From mike.peachey at jennic.com  Sat Mar  1 16:01:12 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Sat, 01 Mar 2008 21:01:12 +0000
Subject: [rt-users] LDAP integration works great EXCEPT group membership
 test
In-Reply-To: <1a260ce60802291159h5bbd4819p3ced639557709eda@mail.gmail.com>
References: <1a260ce60802291159h5bbd4819p3ced639557709eda@mail.gmail.com>
Message-ID: <47C9C418.4010601@jennic.com>

RT Lists wrote:
> These are the lines for our LDAP group settings in RT_SiteConfig.pm:
> 
> # If you set these, only members of this group can auth via LDAP
> Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
> Set($LdapGroupAttr, 'uniqueMember');
> 
> The group RT in the OU ITST in the OU Everyone in the AD root definitely 
> exists.  It contains users that can log in just fine if those lines are 
> commented out and RT is restarted.  When we try to log in with these 
> settings uncommented, the web interface says "Error: Your username or 
> password is incorrect" and we get these lines in the debug logs:
> 
<snip>

> Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
> Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN: 
> CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
> Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser
<snip>
> 
> I've been banging my head against the wall on this for a while and am 
> starting to run out of ideas.  If any of you fine folks can offer a 
> suggestion, it would be highly appreciated :)

This is something for which you are going to need to debug the code 
yourself. You need to add a few new debugging statements to the LDAP 
groups code to work out exactly where the authentication is failing. It 
may be that the code isn't doing group checking in the way you'd expect 
for AD because AD is a poor bastardisation of good LDAP. To be honest I 
can't remember exactly right now.. perhaps when I get back to work on 
Monday I'll be in a position to check.

Bottom line is, the code that does the group checking is unbelievably 
small and simple and with even the most basic programming knowledge, you 
should be able to fix it yourself.

The code in question is inside IsLdapPassword inside 
$RTHOME/local/lib/RT/User_Local.pm:

     # Is there an LDAP Group to check?
     if ($ldap_group) {
         $filter = 
Net::LDAP::Filter->new("(${ldap_group_attr}=${ldap_dn})");

         $ldap_msg = $ldap->search(base   => $ldap_group,
                              filter => $filter,
                              attrs  => ['dn'],
                              scope  => 'base');

         unless ($ldap_msg->code == LDAP_SUCCESS ||
                 $ldap_msg->code == LDAP_PARTIAL_RESULTS) {
             $RT::Logger->critical((caller(0))[3],
                                   "Search for", $filter->as_string, 
"failed:",
                                   ldap_error_name($ldap_msg->code), 
$ldap_msg->code);
             return;
         }

         unless ($ldap_msg->count == 1) {
             $RT::Logger->info((caller(0))[3], "AUTH FAILED:", $self->Name);
             return;
         }
     }

Recommendations I would make would be:
1. Insert "use Data::Dumper" at the top of the file.
2. For each variable that you're not TOTALLY sure what it does and what 
it's set to within the block of code above, insert 
"$RT::Logger->debug("\$VARIABLE = $VARIABLE);"
3. Check your AD schema to ensure that if you were to search for 
$ldap_group, using the $filter with a base scope, looking for dn attrs, 
that you would return a single group.
4. If you want to be sure what the ldap search results in: 
"$RT::Logger("Ldap Result:\n",Dumper($ldap_msg));" straight after the 
search directive.
5. Finally, don't forget that, as shown in the code above, the group 
authorisation is confirmed if the LDAP search results in one and only 
one result. If it gives more than one result, the auth fails. You may 
want to code your way around this if you need to have multiple possible 
groups results.

As a general tip for coding in IsLdapPassword: Authorisation is 
successful if the method runs to the end wihout interruption. All the 
checks within it return 0 (default for return statement) if the user is 
to be denied access or just continue on to the next check if a failure 
wasn't detected.

Have fun...

Don't forget.. when you're done making a change to User_Local.pm:
$ apachectl stop
$ rm -rvf $RTHOME/var/mason_data/obj/*
$ apachectl start
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From mike.peachey at jennic.com  Sat Mar  1 16:02:27 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Sat, 01 Mar 2008 21:02:27 +0000
Subject: [rt-users] LDAP integration works great EXCEPT group membership
 test
In-Reply-To: <1a260ce60802291159h5bbd4819p3ced639557709eda@mail.gmail.com>
References: <1a260ce60802291159h5bbd4819p3ced639557709eda@mail.gmail.com>
Message-ID: <47C9C463.5000601@jennic.com>

RT Lists wrote:
> These are the lines for our LDAP group settings in RT_SiteConfig.pm:
> 
> # If you set these, only members of this group can auth via LDAP
> Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
> Set($LdapGroupAttr, 'uniqueMember');
> 
> The group RT in the OU ITST in the OU Everyone in the AD root definitely 
> exists.  It contains users that can log in just fine if those lines are 
> commented out and RT is restarted.  When we try to log in with these 
> settings uncommented, the web interface says "Error: Your username or 
> password is incorrect" and we get these lines in the debug logs:
> 
<snip>

> Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
> Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN: 
> CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
> Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED: rttestuser
<snip>
> 
> I've been banging my head against the wall on this for a while and am 
> starting to run out of ideas.  If any of you fine folks can offer a 
> suggestion, it would be highly appreciated :)

This is something for which you are going to need to debug the code 
yourself. You need to add a few new debugging statements to the LDAP 
groups code to work out exactly where the authentication is failing. It 
may be that the code isn't doing group checking in the way you'd expect 
for AD because AD is a poor bastardisation of good LDAP. To be honest I 
can't remember exactly right now.. perhaps when I get back to work on 
Monday I'll be in a position to check.

Bottom line is, the code that does the group checking is unbelievably 
small and simple and with even the most basic programming knowledge, you 
should be able to fix it yourself.

The code in question is inside IsLdapPassword inside 
$RTHOME/local/lib/RT/User_Local.pm:

     # Is there an LDAP Group to check?
     if ($ldap_group) {
         $filter = 
Net::LDAP::Filter->new("(${ldap_group_attr}=${ldap_dn})");

         $ldap_msg = $ldap->search(base   => $ldap_group,
                              filter => $filter,
                              attrs  => ['dn'],
                              scope  => 'base');

         unless ($ldap_msg->code == LDAP_SUCCESS ||
                 $ldap_msg->code == LDAP_PARTIAL_RESULTS) {
             $RT::Logger->critical((caller(0))[3],
                                   "Search for", $filter->as_string, 
"failed:",
                                   ldap_error_name($ldap_msg->code), 
$ldap_msg->code);
             return;
         }

         unless ($ldap_msg->count == 1) {
             $RT::Logger->info((caller(0))[3], "AUTH FAILED:", $self->Name);
             return;
         }
     }

Recommendations I would make would be:
1. Insert "use Data::Dumper" at the top of the file.
2. For each variable that you're not TOTALLY sure what it does and what 
it's set to within the block of code above, insert 
"$RT::Logger->debug("\$VARIABLE = $VARIABLE);"
3. Check your AD schema to ensure that if you were to search for 
$ldap_group, using the $filter with a base scope, looking for dn attrs, 
that you would return a single group.
4. If you want to be sure what the ldap search results in: 
"$RT::Logger("Ldap Result:\n",Dumper($ldap_msg));" straight after the 
search directive.
5. Finally, don't forget that, as shown in the code above, the group 
authorisation is confirmed if the LDAP search results in one and only 
one result. If it gives more than one result, the auth fails. You may 
want to code your way around this if you need to have multiple possible 
groups results.

As a general tip for coding in IsLdapPassword: Authorisation is 
successful if the method runs to the end wihout interruption. All the 
checks within it return 0 (default for return statement) if the user is 
to be denied access or just continue on to the next check if a failure 
wasn't detected.

Have fun...

Don't forget.. when you're done making a change to User_Local.pm:
$ apachectl stop
$ rm -rvf $RTHOME/var/mason_data/obj/*
$ apachectl start
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From kelly.terry.jones at gmail.com  Sat Mar  1 16:12:38 2008
From: kelly.terry.jones at gmail.com (Kelly Jones)
Date: Sat, 1 Mar 2008 14:12:38 -0700
Subject: [rt-users] Cookie cutter scrip to suppress auto-reply for one
	address?
Message-ID: <26face530803011312h13f918e1o8c031fe1a030979b@mail.gmail.com>

I'm using RT3.4.5 (upgrading soon!), and have these aliases for one of
my queues:

support: "|/usr/local/rt3/bin/rt-mailgate --queue support --action
correspond --url http://rt.myserver.com"

support-comment: "|/usr/local/rt3/bin/rt-mailgate --queue support
--action comment --url http://rt.myserver.com"

I now want to setup this alias:

support-noreply: support

so that email sent to support-noreply creates a ticket, but doesn't
send the requestor an auto-reply.

Is there a cookie cutter scrip that will do this? Do I need to tweak
the global autoreply scrip? Can I use squelchEmail() cleverly here? Is
there an undocumented option to rt-mailgate that might help?

I did notice that "support-noreply at myserver.com" ends up as a cc on
the ticket (probably because RT doesn't recognize it as the same
address as "support at myserver.com") -- can I use this somehow? ("if
($self->TicketObj->??? =~/noreply/i)" or something?).

--
We're just a Bunch Of Regular Guys, a collective group that's trying
to understand and assimilate technology. We feel that resistance to
new ideas and technology is unwise and ultimately futile.


From smithj4 at bnl.gov  Sat Mar  1 15:57:19 2008
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Sat, 01 Mar 2008 15:57:19 -0500
Subject: [rt-users] Custom transactions.
Message-ID: <1204405039.6628.17.camel@jazbo.dyndns.org>

We have some custom scrips running on our RT server which are already
logging some useful information with the Logger, but I would also like
to record some of the things that the scrip does in the actual ticket
transaction history if possible.  Is it possible to create your own
custom transactions for a ticket?  Does anyone have any examples that
might help get me started, or could point me in the right direction?

Thanks,
~Jason



From todd at chaka.net  Sun Mar  2 15:53:17 2008
From: todd at chaka.net (Todd Chapman)
Date: Sun, 2 Mar 2008 15:53:17 -0500
Subject: [rt-users] custom field type, checkboxes
In-Reply-To: <47C8975C.30709@fonality.com>
References: <47C8975C.30709@fonality.com>
Message-ID: <519782dc0803021253g4dc1f545h1b825e61f3359b59@mail.gmail.com>

This would be easy enough to do. There is a callback in 3.6 that lets
you control what Mason component is used to render a custom field.

On 2/29/08, Joel Schuweiler <jschuweiler at fonality.com> wrote:
> Just wanted to hear if anyone here has implemented checkboxes in a
>  custom field?
>
>  seems like this is far more intuitive for multiple select....
>
>  Thoughts?
>  Comments?
>  pitfalls?
>
>  -Joel
>  _______________________________________________
>  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
>


From todd at chaka.net  Sun Mar  2 16:07:44 2008
From: todd at chaka.net (Todd Chapman)
Date: Sun, 2 Mar 2008 16:07:44 -0500
Subject: [rt-users] Custom transactions.
In-Reply-To: <1204405039.6628.17.camel@jazbo.dyndns.org>
References: <1204405039.6628.17.camel@jazbo.dyndns.org>
Message-ID: <519782dc0803021307y2f4958b8i2bbf75265c8b9979@mail.gmail.com>

Jason,

My Asset Tracker add-on to RT has an example of that. See:
http://code.google.com/p/asset-tracker-4rt/source/browse/at/branches/1.2-RELEASE/lib/RTx/AssetTracker/Transaction_Overlay.pm

You just need to create a Transaction_Local.pm and write new entries
into the %_BriefDescriptions hash in the RT::Transaction package.

-Todd

On 3/1/08, Jason A. Smith <smithj4 at bnl.gov> wrote:
> We have some custom scrips running on our RT server which are already
>  logging some useful information with the Logger, but I would also like
>  to record some of the things that the scrip does in the actual ticket
>  transaction history if possible.  Is it possible to create your own
>  custom transactions for a ticket?  Does anyone have any examples that
>  might help get me started, or could point me in the right direction?
>
>  Thanks,
>  ~Jason
>
>  _______________________________________________
>  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
>


From jan.grant at bristol.ac.uk  Sun Mar  2 16:11:30 2008
From: jan.grant at bristol.ac.uk (Jan Grant)
Date: Sun, 2 Mar 2008 21:11:30 +0000 (GMT)
Subject: [rt-users] custom field type, checkboxes
In-Reply-To: <519782dc0803021253g4dc1f545h1b825e61f3359b59@mail.gmail.com>
References: <47C8975C.30709@fonality.com>
	<519782dc0803021253g4dc1f545h1b825e61f3359b59@mail.gmail.com>
Message-ID: <20080302211050.G19302@tribble.ilrt.bris.ac.uk>

On Sun, 2 Mar 2008, Todd Chapman wrote:

> This would be easy enough to do. There is a callback in 3.6 that lets
> you control what Mason component is used to render a custom field.

Can you supply some details, or a pointer to this?

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
...You're visualising the _duck_ taped over my _mouth_..?


From rt at northpb.com  Sun Mar  2 18:51:04 2008
From: rt at northpb.com (Dan O'Neill)
Date: Sun, 02 Mar 2008 15:51:04 -0800
Subject: [rt-users] RT 3.6.5 - quick search shows resolved tickets,
	seems wrong (SOLUTION)
In-Reply-To: <47A62F0C.5070805@northpb.com>
References: <45EC9D07.7020707@fas.sfu.ca> <47A62F0C.5070805@northpb.com>
Message-ID: <47CB3D68.5090300@northpb.com>

Dan O'Neill wrote:
> In RT 3.6.5 when you use quick search it displays tickets that are 
> Resolved. I believe it used to only show tickets that were New, Open or 
> Stalled.
> 
> The settings in ./share/html/Elements/Quicksearch seem to confirm that 
> Resovled tickets aren't part of the search conditions.
> 
> Can anyone shed light on this?

Here is a Callback for modifying Search/Simple.html

http://wiki.bestpractical.com/view/ModifyQuery

If it's not correct for some reason, please feel free to provide 
corrections. Works for me and might likely work for you too.

dano




From todd at chaka.net  Sun Mar  2 20:59:54 2008
From: todd at chaka.net (Todd Chapman)
Date: Sun, 2 Mar 2008 20:59:54 -0500
Subject: [rt-users] custom field type, checkboxes
In-Reply-To: <20080302211050.G19302@tribble.ilrt.bris.ac.uk>
References: <47C8975C.30709@fonality.com>
	<519782dc0803021253g4dc1f545h1b825e61f3359b59@mail.gmail.com>
	<20080302211050.G19302@tribble.ilrt.bris.ac.uk>
Message-ID: <519782dc0803021759y1c87b101p634068e68c81a7f1@mail.gmail.com>

Does this help?

http://lists.bestpractical.com/pipermail/rt-users/2007-November/048774.html

On 3/2/08, Jan Grant <jan.grant at bristol.ac.uk> wrote:
> On Sun, 2 Mar 2008, Todd Chapman wrote:
>
>  > This would be easy enough to do. There is a callback in 3.6 that lets
>  > you control what Mason component is used to render a custom field.
>
>
> Can you supply some details, or a pointer to this?
>
>
>  --
>  jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
>  Tel +44 (0)117 3317661   http://ioctl.org/jan/
>  ...You're visualising the _duck_ taped over my _mouth_..?
>


From william at knowmad.com  Sun Mar  2 21:48:54 2008
From: william at knowmad.com (William McKee)
Date: Sun, 2 Mar 2008 21:48:54 -0500
Subject: [rt-users] Adding queue to RSS feed
Message-ID: <20080303024854.GB28432@knowmad.com>

Hi all,

I've written a script to read an RSS feed of my open tickets and
generate ToDo tasks for my Palm. I've got the title, description and
date being added to the entries but would also like to set the category.

I'm new to building RSS feeds and wondered if someone could tell me how
to add the queue into an RSS feed. I've tried adding the following to
the 'dc' hashref in html/Search/Results.rdf with no luck:

            queue    => $Ticket->Queue,

The value is being stripped out somewhere between being built and being
sent back. BTW, I was able to successfully add a 'data' parameter so
know that I can edit the rdf template.


Thanks,
William

-- 
Knowmad Technologies - Web Site Development & Programming
W: http://www.knowmad.com | E: william at knowmad.com
P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee


From tom at netspot.com.au  Sun Mar  2 21:56:23 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Mon, 3 Mar 2008 13:26:23 +1030
Subject: [rt-users] Possible to extract 'To:' mail field?
Message-ID: <5808FABD-BBD1-47FC-999F-5102636D9DCD@netspot.com.au>

Greetings,

For a queue which has multiple email addresses reaching it, we wish to  
pull out statistics of which addresses are being used and set up some  
custom fields based on it.

I could do this via a few extensions to rt-mailgate, but was wondering  
if there's any way to extract the initial To field from the Ticket  
object so I can do this in a Scrip?

Thanks,
Tom


From stephen.cochran at kingarthurflour.com  Mon Mar  3 01:20:19 2008
From: stephen.cochran at kingarthurflour.com (Steve Cochran)
Date: Mon, 3 Mar 2008 01:20:19 -0500
Subject: [rt-users] Resending last Correspondence
Message-ID: <839E0D99-F509-4652-843E-9B9B16B087F1@kingarthurflour.com>


Due to the combined effect of two different configurations, some of  
our emails weren't getting delivered AND the errors weren't getting  
reported. Fun I know.

I generated a list of all the emails that would have failed, and what  
I'd like to do is have a script resend the last correspondence for any  
ticket created by those users in the last two weeks.

I have a query to get the ticket IDs going directly against mysql  
(doing something similar for reporting). I should be able to feed the  
ticket IDs into a perl script and find the last correspondence for  
those tickets like I'm doing in a template as follows:

{
  my $Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond',  
SUBCLAUSE => 'kafquotesearch' );
$Transactions->Limit( FIELD => 'Type', VALUE => 'Create', SUBCLAUSE =>  
'kafquotesearch' );

  $Transactions->OrderByCols (
                { FIELD => 'Created',  ORDER => 'DESC' },
                { FIELD => 'id',     ORDER => 'DESC' },
                );

  my $last_correspondence;
  my $Correspondence = $Transactions->First;
  if( $Correspondence && $Correspondence->id ) {
    $last_correspondence = $Correspondence->Content;
  }



What I'm not sure about is the best way to script sending the  
correspondence. If anyone has a code example, I'd appreciate it and  
would be happy to send something yummy from the bakery!

Steve


From torsten.brumm at Kuehne-Nagel.com  Mon Mar  3 01:37:51 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 3 Mar 2008 07:37:51 +0100
Subject: [rt-users] Possible to extract 'To:' mail field?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93148@w3hamboex11.ger.win.int.kn>

Try extractcustomfield values extension, it supports also to parse the mail header.

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Mon Mar 03 03:56:23 2008
Subject: [rt-users] Possible to extract 'To:' mail field?

Greetings,

For a queue which has multiple email addresses reaching it, we wish to  
pull out statistics of which addresses are being used and set up some  
custom fields based on it.

I could do this via a few extensions to rt-mailgate, but was wondering  
if there's any way to extract the initial To field from the Ticket  
object so I can do this in a Scrip?

Thanks,
Tom
_______________________________________________
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

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From smithj4 at bnl.gov  Mon Mar  3 07:40:42 2008
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Mon, 03 Mar 2008 07:40:42 -0500
Subject: [rt-users] Possible to extract 'To:' mail field?
In-Reply-To: <5808FABD-BBD1-47FC-999F-5102636D9DCD@netspot.com.au>
References: <5808FABD-BBD1-47FC-999F-5102636D9DCD@netspot.com.au>
Message-ID: <1204548043.6628.29.camel@jazbo.dyndns.org>

Hi Tom,

We have a Scrip which needs to look at some of the original email
headers, here is the portion which does the header extraction:

my $Transaction = $self->TransactionObj;
my $header = $Transaction->Attachments->First->GetHeader('To');
my @addr = Mail::Address->parse($header);
foreach my $addrobj (@addr) {
  my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj->address);
  # $addr is now set to one of the To recipients.
}


~Jason


On Mon, 2008-03-03 at 13:26 +1030, Tom Lanyon wrote:
> Greetings,
> 
> For a queue which has multiple email addresses reaching it, we wish to  
> pull out statistics of which addresses are being used and set up some  
> custom fields based on it.
> 
> I could do this via a few extensions to rt-mailgate, but was wondering  
> if there's any way to extract the initial To field from the Ticket  
> object so I can do this in a Scrip?
> 
> Thanks,
> Tom
> _______________________________________________
> 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
> 


From jsmoriss at mvlan.net  Mon Mar  3 08:43:17 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Mon, 3 Mar 2008 13:43:17 +0000
Subject: [rt-users] Send Notify except if Owner Nobody?
Message-ID: <20080303134317.GA8878@zaphod.mvlan.net>

Hi everyone,

I know there's a way to do this, but I'm still learning RT, so I don't
know exactly how to code this... I'd like to send an e-mail for a new
ticket to a group, if the owner is Nobody, and send it to the owner if
the owner is NOT Nobody. Right now I have a generic e-mail scrip...

The scrip:
    On Create Send Email with template Added to Queue Email

The template (Added to Queue Email):
    To: group-list at company.com
    Subject: {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}

    Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue.

    -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

    {$Transaction->Content()}


So I guess I'm looking to change the template to something like:

---BEGIN---
if owner eq Nobody {
    To: group-list at company.com
    Subject: {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}

    Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue.
} else {
    To: owner->email
    Subject: Your Ticket in {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}

    Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue and assigned to you.
}

-> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}
---BEGIN---

What do you think?

Thanks!
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From jesse at bestpractical.com  Mon Mar  3 09:47:46 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 3 Mar 2008 09:47:46 -0500
Subject: [rt-users] RT keyboard shortcuts
In-Reply-To: <de2590e90802261114k4f9064d9k4f0087a88531187@mail.gmail.com>
References: <de2590e90802261114k4f9064d9k4f0087a88531187@mail.gmail.com>
Message-ID: <20080303144746.GL2753@bestpractical.com>




On Tue, Feb 26, 2008 at 02:14:02PM -0500, Alex Moura wrote:
> Hi Team,
> 
> I was wondering if keyboard shortcuts would be a desirable feature
> for RT, similar to Gmail + Better Gmail Firefox extension.

I'd absolutely love em :)

> 
> Alex

> _______________________________________________
> 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

-- 


From jesse at bestpractical.com  Mon Mar  3 09:48:37 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 3 Mar 2008 09:48:37 -0500
Subject: [rt-users] Using javascript in RT
In-Reply-To: <47C45CE2.9010404@fonality.com>
References: <47C45CE2.9010404@fonality.com>
Message-ID: <20080303144837.GM2753@bestpractical.com>




On Tue, Feb 26, 2008 at 10:39:30AM -0800, Joel Schuweiler wrote:
> I'm looking for some information on how I could go about getting started 
> with getting javascript in play in rt.
> 
> How can I go about adding an id to the queue name when you look at a 
> ticket? 

I'd look at modifying html/Ticket/Elements/ShowBasics

> I would like to use this to determine which queue I'm in via 
> javascript. Alternatively, I could get around this if there is a way to 
> designate a seperate local/html/Elements/Submit file per queue. Thoughts?
> 
> -Joel
> _______________________________________________
> 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
> 

-- 


From danie.marais at attix5.com  Mon Mar  3 09:50:16 2008
From: danie.marais at attix5.com (Danie Marais)
Date: Mon, 3 Mar 2008 16:50:16 +0200
Subject: [rt-users] RT keyboard shortcuts
In-Reply-To: <20080303144746.GL2753@bestpractical.com>
References: <de2590e90802261114k4f9064d9k4f0087a88531187@mail.gmail.com>
	<20080303144746.GL2753@bestpractical.com>
Message-ID: <007f01c87d3d$e49a8cb0$0a14a8c0@Danie>

Yes, please!

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Jesse Vincent
> Sent: 03 March 2008 04:48 PM
> To: Alex Moura
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT keyboard shortcuts
> 
> 
> 
> 
> On Tue, Feb 26, 2008 at 02:14:02PM -0500, Alex Moura wrote:
> > Hi Team,
> > 
> > I was wondering if keyboard shortcuts would be a desirable feature
> > for RT, similar to Gmail + Better Gmail Firefox extension.
> 
> I'd absolutely love em :)
> 
> > 
> > Alex
> 



From mark at exonetric.com  Mon Mar  3 09:52:15 2008
From: mark at exonetric.com (Mark Blackman)
Date: Mon, 3 Mar 2008 14:52:15 +0000
Subject: [rt-users] We found a merged ticket
Message-ID: <5FCB70DF-FF51-4F33-B9A8-41D5579EF02D@exonetric.com>


On Feb 15, 2008, 11:50 AM, Jesse wrote:
 > Yep. it's not recursion. It's RT::Transaction::TicketObj which
 > should be
 > made smarter. Rather than loading a ticket by id, it should be  
loading
 > by id _and_ effective id. I'd love a patch.

I'm seeing this issue as well (very long delays, 261 seconds to load
a merged ticket).

Any clues where I would fiddle with this? We're running the
debian package, stable, so it's RT 3.6.1.

Considering the original poster wrote in with RT 3.6.5, is an upgrade
likely to help?

- Mark








From m.d.chappell at bath.ac.uk  Mon Mar  3 10:18:40 2008
From: m.d.chappell at bath.ac.uk (Mark Chappell)
Date: Mon, 03 Mar 2008 15:18:40 +0000
Subject: [rt-users] We found a merged ticket
In-Reply-To: <20080215195006.GN16371@bestpractical.com>
References: <683F97B3-0864-4B86-BAB1-D096DE27DD37@dkf.unibe.ch>	<20080212142152.GI16371@bestpractical.com>	<2E7C7B34-9F5C-4370-93DF-20C333263C26@dkf.unibe.ch>	<20080212145942.GJ16371@bestpractical.com>	<3A8F9447-02F8-44F5-AD1B-D82FC9A8E903@dkf.unibe.ch>	<687937A5-26F8-48DE-8265-A570CFE8F582@bestpractical.com>	<FE0285EA-84F4-4D7A-8EFA-1EA1FFB30498@dkf.unibe.ch>
	<20080215195006.GN16371@bestpractical.com>
Message-ID: <47CC16D0.40800@bath.ac.uk>

Jesse Vincent wrote:
> 
> 
> On Tue, Feb 12, 2008 at 05:43:24PM +0100, Mario Aeby wrote:
>>>> Without the output of Carp::cluck, it's not so useful, unfortunately.
>>
>> Seems way too much information for me ... I hope you can figure it out?
> 
> Yep. it's not recursion. It's RT::Transaction::TicketObj which should be
> made smarter. Rather than loading a ticket by id, it should be loading
> by id _and_ effective id. I'd love a patch.

On a similar vein, what's your feeling on EffectiveId becoming null if 
it's equal to Id?

PostgreSQL really doesn't like the "AND (EffectiveId != Id)" it gets 
it's cost estimates very wrong, resulting in severely suboptimal 
queries... (Takes 5 or 6 second instead of 1)


Mark
-- 
Mark Chappell
Unix Systems Administrator


From jsmoriss at mvlan.net  Mon Mar  3 10:20:00 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Mon, 3 Mar 2008 15:20:00 +0000
Subject: [rt-users] Send Notify except if Owner Nobody?
In-Reply-To: <20080303134317.GA8878@zaphod.mvlan.net>
References: <20080303134317.GA8878@zaphod.mvlan.net>
Message-ID: <20080303152000.GA18321@zaphod.mvlan.net>

Arg! This is really frustrating. Using examples found here and there, I
tried this, but it doesn't work...

---BEGIN-TEMPLATE---
{
  my ($to, $for, $msg);
  if ($Ticket->OwnerObj->Name eq "Nobody") {
    $to = "support-unix at m-x.ca";
  } else {
    $to = $Ticket->OwnerObj->EmailAddress;
    $for = " for ".$Ticket->OwnerObj->Name;
  }
  $msg .= To: $to\n";
  $msg .= "Subject: $Ticket->QueueObj->Name() Queue $for:
$Ticket->Subject()\n\n";
  $msg =. "Ticket #$Ticket->id $for has been added to the
$Ticket->QueueObj->Name() queue.\n";
  $msg;
}

-> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}
---END-TEMPLATE---

Does anyone see where the problem might be?...

Thanks!
js.

On Mon, Mar 03, 2008 at 01:43:17PM +0000, Jean-Sebastien Morisset wrote:
> Hi everyone,
> 
> I know there's a way to do this, but I'm still learning RT, so I don't
> know exactly how to code this... I'd like to send an e-mail for a new
> ticket to a group, if the owner is Nobody, and send it to the owner if
> the owner is NOT Nobody. Right now I have a generic e-mail scrip...
> 
> The scrip:
>     On Create Send Email with template Added to Queue Email
> 
> The template (Added to Queue Email):
>     To: group-list at company.com
>     Subject: {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}
> 
>     Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue.
> 
>     -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> 
>     {$Transaction->Content()}
> 
> 
> So I guess I'm looking to change the template to something like:
> 
> ---BEGIN---
> if owner eq Nobody {
>     To: group-list at company.com
>     Subject: {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}
> 
>     Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue.
> } else {
>     To: owner->email
>     Subject: Your Ticket in {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}
> 
>     Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue and assigned to you.
> }
> 
> -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> 
> {$Transaction->Content()}
> ---BEGIN---
> 
> What do you think?
> 
> Thanks!
> js.
> -- 
> Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
> 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
> 

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From mark at exonetric.com  Mon Mar  3 11:10:29 2008
From: mark at exonetric.com (Mark Blackman)
Date: Mon, 3 Mar 2008 16:10:29 +0000
Subject: [rt-users] We found a merged ticket
In-Reply-To: <5FCB70DF-FF51-4F33-B9A8-41D5579EF02D@exonetric.com>
References: <5FCB70DF-FF51-4F33-B9A8-41D5579EF02D@exonetric.com>
Message-ID: <75F3AAD3-83BD-4EED-A36C-5433D685E864@exonetric.com>


On 3 Mar 2008, at 14:52, Mark Blackman wrote:

>
> On Feb 15, 2008, 11:50 AM, Jesse wrote:
>> Yep. it's not recursion. It's RT::Transaction::TicketObj which
>> should be
>> made smarter. Rather than loading a ticket by id, it should be
> loading
>> by id _and_ effective id. I'd love a patch.
>
> I'm seeing this issue as well (very long delays, 261 seconds to load
> a merged ticket).
>
> Any clues where I would fiddle with this? We're running the
> debian package, stable, so it's RT 3.6.1.
>
> Considering the original poster wrote in with RT 3.6.5, is an upgrade
> likely to help?

Hmm, seems that adding

@LogToSyslogConf = ( socket => 'native' ) unless (@LogToSyslogConf);

to RT_SiteConfig.pm sped up the merged ticket display from 260 seconds
to about 6 seconds.

probably still too many log messages being written for the reason
above I suppose.

- Mark


>
> - Mark
>
>
>
>
>
>
> _______________________________________________
> 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



From weser at osp-dd.de  Mon Mar  3 11:13:43 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Mon, 03 Mar 2008 17:13:43 +0100
Subject: [rt-users] Send Notify except if Owner Nobody?
In-Reply-To: <20080303152000.GA18321@zaphod.mvlan.net>
References: <20080303134317.GA8878@zaphod.mvlan.net>
	<20080303152000.GA18321@zaphod.mvlan.net>
Message-ID: <47CC23B7.3030502@osp-dd.de>

Hi Jean-Sebastien,

I'd use two scrips in your case.
1)
Decription: Notify Group On New Unowned Ticket
Condition: UserDefined
Action: NotifyGroup using this Extension: 
http://search.cpan.org/~ruz/RT-Action-NotifyGroup/
Template: Notify Group On New Ticket

Custom Condition:
unless(  $self->TransactionObj->Type eq "Status"
      && $self->TransactionObj->Field eq "new" )
{
   return 0;
}
return 1;


2)
Description: Notify Owner On New Ticket
Condition: On Create
Action: Notify Owner
Template: Notify Owner

Keep in mind that no mails are sent if owner is Nobody so scrip #2 will 
only work if there's really an owner. But you may want to extend the 
first condition to look if the owner is Nobody. Otherwise the group will 
be informed in each case. But I'm too lazy to look for that code now 
too. Check the wiki at http://wiki.bestpractical.com/view/HomePage and 
the list at http://www.gossamer-threads.com/lists/rt/ too, they will 
become your best friends while using RT. ;)

I hope that helps a little bit.

Best,
Ben



Jean-Sebastien Morisset schrieb:
> Arg! This is really frustrating. Using examples found here and there, I
> tried this, but it doesn't work...
>
> ---BEGIN-TEMPLATE---
> {
>   my ($to, $for, $msg);
>   if ($Ticket->OwnerObj->Name eq "Nobody") {
>     $to = "support-unix at m-x.ca";
>   } else {
>     $to = $Ticket->OwnerObj->EmailAddress;
>     $for = " for ".$Ticket->OwnerObj->Name;
>   }
>   $msg .= To: $to\n";
>   $msg .= "Subject: $Ticket->QueueObj->Name() Queue $for:
> $Ticket->Subject()\n\n";
>   $msg =. "Ticket #$Ticket->id $for has been added to the
> $Ticket->QueueObj->Name() queue.\n";
>   $msg;
> }
>
> -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>
> {$Transaction->Content()}
> ---END-TEMPLATE---
>
> Does anyone see where the problem might be?...
>
> Thanks!
> js.
>
> On Mon, Mar 03, 2008 at 01:43:17PM +0000, Jean-Sebastien Morisset wrote:
>   
>> Hi everyone,
>>
>> I know there's a way to do this, but I'm still learning RT, so I don't
>> know exactly how to code this... I'd like to send an e-mail for a new
>> ticket to a group, if the owner is Nobody, and send it to the owner if
>> the owner is NOT Nobody. Right now I have a generic e-mail scrip...
>>
>> The scrip:
>>     On Create Send Email with template Added to Queue Email
>>
>> The template (Added to Queue Email):
>>     To: group-list at company.com
>>     Subject: {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}
>>
>>     Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue.
>>
>>     -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>>
>>     {$Transaction->Content()}
>>
>>
>> So I guess I'm looking to change the template to something like:
>>
>> ---BEGIN---
>> if owner eq Nobody {
>>     To: group-list at company.com
>>     Subject: {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}
>>
>>     Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue.
>> } else {
>>     To: owner->email
>>     Subject: Your Ticket in {$Ticket->QueueObj->Name()} Queue: {$Ticket->Subject()}
>>
>>     Ticket #{$Ticket->id} has been added to the {$Ticket->QueueObj->Name()} queue and assigned to you.
>> }
>>
>> -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>>
>> {$Transaction->Content()}
>> ---BEGIN---
>>
>> What do you think?
>>
>> Thanks!
>> js.
>> -- 
>> Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>
>> 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 Mar  3 13:09:41 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 03 Mar 2008 10:09:41 -0800
Subject: [rt-users] Cookie cutter scrip to suppress auto-reply for one
 address?
In-Reply-To: <26face530803011312h13f918e1o8c031fe1a030979b@mail.gmail.com>
References: <26face530803011312h13f918e1o8c031fe1a030979b@mail.gmail.com>
Message-ID: <47CC3EE5.8030407@lbl.gov>

Kelly,


	In our organization, an alias corresponds to a queue. If your setup is 
the same and don't want an alias to send out an autoreply for tickets 
when they are created, I would disable that scrip in that queue.

Kenn
LBNL

On 3/1/2008 1:12 PM, Kelly Jones wrote:
> I'm using RT3.4.5 (upgrading soon!), and have these aliases for one of
> my queues:
> 
> support: "|/usr/local/rt3/bin/rt-mailgate --queue support --action
> correspond --url http://rt.myserver.com"
> 
> support-comment: "|/usr/local/rt3/bin/rt-mailgate --queue support
> --action comment --url http://rt.myserver.com"
> 
> I now want to setup this alias:
> 
> support-noreply: support
> 
> so that email sent to support-noreply creates a ticket, but doesn't
> send the requestor an auto-reply.
> 
> Is there a cookie cutter scrip that will do this? Do I need to tweak
> the global autoreply scrip? Can I use squelchEmail() cleverly here? Is
> there an undocumented option to rt-mailgate that might help?
> 
> I did notice that "support-noreply at myserver.com" ends up as a cc on
> the ticket (probably because RT doesn't recognize it as the same
> address as "support at myserver.com") -- can I use this somehow? ("if
> ($self->TicketObj->??? =~/noreply/i)" or something?).
> 
> --
> We're just a Bunch Of Regular Guys, a collective group that's trying
> to understand and assimilate technology. We feel that resistance to
> new ideas and technology is unwise and ultimately futile.
> _______________________________________________
> 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
> 



From joe.casadonte at oracle.com  Mon Mar  3 13:21:28 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Mon, 03 Mar 2008 13:21:28 -0500
Subject: [rt-users] Sub-Categories (was: Re: (Very) Low-level CF
	question)
In-Reply-To: <47C86301.3000504@lbl.gov>
References: <47C84B68.2040201@oracle.com> <47C853ED.3020402@lbl.gov>
	<47C85B31.2020405@oracle.com> <47C86301.3000504@lbl.gov>
Message-ID: <47CC41A8.7060206@oracle.com>

On 2/29/2008 2:54 PM, Kenneth Crocker wrote:

>     You know, I do have a few Custom Fields that serve the same purpose, 
> but would have different values per queue. I didn't know we had 
> sub-categories that worked. I'd love to see your results. Thanks.

For those interested, I have this (sub-categories) working to a large 
extent.  I even have them enabled for Quick Create (what a PITA that 
was, as I don't know JavaScript).  I still need to handle them on the 
Basics tab when editing a ticket, and then I'll write up a big How-To 
and post it to the wiki.  In the end, there's only small bits of code 
added here and there, but it was a long road getting there.....

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From lists_rt at amnesiamachine.com  Mon Mar  3 16:29:33 2008
From: lists_rt at amnesiamachine.com (RT Lists)
Date: Mon, 3 Mar 2008 14:29:33 -0700
Subject: [rt-users] LDAP integration works great EXCEPT group membership
	test
In-Reply-To: <47C9C418.4010601@jennic.com>
References: <1a260ce60802291159h5bbd4819p3ced639557709eda@mail.gmail.com>
	<47C9C418.4010601@jennic.com>
Message-ID: <1a260ce60803031329s50287b0dv53ecccffd820f68a@mail.gmail.com>

Thanks for the fantastic info Mike... it's much appreciated!

I spent some time with User_Local.pm and did a little debugging.  I didn't
have much luck, but on a whim, in RT_SiteConfig.pm, I changed...

Set($LdapGroupAttr, 'uniqueMember');

...to:

Set($LdapGroupAttr, 'member');

I haven't been able to dig up how these two attributes differ yet, but I
confirmed that group-based authentication is working as intended.  I'm going
to come back to this and nail the issue down when I find a little time.

Thanks again Mike.  Sorry for the earlier barrage, List; Gmail appears to
have thrown a fit when I sent the message.

-Matt


On 3/1/08, Mike Peachey <mike.peachey at jennic.com> wrote:
>
> RT Lists wrote:
> > These are the lines for our LDAP group settings in RT_SiteConfig.pm:
> >
> > # If you set these, only members of this group can auth via LDAP
> > Set($LdapGroup, 'cn=RT,ou=ITST,ou=Everyone,dc=domain,dc=tld');
> > Set($LdapGroupAttr, 'uniqueMember');
> >
> > The group RT in the OU ITST in the OU Everyone in the AD root definitely
> > exists.  It contains users that can log in just fine if those lines are
> > commented out and RT is restarted.  When we try to log in with these
> > settings uncommented, the web interface says "Error: Your username or
> > password is incorrect" and we get these lines in the debug logs:
> >
>
> <snip>
>
>
> > Feb 29 12:32:26 stilgar RT: Trying LDAP authentication
> > Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword Found LDAP DN:
> > CN=rttestuser,OU=ITST,OU=Everyone,DC=domain,dc=tld
> > Feb 29 12:32:26 stilgar RT: RT::User::IsLDAPPassword AUTH FAILED:
> rttestuser
>
> <snip>
>
> >
> > I've been banging my head against the wall on this for a while and am
> > starting to run out of ideas.  If any of you fine folks can offer a
> > suggestion, it would be highly appreciated :)
>
>
> This is something for which you are going to need to debug the code
> yourself. You need to add a few new debugging statements to the LDAP
> groups code to work out exactly where the authentication is failing. It
> may be that the code isn't doing group checking in the way you'd expect
> for AD because AD is a poor bastardisation of good LDAP. To be honest I
> can't remember exactly right now.. perhaps when I get back to work on
> Monday I'll be in a position to check.
>
> Bottom line is, the code that does the group checking is unbelievably
> small and simple and with even the most basic programming knowledge, you
> should be able to fix it yourself.
>
> The code in question is inside IsLdapPassword inside
> $RTHOME/local/lib/RT/User_Local.pm:
>
>      # Is there an LDAP Group to check?
>      if ($ldap_group) {
>          $filter =
> Net::LDAP::Filter->new("(${ldap_group_attr}=${ldap_dn})");
>
>          $ldap_msg = $ldap->search(base   => $ldap_group,
>                               filter => $filter,
>                               attrs  => ['dn'],
>                               scope  => 'base');
>
>          unless ($ldap_msg->code == LDAP_SUCCESS ||
>                  $ldap_msg->code == LDAP_PARTIAL_RESULTS) {
>              $RT::Logger->critical((caller(0))[3],
>                                    "Search for", $filter->as_string,
> "failed:",
>                                    ldap_error_name($ldap_msg->code),
> $ldap_msg->code);
>              return;
>          }
>
>          unless ($ldap_msg->count == 1) {
>              $RT::Logger->info((caller(0))[3], "AUTH FAILED:",
> $self->Name);
>              return;
>          }
>      }
>
> Recommendations I would make would be:
> 1. Insert "use Data::Dumper" at the top of the file.
> 2. For each variable that you're not TOTALLY sure what it does and what
> it's set to within the block of code above, insert
> "$RT::Logger->debug("\$VARIABLE = $VARIABLE);"
> 3. Check your AD schema to ensure that if you were to search for
> $ldap_group, using the $filter with a base scope, looking for dn attrs,
> that you would return a single group.
> 4. If you want to be sure what the ldap search results in:
> "$RT::Logger("Ldap Result:\n",Dumper($ldap_msg));" straight after the
> search directive.
> 5. Finally, don't forget that, as shown in the code above, the group
> authorisation is confirmed if the LDAP search results in one and only
> one result. If it gives more than one result, the auth fails. You may
> want to code your way around this if you need to have multiple possible
> groups results.
>
> As a general tip for coding in IsLdapPassword: Authorisation is
> successful if the method runs to the end wihout interruption. All the
> checks within it return 0 (default for return statement) if the user is
> to be denied access or just continue on to the next check if a failure
> wasn't detected.
>
> Have fun...
>
> Don't forget.. when you're done making a change to User_Local.pm:
> $ apachectl stop
> $ rm -rvf $RTHOME/var/mason_data/obj/*
> $ apachectl start
> --
> Kind Regards,
>
> ___________________________________________________
>
> Mike Peachey, IT
> Tel: +44 (0) 114 281 2655
> Fax: +44 (0) 114 281 2951
> Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
> http://www.jennic.com
> Confidential
> ___________________________________________________
>
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From lists_rt at amnesiamachine.com  Mon Mar  3 16:59:11 2008
From: lists_rt at amnesiamachine.com (RT Lists)
Date: Mon, 3 Mar 2008 14:59:11 -0700
Subject: [rt-users] Adding queue to RSS feed
In-Reply-To: <20080303024854.GB28432@knowmad.com>
References: <20080303024854.GB28432@knowmad.com>
Message-ID: <1a260ce60803031359o565bc83ar684f1e5a27e1555b@mail.gmail.com>

Hi William,

Try $Ticket->QueueObj->Name instead.

-Matt

On 3/2/08, William McKee <william at knowmad.com> wrote:
>
> Hi all,
>
> I've written a script to read an RSS feed of my open tickets and
> generate ToDo tasks for my Palm. I've got the title, description and
> date being added to the entries but would also like to set the category.
>
> I'm new to building RSS feeds and wondered if someone could tell me how
> to add the queue into an RSS feed. I've tried adding the following to
> the 'dc' hashref in html/Search/Results.rdf with no luck:
>
>             queue    => $Ticket->Queue,
>
> The value is being stripped out somewhere between being built and being
> sent back. BTW, I was able to successfully add a 'data' parameter so
> know that I can edit the rdf template.
>
>
> Thanks,
> William
>
> --
> Knowmad Technologies - Web Site Development & Programming
> W: http://www.knowmad.com | E: william at knowmad.com
> P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee
> _______________________________________________
> 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
>
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From jschuweiler at fonality.com  Mon Mar  3 18:13:44 2008
From: jschuweiler at fonality.com (Joel Schuweiler)
Date: Mon, 03 Mar 2008 15:13:44 -0800
Subject: [rt-users] custom field type, checkboxes
In-Reply-To: <519782dc0803021759y1c87b101p634068e68c81a7f1@mail.gmail.com>
References: <47C8975C.30709@fonality.com>	
	<519782dc0803021253g4dc1f545h1b825e61f3359b59@mail.gmail.com>	
	<20080302211050.G19302@tribble.ilrt.bris.ac.uk>
	<519782dc0803021759y1c87b101p634068e68c81a7f1@mail.gmail.com>
Message-ID: <47CC8628.8050706@fonality.com>

I personally did the following in my EditCustomFieldSelect (in my local dir)

<%method options>
% my $selected;
% my $CFVs = $CustomField->Values;
% my @levels;
% while ($CFVs and my $value = $CFVs->Next )
% {

% if ($CustomField->MaxValues == 0 )
% {

                <input type="checkbox" style="border: none;" 
value="<%$value->Name%>"
% if ($Values)
% {
                    <% $Values->HasEntry($value->Name) && ($$SelectedRef 
= 1) && 'CHECKED' %>
% }
% elsif ($Default)
% {
                    <% (ref $Default ? (grep {$_ eq $value->Name} 
@{$Default}) : ($Default eq $value->Name))
                        && ($$SelectedRef = 1) && 'CHECKED' %>
% }
                ><% $value->Name%><br>
% }
% else
% {
                <option value="<%$value->Name%>"
% if ($Values)
% {
                        <% $Values->HasEntry($value->Name) && 
($$SelectedRef = 1) && 'SELECTED' %>
% }
% elsif ($Default)
% {
                    <% (ref $Default ? (grep {$_ eq $value->Name} 
@{$Default}) : ($Default eq $value->Name))
                        && ($$SelectedRef = 1) && 'SELECTED' %>
% }
                ><% $value->Name%></option>
% }
% }

Todd Chapman wrote:
> Does this help?
>
> http://lists.bestpractical.com/pipermail/rt-users/2007-November/048774.html
>
> On 3/2/08, Jan Grant <jan.grant at bristol.ac.uk> wrote:
>   
>> On Sun, 2 Mar 2008, Todd Chapman wrote:
>>
>>  > This would be easy enough to do. There is a callback in 3.6 that lets
>>  > you control what Mason component is used to render a custom field.
>>
>>
>> Can you supply some details, or a pointer to this?
>>
>>
>>  --
>>  jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
>>  Tel +44 (0)117 3317661   http://ioctl.org/jan/
>>  ...You're visualising the _duck_ taped over my _mouth_..?
>>
>>     



From jschuweiler at fonality.com  Mon Mar  3 18:18:37 2008
From: jschuweiler at fonality.com (Joel Schuweiler)
Date: Mon, 03 Mar 2008 15:18:37 -0800
Subject: [rt-users] Prevent updates to tickets that have been updated since
 you've opened it
In-Reply-To: <20080303024854.GB28432@knowmad.com>
References: <20080303024854.GB28432@knowmad.com>
Message-ID: <47CC874D.8050709@fonality.com>

In large queues I find that a source of  'confusing/messy/ugly/wrong' 
tickets come from someone doing the following:

1) person 1 opens a ticket
2) person 2 opens the ticket and updates
3) person 1 updates the ticket

person 1 and person 2 can both be internal, or one can be external, 
either case it makes for a very confusing situation. I'm thinking about 
looking into the following

1) person 1 opens a ticket
2) person 22 opens the ticket and updates
3) person 1 updates the ticket
4) rt sees that the last modified time has changed since last update
5) pops them to an error page saying the ticket has been updated since 
they last looked, and pre-fills all the fields for them

Can anyone see any issues with this?

(more technical)
1) submit the last modified time as a hidden input
2) add it to the sql such that the statement fails (no wasted time 
making an extra statement to compare before insert)

-Joel


From jschuweiler at fonality.com  Mon Mar  3 19:47:39 2008
From: jschuweiler at fonality.com (Joel Schuweiler)
Date: Mon, 03 Mar 2008 16:47:39 -0800
Subject: [rt-users] custom field type, checkboxes
In-Reply-To: <47CC8628.8050706@fonality.com>
References: <47C8975C.30709@fonality.com>		<519782dc0803021253g4dc1f545h1b825e61f3359b59@mail.gmail.com>		<20080302211050.G19302@tribble.ilrt.bris.ac.uk>	<519782dc0803021759y1c87b101p634068e68c81a7f1@mail.gmail.com>
	<47CC8628.8050706@fonality.com>
Message-ID: <47CC9C2B.8040806@fonality.com>

I'm not quite out of the woods yet, as I've decided to spend time trying 
to figure out rt's back end, such that checking and un-checking a value 
will work. I could whip this up fairly quickly with javascript, but 
where is the fun in that?

That said, I would appreciate any help anyone can provide. I'm currently 
poking around RT::ObjectCustomFieldValue_Overlay.pm

-Joel

Joel Schuweiler wrote:
> I personally did the following in my EditCustomFieldSelect (in my local dir)
>
> <%method options>
> % my $selected;
> % my $CFVs = $CustomField->Values;
> % my @levels;
> % while ($CFVs and my $value = $CFVs->Next )
> % {
>
> % if ($CustomField->MaxValues == 0 )
> % {
>
>                 <input type="checkbox" style="border: none;" 
> value="<%$value->Name%>"
> % if ($Values)
> % {
>                     <% $Values->HasEntry($value->Name) && ($$SelectedRef 
> = 1) && 'CHECKED' %>
> % }
> % elsif ($Default)
> % {
>                     <% (ref $Default ? (grep {$_ eq $value->Name} 
> @{$Default}) : ($Default eq $value->Name))
>                         && ($$SelectedRef = 1) && 'CHECKED' %>
> % }
>                 ><% $value->Name%><br>
> % }
> % else
> % {
>                 <option value="<%$value->Name%>"
> % if ($Values)
> % {
>                         <% $Values->HasEntry($value->Name) && 
> ($$SelectedRef = 1) && 'SELECTED' %>
> % }
> % elsif ($Default)
> % {
>                     <% (ref $Default ? (grep {$_ eq $value->Name} 
> @{$Default}) : ($Default eq $value->Name))
>                         && ($$SelectedRef = 1) && 'SELECTED' %>
> % }
>                 ><% $value->Name%></option>
> % }
> % }
>
> Todd Chapman wrote:
>   
>> Does this help?
>>
>> http://lists.bestpractical.com/pipermail/rt-users/2007-November/048774.html
>>
>> On 3/2/08, Jan Grant <jan.grant at bristol.ac.uk> wrote:
>>   
>>     
>>> On Sun, 2 Mar 2008, Todd Chapman wrote:
>>>
>>>  > This would be easy enough to do. There is a callback in 3.6 that lets
>>>  > you control what Mason component is used to render a custom field.
>>>
>>>
>>> Can you supply some details, or a pointer to this?
>>>
>>>
>>>  --
>>>  jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
>>>  Tel +44 (0)117 3317661   http://ioctl.org/jan/
>>>  ...You're visualising the _duck_ taped over my _mouth_..?
>>>
>>>     
>>>       
>
> _______________________________________________
> 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
>   

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From ajakubas at arces.net  Tue Mar  4 03:09:29 2008
From: ajakubas at arces.net (Arkadiusz Jakubas)
Date: Tue, 4 Mar 2008 09:09:29 +0100
Subject: [rt-users] 0 tickets found when using custom fields
In-Reply-To: <e88682810802140223s91dc9f5s50c1fff2411cb9ba@mail.gmail.com>
References: <e88682810802130043p3070a9a9ta2cf012d0b2ae81c@mail.gmail.com>
	<e88682810802140223s91dc9f5s50c1fff2411cb9ba@mail.gmail.com>
Message-ID: <e88682810803040009i6b728986v2a927e7d9efb985d@mail.gmail.com>

Can anyone answer to this ?
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From mike.peachey at jennic.com  Tue Mar  4 04:13:17 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 04 Mar 2008 09:13:17 +0000
Subject: [rt-users] LDAP integration works great EXCEPT group membership
 test
In-Reply-To: <1a260ce60803031329s50287b0dv53ecccffd820f68a@mail.gmail.com>
References: <1a260ce60802291159h5bbd4819p3ced639557709eda@mail.gmail.com>	
	<47C9C418.4010601@jennic.com>
	<1a260ce60803031329s50287b0dv53ecccffd820f68a@mail.gmail.com>
Message-ID: <47CD12AD.8020507@jennic.com>

RT Lists wrote:
> Thanks for the fantastic info Mike... it's much appreciated!
> 
> I spent some time with User_Local.pm and did a little debugging.  I 
> didn't have much luck, but on a whim, in RT_SiteConfig.pm, I changed...
> 
> Set($LdapGroupAttr, 'uniqueMember');
> 
> ...to:
> 
> Set($LdapGroupAttr, 'member');
> 

Simple enough.. AD is storing group members in the "member" attribute, 
not the uniqueMember attribute. I should have noticed myself.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From j0ey at j0ey.de  Tue Mar  4 07:55:13 2008
From: j0ey at j0ey.de (j0ey)
Date: Tue, 04 Mar 2008 13:55:13 +0100
Subject: [rt-users] user based ticket CF
Message-ID: <47CD46B1.8070006@j0ey.de>

Hey there,

i'm trying to automatically add user based ticket CFs (wikitext) for all 
my priv. users in RT, so they could add personal notes to tickets. Any 
idea on how to implement this "stress-free"?

greetings,
joey


From joe.casadonte at oracle.com  Tue Mar  4 09:21:57 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 04 Mar 2008 09:21:57 -0500
Subject: [rt-users] 0 tickets found when using custom fields
In-Reply-To: <e88682810803040009i6b728986v2a927e7d9efb985d@mail.gmail.com>
References: <e88682810802130043p3070a9a9ta2cf012d0b2ae81c@mail.gmail.com>	<e88682810802140223s91dc9f5s50c1fff2411cb9ba@mail.gmail.com>
	<e88682810803040009i6b728986v2a927e7d9efb985d@mail.gmail.com>
Message-ID: <47CD5B05.6060007@oracle.com>

On 3/4/2008 3:09 AM, Arkadiusz Jakubas wrote:

> Can anyone answer to this ?

What's the question?  What problem are you seeing?  What error messages 
are you getting?  What version are you running?

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From joe.casadonte at oracle.com  Tue Mar  4 09:25:12 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 04 Mar 2008 09:25:12 -0500
Subject: [rt-users] user based ticket CF
In-Reply-To: <47CD46B1.8070006@j0ey.de>
References: <47CD46B1.8070006@j0ey.de>
Message-ID: <47CD5BC8.6070701@oracle.com>

On 3/4/2008 7:55 AM, j0ey wrote:

> i'm trying to automatically add user based ticket CFs (wikitext) for all 
> my priv. users in RT, so they could add personal notes to tickets. Any 
> idea on how to implement this "stress-free"?

Off the top of my head....

Each privileged user should have their own CF (so, 15 users, 15 new 
CFs), probably named with the same name, that only they have 
SeeCustomField & ModifyCustomField rights to.  All should be enabled and 
globally activated (i.e. not queue-by-queue).

Interesting idea.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From jsmoriss at mvlan.net  Tue Mar  4 10:12:59 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Tue, 4 Mar 2008 15:12:59 +0000
Subject: [rt-users] Send Notify except if Owner Nobody?
In-Reply-To: <47CC23B7.3030502@osp-dd.de>
References: <20080303134317.GA8878@zaphod.mvlan.net>
	<20080303152000.GA18321@zaphod.mvlan.net>
	<47CC23B7.3030502@osp-dd.de>
Message-ID: <20080304151259.GC11815@zaphod.mvlan.net>

Benjamin,

That was great - thanks!

Here's what I ended up using:

Condition: User Defined
Action:	Send Email
Template: Added to Queue Email
Stage: TransactionCreate
Custom condition: return ( $self->TransactionObj->Type eq "Create" &&
    $self->TicketObj->Owner == $RT::Nobody->Id );

I also did the same thing with my 'Auto Reply' scrip, figuring that if
you choose an Owner for your new ticket, then you're using the interface
and don't need the 'Auto Reply' e-mail. :-)

Thanks!
js.

On Mon, Mar 03, 2008 at 05:13:43PM +0100, Benjamin Weser wrote:
> Hi Jean-Sebastien,
> 
> I'd use two scrips in your case.
> 1)
> Decription: Notify Group On New Unowned Ticket
> Condition: UserDefined
> Action: NotifyGroup using this Extension: 
> http://search.cpan.org/~ruz/RT-Action-NotifyGroup/
> Template: Notify Group On New Ticket
> 
> Custom Condition:
> unless(  $self->TransactionObj->Type eq "Status"
>      && $self->TransactionObj->Field eq "new" )
> {
>   return 0;
> }
> return 1;
> 
> 
> 2)
> Description: Notify Owner On New Ticket
> Condition: On Create
> Action: Notify Owner
> Template: Notify Owner
> 
> Keep in mind that no mails are sent if owner is Nobody so scrip #2 will 
> only work if there's really an owner. But you may want to extend the 
> first condition to look if the owner is Nobody. Otherwise the group will 
> be informed in each case. But I'm too lazy to look for that code now 
> too. Check the wiki at http://wiki.bestpractical.com/view/HomePage and 
> the list at http://www.gossamer-threads.com/lists/rt/ too, they will 
> become your best friends while using RT. ;)
[snip!]

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From lgrella at acquiremedia.com  Tue Mar  4 10:16:42 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Tue, 4 Mar 2008 07:16:42 -0800 (PST)
Subject: [rt-users]  Quick Ticket Create - Default owner
Message-ID: <15829426.post@talk.nabble.com>


When a user created a ticket using the quick ticket create, his name or
nobody is in the drop down list (even if he does not have rights to own in
that queue). So when he created a ticket in a queue that he does not rights
to own in, he got an error on creation. I set up a scrip to set a default
owner on regular ticket creation.

How can I set up the quick ticket creation so that using the owner is set to
a default owner or nobody, but not the current user?

Thanks 
-- 
View this message in context: http://www.nabble.com/Quick-Ticket-Create---Default-owner-tp15829426p15829426.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From rfh at pipex.net  Tue Mar  4 10:28:06 2008
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 04 Mar 2008 15:28:06 +0000
Subject: [rt-users] SERVER_NAME question
Message-ID: <47CD6A86.5030303@pipex.net>

Hi;

apache2,mod_perl2, rt-3.6.4

When apache starts , it loads the RT_Config via webmux , at this point 
is there a way to determine the server name?
It seems the %ENV is only populated with RT specifics defined in webmux.pl.

This is what I need to do:
Have 2 different URL's on the same server pointing to the same RT database
2 rt_name
2 web path, 2 logos etc etc

I have 2 apache instances running one for each URL, I can get what I 
want working if I have 2 copies of /opt/rt3, modify RT_SiteConfig for each.
however I would like to use just one tree and 2 different SiteConfig 
files, my idea on apache reload determine the server name and load the 
appropriate SiteConfig file.
This is possibly asking the impossible , but I have seen RT doing the 
impossible before ..

Many thanks;
Roy

BTW: I would n't like switch to fastcgi.


From sklutch at hostile.org  Tue Mar  4 10:09:31 2008
From: sklutch at hostile.org (Simon Jester)
Date: Tue, 4 Mar 2008 15:09:31 +0000 (UTC)
Subject: [rt-users] Editing ShowCustomFields file to maintain Custom Field
	value formatting
Message-ID: <loom.20080304T145757-801@post.gmane.org>

Morning, everyone!

Long time lurker (with occasional stupid questions) running into an issue with 
a customization to ShowCustomFields file.

In 3.6.1, I edited the ShowCustomfields file to inject a <pre></pre> statement 
just inside the <li> blocks. This took care of an issue in which the carriage 
returns in the custom field value were being stripped on display by the 
browsers. (Interestingly enough, the returns were in the page source but were 
stripped on display). This worked for some time and all was happy. 

Now, I'm deploying replacement hardware (beefy!) and taking the opportunity to 
bump my installation to 3.6.5 and I'm stymied by the changes made to the 
ShowCustomFields file in which the code block that was present in 3.6.1 was 
moved to a subroutine and updated. If I use the same logic and insert my 
<pre></pre> statement just inside the <li> block, it just gets ignored and the 
custom fields are a jumble of text.

What up with that?  Can someone point me to the proper place/method to insert 
these statements?  Or is there a better way that I've completely missed in my 
zeal to edit source files?  :)

sklutch

<<<<3.6.1 file changes>>>>
% while (my $Value = $Values->Next()) {
<li>
   <pre>  <---Added
% if ($CustomField->LinkValueTo) {
<a href="<%$Value->LinkValueTo|n%>" target="_new">
% }
(...)
<script><!--
            ahah('<%$Value->IncludeContentForValue%>', 'object_cf_value_<%
$Value->id%>');
        --></script>
% }
   </pre> <---Added
</li>



<<<<3.6.5 Unsuccessful file changes>>>>
<ul>
% while ( my $Value = $Values->Next ) {
<li>
 <pre>  <---Added
% $print_value->( $CustomField, $Value );
 </pre> <---Added
</li>
% }
</ul>






From KFCrocker at lbl.gov  Tue Mar  4 12:22:01 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 04 Mar 2008 09:22:01 -0800
Subject: [rt-users] Prevent updates to tickets that have been updated
 since you've opened it
In-Reply-To: <47CC874D.8050709@fonality.com>
References: <20080303024854.GB28432@knowmad.com>
	<47CC874D.8050709@fonality.com>
Message-ID: <47CD8539.7020001@lbl.gov>

Joel,


	What is the purpose? Are you trying to keep multiple people from 
updating the same ticket? If, so, there is a much easier way to do it.

Kenn
LBNL

On 3/3/2008 3:18 PM, Joel Schuweiler wrote:
> In large queues I find that a source of  'confusing/messy/ugly/wrong' 
> tickets come from someone doing the following:
> 
> 1) person 1 opens a ticket
> 2) person 2 opens the ticket and updates
> 3) person 1 updates the ticket
> 
> person 1 and person 2 can both be internal, or one can be external, 
> either case it makes for a very confusing situation. I'm thinking about 
> looking into the following
> 
> 1) person 1 opens a ticket
> 2) person 22 opens the ticket and updates
> 3) person 1 updates the ticket
> 4) rt sees that the last modified time has changed since last update
> 5) pops them to an error page saying the ticket has been updated since 
> they last looked, and pre-fills all the fields for them
> 
> Can anyone see any issues with this?
> 
> (more technical)
> 1) submit the last modified time as a hidden input
> 2) add it to the sql such that the statement fails (no wasted time 
> making an extra statement to compare before insert)
> 
> -Joel
> _______________________________________________
> 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
> 



From jschuweiler at fonality.com  Tue Mar  4 13:44:28 2008
From: jschuweiler at fonality.com (Joel Schuweiler)
Date: Tue, 04 Mar 2008 10:44:28 -0800
Subject: [rt-users] Prevent updates to tickets that have been updated
 since you've opened it
In-Reply-To: <47CD8539.7020001@lbl.gov>
References: <20080303024854.GB28432@knowmad.com>
	<47CC874D.8050709@fonality.com> <47CD8539.7020001@lbl.gov>
Message-ID: <47CD988C.4020101@fonality.com>

Ken,

No, I want multiple people to update a ticket. I don't want someone to 
submit a change to a ticket if they haven't seen a more recent change.

A prime example would be svn, when you try to check in something out of 
date you're not allowed to until you do an update, which forces you to 
deal with any conflicts that may arise.

-Joel

Kenneth Crocker wrote:
> Joel,
>
>
>     What is the purpose? Are you trying to keep multiple people from 
> updating the same ticket? If, so, there is a much easier way to do it.
>
> Kenn
> LBNL
>
> On 3/3/2008 3:18 PM, Joel Schuweiler wrote:
>> In large queues I find that a source of  'confusing/messy/ugly/wrong' 
>> tickets come from someone doing the following:
>>
>> 1) person 1 opens a ticket
>> 2) person 2 opens the ticket and updates
>> 3) person 1 updates the ticket
>>
>> person 1 and person 2 can both be internal, or one can be external, 
>> either case it makes for a very confusing situation. I'm thinking 
>> about looking into the following
>>
>> 1) person 1 opens a ticket
>> 2) person 22 opens the ticket and updates
>> 3) person 1 updates the ticket
>> 4) rt sees that the last modified time has changed since last update
>> 5) pops them to an error page saying the ticket has been updated 
>> since they last looked, and pre-fills all the fields for them
>>
>> Can anyone see any issues with this?
>>
>> (more technical)
>> 1) submit the last modified time as a hidden input
>> 2) add it to the sql such that the statement fails (no wasted time 
>> making an extra statement to compare before insert)
>>
>> -Joel
>> _______________________________________________
>> 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
>>
>



From jschuweiler at fonality.com  Tue Mar  4 13:45:45 2008
From: jschuweiler at fonality.com (Joel Schuweiler)
Date: Tue, 04 Mar 2008 10:45:45 -0800
Subject: [rt-users] custom field type, checkboxes
In-Reply-To: <47CC9C2B.8040806@fonality.com>
References: <47C8975C.30709@fonality.com>		<519782dc0803021253g4dc1f545h1b825e61f3359b59@mail.gmail.com>		<20080302211050.G19302@tribble.ilrt.bris.ac.uk>	<519782dc0803021759y1c87b101p634068e68c81a7f1@mail.gmail.com>	<47CC8628.8050706@fonality.com>
	<47CC9C2B.8040806@fonality.com>
Message-ID: <47CD98D9.5060604@fonality.com>

Problem solved, final solution:


%       my $selected = 0;
%       my @category;
%       my $id = $NamePrefix . $CustomField->Id;
%       my $out = $m->scomp('SELF:options', %ARGS, SelectedRef => 
\$selected, CategoryRef => \@category, ID => $id);
%       if (@category) {
<script type="text/javascript" 
src="<%$RT::WebPath%>/NoAuth/js/cascaded.js"></script>
%#      XXX - Hide this select from w3m?
      <select onchange="filter_cascade('<% $id %>-Values', this.value)" 
name="<%$id%>-Category">
        <option value="" <% !$selected && 'SELECTED' 
%>><&|/l&>-</&></option>
%           foreach my $cat (@category) {
%               my ($depth, $name) = @$cat;
        <option value="<% $name %>"><% '&nbsp;' x $depth |n 
%><%$name%></option>
%           }
      </select><br />
%       }
%if ($CustomField->MaxValues != 0 )
%{
      <select name="<%$id%>-Values" id="<%$id%>-Values"
        <% $Multiple && 'MULTIPLE' %>>
        <option value="" <% !$selected && 'SELECTED' %>><&|/l&>(no 
value)</&></option>
%       $m->out($out);
      </select>
%}
%else
%{
%       $m->out($out);
%}

<%ARGS>
$Object => undef
$CustomField => undef
$NamePrefix => undef
$Default => undef
$Values => undef
$Multiple => 0
$Rows => undef
</%ARGS>

<%method options>
% my $selected;
% my $CFVs = $CustomField->Values;
% my @levels;
% while ($CFVs and my $value = $CFVs->Next )
% {

%       if ($CustomField->MaxValues == 0 )
%       {

                <input type="checkbox" style="border: none;" name="<% 
$ID %>-Values" id="<%$ID%>-Values" value="<%$value->Name%>"
%               if ($Values)
%               {
                        <% $Values->HasEntry($value->Name) && 
($$SelectedRef = 1) && 'CHECKED' %>
%               }
%               elsif ($Default)
%               {
                        <% (ref $Default ? (grep {$_ eq $value->Name} 
@{$Default}) : ($Default eq $value->Name))
                        && ($$SelectedRef = 1) && 'CHECKED' %>
%               }
                ><% $value->Name%><br>
%       }
%       else
%       {
                <option value="<%$value->Name%>"
%               if ($Values)
%               {
                                <% $Values->HasEntry($value->Name) && 
($$SelectedRef = 1) && 'SELECTED' %>
%               }
%               elsif ($Default)
%               {
                            <% (ref $Default ? (grep {$_ eq 
$value->Name} @{$Default}) : ($Default eq $value->Name))
                                && ($$SelectedRef = 1) && 'SELECTED' %>
%               }
                        ><% $value->Name%></option>
%       }
% }


<%args>
$CustomField    => undef
$Default        => undef
$Values         => undef
$SelectedRef    => undef
$CategoryRef    => undef
$ID             => undef
</%args>
</%method>



From todd at chaka.net  Tue Mar  4 14:50:13 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 4 Mar 2008 14:50:13 -0500
Subject: [rt-users] Editing ShowCustomFields file to maintain Custom
	Field value formatting
In-Reply-To: <loom.20080304T145757-801@post.gmane.org>
References: <loom.20080304T145757-801@post.gmane.org>
Message-ID: <519782dc0803041150m4187fa5fld6dd2b0a5e79c554@mail.gmail.com>

You could do this with a callcack and a custom component like so:

/opt/rt3/local/html/Elements/Callbacks/myCompany/Elements/ShowCustomFields/ShowComponentName:

<%INIT>
return unless $CustomField;

unless ( $m->comp_exists( $$Name ) ) {
    $$Name = "ShowCustomFieldPre";
}
</%INIT>
<%ARGS>
$Name
$CustomField => undef
</%ARGS>

/opt/rt3/local/html/Elements/ShowCustomFieldPre:

% my $content = $Object->Content;
<pre>
<% $content %>
</pre>
<%ARGS>
$Object
</%ARGS>


On 3/4/08, Simon Jester <sklutch at hostile.org> wrote:
> Morning, everyone!
>
>  Long time lurker (with occasional stupid questions) running into an issue with
>  a customization to ShowCustomFields file.
>
>  In 3.6.1, I edited the ShowCustomfields file to inject a <pre></pre> statement
>  just inside the <li> blocks. This took care of an issue in which the carriage
>  returns in the custom field value were being stripped on display by the
>  browsers. (Interestingly enough, the returns were in the page source but were
>  stripped on display). This worked for some time and all was happy.
>
>  Now, I'm deploying replacement hardware (beefy!) and taking the opportunity to
>  bump my installation to 3.6.5 and I'm stymied by the changes made to the
>  ShowCustomFields file in which the code block that was present in 3.6.1 was
>  moved to a subroutine and updated. If I use the same logic and insert my
>  <pre></pre> statement just inside the <li> block, it just gets ignored and the
>  custom fields are a jumble of text.
>
>  What up with that?  Can someone point me to the proper place/method to insert
>  these statements?  Or is there a better way that I've completely missed in my
>  zeal to edit source files?  :)
>
>  sklutch
>
>  <<<<3.6.1 file changes>>>>
>  % while (my $Value = $Values->Next()) {
>  <li>
>    <pre>  <---Added
>  % if ($CustomField->LinkValueTo) {
>  <a href="<%$Value->LinkValueTo|n%>" target="_new">
>  % }
>  (...)
>  <script><!--
>             ahah('<%$Value->IncludeContentForValue%>', 'object_cf_value_<%
>  $Value->id%>');
>         --></script>
>  % }
>    </pre> <---Added
>  </li>
>
>
>
>  <<<<3.6.5 Unsuccessful file changes>>>>
>  <ul>
>  % while ( my $Value = $Values->Next ) {
>  <li>
>   <pre>  <---Added
>  % $print_value->( $CustomField, $Value );
>   </pre> <---Added
>  </li>
>  % }
>  </ul>
>
>
>
>
>  _______________________________________________
>  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
>


From gevans at hcc.net  Tue Mar  4 15:25:24 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 4 Mar 2008 12:25:24 -0800
Subject: [rt-users] history of tickets?
Message-ID: <008001c87e35$e13da860$1200a8c0@hcc.local>

Hello list,

Is there a way to show a link for every ticket that has ever been created
for a given user?  What I am looking to do is add a history of all tickets
to the "People" section.

I have already added some things, but was not sure how I would go about
adding this, or maybe there is a better way that I have not discovered yet?


I was hoping for something like:

Call History:
Ticket #       Subject              Status
12345          Email Issue          Resolved
13421          Connection Issue     Resolved
14597          Wireless Issue       Stalled

The above would also be links to each ticket.

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 




From ruz at bestpractical.com  Tue Mar  4 15:32:15 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 4 Mar 2008 23:32:15 +0300
Subject: [rt-users] history of tickets?
In-Reply-To: <008001c87e35$e13da860$1200a8c0@hcc.local>
References: <008001c87e35$e13da860$1200a8c0@hcc.local>
Message-ID: <589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>

If requestor is unprivileged then there is a box "More about xxxx" on
ticket's page. Have you seen it?

On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans <gevans at hcc.net> wrote:
> Hello list,
>
>  Is there a way to show a link for every ticket that has ever been created
>  for a given user?  What I am looking to do is add a history of all tickets
>  to the "People" section.
>
>  I have already added some things, but was not sure how I would go about
>  adding this, or maybe there is a better way that I have not discovered yet?
>
>
>  I was hoping for something like:
>
>  Call History:
>  Ticket #       Subject              Status
>  12345          Email Issue          Resolved
>  13421          Connection Issue     Resolved
>  14597          Wireless Issue       Stalled
>
>  The above would also be links to each ticket.
>
>  Greg Evans
>  Hood Canal Communications
>  (360) 898-2481 ext.212
>
>
>  _______________________________________________
>  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 gleduc at mail.sdsu.edu  Tue Mar  4 15:39:57 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 04 Mar 2008 12:39:57 -0800
Subject: [rt-users] history of tickets?
In-Reply-To: <589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.co
 m>
References: <008001c87e35$e13da860$1200a8c0@hcc.local>
	<589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
Message-ID: <6.2.1.2.2.20080304123848.062be620@mail.sdsu.edu>

This doesn't show resolved or rejected tickets, at least in 3.6.3.

At 12:32 PM 3/4/2008, Ruslan Zakirov wrote:
>If requestor is unprivileged then there is a box "More about xxxx" on
>ticket's page. Have you seen it?
>
>On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans <gevans at hcc.net> wrote:
> > Hello list,
> >
> >  Is there a way to show a link for every ticket that has ever been created
> >  for a given user?  What I am looking to do is add a history of all tickets
> >  to the "People" section.
> >
> >  I have already added some things, but was not sure how I would go about
> >  adding this, or maybe there is a better way that I have not discovered 
> yet?
> >
> >
> >  I was hoping for something like:
> >
> >  Call History:
> >  Ticket #       Subject              Status
> >  12345          Email Issue          Resolved
> >  13421          Connection Issue     Resolved
> >  14597          Wireless Issue       Stalled
> >
> >  The above would also be links to each ticket.
> >
> >  Greg Evans
> >  Hood Canal Communications
> >  (360) 898-2481 ext.212
> >
> >
> >  _______________________________________________
> >  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.
>_______________________________________________
>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


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From gevans at hcc.net  Tue Mar  4 15:49:02 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 4 Mar 2008 12:49:02 -0800
Subject: [rt-users] history of tickets?
In-Reply-To: <589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
References: <008001c87e35$e13da860$1200a8c0@hcc.local>
	<589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
Message-ID: <008201c87e39$2eb1f7b0$1200a8c0@hcc.local>

I have, but that doesn't seem to show Resolved tickets, only current tickets
that have not been resolved? I checked  on a couple unprivledged requestors
that I know have multiple resolved tickets but I can't see the resolved
tickets in the "More About..." section which is what I would like to see 


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Tuesday, March 04, 2008 12:32 PM
To: Greg Evans
Cc: RT Users
Subject: Re: [rt-users] history of tickets?

If requestor is unprivileged then there is a box "More about xxxx" on
ticket's page. Have you seen it?

On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans <gevans at hcc.net> wrote:
> Hello list,
>
>  Is there a way to show a link for every ticket that has ever been 
> created  for a given user?  What I am looking to do is add a history 
> of all tickets  to the "People" section.
>
>  I have already added some things, but was not sure how I would go 
> about  adding this, or maybe there is a better way that I have not
discovered yet?
>
>
>  I was hoping for something like:
>
>  Call History:
>  Ticket #       Subject              Status
>  12345          Email Issue          Resolved
>  13421          Connection Issue     Resolved
>  14597          Wireless Issue       Stalled
>
>  The above would also be links to each ticket.
>
>  Greg Evans
>  Hood Canal Communications
>  (360) 898-2481 ext.212
>
>
>  _______________________________________________
>  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 juan.mas at gmail.com  Tue Mar  4 16:22:21 2008
From: juan.mas at gmail.com (Juan Mas)
Date: Tue, 4 Mar 2008 16:22:21 -0500
Subject: [rt-users] Clicking a link brings me back to login page
Message-ID: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>

Hi All,

I just got RT 3.6.6 installed on gentoo and followed the installation
instructions step by step.  I am able to get to the login page and
login using root, but when I click on any link it brings me back to
the login screen.  I can then log in and it will take me to where I
need to go but I have to do this after every link I click.  I tried
searching the archives but didn't find any answers.  Does anyone know
a solution to this?

-- 
-Juan


From mike.peachey at jennic.com  Tue Mar  4 16:27:43 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 04 Mar 2008 21:27:43 +0000
Subject: [rt-users] Clicking a link brings me back to login page
In-Reply-To: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
References: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
Message-ID: <47CDBECF.1000200@jennic.com>

Juan Mas wrote:
> Hi All,
> 
> I just got RT 3.6.6 installed on gentoo and followed the installation
> instructions step by step.  I am able to get to the login page and
> login using root, but when I click on any link it brings me back to
> the login screen.  I can then log in and it will take me to where I
> need to go but I have to do this after every link I click.  I tried
> searching the archives but didn't find any answers.  Does anyone know
> a solution to this?

Sorry to be so short, but it's late and I'm off to bed, but it sounds 
like a cookie problem as it's cookies that keep you logged in.

Check your browsers list of cookies for one made by RT for the domain 
you're accessing it on. Check that it remains through a page change.
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________



From juan.mas at gmail.com  Tue Mar  4 16:33:12 2008
From: juan.mas at gmail.com (Juan Mas)
Date: Tue, 4 Mar 2008 16:33:12 -0500
Subject: [rt-users] Clicking a link brings me back to login page
In-Reply-To: <47CDBECF.1000200@jennic.com>
References: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
	<47CDBECF.1000200@jennic.com>
Message-ID: <7d73da0803041333v6f937155s6c2d4efeea8cadaf@mail.gmail.com>

First thing I checked.  I have tried in both IE7 and Firefox.

On Tue, Mar 4, 2008 at 4:27 PM, Mike Peachey <mike.peachey at jennic.com> wrote:
>
> Juan Mas wrote:
>  > Hi All,
>  >
>  > I just got RT 3.6.6 installed on gentoo and followed the installation
>  > instructions step by step.  I am able to get to the login page and
>  > login using root, but when I click on any link it brings me back to
>  > the login screen.  I can then log in and it will take me to where I
>  > need to go but I have to do this after every link I click.  I tried
>  > searching the archives but didn't find any answers.  Does anyone know
>  > a solution to this?
>
>  Sorry to be so short, but it's late and I'm off to bed, but it sounds
>  like a cookie problem as it's cookies that keep you logged in.
>
>  Check your browsers list of cookies for one made by RT for the domain
>  you're accessing it on. Check that it remains through a page change.
>  --
>  Kind Regards,
>
>  ___________________________________________________
>
>  Mike Peachey, IT
>  Tel: +44 (0) 114 281 2655
>  Fax: +44 (0) 114 281 2951
>  Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
>  http://www.jennic.com
>  Confidential
>  ___________________________________________________
>
>



-- 
-Juan


From KFCrocker at lbl.gov  Tue Mar  4 16:55:37 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 04 Mar 2008 13:55:37 -0800
Subject: [rt-users] Clicking a link brings me back to login page
In-Reply-To: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
References: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
Message-ID: <47CDC559.8090109@lbl.gov>

Juan,



	I've found that this is more common than I thought. There are at least 
a couple possible reasons, one has to do with setting up your sessions 
table (MySQL) and the other has to do with how FireFox and IE handle 
cookies along with Apache. This is how we handled it:

	1) make a change in RT_SiteConfig.pm
	"Set($WebSessionClass, 'Apache::Session::File');"

	2) Set SetupSessionCookies overrides (type ?vi SetupSessionCookies? 
<enter>); as follows:

	Modify ?my $session_properties;? by adding ?Transaction   => 1,? to the 
code at end before the ?else? line."

	This did it for us, but we don't use the DataBase SESSION Table.
	Hope this helps.

Kenn
LBNL

On 3/4/2008 1:22 PM, Juan Mas wrote:
> Hi All,
> 
> I just got RT 3.6.6 installed on gentoo and followed the installation
> instructions step by step.  I am able to get to the login page and
> login using root, but when I click on any link it brings me back to
> the login screen.  I can then log in and it will take me to where I
> need to go but I have to do this after every link I click.  I tried
> searching the archives but didn't find any answers.  Does anyone know
> a solution to this?
> 



From juan.mas at gmail.com  Tue Mar  4 17:10:54 2008
From: juan.mas at gmail.com (Juan Mas)
Date: Tue, 4 Mar 2008 17:10:54 -0500
Subject: [rt-users] Clicking a link brings me back to login page
In-Reply-To: <47CDC559.8090109@lbl.gov>
References: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>
	<47CDC559.8090109@lbl.gov>
Message-ID: <7d73da0803041410hae1820bp171815af368a1bb4@mail.gmail.com>

Thanks Kenn.  Your solution worked.  I uncommented the WebSessionClass
in SiteConfig.  SetupSessionCookies already had the line in the code.
Does anyone know any pros/cons to this setup?  Thanks.

-Juan

On Tue, Mar 4, 2008 at 4:55 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> Juan,
>
>
>
>         I've found that this is more common than I thought. There are at least
>  a couple possible reasons, one has to do with setting up your sessions
>  table (MySQL) and the other has to do with how FireFox and IE handle
>  cookies along with Apache. This is how we handled it:
>
>         1) make a change in RT_SiteConfig.pm
>         "Set($WebSessionClass, 'Apache::Session::File');"
>
>         2) Set SetupSessionCookies overrides (type "vi SetupSessionCookies"
>  <enter>); as follows:
>
>         Modify "my $session_properties;" by adding "Transaction   => 1," to the
>  code at end before the "else" line."
>
>         This did it for us, but we don't use the DataBase SESSION Table.
>         Hope this helps.
>
>  Kenn
>  LBNL
>
>
>
>  On 3/4/2008 1:22 PM, Juan Mas wrote:
>  > Hi All,
>  >
>  > I just got RT 3.6.6 installed on gentoo and followed the installation
>  > instructions step by step.  I am able to get to the login page and
>  > login using root, but when I click on any link it brings me back to
>  > the login screen.  I can then log in and it will take me to where I
>  > need to go but I have to do this after every link I click.  I tried
>  > searching the archives but didn't find any answers.  Does anyone know
>  > a solution to this?
>  >
>
>



-- 
-Juan


From gevans at hcc.net  Tue Mar  4 17:43:14 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 4 Mar 2008 14:43:14 -0800
Subject: [rt-users] history of tickets?
In-Reply-To: <6.2.1.2.2.20080304123848.062be620@mail.sdsu.edu>
References: <008001c87e35$e13da860$1200a8c0@hcc.local><589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
	<6.2.1.2.2.20080304123848.062be620@mail.sdsu.edu>
Message-ID: <009601c87e49$238106f0$1200a8c0@hcc.local>

Doesn't show resolved (at least) in 3.6.5, haven't tried rejected, deleted,
et al. 


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene LeDuc
Sent: Tuesday, March 04, 2008 12:40 PM
To: Ruslan Zakirov
Cc: RT Users
Subject: Re: [rt-users] history of tickets?

This doesn't show resolved or rejected tickets, at least in 3.6.3.

At 12:32 PM 3/4/2008, Ruslan Zakirov wrote:
>If requestor is unprivileged then there is a box "More about xxxx" on 
>ticket's page. Have you seen it?
>
>On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans <gevans at hcc.net> wrote:
> > Hello list,
> >
> >  Is there a way to show a link for every ticket that has ever been 
> > created  for a given user?  What I am looking to do is add a history 
> > of all tickets  to the "People" section.
> >
> >  I have already added some things, but was not sure how I would go 
> > about  adding this, or maybe there is a better way that I have not 
> > discovered
> yet?
> >
> >
> >  I was hoping for something like:
> >
> >  Call History:
> >  Ticket #       Subject              Status
> >  12345          Email Issue          Resolved
> >  13421          Connection Issue     Resolved
> >  14597          Wireless Issue       Stalled
> >
> >  The above would also be links to each ticket.
> >
> >  Greg Evans
> >  Hood Canal Communications
> >  (360) 898-2481 ext.212
> >
> >
> >  _______________________________________________
> >  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.
>_______________________________________________
>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


--
Gene LeDuc, GSEC
Security Analyst
San Diego State University 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com Commercial support:
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From stroke_of_death at yahoo.com  Tue Mar  4 21:53:55 2008
From: stroke_of_death at yahoo.com (Sean)
Date: Tue, 4 Mar 2008 18:53:55 -0800 (PST)
Subject: [rt-users] Making a field mandatory for ticket resolution.
Message-ID: <618575.63380.qm@web58703.mail.re1.yahoo.com>

So has anyone modified this to make time worked mandatory? Running RT 3.6.4 and would love to implement this, but like the previous poster, my JavaScript-fu is weak :-)

Are there plans to make time worked mandatory in other versions (maybe it already is in 3.6.5 or 3.6.6?)

Thanks.

----- Original Message ----
From: Jacob Helwig <Jacob at buschs.com>
To: RT-Users at lists.bestpractical.com
Sent: Tuesday, October 23, 2007 7:41:19 AM
Subject: RE: [rt-users] Making a field mandatory for ticket resolution.

It sounds like http://wiki.bestpractical.com/view/MandatorySubject could
be modified to do the checks that Huw is looking for.  Unfortunately, my
JavaScript-fu is weak, so I wouldn't be able to quickly/easily suggest a
way to do the needed modifications, but it sounds like it would be able
to provide a base/starting point.

-- 
Jacob Helwig
PC Technician
Busch's Help Desk
Desk: x35221
Direct: 734-214-8221

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew
Barnes
Sent: Tuesday, October 23, 2007 8:30 AM
To: Huw Selley
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Making a field mandatory for ticket resolution.

My boss wanted the same from me.  As a sledgehammer fix, I set it so
that any action taken on a ticket defaults to 10 min by editing
local/html/Ticket/Update.html

I'm sure there would be a way to add something to the UI (i.e. a
javascript snippet) but I've been pulled off onto other projects for the
moment.


Huw Selley wrote:
> Hi,
>
> My apologies if this belongs on rt-devel.
>
> I am currently using RT 3.6.3 in production and have had a request
from
> management to force users to update the 'Time Worked' field when
resolving a
> ticket.
>
> I could not spot anywhere in the UI to make a built-in field mandatory
so I
> guess I need to write a scrip to do this.
> My questions are:
>
> 1) Can I do this from the UI?
> 2) If not can someone point me in the right direction, I am happy to
write a
> scrip that runs OnResolve and checks that there is a value in the
timeworked
> field but I am unsure how to warn the user that they have not filled
in a
> value (or does RT take care of that for me?)
>
> Thanks in advance
>
> Huw
>
>
>
> 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
>
> _______________________________________________
> 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


      ____________________________________________________________________________________
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From matthew.seaman at thebunker.net  Wed Mar  5 01:50:26 2008
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Wed, 05 Mar 2008 06:50:26 +0000
Subject: [rt-users] Clicking a link brings me back to login page
In-Reply-To: <7d73da0803041410hae1820bp171815af368a1bb4@mail.gmail.com>
References: <7d73da0803041322u206267abs9f030ae35182efec@mail.gmail.com>	<47CDC559.8090109@lbl.gov>
	<7d73da0803041410hae1820bp171815af368a1bb4@mail.gmail.com>
Message-ID: <47CE42B2.8080406@thebunker.net>

Juan Mas wrote:
> Thanks Kenn.  Your solution worked.  I uncommented the WebSessionClass
> in SiteConfig.  SetupSessionCookies already had the line in the code.
> Does anyone know any pros/cons to this setup?  Thanks.
> 
> -Juan
> 
> On Tue, Mar 4, 2008 at 4:55 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>> Juan,
>>
>>
>>
>>         I've found that this is more common than I thought. There are at least
>>  a couple possible reasons, one has to do with setting up your sessions
>>  table (MySQL) and the other has to do with how FireFox and IE handle
>>  cookies along with Apache. This is how we handled it:
>>
>>         1) make a change in RT_SiteConfig.pm
>>         "Set($WebSessionClass, 'Apache::Session::File');"
>>
>>         2) Set SetupSessionCookies overrides (type "vi SetupSessionCookies"
>>  <enter>); as follows:
>>
>>         Modify "my $session_properties;" by adding "Transaction   => 1," to the
>>  code at end before the "else" line."
>>
>>         This did it for us, but we don't use the DataBase SESSION Table.
>>         Hope this helps.

Part (1) of this keeps session data in files under $RT_HOME.  It should
work fine, so long as you only have one web front-end.  It won't be as
scalable if you build up thousands of session files in the same directory[*]
due to the time taken to find the needed file in the directory listings.

An alternative is to alter the database schema:

ALTER TABLE sessions MODIFY a_session longblob ;

See: http://lists.bestpractical.com/pipermail/rt-users/2008-January/049583.html

Which is necessary as I understand it where you have a default
character set of utf8 such that certain data when treated as text
expands it to 3 bytes per character.  Treating it as a binary blob allows
it to be retrieved unaltered.

Part (2) is part of the distributed RT code nowadays, and that patch no
longer needs to be applied.

	Cheers,

	Matthew

[*] Running a cron job to reap old session data, whether on disk or in
the database, is a good idea.

-- 
Dr Matthew Seaman                     The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers            Marshborough Rd
Tel: +44 1304 814890                  Sandwich
Fax: +44 1304 814899                  Kent, CT13 0PL, UK


From eynatnir2 at hotmail.com  Wed Mar  5 02:46:15 2008
From: eynatnir2 at hotmail.com (Eynat Nir Mishor)
Date: Wed, 5 Mar 2008 09:46:15 +0200
Subject: [rt-users] Emailing tickets search result
In-Reply-To: <20080211102718.GC16371@bestpractical.com>
References: <BLU127-DS3308E5F3949A9C9E664D4EF2D0@phx.gbl>
	<47A9ED45.8050603@ccdc.cam.ac.uk>
	<BLU127-DS1117860435B1AC701FF2CEF2E0@phx.gbl>
	<519782dc0802101911k7b860218xfef894a1800edef4@mail.gmail.com>
	<BLU127-DS31AF88183E5A87771432FEF2A0@phx.gbl>
	<20080211102718.GC16371@bestpractical.com>
Message-ID: <BLU127-DS3F1965CC61C9A0DC1A2C0EF110@phx.gbl>

Hi Jesse,

Was this feature published?

Thanks, Eynat

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Monday, 11 February 2008 12:27 PM
To: Eynat Nir Mishor
Cc: 'Todd Chapman'; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Emailing tickets search result




On Mon, Feb 11, 2008 at 11:05:00AM +0200, Eynat Nir Mishor wrote:
> That's my fallback.
> But I prefer a self-containing email rather than a link.

We have something kind of cool along these lines that we're working to
get opensourced. I'm hopeful that it will happen this week.


> Eynat
> 
> -----Original Message-----
> From: Todd Chapman [mailto:todd at chaka.net] 
> Sent: Monday, 11 February 2008 5:12 AM
> To: Eynat Nir Mishor
> Cc: Toby Darling; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Emailing tickets search result
> 
> Why don't you just email a link to a search so that it runs when clicked?
> 
> On 2/7/08, Eynat Nir Mishor <eynatnir2 at hotmail.com> wrote:
> > Thanks - it does the job, but it has two drawbacks:
> >
> > 1. It produces very simple textual output.  I would like to send a
richer
> > HTML output similar to how search results appear in RT.
> >
> > 2. It is hard to customize.  I would like to use a template mechanism
for
> > easy customization that my occur later in time.
> >
> > Eynat
> >
> > -----Original Message-----
> > From: Toby Darling [mailto:darling at ccdc.cam.ac.uk]
> > Sent: Wednesday, 06 February 2008 7:24 PM
> > To: Eynat Nir Mishor
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Emailing tickets search result
> >
> > Hi
> >
> > > Example for usage: every night email the manager a list of all tickets
> > that
> > > were created in the past day and how they divide by current status.
> >
> > Simple command line:
> >
> > for s in open new resolved; do
> >    echo "=== $s ==="; rt list -s "created = 'today' AND status = '$s'";
> > done | mail ...
> >
> > LEGAL NOTICE
> > Unless expressly stated otherwise, information contained in this
> > message is confidential. If this message is not intended for you,
> > please inform postmaster at ccdc.cam.ac.uk and delete the message.
> > The Cambridge Crystallographic Data Centre is a company Limited
> > by Guarantee and a Registered Charity.
> > Registered in England No. 2155347 Registered Charity No. 800579
> > Registered office 12 Union Road, Cambridge CB2 1EZ.
> >
> > _______________________________________________
> > 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
> >
> 
> _______________________________________________
> 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
> 

-- 



From ajakubas at arces.net  Wed Mar  5 03:37:40 2008
From: ajakubas at arces.net (Arkadiusz Jakubas)
Date: Wed, 5 Mar 2008 09:37:40 +0100
Subject: [rt-users] 0 tickets found when using custom fields
Message-ID: <e88682810803050037x655cc260hd7a71a9ad33a6c48@mail.gmail.com>

Can anyone answer to this ?

-- 
Arkadiusz Jakubas
Arces Network, LLC
http://www.arces.net
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From ajakubas at arces.net  Wed Mar  5 03:45:34 2008
From: ajakubas at arces.net (Arkadiusz Jakubas)
Date: Wed, 5 Mar 2008 09:45:34 +0100
Subject: [rt-users] 0 tickets found when using custom fields
In-Reply-To: <e88682810802140223s91dc9f5s50c1fff2411cb9ba@mail.gmail.com>
References: <e88682810802130043p3070a9a9ta2cf012d0b2ae81c@mail.gmail.com>
	<e88682810802140223s91dc9f5s50c1fff2411cb9ba@mail.gmail.com>
Message-ID: <e88682810803050045x14ff7e98v976dc3a46bd9118b@mail.gmail.com>

It this some kind of bug ?


2008/2/14, Arkadiusz Jakubas <ajakubas at arces.net>:
>
> I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :
>
> SELECT COUNT(DISTINCT main.id) FROM (((Tickets main  LEFT JOIN
> ObjectCustomFields ObjectCustomFields_1  ON ((ObjectCustomFields_1.ObjectId
> = '0')) AND(  ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN
> CustomFields CustomFields_2  ON ( CustomFields_2.id =
> ObjectCustomFields_1.CustomField))  LEFT JOIN ObjectCustomFieldValues
> ObjectCustomFieldValues_3  ON ((ObjectCustomFieldValues_3.ObjectId =
> main.id)) AND(  ObjectCustomFieldValues_3.CustomField = CustomFields_2.id)
> AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND(
> (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE
> ((CustomFields_2.Name = 'Approval')) AND ((main.EffectiveId = main.id))
> AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( (
> (ObjectCustomFieldValues_3.Content LIKE '%1. Pending%') ) )
>
> result  :
> +-------------------------+
> | COUNT(DISTINCT main.id) |
> +-------------------------+
> |                       0 |
> +-------------------------+
>
> Then i modified query a little removed:
> (ObjectCustomFieldValues_3.Content LIKE '%1. Pending%')
> and
> (CustomFields_2.Name = 'Approval'))
>
> changed from:
> SELECT COUNT(DISTINCT main.id)
> to
> SELECT *
>
> query:
> SELECT * FROM (((Tickets main  LEFT JOIN ObjectCustomFields
> ObjectCustomFields_1  ON ((ObjectCustomFields_1.ObjectId = '0')) AND(
> ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN CustomFields
> CustomFields_2  ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField))
> LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3  ON
> ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND(
> ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND(
> (ObjectCustomFieldValues_3.Disabled = '0')) AND(
> (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE  ((
> main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((
> main.Type = 'ticket')) order by main.LastUpdated desc limit 100 ;
>
>
> some result:
>
> | id    | EffectiveId | Queue | Type   | IssueStatement | Resolution |
> Owner | Subject                   | InitialPriority | FinalPriority |
> Priority | TimeEstimated | TimeWorked | Status | TimeLeft |
> Told                | Starts              | Started             |
> Due                 | Resolved            | LastUpdatedBy |
> LastUpdated         | Creator | Created             | Disabled | id   |
> CustomField | ObjectId | SortOrder | Creator | Created | LastUpdatedBy |
> LastUpdated | id   | Name | Type | Description | SortOrder | Creator |
> Created | LastUpdatedBy | LastUpdated | Disabled | LookupType | Repeated |
> Pattern | MaxValues | id   | ObjectId | CustomField | Content | Creator |
> Created | LastUpdatedBy | LastUpdated | ObjectType | LargeContent |
> ContentType | ContentEncoding | SortOrder | Disabled |
>
> +-------+-------------+-------+--------+----------------+------------+-------+---------------------------+-----------------+---------------+----------+---------------+------------+--------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+------+-------------+----------+-----------+---------+---------+---------------+-------------+------+------+------+-------------+-----------+---------+---------+---------------+-------------+----------+------------+----------+---------+-----------+------+----------+-------------+---------+---------+---------+---------------+-------------+------------+--------------+-------------+-----------------+-----------+----------+
> | 22285 |       22285 |     6 | ticket |              0 |          0 |
> 91191 | Juniper   |              20 |            39 |       22 |
> 0 |          0 | open   |        0 | 2008-02-14 08:24:01 | 1970-01-01
> 00:00:00 | 1970-01-01 00:00:00 | 2008-02-24 01:13:50 | 1970-01-01 00:00:00
> |           620 | 2008-02-14 08:24:01 |   50067 | 2008-02-13 20:18:20
> |        0 | NULL |        NULL |     NULL |      NULL |    NULL | NULL
> |          NULL | NULL        | NULL | NULL | NULL | NULL        |      NULL
> |    NULL | NULL    |          NULL | NULL        |     NULL | NULL
> |     NULL | NULL    |      NULL | NULL |     NULL |        NULL | NULL
> |    NULL | NULL    |          NULL | NULL        | NULL       |
> NULL         | NULL        | NULL            |      NULL |     NULL |
> | 22269 |       22269 |    53 | ticket |              0 |          0 |
> 93603 | Account  |              10 |            29 |       19 |
> 0 |         30 | open   |        0 | 2008-02-13 10:04:11 | 1970-01-01
> 00:00:00 | 1970-01-01 00:00:00 | 2008-02-17 16:01:13 | 1970-01-01 00:00:00
> |          5786 | 2008-02-14 07:00:43 |   93260 | 2008-02-12 16:01:13
> |        0 | NULL |        NULL |     NULL |      NULL |    NULL | NULL
> |          NULL | NULL        | NULL | NULL | NULL | NULL        |      NULL
> |    NULL | NULL    |          NULL | NULL        |     NULL | NULL
> |     NULL | NULL    |      NULL | NULL |     NULL |        NULL | NULL
> |    NULL | NULL    |          NULL | NULL        | NULL       |
> NULL         | NULL        | NULL            |      NULL |     NULL |
> | 22286 |       22286 |    47 | ticket |              0 |          0 |
> 50067 | Server reboot             |              10 |            29 |
> 14 |             0 |         60 | open   |        0 | 2008-02-14 04:13:11 |
> 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-19 02:50:52 | 1970-01-01
> 00:00:00 |          5786 | 2008-02-14 07:00:30 |   96040 | 2008-02-14
> 02:50:52 |        0 | NULL |        NULL |     NULL |      NULL |    NULL |
> NULL    |          NULL | NULL        | NULL | NULL | NULL | NULL
> |      NULL |    NULL | NULL    |          NULL | NULL        |     NULL |
> NULL       |     NULL | NULL    |      NULL | NULL |     NULL |        NULL
> | NULL    |    NULL | NULL    |          NULL | NULL        | NULL       |
> NULL         | NULL        | NULL            |      NULL |     NULL |
>
>
> Is this some kind of bug ?  There shouldn't be so many NULLs
>
>


-- 
Arkadiusz Jakubas
Arces Network, LLC
http://www.arces.net
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From Horst.Kriegers at loterie.ch  Wed Mar  5 04:26:17 2008
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Wed, 05 Mar 2008 10:26:17 +0100
Subject: [rt-users] DBSSchema : How to use ?
Message-ID: <47CE754B.7061.0039.0@loterie.ch>

Hello,
Following the instructions of RT Wiki, I've downloaded the
rt-schema-relationships.dot
I cannot visualize it in Debdesigner because the program works with xml
files.
 
Can anyone help me  ?
 
Thanks for your help
Horst
 
 

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courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
e-mail in any way.
___________________________________________________________
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From alvaro.munoz at hp.com  Wed Mar  5 04:43:04 2008
From: alvaro.munoz at hp.com (Munoz, Alvaro)
Date: Wed, 5 Mar 2008 09:43:04 +0000
Subject: [rt-users] Removing assets with Shredder
Message-ID: <D480B1AE14E9C344B7AFB4168C8081C702DEEAC1E5@G4W0831.americas.hpqcorp.net>

Hi,

Is it possible to remove assets from AssetTracker with RT-Shredder?

Thanks!

Alvaro
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From roger at computer-surgery.co.uk  Wed Mar  5 04:57:18 2008
From: roger at computer-surgery.co.uk (Roger Gammans)
Date: Wed, 5 Mar 2008 09:57:18 +0000
Subject: [rt-users] DBSSchema : How to use ?
In-Reply-To: <47CE754B.7061.0039.0@loterie.ch>
References: <47CE754B.7061.0039.0@loterie.ch>
Message-ID: <20080305095718.GA6372@computer-surgery.co.uk>

On Wed, Mar 05, 2008 at 10:26:17AM +0100, Horst Kriegers wrote:
> Hello,
> Following the instructions of RT Wiki, I've downloaded the
> rt-schema-relationships.dot
> I cannot visualize it in Debdesigner because the program works with xml
> files.
>  
> Can anyone help me  ?

Have you tried graphziv /dotty.

Eg, http://www.graphviz.org/  - I have had good luck with the
the zgrviewer if I get graphvix to prpduce svg output.
(http://zvtm.sourceforge.net/zgrviewer.html)

TTFN
-- 
Roger. 	                        Home| http://www.sandman.uklinux.net/
Master of Peng Shui.      (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
 New key Fpr: 72AF 0ACC 9A53 E59F B1B6  DC14 1983 A13E 5C3D 3CEB 


From Horst.Kriegers at loterie.ch  Wed Mar  5 07:39:53 2008
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Wed, 05 Mar 2008 13:39:53 +0100
Subject: [rt-users] =?iso-8859-15?q?R=E9p=2E_=3A_Re=3A__DBSSchema_=3A_How_?=
 =?iso-8859-15?q?to_use_=3F?=
In-Reply-To: <20080305095718.GA6372@computer-surgery.co.uk>
References: <47CE754B.7061.0039.0@loterie.ch>
	<20080305095718.GA6372@computer-surgery.co.uk>
Message-ID: <47CEA2AB.7061.0039.0@loterie.ch>

I've tried with graphviz and zgrviewer and it's OK
 
Thanks for your help
Horst


>>> Le Mercredi, 5. Mars 2008 ?  10:57, Roger Gammans
<roger at computer-surgery.co.uk> a ?crit :
On Wed, Mar 05, 2008 at 10:26:17AM +0100, Horst Kriegers wrote:
> Hello,
> Following the instructions of RT Wiki, I've downloaded the
> rt-schema-relationships.dot
> I cannot visualize it in Debdesigner because the program works with
xml
> files.
>  
> Can anyone help me  ?

Have you tried graphziv /dotty.

Eg, http://www.graphviz.org/  - I have had good luck with the
the zgrviewer if I get graphvix to prpduce svg output.
(http://zvtm.sourceforge.net/zgrviewer.html)

TTFN
-- 
Roger.                         Home| http://www.sandman.uklinux.net/ 
Master of Peng Shui.      (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/ 
New key Fpr: 72AF 0ACC 9A53 E59F B1B6  DC14 1983 A13E 5C3D 3CEB 

___________________________________________________________
Le contenu de ce courriel est uniquement r?serv? ? la personne ou 
l'organisme ? qui il est destin?. Si vous n'?tes pas le destinataire
pr?vu, veuillez nous en informer au plus vite et d?truire le pr?sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque mani?re que ce soit.

The content of this e-mail is intended only and solely for the use 
of the named recipient or organisation. If you are not the named 
recipient, please inform us immediately and delete the present e-mail. 
In this case, you are nor allowed to copy, distribute or use this 
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From jsmoriss at mvlan.net  Wed Mar  5 11:12:39 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 5 Mar 2008 16:12:39 +0000
Subject: [rt-users] HTML -> Text Filters?
Message-ID: <20080305161239.GA1926@zaphod.mvlan.net>

Hi everyone,

In this day and age of HTML e-mails, I wonder if there's an RT plugin I
could use to convert HTML e-mails to text? I'm getting replies like this
in RT on occasion:

Message body not shown because it is too large or is not plain text.

I could ask clients to at least send their e-mails in both formats, but
a filter would minimize the client 'education' necessary to use RT. :-)

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From gevans at hcc.net  Wed Mar  5 11:30:38 2008
From: gevans at hcc.net (Greg Evans)
Date: Wed, 5 Mar 2008 08:30:38 -0800
Subject: [rt-users] history of tickets?
In-Reply-To: <008201c87e39$2eb1f7b0$1200a8c0@hcc.local>
References: <008001c87e35$e13da860$1200a8c0@hcc.local><589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
	<008201c87e39$2eb1f7b0$1200a8c0@hcc.local>
Message-ID: <004a01c87ede$408dbf50$1200a8c0@hcc.local>

Any ideas on how to make this behave the way that I would like it to? Even
pointing me to a path/to/filename maybe? 


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Tuesday, March 04, 2008 12:49 PM
To: 'Ruslan Zakirov'
Cc: 'RT Users'
Subject: Re: [rt-users] history of tickets?

I have, but that doesn't seem to show Resolved tickets, only current tickets
that have not been resolved? I checked  on a couple unprivledged requestors
that I know have multiple resolved tickets but I can't see the resolved
tickets in the "More About..." section which is what I would like to see 


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Tuesday, March 04, 2008 12:32 PM
To: Greg Evans
Cc: RT Users
Subject: Re: [rt-users] history of tickets?

If requestor is unprivileged then there is a box "More about xxxx" on
ticket's page. Have you seen it?

On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans <gevans at hcc.net> wrote:
> Hello list,
>
>  Is there a way to show a link for every ticket that has ever been 
> created  for a given user?  What I am looking to do is add a history 
> of all tickets  to the "People" section.
>
>  I have already added some things, but was not sure how I would go 
> about  adding this, or maybe there is a better way that I have not
discovered yet?
>
>
>  I was hoping for something like:
>
>  Call History:
>  Ticket #       Subject              Status
>  12345          Email Issue          Resolved
>  13421          Connection Issue     Resolved
>  14597          Wireless Issue       Stalled
>
>  The above would also be links to each ticket.
>
>  Greg Evans
>  Hood Canal Communications
>  (360) 898-2481 ext.212
>
>
>  _______________________________________________
>  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.

_______________________________________________
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



From ruz at bestpractical.com  Wed Mar  5 11:47:47 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 5 Mar 2008 19:47:47 +0300
Subject: [rt-users] Every click on a ticket takes 10 seconds
In-Reply-To: <15200974.post@talk.nabble.com>
References: <15200974.post@talk.nabble.com>
Message-ID: <589c94400803050847u29f8daf8i2d6fa81084441a46@mail.gmail.com>

I do think you should see something in mysql slow log except those LOCKs.

On Fri, Feb 8, 2008 at 5:26 PM, asklorz <as at dunkel.de> wrote:
>
>  When clicking on a ticket, it takes 10 sec for the page to build up. The left
>  column of the site (the basics, people, more about xxx xxx) builds up in
>  under 1 sec, but the right column and the bottom (reminders, dates, links,
>  history) takes every time 9-10 seconds to show up.
>
>  Apache log with request time:
>  xxx.xxx.xxx.xxx - - [31/Jan/2008:04:01:27 -0500] "GET
>  /Ticket/Display.html?id=5335 HTTP/1.1" 200 282977 "http://xxxxxx.xx/"
>  "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127
>  Firefox/2.0.0.11" 9597932
>
>  The box has enough free ram, and is 99% idle. In the MySQL I can see many
>  locks like this:
>
>  # Query_time: 9  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>  SELECT GET_LOCK('Apache-Session-bbe05f8fb2d2792dfb16441a94e7f351', 3600);
>
>  This locks seems not the be the source of the problem but the consequence.
>  I switched temporarily to file system based sessions, but the behavior was
>  the same. Every click on a ticket took near 10 seconds.
>
>  The installation holds a few tickets and there are 3 people using it.
>
>  While the site builds up I can see that libperl.so takes 80% of the CPU
>  time.
>
>  Versions:
>
>  OS: CentOS 5
>  Apache/2.2.3
>  MySQL 5.0.22
>  Perl 5.8.8
>  RT: 3.6.6 (problem existed in 3.6.5 too)
>  SELinux: disabled
>
>  Could anyone please help me in debugging this problem?
>
>  Best regards
>
>  Adalbert
>  --
>  View this message in context: http://www.nabble.com/Every-click-on-a-ticket-takes-10-seconds-tp15200974p15200974.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>  _______________________________________________
>  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 ruz at bestpractical.com  Wed Mar  5 11:51:16 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 5 Mar 2008 19:51:16 +0300
Subject: [rt-users] history of tickets?
In-Reply-To: <004a01c87ede$408dbf50$1200a8c0@hcc.local>
References: <008001c87e35$e13da860$1200a8c0@hcc.local>
	<589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
	<008201c87e39$2eb1f7b0$1200a8c0@hcc.local>
	<004a01c87ede$408dbf50$1200a8c0@hcc.local>
Message-ID: <589c94400803050851l51af0ebfw3ad7e30a79b5310c@mail.gmail.com>

http://www.gossamer-threads.com/lists/engine?list=rt;do=search_results;search_forum=forum_3;search_string=%22More%20about%22;search_type=AND&sb=post_time
http://www.gossamer-threads.com/lists/rt/users/71732?search_string=%26quot%3BMore%20about%26quot%3B;#71732

On Wed, Mar 5, 2008 at 7:30 PM, Greg Evans <gevans at hcc.net> wrote:
> Any ideas on how to make this behave the way that I would like it to? Even
>  pointing me to a path/to/filename maybe?
>
>
>
>  Greg Evans
>  Hood Canal Communications
>  (360) 898-2481 ext.212
>
>  -----Original Message-----
>
> From: rt-users-bounces at lists.bestpractical.com
>
>
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg Evans
>  Sent: Tuesday, March 04, 2008 12:49 PM
>  To: 'Ruslan Zakirov'
>  Cc: 'RT Users'
>  Subject: Re: [rt-users] history of tickets?
>
>  I have, but that doesn't seem to show Resolved tickets, only current tickets
>  that have not been resolved? I checked  on a couple unprivledged requestors
>  that I know have multiple resolved tickets but I can't see the resolved
>  tickets in the "More About..." section which is what I would like to see
>
>
>  Greg Evans
>  Hood Canal Communications
>  (360) 898-2481 ext.212
>
>  -----Original Message-----
>  From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf
>  Of Ruslan Zakirov
>  Sent: Tuesday, March 04, 2008 12:32 PM
>  To: Greg Evans
>  Cc: RT Users
>  Subject: Re: [rt-users] history of tickets?
>
>  If requestor is unprivileged then there is a box "More about xxxx" on
>  ticket's page. Have you seen it?
>
>  On Tue, Mar 4, 2008 at 11:25 PM, Greg Evans <gevans at hcc.net> wrote:
>  > Hello list,
>  >
>  >  Is there a way to show a link for every ticket that has ever been
>  > created  for a given user?  What I am looking to do is add a history
>  > of all tickets  to the "People" section.
>  >
>  >  I have already added some things, but was not sure how I would go
>  > about  adding this, or maybe there is a better way that I have not
>  discovered yet?
>  >
>  >
>  >  I was hoping for something like:
>  >
>  >  Call History:
>  >  Ticket #       Subject              Status
>  >  12345          Email Issue          Resolved
>  >  13421          Connection Issue     Resolved
>  >  14597          Wireless Issue       Stalled
>  >
>  >  The above would also be links to each ticket.
>  >
>  >  Greg Evans
>  >  Hood Canal Communications
>  >  (360) 898-2481 ext.212
>  >
>  >
>  >  _______________________________________________
>  >  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.
>
>  _______________________________________________
>  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 falcone at bestpractical.com  Wed Mar  5 11:54:06 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 5 Mar 2008 11:54:06 -0500
Subject: [rt-users] history of tickets?
In-Reply-To: <004a01c87ede$408dbf50$1200a8c0@hcc.local>
References: <008001c87e35$e13da860$1200a8c0@hcc.local><589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
	<008201c87e39$2eb1f7b0$1200a8c0@hcc.local>
	<004a01c87ede$408dbf50$1200a8c0@hcc.local>
Message-ID: <FC589448-C3B6-4163-96A8-11110C3587FE@bestpractical.com>


On Mar 5, 2008, at 11:30 AM, Greg Evans wrote:

> Any ideas on how to make this behave the way that I would like it  
> to? Even
> pointing me to a path/to/filename maybe?

You can change this by overriding
html/Ticket/Elements/ShowRequestor

The FromSQL call controls the Status

-kevin

>


From gevans at hcc.net  Wed Mar  5 12:15:39 2008
From: gevans at hcc.net (Greg Evans)
Date: Wed, 5 Mar 2008 09:15:39 -0800
Subject: [rt-users] history of tickets?
In-Reply-To: <FC589448-C3B6-4163-96A8-11110C3587FE@bestpractical.com>
References: <008001c87e35$e13da860$1200a8c0@hcc.local><589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com><008201c87e39$2eb1f7b0$1200a8c0@hcc.local><004a01c87ede$408dbf50$1200a8c0@hcc.local>
	<FC589448-C3B6-4163-96A8-11110C3587FE@bestpractical.com>
Message-ID: <004b01c87ee4$8aabb050$1200a8c0@hcc.local>

Thanks Guys.

Got the change made and now it is working the way I need it to :)

You guys are awespme!

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, March 05, 2008 8:54 AM
To: RT Users
Subject: Re: [rt-users] history of tickets?


On Mar 5, 2008, at 11:30 AM, Greg Evans wrote:

> Any ideas on how to make this behave the way that I would like it  
> to? Even
> pointing me to a path/to/filename maybe?

You can change this by overriding
html/Ticket/Elements/ShowRequestor

The FromSQL call controls the Status

-kevin

>
_______________________________________________
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



From as at dunkel.de  Wed Mar  5 12:19:12 2008
From: as at dunkel.de (asklorz)
Date: Wed, 5 Mar 2008 09:19:12 -0800 (PST)
Subject: [rt-users] Every click on a ticket takes 10 seconds
In-Reply-To: <589c94400803050847u29f8daf8i2d6fa81084441a46@mail.gmail.com>
References: <15200974.post@talk.nabble.com>
	<589c94400803050847u29f8daf8i2d6fa81084441a46@mail.gmail.com>
Message-ID: <15855507.post@talk.nabble.com>



Ruslan Zakirov-2 wrote:
> 
> I do think you should see something in mysql slow log except those LOCKs.
> 

Thanks for the answer.

No there are no other slow queries.

But I could narrow this problem down to the users. I had a mail conversation
with Jesse Vincent. Please see below.

So this seems to be the problem. The "Reminders" frame has an owner dropdown
where all users are listed. 

Anyone know to to disable this?

--------

>
> Hello,
>
> I have some updates regarding thes case.
>
> It seems the number of users caused the problem.
> When a spam mail arrives a user wil be generated on the system, so  
> there were about 45000 users on the system. After deleting the  
> "spam" users 120 remained. Now the performance is good.
>
> So it seems the application has performance problems when there are  
> many users.
>

45000 users shouldn't be a problem. Likely you have an ACL setup that  
listed all those spam users in one of the ownership dropdowns.

> I hope this helps finding and resolving the problem.
>
> Best regards
>
> Adalbert Sklorz

-- 
View this message in context: http://www.nabble.com/Every-click-on-a-ticket-takes-10-seconds-tp15200974p15855507.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From wcyoung at buffalo.edu  Wed Mar  5 12:12:58 2008
From: wcyoung at buffalo.edu (Wes Young)
Date: Wed, 5 Mar 2008 12:12:58 -0500
Subject: [rt-users] [RTIR] Bulk Abandon - 3.7.13
Message-ID: <844A5334-3E66-4555-B6B3-94FD4FF88500@buffalo.edu>

Has anyone come across this error when trying to do a BulkAbandon on a  
group of [RTIR] tickets:

System error
error:  	Can't call method "CurrentUser" on an undefined value at /opt/ 
rt3/share/html/RTIR/Elements/UpdateData line 71.
context:  	
...  	
67:  	
68:  	if ( $type eq 'Incident' ) {
69:  	push @parents, $Ticket->id;
70:  	} else {
71:  	my $tickets = RT::Tickets->new( $Ticket->CurrentUser() );
72:  	$tickets->FromSQL( "Queue = 'Incidents' AND HasMember = ".  
$Ticket->id );
73:  	while ( my $parent = $tickets->Next ) {
74:  	push @parents, $parent->id;
75:  	}
...  	
code stack:  	/opt/rt3/share/html/RTIR/Elements/UpdateData:71
/opt/rt3/share/html/RTIR/Incident/Elements/ReplyForm:43
/opt/rt3/share/html/Widgets/TitleBox:51
/opt/rt3/share/html/RTIR/Incident/Elements/ReplyForm:47
/opt/rt3/share/html/RTIR/Incident/BulkAbandon.html:67
/opt/rt3/share/html/autohandler:298


The only syslog errors I have been seeing are:

RT: Use of uninitialized value in pattern match (m//) at /opt/rt3/ 
share/html/Callbacks/RTIR/Elements/SelectOwner/UpdateObjectList line  
13. (/opt/rt3/share/html/Callbacks/RTIR/Elements/SelectOwner/ 
UpdateObjectList:13)

RT: Use of uninitialized value in join or string at /opt/rt3/share/ 
html/RTIR/Incident/Elements/ReplyForm line 39. (/opt/rt3/share/html/ 
RTIR/Incident/Elements/ReplyForm:39)

RT: Use of uninitialized value in string eq at /opt/rt3/share/html/ 
RTIR/Elements/UpdateData line 68. (/opt/rt3/share/html/RTIR/Elements/ 
UpdateData:68)


it seems like $Ticket is not being passed to the UpdateData form, but  
I can't seem to figure out why. I'm currently drilling down through  
the html file into UpdateData, just wanted to throw this out there to  
see if i'm chasing my tail.


--
Wes Young
Network Security Analyst
CIT - University at Buffalo
  -----------------------------------------------
| my OpenID:        | http://tinyurl.com/2zu2d3 |
  -----------------------------------------------








From mathew.snyder at gmail.com  Wed Mar  5 12:52:46 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Wed, 05 Mar 2008 12:52:46 -0500
Subject: [rt-users] New ticket causes error
Message-ID: <47CEDDEE.9020203@gmail.com>

My boss created a ticket which is throwing an error:

Can't call method "IsLocal" on an undefined value at 
/usr/local/rt3/lib/RT/URI.pm line 249.


Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm 
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "IsLocal" 
on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 249.^J') 
called at /usr/local/rt3/lib/RT/URI.pm line 249
RT::URI::IsLocal('RT::URI=HASH(0xbe255a4)') called at 
/usr/local/rt3/lib/RT/Links_Overlay.pm line 161
RT::Links::Next('RT::Links=HASH(0xbe53db0)') called at 
/usr/local/rt3/local/html/Elements/ShowLinks line 71
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc5dd90)') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbe51268)', 
'Ticket', 'RT::Ticket=HASH(0xbc5dd90)') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0xbc5dd90)') called at 
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 100
HTML::Mason::Commands::__ANON__ at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 
called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Links', 'title_href', 
'/Ticket/ModifyLinks.html?id=121852', 'class', 'ticket-info-links') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd64ce0)', 
'title', 'Links', 'title_href', '/Ticket/ModifyLinks.html?id=121852', 
'class', 'ticket-info-links') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Links', 
'title_href', '/Ticket/ModifyLinks.html?id=121852', 'class', 
'ticket-info-links') called at 
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 101
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc5dd90)', 
'Attachments', 'RT::Attachments=HASH(0xbc40104)') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd7c19c)', 
'Ticket', 'RT::Ticket=HASH(0xbc5dd90)', 'Attachments', 
'RT::Attachments=HASH(0xbc40104)') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0xbc5dd90)', 'Attachments', 
'RT::Attachments=HASH(0xbc40104)') called at 
/usr/local/rt3/share/html/Ticket/Display.html line 58
HTML::Mason::Commands::__ANON__ at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 
called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd64ce0)', 
'title', 'Ticket metadata') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket 
metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59
HTML::Mason::Commands::__ANON__('id', 121852) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc1b69c)', 
'id', 121852) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 121852) called at 
/usr/local/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__('id', 121852) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb90b00)', 
'id', 121852) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 121852) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm 
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm 
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa838c48)', 
'Apache2::RequestRec=SCALAR(0xb85beb8)') called at 
/usr/local/rt3/bin/webmux.pl line 125
eval {...} at /usr/local/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb85beb8)') called at -e 
line 0
eval {...} at -e line 0

Only this one has the problem.  All others are ok.  Any thoughts?

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From mathew.snyder at gmail.com  Wed Mar  5 12:56:33 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Wed, 05 Mar 2008 12:56:33 -0500
Subject: [rt-users] New ticket causes error
Message-ID: <47CEDED1.90002@gmail.com>

My boss created a ticket which is throwing an error:

Can't call method "IsLocal" on an undefined value at
/usr/local/rt3/lib/RT/URI.pm line 249.


Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "IsLocal"
on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 249.^J')
called at /usr/local/rt3/lib/RT/URI.pm line 249
RT::URI::IsLocal('RT::URI=HASH(0xbe255a4)') called at
/usr/local/rt3/lib/RT/Links_Overlay.pm line 161
RT::Links::Next('RT::Links=HASH(0xbe53db0)') called at
/usr/local/rt3/local/html/Elements/ShowLinks line 71
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc5dd90)')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbe51268)', 

'Ticket', 'RT::Ticket=HASH(0xbc5dd90)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket',
'RT::Ticket=HASH(0xbc5dd90)') called at
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 100
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 

called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Links', 'title_href',
'/Ticket/ModifyLinks.html?id=121852', 'class', 'ticket-info-links')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd64ce0)', 

'title', 'Links', 'title_href', '/Ticket/ModifyLinks.html?id=121852',
'class', 'ticket-info-links') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Links',
'title_href', '/Ticket/ModifyLinks.html?id=121852', 'class',
'ticket-info-links') called at
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 101
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc5dd90)',
'Attachments', 'RT::Attachments=HASH(0xbc40104)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd7c19c)', 

'Ticket', 'RT::Ticket=HASH(0xbc5dd90)', 'Attachments',
'RT::Attachments=HASH(0xbc40104)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket',
'RT::Ticket=HASH(0xbc5dd90)', 'Attachments',
'RT::Attachments=HASH(0xbc40104)') called at
/usr/local/rt3/share/html/Ticket/Display.html line 58
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 

called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd64ce0)', 

'title', 'Ticket metadata') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket
metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59
HTML::Mason::Commands::__ANON__('id', 121852) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc1b69c)', 

'id', 121852) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 121852) called at
/usr/local/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__('id', 121852) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb90b00)', 

'id', 121852) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 121852) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 

called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xbc1b15c)') 

called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa838c48)', 

'Apache2::RequestRec=SCALAR(0xb85beb8)') called at
/usr/local/rt3/bin/webmux.pl line 125
eval {...} at /usr/local/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb85beb8)') called at -e
line 0
eval {...} at -e line 0

Only this one has the problem.  All others are ok.  Any thoughts?

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From joe.casadonte at oracle.com  Wed Mar  5 12:19:46 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 05 Mar 2008 12:19:46 -0500
Subject: [rt-users] Editing ShowCustomFields file to maintain Custom
 Field value formatting
In-Reply-To: <loom.20080304T145757-801@post.gmane.org>
References: <loom.20080304T145757-801@post.gmane.org>
Message-ID: <47CED632.4070509@oracle.com>

On 3/4/2008 10:09 AM, Simon Jester wrote:

> <<<<3.6.5 Unsuccessful file changes>>>>
> <ul>
> % while ( my $Value = $Values->Next ) {
> <li>
>  <pre>  <---Added
> % $print_value->( $CustomField, $Value );
>  </pre> <---Added
> </li>
> % }
> </ul>

When you bring up the page that's not working, do you see your PRE 
blocks in there?  If so, what does the content look like in between them?

The display of the PRE code is browser-dependent, so either the PRE tags 
are not being inserted correctly, or something has munged your custom 
field value.  I would suspect the latter.  Maybe a different CF field 
type is the answer?  Not sure.....

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From KFCrocker at lbl.gov  Wed Mar  5 13:23:26 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 05 Mar 2008 10:23:26 -0800
Subject: [rt-users] 0 tickets found when using custom fields
In-Reply-To: <e88682810803050045x14ff7e98v976dc3a46bd9118b@mail.gmail.com>
References: <e88682810802130043p3070a9a9ta2cf012d0b2ae81c@mail.gmail.com>
	<e88682810802140223s91dc9f5s50c1fff2411cb9ba@mail.gmail.com>
	<e88682810803050045x14ff7e98v976dc3a46bd9118b@mail.gmail.com>
Message-ID: <47CEE51E.6050907@lbl.gov>

Arkadiusz,


	Is this query you are writing in RT/Ticket SQL or native SQL? I use RT 
query with custom fields all the time for reporting and have no problem 
at all. I also use native SQL for other queries on our Oracle DataBase. 
Using native SQL against the DataBase, however, requires some finesse 
when trying to get certain data. For example, to get the value of a CF 
that is applied to tickets in a queue I could use the Ticket ID to go to 
the OBJECTCUSTOMFIELDVALUES, make sure it is a ticket CF and not 
disabled and use the CONTENT from OBJECTCUSTOMFIELDVALUES with any other 
Ticket data for my report. I don't see a need for all those joins. But 
hey, that's just me. Hope this helps.

Kenn
LBNL

On 3/5/2008 12:45 AM, Arkadiusz Jakubas wrote:
> It this some kind of bug ?
> 
> 
> 2008/2/14, Arkadiusz Jakubas <ajakubas at arces.net 
> <mailto:ajakubas at arces.net>>:
> 
>     I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :
> 
>     SELECT COUNT(DISTINCT main.id <http://main.id>) FROM (((Tickets
>     main  LEFT JOIN ObjectCustomFields ObjectCustomFields_1  ON
>     ((ObjectCustomFields_1.ObjectId = '0')) AND( 
>     ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN CustomFields
>     CustomFields_2  ON ( CustomFields_2.id =
>     ObjectCustomFields_1.CustomField))  LEFT JOIN
>     ObjectCustomFieldValues ObjectCustomFieldValues_3  ON
>     ((ObjectCustomFieldValues_3.ObjectId = main.id <http://main.id>))
>     AND(  ObjectCustomFieldValues_3.CustomField = CustomFields_2.id)
>     AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND(
>     (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE
>     ((CustomFields_2.Name = 'Approval')) AND ((main.EffectiveId =
>     main.id <http://main.id>)) AND ((main.Status != 'deleted')) AND
>     ((main.Type = 'ticket')) AND ( ( (ObjectCustomFieldValues_3.Content
>     LIKE '%1. Pending%') ) )
> 
>     result  :
>     +-------------------------+
>     | COUNT(DISTINCT main.id <http://main.id>) |
>     +-------------------------+
>     |                       0 |
>     +-------------------------+
> 
>     Then i modified query a little removed:
>     (ObjectCustomFieldValues_3.Content LIKE '%1. Pending%')
>     and
>     (CustomFields_2.Name = 'Approval'))
> 
>     changed from:
>     SELECT COUNT(DISTINCT main.id <http://main.id>)
>     to
>     SELECT *
> 
>     query:
>     SELECT * FROM (((Tickets main  LEFT JOIN ObjectCustomFields
>     ObjectCustomFields_1  ON ((ObjectCustomFields_1.ObjectId = '0'))
>     AND(  ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN
>     CustomFields CustomFields_2  ON ( CustomFields_2.id =
>     ObjectCustomFields_1.CustomField))  LEFT JOIN
>     ObjectCustomFieldValues ObjectCustomFieldValues_3  ON
>     ((ObjectCustomFieldValues_3.ObjectId = main.id <http://main.id>))
>     AND(  ObjectCustomFieldValues_3.CustomField = CustomFields_2.id)
>     AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND(
>     (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE 
>     ((main.EffectiveId = main.id <http://main.id>)) AND ((main.Status !=
>     'deleted')) AND ((main.Type = 'ticket')) order by main.LastUpdated
>     desc limit 100 ;
> 
> 
>     some result:
> 
>     | id    | EffectiveId | Queue | Type   | IssueStatement | Resolution
>     | Owner | Subject                   | InitialPriority |
>     FinalPriority | Priority | TimeEstimated | TimeWorked | Status |
>     TimeLeft | Told                | Starts              |
>     Started             | Due                 | Resolved            |
>     LastUpdatedBy | LastUpdated         | Creator | Created            
>     | Disabled | id   | CustomField | ObjectId | SortOrder | Creator |
>     Created | LastUpdatedBy | LastUpdated | id   | Name | Type |
>     Description | SortOrder | Creator | Created | LastUpdatedBy |
>     LastUpdated | Disabled | LookupType | Repeated | Pattern | MaxValues
>     | id   | ObjectId | CustomField | Content | Creator | Created |
>     LastUpdatedBy | LastUpdated | ObjectType | LargeContent |
>     ContentType | ContentEncoding | SortOrder | Disabled |
>     +-------+-------------+-------+--------+----------------+------------+-------+---------------------------+-----------------+---------------+----------+---------------+------------+--------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+------+-------------+----------+-----------+---------+---------+---------------+-------------+------+------+------+-------------+-----------+---------+---------+---------------+-------------+----------+------------+----------+---------+-----------+------+----------+-------------+---------+---------+---------+---------------+-------------+------------+--------------+-------------+-----------------+-----------+----------+
>     | 22285 |       22285 |     6 | ticket |              0 |          0
>     | 91191 | Juniper   |              20 |            39 |       22
>     |             0 |          0 | open   |        0 | 2008-02-14
>     08:24:01 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-24
>     01:13:50 | 1970-01-01 00:00:00 |           620 | 2008-02-14 08:24:01
>     |   50067 | 2008-02-13 20:18:20 |        0 | NULL |        NULL
>     |     NULL |      NULL |    NULL | NULL    |          NULL |
>     NULL        | NULL | NULL | NULL | NULL        |      NULL |    NULL
>     | NULL    |          NULL | NULL        |     NULL | NULL      
>     |     NULL | NULL    |      NULL | NULL |     NULL |        NULL |
>     NULL    |    NULL | NULL    |          NULL | NULL        |
>     NULL       | NULL         | NULL        | NULL            |     
>     NULL |     NULL |
>     | 22269 |       22269 |    53 | ticket |              0 |          0
>     | 93603 | Account  |              10 |            29 |       19
>     |             0 |         30 | open   |        0 | 2008-02-13
>     10:04:11 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-17
>     16:01:13 | 1970-01-01 00:00:00 |          5786 | 2008-02-14 07:00:43
>     |   93260 | 2008-02-12 16:01:13 |        0 | NULL |        NULL
>     |     NULL |      NULL |    NULL | NULL    |          NULL |
>     NULL        | NULL | NULL | NULL | NULL        |      NULL |    NULL
>     | NULL    |          NULL | NULL        |     NULL | NULL      
>     |     NULL | NULL    |      NULL | NULL |     NULL |        NULL |
>     NULL    |    NULL | NULL    |          NULL | NULL        |
>     NULL       | NULL         | NULL        | NULL            |     
>     NULL |     NULL |
>     | 22286 |       22286 |    47 | ticket |              0 |          0
>     | 50067 | Server reboot             |              10 |           
>     29 |       14 |             0 |         60 | open   |        0 |
>     2008-02-14 04:13:11 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |
>     2008-02-19 02:50:52 | 1970-01-01 00:00:00 |          5786 |
>     2008-02-14 07:00:30 |   96040 | 2008-02-14 02:50:52 |        0 |
>     NULL |        NULL |     NULL |      NULL |    NULL | NULL   
>     |          NULL | NULL        | NULL | NULL | NULL | NULL       
>     |      NULL |    NULL | NULL    |          NULL | NULL        |    
>     NULL | NULL       |     NULL | NULL    |      NULL | NULL |     NULL
>     |        NULL | NULL    |    NULL | NULL    |          NULL |
>     NULL        | NULL       | NULL         | NULL        |
>     NULL            |      NULL |     NULL |
> 
> 
>     Is this some kind of bug ?  There shouldn't be so many NULLs
> 
> 
> 
> 
> -- 
> Arkadiusz Jakubas
> Arces Network, LLC
> http://www.arces.net
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From juan.mas at gmail.com  Wed Mar  5 13:26:10 2008
From: juan.mas at gmail.com (Juan Mas)
Date: Wed, 5 Mar 2008 13:26:10 -0500
Subject: [rt-users] Mail setup - forwarding from Exchange
Message-ID: <7d73da0803051026t1b02b02bwd5852c68881f14cb@mail.gmail.com>

I'm running RT 3.6.6, and have it almost completed.  The problem Im
running into is, I can't send e-mail to the server running it.  I have
Exchange 2003 where the e-mail distribution list is set up which has
helpdesk at servername.domain.com and helpdesk at domain.com listed as it's
SMTP addresses.  When I send an e-mail to helpdesk, it bounces back
with this message:

The message could not be delivered because the recipient's destination
email system is unknown or invalid. Please check the address and try
again, or contact your system administrator to verify connectivity to
the email system of the recipient.
<  #5.1.2 SMTP; 550 Host unknown>

The server running helpdesk is on Gentoo, and I have setup aliases
according to the installation guide.  If I create a ticket from within
the RT web interface, the ticket is created, and I receive a notice
that the ticket has been created.

Right now, Im not sure if I missed a step on the Exchange server or on
the Linux server.  If you need more info, let me know.  Any
suggestions would be much appreciated.   Thanks.


-- 
-Juan


From sklutch at hostile.org  Wed Mar  5 13:31:06 2008
From: sklutch at hostile.org (Simon Jester)
Date: Wed, 5 Mar 2008 18:31:06 +0000 (UTC)
Subject: [rt-users]
	=?utf-8?q?Editing_ShowCustomFields_file_to_maintain_Cu?=
	=?utf-8?q?stom_Field=09value_formatting?=
References: <loom.20080304T145757-801@post.gmane.org>
Message-ID: <loom.20080305T182050-80@post.gmane.org>

Simon Jester <sklutch <at> hostile.org> writes:

Okay, issue resolved. One of the programmers here pointed out that I'd picked 
the wrong place for the insertion and showed me were it *should* go.

Much thanks to everyone who responded off-list (Todd Chapman, Joe Casadonte) 
for their assistance.

Sorry, Todd, but CallBacks have always been my nemesis. I don't recall having 
gotten a single one to work for me, ever...

Thanks, Joe, but I got your email after my programmer had already laughed at me 
and tweaked the file...

I still love RT and the fact that I *can* customize it, I just wish I had my 
Perl-wings/Mason-fins and could cleanly dive in and customize with abandon.

Now, on to the next "emergency"/fire...


sklutch


<<<<Begin snippet/diff code>>>>

   <i><&|/l&>(no value)</&></i>
   % } elsif ( $count == 1 ) {
   <pre>  <---Added
   %   $print_value->( $CustomField, $Values->First );
   </pre> <---Added
   % } else {
   <ul>
   % while ( my $Value = $Values->Next ) {

   diff results for file:

   57a58
   <pre>
   58a60
   </pre>



From hvgeekwtrvl at gmail.com  Wed Mar  5 13:51:55 2008
From: hvgeekwtrvl at gmail.com (james machado)
Date: Wed, 5 Mar 2008 10:51:55 -0800
Subject: [rt-users] Mail setup - forwarding from Exchange
In-Reply-To: <7d73da0803051026t1b02b02bwd5852c68881f14cb@mail.gmail.com>
References: <7d73da0803051026t1b02b02bwd5852c68881f14cb@mail.gmail.com>
Message-ID: <b43f608a0803051051i3790b00dn620defa0d36e61c5@mail.gmail.com>

Juan,

On your exchange server you need to make a new SMTP connector - go into
Exchange System Manager| Administrative Groups| MAIN (or your group name)|
Routing Groups | <same group as above> | Connectors  and then make a new
connector.  You will tell it that anything going to helpdesk at domain.com will
be sent to your RT server using the "forward all mail through this connector
to the following smart hosts".  Address space will let you set the address
space (domain) that you want to forward.

If the address you want to forward is in the same domain as your normal
email then you have a second choice which is to make an additional message
store, move the mail box of the email user into that message store and have
everything in that message store forwarded to your RT host.  This uses the
same idea as email Archiving.

Just remember it's Exchange so by definition it's a PITA.

James

On Wed, Mar 5, 2008 at 10:26 AM, Juan Mas <juan.mas at gmail.com> wrote:

> I'm running RT 3.6.6, and have it almost completed.  The problem Im
> running into is, I can't send e-mail to the server running it.  I have
> Exchange 2003 where the e-mail distribution list is set up which has
> helpdesk at servername.domain.com and helpdesk at domain.com listed as it's
> SMTP addresses.  When I send an e-mail to helpdesk, it bounces back
> with this message:
>
> The message could not be delivered because the recipient's destination
> email system is unknown or invalid. Please check the address and try
> again, or contact your system administrator to verify connectivity to
> the email system of the recipient.
> <  #5.1.2 SMTP; 550 Host unknown>
>
> The server running helpdesk is on Gentoo, and I have setup aliases
> according to the installation guide.  If I create a ticket from within
> the RT web interface, the ticket is created, and I receive a notice
> that the ticket has been created.
>
> Right now, Im not sure if I missed a step on the Exchange server or on
> the Linux server.  If you need more info, let me know.  Any
> suggestions would be much appreciated.   Thanks.
>
>
> --
> -Juan
> _______________________________________________
> 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
>
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From juan.mas at gmail.com  Wed Mar  5 14:35:00 2008
From: juan.mas at gmail.com (Juan Mas)
Date: Wed, 5 Mar 2008 14:35:00 -0500
Subject: [rt-users] Mail setup - forwarding from Exchange
In-Reply-To: <b43f608a0803051051i3790b00dn620defa0d36e61c5@mail.gmail.com>
References: <7d73da0803051026t1b02b02bwd5852c68881f14cb@mail.gmail.com>
	<b43f608a0803051051i3790b00dn620defa0d36e61c5@mail.gmail.com>
Message-ID: <7d73da0803051135v4537fd93ya01e9d94eac07dea@mail.gmail.com>

James, thanks!  That did it!  I think this normally would have worked
without having to set up a new connector, but since our default
connector for the domain uses an outside server for spam
filtering/monitoring, it didn't know this internal server existed,
which makes the message I was getting make sense.

On Wed, Mar 5, 2008 at 1:51 PM, james machado <hvgeekwtrvl at gmail.com> wrote:
> Juan,
>
> On your exchange server you need to make a new SMTP connector - go into
> Exchange System Manager| Administrative Groups| MAIN (or your group name)|
> Routing Groups | <same group as above> | Connectors  and then make a new
> connector.  You will tell it that anything going to helpdesk at domain.com will
> be sent to your RT server using the "forward all mail through this connector
> to the following smart hosts".  Address space will let you set the address
> space (domain) that you want to forward.
>
> If the address you want to forward is in the same domain as your normal
> email then you have a second choice which is to make an additional message
> store, move the mail box of the email user into that message store and have
> everything in that message store forwarded to your RT host.  This uses the
> same idea as email Archiving.
>
> Just remember it's Exchange so by definition it's a PITA.
>
> James
>
>
>
> On Wed, Mar 5, 2008 at 10:26 AM, Juan Mas <juan.mas at gmail.com> wrote:
>
> >
> >
> >
> > I'm running RT 3.6.6, and have it almost completed.  The problem Im
> > running into is, I can't send e-mail to the server running it.  I have
> > Exchange 2003 where the e-mail distribution list is set up which has
> > helpdesk at servername.domain.com and helpdesk at domain.com listed as it's
> > SMTP addresses.  When I send an e-mail to helpdesk, it bounces back
> > with this message:
> >
> > The message could not be delivered because the recipient's destination
> > email system is unknown or invalid. Please check the address and try
> > again, or contact your system administrator to verify connectivity to
> > the email system of the recipient.
> > <  #5.1.2 SMTP; 550 Host unknown>
> >
> > The server running helpdesk is on Gentoo, and I have setup aliases
> > according to the installation guide.  If I create a ticket from within
> > the RT web interface, the ticket is created, and I receive a notice
> > that the ticket has been created.
> >
> > Right now, Im not sure if I missed a step on the Exchange server or on
> > the Linux server.  If you need more info, let me know.  Any
> > suggestions would be much appreciated.   Thanks.
> >
> >
> > --
> > -Juan
> >
> > _______________________________________________
> > 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
> >
>
>
> _______________________________________________
>  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
>



-- 
-Juan


From lgrella at acquiremedia.com  Wed Mar  5 23:05:41 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Wed, 5 Mar 2008 20:05:41 -0800 (PST)
Subject: [rt-users]  On Queue Change, what queue scrip acts?
Message-ID: <15866097.post@talk.nabble.com>


I am trying to set up scrips for my queues so that when a queue is changed,
the owner in the new queue is set to a default queue owner for that new
queue. It is not working. I have some questions about when the scrips are
run....When the onQueueChange scrip is run, is it run from the old queue's
scrip or the new queue's scrip? I am writing it as if it is run in the new
queue - i.e it was in queue A and now it switches to queue B. I want the
scrip to run in queue B that will change it to a default owner for queue B.

Does this make sense? 

The code I use is the same code I used to set a default owner on create, but
commented out a few lines.
This is the code that I have in the custom action clean up code for the new
queue (queue B):

my $MyUser = "default owners id";
###############################
# my $QueueName = "General"; 
# return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName; 
# my $Actor = $self->TransactionObj->Creator; 
# return 1 if $Actor == $RT::SystemUser->id; 
# return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
###############
$RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to user
$MyUser" );
my ($status, $msg) = $self->TicketObj->SetOwner( $MyUser ); 
unless( $status ) {
  $RT::Logger->warning( "Impossible to assign the ticket to $MyUser: $msg"
);
return undef;
}
1;

Does anyone see anything wrong? The owner does not change when switching
queues.

-- 
View this message in context: http://www.nabble.com/On-Queue-Change%2C-what-queue-scrip-acts--tp15866097p15866097.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From steve at switzersolutions.com  Thu Mar  6 00:46:36 2008
From: steve at switzersolutions.com (Steve Switzer)
Date: Thu, 06 Mar 2008 00:46:36 -0500
Subject: [rt-users] rt shell script: can't create multi-line text in new
	ticket
Message-ID: <47CF853C.60609@switzersolutions.com>

Hello!
   I've been working on a script that checks to see if a ticket exists
for a certain problem, and if not, creates the ticket. I'm using bash
with bin/rt to script this, and have been struggling for a few hours
trying to get it just right. I have all my data in variables, and this
caused me trouble in the beginning... here's an example:

rt create -t ticket set status=new subject='${RTSUBJ} ${HOSTNAME}'
queue='${RTQUEUE}' priority='5' text='${RTMSG}'

Of course, the single quotes caused an issue, and I moved to double
quotes. but then rt was still complaining:

rt: edit: Unrecognised argument 'text=blah
blah'.

Yes, this is multi-line text... and I figured this was causing the
issue, since removing the "text" parameter allowed a ticket to be
created. I figured a template-based ticket creation would work. When I
noticed the -o option, and went to work with this idea:


rt create -t ticket -o set status=new subject="${RTSUBJ} (${HOSTNAME})"
queue="${RTQUEUE}" priority=5 | sed -e '$d' > ${RTTMP}
echo "Text: ${RTMSG}" >> ${RTTMP}
cat ${RTTMP} | rt create -t ticket -i


This creates the template, hacks out the "Text: " line, then adds it
again with the appropriate data. However, I get this:


# Please resubmit with errors corrected.

--

# Syntax error.

id: ticket/new
Queue: General
Requestor: sbsupdate
Subject: test ticket
Cc:
AdminCc:
Owner:
Status: new
Priority: 5
InitialPriority:
FinalPriority:
TimeEstimated:
Starts: 2008-03-06 05:31:56
Due: 2008-03-06 05:31:56
Text: blah
>> blah



Not even THIS way likes the multiple lines of text. I suppose I could
really hack it by creating an email header and passing all of this to
rt-mailgate, but that REALLY seems like a hack.

Ideas welcome...

Thank you!

Steve

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From ajakubas at arces.net  Thu Mar  6 04:56:04 2008
From: ajakubas at arces.net (Arkadiusz Jakubas)
Date: Thu, 6 Mar 2008 10:56:04 +0100
Subject: [rt-users] 0 tickets found when using custom fields
In-Reply-To: <47CEE51E.6050907@lbl.gov>
References: <e88682810802130043p3070a9a9ta2cf012d0b2ae81c@mail.gmail.com>
	<e88682810802140223s91dc9f5s50c1fff2411cb9ba@mail.gmail.com>
	<e88682810803050045x14ff7e98v976dc3a46bd9118b@mail.gmail.com>
	<47CEE51E.6050907@lbl.gov>
Message-ID: <e88682810803060156i3ccba67gc117d5c37564845e@mail.gmail.com>

I extracted query which RT sends to database server.
Query "  'CF.{Approval}' LIKE '1. Pending' " which is in RT current search
field.



2008/3/5, Kenneth Crocker <KFCrocker at lbl.gov>:
>
> Arkadiusz,
>
>
>         Is this query you are writing in RT/Ticket SQL or native SQL? I
> use RT
> query with custom fields all the time for reporting and have no problem
> at all. I also use native SQL for other queries on our Oracle DataBase.
> Using native SQL against the DataBase, however, requires some finesse
> when trying to get certain data. For example, to get the value of a CF
> that is applied to tickets in a queue I could use the Ticket ID to go to
> the OBJECTCUSTOMFIELDVALUES, make sure it is a ticket CF and not
> disabled and use the CONTENT from OBJECTCUSTOMFIELDVALUES with any other
> Ticket data for my report. I don't see a need for all those joins. But
> hey, that's just me. Hope this helps.
>
> Kenn
> LBNL
>
>
> On 3/5/2008 12:45 AM, Arkadiusz Jakubas wrote:
> > It this some kind of bug ?
> >
> >
> > 2008/2/14, Arkadiusz Jakubas <ajakubas at arces.net
>
> > <mailto:ajakubas at arces.net>>:
>
> >
> >     I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :
> >
>
> >     SELECT COUNT(DISTINCT main.id <http://main.id>) FROM (((Tickets
>
> >     main  LEFT JOIN ObjectCustomFields ObjectCustomFields_1  ON
> >     ((ObjectCustomFields_1.ObjectId = '0')) AND(
> >     ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN CustomFields
> >     CustomFields_2  ON ( CustomFields_2.id =
> >     ObjectCustomFields_1.CustomField))  LEFT JOIN
> >     ObjectCustomFieldValues ObjectCustomFieldValues_3  ON
>
> >     ((ObjectCustomFieldValues_3.ObjectId = main.id <http://main.id>))
>
> >     AND(  ObjectCustomFieldValues_3.CustomField = CustomFields_2.id)
> >     AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND(
> >     (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE
> >     ((CustomFields_2.Name = 'Approval')) AND ((main.EffectiveId =
>
> >     main.id <http://main.id>)) AND ((main.Status != 'deleted')) AND
>
> >     ((main.Type = 'ticket')) AND ( ( (ObjectCustomFieldValues_3.Content
> >     LIKE '%1. Pending%') ) )
> >
> >     result  :
> >     +-------------------------+
>
> >     | COUNT(DISTINCT main.id <http://main.id>) |
>
> >     +-------------------------+
> >     |                       0 |
> >     +-------------------------+
> >
> >     Then i modified query a little removed:
> >     (ObjectCustomFieldValues_3.Content LIKE '%1. Pending%')
> >     and
> >     (CustomFields_2.Name = 'Approval'))
> >
> >     changed from:
>
> >     SELECT COUNT(DISTINCT main.id <http://main.id>)
>
> >     to
> >     SELECT *
> >
> >     query:
> >     SELECT * FROM (((Tickets main  LEFT JOIN ObjectCustomFields
> >     ObjectCustomFields_1  ON ((ObjectCustomFields_1.ObjectId = '0'))
> >     AND(  ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN
> >     CustomFields CustomFields_2  ON ( CustomFields_2.id =
> >     ObjectCustomFields_1.CustomField))  LEFT JOIN
> >     ObjectCustomFieldValues ObjectCustomFieldValues_3  ON
>
> >     ((ObjectCustomFieldValues_3.ObjectId = main.id <http://main.id>))
>
> >     AND(  ObjectCustomFieldValues_3.CustomField = CustomFields_2.id)
> >     AND( (ObjectCustomFieldValues_3.Disabled = '0')) AND(
> >     (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE
>
> >     ((main.EffectiveId = main.id <http://main.id>)) AND ((main.Status !=
>
> >     'deleted')) AND ((main.Type = 'ticket')) order by main.LastUpdated
> >     desc limit 100 ;
> >
> >
> >     some result:
> >
> >     | id    | EffectiveId | Queue | Type   | IssueStatement | Resolution
> >     | Owner | Subject                   | InitialPriority |
> >     FinalPriority | Priority | TimeEstimated | TimeWorked | Status |
> >     TimeLeft | Told                | Starts              |
> >     Started             | Due                 | Resolved            |
> >     LastUpdatedBy | LastUpdated         | Creator | Created
> >     | Disabled | id   | CustomField | ObjectId | SortOrder | Creator |
> >     Created | LastUpdatedBy | LastUpdated | id   | Name | Type |
> >     Description | SortOrder | Creator | Created | LastUpdatedBy |
> >     LastUpdated | Disabled | LookupType | Repeated | Pattern | MaxValues
> >     | id   | ObjectId | CustomField | Content | Creator | Created |
> >     LastUpdatedBy | LastUpdated | ObjectType | LargeContent |
> >     ContentType | ContentEncoding | SortOrder | Disabled |
> >
> +-------+-------------+-------+--------+----------------+------------+-------+---------------------------+-----------------+---------------+----------+---------------+------------+--------+----------+---------------------+---------------------+---------------------+---------------------+---------------------+---------------+---------------------+---------+---------------------+----------+------+-------------+----------+-----------+---------+---------+---------------+-------------+------+------+------+-------------+-----------+---------+---------+---------------+-------------+----------+------------+----------+---------+-----------+------+----------+-------------+---------+---------+---------+---------------+-------------+------------+--------------+-------------+-----------------+-----------+----------+
> >     | 22285 |       22285 |     6 | ticket |              0 |          0
> >     | 91191 | Juniper   |              20 |            39 |       22
> >     |             0 |          0 | open   |        0 | 2008-02-14
> >     08:24:01 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-24
> >     01:13:50 | 1970-01-01 00:00:00 |           620 | 2008-02-14 08:24:01
> >     |   50067 | 2008-02-13 20:18:20 |        0 | NULL |        NULL
> >     |     NULL |      NULL |    NULL | NULL    |          NULL |
> >     NULL        | NULL | NULL | NULL | NULL        |      NULL |    NULL
> >     | NULL    |          NULL | NULL        |     NULL | NULL
> >     |     NULL | NULL    |      NULL | NULL |     NULL |        NULL |
> >     NULL    |    NULL | NULL    |          NULL | NULL        |
> >     NULL       | NULL         | NULL        | NULL            |
> >     NULL |     NULL |
> >     | 22269 |       22269 |    53 | ticket |              0 |          0
> >     | 93603 | Account  |              10 |            29 |       19
> >     |             0 |         30 | open   |        0 | 2008-02-13
> >     10:04:11 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-17
> >     16:01:13 | 1970-01-01 00:00:00 |          5786 | 2008-02-14 07:00:43
> >     |   93260 | 2008-02-12 16:01:13 |        0 | NULL |        NULL
> >     |     NULL |      NULL |    NULL | NULL    |          NULL |
> >     NULL        | NULL | NULL | NULL | NULL        |      NULL |    NULL
> >     | NULL    |          NULL | NULL        |     NULL | NULL
> >     |     NULL | NULL    |      NULL | NULL |     NULL |        NULL |
> >     NULL    |    NULL | NULL    |          NULL | NULL        |
> >     NULL       | NULL         | NULL        | NULL            |
> >     NULL |     NULL |
> >     | 22286 |       22286 |    47 | ticket |              0 |          0
> >     | 50067 | Server reboot             |              10 |
> >     29 |       14 |             0 |         60 | open   |        0 |
> >     2008-02-14 04:13:11 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |
> >     2008-02-19 02:50:52 | 1970-01-01 00:00:00 |          5786 |
> >     2008-02-14 07:00:30 |   96040 | 2008-02-14 02:50:52 |        0 |
> >     NULL |        NULL |     NULL |      NULL |    NULL | NULL
> >     |          NULL | NULL        | NULL | NULL | NULL | NULL
> >     |      NULL |    NULL | NULL    |          NULL | NULL        |
> >     NULL | NULL       |     NULL | NULL    |      NULL | NULL |     NULL
> >     |        NULL | NULL    |    NULL | NULL    |          NULL |
> >     NULL        | NULL       | NULL         | NULL        |
> >     NULL            |      NULL |     NULL |
> >
> >
> >     Is this some kind of bug ?  There shouldn't be so many NULLs
> >
> >
> >
> >
> > --
> > Arkadiusz Jakubas
> > Arces Network, LLC
> > http://www.arces.net
> >
> >
>
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > 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
>
>


-- 
Arkadiusz Jakubas
Arces Network, LLC
http://www.arces.net
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From mike.peachey at jennic.com  Thu Mar  6 05:16:11 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 06 Mar 2008 10:16:11 +0000
Subject: [rt-users] Mandatory/Required custom field
In-Reply-To: <bdbd084b0802011311g691048a3i80d6aad9f7238da4@mail.gmail.com>
References: <42f5c4430709061843r7f77acc4se90f76efe9866487@mail.gmail.com>	<bdbd084b0802011119t4f508dc7q2c91fc0e4a6166ee@mail.gmail.com>	<47A3728E.5000404@lbl.gov>	<bdbd084b0802011129mee136camca7d5837b98c457f@mail.gmail.com>	<47A38940.20302@lbl.gov>
	<bdbd084b0802011311g691048a3i80d6aad9f7238da4@mail.gmail.com>
Message-ID: <47CFC46B.1080306@jennic.com>

Torsten Brumm wrote:
> Hi Kenneth,
> 
> thats true, i forgot i added someting from the wiki, the ability to 
> change the cf's during each reply, comment. Without this, a user 
> wouldn't touch the cf during this, thats correct.
> 
> OK, so last open issue should be the resolve part, here rt must check if 
> the field is set or not.

The situation with this is a little confusing, but I still have 
unexplainable behaviour with custom field mandating.

Privileged users are not allowed to create a ticket via the web ui 
without specifying a value for the mandatory ticket custom fields.

UNprivileged users ARE allowed to create a ticket without 
selecting/specifying a value!

I have no idea why!

Any ideas?

I would help by showing my rights matrix, but I cant get RT-RightsMatrix 
installed and I can't get any help installing it :/

-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From stef at aoc-uk.com  Thu Mar  6 06:23:34 2008
From: stef at aoc-uk.com (Stef Morrell)
Date: Thu, 6 Mar 2008 11:23:34 -0000
Subject: [rt-users] "Time to Display" obscures drop down for custom field
Message-ID: <20080306112427.13EF74D8171@diesel.bestpractical.com>

Hello,

I have a custom field combo box, as a drop down. We use this to
determine which area the problem relates to, eg, network, server,
desktop. We've enough possible entries that when you click the drop
down, it goes below the level of the "Time to Display x.xxx RT 3.6.6
etc" line, which sits over the top of the drop down box making it hard
to select a couple of the options.

http://mort.level5.net/combo.png illustrates better than words.

Does anyone have any bright ideas to resolve this?

Regards

Stef
Stefan Morrell          | Operations Director
Tel: 0845 3452820       | Alpha Omega Computers Ltd
Fax: 0845 3452830       | Incorporating Level 5 Internet
stef at aoc-uk.com         | stef at l5net.net

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From tom at limepepper.co.uk  Thu Mar  6 06:28:04 2008
From: tom at limepepper.co.uk (Tom H)
Date: Thu, 06 Mar 2008 11:28:04 +0000
Subject: [rt-users] merged tickets hanging browser for a long time
Message-ID: <47CFD544.2000203@limepepper.co.uk>

Hi,

A user reported that one of their tickets was hanging their browser, and 
  sure enough when I tried, it took a very long time to load, and when 
it did it was rendered badly. I checked the logs and the following was 
repeated many 100s of times;

[Thu Mar  6 11:23:29 2008] [debug]: We found a merged ticket.557/567 
(/opt/rt3/lib/RT/Ticket_Overlay.pm:273)
[Thu Mar  6 11:23:31 2008] [debug]: We found a merged ticket.557/567 
(/opt/rt3/lib/RT/Ticket_Overlay.pm:273)
[Thu Mar  6 11:23:59 2008] [debug]: We found a merged ticket.568/567 
(/opt/rt3/lib/RT/Ticket_Overlay.pm:273)
[Thu Mar  6 11:24:00 2008] [debug]: We found a merged ticket.568/567 
(/opt/rt3/lib/RT/Ticket_Overlay.pm:273)

Any ideas how I can unjam that ticket?

Thanks,

Tom



From peter.musolino at dbzco.com  Thu Mar  6 06:44:16 2008
From: peter.musolino at dbzco.com (Musolino, Peter)
Date: Thu, 6 Mar 2008 11:44:16 -0000
Subject: [rt-users] Apache user environment
Message-ID: <FAB39ED719F3E843B628474ABD64FE9C01C98253@ex6.london.dbzco.com>

Apologies if this has been asked before, and its more an environment
problem as it pertains to RT.

After installing all requisite perl modules, rpms, etc, making install,
configuring files, I am having issues with apache keeping
mason_handler.fcgi running.  It crashes out as it cannot locate
Locale::Maketext::Lexicon with the Can't locate
Locale/Maketext/Lexicon.pm in @INC (@INC contains: ......

I installed all the modules from CPAN which placed most of them in
/usr/lib/perl5/site_perl.  I copied the Lexicon module as well as the
other requisite modules in Locale/Maketext to /usr/lib/perl5/5.8.5/
which quelled that error, but then it could not find
DBIx::SearchBuilder.  I tried the same trick with copying it down a
level, but this did not soothe the savage beast.

Upon looking at the issue, I noticed that running it as root or some
other user, that I had no compilation errors:

root # perl
use Locale::Maketext::Lexicon;

However, running it as apache:

root# sudo -u apache perl
use Locale::Maketext::Lexicon;
Can't locate Locale/Maketext/Lexicon.pm in @INC (@INC contains:
/usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
/usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
/usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4
/usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2
/usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0
/usr/lib/perl5/vendor_perl .) at - line 1.
BEGIN failed--compilation aborted at - line 1.

The apache user seems to have the proper perl include paths, pointing
out the designated location of the aforementioned cpan installation
point:

root # sudo -u apache perl
foreach $i (@INC) {
print $i;
print "\n";
}
/usr/lib/perl5/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/5.8.5
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
|---> /usr/lib/perl5/site_perl/5.8.5 <---|
/usr/lib/perl5/site_perl/5.8.4
/usr/lib/perl5/site_perl/5.8.3
/usr/lib/perl5/site_perl/5.8.2
/usr/lib/perl5/site_perl/5.8.1
/usr/lib/perl5/site_perl/5.8.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl/5.8.4
/usr/lib/perl5/vendor_perl/5.8.3
/usr/lib/perl5/vendor_perl/5.8.2
/usr/lib/perl5/vendor_perl/5.8.1
/usr/lib/perl5/vendor_perl/5.8.0
/usr/lib/perl5/vendor_perl

Has anyone had this type of problem before?
Thanks in advance for any help

Regards,

Peter Musolino
peter.musolino at dbzco.com





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From ruz at bestpractical.com  Thu Mar  6 07:00:00 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 6 Mar 2008 15:00:00 +0300
Subject: [rt-users] Apache user environment
In-Reply-To: <FAB39ED719F3E843B628474ABD64FE9C01C98253@ex6.london.dbzco.com>
References: <FAB39ED719F3E843B628474ABD64FE9C01C98253@ex6.london.dbzco.com>
Message-ID: <589c94400803060400r7fbf70feme2efa0efe6e4465@mail.gmail.com>

most probably it's a problem with permissions on those dirs

On Thu, Mar 6, 2008 at 2:44 PM, Musolino, Peter
<peter.musolino at dbzco.com> wrote:
>
>
>
> Apologies if this has been asked before, and its more an environment problem
> as it pertains to RT.
>
> After installing all requisite perl modules, rpms, etc, making install,
> configuring files, I am having issues with apache keeping mason_handler.fcgi
> running.  It crashes out as it cannot locate Locale::Maketext::Lexicon with
> the Can't locate Locale/Maketext/Lexicon.pm in @INC (@INC contains: ??
>
> I installed all the modules from CPAN which placed most of them in
> /usr/lib/perl5/site_perl.  I copied the Lexicon module as well as the other
> requisite modules in Locale/Maketext to /usr/lib/perl5/5.8.5/ which quelled
> that error, but then it could not find DBIx::SearchBuilder.  I tried the
> same trick with copying it down a level, but this did not soothe the savage
> beast.
>
> Upon looking at the issue, I noticed that running it as root or some other
> user, that I had no compilation errors:
>
> root # perl
> use Locale::Maketext::Lexicon;
>
> However, running it as apache:
>
> root# sudo -u apache perl
> use Locale::Maketext::Lexicon;
> Can't locate Locale/Maketext/Lexicon.pm in @INC (@INC contains:
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
> /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
> /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4
> /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2
> /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0
> /usr/lib/perl5/vendor_perl .) at - line 1.
>
> BEGIN failed--compilation aborted at - line 1.
>
> The apache user seems to have the proper perl include paths, pointing out
> the designated location of the aforementioned cpan installation point:
>
> root # sudo -u apache perl
> foreach $i (@INC) {
> print $i;
> print "\n";
> }
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/5.8.5
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> |---> /usr/lib/perl5/site_perl/5.8.5 <---|
> /usr/lib/perl5/site_perl/5.8.4
> /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl/5.8.2
> /usr/lib/perl5/site_perl/5.8.1
> /usr/lib/perl5/site_perl/5.8.0
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4
> /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl/5.8.2
> /usr/lib/perl5/vendor_perl/5.8.1
> /usr/lib/perl5/vendor_perl/5.8.0
> /usr/lib/perl5/vendor_perl
>
> Has anyone had this type of problem before?
> Thanks in advance for any help
>
> Regards,
>
> Peter Musolino
> peter.musolino at dbzco.com
>
>
> This e-mail message is intended only for the named recipient(s) above. It
> may contain confidential information. If you are not the intended recipient,
> you are hereby noti
> fied that any use, dissemination, distribution or copying of this e-mail and
> any attachment(s) is strictly prohibited. D.B. Zwirn & Co., L.P. reserves
> the right to archive
>  and monitor all e-mail communications through its networks. If you have
> received this e-mail in error, please immediately notify the sender by
> replying to this e-mail and
>  delete the message and any attachment(s) from your system. Thank you.
>
>
> _______________________________________________
>  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 sven.sternberger at desy.de  Thu Mar  6 07:26:35 2008
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Thu, 06 Mar 2008 13:26:35 +0100
Subject: [rt-users] SOT: high performance web cache for RT
Message-ID: <1204806395.5584.18.camel@pcx4546.desy.de>

I found a very interesting software project, which
boost my RT test instance.

http://varnish.projects.linpro.no/

due to the nature of cache systems it is not working with https
traffic, but nevertheless It could be helpful for a lot
of environments. And I will try a combined solution
with pound and varnish, may this will work.

regards

sven





From matthew.seaman at thebunker.net  Thu Mar  6 07:37:54 2008
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Thu, 06 Mar 2008 12:37:54 +0000
Subject: [rt-users] SOT: high performance web cache for RT
In-Reply-To: <1204806395.5584.18.camel@pcx4546.desy.de>
References: <1204806395.5584.18.camel@pcx4546.desy.de>
Message-ID: <47CFE5A2.5000303@thebunker.net>

Sven Sternberger wrote:
> I found a very interesting software project, which
> boost my RT test instance.
> 
> http://varnish.projects.linpro.no/
> 
> due to the nature of cache systems it is not working with https
> traffic, but nevertheless It could be helpful for a lot
> of environments. And I will try a combined solution
> with pound and varnish, may this will work.

We use exactly this with RT.  In order to get HTTPS capability we are
using pound to do the SSL decryption stuff -- works a treat.

Alternatively you could use stunnel as a replacement for pound, but we
haven't actually tried that.

varnish is highly recommended.

	Cheers,

	Matthew

-- 
Dr Matthew Seaman                        The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers               Marshborough Rd
Tel: +44 1304 814890                     Sandwich
Fax: +44 1304 814899                     Kent, CT13 0PL, UK 

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From mathew.snyder at gmail.com  Thu Mar  6 07:56:32 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Thu, 06 Mar 2008 07:56:32 -0500
Subject: [rt-users] testing ability to post
Message-ID: <47CFEA00.7080105@gmail.com>

Hasn't been working lately.

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From peter.musolino at dbzco.com  Thu Mar  6 08:19:44 2008
From: peter.musolino at dbzco.com (Musolino, Peter)
Date: Thu, 6 Mar 2008 13:19:44 -0000
Subject: [rt-users] Apache user environment
In-Reply-To: <FAB39ED719F3E843B628474ABD64FE9C01C98253@ex6.london.dbzco.com>
Message-ID: <FAB39ED719F3E843B628474ABD64FE9C01C98257@ex6.london.dbzco.com>

Strace...permissions on directories in site_perl/5.8.5 were not 775.
Ack, the sting of the Occams Razor.

Cheers

> _____________________________________________ 
> From: 	Musolino, Peter  
> Sent:	06 March 2008 11:44
> To:	'rt-users at lists.bestpractical.com'
> Subject:	Apache user environment
> 
> Apologies if this has been asked before, and its more an environment
> problem as it pertains to RT.
> 
> After installing all requisite perl modules, rpms, etc, making
> install, configuring files, I am having issues with apache keeping
> mason_handler.fcgi running.  It crashes out as it cannot locate
> Locale::Maketext::Lexicon with the Can't locate
> Locale/Maketext/Lexicon.pm in @INC (@INC contains: ......
> 
> I installed all the modules from CPAN which placed most of them in
> /usr/lib/perl5/site_perl.  I copied the Lexicon module as well as the
> other requisite modules in Locale/Maketext to /usr/lib/perl5/5.8.5/
> which quelled that error, but then it could not find
> DBIx::SearchBuilder.  I tried the same trick with copying it down a
> level, but this did not soothe the savage beast.
> 
> Upon looking at the issue, I noticed that running it as root or some
> other user, that I had no compilation errors:
> 
> root # perl
> use Locale::Maketext::Lexicon;
> 
> However, running it as apache:
> 
> root# sudo -u apache perl
> use Locale::Maketext::Lexicon;
> Can't locate Locale/Maketext/Lexicon.pm in @INC (@INC contains:
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4
> /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2
> /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4
> /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2
> /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0
> /usr/lib/perl5/vendor_perl .) at - line 1.
> BEGIN failed--compilation aborted at - line 1.
> 
> The apache user seems to have the proper perl include paths, pointing
> out the designated location of the aforementioned cpan installation
> point:
> 
> root # sudo -u apache perl
> foreach $i (@INC) {
> print $i;
> print "\n";
> }
> /usr/lib/perl5/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/5.8.5
> /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
> |---> /usr/lib/perl5/site_perl/5.8.5 <---|
> /usr/lib/perl5/site_perl/5.8.4
> /usr/lib/perl5/site_perl/5.8.3
> /usr/lib/perl5/site_perl/5.8.2
> /usr/lib/perl5/site_perl/5.8.1
> /usr/lib/perl5/site_perl/5.8.0
> /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
> /usr/lib/perl5/vendor_perl/5.8.5
> /usr/lib/perl5/vendor_perl/5.8.4
> /usr/lib/perl5/vendor_perl/5.8.3
> /usr/lib/perl5/vendor_perl/5.8.2
> /usr/lib/perl5/vendor_perl/5.8.1
> /usr/lib/perl5/vendor_perl/5.8.0
> /usr/lib/perl5/vendor_perl
> 
> Has anyone had this type of problem before?
> Thanks in advance for any help
> 
> Regards,
> 
> Peter Musolino
> peter.musolino at dbzco.com
> 
> 



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From sturner at MIT.EDU  Thu Mar  6 09:50:48 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 06 Mar 2008 09:50:48 -0500
Subject: [rt-users] On Queue Change, what queue scrip acts?
In-Reply-To: <15866097.post@talk.nabble.com>
References: <15866097.post@talk.nabble.com>
Message-ID: <6.2.3.4.2.20080306094944.049a24b8@po14.mit.edu>


At Wednesday 3/5/2008 11:05 PM, lgrella wrote:

>I am trying to set up scrips for my queues so that when a queue is changed,
>the owner in the new queue is set to a default queue owner for that new
>queue. It is not working. I have some questions about when the scrips are
>run....When the onQueueChange scrip is run, is it run from the old queue's
>scrip or the new queue's scrip? I am writing it as if it is run in the new
>queue - i.e it was in queue A and now it switches to queue B. I want the
>scrip to run in queue B that will change it to a default owner for queue B.
>
>Does this make sense?
>
>The code I use is the same code I used to set a default owner on create, but
>commented out a few lines.
>This is the code that I have in the custom action clean up code for the new
>queue (queue B):


The scrip fires on the new queue, so you're on the right track.

Did you remember to set the action to 'User defined'? Do you see 
anything in the RT log from your debug statements?

Steve 



From lgrella at acquiremedia.com  Thu Mar  6 10:24:38 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Thu, 6 Mar 2008 07:24:38 -0800 (PST)
Subject: [rt-users] Re move fields (adminCC) from Form?
Message-ID: <15874288.post@talk.nabble.com>


Is there any way to remove fields (specifically adminCC or CC) fields from
the form to create new tickets?

Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/Remove-fields-%28adminCC%29-from-Form--tp15874288p15874288.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From sturner at MIT.EDU  Thu Mar  6 10:39:33 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 06 Mar 2008 10:39:33 -0500
Subject: [rt-users] On Queue Change, what queue scrip acts?
Message-ID: <6.2.3.4.2.20080306103924.04a6bd00@po14.mit.edu>

At Thursday 3/6/2008 10:20 AM, Laura Grella wrote:
>Thank you so much for your reply.
>It actually works, but the way I was testing it was making me think it didn't.
>If the ticket changed to a queue where the owner had rights in the 
>new queue also, it didn't change the owner to the default. At first 
>I thought it needed to always change to the default, but it is ok if 
>it works this way.
>
>How do I check the RT log? I have not used any debug statements, but 
>this would come in handy in the future.
>
>Thanks,
>Laura


Hello Laura,

Glad it's working - I should have said logging statements, rather 
then debug statements. Lines like this should show up in the RT log, 
depending on config settings:

$RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." 
to user $MyUser" );

The RT log by default is in $RTHOME/var/log

Steve



From todd at chaka.net  Thu Mar  6 10:46:21 2008
From: todd at chaka.net (Todd Chapman)
Date: Thu, 6 Mar 2008 10:46:21 -0500
Subject: [rt-users] SOT: high performance web cache for RT
In-Reply-To: <1204806395.5584.18.camel@pcx4546.desy.de>
References: <1204806395.5584.18.camel@pcx4546.desy.de>
Message-ID: <519782dc0803060746p4f788415ra2493aa10daae4a6@mail.gmail.com>

Interesting. Do you run it on the same system as RT or would it not be
as effective that way?

On 3/6/08, Sven Sternberger <sven.sternberger at desy.de> wrote:
> I found a very interesting software project, which
>  boost my RT test instance.
>
>  http://varnish.projects.linpro.no/
>
>  due to the nature of cache systems it is not working with https
>  traffic, but nevertheless It could be helpful for a lot
>  of environments. And I will try a combined solution
>  with pound and varnish, may this will work.
>
>  regards
>
>  sven
>
>
>
>  _______________________________________________
>  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
>


From joe.casadonte at oracle.com  Thu Mar  6 11:10:21 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Thu, 06 Mar 2008 11:10:21 -0500
Subject: [rt-users] SOT: high performance web cache for RT
In-Reply-To: <1204806395.5584.18.camel@pcx4546.desy.de>
References: <1204806395.5584.18.camel@pcx4546.desy.de>
Message-ID: <47D0176D.9000703@oracle.com>

On 3/6/2008 7:26 AM, Sven Sternberger wrote:

> I found a very interesting software project, which
> boost my RT test instance.
> 
> http://varnish.projects.linpro.no/
> 
> due to the nature of cache systems it is not working with https
> traffic, but nevertheless It could be helpful for a lot
> of environments. And I will try a combined solution
> with pound and varnish, may this will work.

How can a caching proxy help on a site with dynamic content (e.g. RT)?

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From joe.casadonte at oracle.com  Thu Mar  6 11:12:08 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Thu, 06 Mar 2008 11:12:08 -0500
Subject: [rt-users] Re move fields (adminCC) from Form?
In-Reply-To: <15874288.post@talk.nabble.com>
References: <15874288.post@talk.nabble.com>
Message-ID: <47D017D8.3030905@oracle.com>

On 3/6/2008 10:24 AM, lgrella wrote:

> Is there any way to remove fields (specifically adminCC or CC) fields from
> the form to create new tickets?

Go into Ticket/Create.html and comment them out.  See the 
CleanlyCustomizeRT wiki entry for a good starting place on how to best 
do this.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From lgrella at acquiremedia.com  Thu Mar  6 11:18:20 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Thu, 6 Mar 2008 08:18:20 -0800 (PST)
Subject: [rt-users] On Queue Change, what queue scrip acts?
In-Reply-To: <6.2.3.4.2.20080306103924.04a6bd00@po14.mit.edu>
References: <15866097.post@talk.nabble.com>
	<6.2.3.4.2.20080306094944.049a24b8@po14.mit.edu>
	<6.2.3.4.2.20080306103924.04a6bd00@po14.mit.edu>
Message-ID: <15877184.post@talk.nabble.com>


Thanks!


Stephen Turner wrote:
> 
> At Thursday 3/6/2008 10:20 AM, Laura Grella wrote:
>>Thank you so much for your reply.
>>It actually works, but the way I was testing it was making me think it
didn't.
>>If the ticket changed to a queue where the owner had rights in the 
>>new queue also, it didn't change the owner to the default. At first 
>>I thought it needed to always change to the default, but it is ok if 
>>it works this way.
>>
>>How do I check the RT log? I have not used any debug statements, but 
>>this would come in handy in the future.
>>
>>Thanks,
>>Laura
> 
> 
> Hello Laura,
> 
> Glad it's working - I should have said logging statements, rather 
> then debug statements. Lines like this should show up in the RT log, 
> depending on config settings:
> 
> $RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." 
> to user $MyUser" );
> 
> The RT log by default is in $RTHOME/var/log
> 
> Steve
> 
> _______________________________________________
> 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
> 
> 

-- 
View this message in context: http://www.nabble.com/On-Queue-Change%2C-what-scrip-acts-in-which-queue---old-or-new--tp15866097p15877184.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From torsten.brumm at Kuehne-Nagel.com  Thu Mar  6 11:18:31 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 6 Mar 2008 17:18:31 +0100
Subject: [rt-users] SOT: high performance web cache for RT
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9315F@w3hamboex11.ger.win.int.kn>

Hi sven,
Did you have any test results? I'm with joe, a caching proxy wont help, but i'm not a proxy pro ;-)

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Sven Sternberger <sven.sternberger at desy.de>
CC: rt-users at lists.bestpractical.com <RT-Users at lists.bestpractical.com>
Sent: Thu Mar 06 17:10:21 2008
Subject: Re: [rt-users] SOT: high performance web cache for RT

On 3/6/2008 7:26 AM, Sven Sternberger wrote:

> I found a very interesting software project, which
> boost my RT test instance.
> 
> http://varnish.projects.linpro.no/
> 
> due to the nature of cache systems it is not working with https
> traffic, but nevertheless It could be helpful for a lot
> of environments. And I will try a combined solution
> with pound and varnish, may this will work.

How can a caching proxy help on a site with dynamic content (e.g. RT)?

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========
_______________________________________________
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

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From mathew.snyder at gmail.com  Thu Mar  6 11:27:52 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Thu, 06 Mar 2008 11:27:52 -0500
Subject: [rt-users] v3.6.5 Predefined search not found
Message-ID: <47D01B88.7070703@gmail.com>

I've looked all over the wiki and didn't find anything regarding this. 
I've also sent in two other requests for information which didn't garner 
a response.  This is getting to be a pressing matter and I would 
appreciate any help provided.

I created, under RT system's searches. a...well...a saved search. 
However, even as an admin, I can't view this search.  It only shows up 
as "Predefined search search_name not found".  Is this a limitation of 
RT that we can't actually save searches for all users within the realm 
of RT system.

I've also saved the search as an Admin's saved search and it shows up 
just fine.

What do I need to do to create a search which certain people can view 
based on their rights?  Which rights need to be applied?

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From lgrella at acquiremedia.com  Thu Mar  6 11:34:13 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Thu, 6 Mar 2008 08:34:13 -0800 (PST)
Subject: [rt-users] Re  move fields (adminCC) from Form?
In-Reply-To: <47D017D8.3030905@oracle.com>
References: <15874288.post@talk.nabble.com> <47D017D8.3030905@oracle.com>
Message-ID: <15877650.post@talk.nabble.com>


Thanks!


Joe Casadonte-2 wrote:
> 
> On 3/6/2008 10:24 AM, lgrella wrote:
> 
>> Is there any way to remove fields (specifically adminCC or CC) fields
>> from
>> the form to create new tickets?
> 
> Go into Ticket/Create.html and comment them out.  See the 
> CleanlyCustomizeRT wiki entry for a good starting place on how to best 
> do this.
> 
> -- 
> Regards,
> 
> 
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
> 
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
> _______________________________________________
> 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
> 
> 

-- 
View this message in context: http://www.nabble.com/Remove-fields-%28adminCC%29-from-Form--tp15874288p15877650.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jesse at bestpractical.com  Thu Mar  6 12:30:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 6 Mar 2008 12:30:03 -0500
Subject: [rt-users] Emailing tickets search result
In-Reply-To: <BLU127-DS3F1965CC61C9A0DC1A2C0EF110@phx.gbl>
References: <BLU127-DS3308E5F3949A9C9E664D4EF2D0@phx.gbl>
	<47A9ED45.8050603@ccdc.cam.ac.uk>
	<BLU127-DS1117860435B1AC701FF2CEF2E0@phx.gbl>
	<519782dc0802101911k7b860218xfef894a1800edef4@mail.gmail.com>
	<BLU127-DS31AF88183E5A87771432FEF2A0@phx.gbl>
	<20080211102718.GC16371@bestpractical.com>
	<BLU127-DS3F1965CC61C9A0DC1A2C0EF110@phx.gbl>
Message-ID: <7B9497DA-FCC2-460B-A807-BEB9AE9BC0F6@bestpractical.com>

Not yet, nope.

On Mar 5, 2008, at 2:46 AM, Eynat Nir Mishor wrote:

> Hi Jesse,
>
> Was this feature published?
>
> Thanks, Eynat
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Monday, 11 February 2008 12:27 PM
> To: Eynat Nir Mishor
> Cc: 'Todd Chapman'; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Emailing tickets search result
>
>
>
>
> On Mon, Feb 11, 2008 at 11:05:00AM +0200, Eynat Nir Mishor wrote:
>> That's my fallback.
>> But I prefer a self-containing email rather than a link.
>
> We have something kind of cool along these lines that we're working to
> get opensourced. I'm hopeful that it will happen this week.
>
>
>> Eynat
>>
>> -----Original Message-----
>> From: Todd Chapman [mailto:todd at chaka.net]
>> Sent: Monday, 11 February 2008 5:12 AM
>> To: Eynat Nir Mishor
>> Cc: Toby Darling; rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Emailing tickets search result
>>
>> Why don't you just email a link to a search so that it runs when  
>> clicked?
>>
>> On 2/7/08, Eynat Nir Mishor <eynatnir2 at hotmail.com> wrote:
>>> Thanks - it does the job, but it has two drawbacks:
>>>
>>> 1. It produces very simple textual output.  I would like to send a
> richer
>>> HTML output similar to how search results appear in RT.
>>>
>>> 2. It is hard to customize.  I would like to use a template  
>>> mechanism
> for
>>> easy customization that my occur later in time.
>>>
>>> Eynat
>>>
>>> -----Original Message-----
>>> From: Toby Darling [mailto:darling at ccdc.cam.ac.uk]
>>> Sent: Wednesday, 06 February 2008 7:24 PM
>>> To: Eynat Nir Mishor
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Emailing tickets search result
>>>
>>> Hi
>>>
>>>> Example for usage: every night email the manager a list of all  
>>>> tickets
>>> that
>>>> were created in the past day and how they divide by current status.
>>>
>>> Simple command line:
>>>
>>> for s in open new resolved; do
>>>   echo "=== $s ==="; rt list -s "created = 'today' AND status =  
>>> '$s'";
>>> done | mail ...
>>>
>>> LEGAL NOTICE
>>> Unless expressly stated otherwise, information contained in this
>>> message is confidential. If this message is not intended for you,
>>> please inform postmaster at ccdc.cam.ac.uk and delete the message.
>>> The Cambridge Crystallographic Data Centre is a company Limited
>>> by Guarantee and a Registered Charity.
>>> Registered in England No. 2155347 Registered Charity No. 800579
>>> Registered office 12 Union Road, Cambridge CB2 1EZ.
>>>
>>> _______________________________________________
>>> 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
>>>
>>
>> _______________________________________________
>> 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
>>
>
> -- 
>

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From voulgaris at ceid.upatras.gr  Thu Mar  6 12:45:53 2008
From: voulgaris at ceid.upatras.gr (Kostas Voulgaris)
Date: Thu, 06 Mar 2008 19:45:53 +0200
Subject: [rt-users] ldap auth succeeds but autocreate fails
Message-ID: <1204825553.5366.2.camel@localhost>

Hi,

i'm trying to set up rt to auto-create ldap authenticated users.
authentication from ldap works, all user attributes are mapped correctly
but new user creation fails. i've followed the guide in wiki.

here is my rt ldap configuration:

Set($AuthMethods, ['LDAP', 'Internal']);
Set($LdapExternalAuth, 1);
Set($LdapExternalInfo, 1);
Set($LdapAutoCreateNonLdapUsers, 1);
Set($LdapAttrMap, {'Name' => 'uid', 
                   'EmailAddress' => 'mail', 
                   'RealName' => 'cn', 
                   'ExternalContactInfoId' => 'dn', 
                   'ExternalAuthId' => 'uid', 
                   'Gecos' => 'gecos',
                   'Comments' => 'gidNumber',
                   'id' => 'uidNumber'
                   }
);
Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
                           'EmailAddress', 'RealName']
);
Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', 
                              'mailAlternateAddress']
);
Set($LdapEmailAttrMatchPrefix, [''] );
Set($LdapServer, 'void');
Set($LdapBase, 'ou=people,dc=ceid,dc=upatras,dc=gr');
Set($LdapFilter, '(objectclass=*)');
Set($LdapDisableFilter, '(employmentStatus=Terminated)');
Set($LdapTLS, 1);
Set($LdapSSLVersion, 3);

a sample ldap user request

# ldapsearch -vx -h void -b "dc=ceid, dc=upatras, dc=gr"
"(uid=voulgaris)"
ldap_initialize( ldap://void )
filter: (uid=voulgaris)
requesting: All userApplication attributes
# extended LDIF
#
# LDAPv3
# base <dc=ceid, dc=upatras, dc=gr> with scope subtree
# filter: (uid=voulgaris)
# requesting: ALL
#

# voulgaris, people, ceid.upatras.gr
dn: uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr
uid: voulgaris
cn: Kon/nos Voulgaris
sn: Voulgaris
uidNumber: 3866
gidNumber: 2005
gecos: Kon/nos Voulgaris
objectClass: inetOrgPerson
objectClass: posixAccount
objectClass: top
objectClass: shadowAccount
objectClass: radiusprofile
loginShell: /bin/bash
mail: voulgaris at ceid.upatras.gr
shadowMin: -1
shadowMax: 99999
shadowWarning: -1
shadowInactive: -1
shadowExpire: -1
shadowFlag: -1
dialupAccess: yes
homeDirectory: /home/voulgaris
shadowLastChange: 13805
userPassword: {not shown}

# search result
search: 2
result: 0 Success

# numResponses: 2
# numEntries: 1

and my rt log entries.

[Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)
[Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)

#this maybe the root of the problem.
[Thu Mar  6 15:26:05 2008] [warning]: Transaction->Create couldn't, as
you didn't specify an object type and id
(/usr/share/request-tracker3.6/lib/RT/Record.pm:1466)

#ldap authentication succeeds
[Thu Mar  6 15:26:05 2008] [info]: RT::User::IsLDAPPassword AUTH OK:
voulgaris (uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr)
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:224)

#attributes map correctly
[Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
ou=people,dc=ceid,dc=upatras,dc=gr uid=voulgaris =>  Comments: 2005,
EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId: voulgaris,
ExternalContactInfoId: uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr,
Gecos: Kon/nos Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris,
id: 3866 (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
voulgaris, ExternalContactInfoId:
uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeUserInfo
returning Comments: 2005, Disabled: 0, EmailAddress:
voulgaris at ceid.upatras.gr, ExternalAuthId: voulgaris,
ExternalContactInfoId: uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr,
Gecos: Kon/nos Voulgaris, Name: voulgaris, Privileged: 0, RealName:
Kon/nos Voulgaris, id: 3866
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:413)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
voulgaris, ExternalContactInfoId:
uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
voulgaris, ExternalContactInfoId:
uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
voulgaris, ExternalContactInfoId:
uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
[Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
(/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)

#some warnings. can't figure out where the problem is.
[Thu Mar  6 15:26:06 2008] [warning]: Use of uninitialized value in
concatenation (.) or string
at /usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm line 566.
(/usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm:566)
[Thu Mar  6 15:26:06 2008] [warning]: Use of uninitialized value in
concatenation (.) or string
at /usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm line 566.
(/usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm:566)

#two critical errors. don't know why
[Thu Mar  6 15:26:06 2008] [crit]: Could not add user to Everyone group
on user creation.
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:293)
[Thu Mar  6 15:26:06 2008] [crit]: Couldn't find that principal
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:294)

#autocreate seems ok
[Thu Mar  6 15:26:06 2008] [info]: Autocreated authenticated user
voulgaris (3866)
(/usr/local/share/request-tracker3.6/html/Callbacks/LDAP/autohandler/Auth:23)

#but no user is created and login fails
[Thu Mar  6 15:26:06 2008] [error]: FAILED LOGIN for voulgaris from
150.140.140.18 (/usr/share/request-tracker3.6/html/autohandler:238)

my rt installation works flawlessly without ldap authentication. my
system info

Debian Etch i386
rt 3.6.1 (from debian repository)
Apache 1.3.34
mysql  Ver 14.12 Distrib 5.0.32
perl 5.8.8

Thank you in advance,
Kostas Voulgaris




From sunlist at yahoo.com  Thu Mar  6 15:04:01 2008
From: sunlist at yahoo.com (mailing list)
Date: Thu, 6 Mar 2008 12:04:01 -0800 (PST)
Subject: [rt-users] DBD::mysql issue
Message-ID: <313785.31531.qm@web63801.mail.re1.yahoo.com>

I'm having issue compiling rt 3.6.4, below is the error message.  I've searched
via google and implemented some of those recommendations but still no avail. 
I'm running Solaris 10 sparc, perl 5.8.8 from sunfreeware (and attempted to use
the Sun's perl 5.8.4), mysql 64-bit, 32-bit (pkg and manually compile). 
Additionally, I installed gcc, libtool, libiconv, binutils, make, etc. from
sunfreeware.

Furthermore, I attempted to install DBD::mysql via perl CPAN and the same error
message.  I think this is the last hurdle I need to get over to compile rt. 
Any suggestions are greatly appreciated, thank you.

Regards,

Mike

<error message>

Running Mkbootstrap for DBD::mysql ()
chmod 644 mysql.bs
rm -f blib/arch/auto/DBD/mysql/mysql.so
LD_RUN_PATH="/usr/sfw/lib:/usr/lib" /usr/local/bin/perl myld gcc  -G
-L/usr/local/lib -L/opt/gnu/lib dbdimp.o  mysql.o  -o
blib/arch/auto/DBD/mysql/mysql.so    \
   -R/usr/sfw/lib -R/usr/sfw/lib/mysql -L/usr/sfw/lib -L/usr/sfw/lib/mysql
-lmysqlclient -lz -lposix4 -lcrypt -lgen -lsocket -lnsl -lm          \

gcc: dbdimp.o: No such file or directory
gcc: mysql.o: No such file or directory
*** Error code 1
make: Fatal error: Command failed for target
`blib/arch/auto/DBD/mysql/mysql.so'
  /usr/ccs/bin/make  -- NOT OK
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems impossible

SOMETHING WAS MISSING!

</error message>



      ____________________________________________________________________________________
Never miss a thing.  Make Yahoo your home page. 
http://www.yahoo.com/r/hs


From mathew.snyder at gmail.com  Thu Mar  6 17:54:57 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Thu, 06 Mar 2008 17:54:57 -0500
Subject: [rt-users] CreateChildTicket
Message-ID: <47D07641.40207@gmail.com>

Has anyone implemented this successfully?

-- 
Keep up with my goings on at http://theillien.blogspot.com


From gleduc at mail.sdsu.edu  Thu Mar  6 18:24:01 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 06 Mar 2008 15:24:01 -0800
Subject: [rt-users] history of tickets?
In-Reply-To: <FC589448-C3B6-4163-96A8-11110C3587FE@bestpractical.com>
References: <008001c87e35$e13da860$1200a8c0@hcc.local>
	<589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
	<008201c87e39$2eb1f7b0$1200a8c0@hcc.local>
	<004a01c87ede$408dbf50$1200a8c0@hcc.local>
	<FC589448-C3B6-4163-96A8-11110C3587FE@bestpractical.com>
Message-ID: <6.2.1.2.2.20080306151710.0241c568@mail.sdsu.edu>

Hi Kevin,

Thanks for doing the legwork on this!  Does "overriding" these files work 
the same as creating a local copy of a .pm file (ShowRequestor_Local) or is 
there some other way to do it without modifying the original file?  It 
seems to me that I tried this some time ago with another file and it didn't 
work.

Thanks,
Gene

At 08:54 AM 3/5/2008, Kevin Falcone wrote:

>On Mar 5, 2008, at 11:30 AM, Greg Evans wrote:
>
> > Any ideas on how to make this behave the way that I would like it
> > to? Even
> > pointing me to a path/to/filename maybe?
>
>You can change this by overriding
>html/Ticket/Elements/ShowRequestor
>
>The FromSQL call controls the Status
>
>-kevin
>
> >
>_______________________________________________
>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


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From ruz at bestpractical.com  Fri Mar  7 03:58:31 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 7 Mar 2008 11:58:31 +0300
Subject: [rt-users] history of tickets?
In-Reply-To: <6.2.1.2.2.20080306151710.0241c568@mail.sdsu.edu>
References: <008001c87e35$e13da860$1200a8c0@hcc.local>
	<589c94400803041232q3e7e186cmcfce0f8d74b5568a@mail.gmail.com>
	<008201c87e39$2eb1f7b0$1200a8c0@hcc.local>
	<004a01c87ede$408dbf50$1200a8c0@hcc.local>
	<FC589448-C3B6-4163-96A8-11110C3587FE@bestpractical.com>
	<6.2.1.2.2.20080306151710.0241c568@mail.sdsu.edu>
Message-ID: <589c94400803070058v29866383nde9172381ba57ad1@mail.gmail.com>

http://wiki.bestpractical.com/view/CleanlyCustomizeRT

On Fri, Mar 7, 2008 at 2:24 AM, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:
> Hi Kevin,
>
>  Thanks for doing the legwork on this!  Does "overriding" these files work
>  the same as creating a local copy of a .pm file (ShowRequestor_Local) or is
>  there some other way to do it without modifying the original file?  It
>  seems to me that I tried this some time ago with another file and it didn't
>  work.
>
>  Thanks,
>  Gene
>
>
>
>  At 08:54 AM 3/5/2008, Kevin Falcone wrote:
>
>  >On Mar 5, 2008, at 11:30 AM, Greg Evans wrote:
>  >
>  > > Any ideas on how to make this behave the way that I would like it
>  > > to? Even
>  > > pointing me to a path/to/filename maybe?
>  >
>  >You can change this by overriding
>  >html/Ticket/Elements/ShowRequestor
>  >
>  >The FromSQL call controls the Status
>  >
>  >-kevin
>  >
>  > >
>  >_______________________________________________
>  >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
>
>
>  --
>
> Gene LeDuc, GSEC
>  Security Analyst
>  San Diego State University
>
>  _______________________________________________
>
>
> 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 mike.peachey at jennic.com  Fri Mar  7 04:08:40 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 07 Mar 2008 09:08:40 +0000
Subject: [rt-users] ldap auth succeeds but autocreate fails
In-Reply-To: <1204825553.5366.2.camel@localhost>
References: <1204825553.5366.2.camel@localhost>
Message-ID: <47D10618.8050900@jennic.com>

Kostas Voulgaris wrote:
> [Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
> numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
> line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)
> [Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
> numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
> line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)

I've not seen these before..

> 
> #this maybe the root of the problem.
> [Thu Mar  6 15:26:05 2008] [warning]: Transaction->Create couldn't, as
> you didn't specify an object type and id
> (/usr/share/request-tracker3.6/lib/RT/Record.pm:1466)

No, I think that's a red herring. I am *still* getting that error even 
now and I haven't fully bothered to track down the source.

I've posted the following before and although it's not EXACTLY the same 
issue here, the things I mention are almost certainly applicable, and 
adding custom debugging will help you too:

***********************************************************************
The problem is almost certainly permissions, and I've suddenly come a
cropper on it too.

Make this change to your User_Local.pm:

Replace:
          $self->$method($args{$key});

With:
          my ($method_success,$method_msg) = $self->$method($args{$key});
          if (!$method_success) {
              $RT::Logger->debug("$method Failed. $method_msg");
          }

And for each field it can't update it will log a debug message about it.

For me, at the moment, it works with a privileged user because they are
allowed to edit their user information, but it doesn't work for an
unprivileged user because they are not.

Since you are calling the Set$method methods on the User Object itself,
if that user doesn't have permission to change their own details, you
can't do it.

You can get around it by doing something like this which is to create an
RT::SystemUser object, and then load the user inside it.

              my $UserObj = RT::User->new($RT::SystemUser);
              $UserObj->Load($name_to_update);
              my ($val, $message) = $UserObj->SetDisabled(1);
***********************************************************************
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From stef at aoc-uk.com  Fri Mar  7 05:34:29 2008
From: stef at aoc-uk.com (Stef Morrell)
Date: Fri, 7 Mar 2008 10:34:29 -0000
Subject: [rt-users] CLI Return Codes
Message-ID: <20080307103430.4D7234D80B5@diesel.bestpractical.com>

Hello,

I've checked the wiki, googled and read chapter 4 of the O'Reilly book
but can't find any reference to this.

Does the rt cli script ever set any informational return codes? For
example, a success if 'rt ls' matches some data or a fail if it doesn't?

Regards

Stef
Stefan Morrell          | Operations Director
Tel: 0845 3452820       | Alpha Omega Computers Ltd
Fax: 0845 3452830       | Incorporating Level 5 Internet
stef at aoc-uk.com         | stef at l5net.net

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communication, please contact the sender using an alternative means of
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Registered in England No. 3867142.  VAT No. GB734421454


From voulgaris at ceid.upatras.gr  Fri Mar  7 06:28:27 2008
From: voulgaris at ceid.upatras.gr (Kostas Voulgaris)
Date: Fri, 07 Mar 2008 13:28:27 +0200
Subject: [rt-users] ldap auth succeeds but autocreate fails
In-Reply-To: <47D10618.8050900@jennic.com>
References: <1204825553.5366.2.camel@localhost> <47D10618.8050900@jennic.com>
Message-ID: <1204889307.13894.7.camel@localhost>

Thank you for the reply. It's not a permissions problem in my opinion.
Everyone has the ModilfySelf right and ldap info update works (i've
checked that). moreover no fail update appears in log file after using
your modification in User_Local.pm.

Kostas Voulgaris



On Fri, 2008-03-07 at 09:08 +0000, Mike Peachey wrote:
> Kostas Voulgaris wrote:
> > [Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
> > numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
> > line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)
> > [Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
> > numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
> > line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)
> 
> I've not seen these before..
> 
> > 
> > #this maybe the root of the problem.
> > [Thu Mar  6 15:26:05 2008] [warning]: Transaction->Create couldn't, as
> > you didn't specify an object type and id
> > (/usr/share/request-tracker3.6/lib/RT/Record.pm:1466)
> 
> No, I think that's a red herring. I am *still* getting that error even 
> now and I haven't fully bothered to track down the source.
> 
> I've posted the following before and although it's not EXACTLY the same 
> issue here, the things I mention are almost certainly applicable, and 
> adding custom debugging will help you too:
> 
> ***********************************************************************
> The problem is almost certainly permissions, and I've suddenly come a
> cropper on it too.
> 
> Make this change to your User_Local.pm:
> 
> Replace:
>           $self->$method($args{$key});
> 
> With:
>           my ($method_success,$method_msg) = $self->$method($args{$key});
>           if (!$method_success) {
>               $RT::Logger->debug("$method Failed. $method_msg");
>           }
> 
> And for each field it can't update it will log a debug message about it.
> 
> For me, at the moment, it works with a privileged user because they are
> allowed to edit their user information, but it doesn't work for an
> unprivileged user because they are not.
> 
> Since you are calling the Set$method methods on the User Object itself,
> if that user doesn't have permission to change their own details, you
> can't do it.
> 
> You can get around it by doing something like this which is to create an
> RT::SystemUser object, and then load the user inside it.
> 
>               my $UserObj = RT::User->new($RT::SystemUser);
>               $UserObj->Load($name_to_update);
>               my ($val, $message) = $UserObj->SetDisabled(1);
> ***********************************************************************



From ruz at bestpractical.com  Fri Mar  7 07:49:17 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 7 Mar 2008 15:49:17 +0300
Subject: [rt-users] Oracle 9 and Build.html performance
In-Reply-To: <20080227154110.GF25567@easter-eggs.com>
References: <20080121144045.GK3033@easter-eggs.com>
	<589c94400801210851s6384cc50x5b630b8f55b10b2e@mail.gmail.com>
	<589c94400802241257vad6373do9947fb48f169a921@mail.gmail.com>
	<20080227094353.GB3783@easter-eggs.com>
	<589c94400802270541r44f68957i2695343285a5ba4c@mail.gmail.com>
	<20080227154110.GF25567@easter-eggs.com>
Message-ID: <589c94400803070449r5a2ea12eq207b7b7502742322@mail.gmail.com>

On Wed, Feb 27, 2008 at 6:41 PM, Emmanuel Lacour
<elacour at easter-eggs.com> wrote:
> On Wed, Feb 27, 2008 at 04:41:55PM +0300, Ruslan Zakirov wrote:
>  >
>  > Privet.
>  >
>
>  I will be near request-tracker.ru on saturday, flying to Tomck :)
Missed this note last time :) but anyway Moscow is to far from Tomsk
and I have feeling that it's farther than France :)

>  > Oracle doesn't want to build plan I want it to build :(. I still
>  > believe it should use different way. I hope you'll help me by
>  > providing more explains and may be we'll make this query really fast
>  > as it should be or learn some lessons to remember in the future.
>  >
>  > The following query use a hint to predefine order of joins, I want you
>  > to explain it, so I can compare plans with those we have now.
>  >
>  > SELECT main.* FROM (
>  >     SELECT /* ORDERED */ DISTINCT main.ID
>  >     FROM acl acl_4, GROUPS groups_3, cachedgroupmembers
>  > cachedgroupmembers_2, principals principals_1, users main
>  >     WHERE
>  >             acl_4.rightname = 'OwnTicket'
>  >         AND (acl_4.objecttype = 'RT::Queue' OR acl_4.objecttype = 'RT::System')
>  >         AND acl_4.principaltype = groups_3.TYPE
>  >         AND (groups_3.domain = 'RT::Queue-Role' OR groups_3.domain =
>  > 'RT::System-Role')
>  >         AND groups_3.ID = cachedgroupmembers_2.groupid
>  >         AND cachedgroupmembers_2.memberid = principals_1.ID
>  >         AND principals_1.ID != '1'
>  >         AND principals_1.disabled = '0'
>  >         AND principals_1.principaltype = 'User'
>  >         AND principals_1.ID = main.ID
>  > ) distinctquery, users main
>  > WHERE (main.ID = distinctquery.ID)
>  > ORDER BY main.NAME ASC

Emanuel, what about the above query with optimizer hint?

>  2) we clearly need index on Principals, si plan with the folowing index:
>
>
>  CREATE INDEX FSHPRINCIPALS1 ON PRINCIPALS (DISABLED);
As this index helps you I'm pretty sure the following will be better:
CREATE INDEX FSHPRINCIPALS2 ON PRINCIPALS (PRINCIPALTYPE, DISABLED);

>
>  5) plan with CGM_FINAL instead of TEST1/TEST2
I'm going to add this index into RT in 3.8 for Oracle and mysql, not
sure about Pg and other DBs.


> > >  CREATE INDEX FSHACL1 ON ACL (OBJECTID);
>  > >  CREATE INDEX FSHCGM1 ON CACHEDGROUPMEMBERS (DISABLED, MEMBERID);
>  > >  CREATE INDEX FSHGROUPMEMBERS1 ON GROUPMEMBERS (MEMBERID);
>  > >  CREATE INDEX FSHGROUPS1 ON GROUPS (INSTANCE);
>  > >  CREATE INDEX FSHPRINCIPALS1 ON PRINCIPALS (DISABLED);
>  > >  CREATE INDEX FSHTICKETS1 ON TICKETS (STATUS);
>  > >
>  >
>
> > The most important thing I want to see explain with TEST2, we need
>  > confirmation that oracle successfully switches from TEST1 to TEST2 and
>  > benefits from it.
>
>  That's ok.
Thank you for valuable feedback.

>
>
>  >
>  > Second goal is too confirm that CGM_FINAL will not make things much
>  > worse when there is no FSHCGM1, TEST1 and TEST2.
>
>  Also ok.
>
>
>  But still no perf improvement :(

Not sure what to do. May be we should try to explain the query on
oracle 10 with similar amount of data.

-- 
Best regards, Ruslan.


From klkumar10 at cibernet.com  Fri Mar  7 07:53:28 2008
From: klkumar10 at cibernet.com (Lakshman Kumar Kakumanu)
Date: Fri,  7 Mar 2008 18:23:28 +0530
Subject: [rt-users] How to find the Weekly/Monthly RT Stastics
Message-ID: <20080307182328.yl40as6so4ogcg4c@prithvi.cibernet.com>

Dear All,

I am presently using RT 3.6.3 on Fedora 6.

I would like to know if it is possible to take out the status of  
tickets on a particular day.

Example: I would like to know how many tickets are in new, opened,  
pending, resolved, rejected status on a particular day or in a  
particular week.

It would be of great help if any one can suggest me the procedure for  
the same.

Presently using the SEARCH option, I am able to get the ticket status  
for Created and Resolved from the interface itself. But not for the  
status of OPEN, PENDING, REJECTED etc...

Please let me know if anyone need any more information from me.

-Lakshman

----------------------------------------------------------------
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From voulgaris at ceid.upatras.gr  Fri Mar  7 08:59:52 2008
From: voulgaris at ceid.upatras.gr (Kostas Voulgaris)
Date: Fri, 07 Mar 2008 15:59:52 +0200
Subject: [rt-users] ldap auth succeeds but autocreate fails
In-Reply-To: <1204825553.5366.2.camel@localhost>
References: <1204825553.5366.2.camel@localhost>
Message-ID: <1204898392.13894.16.camel@localhost>

Problem solved! You should never map the user id with an ldap attribute!
I wanted my rt users to have the same id with their unix accounts. I
don't think this was documented somewhere.

Kostas Voulgaris.

On Thu, 2008-03-06 at 19:45 +0200, Kostas Voulgaris wrote:
> Hi,
> 
> i'm trying to set up rt to auto-create ldap authenticated users.
> authentication from ldap works, all user attributes are mapped correctly
> but new user creation fails. i've followed the guide in wiki.
> 
> here is my rt ldap configuration:
> 
> Set($AuthMethods, ['LDAP', 'Internal']);
> Set($LdapExternalAuth, 1);
> Set($LdapExternalInfo, 1);
> Set($LdapAutoCreateNonLdapUsers, 1);
> Set($LdapAttrMap, {'Name' => 'uid', 
>                    'EmailAddress' => 'mail', 
>                    'RealName' => 'cn', 
>                    'ExternalContactInfoId' => 'dn', 
>                    'ExternalAuthId' => 'uid', 
>                    'Gecos' => 'gecos',
>                    'Comments' => 'gidNumber',
>                    'id' => 'uidNumber'
>                    }
> );
> Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name',
>                            'EmailAddress', 'RealName']
> );
> Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', 
>                               'mailAlternateAddress']
> );
> Set($LdapEmailAttrMatchPrefix, [''] );
> Set($LdapServer, 'void');
> Set($LdapBase, 'ou=people,dc=ceid,dc=upatras,dc=gr');
> Set($LdapFilter, '(objectclass=*)');
> Set($LdapDisableFilter, '(employmentStatus=Terminated)');
> Set($LdapTLS, 1);
> Set($LdapSSLVersion, 3);
> 
> a sample ldap user request
> 
> # ldapsearch -vx -h void -b "dc=ceid, dc=upatras, dc=gr"
> "(uid=voulgaris)"
> ldap_initialize( ldap://void )
> filter: (uid=voulgaris)
> requesting: All userApplication attributes
> # extended LDIF
> #
> # LDAPv3
> # base <dc=ceid, dc=upatras, dc=gr> with scope subtree
> # filter: (uid=voulgaris)
> # requesting: ALL
> #
> 
> # voulgaris, people, ceid.upatras.gr
> dn: uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr
> uid: voulgaris
> cn: Kon/nos Voulgaris
> sn: Voulgaris
> uidNumber: 3866
> gidNumber: 2005
> gecos: Kon/nos Voulgaris
> objectClass: inetOrgPerson
> objectClass: posixAccount
> objectClass: top
> objectClass: shadowAccount
> objectClass: radiusprofile
> loginShell: /bin/bash
> mail: voulgaris at ceid.upatras.gr
> shadowMin: -1
> shadowMax: 99999
> shadowWarning: -1
> shadowInactive: -1
> shadowExpire: -1
> shadowFlag: -1
> dialupAccess: yes
> homeDirectory: /home/voulgaris
> shadowLastChange: 13805
> userPassword: {not shown}
> 
> # search result
> search: 2
> result: 0 Success
> 
> # numResponses: 2
> # numEntries: 1
> 
> and my rt log entries.
> 
> [Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
> numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
> line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)
> [Thu Mar  6 15:26:05 2008] [warning]: Use of uninitialized value in
> numeric eq (==) at /usr/share/request-tracker3.6/lib/RT/User_Overlay.pm
> line 1787. (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:1787)
> 
> #this maybe the root of the problem.
> [Thu Mar  6 15:26:05 2008] [warning]: Transaction->Create couldn't, as
> you didn't specify an object type and id
> (/usr/share/request-tracker3.6/lib/RT/Record.pm:1466)
> 
> #ldap authentication succeeds
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::IsLDAPPassword AUTH OK:
> voulgaris (uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr)
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:224)
> 
> #attributes map correctly
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
> ou=people,dc=ceid,dc=upatras,dc=gr uid=voulgaris =>  Comments: 2005,
> EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId: voulgaris,
> ExternalContactInfoId: uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr,
> Gecos: Kon/nos Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris,
> id: 3866 (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
> ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
> Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
> voulgaris, ExternalContactInfoId:
> uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
> Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
> voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeUserInfo
> returning Comments: 2005, Disabled: 0, EmailAddress:
> voulgaris at ceid.upatras.gr, ExternalAuthId: voulgaris,
> ExternalContactInfoId: uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr,
> Gecos: Kon/nos Voulgaris, Name: voulgaris, Privileged: 0, RealName:
> Kon/nos Voulgaris, id: 3866
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:413)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
> ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
> Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
> voulgaris, ExternalContactInfoId:
> uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
> Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
> voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
> ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
> Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
> voulgaris, ExternalContactInfoId:
> uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
> Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
> voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::LookupExternalUserInfo :
> ou=people,dc=ceid,dc=upatras,dc=gr mail=voulgaris at ceid.upatras.gr =>
> Comments: 2005, EmailAddress: voulgaris at ceid.upatras.gr, ExternalAuthId:
> voulgaris, ExternalContactInfoId:
> uid=voulgaris,ou=people,dc=ceid,dc=upatras,dc=gr, Gecos: Kon/nos
> Voulgaris, Name: voulgaris, RealName: Kon/nos Voulgaris, id: 3866
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:569)
> [Thu Mar  6 15:26:05 2008] [info]: RT::User::CanonicalizeEmailAddress
> voulgaris at ceid.upatras.gr =>  voulgaris at ceid.upatras.gr
> (/usr/share/request-tracker3.6/lib/RT/User_Local.pm:347)
> 
> #some warnings. can't figure out where the problem is.
> [Thu Mar  6 15:26:06 2008] [warning]: Use of uninitialized value in
> concatenation (.) or string
> at /usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm line 566.
> (/usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm:566)
> [Thu Mar  6 15:26:06 2008] [warning]: Use of uninitialized value in
> concatenation (.) or string
> at /usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm line 566.
> (/usr/share/request-tracker3.6/lib/RT/Group_Overlay.pm:566)
> 
> #two critical errors. don't know why
> [Thu Mar  6 15:26:06 2008] [crit]: Could not add user to Everyone group
> on user creation.
> (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:293)
> [Thu Mar  6 15:26:06 2008] [crit]: Couldn't find that principal
> (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:294)
> 
> #autocreate seems ok
> [Thu Mar  6 15:26:06 2008] [info]: Autocreated authenticated user
> voulgaris (3866)
> (/usr/local/share/request-tracker3.6/html/Callbacks/LDAP/autohandler/Auth:23)
> 
> #but no user is created and login fails
> [Thu Mar  6 15:26:06 2008] [error]: FAILED LOGIN for voulgaris from
> 150.140.140.18 (/usr/share/request-tracker3.6/html/autohandler:238)
> 
> my rt installation works flawlessly without ldap authentication. my
> system info
> 
> Debian Etch i386
> rt 3.6.1 (from debian repository)
> Apache 1.3.34
> mysql  Ver 14.12 Distrib 5.0.32
> perl 5.8.8
> 
> Thank you in advance,
> Kostas Voulgaris
> 
> 
> _______________________________________________
> 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
> 



From sunlist at yahoo.com  Fri Mar  7 12:08:50 2008
From: sunlist at yahoo.com (mailing list)
Date: Fri, 7 Mar 2008 09:08:50 -0800 (PST)
Subject: [rt-users] DBD::mysql (2)
Message-ID: <222598.26461.qm@web63801.mail.re1.yahoo.com>

Here is a more complete error message:

Checking if your kit is complete...
Looks good
Using DBI 1.602 (for perl 5.008008 on sun4-solaris) installed in
/usr/local/lib/
perl5/site_perl/5.8.8/sun4-solaris/auto/DBI/
Writing Makefile for DBD::mysql
cp lib/DBD/mysql.pm blib/lib/DBD/mysql.pm
cp lib/DBD/mysql/GetInfo.pm blib/lib/DBD/mysql/GetInfo.pm
cp lib/DBD/mysql/INSTALL.pod blib/lib/DBD/mysql/INSTALL.pod
cp lib/Bundle/DBD/mysql.pm blib/lib/Bundle/DBD/mysql.pm
gcc -c  -I/usr/local/lib/perl5/site_perl/5.8.8/sun4-solaris/auto/DBI
-I/usr/sfw/
include/mysql -xstrconst -mt -DDBD_MYSQL_INSERT_ID_IS_GOOD -g 
-fno-strict-alias
ing -pipe -Wdeclaration-after-statement -I/usr/local/include -I/opt/gnu/include

-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -O    -DVERSION=\"4.006\" 
-DXS_VERSI
ON=\"4.006\" -fPIC "-I/usr/local/lib/perl5/5.8.8/sun4-solaris/CORE"   dbdimp.c
gcc: language strconst not recognized
gcc: dbdimp.c: linker input file unused because linking not done
/usr/local/bin/perl -p -e "s/~DRIVER~/mysql/g"
/usr/local/lib/perl5/site_perl/5.
8.8/sun4-solaris/auto/DBI/Driver.xst > mysql.xsi
/usr/local/bin/perl /usr/local/lib/perl5/5.8.8/ExtUtils/xsubpp  -typemap
/usr/lo
cal/lib/perl5/5.8.8/ExtUtils/typemap  mysql.xs > mysql.xsc && mv mysql.xsc
mysql
.c
Warning: duplicate function definition 'do' detected in mysql.xs, line 225
Warning: duplicate function definition 'rows' detected in mysql.xs, line 612
gcc -c  -I/usr/local/lib/perl5/site_perl/5.8.8/sun4-solaris/auto/DBI
-I/usr/sfw/
include/mysql -xstrconst -mt -DDBD_MYSQL_INSERT_ID_IS_GOOD -g 
-fno-strict-alias
ing -pipe -Wdeclaration-after-statement -I/usr/local/include -I/opt/gnu/include

-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -O    -DVERSION=\"4.006\" 
-DXS_VERSI
ON=\"4.006\" -fPIC "-I/usr/local/lib/perl5/5.8.8/sun4-solaris/CORE"   mysql.c
gcc: language strconst not recognized
gcc: mysql.c: linker input file unused because linking not done
Running Mkbootstrap for DBD::mysql ()
chmod 644 mysql.bs
rm -f blib/arch/auto/DBD/mysql/mysql.so
LD_RUN_PATH="/usr/sfw/lib:/usr/lib" /usr/local/bin/perl myld gcc  -G
-L/usr/loca
l/lib -L/opt/gnu/lib dbdimp.o  mysql.o  -o blib/arch/auto/DBD/mysql/mysql.so   

\
   -R/usr/sfw/lib -R/usr/sfw/lib/mysql -L/usr/sfw/lib -L/usr/sfw/lib/mysql
-lmys
qlclient -lz -lposix4 -lcrypt -lgen -lsocket -lnsl -lm          \

gcc: dbdimp.o: No such file or directory
gcc: mysql.o: No such file or directory
*** Error code 1
make: Fatal error: Command failed for target
`blib/arch/auto/DBD/mysql/mysql.so'
  /usr/ccs/bin/make  -- NOT OK
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems impossible

SOMETHING WAS MISSING!





      ____________________________________________________________________________________
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From KFCrocker at lbl.gov  Fri Mar  7 12:32:10 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 07 Mar 2008 09:32:10 -0800
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D07641.40207@gmail.com>
References: <47D07641.40207@gmail.com>
Message-ID: <47D17C1A.2010101@lbl.gov>

Mathew,


	Exactly what do you mean by "implement"? The ability for the 
relationships are already there and nothing needs to be done. We use it. 
It works fine. I have several queries that provide a list of tickets, 
the queues they are in, their status, some CF info, and any dependancies 
whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
difficulty are you having?

Kenn
LBNL

On 3/6/2008 2:54 PM, Mathew wrote:
> Has anyone implemented this successfully?
> 



From mathew.snyder at gmail.com  Fri Mar  7 12:36:04 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 07 Mar 2008 12:36:04 -0500
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D17C1A.2010101@lbl.gov>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
Message-ID: <47D17D04.3050505@gmail.com>

I'm referring to the the code provided on the wiki which implements a button that allows the automatic creation of child tickets when creating a ticket.  Not the built-in version which relies on manual creation of links.

Mathew

Kenneth Crocker wrote:
> Mathew,
> 
> 
>     Exactly what do you mean by "implement"? The ability for the 
> relationships are already there and nothing needs to be done. We use it. 
> It works fine. I have several queries that provide a list of tickets, 
> the queues they are in, their status, some CF info, and any dependancies 
> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
> difficulty are you having?
> 
> Kenn
> LBNL
> 
> On 3/6/2008 2:54 PM, Mathew wrote:
>> Has anyone implemented this successfully?
>>
> 

-- 
Keep up with my goings on at http://theillien.blogspot.com


From gevans at hcc.net  Fri Mar  7 12:56:53 2008
From: gevans at hcc.net (Greg Evans)
Date: Fri, 7 Mar 2008 09:56:53 -0800
Subject: [rt-users] Question about creating a report
Message-ID: <001a01c8807c$a106b310$1200a8c0@hcc.local>

Hello again,

Everyone here has been a great help so far, so I was hoping that maybe
someone could tell me how I might go about generating a specific report on
my RT system :)

I would like to create a report that would tell me which users are
generating the most tickets in my system.

Broken down something like

|-------|------------------|-----------|------------|
|User	  |	num_tickets	   |	issues   |	Status    |
|-------|------------------|-----------|------------|
|User1  |	total_tickets  |	Issue	   |	rejected  |
|	  |			   | 	Issue	   |	resolved  |
|	  |			   |	Issue	   |	resolved  |
|	  |			   |	Issue	   |	open      |
|-------|------------------|-----------|------------|
|User2  |	total_tickets  |	Issue	   |	resolved  |
|	  |			   |	Issue	   |	stalled   |
|	  |			   |	Issue	   |	open      |
|-------|------------------|-----------|------------|

I am assuming that this will require me to do an mySQL Query of some sort
over multiple tables, however being the newbie that I am with all of this, I
am not sure whether I can do this directly in the RT interface somehow or if
I will need to do it from the cli for RT?  

Here's to hoping someone can point me in the right direction,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 



From rkeidel at gmail.com  Fri Mar  7 13:15:23 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Fri, 7 Mar 2008 10:15:23 -0800
Subject: [rt-users] User asked for an unknown update type for custom field
	Category for RT
Message-ID: <91c16bf0803071015l68349df8r457a284a28e2314a@mail.gmail.com>

Hello everybody,

I already read about that issue. Please correct me if I am wrong. Is
this error a bug in the custom fields? If so, is there already a fix
for that available and if yes where can I find it.
I also wanted to mention that I run version 3.6.4

Thanks

Robert Keidel


From KFCrocker at lbl.gov  Fri Mar  7 13:22:01 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 07 Mar 2008 10:22:01 -0800
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D17D04.3050505@gmail.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
Message-ID: <47D187C9.7090504@lbl.gov>

Mathew,


	Sorry. Your question wasn't that specific.


Kenn
LBNL

On 3/7/2008 9:36 AM, Mathew wrote:
> I'm referring to the the code provided on the wiki which implements a 
> button that allows the automatic creation of child tickets when creating 
> a ticket.  Not the built-in version which relies on manual creation of 
> links.
> 
> Mathew
> 
> Kenneth Crocker wrote:
>> Mathew,
>>
>>
>>     Exactly what do you mean by "implement"? The ability for the 
>> relationships are already there and nothing needs to be done. We use 
>> it. It works fine. I have several queries that provide a list of 
>> tickets, the queues they are in, their status, some CF info, and any 
>> dependancies whether they are Parent/Child, DependsOn/DependedOnBy. 
>> What kind of difficulty are you having?
>>
>> Kenn
>> LBNL
>>
>> On 3/6/2008 2:54 PM, Mathew wrote:
>>> Has anyone implemented this successfully?
>>>
>>
> 



From HelmuthRamirez at compupay.com  Fri Mar  7 13:22:23 2008
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 7 Mar 2008 13:22:23 -0500
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D17D04.3050505@gmail.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
Message-ID: <7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>

Hi Matthew,
  We deployed it successfully following the instructions.  It works as
advertised :)



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
Sent: Friday, March 07, 2008 12:36 PM
To: Kenneth Crocker
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I'm referring to the the code provided on the wiki which implements a
button that allows the automatic creation of child tickets when creating
a ticket.  Not the built-in version which relies on manual creation of
links.

Mathew

Kenneth Crocker wrote:
> Mathew,
> 
> 
>     Exactly what do you mean by "implement"? The ability for the 
> relationships are already there and nothing needs to be done. We use
it. 
> It works fine. I have several queries that provide a list of tickets, 
> the queues they are in, their status, some CF info, and any
dependancies 
> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
> difficulty are you having?
> 
> Kenn
> LBNL
> 
> On 3/6/2008 2:54 PM, Mathew wrote:
>> Has anyone implemented this successfully?
>>
> 

-- 
Keep up with my goings on at http://theillien.blogspot.com
_______________________________________________
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


From derwin at rim.com  Fri Mar  7 16:08:04 2008
From: derwin at rim.com (Daryl Erwin)
Date: Fri, 7 Mar 2008 16:08:04 -0500
Subject: [rt-users] Updated to 3.6.6 from 3.6.5 and lost all the formatting..
Message-ID: <C6774F8248577C44B11BC245BDA3A8580EF4A803@XCH42YKF.rim.net>

I untarred the 3.6.6 and ran the following..  

 

unset ORACLE_SID

ORACLE_HOME=/opt/app/oracle/product/10.2.0

export ORACLE_HOME

LD_LIBRARY_PATH=$ORACLE_HOME/lib

export LD_LIBRARY_PATH

 

/etc/init.d/httpd stop

 

cd rt

./configure --prefix /usr/local/rt --with-db-type=Oracle
--with-db-dba=root --with-db-rt-user=rt --with-db-rt-pass=rt_pass
--with-d

b-database="host=dbc13ykf;sid=pdbgrp" --with-rt-group=rt
--with-db-host=dbc13ykf --with-db-port=1522

make install

cp rt-old/etc/RT_SiteConfig.pm          rt/etc/

cp rt-old/etc/RT_Config.pm              rt/etc/

cp rt-old/lib/RT/User_Local.pm          rt/lib/RT

cp rt-old/lib/RT/CurrentUser_Local.pm   rt/lib/RT

cp rt-old/lib/RT/User_Overlay.pm        rt/lib/RT

cp rt-old/share/html/NoAuth/images/RIM*
rt/share/html/NoAuth/images

touch /usr/local/rt/var/log/rt.log

chmod a+rw /usr/local/rt/var/log/rt.log

/etc/init.d/httpd start

 

 

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>|< RT 3.6.6 Copyright 1996-2006 Best Practical Solutions, LLC
<http://www.bestpractical.com?rt=3.6.6> . 

 


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From ruz at bestpractical.com  Fri Mar  7 16:44:06 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 8 Mar 2008 00:44:06 +0300
Subject: [rt-users] Updated to 3.6.6 from 3.6.5 and lost all the
	formatting..
In-Reply-To: <C6774F8248577C44B11BC245BDA3A8580EF4A803@XCH42YKF.rim.net>
References: <C6774F8248577C44B11BC245BDA3A8580EF4A803@XCH42YKF.rim.net>
Message-ID: <589c94400803071344y4e05727aja882767e34c4d7e2@mail.gmail.com>

People, run `make testdeps` on upgrade.

On Sat, Mar 8, 2008 at 12:08 AM, Daryl Erwin <derwin at rim.com> wrote:
>
>
>
>
> I untarred the 3.6.6 and ran the following..
>
>
>
> unset ORACLE_SID
>
> ORACLE_HOME=/opt/app/oracle/product/10.2.0
>
> export ORACLE_HOME
>
> LD_LIBRARY_PATH=$ORACLE_HOME/lib
>
> export LD_LIBRARY_PATH
>
>
>
> /etc/init.d/httpd stop
>
>
>
> cd rt
>
> ./configure --prefix /usr/local/rt --with-db-type=Oracle --with-db-dba=root
> --with-db-rt-user=rt --with-db-rt-pass=rt_pass --with-d
>
> b-database="host=dbc13ykf;sid=pdbgrp" --with-rt-group=rt
> --with-db-host=dbc13ykf --with-db-port=1522
>
> make install
>
> cp rt-old/etc/RT_SiteConfig.pm          rt/etc/
>
> cp rt-old/etc/RT_Config.pm              rt/etc/
>
> cp rt-old/lib/RT/User_Local.pm          rt/lib/RT
>
> cp rt-old/lib/RT/CurrentUser_Local.pm   rt/lib/RT
>
> cp rt-old/lib/RT/User_Overlay.pm        rt/lib/RT
>
> cp rt-old/share/html/NoAuth/images/RIM*         rt/share/html/NoAuth/images
>
> touch /usr/local/rt/var/log/rt.log
>
> chmod a+rw /usr/local/rt/var/log/rt.log
>
> /etc/init.d/httpd start
>
>
>
>
>
> RT for DB Systems
>
> Skip Menu | Logged in as xxxxxx | Preferences | Logout
>
>
>
>
>
> Home
> ? Simple Search
> ? Tickets
> ? Tools
> ? Configuration
> ? Preferences
> ? Approval
> Preferences
>
> About me
> ? Search options
> ? Personal Groups
> ? Delegation
> ? RT at a glance
>
>
>
>
> X Identity
>
>
>
>
> Email:
>
>
>
>
> Real Name:
>
>
>
>
> Nickname:
>
>
>
>
> Language:
>
>
>  ________________________________
>
>
> X Phone numbers
>
>
> Home:
>
>
>
>
> Work:
>
>
>
>
> Mobile:
>
>
>
>
> Pager:
>
>
>  ________________________________
>
>
>
>
> X Password
>
>
> New Password:
>
>
>
>
> Retype Password:
>
>
>  ________________________________
>
>
> X Location
>
>
> Organization:
>
>
>
>
> Address1:
>
>
>
>
> Address2:
>
>
>
>
> City:
>
>
>
>
> State:
>
>
>
>
> Zip:
>
>
>
>
> Country:
>
>
>  ________________________________
>
>
>
>
>
>
>
> X Signature
>
>
>  ________________________________
>
>
>
>
>
>
> Time to display: 0.237221
>
> ?|? RT 3.6.6 Copyright 1996-2006 Best Practical Solutions, LLC.
>
>   ---------------------------------------------------------------------
>  This transmission (including any attachments) may contain confidential
> information, privileged material (including material protected by the
> solicitor-client or other applicable privileges), or constitute non-public
> information. Any use of this information by anyone other than the intended
> recipient is prohibited. If you have received this transmission in error,
> please immediately reply to the sender and delete this information from your
> system. Use, dissemination, distribution, or reproduction of this
> transmission by unintended recipients is not authorized and may be unlawful.
> _______________________________________________
>  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 mathew.snyder at gmail.com  Fri Mar  7 16:59:35 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 07 Mar 2008 16:59:35 -0500
Subject: [rt-users] CreateChildTicket
In-Reply-To: <7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
Message-ID: <47D1BAC7.4070006@gmail.com>

Which RT version are you using.  I tried it on 3.6.6 and it didn't want to work.  Where is the button supposed to be?

Helmuth Ramirez wrote:
> Hi Matthew,
>   We deployed it successfully following the instructions.  It works as
> advertised :)
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
> Sent: Friday, March 07, 2008 12:36 PM
> To: Kenneth Crocker
> Cc: RT Users
> Subject: Re: [rt-users] CreateChildTicket
> 
> I'm referring to the the code provided on the wiki which implements a
> button that allows the automatic creation of child tickets when creating
> a ticket.  Not the built-in version which relies on manual creation of
> links.
> 
> Mathew
> 
> Kenneth Crocker wrote:
>> Mathew,
>>
>>
>>     Exactly what do you mean by "implement"? The ability for the 
>> relationships are already there and nothing needs to be done. We use
> it. 
>> It works fine. I have several queries that provide a list of tickets, 
>> the queues they are in, their status, some CF info, and any
> dependancies 
>> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
>> difficulty are you having?
>>
>> Kenn
>> LBNL
>>
>> On 3/6/2008 2:54 PM, Mathew wrote:
>>> Has anyone implemented this successfully?
>>>
> 

-- 
Keep up with my goings on at http://theillien.blogspot.com


From HelmuthRamirez at compupay.com  Fri Mar  7 17:04:04 2008
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 7 Mar 2008 17:04:04 -0500
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D1BAC7.4070006@gmail.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
	<47D1BAC7.4070006@gmail.com>
Message-ID: <7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>

We're running 3.6.3, it shows up on under the Links section.  I am attaching a screenshot.



-----Original Message-----
From: Mathew [mailto:mathew.snyder at gmail.com] 
Sent: Friday, March 07, 2008 5:00 PM
To: Helmuth Ramirez
Cc: Kenneth Crocker; RT Users
Subject: Re: [rt-users] CreateChildTicket

Which RT version are you using.  I tried it on 3.6.6 and it didn't want to work.  Where is the button supposed to be?

Helmuth Ramirez wrote:
> Hi Matthew,
>   We deployed it successfully following the instructions.  It works as
> advertised :)
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
> Sent: Friday, March 07, 2008 12:36 PM
> To: Kenneth Crocker
> Cc: RT Users
> Subject: Re: [rt-users] CreateChildTicket
> 
> I'm referring to the the code provided on the wiki which implements a
> button that allows the automatic creation of child tickets when creating
> a ticket.  Not the built-in version which relies on manual creation of
> links.
> 
> Mathew
> 
> Kenneth Crocker wrote:
>> Mathew,
>>
>>
>>     Exactly what do you mean by "implement"? The ability for the 
>> relationships are already there and nothing needs to be done. We use
> it. 
>> It works fine. I have several queries that provide a list of tickets, 
>> the queues they are in, their status, some CF info, and any
> dependancies 
>> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
>> difficulty are you having?
>>
>> Kenn
>> LBNL
>>
>> On 3/6/2008 2:54 PM, Mathew wrote:
>>> Has anyone implemented this successfully?
>>>
> 

-- 
Keep up with my goings on at http://theillien.blogspot.com
-------------- next part --------------
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From derwin at rim.com  Fri Mar  7 17:11:09 2008
From: derwin at rim.com (Daryl Erwin)
Date: Fri, 7 Mar 2008 17:11:09 -0500
Subject: [rt-users] Updated to 3.6.6 from 3.6.5 and lost all the
	formatting..
In-Reply-To: <589c94400803071344y4e05727aja882767e34c4d7e2@mail.gmail.com>
Message-ID: <C6774F8248577C44B11BC245BDA3A8580EF4A806@XCH42YKF.rim.net>

That was it .. missing some css::squish.
I didn't see anything in notes or upgrade docs or ...

Thanks for help.

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Friday, March 07, 2008 4:44 PM
To: Daryl Erwin
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Updated to 3.6.6 from 3.6.5 and lost all the
formatting..

People, run `make testdeps` on upgrade.

On Sat, Mar 8, 2008 at 12:08 AM, Daryl Erwin <derwin at rim.com> wrote:
>
>
>
>
> I untarred the 3.6.6 and ran the following..
>
>
>
> unset ORACLE_SID
>
> ORACLE_HOME=/opt/app/oracle/product/10.2.0
>
> export ORACLE_HOME
>
> LD_LIBRARY_PATH=$ORACLE_HOME/lib
>
> export LD_LIBRARY_PATH
>
>
>
> /etc/init.d/httpd stop
>
>
>
> cd rt
>
> ./configure --prefix /usr/local/rt --with-db-type=Oracle
--with-db-dba=root
> --with-db-rt-user=rt --with-db-rt-pass=rt_pass --with-d
>
> b-database="host=dbc13ykf;sid=pdbgrp" --with-rt-group=rt
> --with-db-host=dbc13ykf --with-db-port=1522
>
> make install
>
> cp rt-old/etc/RT_SiteConfig.pm          rt/etc/
>
> cp rt-old/etc/RT_Config.pm              rt/etc/
>
> cp rt-old/lib/RT/User_Local.pm          rt/lib/RT
>
> cp rt-old/lib/RT/CurrentUser_Local.pm   rt/lib/RT
>
> cp rt-old/lib/RT/User_Overlay.pm        rt/lib/RT
>
> cp rt-old/share/html/NoAuth/images/RIM*
rt/share/html/NoAuth/images
>
> touch /usr/local/rt/var/log/rt.log
>
> chmod a+rw /usr/local/rt/var/log/rt.log
>
> /etc/init.d/httpd start
>
>
>
>
>
> RT for DB Systems
>
> Skip Menu | Logged in as xxxxxx | Preferences | Logout
>
>
>
>
>
> Home
> * Simple Search
> * Tickets
> * Tools
> * Configuration
> * Preferences
> * Approval
> Preferences
>
> About me
> * Search options
> * Personal Groups
> * Delegation
> * RT at a glance
>
>
>
>
> X Identity
>
>
>
>
> Email:
>
>
>
>
> Real Name:
>
>
>
>
> Nickname:
>
>
>
>
> Language:
>
>
>  ________________________________
>
>
> X Phone numbers
>
>
> Home:
>
>
>
>
> Work:
>
>
>
>
> Mobile:
>
>
>
>
> Pager:
>
>
>  ________________________________
>
>
>
>
> X Password
>
>
> New Password:
>
>
>
>
> Retype Password:
>
>
>  ________________________________
>
>
> X Location
>
>
> Organization:
>
>
>
>
> Address1:
>
>
>
>
> Address2:
>
>
>
>
> City:
>
>
>
>
> State:
>
>
>
>
> Zip:
>
>
>
>
> Country:
>
>
>  ________________________________
>
>
>
>
>
>
>
> X Signature
>
>
>  ________________________________
>
>
>
>
>
>
> Time to display: 0.237221
>
> >|< RT 3.6.6 Copyright 1996-2006 Best Practical Solutions, LLC.
>
>
---------------------------------------------------------------------
>  This transmission (including any attachments) may contain
confidential
> information, privileged material (including material protected by the
> solicitor-client or other applicable privileges), or constitute
non-public
> information. Any use of this information by anyone other than the
intended
> recipient is prohibited. If you have received this transmission in
error,
> please immediately reply to the sender and delete this information
from your
> system. Use, dissemination, distribution, or reproduction of this
> transmission by unintended recipients is not authorized and may be
unlawful.
> _______________________________________________
>  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.

---------------------------------------------------------------------
This transmission (including any attachments) may contain confidential information, privileged material (including material protected by the solicitor-client or other applicable privileges), or constitute non-public information. Any use of this information by anyone other than the intended recipient is prohibited. If you have received this transmission in error, please immediately reply to the sender and delete this information from your system. Use, dissemination, distribution, or reproduction of this transmission by unintended recipients is not authorized and may be unlawful.


From ruz at bestpractical.com  Fri Mar  7 17:26:40 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 8 Mar 2008 01:26:40 +0300
Subject: [rt-users] Updated to 3.6.6 from 3.6.5 and lost all the
	formatting..
In-Reply-To: <C6774F8248577C44B11BC245BDA3A8580EF4A806@XCH42YKF.rim.net>
References: <589c94400803071344y4e05727aja882767e34c4d7e2@mail.gmail.com>
	<C6774F8248577C44B11BC245BDA3A8580EF4A806@XCH42YKF.rim.net>
Message-ID: <589c94400803071426p76209a24i327045e6c4b9c7d8@mail.gmail.com>

>From UPGRADING, first paragraph:

Detailed information about upgrading can be found in the README file.
This document is intended to supplement the instructions in that file.

>From README:
3   Make sure that RT has everything it needs to run.

    Check for missing dependencies by running:

       make testdeps




On Sat, Mar 8, 2008 at 1:11 AM, Daryl Erwin <derwin at rim.com> wrote:
> That was it .. missing some css::squish.
>  I didn't see anything in notes or upgrade docs or ...
>
>  Thanks for help.
>
>
>
>  -----Original Message-----
>  From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
>  Behalf Of Ruslan Zakirov
>  Sent: Friday, March 07, 2008 4:44 PM
>  To: Daryl Erwin
>  Cc: rt-users at lists.bestpractical.com
>  Subject: Re: [rt-users] Updated to 3.6.6 from 3.6.5 and lost all the
>  formatting..
>
>  People, run `make testdeps` on upgrade.
>
>  On Sat, Mar 8, 2008 at 12:08 AM, Daryl Erwin <derwin at rim.com> wrote:
>  >
>  >
>  >
>  >
>  > I untarred the 3.6.6 and ran the following..
>  >
>  >
>  >
>  > unset ORACLE_SID
>  >
>  > ORACLE_HOME=/opt/app/oracle/product/10.2.0
>  >
>  > export ORACLE_HOME
>  >
>  > LD_LIBRARY_PATH=$ORACLE_HOME/lib
>  >
>  > export LD_LIBRARY_PATH
>  >
>  >
>  >
>  > /etc/init.d/httpd stop
>  >
>  >
>  >
>  > cd rt
>  >
>  > ./configure --prefix /usr/local/rt --with-db-type=Oracle
>  --with-db-dba=root
>  > --with-db-rt-user=rt --with-db-rt-pass=rt_pass --with-d
>  >
>  > b-database="host=dbc13ykf;sid=pdbgrp" --with-rt-group=rt
>  > --with-db-host=dbc13ykf --with-db-port=1522
>  >
>  > make install
>  >
>  > cp rt-old/etc/RT_SiteConfig.pm          rt/etc/
>  >
>  > cp rt-old/etc/RT_Config.pm              rt/etc/
>  >
>  > cp rt-old/lib/RT/User_Local.pm          rt/lib/RT
>  >
>  > cp rt-old/lib/RT/CurrentUser_Local.pm   rt/lib/RT
>  >
>  > cp rt-old/lib/RT/User_Overlay.pm        rt/lib/RT
>  >
>  > cp rt-old/share/html/NoAuth/images/RIM*
>  rt/share/html/NoAuth/images
>  >
>  > touch /usr/local/rt/var/log/rt.log
>  >
>  > chmod a+rw /usr/local/rt/var/log/rt.log
>  >
>  > /etc/init.d/httpd start
>  >
>  >
>  >
>  >
>  >
>  > RT for DB Systems
>  >
>  > Skip Menu | Logged in as xxxxxx | Preferences | Logout
>  >
>  >
>  >
>  >
>  >
>  > Home
>  > * Simple Search
>  > * Tickets
>  > * Tools
>  > * Configuration
>  > * Preferences
>  > * Approval
>  > Preferences
>  >
>  > About me
>  > * Search options
>  > * Personal Groups
>  > * Delegation
>  > * RT at a glance
>  >
>  >
>  >
>  >
>  > X Identity
>  >
>  >
>  >
>  >
>  > Email:
>  >
>  >
>  >
>  >
>  > Real Name:
>  >
>  >
>  >
>  >
>  > Nickname:
>  >
>  >
>  >
>  >
>  > Language:
>  >
>  >
>  >  ________________________________
>  >
>  >
>  > X Phone numbers
>  >
>  >
>  > Home:
>  >
>  >
>  >
>  >
>  > Work:
>  >
>  >
>  >
>  >
>  > Mobile:
>  >
>  >
>  >
>  >
>  > Pager:
>  >
>  >
>  >  ________________________________
>  >
>  >
>  >
>  >
>  > X Password
>  >
>  >
>  > New Password:
>  >
>  >
>  >
>  >
>  > Retype Password:
>  >
>  >
>  >  ________________________________
>  >
>  >
>  > X Location
>  >
>  >
>  > Organization:
>  >
>  >
>  >
>  >
>  > Address1:
>  >
>  >
>  >
>  >
>  > Address2:
>  >
>  >
>  >
>  >
>  > City:
>  >
>  >
>  >
>  >
>  > State:
>  >
>  >
>  >
>  >
>  > Zip:
>  >
>  >
>  >
>  >
>  > Country:
>  >
>  >
>  >  ________________________________
>  >
>  >
>  >
>  >
>  >
>  >
>  >
>  > X Signature
>  >
>  >
>  >  ________________________________
>  >
>  >
>  >
>  >
>  >
>  >
>  > Time to display: 0.237221
>  >
>  > >|< RT 3.6.6 Copyright 1996-2006 Best Practical Solutions, LLC.
>  >
>  >
>  ---------------------------------------------------------------------
>  >  This transmission (including any attachments) may contain
>  confidential
>  > information, privileged material (including material protected by the
>  > solicitor-client or other applicable privileges), or constitute
>  non-public
>  > information. Any use of this information by anyone other than the
>  intended
>  > recipient is prohibited. If you have received this transmission in
>  error,
>  > please immediately reply to the sender and delete this information
>  from your
>  > system. Use, dissemination, distribution, or reproduction of this
>  > transmission by unintended recipients is not authorized and may be
>  unlawful.
>  > _______________________________________________
>  >  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.
>
>  ---------------------------------------------------------------------
>  This transmission (including any attachments) may contain confidential information, privileged material (including material protected by the solicitor-client or other applicable privileges), or constitute non-public information. Any use of this information by anyone other than the intended recipient is prohibited. If you have received this transmission in error, please immediately reply to the sender and delete this information from your system. Use, dissemination, distribution, or reproduction of this transmission by unintended recipients is not authorized and may be unlawful.
>  _______________________________________________
>  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 mathew.snyder at gmail.com  Fri Mar  7 17:38:26 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 07 Mar 2008 17:38:26 -0500
Subject: [rt-users] CreateChildTicket
In-Reply-To: <7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
	<47D1BAC7.4070006@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
Message-ID: <47D1C3E2.10601@gmail.com>

Is this right?
Put into /usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction

Should that be /usr/local/rt3/local/share/request...?

Helmuth Ramirez wrote:
> We're running 3.6.3, it shows up on under the Links section.  I am attaching a screenshot.
> 
> 
> 
> -----Original Message-----
> From: Mathew [mailto:mathew.snyder at gmail.com] 
> Sent: Friday, March 07, 2008 5:00 PM
> To: Helmuth Ramirez
> Cc: Kenneth Crocker; RT Users
> Subject: Re: [rt-users] CreateChildTicket
> 
> Which RT version are you using.  I tried it on 3.6.6 and it didn't want to work.  Where is the button supposed to be?
> 
> Helmuth Ramirez wrote:
>> Hi Matthew,
>>   We deployed it successfully following the instructions.  It works as
>> advertised :)
>>
>>
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
>> Sent: Friday, March 07, 2008 12:36 PM
>> To: Kenneth Crocker
>> Cc: RT Users
>> Subject: Re: [rt-users] CreateChildTicket
>>
>> I'm referring to the the code provided on the wiki which implements a
>> button that allows the automatic creation of child tickets when creating
>> a ticket.  Not the built-in version which relies on manual creation of
>> links.
>>
>> Mathew
>>
>> Kenneth Crocker wrote:
>>> Mathew,
>>>
>>>
>>>     Exactly what do you mean by "implement"? The ability for the 
>>> relationships are already there and nothing needs to be done. We use
>> it. 
>>> It works fine. I have several queries that provide a list of tickets, 
>>> the queues they are in, their status, some CF info, and any
>> dependancies 
>>> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
>>> difficulty are you having?
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 3/6/2008 2:54 PM, Mathew wrote:
>>>> Has anyone implemented this successfully?
>>>>
> 
> 
> ------------------------------------------------------------------------
> 

-- 
Keep up with my goings on at http://theillien.blogspot.com


From msallee at globe.gov  Fri Mar  7 17:27:44 2008
From: msallee at globe.gov (Mark Sallee)
Date: Fri, 07 Mar 2008 15:27:44 -0700
Subject: [rt-users] BCC with no subject creates ticket
Message-ID: <47D1C160.7090208@globe.gov>

Our customer wants to be able to send BCC'd messages from their e-mail 
client into RT, but if the message doesn't have a proper RT subject 
syntax, they don't want it to autocreate a new ticket. Preferrably a 
scrip could reject the message and respond with something like "you 
forgot to enter an RT subject; message denied."

This is RT version 3.6.3. Right now help-comment is aliased in postfix 
/etc/aliases. I've tried procmail, but it apparently doesn't like 
filtering Bcc's and the message never gets through to RT.

Has anyone found a solution for this, scrip or otherwise?

Thank you.

-- 
Mark Sallee, Systems Administrator
The GLOBE Program - UCAR
msallee at globe.gov




From mathew.snyder at gmail.com  Fri Mar  7 17:52:56 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Fri, 07 Mar 2008 17:52:56 -0500
Subject: [rt-users] CreateChildTicket
In-Reply-To: <7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
	<47D1BAC7.4070006@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
Message-ID: <47D1C748.2020707@gmail.com>

I don't know what I'm doing wrong but the instructions I'm following don't want to work for me.

Helmuth Ramirez wrote:
> We're running 3.6.3, it shows up on under the Links section.  I am attaching a screenshot.
> 
> 
> 
> -----Original Message-----
> From: Mathew [mailto:mathew.snyder at gmail.com] 
> Sent: Friday, March 07, 2008 5:00 PM
> To: Helmuth Ramirez
> Cc: Kenneth Crocker; RT Users
> Subject: Re: [rt-users] CreateChildTicket
> 
> Which RT version are you using.  I tried it on 3.6.6 and it didn't want to work.  Where is the button supposed to be?
> 
> Helmuth Ramirez wrote:
>> Hi Matthew,
>>   We deployed it successfully following the instructions.  It works as
>> advertised :)
>>
>>
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
>> Sent: Friday, March 07, 2008 12:36 PM
>> To: Kenneth Crocker
>> Cc: RT Users
>> Subject: Re: [rt-users] CreateChildTicket
>>
>> I'm referring to the the code provided on the wiki which implements a
>> button that allows the automatic creation of child tickets when creating
>> a ticket.  Not the built-in version which relies on manual creation of
>> links.
>>
>> Mathew
>>
>> Kenneth Crocker wrote:
>>> Mathew,
>>>
>>>
>>>     Exactly what do you mean by "implement"? The ability for the 
>>> relationships are already there and nothing needs to be done. We use
>> it. 
>>> It works fine. I have several queries that provide a list of tickets, 
>>> the queues they are in, their status, some CF info, and any
>> dependancies 
>>> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
>>> difficulty are you having?
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 3/6/2008 2:54 PM, Mathew wrote:
>>>> Has anyone implemented this successfully?
>>>>
> 
> 
> ------------------------------------------------------------------------
> 

-- 
Keep up with my goings on at http://theillien.blogspot.com


From gleduc at mail.sdsu.edu  Fri Mar  7 18:34:25 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 07 Mar 2008 15:34:25 -0800
Subject: [rt-users] BCC with no subject creates ticket
In-Reply-To: <47D1C160.7090208@globe.gov>
References: <47D1C160.7090208@globe.gov>
Message-ID: <6.2.1.2.2.20080307152858.02306ac8@mail.sdsu.edu>

I wanted to something similar, sorta, kinda..  Anyway, I wanted to prevent 
ticket creation by a "new" email under certain conditions.  I never could 
figure out how to do it within RT because you don't control until after the 
ticket's been created.  So I ended up just deleting the ticket right after 
it was created.

At 02:27 PM 3/7/2008, Mark Sallee wrote:
>Our customer wants to be able to send BCC'd messages from their e-mail
>client into RT, but if the message doesn't have a proper RT subject
>syntax, they don't want it to autocreate a new ticket. Preferrably a
>scrip could reject the message and respond with something like "you
>forgot to enter an RT subject; message denied."
>
>This is RT version 3.6.3. Right now help-comment is aliased in postfix
>/etc/aliases. I've tried procmail, but it apparently doesn't like
>filtering Bcc's and the message never gets through to RT.
>
>Has anyone found a solution for this, scrip or otherwise?
>
>Thank you.
>
>--
>Mark Sallee, Systems Administrator
>The GLOBE Program - UCAR
>msallee at globe.gov
>
>
>_______________________________________________
>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


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From steve at switzersolutions.com  Fri Mar  7 23:47:53 2008
From: steve at switzersolutions.com (Steve Switzer)
Date: Fri, 07 Mar 2008 23:47:53 -0500
Subject: [rt-users] rt shell script: can't create multi-line text in new
 ticket
In-Reply-To: <47CF853C.60609@switzersolutions.com>
References: <47CF853C.60609@switzersolutions.com>
Message-ID: <47D21A79.5050102@switzersolutions.com>

Hello!
   I received no replies.. perhaps I posted too much info?

   So far I've tried this a few different ways, and have had no luck
with creating tickets from the command line with multiple lines of text.

This breaks:
# rt create -e -t ticket set subject='testing' text='blah
blah
blah'

However, I can do this:
# rt create -e -t ticket set subject='testing'

then I can comment on it:
# rt comment -m 'This is a multi-
line test of text' 600

...which allows me to use data with multiple lines. Since the original
ticket creation email didn't have the text with it, I didn't like this
approach and I decided to hack the rt tool. I'm using rt that installs
with Ubuntu 7.10's rt3.6-clients package. At line 423, I added the
following:

            elsif (/-m/) {
                vpush( \%set, lc 'text', shift @ARGV);
            }

I'm sorry, I don't know the correct way to submit a patch with the +'s
an @whatevers, but this is what I did, and now the following works fine:

rt create -e -t ticket set subject='testing' -m 'blah multi-
line text'

I hope this change (or similar) can make it into the next release.

Also, I just noticed that I cannot place text into custom fields when
using the command line interface. Perhaps I'll just have to write my own. :)

Regards,
Steve


Steve Switzer wrote:
> Hello!
>    I've been working on a script that checks to see if a ticket exists
> for a certain problem, and if not, creates the ticket. I'm using bash
> with bin/rt to script this, and have been struggling for a few hours
> trying to get it just right. I have all my data in variables, and this
> caused me trouble in the beginning... here's an example:
>
> rt create -t ticket set status=new subject='${RTSUBJ} ${HOSTNAME}'
> queue='${RTQUEUE}' priority='5' text='${RTMSG}'
>
> Of course, the single quotes caused an issue, and I moved to double
> quotes. but then rt was still complaining:
>
> rt: edit: Unrecognised argument 'text=blah
> blah'.
>
> Yes, this is multi-line text... and I figured this was causing the
> issue, since removing the "text" parameter allowed a ticket to be
> created. I figured a template-based ticket creation would work. When I
> noticed the -o option, and went to work with this idea:
>
>
> rt create -t ticket -o set status=new subject="${RTSUBJ} (${HOSTNAME})"
> queue="${RTQUEUE}" priority=5 | sed -e '$d' > ${RTTMP}
> echo "Text: ${RTMSG}" >> ${RTTMP}
> cat ${RTTMP} | rt create -t ticket -i
>
>
> This creates the template, hacks out the "Text: " line, then adds it
> again with the appropriate data. However, I get this:
>
>
> # Please resubmit with errors corrected.
>
> --
>
> # Syntax error.
>
> id: ticket/new
> Queue: General
> Requestor: sbsupdate
> Subject: test ticket
> Cc:
> AdminCc:
> Owner:
> Status: new
> Priority: 5
> InitialPriority:
> FinalPriority:
> TimeEstimated:
> Starts: 2008-03-06 05:31:56
> Due: 2008-03-06 05:31:56
> Text: blah
>   
>>> blah
>>>       
>
>
>
> Not even THIS way likes the multiple lines of text. I suppose I could
> really hack it by creating an email header and passing all of this to
> rt-mailgate, but that REALLY seems like a hack.
>
> Ideas welcome...
>
> Thank you!
>
> Steve
>
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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
-------------- next part --------------
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From rwcanary at ocdirect.net  Sat Mar  8 20:32:50 2008
From: rwcanary at ocdirect.net (Robert Canary)
Date: Sat, 08 Mar 2008 19:32:50 -0600
Subject: [rt-users] Not sending Email and Tools menu failure
Message-ID: <47D33E42.8050008@ocdirect.net>

I am get this error when I click on Tools.

Also, RT has stopped sending out emails.

error:   	Undefined subroutine &Scalar::Util::weaken called at 
/opt/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:  	/opt/rt3/lib/RT/Action/Generic.pm:108
/opt/rt3/lib/RT/Action/Generic.pm:80
/opt/rt3/share/html/Tools/Offline.html:107
/opt/rt3/share/html/autohandler:215


The System Configuration:
Perl v5.8.5 under linux
   Apache::Session v1.83;
   Apache::Session::Generate::MD5 v2.1;
   Apache::Session::Lock::MySQL v1.00;
   Apache::Session::MySQL v1.01;
   Apache::Session::Serialize::Storable v1.00;
   Apache::Session::Store::DBI v1.02;
   Apache::Session::Store::MySQL v1.04;
   AutoLoader v5.60;
   base v2.06;
   Benchmark v1.06;
   bytes v1.01;
   Cache::Simple::TimedExpiry v0.27;
   Carp v1.03;
   CGI v3.05;
   CGI::Cookie v1.24;
   CGI::Util v1.5;
   Class::Container v0.12;
   Class::Data::Inheritable v0.06;
   Class::ReturnValue v0.53;
   Clone v0.23;
   constant v1.04;
   Cwd v2.19;
   Data::Dumper v2.121;
   DBD::mysql v2.9004;
   DBI v1.57;
   DBIx::SearchBuilder v1.48;
   DBIx::SearchBuilder::Union v0;
   DBIx::SearchBuilder::Unique v0.01;
   Devel::StackTrace v1.15;
   Devel::StackTraceFrame v0.6;
   Digest::base v1.00;
   Digest::MD5 v2.33;
   DynaLoader v1.05;
   Encode v2.01;
   Encode::Alias v2.00;
   Encode::Config v2.00;
   Encode::Encoding v2.00;
   Errno v1.09;
   Exception::Class v1.23;
   Exception::Class::Base v1.2;
   Exporter v5.58;
   Exporter::Heavy v5.58;
   Fcntl v1.05;
   File::Basename v2.73;
   File::Glob v1.03;
   File::Path v1.06;
   File::Spec v3.25;
   File::Spec::Unix v1.5;
   File::Temp v0.14;
   FileHandle v2.01;
   Hook::LexWrap v0.20;
   HTML::Entities v1.35;
   HTML::Mason v1.36;
   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;
   HTTP::Server::Simple v0.27;
   HTTP::Server::Simple::CGI v0.27;
   HTTP::Server::Simple::CGI::Environment v0.27;
   HTTP::Server::Simple::Mason v0.09;
   I18N::LangTags v0.33;
   I18N::LangTags::Detect v1.03;
   I18N::LangTags::List v0.29;
   integer v1.00;
   IO v1.21;
   IO::File v1.10;
   IO::Handle v1.24;
   IO::InnerFile v2.110;
   IO::Lines v2.110;
   IO::Scalar v2.110;
   IO::ScalarArray v2.110;
   IO::Seekable v1.09;
   IO::Wrap v2.110;
   IO::WrapTie v2.110;
   IPC::Open2 v1.01;
   IPC::Open3 v1.0106;
   lib v0.5565;
   List::Util v1.19;
   Locale::Maketext v1.09;
   Locale::Maketext::Fuzzy v0.02;
   Locale::Maketext::Lexicon v0.64;
   Locale::Maketext::Lexicon::Gettext v0.15;
   Log::Dispatch v2.18;
   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::Header v1.77;
   Mail::Internet v1.77;
   MIME::Base64 v3.01;
   MIME::Body v5.420;
   MIME::Decoder v5.420;
   MIME::Entity v5.420;
   MIME::Field::ContDisp v5.420;
   MIME::Field::ConTraEnc v5.420;
   MIME::Field::ContType v5.420;
   MIME::Field::ParamVal v5.420;
   MIME::Head v5.420;
   MIME::Parser v5.420;
   MIME::QuotedPrint v3.01;
   MIME::Tools v5.420;
   MIME::Words v5.420;
   Module::Versions::Report v1.03;
   overload v1.01;
   Params::Validate v0.88;
   PerlIO v1.03;
   PerlIO::encoding v0.07;
   POSIX v1.08;
   re v0.04;
   Regexp::Common v2.120;
   Regexp::Common::_support v2.101;
   Regexp::Common::balanced v2.101;
   Regexp::Common::CC v2.100;
   Regexp::Common::comment v2.116;
   Regexp::Common::delimited v2.104;
   Regexp::Common::lingua v2.105;
   Regexp::Common::list v2.103;
   Regexp::Common::net v2.105;
   Regexp::Common::number v2.108;
   Regexp::Common::profanity v2.104;
   Regexp::Common::SEN v2.102;
   Regexp::Common::URI v2.108;
   Regexp::Common::URI::fax v2.100;
   Regexp::Common::URI::file v2.100;
   Regexp::Common::URI::ftp v2.101;
   Regexp::Common::URI::gopher v2.100;
   Regexp::Common::URI::http v2.101;
   Regexp::Common::URI::news v2.100;
   Regexp::Common::URI::pop v2.100;
   Regexp::Common::URI::prospero v2.100;
   Regexp::Common::URI::RFC1035 v2.100;
   Regexp::Common::URI::RFC1738 v2.104;
   Regexp::Common::URI::RFC1808 v2.100;
   Regexp::Common::URI::RFC2384 v2.102;
   Regexp::Common::URI::RFC2396 v2.100;
   Regexp::Common::URI::RFC2806 v2.100;
   Regexp::Common::URI::tel v2.100;
   Regexp::Common::URI::telnet v2.100;
   Regexp::Common::URI::tv v2.100;
   Regexp::Common::URI::wais v2.100;
   Regexp::Common::whitespace v2.103;
   Regexp::Common::zip v2.112;
   RT v3.4.5;
   RT::Interface::Email v1.02;
   Scalar::Util v1.19;
   SelectSaver v1.00;
   Socket v1.77;
   Storable v2.13;
   strict v1.03;
   Symbol v1.05;
   Sys::Hostname v1.11;
   Sys::Syslog v0.08;
   Text::Autoformat v1.13;
   Text::Quoted v2.02;
   Text::Reform v1.11;
   Text::Tabs v98.112801;
   Text::Template v1.44;
   Text::Wrapper v1.01;
   Time::HiRes v1.9707;
   Time::JulianDay v2003.1125;
   Time::Local v1.1;
   Time::ParseDate v2006.0814;
   Time::Timezone v2006.0814;
   Tree::Simple v1.17;
   URI::Escape v3.28;
   utf8 v1.04;
   vars v1.01;
   warnings v1.03;
   warnings::register v1.00;
   XSLoader v0.02;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/opt/rt3
RT::BinPath 	/opt/rt3/bin
RT::CORE_CONFIG_FILE 	/opt/rt3/etc/RT_Config.pm
RT::CommentAddress 	rwcanary at ocdirect.net
RT::CorrespondAddress 	rwcanary at ocdirect.net
RT::DatabaseHost 	localhost
RT::DatabaseName 	rt3
RT::DatabasePassword 	Password not printed
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	rt_admin
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A 
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A 
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject', 
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', 
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>', 
'<small>__ToldRelative__</small>', 
'<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	/opt/rt3/etc
RT::FriendlyFromLineFormat 	"%s via OCDirect Ticket Request" <%s>
RT::FriendlyToLineFormat 	"%s of ocdirect.net Ticket #%s":;
RT::LinkTransactionsRun1Scrip 	1
RT::LocalEtcPath 	/opt/rt3/local/etc
RT::LocalLexiconPath 	/opt/rt3/local/po
RT::LocalPath 	/opt/rt3/local
RT::LogDir 	/var/log/rt
RT::LogToFile 	1
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/opt/rt3/share/html
RT::MasonDataDir 	/opt/rt3/var/mason_data
RT::MasonLocalComponentRoot 	/opt/rt3/local/html
RT::MasonSessionDir 	/opt/rt3/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::MyRequestsLength 	10
RT::MyTicketsLength 	10
RT::Organization 	ocdirect.net
RT::OwnerEmail 	rwcanary at ocdirect.net
RT::RTAddressRegexp 	^rt\@ocdirect.net$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	1
RT::SITE_CONFIG_FILE 	/opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/sbin/sendmail
RT::Timezone 	US/Central
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.4.5
RT::VarPath 	/opt/rt3/var
RT::WebBaseURL 	http://mchn37.ocdirect.net:4400
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/NoAuth/images/
RT::WebURL 	http://mchn37.ocdirect.net:4400/
RT::rtname 	ocdirect.net
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
   Platform:
     osname=linux, osvers=2.6.9-55.0.9.elsmp, 
archname=i386-linux-thread-multi
     uname='linux hs20-bc1-5.build.redhat.com 2.6.9-55.0.9.elsmp #1 smp 
tue sep 25 02:16:15 edt 2007 i686 i686 i386 gnulinux '
     config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 
-mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost 
-Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. 
-Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux 
-Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads 
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db 
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio 
-Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less 
-isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0'
     hint=recommended, useposix=true, d_sigaction=define
     usethreads=define use5005threads=undef useithreads=define 
usemultiplicity=define
     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
     use64bitint=undef use64bitall=undef uselongdouble=undef
     usemymalloc=n, bincompat5005=undef
   Compiler:
     cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING 
-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE 
-D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
     optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4',
     cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING 
-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm'
     ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-8)', 
gccosandvers=''
     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
lseeksize=8
     alignbytes=4, prototype=define
   Linker and Libraries:
     ld='gcc', ldflags =' -L/usr/local/lib'
     libpth=/usr/local/lib /lib /usr/lib
     libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
     perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
     libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so
     gnulibc_version='2.3.4'
   Dynamic Linking:
     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E 
-Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE'
     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'





From lgrella at acquiremedia.com  Sun Mar  9 08:45:52 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Sun, 9 Mar 2008 05:45:52 -0700 (PDT)
Subject: [rt-users]  Change order of queue list?
Message-ID: <15925874.post@talk.nabble.com>


Is there any way to change the order of the names of the queues when they
appear in the dropdown list when creating a ticket or in the quick search
box listing queues? The queue names are alphabetized, and I would like to
change their order without having to edit the queue names.

Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/Change-order-of-queue-list--tp15925874p15925874.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Sun Mar  9 10:52:48 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 9 Mar 2008 17:52:48 +0300
Subject: [rt-users] Change order of queue list?
In-Reply-To: <15925874.post@talk.nabble.com>
References: <15925874.post@talk.nabble.com>
Message-ID: <589c94400803090752ndbbfacfv5b64e852b34cdd7d@mail.gmail.com>

We don't have such functionality and I don't expect it will be added.

On Sun, Mar 9, 2008 at 3:45 PM, lgrella <lgrella at acquiremedia.com> wrote:
>
>  Is there any way to change the order of the names of the queues when they
>  appear in the dropdown list when creating a ticket or in the quick search
>  box listing queues? The queue names are alphabetized, and I would like to
>  change their order without having to edit the queue names.
>
>  Thanks,
>  Laura
>  --
>  View this message in context: http://www.nabble.com/Change-order-of-queue-list--tp15925874p15925874.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>  _______________________________________________
>  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 milan at toth-online.com  Sun Mar  9 11:55:02 2008
From: milan at toth-online.com (Toth Milan)
Date: Sun, 9 Mar 2008 16:55:02 +0100
Subject: [rt-users] RT principles
Message-ID: <C1C88C00-ECE9-4269-85B4-B1482AA294F6@toth-online.com>

Hi Guys,

	i'm new to RT and I have some questions. I would like to know if it  
is posible to have only one email address (hotline at support.tld) for  
recieving requests from customers and than delivering to queue based  
on requestor e-mail address? For example requests from *@cust1.tld  
goes to Queue-cust1 *@cust2.tld will go to Queue-cust2. It is posibel  
to do this? Thanks in advance

--
Toth Milan
milan at toth-online.com
http://toth-online.com



From todd at chaka.net  Sun Mar  9 12:11:33 2008
From: todd at chaka.net (Todd Chapman)
Date: Sun, 9 Mar 2008 11:11:33 -0500
Subject: [rt-users] RT principles
In-Reply-To: <C1C88C00-ECE9-4269-85B4-B1482AA294F6@toth-online.com>
References: <C1C88C00-ECE9-4269-85B4-B1482AA294F6@toth-online.com>
Message-ID: <519782dc0803090911v3ce5e2a8yce0782978ff8fa28@mail.gmail.com>

Toth,

Yes, it is possible to do what you ask. The most common way would be
to use something like procmail to send the email to the proper queue
address based on the sender's domain.

This might help: http://www.geertvanderploeg.com/node/rt_procmail.html

-Todd

On 3/9/08, Toth Milan <milan at toth-online.com> wrote:
> Hi Guys,
>
>         i'm new to RT and I have some questions. I would like to know if it
>  is posible to have only one email address (hotline at support.tld) for
>  recieving requests from customers and than delivering to queue based
>  on requestor e-mail address? For example requests from *@cust1.tld
>  goes to Queue-cust1 *@cust2.tld will go to Queue-cust2. It is posibel
>  to do this? Thanks in advance
>
>  --
>  Toth Milan
>  milan at toth-online.com
>  http://toth-online.com
>
>  _______________________________________________
>  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
>


From milan at toth-online.com  Sun Mar  9 17:13:42 2008
From: milan at toth-online.com (Toth Milan)
Date: Sun, 9 Mar 2008 22:13:42 +0100
Subject: [rt-users] RT principles
In-Reply-To: <519782dc0803090911v3ce5e2a8yce0782978ff8fa28@mail.gmail.com>
References: <C1C88C00-ECE9-4269-85B4-B1482AA294F6@toth-online.com>
	<519782dc0803090911v3ce5e2a8yce0782978ff8fa28@mail.gmail.com>
Message-ID: <52DC0880-694D-444C-875D-4C3F372BBBC1@toth-online.com>

Many thanks for inspirations Tod,

	my second question is if it is posible to change due date to be able  
work not just only with days but also with hours. I need to set up  
due time on tickets arived to queue to hours 4/8/12/24/....

Thanks in advance


On 9.3.2008, at 17:11, Todd Chapman wrote:

> Toth,
>
> Yes, it is possible to do what you ask. The most common way would be
> to use something like procmail to send the email to the proper queue
> address based on the sender's domain.
>
> This might help: http://www.geertvanderploeg.com/node/rt_procmail.html
>
> -Todd
>
> On 3/9/08, Toth Milan <milan at toth-online.com> wrote:
>> Hi Guys,
>>
>>         i'm new to RT and I have some questions. I would like to  
>> know if it
>>  is posible to have only one email address (hotline at support.tld) for
>>  recieving requests from customers and than delivering to queue based
>>  on requestor e-mail address? For example requests from *@cust1.tld
>>  goes to Queue-cust1 *@cust2.tld will go to Queue-cust2. It is  
>> posibel
>>  to do this? Thanks in advance
>>
>>  --
>>  Toth Milan
>>  milan at toth-online.com
>>  http://toth-online.com

--
Toth Milan
milan at toth-online.com
http://toth-online.com
+421/905/144 269






From mathew.snyder at gmail.com  Mon Mar 10 07:05:53 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 10 Mar 2008 07:05:53 -0400
Subject: [rt-users] Autoreply stopped working
Message-ID: <47D51611.2030104@gmail.com>

We have recently encountered a situation where auto replies have stopped 
going out for all queues.  The only recent changes have been to the 
global scrip which sends them.

It had been pointed out that when people are listed as Ccs on a ticket 
they don't get the content of an email.  I had modified the scrip to 
include those people but decided they didn't need the auto reply and 
only needed the content of the email.  I made another scrip to cover 
this instead.  After creating the second scrip I set the first one back 
to On Create Notify Requestors with Global Template: Autoreply.  Since 
then, nothing goes out.

I've verified that it isn't set to Disabled and that the Stage is 
TransactionCreate.

Anyone else ever experience this and know what to do about it?

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From mathew.snyder at gmail.com  Mon Mar 10 07:50:51 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 10 Mar 2008 07:50:51 -0400
Subject: [rt-users] Autoreply stopped working
In-Reply-To: <47D51FF5.9000604@pipex.net>
References: <47D51611.2030104@gmail.com> <47D51FF5.9000604@pipex.net>
Message-ID: <47D5209B.7090307@gmail.com>

Yes to both.

Mathew

Roy El-Hames wrote:
> Hi Matt;
> 
> Sorry to ask the obvious but I have falling to this trap many a times ..
> Is the template still there, and is the action on the script is still 
> set to On Create??
> 
> Roy
> 
> Mathew wrote:
>> We have recently encountered a situation where auto replies have 
>> stopped going out for all queues.  The only recent changes have been 
>> to the global scrip which sends them.
>>
>> It had been pointed out that when people are listed as Ccs on a ticket 
>> they don't get the content of an email.  I had modified the scrip to 
>> include those people but decided they didn't need the auto reply and 
>> only needed the content of the email.  I made another scrip to cover 
>> this instead.  After creating the second scrip I set the first one 
>> back to On Create Notify Requestors with Global Template: Autoreply.  
>> Since then, nothing goes out.
>>
>> I've verified that it isn't set to Disabled and that the Stage is 
>> TransactionCreate.
>>
>> Anyone else ever experience this and know what to do about it?
>>
>> Mathew
>>   
> 

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From sturner at MIT.EDU  Mon Mar 10 09:22:19 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 10 Mar 2008 09:22:19 -0400
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D1C3E2.10601@gmail.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
	<47D1BAC7.4070006@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
	<47D1C3E2.10601@gmail.com>
Message-ID: <6.2.3.4.2.20080310091847.048eddb8@po14.mit.edu>

At Friday 3/7/2008 06:38 PM, Mathew wrote:
>Is this right?
>Put into 
>/usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction
>
>Should that be /usr/local/rt3/local/share/request...?

Mathew,

Whatever your RT home directory is, your callback should go under 
$RTHOME/local/html/Callbacks/xxxxxx/Ticket/Elements/ShowTransaction

where xxxxxx is any string you choose. Look at 
http://wiki.bestpractical.com/view/CleanlyCustomizeRT for more 
details on callbacks.

See 



From HelmuthRamirez at compupay.com  Mon Mar 10 09:33:31 2008
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Mon, 10 Mar 2008 09:33:31 -0400
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D1C748.2020707@gmail.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
	<47D1BAC7.4070006@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
	<47D1C748.2020707@gmail.com>
Message-ID: <7314881427FC8A4081673E8CEEA7924908565A9C@EXMIAMI01.compupay.com>

Hi Matt,
  Sorry about the delayed response.  Here is I put mine, please note, I am far from being a Linux admin, or Perl programmer, so if this is 'dirty' my apologies in advance :)

/opt/rt3/local/html/Callbacks/child/Elements/ShowLinks

If I remember correctly, the 'child' folder I created myself to help me remember what it was.

Hope that helps some.


-----Original Message-----
From: Mathew [mailto:mathew.snyder at gmail.com] 
Sent: Friday, March 07, 2008 5:53 PM
To: Helmuth Ramirez
Cc: RT Users
Subject: Re: [rt-users] CreateChildTicket

I don't know what I'm doing wrong but the instructions I'm following don't want to work for me.

Helmuth Ramirez wrote:
> We're running 3.6.3, it shows up on under the Links section.  I am attaching a screenshot.
> 
> 
> 
> -----Original Message-----
> From: Mathew [mailto:mathew.snyder at gmail.com] 
> Sent: Friday, March 07, 2008 5:00 PM
> To: Helmuth Ramirez
> Cc: Kenneth Crocker; RT Users
> Subject: Re: [rt-users] CreateChildTicket
> 
> Which RT version are you using.  I tried it on 3.6.6 and it didn't want to work.  Where is the button supposed to be?
> 
> Helmuth Ramirez wrote:
>> Hi Matthew,
>>   We deployed it successfully following the instructions.  It works as
>> advertised :)
>>
>>
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
>> Sent: Friday, March 07, 2008 12:36 PM
>> To: Kenneth Crocker
>> Cc: RT Users
>> Subject: Re: [rt-users] CreateChildTicket
>>
>> I'm referring to the the code provided on the wiki which implements a
>> button that allows the automatic creation of child tickets when creating
>> a ticket.  Not the built-in version which relies on manual creation of
>> links.
>>
>> Mathew
>>
>> Kenneth Crocker wrote:
>>> Mathew,
>>>
>>>
>>>     Exactly what do you mean by "implement"? The ability for the 
>>> relationships are already there and nothing needs to be done. We use
>> it. 
>>> It works fine. I have several queries that provide a list of tickets, 
>>> the queues they are in, their status, some CF info, and any
>> dependancies 
>>> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
>>> difficulty are you having?
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 3/6/2008 2:54 PM, Mathew wrote:
>>>> Has anyone implemented this successfully?
>>>>
> 
> 
> ------------------------------------------------------------------------
> 

-- 
Keep up with my goings on at http://theillien.blogspot.com

From mathew.snyder at gmail.com  Mon Mar 10 09:34:20 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 10 Mar 2008 09:34:20 -0400
Subject: [rt-users] CreateChildTicket
In-Reply-To: <7314881427FC8A4081673E8CEEA7924908565A9C@EXMIAMI01.compupay.com>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
	<47D1BAC7.4070006@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
	<47D1C748.2020707@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A9C@EXMIAMI01.compupay.com>
Message-ID: <47D538DC.5080802@gmail.com>

Thanks to both you and Stephen.  I didn't think the path listed on the 
wiki page made much sense.

Mathew

Helmuth Ramirez wrote:
> Hi Matt,
>   Sorry about the delayed response.  Here is I put mine, please note, I am far from being a Linux admin, or Perl programmer, so if this is 'dirty' my apologies in advance :)
> 
> /opt/rt3/local/html/Callbacks/child/Elements/ShowLinks
> 
> If I remember correctly, the 'child' folder I created myself to help me remember what it was.
> 
> Hope that helps some.
> 
> 
> -----Original Message-----
> From: Mathew [mailto:mathew.snyder at gmail.com] 
> Sent: Friday, March 07, 2008 5:53 PM
> To: Helmuth Ramirez
> Cc: RT Users
> Subject: Re: [rt-users] CreateChildTicket
> 
> I don't know what I'm doing wrong but the instructions I'm following don't want to work for me.
> 
> Helmuth Ramirez wrote:
>> We're running 3.6.3, it shows up on under the Links section.  I am attaching a screenshot.
>>
>>
>>
>> -----Original Message-----
>> From: Mathew [mailto:mathew.snyder at gmail.com] 
>> Sent: Friday, March 07, 2008 5:00 PM
>> To: Helmuth Ramirez
>> Cc: Kenneth Crocker; RT Users
>> Subject: Re: [rt-users] CreateChildTicket
>>
>> Which RT version are you using.  I tried it on 3.6.6 and it didn't want to work.  Where is the button supposed to be?
>>
>> Helmuth Ramirez wrote:
>>> Hi Matthew,
>>>   We deployed it successfully following the instructions.  It works as
>>> advertised :)
>>>
>>>
>>>
>>> -----Original Message-----
>>> From: rt-users-bounces at lists.bestpractical.com
>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
>>> Sent: Friday, March 07, 2008 12:36 PM
>>> To: Kenneth Crocker
>>> Cc: RT Users
>>> Subject: Re: [rt-users] CreateChildTicket
>>>
>>> I'm referring to the the code provided on the wiki which implements a
>>> button that allows the automatic creation of child tickets when creating
>>> a ticket.  Not the built-in version which relies on manual creation of
>>> links.
>>>
>>> Mathew
>>>
>>> Kenneth Crocker wrote:
>>>> Mathew,
>>>>
>>>>
>>>>     Exactly what do you mean by "implement"? The ability for the 
>>>> relationships are already there and nothing needs to be done. We use
>>> it. 
>>>> It works fine. I have several queries that provide a list of tickets, 
>>>> the queues they are in, their status, some CF info, and any
>>> dependancies 
>>>> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
>>>> difficulty are you having?
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>> On 3/6/2008 2:54 PM, Mathew wrote:
>>>>> Has anyone implemented this successfully?
>>>>>
>>
>> ------------------------------------------------------------------------
>>
> 

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From mathew.snyder at gmail.com  Mon Mar 10 09:58:30 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 10 Mar 2008 09:58:30 -0400
Subject: [rt-users] CreateChildTicket
In-Reply-To: <6.2.3.4.2.20080310091847.048eddb8@po14.mit.edu>
References: <47D07641.40207@gmail.com> <47D17C1A.2010101@lbl.gov>
	<47D17D04.3050505@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>
	<47D1BAC7.4070006@gmail.com>
	<7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>
	<47D1C3E2.10601@gmail.com>
	<6.2.3.4.2.20080310091847.048eddb8@po14.mit.edu>
Message-ID: <47D53E86.1020207@gmail.com>

Ugh...I'm still doing something wrong.

I've created 
/usr/local/rt3/local/html/Callbacks/CreateChild/Ticket/Elements/ShowTransaction/. 
  I then created a file called Default under ShowTransaction and placed 
within it the code on the wiki and verified that the full path is 
readable.  I'm still not getting the button under the Links widget though.

:(

Mathew

Stephen Turner wrote:
> At Friday 3/7/2008 06:38 PM, Mathew wrote:
>> Is this right?
>> Put into 
>> /usr/local/share/request-tracker3.6/html/Callbacks/LOCAL/Ticket/Elements/ShowTransaction 
>>
>>
>> Should that be /usr/local/rt3/local/share/request...?
> 
> Mathew,
> 
> Whatever your RT home directory is, your callback should go under 
> $RTHOME/local/html/Callbacks/xxxxxx/Ticket/Elements/ShowTransaction
> 
> where xxxxxx is any string you choose. Look at 
> http://wiki.bestpractical.com/view/CleanlyCustomizeRT for more details 
> on callbacks.
> 
> See

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From tobias at heinz.bz  Mon Mar 10 08:55:06 2008
From: tobias at heinz.bz (Tobias Heinz)
Date: Mon, 10 Mar 2008 13:55:06 +0100
Subject: [rt-users] Canned Replies Contribution - use for Create Ticket
Message-ID: <47D52FAA.7050502@heinz.bz>

Dear All,

I am successfully using the "CannedReplies" contribution that can be
found in the rt wiki. This contribution allows the use of templates as
predefined text-modules to insert into a reply or comment when updateing
a ticket.

My users are now asking to use this functionality when creating a new
ticket via the Creation button on top of the page as well. I am trying
to achieve this and have been able to insert the dropdown into
Create.html populated with the templates available for the queue the
ticket is about to be created in.

I haven't been able to manage the insertion of a template into the
content. When clicking the "insert canned reply" button (new button
created with the canned replies contribution), the form is submitted and
the ticket is created with empty content.

I am using rt 3.4.1 on Debian

Thanks for any advise, ideas ...

Best regards

Tobias Heinz



From plabonte at gmail.com  Mon Mar 10 10:33:05 2008
From: plabonte at gmail.com (Phil)
Date: Mon, 10 Mar 2008 10:33:05 -0400
Subject: [rt-users] Upgrade from 3.4.2 to 3.6.6 help
Message-ID: <4527aede0803100733xd7baa2ds7a94a11cee1bb5a2@mail.gmail.com>

Hello All,

I need help with upgrading. Basically is the database structure the same
between these versions? So could I do a fresh install then import the data
from my 3.4.2 version?

Or do I need to do successive upgrades to the latest version?

Is there a document that helps with this somewhere?

Thanks in advance.
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From plabonte at gmail.com  Mon Mar 10 10:39:24 2008
From: plabonte at gmail.com (Phil)
Date: Mon, 10 Mar 2008 10:39:24 -0400
Subject: [rt-users] Upgrade from 3.4.2 to 3.6.6 help
In-Reply-To: <4527aede0803100733xd7baa2ds7a94a11cee1bb5a2@mail.gmail.com>
References: <4527aede0803100733xd7baa2ds7a94a11cee1bb5a2@mail.gmail.com>
Message-ID: <4527aede0803100739n46f1f08er9065e687cdaba6c@mail.gmail.com>

To clear up. I would prefer doing fresh install (an RPM install in Fedora)
and then importing my data can I do that from 3.4.2 to 3.6.6?

On Mon, Mar 10, 2008 at 10:33 AM, Phil <plabonte at gmail.com> wrote:

> Hello All,
>
> I need help with upgrading. Basically is the database structure the same
> between these versions? So could I do a fresh install then import the data
> from my 3.4.2 version?
>
> Or do I need to do successive upgrades to the latest version?
>
> Is there a document that helps with this somewhere?
>
> Thanks in advance.
>
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From gleduc at mail.sdsu.edu  Mon Mar 10 11:49:48 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 10 Mar 2008 08:49:48 -0700
Subject: [rt-users] Autoreply stopped working
In-Reply-To: <47D51611.2030104@gmail.com>
References: <47D51611.2030104@gmail.com>
Message-ID: <6.2.1.2.2.20080310084552.0239abe0@mail.sdsu.edu>

Just in case you might have also cleaned up the template, make sure its 
first line is blank.

Turn on debugging in your logs and stick logger commands into various parts 
of the scrip so you can see what is going on.

At 04:05 AM 3/10/2008, Mathew wrote:
>We have recently encountered a situation where auto replies have stopped
>going out for all queues.  The only recent changes have been to the
>global scrip which sends them.
>
>It had been pointed out that when people are listed as Ccs on a ticket
>they don't get the content of an email.  I had modified the scrip to
>include those people but decided they didn't need the auto reply and
>only needed the content of the email.  I made another scrip to cover
>this instead.  After creating the second scrip I set the first one back
>to On Create Notify Requestors with Global Template: Autoreply.  Since
>then, nothing goes out.
>
>I've verified that it isn't set to Disabled and that the Stage is
>TransactionCreate.
>
>Anyone else ever experience this and know what to do about it?
>
>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
>
>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 sean-rt at gutenpress.org  Mon Mar 10 12:21:57 2008
From: sean-rt at gutenpress.org (Sean)
Date: Mon, 10 Mar 2008 12:21:57 -0400
Subject: [rt-users] CustomField Type Date
Message-ID: <20080310162157.GA28404@nazgul.pinnacledataservices.com>

I've seen some mention in the archives about having a CustomField as a
"Date" type (like the regular Dates in a ticket), but nothing plain
enough for me to create such a CustomField.

So the short question is: How do I make a CustomField that is of a type
"Date", ideally with a "choose a date" link beside it?

-- 
Sean

  Removing the straw that broke the camel's back does not necessarily
  allow the camel to walk again.
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From KFCrocker at lbl.gov  Mon Mar 10 12:31:19 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 10 Mar 2008 09:31:19 -0700
Subject: [rt-users] Mandatory Custom Field
Message-ID: <47D56257.1060404@lbl.gov>

To all,


	We have a Custom Field called "Need-By Date". It is applied to only a 
few Queues. In order to ensure the format entered is consistent, I put 
the following "(?#Date)^\d{2}/\d{2}/\d{4}$" into the Validation field. 
The result is RT demands an entry as though it is a Mandatory Field. I 
only wanted the format to be mandatory so that IF it was entered, it 
would require the desired format. Any ideas on how to accomplish this? 
Thanks ahead of time.

Kenn
LBNL



From Gabriele.Franzini at nervianoms.com  Mon Mar 10 12:19:08 2008
From: Gabriele.Franzini at nervianoms.com (Franzini, Gabriele [Nervianoms])
Date: Mon, 10 Mar 2008 17:19:08 +0100
Subject: [rt-users] CreateChildTicket (Mathew)
Message-ID: <20080310163210.D88C14D8109@diesel.bestpractical.com>

It worked for us as per the first wiki example. Could not get the second
one to work.

# Put this in the file [RT
Root]/local/html/Callbacks/MY_CUST_FOLDER/Ticket/Display.html/BeforeShow
History 
# (replace MY_CUST_FOLDER with your value)
# and it will create ugly button to create a child ticket in another
queue 
# ---------------------------------

<FORM ACTION="<% $RT::WebPath %>/Ticket/Create.html"
NAME="CreateTicketInQueue">
  <input type="submit" value="Create child request in">
  <& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0,
ShowAllQueues => 0 &>
  <input type="hidden" name="new-MemberOf" value="<%$Ticket->Id%>">
  <input type="hidden" name="Subject" value="Child of:
<%$Ticket->Subject%>">
</FORM>

<%INIT>
</%INIT>

<%ARGS>
$Ticket => undef
$Verbose =>  0
$Default => 0
</%ARGS>

HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
Viale Pasteur 10
20014 Nerviano Italy
tel +39 0331581477
fax +39 0331581456

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From mathew.snyder at gmail.com  Mon Mar 10 12:46:55 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 10 Mar 2008 12:46:55 -0400
Subject: [rt-users] Autoreply stopped working
In-Reply-To: <6.2.1.2.2.20080310084552.0239abe0@mail.sdsu.edu>
References: <47D51611.2030104@gmail.com>
	<6.2.1.2.2.20080310084552.0239abe0@mail.sdsu.edu>
Message-ID: <47D565FF.6020804@gmail.com>

Figured it out.  The action I had set was "Notify Requestors" instead of 
"Autoreply to Requestors".

Mathew

Gene LeDuc wrote:
> Just in case you might have also cleaned up the template, make sure its 
> first line is blank.
> 
> Turn on debugging in your logs and stick logger commands into various 
> parts of the scrip so you can see what is going on.
> 
> At 04:05 AM 3/10/2008, Mathew wrote:
>> We have recently encountered a situation where auto replies have stopped
>> going out for all queues.  The only recent changes have been to the
>> global scrip which sends them.
>>
>> It had been pointed out that when people are listed as Ccs on a ticket
>> they don't get the content of an email.  I had modified the scrip to
>> include those people but decided they didn't need the auto reply and
>> only needed the content of the email.  I made another scrip to cover
>> this instead.  After creating the second scrip I set the first one back
>> to On Create Notify Requestors with Global Template: Autoreply.  Since
>> then, nothing goes out.
>>
>> I've verified that it isn't set to Disabled and that the Stage is
>> TransactionCreate.
>>
>> Anyone else ever experience this and know what to do about it?
>>
>> 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
>>
>> 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
> 
> 

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From plabonte at gmail.com  Mon Mar 10 14:25:20 2008
From: plabonte at gmail.com (Phil)
Date: Mon, 10 Mar 2008 14:25:20 -0400
Subject: [rt-users] Recommended upgrade method to 3.6.6?
Message-ID: <4527aede0803101125h2b0e9293od52da2d88a535100@mail.gmail.com>

Can I import the MySQL database from version 3.4.2 into version 3.6.6? Is
the schema the same?
If I do a full install of 3.6.6 and then import the MySQL database would
that work? Is that recommended?
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From sturner at MIT.EDU  Mon Mar 10 14:06:44 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 10 Mar 2008 14:06:44 -0400
Subject: [rt-users] Mandatory Custom Field
In-Reply-To: <47D56257.1060404@lbl.gov>
References: <47D56257.1060404@lbl.gov>
Message-ID: <6.2.3.4.2.20080310140323.048d9af8@po14.mit.edu>

At Monday 3/10/2008 12:31 PM, Kenneth Crocker wrote:
>To all,
>
>
>         We have a Custom Field called "Need-By Date". It is applied 
> to only a
>few Queues. In order to ensure the format entered is consistent, I put
>the following "(?#Date)^\d{2}/\d{2}/\d{4}$" into the Validation field.
>The result is RT demands an entry as though it is a Mandatory Field. I
>only wanted the format to be mandatory so that IF it was entered, it
>would require the desired format. Any ideas on how to accomplish this?
>Thanks ahead of time.
>
>Kenn
>LBNL

Kenn,

Here's what we have for an optional date field (MM/DD/YY format):

'(?#Date-Optional 
MM/DD/YY)^(((0)?[1-9]|1[0-2])\/((0)?[1-9]|[12][0-9]|3[01])\/([12][0-9])?[0-9][0-9])?$',

It's the final '?' that makes this optional - without it, the field 
is mandatory.

Steve


Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)




From gevans at hcc.net  Mon Mar 10 14:39:36 2008
From: gevans at hcc.net (Greg Evans)
Date: Mon, 10 Mar 2008 11:39:36 -0700
Subject: [rt-users] could not find component for path 'MyCalendar'???
Message-ID: <002301c882de$17ae5230$1200a8c0@hcc.local>

Anyone able to tell me how to fix this one? This is happening on every user
with the same privileges as me but does not happen on my account. I am
officially stuck because I don't have a clue on this. I may have missed this
somewhere but a google search showed nothing

could not find component for path 'MyCalendar'


Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
1204
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xb03a0
e0)', 'MyCalendar') called at /opt/rt3/share/html/Elements/MyRT line 90
HTML::Mason::Commands::__ANON__('HASH(0xb0634ec)') called at
/opt/rt3/share/html/Elements/MyRT line 52
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb089da
4)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
1262
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef) called at
/opt/rt3/share/html/index.html line 81
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb0a48c
0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
1262
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at
/opt/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8bdbd
c)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line
1257
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 466
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 466
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 418
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb03a0
e0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0xb03a0e0)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 825
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x99571b0)', 'Apache2::RequestRec=SCALAR(0xb08e3e0)') called at
/opt/rt3/bin/webmux.pl line 125
eval {...} at /opt/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb08e3e0)') called at -e
line 0


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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From barnesaw at ucrwcu.rwc.uc.edu  Mon Mar 10 16:20:14 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 10 Mar 2008 16:20:14 -0400
Subject: [rt-users] CreateChildTicket
In-Reply-To: <47D538DC.5080802@gmail.com>
References: <47D07641.40207@gmail.com>
	<47D17C1A.2010101@lbl.gov>	<47D17D04.3050505@gmail.com>	<7314881427FC8A4081673E8CEEA7924908565A7E@EXMIAMI01.compupay.com>	<47D1BAC7.4070006@gmail.com>	<7314881427FC8A4081673E8CEEA7924908565A8B@EXMIAMI01.compupay.com>	<47D1C748.2020707@gmail.com>	<7314881427FC8A4081673E8CEEA7924908565A9C@EXMIAMI01.compupay.com>
	<47D538DC.5080802@gmail.com>
Message-ID: <47D597FE.3080900@ucrwcu.rwc.uc.edu>

That is, IIRC, the paths used on debian systems.

Mathew wrote:
> Thanks to both you and Stephen.  I didn't think the path listed on the 
> wiki page made much sense.
>
> Mathew
>
> Helmuth Ramirez wrote:
>   
>> Hi Matt,
>>   Sorry about the delayed response.  Here is I put mine, please note, I am far from being a Linux admin, or Perl programmer, so if this is 'dirty' my apologies in advance :)
>>
>> /opt/rt3/local/html/Callbacks/child/Elements/ShowLinks
>>
>> If I remember correctly, the 'child' folder I created myself to help me remember what it was.
>>
>> Hope that helps some.
>>
>>
>> -----Original Message-----
>> From: Mathew [mailto:mathew.snyder at gmail.com] 
>> Sent: Friday, March 07, 2008 5:53 PM
>> To: Helmuth Ramirez
>> Cc: RT Users
>> Subject: Re: [rt-users] CreateChildTicket
>>
>> I don't know what I'm doing wrong but the instructions I'm following don't want to work for me.
>>
>> Helmuth Ramirez wrote:
>>     
>>> We're running 3.6.3, it shows up on under the Links section.  I am attaching a screenshot.
>>>
>>>
>>>
>>> -----Original Message-----
>>> From: Mathew [mailto:mathew.snyder at gmail.com] 
>>> Sent: Friday, March 07, 2008 5:00 PM
>>> To: Helmuth Ramirez
>>> Cc: Kenneth Crocker; RT Users
>>> Subject: Re: [rt-users] CreateChildTicket
>>>
>>> Which RT version are you using.  I tried it on 3.6.6 and it didn't want to work.  Where is the button supposed to be?
>>>
>>> Helmuth Ramirez wrote:
>>>       
>>>> Hi Matthew,
>>>>   We deployed it successfully following the instructions.  It works as
>>>> advertised :)
>>>>
>>>>
>>>>
>>>> -----Original Message-----
>>>> From: rt-users-bounces at lists.bestpractical.com
>>>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
>>>> Sent: Friday, March 07, 2008 12:36 PM
>>>> To: Kenneth Crocker
>>>> Cc: RT Users
>>>> Subject: Re: [rt-users] CreateChildTicket
>>>>
>>>> I'm referring to the the code provided on the wiki which implements a
>>>> button that allows the automatic creation of child tickets when creating
>>>> a ticket.  Not the built-in version which relies on manual creation of
>>>> links.
>>>>
>>>> Mathew
>>>>
>>>> Kenneth Crocker wrote:
>>>>         
>>>>> Mathew,
>>>>>
>>>>>
>>>>>     Exactly what do you mean by "implement"? The ability for the 
>>>>> relationships are already there and nothing needs to be done. We use
>>>>>           
>>>> it. 
>>>>         
>>>>> It works fine. I have several queries that provide a list of tickets, 
>>>>> the queues they are in, their status, some CF info, and any
>>>>>           
>>>> dependancies 
>>>>         
>>>>> whether they are Parent/Child, DependsOn/DependedOnBy. What kind of 
>>>>> difficulty are you having?
>>>>>
>>>>> Kenn
>>>>> LBNL
>>>>>
>>>>> On 3/6/2008 2:54 PM, Mathew wrote:
>>>>>           
>>>>>> Has anyone implemented this successfully?
>>>>>>
>>>>>>             
>>> ------------------------------------------------------------------------
>>>
>>>       
>
>   


From KFCrocker at lbl.gov  Mon Mar 10 17:10:43 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 10 Mar 2008 14:10:43 -0700
Subject: [rt-users] Mandatory Custom Field
In-Reply-To: <6.2.3.4.2.20080310140323.048d9af8@po14.mit.edu>
References: <47D56257.1060404@lbl.gov>
	<6.2.3.4.2.20080310140323.048d9af8@po14.mit.edu>
Message-ID: <47D5A3D3.5010300@lbl.gov>

Stephen,


	Why does yours have so much code? I just tried adding the '?' at the 
end, in front of the '$' and it still doesn't work. Where would I make a 
change to yours in order to get 4 positions for year?

Kenn
LBNL

On 3/10/2008 11:06 AM, Stephen Turner wrote:
> At Monday 3/10/2008 12:31 PM, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         We have a Custom Field called "Need-By Date". It is applied to 
>> only a
>> few Queues. In order to ensure the format entered is consistent, I put
>> the following "(?#Date)^\d{2}/\d{2}/\d{4}$" into the Validation field.
>> The result is RT demands an entry as though it is a Mandatory Field. I
>> only wanted the format to be mandatory so that IF it was entered, it
>> would require the desired format. Any ideas on how to accomplish this?
>> Thanks ahead of time.
>>
>> Kenn
>> LBNL
> 
> Kenn,
> 
> Here's what we have for an optional date field (MM/DD/YY format):
> 
> '(?#Date-Optional 
> MM/DD/YY)^(((0)?[1-9]|1[0-2])\/((0)?[1-9]|[12][0-9]|3[01])\/([12][0-9])?[0-9][0-9])?$', 
> 
> 
> It's the final '?' that makes this optional - without it, the field is 
> mandatory.
> 
> Steve
> 
> 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT Information Services and Technology (IS&T)
> 
> 
> 



From mootaccount at gmail.com  Mon Mar 10 17:24:43 2008
From: mootaccount at gmail.com (Joshua Lenmarc)
Date: Tue, 11 Mar 2008 05:24:43 +0800
Subject: [rt-users] rt-mailgate and RT@https with selfsigned certificate
Message-ID: <b1d3ddb90803101424p275beb34k8e8889a56c477557@mail.gmail.com>

You might also want to check if the URL pointed to by rt-mailgate is
accessible. In my case, it was not resolved properly. Was able to know
after trying the URL with lynx. Made it work by hardcoding the host
address on /etc/hosts. HTH

> 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 anarcat at anarcat.ath.cx  Mon Mar 10 17:58:40 2008
From: anarcat at anarcat.ath.cx (The Anarcat)
Date: Mon, 10 Mar 2008 17:58:40 -0400
Subject: [rt-users] RT freezes on some big tickets
Message-ID: <20080310215840.GA5506@mumia.anarcat.ath.cx>

Hi,

We're having growing problems with tickets with a long history and lots
of comments/correspondance. When visiting certain looong tickets, RT
will take up to 2-3 minutes actually rendering the pages.

Here's what top says about this:

  PID USERNAME       THR PRI NICE   SIZE    RES STATE  C   TIME   WCPU COMMAND
25455 www              1 105    0 73424K 70184K CPU1   1   1:21 58.54% perl5.8.8
  796 pgsql            1  96    0  8644K  3368K select 0  67:13 10.74% postgres

Nothing in the error.log.

Of course, when *I* try to debug this, RT actually behaves /okay/ in
that it renders the page and doesn't crash, but it does slow down the
server as hell. Which means that when *others* stumble on this ticket,
they figure the thing is stuck and hit reload repeatedly, of which you
can imagine the disastrous results...

This is:

FreeBSD lethe.koumbit.net 6.2-RELEASE-p2 FreeBSD 6.2-RELEASE-p2 #0: Fri Mar  9 14:54:27 EST 2007

RT 3.6.6 on PostgreSQL 8.2.3.

The particular ticket here has 516 transactions associated to it,
according to postgresql and around 50-60 attachments (half of which are
PGP-MIME signatures).

-- 
Never underestimate the bandwidth of a station wagon full of tapes
hurtling down the highway.
                        - Andrew S. Tanenbaum, "Computer Networks"
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From kryanth at gopc.net  Mon Mar 10 22:24:18 2008
From: kryanth at gopc.net (Chris Hoy Poy)
Date: Tue, 11 Mar 2008 11:24:18 +0900 (WST)
Subject: [rt-users] customising Wikitext html component
Message-ID: <23273944.57831205202258139.JavaMail.root@mailstore01.gopc.net>

Hi all,

just started customising up RT - had a request to make the HTML component "EditCustomFieldWikitext" to make it larger (they want to use it for an additional description field) - is it possible to do this with callbacks (that would be the ideal way I think?) 

or would I have to revert to overlaying or extending the field (I'm looking at the code and thinking I could add my own component, LargeWikitext or something, and then have that return a larger component.

Been playing around a bit, and it doesnt always listen to what I'm doing - so just after a short answer before I blow a lot of time on this - is it possible, and is there some pointers someone can lay on me?

cheers;
//Chris


From jboris at adphila.org  Mon Mar 10 22:38:11 2008
From: jboris at adphila.org (John  BORIS)
Date: Mon, 10 Mar 2008 22:38:11 -0400
Subject: [rt-users] Apache::Test will not install
Message-ID: <47D5B8530200002B00045B19@gw1.adphila.org>

I am trying to install rt-3.4.5 and the fixdeps fails when it tries to
compile Apache::Test. This is on Fedora 8 with Perl v5.8.8 built for
i386-linux-thread-multi. Any hints on how to get that to compile.



From jesse at bestpractical.com  Mon Mar 10 23:11:31 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 10 Mar 2008 23:11:31 -0400
Subject: [rt-users] Apache::Test will not install
In-Reply-To: <47D5B8530200002B00045B19@gw1.adphila.org>
References: <47D5B8530200002B00045B19@gw1.adphila.org>
Message-ID: <E7AB3209-7A69-485C-B0E7-925D690BE889@bestpractical.com>

It's safe to skip.

On Mar 10, 2008, at 10:38 PM, John BORIS wrote:

> I am trying to install rt-3.4.5 and the fixdeps fails when it tries to
> compile Apache::Test. This is on Fedora 8 with Perl v5.8.8 built for
> i386-linux-thread-multi. Any hints on how to get that to compile.
>
> _______________________________________________
> 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
>

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From weser at osp-dd.de  Tue Mar 11 07:28:51 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Tue, 11 Mar 2008 12:28:51 +0100
Subject: [rt-users] updating attachments
Message-ID: <47D66CF3.2090202@osp-dd.de>

Hi list,

since I haven't found an answer in the mailing list or the wiki and 
can't think of a good solution myself I have to ask you all: Is there a 
possibility to update attachments instead of adding new versions all the 
time?

Background: My boss intends to attach more or less often changed 
documents by different people like specifications etc to RT (using it 
partly like a document management system I guess). To avoid adding a new 
file version each time (and a hugely growing database) he likes to 
update the file instead. Is there a possibility?

Alternatively I thought about giving rights to the Shredder to several 
people so they can delete old attachments before adding new ones but 
that means giving them rights for the Rights Matrix too and I don't want 
them to play around and mix up all the settings. Will be hard to restore 
that later. Right now only me and another admin have access to the 
configuration menu.

Are there any good ideas on this topic which I haven't thought of yet? 
Or any ideas how to implement the updates of attachments (if possible)?

Cheers,
Ben


From ktm at rice.edu  Tue Mar 11 08:45:24 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 11 Mar 2008 07:45:24 -0500
Subject: [rt-users] RT freezes on some big tickets
In-Reply-To: <20080310215840.GA5506@mumia.anarcat.ath.cx>
References: <20080310215840.GA5506@mumia.anarcat.ath.cx>
Message-ID: <20080311124523.GE1643@it.is.rice.edu>

Welcome to the world of stateless page loads. :)  The only suggestions
that I have are in two areas. Can you modify the page load to skip the
un-interesting transactions/attachments? We had to do that here with
system events (not attachments) and added a brief/full button on the
history. The default is only needed information and then if you select
"full" you get everything which may require a wait. The second area
is database monitoring. Have you identified the queries that are running?
Are they optimized? Would clustering your attachments improve retrieval
performance? Good luck.

Ken

On Mon, Mar 10, 2008 at 05:58:40PM -0400, The Anarcat wrote:
> Hi,
> 
> We're having growing problems with tickets with a long history and lots
> of comments/correspondance. When visiting certain looong tickets, RT
> will take up to 2-3 minutes actually rendering the pages.
> 
> Here's what top says about this:
> 
>   PID USERNAME       THR PRI NICE   SIZE    RES STATE  C   TIME   WCPU COMMAND
> 25455 www              1 105    0 73424K 70184K CPU1   1   1:21 58.54% perl5.8.8
>   796 pgsql            1  96    0  8644K  3368K select 0  67:13 10.74% postgres
> 
> Nothing in the error.log.
> 
> Of course, when *I* try to debug this, RT actually behaves /okay/ in
> that it renders the page and doesn't crash, but it does slow down the
> server as hell. Which means that when *others* stumble on this ticket,
> they figure the thing is stuck and hit reload repeatedly, of which you
> can imagine the disastrous results...
> 
> This is:
> 
> FreeBSD lethe.koumbit.net 6.2-RELEASE-p2 FreeBSD 6.2-RELEASE-p2 #0: Fri Mar  9 14:54:27 EST 2007
> 
> RT 3.6.6 on PostgreSQL 8.2.3.
> 
> The particular ticket here has 516 transactions associated to it,
> according to postgresql and around 50-60 attachments (half of which are
> PGP-MIME signatures).
> 
> -- 
> Never underestimate the bandwidth of a station wagon full of tapes
> hurtling down the highway.
>                         - Andrew S. Tanenbaum, "Computer Networks"



> _______________________________________________
> 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


From andrew.fay at wenaas.co.uk  Tue Mar 11 09:11:51 2008
From: andrew.fay at wenaas.co.uk (andywenaas)
Date: Tue, 11 Mar 2008 06:11:51 -0700 (PDT)
Subject: [rt-users]  RT 3.6.6 on ubuntu 7.10
Message-ID: <15976458.post@talk.nabble.com>


I am having a problem with rt-mailgate

I am using ubuntu 7.10.. mysql as the database server and postfix for emails

I have my aliases set up as

rt: "|/etc/request-tracker3.6/rt-mailgate --queue general --action
correspond --url http://localhost/rt"
rt-comment: "|/etc/request-tracker3.6/rt-mailgate --queue general --action
comment --url http://localhost/rt"

if i try and send a mail to rt or rt-comment and then check mailq there is
an error msg,

(temporary failure.  Command output: local: fatal: execvp
/etc/request-tracker3.6/rt-mailgate: No such file or directory)

There is a file there is i do ls -al

-rwxr-xr-x1 root root 801 2007-04-24 18:21 rt-mailgate

this is in /etc/request-tracker3.6/

I have had this working before and after a reinstall of the system it
refuses to regonise it.

Everything else in Rt works except sending to rt and rt-comment,

any help would be much appreciated,

Cheers,

Andy
-- 
View this message in context: http://www.nabble.com/RT-3.6.6-on-ubuntu-7.10-tp15976458p15976458.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From sturner at MIT.EDU  Tue Mar 11 09:19:37 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 11 Mar 2008 09:19:37 -0400
Subject: [rt-users] Mandatory Custom Field
In-Reply-To: <47D5A3D3.5010300@lbl.gov>
References: <47D56257.1060404@lbl.gov>
	<6.2.3.4.2.20080310140323.048d9af8@po14.mit.edu>
	<47D5A3D3.5010300@lbl.gov>
Message-ID: <6.2.3.4.2.20080311091303.0482b2c0@po14.mit.edu>

At Monday 3/10/2008 05:10 PM, Kenneth Crocker wrote:
>Stephen,
>
>
>         Why does yours have so much code? I just tried adding the 
> '?' at the end, in front of the '$' and it still doesn't work. 
> Where would I make a change to yours in order to get 4 positions for year?
>
>Kenn
>LBNL

Kenn,

Our version does more checking on entered values that yours- the one 
you posted would allow something like  66/43/76 as a valid date. 
Looking at ours a bit more closely, it may actually allow a 4-digit 
year, although it also allows a 2-digit year. The year specification 
is the last part - ([12][0-9])?[0-9][0-9] - I'm not a regexpert, but 
I'd guess that removing the ? from the middle of that piece would 
enforce a 4-digit year. The parentheses in that part are also 
probably not needed if you remove the ?.

If you want to extend your version to make it optional, try using parentheses:

(?#Date)^(\d{2}/\d{2}/\d{4})?$

Steve


>On 3/10/2008 11:06 AM, Stephen Turner wrote:
>>At Monday 3/10/2008 12:31 PM, Kenneth Crocker wrote:
>>>To all,
>>>
>>>
>>>         We have a Custom Field called "Need-By Date". It is 
>>> applied to only a
>>>few Queues. In order to ensure the format entered is consistent, I put
>>>the following "(?#Date)^\d{2}/\d{2}/\d{4}$" into the Validation field.
>>>The result is RT demands an entry as though it is a Mandatory Field. I
>>>only wanted the format to be mandatory so that IF it was entered, it
>>>would require the desired format. Any ideas on how to accomplish this?
>>>Thanks ahead of time.
>>>
>>>Kenn
>>>LBNL
>>Kenn,
>>Here's what we have for an optional date field (MM/DD/YY format):
>>'(?#Date-Optional 
>>MM/DD/YY)^(((0)?[1-9]|1[0-2])\/((0)?[1-9]|[12][0-9]|3[01])\/([12][0-9])?[0-9][0-9])?$', 
>>
>>It's the final '?' that makes this optional - without it, the field 
>>is mandatory.
>>Steve
>>
>>Stephen Turner
>>Senior Programmer/Analyst - SAIS
>>MIT Information Services and Technology (IS&T)
>>
>

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)




From ruz at bestpractical.com  Tue Mar 11 09:27:23 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 11 Mar 2008 16:27:23 +0300
Subject: [rt-users] RT 3.6.6 on ubuntu 7.10
In-Reply-To: <15976458.post@talk.nabble.com>
References: <15976458.post@talk.nabble.com>
Message-ID: <589c94400803110627j36dedb23r68ffc1221f4149fd@mail.gmail.com>

Check first line of the mailgate script, it's a shebang string and
should point to your perl binary, something like:
#!/usr/bin/perl

As well check that script has x mode set.

On Tue, Mar 11, 2008 at 4:11 PM, andywenaas <andrew.fay at wenaas.co.uk> wrote:
>
>  I am having a problem with rt-mailgate
>
>  I am using ubuntu 7.10.. mysql as the database server and postfix for emails
>
>  I have my aliases set up as
>
>  rt: "|/etc/request-tracker3.6/rt-mailgate --queue general --action
>  correspond --url http://localhost/rt"
>  rt-comment: "|/etc/request-tracker3.6/rt-mailgate --queue general --action
>  comment --url http://localhost/rt"
>
>  if i try and send a mail to rt or rt-comment and then check mailq there is
>  an error msg,
>
>  (temporary failure.  Command output: local: fatal: execvp
>  /etc/request-tracker3.6/rt-mailgate: No such file or directory)
>
>  There is a file there is i do ls -al
>
>  -rwxr-xr-x1 root root 801 2007-04-24 18:21 rt-mailgate
>
>  this is in /etc/request-tracker3.6/
>
>  I have had this working before and after a reinstall of the system it
>  refuses to regonise it.
>
>  Everything else in Rt works except sending to rt and rt-comment,
>
>  any help would be much appreciated,
>
>  Cheers,
>
>  Andy
>  --
>  View this message in context: http://www.nabble.com/RT-3.6.6-on-ubuntu-7.10-tp15976458p15976458.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>  _______________________________________________
>  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 jsmoriss at mvlan.net  Tue Mar 11 09:48:55 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Tue, 11 Mar 2008 13:48:55 +0000
Subject: [rt-users] Merge Scrip/Template
Message-ID: <20080311134855.GA26012@zaphod.mvlan.net>

Hi everyone,

I'd like to create a Scrip/Template for a merged ticket. I was thinking
of something like this for the Scrip:

Condition: User Defined
Action: Notify Requestors and Ccs
Template: Global template: Merged Ticket
Custom condition:
    return ( $self->TransactionObj->Type eq "Merge");

I'm not sure about the temnplate though... I'd like to reference the old
and the new ticket numbers and subjects. Something like:

    Ticket # with a subject of "Bobo" has been merged into ticket # with
    the subject "Something Else".

Any suggestions? :-)

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From Andrew.Fay at wenaas.co.uk  Tue Mar 11 09:53:29 2008
From: Andrew.Fay at wenaas.co.uk (Andrew Fay)
Date: Tue, 11 Mar 2008 13:53:29 -0000
Subject: [rt-users] RT 3.6.6 on ubuntu 7.10
Message-ID: <9F5E0DF62DA79F49963F8E367EEE2EB60365008F@wenserve.wendom.local>

Cheers for that - got RT up and running now!

Andy
IT Engineer
Wenaas UK Ltd


-----Original Message-----
From: Ruslan Zakirov [mailto:ruz at bestpractical.com] 
Sent: 11 March 2008 13:27
To: Andrew Fay
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.6 on ubuntu 7.10

Check first line of the mailgate script, it's a shebang string and
should point to your perl binary, something like:
#!/usr/bin/perl

As well check that script has x mode set.

On Tue, Mar 11, 2008 at 4:11 PM, andywenaas <andrew.fay at wenaas.co.uk>
wrote:
>
>  I am having a problem with rt-mailgate
>
>  I am using ubuntu 7.10.. mysql as the database server and postfix for

> emails
>
>  I have my aliases set up as
>
>  rt: "|/etc/request-tracker3.6/rt-mailgate --queue general --action  
> correspond --url http://localhost/rt"
>  rt-comment: "|/etc/request-tracker3.6/rt-mailgate --queue general 
> --action  comment --url http://localhost/rt"
>
>  if i try and send a mail to rt or rt-comment and then check mailq 
> there is  an error msg,
>
>  (temporary failure.  Command output: local: fatal: execvp
>  /etc/request-tracker3.6/rt-mailgate: No such file or directory)
>
>  There is a file there is i do ls -al
>
>  -rwxr-xr-x1 root root 801 2007-04-24 18:21 rt-mailgate
>
>  this is in /etc/request-tracker3.6/
>
>  I have had this working before and after a reinstall of the system it

> refuses to regonise it.
>
>  Everything else in Rt works except sending to rt and rt-comment,
>
>  any help would be much appreciated,
>
>  Cheers,
>
>  Andy
>  --
>  View this message in context: 
> http://www.nabble.com/RT-3.6.6-on-ubuntu-7.10-tp15976458p15976458.html
>  Sent from the Request Tracker - User mailing list archive at
Nabble.com.
>
>  _______________________________________________
>  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 nicolas.guiot at risc-security.com  Tue Mar 11 10:29:42 2008
From: nicolas.guiot at risc-security.com (Nicolas GUIOT)
Date: Tue, 11 Mar 2008 15:29:42 +0100
Subject: [rt-users] No permission to create tickets in the queue
Message-ID: <20080311152942.6106f731@lapcolas>

Hi all

I have a queue where "everyone" is grnated the right to create a ticket. I tested with a "foreign", brand new email : it just works (TM), and it added the email to the MySQL DB.

But, we have a user that always gets this error : 
No permission to create tickets in the queue 'support-toto'

I SQLed a bit, and found no info about this user in the DB : 
SELECT id, name, emailaddress FROM Users WHERE emailaddress LIKE '%his_domain%';
--> MySQL returned an empty result set (i.e. zero rows).

So, this user is "not yet" registered in the DB (from what I understand), he should be in teh group "Everyone", right ?

What did I miss ? Why can't he create any ticket ?

Thanks in advance

Nicolas


From sven.sternberger at desy.de  Tue Mar 11 10:52:38 2008
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Tue, 11 Mar 2008 15:52:38 +0100
Subject: [rt-users] RT 3.6.6 on ubuntu 7.10
In-Reply-To: <15976458.post@talk.nabble.com>
References: <15976458.post@talk.nabble.com>
Message-ID: <1205247158.5570.34.camel@pcx4546.desy.de>

Hi!

look if the postfix user is allowed to access the folder
with the script
"ls -ld /etc/request-tracker3.6"
And you can btw. simply check the rest with a 

cat file_with_a_complete_mail | /etc/request-tracker3.6/rt-mailgate \
--queue general --action correspond --url http://localhost/rt"

regards!

sven

On Di, 2008-03-11 at 06:11 -0700, andywenaas wrote:
> I am having a problem with rt-mailgate
> 
> I am using ubuntu 7.10.. mysql as the database server and postfix for emails
> 
> I have my aliases set up as
> 
> rt: "|/etc/request-tracker3.6/rt-mailgate --queue general --action
> correspond --url http://localhost/rt"
> rt-comment: "|/etc/request-tracker3.6/rt-mailgate --queue general --action
> comment --url http://localhost/rt"
> 
> if i try and send a mail to rt or rt-comment and then check mailq there is
> an error msg,
> 
> (temporary failure.  Command output: local: fatal: execvp
> /etc/request-tracker3.6/rt-mailgate: No such file or directory)
> 
> There is a file there is i do ls -al
> 
> -rwxr-xr-x1 root root 801 2007-04-24 18:21 rt-mailgate
> 
> this is in /etc/request-tracker3.6/
> 
> I have had this working before and after a reinstall of the system it
> refuses to regonise it.
> 
> Everything else in Rt works except sending to rt and rt-comment,
> 
> any help would be much appreciated,
> 
> Cheers,
> 
> Andy



From KFCrocker at lbl.gov  Tue Mar 11 12:05:09 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 11 Mar 2008 09:05:09 -0700
Subject: [rt-users] Mandatory Custom Field
In-Reply-To: <6.2.3.4.2.20080311091303.0482b2c0@po14.mit.edu>
References: <47D56257.1060404@lbl.gov>
	<6.2.3.4.2.20080310140323.048d9af8@po14.mit.edu>
	<47D5A3D3.5010300@lbl.gov>
	<6.2.3.4.2.20080311091303.0482b2c0@po14.mit.edu>
Message-ID: <47D6ADB5.3070700@lbl.gov>

Stephen & Steve,


	Thanks a bunch, really. I'm just now learning some perl, so a lot of 
stuff confuses me. I think I see it, so double thanks. You helped me fix 
a problem AND taught me something.


Kenn
LBNL

On 3/11/2008 6:19 AM, Stephen Turner wrote:
> At Monday 3/10/2008 05:10 PM, Kenneth Crocker wrote:
>> Stephen,
>>
>>
>>         Why does yours have so much code? I just tried adding the '?' 
>> at the end, in front of the '$' and it still doesn't work. Where would 
>> I make a change to yours in order to get 4 positions for year?
>>
>> Kenn
>> LBNL
> 
> Kenn,
> 
> Our version does more checking on entered values that yours- the one you 
> posted would allow something like  66/43/76 as a valid date. Looking at 
> ours a bit more closely, it may actually allow a 4-digit year, although 
> it also allows a 2-digit year. The year specification is the last part - 
> ([12][0-9])?[0-9][0-9] - I'm not a regexpert, but I'd guess that 
> removing the ? from the middle of that piece would enforce a 4-digit 
> year. The parentheses in that part are also probably not needed if you 
> remove the ?.
> 
> If you want to extend your version to make it optional, try using 
> parentheses:
> 
> (?#Date)^(\d{2}/\d{2}/\d{4})?$
> 
> Steve
> 
> 
>> On 3/10/2008 11:06 AM, Stephen Turner wrote:
>>> At Monday 3/10/2008 12:31 PM, Kenneth Crocker wrote:
>>>> To all,
>>>>
>>>>
>>>>         We have a Custom Field called "Need-By Date". It is applied 
>>>> to only a
>>>> few Queues. In order to ensure the format entered is consistent, I put
>>>> the following "(?#Date)^\d{2}/\d{2}/\d{4}$" into the Validation field.
>>>> The result is RT demands an entry as though it is a Mandatory Field. I
>>>> only wanted the format to be mandatory so that IF it was entered, it
>>>> would require the desired format. Any ideas on how to accomplish this?
>>>> Thanks ahead of time.
>>>>
>>>> Kenn
>>>> LBNL
>>> Kenn,
>>> Here's what we have for an optional date field (MM/DD/YY format):
>>> '(?#Date-Optional 
>>> MM/DD/YY)^(((0)?[1-9]|1[0-2])\/((0)?[1-9]|[12][0-9]|3[01])\/([12][0-9])?[0-9][0-9])?$', 
>>>
>>> It's the final '?' that makes this optional - without it, the field 
>>> is mandatory.
>>> Steve
>>>
>>> Stephen Turner
>>> Senior Programmer/Analyst - SAIS
>>> MIT Information Services and Technology (IS&T)
>>>
>>
> 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT Information Services and Technology (IS&T)
> 
> 
> 



From jarends at uiuc.edu  Tue Mar 11 12:34:48 2008
From: jarends at uiuc.edu (John Arends)
Date: Tue, 11 Mar 2008 11:34:48 -0500
Subject: [rt-users] On Owner change set owner as AdminCC
Message-ID: <47D6B4A8.6020603@uiuc.edu>

I'm trying to figure out how to write a scrip that will add a ticket 
owner as an AdminCC. This way even if the owner changes, each person who 
has ever owned the ticket will be on the AdminCC list.

I'm still very new to writing scrips so I may be missing something obvious.

Any suggestions?

This is what I have:

Condition: On Owner Change
Action: User Defined
Template: Global template: blank

Custom action preparation code: return 1;
Custom action cleanup code:

  my $admincclist = $self->TicketObj->AdminCc;

  my $Owner = $self->TicketObj->Owner;

  $admincclist->AddMember($Owner->Id);




From lambert at lambertfam.org  Tue Mar 11 13:39:29 2008
From: lambert at lambertfam.org (Scott Lambert)
Date: Tue, 11 Mar 2008 12:39:29 -0500
Subject: [rt-users] Mandatory Custom Field
In-Reply-To: <47D6ADB5.3070700@lbl.gov>
References: <47D56257.1060404@lbl.gov>
	<6.2.3.4.2.20080310140323.048d9af8@po14.mit.edu>
	<47D5A3D3.5010300@lbl.gov>
	<6.2.3.4.2.20080311091303.0482b2c0@po14.mit.edu>
	<47D6ADB5.3070700@lbl.gov>
Message-ID: <20080311173929.GA36949@sysmon.tcworks.net>

On Tue, Mar 11, 2008 at 09:05:09AM -0700, Kenneth Crocker wrote:
> Stephen & Steve,
> 
> 	Thanks a bunch, really. I'm just now learning some perl, so a lot of 
> stuff confuses me. I think I see it, so double thanks. You helped me fix 
> a problem AND taught me something.

This provides a useful head start into regular expressions:
 
http://www.matthewgifford.com/a-tao-of-regular-expressions/

If you are going to go deep into regex, with or without perl, pick up
"Mastering Regular Expressions", by Jeffrey Fried.

http://regex.info/

Regular Expressions have been useful for soooooo many things, once I
understood them.  The better I understand them, the more useful they
become.  Mr. Fried's book, in it's first revision at least, was very
easy to read.

-- 
Scott Lambert                    KC5MLE                       Unix SysAdmin
lambert at lambertfam.org



From mathew.snyder at gmail.com  Tue Mar 11 13:54:28 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Tue, 11 Mar 2008 13:54:28 -0400
Subject: [rt-users] Second time this error has appeared.  Help please
Message-ID: <47D6C754.80807@gmail.com>

It only happens when creating tickets.


error:   	Can't call method "IsLocal" on an undefined value at 
/usr/local/rt3/lib/RT/URI.pm line 249.
context:  	
...  	
245:  	=cut
246:  	
247:  	sub IsLocal {
248:  	my $self = shift;
249:  	return $self->Resolver->IsLocal;
250:  	}
251:  	
252:  	
253:  	# }}}
...  	
code stack:  	/usr/local/rt3/lib/RT/URI.pm:249
/usr/local/rt3/lib/RT/Links_Overlay.pm:161
/usr/local/rt3/local/html/Elements/ShowLinks:71
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary:100
/usr/local/rt3/share/html/Widgets/TitleBox:51
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary:101
/usr/local/rt3/share/html/Ticket/Display.html:58
/usr/local/rt3/share/html/Widgets/TitleBox:51
/usr/local/rt3/share/html/Ticket/Display.html:59
/usr/local/rt3/share/html/autohandler:291
raw error






























Can't call method "IsLocal" on an undefined value at 
/usr/local/rt3/lib/RT/URI.pm line 249.


Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm 
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "IsLocal" 
on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 249.^J') 
called at /usr/local/rt3/lib/RT/URI.pm line 249
RT::URI::IsLocal('RT::URI=HASH(0xbe10bf0)') called at 
/usr/local/rt3/lib/RT/Links_Overlay.pm line 161
RT::Links::Next('RT::Links=HASH(0xbdf6e78)') called at 
/usr/local/rt3/local/html/Elements/ShowLinks line 71
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc3ab5c)') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbde72f8)', 
'Ticket', 'RT::Ticket=HASH(0xbc3ab5c)') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0xbc3ab5c)') called at 
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 100
HTML::Mason::Commands::__ANON__ at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb8b61ac)') 
called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Links', 'title_href', 
'/Ticket/ModifyLinks.html?id=122190', 'class', 'ticket-info-links') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd1d1f4)', 
'title', 'Links', 'title_href', '/Ticket/ModifyLinks.html?id=122190', 
'class', 'ticket-info-links') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Links', 
'title_href', '/Ticket/ModifyLinks.html?id=122190', 'class', 
'ticket-info-links') called at 
/usr/local/rt3/share/html/Ticket/Elements/ShowSummary line 101
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xbc3ab5c)', 
'Attachments', 'RT::Attachments=HASH(0xbbfb4d8)') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd418c0)', 
'Ticket', 'RT::Ticket=HASH(0xbc3ab5c)', 'Attachments', 
'RT::Attachments=HASH(0xbbfb4d8)') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket', 
'RT::Ticket=HASH(0xbc3ab5c)', 'Attachments', 
'RT::Attachments=HASH(0xbbfb4d8)') called at 
/usr/local/rt3/share/html/Ticket/Display.html line 58
HTML::Mason::Commands::__ANON__ at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1315
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0xb8b61ac)') 
called at /usr/local/rt3/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbd1d1f4)', 
'title', 'Ticket metadata') called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket 
metadata') called at /usr/local/rt3/share/html/Ticket/Display.html line 59
HTML::Mason::Commands::__ANON__('id', 122190) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb855b74)', 
'id', 122190) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 122190) called at 
/usr/local/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__('id', 122190) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb97620)', 
'id', 122190) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 122190) called at 
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm 
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8b61ac)') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm 
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8b61ac)') 
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm 
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb07ee88)', 
'Apache2::RequestRec=SCALAR(0xbbfbe50)') called at 
/usr/local/rt3/bin/webmux.pl line 125
eval {...} at /usr/local/rt3/bin/webmux.pl line 125
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbbfbe50)') called at -e 
line 0
eval {...} at -e line 0

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From KFCrocker at lbl.gov  Tue Mar 11 14:15:46 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 11 Mar 2008 11:15:46 -0700
Subject: [rt-users] Mandatory Custom Field
In-Reply-To: <20080311173929.GA36949@sysmon.tcworks.net>
References: <47D56257.1060404@lbl.gov>
	<6.2.3.4.2.20080310140323.048d9af8@po14.mit.edu>
	<47D5A3D3.5010300@lbl.gov>
	<6.2.3.4.2.20080311091303.0482b2c0@po14.mit.edu>
	<47D6ADB5.3070700@lbl.gov>
	<20080311173929.GA36949@sysmon.tcworks.net>
Message-ID: <47D6CC52.4000804@lbl.gov>

Scott,

	Very good. I'll get it.


Kenn
LBNL

On 3/11/2008 10:39 AM, Scott Lambert wrote:
> On Tue, Mar 11, 2008 at 09:05:09AM -0700, Kenneth Crocker wrote:
>> Stephen & Steve,
>>
>> 	Thanks a bunch, really. I'm just now learning some perl, so a lot of 
>> stuff confuses me. I think I see it, so double thanks. You helped me fix 
>> a problem AND taught me something.
> 
> This provides a useful head start into regular expressions:
>  
> http://www.matthewgifford.com/a-tao-of-regular-expressions/
> 
> If you are going to go deep into regex, with or without perl, pick up
> "Mastering Regular Expressions", by Jeffrey Fried.
> 
> http://regex.info/
> 
> Regular Expressions have been useful for soooooo many things, once I
> understood them.  The better I understand them, the more useful they
> become.  Mr. Fried's book, in it's first revision at least, was very
> easy to read.
> 



From kbensch at fullnet.co.uk  Tue Mar 11 14:24:15 2008
From: kbensch at fullnet.co.uk (Kobus Bensch)
Date: Tue, 11 Mar 2008 18:24:15 -0000
Subject: [rt-users] RT 3.6.5 and Sendmail error and looks like perl error
Message-ID: <038b01c883a5$1ce26260$56a72720$@co.uk>

Hello everyone

 

I have been seeing this in the sendmail logs:

Mar 11 18:20:12 centos sendmail[7978]: m2BGLulV003149:
to="|/opt/rt3/bin/rt-mailgate --queue 'FSL' --action correspond --url
http://rt.comp.co.uk/", ctladdr=<fsl at rt.comp.co.uk> (8/0), delay=01:58:16,
xdelay=00:00:01, mailer=prog, pri=661951, dsn=4.0.0, stat=Deferred: prog
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

 

Can anybody help me sort this.

 

I also did the following:

cat test |/opt/rt3/bin/rt-mailgate --queue 'FSL' --action correspond --url
http://rt.comp.co.uk/ --debug

 

and I get this:

Connecting to http://rt.comp.co.uk//REST/1.0/NoAuth/mail-gateway at
/opt/rt3/bin/rt-mailgate line 102, <> line 1.

Can't locate object method "seek" via package "File::Temp" at
/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN29> line 27.

 

Stack:

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]

  [/opt/rt3/lib/RT/EmailParser.pm:231]

  [/opt/rt3/lib/RT/EmailParser.pm:179]

  [/opt/rt3/lib/RT/EmailParser.pm:139]

  [/opt/rt3/lib/RT/Interface/Email.pm:549]

  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]

RT server error.

 

The RT server which handled your email did not behave as expected. It

said:

 

Can't locate object method "seek" via package "File::Temp" at
/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN29> line 27.

 

Stack:

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]

  [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]

  [/opt/rt3/lib/RT/EmailParser.pm:231]

  [/opt/rt3/lib/RT/EmailParser.pm:179]

  [/opt/rt3/lib/RT/EmailParser.pm:139]

  [/opt/rt3/lib/RT/Interface/Email.pm:549]

  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]

 

Now I am not too hot on this type of perl stuff, but I did try to update
File::Temp which was successful, but still the same problem.

 

I run RT 3.6.5 on Centos 5 with sendmail.

 

Please can someone help and let me know if you need more info to help me
sort this.

 

Thanks

 

Kobus

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From ruz at bestpractical.com  Tue Mar 11 16:04:26 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 11 Mar 2008 23:04:26 +0300
Subject: [rt-users] On Owner change set owner as AdminCC
In-Reply-To: <47D6B4A8.6020603@uiuc.edu>
References: <47D6B4A8.6020603@uiuc.edu>
Message-ID: <589c94400803111304p2dd8897dp69a86f8be0ee091e@mail.gmail.com>

On Tue, Mar 11, 2008 at 7:34 PM, John Arends <jarends at uiuc.edu> wrote:
> I'm trying to figure out how to write a scrip that will add a ticket
>  owner as an AdminCC. This way even if the owner changes, each person who
>  has ever owned the ticket will be on the AdminCC list.
>
>  I'm still very new to writing scrips so I may be missing something obvious.
>
>  Any suggestions?
>
>  This is what I have:
>
>  Condition: On Owner Change
>  Action: User Defined
>  Template: Global template: blank
>
>  Custom action preparation code: return 1;
>  Custom action cleanup code:
>
>   my $admincclist = $self->TicketObj->AdminCc;
>
>   my $Owner = $self->TicketObj->Owner;
$Owner is not an object but ID, you want to use OwnerObj instead to
get object, but in this particular case $self->TicketObj->Owner
returns new owner as ticket has been changed already. To get old owner
of the ticket you must use transaction object and its OldValue
property (id of a principal).

>
>   $admincclist->AddMember($Owner->Id);
>
>
>  _______________________________________________
>  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 ruz at bestpractical.com  Tue Mar 11 18:02:43 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 12 Mar 2008 01:02:43 +0300
Subject: [rt-users] RT 3.6.5 and Sendmail error and looks like perl error
In-Reply-To: <038b01c883a5$1ce26260$56a72720$@co.uk>
References: <038b01c883a5$1ce26260$56a72720$@co.uk>
Message-ID: <589c94400803111502n407c9f26x7a6ba7f8a2c7a5ef@mail.gmail.com>

Upgrade File::Temp module from the CPAN to 0.18 or greater.

On Tue, Mar 11, 2008 at 9:24 PM, Kobus Bensch <kbensch at fullnet.co.uk> wrote:
>
>
>
>
> Hello everyone
>
>
>
> I have been seeing this in the sendmail logs:
>
> Mar 11 18:20:12 centos sendmail[7978]: m2BGLulV003149:
> to="|/opt/rt3/bin/rt-mailgate --queue 'FSL' --action correspond --url
> http://rt.comp.co.uk/", ctladdr=<fsl at rt.comp.co.uk> (8/0), delay=01:58:16,
> xdelay=00:00:01, mailer=prog, pri=661951, dsn=4.0.0, stat=Deferred: prog
> mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
>
>
>
> Can anybody help me sort this.
>
>
>
> I also did the following:
>
> cat test |/opt/rt3/bin/rt-mailgate --queue 'FSL' --action correspond --url
> http://rt.comp.co.uk/ --debug
>
>
>
> and I get this:
>
> Connecting to http://rt.comp.co.uk//REST/1.0/NoAuth/mail-gateway at
> /opt/rt3/bin/rt-mailgate line 102, <> line 1.
>
> Can't locate object method "seek" via package "File::Temp" at
> /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN29> line 27.
>
>
>
> Stack:
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]
>
>   [/opt/rt3/lib/RT/EmailParser.pm:231]
>
>   [/opt/rt3/lib/RT/EmailParser.pm:179]
>
>   [/opt/rt3/lib/RT/EmailParser.pm:139]
>
>   [/opt/rt3/lib/RT/Interface/Email.pm:549]
>
>   [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
>
> RT server error.
>
>
>
> The RT server which handled your email did not behave as expected. It
>
> said:
>
>
>
> Can't locate object method "seek" via package "File::Temp" at
> /usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, <GEN29> line 27.
>
>
>
> Stack:
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816]
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083]
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177]
>
>   [/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150]
>
>   [/opt/rt3/lib/RT/EmailParser.pm:231]
>
>   [/opt/rt3/lib/RT/EmailParser.pm:179]
>
>   [/opt/rt3/lib/RT/EmailParser.pm:139]
>
>   [/opt/rt3/lib/RT/Interface/Email.pm:549]
>
>   [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
>
>
>
> Now I am not too hot on this type of perl stuff, but I did try to update
> File::Temp which was successful, but still the same problem.
>
>
>
> I run RT 3.6.5 on Centos 5 with sendmail.
>
>
>
> Please can someone help and let me know if you need more info to help me
> sort this.
>
>
>
> Thanks
>
>
>
> Kobus
> _______________________________________________
>  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 KFCrocker at lbl.gov  Tue Mar 11 19:16:28 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 11 Mar 2008 16:16:28 -0700
Subject: [rt-users] RT update message help
Message-ID: <47D712CC.1060302@lbl.gov>

To all,


	I have written a scrip that checks a change to a CF to ensure that the 
right person changed it. If not, then the scrip changes the value back. 
My problem is that at the top of the page there is a RT message that 
shows the EARLIER change, but not my change when my scrip changed it 
back. How do I get RT to display a message of MY change on the page just 
like the other RT messages? thanks ahead of time.

Kenn
LBNL



From anarcat at anarcat.ath.cx  Tue Mar 11 21:05:20 2008
From: anarcat at anarcat.ath.cx (The Anarcat)
Date: Tue, 11 Mar 2008 21:05:20 -0400
Subject: [rt-users] RT freezes on some big tickets
In-Reply-To: <20080311124523.GE1643@it.is.rice.edu>
References: <20080310215840.GA5506@mumia.anarcat.ath.cx>
	<20080311124523.GE1643@it.is.rice.edu>
Message-ID: <20080312010520.GD15193@mumia.anarcat.ath.cx>

On Tue, Mar 11, 2008 at 07:45:24AM -0500, Kenneth Marshall wrote:
> Welcome to the world of stateless page loads. :)

Whee! :)

> The only suggestions
> that I have are in two areas. Can you modify the page load to skip the
> un-interesting transactions/attachments?

er... sure i'd like to!

> We had to do that here with
> system events (not attachments) and added a brief/full button on the
> history. The default is only needed information and then if you select
> "full" you get everything which may require a wait.

How did you go around doing that?

> The second area
> is database monitoring. Have you identified the queries that are running?
> Are they optimized? Would clustering your attachments improve retrieval
> performance? Good luck.

This being a production server, running tracing on the postgresql
database imposes major load, so no, I haven't looked at the queries,
even less optimize them...

How can I go around clustering the attachments?

Thanks for the input.

A.

-- 
If builders built houses the way programmers built programs,
The first woodpecker to come along would destroy civilization.
                        - Gerald Weinberg
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From chaitanya.ram at gmail.com  Wed Mar 12 01:17:45 2008
From: chaitanya.ram at gmail.com (Chaitanya Veludandi)
Date: Wed, 12 Mar 2008 10:47:45 +0530
Subject: [rt-users] Hours Worked
In-Reply-To: <003701c86a80$2b700960$1200a8c0@hcc.local>
References: <f37f195d0802072237p614fd1e0r5fc19246887b3ed7@mail.gmail.com>
	<47AC1195.1070404@jennic.com>
	<003701c86a80$2b700960$1200a8c0@hcc.local>
Message-ID: <f37f195d0803112217q283bb3abme2d7bc40fc5fae5a@mail.gmail.com>

There are 2 things involved here:

1. Calculate hours worked on a ticket, probably using the Business::Hours
module and
2. Move the value to a custom field so that it is displayed on the ticket
details page and will also help track SLAs. Obviously it has to be triggered
'on resolve' however it should be able to add to any existing hours worked
in case the ticket has been previously resolved but reopened.

regards,

Chaitanya."
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From benr at tlcdatasecurity.com.au  Wed Mar 12 02:02:29 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Wed, 12 Mar 2008 17:02:29 +1100
Subject: [rt-users] Extract custom fields from tickets using commandline
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462D04B73@kookaburra.TLCIT.biz>

Greetings....
 
I was wondering if anyone had any advice on how to best, from the
command line, conduct a search for tickets that match a custom field
value ('CF.{Invoiced Date}' > '2008-04-03') show values in a custom
field in matching tickets ('CF.{Purchase Order Number}').
 
The intention is to use a cron task to find all tickets, who's invoiced
date was last month and get the purchase order numbers associated with
those tickets.
 
I can get ./rt to show me the tickets using:  ./rt ls "Queue = 'PSS
Projects' AND 'CF.{Invoicable Date}' > '2008-03-31'" and adding a -l
will give me the pro-forma fields, but not the associated custom fields.

 
Any hints?
 
BenR
 
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From benr at tlcdatasecurity.com.au  Wed Mar 12 07:17:16 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Wed, 12 Mar 2008 22:17:16 +1100
Subject: [rt-users] Extract custom fields from tickets using commandline
	- [Pork] Email found in subject
References: <3F63AA5E6554DB4D92D1DBB1D4A80462D04B73@kookaburra.TLCIT.biz>
	<1205305954.5690.19.camel@nemo>
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462806D9F@kookaburra.TLCIT.biz>

Dan,
 
Thanks for the reply.  I've done a whole bunch of perl hacking to and around RT, but given I can "cut-and-paste" the query field in the 'Advanced' descriptor of a query (generated via the web interface) I was hoping there might be a similar thing that could be done with the displayed fields.  This would save me doing yet more perl hacking.
 
I was able to get individual values back using '-f', for example '-f Status' would show me the ticket id's that matched the query with their Statuses, but '-f CF.{Field name}' with any combination of quotes, or CustomField instead of CF, resulted in only errors.
 
So, so far, it seems that '-f' was intended to fill what I need, but can someone confirm whether I can specify a custom field, instead of a default field?
 
 
BenR

________________________________

From: Daniel Koo [mailto:dank at bulletproof.net]
Sent: Wed 12/03/2008 6:12 PM
To: Ben Robson
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Extract custom fields from tickets using commandline - [Pork] Email found in subject



Hi Ben,

For something more involved than what the rt tool can give you I'd write
a script in Perl using the RT library. (Which is what 'rt' is, but it's
more generic)

cheers

Dan

On Wed, 2008-03-12 at 17:02 +1100, Ben Robson wrote:
> Greetings....
>
> 
>
> I was wondering if anyone had any advice on how to best, from the
> command line, conduct a search for tickets that match a custom field
> value ('CF.{Invoiced Date}' > '2008-04-03') show values in a custom
> field in matching tickets ('CF.{Purchase Order Number}').
>
> 
>
> The intention is to use a cron task to find all tickets, who's
> invoiced date was last month and get the purchase order numbers
> associated with those tickets.
>
> 
>
> I can get ./rt to show me the tickets using:  ./rt ls "Queue = 'PSS
> Projects' AND 'CF.{Invoicable Date}' > '2008-03-31'" and adding a -l
> will give me the pro-forma fields, but not the associated custom
> fields.
>
> 
>
> Any hints?
>
> 
>
> BenR
>
> 
>
>
>    The information contained in this communication is intended solely
> for the use of the individual or entity to whom it is addressed and
> others authorised to receive it.  It may contain confidential or
> legally privileged information.  If you are not the intended recipient
> you are hereby notified that any disclosure, copying, distribution or
> taking any action in reliance on the contents of this information is
> strictly prohibited and may be unlawful.  If you have received this
> communication in error, please notify us immediately by responding to
> this email and then delete it, and any associated attachments, from
> your system.  Thank you.
> 
>
> 
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com <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://rtbook.bestpractical.com/> 
--
Daniel Koo
Developer
Bulletproof Networks
www.bulletproof.net
tel: 1300 663 903
fax: 02 9662 4744
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This e-mail and any attachments are confidential and may be legally
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From alvaro.munoz at hp.com  Wed Mar 12 07:45:35 2008
From: alvaro.munoz at hp.com (Munoz, Alvaro)
Date: Wed, 12 Mar 2008 11:45:35 +0000
Subject: [rt-users] Accessing Hashes from modules
Message-ID: <D480B1AE14E9C344B7AFB4168C8081C7049FEC36ED@G4W0831.americas.hpqcorp.net>

Hi All,

I've defined a hash in AT_SiteConfig.pm:
my %Links = (
        Soporta    => 'SeSoportaEn',
        Ejecuta    => 'SeEjecutaEn',
        RefersTo    => 'ReferredToBy',
);

And then I'm trying to access it from Asset_overlay.pm with the following line:
my %Links = %RTx::AssetTracker::Links;

But I got an empty hash. However if I access the very same config hash from Display.html I get it. Do you know whats wrong? Any hint?

Thanks,

Alvaro Mu?oz S?nchez
P Antes de imprimir piensa en el medio ambiente

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From mathew.snyder at gmail.com  Wed Mar 12 08:59:29 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Wed, 12 Mar 2008 08:59:29 -0400
Subject: [rt-users] Question regarding search case
Message-ID: <47D7D3B1.9020606@gmail.com>

A user recently asked me a question regarding the case of searches.  He 
was looking for tickets owned by another user which were open by using 
the quick search box.  He knew enough about the subject to know which 
one he was specifically looking for.  When the ticket didn't appear he 
changed his search and found even more tickets.

His first search was "username open" (without quotes).  His second was 
"username OPEN".  This prompted him to ask if it is possible to to turn 
on case insensitive searches.

Anyone know about this?
Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From jsmoriss at mvlan.net  Wed Mar 12 09:08:18 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 12 Mar 2008 13:08:18 +0000
Subject: [rt-users] Merge Scrip/Template
In-Reply-To: <20080311134855.GA26012@zaphod.mvlan.net>
References: <20080311134855.GA26012@zaphod.mvlan.net>
Message-ID: <20080312130818.GC28874@zaphod.mvlan.net>

No ideas? Anyone?

js.

On Tue, Mar 11, 2008 at 01:48:55PM +0000, Jean-Sebastien Morisset wrote:
> Hi everyone,
> 
> I'd like to create a Scrip/Template for a merged ticket. I was thinking
> of something like this for the Scrip:
> 
> Condition: User Defined
> Action: Notify Requestors and Ccs
> Template: Global template: Merged Ticket
> Custom condition:
>     return ( $self->TransactionObj->Type eq "Merge");
> 
> I'm not sure about the temnplate though... I'd like to reference the old
> and the new ticket numbers and subjects. Something like:
> 
>     Ticket # with a subject of "Bobo" has been merged into ticket # with
>     the subject "Something Else".
> 
> Any suggestions? :-)

-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From plabonte at gmail.com  Wed Mar 12 10:05:29 2008
From: plabonte at gmail.com (Phil)
Date: Wed, 12 Mar 2008 10:05:29 -0400
Subject: [rt-users] Are there any database structure changes...
Message-ID: <4527aede0803120705n63b41045y465a1bed8440a@mail.gmail.com>

That prevent me from importing 3.4.2 data into a 3.6.6 installtion?
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From aking at currentgroup.com  Wed Mar 12 10:06:28 2008
From: aking at currentgroup.com (King, Aubrey)
Date: Wed, 12 Mar 2008 10:06:28 -0400
Subject: [rt-users] need help w/ fastcgi..
Message-ID: <7D3405B5488C0648B39948C26AE91A9B0AFFACB6@rocexch01.currentcomm.com>


I'm installing RT 3.6.3 on a Redhat 4u5 Virtual Machine and ran into
major issues with fastcgi(2.4.6).

First.. I've been an RT admin since 2000 and have used rt in a million
spots, but this is the first time on RedHat since 6.2.  I'm more
experienced with it running on Debian and Gentoo.

Since RedHat is a major customized clusterfsck compared to the other
distros I mentioned, I decided to follow the instructs here:
http://wiki.bestpractical.com/view/RHEL4InstallGuide

I had a couple customizations for my environment - most notably, ssl
use.  After the installation, I saw blank web page and saw this garbage
in my logs:

[Tue Mar 11 19:50:38 2008] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" restarted (pid 6806)
FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid
6806), execle() failed: No such file or directory [Tue Mar 11 19:50:38
2008] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid
6806) terminated by calling exit with status '255'
[Tue Mar 11 19:50:38 2008] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to
600 seconds [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to
600 seconds


I did some digging and found this article in the mailing list archives:
http://lists.bestpractical.com/pipermail/rt-users/2005-January/028019.ht
ml

It says to disable selinux if perms look good.  Well, perms look great
and check it:

[root at CURRENT.tracker2]# grep -v \# /etc/sysconfig/selinux
SELINUX=disabled SELINUXTYPE=targeted

Can anyone make a suggestion on this?  I will be more than happy to
paste whatever you need.  If it's of any use, the apache user and rt
group are grabbed from ldap.  You can see perms here:

[root at CURRENT.tracker2]# ls -la /opt/rt3/bin/ 
total 124 
drwxr-xr-x  2 apache rt  4096 Sep  1  2006 .
drwxr-xr-x  9 apache rt  4096 Jun  2  2006 ..
-rwxr-xr-x  1 apache rt  2956 Mar 29  2007 mason_handler.fcgi 
-rwxr-xr-x  1 apache rt  2329 Mar 29  2007 mason_handler.scgi 
-rwxr-xr-x  1 apache rt  7763 Mar 29  2007 mason_handler.svc 
-rwxr-xr-x  1 apache rt 59078 Mar 29  2007 rt 
-rwxr-xr-x  1 apache rt  9235 Mar 29  2007 rt-crontool 
-rwxr-xr-x  1 apache rt  9742 Mar 29  2007 rt-mailgate 
-rwxr-xr-x  1 apache rt  2276 Mar 29  2007 standalone_httpd 
-rwxr-xr-x  1 apache rt  4194 Mar 29  2007 webmux.pl

Aubrey King
CURRENT Group, LLC
Senior Systems Engineer

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From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 12 10:08:18 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 12 Mar 2008 10:08:18 -0400
Subject: [rt-users] Are there any database structure changes...
In-Reply-To: <4527aede0803120705n63b41045y465a1bed8440a@mail.gmail.com>
References: <4527aede0803120705n63b41045y465a1bed8440a@mail.gmail.com>
Message-ID: <47D7E3D2.4020605@ucrwcu.rwc.uc.edu>

I would dump the 3.6.6 installation, import your 3.4.2 database and then 
run the schema/acl/content updates per the README.


Phil wrote:
> That prevent me from importing 3.4.2 data into a 3.6.6 installtion?
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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


From ktm at rice.edu  Wed Mar 12 10:36:39 2008
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 12 Mar 2008 09:36:39 -0500
Subject: [rt-users] RT freezes on some big tickets
In-Reply-To: <20080312010520.GD15193@mumia.anarcat.ath.cx>
References: <20080310215840.GA5506@mumia.anarcat.ath.cx>
	<20080311124523.GE1643@it.is.rice.edu>
	<20080312010520.GD15193@mumia.anarcat.ath.cx>
Message-ID: <20080312143639.GI1643@it.is.rice.edu>

On Tue, Mar 11, 2008 at 09:05:20PM -0400, The Anarcat wrote:
> On Tue, Mar 11, 2008 at 07:45:24AM -0500, Kenneth Marshall wrote:
> > Welcome to the world of stateless page loads. :)
> 
> Whee! :)
> 
> > The only suggestions
> > that I have are in two areas. Can you modify the page load to skip the
> > un-interesting transactions/attachments?
> 
> er... sure i'd like to!
> 
> > We had to do that here with
> > system events (not attachments) and added a brief/full button on the
> > history. The default is only needed information and then if you select
> > "full" you get everything which may require a wait.
> 
> How did you go around doing that?
> 

I modified Tickets/Elements/ShowHistory to skip any uninteresting
transactions and used a modification of "the show history in reverse"
documented in the wiki to add another toggle for full/brief display.
Just nixing the display of some of the attachments should help you
a lot.

> > The second area
> > is database monitoring. Have you identified the queries that are running?
> > Are they optimized? Would clustering your attachments improve retrieval
> > performance? Good luck.
> 
> This being a production server, running tracing on the postgresql
> database imposes major load, so no, I haven't looked at the queries,
> even less optimize them...

I would dump the DB to a test instance, if you cannot afford the logging
of queries that take longer than 1 second or so, and run some tests on it.

> 
> How can I go around clustering the attachments?
> 

The CLUSTER command will allow you to cluster the table around the
appropriate index. The question is which index to use. It may be
that since the attachments table is always incremented/added to that
it is basically already clustered so there would not be a substantial
change. The slow queries determined from the above testing may show
where clustering would be effective. Good luck.

Regards,
Ken


From joe.casadonte at oracle.com  Wed Mar 12 10:43:15 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 12 Mar 2008 10:43:15 -0400
Subject: [rt-users] need help w/ fastcgi..
In-Reply-To: <7D3405B5488C0648B39948C26AE91A9B0AFFACB6@rocexch01.currentcomm.com>
References: <7D3405B5488C0648B39948C26AE91A9B0AFFACB6@rocexch01.currentcomm.com>
Message-ID: <47D7EC03.9030007@oracle.com>

On 3/12/2008 10:06 AM, King, Aubrey wrote:

> Can anyone make a suggestion on this?  I will be more than happy to
> paste whatever you need.  If it's of any use, the apache user and rt
> group are grabbed from ldap.  You can see perms here:

I'd say it's perms related (I know you said you checked, but....)

In particular ($RT3 == base RT install directory):

$RT3/var/mason_data
$RT3/var/session_data
$RT3/var/tmp

should be owned and writable by the apache user (or whatever user your 
webserver/fcgi runs as), as well as everything underneath them.

In addition, and this is likely the issue (at least it is for me, usually):

/etc/httpd/logs/fastcgi
/etc/httpd/logs/fastcgi/dynamic

need to be writeable by the fcgi user.  For some reason I have them as 
0777 on my system, so maybe it needs to be even more open than that. 
Typically, though, this directory (/etc/httpd/logs) is writable for root 
only.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From heckt007 at googlemail.com  Wed Mar 12 11:42:50 2008
From: heckt007 at googlemail.com (Thomas Hecker)
Date: Wed, 12 Mar 2008 16:42:50 +0100
Subject: [rt-users] Question on Reminders or self opening Tickets
Message-ID: <16b1cc5b0803120842m1a1391far525c8854b49a09ce@mail.gmail.com>

Hi All,

i'd like to use RT for some recurring todoes. We all have todoes like
checking the monthly availability of an update ore something like this.

I allreade tried to use the rt reminders, but they dpn't work the way i want
(or maybe i don't see how to get it work). Well what i try to do is the
following:

i create a new tickes wich say's "check website domain.com for an update of
the Software X". After checking if an update is available, i close this
ticket. On the first of the next month, this ticket automatically will be
re-opend (or a new one generated).

The fist way i tried to do this, was to create a reminder with a definition
for the late dates. When the naxt date inside the riminder is reached, a new
ticket should be opend. But this did not worked. I allways see an reminder
in the dashboard, but whe e date is reached, nothing happens - no ticket is
generated.

So maybe someone can help me with creating such reminders (and maybe
writing  the needed scrips to get this work)?

I'm using RT 3.6.6

Thanks a lot
Thomas
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From heckt007 at googlemail.com  Wed Mar 12 11:43:34 2008
From: heckt007 at googlemail.com (Thomas Hecker)
Date: Wed, 12 Mar 2008 16:43:34 +0100
Subject: [rt-users] RT is getting slow
Message-ID: <16b1cc5b0803120843v4fe2b576u499844a8032d9e4@mail.gmail.com>

Hi All,

since version 3.6.3 my RT installation is getting slower and slower. I found
a way to get the performance back, but i do not understnad why it is doing
this, so maybe some of you can help me:

TR gets slow while opening a ticket to view its details. The status of the
ticket is irrelevant, or what amount of    correspondence allready has taken
place. It takes up to minutes, to get all the data of the ticket shown. It
seems to me the part with the reminder data takes the longest time to load.

My workaround for the moment is to check the users-tabel of rt. The more
entries I get here (because of the autocreation of users on ticket
submission), the slower the system gets. The reason is, that the ticket
system is reachalbe fron the internet, so we get a lot of spam, and with it
a lot of automatically created users. So i delete all thiese Spam-users, and
the system is running normal again.

Somebody of bestpractical told me, that thousands of lines in the
users-table could not cause getting rt so slow, it may be the ACL setup,
that lists all users in one of the ownership dropdowns.

In fact, when checking the owner drop-down at the reminder setup of a ticket
there are all users listed, but i do not understand how to configure RT only
to show the privileged users here.

Can anybody help?

Thanks again,
Thomas
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From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 12 11:49:32 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 12 Mar 2008 11:49:32 -0400
Subject: [rt-users] RT is getting slow
In-Reply-To: <16b1cc5b0803120843v4fe2b576u499844a8032d9e4@mail.gmail.com>
References: <16b1cc5b0803120843v4fe2b576u499844a8032d9e4@mail.gmail.com>
Message-ID: <47D7FB8C.80802@ucrwcu.rwc.uc.edu>

Don't give everyone the OwnTicket right.  Try using RTx::RightsMatrix to 
see where they are gettign that right from.


Thomas Hecker wrote:
> Hi All,
>
> since version 3.6.3 my RT installation is getting slower and slower. I 
> found a way to get the performance back, but i do not understnad why 
> it is doing this, so maybe some of you can help me:
>
> TR gets slow while opening a ticket to view its details. The status of 
> the ticket is irrelevant, or what amount of    correspondence allready 
> has taken place. It takes up to minutes, to get all the data of the 
> ticket shown. It seems to me the part with the reminder data takes the 
> longest time to load.
>
> My workaround for the moment is to check the users-tabel of rt. The 
> more entries I get here (because of the autocreation of users on 
> ticket submission), the slower the system gets. The reason is, that 
> the ticket system is reachalbe fron the internet, so we get a lot of 
> spam, and with it a lot of automatically created users. So i delete 
> all thiese Spam-users, and the system is running normal again.
>
> Somebody of bestpractical told me, that thousands of lines in the 
> users-table could not cause getting rt so slow, it may be the ACL 
> setup, that lists all users in one of the ownership dropdowns.
>
> In fact, when checking the owner drop-down at the reminder setup of a 
> ticket there are all users listed, but i do not understand how to 
> configure RT only to show the privileged users here.
>
> Can anybody help?
>
> Thanks again,
> Thomas
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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


From alexander.krieg at desy.de  Wed Mar 12 12:37:26 2008
From: alexander.krieg at desy.de (Krieg, Alexander)
Date: Wed, 12 Mar 2008 17:37:26 +0100
Subject: [rt-users] Shredder no_tickets
Message-ID: <47D806C6.1000706@desy.de>

Hi,

what does the parameter no_tickets looks for and how to use it ?
i set status to 'any' and 'no_tickets' = 1 to show me all users who do 
not have any relation to a ticket (watcher(Requestor, Owner, Cc or 
AdminCc)). So i guess 'no_tickets' = 0 means show me users that have a 
relation to at least one ticket.
The strange effect in my case is that i have several users who get 
listed in both terms, how can that be ?
i also tried with true and false but makes no different.

A second question i have is the relation between an user and an 
attachment. Does the shredder script also looks for this relation, or is 
there only a direct relation between an attachment and a ticket and than 
between a ticket and a user (what about TransactionId) ?

If i understand well, the shredder script checks all dependencies an 
user can have to a ticket (watcher(Requestor, Owner, Cc or AdminCc)).


Best regards

-- 
-----------------------
Alexander 



From kristian.davies at gmail.com  Wed Mar 12 12:53:19 2008
From: kristian.davies at gmail.com (Kristian Davies)
Date: Wed, 12 Mar 2008 16:53:19 +0000
Subject: [rt-users] Question regarding search case
In-Reply-To: <47D7D3B1.9020606@gmail.com>
References: <47D7D3B1.9020606@gmail.com>
Message-ID: <ace083ea0803120953k6dbb06c4qde1e1df146ded686@mail.gmail.com>

On Wed, Mar 12, 2008 at 12:59 PM, Mathew <mathew.snyder at gmail.com> wrote:
> A user recently asked me a question regarding the case of searches.  He
>  was looking for tickets owned by another user which were open by using
>  the quick search box.  He knew enough about the subject to know which
>  one he was specifically looking for.  When the ticket didn't appear he
>  changed his search and found even more tickets.
>
>  His first search was "username open" (without quotes).  His second was
>  "username OPEN".  This prompted him to ask if it is possible to to turn
>  on case insensitive searches.
>
>  Anyone know about this?

I have same problem with adding people to tickets, so RICH finds
nothing, but rich finds a few.

rt 3.6.6
postgres 8.3.0
Adding people to tickets is the search.

Cheers,
Kristian


From lgrella at acquiremedia.com  Wed Mar 12 15:33:27 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Wed, 12 Mar 2008 12:33:27 -0700 (PDT)
Subject: [rt-users]  RT at a Glance - show tickets I've requested?
Message-ID: <16012526.post@talk.nabble.com>


Is it possible to edit a user's RT at a Glance so that in addition to top 10
tickets I own and top 10 unowned tickets, it also shows the user top 10
tickets that I have requested?

Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/RT-at-a-Glance---show-tickets-I%27ve-requested--tp16012526p16012526.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From jsmoriss at mvlan.net  Wed Mar 12 15:38:09 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 12 Mar 2008 19:38:09 +0000
Subject: [rt-users] Merge Scrip/Template
In-Reply-To: <20080312191522.GB8311@zaphod.mvlan.net>
References: <20080311134855.GA26012@zaphod.mvlan.net>
	<20080312191522.GB8311@zaphod.mvlan.net>
Message-ID: <20080312193809.GE8311@zaphod.mvlan.net>

On Wed, Mar 12, 2008 at 07:15:22PM +0000, Jean-Sebastien Morisset wrote:
> 
[snip!]
> Well, using some examples from the Wiki, I got _most_ of this
> scrip/template working...
> 
> Scrip:
>     Custom condition:
>         my $trans = $self->TransactionObj;
>         return 0 unless ($trans->Type =~ /^AddLink$/i);
>         return 0 unless ($trans->Field =~ /^MergedInto$/i);
>         return 0 if ($trans->ObjectId == $self->TicketObj->Id);
>         return 1;
> 
> The last Id to Id comparison is not in the Wiki. This scrip is actually
> called twice by RT, once at the beginning, when we have the info of both
> tickets, and once at the end, where both the Transaction info and Ticket
> info match. Since I only want to run it once, and need access to both
> ticket infos, I added this test to skip the second run.
> 
> Template:
>     Subject: Ticket #{$Transaction->ObjectId} Merged into Ticket #{$Ticket->id}
> 
>     Ticket #{$Transaction->ObjectId} regarding "{$Transaction->Subject}" has been merged into ticket #{$Ticket->id} in the {$Ticket->QueueObj->Name()} queue.
> 
>     -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> 
> And here-in lies my problem. I'd like to include the subject from the
> old ticket, but Transaction->Subject just gives me a blank. Can anyone
> offer a suggestion on how to get the old ticket subject?

I guess I should have waited a little longer before sending this e-mail,
because I later figured the subject probably wasn't available, but
still, I had the old ticket Id to work from:

---BEGIN---
    Subject: Ticket #{$Transaction->ObjectId} Merged into Ticket #{$Ticket->id}

    Ticket #{$Transaction->ObjectId} regarding "{
	my $oldTicket = RT::Ticket->new($RT::SystemUser);
	$oldTicket->LoadById($Transaction->ObjectId);
	$oldTicket->Subject();
    }" has been merged into ticket #{$Ticket->id} in the {$Ticket->QueueObj->Name()} queue.
    
    -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
---END---

Not bad, if I do say so myself. :-)

js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From lgrella at acquiremedia.com  Wed Mar 12 16:11:59 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Wed, 12 Mar 2008 13:11:59 -0700 (PDT)
Subject: [rt-users]  Display people in People section by full name?
Message-ID: <16012559.post@talk.nabble.com>


We were able to set the users show in the drop-down list to assign owners as
a full name by copying the share/html/Elements/SelectOwner to
local/html/Elements and editting it. 

But in the box that shows 'people' related to this ticket on the ticket
display page (owner, requestor, CC, adminCC) it still shows up as email
addresses. Is there any way to also show full names here as well?

Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/Display-people-in-People-section-by-full-name--tp16012559p16012559.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From ruz at bestpractical.com  Wed Mar 12 17:35:09 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 13 Mar 2008 00:35:09 +0300
Subject: [rt-users] Display people in People section by full name?
In-Reply-To: <16012559.post@talk.nabble.com>
References: <16012559.post@talk.nabble.com>
Message-ID: <589c94400803121435j2cba8d19sda51db8b516a4ee7@mail.gmail.com>

In 3.8 that's controlled by one component.
Someone posted similar patch for 3.6 as well.

On Wed, Mar 12, 2008 at 11:11 PM, lgrella <lgrella at acquiremedia.com> wrote:
>
>  We were able to set the users show in the drop-down list to assign owners as
>  a full name by copying the share/html/Elements/SelectOwner to
>  local/html/Elements and editting it.
>
>  But in the box that shows 'people' related to this ticket on the ticket
>  display page (owner, requestor, CC, adminCC) it still shows up as email
>  addresses. Is there any way to also show full names here as well?
>
>  Thanks,
>  Laura
>  --
>  View this message in context: http://www.nabble.com/Display-people-in-People-section-by-full-name--tp16012559p16012559.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>  _______________________________________________
>  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 jsmoriss at mvlan.net  Wed Mar 12 15:15:22 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Wed, 12 Mar 2008 19:15:22 +0000
Subject: [rt-users] Merge Scrip/Template
In-Reply-To: <20080311134855.GA26012@zaphod.mvlan.net>
References: <20080311134855.GA26012@zaphod.mvlan.net>
Message-ID: <20080312191522.GB8311@zaphod.mvlan.net>

On Tue, Mar 11, 2008 at 01:48:55PM +0000, Jean-Sebastien Morisset wrote:
> Hi everyone,
> 
> I'd like to create a Scrip/Template for a merged ticket. I was thinking
> of something like this for the Scrip:
> 
> Condition: User Defined
> Action: Notify Requestors and Ccs
> Template: Global template: Merged Ticket
> Custom condition:
>     return ( $self->TransactionObj->Type eq "Merge");
> 
> I'm not sure about the temnplate though... I'd like to reference the old
> and the new ticket numbers and subjects. Something like:
> 
>     Ticket # with a subject of "Bobo" has been merged into ticket # with
>     the subject "Something Else".
> 
> Any suggestions? :-)

Hi again everyone,

Well, using some examples from the Wiki, I got _most_ of this
scrip/template working...

Scrip:
    Custom condition:
        my $trans = $self->TransactionObj;
        return 0 unless ($trans->Type =~ /^AddLink$/i);
        return 0 unless ($trans->Field =~ /^MergedInto$/i);
        return 0 if ($trans->ObjectId == $self->TicketObj->Id);
        return 1;

The last Id to Id comparison is not in the Wiki. This scrip is actually
called twice by RT, once at the beginning, when we have the info of both
tickets, and once at the end, where both the Transaction info and Ticket
info match. Since I only want to run it once, and need access to both
ticket infos, I added this test to skip the second run.

Template:
    Subject: Ticket #{$Transaction->ObjectId} Merged into Ticket #{$Ticket->id}

    Ticket #{$Transaction->ObjectId} regarding "{$Transaction->Subject}" has been merged into ticket #{$Ticket->id} in the {$Ticket->QueueObj->Name()} queue.

    -> Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

And here-in lies my problem. I'd like to include the subject from the
old ticket, but Transaction->Subject just gives me a blank. Can anyone
offer a suggestion on how to get the old ticket subject?

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From joe.casadonte at oracle.com  Wed Mar 12 16:57:00 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 12 Mar 2008 16:57:00 -0400
Subject: [rt-users] need help w/ fastcgi..
In-Reply-To: <7D3405B5488C0648B39948C26AE91A9B0AFFB057@rocexch01.currentcomm.com>
References: <7D3405B5488C0648B39948C26AE91A9B0AFFB057@rocexch01.currentcomm.com>
Message-ID: <47D8439C.6030108@oracle.com>

On 3/12/2008 4:18 PM, King, Aubrey wrote:

> [root at CURRENT.tracker2]# ls -la /etc/httpd/logs
> lrwxrwxrwx  1 root root 19 Jan 23 21:51 /etc/httpd/logs ->
> ../../var/log/httpd
> [root at CURRENT.tracker2]# ls -la /var/log/httpd/fastcgi/
> total 12
> drwxr-xr-x  3 apache apache 4096 Mar 11 18:06 .
> drwx------  3 root   root   4096 Mar 12 04:02 ..
> drwxr-xr-x  2 apache apache 4096 Mar 11 18:06 dynamic
> 
> It looks like they're open.  For grins, I did a chgrp apache on
> /var/log/httpd and did a chmod 770 on it so it's group writeable.  I
> also moved the fastcgi directory out of the way to see if apache would
> create a new log dir.  It did not.

Doesn't that indicate a problem, then?  What, I don't know, as the perms 
all look fine.  Can you try making /var/log/httpd 777 for 2 minutes and 
see if that fixes it?

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From aking at currentgroup.com  Wed Mar 12 17:53:30 2008
From: aking at currentgroup.com (King, Aubrey)
Date: Wed, 12 Mar 2008 17:53:30 -0400
Subject: [rt-users] need help w/ fastcgi..
In-Reply-To: <47D8439C.6030108@oracle.com>
Message-ID: <7D3405B5488C0648B39948C26AE91A9B0AFFB0F8@rocexch01.currentcomm.com>

Did it.  Same error.  I miss mod_perl. 

-----Original Message-----
From: Joe Casadonte [mailto:joe.casadonte at oracle.com] 
Sent: Wednesday, March 12, 2008 4:57 PM
To: King, Aubrey
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] need help w/ fastcgi..

On 3/12/2008 4:18 PM, King, Aubrey wrote:

> [root at CURRENT.tracker2]# ls -la /etc/httpd/logs lrwxrwxrwx  1 root 
> root 19 Jan 23 21:51 /etc/httpd/logs -> ../../var/log/httpd 
> [root at CURRENT.tracker2]# ls -la /var/log/httpd/fastcgi/ total 12 
> drwxr-xr-x  3 apache apache 4096 Mar 11 18:06 .
> drwx------  3 root   root   4096 Mar 12 04:02 ..
> drwxr-xr-x  2 apache apache 4096 Mar 11 18:06 dynamic
> 
> It looks like they're open.  For grins, I did a chgrp apache on 
> /var/log/httpd and did a chmod 770 on it so it's group writeable.  I 
> also moved the fastcgi directory out of the way to see if apache would

> create a new log dir.  It did not.

Doesn't that indicate a problem, then?  What, I don't know, as the perms
all look fine.  Can you try making /var/log/httpd 777 for 2 minutes and
see if that fixes it?

--
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========

***CONFIDENTIALITY NOTICE***
The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained herein is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this message from your system.


From aking at currentgroup.com  Wed Mar 12 16:18:42 2008
From: aking at currentgroup.com (King, Aubrey)
Date: Wed, 12 Mar 2008 16:18:42 -0400
Subject: [rt-users] need help w/ fastcgi..
In-Reply-To: <47D7EC03.9030007@oracle.com>
Message-ID: <7D3405B5488C0648B39948C26AE91A9B0AFFB057@rocexch01.currentcomm.com>

Perms on the install dir:

[root at CURRENT.tracker2]# ls -la var
total 20
drwxr-xr-x  5 apache rt 4096 Jun  2  2006 .
drwxr-xr-x  9 apache rt 4096 Jun  2  2006 ..
drwxr-xr-x  2 apache rt 4096 Feb 21 14:48 log
drwxrwx---  5 apache rt 4096 Sep 11  2006 mason_data
drwxrwx---  2 apache rt 4096 Jun  2  2006 session_data

Perms on logs:

[root at CURRENT.tracker2]# ls -la /etc/httpd/logs
lrwxrwxrwx  1 root root 19 Jan 23 21:51 /etc/httpd/logs ->
../../var/log/httpd
[root at CURRENT.tracker2]# ls -la /var/log/httpd/fastcgi/
total 12
drwxr-xr-x  3 apache apache 4096 Mar 11 18:06 .
drwx------  3 root   root   4096 Mar 12 04:02 ..
drwxr-xr-x  2 apache apache 4096 Mar 11 18:06 dynamic

It looks like they're open.  For grins, I did a chgrp apache on
/var/log/httpd and did a chmod 770 on it so it's group writeable.  I
also moved the fastcgi directory out of the way to see if apache would
create a new log dir.  It did not.

For whatever it's worth, this new instance is going to serve as a point
to migrate an existing installation and the old instance has perms setup
almost identical.  The one difference I see is a different version of
fastcgi.  Any other thoughts?

 

-----Original Message-----
From: Joe Casadonte [mailto:joe.casadonte at oracle.com] 
Sent: Wednesday, March 12, 2008 10:43 AM
To: King, Aubrey
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] need help w/ fastcgi..

On 3/12/2008 10:06 AM, King, Aubrey wrote:

> Can anyone make a suggestion on this?  I will be more than happy to 
> paste whatever you need.  If it's of any use, the apache user and rt 
> group are grabbed from ldap.  You can see perms here:

I'd say it's perms related (I know you said you checked, but....)

In particular ($RT3 == base RT install directory):

$RT3/var/mason_data
$RT3/var/session_data
$RT3/var/tmp

should be owned and writable by the apache user (or whatever user your
webserver/fcgi runs as), as well as everything underneath them.

In addition, and this is likely the issue (at least it is for me,
usually):

/etc/httpd/logs/fastcgi
/etc/httpd/logs/fastcgi/dynamic

need to be writeable by the fcgi user.  For some reason I have them as
0777 on my system, so maybe it needs to be even more open than that. 
Typically, though, this directory (/etc/httpd/logs) is writable for root
only.

--
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========

***CONFIDENTIALITY NOTICE***
The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained herein is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this message from your system.


From Horst.Kriegers at loterie.ch  Thu Mar 13 02:43:03 2008
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Thu, 13 Mar 2008 07:43:03 +0100
Subject: [rt-users] CF : Select one Value : Show category ?
Message-ID: <47D8DB08.7061.0039.0@loterie.ch>

Hello all,
 
is there a way to display the category from a Select Box CF in a ticket
detail (anything like this   Category : Name)?
 
Thanks
Horst
 

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From Clinton_Smith at tstna.com  Thu Mar 13 03:18:49 2008
From: Clinton_Smith at tstna.com (Clinton Smith)
Date: Thu, 13 Mar 2008 03:18:49 -0400
Subject: [rt-users] Customize "10 newest unowned tickets" to show each
	ticket's Priority
Message-ID: <2C6B11C1D298F84B881FB5DDE8EBC3365D35F6@svus004.us.tstna.com>

In RT 3.4.2, is there a way to have "10 newest unowned tickets" on the
"RT at a glance" page display each unowned ticket's Priority level?
 
Clint
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From heckt007 at googlemail.com  Thu Mar 13 03:52:50 2008
From: heckt007 at googlemail.com (Thomas Hecker)
Date: Thu, 13 Mar 2008 08:52:50 +0100
Subject: [rt-users] RT is getting slow
In-Reply-To: <47D7FB8C.80802@ucrwcu.rwc.uc.edu>
References: <16b1cc5b0803120843v4fe2b576u499844a8032d9e4@mail.gmail.com>
	<47D7FB8C.80802@ucrwcu.rwc.uc.edu>
Message-ID: <16b1cc5b0803130052q7b8c2386qfb30332f867677df@mail.gmail.com>

Hi Drew,

thanks for your reply - but i don't understand what RTx::RightsMatrix means.

By the way, in the group rights configuration  the group unprivileged has
the superuser permission - when trying to delete this, i got an error saying
the right could not be taken away. Is it possible that this circumstance is
responsible for my performance problem? And if yes, how can i fix this?
There is an corresponding line inside the database, but for now, i don't
wanted to delete this directly inside the database ...

Thomas


2008/3/12, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>:
>
> Don't give everyone the OwnTicket right.  Try using RTx::RightsMatrix to
> see where they are gettign that right from.
>
>
>
> Thomas Hecker wrote:
> > Hi All,
> >
> > since version 3.6.3 my RT installation is getting slower and slower. I
> > found a way to get the performance back, but i do not understnad why
> > it is doing this, so maybe some of you can help me:
> >
> > TR gets slow while opening a ticket to view its details. The status of
> > the ticket is irrelevant, or what amount of    correspondence allready
> > has taken place. It takes up to minutes, to get all the data of the
> > ticket shown. It seems to me the part with the reminder data takes the
> > longest time to load.
> >
> > My workaround for the moment is to check the users-tabel of rt. The
> > more entries I get here (because of the autocreation of users on
> > ticket submission), the slower the system gets. The reason is, that
> > the ticket system is reachalbe fron the internet, so we get a lot of
> > spam, and with it a lot of automatically created users. So i delete
> > all thiese Spam-users, and the system is running normal again.
> >
> > Somebody of bestpractical told me, that thousands of lines in the
> > users-table could not cause getting rt so slow, it may be the ACL
> > setup, that lists all users in one of the ownership dropdowns.
> >
> > In fact, when checking the owner drop-down at the reminder setup of a
> > ticket there are all users listed, but i do not understand how to
> > configure RT only to show the privileged users here.
> >
> > Can anybody help?
> >
> > Thanks again,
> > Thomas
> >
>
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > 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
>
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From stef at aoc-uk.com  Thu Mar 13 08:22:07 2008
From: stef at aoc-uk.com (Stef Morrell)
Date: Thu, 13 Mar 2008 12:22:07 -0000
Subject: [rt-users] Showing custom fields with command line RT
Message-ID: <20080313122222.305BA4D80C4@diesel.bestpractical.com>

Hello,

Is there a way to show a custom field from the command line, along the
lines of:

rt show ticket/nn -f id,queue,subject,requestor,some_custom_field

Regards

Stef
Stefan Morrell          | Operations Director
Tel: 0845 3452820       | Alpha Omega Computers Ltd
Fax: 0845 3452830       | Incorporating Level 5 Internet
stef at aoc-uk.com         | stef at l5net.net

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From Richard.Ellis at Sun.COM  Thu Mar 13 08:46:57 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Thu, 13 Mar 2008 12:46:57 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
Message-ID: <47D92241.7070002@sun.com>

Hi All,

We have recently updated our RT instance from 3.4.6 running on Solaris 9 
to a new server running Solaris 10 and 3.6.4.

Everything works perfectly and we have removed all of the customisations 
that we used to use for a virtually vanilla 3.6.4 install. However, when 
opening the Query Builder page, performance slows to a massive extent. 
Average page load is under 1 second, but performing any action in Query 
Builder averages 400 seconds.

I thought it was the database so upgraded mysql from 5.0.34 to 5.0.51a, 
but that made no difference. I then upgraded DBIx::SearchBuilder to the 
latest version and DBD::mysql but it is still as bad. Even upgraded 
every single perl module to latest and restarted everything, but still 
as bad.

mysqlcheck rt3 says everything is ok.

There are only 10,000 tickets so it shouldn't be a volume problem.

Running on perl 5.8.8.

Anyone any ideas?

Richard



From stretchoutandwait at gmail.com  Thu Mar 13 09:08:28 2008
From: stretchoutandwait at gmail.com (Chris)
Date: Thu, 13 Mar 2008 09:08:28 -0400
Subject: [rt-users] RT at a Glance - show tickets I've requested?
In-Reply-To: <16012526.post@talk.nabble.com>
References: <16012526.post@talk.nabble.com>
Message-ID: <6fafefb40803130608j53ab4e15mb4d700bfe5c67f1@mail.gmail.com>

Laura,

Here's what I did for this purpose:
http://www.gossamer-threads.com/lists/rt/users/70506?#70506 . I think
this is what you need, anyway.

Have fun!

On Wed, Mar 12, 2008 at 3:33 PM, lgrella <lgrella at acquiremedia.com> wrote:
>
>  Is it possible to edit a user's RT at a Glance so that in addition to top 10
>  tickets I own and top 10 unowned tickets, it also shows the user top 10
>  tickets that I have requested?
>
>  Thanks,
>  Laura
>  --
>  View this message in context: http://www.nabble.com/RT-at-a-Glance---show-tickets-I%27ve-requested--tp16012526p16012526.html
>  Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>  _______________________________________________
>  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
>


From darling at ccdc.cam.ac.uk  Thu Mar 13 09:45:42 2008
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Thu, 13 Mar 2008 13:45:42 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47D92241.7070002@sun.com>
References: <47D92241.7070002@sun.com>
Message-ID: <47D93006.6050500@ccdc.cam.ac.uk>

Let mysqltuner (http://rackerhacker.com/mysqltuner/) have a look at your 
database. Lots of useful stuff. We went from 180 second full text 
queries, to 7 seconds, just be tweaking innodb_buffer_pool_size.

Cheers
Toby

Richard Ellis wrote:
> Hi All,
> 
> We have recently updated our RT instance from 3.4.6 running on Solaris 9 
> to a new server running Solaris 10 and 3.6.4.
> 
> Everything works perfectly and we have removed all of the customisations 
> that we used to use for a virtually vanilla 3.6.4 install. However, when 
> opening the Query Builder page, performance slows to a massive extent. 
> Average page load is under 1 second, but performing any action in Query 
> Builder averages 400 seconds.
> 
> I thought it was the database so upgraded mysql from 5.0.34 to 5.0.51a, 
> but that made no difference. I then upgraded DBIx::SearchBuilder to the 
> latest version and DBD::mysql but it is still as bad. Even upgraded 
> every single perl module to latest and restarted everything, but still 
> as bad.
> 
> mysqlcheck rt3 says everything is ok.
> 
> There are only 10,000 tickets so it shouldn't be a volume problem.
> 
> Running on perl 5.8.8.
> 
> Anyone any ideas?
> 
> Richard
> 
> _______________________________________________
> 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

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster at ccdc.cam.ac.uk and delete the message.
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by Guarantee and a Registered Charity.
Registered in England No. 2155347 Registered Charity No. 800579
Registered office 12 Union Road, Cambridge CB2 1EZ.


From benr at tlcdatasecurity.com.au  Thu Mar 13 11:06:45 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Fri, 14 Mar 2008 02:06:45 +1100
Subject: [rt-users] Showing custom fields with command line RT - [Pork]
	Email found in subject
References: <20080313122222.305BA4D80C4@diesel.bestpractical.com>
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462806DA1@kookaburra.TLCIT.biz>

Stef,
 
I have been trying to work out this exact same thing for the past week now, in fact I put a similar post to this maillist approximately 3 days ago, with little assistance.
 
Thus far I have found the documentation that implies custom fields can be referenced by 'CF-CustomFieldName'.  However my testing of this results in nothing (at best I get a ':' where asking for Status might give 'Status: open').
 
One thing I did find was that, in a documented example, if you asked for a verbose show of a ticket it would show custom field values along with the standard field values, however in my testing I only get the standard fields being shown.
 
I am now wondering if something has been changed in command-line rt that means the CF-CustomFieldName is still the correct syntax, but that the command-line rt can't see custom-fields for display any more (it can still search, but can't display them).
 
Jesse, do you have any insight in to this?
 
BenR

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Stef Morrell
Sent: Thu 13/03/2008 11:22 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Showing custom fields with command line RT - [Pork] Email found in subject



Hello,

Is there a way to show a custom field from the command line, along the
lines of:

rt show ticket/nn -f id,queue,subject,requestor,some_custom_field

Regards

Stef
Stefan Morrell          | Operations Director
Tel: 0845 3452820       | Alpha Omega Computers Ltd
Fax: 0845 3452830       | Incorporating Level 5 Internet
stef at aoc-uk.com         | stef at l5net.net

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From jesse at bestpractical.com  Thu Mar 13 11:45:53 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 13 Mar 2008 11:45:53 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47D92241.7070002@sun.com>
References: <47D92241.7070002@sun.com>
Message-ID: <23EB3BA2-27A3-4669-A127-560B3D834973@bestpractical.com>


On Mar 13, 2008, at 8:46 AM, Richard Ellis wrote:

> Hi All,
>
> We have recently updated our RT instance from 3.4.6 running on  
> Solaris 9
> to a new server running Solaris 10 and 3.6.4.
>

You probably want RT 3.6.6 if you're on MySQL. Ruz did some serious  
query optimization.  But my first guess is that you've granted  
"Everybody" the right to OwnTickets somewhere.



> Everything works perfectly and we have removed all of the  
> customisations
> that we used to use for a virtually vanilla 3.6.4 install. However,  
> when
> opening the Query Builder page, performance slows to a massive extent.
> Average page load is under 1 second, but performing any action in  
> Query
> Builder averages 400 seconds.
>
> I thought it was the database so upgraded mysql from 5.0.34 to  
> 5.0.51a,
> but that made no difference. I then upgraded DBIx::SearchBuilder to  
> the
> latest version and DBD::mysql but it is still as bad. Even upgraded
> every single perl module to latest and restarted everything, but still
> as bad.
>
> mysqlcheck rt3 says everything is ok.
>
> There are only 10,000 tickets so it shouldn't be a volume problem.
>
> Running on perl 5.8.8.
>
> Anyone any ideas?
>
> Richard
>
> _______________________________________________
> 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
>

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From darling at ccdc.cam.ac.uk  Thu Mar 13 11:53:24 2008
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Thu, 13 Mar 2008 15:53:24 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47D9451F.8050901@sun.com>
References: <47D92241.7070002@sun.com> <47D93006.6050500@ccdc.cam.ac.uk>
	<47D9451F.8050901@sun.com>
Message-ID: <47D94DF4.7020802@ccdc.cam.ac.uk>

Hi Richard

> That crashes out with a divide by zero error in the scripting, but it 
> looks really cool.
> 
> [--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
> [--] Data in MyISAM tables: 2M (Tables: 39)
> [--] Data in InnoDB tables: 1015M (Tables: 20)
> Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1)
> 
> Illegal division by zero at ./mysqltuner.pl line 362 (#2)
>    (F) You tried to divide a number by 0.  Either something was wrong in
>    your logic, or you need to put a conditional in to guard against
>    meaningless input.

That indicates something went wrong earlier in getting $physical_memory 
(assuming you're using v0.8.6). Any error messages or warnings at the 
start?. Try chucking some print statements in the os_setup function to 
see where it's going wrong.

I should point out that I've nothing to do with the MySQLTuner project, 
I've not even actually run it myself, just looked at the output with the 
guys that look after the mysql/database.

Cheers
Toby

LEGAL NOTICE
Unless expressly stated otherwise, information contained in this
message is confidential. If this message is not intended for you,
please inform postmaster at ccdc.cam.ac.uk and delete the message.
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From mwinn at douglasbattery.com  Thu Mar 13 12:11:55 2008
From: mwinn at douglasbattery.com (Mike Winn)
Date: Thu, 13 Mar 2008 12:11:55 -0400
Subject: [rt-users] Rights questions on ticket creation and assignment
Message-ID: <47D9524B.1070709@douglasbattery.com>

RT 3.4.4

First question, which should be fairly simple:  Is there a way to allow 
folks to reply to their tickets via email without allowing Everyone to 
have 'Reply To Ticket' granted?   Ideally I would like for  a requestor, 
owner, cc, admincc, or anyone who has emailed in on a ticket to be able 
to reply to their own ticket, but not to everyone else's as is the case 
with the 'Reply To Ticket' granted to 'Everyone.'  In reading through 
documentation, it seems as though this is the only way to make email 
replies work in that manner?  I am not particularly interested in 
allowing folks from other email addresses to reply to a ticket where 
they were not already getting email as either the owner, requestor, cc, 
or admincc. 
Next question:  I am using the self-service interface along with 
authenticating to LDAP for basic users (that do not do work in any 
queues, but for example need to submit requests to MIS.)  They needed a 
custom form, and rather than trying to parse this via email it was 
simpler in my opinion for folks that are not privileged to hit the SS 
interface and submit requests there.  Any unprivileged needs to be able 
to submit a request to any queue.  This isn't a problem and works as it 
should.  Where I run into an issue is with Privileged users having the 
same ability in the normal RT interface, and thus they have the ability 
to make a ticket in any queue.  What happens is that unfortunately they 
can assign a ticket directly to a queue member without the queue admin 
assigning it to a user first, which poses a serious issue for our 
organization.
Is there a way to change this to where one has the ability to submit a 
ticket to any queue but only either themselves or 'nobody' without 
removing the SeeQueue permission?  (Assuming the normal RT interface, 
Self-Service interface of course doesn't have the option even available 
thus the point is moot.)  I feel like I may be missing the obvious on 
this one and was hoping someone could help me out.
Thanks!

-Mike


From falcone at bestpractical.com  Thu Mar 13 12:19:40 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 13 Mar 2008 12:19:40 -0400
Subject: [rt-users] Showing custom fields with command line RT - [Pork]
	Email found in subject
In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A80462806DA1@kookaburra.TLCIT.biz>
References: <20080313122222.305BA4D80C4@diesel.bestpractical.com>
	<3F63AA5E6554DB4D92D1DBB1D4A80462806DA1@kookaburra.TLCIT.biz>
Message-ID: <7A23CCE1-1556-4ADD-99F9-9FB145D5803E@bestpractical.com>


On Mar 13, 2008, at 11:06 AM, Ben Robson wrote:

> Stef,
>
> I have been trying to work out this exact same thing for the past  
> week now, in fact I put a similar post to this maillist  
> approximately 3 days ago, with little assistance.
>
> Thus far I have found the documentation that implies custom fields  
> can be referenced by 'CF-CustomFieldName'.  However my testing of  
> this results in nothing (at best I get a ':' where asking for Status  
> might give 'Status: open').
>
> One thing I did find was that, in a documented example, if you asked  
> for a verbose show of a ticket it would show custom field values  
> along with the standard field values, however in my testing I only  
> get the standard fields being shown.
>
> I am now wondering if something has been changed in command-line rt  
> that means the CF-CustomFieldName is still the correct syntax, but  
> that the command-line rt can't see custom-fields for display any  
> more (it can still search, but can't display them).

That syntax works here

rt-3.6.6$ ./bin/rt  show ticket/1 -f id,queue,CF-Testing
id: ticket/1
Queue: General
CF-Testing: testing value

Perhaps the user bin/rt is logging in as lacks permissions?

-kevin
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From gevans at hcc.net  Thu Mar 13 12:20:05 2008
From: gevans at hcc.net (Greg Evans)
Date: Thu, 13 Mar 2008 09:20:05 -0700
Subject: [rt-users] Custom Display of item in ticket for certain group??
Message-ID: <004001c88526$19a60020$1200a8c0@hcc.local>

I made modifications as shown by someone on the list to add some items to
the people section.  For example, my "People" section of a ticket now looks
like this:

X People 
Requestors: username at mydomain.com 
Real Name:  Customers Real Name
RT Username: username
Home Phone: 555-555-5555
Work Phone:
Mobile Phone:
Cable Modem Type:
Cable Modem MAC:
Email Address: username at mydomain.com
Email Password: Plaintext_password
________________________________________
Owner: gevans <support at mydomain.net> 
Cc:
AdminCc:


This was set up this way because I and a few others need to have access to
the users password.  We have another group that does some after-hours work
for us and I would like for them to see all of the same information, but NOT
the password. Would this be something I do with templates or ???  

I was thinking something like this:

People 
Requestors: username at mydomain.com  
Real Name:  Customers Real Name 
RT Username: username 
Home Phone: 555-555-5555 
Work Phone: 
Mobile Phone: 
Cable Modem Type: 
Cable Modem MAC: 
Email Address: username at mydomain.com 
Email Password: ******** 
________________________________________ 
Owner: gevans <support at mydomain.net>  
Cc: 
AdminCc:

Not even a clue where I might begin on this. Maybe a scrip that if the user
is in Group "B" then change the password to ****'s?  Not sure, so I thought
I would ask.


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 



From gdunn01 at harris.com  Thu Mar 13 12:31:31 2008
From: gdunn01 at harris.com (Graham Dunn)
Date: Thu, 13 Mar 2008 12:31:31 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47D94DF4.7020802@ccdc.cam.ac.uk>
References: <47D92241.7070002@sun.com>
	<47D93006.6050500@ccdc.cam.ac.uk>	<47D9451F.8050901@sun.com>
	<47D94DF4.7020802@ccdc.cam.ac.uk>
Message-ID: <47D956E3.1020302@harris.com>

Toby Darling wrote:
> Hi Richard
> 
>> That crashes out with a divide by zero error in the scripting, but it 
>> looks really cool.
>>
>> [--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
>> [--] Data in MyISAM tables: 2M (Tables: 39)
>> [--] Data in InnoDB tables: 1015M (Tables: 20)
>> Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1)
>>
>> Illegal division by zero at ./mysqltuner.pl line 362 (#2)
>>    (F) You tried to divide a number by 0.  Either something was wrong in
>>    your logic, or you need to put a conditional in to guard against
>>    meaningless input.
> 
> That indicates something went wrong earlier in getting $physical_memory 
> (assuming you're using v0.8.6). Any error messages or warnings at the 
> start?. Try chucking some print statements in the os_setup function to 
> see where it's going wrong.

If you're running under FreeBSD < 7 (I think), change:

         } elsif ($os =~ /BSD/) {^M
                 $physical_memory = `sysctl -n hw.realmem`;^M
                 $swap_memory = `swapinfo | grep '^/' | awk '{ s+= \$2 } 
END { print s }'`;^M

to

         } elsif ($os =~ /BSD/) {^M
                 $physical_memory = `sysctl -n hw.physmem`;^M
                 $swap_memory = `swapinfo | grep '^/' | awk '{ s+= \$2 } 
END { print s }'`;^M





From gleduc at mail.sdsu.edu  Thu Mar 13 12:36:56 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 13 Mar 2008 09:36:56 -0700
Subject: [rt-users] Rights questions on ticket creation and  assignment
In-Reply-To: <47D9524B.1070709@douglasbattery.com>
References: <47D9524B.1070709@douglasbattery.com>
Message-ID: <6.2.1.2.2.20080313093219.02326150@mail.sdsu.edu>

Hi Mike,

Sounds like you want (in 3.6.3 anyway, maybe also in 3.4.4) to assign 
rights to global roles.

   Configuration > Global > Group Rights

and then grant ReplyToTicket to the Requestor role.

Regards,
Gene

At 09:11 AM 3/13/2008, Mike Winn wrote:
>RT 3.4.4
>
>First question, which should be fairly simple:  Is there a way to allow
>folks to reply to their tickets via email without allowing Everyone to
>have 'Reply To Ticket' granted?   Ideally I would like for  a requestor,
>owner, cc, admincc, or anyone who has emailed in on a ticket to be able
>to reply to their own ticket, but not to everyone else's as is the case
>with the 'Reply To Ticket' granted to 'Everyone.'  In reading through
>documentation, it seems as though this is the only way to make email
>replies work in that manner?  I am not particularly interested in
>allowing folks from other email addresses to reply to a ticket where
>they were not already getting email as either the owner, requestor, cc,
>or admincc.
><snip>
>-Mike


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From joe.casadonte at oracle.com  Thu Mar 13 13:05:59 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Thu, 13 Mar 2008 13:05:59 -0400
Subject: [rt-users] Custom Display of item in ticket for certain group??
In-Reply-To: <004001c88526$19a60020$1200a8c0@hcc.local>
References: <004001c88526$19a60020$1200a8c0@hcc.local>
Message-ID: <47D95EF7.2020401@oracle.com>

On 3/13/2008 12:20 PM, Greg Evans wrote:

> Not even a clue where I might begin on this. Maybe a scrip that if the user
> is in Group "B" then change the password to ****'s?  Not sure, so I thought
> I would ask.

Actually, you're pretty close.

1) add a new Group right for people that will see the password (e.g. 
SeePassword) -- see the top of MoreAboutPrivilegedUsers on the wiki for 
how to do this

2) give this new right to the group that needs it

3) Wherever it is that you added the code to print the password, add a 
new if block:

Email Address: username at mydomain.com
%my($displayedPassword) = "***";
%if ( $Ticket->CurrentUserHasRight('SeePassword') ) {
%   $displayedPassword = WhateverYouSetItToNow;
%}
Email Password: <% $displayedPassword %>


See CleanlyCustomizeRT for more info.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From lgrella at acquiremedia.com  Thu Mar 13 13:18:17 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Thu, 13 Mar 2008 10:18:17 -0700 (PDT)
Subject: [rt-users]  Quick search,
 reminders and quick ticket creation Missing from RT at a glance
Message-ID: <16032293.post@talk.nabble.com>


I edited RT At A Glance from configuration->global->rt at a glance, and all I
did was add a view MY Requests to the page. After logging out and back in
again, All I see are the 3 reports from the left hand side: my top 10
tickets I own, top 10 tickets unowned, and My Requests. The rest of the page
disappeared - the reminders box, the box that shows quick search (with all
the queues) and at the bottom - quick ticket creation.

How did this disappear, and how can I get it back?
Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/Quick-search%2C-reminders-and-quick-ticket-creation-Missing-from-RT-at-a-glance-tp16032293p16032293.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Thu Mar 13 14:07:08 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 13 Mar 2008 14:07:08 -0400
Subject: [rt-users] need help w/ fastcgi..
In-Reply-To: <7D3405B5488C0648B39948C26AE91A9B0AFFACB6@rocexch01.currentcomm.com>
References: <7D3405B5488C0648B39948C26AE91A9B0AFFACB6@rocexch01.currentcomm.com>
Message-ID: <5BE28D35-4E0B-4D19-B3FB-3D5BF6BE0FBC@bestpractical.com>


On Mar 12, 2008, at 10:06 AM, King, Aubrey wrote:

> [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 6806)
> FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid
> 6806), execle() failed: No such file or directory [Tue Mar 11 19:50:38
> 2008] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid
> 6806) terminated by calling exit with status '255'
> [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
> seconds given 3 attempts, its restart interval has been backed off to
> 600 seconds [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
> seconds given 3 attempts, its restart interval has been backed off to
> 600 seconds

Check the first line of /opt/rt3/bin/mason_handler.fcgi
it should look something like
#!/usr/bin/perl
make sure that the perl it points to exists

-kevin


From aking at currentgroup.com  Thu Mar 13 16:29:26 2008
From: aking at currentgroup.com (King, Aubrey)
Date: Thu, 13 Mar 2008 16:29:26 -0400
Subject: [rt-users] need help w/ fastcgi..
In-Reply-To: <5BE28D35-4E0B-4D19-B3FB-3D5BF6BE0FBC@bestpractical.com>
Message-ID: <7D3405B5488C0648B39948C26AE91A9B0B0868C3@rocexch01.currentcomm.com>

It does exist.

None of this matters now anyways.  We ended up just going w/ mod_perl,
as fastcgi is crap in comparison (imo).

Thanks to those of you who got back to me on this.

-aubrey 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Thursday, March 13, 2008 2:07 PM
To: RT Users
Subject: Re: [rt-users] need help w/ fastcgi..


On Mar 12, 2008, at 10:06 AM, King, Aubrey wrote:

> [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 6806)
> FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid 
> 6806), execle() failed: No such file or directory [Tue Mar 11 19:50:38

> 2008] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid
> 6806) terminated by calling exit with status '255'
> [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 
> seconds given 3 attempts, its restart interval has been backed off to 
> 600 seconds [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 
> seconds given 3 attempts, its restart interval has been backed off to 
> 600 seconds

Check the first line of /opt/rt3/bin/mason_handler.fcgi it should look
something like #!/usr/bin/perl make sure that the perl it points to
exists

-kevin
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From jarends at uiuc.edu  Thu Mar 13 17:02:02 2008
From: jarends at uiuc.edu (John Arends)
Date: Thu, 13 Mar 2008 16:02:02 -0500
Subject: [rt-users] How to deal with people reopening old tickets
Message-ID: <47D9964A.8050109@uiuc.edu>

We have 2 problems that I would classify as lying somewhere between 
being technology problems and user education. I have a few ideas but I'm 
curious to hear how others have dealt with these issues.

1. How do you deal with thank you messages? We resolve a ticket, and get 
a reply that says 'thanks' which then re-opens the ticket.

2. How do you deal with users who use an old email as their 'entry 
point' into your ticketing system? This happens where a user keeps an 
old email around, and keeps replying to it. So you might have a ticket 
from 6 months ago that refers to a printer installation, and the person 
just replies to it and says 'oh my internet is slow now'

The problem is that since these replies don't go through the proper work 
flow, staff may not see them and the issue won't be handled appropriately.


So we have discussed a few options. One option is definitely user 
education. Another might be to not allow resolved tickets to be reopened 
through replies. We could outright reject new text appended to them and 
send a message that the user should create a new ticket as one example.

I'm curious to see what others are doing as we try to explore our options.

-John


From aking at currentgroup.com  Thu Mar 13 17:47:53 2008
From: aking at currentgroup.com (King, Aubrey)
Date: Thu, 13 Mar 2008 17:47:53 -0400
Subject: [rt-users] How to deal with people reopening old tickets
In-Reply-To: <47D9964A.8050109@uiuc.edu>
Message-ID: <7D3405B5488C0648B39948C26AE91A9B0B086966@rocexch01.currentcomm.com>

Number one is always a headache.

Number 2 could be resolved w/ a procmail recipe or such.  If you don't
use the rt cli tools, you should.  I say this because you could config
procmail to check the date on a case before it hits the mailgate.  If
date is too old (3 months?), then it mails the person back telling them
how to open a new ticket.  We had 'proxy' accounts set up on my old rt2
box at the last job specifically for this sort of thing.  You could set
up as many of these 'proxy' accounts as needed.  Another thing that
might help is that Joe Average might not want another password to
another ticketing system (that was the case at my old job), so we dumbed
the whole process down by making webform frontends for all of our
queues.  Webform dumps to mail and voila.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John
Arends
Sent: Thursday, March 13, 2008 5:02 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] How to deal with people reopening old tickets

We have 2 problems that I would classify as lying somewhere between
being technology problems and user education. I have a few ideas but I'm
curious to hear how others have dealt with these issues.

1. How do you deal with thank you messages? We resolve a ticket, and get
a reply that says 'thanks' which then re-opens the ticket.

2. How do you deal with users who use an old email as their 'entry
point' into your ticketing system? This happens where a user keeps an
old email around, and keeps replying to it. So you might have a ticket
from 6 months ago that refers to a printer installation, and the person
just replies to it and says 'oh my internet is slow now'

The problem is that since these replies don't go through the proper work
flow, staff may not see them and the issue won't be handled
appropriately.


So we have discussed a few options. One option is definitely user 
education. Another might be to not allow resolved tickets to be reopened

through replies. We could outright reject new text appended to them and 
send a message that the user should create a new ticket as one example.

I'm curious to see what others are doing as we try to explore our
options.

-John
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Commercial support: sales at bestpractical.com


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Buy a copy at http://rtbook.bestpractical.com

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The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained herein is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this message from your system.


From KFCrocker at lbl.gov  Thu Mar 13 19:39:15 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 13 Mar 2008 16:39:15 -0700
Subject: [rt-users] How to deal with people reopening old tickets
In-Reply-To: <47D9964A.8050109@uiuc.edu>
References: <47D9964A.8050109@uiuc.edu>
Message-ID: <47D9BB23.8070603@lbl.gov>

John,


	We put a message at the VERY TOP of the Resolve template that reads "DO 
NOT REPLY TO THIS MESSAGE!!!". It works most of the time. For those that 
do NOT pay attention, we remove the "CreateTicket" right, so they have 
to go thru the WebUI in the future and if that doesn't work, we would 
remove them as a privileged member. That way they could GET emails, but 
not reply to them thru RT.
	All in all, there no "easy" way. You just have to try a couple things 
and hope it works. I like to think that user education is the easiest 
and most productive, but sometime the punitive method (remove rights, 
etc.) has to be employed. Lots of luck.


Kenn
LBNL

On 3/13/2008 2:02 PM, John Arends wrote:
> We have 2 problems that I would classify as lying somewhere between 
> being technology problems and user education. I have a few ideas but I'm 
> curious to hear how others have dealt with these issues.
> 
> 1. How do you deal with thank you messages? We resolve a ticket, and get 
> a reply that says 'thanks' which then re-opens the ticket.
> 
> 2. How do you deal with users who use an old email as their 'entry 
> point' into your ticketing system? This happens where a user keeps an 
> old email around, and keeps replying to it. So you might have a ticket 
> from 6 months ago that refers to a printer installation, and the person 
> just replies to it and says 'oh my internet is slow now'
> 
> The problem is that since these replies don't go through the proper work 
> flow, staff may not see them and the issue won't be handled appropriately.
> 
> 
> So we have discussed a few options. One option is definitely user 
> education. Another might be to not allow resolved tickets to be reopened 
> through replies. We could outright reject new text appended to them and 
> send a message that the user should create a new ticket as one example.
> 
> I'm curious to see what others are doing as we try to explore our options.
> 
> -John
> _______________________________________________
> 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
> 



From benr at tlcdatasecurity.com.au  Thu Mar 13 20:34:18 2008
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Fri, 14 Mar 2008 11:34:18 +1100
Subject: [rt-users] Showing custom fields with command line RT -
	[Pork]Email found in subject - [Pork] Email found in subject
In-Reply-To: <7A23CCE1-1556-4ADD-99F9-9FB145D5803E@bestpractical.com>
References: <20080313122222.305BA4D80C4@diesel.bestpractical.com><3F63AA5E6554DB4D92D1DBB1D4A80462806DA1@kookaburra.TLCIT.biz>
	<7A23CCE1-1556-4ADD-99F9-9FB145D5803E@bestpractical.com>
Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A80462D04DB2@kookaburra.TLCIT.biz>

Kevin,
 
Bingo!  (Actually I'm somewhat miffed I didn't think of this before).  I
don't supposed you know how to reference (using the CF-* syntax) custom
fields with spaces in their names?
 
BenR
 
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Friday, 14 March 2008 3:20 AM
To: RT Users
Subject: Re: [rt-users] Showing custom fields with command line RT -
[Pork]Email found in subject - [Pork] Email found in subject
 
 
On Mar 13, 2008, at 11:06 AM, Ben Robson wrote:



Stef,
 
I have been trying to work out this exact same thing for the past week
now, in fact I put a similar post to this maillist approximately 3 days
ago, with little assistance.
 
Thus far I have found the documentation that implies custom fields can
be referenced by 'CF-CustomFieldName'.  However my testing of this
results in nothing (at best I get a ':' where asking for Status might
give 'Status: open').
 
One thing I did find was that, in a documented example, if you asked for
a verbose show of a ticket it would show custom field values along with
the standard field values, however in my testing I only get the standard
fields being shown.
 
I am now wondering if something has been changed in command-line rt that
means the CF-CustomFieldName is still the correct syntax, but that the
command-line rt can't see custom-fields for display any more (it can
still search, but can't display them).
 
That syntax works here
 
rt-3.6.6$ ./bin/rt  show ticket/1 -f id,queue,CF-Testing
id: ticket/1
Queue: General
CF-Testing: testing value
 
Perhaps the user bin/rt is logging in as lacks permissions?
 
-kevin
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From mathew_ericson at agilent.com  Thu Mar 13 21:28:01 2008
From: mathew_ericson at agilent.com (mathew_ericson at agilent.com)
Date: Fri, 14 Mar 2008 09:28:01 +0800
Subject: [rt-users] OnCreate NotifyAdminCcs
Message-ID: <EB04594A9369C8498D30DE6B849F3454020E8A05@sgp-sg-mb01.sgp.agilent.com>

Rt-users,

 

I was wondering if you could help me - I am trying to develop a Scrip custom condition that will prevent notification if a "Owner: <owner>" field has been emailed in ticket creation. We are using RT to generate tickets via email and in some cases we assign the owner on submission - the entire team that is 'watching' the queue does not need to receive email about tickets that already have an owner.

 

OnCreateNotifyAdminCc

Condition: OnCreate

Action: Notify AdminCcs

Template: Global template: Transaction

Stage: TransactionCreate

 

Custom condition:

my $transactionType = $self->TransactionObj->Type;

my $ticketOwner = $self->TicketObj->Owner;

 

if ($transactionType eq 'Create') {

    return 1 if ($ticketOwner()->Id() != $RT::Nobody()->Id()); 

}

return 0;

 

Ultimately we only want to continue executing the script if the owner is NOT Nobody.

 

Regards Mathew

 

Mathew Ericson

IT Specialist (Systems Design)

Agilent Technologies, Inc.

+613 9210-5956 Tel

 

 

 

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From torsten.brumm at Kuehne-Nagel.com  Fri Mar 14 03:29:50 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 14 Mar 2008 08:29:50 +0100
Subject: [rt-users] Ticket Tabs
In-Reply-To: <EB04594A9369C8498D30DE6B849F3454020E8A05@sgp-sg-mb01.sgp.agilent.com>
References: <EB04594A9369C8498D30DE6B849F3454020E8A05@sgp-sg-mb01.sgp.agilent.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394010CEB66@w3hamboex11.ger.win.int.kn>

Hi RT Gurus,
 
hopefully a simple question. I'm trying to change the Ticket Tabs File, i would like to change the History Link from opening inside the normal RT window to open in a new window, like a "real" print preview.
 
Found this part at /ticket/elements/tabs:
 
    _Ab => { title => loc('History'),
             path  => "Ticket/History.html?id=" . $id, },

I'm not sure how to add something like target=_blank
 
Any ideas?
 
Thanks
 
Torsten

K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne



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From torsten.brumm at Kuehne-Nagel.com  Fri Mar 14 03:47:35 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 14 Mar 2008 08:47:35 +0100
Subject: [rt-users] Can I completely remove reminders from RT?
In-Reply-To: <15721275.post@talk.nabble.com>
References: <15721275.post@talk.nabble.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394010CEB79@w3hamboex11.ger.win.int.kn>

Hi Igrella,

Sure, i've done this yesterday. 

1. remove the reminders from your RT_SiteConfig.pm

Set($HomepageComponents, [qw(.......

2. Remove the Element from /Elements/MyReminder

3. Change the /Tickets/Elements/Tabs

Remove:

    _F => { title => loc('Reminders'),
            path  => "Ticket/Reminders.html?id=" . $id,
            separator => 1, },

4. Reset the RT At A Glance default Screen (Admin/Global/RT at a glance) for all users (remove Reminders if you find it there)

Hopefully this helps

Torsten 


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von lgrella
Gesendet: Mittwoch, 27. Februar 2008 20:40
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] Can I completely remove reminders from RT?


I have been reading that reminders belong to a queue and not really to the ticket. I can see this complicating things, and I don't want reminders as part of my system.
I do not want the reminders box on the RT at a glance page, and do not want them on the tickets page. Is there any way to fully remove this?

Thanks
--
View this message in context: http://www.nabble.com/Can-I-completely-remove-reminders-from-RT--tp15721275p15721275.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

_______________________________________________
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



From torsten.brumm at Kuehne-Nagel.com  Fri Mar 14 03:50:47 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 14 Mar 2008 08:50:47 +0100
Subject: [rt-users] RT at a Glance - show tickets I've requested?
In-Reply-To: <6fafefb40803130608j53ab4e15mb4d700bfe5c67f1@mail.gmail.com>
References: <16012526.post@talk.nabble.com>
	<6fafefb40803130608j53ab4e15mb4d700bfe5c67f1@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394010CEB81@w3hamboex11.ger.win.int.kn>

Hi Chris, Laura,

Many weeks ago i found this piece of code (think it's from Steven Turner).

__

<&| /Widgets/TitleBox, title =>  $title &>
<& /Elements/TicketList, Title   => $title,
                         Format  => @Format,
                         Query   => $Query,
                         Order   => $Order,
                         OrderBy => $OrderBy,
                         BaseURL => $BaseURL,
                         Rows => $Rows,
                         Page    => $Page &>
</&>

<%INIT>
my $Rows = $RT::MyRequestsLength;
my $id = $session{'CurrentUser'}->id;
my $Query = "( "
    . join( ' OR ', map "$_.id = $id", @roles )
    . ")";
if ( @status ) {
    $Query .= " AND ( "
        . join( ' OR ', map "Status = '$_'", @status )
        . " )";
}
my $Order = "ASC";
my $OrderBy = "Created";
my @Format = qq{
   '<B><A HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
   Priority,
   Status,
   '<B><A HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
   QueueName,
   OwnerName};
</%INIT>

<%ARGS>
$friendly_status => loc('open')
$title => loc("My [_1] requests", $friendly_status)
@roles => ('Watcher')
@status => ('open', 'new', 'stalled', 'accepted', 'implement', 'verified', 'pending', 'authorized')
$BaseURL => undef
$Page => 1
</%ARGS>
__

Place it under /local/html/Elements and give it a good name.

Add it to your sideconfig as well

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Chris
Gesendet: Donnerstag, 13. M?rz 2008 14:08
An: lgrella
Cc: RT Users
Betreff: Re: [rt-users] RT at a Glance - show tickets I've requested?

Laura,

Here's what I did for this purpose:
http://www.gossamer-threads.com/lists/rt/users/70506?#70506 . I think this is what you need, anyway.

Have fun!

On Wed, Mar 12, 2008 at 3:33 PM, lgrella <lgrella at acquiremedia.com> wrote:
>
>  Is it possible to edit a user's RT at a Glance so that in addition to 
> top 10  tickets I own and top 10 unowned tickets, it also shows the 
> user top 10  tickets that I have requested?
>
>  Thanks,
>  Laura
>  --
>  View this message in context: 
> http://www.nabble.com/RT-at-a-Glance---show-tickets-I%27ve-requested--
> tp16012526p16012526.html  Sent from the Request Tracker - User mailing 
> list archive at Nabble.com.
>
>  _______________________________________________
>  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
>
_______________________________________________
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



From torsten.brumm at Kuehne-Nagel.com  Fri Mar 14 04:12:46 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 14 Mar 2008 09:12:46 +0100
Subject: [rt-users] What is the advantage of: CSS::Squish
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394010CEB81@w3hamboex11.ger.win.int.kn>
References: <16012526.post@talk.nabble.com><6fafefb40803130608j53ab4e15mb4d700bfe5c67f1@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CEB81@w3hamboex11.ger.win.int.kn>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394010CEBAD@w3hamboex11.ger.win.int.kn>

Hi RT Developer,

Can anybody tell me the advantage of CSS::Squish Module? From the Readme of this perl module i found that it parses the main.css (for rt in this case) and creates a "large" css with all "sub css" loaded from main.css.

What is the main advantage to do this? How will this work together with other modules calling directly their css files like rtfm, at or calendar ?

Thanks

Torsten

K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne





From mike.peachey at jennic.com  Fri Mar 14 06:07:56 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 14 Mar 2008 10:07:56 +0000
Subject: [rt-users] Awareness of the RT IRC channel
Message-ID: <47DA4E7C.3070005@jennic.com>

I just wanted to give everyone a poke to remind them that there is an 
IRC channel dedicated to RT.

Server: irc.perl.org
Channel: #rt

It's getting a bit cold in there. If no-one's talking, talk to us!

Feel free to stop by!
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From sven.sternberger at desy.de  Fri Mar 14 06:28:51 2008
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Fri, 14 Mar 2008 11:28:51 +0100
Subject: [rt-users] Get all email adresses of  a group!
Message-ID: <1205490531.5629.20.camel@pcx4546.desy.de>

hi!

looked for a simple way to get all email adresses
of a group. I wrote the 1line shell script attached to
the mail, but I'm curious how this look via the perl api.

regards!

sven
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From stef at aoc-uk.com  Fri Mar 14 06:54:18 2008
From: stef at aoc-uk.com (Stef Morrell)
Date: Fri, 14 Mar 2008 10:54:18 -0000
Subject: [rt-users] Showing custom fields with command line RT
	-[Pork]Email found in subject - [Pork] Email found in subject
In-Reply-To: <FLATULOUS4uE43CaFc3000016e5@flatulous.aoc-uk.com>
References: <20080313122222.305BA4D80C4@diesel.bestpractical.com><3F63AA5E6554DB4D92D1DBB1D4A80462806DA1@kookaburra.TLCIT.biz><7A23CCE1-1556-4ADD-99F9-9FB145D5803E@bestpractical.com>
	<FLATULOUS4uE43CaFc3000016e5@flatulous.aoc-uk.com>
Message-ID: <20080314105415.933004D80D1@diesel.bestpractical.com>

Kevin,

Thanks - that works fine for me.

Ben, have you tried escaping the space on the command line?
 
eg

rt show ticket/1 -f id,queue,CF-Custom\ Field

regards

Stef
Stefan Morrell          | Operations Director
Tel: 0845 3452820       | Alpha Omega Computers Ltd
Fax: 0845 3452830       | Incorporating Level 5 Internet
stef at aoc-uk.com         | stef at l5net.net

Alpha Omega Computers Ltd, Unit 57, BBTC, Grange Road, Batley, WF17 6ER.
Registered in England No. 3867142.  VAT No. GB734421454 

 


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben
Robson
	Sent: 14 March 2008 00:34
	To: Kevin Falcone; RT Users
	Subject: Re: [rt-users] Showing custom fields with command line
RT -[Pork]Email found in subject - [Pork] Email found in subject
	
	

	Kevin,

	 

	Bingo!  (Actually I'm somewhat miffed I didn't think of this
before).  I don't supposed you know how to reference (using the CF-*
syntax) custom fields with spaces in their names?

	 

	BenR

	 

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
	Sent: Friday, 14 March 2008 3:20 AM
	To: RT Users
	Subject: Re: [rt-users] Showing custom fields with command line
RT - [Pork]Email found in subject - [Pork] Email found in subject

	 

	 

	On Mar 13, 2008, at 11:06 AM, Ben Robson wrote:

	
	
	

	Stef,

	 

	I have been trying to work out this exact same thing for the
past week now, in fact I put a similar post to this maillist
approximately 3 days ago, with little assistance.

	 

	Thus far I have found the documentation that implies custom
fields can be referenced by 'CF-CustomFieldName'.  However my testing of
this results in nothing (at best I get a ':' where asking for Status
might give 'Status: open').

	 

	One thing I did find was that, in a documented example, if you
asked for a verbose show of a ticket it would show custom field values
along with the standard field values, however in my testing I only get
the standard fields being shown.

	 

	I am now wondering if something has been changed in command-line
rt that means the CF-CustomFieldName is still the correct syntax, but
that the command-line rt can't see custom-fields for display any more
(it can still search, but can't display them).

	 

	That syntax works here

	 

	rt-3.6.6$ ./bin/rt  show ticket/1 -f id,queue,CF-Testing

	id: ticket/1

	Queue: General

	CF-Testing: testing value

	 

	Perhaps the user bin/rt is logging in as lacks permissions?

	 

	-kevin

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From jesse at bestpractical.com  Fri Mar 14 09:10:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 14 Mar 2008 09:10:03 -0400
Subject: [rt-users] What is the advantage of: CSS::Squish
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394010CEBAD@w3hamboex11.ger.win.int.kn>
References: <16012526.post@talk.nabble.com><6fafefb40803130608j53ab4e15mb4d700bfe5c67f1@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CEB81@w3hamboex11.ger.win.int.kn>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CEBAD@w3hamboex11.ger.win.int.kn>
Message-ID: <6485BE98-5148-409D-96EC-A0468C9D3B29@bestpractical.com>


On Mar 14, 2008, at 4:12 AM, Ham MI-ID, Torsten Brumm wrote:

> Hi RT Developer,
>
> Can anybody tell me the advantage of CSS::Squish Module? From the  
> Readme of this perl module i found that it parses the main.css (for  
> rt in this case) and creates a "large" css with all "sub css" loaded  
> from main.css.


So. One CSS file loads faster than 20.  Users get their page faster :)


>
>
> What is the main advantage to do this? How will this work together  
> with other modules calling directly their css files like rtfm, at or  
> calendar ?

If they add their CSS to main.css, then it should include them  
automatically. if they stick them in the page header, then it won't  
but they should continue to work the "regular" way.
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From joe.casadonte at oracle.com  Fri Mar 14 09:44:02 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 14 Mar 2008 09:44:02 -0400
Subject: [rt-users] Ticket Tabs
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394010CEB66@w3hamboex11.ger.win.int.kn>
References: <EB04594A9369C8498D30DE6B849F3454020E8A05@sgp-sg-mb01.sgp.agilent.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CEB66@w3hamboex11.ger.win.int.kn>
Message-ID: <47DA8122.2070105@oracle.com>

On 3/14/2008 3:29 AM, Ham MI-ID, Torsten Brumm wrote:

> I'm not sure how to add something like target=_blank
>  
> Any ideas?

In 3.6.6, you'd have to change /Elements/PageLayout to understand what 
to do with an OPTIONAL attribute (i.e. hash key) of 'target' (or 
whatever).  Then in Ticket/Elements/Tabs, add the 'target' key & value 
to the hash.

See CleanlyCustomizeRT for details on how to make the structural changes 
necessary to then make the programmatic changes.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From ruz at bestpractical.com  Fri Mar 14 09:56:02 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 14 Mar 2008 16:56:02 +0300
Subject: [rt-users] What is the advantage of: CSS::Squish
In-Reply-To: <6485BE98-5148-409D-96EC-A0468C9D3B29@bestpractical.com>
References: <16012526.post@talk.nabble.com>
	<6fafefb40803130608j53ab4e15mb4d700bfe5c67f1@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CEB81@w3hamboex11.ger.win.int.kn>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CEBAD@w3hamboex11.ger.win.int.kn>
	<6485BE98-5148-409D-96EC-A0468C9D3B29@bestpractical.com>
Message-ID: <589c94400803140656r5fade2c1q99723252110da7a9@mail.gmail.com>

On Fri, Mar 14, 2008 at 4:10 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>  On Mar 14, 2008, at 4:12 AM, Ham MI-ID, Torsten Brumm wrote:
>
>  > Hi RT Developer,
>  >
[snip]

>  > What is the main advantage to do this? How will this work together
>  > with other modules calling directly their css files like rtfm, at or
>  > calendar ?
>
>  If they add their CSS to main.css, then it should include them
>  automatically. if they stick them in the page header, then it won't
>  but they should continue to work the "regular" way.
I've implemented it in such way that extensions can take advantage
also by pointing to its main css file using squished suffix and then
the file will be squished as well. For example if you have xxx.css,
then you link it from a page as xxx-squished.css and RT will generate
one file by inlining all includes.

>
> _______________________________________________
>  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 falcone at bestpractical.com  Fri Mar 14 10:04:21 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 14 Mar 2008 10:04:21 -0400
Subject: [rt-users] Get all email adresses of  a group!
In-Reply-To: <1205490531.5629.20.camel@pcx4546.desy.de>
References: <1205490531.5629.20.camel@pcx4546.desy.de>
Message-ID: <02623E07-3062-4880-AB4D-D9C3A0FB884C@bestpractical.com>


On Mar 14, 2008, at 6:28 AM, Sven Sternberger wrote:

> looked for a simple way to get all email adresses
> of a group. I wrote the 1line shell script attached to
> the mail, but I'm curious how this look via the perl api.

You can use the MemberEmailAddresses method
on RT::Group, which you can get using the LoadUserDefinedGroup
method (both defined in Group_Overlay.pm if you want to see
the code and docs)

-kevin


From gleduc at mail.sdsu.edu  Fri Mar 14 11:28:57 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 14 Mar 2008 08:28:57 -0700
Subject: [rt-users] OnCreate NotifyAdminCcs
In-Reply-To: <EB04594A9369C8498D30DE6B849F3454020E8A05@sgp-sg-mb01.sgp.a
	gilent.com>
References: <EB04594A9369C8498D30DE6B849F3454020E8A05@sgp-sg-mb01.sgp.agilent.com>
Message-ID: <6.2.1.2.2.20080314081615.023519b0@mail.sdsu.edu>

Hi Mathew,

Since you already have a scrip that has conditions that determine whether 
or not to assign an owner when the ticket is created, I'd just copy those 
conditions into another scrip and negate them to determine whether to send 
the e-mail notification.  Timing in RT scrip execution can get tricky when 
one scrip is relying on another scrip having made a change.  Using the same 
conditions for your notification scrip doesn't rely on the owner having 
actually been changed yet.  Rather than using OnCreate, though, you need to 
use User-Defined for the condition.

Regards,
Gene

At 06:28 PM 3/13/2008, mathew_ericson at agilent.com wrote:
>I was wondering if you could help me ? I am trying to develop a Scrip 
>custom condition that will prevent notification if a ?Owner: <owner>? 
>field has been emailed in ticket creation. We are using RT to generate 
>tickets via email and in some cases we assign the owner on submission ? 
>the entire team that is ?watching? the queue does not need to receive 
>email about tickets that already have an owner.
>
>OnCreateNotifyAdminCc
>Condition: OnCreate
>Action: Notify AdminCcs
>Template: Global template: Transaction
>Stage: TransactionCreate
>
>Custom condition:
>my $transactionType = $self->TransactionObj->Type;
>my $ticketOwner = $self->TicketObj->Owner;
>
>if ($transactionType eq 'Create') {
>     return 1 if ($ticketOwner()->Id() != $RT::Nobody()->Id());
>}
>return 0;
>
>Ultimately we only want to continue executing the script if the owner is 
>NOT Nobody.
>
>Regards Mathew
>
>Mathew Ericson
>IT Specialist (Systems Design)
>Agilent Technologies, Inc.
>+613 9210-5956 Tel

-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From jboris at adphila.org  Fri Mar 14 11:54:38 2008
From: jboris at adphila.org (John  BORIS)
Date: Fri, 14 Mar 2008 11:54:38 -0400
Subject: [rt-users] Moving RT to another Server
Message-ID: <47DA677E0200002B00046B93@gw1.adphila.org>

I am part way finished moving a working RT-3.4.5 installation to a newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I have
it set right but now I got the "Almost There" page when I try to login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

<VirtualHost myserverip>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin myemail
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location /rt3>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From jsmoriss at mvlan.net  Fri Mar 14 12:48:43 2008
From: jsmoriss at mvlan.net (Jean-Sebastien Morisset)
Date: Fri, 14 Mar 2008 16:48:43 +0000
Subject: [rt-users] Why is this not working? Help!?
Message-ID: <20080314164843.GA24204@zaphod.mvlan.net>

Ack! It's driving me up the wall. Here's what's giving me so much grief:

---start-of-custom-condition---

# skip this scrip if the the transaction is not a status change,
# and the new status is not rejected or deleted.
return 0 unless (($self->TransactionObj->Type eq "Status") && ($self->TransactionObj->NewValue =~ /^(reject|delet)ed$/));

# if the owner is nobody, change it to the transaction creator
my $Actor = $self->TransactionObj->CreatorObj->Id;

if (($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id) && ($Actor != $RT::Nobody->Id)) {
    $RT::Logger->info("Auto assign ticket #".$self->TicketObj->id." to user #".$Actor);
    my ($val, $msg) = $self->TicketObj->SetOwner($Actor);
    die "Error: $msg" unless ($val);
}

return 1;

---end-of-custom-condition---

For some reason which escapes me, RT answers with the following when I
change the status to rejected or deleted:

    * Ticket 794: Status changed from 'open' to 'rejected'
    * Owner changed from root to Nobody

In the logs, I get this:

Mar 14 12:43:02 localhost RT: Auto assign ticket #794 to user #12 ((eval 427):9)\n
Mar 14 12:43:02 localhost RT: RT::User=HASH(0xa289dec) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User obejct as the first argument. (/opt/rt3/lib/RT/Base.pm:107)\n
Mar 14 12:43:02 localhost RT: RT::User=HASH(0xa289dec) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User obejct as the first argument. (/opt/rt3/lib/RT/Base.pm:107)\n

I tried as root and a user, but get the same results. Looking at all the
code I can find in the Wiki, this _should_ work!

Thanks,
js.
-- 
Jean-Sebastien Morisset, Sr. UNIX Administrator <jsmoriss at mvlan.net>


From jmoseley at corp.xanadoo.com  Fri Mar 14 14:04:49 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 14 Mar 2008 13:04:49 -0500
Subject: [rt-users]  Moving RT to another Server
Message-ID: <OFAE1D2F5E.C3758A61-ON8625740C.00634969-8625740C.00635012@pgtv.com>



Have you checked the other config files in /etc/httpd/conf.d?  Anyways,
that error is just informational and doesn't affect anything.

So the question is, does RT work now?


James Moseley




                                                                           
             "John  BORIS"                                                 
             <jboris at adphila.o                                             
             rg>                                                        To 
                                       <jmoseley at corp.xanadoo.com>         
             03/14/2008 12:51                                           cc 
             PM                        <rt-users-bounces at lists.bestpractic 
                                       al.com>                             
                                                                   Subject 
                                       Re: [rt-users] Moving RT to another 
                                       Server                              
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




James,
I did as you said but I get this message when I restart the httpd
daemon


Stopping httpd:                                            [  OK  ]
Starting httpd: [Fri Mar 14 13:49:58 2008] [warn] module fcgid_module
is already loaded, skipping


I checked the httpd.conf file and the only instance for that module is
what I added. Could that have been compiled in?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 12:28:06 PM >>>
Personally, since you have a new server to test with, I would take the
time
to upgrade to the latest version - 3.6.6.  Install the backed up mysql
database, run the scripts to adjust the DB schema, install HTTP and
mod_fcgid (via yum), install RT (from source), then run a 'make
testdeps'
to see what Perl modules are missing.  Then use CPAN or yum to get
those
installed.

You can also use your tarred 3.4.5 installation as well, but switching
to
mod_perl is going to be slower.  The Fedora repository doesn't contain
an
RPM for Apache's FastCGI, but it does contain mod_fcgid - an alternate
to
the Apache FastCGI module and works just as well.  The only thing you
need
to get this working on the new server is simply the Apache syntax to
use
with mod_fcgid.  Here's my config - it should get you up and working -
adjust the paths as necessary:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
             Sent by:
<rt-users at lists.bestpractical.com>
             rt-users-bounces@
cc
             lists.bestpractic

             al.com
Subject
                                       [rt-users] Moving RT to another

                                       Server

             03/14/2008 10:54

             AM













I am part way finished moving a working RT-3.4.5 installation to a
newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on
the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I
have
it set right but now I got the "Almost There" page when I try to
login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

<VirtualHost myserverip>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin myemail
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location /rt3>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
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






From gevans at hcc.net  Fri Mar 14 14:15:54 2008
From: gevans at hcc.net (Greg Evans)
Date: Fri, 14 Mar 2008 11:15:54 -0700
Subject: [rt-users] Anyone familiar with RTx::Calendar??
Message-ID: <000101c885ff$720da270$1200a8c0@hcc.local>

Everyone seems to get this error when I try to add it to the At A Glance
page. I know it is an extension, but thought that someone might be familiar
enough with it to point me in the right direction?

error:?
could not find component for path 'MyCalendar'
context:?
...?

86:?
if ( $type eq 'component' ) {
87:?
my $name = $entry->{name};
88:?

89:?	
# security check etc.
90:?
$m->comp( $name, %{ $entry->{arguments} || {} } );
91:?
} elsif ( $type eq 'system' ) {
92:?
$m->comp( '/Elements/ShowSearch', Name => $entry->{name}, Override => { Rows
=> $Rows } );
93:?
} elsif ( $type eq 'saved' ) {
94:?
$m->comp( '/Elements/ShowSearch', SavedSearch => $entry->{name}, Override =>
{ Rows => $Rows } );



Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 




From jarends at uiuc.edu  Fri Mar 14 14:25:14 2008
From: jarends at uiuc.edu (John Arends)
Date: Fri, 14 Mar 2008 13:25:14 -0500
Subject: [rt-users] Scrip question and how to debug?
Message-ID: <47DAC30A.8040203@uiuc.edu>

I have a scrip that should be adding the owner as an AdminCC on ticket 
create. It works fine. However, if a ticket is created with no owner 
set, it sets an AdminCC as Nobody, which is annoying.

I threw an if statement in there to try to handle it, but I am doing 
something wrong.

  my $admincclist = $self->TicketObj->AdminCc;

  my $Owner = $self->TicketObj->OwnerObj;

if ( $Owner ne "Nobody"){
  $admincclist->AddMember($Owner->Id);
}

$Owner must not really be the string nobody, because Nobody is still 
being added as an AdminCC. Any suggestions on what I should be looking 
for instead?

Second, is there a good way to debug scrips? I feel like I'm just 
feeling around in the dark and don't know how to tell if they're really 
working, or what the contents of variables are, etc. If I was writing 
straight perl code I could have it print the content of $Owner so I 
could see what was in there.



From jmoseley at corp.xanadoo.com  Fri Mar 14 14:43:36 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 14 Mar 2008 13:43:36 -0500
Subject: [rt-users] Fw:  Moving RT to another Server
Message-ID: <OFA7A1B256.ADB6B26E-ON8625740C.0066CB80-8625740C.0066DCD7@pgtv.com>


John - don't worry about the Apache warning about the module for now.   You
also didn't make the necessary changes.  You put some in, left others out,
then left the old mod_perl stuff in place.  Also, you didn't adjust the
paths in the configs I sent you.  Note that my path only had /opt/rt, not
/opt/rt3.  As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.  To
double-check that the fcgi module isn't compiled into Apache (it shouldn't
be if you installed via yum), just run the following command to see what is
compiled in: httpd -l

Get rid of the 'Alias /rt3' statment, then replace the virtual host stanza
with this:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>



James Moseley




                                                                           
             "John  BORIS"                                                 
             <jboris at adphila.o                                             
             rg>                                                        To 
                                       <jmoseley at corp.xanadoo.com>         
             03/14/2008 01:03                                           cc 
             PM                                                            
                                                                   Subject 
                                       Re: [rt-users] Moving RT to another 
                                       Server                              
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




Nope. I still get the message.

Here is my httpd.conf where I made some changes.

Alias /rt3 /opt/rt3/share/html
<VirtualHost 172.31.6.213>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin jboris at adphila.org
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 1:59:44 PM >>>
Have you checked the other config files in /etc/httpd/conf.d?
Anyways,
that error is just informational and doesn't affect anything.

So the question is, does RT work now?


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 12:51
cc
             PM
<rt-users-bounces at lists.bestpractic
                                       al.com>


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















James,
I did as you said but I get this message when I restart the httpd
daemon


Stopping httpd:                                            [  OK  ]
Starting httpd: [Fri Mar 14 13:49:58 2008] [warn] module fcgid_module
is already loaded, skipping


I checked the httpd.conf file and the only instance for that module is
what I added. Could that have been compiled in?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 12:28:06 PM >>>
Personally, since you have a new server to test with, I would take the
time
to upgrade to the latest version - 3.6.6.  Install the backed up mysql
database, run the scripts to adjust the DB schema, install HTTP and
mod_fcgid (via yum), install RT (from source), then run a 'make
testdeps'
to see what Perl modules are missing.  Then use CPAN or yum to get
those
installed.

You can also use your tarred 3.4.5 installation as well, but switching
to
mod_perl is going to be slower.  The Fedora repository doesn't contain
an
RPM for Apache's FastCGI, but it does contain mod_fcgid - an alternate
to
the Apache FastCGI module and works just as well.  The only thing you
need
to get this working on the new server is simply the Apache syntax to
use
with mod_fcgid.  Here's my config - it should get you up and working -
adjust the paths as necessary:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
             Sent by:
<rt-users at lists.bestpractical.com>
             rt-users-bounces@
cc
             lists.bestpractic

             al.com
Subject
                                       [rt-users] Moving RT to another

                                       Server

             03/14/2008 10:54

             AM













I am part way finished moving a working RT-3.4.5 installation to a
newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on
the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I
have
it set right but now I got the "Almost There" page when I try to
login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

<VirtualHost myserverip>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin myemail
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location /rt3>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
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








From vivek at khera.org  Fri Mar 14 15:47:47 2008
From: vivek at khera.org (Vivek Khera)
Date: Fri, 14 Mar 2008 15:47:47 -0400
Subject: [rt-users] Scrip question and how to debug?
In-Reply-To: <47DAC30A.8040203@uiuc.edu>
References: <47DAC30A.8040203@uiuc.edu>
Message-ID: <5DB09C68-C003-47D2-8400-F400A5B12DCA@khera.org>

On Mar 14, 2008, at 2:25 PM, John Arends wrote:

> Second, is there a good way to debug scrips? I feel like I'm just
> feeling around in the dark and don't know how to tell if they're  
> really
> working, or what the contents of variables are, etc. If I was writing

sprinkle your scrip with lines like this:

   $RT::Logger->error("Got a create transacation...");

and look in your RT logfile.



From cwfox at us.fujitsu.com  Fri Mar 14 15:50:19 2008
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Fri, 14 Mar 2008 09:50:19 -1000
Subject: [rt-users] RTx::Shredder Test Failure
Message-ID: <47DAD6FB.6070800@us.fujitsu.com>

Ruslan,

	Per your instructions in the module package I'm reporting the following 
errors with 'make test':

[root at admin RTx-Shredder-0.07]# make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" 
"test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
t/00load............ok 

t/00skeleton........[Fri Mar 14 19:44:41 2008] [crit]: Could not set 
user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)

Stack trace:
	RT::__ANON__() called at t/utils.pl:246
	main::__insert_data() called at t/utils.pl:145
	main::init_db() called at t/00skeleton.t:9
Could not set user info at t/utils.pl line 246.
t/00skeleton........dubious 

	Test returned status 255 (wstat 65280, 0xff00)
t/01basics..........[Fri Mar 14 19:44:44 2008] [crit]: Could not set 
user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)

Stack trace:
	RT::__ANON__() called at t/utils.pl:246
	main::__insert_data() called at t/utils.pl:145
	main::init_db() called at t/01basics.t:9
Could not set user info at t/utils.pl line 246.
t/01basics..........dubious 

	Test returned status 255 (wstat 65280, 0xff00)
t/01ticket..........[Fri Mar 14 19:44:46 2008] [crit]: Could not set 
user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)

Stack trace:
	RT::__ANON__() called at t/utils.pl:246
	main::__insert_data() called at t/utils.pl:145
	main::init_db() called at t/01ticket.t:12
Could not set user info at t/utils.pl line 246.
# No tests run!
t/01ticket..........dubious 

	Test returned status 255 (wstat 65280, 0xff00)
DIED. FAILED tests 1-15
	Failed 15/15 tests, 0.00% okay
t/02group_member....[Fri Mar 14 19:44:49 2008] [crit]: Could not set 
user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)

Stack trace:
	RT::__ANON__() called at t/utils.pl:246
	main::__insert_data() called at t/utils.pl:145
	main::init_db() called at t/02group_member.t:9
Could not set user info at t/utils.pl line 246.
t/02group_member....dubious 

	Test returned status 255 (wstat 65280, 0xff00)
t/02queue...........[Fri Mar 14 19:44:52 2008] [crit]: Could not set 
user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)

Stack trace:
	RT::__ANON__() called at t/utils.pl:246
	main::__insert_data() called at t/utils.pl:145
	main::init_db() called at t/02queue.t:9
Could not set user info at t/utils.pl line 246.
t/02queue...........dubious 

	Test returned status 255 (wstat 65280, 0xff00)
t/02template........[Fri Mar 14 19:44:55 2008] [crit]: Could not set 
user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)

Stack trace:
	RT::__ANON__() called at t/utils.pl:246
	main::__insert_data() called at t/utils.pl:145
	main::init_db() called at t/02template.t:9
Could not set user info at t/utils.pl line 246.
t/02template........dubious 

	Test returned status 255 (wstat 65280, 0xff00)
t/02user............[Fri Mar 14 19:44:57 2008] [crit]: Could not set 
user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)

Stack trace:
	RT::__ANON__() called at t/utils.pl:246
	main::__insert_data() called at t/utils.pl:145
	main::init_db() called at t/02user.t:9
Could not set user info at t/utils.pl line 246.
t/02user............dubious 

	Test returned status 255 (wstat 65280, 0xff00)
t/03plugin..........ok 

t/03plugin_users....ok 

Failed Test        Stat Wstat Total Fail  Failed  List of Failed
-------------------------------------------------------------------------------
t/00skeleton.t      255 65280    ??   ??       %  ??
t/01basics.t        255 65280    ??   ??       %  ??
t/01ticket.t        255 65280    15   30 200.00%  1-15
t/02group_member.t  255 65280    ??   ??       %  ??
t/02queue.t         255 65280    ??   ??       %  ??
t/02template.t      255 65280    ??   ??       %  ??
t/02user.t          255 65280    ??   ??       %  ??
Failed 7/10 test scripts, 30.00% okay. 15/52 subtests failed, 71.15% okay.
make: *** [test_dynamic] Error 255
[root at admin RTx-Shredder-0.07]#

Best Regards,
Camron

-- 
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at us.fujitsu.com
Phone:		(808) 934-4102
Cell:		(808) 937-5026



From ruz at bestpractical.com  Fri Mar 14 18:05:11 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 15 Mar 2008 01:05:11 +0300
Subject: [rt-users] RTx::Shredder Test Failure
In-Reply-To: <47DAD6FB.6070800@us.fujitsu.com>
References: <47DAD6FB.6070800@us.fujitsu.com>
Message-ID: <589c94400803141505i213fd27ana31153776e60da86@mail.gmail.com>

And some info about your RT instance? I have no mindreader :)

On Fri, Mar 14, 2008 at 10:50 PM, Camron W. Fox <cwfox at us.fujitsu.com> wrote:
> Ruslan,
>
>         Per your instructions in the module package I'm reporting the following
>  errors with 'make test':
>
>  [root at admin RTx-Shredder-0.07]# make test
>  PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
>  "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
>  t/00load............ok
>
>  t/00skeleton........[Fri Mar 14 19:44:41 2008] [crit]: Could not set
>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>
>  Stack trace:
>         RT::__ANON__() called at t/utils.pl:246
>         main::__insert_data() called at t/utils.pl:145
>         main::init_db() called at t/00skeleton.t:9
>  Could not set user info at t/utils.pl line 246.
>  t/00skeleton........dubious
>
>         Test returned status 255 (wstat 65280, 0xff00)
>  t/01basics..........[Fri Mar 14 19:44:44 2008] [crit]: Could not set
>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>
>  Stack trace:
>         RT::__ANON__() called at t/utils.pl:246
>         main::__insert_data() called at t/utils.pl:145
>         main::init_db() called at t/01basics.t:9
>  Could not set user info at t/utils.pl line 246.
>  t/01basics..........dubious
>
>         Test returned status 255 (wstat 65280, 0xff00)
>  t/01ticket..........[Fri Mar 14 19:44:46 2008] [crit]: Could not set
>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>
>  Stack trace:
>         RT::__ANON__() called at t/utils.pl:246
>         main::__insert_data() called at t/utils.pl:145
>         main::init_db() called at t/01ticket.t:12
>  Could not set user info at t/utils.pl line 246.
>  # No tests run!
>  t/01ticket..........dubious
>
>         Test returned status 255 (wstat 65280, 0xff00)
>  DIED. FAILED tests 1-15
>         Failed 15/15 tests, 0.00% okay
>  t/02group_member....[Fri Mar 14 19:44:49 2008] [crit]: Could not set
>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>
>  Stack trace:
>         RT::__ANON__() called at t/utils.pl:246
>         main::__insert_data() called at t/utils.pl:145
>         main::init_db() called at t/02group_member.t:9
>  Could not set user info at t/utils.pl line 246.
>  t/02group_member....dubious
>
>         Test returned status 255 (wstat 65280, 0xff00)
>  t/02queue...........[Fri Mar 14 19:44:52 2008] [crit]: Could not set
>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>
>  Stack trace:
>         RT::__ANON__() called at t/utils.pl:246
>         main::__insert_data() called at t/utils.pl:145
>         main::init_db() called at t/02queue.t:9
>  Could not set user info at t/utils.pl line 246.
>  t/02queue...........dubious
>
>         Test returned status 255 (wstat 65280, 0xff00)
>  t/02template........[Fri Mar 14 19:44:55 2008] [crit]: Could not set
>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>
>  Stack trace:
>         RT::__ANON__() called at t/utils.pl:246
>         main::__insert_data() called at t/utils.pl:145
>         main::init_db() called at t/02template.t:9
>  Could not set user info at t/utils.pl line 246.
>  t/02template........dubious
>
>         Test returned status 255 (wstat 65280, 0xff00)
>  t/02user............[Fri Mar 14 19:44:57 2008] [crit]: Could not set
>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>
>  Stack trace:
>         RT::__ANON__() called at t/utils.pl:246
>         main::__insert_data() called at t/utils.pl:145
>         main::init_db() called at t/02user.t:9
>  Could not set user info at t/utils.pl line 246.
>  t/02user............dubious
>
>         Test returned status 255 (wstat 65280, 0xff00)
>  t/03plugin..........ok
>
>  t/03plugin_users....ok
>
>  Failed Test        Stat Wstat Total Fail  Failed  List of Failed
>  -------------------------------------------------------------------------------
>  t/00skeleton.t      255 65280    ??   ??       %  ??
>  t/01basics.t        255 65280    ??   ??       %  ??
>  t/01ticket.t        255 65280    15   30 200.00%  1-15
>  t/02group_member.t  255 65280    ??   ??       %  ??
>  t/02queue.t         255 65280    ??   ??       %  ??
>  t/02template.t      255 65280    ??   ??       %  ??
>  t/02user.t          255 65280    ??   ??       %  ??
>  Failed 7/10 test scripts, 30.00% okay. 15/52 subtests failed, 71.15% okay.
>  make: *** [test_dynamic] Error 255
>  [root at admin RTx-Shredder-0.07]#
>
>  Best Regards,
>  Camron
>
>  --
>  Camron W. Fox
>  Hilo Office
>  High Performance Computing Group
>  Fujitsu America, INC.
>  E-mail:         cwfox at us.fujitsu.com
>  Phone:          (808) 934-4102
>  Cell:           (808) 937-5026
>
>  _______________________________________________
>  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 cwfox at us.fujitsu.com  Fri Mar 14 18:24:20 2008
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Fri, 14 Mar 2008 12:24:20 -1000
Subject: [rt-users] RTx::Shredder Test Failure
In-Reply-To: <589c94400803141505i213fd27ana31153776e60da86@mail.gmail.com>
References: <47DAD6FB.6070800@us.fujitsu.com>
	<589c94400803141505i213fd27ana31153776e60da86@mail.gmail.com>
Message-ID: <47DAFB14.6010707@us.fujitsu.com>

Ruslan,

	Sorry. RHEL5, RT3.6.6, MySQL5.0.22, Apache 2.2.3, using mod_perl.

Best Regards,
Camron

Ruslan Zakirov wrote:
> And some info about your RT instance? I have no mindreader :)
> 
> On Fri, Mar 14, 2008 at 10:50 PM, Camron W. Fox <cwfox at us.fujitsu.com> wrote:
>> Ruslan,
>>
>>         Per your instructions in the module package I'm reporting the following
>>  errors with 'make test':
>>
>>  [root at admin RTx-Shredder-0.07]# make test
>>  PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
>>  "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t
>>  t/00load............ok
>>
>>  t/00skeleton........[Fri Mar 14 19:44:41 2008] [crit]: Could not set
>>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>>
>>  Stack trace:
>>         RT::__ANON__() called at t/utils.pl:246
>>         main::__insert_data() called at t/utils.pl:145
>>         main::init_db() called at t/00skeleton.t:9
>>  Could not set user info at t/utils.pl line 246.
>>  t/00skeleton........dubious
>>
>>         Test returned status 255 (wstat 65280, 0xff00)
>>  t/01basics..........[Fri Mar 14 19:44:44 2008] [crit]: Could not set
>>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>>
>>  Stack trace:
>>         RT::__ANON__() called at t/utils.pl:246
>>         main::__insert_data() called at t/utils.pl:145
>>         main::init_db() called at t/01basics.t:9
>>  Could not set user info at t/utils.pl line 246.
>>  t/01basics..........dubious
>>
>>         Test returned status 255 (wstat 65280, 0xff00)
>>  t/01ticket..........[Fri Mar 14 19:44:46 2008] [crit]: Could not set
>>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>>
>>  Stack trace:
>>         RT::__ANON__() called at t/utils.pl:246
>>         main::__insert_data() called at t/utils.pl:145
>>         main::init_db() called at t/01ticket.t:12
>>  Could not set user info at t/utils.pl line 246.
>>  # No tests run!
>>  t/01ticket..........dubious
>>
>>         Test returned status 255 (wstat 65280, 0xff00)
>>  DIED. FAILED tests 1-15
>>         Failed 15/15 tests, 0.00% okay
>>  t/02group_member....[Fri Mar 14 19:44:49 2008] [crit]: Could not set
>>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>>
>>  Stack trace:
>>         RT::__ANON__() called at t/utils.pl:246
>>         main::__insert_data() called at t/utils.pl:145
>>         main::init_db() called at t/02group_member.t:9
>>  Could not set user info at t/utils.pl line 246.
>>  t/02group_member....dubious
>>
>>         Test returned status 255 (wstat 65280, 0xff00)
>>  t/02queue...........[Fri Mar 14 19:44:52 2008] [crit]: Could not set
>>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>>
>>  Stack trace:
>>         RT::__ANON__() called at t/utils.pl:246
>>         main::__insert_data() called at t/utils.pl:145
>>         main::init_db() called at t/02queue.t:9
>>  Could not set user info at t/utils.pl line 246.
>>  t/02queue...........dubious
>>
>>         Test returned status 255 (wstat 65280, 0xff00)
>>  t/02template........[Fri Mar 14 19:44:55 2008] [crit]: Could not set
>>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>>
>>  Stack trace:
>>         RT::__ANON__() called at t/utils.pl:246
>>         main::__insert_data() called at t/utils.pl:145
>>         main::init_db() called at t/02template.t:9
>>  Could not set user info at t/utils.pl line 246.
>>  t/02template........dubious
>>
>>         Test returned status 255 (wstat 65280, 0xff00)
>>  t/02user............[Fri Mar 14 19:44:57 2008] [crit]: Could not set
>>  user info at t/utils.pl line 246. (/opt/rt3/lib/RT.pm:361)
>>
>>  Stack trace:
>>         RT::__ANON__() called at t/utils.pl:246
>>         main::__insert_data() called at t/utils.pl:145
>>         main::init_db() called at t/02user.t:9
>>  Could not set user info at t/utils.pl line 246.
>>  t/02user............dubious
>>
>>         Test returned status 255 (wstat 65280, 0xff00)
>>  t/03plugin..........ok
>>
>>  t/03plugin_users....ok
>>
>>  Failed Test        Stat Wstat Total Fail  Failed  List of Failed
>>  -------------------------------------------------------------------------------
>>  t/00skeleton.t      255 65280    ??   ??       %  ??
>>  t/01basics.t        255 65280    ??   ??       %  ??
>>  t/01ticket.t        255 65280    15   30 200.00%  1-15
>>  t/02group_member.t  255 65280    ??   ??       %  ??
>>  t/02queue.t         255 65280    ??   ??       %  ??
>>  t/02template.t      255 65280    ??   ??       %  ??
>>  t/02user.t          255 65280    ??   ??       %  ??
>>  Failed 7/10 test scripts, 30.00% okay. 15/52 subtests failed, 71.15% okay.
>>  make: *** [test_dynamic] Error 255
>>  [root at admin RTx-Shredder-0.07]#
>>
>>  Best Regards,
>>  Camron
>>
>>  --
>>  Camron W. Fox
>>  Hilo Office
>>  High Performance Computing Group
>>  Fujitsu America, INC.
>>  E-mail:         cwfox at us.fujitsu.com
>>  Phone:          (808) 934-4102
>>  Cell:           (808) 937-5026
>>
>>  _______________________________________________
>>  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
>>
> 
> 
> 



From lahollande at gmail.com  Sun Mar 16 08:24:40 2008
From: lahollande at gmail.com (holland holland)
Date: Sun, 16 Mar 2008 13:24:40 +0100
Subject: [rt-users] mason_handler.fcgi and ErrorDocument 404
Message-ID: <1707049b0803160524t5b708bddpd1411e41d8d302b2@mail.gmail.com>

Dear all,

Environment:

RT 3.6.4 & FastCGI

I'm wondering how to is currently possible to Redirect inexistent path
to ErrorDocument 404.

The problem only occur using FastCGI, mod_perl will follow Apache
ErrorDocument directives.

You can try in your own environment (using FastCGI), something like
http://[your domain]/blabla.html; you will end up with:

Could not find component for initial path '/blabla.html'
...
...
...
...
 /opt/rt3/bin/mason_handler.fcgi:78



Google for "Could not find component for initial path", you will see
many people running RT with this issue.

Someone proposed to hack the mason_handler.fcgi :

http://groovie.org/articles/2004/12/18/fast-cgi-with-html-mason


This problem is not link to $WebURL , $WebBaseURL . $WebPath  not set
correctly, the very same settings work in mod_perl.


Maybe a Rewrite/.htaccess, pretty sure someone solved that in a neat way.


Thank you in advance,
James


From jesse at bestpractical.com  Sun Mar 16 12:28:55 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 16 Mar 2008 12:28:55 -0400
Subject: [rt-users] mason_handler.fcgi and ErrorDocument 404
In-Reply-To: <1707049b0803160524t5b708bddpd1411e41d8d302b2@mail.gmail.com>
References: <1707049b0803160524t5b708bddpd1411e41d8d302b2@mail.gmail.com>
Message-ID: <20080316162855.GS32058@bestpractical.com>




On Sun, Mar 16, 2008 at 01:24:40PM +0100, holland holland wrote:
> Dear all,
> 
> Environment:
> 
> RT 3.6.4 & FastCGI
> 
> I'm wondering how to is currently possible to Redirect inexistent path
> to ErrorDocument 404.

More recent versions of RT have a 404 handler built in. What you're
looking for is a top-level HTML::Mason 'dhandler'

> 
> The problem only occur using FastCGI, mod_perl will follow Apache
> ErrorDocument directives.
> 
> You can try in your own environment (using FastCGI), something like
> http://[your domain]/blabla.html; you will end up with:
> 
> Could not find component for initial path '/blabla.html'
> ...
> ...
> ...
> ...
>  /opt/rt3/bin/mason_handler.fcgi:78
> 
> 
> 
> Google for "Could not find component for initial path", you will see
> many people running RT with this issue.
> 
> Someone proposed to hack the mason_handler.fcgi :
> 
> http://groovie.org/articles/2004/12/18/fast-cgi-with-html-mason
> 
> 
> This problem is not link to $WebURL , $WebBaseURL . $WebPath  not set
> correctly, the very same settings work in mod_perl.
> 
> 
> Maybe a Rewrite/.htaccess, pretty sure someone solved that in a neat way.
> 
> 
> Thank you in advance,
> James
> _______________________________________________
> 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
> 

-- 


From bkmail08 at yahoo.com  Sun Mar 16 13:31:43 2008
From: bkmail08 at yahoo.com (bkmail08)
Date: Sun, 16 Mar 2008 10:31:43 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 / LDAP (AD) set up
Message-ID: <286525.14061.qm@web45804.mail.sp1.yahoo.com>

Hello,

Does anyone know if a solution was posted to this specific thread (see below).   If so could you please send me the link?  I've googled and the same references keep popping up, but none of them seem to have the solution posted.  I am working with RHEL5 server and W2003 AD; ldapsearch with -x gives me back correct info.  If you have read this thread (below) before, I basically did everything this guy did and pretty much have the same issues.

My errors in the logs are sparse:

[Sun Mar 16 02:15:34 2008] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1486)
[Sun Mar 16 02:15:34 2008] [error]: FAILED LOGIN for render from 172.29.9.3 (/usr/share/rt3/html/autohandler:251)

thanks in advance
-J.



RE: RT 3.6.5 Setup / LDAP [In reply to] Hello, 
 
With the precious help of some members of the mailing list, first and 
foremost Edward Kovarski, we managed to get our RT 3.6.5 to run properly 
on our RHEL5 server along with LDAP authentication with a Windows 2003 
ActiveDirectory. 
 
I'll try to post here and/or on the wiki pages a kind of "RT3.6.5 & LDAP 
for the Dummies" (as I consider myself a RT Dummy) to sum up all the 
problems I faced and how those were sovled (most of the needed info is 
there in the mailing list, on the internet, in the forums and in the 
Wiki but some bits and direction where missing hence the troubles for a 
newby). 
 
I hope this way to contribute rather than be a simple "consumer". 
 
If anybody is facing similar problems with a similar config, I'll gladly 
try to give a hand as some of us kindly did for me. 
 
yours, 
 
David 
_______________________________________________ 
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
 
Community help: http://wiki.bestpractical.com 
Commercial support: sales[at]bestpractical.com 




      ____________________________________________________________________________________
Never miss a thing.  Make Yahoo your home page. 
http://www.yahoo.com/r/hs



From lahollande at gmail.com  Sun Mar 16 17:45:48 2008
From: lahollande at gmail.com (holland holland)
Date: Sun, 16 Mar 2008 22:45:48 +0100
Subject: [rt-users] mason_handler.fcgi and ErrorDocument 404
In-Reply-To: <20080316162855.GS32058@bestpractical.com>
References: <1707049b0803160524t5b708bddpd1411e41d8d302b2@mail.gmail.com>
	<20080316162855.GS32058@bestpractical.com>
Message-ID: <1707049b0803161445l1313bd62p6714ec9379daaf41@mail.gmail.com>

Hello Jesse,

"More recent versions of RT have a 404 handler built in"

Would you please point me where in the code this was implemented.

Thank you,
James

On Sun, Mar 16, 2008 at 5:28 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
>  On Sun, Mar 16, 2008 at 01:24:40PM +0100, holland holland wrote:
>  > Dear all,
>  >
>  > Environment:
>  >
>  > RT 3.6.4 & FastCGI
>  >
>  > I'm wondering how to is currently possible to Redirect inexistent path
>  > to ErrorDocument 404.
>
>  More recent versions of RT have a 404 handler built in. What you're
>  looking for is a top-level HTML::Mason 'dhandler'
>
>
>  >
>  > The problem only occur using FastCGI, mod_perl will follow Apache
>  > ErrorDocument directives.
>  >
>  > You can try in your own environment (using FastCGI), something like
>  > http://[your domain]/blabla.html; you will end up with:
>  >
>  > Could not find component for initial path '/blabla.html'
>  > ...
>  > ...
>  > ...
>  > ...
>  >  /opt/rt3/bin/mason_handler.fcgi:78
>  >
>  >
>  >
>  > Google for "Could not find component for initial path", you will see
>  > many people running RT with this issue.
>  >
>  > Someone proposed to hack the mason_handler.fcgi :
>  >
>  > http://groovie.org/articles/2004/12/18/fast-cgi-with-html-mason
>  >
>  >
>  > This problem is not link to $WebURL , $WebBaseURL . $WebPath  not set
>  > correctly, the very same settings work in mod_perl.
>  >
>  >
>  > Maybe a Rewrite/.htaccess, pretty sure someone solved that in a neat way.
>  >
>  >
>  > Thank you in advance,
>  > James
>  > _______________________________________________
>  > 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
>  >
>
>  --
>


From jesse at bestpractical.com  Sun Mar 16 17:48:07 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 16 Mar 2008 17:48:07 -0400
Subject: [rt-users] mason_handler.fcgi and ErrorDocument 404
In-Reply-To: <1707049b0803161445l1313bd62p6714ec9379daaf41@mail.gmail.com>
References: <1707049b0803160524t5b708bddpd1411e41d8d302b2@mail.gmail.com>
	<20080316162855.GS32058@bestpractical.com>
	<1707049b0803161445l1313bd62p6714ec9379daaf41@mail.gmail.com>
Message-ID: <20080316214807.GT32058@bestpractical.com>


On Sun, Mar 16, 2008 at 10:45:48PM +0100, holland holland wrote:
> Hello Jesse,
> 
> "More recent versions of RT have a 404 handler built in"
> 
> Would you please point me where in the code this was implemented.

You're looking for a top-level dhandler. I don't recall if it's in 3.6.6
or we've built it into 3.7.x for release in RT 3.8

> 
> Thank you,
> James
> 
> On Sun, Mar 16, 2008 at 5:28 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
> >
> >
> >
> >  On Sun, Mar 16, 2008 at 01:24:40PM +0100, holland holland wrote:
> >  > Dear all,
> >  >
> >  > Environment:
> >  >
> >  > RT 3.6.4 & FastCGI
> >  >
> >  > I'm wondering how to is currently possible to Redirect inexistent path
> >  > to ErrorDocument 404.
> >
> >  More recent versions of RT have a 404 handler built in. What you're
> >  looking for is a top-level HTML::Mason 'dhandler'
> >
> >
> >  >
> >  > The problem only occur using FastCGI, mod_perl will follow Apache
> >  > ErrorDocument directives.
> >  >
> >  > You can try in your own environment (using FastCGI), something like
> >  > http://[your domain]/blabla.html; you will end up with:
> >  >
> >  > Could not find component for initial path '/blabla.html'
> >  > ...
> >  > ...
> >  > ...
> >  > ...
> >  >  /opt/rt3/bin/mason_handler.fcgi:78
> >  >
> >  >
> >  >
> >  > Google for "Could not find component for initial path", you will see
> >  > many people running RT with this issue.
> >  >
> >  > Someone proposed to hack the mason_handler.fcgi :
> >  >
> >  > http://groovie.org/articles/2004/12/18/fast-cgi-with-html-mason
> >  >
> >  >
> >  > This problem is not link to $WebURL , $WebBaseURL . $WebPath  not set
> >  > correctly, the very same settings work in mod_perl.
> >  >
> >  >
> >  > Maybe a Rewrite/.htaccess, pretty sure someone solved that in a neat way.
> >  >
> >  >
> >  > Thank you in advance,
> >  > James
> >  > _______________________________________________
> >  > 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
> >  >
> >
> >  --
> >
> 

-- 


From geoff at apro.com.au  Mon Mar 17 00:05:31 2008
From: geoff at apro.com.au (Geoff Roberts)
Date: Mon, 17 Mar 2008 15:05:31 +1100
Subject: [rt-users] Since upgrading to 3.6.6 can only set owner of ticket to
	nobody
Message-ID: <200803171505.32128.geoff@apro.com.au>

Hi,

Since upgrading to RT 3.6.6 the only option users have when setting 
the owner of a ticket under "Basic" settings is "nobody".

Tickets created by the user do not have the user set as the owner when 
using the "New ticket in" button at the top of the "home" page.

Even the root user has the same issue.

Existing tickets which already have an owner assigned will come up 
with an option other than "nobody".

Interestingly, the "Quick ticket creation" section at the bottom of 
the "home" page does have the user pre-selected as the owner.

Under 3.6.5, the user would at least have the option to select their 
own ID as the owner of the ticket when changing the owner after the 
ticket had been created.

I've attached output from "System Configuration" listing our perl 
modules and versions.

We are also using RTFM 2.2.1.

The upgrade was a complete uninstall of 3.6.5 followed by a complete 
re-install of 3.6.6 so the mason caches were created from scratch.

Any ideas as to what might be going wrong?

Kind regards,

Geoff
-------------- next part --------------
Perl v5.8.8 under freebsd 
  Apache::Session v1.81;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  capitalization v0.03;
  Carp v1.04;
  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 v0.53;
  Clone v0.27;
  constant v1.05;
  CSS::Squish v0.07;
  Cwd v3.25;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v4.005;
  DBI v1.59;
  DBIx::SearchBuilder v1.48;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.15;
  Devel::StackTraceFrame v0.6;
  Devel::Symdump v2.07;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.05;
  Encode v2.23;
  Encode::Alias v2.07;
  Encode::Byte v2.03;
  Encode::CN v2.02;
  Encode::CN::HZ v2.04;
  Encode::Config v2.04;
  Encode::Encoding v2.05;
  Encode::Guess v2.02;
  Encode::Unicode v2.05;
  Errno v1.0901;
  Exception::Class v1.23;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  FCGI v0.67;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.25;
  File::Spec::Unix v1.5;
  File::Temp v0.16;
  FileHandle v2.01;
  HTML::Element v3.21;
  HTML::Entities v1.35;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.33;
  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 v3.21;
  HTTP::Date v1.47;
  I18N::LangTags v0.35;
  I18N::LangTags::Detect v1.03;
  I18N::LangTags::List v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.19;
  Locale::Maketext v1.10;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.64;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.11;
  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 v1.74;
  Mail::Field v1.74;
  Mail::Field::AddrList v1.74;
  Mail::Field::Date v1.74;
  Mail::Header v1.74;
  Mail::Internet v1.74;
  MIME::Base64 v3.07;
  MIME::Body v5.420;
  MIME::Decoder v5.420;
  MIME::Decoder::Base64 v5.420;
  MIME::Decoder::NBit v5.420;
  MIME::Decoder::QuotedPrint v5.420;
  MIME::Entity v5.420;
  MIME::Field::ContDisp v5.420;
  MIME::Field::ConTraEnc v5.420;
  MIME::Field::ContType v5.420;
  MIME::Field::ParamVal v5.420;
  MIME::Head v5.420;
  MIME::Parser v5.420;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.420;
  MIME::Words v5.420;
  Module::Versions::Report v1.03;
  overload v1.04;
  Params::Validate v0.88;
  PerlIO v1.04;
  PerlIO::scalar v0.04;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.120;
  Regexp::Common::delimited v2.104;
  RT v3.6.6;
  RT::FM v2.2.1;
  RT::Interface::Email v2;
  Scalar::Util v1.19;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.16;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.13;
  Text::Autoformat v1.13;
  Text::Quoted v2.02;
  Text::Reform v1.11;
  Text::Tabs v2005.0824;
  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;
  Time::Zone v2.22;
  Tree::Simple v1.17;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.11;
  URI v1.35;
  URI::Escape v3.28;
  URI::file v4.19;
  URI::URL v5.03;
  URI::WithBase v2.19;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;

From mike.peachey at jennic.com  Mon Mar 17 05:23:11 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 17 Mar 2008 09:23:11 +0000
Subject: [rt-users] RT 3.6.6 / LDAP (AD) set up
In-Reply-To: <286525.14061.qm@web45804.mail.sp1.yahoo.com>
References: <286525.14061.qm@web45804.mail.sp1.yahoo.com>
Message-ID: <47DE387F.5010002@jennic.com>

bkmail08 wrote:
> Hello,
> 
> Does anyone know if a solution was posted to this specific thread (see below).   If so could you please send me the link?  I've googled and the same references keep popping up, but none of them seem to have the solution posted.  I am working with RHEL5 server and W2003 AD; ldapsearch with -x gives me back correct info.  If you have read this thread (below) before, I basically did everything this guy did and pretty much have the same issues.
> 
> My errors in the logs are sparse:
> 
> [Sun Mar 16 02:15:34 2008] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1486)
> [Sun Mar 16 02:15:34 2008] [error]: FAILED LOGIN for render from 172.29.9.3 (/usr/share/rt3/html/autohandler:251)

It would seem that you do not have your logging level set to debug -- 
that would certainly help by printing out more information.

If you have the opportunity to drop into #rt on irc.perl.org during UK 
office hours, I may be able to help you interactively.

Regarding documentation on getting LDAP working, I'm currently waiting 
on CPAN to authorise my namespace registration request. Once done, you 
should be able to get it working by installing RT::Authen::ExternalAuth 
via CPAN and then a bit of simple configuration.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__________________________________________________


From Richard.Ellis at Sun.COM  Mon Mar 17 05:35:23 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Mon, 17 Mar 2008 09:35:23 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
Message-ID: <47DE3B5B.9020903@sun.com>

Hi All,

We have upgraded to 3.6.6 over the weekend and also run some 
optimisation against the database but performance is still very poor.

I have looked at RTx::RightMatrix and Everyone definately does not have 
OwnTickets rights unless that is lying to me, which I doubt.
I've used the tuning-primer.sh script to do some tuning and performance 
has improved somewhat, as query builder now only take 300 seconds 
average to load instead of 400, but it is still unusable which is 
frustrating the users. It's going to take another 36 hours before I can 
check how the optimisation is going.

I couldn't get the MySQLTuner to run, but I'll take a look at the perl 
this week if I get a chance.

If anyone else has any ideas at all, I'm open to suggestions, including 
witchcraft :)

Richard

rt-users-request at lists.bestpractical.com wrote:
> Today's Topics:
>
>    1. Re: RT 3.6.4 poor query performance (Jesse Vincent)
>    2. Re: RT 3.6.4 poor query performance (Toby Darling)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Thu, 13 Mar 2008 11:45:53 -0400
> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] RT 3.6.4 poor query performance
> To: Richard Ellis <Richard.Ellis at Sun.COM>
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <23EB3BA2-27A3-4669-A127-560B3D834973 at bestpractical.com>
> Content-Type: text/plain; charset="us-ascii"
>
>
> On Mar 13, 2008, at 8:46 AM, Richard Ellis wrote:
>
>   
>> Hi All,
>>
>> We have recently updated our RT instance from 3.4.6 running on  
>> Solaris 9
>> to a new server running Solaris 10 and 3.6.4.
>>
>>     
>
> You probably want RT 3.6.6 if you're on MySQL. Ruz did some serious  
> query optimization.  But my first guess is that you've granted  
> "Everybody" the right to OwnTickets somewhere.
>
>
>
>   
>> Everything works perfectly and we have removed all of the  
>> customisations
>> that we used to use for a virtually vanilla 3.6.4 install. However,  
>> when
>> opening the Query Builder page, performance slows to a massive extent.
>> Average page load is under 1 second, but performing any action in  
>> Query
>> Builder averages 400 seconds.
>>
>> I thought it was the database so upgraded mysql from 5.0.34 to  
>> 5.0.51a,
>> but that made no difference. I then upgraded DBIx::SearchBuilder to  
>> the
>> latest version and DBD::mysql but it is still as bad. Even upgraded
>> every single perl module to latest and restarted everything, but still
>> as bad.
>>
>> mysqlcheck rt3 says everything is ok.
>>
>> There are only 10,000 tickets so it shouldn't be a volume problem.
>>
>> Running on perl 5.8.8.
>>
>> Anyone any ideas?
>>
>> Richard
>>
>> _______________________________________________
>> 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
>>
>>     
>
> -------------- next part --------------
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>
> ------------------------------
>
> Message: 2
> Date: Thu, 13 Mar 2008 15:53:24 +0000
> From: Toby Darling <darling at ccdc.cam.ac.uk>
> Subject: Re: [rt-users] RT 3.6.4 poor query performance
> To: Richard Ellis <Richard.Ellis at Sun.COM>, 	rt-users
> 	<rt-users at lists.bestpractical.com>
> Message-ID: <47D94DF4.7020802 at ccdc.cam.ac.uk>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>
> Hi Richard
>
>   
>> That crashes out with a divide by zero error in the scripting, but it 
>> looks really cool.
>>
>> [--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
>> [--] Data in MyISAM tables: 2M (Tables: 39)
>> [--] Data in InnoDB tables: 1015M (Tables: 20)
>> Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1)
>>
>> Illegal division by zero at ./mysqltuner.pl line 362 (#2)
>>    (F) You tried to divide a number by 0.  Either something was wrong in
>>    your logic, or you need to put a conditional in to guard against
>>    meaningless input.
>>     
>
> That indicates something went wrong earlier in getting $physical_memory 
> (assuming you're using v0.8.6). Any error messages or warnings at the 
> start?. Try chucking some print statements in the os_setup function to 
> see where it's going wrong.
>
> I should point out that I've nothing to do with the MySQLTuner project, 
> I've not even actually run it myself, just looked at the output with the 
> guys that look after the mysql/database.
>
> Cheers
> Toby
>   

-- 
Sun.com <http://www.sun.com> 	* Richard Ellis *
Technical Developer, .Sun eBusiness

*Sun Microsystems, Inc.*
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis at Sun.COM
	sun.com

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From mathew.snyder at gmail.com  Mon Mar 17 06:05:34 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 17 Mar 2008 06:05:34 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE3B5B.9020903@sun.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
	<47DE3B5B.9020903@sun.com>
Message-ID: <47DE426E.6080607@gmail.com>

Well, in that case, I recommend witchcraft. ;)

Mathew

Richard Ellis wrote:
> Hi All,
> 
> We have upgraded to 3.6.6 over the weekend and also run some 
> optimisation against the database but performance is still very poor.
> 
> I have looked at RTx::RightMatrix and Everyone definately does not have 
> OwnTickets rights unless that is lying to me, which I doubt.
> I've used the tuning-primer.sh script to do some tuning and performance 
> has improved somewhat, as query builder now only take 300 seconds 
> average to load instead of 400, but it is still unusable which is 
> frustrating the users. It's going to take another 36 hours before I can 
> check how the optimisation is going.
> 
> I couldn't get the MySQLTuner to run, but I'll take a look at the perl 
> this week if I get a chance.
> 
> If anyone else has any ideas at all, I'm open to suggestions, including 
> witchcraft :)
> 
> Richard
> 

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From Ton.Hoogstraten at ingram.nl  Mon Mar 17 06:36:48 2008
From: Ton.Hoogstraten at ingram.nl (Hoogstraten, Ton)
Date: Mon, 17 Mar 2008 11:36:48 +0100
Subject: [rt-users] Since upgrading to 3.6.6 can only set owner of
	ticket tonobody
In-Reply-To: <200803171505.32128.geoff@apro.com.au>
Message-ID: <891469DFBBD7364EB24DEEB101767D86032A52@nlutxch101.corporate.ingrammicro.com>


Geoff,

Check your Perl module dependencies. I had the same problem and it
turned out that perl-DBIx-SearchBuilder needed and update to the latest
version. Download the src tar.gz and do a 'configure' & 'make testdeps'
to see if you are missing modules required.

Regards,

Ton

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Geoff
Roberts
Sent: Monday, March 17, 2008 5:06 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Since upgrading to 3.6.6 can only set owner of
ticket tonobody

Hi,

Since upgrading to RT 3.6.6 the only option users have when setting the
owner of a ticket under "Basic" settings is "nobody".

Tickets created by the user do not have the user set as the owner when
using the "New ticket in" button at the top of the "home" page.

Even the root user has the same issue.

Existing tickets which already have an owner assigned will come up with
an option other than "nobody".

Interestingly, the "Quick ticket creation" section at the bottom of the
"home" page does have the user pre-selected as the owner.

Under 3.6.5, the user would at least have the option to select their own
ID as the owner of the ticket when changing the owner after the ticket
had been created.

I've attached output from "System Configuration" listing our perl
modules and versions.

We are also using RTFM 2.2.1.

The upgrade was a complete uninstall of 3.6.5 followed by a complete
re-install of 3.6.6 so the mason caches were created from scratch.

Any ideas as to what might be going wrong?

Kind regards,

Geoff


From torsten.brumm at Kuehne-Nagel.com  Mon Mar 17 07:06:04 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 17 Mar 2008 12:06:04 +0100
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE426E.6080607@gmail.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com><47DE3B5B.9020903@sun.com>
	<47DE426E.6080607@gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>

Hi Mathew, Richard,
I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5).

To your Problem:

If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues.

I have NOT SET the OwnTickets right globally !!!! And now it will be very strange at my Live systems (and test box too).

Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!

OK, what i have tested:

Logged in as normal user with rights to 3 Queues.

This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!!

OK to fix it fast:

Here is my diff to the /share/html/Search/Elements/PickBasics

root at bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics
111,112c113
< <input name="ValueOfActor">
< %#<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
---
> <& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>

OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box.

This speeds up the Searchbuilder a lot!

Btw. This "Problem" with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time.

Hope this helps.
Torsten 



K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Mathew
Gesendet: Montag, 17. M?rz 2008 11:06
An: Richard Ellis
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] RT 3.6.4 poor query performance

Well, in that case, I recommend witchcraft. ;)

Mathew

Richard Ellis wrote:
> Hi All,
> 
> We have upgraded to 3.6.6 over the weekend and also run some 
> optimisation against the database but performance is still very poor.
> 
> I have looked at RTx::RightMatrix and Everyone definately does not 
> have OwnTickets rights unless that is lying to me, which I doubt.
> I've used the tuning-primer.sh script to do some tuning and 
> performance has improved somewhat, as query builder now only take 300 
> seconds average to load instead of 400, but it is still unusable which 
> is frustrating the users. It's going to take another 36 hours before I 
> can check how the optimisation is going.
> 
> I couldn't get the MySQLTuner to run, but I'll take a look at the perl 
> this week if I get a chance.
> 
> If anyone else has any ideas at all, I'm open to suggestions, 
> including witchcraft :)
> 
> Richard
> 

--
Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________
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



From mathew.snyder at gmail.com  Mon Mar 17 07:19:47 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 17 Mar 2008 07:19:47 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com><47DE3B5B.9020903@sun.com>
	<47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
Message-ID: <47DE53D3.6000809@gmail.com>

You shouldn't have had to write a patch to fix the immense user drop 
down.  I've created queues with matching groups and assigned the own 
ticket right to only the groups that correspond to each queue.

The Everyone group only has CreateTicket on two public facing queues 
(all others are available for correspondence but not ticket creation), 
Priveleged Users has all the major rights which all users require across 
all queues and Unprivileged Users has only rights which customers would 
need to interact with a ticket.

This has provide more than enough lock down to keep users created by 
spam out of our drop down.

Mathew

Ham MI-ID, Torsten Brumm wrote:
> Hi Mathew, Richard,
> I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5).
> 
> To your Problem:
> 
> If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues.
> 
> I have NOT SET the OwnTickets right globally !!!! And now it will be very strange at my Live systems (and test box too).
> 
> Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!
> 
> OK, what i have tested:
> 
> Logged in as normal user with rights to 3 Queues.
> 
> This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!!
> 
> OK to fix it fast:
> 
> Here is my diff to the /share/html/Search/Elements/PickBasics
> 
> root at bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics
> 111,112c113
> < <input name="ValueOfActor">
> < %#<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
> ---
>> <& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name' &>
> 
> OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box.
> 
> This speeds up the Searchbuilder a lot!
> 
> Btw. This "Problem" with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time.
> 
> Hope this helps.
> Torsten 
> 
> 
> 
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
> 
> 
> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Mathew
> Gesendet: Montag, 17. M?rz 2008 11:06
> An: Richard Ellis
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] RT 3.6.4 poor query performance
> 
> Well, in that case, I recommend witchcraft. ;)
> 
> Mathew
> 
> Richard Ellis wrote:
>> Hi All,
>>
>> We have upgraded to 3.6.6 over the weekend and also run some 
>> optimisation against the database but performance is still very poor.
>>
>> I have looked at RTx::RightMatrix and Everyone definately does not 
>> have OwnTickets rights unless that is lying to me, which I doubt.
>> I've used the tuning-primer.sh script to do some tuning and 
>> performance has improved somewhat, as query builder now only take 300 
>> seconds average to load instead of 400, but it is still unusable which 
>> is frustrating the users. It's going to take another 36 hours before I 
>> can check how the optimisation is going.
>>
>> I couldn't get the MySQLTuner to run, but I'll take a look at the perl 
>> this week if I get a chance.
>>
>> If anyone else has any ideas at all, I'm open to suggestions, 
>> including witchcraft :)
>>
>> Richard
>>
> 
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________
> 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
> 

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From torsten.brumm at Kuehne-Nagel.com  Mon Mar 17 07:27:25 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 17 Mar 2008 12:27:25 +0100
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE53D3.6000809@gmail.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com><47DE3B5B.9020903@sun.com>
	<47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>

Hi Matthew,

We have:

Everyone: CreateTicket
Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches

Roles:

Requestor: ReplyToTicket, ShowTicket

The rest is done on a queue base.

OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think!

Btw. We rolled back...

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: Mathew [mailto:mathew.snyder at gmail.com] 
Gesendet: Montag, 17. M?rz 2008 12:20
An: Ham MI-ID, Torsten Brumm
Cc: Richard Ellis; rt-users at lists.bestpractical.com
Betreff: Re: AW: [rt-users] RT 3.6.4 poor query performance

You shouldn't have had to write a patch to fix the immense user drop down.  I've created queues with matching groups and assigned the own ticket right to only the groups that correspond to each queue.

The Everyone group only has CreateTicket on two public facing queues (all others are available for correspondence but not ticket creation), Priveleged Users has all the major rights which all users require across all queues and Unprivileged Users has only rights which customers would need to interact with a ticket.

This has provide more than enough lock down to keep users created by spam out of our drop down.

Mathew

Ham MI-ID, Torsten Brumm wrote:
> Hi Mathew, Richard,
> I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5).
> 
> To your Problem:
> 
> If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues.
> 
> I have NOT SET the OwnTickets right globally !!!! And now it will be very strange at my Live systems (and test box too).
> 
> Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!
> 
> OK, what i have tested:
> 
> Logged in as normal user with rights to 3 Queues.
> 
> This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!!
> 
> OK to fix it fast:
> 
> Here is my diff to the /share/html/Search/Elements/PickBasics
> 
> root at bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff 
> /opt/rt3/local/html/Search/Elements/PickBasics 
> /opt/rt3/share/html/Search/Elements/PickBasics
> 111,112c113
> < <input name="ValueOfActor">
> < %#<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute 
> => 'Name' &>
> ---
>> <& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 
>> 'Name' &>
> 
> OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box.
> 
> This speeds up the Searchbuilder a lot!
> 
> Btw. This "Problem" with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time.
> 
> Hope this helps.
> Torsten
> 
> 
> 
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann 
> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten 
> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: 
> Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, 
> Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: 
> Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael 
> K?hne
> 
> 
> -----Urspr?ngliche Nachricht-----
> Von: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von 
> Mathew
> Gesendet: Montag, 17. M?rz 2008 11:06
> An: Richard Ellis
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] RT 3.6.4 poor query performance
> 
> Well, in that case, I recommend witchcraft. ;)
> 
> Mathew
> 
> Richard Ellis wrote:
>> Hi All,
>>
>> We have upgraded to 3.6.6 over the weekend and also run some 
>> optimisation against the database but performance is still very poor.
>>
>> I have looked at RTx::RightMatrix and Everyone definately does not 
>> have OwnTickets rights unless that is lying to me, which I doubt.
>> I've used the tuning-primer.sh script to do some tuning and 
>> performance has improved somewhat, as query builder now only take 300 
>> seconds average to load instead of 400, but it is still unusable 
>> which is frustrating the users. It's going to take another 36 hours 
>> before I can check how the optimisation is going.
>>
>> I couldn't get the MySQLTuner to run, but I'll take a look at the 
>> perl this week if I get a chance.
>>
>> If anyone else has any ideas at all, I'm open to suggestions, 
>> including witchcraft :)
>>
>> Richard
>>
> 
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com 
> _______________________________________________
> 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
> 

--
Keep up with me and what I'm up to: http://theillien.blogspot.com



From mathew.snyder at gmail.com  Mon Mar 17 07:37:12 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Mon, 17 Mar 2008 07:37:12 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com><47DE3B5B.9020903@sun.com>
	<47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
Message-ID: <47DE57E8.5030309@gmail.com>

We have

Everyone: CreateTicket on two public facing queues

Privileged: CommentOnTicket, CreateTicket, SeeQueue, ShowOutgoingEmail, 
ShowTicket, ShowTicketComments, Watch on all queues

Unprivileged: CreateTicket, SeeQueue on one public facing queue (now 
that I think about it CreateTicket here seems redundant); ReplyToTicket, 
Watch on all queues.

Individual groups: AssignCustomFields, ModifyTicket, OwnTicket, 
ReplyToTicket, StealTicket, TakeTicket on only their corresponding queues.

Our unprivileged users need SeeQueue because we have a customer portal 
which requires it (we don't use the self-service interface).

Mathew

Ham MI-ID, Torsten Brumm wrote:
> Hi Matthew,
> 
> We have:
> 
> Everyone: CreateTicket
> Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches
> 
> Roles:
> 
> Requestor: ReplyToTicket, ShowTicket
> 
> The rest is done on a queue base.
> 
> OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think!
> 
> Btw. We rolled back...
> 
> Torsten
> 
> 
> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
> 
> 

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From mwinn at douglasbattery.com  Mon Mar 17 08:10:56 2008
From: mwinn at douglasbattery.com (Mike Winn)
Date: Mon, 17 Mar 2008 08:10:56 -0400
Subject: [rt-users] RT-Users Digest, Vol 48, Issue 42
In-Reply-To: <mailman.1436.1205746553.15359.rt-users@lists.bestpractical.com>
References: <mailman.1436.1205746553.15359.rt-users@lists.bestpractical.com>
Message-ID: <47DE5FD0.5010909@douglasbattery.com>

David,

When you do post this 'AD integration for dummies' would you be so kind 
as to send a link to me or email (even a rough copy is fine!) of your 
notes? 

I'm about to undertake the same thing and consider myself new to RT:  
We're running a test on it to see how well that it will work in our 
environment/organization and of course for user acceptance for those 
that would be working in it. 

We're currently using RT 3.4.5 on a test server and will migrate to 
3.6.5 or 3.6.6 on a new server with full AD integration (easier to 
manually create the usernames for now) at some time in the reasonably 
near future, thus the great interest in making this work with the least 
amount of pain necessary.  :)

Many thanks!

-Mike



rt-users-request at lists.bestpractical.com wrote:
> Send RT-Users mailing list submissions to
> 	rt-users at lists.bestpractical.com
>
> To subscribe or unsubscribe via the World Wide Web, visit
> 	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
> 	rt-users-request at lists.bestpractical.com
>
> You can reach the person managing the list at
> 	rt-users-owner at lists.bestpractical.com
>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
>
>
> Today's Topics:
>
>    1. Re: mason_handler.fcgi and ErrorDocument 404 (Jesse Vincent)
>    2. RT 3.6.6 / LDAP (AD) set up (bkmail08)
>    3. Re: mason_handler.fcgi and ErrorDocument 404 (holland holland)
>    4. Re: mason_handler.fcgi and ErrorDocument 404 (Jesse Vincent)
>    5. Since upgrading to 3.6.6 can only set owner of ticket to
>       nobody (Geoff Roberts)
>    6. Re: RT 3.6.6 / LDAP (AD) set up (Mike Peachey)
>    7. Re: RT 3.6.4 poor query performance (Richard Ellis)
>
>
> ----------------------------------------------------------------------
>   
>
> Message: 2
> Date: Sun, 16 Mar 2008 10:31:43 -0700 (PDT)
> From: bkmail08 <bkmail08 at yahoo.com>
> Subject: [rt-users] RT 3.6.6 / LDAP (AD) set up
> To: rt-users at lists.bestpractical.com
> Message-ID: <286525.14061.qm at web45804.mail.sp1.yahoo.com>
> Content-Type: text/plain; charset=us-ascii
>
> Hello,
>
> Does anyone know if a solution was posted to this specific thread (see below).   If so could you please send me the link?  I've googled and the same references keep popping up, but none of them seem to have the solution posted.  I am working with RHEL5 server and W2003 AD; ldapsearch with -x gives me back correct info.  If you have read this thread (below) before, I basically did everything this guy did and pretty much have the same issues.
>
> My errors in the logs are sparse:
>
> [Sun Mar 16 02:15:34 2008] [warning]: Transaction->Create couldn't, as you didn't specify an object type and id (/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1486)
> [Sun Mar 16 02:15:34 2008] [error]: FAILED LOGIN for render from 172.29.9.3 (/usr/share/rt3/html/autohandler:251)
>
> thanks in advance
> -J.
>
>
>
> RE: RT 3.6.5 Setup / LDAP [In reply to] Hello, 
>  
> With the precious help of some members of the mailing list, first and 
> foremost Edward Kovarski, we managed to get our RT 3.6.5 to run properly 
> on our RHEL5 server along with LDAP authentication with a Windows 2003 
> ActiveDirectory. 
>  
> I'll try to post here and/or on the wiki pages a kind of "RT3.6.5 & LDAP 
> for the Dummies" (as I consider myself a RT Dummy) to sum up all the 
> problems I faced and how those were sovled (most of the needed info is 
> there in the mailing list, on the internet, in the forums and in the 
> Wiki but some bits and direction where missing hence the troubles for a 
> newby). 
>  
> I hope this way to contribute rather than be a simple "consumer". 
>  
> If anybody is facing similar problems with a similar config, I'll gladly 
> try to give a hand as some of us kindly did for me. 
>  
> yours, 
>  
> David 
> _______________________________________________ 
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>  
> Community help: http://wiki.bestpractical.com 
> Commercial support: sales[at]bestpractical.com 
>
>   
>
>   

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From tom at netspot.com.au  Mon Mar 17 08:22:10 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Mon, 17 Mar 2008 22:52:10 +1030
Subject: [rt-users] Bounces back to tickets?
Message-ID: <20232E4E-65F6-419B-9C28-EE6A6FA00B9A@netspot.com.au>

List,

Emails coming from RT have a Return-Path of our postmaster, so bounced  
messages are sent there.

Has anyone redirected these bounce messages back into RT to be added  
as comments/correspondence onto the related ticket? Any side-effects  
or issues that we should be wary of?

Regards,
Tom


From Richard.Ellis at Sun.COM  Mon Mar 17 08:29:49 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Mon, 17 Mar 2008 12:29:49 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE57E8.5030309@gmail.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
	<47DE3B5B.9020903@sun.com> <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com>
Message-ID: <47DE643D.4050107@sun.com>

Hi Guys,

I'm seeing the same thing. A lot more users in that dropdown than should 
be there.

I'll do the quick and dirty hack for now to get this working again.

Thanks

Richard


Mathew wrote:
> We have
>
> Everyone: CreateTicket on two public facing queues
>
> Privileged: CommentOnTicket, CreateTicket, SeeQueue, 
> ShowOutgoingEmail, ShowTicket, ShowTicketComments, Watch on all queues
>
> Unprivileged: CreateTicket, SeeQueue on one public facing queue (now 
> that I think about it CreateTicket here seems redundant); 
> ReplyToTicket, Watch on all queues.
>
> Individual groups: AssignCustomFields, ModifyTicket, OwnTicket, 
> ReplyToTicket, StealTicket, TakeTicket on only their corresponding 
> queues.
>
> Our unprivileged users need SeeQueue because we have a customer portal 
> which requires it (we don't use the self-service interface).
>
> Mathew
>
> Ham MI-ID, Torsten Brumm wrote:
>> Hi Matthew,
>>
>> We have:
>>
>> Everyone: CreateTicket
>> Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, 
>> ShowSavedSearches
>>
>> Roles:
>>
>> Requestor: ReplyToTicket, ShowTicket
>>
>> The rest is done on a queue base.
>>
>> OK, if i have now 1 Queue and grant to this queue 1 Group the right 
>> to OwnTicket, then the dropdown must have the member of this group 
>> (from my logical understanding) and definitve NO UNPRIVILEGED USERS i 
>> think!
>>
>> Btw. We rolled back...
>>
>> Torsten
>>
>>
>> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann 
>> (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten 
>> Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: 
>> Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, 
>> Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: 
>> Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>>
>>
>

-- 
Sun.com <http://www.sun.com> 	* Richard Ellis *
Technical Developer, .Sun eBusiness

*Sun Microsystems, Inc.*
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis at Sun.COM
	sun.com

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From jboris at adphila.org  Mon Mar 17 09:22:21 2008
From: jboris at adphila.org (John  BORIS)
Date: Mon, 17 Mar 2008 09:22:21 -0400
Subject: [rt-users] Fw:  Moving RT to another Server
In-Reply-To: <OFA7A1B256.ADB6B26E-ON8625740C.0066CB80-8625740C.0066DCD7@pgtv.com>
References: <OFA7A1B256.ADB6B26E-ON8625740C.0066CB80-8625740C.0066DCD7@pgtv.com>
Message-ID: <47DE384D0200002B000476E3@gw1.adphila.org>

James,

I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org 
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>

I get the "Almost there page" but the html is messed up because I get
this at the start of the page:

<& /Elements/Header, Title=>loc("RT at a glance"), Refresh =>
$session{'home_refresh_interval'} &>

I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.

So I still have something misconfigured. 

Since this is a "New installation" I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 2:43:36 PM >>>

John - don't worry about the Apache warning about the module for now.  
You
also didn't make the necessary changes.  You put some in, left others
out,
then left the old mod_perl stuff in place.  Also, you didn't adjust
the
paths in the configs I sent you.  Note that my path only had /opt/rt,
not
/opt/rt3.  As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there. 
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l

Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org 
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>



James Moseley




                                                                       
   
             "John  BORIS"                                             
   
             <jboris at adphila.o                                         
   
             rg>                                                       
To 
                                       <jmoseley at corp.xanadoo.com>     
   
             03/14/2008 01:03                                          
cc 
             PM                                                        
   
                                                                  
Subject 
                                       Re: [rt-users] Moving RT to
another 
                                       Server                          
   
                                                                       
   
                                                                       
   
                                                                       
   
                                                                       
   
                                                                       
   
                                                                       
   




Nope. I still get the message.

Here is my httpd.conf where I made some changes.

Alias /rt3 /opt/rt3/share/html
<VirtualHost 172.31.6.213>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin jboris at adphila.org 
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 1:59:44 PM >>>
Have you checked the other config files in /etc/httpd/conf.d?
Anyways,
that error is just informational and doesn't affect anything.

So the question is, does RT work now?


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 12:51
cc
             PM
<rt-users-bounces at lists.bestpractic 
                                       al.com>


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















James,
I did as you said but I get this message when I restart the httpd
daemon


Stopping httpd:                                            [  OK  ]
Starting httpd: [Fri Mar 14 13:49:58 2008] [warn] module fcgid_module
is already loaded, skipping


I checked the httpd.conf file and the only instance for that module is
what I added. Could that have been compiled in?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 12:28:06 PM >>>
Personally, since you have a new server to test with, I would take the
time
to upgrade to the latest version - 3.6.6.  Install the backed up mysql
database, run the scripts to adjust the DB schema, install HTTP and
mod_fcgid (via yum), install RT (from source), then run a 'make
testdeps'
to see what Perl modules are missing.  Then use CPAN or yum to get
those
installed.

You can also use your tarred 3.4.5 installation as well, but switching
to
mod_perl is going to be slower.  The Fedora repository doesn't contain
an
RPM for Apache's FastCGI, but it does contain mod_fcgid - an alternate
to
the Apache FastCGI module and works just as well.  The only thing you
need
to get this working on the new server is simply the Apache syntax to
use
with mod_fcgid.  Here's my config - it should get you up and working -
adjust the paths as necessary:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/


James Moseley






             "John  BORIS"

             <jboris at adphila.o 

             rg>
To
             Sent by:
<rt-users at lists.bestpractical.com>
             rt-users-bounces@
cc
             lists.bestpractic

             al.com
Subject
                                       [rt-users] Moving RT to another

                                       Server

             03/14/2008 10:54

             AM













I am part way finished moving a working RT-3.4.5 installation to a
newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on
the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I
have
it set right but now I got the "Almost There" page when I try to
login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

<VirtualHost myserverip>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin myemail
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location /rt3>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
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 








From jmoseley at corp.xanadoo.com  Mon Mar 17 09:35:59 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Mon, 17 Mar 2008 08:35:59 -0500
Subject: [rt-users] Fw:  Moving RT to another Server
In-Reply-To: <47DE384D0200002B000476E3@gw1.adphila.org>
Message-ID: <OF8ADB1692.E6FCEC47-ON8625740F.004A5504-8625740F.004AB4C9@pgtv.com>

John, use the name of the new server (or whatever 172.31.6.213 resolves to)
in RT_SiteConfig.  Also, any reason you are using a virtual host?

Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/


James Moseley




                                                                           
             "John  BORIS"                                                 
             <jboris at adphila.o                                             
             rg>                                                        To 
                                       <jmoseley at corp.xanadoo.com>         
             03/17/2008 08:22                                           cc 
             AM                        "RT Users"                          
                                       <rt-users at lists.bestpractical.com>, 
                                       <rt-users-bounces at lists.bestpractic 
                                       al.com>                             
                                                                   Subject 
                                       Re: Fw: [rt-users] Moving RT to     
                                       another Server                      
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




James,

I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>

I get the "Almost there page" but the html is messed up because I get
this at the start of the page:

<& /Elements/Header, Title=>loc("RT at a glance"), Refresh =>
$session{'home_refresh_interval'} &>

I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.

So I still have something misconfigured.

Since this is a "New installation" I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 2:43:36 PM >>>

John - don't worry about the Apache warning about the module for now.
You
also didn't make the necessary changes.  You put some in, left others
out,
then left the old mod_perl stuff in place.  Also, you didn't adjust
the
paths in the configs I sent you.  Note that my path only had /opt/rt,
not
/opt/rt3.  As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l

Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>



James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 01:03
cc
             PM


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















Nope. I still get the message.

Here is my httpd.conf where I made some changes.

Alias /rt3 /opt/rt3/share/html
<VirtualHost 172.31.6.213>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin jboris at adphila.org
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 1:59:44 PM >>>
Have you checked the other config files in /etc/httpd/conf.d?
Anyways,
that error is just informational and doesn't affect anything.

So the question is, does RT work now?


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 12:51
cc
             PM
<rt-users-bounces at lists.bestpractic
                                       al.com>


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















James,
I did as you said but I get this message when I restart the httpd
daemon


Stopping httpd:                                            [  OK  ]
Starting httpd: [Fri Mar 14 13:49:58 2008] [warn] module fcgid_module
is already loaded, skipping


I checked the httpd.conf file and the only instance for that module is
what I added. Could that have been compiled in?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 12:28:06 PM >>>
Personally, since you have a new server to test with, I would take the
time
to upgrade to the latest version - 3.6.6.  Install the backed up mysql
database, run the scripts to adjust the DB schema, install HTTP and
mod_fcgid (via yum), install RT (from source), then run a 'make
testdeps'
to see what Perl modules are missing.  Then use CPAN or yum to get
those
installed.

You can also use your tarred 3.4.5 installation as well, but switching
to
mod_perl is going to be slower.  The Fedora repository doesn't contain
an
RPM for Apache's FastCGI, but it does contain mod_fcgid - an alternate
to
the Apache FastCGI module and works just as well.  The only thing you
need
to get this working on the new server is simply the Apache syntax to
use
with mod_fcgid.  Here's my config - it should get you up and working -
adjust the paths as necessary:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
             Sent by:
<rt-users at lists.bestpractical.com>
             rt-users-bounces@
cc
             lists.bestpractic

             al.com
Subject
                                       [rt-users] Moving RT to another

                                       Server

             03/14/2008 10:54

             AM













I am part way finished moving a working RT-3.4.5 installation to a
newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on
the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I
have
it set right but now I got the "Almost There" page when I try to
login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

<VirtualHost myserverip>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin myemail
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location /rt3>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
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










From vivek at khera.org  Mon Mar 17 09:58:06 2008
From: vivek at khera.org (Vivek Khera)
Date: Mon, 17 Mar 2008 09:58:06 -0400
Subject: [rt-users] Bounces back to tickets?
In-Reply-To: <20232E4E-65F6-419B-9C28-EE6A6FA00B9A@netspot.com.au>
References: <20232E4E-65F6-419B-9C28-EE6A6FA00B9A@netspot.com.au>
Message-ID: <AFB7FE42-E167-4263-838C-BBD8B7C8997D@khera.org>


On Mar 17, 2008, at 8:22 AM, Tom Lanyon wrote:

> Has anyone redirected these bounce messages back into RT to be added
> as comments/correspondence onto the related ticket? Any side-effects
> or issues that we should be wary of?



http://rt.bestpractical.com/view/RtBounceHandler

Latest version attached here.

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From jboris at adphila.org  Mon Mar 17 10:41:20 2008
From: jboris at adphila.org (John  BORIS)
Date: Mon, 17 Mar 2008 10:41:20 -0400
Subject: [rt-users] Fw:  Moving RT to another Server
In-Reply-To: <OF8ADB1692.E6FCEC47-ON8625740F.004A5504-8625740F.004AB4C9@pgtv.com>
References: <47DE384D0200002B000476E3@gw1.adphila.org>
	<OF8ADB1692.E6FCEC47-ON8625740F.004A5504-8625740F.004AB4C9@pgtv.com>
Message-ID: <47DE4AD00200002B0004772F@gw1.adphila.org>

I did set the RT_SiteConfig variable to my IP address. 
I am calling RT to http://172.31.6.213/

This server is multihomed. I have a limited budget here so any server
does more then single duty. Also the systems don't get much work.  My
trouble tickets have decreased over the years to about two or three a
day.

I did a call to http://172.31.6.213/rt/ 

and got an Internal Server error
This error comes when I restart the httpd daemon
BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.8/CGI/Fast.pm
line 22.
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line
57.

And this one comes when I try to connect.
[Mon Mar 17 10:36:52 2008] [notice] mod_fcgid: process
/opt/rt3/bin/mason_handler.fcgi(29612) exit(communication error),
terminated by calling exit(), return code: 2




John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/17/2008 9:35:59 AM >>>
John, use the name of the new server (or whatever 172.31.6.213 resolves
to)
in RT_SiteConfig.  Also, any reason you are using a virtual host?

Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/ 


James Moseley




                                                                       
   
             "John  BORIS"                                             
   
             <jboris at adphila.o                                         
   
             rg>                                                       
To 
                                       <jmoseley at corp.xanadoo.com>     
   
             03/17/2008 08:22                                          
cc 
             AM                        "RT Users"                      
   
                                      
<rt-users at lists.bestpractical.com>, 
                                      
<rt-users-bounces at lists.bestpractic 
                                       al.com>                         
   
                                                                  
Subject 
                                       Re: Fw: [rt-users] Moving RT to 
   
                                       another Server                  
   
                                                                       
   
                                                                       
   
                                                                       
   
                                                                       
   
                                                                       
   
                                                                       
   




James,

I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>

I get the "Almost there page" but the html is messed up because I get
this at the start of the page:

<& /Elements/Header, Title=>loc("RT at a glance"), Refresh =>
$session{'home_refresh_interval'} &>

I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.

So I still have something misconfigured.

Since this is a "New installation" I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 2:43:36 PM >>>

John - don't worry about the Apache warning about the module for now.
You
also didn't make the necessary changes.  You put some in, left others
out,
then left the old mod_perl stuff in place.  Also, you didn't adjust
the
paths in the configs I sent you.  Note that my path only had /opt/rt,
not
/opt/rt3.  As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l

Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org 
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>



James Moseley






             "John  BORIS"

             <jboris at adphila.o 

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 01:03
cc
             PM


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















Nope. I still get the message.

Here is my httpd.conf where I made some changes.

Alias /rt3 /opt/rt3/share/html
<VirtualHost 172.31.6.213>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin jboris at adphila.org 
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 1:59:44 PM >>>
Have you checked the other config files in /etc/httpd/conf.d?
Anyways,
that error is just informational and doesn't affect anything.

So the question is, does RT work now?


James Moseley






             "John  BORIS"

             <jboris at adphila.o 

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 12:51
cc
             PM
<rt-users-bounces at lists.bestpractic 
                                       al.com>


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















James,
I did as you said but I get this message when I restart the httpd
daemon


Stopping httpd:                                            [  OK  ]
Starting httpd: [Fri Mar 14 13:49:58 2008] [warn] module fcgid_module
is already loaded, skipping


I checked the httpd.conf file and the only instance for that module is
what I added. Could that have been compiled in?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 12:28:06 PM >>>
Personally, since you have a new server to test with, I would take the
time
to upgrade to the latest version - 3.6.6.  Install the backed up mysql
database, run the scripts to adjust the DB schema, install HTTP and
mod_fcgid (via yum), install RT (from source), then run a 'make
testdeps'
to see what Perl modules are missing.  Then use CPAN or yum to get
those
installed.

You can also use your tarred 3.4.5 installation as well, but switching
to
mod_perl is going to be slower.  The Fedora repository doesn't contain
an
RPM for Apache's FastCGI, but it does contain mod_fcgid - an alternate
to
the Apache FastCGI module and works just as well.  The only thing you
need
to get this working on the new server is simply the Apache syntax to
use
with mod_fcgid.  Here's my config - it should get you up and working -
adjust the paths as necessary:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/


James Moseley






             "John  BORIS"

             <jboris at adphila.o 

             rg>
To
             Sent by:
<rt-users at lists.bestpractical.com>
             rt-users-bounces@
cc
             lists.bestpractic

             al.com
Subject
                                       [rt-users] Moving RT to another

                                       Server

             03/14/2008 10:54

             AM













I am part way finished moving a working RT-3.4.5 installation to a
newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on
the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I
have
it set right but now I got the "Almost There" page when I try to
login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

<VirtualHost myserverip>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin myemail
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location /rt3>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
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 










From jesse at bestpractical.com  Mon Mar 17 10:57:46 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 17 Mar 2008 10:57:46 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE643D.4050107@sun.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
	<47DE3B5B.9020903@sun.com> <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com> <47DE643D.4050107@sun.com>
Message-ID: <FA3735D4-4437-41E7-A96A-8898B758EA6D@bestpractical.com>


On Mar 17, 2008, at 8:29 AM, Richard Ellis wrote:

> Hi Guys,
>
> I'm seeing the same thing. A lot more users in that dropdown than  
> should be there.
>

Richard,

I'd like to help get to the bottom of this.  Can you send the output of:

SELECT * from ACL where RightName = 'OwnTicket'



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From jmoseley at corp.xanadoo.com  Mon Mar 17 11:10:14 2008
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Mon, 17 Mar 2008 10:10:14 -0500
Subject: [rt-users] Fw:  Moving RT to another Server
In-Reply-To: <47DE4AD00200002B0004772F@gw1.adphila.org>
Message-ID: <OF8D684F9C.2D313023-ON8625740F.0052E243-8625740F.005355BD@pgtv.com>

You defintitely need to be calling it via http://172.31.6.213/rt/

As to your other errors, those are definitely problems.  Did you install RT
via source or yum repository?  Either way, have you done a 'make testdeps'
in the source directory to ensure all the Perl modules have been installed?


James Moseley




                                                                           
             "John  BORIS"                                                 
             <jboris at adphila.o                                             
             rg>                                                        To 
                                       <jmoseley at corp.xanadoo.com>         
             03/17/2008 09:41                                           cc 
             AM                        "RT Users"                          
                                       <rt-users at lists.bestpractical.com>, 
                                       <rt-users-bounces at lists.bestpractic 
                                       al.com>                             
                                                                   Subject 
                                       Re: Fw: [rt-users] Moving RT to     
                                       another Server                      
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




I did set the RT_SiteConfig variable to my IP address.
I am calling RT to http://172.31.6.213/

This server is multihomed. I have a limited budget here so any server
does more then single duty. Also the systems don't get much work.  My
trouble tickets have decreased over the years to about two or three a
day.

I did a call to http://172.31.6.213/rt/

and got an Internal Server error
This error comes when I restart the httpd daemon
BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.8/CGI/Fast.pm
line 22.
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line
57.

And this one comes when I try to connect.
[Mon Mar 17 10:36:52 2008] [notice] mod_fcgid: process
/opt/rt3/bin/mason_handler.fcgi(29612) exit(communication error),
terminated by calling exit(), return code: 2




John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/17/2008 9:35:59 AM >>>
John, use the name of the new server (or whatever 172.31.6.213 resolves
to)
in RT_SiteConfig.  Also, any reason you are using a virtual host?

Lastly, I assume you are calling RT at the following URL:
http://172.31.6.213/rt/


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/17/2008 08:22
cc
             AM                        "RT Users"


<rt-users at lists.bestpractical.com>,

<rt-users-bounces at lists.bestpractic
                                       al.com>


Subject
                                       Re: Fw: [rt-users] Moving RT to

                                       another Server

















James,

I did what you suggested and made my httpd.conf file look like this
with one exception. I have to use the server IP address since my real
server is still in operation. So here is my current setting:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org
ServerName 172.31.6.213
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>

I get the "Almost there page" but the html is messed up because I get
this at the start of the page:

<& /Elements/Header, Title=>loc("RT at a glance"), Refresh =>
$session{'home_refresh_interval'} &>

I looked in my RT_SiteConfig.pm and made sure the IP address was there
not the rt.adphila.org since the rt.adphila.org server is still
running.

So I still have something misconfigured.

Since this is a "New installation" I think I am going to start over
with the RT install process and then see about moving the data unless
there is something simple I am missing.



John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 2:43:36 PM >>>

John - don't worry about the Apache warning about the module for now.
You
also didn't make the necessary changes.  You put some in, left others
out,
then left the old mod_perl stuff in place.  Also, you didn't adjust
the
paths in the configs I sent you.  Note that my path only had /opt/rt,
not
/opt/rt3.  As for the warning, again, check the other configs in
/etc/httpd/conf.d and make sure the module isn't being loaded there.
To
double-check that the fcgi module isn't compiled into Apache (it
shouldn't
be if you installed via yum), just run the following command to see
what is
compiled in: httpd -l

Get rid of the 'Alias /rt3' statment, then replace the virtual host
stanza
with this:

<VirtualHost 172.31.6.213>
AddDefaultCharset UTF-8
ErrorLog logs/rt_error_log
ServerAdmin jboris at adphila.org
ServerName rt.adphila.org
LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>



James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 01:03
cc
             PM


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















Nope. I still get the message.

Here is my httpd.conf where I made some changes.

Alias /rt3 /opt/rt3/share/html
<VirtualHost 172.31.6.213>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin jboris at adphila.org
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 1:59:44 PM >>>
Have you checked the other config files in /etc/httpd/conf.d?
Anyways,
that error is just informational and doesn't affect anything.

So the question is, does RT work now?


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
                                       <jmoseley at corp.xanadoo.com>

             03/14/2008 12:51
cc
             PM
<rt-users-bounces at lists.bestpractic
                                       al.com>


Subject
                                       Re: [rt-users] Moving RT to
another
                                       Server

















James,
I did as you said but I get this message when I restart the httpd
daemon


Stopping httpd:                                            [  OK  ]
Starting httpd: [Fri Mar 14 13:49:58 2008] [warn] module fcgid_module
is already loaded, skipping


I checked the httpd.conf file and the only instance for that module is
what I added. Could that have been compiled in?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> <jmoseley at corp.xanadoo.com> 3/14/2008 12:28:06 PM >>>
Personally, since you have a new server to test with, I would take the
time
to upgrade to the latest version - 3.6.6.  Install the backed up mysql
database, run the scripts to adjust the DB schema, install HTTP and
mod_fcgid (via yum), install RT (from source), then run a 'make
testdeps'
to see what Perl modules are missing.  Then use CPAN or yum to get
those
installed.

You can also use your tarred 3.4.5 installation as well, but switching
to
mod_perl is going to be slower.  The Fedora repository doesn't contain
an
RPM for Apache's FastCGI, but it does contain mod_fcgid - an alternate
to
the Apache FastCGI module and works just as well.  The only thing you
need
to get this working on the new server is simply the Apache syntax to
use
with mod_fcgid.  Here's my config - it should get you up and working -
adjust the paths as necessary:

LoadModule fcgid_module modules/mod_fcgid.so

# Use FastCGI to process .fcg .fcgi & .fpl scripts
# Don't do this if mod_fastcgi is present, as it will try to do the
same
thing
<IfModule !mod_fastcgi.c>
    AddHandler fcgid-script fcg fcgi fpl
</IfModule>

# Sane place to put sockets and shared memory file
SocketPath run/mod_fcgid
SharememPath run/fcgid_shm

# Main instance
Alias /rt/NoAuth/images/ /opt/rt/share/html/NoAuth/images/
ScriptAlias /rt /opt/rt/bin/mason_handler.fcgi/


James Moseley






             "John  BORIS"

             <jboris at adphila.o

             rg>
To
             Sent by:
<rt-users at lists.bestpractical.com>
             rt-users-bounces@
cc
             lists.bestpractic

             al.com
Subject
                                       [rt-users] Moving RT to another

                                       Server

             03/14/2008 10:54

             AM













I am part way finished moving a working RT-3.4.5 installation to a
newer
server running MySQL 5, PHP 5 and Fedora 8. I tarred up the rt
installation and put it in the same place on the new server. I did a
mysqldump of the rt3 database and then ran that on the new server. The
running installation is using FastCGI which I can't get installed on
the
newer server since the Apache source is not on the new server. So I
decided to use mod_perl. Looking at the Bok RT Essentials I think I
have
it set right but now I got the "Almost There" page when I try to
login.

The error logs show a missing favicon.ico file.

Here is my rt portion of my httpd.conf file:

<VirtualHost myserverip>
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ErrorLog logs/rt_error_log
        ServerAdmin myemail
        ServerName rt.adphila.org

        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
        TransferLog logs/rt_access_log
        DirectoryIndex index.html index.htm index.shtml
        <Directory "/opt/rt3/share/html">
                Options FollowSymLinks ExecCGI
                AllowOverride None
        </Directory>

        ErrorLog logs/rt_error_log
        <Location /rt3>
        SetHandler perl-script
        PerlHandler RT::Mason
        </Location>
</VirtualHost>


Any pointers would be appreciated.

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
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












From jarends at uiuc.edu  Mon Mar 17 11:19:10 2008
From: jarends at uiuc.edu (John Arends)
Date: Mon, 17 Mar 2008 10:19:10 -0500
Subject: [rt-users] Scrip question and how to debug?
In-Reply-To: <5DB09C68-C003-47D2-8400-F400A5B12DCA@khera.org>
References: <47DAC30A.8040203@uiuc.edu>
	<5DB09C68-C003-47D2-8400-F400A5B12DCA@khera.org>
Message-ID: <47DE8BEE.6010001@uiuc.edu>

Vivek:

Looking at log output made me realize that $Owner does not contain the 
name of the owner. Where is the actual owner name stored as a string? I 
want to compare that string to Nobody. This seems like it should be 
fairly simple but I don't understand enough about how RT works 
internally to figure that out.

my $admincclist = $self->TicketObj->AdminCc;

  my $Owner = $self->TicketObj->OwnerObj;

if ( $Owner->Id ne "Nobody"){
  $admincclist->AddMember($Owner->Id);
}




Vivek Khera wrote:
> On Mar 14, 2008, at 2:25 PM, John Arends wrote:
> 
>> Second, is there a good way to debug scrips? I feel like I'm just
>> feeling around in the dark and don't know how to tell if they're  
>> really
>> working, or what the contents of variables are, etc. If I was writing
> 
> sprinkle your scrip with lines like this:
> 
>    $RT::Logger->error("Got a create transacation...");
> 
> and look in your RT logfile.
> 








From Richard.Ellis at Sun.COM  Mon Mar 17 11:48:02 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Mon, 17 Mar 2008 15:48:02 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <FA3735D4-4437-41E7-A96A-8898B758EA6D@bestpractical.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
	<47DE3B5B.9020903@sun.com> <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com> <47DE643D.4050107@sun.com>
	<FA3735D4-4437-41E7-A96A-8898B758EA6D@bestpractical.com>
Message-ID: <47DE92B2.9080609@sun.com>

Hi Jesse,

mysql> use rt3;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql> SELECT * from ACL where RightName = 'OwnTicket'
    -> ;
+------+---------------+-------------+-----------+------------+----------+-------------+---------------+
| id   | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId 
| DelegatedBy | DelegatedFrom |
+------+---------------+-------------+-----------+------------+----------+-------------+---------------+
|   14 | Group         |          13 | OwnTicket | RT::Queue  |        1 
|      0 |             0 |
| 1686 | Group         |         389 | OwnTicket | RT::Queue  |        1 
|      0 |             0 |
| 1770 | Group         |         609 | OwnTicket | RT::Queue  |        1 
|      0 |             0 |
| 2124 | Group         |         755 | OwnTicket | RT::Queue  |        1 
|      0 |             0 |
|  262 | Group         |         332 | OwnTicket | RT::Queue  |        3 
|      0 |             0 |
|  249 | Group         |         333 | OwnTicket | RT::Queue  |        3 
|      0 |             0 |
|  313 | Group         |         332 | OwnTicket | RT::Queue  |        4 
|      0 |             0 |
|  300 | Group         |         334 | OwnTicket | RT::Queue  |        4 
|      0 |             0 |
|  326 | Group         |         332 | OwnTicket | RT::Queue  |        5 
|      0 |             0 |
|  338 | Group         |         335 | OwnTicket | RT::Queue  |        5 
|      0 |             0 |
|  363 | Group         |         332 | OwnTicket | RT::Queue  |        6 
|      0 |             0 |
|  350 | Group         |         336 | OwnTicket | RT::Queue  |        6 
|      0 |             0 |
|  376 | Group         |         332 | OwnTicket | RT::Queue  |        7 
|      0 |             0 |
|  388 | Group         |         337 | OwnTicket | RT::Queue  |        7 
|      0 |             0 |
|  401 | Group         |         332 | OwnTicket | RT::Queue  |        8 
|      0 |             0 |
|  413 | Group         |         338 | OwnTicket | RT::Queue  |        8 
|      0 |             0 |
|  438 | Group         |         332 | OwnTicket | RT::Queue  |        9 
|      0 |             0 |
|  425 | Group         |         339 | OwnTicket | RT::Queue  |        9 
|      0 |             0 |
|  237 | Group         |         332 | OwnTicket | RT::Queue  |       10 
|      0 |             0 |
|  224 | Group         |         340 | OwnTicket | RT::Queue  |       10 
|      0 |             0 |
|  450 | Group         |         332 | OwnTicket | RT::Queue  |       11 
|      0 |             0 |
| 4994 | Group         |       21706 | OwnTicket | RT::Queue  |       11 
|      0 |             0 |
|  288 | Group         |         332 | OwnTicket | RT::Queue  |       12 
|      0 |             0 |
|  512 | Group         |         342 | OwnTicket | RT::Queue  |       13 
|      0 |             0 |
|  500 | Group         |         350 | OwnTicket | RT::Queue  |       13 
|      0 |             0 |
|  550 | Group         |         343 | OwnTicket | RT::Queue  |       14 
|      0 |             0 |
|  537 | Group         |         350 | OwnTicket | RT::Queue  |       14 
|      0 |             0 |
|  575 | Group         |         344 | OwnTicket | RT::Queue  |       15 
|      0 |             0 |
|  563 | Group         |         350 | OwnTicket | RT::Queue  |       15 
|      0 |             0 |
|  587 | Group         |         345 | OwnTicket | RT::Queue  |       16 
|      0 |             0 |
|  600 | Group         |         350 | OwnTicket | RT::Queue  |       16 
|      0 |             0 |
|  625 | Group         |         346 | OwnTicket | RT::Queue  |       17 
|      0 |             0 |
|  613 | Group         |         350 | OwnTicket | RT::Queue  |       17 
|      0 |             0 |
|  650 | Group         |         347 | OwnTicket | RT::Queue  |       18 
|      0 |             0 |
|  638 | Group         |         350 | OwnTicket | RT::Queue  |       18 
|      0 |             0 |
|  662 | Group         |         348 | OwnTicket | RT::Queue  |       19 
|      0 |             0 |
|  675 | Group         |         350 | OwnTicket | RT::Queue  |       19 
|      0 |             0 |
|  475 | Group         |         349 | OwnTicket | RT::Queue  |       20 
|      0 |             0 |
|  487 | Group         |         350 | OwnTicket | RT::Queue  |       20 
|      0 |             0 |
|  688 | Group         |         350 | OwnTicket | RT::Queue  |       21 
|      0 |             0 |
| 5016 | Group         |       21707 | OwnTicket | RT::Queue  |       21 
|      0 |             0 |
|  525 | Group         |         350 | OwnTicket | RT::Queue  |       22 
|      0 |             0 |
|  701 | Group         |         341 | OwnTicket | RT::Queue  |       23 
|      0 |             0 |
|  714 | Group         |         351 | OwnTicket | RT::Queue  |       23 
|      0 |             0 |
| 1716 | Group         |         341 | OwnTicket | RT::Queue  |       24 
|      0 |             0 |
| 1728 | Group         |         352 | OwnTicket | RT::Queue  |       24 
|      0 |             0 |
|  763 | Group         |         341 | OwnTicket | RT::Queue  |       25 
|      0 |             0 |
|  751 | Group         |         353 | OwnTicket | RT::Queue  |       25 
|      0 |             0 |
|  776 | Group         |         341 | OwnTicket | RT::Queue  |       26 
|      0 |             0 |
|  800 | Group         |         354 | OwnTicket | RT::Queue  |       26 
|      0 |             0 |
|  824 | Group         |         341 | OwnTicket | RT::Queue  |       27 
|      0 |             0 |
|  812 | Group         |         355 | OwnTicket | RT::Queue  |       27 
|      0 |             0 |
|  837 | Group         |         341 | OwnTicket | RT::Queue  |       28 
|      0 |             0 |
|  899 | Group         |         356 | OwnTicket | RT::Queue  |       28 
|      0 |             0 |
|  849 | Group         |         341 | OwnTicket | RT::Queue  |       29 
|      0 |             0 |
|  863 | Group         |         357 | OwnTicket | RT::Queue  |       29 
|      0 |             0 |
|  924 | Group         |         341 | OwnTicket | RT::Queue  |       30 
|      0 |             0 |
|  911 | Group         |         358 | OwnTicket | RT::Queue  |       30 
|      0 |             0 |
|  887 | Group         |         341 | OwnTicket | RT::Queue  |       31 
|      0 |             0 |
|  874 | Group         |         359 | OwnTicket | RT::Queue  |       31 
|      0 |             0 |
|  937 | Group         |         341 | OwnTicket | RT::Queue  |       32 
|      0 |             0 |
|  949 | Group         |         360 | OwnTicket | RT::Queue  |       32 
|      0 |             0 |
| 4745 | Group         |         385 | OwnTicket | RT::Queue  |       32 
|      0 |             0 |
| 4730 | Group         |          41 | OwnTicket | RT::Queue  |       33 
|      0 |             0 |
|  739 | Group         |         341 | OwnTicket | RT::Queue  |       33 
|      0 |             0 |
|  961 | Group         |         361 | OwnTicket | RT::Queue  |       33 
|      0 |             0 |
|  986 | Group         |         341 | OwnTicket | RT::Queue  |       34 
|      0 |             0 |
|  973 | Group         |         362 | OwnTicket | RT::Queue  |       34 
|      0 |             0 |
| 1011 | Group         |         341 | OwnTicket | RT::Queue  |       35 
|      0 |             0 |
|  998 | Group         |         363 | OwnTicket | RT::Queue  |       35 
|      0 |             0 |
| 1037 | Group         |         341 | OwnTicket | RT::Queue  |       36 
|      0 |             0 |
| 1024 | Group         |         364 | OwnTicket | RT::Queue  |       36 
|      0 |             0 |
| 1050 | Group         |         341 | OwnTicket | RT::Queue  |       37 
|      0 |             0 |
| 1062 | Group         |         365 | OwnTicket | RT::Queue  |       37 
|      0 |             0 |
| 1087 | Group         |         341 | OwnTicket | RT::Queue  |       38 
|      0 |             0 |
| 1074 | Group         |         366 | OwnTicket | RT::Queue  |       38 
|      0 |             0 |
| 1099 | Group         |         341 | OwnTicket | RT::Queue  |       39 
|      0 |             0 |
| 1111 | Group         |         367 | OwnTicket | RT::Queue  |       39 
|      0 |             0 |
| 1136 | Group         |         341 | OwnTicket | RT::Queue  |       40 
|      0 |             0 |
| 1123 | Group         |         368 | OwnTicket | RT::Queue  |       40 
|      0 |             0 |
| 1160 | Group         |         341 | OwnTicket | RT::Queue  |       41 
|      0 |             0 |
| 1148 | Group         |         369 | OwnTicket | RT::Queue  |       41 
|      0 |             0 |
| 1173 | Group         |         341 | OwnTicket | RT::Queue  |       42 
|      0 |             0 |
| 1185 | Group         |         370 | OwnTicket | RT::Queue  |       42 
|      0 |             0 |
| 1209 | Group         |         341 | OwnTicket | RT::Queue  |       43 
|      0 |             0 |
| 1197 | Group         |         371 | OwnTicket | RT::Queue  |       43 
|      0 |             0 |
| 1222 | Group         |         341 | OwnTicket | RT::Queue  |       44 
|      0 |             0 |
| 1234 | Group         |         372 | OwnTicket | RT::Queue  |       44 
|      0 |             0 |
| 1247 | Group         |         341 | OwnTicket | RT::Queue  |       45 
|      0 |             0 |
| 1259 | Group         |         373 | OwnTicket | RT::Queue  |       45 
|      0 |             0 |
| 1284 | Group         |         341 | OwnTicket | RT::Queue  |       46 
|      0 |             0 |
| 1271 | Group         |         374 | OwnTicket | RT::Queue  |       46 
|      0 |             0 |
| 1309 | Group         |         341 | OwnTicket | RT::Queue  |       47 
|      0 |             0 |
| 1296 | Group         |         375 | OwnTicket | RT::Queue  |       47 
|      0 |             0 |
| 1322 | Group         |         341 | OwnTicket | RT::Queue  |       48 
|      0 |             0 |
| 1334 | Group         |         376 | OwnTicket | RT::Queue  |       48 
|      0 |             0 |
| 1347 | Group         |         341 | OwnTicket | RT::Queue  |       49 
|      0 |             0 |
| 1359 | Group         |         377 | OwnTicket | RT::Queue  |       49 
|      0 |             0 |
| 1383 | Group         |         341 | OwnTicket | RT::Queue  |       50 
|      0 |             0 |
| 1371 | Group         |         378 | OwnTicket | RT::Queue  |       50 
|      0 |             0 |
| 1408 | Group         |         341 | OwnTicket | RT::Queue  |       51 
|      0 |             0 |
| 1743 | Group         |         379 | OwnTicket | RT::Queue  |       51 
|      0 |             0 |
| 1433 | Group         |         341 | OwnTicket | RT::Queue  |       52 
|      0 |             0 |
| 1445 | Group         |         380 | OwnTicket | RT::Queue  |       52 
|      0 |             0 |
| 1457 | Group         |         341 | OwnTicket | RT::Queue  |       53 
|      0 |             0 |
| 1469 | Group         |         381 | OwnTicket | RT::Queue  |       53 
|      0 |             0 |
| 1482 | Group         |         341 | OwnTicket | RT::Queue  |       54 
|      0 |             0 |
| 1494 | Group         |         386 | OwnTicket | RT::Queue  |       54 
|      0 |             0 |
| 1543 | Group         |         341 | OwnTicket | RT::Queue  |       55 
|      0 |             0 |
| 1531 | Group         |         382 | OwnTicket | RT::Queue  |       55 
|      0 |             0 |
| 1506 | Group         |         341 | OwnTicket | RT::Queue  |       56 
|      0 |             0 |
| 5038 | Group         |       21708 | OwnTicket | RT::Queue  |       56 
|      0 |             0 |
| 1519 | Group         |         341 | OwnTicket | RT::Queue  |       57 
|      0 |             0 |
| 3089 | Group         |        1568 | OwnTicket | RT::Queue  |       57 
|      0 |             0 |
|  463 | Group         |         383 | OwnTicket | RT::Queue  |       58 
|      0 |             0 |
| 1788 | Group         |         578 | OwnTicket | RT::Queue  |       61 
|      0 |             0 |
| 1825 | Group         |         578 | OwnTicket | RT::Queue  |       62 
|      0 |             0 |
| 1812 | Group         |         580 | OwnTicket | RT::Queue  |       62 
|      0 |             0 |
| 1862 | Group         |         578 | OwnTicket | RT::Queue  |       63 
|      0 |             0 |
| 1837 | Group         |         581 | OwnTicket | RT::Queue  |       63 
|      0 |             0 |
| 1849 | Group         |         582 | OwnTicket | RT::Queue  |       63 
|      0 |             0 |
| 1874 | Group         |         578 | OwnTicket | RT::Queue  |       64 
|      0 |             0 |
| 1911 | Group         |         578 | OwnTicket | RT::Queue  |       65 
|      0 |             0 |
| 1937 | Group         |         578 | OwnTicket | RT::Queue  |       66 
|      0 |             0 |
| 1981 | Group         |         641 | OwnTicket | RT::Queue  |       67 
|      0 |             0 |
| 1968 | Group         |         667 | OwnTicket | RT::Queue  |       67 
|      0 |             0 |
| 1994 | Group         |         641 | OwnTicket | RT::Queue  |       68 
|      0 |             0 |
| 2006 | Group         |         668 | OwnTicket | RT::Queue  |       68 
|      0 |             0 |
| 2021 | Group         |         641 | OwnTicket | RT::Queue  |       69 
|      0 |             0 |
| 2035 | Group         |         669 | OwnTicket | RT::Queue  |       69 
|      0 |             0 |
| 2048 | Group         |         641 | OwnTicket | RT::Queue  |       70 
|      0 |             0 |
| 2105 | Group         |         642 | OwnTicket | RT::Queue  |       70 
|      0 |             0 |
| 2075 | Group         |         641 | OwnTicket | RT::Queue  |       71 
|      0 |             0 |
| 2090 | Group         |         641 | OwnTicket | RT::Queue  |       72 
|      0 |             0 |
| 4953 | Group         |           4 | OwnTicket | RT::Queue  |       73 
|      0 |             0 |
| 2141 | Group         |         578 | OwnTicket | RT::Queue  |       74 
|      0 |             0 |
| 2167 | Group         |         350 | OwnTicket | RT::Queue  |       75 
|      0 |             0 |
| 2154 | Group         |        1008 | OwnTicket | RT::Queue  |       75 
|      0 |             0 |
| 2181 | Group         |         341 | OwnTicket | RT::Queue  |       76 
|      0 |             0 |
| 2193 | Group         |        1055 | OwnTicket | RT::Queue  |       76 
|      0 |             0 |
| 2218 | Group         |        1064 | OwnTicket | RT::Queue  |       77 
|      0 |             0 |
| 2230 | Group         |        1065 | OwnTicket | RT::Queue  |       77 
|      0 |             0 |
| 2255 | Group         |        1064 | OwnTicket | RT::Queue  |       78 
|      0 |             0 |
| 2243 | Group         |        1066 | OwnTicket | RT::Queue  |       78 
|      0 |             0 |
| 2269 | Group         |        1064 | OwnTicket | RT::Queue  |       79 
|      0 |             0 |
| 2281 | Group         |        1067 | OwnTicket | RT::Queue  |       79 
|      0 |             0 |
| 2294 | Group         |        1064 | OwnTicket | RT::Queue  |       80 
|      0 |             0 |
| 2306 | Group         |        1068 | OwnTicket | RT::Queue  |       80 
|      0 |             0 |
| 2330 | Group         |        1064 | OwnTicket | RT::Queue  |       81 
|      0 |             0 |
| 2318 | Group         |        1069 | OwnTicket | RT::Queue  |       81 
|      0 |             0 |
| 2355 | Group         |        1064 | OwnTicket | RT::Queue  |       82 
|      0 |             0 |
| 2342 | Group         |        1070 | OwnTicket | RT::Queue  |       82 
|      0 |             0 |
| 2368 | Group         |        1064 | OwnTicket | RT::Queue  |       83 
|      0 |             0 |
| 2382 | Group         |        1071 | OwnTicket | RT::Queue  |       83 
|      0 |             0 |
| 2395 | Group         |        1064 | OwnTicket | RT::Queue  |       84 
|      0 |             0 |
| 2409 | Group         |        1072 | OwnTicket | RT::Queue  |       84 
|      0 |             0 |
| 2422 | Group         |        1064 | OwnTicket | RT::Queue  |       85 
|      0 |             0 |
| 2436 | Group         |        1064 | OwnTicket | RT::Queue  |       86 
|      0 |             0 |
| 2448 | Group         |        1073 | OwnTicket | RT::Queue  |       86 
|      0 |             0 |
| 2885 | Group         |        1156 | OwnTicket | RT::Queue  |       87 
|      0 |             0 |
| 2897 | Group         |        1157 | OwnTicket | RT::Queue  |       87 
|      0 |             0 |
| 2910 | Group         |        1156 | OwnTicket | RT::Queue  |       88 
|      0 |             0 |
| 2922 | Group         |        1158 | OwnTicket | RT::Queue  |       88 
|      0 |             0 |
| 2949 | Group         |        1156 | OwnTicket | RT::Queue  |       89 
|      0 |             0 |
| 2936 | Group         |        1159 | OwnTicket | RT::Queue  |       89 
|      0 |             0 |
| 2964 | Group         |        1156 | OwnTicket | RT::Queue  |       90 
|      0 |             0 |
| 2976 | Group         |        1160 | OwnTicket | RT::Queue  |       90 
|      0 |             0 |
| 2991 | Group         |        1156 | OwnTicket | RT::Queue  |       91 
|      0 |             0 |
| 3003 | Group         |        1161 | OwnTicket | RT::Queue  |       91 
|      0 |             0 |
| 3032 | Group         |        1156 | OwnTicket | RT::Queue  |       92 
|      0 |             0 |
| 3019 | Group         |        1162 | OwnTicket | RT::Queue  |       92 
|      0 |             0 |
| 3047 | Group         |        1156 | OwnTicket | RT::Queue  |       93 
|      0 |             0 |
| 3059 | Group         |        1163 | OwnTicket | RT::Queue  |       93 
|      0 |             0 |
| 2500 | Group         |        1156 | OwnTicket | RT::Queue  |       94 
|      0 |             0 |
| 2485 | Group         |        1164 | OwnTicket | RT::Queue  |       94 
|      0 |             0 |
| 3074 | Group         |        1156 | OwnTicket | RT::Queue  |       95 
|      0 |             0 |
| 2664 | Group         |        1238 | OwnTicket | RT::Queue  |       96 
|      0 |             0 |
| 2678 | Group         |        1239 | OwnTicket | RT::Queue  |       96 
|      0 |             0 |
| 2720 | Group         |        1238 | OwnTicket | RT::Queue  |       97 
|      0 |             0 |
| 2707 | Group         |        1240 | OwnTicket | RT::Queue  |       97 
|      0 |             0 |
| 2747 | Group         |        1238 | OwnTicket | RT::Queue  |       98 
|      0 |             0 |
| 2734 | Group         |        1241 | OwnTicket | RT::Queue  |       98 
|      0 |             0 |
| 2762 | Group         |        1238 | OwnTicket | RT::Queue  |       99 
|      0 |             0 |
| 2774 | Group         |        1242 | OwnTicket | RT::Queue  |       99 
|      0 |             0 |
| 2787 | Group         |        1238 | OwnTicket | RT::Queue  |      100 
|      0 |             0 |
| 2801 | Group         |        1243 | OwnTicket | RT::Queue  |      100 
|      0 |             0 |
| 2814 | Group         |        1238 | OwnTicket | RT::Queue  |      101 
|      0 |             0 |
| 2826 | Group         |        1244 | OwnTicket | RT::Queue  |      101 
|      0 |             0 |
| 2855 | Group         |        1238 | OwnTicket | RT::Queue  |      102 
|      0 |             0 |
| 2842 | Group         |        1245 | OwnTicket | RT::Queue  |      102 
|      0 |             0 |
| 2637 | Group         |        1238 | OwnTicket | RT::Queue  |      103 
|      0 |             0 |
| 2649 | Group         |        1246 | OwnTicket | RT::Queue  |      103 
|      0 |             0 |
| 2870 | Group         |        1156 | OwnTicket | RT::Queue  |      104 
|      0 |             0 |
| 2691 | Group         |        1238 | OwnTicket | RT::Queue  |      105 
|      0 |             0 |
| 4647 | Group         |        1593 | OwnTicket | RT::Queue  |      106 
|      0 |             0 |
| 3182 | Group         |        1585 | OwnTicket | RT::Queue  |      107 
|      0 |             0 |
| 3194 | Group         |        1587 | OwnTicket | RT::Queue  |      107 
|      0 |             0 |
| 3221 | Group         |        1585 | OwnTicket | RT::Queue  |      108 
|      0 |             0 |
| 3208 | Group         |        1588 | OwnTicket | RT::Queue  |      108 
|      0 |             0 |
| 3248 | Group         |        1589 | OwnTicket | RT::Queue  |      109 
|      0 |             0 |
| 3260 | Group         |        1590 | OwnTicket | RT::Queue  |      110 
|      0 |             0 |
| 3302 | Group         |        1591 | OwnTicket | RT::Queue  |      111 
|      0 |             0 |
| 3316 | Group         |        1592 | OwnTicket | RT::Queue  |      112 
|      0 |             0 |
| 3125 | Group         |        1593 | OwnTicket | RT::Queue  |      113 
|      0 |             0 |
| 3405 | Group         |        1634 | OwnTicket | RT::Queue  |      116 
|      0 |             0 |
| 3392 | Group         |        1635 | OwnTicket | RT::Queue  |      116 
|      0 |             0 |
| 3435 | Group         |        1634 | OwnTicket | RT::Queue  |      117 
|      0 |             0 |
| 3447 | Group         |        1636 | OwnTicket | RT::Queue  |      117 
|      0 |             0 |
| 3462 | Group         |        1634 | OwnTicket | RT::Queue  |      118 
|      0 |             0 |
| 3476 | Group         |        1637 | OwnTicket | RT::Queue  |      118 
|      0 |             0 |
| 3501 | Group         |        1634 | OwnTicket | RT::Queue  |      119 
|      0 |             0 |
| 3488 | Group         |        1638 | OwnTicket | RT::Queue  |      119 
|      0 |             0 |
| 3516 | Group         |        1634 | OwnTicket | RT::Queue  |      120 
|      0 |             0 |
| 3530 | Group         |        1639 | OwnTicket | RT::Queue  |      120 
|      0 |             0 |
| 3555 | Group         |        1634 | OwnTicket | RT::Queue  |      121 
|      0 |             0 |
| 3542 | Group         |        1640 | OwnTicket | RT::Queue  |      121 
|      0 |             0 |
| 3580 | Group         |        1634 | OwnTicket | RT::Queue  |      122 
|      0 |             0 |
| 3568 | Group         |        1641 | OwnTicket | RT::Queue  |      122 
|      0 |             0 |
| 3366 | Group         |        1634 | OwnTicket | RT::Queue  |      123 
|      0 |             0 |
| 3378 | Group         |        1642 | OwnTicket | RT::Queue  |      123 
|      0 |             0 |
| 3600 | Group         |        1634 | OwnTicket | RT::Queue  |      124 
|      0 |             0 |
| 3420 | Group         |        1634 | OwnTicket | RT::Queue  |      125 
|      0 |             0 |
| 3701 | Group         |        1693 | OwnTicket | RT::Queue  |      126 
|      0 |             0 |
| 3685 | Group         |        1694 | OwnTicket | RT::Queue  |      126 
|      0 |             0 |
| 3730 | Group         |        1693 | OwnTicket | RT::Queue  |      127 
|      0 |             0 |
| 3742 | Group         |        1695 | OwnTicket | RT::Queue  |      127 
|      0 |             0 |
| 3770 | Group         |        1693 | OwnTicket | RT::Queue  |      128 
|      0 |             0 |
| 3757 | Group         |        1696 | OwnTicket | RT::Queue  |      128 
|      0 |             0 |
| 3799 | Group         |        1693 | OwnTicket | RT::Queue  |      129 
|      0 |             0 |
| 3811 | Group         |        1697 | OwnTicket | RT::Queue  |      129 
|      0 |             0 |
| 3824 | Group         |        1693 | OwnTicket | RT::Queue  |      130 
|      0 |             0 |
| 3839 | Group         |        1698 | OwnTicket | RT::Queue  |      130 
|      0 |             0 |
| 3867 | Group         |        1693 | OwnTicket | RT::Queue  |      131 
|      0 |             0 |
| 3854 | Group         |        1699 | OwnTicket | RT::Queue  |      131 
|      0 |             0 |
| 3880 | Group         |        1693 | OwnTicket | RT::Queue  |      132 
|      0 |             0 |
| 3892 | Group         |        1700 | OwnTicket | RT::Queue  |      132 
|      0 |             0 |
| 3670 | Group         |        1693 | OwnTicket | RT::Queue  |      133 
|      0 |             0 |
| 3657 | Group         |        1701 | OwnTicket | RT::Queue  |      133 
|      0 |             0 |
| 3908 | Group         |        1693 | OwnTicket | RT::Queue  |      134 
|      0 |             0 |
| 3717 | Group         |        1693 | OwnTicket | RT::Queue  |      135 
|      0 |             0 |
| 4032 | Group         |        2139 | OwnTicket | RT::Queue  |      136 
|      0 |             0 |
| 4045 | Group         |        2139 | OwnTicket | RT::Queue  |      137 
|      0 |             0 |
| 4061 | Group         |        2139 | OwnTicket | RT::Queue  |      138 
|      0 |             0 |
| 4341 | Group         |        2139 | OwnTicket | RT::Queue  |      139 
|      0 |             0 |
| 4093 | Group         |        2139 | OwnTicket | RT::Queue  |      140 
|      0 |             0 |
| 4112 | Group         |        2139 | OwnTicket | RT::Queue  |      141 
|      0 |             0 |
| 4128 | Group         |        2139 | OwnTicket | RT::Queue  |      142 
|      0 |             0 |
| 4016 | Group         |        2139 | OwnTicket | RT::Queue  |      143 
|      0 |             0 |
| 4144 | Group         |        2139 | OwnTicket | RT::Queue  |      144 
|      0 |             0 |
| 4156 | Group         |        2140 | OwnTicket | RT::Queue  |      144 
|      0 |             0 |
| 4325 | Group         |        2139 | OwnTicket | RT::Queue  |      145 
|      0 |             0 |
| 4169 | Group         |        2137 | OwnTicket | RT::Queue  |      146 
|      0 |             0 |
| 4525 | Group         |        3931 | OwnTicket | RT::Queue  |      146 
|      0 |             0 |
| 4185 | Group         |        2137 | OwnTicket | RT::Queue  |      147 
|      0 |             0 |
| 4549 | Group         |        3931 | OwnTicket | RT::Queue  |      147 
|      0 |             0 |
| 4201 | Group         |        2137 | OwnTicket | RT::Queue  |      148 
|      0 |             0 |
| 4354 | Group         |        2137 | OwnTicket | RT::Queue  |      149 
|      0 |             0 |
| 4220 | Group         |        2137 | OwnTicket | RT::Queue  |      150 
|      0 |             0 |
| 4233 | Group         |        2137 | OwnTicket | RT::Queue  |      151 
|      0 |             0 |
| 4249 | Group         |        2137 | OwnTicket | RT::Queue  |      152 
|      0 |             0 |
| 4268 | Group         |        2137 | OwnTicket | RT::Queue  |      153 
|      0 |             0 |
| 4515 | Group         |        3931 | OwnTicket | RT::Queue  |      153 
|      0 |             0 |
| 4492 | Group         |        2134 | OwnTicket | RT::Queue  |      154 
|      0 |             0 |
| 4504 | Group         |        2136 | OwnTicket | RT::Queue  |      154 
|      0 |             0 |
| 4297 | Group         |        2137 | OwnTicket | RT::Queue  |      154 
|      0 |             0 |
| 4312 | Group         |        2138 | OwnTicket | RT::Queue  |      154 
|      0 |             0 |
| 4476 | Group         |        3931 | OwnTicket | RT::Queue  |      154 
|      0 |             0 |
| 4284 | Group         |        2137 | OwnTicket | RT::Queue  |      155 
|      0 |             0 |
| 4537 | Group         |        3931 | OwnTicket | RT::Queue  |      155 
|      0 |             0 |
| 4385 | Group         |         341 | OwnTicket | RT::Queue  |      156 
|      0 |             0 |
| 4372 | Group         |        2283 | OwnTicket | RT::Queue  |      156 
|      0 |             0 |
| 4418 | Group         |         332 | OwnTicket | RT::Queue  |      157 
|      0 |             0 |
| 4405 | Group         |        2560 | OwnTicket | RT::Queue  |      157 
|      0 |             0 |
| 4446 | Group         |         350 | OwnTicket | RT::Queue  |      158 
|      0 |             0 |
| 4433 | Group         |        2561 | OwnTicket | RT::Queue  |      158 
|      0 |             0 |
| 4461 | Group         |        2835 | OwnTicket | RT::Queue  |      159 
|      0 |             0 |
| 4571 | Group         |        4582 | OwnTicket | RT::Queue  |      160 
|      0 |             0 |
| 4582 | Group         |        4583 | OwnTicket | RT::Queue  |      161 
|      0 |             0 |
| 4619 | Group         |        5102 | OwnTicket | RT::Queue  |      162 
|      0 |             0 |
| 4682 | Group         |        1593 | OwnTicket | RT::Queue  |      163 
|      0 |             0 |
| 4696 | Group         |        1593 | OwnTicket | RT::Queue  |      164 
|      0 |             0 |
| 4712 | Group         |        1593 | OwnTicket | RT::Queue  |      165 
|      0 |             0 |
| 4764 | Group         |        6143 | OwnTicket | RT::Queue  |      166 
|      0 |             0 |
| 4827 | Group         |        7946 | OwnTicket | RT::Queue  |      167 
|      0 |             0 |
| 5095 | Group         |        7946 | OwnTicket | RT::Queue  |      168 
|      0 |             0 |
| 4811 | Group         |        7947 | OwnTicket | RT::Queue  |      168 
|      0 |             0 |
| 4792 | Group         |        7948 | OwnTicket | RT::Queue  |      169 
|      0 |             0 |
| 4843 | Group         |        8175 | OwnTicket | RT::Queue  |      170 
|      0 |             0 |
| 4873 | Group         |         341 | OwnTicket | RT::Queue  |      171 
|      0 |             0 |
| 4860 | Group         |        8752 | OwnTicket | RT::Queue  |      171 
|      0 |             0 |
| 4918 | Group         |         341 | OwnTicket | RT::Queue  |      172 
|      0 |             0 |
| 4896 | Group         |       10153 | OwnTicket | RT::Queue  |      172 
|      0 |             0 |
| 4939 | Group         |       11696 | OwnTicket | RT::Queue  |      173 
|      0 |             0 |
| 4976 | Group         |       20811 | OwnTicket | RT::Queue  |      174 
|      0 |             0 |
| 5074 | Group         |         389 | OwnTicket | RT::Queue  |      175 
|      0 |             0 |
| 5052 | Group         |       24040 | OwnTicket | RT::Queue  |      175 
|      0 |             0 |
|    2 | Group         |          11 | OwnTicket | RT::System |        1 
|      0 |             0 |
|  155 | Group         |         389 | OwnTicket | RT::System |        1 
|      0 |             0 |
+------+---------------+-------------+-----------+------------+----------+-------------+---------------+
298 rows in set (0.00 sec)

mysql>

FYI, also getting reports that multiple updates is equally slow. No idea 
why, but its very concerning. I hope its something simple.

Richard


Jesse Vincent wrote:
>
> On Mar 17, 2008, at 8:29 AM, Richard Ellis wrote:
>
>> Hi Guys,
>>
>> I'm seeing the same thing. A lot more users in that dropdown than 
>> should be there.
>>
>
> Richard,
>
> I'd like to help get to the bottom of this.  Can you send the output of:
>
> SELECT * from ACL where RightName = 'OwnTicket'
>
>
>

-- 
Sun.com <http://www.sun.com> 	* Richard Ellis *
Technical Developer, .Sun eBusiness

*Sun Microsystems, Inc.*
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis at Sun.COM
	sun.com

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From jesse at bestpractical.com  Mon Mar 17 12:06:33 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 17 Mar 2008 12:06:33 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE92B2.9080609@sun.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
	<47DE3B5B.9020903@sun.com> <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com> <47DE643D.4050107@sun.com>
	<FA3735D4-4437-41E7-A96A-8898B758EA6D@bestpractical.com>
	<47DE92B2.9080609@sun.com>
Message-ID: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>


On Mar 17, 2008, at 11:48 AM, Richard Ellis wrote:

> Hi Jesse,
>

Ok. Next up:

select * from ACL, CachedGroupMembers, Groups where ACL.RightName =  
'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id =  
CachedGroupMembers.GroupId and (CachedGroupMembers.MemberId = '3' or  
CachedGroupMembers.MemberId = '5');


(The 3 and 5 there should be reasonably stable across RT instances.  
They should correspond to these rows from Groups

|  3 |         | Pseudogroup for internal use     | SystemInternal  |  
Everyone     |        0 |
|  5 |         | Pseudogroup for internal use     | SystemInternal  |  
Unprivileged |        0 |


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From jesse at bestpractical.com  Mon Mar 17 12:11:38 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 17 Mar 2008 12:11:38 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE9794.7070600@sun.com>
References: <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com> <47DE643D.4050107@sun.com>
	<FA3735D4-4437-41E7-A96A-8898B758EA6D@bestpractical.com>
	<47DE92B2.9080609@sun.com>
	<4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DE9794.7070600@sun.com>
Message-ID: <20080317161138.GD32058@bestpractical.com>




On Mon, Mar 17, 2008 at 04:08:52PM +0000, Richard Ellis wrote:
> ok, that doesn't look good
> 
> 
> mysql> select * from ACL, CachedGroupMembers, Groups where ACL.RightName 
> = 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id = 
> CachedGroupMembers.GroupId and (CachedGroupMembers.MemberId = '3' or 
> CachedGroupMembers.MemberId = '5'); Empty set (0.04 sec)
>

Looks good for you, not for me ;)  That means that my trivial fix isn't
going to catch it.

Next:

SELECT * from ACL, CachedGroupMembers, Groups where ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id = CachedGroupMembers.GroupId;

This will generate a _lot_ of data. Probably best not to CC the list on
the full response.






From jesse at bestpractical.com  Mon Mar 17 12:38:39 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 17 Mar 2008 12:38:39 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE9BA4.5020203@sun.com>
References: <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com> <47DE643D.4050107@sun.com>
	<FA3735D4-4437-41E7-A96A-8898B758EA6D@bestpractical.com>
	<47DE92B2.9080609@sun.com>
	<4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DE9794.7070600@sun.com>
	<20080317161138.GD32058@bestpractical.com>
	<47DE9BA4.5020203@sun.com>
Message-ID: <029CEEAC-1C90-4708-B39E-8DA08F59CF78@bestpractical.com>

On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:

> mysql> SELECT * from ACL, CachedGroupMembers, Groups where  
> ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and  
> Groups.id = CachedGroupMembers.GroupId;

Ok. Those results tell me there should be 290 names in your  
"SelectOwner" drop down. (That's a lot, but not enough that you should  
see 400s perf ;)

Do you have mysql logging slow queries? If not, can you?


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From Richard.Ellis at Sun.COM  Mon Mar 17 12:45:00 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Mon, 17 Mar 2008 16:45:00 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <029CEEAC-1C90-4708-B39E-8DA08F59CF78@bestpractical.com>
References: <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com> <47DE643D.4050107@sun.com>
	<FA3735D4-4437-41E7-A96A-8898B758EA6D@bestpractical.com>
	<47DE92B2.9080609@sun.com>
	<4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DE9794.7070600@sun.com> <20080317161138.GD32058@bestpractical.com>
	<47DE9BA4.5020203@sun.com>
	<029CEEAC-1C90-4708-B39E-8DA08F59CF78@bestpractical.com>
Message-ID: <47DEA00C.1090805@sun.com>

Hi Jesse,

That's worrying because according to the master list of users I have, 
their should only be 88 users who have permissions to own tickets. Thats 
probably not the cause of the performance issue though, so I'll shelve 
that for now to look at later.

I'll turn slow queries on now and send results tomorrow.

Rik


Jesse Vincent wrote:
> On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:
>
>> mysql> SELECT * from ACL, CachedGroupMembers, Groups where 
>> ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and 
>> Groups.id = CachedGroupMembers.GroupId;
>
> Ok. Those results tell me there should be 290 names in your 
> "SelectOwner" drop down. (That's a lot, but not enough that you should 
> see 400s perf ;)
>
> Do you have mysql logging slow queries? If not, can you?
>
>

-- 
Sun.com <http://www.sun.com> 	* Richard Ellis *
Technical Developer, .Sun eBusiness

*Sun Microsystems, Inc.*
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis at Sun.COM
	sun.com

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From torsten.brumm at Kuehne-Nagel.com  Mon Mar 17 12:59:51 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 17 Mar 2008 17:59:51 +0100
Subject: [rt-users] Scrip question and how to debug?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F9316F@w3hamboex11.ger.win.int.kn>

You compare owner-id with nobody string?!? Nobody id is 10 compare owner id with nobody id could work.

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Vivek Khera <vivek at khera.org>
CC: RT Users <rt-users at lists.bestpractical.com>
Sent: Mon Mar 17 16:19:10 2008
Subject: Re: [rt-users] Scrip question and how to debug?

Vivek:

Looking at log output made me realize that $Owner does not contain the 
name of the owner. Where is the actual owner name stored as a string? I 
want to compare that string to Nobody. This seems like it should be 
fairly simple but I don't understand enough about how RT works 
internally to figure that out.

my $admincclist = $self->TicketObj->AdminCc;

  my $Owner = $self->TicketObj->OwnerObj;

if ( $Owner->Id ne "Nobody"){
  $admincclist->AddMember($Owner->Id);
}




Vivek Khera wrote:
> On Mar 14, 2008, at 2:25 PM, John Arends wrote:
> 
>> Second, is there a good way to debug scrips? I feel like I'm just
>> feeling around in the dark and don't know how to tell if they're  
>> really
>> working, or what the contents of variables are, etc. If I was writing
> 
> sprinkle your scrip with lines like this:
> 
>    $RT::Logger->error("Got a create transacation...");
> 
> and look in your RT logfile.
> 






_______________________________________________
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From KFCrocker at lbl.gov  Mon Mar 17 13:03:34 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 17 Mar 2008 10:03:34 -0700
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE57E8.5030309@gmail.com>
References: <mailman.9.1205424008.31106.rt-users@lists.bestpractical.com>
	<47DE3B5B.9020903@sun.com> <47DE426E.6080607@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF01B@w3hamboex11.ger.win.int.kn>
	<47DE53D3.6000809@gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB0394010CF03B@w3hamboex11.ger.win.int.kn>
	<47DE57E8.5030309@gmail.com>
Message-ID: <47DEA466.70603@lbl.gov>

Mathew,


	You mentioned needing "SeeQueue" for "Unprivileged" users and you 
already have it for "Privileged" users. Why not grant "CreateTicket", 
"SeeQueue" Globally for "Everyone" (saves redundant granting) and 
"ShowTicket" Globally for "Requestors"? That way any requestor can 
always "See" their ticket and everyone can "Create" one in the Queue of 
their choice. Then Grant "ReplyToTicket" on a Queue level to the groups 
that support each particular Queue.
	I'm of the opinion that there is so much redundant "Granting" of 
privileges out there without realizing that it makes it difficult to 
know why queries are taking so long. Yet, these redundant privileges are 
slowing down the system cause so many users have rights they weren't 
meant to have. Just a thought.

Kenn
LBNL

On 3/17/2008 4:37 AM, Mathew wrote:
> We have
> 
> Everyone: CreateTicket on two public facing queues
> 
> Privileged: CommentOnTicket, CreateTicket, SeeQueue, ShowOutgoingEmail, 
> ShowTicket, ShowTicketComments, Watch on all queues
> 
> Unprivileged: CreateTicket, SeeQueue on one public facing queue (now 
> that I think about it CreateTicket here seems redundant); ReplyToTicket, 
> Watch on all queues.
> 
> Individual groups: AssignCustomFields, ModifyTicket, OwnTicket, 
> ReplyToTicket, StealTicket, TakeTicket on only their corresponding queues.
> 
> Our unprivileged users need SeeQueue because we have a customer portal 
> which requires it (we don't use the self-service interface).
> 
> Mathew
> 
> Ham MI-ID, Torsten Brumm wrote:
>> Hi Matthew,
>>
>> We have:
>>
>> Everyone: CreateTicket
>> Privileged: CreateSavedSearch, EditSavedSearches, LoadSavedSearch, ShowSavedSearches
>>
>> Roles:
>>
>> Requestor: ReplyToTicket, ShowTicket
>>
>> The rest is done on a queue base.
>>
>> OK, if i have now 1 Queue and grant to this queue 1 Group the right to OwnTicket, then the dropdown must have the member of this group (from my logical understanding) and definitve NO UNPRIVILEGED USERS i think!
>>
>> Btw. We rolled back...
>>
>> Torsten
>>
>>
>> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>>
>>
> 



From isd602 at co.santa-cruz.ca.us  Mon Mar 17 12:54:58 2008
From: isd602 at co.santa-cruz.ca.us (Roger Mastrude)
Date: Mon, 17 Mar 2008 09:54:58 -0700
Subject: [rt-users] Query builder error
Message-ID: <FDBAA6E961D4A64FBDB116511F4C1D6914ACA9F5@sczex01.co.santa-cruz.ca.us>

Hi, folks. Can anyone give me a steer on this issue: I'm using the query
builder to create a search, Requester Email contains PRB123. When I try
to search on it, I'm getting the error message "Unknown field:
Requestor.EmailAddress". This happens when I try to search onother
Requester attributes also. 

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From jarends at uiuc.edu  Mon Mar 17 14:39:30 2008
From: jarends at uiuc.edu (John Arends)
Date: Mon, 17 Mar 2008 13:39:30 -0500
Subject: [rt-users] Scrip question and how to debug?
In-Reply-To: <47DE8BEE.6010001@uiuc.edu>
References: <47DAC30A.8040203@uiuc.edu>	<5DB09C68-C003-47D2-8400-F400A5B12DCA@khera.org>
	<47DE8BEE.6010001@uiuc.edu>
Message-ID: <47DEBAE2.20708@uiuc.edu>

$Owner->Name was what I was looking for. I'll have to post my scrip so 
other people can figure out what is going on.

John Arends wrote:
> Vivek:
> 
> Looking at log output made me realize that $Owner does not contain the 
> name of the owner. Where is the actual owner name stored as a string? I 
> want to compare that string to Nobody. This seems like it should be 
> fairly simple but I don't understand enough about how RT works 
> internally to figure that out.
> 
> my $admincclist = $self->TicketObj->AdminCc;
> 
>   my $Owner = $self->TicketObj->OwnerObj;
> 
> if ( $Owner->Id ne "Nobody"){
>   $admincclist->AddMember($Owner->Id);
> }
> 
> 
> 
>


From KFCrocker at lbl.gov  Mon Mar 17 14:40:21 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 17 Mar 2008 11:40:21 -0700
Subject: [rt-users] Upgrade Oracle to 10g r2
Message-ID: <47DEBB15.2010302@lbl.gov>

To all,


	Does anyone know if there is an RT problem related to upgrading Oracle 
DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted 
to see if that would cause any RT problems. Thanks in advance.


Kenn
LBNL



From JoopvandeWege at mococo.nl  Mon Mar 17 15:37:39 2008
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Mon, 17 Mar 2008 20:37:39 +0100
Subject: [rt-users] Upgrade Oracle to 10g r2
In-Reply-To: <47DEBB15.2010302@lbl.gov>
References: <47DEBB15.2010302@lbl.gov>
Message-ID: <47DEC883.8060801@mococo.nl>

Kenneth Crocker wrote:
> To all,
> 
> 
> 	Does anyone know if there is an RT problem related to upgrading Oracle 
> DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted 
> to see if that would cause any RT problems. Thanks in advance.
I have been running RT on Oracle XE, not quite the full blown 10g, but 
close enough and haven't had a problem in about 2 years?
I think I started out with RT-3.4.5 but not quite sure about that.

Hope this helps you making the move else let me know if I can help in 
any way.

Joop


From joe.casadonte at oracle.com  Mon Mar 17 15:43:19 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Mon, 17 Mar 2008 15:43:19 -0400
Subject: [rt-users] Upgrade Oracle to 10g r2
In-Reply-To: <47DEBB15.2010302@lbl.gov>
References: <47DEBB15.2010302@lbl.gov>
Message-ID: <47DEC9D7.50708@oracle.com>

On 3/17/2008 2:40 PM, Kenneth Crocker wrote:

> 	Does anyone know if there is an RT problem related to upgrading Oracle 
> DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted 
> to see if that would cause any RT problems. Thanks in advance.

I'm running RT on systems with 10.2.0.3.0 with only one problem: sorting 
queries on CFs and non-CFs returns a count but no actual tickets.  From 
what I've seen it's probably an Oracle-only issue, but whether it's a 
problem in RT or Oracle itself I don't know.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From KFCrocker at lbl.gov  Mon Mar 17 15:46:36 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 17 Mar 2008 12:46:36 -0700
Subject: [rt-users] Upgrade Oracle to 10g r2
In-Reply-To: <47DEC883.8060801@mococo.nl>
References: <47DEBB15.2010302@lbl.gov> <47DEC883.8060801@mococo.nl>
Message-ID: <47DECA9C.3050707@lbl.gov>

Joop,


	Kool. Thanks. What version are you on now?


Kenn
LBNL

On 3/17/2008 12:37 PM, Joop van de Wege wrote:
> Kenneth Crocker wrote:
>> To all,
>>
>>
>>     Does anyone know if there is an RT problem related to upgrading 
>> Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I 
>> wanted to see if that would cause any RT problems. Thanks in advance.
> I have been running RT on Oracle XE, not quite the full blown 10g, but 
> close enough and haven't had a problem in about 2 years?
> I think I started out with RT-3.4.5 but not quite sure about that.
> 
> Hope this helps you making the move else let me know if I can help in 
> any way.
> 
> Joop
> 



From sturner at MIT.EDU  Mon Mar 17 15:54:49 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 17 Mar 2008 15:54:49 -0400
Subject: [rt-users] Upgrade Oracle to 10g r2
In-Reply-To: <47DEC9D7.50708@oracle.com>
References: <47DEBB15.2010302@lbl.gov>
 <47DEC9D7.50708@oracle.com>
Message-ID: <6.2.3.4.2.20080317155240.04993518@po14.mit.edu>

At Monday 3/17/2008 03:43 PM, Joe Casadonte wrote:
>On 3/17/2008 2:40 PM, Kenneth Crocker wrote:
>
> >       Does anyone know if there is an RT problem related to 
> upgrading Oracle
> > DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted
> > to see if that would cause any RT problems. Thanks in advance.
>
>I'm running RT on systems with 10.2.0.3.0 with only one problem: sorting
>queries on CFs and non-CFs returns a count but no actual tickets.  From
>what I've seen it's probably an Oracle-only issue, but whether it's a
>problem in RT or Oracle itself I don't know.

Joe,

Do you see anything in the RT log? We've had this symptom when using 
Oracle-specific sql functions against a mysql database. The RT log 
revealed the problem in our case.

Steve 



From KFCrocker at lbl.gov  Mon Mar 17 16:14:16 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 17 Mar 2008 13:14:16 -0700
Subject: [rt-users] Upgrade Oracle to 10g r2
In-Reply-To: <47DEC9D7.50708@oracle.com>
References: <47DEBB15.2010302@lbl.gov> <47DEC9D7.50708@oracle.com>
Message-ID: <47DED118.6090808@lbl.gov>

Joe,


	Thanks. Good to know.


Kenn
LBNL

On 3/17/2008 12:43 PM, Joe Casadonte wrote:
> On 3/17/2008 2:40 PM, Kenneth Crocker wrote:
> 
>>     Does anyone know if there is an RT problem related to upgrading 
>> Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I 
>> wanted to see if that would cause any RT problems. Thanks in advance.
> 
> I'm running RT on systems with 10.2.0.3.0 with only one problem: sorting 
> queries on CFs and non-CFs returns a count but no actual tickets.  From 
> what I've seen it's probably an Oracle-only issue, but whether it's a 
> problem in RT or Oracle itself I don't know.
> 



From jarends at uiuc.edu  Mon Mar 17 16:50:23 2008
From: jarends at uiuc.edu (John Arends)
Date: Mon, 17 Mar 2008 15:50:23 -0500
Subject: [rt-users] User ID in a script?
Message-ID: <47DED98F.4010106@uiuc.edu>

I wrote a quick perl script that outputs a bunch of information about 
all the users in my RT instance. I noticed that the ID numbers are all 
over the place. One of my early users was created with an ID of 22, and 
then the next user has an ID of 29, and then the next one is somewhere 
in the mid 80s.

Does every object RT creates get a unique ID and when a user is created 
it just gets the next one?

In my perl script, I want to loop through all the users so I can print 
the infor for each one. Since this was a quick hack I just went through 
the numbers 1 through 1000. Is there something built in that allows me 
to do this in a more direct way? I don't want to loop until there is no 
data since it seems like the ID numbes are all over the place.

#!/usr/bin/perl

use warnings;
use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
use RT::Interface::CLI;
use RT::Ticket;
use RT::User;

RT::LoadConfig();
RT::Init();

for ($count=1; $count<1000; $count++)
{
	my $user = RT::User->new( $RT::SystemUser );

	$user->Load( $count );
	
	if ( $user->Name){
		print $user->RealName . " " . $user->Name . " " . $user->EmailAddress 
. " " . $user->id . " " . $user->Privileged ." \n";
	}
}



From joe.casadonte at oracle.com  Mon Mar 17 16:51:56 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Mon, 17 Mar 2008 16:51:56 -0400
Subject: [rt-users] Upgrade Oracle to 10g r2
In-Reply-To: <6.2.3.4.2.20080317155240.04993518@po14.mit.edu>
References: <47DEBB15.2010302@lbl.gov> <47DEC9D7.50708@oracle.com>
	<6.2.3.4.2.20080317155240.04993518@po14.mit.edu>
Message-ID: <47DED9EC.9070306@oracle.com>

On 3/17/2008 3:54 PM, Stephen Turner wrote:

> Do you see anything in the RT log? We've had this symptom when using 
> Oracle-specific sql functions against a mysql database. The RT log 
> revealed the problem in our case.

It's been a long time since I've looked into this.  I remember capturing 
the SQL for it, but I don't recall if it displayed the same symptoms in 
SQL*Plus as it did in RT.  I've a new DBA now, so I'll get him to look 
into it sometime this week.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From tom at netspot.com.au  Mon Mar 17 17:26:42 2008
From: tom at netspot.com.au (Tom Lanyon)
Date: Tue, 18 Mar 2008 07:56:42 +1030
Subject: [rt-users] Bounces back to tickets?
In-Reply-To: <AFB7FE42-E167-4263-838C-BBD8B7C8997D@khera.org>
References: <20232E4E-65F6-419B-9C28-EE6A6FA00B9A@netspot.com.au>
	<AFB7FE42-E167-4263-838C-BBD8B7C8997D@khera.org>
Message-ID: <B8293524-BB21-44E6-9301-C4DF9A18856F@netspot.com.au>

On 18/03/2008, at 12:28 AM, Vivek Khera wrote:

> On Mar 17, 2008, at 8:22 AM, Tom Lanyon wrote:
>
>> Has anyone redirected these bounce messages back into RT to be added
>> as comments/correspondence onto the related ticket? Any side-effects
>> or issues that we should be wary of?
>
>
>
> http://rt.bestpractical.com/view/RtBounceHandler
>
> Latest version attached here.

Perfect, that will save me writing one. :)

Thanks.



From paulchoi at plaxo.com  Mon Mar 17 17:42:57 2008
From: paulchoi at plaxo.com (Paul Choi)
Date: Mon, 17 Mar 2008 14:42:57 -0700
Subject: [rt-users] Ability to attach RTFM article at ticket creation
Message-ID: <47DEE5E1.8060508@plaxo.com>

Hello,

Is there a way to attach an RTFM article at the time of ticket creation 
via the web interface? I see that when we are replying only we can use RTFM.
We are using the web interface to create a ticket (kind of like an 
incident report) to notify partners and customers. And then they can 
respond to the ticket. I figure this is not a common way to use RTFM but 
I was wondering if anyone out there has done something like this.

-Paul Choi
Plaxo, Inc.


From gleduc at mail.sdsu.edu  Mon Mar 17 18:04:06 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 17 Mar 2008 15:04:06 -0700
Subject: [rt-users] User ID in a script?
In-Reply-To: <47DED98F.4010106@uiuc.edu>
References: <47DED98F.4010106@uiuc.edu>
Message-ID: <6.2.1.2.2.20080317150106.02361648@mail.sdsu.edu>

Hi John,

You can use this script as a starting point to loop through all your users:

#!/usr/bin/perl -w
### External libraries ###
use strict;
### Modify the next line to fit your installation
use lib ("/opt/local/software/rt-3.6.3/lib");
package RT;
use RT::Interface::CLI qw(CleanEnv loc);
use RT::Users;
CleanEnv();
RT::LoadConfig();
RT::Init();
my $users = new RT::Users($RT::SystemUser);
$users->order_by(VALUE => 'Id');
#### Loop through users ####
while ( my $User = $users->Next ) {
   print sprintf("UserID: %s, RealName: %s\n",
                 $User->Id(), $User->RealName());
}

Regards,
Gene

At 01:50 PM 3/17/2008, John Arends wrote:
>I wrote a quick perl script that outputs a bunch of information about
>all the users in my RT instance. I noticed that the ID numbers are all
>over the place. One of my early users was created with an ID of 22, and
>then the next user has an ID of 29, and then the next one is somewhere
>in the mid 80s.
>
>Does every object RT creates get a unique ID and when a user is created
>it just gets the next one?
>
>In my perl script, I want to loop through all the users so I can print
>the infor for each one. Since this was a quick hack I just went through
>the numbers 1 through 1000. Is there something built in that allows me
>to do this in a more direct way? I don't want to loop until there is no
>data since it seems like the ID numbes are all over the place.
>
>#!/usr/bin/perl
>
>use warnings;
>use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
>use RT::Interface::CLI;
>use RT::Ticket;
>use RT::User;
>
>RT::LoadConfig();
>RT::Init();
>
>for ($count=1; $count<1000; $count++)
>{
>         my $user = RT::User->new( $RT::SystemUser );
>
>         $user->Load( $count );
>
>         if ( $user->Name){
>                 print $user->RealName . " " . $user->Name . " " . 
> $user->EmailAddress
>. " " . $user->id . " " . $user->Privileged ." \n";
>         }
>}
>
>_______________________________________________
>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


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From geoff at apro.com.au  Mon Mar 17 19:30:20 2008
From: geoff at apro.com.au (Geoff Roberts)
Date: Tue, 18 Mar 2008 10:30:20 +1100
Subject: [rt-users] Since upgrading to 3.6.6 can only set owner of
	ticket tonobody
In-Reply-To: <891469DFBBD7364EB24DEEB101767D86032A52@nlutxch101.corporate.ingrammicro.com>
References: <891469DFBBD7364EB24DEEB101767D86032A52@nlutxch101.corporate.ingrammicro.com>
Message-ID: <200803181030.21734.geoff@apro.com.au>

Hi Ton/Jesse,

On Mon, 17 Mar 2008 09:36:48 pm you wrote:
> Check your Perl module dependencies. I had the same problem and it
> turned out that perl-DBIx-SearchBuilder needed and update to the
> latest version. Download the src tar.gz and do a 'configure' &
> 'make testdeps' to see if you are missing modules required.

You are both correct. It was the DBIx-SearchBuilder module that 
was causing the problem.

Thanks and kind regards,

Geoff



From bkmail08 at yahoo.com  Mon Mar 17 22:46:39 2008
From: bkmail08 at yahoo.com (bkmail08)
Date: Mon, 17 Mar 2008 19:46:39 -0700 (PDT)
Subject: [rt-users] RT 3.6.6 / LDAP (AD) set up
Message-ID: <524630.61485.qm@web45811.mail.sp1.yahoo.com>

Hi Mike,

>It would seem that you do not have your logging level set to debug -- 
>that would certainly help by printing out more information.
>
I have debug enabled:
Set($LogToFileNamed, "/var/log/rt3/rt.log");
Set($LogToFile, 'debug');
 in RT_SiteConfig.pm -- is there another place I should enable it?


>If you have the opportunity to drop into #rt on irc.perl.org during UK 
>office hours, I may be able to help you interactively.

I'll see if this is possible -- I am in the US (EST) 

thanks,
Janice





      ____________________________________________________________________________________
Never miss a thing.  Make Yahoo your home page. 
http://www.yahoo.com/r/hs



From jaroslaw.borgul at proximo.co.uk  Tue Mar 18 04:33:38 2008
From: jaroslaw.borgul at proximo.co.uk (Jaroslaw Borgul)
Date: Tue, 18 Mar 2008 08:33:38 -0000
Subject: [rt-users] (no subject)
Message-ID: <4D37688F740C8F40A48E7C218881B5D0021CA7FF@proxmail.pam.local>

stop
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From vivek at khera.org  Tue Mar 18 09:56:08 2008
From: vivek at khera.org (Vivek Khera)
Date: Tue, 18 Mar 2008 09:56:08 -0400
Subject: [rt-users] Bounces back to tickets?
In-Reply-To: <B8293524-BB21-44E6-9301-C4DF9A18856F@netspot.com.au>
References: <20232E4E-65F6-419B-9C28-EE6A6FA00B9A@netspot.com.au>
	<AFB7FE42-E167-4263-838C-BBD8B7C8997D@khera.org>
	<B8293524-BB21-44E6-9301-C4DF9A18856F@netspot.com.au>
Message-ID: <365B7389-00E9-442C-A5E9-F9E3341CA615@khera.org>

>> http://rt.bestpractical.com/view/RtBounceHandler
>>
>> Latest version attached here.
>
> Perfect, that will save me writing one. :)

I've also posted it to my company's site, http://labs.mailermailer.com/downloads/ 
  for future downloaders who find this on mail archives which don't do  
attachments.




From jesse at bestpractical.com  Tue Mar 18 10:37:27 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 18 Mar 2008 10:37:27 -0400
Subject: [rt-users] Ability to attach RTFM article at ticket creation
In-Reply-To: <47DEE5E1.8060508@plaxo.com>
References: <47DEE5E1.8060508@plaxo.com>
Message-ID: <0505ADF1-E8F4-4ABB-AEB1-4935A06DC345@bestpractical.com>


On Mar 17, 2008, at 5:42 PM, Paul Choi wrote:

> Hello,
>
> Is there a way to attach an RTFM article at the time of ticket  
> creation
> via the web interface? I see that when we are replying only we can  
> use RTFM.
> We are using the web interface to create a ticket (kind of like an
> incident report) to notify partners and customers. And then they can
> respond to the ticket. I figure this is not a common way to use RTFM  
> but
> I was wondering if anyone out there has done something like this.
>

Hm. I've never seen that done before, but I'd love to take a patch.

Best,
Jesse

> -Paul Choi
> Plaxo, Inc.
> _______________________________________________
> 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
>

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From elacour at easter-eggs.com  Tue Mar 18 10:46:04 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 18 Mar 2008 15:46:04 +0100
Subject: [rt-users] CustomField Type Date
In-Reply-To: <20080310162157.GA28404@nazgul.pinnacledataservices.com>
References: <20080310162157.GA28404@nazgul.pinnacledataservices.com>
Message-ID: <20080318144603.GO1593@easter-eggs.com>

On Mon, Mar 10, 2008 at 12:21:57PM -0400, Sean wrote:
> I've seen some mention in the archives about having a CustomField as a
> "Date" type (like the regular Dates in a ticket), but nothing plain
> enough for me to create such a CustomField.
> 
> So the short question is: How do I make a CustomField that is of a type
> "Date", ideally with a "choose a date" link beside it?
> 


http://rt3.fsck.com/Ticket/Display.html?id=8721&user=guest&password=guest


There still a problem that search comparaison on those CFs don't fully
works as expected (not true date field in the DB).


From elacour at easter-eggs.com  Tue Mar 18 10:47:20 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 18 Mar 2008 15:47:20 +0100
Subject: [rt-users] Recommended upgrade method to 3.6.6?
In-Reply-To: <4527aede0803101125h2b0e9293od52da2d88a535100@mail.gmail.com>
References: <4527aede0803101125h2b0e9293od52da2d88a535100@mail.gmail.com>
Message-ID: <20080318144720.GP1593@easter-eggs.com>

On Mon, Mar 10, 2008 at 02:25:20PM -0400, Phil wrote:
> Can I import the MySQL database from version 3.4.2 into version 3.6.6? Is
> the schema the same?
> If I do a full install of 3.6.6 and then import the MySQL database would
> that work? Is that recommended?


Please look at README and UPGRADING file all of this is covered.


From PhilipHaworth at scoutsolutions.co.uk  Tue Mar 18 11:04:24 2008
From: PhilipHaworth at scoutsolutions.co.uk (Philip Haworth)
Date: Tue, 18 Mar 2008 15:04:24 -0000
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history?
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E647C291A@s-wor-e-001.SCOUTSOFFICE.local>

Hello, I am currently testing Request Tracker in the hopes that it will
be the Issue Tracker system that the small company I work for will
settle with, to deal with support requests and then other uses as they
would arise.
 
During working on one support ticket, I came across a minor issue: At
the moment I am storing emails from the client as Comments in the
ticket, and I had generated a fair number of History items for the
ticket I was working on. I found that the client had send a second email
clarifying her original support request, straight after the original
email had been sent - however as I wasn't aware of this email at the
time, it hadn't been added to the ticket straight after the opening
comment of her original email. I then used the Comment link of the
opening comment in order to indicate that the original email has been
superseded with this new email; entered the email in then submitted the
Comment. Unfortunately this comment was the appended to the end of the
History list for the current ticket - this wasn't what I was after.
 
I wanted the comment I added to be displayed under the original comment
to indicate that it was a 'reply' to the original comment - otherwise
someone having a quick overview of the ticket might not realise that the
client had sent a second email clarifying her first.
 
Basically I'm after a threaded view of the relationship between the
ticket comments (as used in Newsgroups), when I use the specialised
Comment links rather than the overall ticket Comment link. Is this
something that's in RT's settings, or is it outside the current spec of
RT? Unfortunately I'm just a user of the system and don't have the
knowledge to program RT itself, but I can talk to the RT administrator
if any required code changes are easy enough.
 
Thanks for any help.

______________________________________________________
This email has been scanned by the MessageLabs Email Security System.
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From jesse at bestpractical.com  Tue Mar 18 12:18:46 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 18 Mar 2008 12:18:46 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DFE96B.6010609@sun.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DE9794.7070600@sun.com>
	<20080317161138.GD32058@bestpractical.com>
	<47DE9BA4.5020203@sun.com>
	<029CEEAC-1C90-4708-B39E-8DA08F59CF78@bestpractical.com>
	<47DEA69D.50702@sun.com>
	<608CE62A-32C2-487B-937F-0B6F04AE6D9E@bestpractical.com>
	<47DEA8EC.2060207@sun.com>
	<20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com>
Message-ID: <20080318161846.GN32058@bestpractical.com>


So, you have a query that ran for 400+ seconds an examined fifteen
million rows. That seems..wrong. What does this say?

EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN 
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3  
ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE 
(Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) 
AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User')  
AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain =  
'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR  
(ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC; 



On Tue, Mar 18, 2008 at 04:10:19PM +0000, Richard Ellis wrote:
> Hi Jesse,
> 
> The output of the slow query log for the last 23 hours:
> 
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> use rt3;
> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
> # Time: 080317 12:17:03
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
> # Time: 080317 12:17:47
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 8  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
> # Time: 080317 13:07:11
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 411  Lock_time: 0  Rows_sent: 0  Rows_examined: 15418603
> SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN 
> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN 
> CachedGroupMembers CachedGroupMembers_2  ON ( 
> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3  
> ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE 
> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) 
> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') 
> AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain = 
> 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR 
> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
> # Time: 080317 13:07:13
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 46  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 3600);
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 346  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 3600);
> 
> Thanks
> 
> Richard
> 
> Jesse Vincent wrote:
> >Sounds like someone previously changed the config file without
> >restarting.
> >
> >
> >On Mon, Mar 17, 2008 at 05:22:52PM +0000, Richard Ellis wrote:
> >  
> >>Looks like theres a problem with the logfile
> >>
> >>080317 10:04:58  mysqld started
> >>InnoDB: Error: log file /usr/local/mysql/data/ib_logfile0 is of 
> >>different size 0 5242880 bytes
> >>InnoDB: than specified in the .cnf file 0 16777216 bytes!
> >>080317 10:04:59 [Note] /usr/local/mysql/bin/mysqld: ready for connections.
> >>Version: '5.0.51a-log'  socket: '/tmp/mysql.sock'  port: 3306  MySQL 
> >>Community Server (GPL)
> >>080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ACL.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ACL.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Attachments.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Attachments.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Attributes.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Attributes.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/CustomFieldValues.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/CustomFieldValues.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/CustomFields.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/CustomFields.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Groups.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Groups.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Links.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Links.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ObjectCustomFieldValues.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ObjectCustomFieldValues.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Principals.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Principals.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Queues.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Queues.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ScripActions.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ScripActions.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ScripConditions.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/ScripConditions.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Scrips.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Scrips.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Templates.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Templates.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Tickets.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Tickets.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Transactions.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Transactions.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
> >>information in file: './rt3/Users.frm'
> >>080317 10:16:25 [Note] /usr/local/mysql/bin/mysqld: Normal shutdown
> >>
> >>080317 10:16:27 [Note] /usr/local/mysql/bin/mysqld: Shutdown complete
> >>
> >>080317 10:16:27  mysqld ended
> >>
> >>
> >>
> >>Jesse Vincent wrote:
> >>    
> >>>Note that mysqlcheck WILL report corruption if the database is being 
> >>>accessed.
> >>>
> >>>
> >>>
> >>>On Mar 17, 2008, at 1:13 PM, Richard Ellis wrote:
> >>>
> >>>      
> >>>>Restarted to apply that change and now it looks like the database has 
> >>>>gone bang.
> >>>>
> >>>>gpsummit# /usr/local/mysql/bin/safe_mysqld &
> >>>>[2] 6970
> >>>>gpsummit# Starting mysqld daemon with databases from 
> >>>>/usr/local/mysql/data
> >>>>
> >>>>gpsummit# mysqlcheck rt3
> >>>>rt3.ACL
> >>>>Error    : Incorrect information in file: './rt3/ACL.frm'
> >>>>error    : Corrupt
> >>>>rt3.Attachments
> >>>>Error    : Incorrect information in file: './rt3/Attachments.frm'
> >>>>error    : Corrupt
> >>>>rt3.Attributes
> >>>>Error    : Incorrect information in file: './rt3/Attributes.frm'
> >>>>error    : Corrupt
> >>>>rt3.CachedGroupMembers
> >>>>Error    : Can't find file: 'CachedGroupMembers' (errno: 2)
> >>>>error    : Corrupt
> >>>>rt3.CustomFieldValues
> >>>>Error    : Incorrect information in file: './rt3/CustomFieldValues.frm'
> >>>>error    : Corrupt
> >>>>rt3.CustomFields
> >>>>Error    : Incorrect information in file: './rt3/CustomFields.frm'
> >>>>error    : Corrupt
> >>>>rt3.GroupMembers
> >>>>Error    : Can't find file: 'GroupMembers' (errno: 2)
> >>>>error    : Corrupt
> >>>>rt3.Groups
> >>>>Error    : Incorrect information in file: './rt3/Groups.frm'
> >>>>error    : Corrupt
> >>>>rt3.Links
> >>>>Error    : Incorrect information in file: './rt3/Links.frm'
> >>>>error    : Corrupt
> >>>>rt3.ObjectCustomFieldValues
> >>>>Error    : Incorrect information in file: 
> >>>>'./rt3/ObjectCustomFieldValues.frm'
> >>>>error    : Corrupt
> >>>>rt3.ObjectCustomFields
> >>>>Error    : Can't find file: 'ObjectCustomFields' (errno: 2)
> >>>>error    : Corrupt
> >>>>rt3.Principals
> >>>>Error    : Incorrect information in file: './rt3/Principals.frm'
> >>>>error    : Corrupt
> >>>>rt3.Queues
> >>>>Error    : Incorrect information in file: './rt3/Queues.frm'
> >>>>error    : Corrupt
> >>>>rt3.ScripActions
> >>>>Error    : Incorrect information in file: './rt3/ScripActions.frm'
> >>>>error    : Corrupt
> >>>>rt3.ScripConditions
> >>>>Error    : Incorrect information in file: './rt3/ScripConditions.frm'
> >>>>error    : Corrupt
> >>>>rt3.Scrips
> >>>>Error    : Incorrect information in file: './rt3/Scrips.frm'
> >>>>error    : Corrupt
> >>>>rt3.Templates
> >>>>Error    : Incorrect information in file: './rt3/Templates.frm'
> >>>>error    : Corrupt
> >>>>rt3.Tickets
> >>>>Error    : Incorrect information in file: './rt3/Tickets.frm'
> >>>>error    : Corrupt
> >>>>rt3.Transactions
> >>>>Error    : Incorrect information in file: './rt3/Transactions.frm'
> >>>>error    : Corrupt
> >>>>rt3.Users
> >>>>Error    : Incorrect information in file: './rt3/Users.frm'
> >>>>error    : Corrupt
> >>>>rt3.sessions
> >>>>
> >>>>I am so pooched now. No idea if this is recoverable or not.
> >>>>
> >>>>Rik
> >>>>
> >>>>Jesse Vincent wrote:
> >>>>        
> >>>>>On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:
> >>>>>
> >>>>>          
> >>>>>>mysql> SELECT * from ACL, CachedGroupMembers, Groups where 
> >>>>>>ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id and 
> >>>>>>Groups.id = CachedGroupMembers.GroupId;
> >>>>>>            
> >>>>>Ok. Those results tell me there should be 290 names in your 
> >>>>>"SelectOwner" drop down. (That's a lot, but not enough that you 
> >>>>>should see 400s perf ;)
> >>>>>
> >>>>>Do you have mysql logging slow queries? If not, can you?
> >>>>>
> >>>>>
> >>>>>          
> >>>>-- 
> >>>>
> >>>>Richard Ellis
> >>>>Technical Developer, .Sun eBusiness
> >>>>
> >>>>Sun Microsystems, Inc.
> >>>>Phone x(70) 24727/+44-1252-424 727
> >>>>Fax +44 1252 420410
> >>>>Email richard.ellis at Sun.COM
> >>>>
> >>>>        
> >>-- 
> >>Sun.com <http://www.sun.com> 	* Richard Ellis *
> >>Technical Developer, .Sun eBusiness
> >>
> >>*Sun Microsystems, Inc.*
> >>Phone x(70) 24727/+44-1252-424 727
> >>Fax +44 1252 420410
> >>Email richard.ellis at Sun.COM
> >>	sun.com
> >>
> >>    
> >
> >  
> 
> -- 
> Sun.com <http://www.sun.com> 	* Richard Ellis *
> Technical Developer, .Sun eBusiness
> 
> *Sun Microsystems, Inc.*
> Phone x(70) 24727/+44-1252-424 727
> Fax +44 1252 420410
> Email richard.ellis at Sun.COM
> 	sun.com
> 

-- 


From jesse at bestpractical.com  Tue Mar 18 12:28:40 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 18 Mar 2008 12:28:40 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DFEC15.8030304@sun.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DE9794.7070600@sun.com>
	<20080317161138.GD32058@bestpractical.com>
	<47DE9BA4.5020203@sun.com>
	<029CEEAC-1C90-4708-B39E-8DA08F59CF78@bestpractical.com>
	<47DEA69D.50702@sun.com>
	<608CE62A-32C2-487B-937F-0B6F04AE6D9E@bestpractical.com>
	<47DEA8EC.2060207@sun.com>
	<20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com>
	<20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
Message-ID: <1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>

[Please keep ccing the list. Free support is a lot more valuable when  
the community's involved]

What version of mysql is this again?

My explain output looks like this:

+----------------------+--------+----------------------------- 
+---------+---------+-------------------------------+------ 
+-----------------------------------------------------------+
| table                | type   | possible_keys               |  
key     | key_len | ref                           | rows |  
Extra                                                     |
+----------------------+--------+----------------------------- 
+---------+---------+-------------------------------+------ 
+-----------------------------------------------------------+
| Groups_3             | ref    | PRIMARY,Groups1,Groups2     |  
Groups1 |      65 | const                         |  108 | Using  
where; Using index; Using temporary; Using filesort |
| CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,MemberId |  
GrouMem |       5 | Groups_3.id                   |    1 | Using  
where; Using index                                  |
| Principals_1         | eq_ref | PRIMARY                     |  
PRIMARY |       4 | CachedGroupMembers_2.MemberId |    1 | Using  
where                                               |
| ACL_4                | range  | ACL1                        |  
ACL1    |      50 | NULL                          |   36 | Using  
where; Using index                                  |
| main                 | eq_ref | PRIMARY,Users3              |  
PRIMARY |       4 | Principals_1.id               |    1  
|                                                           |
+----------------------+--------+----------------------------- 
+---------+---------+-------------------------------+------ 
+-----------------------------------------------------------+

You'll note that it's starting on the Groups table rather than the  
Users table, which I suspect is a lot less expensive (and yes, we have  
a smaller RT database than you)

I sort of wonder whether that "member1" key is causing your RT to make  
a bad call about join ordering.




On Mar 18, 2008, at 12:21 PM, Richard Ellis wrote:
> Database changed
> mysql> EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL  
> ACL_4 JOIN
>   -> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN
>   -> CachedGroupMembers CachedGroupMembers_2  ON (
>   -> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups  
> Groups_3
>   -> ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE
>   -> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =  
> Groups_3.Type)
>   -> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType =  
> 'User')
>   -> AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain =
>   -> 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR
>   -> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
> +----+-------------+----------------------+-------- 
> +-----------------------------------+---------+--------- 
> +----------------------------------+------ 
> +----------------------------------------------+
> | id | select_type | table                | type   |  
> possible_keys        | key     | key_len |  
> ref                              | rows |  
> Extra                                     |
> +----+-------------+----------------------+-------- 
> +-----------------------------------+---------+--------- 
> +----------------------------------+------ 
> +----------------------------------------------+
> |  1 | SIMPLE      | main                 | range  |  
> PRIMARY,Users3        | PRIMARY | 4       |  
> NULL                             | 1378 | Using where; Using  
> temporary; Using filesort |
> |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY         
> | PRIMARY | 4       | rt3.main.id                      |    1 |  
> Using where; Distinct                        |
> |  1 | SIMPLE      | CachedGroupMembers_2 | ref    |  
> DisGrouMem,GrouMem,group1,member1 | member1 | 5       |  
> rt3.Principals_1.id              |    1 | Using where;  
> Distinct                        |
> |  1 | SIMPLE      | ACL_4                | range  | ACL1        |  
> ACL1    | 54      | NULL                             |  296 | Using  
> where; Using index; Distinct           |
> |  1 | SIMPLE      | Groups_3             | eq_ref |  
> PRIMARY,Groups1,Groups2        | PRIMARY | 4       |  
> rt3.CachedGroupMembers_2.GroupId |    1 | Using where;  
> Distinct                        |
> +----+-------------+----------------------+-------- 
> +-----------------------------------+---------+--------- 
> +----------------------------------+------ 
> +----------------------------------------------+
> 5 rows in set (0.01 sec)
>
> mysql>
>
>
> Is this giving you a clue where the problem is? Didn't think their  
> were 15 million rows of data, their are only 10,000 tickets in total.
>
> Jesse Vincent wrote:
>> So, you have a query that ran for 400+ seconds an examined fifteen
>> million rows. That seems..wrong. What does this say?
>>
>> EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4  
>> JOIN
>> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN  
>> CachedGroupMembers CachedGroupMembers_2  ON (
>> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups  
>> Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE  
>> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =  
>> Groups_3.Type) AND (Principals_1.id != '1') AND  
>> (Principals_1.PrincipalType = 'User')  AND (ACL_4.RightName =  
>> 'OwnTicket') AND (Groups_3.Domain =  'RT::Queue-Role') AND  
>> ((ACL_4.ObjectType = 'RT::Queue') OR  (ACL_4.ObjectType =  
>> 'RT::System'))  ORDER BY main.Name ASC;
>>
>>
>> On Tue, Mar 18, 2008 at 04:10:19PM +0000, Richard Ellis wrote:
>>
>>> Hi Jesse,
>>>
>>> The output of the slow query log for the last 23 hours:
>>>
>>> # User at Host: rt_user[rt_user] @ localhost []
>>> # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>> use rt3;
>>> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e',  
>>> 3600);
>>> # Time: 080317 12:17:03
>>> # User at Host: rt_user[rt_user] @ localhost []
>>> # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e',  
>>> 3600);
>>> # Time: 080317 12:17:47
>>> # User at Host: rt_user[rt_user] @ localhost []
>>> # Query_time: 8  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e',  
>>> 3600);
>>> # Time: 080317 13:07:11
>>> # User at Host: rt_user[rt_user] @ localhost []
>>> # Query_time: 411  Lock_time: 0  Rows_sent: 0  Rows_examined:  
>>> 15418603
>>> SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN  
>>> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN  
>>> CachedGroupMembers CachedGroupMembers_2  ON  
>>> ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups  
>>> Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE  
>>> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =  
>>> Groups_3.Type) AND (Principals_1.id != '1') AND  
>>> (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName =  
>>> 'OwnTicket') AND (Groups_3.Domain = 'RT::Queue-Role') AND  
>>> ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType =  
>>> 'RT::System'))  ORDER BY main.Name ASC;
>>> # Time: 080317 13:07:13
>>> # User at Host: rt_user[rt_user] @ localhost []
>>> # Query_time: 46  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>> SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551',  
>>> 3600);
>>> # User at Host: rt_user[rt_user] @ localhost []
>>> # Query_time: 346  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>> SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551',  
>>> 3600);
>>>
>>> Thanks
>>>
>>> Richard
>>>
>>> Jesse Vincent wrote:
>>>
>>>> Sounds like someone previously changed the config file without
>>>> restarting.
>>>>
>>>>
>>>> On Mon, Mar 17, 2008 at 05:22:52PM +0000, Richard Ellis wrote:
>>>>
>>>>> Looks like theres a problem with the logfile
>>>>>
>>>>> 080317 10:04:58  mysqld started
>>>>> InnoDB: Error: log file /usr/local/mysql/data/ib_logfile0 is of  
>>>>> different size 0 5242880 bytes
>>>>> InnoDB: than specified in the .cnf file 0 16777216 bytes!
>>>>> 080317 10:04:59 [Note] /usr/local/mysql/bin/mysqld: ready for  
>>>>> connections.
>>>>> Version: '5.0.51a-log'  socket: '/tmp/mysql.sock'  port: 3306   
>>>>> MySQL Community Server (GPL)
>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ACL.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ACL.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Attachments.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Attachments.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Attributes.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Attributes.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/CustomFieldValues.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/CustomFieldValues.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/CustomFields.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/CustomFields.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Groups.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Groups.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Links.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Links.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ObjectCustomFieldValues.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ObjectCustomFieldValues.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Principals.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Principals.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Queues.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Queues.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ScripActions.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ScripActions.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ScripConditions.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/ScripConditions.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Scrips.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Scrips.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Templates.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Templates.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Tickets.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Tickets.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Transactions.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Transactions.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect  
>>>>> information in file: './rt3/Users.frm'
>>>>> 080317 10:16:25 [Note] /usr/local/mysql/bin/mysqld: Normal  
>>>>> shutdown
>>>>>
>>>>> 080317 10:16:27 [Note] /usr/local/mysql/bin/mysqld: Shutdown  
>>>>> complete
>>>>>
>>>>> 080317 10:16:27  mysqld ended
>>>>>
>>>>>
>>>>>
>>>>> Jesse Vincent wrote:
>>>>>
>>>>>> Note that mysqlcheck WILL report corruption if the database is  
>>>>>> being accessed.
>>>>>>
>>>>>>
>>>>>>
>>>>>> On Mar 17, 2008, at 1:13 PM, Richard Ellis wrote:
>>>>>>
>>>>>>
>>>>>>> Restarted to apply that change and now it looks like the  
>>>>>>> database has gone bang.
>>>>>>>
>>>>>>> gpsummit# /usr/local/mysql/bin/safe_mysqld &
>>>>>>> [2] 6970
>>>>>>> gpsummit# Starting mysqld daemon with databases from /usr/ 
>>>>>>> local/mysql/data
>>>>>>>
>>>>>>> gpsummit# mysqlcheck rt3
>>>>>>> rt3.ACL
>>>>>>> Error    : Incorrect information in file: './rt3/ACL.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Attachments
>>>>>>> Error    : Incorrect information in file: './rt3/ 
>>>>>>> Attachments.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Attributes
>>>>>>> Error    : Incorrect information in file: './rt3/Attributes.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.CachedGroupMembers
>>>>>>> Error    : Can't find file: 'CachedGroupMembers' (errno: 2)
>>>>>>> error    : Corrupt
>>>>>>> rt3.CustomFieldValues
>>>>>>> Error    : Incorrect information in file: './rt3/ 
>>>>>>> CustomFieldValues.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.CustomFields
>>>>>>> Error    : Incorrect information in file: './rt3/ 
>>>>>>> CustomFields.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.GroupMembers
>>>>>>> Error    : Can't find file: 'GroupMembers' (errno: 2)
>>>>>>> error    : Corrupt
>>>>>>> rt3.Groups
>>>>>>> Error    : Incorrect information in file: './rt3/Groups.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Links
>>>>>>> Error    : Incorrect information in file: './rt3/Links.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.ObjectCustomFieldValues
>>>>>>> Error    : Incorrect information in file: './rt3/ 
>>>>>>> ObjectCustomFieldValues.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.ObjectCustomFields
>>>>>>> Error    : Can't find file: 'ObjectCustomFields' (errno: 2)
>>>>>>> error    : Corrupt
>>>>>>> rt3.Principals
>>>>>>> Error    : Incorrect information in file: './rt3/Principals.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Queues
>>>>>>> Error    : Incorrect information in file: './rt3/Queues.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.ScripActions
>>>>>>> Error    : Incorrect information in file: './rt3/ 
>>>>>>> ScripActions.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.ScripConditions
>>>>>>> Error    : Incorrect information in file: './rt3/ 
>>>>>>> ScripConditions.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Scrips
>>>>>>> Error    : Incorrect information in file: './rt3/Scrips.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Templates
>>>>>>> Error    : Incorrect information in file: './rt3/Templates.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Tickets
>>>>>>> Error    : Incorrect information in file: './rt3/Tickets.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Transactions
>>>>>>> Error    : Incorrect information in file: './rt3/ 
>>>>>>> Transactions.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.Users
>>>>>>> Error    : Incorrect information in file: './rt3/Users.frm'
>>>>>>> error    : Corrupt
>>>>>>> rt3.sessions
>>>>>>>
>>>>>>> I am so pooched now. No idea if this is recoverable or not.
>>>>>>>
>>>>>>> Rik
>>>>>>>
>>>>>>> Jesse Vincent wrote:
>>>>>>>
>>>>>>>> On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:
>>>>>>>>
>>>>>>>>
>>>>>>>>> mysql> SELECT * from ACL, CachedGroupMembers, Groups where  
>>>>>>>>> ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id  
>>>>>>>>> and Groups.id = CachedGroupMembers.GroupId;
>>>>>>>>>
>>>>>>>> Ok. Those results tell me there should be 290 names in your  
>>>>>>>> "SelectOwner" drop down. (That's a lot, but not enough that  
>>>>>>>> you should see 400s perf ;)
>>>>>>>>
>>>>>>>> Do you have mysql logging slow queries? If not, can you?
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>> -- 
>>>>>>>
>>>>>>> Richard Ellis
>>>>>>> Technical Developer, .Sun eBusiness
>>>>>>>
>>>>>>> Sun Microsystems, Inc.
>>>>>>> Phone x(70) 24727/+44-1252-424 727
>>>>>>> Fax +44 1252 420410
>>>>>>> Email richard.ellis at Sun.COM
>>>>>>>
>>>>>>>
>>>>> -- 
>>>>> Sun.com <http://www.sun.com> 	* Richard Ellis *
>>>>> Technical Developer, .Sun eBusiness
>>>>>
>>>>> *Sun Microsystems, Inc.*
>>>>> Phone x(70) 24727/+44-1252-424 727
>>>>> Fax +44 1252 420410
>>>>> Email richard.ellis at Sun.COM
>>>>> 	sun.com
>>>>>
>>>>>
>>>>
>>> -- 
>>> Sun.com <http://www.sun.com> 	* Richard Ellis *
>>> Technical Developer, .Sun eBusiness
>>>
>>> *Sun Microsystems, Inc.*
>>> Phone x(70) 24727/+44-1252-424 727
>>> Fax +44 1252 420410
>>> Email richard.ellis at Sun.COM
>>> 	sun.com
>>>
>>>
>>
>>
>
> -- 
> Sun.com <http://www.sun.com> 	* Richard Ellis *
> Technical Developer, .Sun eBusiness
>
> *Sun Microsystems, Inc.*
> Phone x(70) 24727/+44-1252-424 727
> Fax +44 1252 420410
> Email richard.ellis at Sun.COM
> 	sun.com
>

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From Richard.Ellis at Sun.COM  Tue Mar 18 12:31:40 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Tue, 18 Mar 2008 16:31:40 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DE9794.7070600@sun.com> <20080317161138.GD32058@bestpractical.com>
	<47DE9BA4.5020203@sun.com>
	<029CEEAC-1C90-4708-B39E-8DA08F59CF78@bestpractical.com>
	<47DEA69D.50702@sun.com>
	<608CE62A-32C2-487B-937F-0B6F04AE6D9E@bestpractical.com>
	<47DEA8EC.2060207@sun.com> <20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
Message-ID: <47DFEE6C.1000203@sun.com>

Hi Jesse,

We are using 5.0.51a at the moment, because 5.0.34 was reported as 
having issues in several posts on the forum and an upgrade recommended.

Richard


Jesse Vincent wrote:
>
> What version of mysql is this again?
>
> My explain output looks like this:
>
> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+ 
>
> | table                | type   | possible_keys               | 
> key     | key_len | ref                           | rows | 
> Extra                                                     |
> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+ 
>
> | Groups_3             | ref    | PRIMARY,Groups1,Groups2     | 
> Groups1 |      65 | const                         |  108 | Using 
> where; Using index; Using temporary; Using filesort |
> | CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,MemberId | 
> GrouMem |       5 | Groups_3.id                   |    1 | Using 
> where; Using index                                  |
> | Principals_1         | eq_ref | PRIMARY                     | 
> PRIMARY |       4 | CachedGroupMembers_2.MemberId |    1 | Using 
> where                                               |
> | ACL_4                | range  | ACL1                        | 
> ACL1    |      50 | NULL                          |   36 | Using 
> where; Using index                                  |
> | main                 | eq_ref | PRIMARY,Users3              | 
> PRIMARY |       4 | Principals_1.id               |    1 
> |                                                           |
> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+ 
>
>
> You'll note that it's starting on the Groups table rather than the 
> Users table, which I suspect is a lot less expensive (and yes, we have 
> a smaller RT database than you)
>
> I sort of wonder whether that "member1" key is causing your RT to make 
> a bad call about join ordering.
>
>
>
>
> On Mar 18, 2008, at 12:21 PM, Richard Ellis wrote:
>> Database changed
>> mysql> EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL 
>> ACL_4 JOIN
>>   -> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN
>>   -> CachedGroupMembers CachedGroupMembers_2  ON (
>>   -> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups 
>> Groups_3
>>   -> ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE
>>   -> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = 
>> Groups_3.Type)
>>   -> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 
>> 'User')
>>   -> AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain =
>>   -> 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR
>>   -> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+ 
>>
>> | id | select_type | table                | type   | 
>> possible_keys        | key     | key_len | 
>> ref                              | rows | 
>> Extra                                     |
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+ 
>>
>> |  1 | SIMPLE      | main                 | range  | 
>> PRIMARY,Users3        | PRIMARY | 4       | 
>> NULL                             | 1378 | Using where; Using 
>> temporary; Using filesort |
>> |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY        | 
>> PRIMARY | 4       | rt3.main.id                      |    1 | Using 
>> where; Distinct                        |
>> |  1 | SIMPLE      | CachedGroupMembers_2 | ref    | 
>> DisGrouMem,GrouMem,group1,member1 | member1 | 5       | 
>> rt3.Principals_1.id              |    1 | Using where; 
>> Distinct                        |
>> |  1 | SIMPLE      | ACL_4                | range  | ACL1        | 
>> ACL1    | 54      | NULL                             |  296 | Using 
>> where; Using index; Distinct           |
>> |  1 | SIMPLE      | Groups_3             | eq_ref | 
>> PRIMARY,Groups1,Groups2        | PRIMARY | 4       | 
>> rt3.CachedGroupMembers_2.GroupId |    1 | Using where; 
>> Distinct                        |
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+ 
>>
>> 5 rows in set (0.01 sec)
>>
>> mysql>
>>
>>
>> Is this giving you a clue where the problem is? Didn't think their 
>> were 15 million rows of data, their are only 10,000 tickets in total.
>>
>> Jesse Vincent wrote:
>>> So, you have a query that ran for 400+ seconds an examined fifteen
>>> million rows. That seems..wrong. What does this say?
>>>
>>> EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 
>>> JOIN
>>> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN 
>>> CachedGroupMembers CachedGroupMembers_2  ON (
>>> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups 
>>> Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE 
>>> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = 
>>> Groups_3.Type) AND (Principals_1.id != '1') AND 
>>> (Principals_1.PrincipalType = 'User')  AND (ACL_4.RightName = 
>>> 'OwnTicket') AND (Groups_3.Domain =  'RT::Queue-Role') AND 
>>> ((ACL_4.ObjectType = 'RT::Queue') OR  (ACL_4.ObjectType = 
>>> 'RT::System'))  ORDER BY main.Name ASC;
>>>
>>>
>>> On Tue, Mar 18, 2008 at 04:10:19PM +0000, Richard Ellis wrote:
>>>
>>>> Hi Jesse,
>>>>
>>>> The output of the slow query log for the last 23 hours:
>>>>
>>>> # User at Host: rt_user[rt_user] @ localhost []
>>>> # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>>> use rt3;
>>>> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 
>>>> 3600);
>>>> # Time: 080317 12:17:03
>>>> # User at Host: rt_user[rt_user] @ localhost []
>>>> # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>>> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 
>>>> 3600);
>>>> # Time: 080317 12:17:47
>>>> # User at Host: rt_user[rt_user] @ localhost []
>>>> # Query_time: 8  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>>> SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 
>>>> 3600);
>>>> # Time: 080317 13:07:11
>>>> # User at Host: rt_user[rt_user] @ localhost []
>>>> # Query_time: 411  Lock_time: 0  Rows_sent: 0  Rows_examined: 15418603
>>>> SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN 
>>>> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN 
>>>> CachedGroupMembers CachedGroupMembers_2  ON ( 
>>>> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups 
>>>> Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE 
>>>> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = 
>>>> Groups_3.Type) AND (Principals_1.id != '1') AND 
>>>> (Principals_1.PrincipalType = 'User') AND (ACL_4.RightName = 
>>>> 'OwnTicket') AND (Groups_3.Domain = 'RT::Queue-Role') AND 
>>>> ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 
>>>> 'RT::System'))  ORDER BY main.Name ASC;
>>>> # Time: 080317 13:07:13
>>>> # User at Host: rt_user[rt_user] @ localhost []
>>>> # Query_time: 46  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>>> SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 
>>>> 3600);
>>>> # User at Host: rt_user[rt_user] @ localhost []
>>>> # Query_time: 346  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>>> SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 
>>>> 3600);
>>>>
>>>> Thanks
>>>>
>>>> Richard
>>>>
>>>> Jesse Vincent wrote:
>>>>
>>>>> Sounds like someone previously changed the config file without
>>>>> restarting.
>>>>>
>>>>>
>>>>> On Mon, Mar 17, 2008 at 05:22:52PM +0000, Richard Ellis wrote:
>>>>>
>>>>>> Looks like theres a problem with the logfile
>>>>>>
>>>>>> 080317 10:04:58  mysqld started
>>>>>> InnoDB: Error: log file /usr/local/mysql/data/ib_logfile0 is of 
>>>>>> different size 0 5242880 bytes
>>>>>> InnoDB: than specified in the .cnf file 0 16777216 bytes!
>>>>>> 080317 10:04:59 [Note] /usr/local/mysql/bin/mysqld: ready for 
>>>>>> connections.
>>>>>> Version: '5.0.51a-log'  socket: '/tmp/mysql.sock'  port: 3306  
>>>>>> MySQL Community Server (GPL)
>>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ACL.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ACL.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Attachments.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Attachments.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Attributes.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Attributes.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/CustomFieldValues.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/CustomFieldValues.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/CustomFields.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/CustomFields.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Groups.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Groups.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Links.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Links.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ObjectCustomFieldValues.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ObjectCustomFieldValues.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Principals.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Principals.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Queues.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Queues.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ScripActions.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ScripActions.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ScripConditions.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/ScripConditions.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Scrips.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Scrips.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Templates.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Templates.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Tickets.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Tickets.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Transactions.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Transactions.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect 
>>>>>> information in file: './rt3/Users.frm'
>>>>>> 080317 10:16:25 [Note] /usr/local/mysql/bin/mysqld: Normal shutdown
>>>>>>
>>>>>> 080317 10:16:27 [Note] /usr/local/mysql/bin/mysqld: Shutdown 
>>>>>> complete
>>>>>>
>>>>>> 080317 10:16:27  mysqld ended
>>>>>>
>>>>>>
>>>>>>
>>>>>> Jesse Vincent wrote:
>>>>>>
>>>>>>> Note that mysqlcheck WILL report corruption if the database is 
>>>>>>> being accessed.
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> On Mar 17, 2008, at 1:13 PM, Richard Ellis wrote:
>>>>>>>
>>>>>>>
>>>>>>>> Restarted to apply that change and now it looks like the 
>>>>>>>> database has gone bang.
>>>>>>>>
>>>>>>>> gpsummit# /usr/local/mysql/bin/safe_mysqld &
>>>>>>>> [2] 6970
>>>>>>>> gpsummit# Starting mysqld daemon with databases from 
>>>>>>>> /usr/local/mysql/data
>>>>>>>>
>>>>>>>> gpsummit# mysqlcheck rt3
>>>>>>>> rt3.ACL
>>>>>>>> Error    : Incorrect information in file: './rt3/ACL.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Attachments
>>>>>>>> Error    : Incorrect information in file: './rt3/Attachments.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Attributes
>>>>>>>> Error    : Incorrect information in file: './rt3/Attributes.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.CachedGroupMembers
>>>>>>>> Error    : Can't find file: 'CachedGroupMembers' (errno: 2)
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.CustomFieldValues
>>>>>>>> Error    : Incorrect information in file: 
>>>>>>>> './rt3/CustomFieldValues.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.CustomFields
>>>>>>>> Error    : Incorrect information in file: './rt3/CustomFields.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.GroupMembers
>>>>>>>> Error    : Can't find file: 'GroupMembers' (errno: 2)
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Groups
>>>>>>>> Error    : Incorrect information in file: './rt3/Groups.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Links
>>>>>>>> Error    : Incorrect information in file: './rt3/Links.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.ObjectCustomFieldValues
>>>>>>>> Error    : Incorrect information in file: 
>>>>>>>> './rt3/ObjectCustomFieldValues.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.ObjectCustomFields
>>>>>>>> Error    : Can't find file: 'ObjectCustomFields' (errno: 2)
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Principals
>>>>>>>> Error    : Incorrect information in file: './rt3/Principals.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Queues
>>>>>>>> Error    : Incorrect information in file: './rt3/Queues.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.ScripActions
>>>>>>>> Error    : Incorrect information in file: './rt3/ScripActions.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.ScripConditions
>>>>>>>> Error    : Incorrect information in file: 
>>>>>>>> './rt3/ScripConditions.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Scrips
>>>>>>>> Error    : Incorrect information in file: './rt3/Scrips.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Templates
>>>>>>>> Error    : Incorrect information in file: './rt3/Templates.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Tickets
>>>>>>>> Error    : Incorrect information in file: './rt3/Tickets.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Transactions
>>>>>>>> Error    : Incorrect information in file: './rt3/Transactions.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.Users
>>>>>>>> Error    : Incorrect information in file: './rt3/Users.frm'
>>>>>>>> error    : Corrupt
>>>>>>>> rt3.sessions
>>>>>>>>
>>>>>>>> I am so pooched now. No idea if this is recoverable or not.
>>>>>>>>
>>>>>>>> Rik
>>>>>>>>
>>>>>>>> Jesse Vincent wrote:
>>>>>>>>
>>>>>>>>> On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>> mysql> SELECT * from ACL, CachedGroupMembers, Groups where 
>>>>>>>>>> ACL.RightName = 'OwnTicket' and ACL.PrincipalId = Groups.id 
>>>>>>>>>> and Groups.id = CachedGroupMembers.GroupId;
>>>>>>>>>>
>>>>>>>>> Ok. Those results tell me there should be 290 names in your 
>>>>>>>>> "SelectOwner" drop down. (That's a lot, but not enough that 
>>>>>>>>> you should see 400s perf ;)
>>>>>>>>>
>>>>>>>>> Do you have mysql logging slow queries? If not, can you?
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>> -- 
>>>>>>>>
>>>>>>>> Richard Ellis
>>>>>>>> Technical Developer, .Sun eBusiness
>>>>>>>>
>>>>>>>> Sun Microsystems, Inc.
>>>>>>>> Phone x(70) 24727/+44-1252-424 727
>>>>>>>> Fax +44 1252 420410
>>>>>>>> Email richard.ellis at Sun.COM
>>>>>>>>
>>>>>>>>
>>>>>> -- 
>>>>>> Sun.com <http://www.sun.com>     * Richard Ellis *
>>>>>> Technical Developer, .Sun eBusiness
>>>>>>
>>>>>> *Sun Microsystems, Inc.*
>>>>>> Phone x(70) 24727/+44-1252-424 727
>>>>>> Fax +44 1252 420410
>>>>>> Email richard.ellis at Sun.COM
>>>>>>     sun.com
>>>>>>
>>>>>>
>>>>>
>>>> -- 
>>>> Sun.com <http://www.sun.com>     * Richard Ellis *
>>>> Technical Developer, .Sun eBusiness
>>>>
>>>> *Sun Microsystems, Inc.*
>>>> Phone x(70) 24727/+44-1252-424 727
>>>> Fax +44 1252 420410
>>>> Email richard.ellis at Sun.COM
>>>>     sun.com
>>>>
>>>>
>>>
>>>
>>
>> -- 
>> Sun.com <http://www.sun.com>     * Richard Ellis *
>> Technical Developer, .Sun eBusiness
>>
>> *Sun Microsystems, Inc.*
>> Phone x(70) 24727/+44-1252-424 727
>> Fax +44 1252 420410
>> Email richard.ellis at Sun.COM
>>     sun.com
>>

-- 
Sun.com <http://www.sun.com> 	* Richard Ellis *
Technical Developer, .Sun eBusiness

*Sun Microsystems, Inc.*
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis at Sun.COM
	sun.com

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From scottsl at us.ibm.com  Tue Mar 18 16:06:22 2008
From: scottsl at us.ibm.com (scottsl at us.ibm.com)
Date: Tue, 18 Mar 2008 16:06:22 -0400
Subject: [rt-users] AUTO: Shawn Scott is out of the office. (returning
	03/24/2008)
Message-ID: <OF0B3F7C6A.1EF833D6-ON85257410.006E723F-85257410.006E723F@lotus.com>



I am out of the office until 03/24/2008.

John Hess will be backing me up. If you have any immediate issues, please
contact John at 817-352-0654


Note: This is an automated response to your message  "RT-Users Digest, Vol
48, Issue 49" sent on 3/18/2008 12:00:04 PM.

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From ruz at bestpractical.com  Tue Mar 18 17:02:05 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Mar 2008 00:02:05 +0300
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DFEE6C.1000203@sun.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DEA69D.50702@sun.com>
	<608CE62A-32C2-487B-937F-0B6F04AE6D9E@bestpractical.com>
	<47DEA8EC.2060207@sun.com> <20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
Message-ID: <589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>

Hello, Richard.

Jesse asked me to look into this problem. Could you please run SQL
commands from the attachment. It's a list of COUNT and EXPLAIN
queries. I hope that will help us identify problems.

On Tue, Mar 18, 2008 at 7:31 PM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>
>  Hi Jesse,
>
>  We are using 5.0.51a at the moment, because 5.0.34 was reported as having
> issues in several posts on the forum and an upgrade recommended.
>
>  Richard
>
>
>
>
>  Jesse Vincent wrote:
>
>
>  What version of mysql is this again?
>
>  My explain output looks like this:
>
>
> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+
>  | table                | type   | possible_keys               | key     |
> key_len | ref                           | rows | Extra
> |
>
> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+
>  | Groups_3             | ref    | PRIMARY,Groups1,Groups2     | Groups1 |
> 65 | const                         |  108 | Using where; Using index; Using
> temporary; Using filesort |
>  | CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,MemberId | GrouMem |
> 5 | Groups_3.id                   |    1 | Using where; Using index
> |
>  | Principals_1         | eq_ref | PRIMARY                     | PRIMARY |
> 4 | CachedGroupMembers_2.MemberId |    1 | Using where
> |
>  | ACL_4                | range  | ACL1                        | ACL1    |
> 50 | NULL                          |   36 | Using where; Using index
> |
>  | main                 | eq_ref | PRIMARY,Users3              | PRIMARY |
> 4 | Principals_1.id               |    1 |
> |
>
> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+
>
>  You'll note that it's starting on the Groups table rather than the Users
> table, which I suspect is a lot less expensive (and yes, we have a smaller
> RT database than you)
>
>  I sort of wonder whether that "member1" key is causing your RT to make a
> bad call about join ordering.
>
>
>
>
>  On Mar 18, 2008, at 12:21 PM, Richard Ellis wrote:
>
> Database changed
>  mysql> EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4
> JOIN
>    -> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN
>    -> CachedGroupMembers CachedGroupMembers_2  ON (
>    -> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3
>    -> ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE
>    -> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
> Groups_3.Type)
>    -> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User')
>    -> AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain =
>    -> 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR
>    -> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
>
> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>  | id | select_type | table                | type   | possible_keys        |
> key     | key_len | ref                              | rows | Extra
> |
>
> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>  |  1 | SIMPLE      | main                 | range  | PRIMARY,Users3
> | PRIMARY | 4       | NULL                             | 1378 | Using where;
> Using temporary; Using filesort |
>  |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY        |
> PRIMARY | 4       | rt3.main.id                      |    1 | Using where;
> Distinct                        |
>  |  1 | SIMPLE      | CachedGroupMembers_2 | ref    |
> DisGrouMem,GrouMem,group1,member1 | member1 | 5       | rt3.Principals_1.id
> |    1 | Using where; Distinct                        |
>  |  1 | SIMPLE      | ACL_4                | range  | ACL1        | ACL1
> | 54      | NULL                             |  296 | Using where; Using
> index; Distinct           |
>  |  1 | SIMPLE      | Groups_3             | eq_ref |
> PRIMARY,Groups1,Groups2        | PRIMARY | 4       |
> rt3.CachedGroupMembers_2.GroupId |    1 | Using where; Distinct
> |
>
> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>  5 rows in set (0.01 sec)
>
>  mysql>
>
>
>  Is this giving you a clue where the problem is? Didn't think their were 15
> million rows of data, their are only 10,000 tickets in total.
>
>  Jesse Vincent wrote:
>
> So, you have a query that ran for 400+ seconds an examined fifteen
>  million rows. That seems..wrong. What does this say?
>
>  EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
>  Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN
> CachedGroupMembers CachedGroupMembers_2  ON (
>  CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3  ON
> ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE (Principals_1.Disabled
> = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id !=
> '1') AND (Principals_1.PrincipalType = 'User')  AND (ACL_4.RightName =
> 'OwnTicket') AND (Groups_3.Domain =  'RT::Queue-Role') AND
> ((ACL_4.ObjectType = 'RT::Queue') OR  (ACL_4.ObjectType = 'RT::System'))
> ORDER BY main.Name ASC;
>
>
>  On Tue, Mar 18, 2008 at 04:10:19PM +0000, Richard Ellis wrote:
>
>
> Hi Jesse,
>
>  The output of the slow query log for the last 23 hours:
>
>  # User at Host: rt_user[rt_user] @ localhost []
>  # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>  use rt3;
>  SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
>  # Time: 080317 12:17:03
>  # User at Host: rt_user[rt_user] @ localhost []
>  # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>  SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
>  # Time: 080317 12:17:47
>  # User at Host: rt_user[rt_user] @ localhost []
>  # Query_time: 8  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>  SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
>  # Time: 080317 13:07:11
>  # User at Host: rt_user[rt_user] @ localhost []
>  # Query_time: 411  Lock_time: 0  Rows_sent: 0  Rows_examined: 15418603
>  SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id )
> JOIN Groups Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
> Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType
> = 'User') AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain =
> 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType
> = 'RT::System'))  ORDER BY main.Name ASC;
>  # Time: 080317 13:07:13
>  # User at Host: rt_user[rt_user] @ localhost []
>  # Query_time: 46  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>  SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 3600);
>  # User at Host: rt_user[rt_user] @ localhost []
>  # Query_time: 346  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>  SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 3600);
>
>  Thanks
>
>  Richard
>
>  Jesse Vincent wrote:
>
>
> Sounds like someone previously changed the config file without
>  restarting.
>
>
>  On Mon, Mar 17, 2008 at 05:22:52PM +0000, Richard Ellis wrote:
>
>
> Looks like theres a problem with the logfile
>
>  080317 10:04:58  mysqld started
>  InnoDB: Error: log file /usr/local/mysql/data/ib_logfile0 is of different
> size 0 5242880 bytes
>  InnoDB: than specified in the .cnf file 0 16777216 bytes!
>  080317 10:04:59 [Note] /usr/local/mysql/bin/mysqld: ready for connections.
>  Version: '5.0.51a-log'  socket: '/tmp/mysql.sock'  port: 3306  MySQL
> Community Server (GPL)
>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ACL.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ACL.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Attachments.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Attachments.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Attributes.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Attributes.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/CustomFieldValues.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/CustomFieldValues.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/CustomFields.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/CustomFields.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Groups.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Groups.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Links.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Links.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ObjectCustomFieldValues.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ObjectCustomFieldValues.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Principals.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Principals.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Queues.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Queues.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ScripActions.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ScripActions.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ScripConditions.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/ScripConditions.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Scrips.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Scrips.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Templates.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Templates.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Tickets.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Tickets.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Transactions.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Transactions.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
> in file: './rt3/Users.frm'
>  080317 10:16:25 [Note] /usr/local/mysql/bin/mysqld: Normal shutdown
>
>  080317 10:16:27 [Note] /usr/local/mysql/bin/mysqld: Shutdown complete
>
>  080317 10:16:27  mysqld ended
>
>
>
>  Jesse Vincent wrote:
>
>
> Note that mysqlcheck WILL report corruption if the database is being
> accessed.
>
>
>
>  On Mar 17, 2008, at 1:13 PM, Richard Ellis wrote:
>
>
>
> Restarted to apply that change and now it looks like the database has gone
> bang.
>
>  gpsummit# /usr/local/mysql/bin/safe_mysqld &
>  [2] 6970
>  gpsummit# Starting mysqld daemon with databases from /usr/local/mysql/data
>
>  gpsummit# mysqlcheck rt3
>  rt3.ACL
>  Error    : Incorrect information in file: './rt3/ACL.frm'
>  error    : Corrupt
>  rt3.Attachments
>  Error    : Incorrect information in file: './rt3/Attachments.frm'
>  error    : Corrupt
>  rt3.Attributes
>  Error    : Incorrect information in file: './rt3/Attributes.frm'
>  error    : Corrupt
>  rt3.CachedGroupMembers
>  Error    : Can't find file: 'CachedGroupMembers' (errno: 2)
>  error    : Corrupt
>  rt3.CustomFieldValues
>  Error    : Incorrect information in file: './rt3/CustomFieldValues.frm'
>  error    : Corrupt
>  rt3.CustomFields
>  Error    : Incorrect information in file: './rt3/CustomFields.frm'
>  error    : Corrupt
>  rt3.GroupMembers
>  Error    : Can't find file: 'GroupMembers' (errno: 2)
>  error    : Corrupt
>  rt3.Groups
>  Error    : Incorrect information in file: './rt3/Groups.frm'
>  error    : Corrupt
>  rt3.Links
>  Error    : Incorrect information in file: './rt3/Links.frm'
>  error    : Corrupt
>  rt3.ObjectCustomFieldValues
>  Error    : Incorrect information in file:
> './rt3/ObjectCustomFieldValues.frm'
>  error    : Corrupt
>  rt3.ObjectCustomFields
>  Error    : Can't find file: 'ObjectCustomFields' (errno: 2)
>  error    : Corrupt
>  rt3.Principals
>  Error    : Incorrect information in file: './rt3/Principals.frm'
>  error    : Corrupt
>  rt3.Queues
>  Error    : Incorrect information in file: './rt3/Queues.frm'
>  error    : Corrupt
>  rt3.ScripActions
>  Error    : Incorrect information in file: './rt3/ScripActions.frm'
>  error    : Corrupt
>  rt3.ScripConditions
>  Error    : Incorrect information in file: './rt3/ScripConditions.frm'
>  error    : Corrupt
>  rt3.Scrips
>  Error    : Incorrect information in file: './rt3/Scrips.frm'
>  error    : Corrupt
>  rt3.Templates
>  Error    : Incorrect information in file: './rt3/Templates.frm'
>  error    : Corrupt
>  rt3.Tickets
>  Error    : Incorrect information in file: './rt3/Tickets.frm'
>  error    : Corrupt
>  rt3.Transactions
>  Error    : Incorrect information in file: './rt3/Transactions.frm'
>  error    : Corrupt
>  rt3.Users
>  Error    : Incorrect information in file: './rt3/Users.frm'
>  error    : Corrupt
>  rt3.sessions
>
>  I am so pooched now. No idea if this is recoverable or not.
>
>  Rik
>
>  Jesse Vincent wrote:
>
>
> On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:
>
>
>
> mysql> SELECT * from ACL, CachedGroupMembers, Groups where ACL.RightName =
> 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id =
> CachedGroupMembers.GroupId;
>
>  Ok. Those results tell me there should be 290 names in your "SelectOwner"
> drop down. (That's a lot, but not enough that you should see 400s perf ;)
>
>  Do you have mysql logging slow queries? If not, can you?
>
>
>
>  --
>
>  Richard Ellis
>  Technical Developer, .Sun eBusiness
>
>  Sun Microsystems, Inc.
>  Phone x(70) 24727/+44-1252-424 727
>  Fax +44 1252 420410
>  Email richard.ellis at Sun.COM
>
>
>  --
>  Sun.com <http://www.sun.com>     * Richard Ellis *
>  Technical Developer, .Sun eBusiness
>
>  *Sun Microsystems, Inc.*
>  Phone x(70) 24727/+44-1252-424 727
>  Fax +44 1252 420410
>  Email richard.ellis at Sun.COM
>      sun.com
>
>
>
>  --
>  Sun.com <http://www.sun.com>     * Richard Ellis *
>  Technical Developer, .Sun eBusiness
>
>  *Sun Microsystems, Inc.*
>  Phone x(70) 24727/+44-1252-424 727
>  Fax +44 1252 420410
>  Email richard.ellis at Sun.COM
>      sun.com
>
>
>
>
>
>  --
>  Sun.com <http://www.sun.com>     * Richard Ellis *
>  Technical Developer, .Sun eBusiness
>
>  *Sun Microsystems, Inc.*
>  Phone x(70) 24727/+44-1252-424 727
>  Fax +44 1252 420410
>  Email richard.ellis at Sun.COM
>      sun.com
>
>
>
> --
>
>  Richard Ellis
>  Technical Developer, .Sun eBusiness
>
>  Sun Microsystems, Inc.
>  Phone x(70) 24727/+44-1252-424 727
>  Fax +44 1252 420410
>  Email richard.ellis at Sun.COM
>
> _______________________________________________
>  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.
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From micah at onshore.com  Tue Mar 18 17:50:52 2008
From: micah at onshore.com (Micah Gersten)
Date: Tue, 18 Mar 2008 16:50:52 -0500
Subject: [rt-users] Seeing Unowned tickets in queues that a user cannot see
Message-ID: <002e01c88942$22fdbbc0$6914a8c0@voyager>

We?re having a problem that users can see unowned tickets in queues that
they do not have the SeeQueue right for.  The ticket info shows up, but not
the queue name.   We are running RT 3.6.0. Is there an easy fix for this?

 

Thank you,

Micah Gersten

Internal Developer

onShore Networks

www.onshore.com

 


No virus found in this outgoing message.
Checked by AVG. 
Version: 7.5.519 / Virus Database: 269.21.7/1333 - Release Date: 3/18/2008
8:10 AM
 
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From Grant.Christensen at supercorp.com.au  Tue Mar 18 23:39:28 2008
From: Grant.Christensen at supercorp.com.au (Grant Christensen)
Date: Wed, 19 Mar 2008 13:39:28 +1000
Subject: [rt-users] New install, weird layount (CSS?)
In-Reply-To: <138619B7A48B8143B440C6EB766607FEA5B736@beersheba.Supercorp.Local>
References: <138619B7A48B8143B440C6EB766607FEA5B736@beersheba.Supercorp.Local>
Message-ID: <138619B7A48B8143B440C6EB766607FEA5B73A@beersheba.Supercorp.Local>

Hi, 

 

I have done a default install on a Fedora 8 box using the Fedora 7
packaged installation.  RT is up and working, email integrated etc etc,
however the screen layout looks like it is not using the stylesheet or
similar problem.  

 

I have put a screenshot on http://www.supercorp.com.au/rt3.jpg .
Basically the menus are in a different position, across the top, not
down the left etc as per the screen shots on the website.

 

Has the layout changes at all (have not used for a long time) or could
something be wrong with my install.

 

 

Grant Christensen 
Services Manager 

  <http://www.supercorp.com.au/email_footers/ad/ad.html> 

  <http://www.supercorp.com.au/> 

Email: Grant.Christensen at supercorp.com.au
<mailto:Grant.Christensen at supercorp.com.au>     Ph:(07) 3832 7300
Fax:(07) 3832 7002   Website: www.supercorp.com.au
<http://www.supercorp.com.au/>  

Postal: GPO Box 1525, Brisbane QLD 4001 AUSTRALIA   Location: Level 4,
500 Queen Street
<http://www.supercorp.com.au/Contact_Us/Street_Map/Street_Map.htm> ,
Brisbane QLD 4000 AUSTRALIA
<http://www.supercorp.com.au/Contact_Us/Australia_Map/Australia_Map.htm>


The information contained in this message is intended only for the use
of the individual or entity to which it is addressed. It is confidential
and may be legally privileged. If the reader of this message is not the
intended recipient, or is not responsible for delivering the message to
the intended recipient, then any use, dissemination, further
distribution, or reproduction of this message in any form what so ever,
is strictly prohibited.If the mail is in error, please notify the sender
by return E-mail or telephone and immediately delete your copy of the
message. Thank you very much for your assistance. 

 

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From Grant.Christensen at supercorp.com.au  Tue Mar 18 23:43:37 2008
From: Grant.Christensen at supercorp.com.au (Grant Christensen)
Date: Wed, 19 Mar 2008 13:43:37 +1000
Subject: [rt-users] New install, weird layount (CSS?)
In-Reply-To: <47E08C52.2000608@gmail.com>
References: <138619B7A48B8143B440C6EB766607FEA5B736@beersheba.Supercorp.Local>
	<138619B7A48B8143B440C6EB766607FEA5B73A@beersheba.Supercorp.Local>
	<47E08C52.2000608@gmail.com>
Message-ID: <138619B7A48B8143B440C6EB766607FEA5B73B@beersheba.Supercorp.Local>

I was comparing to:

http://www.bestpractical.com/images/screenshots/rt/3.0/home.gif


-----Original Message-----
From: Chaim Rieger [mailto:chaim.rieger at gmail.com] 
Sent: Wednesday, 19 March 2008 1:45 PM
To: Grant Christensen
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] New install, weird layount (CSS?)

looks right to me

Grant Christensen wrote:
>
> Hi,
>
>  
>
> I have done a default install on a Fedora 8 box using the Fedora 7 
> packaged installation.  RT is up and working, email integrated etc 
> etc, however the screen layout looks like it is not using the 
> stylesheet or similar problem. 
>
>  
>
> I have put a screenshot on http://www.supercorp.com.au/rt3.jpg .  
> Basically the menus are in a different position, across the top, not 
> down the left etc as per the screen shots on the website.
>
>  
>
> Has the layout changes at all (have not used for a long time) or could

> something be wrong with my install.
>
>  
>
>  
>
> *Grant Christensen*
> */Services Manager/*
>
> 	
>
> http://www.supercorp.com.au/email_footers/ad/blank.gif 
> <http://www.supercorp.com.au/email_footers/ad/ad.html>
>
> 	
>
> More about Supercorp <http://www.supercorp.com.au/>
>
> *Email: Grant.Christensen at supercorp.com.au 
> <mailto:Grant.Christensen at supercorp.com.au>    Ph:(07) 3832 7300 
> Fax:(07) 3832 7002   Website: www.supercorp.com.au 
> <http://www.supercorp.com.au/>*
>
> *Postal: GPO Box 1525, Brisbane QLD 4001 AUSTRALIA   Location: Level 
> 4, 500 Queen Street 
> <http://www.supercorp.com.au/Contact_Us/Street_Map/Street_Map.htm>, 
> Brisbane QLD 4000 AUSTRALIA 
>
<http://www.supercorp.com.au/Contact_Us/Australia_Map/Australia_Map.htm>
*
>
> /The information contained in this message is intended only for the 
> use of the individual or entity to which it is addressed. It is 
> confidential and may be legally privileged. If the reader of this 
> message is not the intended recipient, or is not responsible for 
> delivering the message to the intended recipient, then any use, 
> dissemination, further distribution, or reproduction of this message 
> in any form what so ever, is strictly prohibited.If the mail is in 
> error, please notify the sender by return E-mail or telephone and 
> immediately delete your copy of the message. Thank you very much for 
> your assistance./
>
>  
>
>
------------------------------------------------------------------------
>
> _______________________________________________
> 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



From chaim.rieger at gmail.com  Tue Mar 18 23:56:52 2008
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 18 Mar 2008 20:56:52 -0700
Subject: [rt-users] New install, weird layount (CSS?)
In-Reply-To: <138619B7A48B8143B440C6EB766607FEA5B73B@beersheba.Supercorp.Local>
References: <138619B7A48B8143B440C6EB766607FEA5B736@beersheba.Supercorp.Local>
	<138619B7A48B8143B440C6EB766607FEA5B73A@beersheba.Supercorp.Local>
	<47E08C52.2000608@gmail.com>
	<138619B7A48B8143B440C6EB766607FEA5B73B@beersheba.Supercorp.Local>
Message-ID: <47E08F04.4040303@gmail.com>



Grant Christensen wrote:
> I was comparing to:
>
> http://www.bestpractical.com/images/screenshots/rt/3.0/home.gif
>   
nope, thats the old one

you is all good


From chaim.rieger at gmail.com  Tue Mar 18 23:45:22 2008
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 18 Mar 2008 20:45:22 -0700
Subject: [rt-users] New install, weird layount (CSS?)
In-Reply-To: <138619B7A48B8143B440C6EB766607FEA5B73A@beersheba.Supercorp.Local>
References: <138619B7A48B8143B440C6EB766607FEA5B736@beersheba.Supercorp.Local>
	<138619B7A48B8143B440C6EB766607FEA5B73A@beersheba.Supercorp.Local>
Message-ID: <47E08C52.2000608@gmail.com>

looks right to me

Grant Christensen wrote:
>
> Hi,
>
>  
>
> I have done a default install on a Fedora 8 box using the Fedora 7 
> packaged installation.  RT is up and working, email integrated etc 
> etc, however the screen layout looks like it is not using the 
> stylesheet or similar problem. 
>
>  
>
> I have put a screenshot on http://www.supercorp.com.au/rt3.jpg .  
> Basically the menus are in a different position, across the top, not 
> down the left etc as per the screen shots on the website.
>
>  
>
> Has the layout changes at all (have not used for a long time) or could 
> something be wrong with my install.
>
>  
>
>  
>
> *Grant Christensen*
> */Services Manager/*
>
> 	
>
> http://www.supercorp.com.au/email_footers/ad/blank.gif 
> <http://www.supercorp.com.au/email_footers/ad/ad.html>
>
> 	
>
> More about Supercorp <http://www.supercorp.com.au/>
>
> *Email: Grant.Christensen at supercorp.com.au 
> <mailto:Grant.Christensen at supercorp.com.au>    Ph:(07) 3832 7300 
> Fax:(07) 3832 7002   Website: www.supercorp.com.au 
> <http://www.supercorp.com.au/>*
>
> *Postal: GPO Box 1525, Brisbane QLD 4001 AUSTRALIA   Location: Level 
> 4, 500 Queen Street 
> <http://www.supercorp.com.au/Contact_Us/Street_Map/Street_Map.htm>, 
> Brisbane QLD 4000 AUSTRALIA 
> <http://www.supercorp.com.au/Contact_Us/Australia_Map/Australia_Map.htm>*
>
> /The information contained in this message is intended only for the 
> use of the individual or entity to which it is addressed. It is 
> confidential and may be legally privileged. If the reader of this 
> message is not the intended recipient, or is not responsible for 
> delivering the message to the intended recipient, then any use, 
> dissemination, further distribution, or reproduction of this message 
> in any form what so ever, is strictly prohibited.If the mail is in 
> error, please notify the sender by return E-mail or telephone and 
> immediately delete your copy of the message. Thank you very much for 
> your assistance./
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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



From gevans at hcc.net  Wed Mar 19 02:34:18 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 18 Mar 2008 23:34:18 -0700
Subject: [rt-users] Question about "Command By Mail" - Something is not
	right :/
Message-ID: <360C267A-171B-4599-AD4F-12897A40F9F1@hcc.net>

Hi there, just a quick question regarding the 'command by mail'  
extension. I am working with someone offsite that is using a non-RT  
ticketing system and they currently send email to us for certain  
tickets. We are trying to ensure that all tickets go into our  
ticketing system so I am working with their in-house guy to have him  
mail it in a format that command by mail will work with.

If we just send the ticket from an email program it works fine,  
Requestor, Owner, et al. are properly set in RT. There are 2 possible  
queue's for the ticket to go to but what we get is that it goes to the  
incorrect queue and none of the information gets set for the ticket.   
When I look at the ticket in RT, in the comments section, this is what  
I see:

(Copied and pasted)

Owner: remote_Sites_username
Status: open
Requestor: username at mydomain.com
Queue: queue_for_remote_site
TimeWorked: 00:00:13
RealName - Testy Testerton
HomePhone - 555-555-0000
City - Some City
State - State
Password - None
Problem - Testing
instead of

Solution - Testing.

Which is exactly what I asked them to send, the way I asked them to  
send it. The resulting HTML displayed in RT if I view source is:

<div class="messagebody">
Owner: remote_Sites_username<br>Status: open<br>Requestor: username at mydomain.com 
<br>Queue: GTC<br>TimeWorked: 00:00:13<br>RealName - Testy  
Testerton<br>HomePhone - 555-555-0000<br>City - Some City<br>State -  
State<br>Password -  None<br>Problem - Testing <br> instead of  
<br><br>Solution - Testing.

and it is not in their queue and is assigned (Requestor) as their  
system user.  We also tried a different way with the same results, but  
with different HTML code showing when I view source. Instead of <br>  
it has <br />

Since it works perfectly when we just send it via any old mail  
program, can anyone tell me what is going wrong here?

Here is what is in my RT log relating to one of the created tickets  
via email. I would love to provide more information if possible as well:

[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15870 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15871 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15872 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15873 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: About to prepare scrips for  
transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171)
[Wed Mar 19 02:40:17 2008] [debug]: Found 3 scrips (/opt/rt3/lib/RT/ 
Scrips_Overlay.pm:365)
[Wed Mar 19 02:40:17 2008] [debug]: Got To Stage 1 ((eval 3880):1)
[Wed Mar 19 02:40:17 2008] [debug]: About to commit scrips for  
transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180)
[Wed Mar 19 02:40:17 2008] [info]: <rt-3.6.5-7247-1205894417-471.960-4-0 at rt.hctc.com 
 > #960/15874 - Scrip 4 Scrip #04 (/opt/rt3/lib/RT/Action/SendEmail.pm: 
252)
[Wed Mar 19 02:40:17 2008] [info]: <rt-3.6.5-7247-1205894417-471.960-4-0 at rt.hctc.com 
 > sent  Bcc: support at hctc.com (/opt/rt3/lib/RT/Action/SendEmail.pm:283)
[Wed Mar 19 02:40:17 2008] [debug]: We found a part. we want to record  
it. (/opt/rt3/lib/RT/Action/SendEmail.pm:443)
[Wed Mar 19 02:40:17 2008] [debug]: We found an attachment. we want to  
not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:440)
[Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
lib/RT/I18N.pm:397)
[Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
lib/RT/I18N.pm:397)
[Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
transaction #15875 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
[Wed Mar 19 02:40:17 2008] [debug]: Got to Stage 2 ((eval 3910):2)
[Wed Mar 19 02:40:17 2008] [debug]: Conditions NOT Met, condition  
is:Create ((eval 3910):67)
[Wed Mar 19 02:40:17 2008] [info]: Ticket 960 created in queue 'Email  
Support' by gtctechsupport (/opt/rt3/lib/RT/Ticket_Overlay.pm:756)

The "Got TO Stage 1, Got to Stage 2 and Conditions NOT Met lines are  
from a scrip that I use, but that should not break anything in  
creating the ticket since it works fine when they, or I send a ticket  
with the exact same (or very similar) information from any standard  
mail app.

I am a bit perplexed and any help would be appreciated.


Regards,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

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From gevans at hcc.net  Wed Mar 19 02:46:09 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 18 Mar 2008 23:46:09 -0700
Subject: [rt-users] Question about "Command By Mail" - Something is not
	right :/
In-Reply-To: <360C267A-171B-4599-AD4F-12897A40F9F1@hcc.net>
References: <360C267A-171B-4599-AD4F-12897A40F9F1@hcc.net>
Message-ID: <8F87EAEC-CB40-4E22-83B4-EBF2394FBE3D@hcc.net>

Here is a bit more info from my /var/log/httpd/error_log

[Tue Mar 18 17:33:30 2008] [error]: Couldn't create ticket from  
message with commands, fallback to standard mailgate.

Error: Invalid value for status (/opt/rt3/local/lib/RT/Interface/Email/ 
Filter/TakeAction.pm:504)
[Tue Mar 18 17:33:30 2008] [crit]: Couldn't create ticket from message  
with commands, fallback to standard mailgate.

Error: Invalid value for status (/opt/rt3/lib/RT/Interface/Email.pm:243)
[Tue Mar 18 12:52:26 2008] [error] [Mason] File does not exist: /opt/ 
rt3/share/html/favicon.ico
[Tue Mar 18 12:52:26 2008] [error] [Mason] File does not exist: /opt/ 
rt3/share/html/favicon.ico
[Tue Mar 18 19:52:34 2008] [error]: FAILED LOGIN for gtctechsupport  
from 64.184.140.29 (/opt/rt3/share/html/autohandler:251)
[Tue Mar 18 19:57:48 2008] [error]: FAILED LOGIN for gtc from  
64.184.140.29 (/opt/rt3/share/html/autohandler:251)

The status on this ticket was "open" (sans quotes) and I copied and  
pasted what showed up incorrectly from when they tried to submit it  
and emailed it into the system from Apple's Mail.app and from  
Microsoft Outlook 2003 and it worked properly both times.

Regards,

Greg Evans
Internet Support
Hood Canal Communications
(360) 898-2481 ext.212

On Mar 18, 2008, at 11:34 PM, Greg Evans wrote:

> Hi there, just a quick question regarding the 'command by mail'  
> extension. I am working with someone offsite that is using a non-RT  
> ticketing system and they currently send email to us for certain  
> tickets. We are trying to ensure that all tickets go into our  
> ticketing system so I am working with their in-house guy to have him  
> mail it in a format that command by mail will work with.
>
> If we just send the ticket from an email program it works fine,  
> Requestor, Owner, et al. are properly set in RT. There are 2  
> possible queue's for the ticket to go to but what we get is that it  
> goes to the incorrect queue and none of the information gets set for  
> the ticket.  When I look at the ticket in RT, in the comments  
> section, this is what I see:
>
> (Copied and pasted)
>
> Owner: remote_Sites_username
> Status: open
> Requestor: username at mydomain.com
> Queue: queue_for_remote_site
> TimeWorked: 00:00:13
> RealName - Testy Testerton
> HomePhone - 555-555-0000
> City - Some City
> State - State
> Password - None
> Problem - Testing
> instead of
>
> Solution - Testing.
>
> Which is exactly what I asked them to send, the way I asked them to  
> send it. The resulting HTML displayed in RT if I view source is:
>
> <div class="messagebody">
> Owner: remote_Sites_username<br>Status: open<br>Requestor: username at mydomain.com 
> <br>Queue: GTC<br>TimeWorked: 00:00:13<br>RealName - Testy  
> Testerton<br>HomePhone - 555-555-0000<br>City - Some City<br>State -  
> State<br>Password -  None<br>Problem - Testing <br> instead of  
> <br><br>Solution - Testing.
>
> and it is not in their queue and is assigned (Requestor) as their  
> system user.  We also tried a different way with the same results,  
> but with different HTML code showing when I view source. Instead of  
> <br> it has <br />
>
> Since it works perfectly when we just send it via any old mail  
> program, can anyone tell me what is going wrong here?
>
> Here is what is in my RT log relating to one of the created tickets  
> via email. I would love to provide more information if possible as  
> well:
>
> [Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
> transaction #15870 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
> [Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
> transaction #15871 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
> [Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
> transaction #15872 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
> [Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
> transaction #15873 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
> [Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
> transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
> [Wed Mar 19 02:40:17 2008] [debug]: About to prepare scrips for  
> transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171)
> [Wed Mar 19 02:40:17 2008] [debug]: Found 3 scrips (/opt/rt3/lib/RT/ 
> Scrips_Overlay.pm:365)
> [Wed Mar 19 02:40:17 2008] [debug]: Got To Stage 1 ((eval 3880):1)
> [Wed Mar 19 02:40:17 2008] [debug]: About to commit scrips for  
> transaction #15874 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180)
> [Wed Mar 19 02:40:17 2008] [info]: <rt-3.6.5-7247-1205894417-471.960-4-0 at rt.hctc.com 
> > #960/15874 - Scrip 4 Scrip #04 (/opt/rt3/lib/RT/Action/ 
> SendEmail.pm:252)
> [Wed Mar 19 02:40:17 2008] [info]: <rt-3.6.5-7247-1205894417-471.960-4-0 at rt.hctc.com 
> > sent  Bcc: support at hctc.com (/opt/rt3/lib/RT/Action/SendEmail.pm: 
> 283)
> [Wed Mar 19 02:40:17 2008] [debug]: We found a part. we want to  
> record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:443)
> [Wed Mar 19 02:40:17 2008] [debug]: We found an attachment. we want  
> to not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:440)
> [Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
> lib/RT/I18N.pm:397)
> [Wed Mar 19 02:40:17 2008] [debug]: Guessed encoding: utf8 (/opt/rt3/ 
> lib/RT/I18N.pm:397)
> [Wed Mar 19 02:40:17 2008] [debug]: About to think about scrips for  
> transaction #15875 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167)
> [Wed Mar 19 02:40:17 2008] [debug]: Got to Stage 2 ((eval 3910):2)
> [Wed Mar 19 02:40:17 2008] [debug]: Conditions NOT Met, condition  
> is:Create ((eval 3910):67)
> [Wed Mar 19 02:40:17 2008] [info]: Ticket 960 created in queue  
> 'Email Support' by gtctechsupport (/opt/rt3/lib/RT/Ticket_Overlay.pm: 
> 756)
>
> The "Got TO Stage 1, Got to Stage 2 and Conditions NOT Met lines are  
> from a scrip that I use, but that should not break anything in  
> creating the ticket since it works fine when they, or I send a  
> ticket with the exact same (or very similar) information from any  
> standard mail app.
>
> I am a bit perplexed and any help would be appreciated.
>
>
> Regards,
>
> Greg Evans
> Hood Canal Communications
> (360) 898-2481 ext.212
>

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From Richard.Ellis at Sun.COM  Wed Mar 19 04:49:57 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 19 Mar 2008 08:49:57 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DEA69D.50702@sun.com>
	<608CE62A-32C2-487B-937F-0B6F04AE6D9E@bestpractical.com>
	<47DEA8EC.2060207@sun.com> <20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
Message-ID: <47E0D3B5.8080707@sun.com>

Hi Ruslan,

Really appreciate the help on this. I'd love to find out why we are 
seeing such odd results:

298 ticket owners when their are only 88 active users
1.5 million rows of data when we only have 9983 ticks as of this morning.

Really odd

Thanks

Richard


Ruslan Zakirov wrote:
> Hello, Richard.
>
> Jesse asked me to look into this problem. Could you please run SQL
> commands from the attachment. It's a list of COUNT and EXPLAIN
> queries. I hope that will help us identify problems.
>
> On Tue, Mar 18, 2008 at 7:31 PM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>   
>>  Hi Jesse,
>>
>>  We are using 5.0.51a at the moment, because 5.0.34 was reported as having
>> issues in several posts on the forum and an upgrade recommended.
>>
>>  Richard
>>
>>
>>
>>
>>  Jesse Vincent wrote:
>>
>>
>>  What version of mysql is this again?
>>
>>  My explain output looks like this:
>>
>>
>> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+
>>  | table                | type   | possible_keys               | key     |
>> key_len | ref                           | rows | Extra
>> |
>>
>> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+
>>  | Groups_3             | ref    | PRIMARY,Groups1,Groups2     | Groups1 |
>> 65 | const                         |  108 | Using where; Using index; Using
>> temporary; Using filesort |
>>  | CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,MemberId | GrouMem |
>> 5 | Groups_3.id                   |    1 | Using where; Using index
>> |
>>  | Principals_1         | eq_ref | PRIMARY                     | PRIMARY |
>> 4 | CachedGroupMembers_2.MemberId |    1 | Using where
>> |
>>  | ACL_4                | range  | ACL1                        | ACL1    |
>> 50 | NULL                          |   36 | Using where; Using index
>> |
>>  | main                 | eq_ref | PRIMARY,Users3              | PRIMARY |
>> 4 | Principals_1.id               |    1 |
>> |
>>
>> +----------------------+--------+-----------------------------+---------+---------+-------------------------------+------+-----------------------------------------------------------+
>>
>>  You'll note that it's starting on the Groups table rather than the Users
>> table, which I suspect is a lot less expensive (and yes, we have a smaller
>> RT database than you)
>>
>>  I sort of wonder whether that "member1" key is causing your RT to make a
>> bad call about join ordering.
>>
>>
>>
>>
>>  On Mar 18, 2008, at 12:21 PM, Richard Ellis wrote:
>>
>> Database changed
>>  mysql> EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4
>> JOIN
>>    -> Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN
>>    -> CachedGroupMembers CachedGroupMembers_2  ON (
>>    -> CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3
>>    -> ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE
>>    -> (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>> Groups_3.Type)
>>    -> AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User')
>>    -> AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain =
>>    -> 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR
>>    -> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC;
>>
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>>  | id | select_type | table                | type   | possible_keys        |
>> key     | key_len | ref                              | rows | Extra
>> |
>>
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>>  |  1 | SIMPLE      | main                 | range  | PRIMARY,Users3
>> | PRIMARY | 4       | NULL                             | 1378 | Using where;
>> Using temporary; Using filesort |
>>  |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY        |
>> PRIMARY | 4       | rt3.main.id                      |    1 | Using where;
>> Distinct                        |
>>  |  1 | SIMPLE      | CachedGroupMembers_2 | ref    |
>> DisGrouMem,GrouMem,group1,member1 | member1 | 5       | rt3.Principals_1.id
>> |    1 | Using where; Distinct                        |
>>  |  1 | SIMPLE      | ACL_4                | range  | ACL1        | ACL1
>> | 54      | NULL                             |  296 | Using where; Using
>> index; Distinct           |
>>  |  1 | SIMPLE      | Groups_3             | eq_ref |
>> PRIMARY,Groups1,Groups2        | PRIMARY | 4       |
>> rt3.CachedGroupMembers_2.GroupId |    1 | Using where; Distinct
>> |
>>
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>>  5 rows in set (0.01 sec)
>>
>>  mysql>
>>
>>
>>  Is this giving you a clue where the problem is? Didn't think their were 15
>> million rows of data, their are only 10,000 tickets in total.
>>
>>  Jesse Vincent wrote:
>>
>> So, you have a query that ran for 400+ seconds an examined fifteen
>>  million rows. That seems..wrong. What does this say?
>>
>>  EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
>>  Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN
>> CachedGroupMembers CachedGroupMembers_2  ON (
>>  CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3  ON
>> ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE (Principals_1.Disabled
>> = '0') AND (ACL_4.PrincipalType = Groups_3.Type) AND (Principals_1.id !=
>> '1') AND (Principals_1.PrincipalType = 'User')  AND (ACL_4.RightName =
>> 'OwnTicket') AND (Groups_3.Domain =  'RT::Queue-Role') AND
>> ((ACL_4.ObjectType = 'RT::Queue') OR  (ACL_4.ObjectType = 'RT::System'))
>> ORDER BY main.Name ASC;
>>
>>
>>  On Tue, Mar 18, 2008 at 04:10:19PM +0000, Richard Ellis wrote:
>>
>>
>> Hi Jesse,
>>
>>  The output of the slow query log for the last 23 hours:
>>
>>  # User at Host: rt_user[rt_user] @ localhost []
>>  # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>  use rt3;
>>  SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
>>  # Time: 080317 12:17:03
>>  # User at Host: rt_user[rt_user] @ localhost []
>>  # Query_time: 6  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>  SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
>>  # Time: 080317 12:17:47
>>  # User at Host: rt_user[rt_user] @ localhost []
>>  # Query_time: 8  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>  SELECT GET_LOCK('Apache-Session-ce4e206474839cb7dd09a5216f86ce9e', 3600);
>>  # Time: 080317 13:07:11
>>  # User at Host: rt_user[rt_user] @ localhost []
>>  # Query_time: 411  Lock_time: 0  Rows_sent: 0  Rows_examined: 15418603
>>  SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id )
>> JOIN Groups Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
>> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>> Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType
>> = 'User') AND (ACL_4.RightName = 'OwnTicket') AND (Groups_3.Domain =
>> 'RT::Queue-Role') AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType
>> = 'RT::System'))  ORDER BY main.Name ASC;
>>  # Time: 080317 13:07:13
>>  # User at Host: rt_user[rt_user] @ localhost []
>>  # Query_time: 46  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>  SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 3600);
>>  # User at Host: rt_user[rt_user] @ localhost []
>>  # Query_time: 346  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
>>  SELECT GET_LOCK('Apache-Session-9f2f1478e69cd6a6381f8ef9b98f7551', 3600);
>>
>>  Thanks
>>
>>  Richard
>>
>>  Jesse Vincent wrote:
>>
>>
>> Sounds like someone previously changed the config file without
>>  restarting.
>>
>>
>>  On Mon, Mar 17, 2008 at 05:22:52PM +0000, Richard Ellis wrote:
>>
>>
>> Looks like theres a problem with the logfile
>>
>>  080317 10:04:58  mysqld started
>>  InnoDB: Error: log file /usr/local/mysql/data/ib_logfile0 is of different
>> size 0 5242880 bytes
>>  InnoDB: than specified in the .cnf file 0 16777216 bytes!
>>  080317 10:04:59 [Note] /usr/local/mysql/bin/mysqld: ready for connections.
>>  Version: '5.0.51a-log'  socket: '/tmp/mysql.sock'  port: 3306  MySQL
>> Community Server (GPL)
>>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:11 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:05:55 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:06:36 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:47 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:49 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:50 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:51 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:07:59 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ACL.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ACL.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Attachments.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Attachments.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Attributes.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Attributes.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/CustomFieldValues.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/CustomFieldValues.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/CustomFields.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/CustomFields.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Groups.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Groups.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Links.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Links.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ObjectCustomFieldValues.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ObjectCustomFieldValues.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Principals.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Principals.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Queues.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Queues.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ScripActions.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ScripActions.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ScripConditions.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/ScripConditions.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Scrips.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Scrips.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Templates.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Templates.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Tickets.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Tickets.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Transactions.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Transactions.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:09:06 [ERROR] /usr/local/mysql/bin/mysqld: Incorrect information
>> in file: './rt3/Users.frm'
>>  080317 10:16:25 [Note] /usr/local/mysql/bin/mysqld: Normal shutdown
>>
>>  080317 10:16:27 [Note] /usr/local/mysql/bin/mysqld: Shutdown complete
>>
>>  080317 10:16:27  mysqld ended
>>
>>
>>
>>  Jesse Vincent wrote:
>>
>>
>> Note that mysqlcheck WILL report corruption if the database is being
>> accessed.
>>
>>
>>
>>  On Mar 17, 2008, at 1:13 PM, Richard Ellis wrote:
>>
>>
>>
>> Restarted to apply that change and now it looks like the database has gone
>> bang.
>>
>>  gpsummit# /usr/local/mysql/bin/safe_mysqld &
>>  [2] 6970
>>  gpsummit# Starting mysqld daemon with databases from /usr/local/mysql/data
>>
>>  gpsummit# mysqlcheck rt3
>>  rt3.ACL
>>  Error    : Incorrect information in file: './rt3/ACL.frm'
>>  error    : Corrupt
>>  rt3.Attachments
>>  Error    : Incorrect information in file: './rt3/Attachments.frm'
>>  error    : Corrupt
>>  rt3.Attributes
>>  Error    : Incorrect information in file: './rt3/Attributes.frm'
>>  error    : Corrupt
>>  rt3.CachedGroupMembers
>>  Error    : Can't find file: 'CachedGroupMembers' (errno: 2)
>>  error    : Corrupt
>>  rt3.CustomFieldValues
>>  Error    : Incorrect information in file: './rt3/CustomFieldValues.frm'
>>  error    : Corrupt
>>  rt3.CustomFields
>>  Error    : Incorrect information in file: './rt3/CustomFields.frm'
>>  error    : Corrupt
>>  rt3.GroupMembers
>>  Error    : Can't find file: 'GroupMembers' (errno: 2)
>>  error    : Corrupt
>>  rt3.Groups
>>  Error    : Incorrect information in file: './rt3/Groups.frm'
>>  error    : Corrupt
>>  rt3.Links
>>  Error    : Incorrect information in file: './rt3/Links.frm'
>>  error    : Corrupt
>>  rt3.ObjectCustomFieldValues
>>  Error    : Incorrect information in file:
>> './rt3/ObjectCustomFieldValues.frm'
>>  error    : Corrupt
>>  rt3.ObjectCustomFields
>>  Error    : Can't find file: 'ObjectCustomFields' (errno: 2)
>>  error    : Corrupt
>>  rt3.Principals
>>  Error    : Incorrect information in file: './rt3/Principals.frm'
>>  error    : Corrupt
>>  rt3.Queues
>>  Error    : Incorrect information in file: './rt3/Queues.frm'
>>  error    : Corrupt
>>  rt3.ScripActions
>>  Error    : Incorrect information in file: './rt3/ScripActions.frm'
>>  error    : Corrupt
>>  rt3.ScripConditions
>>  Error    : Incorrect information in file: './rt3/ScripConditions.frm'
>>  error    : Corrupt
>>  rt3.Scrips
>>  Error    : Incorrect information in file: './rt3/Scrips.frm'
>>  error    : Corrupt
>>  rt3.Templates
>>  Error    : Incorrect information in file: './rt3/Templates.frm'
>>  error    : Corrupt
>>  rt3.Tickets
>>  Error    : Incorrect information in file: './rt3/Tickets.frm'
>>  error    : Corrupt
>>  rt3.Transactions
>>  Error    : Incorrect information in file: './rt3/Transactions.frm'
>>  error    : Corrupt
>>  rt3.Users
>>  Error    : Incorrect information in file: './rt3/Users.frm'
>>  error    : Corrupt
>>  rt3.sessions
>>
>>  I am so pooched now. No idea if this is recoverable or not.
>>
>>  Rik
>>
>>  Jesse Vincent wrote:
>>
>>
>> On Mar 17, 2008, at 12:26 PM, Richard Ellis wrote:
>>
>>
>>
>> mysql> SELECT * from ACL, CachedGroupMembers, Groups where ACL.RightName =
>> 'OwnTicket' and ACL.PrincipalId = Groups.id and Groups.id =
>> CachedGroupMembers.GroupId;
>>
>>  Ok. Those results tell me there should be 290 names in your "SelectOwner"
>> drop down. (That's a lot, but not enough that you should see 400s perf ;)
>>
>>  Do you have mysql logging slow queries? If not, can you?
>>
>>
>>
>>  --
>>
>>  Richard Ellis
>>  Technical Developer, .Sun eBusiness
>>
>>  Sun Microsystems, Inc.
>>  Phone x(70) 24727/+44-1252-424 727
>>  Fax +44 1252 420410
>>  Email richard.ellis at Sun.COM
>>
>>
>>  --
>>  Sun.com <http://www.sun.com>     * Richard Ellis *
>>  Technical Developer, .Sun eBusiness
>>
>>  *Sun Microsystems, Inc.*
>>  Phone x(70) 24727/+44-1252-424 727
>>  Fax +44 1252 420410
>>  Email richard.ellis at Sun.COM
>>      sun.com
>>
>>
>>
>>  --
>>  Sun.com <http://www.sun.com>     * Richard Ellis *
>>  Technical Developer, .Sun eBusiness
>>
>>  *Sun Microsystems, Inc.*
>>  Phone x(70) 24727/+44-1252-424 727
>>  Fax +44 1252 420410
>>  Email richard.ellis at Sun.COM
>>      sun.com
>>
>>
>>
>>
>>
>>  --
>>  Sun.com <http://www.sun.com>     * Richard Ellis *
>>  Technical Developer, .Sun eBusiness
>>
>>  *Sun Microsystems, Inc.*
>>  Phone x(70) 24727/+44-1252-424 727
>>  Fax +44 1252 420410
>>  Email richard.ellis at Sun.COM
>>      sun.com
>>
>>
>>
>> --
>>
>>  Richard Ellis
>>  Technical Developer, .Sun eBusiness
>>
>>  Sun Microsystems, Inc.
>>  Phone x(70) 24727/+44-1252-424 727
>>  Fax +44 1252 420410
>>  Email richard.ellis at Sun.COM
>>
>> _______________________________________________
>>  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
>>
>>     
>
>
>
>   
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From mathew.snyder at gmail.com  Wed Mar 19 07:39:33 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Wed, 19 Mar 2008 07:39:33 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47E0D3B5.8080707@sun.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>	<47DEA69D.50702@sun.com>	<608CE62A-32C2-487B-937F-0B6F04AE6D9E@bestpractical.com>	<47DEA8EC.2060207@sun.com>
	<20080317172627.GJ32058@bestpractical.com>	<47DFE96B.6010609@sun.com>
	<20080318161846.GN32058@bestpractical.com>	<47DFEC15.8030304@sun.com>	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>	<47DFEE6C.1000203@sun.com>	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
Message-ID: <47E0FB75.7050503@gmail.com>

The vast amount of data could be due to spam.  I set up a script which 
regularly (daily) searches for spam and the users automatically created 
by it.  It then runs Shredder on the list I built.  This is made easier 
by creating a spam only queue into which all incoming spam is placed.

Additionally, we've instituted a method of preventing non-authorized 
users from creating tickets.  We have a script which pulls the email 
addresses of our customers employees from our customer database.  It 
then builds a procmail script.

If the email address is listed in the procmail script the incoming email 
is passed to rtx-mailgate.  If the email address doesn't exist in the 
list they get a bounce back.  This eliminated about 75% of our spam problem.

The other 25% was from our other public facing queue to which security 
and abuse issues are reported.  These emails are placed in our _SPAM 
queue on which the above clean-up script runs.  It doesn't always get 
everything because it isn't configured to handle Bcc and Cc addresses 
but the requestor address is always groomed.  The emails in that queue 
are marked as deleted and Shredder then grooms out all deleted emails.

On another note, we just installed a Barracuda system which has been a 
blessing.  The clean-up script went from a daily scrubbing of between 
150-250 emails and users to between 0 and 20.

Mathew

Richard Ellis wrote:
> Hi Ruslan,
> 
> Really appreciate the help on this. I'd love to find out why we are 
> seeing such odd results:
> 
> 298 ticket owners when their are only 88 active users
> 1.5 million rows of data when we only have 9983 ticks as of this morning.
> 
> Really odd
> 
> Thanks
> 
> Richard
> 
> 

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From milan at toth-online.com  Wed Mar 19 07:49:58 2008
From: milan at toth-online.com (Toth Milan)
Date: Wed, 19 Mar 2008 12:49:58 +0100
Subject: [rt-users] zabbix & RT
Message-ID: <2CE50827-798C-4DD0-8124-013399390A0D@toth-online.com>

Hi to all,
	
	i'm using Zabbix for a while now and i'm looking for some perl  
script which will be called from zabbix when trigger come true or  
false and place a ticket directly to queue. I'm runnig RT3 and Zabbix  
on the same machine. Thanks in advance.

--
Toth Milan
milan at toth-online.com
http://toth-online.com
+421/905/144 269






From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 19 08:28:13 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 19 Mar 2008 08:28:13 -0400
Subject: [rt-users] New install, weird layount (CSS?)
In-Reply-To: <47E08F04.4040303@gmail.com>
References: <138619B7A48B8143B440C6EB766607FEA5B736@beersheba.Supercorp.Local>	<138619B7A48B8143B440C6EB766607FEA5B73A@beersheba.Supercorp.Local>	<47E08C52.2000608@gmail.com>	<138619B7A48B8143B440C6EB766607FEA5B73B@beersheba.Supercorp.Local>
	<47E08F04.4040303@gmail.com>
Message-ID: <47E106DD.4060202@ucrwcu.rwc.uc.edu>

In RT_SiteConfig.pm you can change it back by using

Set($WebDefaultStylesheet, '3.4-compat');


Chaim Rieger wrote:
> Grant Christensen wrote:
>   
>> I was comparing to:
>>
>> http://www.bestpractical.com/images/screenshots/rt/3.0/home.gif
>>   
>>     
> nope, thats the old one
>
> you is all good
> _______________________________________________
> 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
>   


From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 19 08:31:01 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 19 Mar 2008 08:31:01 -0400
Subject: [rt-users] zabbix & RT
In-Reply-To: <2CE50827-798C-4DD0-8124-013399390A0D@toth-online.com>
References: <2CE50827-798C-4DD0-8124-013399390A0D@toth-online.com>
Message-ID: <47E10785.4030505@ucrwcu.rwc.uc.edu>

There are some scrips and templates on the wiki that work with nagios 
messages.  You could probbaly adapt them for Zabbix.
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
http://wiki.bestpractical.com/view/SendNagiosAlert


Toth Milan wrote:
> Hi to all,
> 	
> 	i'm using Zabbix for a while now and i'm looking for some perl  
> script which will be called from zabbix when trigger come true or  
> false and place a ticket directly to queue. I'm runnig RT3 and Zabbix  
> on the same machine. Thanks in advance.
>
> --
> Toth Milan
> milan at toth-online.com
> http://toth-online.com
> +421/905/144 269
>
>
>
>
> _______________________________________________
> 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
>   


From ruz at bestpractical.com  Wed Mar 19 11:04:02 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Mar 2008 18:04:02 +0300
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47E0D3B5.8080707@sun.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DEA8EC.2060207@sun.com> <20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
Message-ID: <589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>

Ok, I have an idea how to fix that problem

Here is new file for testing that will give me more info to find the
best way to fixing this. We're really close.

You can run it using:
mysql -t -u root -ppassword rt3 <../search_possible_owners.mysql.sql >test.res

As a first step to fix it you can create the following index on Groups table:
CREATE INDEX RUZ_Groups1 ON Groups(Domain, Type, id);

Please, run commands from the attachment twice before indexing and after.

Thank you for the feedback.

On Wed, Mar 19, 2008 at 11:49 AM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>
>  Hi Ruslan,
>
>  Really appreciate the help on this. I'd love to find out why we are seeing
> such odd results:
>
>  298 ticket owners when their are only 88 active users
>  1.5 million rows of data when we only have 9983 ticks as of this morning.
>
>  Really odd
>
>  Thanks
>
>  Richard
>
>

[snip]


-- 
Best regards, Ruslan.
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From ct.lists at qgsltd.co.uk  Wed Mar 19 11:59:33 2008
From: ct.lists at qgsltd.co.uk (Charles Trevor)
Date: Wed, 19 Mar 2008 15:59:33 +0000
Subject: [rt-users] zabbix & RT
In-Reply-To: <2CE50827-798C-4DD0-8124-013399390A0D@toth-online.com>
References: <2CE50827-798C-4DD0-8124-013399390A0D@toth-online.com>
Message-ID: <47E13865.3070307@qgsltd.co.uk>

Toth Milan wrote:
> Hi to all,
> 	
> 	i'm using Zabbix for a while now and i'm looking for some perl  
> script which will be called from zabbix when trigger come true or  
> false and place a ticket directly to queue. I'm runnig RT3 and Zabbix  
> on the same machine. Thanks in advance.
> 

You could just have zabbix send an email to RT? Thats what I do at least.

Charlie


From Richard.Ellis at Sun.COM  Wed Mar 19 12:22:46 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 19 Mar 2008 16:22:46 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DEA8EC.2060207@sun.com> <20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
Message-ID: <47E13DD6.2020503@sun.com>

Hi Ruslan,

here's the two sets of results.

Thanks

Richard


Ruslan Zakirov wrote:
> Ok, I have an idea how to fix that problem
>
> Here is new file for testing that will give me more info to find the
> best way to fixing this. We're really close.
>
> You can run it using:
> mysql -t -u root -ppassword rt3 <../search_possible_owners.mysql.sql >test.res
>
> As a first step to fix it you can create the following index on Groups table:
> CREATE INDEX RUZ_Groups1 ON Groups(Domain, Type, id);
>
> Please, run commands from the attachment twice before indexing and after.
>
> Thank you for the feedback.
>
> On Wed, Mar 19, 2008 at 11:49 AM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>   
>>  Hi Ruslan,
>>
>>  Really appreciate the help on this. I'd love to find out why we are seeing
>> such odd results:
>>
>>  298 ticket owners when their are only 88 active users
>>  1.5 million rows of data when we only have 9983 ticks as of this morning.
>>
>>  Really odd
>>
>>  Thanks
>>
>>  Richard
>>
>>
>>     
>
> [snip]
>
>
>   
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From jesse at bestpractical.com  Wed Mar 19 12:28:10 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 Mar 2008 12:28:10 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47E13DD6.2020503@sun.com>
References: <20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com>
	<20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com>
Message-ID: <20080319162810.GY32058@bestpractical.com>




On Wed, Mar 19, 2008 at 04:22:46PM +0000, Richard Ellis wrote:
> Hi Ruslan,
> 
> here's the two sets of results.

FWIW, from your response to ruslan, it _does_ look like your hand-added
"group1" index was messing up the query planner. It's on GroupId, while
we already had an index on GroupId, MemberId.





> 
> Thanks
> 
> Richard
> 
> 
> Ruslan Zakirov wrote:
> >Ok, I have an idea how to fix that problem
> >
> >Here is new file for testing that will give me more info to find the
> >best way to fixing this. We're really close.
> >
> >You can run it using:
> >mysql -t -u root -ppassword rt3 <../search_possible_owners.mysql.sql 
> >>test.res
> >
> >As a first step to fix it you can create the following index on Groups 
> >table:
> >CREATE INDEX RUZ_Groups1 ON Groups(Domain, Type, id);
> >
> >Please, run commands from the attachment twice before indexing and after.
> >
> >Thank you for the feedback.
> >
> >On Wed, Mar 19, 2008 at 11:49 AM, Richard Ellis <Richard.Ellis at sun.com> 
> >wrote:
> >  
> >> Hi Ruslan,
> >>
> >> Really appreciate the help on this. I'd love to find out why we are 
> >> seeing
> >>such odd results:
> >>
> >> 298 ticket owners when their are only 88 active users
> >> 1.5 million rows of data when we only have 9983 ticks as of this morning.
> >>
> >> Really odd
> >>
> >> Thanks
> >>
> >> Richard
> >>
> >>
> >>    
> >
> >[snip]
> >
> >
> >  

> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
> | id | select_type | table                | type   | possible_keys                     | key     | key_len | ref                              | rows | Extra                                        |
> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
> |  1 | SIMPLE      | main                 | range  | PRIMARY,Users3                    | PRIMARY | 4       | NULL                             | 1317 | Using where; Using temporary; Using filesort | 
> |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                           | PRIMARY | 4       | rt3.main.id                      |    1 | Using where; Distinct                        | 
> |  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,group1,member1 | member1 | 5       | rt3.Principals_1.id              |    1 | Using where; Distinct                        | 
> |  1 | SIMPLE      | ACL_4                | range  | ACL1                              | ACL1    | 54      | NULL                             |  296 | Using where; Using index; Distinct           | 
> |  1 | SIMPLE      | Groups_3             | eq_ref | PRIMARY,Groups1,Groups2           | PRIMARY | 4       | rt3.CachedGroupMembers_2.GroupId |    1 | Using where; Distinct                        | 
> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
> +---------------+-----------+
> | PrincipalType | COUNT(id) |
> +---------------+-----------+
> | Group         |       298 | 
> +---------------+-----------+
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> +--------------------+
> | COUNT(Groups_3.id) |
> +--------------------+
> |                  0 | 
> +--------------------+
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> | id | select_type | table    | type  | possible_keys   | key     | key_len | ref                     | rows | Extra                    |
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54      | NULL                    |  296 | Using where; Using index | 
> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> | id | select_type | table    | type  | possible_keys   | key     | key_len | ref                     | rows | Extra                    |
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54      | NULL                    |  296 | Using where; Using index | 
> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> | id | select_type | table    | type  | possible_keys   | key     | key_len | ref                     | rows | Extra                    |
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54      | NULL                    |  296 | Using where; Using index | 
> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> | Table              | Non_unique | Key_name   | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> | CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A         |       99912 |     NULL | NULL   |      | BTREE      |         | 
> | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A         |       99912 |     NULL | NULL   |      | BTREE      |         | 
> | CachedGroupMembers |          1 | GrouMem    |            1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | GrouMem    |            2 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | group1     |            1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | member1    |            1 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+

> +----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
> | id | select_type | table                | type   | possible_keys                       | key         | key_len | ref                               | rows | Extra                                                     |
> +----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
> |  1 | SIMPLE      | ACL_4                | range  | ACL1                                | ACL1        | 54      | NULL                              |  296 | Using where; Using index; Using temporary; Using filesort | 
> |  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType     |  365 | Using where; Using index                                  | 
> |  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,group1,member1   | DisGrouMem  | 5       | rt3.Groups_3.id                   |    1 | Using where; Using index                                  | 
> |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                             | PRIMARY     | 4       | rt3.CachedGroupMembers_2.MemberId |    1 | Using where                                               | 
> |  1 | SIMPLE      | main                 | eq_ref | PRIMARY,Users3                      | PRIMARY     | 4       | rt3.Principals_1.id               |    1 | Using where                                               | 
> +----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
> +---------------+-----------+
> | PrincipalType | COUNT(id) |
> +---------------+-----------+
> | Group         |       298 | 
> +---------------+-----------+
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> +--------------------+
> | COUNT(Groups_3.id) |
> +--------------------+
> |                  0 | 
> +--------------------+
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> | id | select_type | table    | type  | possible_keys               | key         | key_len | ref                           | rows | Extra                    |
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4    | range | ACL1                        | ACL1        | 54      | NULL                          |  296 | Using where; Using index | 
> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> | id | select_type | table    | type  | possible_keys               | key         | key_len | ref                           | rows | Extra                    |
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4    | range | ACL1                        | ACL1        | 54      | NULL                          |  296 | Using where; Using index | 
> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> | id | select_type | table    | type  | possible_keys               | key         | key_len | ref                           | rows | Extra                    |
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> |  1 | SIMPLE      | ACL_4    | range | ACL1                        | ACL1        | 54      | NULL                          |  296 | Using where; Using index | 
> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> | Table              | Non_unique | Key_name   | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> | CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A         |       97966 |     NULL | NULL   |      | BTREE      |         | 
> | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A         |       97966 |     NULL | NULL   |      | BTREE      |         | 
> | CachedGroupMembers |          1 | GrouMem    |            1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | GrouMem    |            2 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | group1     |            1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
> | CachedGroupMembers |          1 | member1    |            1 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+

> _______________________________________________
> 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

-- 


From joe.casadonte at oracle.com  Wed Mar 19 12:30:55 2008
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 19 Mar 2008 12:30:55 -0400
Subject: [rt-users] SOT: high performance web cache for RT
In-Reply-To: <47CFE5A2.5000303@thebunker.net>
References: <1204806395.5584.18.camel@pcx4546.desy.de>
	<47CFE5A2.5000303@thebunker.net>
Message-ID: <47E13FBF.8070804@oracle.com>

On 3/6/2008 7:37 AM, Matthew Seaman wrote:
 > Sven Sternberger wrote:
 >> I found a very interesting software project, which
 >> boost my RT test instance.
 >>
 >> http://varnish.projects.linpro.no/
 >>
 >> due to the nature of cache systems it is not working with https
 >> traffic, but nevertheless It could be helpful for a lot
 >> of environments. And I will try a combined solution
 >> with pound and varnish, may this will work.
 >
 > We use exactly this with RT.

Following up on a thread from a couple of weeks ago.  I'm curious as to 
how something like Varnish can help with what is, essentially, 
dynamically-generated content?

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From Richard.Ellis at Sun.COM  Wed Mar 19 12:38:12 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 19 Mar 2008 16:38:12 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <20080319162810.GY32058@bestpractical.com>
References: <20080317172627.GJ32058@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com> <20080319162810.GY32058@bestpractical.com>
Message-ID: <47E14174.7000703@sun.com>

Hi Jesse,

Thanks. To the best of my knowledge nobody has added any indexes to the 
database on anything except what RT patches apply on each upgrade. This 
DB was originally 3.0 and has been upgraded more times than I want to 
think about over the years to 3.6.6 now :)

Richard


Jesse Vincent wrote:
>
> On Wed, Mar 19, 2008 at 04:22:46PM +0000, Richard Ellis wrote:
>   
>> Hi Ruslan,
>>
>> here's the two sets of results.
>>     
>
> FWIW, from your response to ruslan, it _does_ look like your hand-added
> "group1" index was messing up the query planner. It's on GroupId, while
> we already had an index on GroupId, MemberId.
>
>
>
>
>
>   
>> Thanks
>>
>> Richard
>>
>>
>> Ruslan Zakirov wrote:
>>     
>>> Ok, I have an idea how to fix that problem
>>>
>>> Here is new file for testing that will give me more info to find the
>>> best way to fixing this. We're really close.
>>>
>>> You can run it using:
>>> mysql -t -u root -ppassword rt3 <../search_possible_owners.mysql.sql 
>>>       
>>>> test.res
>>>>         
>>> As a first step to fix it you can create the following index on Groups 
>>> table:
>>> CREATE INDEX RUZ_Groups1 ON Groups(Domain, Type, id);
>>>
>>> Please, run commands from the attachment twice before indexing and after.
>>>
>>> Thank you for the feedback.
>>>
>>> On Wed, Mar 19, 2008 at 11:49 AM, Richard Ellis <Richard.Ellis at sun.com> 
>>> wrote:
>>>  
>>>       
>>>> Hi Ruslan,
>>>>
>>>> Really appreciate the help on this. I'd love to find out why we are 
>>>> seeing
>>>> such odd results:
>>>>
>>>> 298 ticket owners when their are only 88 active users
>>>> 1.5 million rows of data when we only have 9983 ticks as of this morning.
>>>>
>>>> Really odd
>>>>
>>>> Thanks
>>>>
>>>> Richard
>>>>
>>>>
>>>>    
>>>>         
>>> [snip]
>>>
>>>
>>>  
>>>       
>
>   
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>> | id | select_type | table                | type   | possible_keys                     | key     | key_len | ref                              | rows | Extra                                        |
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>> |  1 | SIMPLE      | main                 | range  | PRIMARY,Users3                    | PRIMARY | 4       | NULL                             | 1317 | Using where; Using temporary; Using filesort | 
>> |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                           | PRIMARY | 4       | rt3.main.id                      |    1 | Using where; Distinct                        | 
>> |  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,group1,member1 | member1 | 5       | rt3.Principals_1.id              |    1 | Using where; Distinct                        | 
>> |  1 | SIMPLE      | ACL_4                | range  | ACL1                              | ACL1    | 54      | NULL                             |  296 | Using where; Using index; Distinct           | 
>> |  1 | SIMPLE      | Groups_3             | eq_ref | PRIMARY,Groups1,Groups2           | PRIMARY | 4       | rt3.CachedGroupMembers_2.GroupId |    1 | Using where; Distinct                        | 
>> +----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
>> +---------------+-----------+
>> | PrincipalType | COUNT(id) |
>> +---------------+-----------+
>> | Group         |       298 | 
>> +---------------+-----------+
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> +--------------------+
>> | COUNT(Groups_3.id) |
>> +--------------------+
>> |                  0 | 
>> +--------------------+
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> | id | select_type | table    | type  | possible_keys   | key     | key_len | ref                     | rows | Extra                    |
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54      | NULL                    |  296 | Using where; Using index | 
>> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> | id | select_type | table    | type  | possible_keys   | key     | key_len | ref                     | rows | Extra                    |
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54      | NULL                    |  296 | Using where; Using index | 
>> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> | id | select_type | table    | type  | possible_keys   | key     | key_len | ref                     | rows | Extra                    |
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54      | NULL                    |  296 | Using where; Using index | 
>> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
>> +----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
>> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | Table              | Non_unique | Key_name   | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
>> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A         |       99912 |     NULL | NULL   |      | BTREE      |         | 
>> | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A         |       99912 |     NULL | NULL   |      | BTREE      |         | 
>> | CachedGroupMembers |          1 | GrouMem    |            1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | GrouMem    |            2 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | group1     |            1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | member1    |            1 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | BTREE      |         | 
>> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>>     
>
>   
>> +----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
>> | id | select_type | table                | type   | possible_keys                       | key         | key_len | ref                               | rows | Extra                                                     |
>> +----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
>> |  1 | SIMPLE      | ACL_4                | range  | ACL1                                | ACL1        | 54      | NULL                              |  296 | Using where; Using index; Using temporary; Using filesort | 
>> |  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType     |  365 | Using where; Using index                                  | 
>> |  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,group1,member1   | DisGrouMem  | 5       | rt3.Groups_3.id                   |    1 | Using where; Using index                                  | 
>> |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                             | PRIMARY     | 4       | rt3.CachedGroupMembers_2.MemberId |    1 | Using where                                               | 
>> |  1 | SIMPLE      | main                 | eq_ref | PRIMARY,Users3                      | PRIMARY     | 4       | rt3.Principals_1.id               |    1 | Using where                                               | 
>> +----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
>> +---------------+-----------+
>> | PrincipalType | COUNT(id) |
>> +---------------+-----------+
>> | Group         |       298 | 
>> +---------------+-----------+
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> +--------------------+
>> | COUNT(Groups_3.id) |
>> +--------------------+
>> |                  0 | 
>> +--------------------+
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> | id | select_type | table    | type  | possible_keys               | key         | key_len | ref                           | rows | Extra                    |
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4    | range | ACL1                        | ACL1        | 54      | NULL                          |  296 | Using where; Using index | 
>> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> | id | select_type | table    | type  | possible_keys               | key         | key_len | ref                           | rows | Extra                    |
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4    | range | ACL1                        | ACL1        | 54      | NULL                          |  296 | Using where; Using index | 
>> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  296 | Using where; Using index | 
>> +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> | id | select_type | table    | type  | possible_keys               | key         | key_len | ref                           | rows | Extra                    |
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> |  1 | SIMPLE      | ACL_4    | range | ACL1                        | ACL1        | 54      | NULL                          |  296 | Using where; Using index | 
>> |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
>> +----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
>> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | Table              | Non_unique | Key_name   | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
>> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>> | CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A         |       97966 |     NULL | NULL   |      | BTREE      |         | 
>> | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A         |       97966 |     NULL | NULL   |      | BTREE      |         | 
>> | CachedGroupMembers |          1 | GrouMem    |            1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | GrouMem    |            2 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | group1     |            1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
>> | CachedGroupMembers |          1 | member1    |            1 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | BTREE      |         | 
>> +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>>     
>
>   
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
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>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
>   


From jesse at bestpractical.com  Wed Mar 19 12:39:50 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 Mar 2008 12:39:50 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47E14174.7000703@sun.com>
References: <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com>
	<20080319162810.GY32058@bestpractical.com>
	<47E14174.7000703@sun.com>
Message-ID: <20080319163950.GZ32058@bestpractical.com>




On Wed, Mar 19, 2008 at 04:38:12PM +0000, Richard Ellis wrote:
> Hi Jesse,
> 
> Thanks. To the best of my knowledge nobody has added any indexes to the 
> database on anything except what RT patches apply on each upgrade. This 
> DB was originally 3.0 and has been upgraded more times than I want to 
> think about over the years to 3.6.6 now :)

That index doesn't follow RT's standard index naming/capitalization scheme. Someone may have gone behind your back ;)

> 
> Richard
> 
> 
> Jesse Vincent wrote:
> >
> >On Wed, Mar 19, 2008 at 04:22:46PM +0000, Richard Ellis wrote:
> >  
> >>Hi Ruslan,
> >>
> >>here's the two sets of results.
> >>    
> >
> >FWIW, from your response to ruslan, it _does_ look like your hand-added
> >"group1" index was messing up the query planner. It's on GroupId, while
> >we already had an index on GroupId, MemberId.
> >
> >
> >
> >
> >
> >  
> >>Thanks
> >>
> >>Richard
> >>
> >>
> >>Ruslan Zakirov wrote:
> >>    
> >>>Ok, I have an idea how to fix that problem
> >>>
> >>>Here is new file for testing that will give me more info to find the
> >>>best way to fixing this. We're really close.
> >>>
> >>>You can run it using:
> >>>mysql -t -u root -ppassword rt3 <../search_possible_owners.mysql.sql 
> >>>      
> >>>>test.res
> >>>>        
> >>>As a first step to fix it you can create the following index on Groups 
> >>>table:
> >>>CREATE INDEX RUZ_Groups1 ON Groups(Domain, Type, id);
> >>>
> >>>Please, run commands from the attachment twice before indexing and after.
> >>>
> >>>Thank you for the feedback.
> >>>
> >>>On Wed, Mar 19, 2008 at 11:49 AM, Richard Ellis <Richard.Ellis at sun.com> 
> >>>wrote:
> >>> 
> >>>      
> >>>>Hi Ruslan,
> >>>>
> >>>>Really appreciate the help on this. I'd love to find out why we are 
> >>>>seeing
> >>>>such odd results:
> >>>>
> >>>>298 ticket owners when their are only 88 active users
> >>>>1.5 million rows of data when we only have 9983 ticks as of this 
> >>>>morning.
> >>>>
> >>>>Really odd
> >>>>
> >>>>Thanks
> >>>>
> >>>>Richard
> >>>>
> >>>>
> >>>>   
> >>>>        
> >>>[snip]
> >>>
> >>>
> >>> 
> >>>      
> >
> >  
> >>+----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
> >>| id | select_type | table                | type   | possible_keys        
> >>| key     | key_len | ref                              | rows | Extra     
> >>|
> >>+----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
> >>|  1 | SIMPLE      | main                 | range  | PRIMARY,Users3       
> >>| PRIMARY | 4       | NULL                             | 1317 | Using 
> >>where; Using temporary; Using filesort | |  1 | SIMPLE      | 
> >>Principals_1         | eq_ref | PRIMARY                           | 
> >>PRIMARY | 4       | rt3.main.id                      |    1 | Using 
> >>where; Distinct                        | |  1 | SIMPLE      | 
> >>CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,group1,member1 | 
> >>member1 | 5       | rt3.Principals_1.id              |    1 | Using 
> >>where; Distinct                        | |  1 | SIMPLE      | ACL_4       
> >>| range  | ACL1                              | ACL1    | 54      | NULL   
> >>|  296 | Using where; Using index; Distinct           | |  1 | SIMPLE     
> >>| Groups_3             | eq_ref | PRIMARY,Groups1,Groups2           | 
> >>PRIMARY | 4       | rt3.CachedGroupMembers_2.GroupId |    1 | Using 
> >>where; Distinct                        | 
> >>+----+-------------+----------------------+--------+-----------------------------------+---------+---------+----------------------------------+------+----------------------------------------------+
> >>+---------------+-----------+
> >>| PrincipalType | COUNT(id) |
> >>+---------------+-----------+
> >>| Group         |       298 | 
> >>+---------------+-----------+
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>| id | select_type | table | type  | possible_keys | key  | key_len | ref 
> >>| rows | Extra                    |
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | 
> >>NULL |  296 | Using where; Using index | 
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>+--------------------+
> >>| COUNT(Groups_3.id) |
> >>+--------------------+
> >>|                  0 | 
> >>+--------------------+
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>| id | select_type | table    | type  | possible_keys   | key     | 
> >>key_len | ref                     | rows | Extra                    |
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54    
> >>| NULL                    |  296 | Using where; Using index | |  1 | 
> >>SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | 
> >>rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>| id | select_type | table | type  | possible_keys | key  | key_len | ref 
> >>| rows | Extra                    |
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | 
> >>NULL |  296 | Using where; Using index | 
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>| id | select_type | table    | type  | possible_keys   | key     | 
> >>key_len | ref                     | rows | Extra                    |
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54    
> >>| NULL                    |  296 | Using where; Using index | |  1 | 
> >>SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | 
> >>rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>| id | select_type | table | type  | possible_keys | key  | key_len | ref 
> >>| rows | Extra                    |
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | 
> >>NULL |  296 | Using where; Using index | 
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>| id | select_type | table    | type  | possible_keys   | key     | 
> >>key_len | ref                     | rows | Extra                    |
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4    | range | ACL1            | ACL1    | 54    
> >>| NULL                    |  296 | Using where; Using index | |  1 | 
> >>SIMPLE      | Groups_3 | ref   | Groups1,Groups2 | Groups2 | 67      | 
> >>rt3.ACL_4.PrincipalType | 1345 | Using where; Using index | 
> >>+----+-------------+----------+-------+-----------------+---------+---------+-------------------------+------+--------------------------+
> >>+--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> >>| Table              | Non_unique | Key_name   | Seq_in_index | 
> >>Column_name | Collation | Cardinality | Sub_part | Packed | Null | 
> >>Index_type | Comment |
> >>+--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> >>| CachedGroupMembers |          0 | PRIMARY    |            1 | id        
> >>| A         |       99912 |     NULL | NULL   |      | BTREE      |       
> >>| | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId 
> >>| A         |       99912 |     NULL | NULL   | YES  | BTREE      |       
> >>| | CachedGroupMembers |          1 | DisGrouMem |            2 | 
> >>MemberId    | A         |       99912 |     NULL | NULL   | YES  | BTREE  
> >>|         | | CachedGroupMembers |          1 | DisGrouMem |            3 
> >>| Disabled    | A         |       99912 |     NULL | NULL   |      | 
> >>BTREE      |         | | CachedGroupMembers |          1 | GrouMem    |   
> >>1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | 
> >>BTREE      |         | | CachedGroupMembers |          1 | GrouMem    |   
> >>2 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | 
> >>BTREE      |         | | CachedGroupMembers |          1 | group1     |   
> >>1 | GroupId     | A         |       99912 |     NULL | NULL   | YES  | 
> >>BTREE      |         | | CachedGroupMembers |          1 | member1    |   
> >>1 | MemberId    | A         |       99912 |     NULL | NULL   | YES  | 
> >>BTREE      |         | 
> >>+--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> >>    
> >
> >  
> >>+----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
> >>| id | select_type | table                | type   | possible_keys        
> >>| key         | key_len | ref                               | rows | 
> >>Extra                                                     |
> >>+----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
> >>|  1 | SIMPLE      | ACL_4                | range  | ACL1                 
> >>| ACL1        | 54      | NULL                              |  296 | 
> >>Using where; Using index; Using temporary; Using filesort | |  1 | SIMPLE 
> >>| Groups_3             | ref    | PRIMARY,Groups1,Groups2,RUZ_Groups1 | 
> >>RUZ_Groups1 | 134     | const,rt3.ACL_4.PrincipalType     |  365 | Using 
> >>where; Using index                                  | |  1 | SIMPLE      
> >>| CachedGroupMembers_2 | ref    | DisGrouMem,GrouMem,group1,member1   | 
> >>DisGrouMem  | 5       | rt3.Groups_3.id                   |    1 | Using 
> >>where; Using index                                  | |  1 | SIMPLE      
> >>| Principals_1         | eq_ref | PRIMARY                             | 
> >>PRIMARY     | 4       | rt3.CachedGroupMembers_2.MemberId |    1 | Using 
> >>where                                               | |  1 | SIMPLE      
> >>| main                 | eq_ref | PRIMARY,Users3                      | 
> >>PRIMARY     | 4       | rt3.Principals_1.id               |    1 | Using 
> >>where                                               | 
> >>+----+-------------+----------------------+--------+-------------------------------------+-------------+---------+-----------------------------------+------+-----------------------------------------------------------+
> >>+---------------+-----------+
> >>| PrincipalType | COUNT(id) |
> >>+---------------+-----------+
> >>| Group         |       298 | 
> >>+---------------+-----------+
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>| id | select_type | table | type  | possible_keys | key  | key_len | ref 
> >>| rows | Extra                    |
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | 
> >>NULL |  296 | Using where; Using index | 
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>+--------------------+
> >>| COUNT(Groups_3.id) |
> >>+--------------------+
> >>|                  0 | 
> >>+--------------------+
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>| id | select_type | table    | type  | possible_keys               | key 
> >>| key_len | ref                           | rows | Extra                  
> >>|
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4    | range | ACL1                        | 
> >>ACL1        | 54      | NULL                          |  296 | Using 
> >>where; Using index | |  1 | SIMPLE      | Groups_3 | ref   | 
> >>Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | 
> >>const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>| id | select_type | table | type  | possible_keys | key  | key_len | ref 
> >>| rows | Extra                    |
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | 
> >>NULL |  296 | Using where; Using index | 
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>| id | select_type | table    | type  | possible_keys               | key 
> >>| key_len | ref                           | rows | Extra                  
> >>|
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4    | range | ACL1                        | 
> >>ACL1        | 54      | NULL                          |  296 | Using 
> >>where; Using index | |  1 | SIMPLE      | Groups_3 | ref   | 
> >>Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | 
> >>const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>| id | select_type | table | type  | possible_keys | key  | key_len | ref 
> >>| rows | Extra                    |
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | 
> >>NULL |  296 | Using where; Using index | 
> >>+----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>| id | select_type | table    | type  | possible_keys               | key 
> >>| key_len | ref                           | rows | Extra                  
> >>|
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>|  1 | SIMPLE      | ACL_4    | range | ACL1                        | 
> >>ACL1        | 54      | NULL                          |  296 | Using 
> >>where; Using index | |  1 | SIMPLE      | Groups_3 | ref   | 
> >>Groups1,Groups2,RUZ_Groups1 | RUZ_Groups1 | 134     | 
> >>const,rt3.ACL_4.PrincipalType |  365 | Using where; Using index | 
> >>+----+-------------+----------+-------+-----------------------------+-------------+---------+-------------------------------+------+--------------------------+
> >>+--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> >>| Table              | Non_unique | Key_name   | Seq_in_index | 
> >>Column_name | Collation | Cardinality | Sub_part | Packed | Null | 
> >>Index_type | Comment |
> >>+--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> >>| CachedGroupMembers |          0 | PRIMARY    |            1 | id        
> >>| A         |       97966 |     NULL | NULL   |      | BTREE      |       
> >>| | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId 
> >>| A         |       97966 |     NULL | NULL   | YES  | BTREE      |       
> >>| | CachedGroupMembers |          1 | DisGrouMem |            2 | 
> >>MemberId    | A         |       97966 |     NULL | NULL   | YES  | BTREE  
> >>|         | | CachedGroupMembers |          1 | DisGrouMem |            3 
> >>| Disabled    | A         |       97966 |     NULL | NULL   |      | 
> >>BTREE      |         | | CachedGroupMembers |          1 | GrouMem    |   
> >>1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | 
> >>BTREE      |         | | CachedGroupMembers |          1 | GrouMem    |   
> >>2 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | 
> >>BTREE      |         | | CachedGroupMembers |          1 | group1     |   
> >>1 | GroupId     | A         |       97966 |     NULL | NULL   | YES  | 
> >>BTREE      |         | | CachedGroupMembers |          1 | member1    |   
> >>1 | MemberId    | A         |       97966 |     NULL | NULL   | YES  | 
> >>BTREE      |         | 
> >>+--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
> >>    
> >
> >  
> >>_______________________________________________
> >>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
> >>    
> >
> >  
> 

-- 


From ruz at bestpractical.com  Wed Mar 19 12:42:30 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Mar 2008 19:42:30 +0300
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <20080319162810.GY32058@bestpractical.com>
References: <20080317172627.GJ32058@bestpractical.com>
	<20080318161846.GN32058@bestpractical.com> <47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com> <20080319162810.GY32058@bestpractical.com>
Message-ID: <589c94400803190942yebcf8bai53f3d9f6577e1538@mail.gmail.com>

Jesse, I know that they both have index on CachedGroupMembers table
that starts from 'MemberId' column. And it does mess up optimizer and
doesn't matter if it's one column or multiple like in (MemberId,
GroupId, Disabled) index (Jeff created such thing). We really need
such index in the core on CGM table, otherwise people have problems
with searches by watchers (like in "Requestor is XXX" search or "More
about XXX" box). It's very sad that mysql can not deal with that. Fix
I've implemented in 3.6.6 helps people on setups with few ACL records
and few queues, but not in these two cases.

On Wed, Mar 19, 2008 at 7:28 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
>  On Wed, Mar 19, 2008 at 04:22:46PM +0000, Richard Ellis wrote:
>  > Hi Ruslan,
>  >
>  > here's the two sets of results.
>
>  FWIW, from your response to ruslan, it _does_ look like your hand-added
>  "group1" index was messing up the query planner. It's on GroupId, while
>  we already had an index on GroupId, MemberId.
>


-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Wed Mar 19 12:54:28 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 Mar 2008 12:54:28 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <589c94400803190942yebcf8bai53f3d9f6577e1538@mail.gmail.com>
References: <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com>
	<20080319162810.GY32058@bestpractical.com>
	<589c94400803190942yebcf8bai53f3d9f6577e1538@mail.gmail.com>
Message-ID: <20080319165428.GD32058@bestpractical.com>




On Wed, Mar 19, 2008 at 07:42:30PM +0300, Ruslan Zakirov wrote:
> Jesse, I know that they both have index on CachedGroupMembers table
> that starts from 'MemberId' column. And it does mess up optimizer and
> doesn't matter if it's one column or multiple like in (MemberId,
> GroupId, Disabled) index (Jeff created such thing). We really need
> such index in the core on CGM table, otherwise people have problems
> with searches by watchers (like in "Requestor is XXX" search or "More
> about XXX" box). It's very sad that mysql can not deal with that. Fix
> I've implemented in 3.6.6 helps people on setups with few ACL records
> and few queues, but not in these two cases.

Got it.


From ruz at bestpractical.com  Wed Mar 19 13:02:04 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Mar 2008 20:02:04 +0300
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47E13DD6.2020503@sun.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com>
Message-ID: <589c94400803191002g57401916u775f7c62d68dbbc6@mail.gmail.com>

Hey, Rechard, the latest results suggest me that we've saddled this
beast :) at least that what explain says and I hope it's correct.

You can check that query again and it should be fast. Wanna try?

You can use SELECT SQL_NO_CACHE ... to make sure it's reproducible and
is not cache hit.



On Wed, Mar 19, 2008 at 7:22 PM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>
>  Hi Ruslan,
>
>  here's the two sets of results.
>
>
>  Thanks
>
>  Richard
>

-- 
Best regards, Ruslan.


From vivek at khera.org  Wed Mar 19 13:24:13 2008
From: vivek at khera.org (Vivek Khera)
Date: Wed, 19 Mar 2008 13:24:13 -0400
Subject: [rt-users] SOT: high performance web cache for RT
In-Reply-To: <47E13FBF.8070804@oracle.com>
References: <1204806395.5584.18.camel@pcx4546.desy.de>
	<47CFE5A2.5000303@thebunker.net> <47E13FBF.8070804@oracle.com>
Message-ID: <2D8BE761-A9B2-4D2B-B12A-4FE8942E4F2E@khera.org>


On Mar 19, 2008, at 12:30 PM, Joe Casadonte wrote:
> Following up on a thread from a couple of weeks ago.  I'm curious as  
> to
> how something like Varnish can help with what is, essentially,
> dynamically-generated content?

It won't, unless you have a public view that gives the same view to  
every "anonymous" user.  And then it will only reduce load for those  
people.

It will also help for serving up the static content (image, style  
sheets), provided you've configured apache to serve those up outside  
of the mason code.  However there is so little of this it hardly seems  
worth it, possibly unless you're serving up the static content using  
the same mod_perl processes as the main app uses.



From ruz at bestpractical.com  Wed Mar 19 13:25:13 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 19 Mar 2008 20:25:13 +0300
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47E12FBC.3080503@uwaterloo.ca>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E12FBC.3080503@uwaterloo.ca>
Message-ID: <589c94400803191025l6e7ebc5aw450c4c2ee8c7e2a8@mail.gmail.com>

Jeff, always Cc the list.

Version of your mysql server?

As far as I can see you suffer from mysql bug, output from your server
is equal in both cases what is really wrong and mysql must use new
index in those test queries I sent to the list.

There are several options:
1) Delete any indexes on CachedGroupMembers table which starts from
MemberId column, but that will slowdown other queries and may be
terribly, depends on proprotions of your DB.
2) Upgrade to mysql 5.0.45 or greater and create index I suggested in
this thread earlier.
3) I have another idea how we can improve that in the code, but that
needs more investigation with a lot of users' feedback and a lot of
mine and users' time.

As long as MySQL 4.x has ended its life time and 5.0.x is stable
version then I think it's fair enough to recommend recent versions
instead of continuose refactoring of the code to make all those broken
mysqls happy.

On Wed, Mar 19, 2008 at 6:22 PM, Jeff Voskamp <javoskam at uwaterloo.ca> wrote:
>
> Ruslan Zakirov wrote:
>  > Ok, I have an idea how to fix that problem
>  >
>  > Here is new file for testing that will give me more info to find the
>  > best way to fixing this. We're really close.
>  >
>  > You can run it using:
>  > mysql -t -u root -ppassword rt3 <../search_possible_owners.mysql.sql >test.res
>  >
>  > As a first step to fix it you can create the following index on Groups table:
>  > CREATE INDEX RUZ_Groups1 ON Groups(Domain, Type, id);
>  >
>  > Please, run commands from the attachment twice before indexing and after.
>  >
>  > Thank you for the feedback.
>  >
>  > On Wed, Mar 19, 2008 at 11:49 AM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>  >
>  >>  Hi Ruslan,
>  >>
>  >>  Really appreciate the help on this. I'd love to find out why we are seeing
>  >> such odd results:
>  >>
>  >>  298 ticket owners when their are only 88 active users
>  >>  1.5 million rows of data when we only have 9983 ticks as of this morning.
>  >>
>  >>  Really odd
>  >>
>  >>  Thanks
>  >>
>  >>  Richard
>  >>
>  Since we were also having problems here's our output.
>  spw.out is before. spw.out2 is after.
>
>  Jeff Voskamp
>  University of Waterloo
>
> +----+-------------+----------------------+--------+--------------------------------------------------------------+----------+---------+---------------------------------------+------+----------------------------------------------+
>  | id | select_type | table                | type   | possible_keys                                                | key      | key_len | ref                                   | rows | Extra                                        |
>  +----+-------------+----------------------+--------+--------------------------------------------------------------+----------+---------+---------------------------------------+------+----------------------------------------------+
>  |  1 | SIMPLE      | main                 | range  | PRIMARY                                                      | PRIMARY  | 4       | NULL                                  | 4138 | Using where; Using temporary; Using filesort |
>  |  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,groups_key,Groups1,Groups2,Groups9,Groups2a,Groups1a | Groups1a | 67      | const                                 |  630 | Using where; Using index; Distinct           |
>  |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY,Principals4                                          | PRIMARY  | 4       | rt3_inst.main.id                      |    1 | Using where; Distinct                        |
>  |  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,MyCGM1                                            | MyCGM1   | 10      | rt3_inst.main.id,rt3_inst.Groups_3.id |    1 | Using where; Using index; Distinct           |
>  |  1 | SIMPLE      | ACL_4                | range  | ACL1                                                         | ACL1     | 54      | NULL                                  |  371 | Using where; Using index; Distinct           |
>  +----+-------------+----------------------+--------+--------------------------------------------------------------+----------+---------+---------------------------------------+------+----------------------------------------------+
>  +---------------+-----------+
>  | PrincipalType | COUNT(id) |
>  +---------------+-----------+
>  | Cc            |         1 |
>  | Group         |       372 |
>  +---------------+-----------+
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  371 | Using where; Using index |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  +--------------------+
>  | COUNT(Groups_3.id) |
>  +--------------------+
>  |                 72 |
>  +--------------------+
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  | id | select_type | table    | type  | possible_keys                             | key     | key_len | ref   | rows | Extra                    |
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4    | range | ACL1                                      | ACL1    | 54      | NULL  |  371 | Using where; Using index |
>  |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,Groups9,Groups2a,Groups1a | Groups1 | 67      | const |  630 | Using where; Using index |
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  371 | Using where; Using index |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  | id | select_type | table    | type  | possible_keys                             | key     | key_len | ref   | rows | Extra                    |
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4    | range | ACL1                                      | ACL1    | 54      | NULL  |  371 | Using where; Using index |
>  |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,Groups9,Groups2a,Groups1a | Groups1 | 67      | const |  630 | Using where; Using index |
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  371 | Using where; Using index |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  | id | select_type | table    | type  | possible_keys                             | key     | key_len | ref   | rows | Extra                    |
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4    | range | ACL1                                      | ACL1    | 54      | NULL  |  371 | Using where; Using index |
>  |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,Groups9,Groups2a,Groups1a | Groups1 | 67      | const |  630 | Using where; Using index |
>  +----+-------------+----------+-------+-------------------------------------------+---------+---------+-------+------+--------------------------+
>  +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>  | Table              | Non_unique | Key_name   | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
>  +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>  | CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A         |      897772 |     NULL | NULL   |      | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A         |      897772 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A         |      897772 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A         |      897772 |     NULL | NULL   |      | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | MyCGM1     |            1 | MemberId    | A         |      897772 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | MyCGM1     |            2 | GroupId     | A         |      897772 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | MyCGM1     |            3 | Disabled    | A         |      897772 |     NULL | NULL   |      | BTREE      | NULL    |
>  +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>
> +----+-------------+----------------------+--------+--------------------------------------------------------------------------+----------+---------+---------------------------------------+------+----------------------------------------------+
>  | id | select_type | table                | type   | possible_keys                                                            | key      | key_len | ref                                   | rows | Extra                                        |
>  +----+-------------+----------------------+--------+--------------------------------------------------------------------------+----------+---------+---------------------------------------+------+----------------------------------------------+
>  |  1 | SIMPLE      | main                 | range  | PRIMARY                                                                  | PRIMARY  | 4       | NULL                                  | 4138 | Using where; Using temporary; Using filesort |
>  |  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,groups_key,Groups1,Groups2,Groups9,Groups2a,Groups1a,RUZ_Groups1 | Groups1a | 67      | const                                 |  630 | Using where; Using index; Distinct           |
>  |  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY,Principals4                                                      | PRIMARY  | 4       | rt3_inst.main.id                      |    1 | Using where; Distinct                        |
>  |  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,MyCGM1                                                        | MyCGM1   | 10      | rt3_inst.main.id,rt3_inst.Groups_3.id |    1 | Using where; Using index; Distinct           |
>  |  1 | SIMPLE      | ACL_4                | range  | ACL1                                                                     | ACL1     | 54      | NULL                                  |  371 | Using where; Using index; Distinct           |
>  +----+-------------+----------------------+--------+--------------------------------------------------------------------------+----------+---------+---------------------------------------+------+----------------------------------------------+
>  +---------------+-----------+
>  | PrincipalType | COUNT(id) |
>  +---------------+-----------+
>  | Cc            |         1 |
>  | Group         |       372 |
>  +---------------+-----------+
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  371 | Using where; Using index |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  +--------------------+
>  | COUNT(Groups_3.id) |
>  +--------------------+
>  |                 72 |
>  +--------------------+
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  | id | select_type | table    | type  | possible_keys                                         | key     | key_len | ref   | rows | Extra                    |
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4    | range | ACL1                                                  | ACL1    | 54      | NULL  |  371 | Using where; Using index |
>  |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,Groups9,Groups2a,Groups1a,RUZ_Groups1 | Groups1 | 67      | const |  630 | Using where; Using index |
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  371 | Using where; Using index |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  | id | select_type | table    | type  | possible_keys                                         | key     | key_len | ref   | rows | Extra                    |
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4    | range | ACL1                                                  | ACL1    | 54      | NULL  |  371 | Using where; Using index |
>  |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,Groups9,Groups2a,Groups1a,RUZ_Groups1 | Groups1 | 67      | const |  630 | Using where; Using index |
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  | id | select_type | table | type  | possible_keys | key  | key_len | ref  | rows | Extra                    |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4 | range | ACL1          | ACL1 | 54      | NULL |  371 | Using where; Using index |
>  +----+-------------+-------+-------+---------------+------+---------+------+------+--------------------------+
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  | id | select_type | table    | type  | possible_keys                                         | key     | key_len | ref   | rows | Extra                    |
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  |  1 | SIMPLE      | ACL_4    | range | ACL1                                                  | ACL1    | 54      | NULL  |  371 | Using where; Using index |
>  |  1 | SIMPLE      | Groups_3 | ref   | Groups1,Groups2,Groups9,Groups2a,Groups1a,RUZ_Groups1 | Groups1 | 67      | const |  630 | Using where; Using index |
>  +----+-------------+----------+-------+-------------------------------------------------------+---------+---------+-------+------+--------------------------+
>  +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>  | Table              | Non_unique | Key_name   | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
>  +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>  | CachedGroupMembers |          0 | PRIMARY    |            1 | id          | A         |      901467 |     NULL | NULL   |      | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | DisGrouMem |            1 | GroupId     | A         |      901467 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | DisGrouMem |            2 | MemberId    | A         |      901467 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | DisGrouMem |            3 | Disabled    | A         |      901467 |     NULL | NULL   |      | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | MyCGM1     |            1 | MemberId    | A         |      901467 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | MyCGM1     |            2 | GroupId     | A         |      901467 |     NULL | NULL   | YES  | BTREE      | NULL    |
>  | CachedGroupMembers |          1 | MyCGM1     |            3 | Disabled    | A         |      901467 |     NULL | NULL   |      | BTREE      | NULL    |
>  +--------------------+------------+------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
>
>



-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Wed Mar 19 13:26:24 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 19 Mar 2008 13:26:24 -0400
Subject: [rt-users] SOT: high performance web cache for RT
In-Reply-To: <2D8BE761-A9B2-4D2B-B12A-4FE8942E4F2E@khera.org>
References: <1204806395.5584.18.camel@pcx4546.desy.de>
	<47CFE5A2.5000303@thebunker.net> <47E13FBF.8070804@oracle.com>
	<2D8BE761-A9B2-4D2B-B12A-4FE8942E4F2E@khera.org>
Message-ID: <20080319172624.GF32058@bestpractical.com>


> > how something like Varnish can help with what is, essentially,
> > dynamically-generated content?
> 
> It will also help for serving up the static content (image, style  
> sheets), provided you've configured apache to serve those up outside  
> of the mason code.  However there is so little of this it hardly seems  
> worth it, possibly unless you're serving up the static content using  
> the same mod_perl processes as the main app uses.
 
Though these days, RT goes to lengths to compress the CSS and mark
everything for agressive browser caching.


From Richard.Ellis at Sun.COM  Wed Mar 19 13:35:52 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 19 Mar 2008 17:35:52 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <589c94400803191002g57401916u775f7c62d68dbbc6@mail.gmail.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DFE96B.6010609@sun.com> <20080318161846.GN32058@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com>
	<589c94400803191002g57401916u775f7c62d68dbbc6@mail.gmail.com>
Message-ID: <47E14EF8.1000404@sun.com>

Hi Ruslan,

You are a genius. Response time for the Query Builder is now back to 4 
seconds which is good enough for me :0.

Thanks to all your team for all the efforts to work out what was wrong.

Thanks

Richard


Ruslan Zakirov wrote:
> Hey, Rechard, the latest results suggest me that we've saddled this
> beast :) at least that what explain says and I hope it's correct.
>
> You can check that query again and it should be fast. Wanna try?
>
> You can use SELECT SQL_NO_CACHE ... to make sure it's reproducible and
> is not cache hit.
>
>
>
> On Wed, Mar 19, 2008 at 7:22 PM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>   
>>  Hi Ruslan,
>>
>>  here's the two sets of results.
>>
>>
>>  Thanks
>>
>>  Richard
>>
>>     
>
>   
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From javoskam at uwaterloo.ca  Wed Mar 19 13:50:08 2008
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 19 Mar 2008 13:50:08 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <589c94400803191025l6e7ebc5aw450c4c2ee8c7e2a8@mail.gmail.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>	
	<47DFE96B.6010609@sun.com>
	<20080318161846.GN32058@bestpractical.com>	
	<47DFEC15.8030304@sun.com>	
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>	
	<47DFEE6C.1000203@sun.com>	
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>	
	<47E0D3B5.8080707@sun.com>	
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>	
	<47E12FBC.3080503@uwaterloo.ca>
	<589c94400803191025l6e7ebc5aw450c4c2ee8c7e2a8@mail.gmail.com>
Message-ID: <47E15250.6040207@uwaterloo.ca>

Ruslan Zakirov wrote:
> Jeff, always Cc the list.
>
> Version of your mysql server?
>
> As far as I can see you suffer from mysql bug, output from your server
> is equal in both cases what is really wrong and mysql must use new
> index in those test queries I sent to the list.
>
> There are several options:
> 1) Delete any indexes on CachedGroupMembers table which starts from
> MemberId column, but that will slowdown other queries and may be
> terribly, depends on proprotions of your DB.
> 2) Upgrade to mysql 5.0.45 or greater and create index I suggested in
> this thread earlier.
> 3) I have another idea how we can improve that in the code, but that
> needs more investigation with a lot of users' feedback and a lot of
> mine and users' time.
>
> As long as MySQL 4.x has ended its life time and 5.0.x is stable
> version then I think it's fair enough to recommend recent versions
> instead of continuose refactoring of the code to make all those broken
> mysqls happy.
>   
I'll try to remember to "reply all" from here on in.

We're on Mysql-5.0.22 as packaged by RedHat for Enterprise Linux 5.1.

Dropping indexes for now.  Can re-instate later. Then I can also drop my 
coding hacks.

Will look into getting a shiny new MySQL.

jeff Voskamp


From javoskam at uwaterloo.ca  Wed Mar 19 13:02:43 2008
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 19 Mar 2008 13:02:43 -0400
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <20080319165428.GD32058@bestpractical.com>
References: <20080318161846.GN32058@bestpractical.com>	<47DFEC15.8030304@sun.com>	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>	<47DFEE6C.1000203@sun.com>	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>	<47E0D3B5.8080707@sun.com>	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>	<47E13DD6.2020503@sun.com>	<20080319162810.GY32058@bestpractical.com>	<589c94400803190942yebcf8bai53f3d9f6577e1538@mail.gmail.com>
	<20080319165428.GD32058@bestpractical.com>
Message-ID: <47E14733.9040509@uwaterloo.ca>

Jesse Vincent wrote:
>
> On Wed, Mar 19, 2008 at 07:42:30PM +0300, Ruslan Zakirov wrote:
>   
>> Jesse, I know that they both have index on CachedGroupMembers table
>> that starts from 'MemberId' column. And it does mess up optimizer and
>> doesn't matter if it's one column or multiple like in (MemberId,
>> GroupId, Disabled) index (Jeff created such thing). We really need
>> such index in the core on CGM table, otherwise people have problems
>> with searches by watchers (like in "Requestor is XXX" search or "More
>> about XXX" box). It's very sad that mysql can not deal with that. Fix
>> I've implemented in 3.6.6 helps people on setups with few ACL records
>> and few queues, but not in these two cases.
>>     
>
> Got it
It's a rename of one of the suggested indices in
http://search.cpan.org/~ruz/RTx-Shredder-0.07/lib/RTx/Shredder.pm
(see the Notes section).

CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);



Jeff


From sheenk at zbzoom.net  Wed Mar 19 14:19:15 2008
From: sheenk at zbzoom.net (Kevin Sheen)
Date: Wed, 19 Mar 2008 14:19:15 -0400
Subject: [rt-users] RT 3.6.5 LDAP authentication and Active Directory
Message-ID: <3B.7E.19468.62951E74@cm-2.zoominternet.net>

Hi,

I'm trying to get our rt install to authenticate with Active Directory.

I've got the configuration from these two links into our RT_SiteConfig.pm:

http://wiki.bestpractical.com/view/LDAP

http://wiki.bestpractical.com/view/LdapSiteConfigSettingsForActiveDirectory

At this point, I'm just trying to get authentication to work, I'm not trying to add create users or anything like that.  I've stripped the configuration down to a minimum and I'm still getting:

[Wed Mar 19 17:57:02 2008] [debug]: Trying LDAP authentication (/usr/local/rt/local/lib/RT/User_Local.pm:155)
[Wed Mar 19 17:57:02 2008] [debug]: RT::User::IsPassword auth method IsLDAPPassword FAILED (/usr/local/rt/local/lib/RT/User_Local.pm:293)
[Wed Mar 19 17:57:02 2008] [info]: RT::User::IsInternalPassword AUTH FAILED: FOO (/usr/local/rt/local/lib/RT/User_Local.pm:257)
[Wed Mar 19 17:57:02 2008] [debug]: RT::User::IsPassword auth method IsInternalPassword FAILED (/usr/local/rt/local/lib/RT/User_Local.pm:293)
[Wed Mar 19 17:57:02 2008] [error]: FAILED LOGIN for FOO from 172.16.9.188 (/usr/local/rt/share/html/autohandler:251)

I've increased the logging level to debug but it isn't pointing me any closer to a resolution.  Is there any increased logging that I can enable to attempt to find the actual problem?

I can still login to rt using the internal authentication method just not LDAP.

I've got the utility called Active Directory Explorer from sysinternals.com - there are three attributes named badPwdCount, badPasswordTime and logonCount stored in Active Directory.  None of those three have changed in all of my testing.

I did make a slight change to $LdapUser and started getting an additional error in the log that led me to believe that I had at least that parameter and LdapPass correct (again, I'm using my userid to view AD).


Thanks in advance,

Kevin




From sheenk at zbzoom.net  Wed Mar 19 14:29:40 2008
From: sheenk at zbzoom.net (Kevin Sheen)
Date: Wed, 19 Mar 2008 14:29:40 -0400
Subject: [rt-users] RT 3.6.5 LDAP authentication and Active  Directory
In-Reply-To: <3B.7E.19468.62951E74@cm-2.zoominternet.net>
References: <3B.7E.19468.62951E74@cm-2.zoominternet.net>
Message-ID: <76.07.19468.59B51E74@cm-2.zoominternet.net>

I think I got it to work, changed LdapFilter to * rather than just commenting the line out.  I knew we didn't have posixAccount in that attribute but didn't know I would actually need it enabled.

sorry for the wasted bandwidth,

Kevin


At 02:19 PM 3/19/2008, Kevin Sheen wrote:
>Hi,
>
>I'm trying to get our rt install to authenticate with Active Directory.
>
>I've got the configuration from these two links into our RT_SiteConfig.pm:
>
>http://wiki.bestpractical.com/view/LDAP
>
>http://wiki.bestpractical.com/view/LdapSiteConfigSettingsForActiveDirectory
>
>At this point, I'm just trying to get authentication to work, I'm not trying to add create users or anything like that.  I've stripped the configuration down to a minimum and I'm still getting:
>
>[Wed Mar 19 17:57:02 2008] [debug]: Trying LDAP authentication (/usr/local/rt/local/lib/RT/User_Local.pm:155)
>[Wed Mar 19 17:57:02 2008] [debug]: RT::User::IsPassword auth method IsLDAPPassword FAILED (/usr/local/rt/local/lib/RT/User_Local.pm:293)
>[Wed Mar 19 17:57:02 2008] [info]: RT::User::IsInternalPassword AUTH FAILED: FOO (/usr/local/rt/local/lib/RT/User_Local.pm:257)
>[Wed Mar 19 17:57:02 2008] [debug]: RT::User::IsPassword auth method IsInternalPassword FAILED (/usr/local/rt/local/lib/RT/User_Local.pm:293)
>[Wed Mar 19 17:57:02 2008] [error]: FAILED LOGIN for FOO from 172.16.9.188 (/usr/local/rt/share/html/autohandler:251)
>
>I've increased the logging level to debug but it isn't pointing me any closer to a resolution.  Is there any increased logging that I can enable to attempt to find the actual problem?
>
>I can still login to rt using the internal authentication method just not LDAP.
>
>I've got the utility called Active Directory Explorer from sysinternals.com - there are three attributes named badPwdCount, badPasswordTime and logonCount stored in Active Directory.  None of those three have changed in all of my testing.
>
>I did make a slight change to $LdapUser and started getting an additional error in the log that led me to believe that I had at least that parameter and LdapPass correct (again, I'm using my userid to view AD).
>
>
>Thanks in advance,
>
>Kevin
>
>
>_______________________________________________
>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
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From peter.musolino at dbzco.com  Wed Mar 19 14:47:56 2008
From: peter.musolino at dbzco.com (Musolino, Peter)
Date: Wed, 19 Mar 2008 18:47:56 -0000
Subject: [rt-users]  Mysql problems with our RT system
Message-ID: <FAB39ED719F3E843B628474ABD64FE9C01C982E5@ex6.london.dbzco.com>

Did anyone ever figure this out?  I am having the same problem.  At
first I had the regular password style:

DBI connect('dbname=rt3;host=localhost','rt',...) failed: Client does
not support authentication protocol requested by server; consider
upgrading MySQL client at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106
[Wed Mar 19 14:06:33 2008] [error] [client 10.20.1.102] Connect Failed
Client does not support authentication protocol requested by server;
consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line 220\n

Changing the password to use the old_password function gave me:

[Wed Mar 19 14:07:37 2008] [notice] child pid 6190 exit signal
Segmentation fault (11)

Thanks in advance,
Peter Musolino
D.B. Zwirn (UK) Ltd.
52 Conduit Street
London, W1S 2YZ
Phone: +44 (0) 20 7220 2322
Mobile: +44 (0) 79 0953 0687
peter.musolino at dbzco dot com



> I enabled the old password support in my.cnf and then re-started both
apache
> and mysql.  When I try to hit the site in the web browser I get a
blank
> page, absolutely nothing with no errors.
>
> In the httpd/error_log I get:
> [Wed May 23 11:08:23 2007] [notice] child pid 28611 exit signal
Segmentation
> fault (11)
> 
>In the httpd/access_log I get:
> <<ip-address>> - - [23/May/2007:09:45:17 -0500] "Get /rt3 HTTP/1.1"
500 662
> 
> There is nothing in the rt.log.
> 
> CR
>
>
>
>
>> On 5/23/07, Scott Courtney <scott at 4th.com
<http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users> >
wrote:
>>
>> On Wednesday 23 May 2007 10:58, Carlos Randolph wrote:
>> > I've gone into MySQL and did the whole "OLD_PASSWORD" thing for the
>> RT_USER
>> > account but we still get the same thing. I'm checked to make sure
the
>> the
>> > Perl modules are all up to date and they are. I'm not sure what
else I
>> > should look at so any help would be appreciated.
>>
>> Did you enable old password support in your my.cnf (or equivalent)
config
>> file? I believe you can't do it on an account-by-account basis unless
it's
>> also enabled at the global level in the server config.
>>
>> Kind regards,
>>
>> Scott
>>
>> --

--
Peter Musolino
D.B. Zwirn (UK) Ltd.
52 Conduit Street
London, W1S 2YZ
Phone: +44 (0) 20 7220 2322
Mobile: +44 (0) 79 0953 0687
peter.musolino at dbzco.com





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From matthew.seaman at thebunker.net  Wed Mar 19 16:42:50 2008
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Wed, 19 Mar 2008 20:42:50 +0000
Subject: [rt-users] SOT: high performance web cache for RT
In-Reply-To: <47E13FBF.8070804@oracle.com>
References: <1204806395.5584.18.camel@pcx4546.desy.de>
	<47CFE5A2.5000303@thebunker.net> <47E13FBF.8070804@oracle.com>
Message-ID: <47E17ACA.50706@thebunker.net>

Joe Casadonte wrote:
> On 3/6/2008 7:37 AM, Matthew Seaman wrote:
>  > Sven Sternberger wrote:
>  >> I found a very interesting software project, which
>  >> boost my RT test instance.
>  >>
>  >> http://varnish.projects.linpro.no/
>  >>
>  >> due to the nature of cache systems it is not working with https
>  >> traffic, but nevertheless It could be helpful for a lot
>  >> of environments. And I will try a combined solution
>  >> with pound and varnish, may this will work.
>  >
>  > We use exactly this with RT.
> 
> Following up on a thread from a couple of weeks ago.  I'm curious as to 
> how something like Varnish can help with what is, essentially, 
> dynamically-generated content?
> 

As other people have said, inverse caches like varnish don't do much
for the dynamic content.  What they make a lot more efficient is serving
up the constant stuff -- CSS, images etc. which frequently take up a much
larger percentage of the HTTP requests involved in serving the site than you
might expect.

One consideration that no-one has highlighted yet is that this enables you
to use memory more efficiently in a loaded server.  An apache process with
mod_perl can get pretty chunky, and (for the typical unix-type mpm_prefork
scenario) there can be dozens of such processes.  Use of the inverse cache
means that the easy work of serving constant data is picked off early by the
much smaller varnish process and that ultimately you need fewer of those big
apaches cluttering up the process table, and that those apaches are dedicated
to doing the important heavy-weight processing.

	Cheers,

	Matthew

-- 
Dr Matthew Seaman                     The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers            Marshborough Rd
Tel: +44 1304 814890                  Sandwich
Fax: +44 1304 814899                  Kent, CT13 0PL, UK

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From daviswj at comcast.net  Thu Mar 20 05:02:27 2008
From: daviswj at comcast.net (Bill Davis)
Date: Thu, 20 Mar 2008 03:02:27 -0600
Subject: [rt-users] RT failure following Fedora updates
Message-ID: <47E22823.5040700@comcast.net>

Running RT 3.6.5 on a Fedora Core 6 server (mod_perl), which has been 
working fine for months.  Rebooted the server, which identified several 
updates needing install:

Mar 20 02:04:19 Updated: perl.i386 5.8.8-12
Mar 20 02:04:26 Updated: samba-common.i386 3.0.24-11.fc6
Mar 20 02:04:32 Updated: firefox.i386 1.5.0.12-7.fc6
Mar 20 02:04:34 Updated: system-config-securitylevel-tui.i386 1.6.27-3
Mar 20 02:04:35 Updated: selinux-policy.noarch 2.4.6-108.fc6
Mar 20 02:04:36 Updated: nss_ldap.i386 257-4.fc6
Mar 20 02:04:38 Installed: paps-libs.i386 0.6.8-1.fc6
Mar 20 02:04:39 Updated: flash-plugin.i386 9.0.115.0-release
Mar 20 02:04:40 Updated: kernel-headers.i386 2.6.22.14-72.fc6
Mar 20 02:04:41 Updated: samba-client.i386 3.0.24-11.fc6
Mar 20 02:04:43 Updated: system-config-securitylevel.i386 1.6.27-3
Mar 20 02:04:44 Updated: paps.i386 0.6.8-1.fc6
Mar 20 02:05:35 Installed: kernel.i686 2.6.22.14-72.fc6
Mar 20 02:05:38 Updated: samba.i386 3.0.24-11.fc6
Mar 20 02:05:43 Installed: kernel-devel.i686 2.6.22.14-72.fc6
Mar 20 02:05:51 Updated: selinux-policy-targeted.noarch 2.4.6-108.fc6
Mar 20 02:05:56 Updated: firefox-devel.i386 1.5.0.12-7.fc6
Mar 20 02:05:57 Updated: xorg-x11-xfs.i386 1.0.5-1.fc6

Performed the listed updates, rebooted, and now find that I'm unable to 
access RT, entering the normal URL gives just an empty blank page. 

The other application hosted on this server (bugzilla) is working 
normally and can be accessed remotely.

Could really use some pointers as to what might have gone wrong, or 
where to look for a solution.

Thanks for any help ...
Bill Davis


From alexchorny at gmail.com  Thu Mar 20 05:57:05 2008
From: alexchorny at gmail.com (Alexandr Ciornii)
Date: Thu, 20 Mar 2008 11:57:05 +0200
Subject: [rt-users] RT failure following Fedora updates
In-Reply-To: <47E22823.5040700@comcast.net>
References: <47E22823.5040700@comcast.net>
Message-ID: <2f1541220803200257q7404824w799478a0eee80977@mail.gmail.com>

Hello!

2008/3/20, Bill Davis <daviswj at comcast.net>:
>  Mar 20 02:04:19 Updated: perl.i386 5.8.8-12
>  Performed the listed updates, rebooted, and now find that I'm unable to
>  access RT, entering the normal URL gives just an empty blank page.

Reinstall Scalar::Util with CPAN or CPANPLUS shell.

-- 
Alexandr Ciornii, http://chorny.net


From PhilipHaworth at scoutsolutions.co.uk  Thu Mar 20 08:53:04 2008
From: PhilipHaworth at scoutsolutions.co.uk (Philip Haworth)
Date: Thu, 20 Mar 2008 12:53:04 -0000
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history?
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>

Note: This is a second attempt to send this email after delivery failure
without a reason given for the first attempt.
 
Hello, I am currently testing Request Tracker in the hopes that it will
be the Issue Tracker system that the small company I work for will
settle with, to deal with support requests and then other uses as they
would arise.
 
During working on one support ticket, I came across a minor issue: At
the moment I am storing emails from the client as Comments in the
ticket, and I had generated a fair number of History items for the
ticket I was working on. I found that the client had send a second email
clarifying her original support request, straight after the original
email had been sent - however as I wasn't aware of this email at the
time, it hadn't been added to the ticket straight after the opening
comment of her original email. I then used the Comment link of the
opening comment in order to indicate that the original email has been
superseded with this new email; entered the email in then submitted the
Comment. Unfortunately this comment was the appended to the end of the
History list for the current ticket - this wasn't what I was after.
 
I wanted the comment I added to be displayed under the original comment
to indicate that it was a 'reply' to the original comment - otherwise
someone having a quick overview of the ticket might not realise that the
client had sent a second email clarifying her first.
 
Basically I'm after a threaded view of the relationship between the
ticket comments (as used in Newsgroups), when I use the specialised
Comment links rather than the overall ticket Comment link. Is this
something that's in RT's settings, or is it outside the current spec of
RT? Unfortunately I'm just a user of the system and don't have the
knowledge to program RT itself, but I can talk to the RT administrator
if any required code changes are easy enough.
 
Thanks for any help.

______________________________________________________
This email has been scanned by the MessageLabs Email Security System.
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From daviswj at comcast.net  Thu Mar 20 11:37:52 2008
From: daviswj at comcast.net (Bill Davis)
Date: Thu, 20 Mar 2008 09:37:52 -0600
Subject: [rt-users] RT failure following Fedora updates
In-Reply-To: <2f1541220803200257q7404824w799478a0eee80977@mail.gmail.com>
References: <47E22823.5040700@comcast.net>
	<2f1541220803200257q7404824w799478a0eee80977@mail.gmail.com>
Message-ID: <47E284D0.9030305@comcast.net>

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From jesse at bestpractical.com  Thu Mar 20 11:40:32 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 20 Mar 2008 11:40:32 -0400
Subject: [rt-users] RT failure following Fedora updates
In-Reply-To: <47E284D0.9030305@comcast.net>
References: <47E22823.5040700@comcast.net>
	<2f1541220803200257q7404824w799478a0eee80977@mail.gmail.com>
	<47E284D0.9030305@comcast.net>
Message-ID: <60FD38F0-AD40-4E9C-8720-261BE82C3F88@bestpractical.com>


On Mar 20, 2008, at 11:37 AM, Bill Davis wrote:
> Thanks ...
>
> Running "make testdeps" reports everything found, including  
> Scalar::Util
> Running "cpan -i Scalar::Util" reports Scalar::Util up to date
>
> Problem is still the same ...
>

you need to force install it. RedHat builds Scalar::Util wrong by  
default.

> Bill Davis
>
> Alexandr Ciornii wrote:
>>
>> Hello!
>>
>> 2008/3/20, Bill Davis <daviswj at comcast.net>:
>>
>>>  Mar 20 02:04:19 Updated: perl.i386 5.8.8-12
>>>  Performed the listed updates, rebooted, and now find that I'm  
>>> unable to
>>>  access RT, entering the normal URL gives just an empty blank page.
>>>
>> Reinstall Scalar::Util with CPAN or CPANPLUS shell.
>>
>>
> _______________________________________________
> 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

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From matthew.seaman at thebunker.net  Thu Mar 20 11:41:07 2008
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Thu, 20 Mar 2008 15:41:07 +0000
Subject: [rt-users] File upload problem on FreeBSD
Message-ID: <47E28593.4050500@thebunker.net>


Ran into a bijou little buglet today.

On FreeBSD the UID that apache runs under, www, has a home directory
set to /nonexistent by default -- which as the name implies is a non-existent
directory.

Unfortunately this screws up being able to upload files into RT.  Any attempt
to do that results in a blank screen and the following messages in the log file:

Mar 20 13:28:54 splenetic RT: CGI open of tmpfile: No such file or directory (/usr/local/rt3/bin/webmux.pl:127)  
Mar 20 13:28:54 splenetic kernel: Mar 20 13:28:54 splenetic RT: CGI open of tmpfile: No such file or directory (/usr/local/rt3/bin/webmux.pl:127)  

This appears to be the result of the CGI.pm module trying to open ~www/.tmp 
which of course doesn't exist.  The docco says that in that case, various standard
locations like /usr/tmp or /var/tmp will be tried in sequence until a usable location
is found: however, this doesn't happen and RT hangs.  I think this is a bug.

Workaround is to change the www home dir to an existing (albeit unwritable)
directory.

	Cheers,

	Matthew

-- 
Dr Matthew Seaman                        The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers               Marshborough Rd
Tel: +44 1304 814890                     Sandwich
Fax: +44 1304 814899                     Kent, CT13 0PL, UK 

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From daviswj at comcast.net  Thu Mar 20 12:03:34 2008
From: daviswj at comcast.net (Bill Davis)
Date: Thu, 20 Mar 2008 10:03:34 -0600
Subject: [rt-users] RT failure following Fedora updates
In-Reply-To: <60FD38F0-AD40-4E9C-8720-261BE82C3F88@bestpractical.com>
References: <47E22823.5040700@comcast.net>
	<2f1541220803200257q7404824w799478a0eee80977@mail.gmail.com>
	<47E284D0.9030305@comcast.net>
	<60FD38F0-AD40-4E9C-8720-261BE82C3F88@bestpractical.com>
Message-ID: <47E28AD6.4020701@comcast.net>

Bingo ... that did it.  Thanks to you both :-)  ... I would have spent 
all day trying to find that ...

Bill Davis

Jesse Vincent wrote:
>
> On Mar 20, 2008, at 11:37 AM, Bill Davis wrote:
>> Thanks ...
>>
>> Running "make testdeps" reports everything found, including Scalar::Util
>> Running "cpan -i Scalar::Util" reports Scalar::Util up to date
>>
>> Problem is still the same ...
>>
>
> you need to force install it. RedHat builds Scalar::Util wrong by 
> default.
>
>> Bill Davis
>>
>> Alexandr Ciornii wrote:
>>>
>>> Hello!
>>>
>>> 2008/3/20, Bill Davis <daviswj at comcast.net>:
>>>
>>>>  Mar 20 02:04:19 Updated: perl.i386 5.8.8-12
>>>>  Performed the listed updates, rebooted, and now find that I'm 
>>>> unable to
>>>>  access RT, entering the normal URL gives just an empty blank page.
>>>>
>>> Reinstall Scalar::Util with CPAN or CPANPLUS shell.
>>>
>>>
>> _______________________________________________
>> 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
>


From ruz at bestpractical.com  Thu Mar 20 12:40:05 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 20 Mar 2008 19:40:05 +0300
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47E14EF8.1000404@sun.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com>
	<589c94400803191002g57401916u775f7c62d68dbbc6@mail.gmail.com>
	<47E14EF8.1000404@sun.com>
Message-ID: <589c94400803200940x5401e4a5y190a0fec8af20f0b@mail.gmail.com>

4 seconds is still slow, but better than 100-400.

About your indexes. You can and I really suggest to delete the
following indexes on CGM table:
* DROP INDEX GrouMem ON CachedGroupMembers;
* DROP INDEX group1 ON CachedGroupMembers;
* DROP INDEX member1 ON CachedGroupMembers;

And instead create indexes:
CREATE INDEX CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);
CREATE INDEX CGM1 ON CachedGroupMembers(MemberId, ImmediateParentId);

Both will be part of 3.8's schema update.

On Wed, Mar 19, 2008 at 8:35 PM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>
>  Hi Ruslan,
>
>  You are a genius. Response time for the Query Builder is now back to 4
> seconds which is good enough for me :0.
>
>  Thanks to all your team for all the efforts to work out what was wrong.
>
>
>  Thanks
>
>  Richard
>
>
>  Ruslan Zakirov wrote:
>
>  Hey, Rechard, the latest results suggest me that we've saddled this
> beast :) at least that what explain says and I hope it's correct.
>
> You can check that query again and it should be fast. Wanna try?
>
> You can use SELECT SQL_NO_CACHE ... to make sure it's reproducible and
> is not cache hit.
>
>
>
> On Wed, Mar 19, 2008 at 7:22 PM, Richard Ellis <Richard.Ellis at sun.com>
> wrote:
>
>
>  Hi Ruslan,
>
>  here's the two sets of results.
>
>
>  Thanks
>
>  Richard
>
>
>
>



-- 
Best regards, Ruslan.


From KFCrocker at lbl.gov  Thu Mar 20 13:00:36 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 Mar 2008 10:00:36 -0700
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <47E29834.5000607@lbl.gov>

Philip,


	I received your email yesterday, so the failure notice you got didn't 
stop your email from getting to the user's group.
	I'm not sure what advantage you get from altering the way RT stores 
it's replies. Both are part of ticket history and both have separate 
rights control of what a user can see in that history (you can set it so 
a user can see neither, either, or both). You can also alter the 
chronology from ascending to descending. I suppose it's my lack of 
understanding of how your method is supposed to be better than the 
built-in abilities that RT has that keeps me from being able to help you 
accurately. So, let me ask; what is the supposed advantage of storing an 
email as a comment as opposed to leaving it be? Why does the requestor 
sending a second, clarifying email upset the apple cart? With those 
answers, I might be able to steer you in an acceptable direction.


Kenn
LBNL

On 3/20/2008 5:53 AM, Philip Haworth wrote:
> Note: This is a second attempt to send this email after delivery failure 
> without a reason given for the first attempt.
>  
> Hello, I am currently testing Request Tracker in the hopes that it will 
> be the Issue Tracker system that the small company I work for will 
> settle with, to deal with support requests and then other uses as they 
> would arise.
>  
> During working on one support ticket, I came across a minor issue: At 
> the moment I am storing emails from the client as Comments in the 
> ticket, and I had generated a fair number of History items for the 
> ticket I was working on. I found that the client had send a second email 
> clarifying her original support request, straight after the original 
> email had been sent - however as I wasn't aware of this email at the 
> time, it hadn't been added to the ticket straight after the opening 
> comment of her original email. I then used the Comment link of the 
> opening comment in order to indicate that the original email has been 
> superseded with this new email; entered the email in then submitted the 
> Comment. Unfortunately this comment was the appended to the end of the 
> History list for the current ticket - this wasn't what I was after.
>  
> I wanted the comment I added to be displayed under the original comment 
> to indicate that it was a 'reply' to the original comment - otherwise 
> someone having a quick overview of the ticket might not realise that the 
> client had sent a second email clarifying her first.
>  
> Basically I'm after a threaded view of the relationship between the 
> ticket comments (as used in Newsgroups), when I use the specialised 
> Comment links rather than the overall ticket Comment link. Is this 
> something that's in RT's settings, or is it outside the current spec of 
> RT? Unfortunately I'm just a user of the system and don't have the 
> knowledge to program RT itself, but I can talk to the RT administrator 
> if any required code changes are easy enough.
>  
> Thanks for any help.
> 
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From barnesaw at ucrwcu.rwc.uc.edu  Thu Mar 20 13:21:09 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 20 Mar 2008 13:21:09 -0400
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <47E29D05.6060702@ucrwcu.rwc.uc.edu>

I have installed Dirk Pape's fork patch and just fork a new ticket in 
this instance.  I then resolve the original and everything is still 
preserved.

Philip Haworth wrote:
> Note: This is a second attempt to send this email after delivery 
> failure without a reason given for the first attempt.
>  
> Hello, I am currently testing Request Tracker in the hopes that it 
> will be the Issue Tracker system that the small company I work for 
> will settle with, to deal with support requests and then other uses as 
> they would arise.
>  
> During working on one support ticket, I came across a minor issue: At 
> the moment I am storing emails from the client as Comments in the 
> ticket, and I had generated a fair number of History items for the 
> ticket I was working on. I found that the client had send a second 
> email clarifying her original support request, straight after the 
> original email had been sent - however as I wasn't aware of this email 
> at the time, it hadn't been added to the ticket straight after the 
> opening comment of her original email. I then used the Comment link of 
> the opening comment in order to indicate that the original email has 
> been superseded with this new email; entered the email in then 
> submitted the Comment. Unfortunately this comment was the appended to 
> the end of the History list for the current ticket - this wasn't what 
> I was after.
>  
> I wanted the comment I added to be displayed under the 
> original comment to indicate that it was a 'reply' to the original 
> comment - otherwise someone having a quick overview of the ticket 
> might not realise that the client had sent a second email clarifying 
> her first.
>  
> Basically I'm after a threaded view of the relationship between the 
> ticket comments (as used in Newsgroups), when I use the specialised 
> Comment links rather than the overall ticket Comment link. Is this 
> something that's in RT's settings, or is it outside the current spec 
> of RT? Unfortunately I'm just a user of the system and don't have the 
> knowledge to program RT itself, but I can talk to the RT administrator 
> if any required code changes are easy enough.
>  
> Thanks for any help.
>
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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


From gevans at hcc.net  Thu Mar 20 13:46:08 2008
From: gevans at hcc.net (Greg Evans)
Date: Thu, 20 Mar 2008 10:46:08 -0700
Subject: [rt-users] Quick question about upgrading....
Message-ID: <012601c88ab2$48244f10$1200a8c0@hcc.local>

Was just thinking about upgrading from 3.6.5->3.6.6

Was just wondering what happens to the changes I have made to files for rt?

For instance, I have made changes to:
/opt/rt3/share/html/Ticket/Elements/ShowPeople

Will I need to re-implement those changes or ??

Thanks in advance 

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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From crpatter at ci.grand-rapids.mi.us  Thu Mar 20 14:12:26 2008
From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig)
Date: Thu, 20 Mar 2008 14:12:26 -0400
Subject: [rt-users] Quick question about upgrading....
In-Reply-To: <012601c88ab2$48244f10$1200a8c0@hcc.local>
References: <012601c88ab2$48244f10$1200a8c0@hcc.local>
Message-ID: <B91A344EF1E1C645B0319809F04BD716025FC55A@C201MSGC0206.grand-rapids.mi.us>

Greg,

 

Unfortunately, it looks like you made your edits directly to the
versions in the share folder.  If you upgrade RT, you will overwrite you
customizations.  I recommend taking a look at the wiki, specifically,
http://wiki.bestpractical.com/view/CleanlyCustomizeRT.  

 

In summary, you should create a "local" folder where you store your
customized files.  When you do an upgrade, the upgrade MAKE file doesn't
overwrite the local folder,  but it does overwrite the shared folder.

 

-Craig

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Greg
Evans
Sent: Thursday, March 20, 2008 1:46 PM
To: 'RT Users'
Subject: [rt-users] Quick question about upgrading....

 

Was just thinking about upgrading from 3.6.5->3.6.6

Was just wondering what happens to the changes I have made to files for
rt?

For instance, I have made changes to:

/opt/rt3/share/html/Ticket/Elements/ShowPeople

Will I need to re-implement those changes or ??

Thanks in advance 

Greg Evans

Hood Canal Communications

(360) 898-2481 ext.212 

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From plabonte at gmail.com  Thu Mar 20 14:14:38 2008
From: plabonte at gmail.com (Phil)
Date: Thu, 20 Mar 2008 14:14:38 -0400
Subject: [rt-users] RT RPM post install steps?
Message-ID: <4527aede0803201114g4e57b17s1504ada263d4376c@mail.gmail.com>

I just installed RT using the Fedora RPM...

Where can I get a list of post install steps? Right now it is installed but
I cannot load up the page and the database is not initialized...

Thanks.
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From epeterson at edc.org  Thu Mar 20 14:04:54 2008
From: epeterson at edc.org (Peterson, Erik)
Date: Thu, 20 Mar 2008 14:04:54 -0400
Subject: [rt-users] Quick question about upgrading....
In-Reply-To: <012601c88ab2$48244f10$1200a8c0@hcc.local>
Message-ID: <C4081F86.201D%epeterson@edc.org>

> From: Greg Evans <gevans at hcc.net>
> Date: Thu, 20 Mar 2008 10:46:08 -0700
> Subject: [rt-users] Quick question about upgrading....
> 
> Was just thinking about upgrading from 3.6.5->3.6.6
> 
> Was just wondering what happens to the changes I have made to files for rt?
> 
> For instance, I have made changes to:
> 
> /opt/rt3/share/html/Ticket/Elements/ShowPeople
> 
> Will I need to re-implement those changes or ??

Hi Greg,

You'll have to redo them.  RT has some nice hooks and a "local" folder for
you to be able to modify core elements without actually editing those files.

A good first step is to take a look at:
    http://wiki.bestpractical.com/view/CleanlyCustomizeRT

Hope that helps,
Erik

--
Erik Peterson
EDC



From james.faulkner at yale.edu  Thu Mar 20 14:33:08 2008
From: james.faulkner at yale.edu (Jim Faulkner)
Date: Thu, 20 Mar 2008 14:33:08 -0400 (EDT)
Subject: [rt-users] RT 3.4.5 -- correspondence disappeared into a black hole!
Message-ID: <Pine.LNX.4.61.0803201347360.5633@netra.cs.yale.edu>


I have a RT 3.4.5 server (running on RHEL 4) that is heavily used and has 
been in production for a couple of years now.  It has held up very well 
during this time, I have never seen any tickets, correspondence, or 
anything go missing without an explanation, such as getting caught in a 
spam filter or being deleted by a careless user.

Yesterday, however, my supervisor sent e-mail corresponence to the RT 
server on an existing ticket, and it never showed up in the ticket or 
anywhere else in the RT database.  He sent the e-mail at approximately 
10:17 AM, and sure enough it shows up in the RT server's maillog as being 
delivered to the rt-mailgate command, which shows up properly in the httpd 
logs:
128.36.236.82 - - [19/Mar/2008:10:17:25 -0400] "POST 
/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 383 "-" "libwww-perl/5.79"

However, the correspondence was never entered into the ticket.  It just 
disappeared!  I do nightly database dumps, and a grep of this morning's 
database dump revealed that the correspondence never made it into the RT 
mysql database at all.

I've checked the RT log, for which I have "warning" logging enabled, but 
there's no errors or warnings anywhere near 10:17 AM.  There are no errors 
in apache's error_log near that time either.  I've checked the RT server's 
root mail (which receives bounces and other misdirected mail), but its not 
in there either.  The maillog indicates that no mail was sent back to my 
supervisor anywhere near this time, so he never received an "undeliverable 
mail" message either.

There appears to be nothing else wrong with the RT server at all besides 
this one piece of missing correspondence.  Other tickets were successfully 
created and commented on within minutes of 10:17 AM.  I was able to 
correspond via e-mail on the ticket in question using the exact same 
subject line as my supervisor with no problem.  I had my supervisor reply 
vi e-mail to other tickets in the same queue with no issues.  Its just 
this one piece of e-mail that's missing!

I'm totally stumped as to what happened to this correspondence.  Are there 
any bugs in this version of RT or the corresponding perl modules that 
could have caused this correspondence to be lost?

thanks for any help,
Jim Faulkner


From koteras at hotmail.com  Thu Mar 20 14:59:32 2008
From: koteras at hotmail.com (Gary & Gina Koteras)
Date: Thu, 20 Mar 2008 18:59:32 +0000
Subject: [rt-users] display a subset of custom field values
Message-ID: <BAY122-W279845D7D55778494F16B7BA000@phx.gbl>



Hello all,
 
I have two custom fields: Building and Rooms
 
Example: 
Building: Baldy, Capen, Clemens...
Rooms: Baldy 101, Baldy 102...Capen 1, Capen 5....etc
 
If someone picks "Baldy"(from the Building custom field) is there anyway just to display the baldy rooms in the "Rooms" custom field?
 
Any help would be greatly appreciated...as I'm very new to RT.
 
Thanks in advance,
Gary
_________________________________________________________________
Need to know the score, the latest news, or you need your Hotmail?-get your "fix".
http://www.msnmobilefix.com/Default.aspx
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From lgrella at acquiremedia.com  Thu Mar 20 15:07:34 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Thu, 20 Mar 2008 12:07:34 -0700 (PDT)
Subject: [rt-users]  Parse subject to extract keywords?
Message-ID: <16186548.post@talk.nabble.com>


Is there any way that I could parse the subject line to look for specific
words, and based on those words, have a scrip change to a specific queue?

Thanks,
Laura
-- 
View this message in context: http://www.nabble.com/Parse-subject-to-extract-keywords--tp16186548p16186548.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From KFCrocker at lbl.gov  Thu Mar 20 15:17:22 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 Mar 2008 12:17:22 -0700
Subject: [rt-users] RT 3.4.5 -- correspondence disappeared into a black
 hole!
In-Reply-To: <Pine.LNX.4.61.0803201347360.5633@netra.cs.yale.edu>
References: <Pine.LNX.4.61.0803201347360.5633@netra.cs.yale.edu>
Message-ID: <47E2B842.8010603@lbl.gov>

Jim,


	I'm not sure this is the same case, but I had a user who had this 
happen. He had the habit of sending in email from "outside" RT and 
therefore had to type in the ticket number. He typed in an incorrect 
ticket number that went to another queue. Since this user had no rights 
for that queue, he didn't get a response. He could find his email in HIS 
queue because it wasn't there, it got added to another ticket in another 
queue. All because he typed in the wrong ticket number. He complained 
that RT should have know that the ticket number was wrong if the queue 
it went to wasn't his. I, of course, pointed out that RT may have 
thought he was "creating" a new ticket in another queue and he wasn't in 
the group with the rights for "reply". He was still upset so I told him 
that the next time he should try to reply with the email RT had sent to 
him or within RT itself to avoid that problem. I also removed a few 
"Global" rights that allowed this to happen and reapplied them for 
certain queues. Hope this helps.

Kenn
LBNL

On 3/20/2008 11:33 AM, Jim Faulkner wrote:
> I have a RT 3.4.5 server (running on RHEL 4) that is heavily used and has 
> been in production for a couple of years now.  It has held up very well 
> during this time, I have never seen any tickets, correspondence, or 
> anything go missing without an explanation, such as getting caught in a 
> spam filter or being deleted by a careless user.
> 
> Yesterday, however, my supervisor sent e-mail corresponence to the RT 
> server on an existing ticket, and it never showed up in the ticket or 
> anywhere else in the RT database.  He sent the e-mail at approximately 
> 10:17 AM, and sure enough it shows up in the RT server's maillog as being 
> delivered to the rt-mailgate command, which shows up properly in the httpd 
> logs:
> 128.36.236.82 - - [19/Mar/2008:10:17:25 -0400] "POST 
> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 383 "-" "libwww-perl/5.79"
> 
> However, the correspondence was never entered into the ticket.  It just 
> disappeared!  I do nightly database dumps, and a grep of this morning's 
> database dump revealed that the correspondence never made it into the RT 
> mysql database at all.
> 
> I've checked the RT log, for which I have "warning" logging enabled, but 
> there's no errors or warnings anywhere near 10:17 AM.  There are no errors 
> in apache's error_log near that time either.  I've checked the RT server's 
> root mail (which receives bounces and other misdirected mail), but its not 
> in there either.  The maillog indicates that no mail was sent back to my 
> supervisor anywhere near this time, so he never received an "undeliverable 
> mail" message either.
> 
> There appears to be nothing else wrong with the RT server at all besides 
> this one piece of missing correspondence.  Other tickets were successfully 
> created and commented on within minutes of 10:17 AM.  I was able to 
> correspond via e-mail on the ticket in question using the exact same 
> subject line as my supervisor with no problem.  I had my supervisor reply 
> vi e-mail to other tickets in the same queue with no issues.  Its just 
> this one piece of e-mail that's missing!
> 
> I'm totally stumped as to what happened to this correspondence.  Are there 
> any bugs in this version of RT or the corresponding perl modules that 
> could have caused this correspondence to be lost?
> 
> thanks for any help,
> Jim Faulkner
> _______________________________________________
> 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
> 



From KFCrocker at lbl.gov  Thu Mar 20 15:20:37 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 Mar 2008 12:20:37 -0700
Subject: [rt-users] display a subset of custom field values
In-Reply-To: <BAY122-W279845D7D55778494F16B7BA000@phx.gbl>
References: <BAY122-W279845D7D55778494F16B7BA000@phx.gbl>
Message-ID: <47E2B905.5050300@lbl.gov>

Gary,

	You could put your Custom Fields in "Categories". That way, certain 
categories have specific available choices of values distinct from each 
other.If each "Building" value was a category, then each category could 
have specific "room" values. Just a thought.

Kenn
LBNL

On 3/20/2008 11:59 AM, Gary & Gina Koteras wrote:
> Hello all,
>  
> I have two custom fields: Building and Rooms
>  
> Example:
> Building: Baldy, Capen, Clemens...
> Rooms: Baldy 101, Baldy 102...Capen 1, Capen 5....etc
>  
> If someone picks "Baldy"(from the Building custom field) is there anyway 
> just to display the baldy rooms in the "Rooms" custom field?
>  
> Any help would be greatly appreciated...as I'm very new to RT.
>  
> Thanks in advance,
> Gary
> 
> ------------------------------------------------------------------------
> Need to know the score, the latest news, or you need your Hotmail?-get 
> your "fix". Check it out. <http://www.msnmobilefix.com/Default.aspx>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From todd at chaka.net  Thu Mar 20 15:24:27 2008
From: todd at chaka.net (Todd Chapman)
Date: Thu, 20 Mar 2008 15:24:27 -0400
Subject: [rt-users] display a subset of custom field values
In-Reply-To: <47E2B905.5050300@lbl.gov>
References: <BAY122-W279845D7D55778494F16B7BA000@phx.gbl>
	<47E2B905.5050300@lbl.gov>
Message-ID: <519782dc0803201224t59c58d26k83aa8faf37f376a0@mail.gmail.com>

Keep in mind that RT's categories feature does not work will if the values
are not unique across all categories.

On 3/20/08, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>
> Gary,
>
>         You could put your Custom Fields in "Categories". That way,
> certain
> categories have specific available choices of values distinct from each
> other.If each "Building" value was a category, then each category could
> have specific "room" values. Just a thought.
>
> Kenn
> LBNL
>
>
> On 3/20/2008 11:59 AM, Gary & Gina Koteras wrote:
> > Hello all,
> >
> > I have two custom fields: Building and Rooms
> >
> > Example:
> > Building: Baldy, Capen, Clemens...
> > Rooms: Baldy 101, Baldy 102...Capen 1, Capen 5....etc
> >
> > If someone picks "Baldy"(from the Building custom field) is there anyway
> > just to display the baldy rooms in the "Rooms" custom field?
> >
> > Any help would be greatly appreciated...as I'm very new to RT.
> >
> > Thanks in advance,
> > Gary
>
>
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From KFCrocker at lbl.gov  Thu Mar 20 15:25:22 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 Mar 2008 12:25:22 -0700
Subject: [rt-users] Parse subject to extract keywords?
In-Reply-To: <16186548.post@talk.nabble.com>
References: <16186548.post@talk.nabble.com>
Message-ID: <47E2BA22.8060003@lbl.gov>

Igrella,

	Yep. Actually, the "scrip" would have a "user-defined" action, which 
would be the code to check the type of transaction and if correct, check 
for the value in the subject line and for each specific hit, set the 
queue id to what you want in the "Custom Action Clean up" area.


Kenn
LBNL

On 3/20/2008 12:07 PM, lgrella wrote:
> Is there any way that I could parse the subject line to look for specific
> words, and based on those words, have a scrip change to a specific queue?
> 
> Thanks,
> Laura



From KFCrocker at lbl.gov  Thu Mar 20 15:26:56 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 Mar 2008 12:26:56 -0700
Subject: [rt-users] RT 3.4.5 -- correspondence disappeared into a black
 hole!
In-Reply-To: <47E2B842.8010603@lbl.gov>
References: <Pine.LNX.4.61.0803201347360.5633@netra.cs.yale.edu>
	<47E2B842.8010603@lbl.gov>
Message-ID: <47E2BA80.2090506@lbl.gov>

Jim,

	Sorry. In line 5 I meant "he couldn't find".

Kenn
LBNL

On 3/20/2008 12:17 PM, Kenneth Crocker wrote:
> Jim,
> 
> 
> 	I'm not sure this is the same case, but I had a user who had this 
> happen. He had the habit of sending in email from "outside" RT and 
> therefore had to type in the ticket number. He typed in an incorrect 
> ticket number that went to another queue. Since this user had no rights 
> for that queue, he didn't get a response. He could find his email in HIS 
> queue because it wasn't there, it got added to another ticket in another 
> queue. All because he typed in the wrong ticket number. He complained 
> that RT should have know that the ticket number was wrong if the queue 
> it went to wasn't his. I, of course, pointed out that RT may have 
> thought he was "creating" a new ticket in another queue and he wasn't in 
> the group with the rights for "reply". He was still upset so I told him 
> that the next time he should try to reply with the email RT had sent to 
> him or within RT itself to avoid that problem. I also removed a few 
> "Global" rights that allowed this to happen and reapplied them for 
> certain queues. Hope this helps.
> 
> Kenn
> LBNL
> 
> On 3/20/2008 11:33 AM, Jim Faulkner wrote:
>> I have a RT 3.4.5 server (running on RHEL 4) that is heavily used and has 
>> been in production for a couple of years now.  It has held up very well 
>> during this time, I have never seen any tickets, correspondence, or 
>> anything go missing without an explanation, such as getting caught in a 
>> spam filter or being deleted by a careless user.
>>
>> Yesterday, however, my supervisor sent e-mail corresponence to the RT 
>> server on an existing ticket, and it never showed up in the ticket or 
>> anywhere else in the RT database.  He sent the e-mail at approximately 
>> 10:17 AM, and sure enough it shows up in the RT server's maillog as being 
>> delivered to the rt-mailgate command, which shows up properly in the httpd 
>> logs:
>> 128.36.236.82 - - [19/Mar/2008:10:17:25 -0400] "POST 
>> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 383 "-" "libwww-perl/5.79"
>>
>> However, the correspondence was never entered into the ticket.  It just 
>> disappeared!  I do nightly database dumps, and a grep of this morning's 
>> database dump revealed that the correspondence never made it into the RT 
>> mysql database at all.
>>
>> I've checked the RT log, for which I have "warning" logging enabled, but 
>> there's no errors or warnings anywhere near 10:17 AM.  There are no errors 
>> in apache's error_log near that time either.  I've checked the RT server's 
>> root mail (which receives bounces and other misdirected mail), but its not 
>> in there either.  The maillog indicates that no mail was sent back to my 
>> supervisor anywhere near this time, so he never received an "undeliverable 
>> mail" message either.
>>
>> There appears to be nothing else wrong with the RT server at all besides 
>> this one piece of missing correspondence.  Other tickets were successfully 
>> created and commented on within minutes of 10:17 AM.  I was able to 
>> correspond via e-mail on the ticket in question using the exact same 
>> subject line as my supervisor with no problem.  I had my supervisor reply 
>> vi e-mail to other tickets in the same queue with no issues.  Its just 
>> this one piece of e-mail that's missing!
>>
>> I'm totally stumped as to what happened to this correspondence.  Are there 
>> any bugs in this version of RT or the corresponding perl modules that 
>> could have caused this correspondence to be lost?
>>
>> thanks for any help,
>> Jim Faulkner
>> _______________________________________________
>> 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
>>
> 
> _______________________________________________
> 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
> 



From KFCrocker at lbl.gov  Thu Mar 20 15:29:04 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 20 Mar 2008 12:29:04 -0700
Subject: [rt-users] display a subset of custom field values
In-Reply-To: <519782dc0803201224t59c58d26k83aa8faf37f376a0@mail.gmail.com>
References: <BAY122-W279845D7D55778494F16B7BA000@phx.gbl>
	<47E2B905.5050300@lbl.gov>
	<519782dc0803201224t59c58d26k83aa8faf37f376a0@mail.gmail.com>
Message-ID: <47E2BB00.2080105@lbl.gov>

Todd,

	Yep, I forgot to mention that. I don't use them myself for that very 
reason. I'm waiting for the bugs to shake out on that one.


Kenn
LBNL

On 3/20/2008 12:24 PM, Todd Chapman wrote:
> Keep in mind that RT's categories feature does not work will if the 
> values are not unique across all categories.
> 
> On 3/20/08, *Kenneth Crocker* <KFCrocker at lbl.gov 
> <mailto:KFCrocker at lbl.gov>> wrote:
> 
>     Gary,
> 
>             You could put your Custom Fields in "Categories". That way,
>     certain
>     categories have specific available choices of values distinct from each
>     other.If each "Building" value was a category, then each category could
>     have specific "room" values. Just a thought.
> 
>     Kenn
>     LBNL
> 
> 
>     On 3/20/2008 11:59 AM, Gary & Gina Koteras wrote:
>      > Hello all,
>      >
>      > I have two custom fields: Building and Rooms
>      >
>      > Example:
>      > Building: Baldy, Capen, Clemens...
>      > Rooms: Baldy 101, Baldy 102...Capen 1, Capen 5....etc
>      >
>      > If someone picks "Baldy"(from the Building custom field) is there
>     anyway
>      > just to display the baldy rooms in the "Rooms" custom field?
>      >
>      > Any help would be greatly appreciated...as I'm very new to RT.
>      >
>      > Thanks in advance,
>      > Gary
> 
> 



From epeterson at edc.org  Thu Mar 20 15:48:33 2008
From: epeterson at edc.org (Peterson, Erik)
Date: Thu, 20 Mar 2008 15:48:33 -0400
Subject: [rt-users] Parse subject to extract keywords?
In-Reply-To: <16186548.post@talk.nabble.com>
Message-ID: <C40837D1.2042%epeterson@edc.org>

> Is there any way that I could parse the subject line to look for specific
> words, and based on those words, have a scrip change to a specific queue?

Hi Laura,

I have a scrip that does this. In the scrip, I have the following:

Condition: On Create
Action: User Defined
Template: Global Template: Blank


The "Custom action preparation code" is:

 return 0 unless ($self->TicketObj->Subject =~ /^new request/i);
 return 1;

And the "custom action clean up code" is:

 $self->TicketObj->SetQueue( 'service' );
 return 1;


You just need to change your regex and set the right queue names.  You can
do multiple patterns that each set to a different queue as well.

Hope that is helpful,
Erik



From matt.pounsett at cira.ca  Thu Mar 20 16:06:27 2008
From: matt.pounsett at cira.ca (Matthew Pounsett)
Date: Thu, 20 Mar 2008 16:06:27 -0400
Subject: [rt-users] Avoiding ticketing system loops from email submissions
Message-ID: <44328F74-E7DA-452D-9CA1-F3C8946414FD@cira.ca>


A quick search didn't come up with any previous conversations on this  
topic... but it seems to me to be the sort of thing that *should* have  
been discussed at some point in the past... so if I've missed  
something a point is more than welcome.

Has anyone ever addressed the potential for auto-reply loops between  
instances of RT that get directed at each other?  I'm wondering if RT  
is smart enough to recognize when an incoming message was generated by  
another instance of RT (or even other ticket systems) and suppress an  
auto-response.

Here's the specific case I'm worried about:

We're moving a bunch of our 'role' email addresses over to RT, away  
from being just distribution lists.  Among these is the contact  
address used for several domains.  In one case, our registrar will  
send a confirmation email from inside their instance of RT to the tech  
contact of the domain in question, which (if we move it to RT) is  
likely to send an auto-response to their ticketing system, and  
potentially start an auto-response loop.   Even if a full loop isn't  
formed just a single misplaced auto response would be unwelcome.

Obviously I can fix this specific instance by building in custom rules  
to that queue suppressing an autoresponse if the Requester is the  
registrar address that I'm concerned with... however I'd love to know  
if there's a more elegant solution that will avoid the same problem  
with other cases I can't predict.

Thoughts, anyone? :)
    Matt


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From jesse at bestpractical.com  Thu Mar 20 18:13:08 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 20 Mar 2008 18:13:08 -0400
Subject: [rt-users] Avoiding ticketing system loops from email
	submissions
In-Reply-To: <44328F74-E7DA-452D-9CA1-F3C8946414FD@cira.ca>
References: <44328F74-E7DA-452D-9CA1-F3C8946414FD@cira.ca>
Message-ID: <093B75E0-B0AC-441C-9CC4-D3FC14B9E06F@bestpractical.com>


On Mar 20, 2008, at 4:06 PM, Matthew Pounsett wrote:
>
> A quick search didn't come up with any previous conversations on  
> this topic... but it seems to me to be the sort of thing that  
> *should* have been discussed at some point in the past... so if I've  
> missed something a point is more than welcome.
>
> Has anyone ever addressed the potential for auto-reply loops between  
> instances of RT that get directed at each other?  I'm wondering if  
> RT is smart enough to recognize when an incoming message was  
> generated by another instance of RT (or even other ticket systems)  
> and suppress an auto-response.
>
> Here's the specific case I'm worried about:
>
> We're moving a bunch of our 'role' email addresses over to RT, away  
> from being just distribution lists.  Among these is the contact  
> address used for several domains.  In one case, our registrar will  
> send a confirmation email from inside their instance of RT to the  
> tech contact of the domain in question, which (if we move it to RT)  
> is likely to send an auto-response to their ticketing system, and  
> potentially start an auto-response loop.   Even if a full loop isn't  
> formed just a single misplaced auto response would be unwelcome.
>
> Obviously I can fix this specific instance by building in custom  
> rules to that queue suppressing an autoresponse if the Requester is  
> the registrar address that I'm concerned with... however I'd love to  
> know if there's a more elegant solution that will avoid the same  
> problem with other cases I can't predict.
>

RT is set up to not autoreply to another RT or another ticketing  
system. The feature isn't perfect, but it does work. And you can  
always set up individual addresses to not get mail.



> Thoughts, anyone? :)
>   Matt
>
>
> _______________________________________________
> 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

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From lahollande at gmail.com  Thu Mar 20 18:14:03 2008
From: lahollande at gmail.com (holland holland)
Date: Thu, 20 Mar 2008 23:14:03 +0100
Subject: [rt-users] mason_handler.fcgi and ErrorDocument 404
In-Reply-To: <20080316214807.GT32058@bestpractical.com>
References: <1707049b0803160524t5b708bddpd1411e41d8d302b2@mail.gmail.com>
	<20080316162855.GS32058@bestpractical.com>
	<1707049b0803161445l1313bd62p6714ec9379daaf41@mail.gmail.com>
	<20080316214807.GT32058@bestpractical.com>
Message-ID: <1707049b0803201514w79778eb0x8a76f9941ab512b7@mail.gmail.com>

Thanks Jesse!

Copied dhandler from package RT-3.7.80.tar.gz (html folder).

Works like a charm!


On Sun, Mar 16, 2008 at 10:48 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>  On Sun, Mar 16, 2008 at 10:45:48PM +0100, holland holland wrote:
>  > Hello Jesse,
>  >
>  > "More recent versions of RT have a 404 handler built in"
>  >
>  > Would you please point me where in the code this was implemented.
>
>  You're looking for a top-level dhandler. I don't recall if it's in 3.6.6
>  or we've built it into 3.7.x for release in RT 3.8
>
>
>
>  >
>  > Thank you,
>  > James
>  >
>  > On Sun, Mar 16, 2008 at 5:28 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>  > >
>  > >
>  > >
>  > >  On Sun, Mar 16, 2008 at 01:24:40PM +0100, holland holland wrote:
>  > >  > Dear all,
>  > >  >
>  > >  > Environment:
>  > >  >
>  > >  > RT 3.6.4 & FastCGI
>  > >  >
>  > >  > I'm wondering how to is currently possible to Redirect inexistent path
>  > >  > to ErrorDocument 404.
>  > >
>  > >  More recent versions of RT have a 404 handler built in. What you're
>  > >  looking for is a top-level HTML::Mason 'dhandler'
>  > >
>  > >
>  > >  >
>  > >  > The problem only occur using FastCGI, mod_perl will follow Apache
>  > >  > ErrorDocument directives.
>  > >  >
>  > >  > You can try in your own environment (using FastCGI), something like
>  > >  > http://[your domain]/blabla.html; you will end up with:
>  > >  >
>  > >  > Could not find component for initial path '/blabla.html'
>  > >  > ...
>  > >  > ...
>  > >  > ...
>  > >  > ...
>  > >  >  /opt/rt3/bin/mason_handler.fcgi:78
>  > >  >
>  > >  >
>  > >  >
>  > >  > Google for "Could not find component for initial path", you will see
>  > >  > many people running RT with this issue.
>  > >  >
>  > >  > Someone proposed to hack the mason_handler.fcgi :
>  > >  >
>  > >  > http://groovie.org/articles/2004/12/18/fast-cgi-with-html-mason
>  > >  >
>  > >  >
>  > >  > This problem is not link to $WebURL , $WebBaseURL . $WebPath  not set
>  > >  > correctly, the very same settings work in mod_perl.
>  > >  >
>  > >  >
>  > >  > Maybe a Rewrite/.htaccess, pretty sure someone solved that in a neat way.
>  > >  >
>  > >  >
>  > >  > Thank you in advance,
>  > >  > James
>  > >  > _______________________________________________
>  > >  > 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
>  > >  >
>  > >
>  > >  --
>  > >
>  >
>
>  --
>


From boeheim at slac.stanford.edu  Thu Mar 20 20:27:06 2008
From: boeheim at slac.stanford.edu (Chuck Boeheim)
Date: Thu, 20 Mar 2008 17:27:06 -0700
Subject: [rt-users] Finding users to shred
Message-ID: <47E300DA.5020908@slac.stanford.edu>

Hi Folks,
Does anyone have a query or a script that can find users
in the database who aren't referenced by any tickets?
I'd like to find users who were created by spam who
are now candidates for shredding.
Regards,
-Chuck Boeheim


From asallade at PTSOWA.ORG  Fri Mar 21 01:35:12 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Thu, 20 Mar 2008 22:35:12 -0700
Subject: [rt-users] RT::Timeline error with 3.6.6
Message-ID: <33DEE66ED2E72346ABC638427A77014047A769@PTSOEXCHANGE.PTSOWA.ORG>

Does anyone have the RT::Timeline extension working with RT3.6.6?

 

My CPAN Install went great, and the timeline UI renders, but it throws
an xml error and displays no data on the timeline. Any suggestions?

 

Aaron

 

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From KFCrocker at lbl.gov  Fri Mar 21 18:47:10 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 21 Mar 2008 15:47:10 -0700
Subject: [rt-users] Mail down?
Message-ID: <47E43AEE.7060905@lbl.gov>

To all,


	I haven't received one email today from rt-users. Is it down?
	I was wondering if there was a way to keep RT from putting users in the 
USERS table when the cc (others) email address was incorrectly typed. I 
found a bunch of records that were obviously wrong. I'm sure they never 
received their copy in email and it had to be resent. Thanks.


Kenn
LBNL



From rkeidel at gmail.com  Fri Mar 21 19:36:49 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Fri, 21 Mar 2008 16:36:49 -0700
Subject: [rt-users] Mail down?
In-Reply-To: <47E43AEE.7060905@lbl.gov>
References: <47E43AEE.7060905@lbl.gov>
Message-ID: <91c16bf0803211636i1917907of0478fe6a67cdbb6@mail.gmail.com>

Hi Kenn,

I don't think the system is down. But it looks like the majority of
users of this list are living in Europe. And since Good Friday is very
big holiday in Europe, I guess a lot people are not going to work or
even checking their email.

Ohh, by the way, I can't help you with your issue... sorry.

Have a great Easter weekend.

Robert

On Fri, Mar 21, 2008 at 3:47 PM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> To all,
>
>
>         I haven't received one email today from rt-users. Is it down?
>         I was wondering if there was a way to keep RT from putting users in the
>  USERS table when the cc (others) email address was incorrectly typed. I
>  found a bunch of records that were obviously wrong. I'm sure they never
>  received their copy in email and it had to be resent. Thanks.
>
>
>  Kenn
>  LBNL
>
>  _______________________________________________
>  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
>


From roydepp at gmail.com  Mon Mar 24 08:55:00 2008
From: roydepp at gmail.com (Roy Depp)
Date: Mon, 24 Mar 2008 14:55:00 +0200
Subject: [rt-users] Slow Tickets after upgrading 3.4.1 to 3.6.6
Message-ID: <c1ead7ce0803240555s122e75a7s742623de5714c94e@mail.gmail.com>

Hi,

After upgrading RT 3.41. to 3.6.6 tickets open slowly.
Also when clickig the 1st time on "People" or "Basics" it takes about
8-12 secs to open up.

I've followed the wiki performance tuning page, and looked at the mailing list
archive and followed this thread:
http://www.gossamer-threads.com/lists/engine?do=post_view_flat;post=72605;page=1;sb=post_latest_reply;so=ASC;mh=25;list=rt

Neither improved the situation.

The slow query log shows nothing except the startup line. I've
installed mytop and it seems like the long queries are of the
following type:
=========================================================
SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN
CachedGroupMembers CachedGroupMembers_2 ON (
CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3
ON ( Groups_3.id = CachedGroupMembers_2.GroupId ) WHERE
(Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
Groups_3.Type) AND (Principals_1.id != '1') AND
(Principals_1.PrincipalType = 'User') AND (ACL_4.RightName =
'OwnTicket') AND (Groups_3.Domain = 'RT::System-Role') AND
((ACL_4.ObjectType = 'RT::Ticket' AND ACL_4.ObjectId = 537) OR
(ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 4) OR
(ACL_4.ObjectType = 'RT::System')) ORDER BY main.Name ASC
=========================================================

Please help.

Thanks,
Roy.


From rkeidel at gmail.com  Mon Mar 24 13:50:14 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Mon, 24 Mar 2008 10:50:14 -0700
Subject: [rt-users] User asked for an unknown update type for custom
	field Category for RT
In-Reply-To: <91c16bf0803071015l68349df8r457a284a28e2314a@mail.gmail.com>
References: <91c16bf0803071015l68349df8r457a284a28e2314a@mail.gmail.com>
Message-ID: <91c16bf0803241050g58fc80a7p8e2524987db7e09d@mail.gmail.com>

I know it is already a couple of weeks ago since I asked the first
time. But I still try to find an answer. I also installed version
3.6.5 on a different test box, and I get the same error. Is there
someone who could give me some information about that?

Thanks

Robert

On Fri, Mar 7, 2008 at 11:15 AM, Robert Keidel <rkeidel at gmail.com> wrote:
> Hello everybody,
>
>  I already read about that issue. Please correct me if I am wrong. Is
>  this error a bug in the custom fields? If so, is there already a fix
>  for that available and if yes where can I find it.
>  I also wanted to mention that I run version 3.6.4
>
>  Thanks
>
>  Robert Keidel
>


From gevans at hcc.net  Mon Mar 24 14:15:33 2008
From: gevans at hcc.net (Greg Evans)
Date: Mon, 24 Mar 2008 11:15:33 -0700
Subject: [rt-users] Search question
Message-ID: <006601c88ddb$0da3c510$1200a8c0@hcc.local>

Is anyone able to direct me to where I might look to find a way to only find
tickets created 'last weekend'  by a certain user or something similar.

Obviously yesterday is easy enough, which I have already implemented, but I
really need something that returns any ticket created on a weekend by the
given user. I am admittedly lost and it doesn't look easy to me, then again
I am not a mysql guru either :-)

Any help appreciated

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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From KFCrocker at lbl.gov  Mon Mar 24 17:59:31 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 24 Mar 2008 14:59:31 -0700
Subject: [rt-users] Search question
In-Reply-To: <006601c88ddb$0da3c510$1200a8c0@hcc.local>
References: <006601c88ddb$0da3c510$1200a8c0@hcc.local>
Message-ID: <47E82443.3040601@lbl.gov>

Greg,


	Along the top Navigation bar (blue) click "Tickets". That will put you 
in the Query Builder. From that point on, you just select your criteria. 
  Play with it and you'll get the hang of it.


Kenn
LBNL

On 3/24/2008 11:15 AM, Greg Evans wrote:
> Is anyone able to direct me to where I might look to find a way to only 
> find tickets created ?last weekend?  by a certain user or something similar.
> 
> Obviously yesterday is easy enough, which I have already implemented, 
> but I really need something that returns any ticket created on a weekend 
> by the given user. I am admittedly lost and it doesn?t look easy to me, 
> then again I am not a mysql guru either J
> 
> Any help appreciated
> 
> *******Greg Evans*
> 
> Hood Canal Communications
> 
> (360) 898-2481 ext.212
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From gleduc at mail.sdsu.edu  Mon Mar 24 18:58:31 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 24 Mar 2008 15:58:31 -0700
Subject: [rt-users] Refresh rate on RT at a glance page
Message-ID: <6.2.1.2.2.20080324155058.06765af0@mail.sdsu.edu>

Hi All,

Is there an easy (or not so easy) way to set the default refresh on the "RT 
at a glance" page from "Don't refresh this page" to some value like every 
20 minutes?  Can it be added to the personal preferences configuration so 
that it's an individual choice?  This is v3.6.3.

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From rwcanary at ocdirect.net  Tue Mar 25 01:07:00 2008
From: rwcanary at ocdirect.net (Robert Canary)
Date: Tue, 25 Mar 2008 00:07:00 -0500
Subject: [rt-users] Not sending Email and Tools menu failure
Message-ID: <47E88874.1030805@ocdirect.net>

I am get this error when I click on Tools.

Also, RT has stopped sending out emails.  I am 99% sure these are 
related.  It was working fine, however, I don't know if RedHat updates 
broke RT or what broke it.  This is all I can find.

error:   	Undefined subroutine &Scalar::Util::weaken called at
/opt/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:  	/opt/rt3/lib/RT/Action/Generic.pm:108
/opt/rt3/lib/RT/Action/Generic.pm:80
/opt/rt3/share/html/Tools/Offline.html:107
/opt/rt3/share/html/autohandler:215


The System Configuration:
Perl v5.8.5 under linux
    Apache::Session v1.83;
    Apache::Session::Generate::MD5 v2.1;
    Apache::Session::Lock::MySQL v1.00;
    Apache::Session::MySQL v1.01;
    Apache::Session::Serialize::Storable v1.00;
    Apache::Session::Store::DBI v1.02;
    Apache::Session::Store::MySQL v1.04;
    AutoLoader v5.60;
    base v2.06;
    Benchmark v1.06;
    bytes v1.01;
    Cache::Simple::TimedExpiry v0.27;
    Carp v1.03;
    CGI v3.05;
    CGI::Cookie v1.24;
    CGI::Util v1.5;
    Class::Container v0.12;
    Class::Data::Inheritable v0.06;
    Class::ReturnValue v0.53;
    Clone v0.23;
    constant v1.04;
    Cwd v2.19;
    Data::Dumper v2.121;
    DBD::mysql v2.9004;
    DBI v1.57;
    DBIx::SearchBuilder v1.48;
    DBIx::SearchBuilder::Union v0;
    DBIx::SearchBuilder::Unique v0.01;
    Devel::StackTrace v1.15;
    Devel::StackTraceFrame v0.6;
    Digest::base v1.00;
    Digest::MD5 v2.33;
    DynaLoader v1.05;
    Encode v2.01;
    Encode::Alias v2.00;
    Encode::Config v2.00;
    Encode::Encoding v2.00;
    Errno v1.09;
    Exception::Class v1.23;
    Exception::Class::Base v1.2;
    Exporter v5.58;
    Exporter::Heavy v5.58;
    Fcntl v1.05;
    File::Basename v2.73;
    File::Glob v1.03;
    File::Path v1.06;
    File::Spec v3.25;
    File::Spec::Unix v1.5;
    File::Temp v0.14;
    FileHandle v2.01;
    Hook::LexWrap v0.20;
    HTML::Entities v1.35;
    HTML::Mason v1.36;
    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;
    HTTP::Server::Simple v0.27;
    HTTP::Server::Simple::CGI v0.27;
    HTTP::Server::Simple::CGI::Environment v0.27;
    HTTP::Server::Simple::Mason v0.09;
    I18N::LangTags v0.33;
    I18N::LangTags::Detect v1.03;
    I18N::LangTags::List v0.29;
    integer v1.00;
    IO v1.21;
    IO::File v1.10;
    IO::Handle v1.24;
    IO::InnerFile v2.110;
    IO::Lines v2.110;
    IO::Scalar v2.110;
    IO::ScalarArray v2.110;
    IO::Seekable v1.09;
    IO::Wrap v2.110;
    IO::WrapTie v2.110;
    IPC::Open2 v1.01;
    IPC::Open3 v1.0106;
    lib v0.5565;
    List::Util v1.19;
    Locale::Maketext v1.09;
    Locale::Maketext::Fuzzy v0.02;
    Locale::Maketext::Lexicon v0.64;
    Locale::Maketext::Lexicon::Gettext v0.15;
    Log::Dispatch v2.18;
    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::Header v1.77;
    Mail::Internet v1.77;
    MIME::Base64 v3.01;
    MIME::Body v5.420;
    MIME::Decoder v5.420;
    MIME::Entity v5.420;
    MIME::Field::ContDisp v5.420;
    MIME::Field::ConTraEnc v5.420;
    MIME::Field::ContType v5.420;
    MIME::Field::ParamVal v5.420;
    MIME::Head v5.420;
    MIME::Parser v5.420;
    MIME::QuotedPrint v3.01;
    MIME::Tools v5.420;
    MIME::Words v5.420;
    Module::Versions::Report v1.03;
    overload v1.01;
    Params::Validate v0.88;
    PerlIO v1.03;
    PerlIO::encoding v0.07;
    POSIX v1.08;
    re v0.04;
    Regexp::Common v2.120;
    Regexp::Common::_support v2.101;
    Regexp::Common::balanced v2.101;
    Regexp::Common::CC v2.100;
    Regexp::Common::comment v2.116;
    Regexp::Common::delimited v2.104;
    Regexp::Common::lingua v2.105;
    Regexp::Common::list v2.103;
    Regexp::Common::net v2.105;
    Regexp::Common::number v2.108;
    Regexp::Common::profanity v2.104;
    Regexp::Common::SEN v2.102;
    Regexp::Common::URI v2.108;
    Regexp::Common::URI::fax v2.100;
    Regexp::Common::URI::file v2.100;
    Regexp::Common::URI::ftp v2.101;
    Regexp::Common::URI::gopher v2.100;
    Regexp::Common::URI::http v2.101;
    Regexp::Common::URI::news v2.100;
    Regexp::Common::URI::pop v2.100;
    Regexp::Common::URI::prospero v2.100;
    Regexp::Common::URI::RFC1035 v2.100;
    Regexp::Common::URI::RFC1738 v2.104;
    Regexp::Common::URI::RFC1808 v2.100;
    Regexp::Common::URI::RFC2384 v2.102;
    Regexp::Common::URI::RFC2396 v2.100;
    Regexp::Common::URI::RFC2806 v2.100;
    Regexp::Common::URI::tel v2.100;
    Regexp::Common::URI::telnet v2.100;
    Regexp::Common::URI::tv v2.100;
    Regexp::Common::URI::wais v2.100;
    Regexp::Common::whitespace v2.103;
    Regexp::Common::zip v2.112;
    RT v3.4.5;
    RT::Interface::Email v1.02;
    Scalar::Util v1.19;
    SelectSaver v1.00;
    Socket v1.77;
    Storable v2.13;
    strict v1.03;
    Symbol v1.05;
    Sys::Hostname v1.11;
    Sys::Syslog v0.08;
    Text::Autoformat v1.13;
    Text::Quoted v2.02;
    Text::Reform v1.11;
    Text::Tabs v98.112801;
    Text::Template v1.44;
    Text::Wrapper v1.01;
    Time::HiRes v1.9707;
    Time::JulianDay v2003.1125;
    Time::Local v1.1;
    Time::ParseDate v2006.0814;
    Time::Timezone v2006.0814;
    Tree::Simple v1.17;
    URI::Escape v3.28;
    utf8 v1.04;
    vars v1.01;
    warnings v1.03;
    warnings::register v1.00;
    XSLoader v0.02;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/opt/rt3
RT::BinPath 	/opt/rt3/bin
RT::CORE_CONFIG_FILE 	/opt/rt3/etc/RT_Config.pm
RT::CommentAddress 	rwcanary at ocdirect.net
RT::CorrespondAddress 	rwcanary at ocdirect.net
RT::DatabaseHost 	localhost
RT::DatabaseName 	rt3
RT::DatabasePassword 	Password not printed
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	rt_admin
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>',
'<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	/opt/rt3/etc
RT::FriendlyFromLineFormat 	"%s via OCDirect Ticket Request" <%s>
RT::FriendlyToLineFormat 	"%s of ocdirect.net Ticket #%s":;
RT::LinkTransactionsRun1Scrip 	1
RT::LocalEtcPath 	/opt/rt3/local/etc
RT::LocalLexiconPath 	/opt/rt3/local/po
RT::LocalPath 	/opt/rt3/local
RT::LogDir 	/var/log/rt
RT::LogToFile 	1
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/opt/rt3/share/html
RT::MasonDataDir 	/opt/rt3/var/mason_data
RT::MasonLocalComponentRoot 	/opt/rt3/local/html
RT::MasonSessionDir 	/opt/rt3/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::MyRequestsLength 	10
RT::MyTicketsLength 	10
RT::Organization 	ocdirect.net
RT::OwnerEmail 	rwcanary at ocdirect.net
RT::RTAddressRegexp 	^rt\@ocdirect.net$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	1
RT::SITE_CONFIG_FILE 	/opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/sbin/sendmail
RT::Timezone 	US/Central
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.4.5
RT::VarPath 	/opt/rt3/var
RT::WebBaseURL 	http://mchn37.ocdirect.net:4400
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/NoAuth/images/
RT::WebURL 	http://mchn37.ocdirect.net:4400/
RT::rtname 	ocdirect.net
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
    Platform:
      osname=linux, osvers=2.6.9-55.0.9.elsmp,
archname=i386-linux-thread-multi
      uname='linux hs20-bc1-5.build.redhat.com 2.6.9-55.0.9.elsmp #1 smp
tue sep 25 02:16:15 edt 2007 i686 i686 i386 gnulinux '
      config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386
-mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost
-Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc.
-Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
-Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio
-Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less
-isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0'
      hint=recommended, useposix=true, d_sigaction=define
      usethreads=define use5005threads=undef useithreads=define
usemultiplicity=define
      useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
      use64bitint=undef use64bitall=undef uselongdouble=undef
      usemymalloc=n, bincompat5005=undef
    Compiler:
      cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
      optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4',
      cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm'
      ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-8)',
gccosandvers=''
      intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
      d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
      ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
lseeksize=8
      alignbytes=4, prototype=define
    Linker and Libraries:
      ld='gcc', ldflags =' -L/usr/local/lib'
      libpth=/usr/local/lib /lib /usr/lib
      libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
      perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
      libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so
      gnulibc_version='2.3.4'
    Dynamic Linking:
      dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
-Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE'
      cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'



_______________________________________________
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





From thomas.hecker at ffpr.de  Tue Mar 25 03:21:16 2008
From: thomas.hecker at ffpr.de (Thomas Hecker)
Date: Tue, 25 Mar 2008 08:21:16 +0100
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <47DE53D3.6000809@gmail.com>
Message-ID: <C40E667C.5A4B%thomas.hecker@ffpr.de>

Hi Everybody,

well fist of all - thanks for this topic. You all made my day, because for
the moment my performance problem seems to be fixed. I had the same problem
with the owner-dropdown getting bigger and bogger ower time.

In my case the problem was the inside the main queue we use for first level
support the unprivileged user group had the "own ticket" permisson right
(don't ask me why). So my mistake was, that when i was looking for wrong
userpermissions i only looked at the users and the groups, not the queues.

So mayby some of you won't need to do some quick hackings, simply check the
permission of your queues.

Greetings
Thomas



Am 17.03.2008 12:19 Uhr schrieb "Mathew" unter <mathew.snyder at gmail.com>:

> You shouldn't have had to write a patch to fix the immense user drop
> down.  I've created queues with matching groups and assigned the own
> ticket right to only the groups that correspond to each queue.
> 
> The Everyone group only has CreateTicket on two public facing queues
> (all others are available for correspondence but not ticket creation),
> Priveleged Users has all the major rights which all users require across
> all queues and Unprivileged Users has only rights which customers would
> need to interact with a ticket.
> 
> This has provide more than enough lock down to keep users created by
> spam out of our drop down.
> 
> Mathew
> 
> Ham MI-ID, Torsten Brumm wrote:
>> Hi Mathew, Richard,
>> I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday
>> evening (rolled back to 3.6.5).
>> 
>> To your Problem:
>> 
>> If you open the Search Builder menu, it takes a long time to build the
>> page.?!? Have a loko into the owner dropdown menu. Did you find there more
>> people as expacted? In my case i find a lot of people there, more than have
>> the rights to own tickets in the queues.
>> 
>> I have NOT SET the OwnTickets right globally !!!! And now it will be very
>> strange at my Live systems (and test box too).
>> 
>> Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!!
>> 
>> OK, what i have tested:
>> 
>> Logged in as normal user with rights to 3 Queues.
>> 
>> This queues have per queue 5 people with the right to own a ticket here. (so
>> i looked for 15 people inside the owner dropdown) but i got a list of round
>> about several thousands!!!
>> 
>> OK to fix it fast:
>> 
>> Here is my diff to the /share/html/Search/Elements/PickBasics
>> 
>> root at bruchtal-www3:/opt/rt3/local/html/Search/Elements# diff
>> /opt/rt3/local/html/Search/Elements/PickBasics
>> /opt/rt3/share/html/Search/Elements/PickBasics
>> 111,112c113
>> < <input name="ValueOfActor">
>> < %#<& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute =>
>> 'Name' &>
>> ---
>>> <& /Elements/SelectOwner, Name => "ValueOfActor", ValueAttribute => 'Name'
>>> &>
>> 
>> OK, it's replacing the SelectOwner Dropdown, which is not working well here
>> with a noremal input box.
>> 
>> This speeds up the Searchbuilder a lot!
>> 
>> Btw. This "Problem" with the Owner Dropdown inside the searchbuilder we have
>> since RT 3.4.x and it is not working well since this time.
>> 
>> Hope this helps.
>> Torsten 
>> 
>> 
>> 
>> K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.),
>> Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark
>> Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen,
>> Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich
>> haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg
>> Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>> 
>> 
>> -----Urspr?ngliche Nachricht-----
>> Von: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Mathew
>> Gesendet: Montag, 17. M?rz 2008 11:06
>> An: Richard Ellis
>> Cc: rt-users at lists.bestpractical.com
>> Betreff: Re: [rt-users] RT 3.6.4 poor query performance
>> 
>> Well, in that case, I recommend witchcraft. ;)
>> 
>> Mathew
>> 
>> Richard Ellis wrote:
>>> Hi All,
>>> 
>>> We have upgraded to 3.6.6 over the weekend and also run some
>>> optimisation against the database but performance is still very poor.
>>> 
>>> I have looked at RTx::RightMatrix and Everyone definately does not
>>> have OwnTickets rights unless that is lying to me, which I doubt.
>>> I've used the tuning-primer.sh script to do some tuning and
>>> performance has improved somewhat, as query builder now only take 300
>>> seconds average to load instead of 400, but it is still unusable which
>>> is frustrating the users. It's going to take another 36 hours before I
>>> can check how the optimisation is going.
>>> 
>>> I couldn't get the MySQLTuner to run, but I'll take a look at the perl
>>> this week if I get a chance.
>>> 
>>> If anyone else has any ideas at all, I'm open to suggestions,
>>> including witchcraft :)
>>> 
>>> Richard
>>> 
>> 
>> --
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>> _______________________________________________
>> 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
>> 




From Richard.Ellis at Sun.COM  Tue Mar 25 05:14:31 2008
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Tue, 25 Mar 2008 09:14:31 +0000
Subject: [rt-users] RT 3.6.4 poor query performance
In-Reply-To: <589c94400803200940x5401e4a5y190a0fec8af20f0b@mail.gmail.com>
References: <4C15DABF-F60E-43FC-95BB-9A675F70F0DC@bestpractical.com>
	<47DFEC15.8030304@sun.com>
	<1379F0BA-F139-4A18-A669-AC9F37A86538@bestpractical.com>
	<47DFEE6C.1000203@sun.com>
	<589c94400803181402w6168984dw63a9105d9e3d4d2d@mail.gmail.com>
	<47E0D3B5.8080707@sun.com>
	<589c94400803190804rd82886le885bb7309f49da7@mail.gmail.com>
	<47E13DD6.2020503@sun.com>
	<589c94400803191002g57401916u775f7c62d68dbbc6@mail.gmail.com>
	<47E14EF8.1000404@sun.com>
	<589c94400803200940x5401e4a5y190a0fec8af20f0b@mail.gmail.com>
Message-ID: <47E8C277.5040300@sun.com>

Hi Ruslan,

I have changed those indexes this morning and will monitor the results 
today. I created the second new index as CGM2 to prevent the system 
complaining about duplicate keys.

Thanks

Richard

Ruslan Zakirov wrote:
> 4 seconds is still slow, but better than 100-400.
>
> About your indexes. You can and I really suggest to delete the
> following indexes on CGM table:
> * DROP INDEX GrouMem ON CachedGroupMembers;
> * DROP INDEX group1 ON CachedGroupMembers;
> * DROP INDEX member1 ON CachedGroupMembers;
>
> And instead create indexes:
> CREATE INDEX CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);
> CREATE INDEX CGM1 ON CachedGroupMembers(MemberId, ImmediateParentId);
>
> Both will be part of 3.8's schema update.
>
> On Wed, Mar 19, 2008 at 8:35 PM, Richard Ellis <Richard.Ellis at sun.com> wrote:
>   
>>  Hi Ruslan,
>>
>>  You are a genius. Response time for the Query Builder is now back to 4
>> seconds which is good enough for me :0.
>>
>>  Thanks to all your team for all the efforts to work out what was wrong.
>>
>>
>>  Thanks
>>
>>  Richard
>>
>>
>>  Ruslan Zakirov wrote:
>>
>>  Hey, Rechard, the latest results suggest me that we've saddled this
>> beast :) at least that what explain says and I hope it's correct.
>>
>> You can check that query again and it should be fast. Wanna try?
>>
>> You can use SELECT SQL_NO_CACHE ... to make sure it's reproducible and
>> is not cache hit.
>>
>>
>>
>> On Wed, Mar 19, 2008 at 7:22 PM, Richard Ellis <Richard.Ellis at sun.com>
>> wrote:
>>
>>
>>  Hi Ruslan,
>>
>>  here's the two sets of results.
>>
>>
>>  Thanks
>>
>>  Richard
>>
>>
>>
>>
>>     
>
>
>
>   

-- 
Sun.com <http://www.sun.com> 	* Richard Ellis *
Technical Developer, .Sun eBusiness

*Sun Microsystems, Inc.*
Phone x(70) 24727/+44-1252-424 727
Fax +44 1252 420410
Email richard.ellis at Sun.COM
	sun.com

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From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 25 08:26:23 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 25 Mar 2008 08:26:23 -0400
Subject: [rt-users] Not sending Email and Tools menu failure
In-Reply-To: <47E88874.1030805@ocdirect.net>
References: <47E88874.1030805@ocdirect.net>
Message-ID: <47E8EF6F.6090701@ucrwcu.rwc.uc.edu>

Force install Scalar::Util from CPAN.  RedHat compiles it with the wrong 
options.

Robert Canary wrote:
> I am get this error when I click on Tools.
>
> Also, RT has stopped sending out emails.  I am 99% sure these are 
> related.  It was working fine, however, I don't know if RedHat updates 
> broke RT or what broke it.  This is all I can find.
>
> error:   	Undefined subroutine &Scalar::Util::weaken called at
> /opt/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:  	/opt/rt3/lib/RT/Action/Generic.pm:108
> /opt/rt3/lib/RT/Action/Generic.pm:80
> /opt/rt3/share/html/Tools/Offline.html:107
> /opt/rt3/share/html/autohandler:215
>
>
> The System Configuration:
> Perl v5.8.5 under linux
>     Apache::Session v1.83;
>     Apache::Session::Generate::MD5 v2.1;
>     Apache::Session::Lock::MySQL v1.00;
>     Apache::Session::MySQL v1.01;
>     Apache::Session::Serialize::Storable v1.00;
>     Apache::Session::Store::DBI v1.02;
>     Apache::Session::Store::MySQL v1.04;
>     AutoLoader v5.60;
>     base v2.06;
>     Benchmark v1.06;
>     bytes v1.01;
>     Cache::Simple::TimedExpiry v0.27;
>     Carp v1.03;
>     CGI v3.05;
>     CGI::Cookie v1.24;
>     CGI::Util v1.5;
>     Class::Container v0.12;
>     Class::Data::Inheritable v0.06;
>     Class::ReturnValue v0.53;
>     Clone v0.23;
>     constant v1.04;
>     Cwd v2.19;
>     Data::Dumper v2.121;
>     DBD::mysql v2.9004;
>     DBI v1.57;
>     DBIx::SearchBuilder v1.48;
>     DBIx::SearchBuilder::Union v0;
>     DBIx::SearchBuilder::Unique v0.01;
>     Devel::StackTrace v1.15;
>     Devel::StackTraceFrame v0.6;
>     Digest::base v1.00;
>     Digest::MD5 v2.33;
>     DynaLoader v1.05;
>     Encode v2.01;
>     Encode::Alias v2.00;
>     Encode::Config v2.00;
>     Encode::Encoding v2.00;
>     Errno v1.09;
>     Exception::Class v1.23;
>     Exception::Class::Base v1.2;
>     Exporter v5.58;
>     Exporter::Heavy v5.58;
>     Fcntl v1.05;
>     File::Basename v2.73;
>     File::Glob v1.03;
>     File::Path v1.06;
>     File::Spec v3.25;
>     File::Spec::Unix v1.5;
>     File::Temp v0.14;
>     FileHandle v2.01;
>     Hook::LexWrap v0.20;
>     HTML::Entities v1.35;
>     HTML::Mason v1.36;
>     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;
>     HTTP::Server::Simple v0.27;
>     HTTP::Server::Simple::CGI v0.27;
>     HTTP::Server::Simple::CGI::Environment v0.27;
>     HTTP::Server::Simple::Mason v0.09;
>     I18N::LangTags v0.33;
>     I18N::LangTags::Detect v1.03;
>     I18N::LangTags::List v0.29;
>     integer v1.00;
>     IO v1.21;
>     IO::File v1.10;
>     IO::Handle v1.24;
>     IO::InnerFile v2.110;
>     IO::Lines v2.110;
>     IO::Scalar v2.110;
>     IO::ScalarArray v2.110;
>     IO::Seekable v1.09;
>     IO::Wrap v2.110;
>     IO::WrapTie v2.110;
>     IPC::Open2 v1.01;
>     IPC::Open3 v1.0106;
>     lib v0.5565;
>     List::Util v1.19;
>     Locale::Maketext v1.09;
>     Locale::Maketext::Fuzzy v0.02;
>     Locale::Maketext::Lexicon v0.64;
>     Locale::Maketext::Lexicon::Gettext v0.15;
>     Log::Dispatch v2.18;
>     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::Header v1.77;
>     Mail::Internet v1.77;
>     MIME::Base64 v3.01;
>     MIME::Body v5.420;
>     MIME::Decoder v5.420;
>     MIME::Entity v5.420;
>     MIME::Field::ContDisp v5.420;
>     MIME::Field::ConTraEnc v5.420;
>     MIME::Field::ContType v5.420;
>     MIME::Field::ParamVal v5.420;
>     MIME::Head v5.420;
>     MIME::Parser v5.420;
>     MIME::QuotedPrint v3.01;
>     MIME::Tools v5.420;
>     MIME::Words v5.420;
>     Module::Versions::Report v1.03;
>     overload v1.01;
>     Params::Validate v0.88;
>     PerlIO v1.03;
>     PerlIO::encoding v0.07;
>     POSIX v1.08;
>     re v0.04;
>     Regexp::Common v2.120;
>     Regexp::Common::_support v2.101;
>     Regexp::Common::balanced v2.101;
>     Regexp::Common::CC v2.100;
>     Regexp::Common::comment v2.116;
>     Regexp::Common::delimited v2.104;
>     Regexp::Common::lingua v2.105;
>     Regexp::Common::list v2.103;
>     Regexp::Common::net v2.105;
>     Regexp::Common::number v2.108;
>     Regexp::Common::profanity v2.104;
>     Regexp::Common::SEN v2.102;
>     Regexp::Common::URI v2.108;
>     Regexp::Common::URI::fax v2.100;
>     Regexp::Common::URI::file v2.100;
>     Regexp::Common::URI::ftp v2.101;
>     Regexp::Common::URI::gopher v2.100;
>     Regexp::Common::URI::http v2.101;
>     Regexp::Common::URI::news v2.100;
>     Regexp::Common::URI::pop v2.100;
>     Regexp::Common::URI::prospero v2.100;
>     Regexp::Common::URI::RFC1035 v2.100;
>     Regexp::Common::URI::RFC1738 v2.104;
>     Regexp::Common::URI::RFC1808 v2.100;
>     Regexp::Common::URI::RFC2384 v2.102;
>     Regexp::Common::URI::RFC2396 v2.100;
>     Regexp::Common::URI::RFC2806 v2.100;
>     Regexp::Common::URI::tel v2.100;
>     Regexp::Common::URI::telnet v2.100;
>     Regexp::Common::URI::tv v2.100;
>     Regexp::Common::URI::wais v2.100;
>     Regexp::Common::whitespace v2.103;
>     Regexp::Common::zip v2.112;
>     RT v3.4.5;
>     RT::Interface::Email v1.02;
>     Scalar::Util v1.19;
>     SelectSaver v1.00;
>     Socket v1.77;
>     Storable v2.13;
>     strict v1.03;
>     Symbol v1.05;
>     Sys::Hostname v1.11;
>     Sys::Syslog v0.08;
>     Text::Autoformat v1.13;
>     Text::Quoted v2.02;
>     Text::Reform v1.11;
>     Text::Tabs v98.112801;
>     Text::Template v1.44;
>     Text::Wrapper v1.01;
>     Time::HiRes v1.9707;
>     Time::JulianDay v2003.1125;
>     Time::Local v1.1;
>     Time::ParseDate v2006.0814;
>     Time::Timezone v2006.0814;
>     Tree::Simple v1.17;
>     URI::Escape v3.28;
>     utf8 v1.04;
>     vars v1.01;
>     warnings v1.03;
>     warnings::register v1.00;
>     XSLoader v0.02;
>
>
>
> RT Variables
> RT::AmbiguousDayInPast 	1
> RT::BasePath 	/opt/rt3
> RT::BinPath 	/opt/rt3/bin
> RT::CORE_CONFIG_FILE 	/opt/rt3/etc/RT_Config.pm
> RT::CommentAddress 	rwcanary at ocdirect.net
> RT::CorrespondAddress 	rwcanary at ocdirect.net
> RT::DatabaseHost 	localhost
> RT::DatabaseName 	rt3
> RT::DatabasePassword 	Password not printed
> RT::DatabaseRTHost 	localhost
> RT::DatabaseType 	mysql
> RT::DatabaseUser 	rt_admin
> RT::DateDayBeforeMonth 	1
> RT::DefaultSearchResultFormat 	'<B><A
> HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
> HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
> Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
> '<small>__ToldRelative__</small>',
> '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
> RT::EmailOutputEncoding 	utf-8
> RT::EtcPath 	/opt/rt3/etc
> RT::FriendlyFromLineFormat 	"%s via OCDirect Ticket Request" <%s>
> RT::FriendlyToLineFormat 	"%s of ocdirect.net Ticket #%s":;
> RT::LinkTransactionsRun1Scrip 	1
> RT::LocalEtcPath 	/opt/rt3/local/etc
> RT::LocalLexiconPath 	/opt/rt3/local/po
> RT::LocalPath 	/opt/rt3/local
> RT::LogDir 	/var/log/rt
> RT::LogToFile 	1
> RT::LogToFileNamed 	rt.log
> RT::LogToScreen 	error
> RT::LogToSyslog 	debug
> RT::LogoURL 	/NoAuth/images/bplogo.gif
> RT::LoopsToRTOwner 	1
> RT::MailCommand 	sendmailpipe
> RT::MasonComponentRoot 	/opt/rt3/share/html
> RT::MasonDataDir 	/opt/rt3/var/mason_data
> RT::MasonLocalComponentRoot 	/opt/rt3/local/html
> RT::MasonSessionDir 	/opt/rt3/var/session_data
> RT::MaxAttachmentSize 	10000000
> RT::MaxInlineBody 	13456
> RT::MessageBoxWidth 	72
> RT::MessageBoxWrap 	HARD
> RT::MinimumPasswordLength 	5
> RT::MyRequestsLength 	10
> RT::MyTicketsLength 	10
> RT::Organization 	ocdirect.net
> RT::OwnerEmail 	rwcanary at ocdirect.net
> RT::RTAddressRegexp 	^rt\@ocdirect.net$
> RT::RecordOutgoingEmail 	1
> RT::RedistributeAutoGeneratedMessages 	1
> RT::SITE_CONFIG_FILE 	/opt/rt3/etc/RT_SiteConfig.pm
> RT::SendmailArguments 	-oi -t
> RT::SendmailBounceArguments 	-f "<>"
> RT::SendmailPath 	/usr/sbin/sendmail
> RT::Timezone 	US/Central
> RT::UseFriendlyFromLine 	1
> RT::VERSION 	3.4.5
> RT::VarPath 	/opt/rt3/var
> RT::WebBaseURL 	http://mchn37.ocdirect.net:4400
> RT::WebFlushDbCacheEveryRequest 	1
> RT::WebImagesURL 	/NoAuth/images/
> RT::WebURL 	http://mchn37.ocdirect.net:4400/
> RT::rtname 	ocdirect.net
> Perl configuration
>
> Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
>     Platform:
>       osname=linux, osvers=2.6.9-55.0.9.elsmp,
> archname=i386-linux-thread-multi
>       uname='linux hs20-bc1-5.build.redhat.com 2.6.9-55.0.9.elsmp #1 smp
> tue sep 25 02:16:15 edt 2007 i686 i686 i386 gnulinux '
>       config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386
> -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost
> -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc.
> -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
> -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads
> -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db
> -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio
> -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less
> -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0'
>       hint=recommended, useposix=true, d_sigaction=define
>       usethreads=define use5005threads=undef useithreads=define
> usemultiplicity=define
>       useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>       use64bitint=undef use64bitall=undef uselongdouble=undef
>       usemymalloc=n, bincompat5005=undef
>     Compiler:
>       cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
> -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE
> -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
>       optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4',
>       cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
> -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm'
>       ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-8)',
> gccosandvers=''
>       intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>       d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>       ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
> lseeksize=8
>       alignbytes=4, prototype=define
>     Linker and Libraries:
>       ld='gcc', ldflags =' -L/usr/local/lib'
>       libpth=/usr/local/lib /lib /usr/lib
>       libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
>       perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
>       libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so
>       gnulibc_version='2.3.4'
>     Dynamic Linking:
>       dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
> -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE'
>       cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'
>
>
>
> _______________________________________________
> 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
>
>
>
> _______________________________________________
> 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
>   


From F350bidon at yahoo.com  Tue Mar 25 09:06:42 2008
From: F350bidon at yahoo.com (F350)
Date: Tue, 25 Mar 2008 06:06:42 -0700 (PDT)
Subject: [rt-users] Re solved scrip problem
Message-ID: <16174370.post@talk.nabble.com>


Greetings, 
I set up a group called "All queues" with some members inside. These members
are supposed to have read and write rights globally on all the queues just
like the members of each queue. The problem is that when a member of the
"All queues" group resolves a ticket, the scrip "Resolved" is not excecuted
therefore the resolved template email is not sent. However, the scrip is
excuted when a member of a queue resolves a ticket. Am i missing something ?
even if i give "superUser" rights globally for the "All queues" group, the
scrip is still not excuted. Thx for your help
-- 
View this message in context: http://www.nabble.com/Resolved-scrip-problem-tp16174370p16174370.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From fabric at northwestern.edu  Tue Mar 25 09:24:44 2008
From: fabric at northwestern.edu (Chris Fabri)
Date: Tue, 25 Mar 2008 08:24:44 -0500
Subject: [rt-users] Refresh rate on RT at a glance page
In-Reply-To: <6.2.1.2.2.20080324155058.06765af0@mail.sdsu.edu>
References: <6.2.1.2.2.20080324155058.06765af0@mail.sdsu.edu>
Message-ID: <47E8FD1C.5040405@northwestern.edu>

On 3/24/08 5:58 PM, Gene LeDuc wrote:
> Hi All,
> 
> Is there an easy (or not so easy) way to set the default refresh on the "RT 
> at a glance" page from "Don't refresh this page" to some value like every 
> 20 minutes?  Can it be added to the personal preferences configuration so 
> that it's an individual choice?  This is v3.6.3.
> 
> Thanks,
> Gene
> 
> 
> 

I've tried several different solutions mentioned in the email archives, 
only one of which worked on 3.6.3.

The working solution was to modify the first line of 
/<RT_home>/share/html/index.html (or in a copy of index.html in the 
local RT tree, which is what I did) and change the last portion to just 
be a value in seconds:

<& /Elements/Header, Title=>loc("RT at a glance"), Refresh => '300' &>



The disadvantage with this solution is that it forces everybody to use 
the same refresh, and it can't be turned off by an individual - it 
overrides the choose-able refresh interval on a users page.  This wasn't 
an issue for my group.    chris





From PhilipHaworth at scoutsolutions.co.uk  Tue Mar 25 11:05:08 2008
From: PhilipHaworth at scoutsolutions.co.uk (Philip Haworth)
Date: Tue, 25 Mar 2008 15:05:08 -0000
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
In-Reply-To: <47E29D05.6060702@ucrwcu.rwc.uc.edu>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29D05.6060702@ucrwcu.rwc.uc.edu>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E647C2B60@s-wor-e-001.SCOUTSOFFICE.local>

Thanks for the reply Drew, I have read up the thread I think you are
refering to
(http://www.gossamer-threads.com/lists/rt/users/16448?search_string=Dirk
%20Pape%20fork;#16448), however this is not the issue.

My request for a threaded History view is just a visual display of
information - the ticket itself is still valid, it does not need forking
at all, there are no separate issues to deal with. This is just an issue
of visually associating a child comment in a ticket (that has been
created by clicking the 'comment' link of a parent comment) with the
parent comment.


Philip Haworth
Support Developer
Scout Solutions Software Ltd
01905 361 500
philiphaworth at scoutsolutions.co.uk
scoutclientsupport at scoutsolutions.co.uk


This E-mail and any attachments to it are strictly confidential and
intended solely for the addressee. It and they may contain information
which is covered by legal, professional, or other privilege. If you are
not the intended addressee, you must not disclose, forward, copy or take
any action in reliance on this E-mail or its attachments. If you have
received this E-mail in error, please notify the sender at Scout
Solutions on 01905 361 500 as soon as possible and delete this e-mail
immediately and destroy any hard copies of it.
Neither Scout Solutions nor the sender accepts any responsibility for
any virus that may be carried by this e-mail and it is the recipient's
responsibility to scan the e-mail and any attachments before opening
them.

If this e-mail is a personal communication, the views expressed in it
and in any attachments are personal, and unless otherwise explicitly
stated do not represent the views of Scout Solutions. 

Scout Solutions Software Limited is registered in England and Wales
number 4667857 and its registered office is Whittington Hall,
Whittington Road, Worcester WR5 2ZX


-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: 20 March 2008 17:21
To: Philip Haworth
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
history?

I have installed Dirk Pape's fork patch and just fork a new ticket in
this instance.  I then resolve the original and everything is still
preserved.

Philip Haworth wrote:
> Note: This is a second attempt to send this email after delivery 
> failure without a reason given for the first attempt.
>  
> Hello, I am currently testing Request Tracker in the hopes that it 
> will be the Issue Tracker system that the small company I work for 
> will settle with, to deal with support requests and then other uses as

> they would arise.
>  
> During working on one support ticket, I came across a minor issue: At 
> the moment I am storing emails from the client as Comments in the 
> ticket, and I had generated a fair number of History items for the 
> ticket I was working on. I found that the client had send a second 
> email clarifying her original support request, straight after the 
> original email had been sent - however as I wasn't aware of this email

> at the time, it hadn't been added to the ticket straight after the 
> opening comment of her original email. I then used the Comment link of

> the opening comment in order to indicate that the original email has 
> been superseded with this new email; entered the email in then 
> submitted the Comment. Unfortunately this comment was the appended to 
> the end of the History list for the current ticket - this wasn't what 
> I was after.
>  
> I wanted the comment I added to be displayed under the original 
> comment to indicate that it was a 'reply' to the original comment - 
> otherwise someone having a quick overview of the ticket might not 
> realise that the client had sent a second email clarifying her first.
>  
> Basically I'm after a threaded view of the relationship between the 
> ticket comments (as used in Newsgroups), when I use the specialised 
> Comment links rather than the overall ticket Comment link. Is this 
> something that's in RT's settings, or is it outside the current spec 
> of RT? Unfortunately I'm just a user of the system and don't have the 
> knowledge to program RT itself, but I can talk to the RT administrator

> if any required code changes are easy enough.
>  
> Thanks for any help.
>
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> ----------------------------------------------------------------------
> --
>
> _______________________________________________
> 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

______________________________________________________
This email has been scanned by the MessageLabs Email Security System.

______________________________________________________
This email has been scanned by the MessageLabs Email Security System.


From PhilipHaworth at scoutsolutions.co.uk  Tue Mar 25 11:03:40 2008
From: PhilipHaworth at scoutsolutions.co.uk (Philip Haworth)
Date: Tue, 25 Mar 2008 15:03:40 -0000
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E647C2B5E@s-wor-e-001.SCOUTSOFFICE.local>

I originally sent this email to Kenneth without realising he CC'd his
email to this mailing list, so I am sending this email to the list now:

 

Firstly, sorry for the delay in replying - last Friday was good Friday,
then the weekend, and this Monday being another bank holiday has lead to
a long delay in getting back to work.

FYI the failure email I got contained:

'This is the mail system at host diesel.bestpractical.com.

I'm sorry to have to inform you that your message could not be delivered
to one or more recipients. It's attached below.

For further assistance, please send mail to postmaster.

If you do so, please include this problem report. You can delete your
own text from the attached returned message.

The mail system

<rt-users at diesel.bestpractical.com> (expanded from

<rt-users at lists.bestpractical.com>): mail forwarding loop for

rt-users at diesel.bestpractical.com'

I remember getting an email saying my email had been successfully
received by the list; but then this one came later so I got a bit
confused.


The issue here isn't how I store the email content - as this is a test
installation of RT, I am currently dealing with emails through the
traditional support inbox, and then copying their contents over to
comments in tickets that I create in RT as part of this test.
Autocreation of tickets via emailing RT has already been successfully
tested, but this will only be brought into action fully when the
decision is made to move support email address to RT, so for now I'll
still be using comments.

The issue is merely how comments (and presumably replies) are displayed
to the user in the ticket's history. If I create a 'reply' to a comment
(note: this is not a reply in RT parlance, i.e. a reply email to the
ticket; but creation of a comment by clicking a particular comment's
'comment' link), I expect History to have a view that visually
associates this comment 'reply' with the original comment. I have
attached a gif illustration of what I mean
.

Philip Haworth
Support Developer
Scout Solutions Software Ltd
01905 361 500
philiphaworth at scoutsolutions.co.uk
<mailto:philiphaworth at scoutsolutions.co.uk> 
scoutclientsupport at scoutsolutions.co.uk
<mailto:scoutclientsupport at scoutsolutions.co.uk> 


This E-mail and any attachments to it are strictly confidential and
intended solely for the addressee. It and they may contain information
which is covered by legal, professional, or other privilege. If you are
not the intended addressee, you must not disclose, forward, copy or take
any action in reliance on this E-mail or its attachments. If you have
received this E-mail in error, please notify the sender at Scout
Solutions on 01905 361 500 as soon as possible and delete this e-mail
immediately and destroy any hard copies of it.
Neither Scout Solutions nor the sender accepts any responsibility for
any virus that may be carried by this e-mail and it is the recipient's
responsibility to scan the e-mail and any attachments before opening
them.

If this e-mail is a personal communication, the views expressed in it
and in any attachments are personal, and unless otherwise explicitly
stated do not represent the views of Scout Solutions. 

Scout Solutions Software Limited is registered in England and Wales
number 4667857 and its registered office is Whittington Hall,
Whittington Road, Worcester WR5 2ZX

 

-----Original Message-----

From: Kenneth Crocker [mailto:KFCrocker at lbl.gov
<mailto:KFCrocker at lbl.gov> ]

Sent: 20 March 2008 17:01

To: Philip Haworth

Cc: rt-users at lists.bestpractical.com

Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
history?

Philip,

 

I received your email yesterday, so the failure notice you got didn't
stop your email from getting to the user's group.

I'm not sure what advantage you get from altering the way RT stores it's
replies. Both are part of ticket history and both have separate rights
control of what a user can see in that history (you can set it so a user
can see neither, either, or both). You can also alter the chronology
from ascending to descending. I suppose it's my lack of understanding of
how your method is supposed to be better than the built-in abilities
that RT has that keeps me from being able to help you accurately. So,
let me ask; what is the supposed advantage of storing an email as a
comment as opposed to leaving it be? Why does the requestor sending a
second, clarifying email upset the apple cart? With those answers, I
might be able to steer you in an acceptable direction.

 

Kenn

LBNL

 

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From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 25 11:49:11 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 25 Mar 2008 11:49:11 -0400
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E647C2B60@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29D05.6060702@ucrwcu.rwc.uc.edu>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B60@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <47E91EF7.9030606@ucrwcu.rwc.uc.edu>

Re-reading your original, I think I see where our minds got crossed.  I 
originally read it as a client clarifying her original request in an 
email into your RT box, after you had already commented.

Upon re-reading, it now seems that she is emailing you and you are 
copy/pasting her emails into the ticket history.  As a result, my fork 
solution will not work since you are putting her comments into the history.

Is there a reason you are not corresponding directly through RT?  This 
is where, if a clarification comes in and it changes the ticket in such 
a way that your previous comments no longer make sense, you could fork 
it to a new one and disregard the older comments that no longer apply.


Philip Haworth wrote:
> Thanks for the reply Drew, I have read up the thread I think you are
> refering to
> (http://www.gossamer-threads.com/lists/rt/users/16448?search_string=Dirk
> %20Pape%20fork;#16448), however this is not the issue.
>
> My request for a threaded History view is just a visual display of
> information - the ticket itself is still valid, it does not need forking
> at all, there are no separate issues to deal with. This is just an issue
> of visually associating a child comment in a ticket (that has been
> created by clicking the 'comment' link of a parent comment) with the
> parent comment.
>
>
> Philip Haworth
> Support Developer
> Scout Solutions Software Ltd
> 01905 361 500
> philiphaworth at scoutsolutions.co.uk
> scoutclientsupport at scoutsolutions.co.uk
>
>
> This E-mail and any attachments to it are strictly confidential and
> intended solely for the addressee. It and they may contain information
> which is covered by legal, professional, or other privilege. If you are
> not the intended addressee, you must not disclose, forward, copy or take
> any action in reliance on this E-mail or its attachments. If you have
> received this E-mail in error, please notify the sender at Scout
> Solutions on 01905 361 500 as soon as possible and delete this e-mail
> immediately and destroy any hard copies of it.
> Neither Scout Solutions nor the sender accepts any responsibility for
> any virus that may be carried by this e-mail and it is the recipient's
> responsibility to scan the e-mail and any attachments before opening
> them.
>
> If this e-mail is a personal communication, the views expressed in it
> and in any attachments are personal, and unless otherwise explicitly
> stated do not represent the views of Scout Solutions. 
>
> Scout Solutions Software Limited is registered in England and Wales
> number 4667857 and its registered office is Whittington Hall,
> Whittington Road, Worcester WR5 2ZX
>
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
> Sent: 20 March 2008 17:21
> To: Philip Haworth
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
> history?
>
> I have installed Dirk Pape's fork patch and just fork a new ticket in
> this instance.  I then resolve the original and everything is still
> preserved.
>
> Philip Haworth wrote:
>   
>> Note: This is a second attempt to send this email after delivery 
>> failure without a reason given for the first attempt.
>>  
>> Hello, I am currently testing Request Tracker in the hopes that it 
>> will be the Issue Tracker system that the small company I work for 
>> will settle with, to deal with support requests and then other uses as
>>     
>
>   
>> they would arise.
>>  
>> During working on one support ticket, I came across a minor issue: At 
>> the moment I am storing emails from the client as Comments in the 
>> ticket, and I had generated a fair number of History items for the 
>> ticket I was working on. I found that the client had send a second 
>> email clarifying her original support request, straight after the 
>> original email had been sent - however as I wasn't aware of this email
>>     
>
>   
>> at the time, it hadn't been added to the ticket straight after the 
>> opening comment of her original email. I then used the Comment link of
>>     
>
>   
>> the opening comment in order to indicate that the original email has 
>> been superseded with this new email; entered the email in then 
>> submitted the Comment. Unfortunately this comment was the appended to 
>> the end of the History list for the current ticket - this wasn't what 
>> I was after.
>>  
>> I wanted the comment I added to be displayed under the original 
>> comment to indicate that it was a 'reply' to the original comment - 
>> otherwise someone having a quick overview of the ticket might not 
>> realise that the client had sent a second email clarifying her first.
>>  
>> Basically I'm after a threaded view of the relationship between the 
>> ticket comments (as used in Newsgroups), when I use the specialised 
>> Comment links rather than the overall ticket Comment link. Is this 
>> something that's in RT's settings, or is it outside the current spec 
>> of RT? Unfortunately I'm just a user of the system and don't have the 
>> knowledge to program RT itself, but I can talk to the RT administrator
>>     
>
>   
>> if any required code changes are easy enough.
>>  
>> Thanks for any help.
>>
>> ______________________________________________________
>> This email has been scanned by the MessageLabs Email Security System.
>> ----------------------------------------------------------------------
>> --
>>
>> _______________________________________________
>> 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
>>     
>
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
>
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
>   


From KFCrocker at lbl.gov  Tue Mar 25 12:43:27 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 Mar 2008 09:43:27 -0700
Subject: [rt-users] Re solved scrip problem
In-Reply-To: <16174370.post@talk.nabble.com>
References: <16174370.post@talk.nabble.com>
Message-ID: <47E92BAF.90408@lbl.gov>

F350,


	Would you mind providing some info? What is the Condition and Action on 
the scrip in question. Do you use a special Template? Can you list the 
rights you gave the "Global" group as opposed to the Group of primary 
users of the queue? thanks.


Kenn
LBNL

On 3/25/2008 6:06 AM, F350 wrote:
> Greetings, 
> I set up a group called "All queues" with some members inside. These members
> are supposed to have read and write rights globally on all the queues just
> like the members of each queue. The problem is that when a member of the
> "All queues" group resolves a ticket, the scrip "Resolved" is not excecuted
> therefore the resolved template email is not sent. However, the scrip is
> excuted when a member of a queue resolves a ticket. Am i missing something ?
> even if i give "superUser" rights globally for the "All queues" group, the
> scrip is still not excuted. Thx for your help



From peter.musolino at dbzco.com  Tue Mar 25 13:25:09 2008
From: peter.musolino at dbzco.com (Musolino, Peter)
Date: Tue, 25 Mar 2008 17:25:09 -0000
Subject: [rt-users]   RT and mysql 5.0 segfault
Message-ID: <FAB39ED719F3E843B628474ABD64FE9C01C98306@ex6.london.dbzco.com>

A bit of info about the env:
RHEL4.6_i386
RT version 3.6.6
Apache 2.0.52-38
MySQL-standard 5.0.24a-0

After a bit of stracing the running httpd processes, I found some
information leading up to the segfault.

munmap(0xb7f6d000, 4096)                = 0
rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
socket(PF_FILE, SOCK_STREAM, 0)         = 1
fcntl64(1, F_GETFL)                     = 0x2 (flags O_RDWR)
connect(1, {sa_family=AF_FILE, path="/var/lib/mysql/mysql.sock"}, 110) =
0
setsockopt(1, SOL_IP, IP_TOS, [8], 4)   = -1 EOPNOTSUPP (Operation not
supported)
setsockopt(1, SOL_SOCKET, SO_KEEPALIVE, [1], 4) = 0
read(1, ">\0\0\0", 4)                   = 4
read(1, "\n5.0.24a-standard\0\304\224\0\0-gCVdwJK\0,"..., 62) = 62
open("/usr/share/mysql/charsets/Index", O_RDONLY|O_LARGEFILE) = -1
ENOENT (No such file or directory)
write(1, "\24\0\0\1\217 \0\0\0rt\XXXXXXX\0rt3", 24) = 24
read(1, "\5\0\0\2", 4)                  = 4
read(1, "\0\0\0\2\0", 5)                = 5
fcntl64(1, F_SETFL, O_RDWR|O_NONBLOCK)  = 0
read(1, 0xc0977b8, 8192)                = -1 EAGAIN (Resource
temporarily unavailable)
fcntl64(1, F_SETFL, O_RDWR)             = 0
write(1, "\21\0\0\0\3set autocommit=1", 21) = 21
read(1, "\5\0\0\1", 4)                  = 4
read(1, "\0\0\0\2\0", 5)                = 5
time(NULL)                              = 1206447319
time(NULL)                              = 1206447319
--- SIGSEGV (Segmentation fault) @ 0 (0) ---
chdir("/etc/httpd")                     = 0
rt_sigaction(SIGSEGV, {SIG_DFL}, {SIG_DFL}, 8) = 0
kill(5043, SIGSEGV)                     = 0
sigreturn()                             = ? (mask now [])
--- SIGSEGV (Segmentation fault) @ 0 (0) ---
Process 5043 detached

There is no /usr/share/mysql/charsets/Index file, but copying an old
version from a 3.0 mysql server gives

open("/usr/share/mysql/charsets/Index", O_RDONLY|O_LARGEFILE) = 36
fstat64(36, {st_mode=S_IFREG|0755, st_size=549, ...}) = 0
mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1,
0) = 0xb7e63000
read(36, "# sql/share/charsets/Index\n#\n# T"..., 4096) = 549
read(36, "", 4096)                      = 0
close(36)                               = 0
munmap(0xb7e63000, 4096)                = 0

The data and segfault there after are pretty much the same
I have tried installing shared-compat libs for mysql as we were using
shared-standard, but this did not change anything either.

Anyone able to make more sense out of this than I or perhaps point me in
the right direction.  It would be much appreciated.
Cheers,

------------------------------------------------------------------------
-------
> Did anyone ever figure this out?  I am having the same problem.  At
> first I had the regular password style:
>
> DBI connect('dbname=rt3;host=localhost','rt',...) failed: Client does
> not support authentication protocol requested by server; consider
> upgrading MySQL client at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106
> [Wed Mar 19 14:06:33 2008] [error] [client 10.20.1.102] Connect Failed
> Client does not support authentication protocol requested by server;
> consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line 220\n
> 
> Changing the password to use the old_password function gave me:
> 
> [Wed Mar 19 14:07:37 2008] [notice] child pid 6190 exit signal
> Segmentation fault (11)
> 
> Thanks in advance,
> Peter Musolino
> D.B. Zwirn (UK) Ltd.
> peter.musolino at dbzco dot com
------------------------------------------------------------------------
-------





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From plabonte at gmail.com  Tue Mar 25 14:37:56 2008
From: plabonte at gmail.com (Phil)
Date: Tue, 25 Mar 2008 14:37:56 -0400
Subject: [rt-users] default screen configuration on 3.6.6
Message-ID: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>

When I open up RT 3.6.6 for the first time the initial screen is blank... Is
this normal? I mean there are no tickets listed,I have to search for all the
tickets first?

Can I configure it to show the latest received tickets?

Is there a way to configure it so that it lists the latest un assigned
tickets...? Similar to the older versions of RT?

Phil
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From gevans at hcc.net  Tue Mar 25 14:37:19 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 25 Mar 2008 11:37:19 -0700
Subject: [rt-users] A second quick question or 2 about upgrading....
Message-ID: <00ad01c88ea7$42bd8b60$1200a8c0@hcc.local>

I am preparing to upgrade my rt from 3.65. to 3.6.6. I have now successfully
fixed my newbie errors of not using the local directories for changes that I
have made or that people from the list have helped me make :-), but I have a
couple other concerns that I want to ask about.

1)	Extensions: What happens to all of the extensions/add-ons that I
have installed? Do I have to re-install them? Any configuration for them
that might or might not exist, does it remain or get deleted?
2)	Themes: I have been working on a new theme for RT (closer to
organizational colors of the Company, blah blah blah) it is of course
located in /opt/rt3/share/html/NoAuth/css/<ThemeName>. Will it remain or
will it get deleted? 

Thanks,

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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From shildret at scotth.emsphone.com  Tue Mar 25 14:22:50 2008
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Tue, 25 Mar 2008 13:22:50 -0500
Subject: [rt-users] Custom Field in ticket display - can a drop down box be
	added?
Message-ID: <1206469370.1221.92.camel@scotth.emsphone.com>

We have a Queue that has custom fields and when a ticket is created
we can see the custom fields in the ticket display.  There is a need
to have one of the fields be a drop down box in the ticket display.  
This would allow the status to be changed, much like the Reminders 
section of the display.  Is this possible in the custom fields section 
of the display or do we need to create section like the Reminders?

                           Thanks,
                               STH


From javoskam at uwaterloo.ca  Tue Mar 25 14:55:26 2008
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 25 Mar 2008 14:55:26 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
Message-ID: <47E94A9E.3030503@uwaterloo.ca>

Phil wrote:
> When I open up RT 3.6.6 for the first time the initial screen is 
> blank... Is this normal? I mean there are no tickets listed,I have to 
> search for all the tickets first?
>
> Can I configure it to show the latest received tickets?
>
> Is there a way to configure it so that it lists the latest un assigned 
> tickets...? Similar to the older versions of RT?
>
> Phil
Did you remember to do all the database updates as well for 3.6.6? The 
updates for 3.5.1 adds default Homepage settings for everyone.

Jeff Voskamp



From plabonte at gmail.com  Tue Mar 25 14:58:56 2008
From: plabonte at gmail.com (Phil)
Date: Tue, 25 Mar 2008 14:58:56 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <47E94A9E.3030503@uwaterloo.ca>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca>
Message-ID: <4527aede0803251158w377b42afg4244cf73a69954ea@mail.gmail.com>

I tried to run them but they did not work... there was no script in the
location it specified....

I ran make update
at the bottom it said to run 3 scripts... there were directories as listed.

I will try again...

On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp <javoskam at uwaterloo.ca> wrote:

> Phil wrote:
> > When I open up RT 3.6.6 for the first time the initial screen is
> > blank... Is this normal? I mean there are no tickets listed,I have to
> > search for all the tickets first?
> >
> > Can I configure it to show the latest received tickets?
> >
> > Is there a way to configure it so that it lists the latest un assigned
> > tickets...? Similar to the older versions of RT?
> >
> > Phil
> Did you remember to do all the database updates as well for 3.6.6? The
> updates for 3.5.1 adds default Homepage settings for everyone.
>
> Jeff Voskamp
>
>
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From KFCrocker at lbl.gov  Tue Mar 25 15:00:56 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 Mar 2008 12:00:56 -0700
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
Message-ID: <47E94BE8.2040207@lbl.gov>

Phil,


	If you have not used your home page before, you have to set it up. 
Click "edit" on the right. Select what youwant to display on your home 
page and then click "home".

Kenn
LBNL

On 3/25/2008 11:37 AM, Phil wrote:
> When I open up RT 3.6.6 for the first time the initial screen is 
> blank... Is this normal? I mean there are no tickets listed,I have to 
> search for all the tickets first?
> 
> Can I configure it to show the latest received tickets?
> 
> Is there a way to configure it so that it lists the latest un assigned 
> tickets...? Similar to the older versions of RT?
> 
> Phil
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From KFCrocker at lbl.gov  Tue Mar 25 15:05:23 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 Mar 2008 12:05:23 -0700
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <47E94A9E.3030503@uwaterloo.ca>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca>
Message-ID: <47E94CF3.6030800@lbl.gov>

Phil,


	Actually, the 3.6.1 DB upgrade only inserts a couple queries as 
options; the Unowned query and the My own tickets query. There are no DB 
Schema changes, per se. Hope this helps.


Kenn
LBNL

On 3/25/2008 11:55 AM, Jeff Voskamp wrote:
> Phil wrote:
>> When I open up RT 3.6.6 for the first time the initial screen is 
>> blank... Is this normal? I mean there are no tickets listed,I have to 
>> search for all the tickets first?
>>
>> Can I configure it to show the latest received tickets?
>>
>> Is there a way to configure it so that it lists the latest un assigned 
>> tickets...? Similar to the older versions of RT?
>>
>> Phil
> Did you remember to do all the database updates as well for 3.6.6? The 
> updates for 3.5.1 adds default Homepage settings for everyone.
> 
> Jeff Voskamp
> 
> _______________________________________________
> 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
> 



From plabonte at gmail.com  Tue Mar 25 15:05:56 2008
From: plabonte at gmail.com (Phil)
Date: Tue, 25 Mar 2008 15:05:56 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <47E94A9E.3030503@uwaterloo.ca>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca>
Message-ID: <4527aede0803251205n440c624m3f8aa7641196fdf7@mail.gmail.com>

I tried to run the scripts and I get th following error:

Creating database schema.
Couldn't find schema file for mysql

This is what I ran:
/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action schema --datadir etc/upgrade/3.5.1/content install-sh


Where can I find the schema file?

On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp <javoskam at uwaterloo.ca> wrote:

> Phil wrote:
> > When I open up RT 3.6.6 for the first time the initial screen is
> > blank... Is this normal? I mean there are no tickets listed,I have to
> > search for all the tickets first?
> >
> > Can I configure it to show the latest received tickets?
> >
> > Is there a way to configure it so that it lists the latest un assigned
> > tickets...? Similar to the older versions of RT?
> >
> > Phil
> Did you remember to do all the database updates as well for 3.6.6? The
> updates for 3.5.1 adds default Homepage settings for everyone.
>
> Jeff Voskamp
>
>
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From KFCrocker at lbl.gov  Tue Mar 25 15:09:41 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 Mar 2008 12:09:41 -0700
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <4527aede0803251158w377b42afg4244cf73a69954ea@mail.gmail.com>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca>
	<4527aede0803251158w377b42afg4244cf73a69954ea@mail.gmail.com>
Message-ID: <47E94DF5.2010000@lbl.gov>

Phil,


	If you are going to run the DB updates, you will most likely have to 
get the Admin password to do it. DataBases tend to be strctly protected 
from jobs that change the database without the correct password. The 
"latest received tickets" is one of the queries that comes with the 
3.5.1 updates.


Kenn
LBNL

On 3/25/2008 11:58 AM, Phil wrote:
> I tried to run them but they did not work... there was no script in the 
> location it specified....
>  
> I ran make update
> at the bottom it said to run 3 scripts... there were directories as listed.
> 
> I will try again...
> 
> On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp <javoskam at uwaterloo.ca 
> <mailto:javoskam at uwaterloo.ca>> wrote:
> 
>     Phil wrote:
>      > When I open up RT 3.6.6 for the first time the initial screen is
>      > blank... Is this normal? I mean there are no tickets listed,I have to
>      > search for all the tickets first?
>      >
>      > Can I configure it to show the latest received tickets?
>      >
>      > Is there a way to configure it so that it lists the latest un
>     assigned
>      > tickets...? Similar to the older versions of RT?
>      >
>      > Phil
>     Did you remember to do all the database updates as well for 3.6.6? The
>     updates for 3.5.1 adds default Homepage settings for everyone.
> 
>     Jeff Voskamp
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 25 15:09:50 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 25 Mar 2008 15:09:50 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <4527aede0803251205n440c624m3f8aa7641196fdf7@mail.gmail.com>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>	<47E94A9E.3030503@uwaterloo.ca>
	<4527aede0803251205n440c624m3f8aa7641196fdf7@mail.gmail.com>
Message-ID: <47E94DFE.6050206@ucrwcu.rwc.uc.edu>

"/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password 
--action schema --datadir etc/upgrade/3.5.1/content install-sh"

You have an extra install-sh on that line.  Also the --action should be 
insert.


Phil wrote:
> I tried to run the scripts and I get th following error:
>
> Creating database schema.
> Couldn't find schema file for mysql
>
> This is what I ran:
> /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password 
> --action schema --datadir etc/upgrade/3.5.1/content install-sh
>
>
> Where can I find the schema file?
>
> On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp <javoskam at uwaterloo.ca 
> <mailto:javoskam at uwaterloo.ca>> wrote:
>
>     Phil wrote:
>     > When I open up RT 3.6.6 for the first time the initial screen is
>     > blank... Is this normal? I mean there are no tickets listed,I
>     have to
>     > search for all the tickets first?
>     >
>     > Can I configure it to show the latest received tickets?
>     >
>     > Is there a way to configure it so that it lists the latest un
>     assigned
>     > tickets...? Similar to the older versions of RT?
>     >
>     > Phil
>     Did you remember to do all the database updates as well for 3.6.6? The
>     updates for 3.5.1 adds default Homepage settings for everyone.
>
>     Jeff Voskamp
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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


From KFCrocker at lbl.gov  Tue Mar 25 15:10:15 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 Mar 2008 12:10:15 -0700
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <47E94CF3.6030800@lbl.gov>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca> <47E94CF3.6030800@lbl.gov>
Message-ID: <47E94E17.7010206@lbl.gov>

Phil,


	OPPS! I meant 3.5.1, not 3.6.1. That's a typo.

Kenn
LBNL

On 3/25/2008 12:05 PM, Kenneth Crocker wrote:
> Phil,
> 
> 
> 	Actually, the 3.6.1 DB upgrade only inserts a couple queries as 
> options; the Unowned query and the My own tickets query. There are no DB 
> Schema changes, per se. Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> On 3/25/2008 11:55 AM, Jeff Voskamp wrote:
>> Phil wrote:
>>> When I open up RT 3.6.6 for the first time the initial screen is 
>>> blank... Is this normal? I mean there are no tickets listed,I have to 
>>> search for all the tickets first?
>>>
>>> Can I configure it to show the latest received tickets?
>>>
>>> Is there a way to configure it so that it lists the latest un assigned 
>>> tickets...? Similar to the older versions of RT?
>>>
>>> Phil
>> Did you remember to do all the database updates as well for 3.6.6? The 
>> updates for 3.5.1 adds default Homepage settings for everyone.
>>
>> Jeff Voskamp
>>
>> _______________________________________________
>> 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
>>
> 
> _______________________________________________
> 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
> 



From jarends at uiuc.edu  Tue Mar 25 15:16:03 2008
From: jarends at uiuc.edu (John Arends)
Date: Tue, 25 Mar 2008 14:16:03 -0500
Subject: [rt-users] User ID in a script?
In-Reply-To: <6.2.1.2.2.20080317150106.02361648@mail.sdsu.edu>
References: <47DED98F.4010106@uiuc.edu>
	<6.2.1.2.2.20080317150106.02361648@mail.sdsu.edu>
Message-ID: <47E94F73.8020000@uiuc.edu>

Gene,

When running your script I get this error:

[Tue Mar 25 19:12:39 2008] [crit]: Can't locate object method "order_by" 
via package "RT::Users" at ./rtusers.pl line 14. 
(/usr/lib/perl5/vendor_perl/5.8.5/RT.pm:346)
Can't locate object method "order_by" via package "RT::Users" at 
./rtusers.pl line 14.


In poking around the perdoc info for RT::Users and RT::Users_Overlay I 
didn't see any mention of order_by so I'm not how to proceed from there.

-John


Gene LeDuc wrote:
> Hi John,
> 
> You can use this script as a starting point to loop through all your users:
> 
> #!/usr/bin/perl -w
> ### External libraries ###
> use strict;
> ### Modify the next line to fit your installation
> use lib ("/opt/local/software/rt-3.6.3/lib");
> package RT;
> use RT::Interface::CLI qw(CleanEnv loc);
> use RT::Users;
> CleanEnv();
> RT::LoadConfig();
> RT::Init();
> my $users = new RT::Users($RT::SystemUser);
> $users->order_by(VALUE => 'Id');
> #### Loop through users ####
> while ( my $User = $users->Next ) {
>   print sprintf("UserID: %s, RealName: %s\n",
>                 $User->Id(), $User->RealName());
> }
> 
> Regards,
> Gene
> 
> At 01:50 PM 3/17/2008, John Arends wrote:
>> I wrote a quick perl script that outputs a bunch of information about
>> all the users in my RT instance. I noticed that the ID numbers are all
>> over the place. One of my early users was created with an ID of 22, and
>> then the next user has an ID of 29, and then the next one is somewhere
>> in the mid 80s.
>>
>> Does every object RT creates get a unique ID and when a user is created
>> it just gets the next one?
>>
>> In my perl script, I want to loop through all the users so I can print
>> the infor for each one. Since this was a quick hack I just went through
>> the numbers 1 through 1000. Is there something built in that allows me
>> to do this in a more direct way? I don't want to loop until there is no
>> data since it seems like the ID numbes are all over the place.
>>
>> #!/usr/bin/perl
>>
>> use warnings;
>> use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
>> use RT::Interface::CLI;
>> use RT::Ticket;
>> use RT::User;
>>
>> RT::LoadConfig();
>> RT::Init();
>>
>> for ($count=1; $count<1000; $count++)
>> {
>>         my $user = RT::User->new( $RT::SystemUser );
>>
>>         $user->Load( $count );
>>
>>         if ( $user->Name){
>>                 print $user->RealName . " " . $user->Name . " " . 
>> $user->EmailAddress
>> . " " . $user->id . " " . $user->Privileged ." \n";
>>         }
>> }
>>



From plabonte at gmail.com  Tue Mar 25 15:18:47 2008
From: plabonte at gmail.com (Phil)
Date: Tue, 25 Mar 2008 15:18:47 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <47E94DFE.6050206@ucrwcu.rwc.uc.edu>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca>
	<4527aede0803251205n440c624m3f8aa7641196fdf7@mail.gmail.com>
	<47E94DFE.6050206@ucrwcu.rwc.uc.edu>
Message-ID: <4527aede0803251218l429f4150hdb5cf4cd8b4f648a@mail.gmail.com>

Well I tried with install instead and it said it was an invalid action
command...

What should be the entire command I should run?



On Tue, Mar 25, 2008 at 3:09 PM, Drew Barnes <barnesaw at ucrwcu.rwc.uc.edu>
wrote:

> "/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
> --action schema --datadir etc/upgrade/3.5.1/content install-sh"
>
> You have an extra install-sh on that line.  Also the --action should be
> insert.
>
>
> Phil wrote:
> > I tried to run the scripts and I get th following error:
> >
> > Creating database schema.
> > Couldn't find schema file for mysql
> >
> > This is what I ran:
> > /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
> > --action schema --datadir etc/upgrade/3.5.1/content install-sh
> >
> >
> > Where can I find the schema file?
> >
> > On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp <javoskam at uwaterloo.ca
> > <mailto:javoskam at uwaterloo.ca>> wrote:
> >
> >     Phil wrote:
> >     > When I open up RT 3.6.6 for the first time the initial screen is
> >     > blank... Is this normal? I mean there are no tickets listed,I
> >     have to
> >     > search for all the tickets first?
> >     >
> >     > Can I configure it to show the latest received tickets?
> >     >
> >     > Is there a way to configure it so that it lists the latest un
> >     assigned
> >     > tickets...? Similar to the older versions of RT?
> >     >
> >     > Phil
> >     Did you remember to do all the database updates as well for 3.6.6?
> The
> >     updates for 3.5.1 adds default Homepage settings for everyone.
> >
> >     Jeff Voskamp
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > 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
>
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From barnesaw at ucrwcu.rwc.uc.edu  Tue Mar 25 15:21:45 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 25 Mar 2008 15:21:45 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <4527aede0803251218l429f4150hdb5cf4cd8b4f648a@mail.gmail.com>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>	
	<47E94A9E.3030503@uwaterloo.ca>	
	<4527aede0803251205n440c624m3f8aa7641196fdf7@mail.gmail.com>	
	<47E94DFE.6050206@ucrwcu.rwc.uc.edu>
	<4527aede0803251218l429f4150hdb5cf4cd8b4f648a@mail.gmail.com>
Message-ID: <47E950C9.8040904@ucrwcu.rwc.uc.edu>

You don't need the install-sh anywhere.

/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password 
--action insert --datadir etc/upgrade/3.5.1/content


Phil wrote:
> Well I tried with install instead and it said it was an invalid action 
> command...
>
> What should be the entire command I should run?
>
>
>
> On Tue, Mar 25, 2008 at 3:09 PM, Drew Barnes 
> <barnesaw at ucrwcu.rwc.uc.edu <mailto:barnesaw at ucrwcu.rwc.uc.edu>> wrote:
>
>     "/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
>     --action schema --datadir etc/upgrade/3.5.1/content install-sh"
>
>     You have an extra install-sh on that line.  Also the --action
>     should be
>     insert.
>
>
>     Phil wrote:
>     > I tried to run the scripts and I get th following error:
>     >
>     > Creating database schema.
>     > Couldn't find schema file for mysql
>     >
>     > This is what I ran:
>     > /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
>     > --action schema --datadir etc/upgrade/3.5.1/content install-sh
>     >
>     >
>     > Where can I find the schema file?
>     >
>     > On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp
>     <javoskam at uwaterloo.ca <mailto:javoskam at uwaterloo.ca>
>     > <mailto:javoskam at uwaterloo.ca <mailto:javoskam at uwaterloo.ca>>>
>     wrote:
>     >
>     >     Phil wrote:
>     >     > When I open up RT 3.6.6 for the first time the initial
>     screen is
>     >     > blank... Is this normal? I mean there are no tickets listed,I
>     >     have to
>     >     > search for all the tickets first?
>     >     >
>     >     > Can I configure it to show the latest received tickets?
>     >     >
>     >     > Is there a way to configure it so that it lists the latest un
>     >     assigned
>     >     > tickets...? Similar to the older versions of RT?
>     >     >
>     >     > Phil
>     >     Did you remember to do all the database updates as well for
>     3.6.6? The
>     >     updates for 3.5.1 adds default Homepage settings for everyone.
>     >
>     >     Jeff Voskamp
>     >
>     >
>     >
>     ------------------------------------------------------------------------
>     >
>     > _______________________________________________
>     > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>     >
>     > Community help: http://wiki.bestpractical.com
>     > Commercial support: sales at bestpractical.com
>     <mailto: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 javoskam at uwaterloo.ca  Tue Mar 25 15:22:41 2008
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 25 Mar 2008 15:22:41 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <47E94CF3.6030800@lbl.gov>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca> <47E94CF3.6030800@lbl.gov>
Message-ID: <47E95101.6080900@uwaterloo.ca>

Kenneth Crocker wrote:
> Phil,
>
>
>     Actually, the 3.6.1 DB upgrade only inserts a couple queries as 
> options; the Unowned query and the My own tickets query. There are no 
> DB Schema changes, per se. Hope this helps.
>
>
> Kenn
> LBNL
Installs two Searches and "HomepageSettings":
   { Name => 'HomepageSettings',
      Description => 'HomepageSettings',
      Content =>
      { 'body' =>
        [ { type => 'system', name => 'My Tickets' },
          { type => 'system', name => 'Unowned Tickets' },
          { type => 'component',  name => 'QuickCreate'},
        ],
        'summary' =>
        [
          { type => 'component', name => 'MyReminders' },
          { type => 'component', name => 'Quicksearch' },
          { type => 'component', name => 'RefreshHomepage' },
        ]
    },

Without that you don't have a default screen layout for the main page.
The important command to run is:

  rt-setup-database --dba root --dba-password IamRoot --action insert 
--datadir etc/upgrade/$VERSION

Jeff


From plabonte at gmail.com  Tue Mar 25 15:28:00 2008
From: plabonte at gmail.com (Phil)
Date: Tue, 25 Mar 2008 15:28:00 -0400
Subject: [rt-users] default screen configuration on 3.6.6
In-Reply-To: <47E95101.6080900@uwaterloo.ca>
References: <4527aede0803251137r5c130627pa7d554e617693049@mail.gmail.com>
	<47E94A9E.3030503@uwaterloo.ca> <47E94CF3.6030800@lbl.gov>
	<47E95101.6080900@uwaterloo.ca>
Message-ID: <4527aede0803251228s443addacr2170e0e107c560d5@mail.gmail.com>

You guys ROCK!!!!

That did it... man thank you very much!!!!



On Tue, Mar 25, 2008 at 3:22 PM, Jeff Voskamp <javoskam at uwaterloo.ca> wrote:

> Kenneth Crocker wrote:
> > Phil,
> >
> >
> >     Actually, the 3.6.1 DB upgrade only inserts a couple queries as
> > options; the Unowned query and the My own tickets query. There are no
> > DB Schema changes, per se. Hope this helps.
> >
> >
> > Kenn
> > LBNL
> Installs two Searches and "HomepageSettings":
>   { Name => 'HomepageSettings',
>      Description => 'HomepageSettings',
>      Content =>
>      { 'body' =>
>        [ { type => 'system', name => 'My Tickets' },
>          { type => 'system', name => 'Unowned Tickets' },
>          { type => 'component',  name => 'QuickCreate'},
>        ],
>        'summary' =>
>        [
>          { type => 'component', name => 'MyReminders' },
>          { type => 'component', name => 'Quicksearch' },
>          { type => 'component', name => 'RefreshHomepage' },
>        ]
>    },
>
> Without that you don't have a default screen layout for the main page.
> The important command to run is:
>
>  rt-setup-database --dba root --dba-password IamRoot --action insert
> --datadir etc/upgrade/$VERSION
>
> Jeff
>
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From falcone at bestpractical.com  Tue Mar 25 15:50:58 2008
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 25 Mar 2008 15:50:58 -0400
Subject: [rt-users] User ID in a script?
In-Reply-To: <47E94F73.8020000@uiuc.edu>
References: <47DED98F.4010106@uiuc.edu>
	<6.2.1.2.2.20080317150106.02361648@mail.sdsu.edu>
	<47E94F73.8020000@uiuc.edu>
Message-ID: <9F1B8E7B-99C3-44E0-A2DB-F5B959553B58@bestpractical.com>

On Mar 25, 2008, at 3:16 PM, John Arends wrote:

> Gene,
>
> When running your script I get this error:
>
> [Tue Mar 25 19:12:39 2008] [crit]: Can't locate object method  
> "order_by"
> via package "RT::Users" at ./rtusers.pl line 14.
> (/usr/lib/perl5/vendor_perl/5.8.5/RT.pm:346)
> Can't locate object method "order_by" via package "RT::Users" at
> ./rtusers.pl line 14.

You want the OrderBy method, which is documented in
perldoc DBIx::SearchBuilder

There are also a number of example usages if you grep through RT's
perl modules

-kevin

>
>
>
> In poking around the perdoc info for RT::Users and RT::Users_Overlay I
> didn't see any mention of order_by so I'm not how to proceed from  
> there.
>
> -John
>
>
> Gene LeDuc wrote:
>> Hi John,
>>
>> You can use this script as a starting point to loop through all  
>> your users:
>>
>> #!/usr/bin/perl -w
>> ### External libraries ###
>> use strict;
>> ### Modify the next line to fit your installation
>> use lib ("/opt/local/software/rt-3.6.3/lib");
>> package RT;
>> use RT::Interface::CLI qw(CleanEnv loc);
>> use RT::Users;
>> CleanEnv();
>> RT::LoadConfig();
>> RT::Init();
>> my $users = new RT::Users($RT::SystemUser);
>> $users->order_by(VALUE => 'Id');
>> #### Loop through users ####
>> while ( my $User = $users->Next ) {
>>  print sprintf("UserID: %s, RealName: %s\n",
>>                $User->Id(), $User->RealName());
>> }
>>
>> Regards,
>> Gene
>>
>> At 01:50 PM 3/17/2008, John Arends wrote:
>>> I wrote a quick perl script that outputs a bunch of information  
>>> about
>>> all the users in my RT instance. I noticed that the ID numbers are  
>>> all
>>> over the place. One of my early users was created with an ID of  
>>> 22, and
>>> then the next user has an ID of 29, and then the next one is  
>>> somewhere
>>> in the mid 80s.
>>>
>>> Does every object RT creates get a unique ID and when a user is  
>>> created
>>> it just gets the next one?
>>>
>>> In my perl script, I want to loop through all the users so I can  
>>> print
>>> the infor for each one. Since this was a quick hack I just went  
>>> through
>>> the numbers 1 through 1000. Is there something built in that  
>>> allows me
>>> to do this in a more direct way? I don't want to loop until there  
>>> is no
>>> data since it seems like the ID numbes are all over the place.
>>>
>>> #!/usr/bin/perl
>>>
>>> use warnings;
>>> use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
>>> use RT::Interface::CLI;
>>> use RT::Ticket;
>>> use RT::User;
>>>
>>> RT::LoadConfig();
>>> RT::Init();
>>>
>>> for ($count=1; $count<1000; $count++)
>>> {
>>>        my $user = RT::User->new( $RT::SystemUser );
>>>
>>>        $user->Load( $count );
>>>
>>>        if ( $user->Name){
>>>                print $user->RealName . " " . $user->Name . " " .
>>> $user->EmailAddress
>>> . " " . $user->id . " " . $user->Privileged ." \n";
>>>        }
>>> }
>>>
>
> _______________________________________________
> 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
>



From gleduc at mail.sdsu.edu  Tue Mar 25 16:29:43 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 25 Mar 2008 13:29:43 -0700
Subject: [rt-users] User ID in a script?
Message-ID: <6.2.1.2.2.20080325132920.02c39070@mail.sdsu.edu>

Hi John,

I don't really have an answer for this error because it works on my 
installation.  DBIx::SearchBuilder::order_by is included as a method in 
RT::Users and many other RT classes.  I found it by snooping in a text file 
I stumbled across (probably on the wiki) that enumerates many of the RT 
classes.  I've attached it to this message.

Regards,
Gene

At 12:16 PM 3/25/2008, John Arends wrote:
>Gene,
>
>When running your script I get this error:
>
>[Tue Mar 25 19:12:39 2008] [crit]: Can't locate object method "order_by" 
>via package "RT::Users" at ./rtusers.pl line 14. 
>(/usr/lib/perl5/vendor_perl/5.8.5/RT.pm:346)
>Can't locate object method "order_by" via package "RT::Users" at 
>./rtusers.pl line 14.
>
>
>In poking around the perdoc info for RT::Users and RT::Users_Overlay I 
>didn't see any mention of order_by so I'm not how to proceed from there.
>
>-John
>
>
>Gene LeDuc wrote:
>>Hi John,
>>You can use this script as a starting point to loop through all your users:
>>#!/usr/bin/perl -w
>>### External libraries ###
>>use strict;
>>### Modify the next line to fit your installation
>>use lib ("/opt/local/software/rt-3.6.3/lib");
>>package RT;
>>use RT::Interface::CLI qw(CleanEnv loc);
>>use RT::Users;
>>CleanEnv();
>>RT::LoadConfig();
>>RT::Init();
>>my $users = new RT::Users($RT::SystemUser);
>>$users->order_by(VALUE => 'Id');
>>#### Loop through users ####
>>while ( my $User = $users->Next ) {
>>   print sprintf("UserID: %s, RealName: %s\n",
>>                 $User->Id(), $User->RealName());
>>}
>>Regards,
>>Gene
>>At 01:50 PM 3/17/2008, John Arends wrote:
>>>I wrote a quick perl script that outputs a bunch of information about
>>>all the users in my RT instance. I noticed that the ID numbers are all
>>>over the place. One of my early users was created with an ID of 22, and
>>>then the next user has an ID of 29, and then the next one is somewhere
>>>in the mid 80s.
>>>
>>>Does every object RT creates get a unique ID and when a user is created
>>>it just gets the next one?
>>>
>>>In my perl script, I want to loop through all the users so I can print
>>>the infor for each one. Since this was a quick hack I just went through
>>>the numbers 1 through 1000. Is there something built in that allows me
>>>to do this in a more direct way? I don't want to loop until there is no
>>>data since it seems like the ID numbes are all over the place.
>>>
>>>#!/usr/bin/perl
>>>
>>>use warnings;
>>>use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
>>>use RT::Interface::CLI;
>>>use RT::Ticket;
>>>use RT::User;
>>>
>>>RT::LoadConfig();
>>>RT::Init();
>>>
>>>for ($count=1; $count<1000; $count++)
>>>{
>>>         my $user = RT::User->new( $RT::SystemUser );
>>>
>>>         $user->Load( $count );
>>>
>>>         if ( $user->Name){
>>>                 print $user->RealName . " " . $user->Name . " " . 
>>> $user->EmailAddress
>>>. " " . $user->id . " " . $user->Privileged ." \n";
>>>         }
>>>}
>>
>>
>>--
>>Gene LeDuc, GSEC
>>Security Analyst
>>San Diego State University  
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From matt.pounsett at cira.ca  Tue Mar 25 16:43:20 2008
From: matt.pounsett at cira.ca (Matthew Pounsett)
Date: Tue, 25 Mar 2008 16:43:20 -0400
Subject: [rt-users] Avoiding ticketing system loops from email
	submissions
In-Reply-To: <093B75E0-B0AC-441C-9CC4-D3FC14B9E06F@bestpractical.com>
References: <44328F74-E7DA-452D-9CA1-F3C8946414FD@cira.ca>
	<093B75E0-B0AC-441C-9CC4-D3FC14B9E06F@bestpractical.com>
Message-ID: <3F22AD77-E908-4DC1-9036-602109CB9804@cira.ca>


On 20-Mar-2008, at 18:13 , Jesse Vincent wrote:
>
> On Mar 20, 2008, at 4:06 PM, Matthew Pounsett wrote:
>>
>> Has anyone ever addressed the potential for auto-reply loops  
>> between instances of RT that get directed at each other?  I'm  
>> wondering if RT is smart enough to recognize when an incoming  
>> message was generated by another instance of RT (or even other  
>> ticket systems) and suppress an auto-response.
>>
>>
> RT is set up to not autoreply to another RT or another ticketing  
> system. The feature isn't perfect, but it does work. And you can  
> always set up individual addresses to not get mail.


Ah, okay that's what I was hoping.  In the specific case I'm concerned  
about, the other ticketing system is RT so I'd expect it to work  
pretty well.  If any others come up that don't, exception lists are a  
possibility.

Thanks Jesse,
    Matt


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From jarends at uiuc.edu  Tue Mar 25 17:40:38 2008
From: jarends at uiuc.edu (John Arends)
Date: Tue, 25 Mar 2008 16:40:38 -0500
Subject: [rt-users] User Information in RT
Message-ID: <47E97156.5060401@uiuc.edu>

We've started to populate the user information for our users in RT 
(Email, phone, organization, etc) but it seems like this information is 
not really exposed anywhere except to people who have the rights to 
administer users.

At the top of a ticket, it says something like "More about John Doe" and 
if you have the ability to admin users, you can click the link and see 
the user's info.

Is there any other way to make this information available in a read-only 
fashion? I don't see it showing up anywhere else.

This info is useful to people who use the RT system but may not have 
many access rights.


From gevans at hcc.net  Tue Mar 25 17:39:41 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 25 Mar 2008 14:39:41 -0700
Subject: [rt-users] Ack! Broke RT!
Message-ID: <002201c88ec0$bc3257a0$1200a8c0@hcc.local>

Um, just did the upgrade to 3.6.6 and it seems that I have broken the GUI.
Any ideas on how to fix it? Probably a permissions issue somewhere?

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

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From lbohm at jackpotrewardsinc.com  Tue Mar 25 17:23:47 2008
From: lbohm at jackpotrewardsinc.com (Louis Bohm)
Date: Tue, 25 Mar 2008 17:23:47 -0400
Subject: [rt-users] RT authing off of LDAP
Message-ID: <C40EE5A3.3C5C%lbohm@jackpotrewardsinc.com>

I am currently running RT 3.6.6 on Centos 5.0 and I want RT to authorize
users from an LDAP directory (specifically sun one directory).  I have tried
the different methods listed on the LDAP wiki page with little success.  The
Overly method seems to give the "best" response.  When using it I get the
error: [warning]: Transaction->Create couldn't, as you didn't specify an
object type and id (/apps/rt3/lib/RT/Record.pm:1488) when I try to login as
a user who does not exist locally in RT.  If I create the user in RT (just
the user name.  No password or anything else.) I can see in the RT logs it
contacting my ldap server and pulling down all the user info for that user.
I can then login to RT as root and see this info in the users config.  But
that user still cannot login because of a auth failure.

Does anyone have any ideas how I can try to fix this???

Thanks,
Louis
~~
~~~~~~~~~
Louis Bohm
Jackpot Rewards, Inc.
275 Grove Street, Suite 3-120
Newton, MA 02466
617-795-2850, x. 2343 (office)
978.314.3476 (mobile)
lbohm at jackpotrewardsinc.com <mailto:lbohm at jackpotrewardsinc.com>
www.JackpotRewards.com <http://www.JackpotRewards.com/>









From jesse at bestpractical.com  Tue Mar 25 17:53:00 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Mar 2008 17:53:00 -0400
Subject: [rt-users] Ack! Broke RT!
In-Reply-To: <002201c88ec0$bc3257a0$1200a8c0@hcc.local>
References: <002201c88ec0$bc3257a0$1200a8c0@hcc.local>
Message-ID: <20080325215300.GF18497@bestpractical.com>

I bet you didn't run rt-test-dependencies like the README tells you to
;)


On Tue, Mar 25, 2008 at 02:39:41PM -0700, Greg Evans wrote:
> Um, just did the upgrade to 3.6.6 and it seems that I have broken the GUI.
> Any ideas on how to fix it? Probably a permissions issue somewhere?
> 
> Greg Evans
> Hood Canal Communications
> (360) 898-2481 ext.212 
> 

> _______________________________________________
> 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

-- 


From gevans at hcc.net  Tue Mar 25 18:32:05 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 25 Mar 2008 15:32:05 -0700
Subject: [rt-users] Ack! Broke RT!
In-Reply-To: <20080325215300.GF18497@bestpractical.com>
References: <002201c88ec0$bc3257a0$1200a8c0@hcc.local>
	<20080325215300.GF18497@bestpractical.com>
Message-ID: <003e01c88ec8$0f190340$1200a8c0@hcc.local>

OK apparently I am dumb and missed the rt-test-dependencies step (I must
have missed it in either the README or the UPGRADING doc?, but I swear I
don't see it when I re-read it)

Once I did that and installed CSS:Squish all is well, sorry.

Greg Evans 
Hood Canal Communications 
(360) 898-2481 ext.212
-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, March 25, 2008 2:53 PM
To: Greg Evans
Cc: 'RT Users'
Subject: Re: [rt-users] Ack! Broke RT!

I bet you didn't run rt-test-dependencies like the README tells you to
;)


On Tue, Mar 25, 2008 at 02:39:41PM -0700, Greg Evans wrote:
> Um, just did the upgrade to 3.6.6 and it seems that I have broken the GUI.
> Any ideas on how to fix it? Probably a permissions issue somewhere?
> 
> Greg Evans
> Hood Canal Communications
> (360) 898-2481 ext.212 
> 

> _______________________________________________
> 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

-- 



From asallade at PTSOWA.ORG  Tue Mar 25 19:01:23 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Tue, 25 Mar 2008 16:01:23 -0700
Subject: [rt-users] User asked for an unknown update type for
	customfield Category for RT
In-Reply-To: <91c16bf0803241050g58fc80a7p8e2524987db7e09d@mail.gmail.com>
References: <91c16bf0803071015l68349df8r457a284a28e2314a@mail.gmail.com>
	<91c16bf0803241050g58fc80a7p8e2524987db7e09d@mail.gmail.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BEC50@PTSOEXCHANGE.PTSOWA.ORG>

This happens when you have a custom field select with categories set in
the custom field items. It is supposed to group the items into
categories. What happens is that the UI doesn't select the category drop
down in the custom field with the selected value from the database, so
it throws an error. The only work around I have seen is to manually
select the category as well as the line item from the CF each time you
do an edit. 

You could write JavaScript or an overlay that selects it for you based
on the content of the CF, but it would be cumbersome to maintain.


-----Original Message-----
From: Robert Keidel [mailto:rkeidel at gmail.com] 
Sent: Monday, March 24, 2008 10:50 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] User asked for an unknown update type for
customfield Category for RT

I know it is already a couple of weeks ago since I asked the first
time. But I still try to find an answer. I also installed version
3.6.5 on a different test box, and I get the same error. Is there
someone who could give me some information about that?

Thanks

Robert

On Fri, Mar 7, 2008 at 11:15 AM, Robert Keidel <rkeidel at gmail.com>
wrote:
> Hello everybody,
>
>  I already read about that issue. Please correct me if I am wrong. Is
>  this error a bug in the custom fields? If so, is there already a fix
>  for that available and if yes where can I find it.
>  I also wanted to mention that I run version 3.6.4
>
>  Thanks
>
>  Robert Keidel
>
_______________________________________________
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


From jesse at bestpractical.com  Tue Mar 25 19:31:37 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Mar 2008 19:31:37 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
Message-ID: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>

http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme  
I've been working on over the past few days.

Also, it's now much easier for you to create your own themes and  
styles for RT.

-jesse
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From gevans at hcc.net  Tue Mar 25 19:39:23 2008
From: gevans at hcc.net (Greg Evans)
Date: Tue, 25 Mar 2008 16:39:23 -0700
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <004c01c88ed1$75e0b970$1200a8c0@hcc.local>

Very very nice. I like it

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Tuesday, March 25, 2008 4:32 PM
To: RT Users
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like

http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme  
I've been working on over the past few days.

Also, it's now much easier for you to create your own themes and  
styles for RT.

-jesse



From KFCrocker at lbl.gov  Tue Mar 25 20:26:15 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 25 Mar 2008 17:26:15 -0700
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <47E99827.9020001@lbl.gov>

Jesse,


	It looks like you are getting away from the 3.6 navigation bars. I 
kinda liked them. Will there be a way to keep them like you offered for 3.4?


Kenn
LBNL

On 3/25/2008 4:31 PM, Jesse Vincent wrote:
> http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme 
> I've been working on over the past few days.
> 
> Also, it's now much easier for you to create your own themes and styles 
> for RT.
> 
> -jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From todd at chaka.net  Tue Mar 25 21:04:31 2008
From: todd at chaka.net (Todd Chapman)
Date: Tue, 25 Mar 2008 21:04:31 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <519782dc0803251804n79b2f607qb41ada840055a1db@mail.gmail.com>

On Tue, Mar 25, 2008 at 7:31 PM, Jesse Vincent <jesse at bestpractical.com>
wrote:

> http://fsck.com/~jesse/rt-3.8/ <http://fsck.com/%7Ejesse/rt-3.8/> has
> screenshots of the new RT 3.8 theme
> I've been working on over the past few days.
>
> Also, it's now much easier for you to create your own themes and
> styles for RT.
>
> -jesse
>
>
Jesse,

Not bad looking, but I do prefer the horizontal menus since they make more
efficient use of the screen space.

-Todd
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From tyler.shen at vicscouts.asn.au  Tue Mar 25 20:55:45 2008
From: tyler.shen at vicscouts.asn.au (Shen, Tyler)
Date: Wed, 26 Mar 2008 11:55:45 +1100
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
Message-ID: <1206492945.4015.24.camel@vicscouts.asn.au>

Looks good. Jesse, you once mentioned in the mailing list that RT 3.8
will come with message forwarding function. Can't see it in the screen
dumps though. 

Tyler



From jesse at bestpractical.com  Tue Mar 25 22:04:16 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Mar 2008 22:04:16 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <1206492945.4015.24.camel@vicscouts.asn.au>
References: <1206492945.4015.24.camel@vicscouts.asn.au>
Message-ID: <5C8C1E07-0066-4BA8-B309-067A98029755@bestpractical.com>


On Mar 25, 2008, at 8:55 PM, Shen, Tyler wrote:
> Looks good. Jesse, you once mentioned in the mailing list that RT 3.8
> will come with message forwarding function. Can't see it in the screen
> dumps though.
>

It's there, but below the bottom of the displayed ticket history page.

> Tyler
>

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From jesse at bestpractical.com  Tue Mar 25 22:08:49 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 25 Mar 2008 22:08:49 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <47E99827.9020001@lbl.gov>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
	<47E99827.9020001@lbl.gov>
Message-ID: <C46A9AC5-6F22-4280-81F3-86373C51993C@bestpractical.com>


On Mar 25, 2008, at 8:26 PM, Kenneth Crocker wrote:
> Jesse,
>
>
> 	It looks like you are getting away from the 3.6 navigation bars. I  
> kinda liked them. Will there be a way to keep them like you offered  
> for 3.4?
>

Yep. Themes are now a per-user preference (Though the default is  
settable site-wide.)


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From adrien at modulis.ca  Tue Mar 25 22:42:11 2008
From: adrien at modulis.ca (Adrien Laurent)
Date: Tue, 25 Mar 2008 22:42:11 -0400
Subject: [rt-users] How to include initial ticket content included
	transaction template when changing owner of a ticket
Message-ID: <c2a00ac60803251942k2d198f3dv2cde71248573fc5e@mail.gmail.com>

Hi RT users,

I hope the title says it all :-)

I've tried to add:
{$Ticket->Content}

at the end of the transaction template; but it creates a bug a no
email is sent when changing owner of a ticket.

Thanks a lot for any hint,

Adrien



-- 
Adrien Laurent
514 284 2020 x 202

Modulis:

WEB -> http://www.modulis.ca/
VOIP -> http://www.modulis-voip.com/
CRM -> http://www.modulis-crm.com/
BLOG -> http://www.opensource-blog.com/


From jarends at uiuc.edu  Tue Mar 25 23:16:10 2008
From: jarends at uiuc.edu (John Arends)
Date: Tue, 25 Mar 2008 22:16:10 -0500
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <1206492945.4015.24.camel@vicscouts.asn.au>
References: <1206492945.4015.24.camel@vicscouts.asn.au>
Message-ID: <7036CE32-F593-48BA-ADAA-861F062532BC@uiuc.edu>

I really like the look of 3.8.

Since I'm a little out of the loop, what is the message forwarding  
function?

How far away is 3.8? A few months?

On Mar 25, 2008, at 7:55 PM, Shen, Tyler wrote:

> Looks good. Jesse, you once mentioned in the mailing list that RT 3.8
> will come with message forwarding function. Can't see it in the screen
> dumps though.
>
> Tyler
>
> _______________________________________________
> 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



From sven.sternberger at desy.de  Wed Mar 26 04:54:12 2008
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 26 Mar 2008 09:54:12 +0100
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <1206521652.5807.18.camel@pcx4546.desy.de>

Hello!

I really like the new look, and even if I think the horizental menues
are useful for this type of programs, i think the traditional
menues on the left will ease the usage for the unexcercised
users.

But when will there be the first 3.8. Could you give
an rough estimate?

I installed yesterday the 3.8-Testing, and it looks good
(after I installed tons of dependencies in our RHEL5 clone)

Best regards!

sven

On Di, 2008-03-25 at 19:31 -0400, Jesse Vincent wrote:
> http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme  
> I've been working on over the past few days.
> 
> Also, it's now much easier for you to create your own themes and  
> styles for RT.
> 
> -jesse
> _______________________________________________
> 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



From F350bidon at yahoo.com  Wed Mar 26 06:04:22 2008
From: F350bidon at yahoo.com (F350)
Date: Wed, 26 Mar 2008 03:04:22 -0700 (PDT)
Subject: [rt-users] Re  solved scrip problem
In-Reply-To: <47E92BAF.90408@lbl.gov>
References: <16174370.post@talk.nabble.com> <47E92BAF.90408@lbl.gov>
Message-ID: <16299138.post@talk.nabble.com>


Hello Kenn,

Thanks for your reply.

I'm using the default "Resolved" template which is associated to the default
scrip "On Resolve Notify Requestors with template Resolved".

The rights that are set for the "Global" group are:
AssignCustomFields
CommentOnTicket
CreateSavedSearch
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifySelf
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowOutgoingEmail
ShowSavedSearches
ShowTicket
ShowTicketComments
StealTicket
TakeTicket

 In addition to the rights, i have the following rights set also globally
for the privileged users:
CreateSavedSearch
DelegateRights
EditSavedSearches
LoadSavedSearch
ModifySelf

 And the following for everyone (Globally)
CreateTicket
ReplyToTicket

Thanks again for your help

Marc


Kenneth Crocker wrote:
> 
> F350,
> 
> 
> 	Would you mind providing some info? What is the Condition and Action on 
> the scrip in question. Do you use a special Template? Can you list the 
> rights you gave the "Global" group as opposed to the Group of primary 
> users of the queue? thanks.
> 
> 
> Kenn
> LBNL
> 
> On 3/25/2008 6:06 AM, F350 wrote:
>> Greetings, 
>> I set up a group called "All queues" with some members inside. These
>> members
>> are supposed to have read and write rights globally on all the queues
>> just
>> like the members of each queue. The problem is that when a member of the
>> "All queues" group resolves a ticket, the scrip "Resolved" is not
>> excecuted
>> therefore the resolved template email is not sent. However, the scrip is
>> excuted when a member of a queue resolves a ticket. Am i missing
>> something ?
>> even if i give "superUser" rights globally for the "All queues" group,
>> the
>> scrip is still not excuted. Thx for your help
> 
> _______________________________________________
> 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
> 
> 

-- 
View this message in context: http://www.nabble.com/Resolved-scrip-problem-tp16174370p16299138.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From mathew.snyder at gmail.com  Wed Mar 26 06:36:51 2008
From: mathew.snyder at gmail.com (Mathew)
Date: Wed, 26 Mar 2008 06:36:51 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <47EA2743.6080101@gmail.com>

I like the new look but, to be honest, I'm more concerned about features 
which will be added and/or removed.

Mathew

Jesse Vincent wrote:
> http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme 
> I've been working on over the past few days.
> 
> Also, it's now much easier for you to create your own themes and styles 
> for RT.
> 
> -jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From torsten.brumm at Kuehne-Nagel.com  Wed Mar 26 08:04:05 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Wed, 26 Mar 2008 13:04:05 +0100
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401115277@w3hamboex11.ger.win.int.kn>

OK, my two cents...

1. The new Design looks brilliant, but like all previous version, the font are much too big, i'm not blind, and i think the hughe fonts are really not neccessary?!? Btw, we can hopefully easily change the CSS for this ;-)

2. The menu at the right hand is perfekt, i never liked the menu at the top. Many Users (most in our company) have 16:10 Screens, so a menu at the left/right is much better for space saving.

3. The blue background is killing my eyes....prefer a simple one....

4. But like Mathew wrote, the features and functions behind are much more important!

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Jesse Vincent
Gesendet: Mittwoch, 26. M?rz 2008 00:32
An: RT Users
Betreff: [rt-users] A brief preview of what RT 3.8 is going to look like

http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days.

Also, it's now much easier for you to create your own themes and styles for RT.

-jesse



From fcatunda at contactnet.com.br  Wed Mar 26 09:05:35 2008
From: fcatunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=)
Date: Wed, 26 Mar 2008 10:05:35 -0300
Subject: [rt-users] Auto-created users not does not appear...
Message-ID: <47EA4A1F.9090101@contactnet.com.br>

Hi,

I have a lot of auto-created users in my RT installation, they are 
readed from a LDAP directory when an e-mail is received.

The question is that those users do not appear on every drop-down, so I 
can't select them as search criteria and etc.

Is there a way to make them appear?

RT 3.6.1-4 - Debian package.

Thanks.


From lgrella at acquiremedia.com  Wed Mar 26 12:01:26 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Wed, 26 Mar 2008 09:01:26 -0700 (PDT)
Subject: [rt-users]  Assign custom field to subject
Message-ID: <16304462.post@talk.nabble.com>


I have a user who would like the subject to be a drop down list of choices. I
have not seen how to do this, so I have decided to create a custom field of
a drop down list of choices, and if the subject is blank, move this custom
field choice into the subject. I am not being successful. I have 2
questions:

1. Can I make the subject a drop down list for one queue,  rather than an
type in field?
2. If not, does anyone see anything wrong with my code:

here is the custom preparation code:
return 0 unless (!$self->TicketObj->Subject);
return 1;

and here is the custom cleanup code:
# move the contents of the custom field into the subject
# the name of my custom field is Choose subject here
my $subject =
$self->TicketObj->FirstCustomFieldValue('Choose_subject_here');

$self->TicketObj->Subject=$subject;
return 1;

###################################
Does the name of the field, since it has spaces, have to include
underscores? I did it that way, and for testing purposes, even chose a
custom field of one word to eliminate the question.

Thanks,
Laura

-- 
View this message in context: http://www.nabble.com/Assign-custom-field-to-subject-tp16304462p16304462.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From KFCrocker at lbl.gov  Wed Mar 26 12:09:22 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 Mar 2008 09:09:22 -0700
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <519782dc0803251804n79b2f607qb41ada840055a1db@mail.gmail.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
	<519782dc0803251804n79b2f607qb41ada840055a1db@mail.gmail.com>
Message-ID: <47EA7532.6010608@lbl.gov>

Jesse,


	I agree with Todd. It makes navigation easier to "see" and is therefore 
more "user-friendly". I hope we get a choice.


Kenn
LBNL


On 3/25/2008 6:04 PM, Todd Chapman wrote:
> 
> On Tue, Mar 25, 2008 at 7:31 PM, Jesse Vincent <jesse at bestpractical.com 
> <mailto:jesse at bestpractical.com>> wrote:
> 
>     http://fsck.com/~jesse/rt-3.8/ <http://fsck.com/%7Ejesse/rt-3.8/>
>     has screenshots of the new RT 3.8 theme
>     I've been working on over the past few days.
> 
>     Also, it's now much easier for you to create your own themes and
>     styles for RT.
> 
>     -jesse
> 
> 
> Jesse,
> 
> Not bad looking, but I do prefer the horizontal menus since they make 
> more efficient use of the screen space.
> 
> -Todd
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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



From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 26 12:10:11 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 26 Mar 2008 12:10:11 -0400
Subject: [rt-users] Assign custom field to subject
In-Reply-To: <16304462.post@talk.nabble.com>
References: <16304462.post@talk.nabble.com>
Message-ID: <47EA7563.20309@ucrwcu.rwc.uc.edu>

I would go with a variation of 
http://wiki.bestpractical.com/view/SelectRequestor

Instead of selects to populate the box, just pre-define some and use the 
javascript to let a user enter his or her own subject.


lgrella wrote:
> I have a user who would like the subject to be a drop down list of choices. I
> have not seen how to do this, so I have decided to create a custom field of
> a drop down list of choices, and if the subject is blank, move this custom
> field choice into the subject. I am not being successful. I have 2
> questions:
>
> 1. Can I make the subject a drop down list for one queue,  rather than an
> type in field?
> 2. If not, does anyone see anything wrong with my code:
>
> here is the custom preparation code:
> return 0 unless (!$self->TicketObj->Subject);
> return 1;
>
> and here is the custom cleanup code:
> # move the contents of the custom field into the subject
> # the name of my custom field is Choose subject here
> my $subject =
> $self->TicketObj->FirstCustomFieldValue('Choose_subject_here');
>
> $self->TicketObj->Subject=$subject;
> return 1;
>
> ###################################
> Does the name of the field, since it has spaces, have to include
> underscores? I did it that way, and for testing purposes, even chose a
> custom field of one word to eliminate the question.
>
> Thanks,
> Laura
>
>   


From KFCrocker at lbl.gov  Wed Mar 26 12:11:58 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 Mar 2008 09:11:58 -0700
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <C46A9AC5-6F22-4280-81F3-86373C51993C@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
	<47E99827.9020001@lbl.gov>
	<C46A9AC5-6F22-4280-81F3-86373C51993C@bestpractical.com>
Message-ID: <47EA75CE.7050000@lbl.gov>

Jesse,

	Kool. Very Kool. (So I'm OLD! So what! I was there when Fortran 4 was 
the language to use along with 360 Assembler! HA!).


Kenn
LBNL

On 3/25/2008 7:08 PM, Jesse Vincent wrote:
> 
> On Mar 25, 2008, at 8:26 PM, Kenneth Crocker wrote:
>> Jesse,
>>
>>
>>     It looks like you are getting away from the 3.6 navigation bars. I 
>> kinda liked them. Will there be a way to keep them like you offered 
>> for 3.4?
>>
> 
> Yep. Themes are now a per-user preference (Though the default is 
> settable site-wide.)
> 
> 



From gleduc at mail.sdsu.edu  Wed Mar 26 12:31:41 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 26 Mar 2008 09:31:41 -0700
Subject: [rt-users] Assign custom field to subject
In-Reply-To: <16304462.post@talk.nabble.com>
References: <16304462.post@talk.nabble.com>
Message-ID: <6.2.1.2.2.20080326092646.02388f30@mail.sdsu.edu>

Hi Laura,

I think your approach should work, but I don't think you can set the 
subject with a direct assignment like that.
Try $self->TicketObj->SetSubject($subject) instead.

Also, I don't think you should be replacing spaces with underscores in the 
CF name; leave the spaces.

Regards,
Gene

At 09:01 AM 3/26/2008, lgrella wrote:

>I have a user who would like the subject to be a drop down list of choices. I
>have not seen how to do this, so I have decided to create a custom field of
>a drop down list of choices, and if the subject is blank, move this custom
>field choice into the subject. I am not being successful. I have 2
>questions:
>
>1. Can I make the subject a drop down list for one queue,  rather than an
>type in field?
>2. If not, does anyone see anything wrong with my code:
>
>here is the custom preparation code:
>return 0 unless (!$self->TicketObj->Subject);
>return 1;
>
>and here is the custom cleanup code:
># move the contents of the custom field into the subject
># the name of my custom field is Choose subject here
>my $subject =
>$self->TicketObj->FirstCustomFieldValue('Choose_subject_here');
>
>$self->TicketObj->Subject=$subject;
>return 1;
>
>###################################
>Does the name of the field, since it has spaces, have to include
>underscores? I did it that way, and for testing purposes, even chose a
>custom field of one word to eliminate the question.
>
>Thanks,
>Laura


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From npereira at protus.com  Wed Mar 26 12:20:08 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 26 Mar 2008 12:20:08 -0400
Subject: [rt-users] Intergrating wo MS Exchange
Message-ID: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>

Hi,

 

Just installed RT and was wondering if it's possible to interface to MS
Exchange?

 

If so, is there howtos or anything about setting it up?

 

RT is installed on a Centos5 box.

 

 

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From mike.peachey at jennic.com  Wed Mar 26 12:58:21 2008
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 26 Mar 2008 16:58:21 +0000
Subject: [rt-users] RT authing off of LDAP
In-Reply-To: <C40EE5A3.3C5C%lbohm@jackpotrewardsinc.com>
References: <C40EE5A3.3C5C%lbohm@jackpotrewardsinc.com>
Message-ID: <47EA80AD.60905@jennic.com>

Louis Bohm wrote:
> I am currently running RT 3.6.6 on Centos 5.0 and I want RT to authorize
> users from an LDAP directory (specifically sun one directory).  I have tried
> the different methods listed on the LDAP wiki page with little success.  The
> Overly method seems to give the "best" response.  When using it I get the
> error: [warning]: Transaction->Create couldn't, as you didn't specify an
> object type and id (/apps/rt3/lib/RT/Record.pm:1488) when I try to login as
> a user who does not exist locally in RT.  If I create the user in RT (just
> the user name.  No password or anything else.) I can see in the RT logs it
> contacting my ldap server and pulling down all the user info for that user.
> I can then login to RT as root and see this info in the users config.  But
> that user still cannot login because of a auth failure.
> 
> Does anyone have any ideas how I can try to fix this???


You will need to set logging level to debug and work through it. There 
are a number of places where you can go wrong here and you don't always 
get decent debug messages about it.. often it's a simple config error, 
but you may need to add your own debug messages to the overlay to find 
out what's happening.

The most common mistake with this is to not specify an LDAP filter 
because you don't want to filter the results. If that is the case you 
will need to specify (objectClass=*) as your LDAP filter.

Also, when did you last look at the LDAP page 
(http://wiki.bestpractical.com/view/LDAP)?

I updated it yesterday to take account of the new extension I have added 
to CPAN for external authentication which includes a rewrite of the LDAP 
User_Local overlay with more debugging statements and better code 
commenting as well as the ability to use multiple and/or separate 
sources for authentication and information as well as DBI supported 
sources such as SQL databases.

Just a thought.
--
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From barnesaw at ucrwcu.rwc.uc.edu  Wed Mar 26 13:00:05 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 26 Mar 2008 13:00:05 -0400
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>
Message-ID: <47EA8115.1090302@ucrwcu.rwc.uc.edu>

Does http://wiki.bestpractical.com/view/MSExchangeRelay help?

Nelson Pereira wrote:
>
> Hi,
>
>  
>
> Just installed RT and was wondering if it?s possible to interface to 
> MS Exchange?
>
>  
>
> If so, is there howtos or anything about setting it up?
>
>  
>
> RT is installed on a Centos5 box.
>
>  
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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


From npereira at protus.com  Wed Mar 26 13:11:21 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 26 Mar 2008 13:11:21 -0400
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <47EA8115.1090302@ucrwcu.rwc.uc.edu>
References: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>
	<47EA8115.1090302@ucrwcu.rwc.uc.edu>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE690@EXMAIL.protus.org>

Yes, that's what I was looking for... Thanks...

Now, just trying to get this centos5 box to accept connections from the
Exchange sever....  Can't seem to figure that one out. Can't telnet to
port 25 on the centos5 box running rt.



Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: Wednesday, March 26, 2008 1:00 PM
To: Nelson Pereira
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergrating wo MS Exchange

Does http://wiki.bestpractical.com/view/MSExchangeRelay help?

Nelson Pereira wrote:
>
> Hi,
>
>  
>
> Just installed RT and was wondering if it's possible to interface to 
> MS Exchange?
>
>  
>
> If so, is there howtos or anything about setting it up?
>
>  
>
> RT is installed on a Centos5 box.
>
>  
>
>  
>
>
------------------------------------------------------------------------
>
> _______________________________________________
> 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


From anarcat at anarcat.ath.cx  Wed Mar 26 13:33:30 2008
From: anarcat at anarcat.ath.cx (The Anarcat)
Date: Wed, 26 Mar 2008 13:33:30 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com>
Message-ID: <20080326173330.GP8744@mumia.anarcat.ath.cx>

Very nice.

A.

On Tue, Mar 25, 2008 at 07:31:37PM -0400, Jesse Vincent wrote:
> http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme  
> I've been working on over the past few days.
>
> Also, it's now much easier for you to create your own themes and styles 
> for RT.
>
> -jesse



-- 
Why bother building more nukes until we use the ones we already have?
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From frota at cecom.ufmg.br  Wed Mar 26 13:26:33 2008
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Wed, 26 Mar 2008 14:26:33 -0300
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE690@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>
	<47EA8115.1090302@ucrwcu.rwc.uc.edu>
	<21044E8C915A7E43B90A1056127160F10CE690@EXMAIL.protus.org>
Message-ID: <200803261426.33345.frota@cecom.ufmg.br>


If you are running Sendmail and can connect to localhost:25, you need to 
modify the original configuration file or regenerate it from the "mc"  
file:

      . yum install sendmail-cf
      . cd to /etc/mail
      . edit sendmail.mc:
           DAEMON_OPTIONS(`Port=smtp, Name=MTA')dnl
           . you may modify other  options, read all file
      . m4 sendmail.mc > sendmail.newcf

Compare sendmail.cf with sendmail.newcf. Then, save sendmail.cf in a 
secure place and change sendmail.newcf to sendmail.cf. After all, you 
will need to restart sendmail (service sendmail restart).

You may need to alter the iptables configuration. If you are using 
default packages, run system-config-securitylevel.

Em Qua 26 Mar 2008, Nelson Pereira escreveu:
> Yes, that's what I was looking for... Thanks...
>
> Now, just trying to get this centos5 box to accept connections from
> the Exchange sever....  Can't seem to figure that one out. Can't
> telnet to port 25 on the centos5 box running rt.
>
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 	www.MyFax.com
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> Sent: Wednesday, March 26, 2008 1:00 PM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Intergrating wo MS Exchange
>
> Does http://wiki.bestpractical.com/view/MSExchangeRelay help?
>
> Nelson Pereira wrote:
> > Hi,
> >
> >
> >
> > Just installed RT and was wondering if it's possible to interface
> > to MS Exchange?
> >
> >
> >
> > If so, is there howtos or anything about setting it up?
> >
> >
> >
> > RT is installed on a Centos5 box.
>
> ---------------------------------------------------------------------
>---
>
> > _______________________________________________
> > 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
>
> _______________________________________________
> 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



-- 
     Fernando Frota Machado de Morais
        Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3409.4007  Fax. +55(31)3409.4004


From npereira at protus.com  Wed Mar 26 13:54:41 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 26 Mar 2008 13:54:41 -0400
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <200803261426.33345.frota@cecom.ufmg.br>
References: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org><47EA8115.1090302@ucrwcu.rwc.uc.edu><21044E8C915A7E43B90A1056127160F10CE690@EXMAIL.protus.org>
	<200803261426.33345.frota@cecom.ufmg.br>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE6A9@EXMAIL.protus.org>

That's the problem.... I can't telnet to localhost 25.... I get
connection refused although sendmail is running....




Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Fernando
Frota Machado de Morais
Sent: Wednesday, March 26, 2008 1:27 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergrating wo MS Exchange


If you are running Sendmail and can connect to localhost:25, you need to

modify the original configuration file or regenerate it from the "mc"  
file:

      . yum install sendmail-cf
      . cd to /etc/mail
      . edit sendmail.mc:
           DAEMON_OPTIONS(`Port=smtp, Name=MTA')dnl
           . you may modify other  options, read all file
      . m4 sendmail.mc > sendmail.newcf

Compare sendmail.cf with sendmail.newcf. Then, save sendmail.cf in a 
secure place and change sendmail.newcf to sendmail.cf. After all, you 
will need to restart sendmail (service sendmail restart).

You may need to alter the iptables configuration. If you are using 
default packages, run system-config-securitylevel.

Em Qua 26 Mar 2008, Nelson Pereira escreveu:
> Yes, that's what I was looking for... Thanks...
>
> Now, just trying to get this centos5 box to accept connections from
> the Exchange sever....  Can't seem to figure that one out. Can't
> telnet to port 25 on the centos5 box running rt.
>
>
>
> Nelson Pereira
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 	www.MyFax.com
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> Sent: Wednesday, March 26, 2008 1:00 PM
> To: Nelson Pereira
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Intergrating wo MS Exchange
>
> Does http://wiki.bestpractical.com/view/MSExchangeRelay help?
>
> Nelson Pereira wrote:
> > Hi,
> >
> >
> >
> > Just installed RT and was wondering if it's possible to interface
> > to MS Exchange?
> >
> >
> >
> > If so, is there howtos or anything about setting it up?
> >
> >
> >
> > RT is installed on a Centos5 box.
>
> ---------------------------------------------------------------------
>---
>
> > _______________________________________________
> > 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
>
> _______________________________________________
> 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



-- 
     Fernando Frota Machado de Morais
        Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3409.4007  Fax. +55(31)3409.4004
_______________________________________________
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


From Steve.Anderson at bipsolutions.com  Wed Mar 26 13:15:31 2008
From: Steve.Anderson at bipsolutions.com (Steve Anderson)
Date: Wed, 26 Mar 2008 17:15:31 -0000
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>
Message-ID: <73C3337877023246872FB2E97FD1636C01429924@mailx10.virtual-email.net>

Easiest way:

 

Create a mailbox for RT's mail to go into. However you want to do this.

 

 

Install Fetchmail onto your RT server. (yum has it)

 

Configure Fetchmail to collect mail from your exchange server (POP3 or
IMAP)

 

Have your local MTA deliver the mail into RT.

 

I've had that working for the last couple of years now. Around 20,000
tickets so far.

 

The MTA I'm using is Exim, so I can use the exim filtering rules,
through its .forward for RT. I'm afraid I've got no how-to written up,
but there should be a reasonable amount of documentation out there on
how fetchmail works. And there's documentation on how to get local mail
into RT, using mailgate.

 

The fetchmail config I have is (in .fetchmailrc, in the RT users home
directory)

 

set postmaster "rt"

set bouncemail

set no spambounce

set properties ""

poll your.pop3.server

 

       user 'rt' there with password 'changed to save my blushes' is
'rt' here

 

 

 

 

 

Steve Anderson

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: 26 March 2008 16:20
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Intergrating wo MS Exchange

 

Hi,

 

Just installed RT and was wondering if it's possible to interface to MS
Exchange?

 

If so, is there howtos or anything about setting it up?

 

RT is installed on a Centos5 box.

 

 

 

________________________________

This email has been scanned by Netintelligence
http://www.netintelligence.com/email

________________________________



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From lgrella at acquiremedia.com  Wed Mar 26 14:19:04 2008
From: lgrella at acquiremedia.com (lgrella)
Date: Wed, 26 Mar 2008 11:19:04 -0700 (PDT)
Subject: [rt-users] Assign custom field to subject
In-Reply-To: <6.2.1.2.2.20080326092646.02388f30@mail.sdsu.edu>
References: <16304462.post@talk.nabble.com>
	<6.2.1.2.2.20080326092646.02388f30@mail.sdsu.edu>
Message-ID: <16310486.post@talk.nabble.com>


Thank you Gene, it works perfectly!

--Laura

Gene  LeDuc wrote:
> 
> Hi Laura,
> 
> I think your approach should work, but I don't think you can set the 
> subject with a direct assignment like that.
> Try $self->TicketObj->SetSubject($subject) instead.
> 
> Also, I don't think you should be replacing spaces with underscores in the 
> CF name; leave the spaces.
> 
> Regards,
> Gene
> 
> At 09:01 AM 3/26/2008, lgrella wrote:
> 
>>I have a user who would like the subject to be a drop down list of
choices. I
>>have not seen how to do this, so I have decided to create a custom field
of
>>a drop down list of choices, and if the subject is blank, move this custom
>>field choice into the subject. I am not being successful. I have 2
>>questions:
>>
>>1. Can I make the subject a drop down list for one queue,  rather than an
>>type in field?
>>2. If not, does anyone see anything wrong with my code:
>>
>>here is the custom preparation code:
>>return 0 unless (!$self->TicketObj->Subject);
>>return 1;
>>
>>and here is the custom cleanup code:
>># move the contents of the custom field into the subject
>># the name of my custom field is Choose subject here
>>my $subject =
>>$self->TicketObj->FirstCustomFieldValue('Choose_subject_here');
>>
>>$self->TicketObj->Subject=$subject;
>>return 1;
>>
>>###################################
>>Does the name of the field, since it has spaces, have to include
>>underscores? I did it that way, and for testing purposes, even chose a
>>custom field of one word to eliminate the question.
>>
>>Thanks,
>>Laura
> 
> 
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University 
> 
> _______________________________________________
> 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
> 
> 

-- 
View this message in context: http://www.nabble.com/Assign-custom-field-to-subject-tp16304462p16310486.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From npereira at protus.com  Wed Mar 26 14:40:09 2008
From: npereira at protus.com (Nelson Pereira)
Date: Wed, 26 Mar 2008 14:40:09 -0400
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <73C3337877023246872FB2E97FD1636C01429924@mailx10.virtual-email.net>
References: <21044E8C915A7E43B90A1056127160F10CE671@EXMAIL.protus.org>
	<73C3337877023246872FB2E97FD1636C01429924@mailx10.virtual-email.net>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE6BD@EXMAIL.protus.org>

I don't want to create a user box on the exchange system and have RT
fetch the mail.

We are having a hard time getting the exchange to send email to RT.

I used MUTT to send an email to the email address configured in RT for
the Queue, but getting this error:

 

This is the error Mutt receives:

 

Date: Wed, 26 Mar 2008 14:36:32 -0400

From: Mail Delivery Subsystem <MAILER-DAEMON at nelsoncentos.protus.org>

To: <root at nelsoncentos.protus.org>

Subject: Returned mail: see transcript for details

Auto-Submitted: auto-generated (failure)

 

[-- Attachment #1 --]

[-- Type: text/plain, Encoding: 7bit, Size: 0.4K --]

 

The original message was received at Wed, 26 Mar 2008 14:36:32 -0400

from nelsoncentos.protus.org [127.0.0.1]

 

   ----- The following addresses had permanent fatal errors -----

<rt3test1 at protusrt.com>

    (reason: 550 Host unknown)

 

   ----- Transcript of session follows -----

550 5.1.2 <rt3test1 at protusrt.com>... Host unknown (Name server:
protusrt.com: host not found)

 

[-- Attachment #2 --]

[-- Type: message/delivery-status, Encoding: 7bit, Size: 0.3K --]

 

Reporting-MTA: dns; nelsoncentos.protus.org

Received-From-MTA: DNS; nelsoncentos.protus.org

Arrival-Date: Wed, 26 Mar 2008 14:36:32 -0400

 

Final-Recipient: RFC822; rt3test1 at protusrt.com

Action: failed

Status: 5.1.2

Remote-MTA: DNS; protusrt.com

Diagnostic-Code: SMTP; 550 Host unknown

Last-Attempt-Date: Wed, 26 Mar 2008 14:36:32 -0400

 

[-- Attachment #3 --]

[-- Type: message/rfc822, Encoding: 7bit, Size: 0.7K --]

 

Date: Wed, 26 Mar 2008 14:36:32 -0400

From: root <root at nelsoncentos.protus.org>

To: rt3test1 at protusrt.com

Subject: testing

User-Agent: Mutt/1.4.2.2i

 

kuqdgvliuegvega

 

 

 

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve
Anderson
Sent: Wednesday, March 26, 2008 1:16 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergrating wo MS Exchange

 

Easiest way:

 

Create a mailbox for RT's mail to go into. However you want to do this.

 

 

Install Fetchmail onto your RT server. (yum has it)

 

Configure Fetchmail to collect mail from your exchange server (POP3 or
IMAP)

 

Have your local MTA deliver the mail into RT.

 

I've had that working for the last couple of years now. Around 20,000
tickets so far.

 

The MTA I'm using is Exim, so I can use the exim filtering rules,
through its .forward for RT. I'm afraid I've got no how-to written up,
but there should be a reasonable amount of documentation out there on
how fetchmail works. And there's documentation on how to get local mail
into RT, using mailgate.

 

The fetchmail config I have is (in .fetchmailrc, in the RT users home
directory)

 

set postmaster "rt"

set bouncemail

set no spambounce

set properties ""

poll your.pop3.server

 

       user 'rt' there with password 'changed to save my blushes' is
'rt' here

 

 

 

 

 

Steve Anderson

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: 26 March 2008 16:20
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Intergrating wo MS Exchange

 

Hi,

 

Just installed RT and was wondering if it's possible to interface to MS
Exchange?

 

If so, is there howtos or anything about setting it up?

 

RT is installed on a Centos5 box.

 

 

 

________________________________

This email has been scanned by Netintelligence
http://www.netintelligence.com/email

________________________________

 


BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 38303966 and having its registered office
at Park House, 300 Glasgow Road, Shawfield, Glasgow, G73 1SQ

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From ruslan.zakirov at gmail.com  Wed Mar 26 16:56:44 2008
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 26 Mar 2008 23:56:44 +0300
Subject: [rt-users] RT SLA Extensions
In-Reply-To: <47EA7564.6030005@mobicomp.com>
References: <47EA7564.6030005@mobicomp.com>
Message-ID: <589c94400803261356p412828c2m601ecd02a10146d8@mail.gmail.com>

It's already there. Just don't grant rights to see and/or modify the
field to other users. And I think it's even described in the doc.

http://search.cpan.org/~ruz/RT-Extension-SLA-0.01/lib/RT/Extension/SLA.pm#Access_control

PS: Don't forget to write to rt-users or rt-devel lists.

On Wed, Mar 26, 2008 at 7:10 PM, Carlos Silva <cmsilva at mobicomp.com> wrote:
> Hi Ruslan,
>
>  I've been charged with adapting our current RT infrastructure to better
>  meet our needs, and one of the requirements is support for SLA current
>  state tracking.
>
>  I've seen two modules on CPAN (Business::SLA and RT::Extension::SLA)
>  that look promising, but they don't match our needs because from what
>  I've understood their SLA tracking is made at the ticket level while we
>  would need something at the queue level as we don't want the ticket
>  requestor to choose the ticket corresponding SLA, but in it being
>  associated with the queue.
>
>  Do you have any plans to implement something like this for any future
>  versions, any suggestions on how to or accept patches for this? I'm
>  still getting my feet wet with RT.
>
>  Thank you for your time, regards.
>  Carlos Silva
>



-- 
Best regards, Ruslan.


From gevans at hcc.net  Wed Mar 26 17:36:04 2008
From: gevans at hcc.net (Greg Evans)
Date: Wed, 26 Mar 2008 14:36:04 -0700
Subject: [rt-users] Questions about User accounts.
Message-ID: <00c901c88f89$6597fc50$1200a8c0@hcc.local>

Good mid-morning (my time),

I am looking for a possible solution to what I see as a possible issue that
may arrive in our use of RT.

A good Example would be a family

Person	email address		Account
Dad 		dad at ourdomain.com		dad
Mom		mom at ourdomain.com		dad
Kid1		kid1 at ourdomain.com	dad
Kid2		kid2 at ourdomain.com	dad

That way when any one of them call and I enter any of those email addresses
as the requestor it would be associated with the account 'dad'

Is this possible? I haven't seen anything so far that makes it possible in
searching the wiki or google that would apply to my situation. I found
something that is LDAP based that might work, but we use NIS here at present
and we are not integrating that with RT. We will wait until the new LDAP
system is ready to do that.


Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212 




From KFCrocker at lbl.gov  Wed Mar 26 18:17:11 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 Mar 2008 15:17:11 -0700
Subject: [rt-users] Questions about User accounts.
In-Reply-To: <00c901c88f89$6597fc50$1200a8c0@hcc.local>
References: <00c901c88f89$6597fc50$1200a8c0@hcc.local>
Message-ID: <47EACB67.5070802@lbl.gov>

Greg,


	Actually, that could be done a couple ways. Which way is best would be 
determined on what you want to do with the account info. All four 
members of the family could be members of Group "Family". This group has 
the rights to create, own, modify, delete, etc. tickets in the queue 
"Family". You can create tickets as well in the same queue and specify 
who you want the owner to be, OR let it sit and let them take the ticket 
as they see fit. All ticket info is available via query/spreadsheet and 
you can sort by owner. If you create tickets via self-service, you send 
them to the alias for that queue OR you could send them to any of the 
owners' email addresses and those addresses would point to the same alias.
	If you want separate queues, then another way would be to have the same 
group (with the same rights for each of the 4 queues) but also create a 
Custom Field that is applied to the 4 queues and that CF allows you to 
select one of any number of accounts and you could run a query that 
pulls the same ticket info, including the CF, and separate based on the 
CF value.
	Either will work, but how well will depend on what you want to do  with 
the info by account. Hope I helped.


Kenn
LBNL

On 3/26/2008 2:36 PM, Greg Evans wrote:
> Good mid-morning (my time),
> 
> I am looking for a possible solution to what I see as a possible issue that
> may arrive in our use of RT.
> 
> A good Example would be a family
> 
> Person	email address		Account
> Dad 		dad at ourdomain.com		dad
> Mom		mom at ourdomain.com		dad
> Kid1		kid1 at ourdomain.com	dad
> Kid2		kid2 at ourdomain.com	dad
> 
> That way when any one of them call and I enter any of those email addresses
> as the requestor it would be associated with the account 'dad'
> 
> Is this possible? I haven't seen anything so far that makes it possible in
> searching the wiki or google that would apply to my situation. I found
> something that is LDAP based that might work, but we use NIS here at present
> and we are not integrating that with RT. We will wait until the new LDAP
> system is ready to do that.
> 
> 
> Greg Evans
> Hood Canal Communications
> (360) 898-2481 ext.212 
> 
> 
> _______________________________________________
> 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
> 



From KFCrocker at lbl.gov  Wed Mar 26 18:39:32 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 Mar 2008 15:39:32 -0700
Subject: [rt-users] Re  solved scrip problem
In-Reply-To: <16299138.post@talk.nabble.com>
References: <16174370.post@talk.nabble.com> <47E92BAF.90408@lbl.gov>
	<16299138.post@talk.nabble.com>
Message-ID: <47EAD0A4.7030209@lbl.gov>

F350,


	Well, first off, you have some redundancies that could easily make 
debugging harder. For example, if you have granted the 
"CreateSavedSearch" Globally for ""Privileged" users, then you do not 
need to grant the same right again to the global group as they are 
"privileged" users (a user can't be in a group that has privileges if 
they are not privileged users). That's one example. Same with "ModifySelf".
	Next, you mentioned that the scrip is executed, but no one in the group 
gets the email. Whether or not someone gets the email does NOT depend on 
rights. It depends on who is causing the transaction and who is listed 
as the recipient of an email. RT does not "Notify" any user causing the 
transaction. That's what "AutoReply" does. RT figures that if you are 
the one doing the work, then you do not need to be notified about the 
work cause YOU did it in the first place. So, whether the users in the 
"super" Group are listed as the requestor OR CC or AdminCc, they will 
NOT get any notification as an addressee if they are the users doing the 
work (in this case, changing the ticket status to "resolved").
	Check to see who is listed as requestor on the tickets that were 
resolved and if they are in that group, you have your explanation. If 
you want them to get the email anyway, change the action to "AutoReply" 
to requestors. If they were not the requestor, then they wouldn't get a 
reply anyway. Hope this helps.


Kenn
LBNL

On 3/26/2008 3:04 AM, F350 wrote:
> Hello Kenn,
> 
> Thanks for your reply.
> 
> I'm using the default "Resolved" template which is associated to the default
> scrip "On Resolve Notify Requestors with template Resolved".
> 
> The rights that are set for the "Global" group are:
> AssignCustomFields
> CommentOnTicket
> CreateSavedSearch
> DelegateRights
> DeleteTicket
> EditSavedSearches
> LoadSavedSearch
> ModifySelf
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeCustomField
> SeeGroup
> SeeQueue
> ShowOutgoingEmail
> ShowSavedSearches
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
> 
>  In addition to the rights, i have the following rights set also globally
> for the privileged users:
> CreateSavedSearch
> DelegateRights
> EditSavedSearches
> LoadSavedSearch
> ModifySelf
> 
>  And the following for everyone (Globally)
> CreateTicket
> ReplyToTicket
> 
> Thanks again for your help
> 
> Marc
> 
> 
> Kenneth Crocker wrote:
>> F350,
>>
>>
>> 	Would you mind providing some info? What is the Condition and Action on 
>> the scrip in question. Do you use a special Template? Can you list the 
>> rights you gave the "Global" group as opposed to the Group of primary 
>> users of the queue? thanks.
>>
>>
>> Kenn
>> LBNL
>>
>> On 3/25/2008 6:06 AM, F350 wrote:
>>> Greetings, 
>>> I set up a group called "All queues" with some members inside. These
>>> members
>>> are supposed to have read and write rights globally on all the queues
>>> just
>>> like the members of each queue. The problem is that when a member of the
>>> "All queues" group resolves a ticket, the scrip "Resolved" is not
>>> excecuted
>>> therefore the resolved template email is not sent. However, the scrip is
>>> excuted when a member of a queue resolves a ticket. Am i missing
>>> something ?
>>> even if i give "superUser" rights globally for the "All queues" group,
>>> the
>>> scrip is still not excuted. Thx for your help
>> _______________________________________________
>> 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
>>
>>
> 



From KFCrocker at lbl.gov  Wed Mar 26 18:50:36 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 26 Mar 2008 15:50:36 -0700
Subject: [rt-users] Auto-created users not does not appear...
In-Reply-To: <47EA4A1F.9090101@contactnet.com.br>
References: <47EA4A1F.9090101@contactnet.com.br>
Message-ID: <47EAD33C.6010107@lbl.gov>

Fabio,


	It all depends on how you grant rights' to the queues. If you have 
groups with the correct rights to the correct queues, then you will need 
to add these users to one of your existing groups OR grant some of these 
rights globally to "Everyone", "Privileged", "Requestor", or whatever 
case fits. You could also write some code (as a scrip) to add users to a 
group using the info added to an account by LDAP. Either way, RT does 
not automatically add users to user-defined groups, only system groups 
and the "Requestor" role.
	As far as searches go, I do believe that the "Requestor" field is 
available for ALL searches as a role, not as individuals. For that, you 
might want the search to sort on requestor or something. It depends on 
what you are trying to do.  Hope this helps.

Kenn
LBNL

On 3/26/2008 6:05 AM, F?bio M. Catunda wrote:
> Hi,
> 
> I have a lot of auto-created users in my RT installation, they are 
> readed from a LDAP directory when an e-mail is received.
> 
> The question is that those users do not appear on every drop-down, so I 
> can't select them as search criteria and etc.
> 
> Is there a way to make them appear?
> 
> RT 3.6.1-4 - Debian package.
> 
> Thanks.
> _______________________________________________
> 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
> 



From PhilipHaworth at scoutsolutions.co.uk  Thu Mar 27 05:27:13 2008
From: PhilipHaworth at scoutsolutions.co.uk (Philip Haworth)
Date: Thu, 27 Mar 2008 09:27:13 -0000
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
In-Reply-To: <47E91EF7.9030606@ucrwcu.rwc.uc.edu>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29D05.6060702@ucrwcu.rwc.uc.edu>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B60@s-wor-e-001.SCOUTSOFFICE.local>
	<47E91EF7.9030606@ucrwcu.rwc.uc.edu>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E647C2C66@s-wor-e-001.SCOUTSOFFICE.local>

Thanks for the fork suggestion, I'm sure something like this will happen
in the future, so its good to be aware about it.

As I have said in an earlier reply to Kenneth (I think), I am using
Comments to store client emails because I am manually c&ping (copy and
pasting) from our support inbox into RT in order to test how RT copes
with our current support procedure. Actually emailing RT itself has
already been successully tested by myself, and the support email address
will point to the RT installation when we are ready to officially move
to RT.

This visual representation issue isn't just a quirk of my particular
incorrect usage of RT; because there are special Comment and Reply links
for individual Comments and Replies History items, it would definitely
be useful to have a threaded view at some point. My main reason for
posting was to find out if there was such a feature, and there isn't, so
mission accomplished for me. I'm sure we'll be moving to RT regardless
soon.


Philip Haworth
Support Developer
Scout Solutions Software Ltd
01905 361 500
philiphaworth at scoutsolutions.co.uk
scoutclientsupport at scoutsolutions.co.uk


This E-mail and any attachments to it are strictly confidential and
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-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] 
Sent: 25 March 2008 15:49
To: Philip Haworth
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
history?

Re-reading your original, I think I see where our minds got crossed.  I
originally read it as a client clarifying her original request in an
email into your RT box, after you had already commented.

Upon re-reading, it now seems that she is emailing you and you are
copy/pasting her emails into the ticket history.  As a result, my fork
solution will not work since you are putting her comments into the
history.

Is there a reason you are not corresponding directly through RT?  This
is where, if a clarification comes in and it changes the ticket in such
a way that your previous comments no longer make sense, you could fork
it to a new one and disregard the older comments that no longer apply.


Philip Haworth wrote:
> Thanks for the reply Drew, I have read up the thread I think you are 
> refering to 
> (http://www.gossamer-threads.com/lists/rt/users/16448?search_string=Di
> rk %20Pape%20fork;#16448), however this is not the issue.
>
> My request for a threaded History view is just a visual display of 
> information - the ticket itself is still valid, it does not need 
> forking at all, there are no separate issues to deal with. This is 
> just an issue of visually associating a child comment in a ticket 
> (that has been created by clicking the 'comment' link of a parent 
> comment) with the parent comment.
>
>
> Philip Haworth
> Support Developer
> Scout Solutions Software Ltd
> 01905 361 500
> philiphaworth at scoutsolutions.co.uk
> scoutclientsupport at scoutsolutions.co.uk
>
>
> This E-mail and any attachments to it are strictly confidential and 
> intended solely for the addressee. It and they may contain information

> which is covered by legal, professional, or other privilege. If you 
> are not the intended addressee, you must not disclose, forward, copy 
> or take any action in reliance on this E-mail or its attachments. If 
> you have received this E-mail in error, please notify the sender at 
> Scout Solutions on 01905 361 500 as soon as possible and delete this 
> e-mail immediately and destroy any hard copies of it.
> Neither Scout Solutions nor the sender accepts any responsibility for 
> any virus that may be carried by this e-mail and it is the recipient's

> responsibility to scan the e-mail and any attachments before opening 
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> If this e-mail is a personal communication, the views expressed in it 
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>
> Scout Solutions Software Limited is registered in England and Wales 
> number 4667857 and its registered office is Whittington Hall, 
> Whittington Road, Worcester WR5 2ZX
>
>
> -----Original Message-----
> From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
> Sent: 20 March 2008 17:21
> To: Philip Haworth
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's

> history?
>
> I have installed Dirk Pape's fork patch and just fork a new ticket in 
> this instance.  I then resolve the original and everything is still 
> preserved.
>
> Philip Haworth wrote:
>   
>> Note: This is a second attempt to send this email after delivery 
>> failure without a reason given for the first attempt.
>>  
>> Hello, I am currently testing Request Tracker in the hopes that it 
>> will be the Issue Tracker system that the small company I work for 
>> will settle with, to deal with support requests and then other uses 
>> as
>>     
>
>   
>> they would arise.
>>  
>> During working on one support ticket, I came across a minor issue: At

>> the moment I am storing emails from the client as Comments in the 
>> ticket, and I had generated a fair number of History items for the 
>> ticket I was working on. I found that the client had send a second 
>> email clarifying her original support request, straight after the 
>> original email had been sent - however as I wasn't aware of this 
>> email
>>     
>
>   
>> at the time, it hadn't been added to the ticket straight after the 
>> opening comment of her original email. I then used the Comment link 
>> of
>>     
>
>   
>> the opening comment in order to indicate that the original email has 
>> been superseded with this new email; entered the email in then 
>> submitted the Comment. Unfortunately this comment was the appended to

>> the end of the History list for the current ticket - this wasn't what

>> I was after.
>>  
>> I wanted the comment I added to be displayed under the original 
>> comment to indicate that it was a 'reply' to the original comment - 
>> otherwise someone having a quick overview of the ticket might not 
>> realise that the client had sent a second email clarifying her first.
>>  
>> Basically I'm after a threaded view of the relationship between the 
>> ticket comments (as used in Newsgroups), when I use the specialised 
>> Comment links rather than the overall ticket Comment link. Is this 
>> something that's in RT's settings, or is it outside the current spec 
>> of RT? Unfortunately I'm just a user of the system and don't have the

>> knowledge to program RT itself, but I can talk to the RT 
>> administrator
>>     
>
>   
>> if any required code changes are easy enough.
>>  
>> Thanks for any help.
>>
>> ______________________________________________________
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>> -
>> --
>>
>> _______________________________________________
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>>
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>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>     
>
> ______________________________________________________
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From PhilipHaworth at scoutsolutions.co.uk  Thu Mar 27 05:30:00 2008
From: PhilipHaworth at scoutsolutions.co.uk (Philip Haworth)
Date: Thu, 27 Mar 2008 09:30:00 -0000
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
In-Reply-To: <47E92E0E.4080306@lbl.gov>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
Message-ID: <3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>

K, thanks for your reply. I was mainly interested in finding out if the
feature exists; I doubt our RT admin would want to code it himself
anyway ;) I'm sure we will be moving our support to RT soon regardless.


Philip Haworth
Support Developer
Scout Solutions Software Ltd
01905 361 500
philiphaworth at scoutsolutions.co.uk
scoutclientsupport at scoutsolutions.co.uk


This E-mail and any attachments to it are strictly confidential and
intended solely for the addressee. It and they may contain information
which is covered by legal, professional, or other privilege. If you are
not the intended addressee, you must not disclose, forward, copy or take
any action in reliance on this E-mail or its attachments. If you have
received this E-mail in error, please notify the sender at Scout
Solutions on 01905 361 500 as soon as possible and delete this e-mail
immediately and destroy any hard copies of it.
Neither Scout Solutions nor the sender accepts any responsibility for
any virus that may be carried by this e-mail and it is the recipient's
responsibility to scan the e-mail and any attachments before opening
them.

If this e-mail is a personal communication, the views expressed in it
and in any attachments are personal, and unless otherwise explicitly
stated do not represent the views of Scout Solutions. 

Scout Solutions Software Limited is registered in England and Wales
number 4667857 and its registered office is Whittington Hall,
Whittington Road, Worcester WR5 2ZX


-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: 25 March 2008 16:54
To: Philip Haworth
Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
history?

Philip,


	I think I understand now what you were asking. The stuff about
the requestor sending in an adeendum threw me off. It seems the question
is simply "can RT be configured to insert replies to comments next to
the comment being replied on, instead of by chronological order?". If I
am correct in understanding your question, my answer is "I've never
heard or seen it". My understanding of history is that they are
attachments records that can be displayed in ascending or descending
order only. To get around that, you would probably have to get "into" RT
and add another option and code the way that option should work. IT
seems a bit messy, but possibly doable. I just tell my clients it's a
built in limitation and leave it at that. They don't seem to mind as RT
has so many other terrific features. Sorry I couldn't help.


Kenn
LBNL

On 3/25/2008 7:11 AM, Philip Haworth wrote:
> Firstly, sorry for the delay in replying - last Friday was good 
> Friday, then the weekend, and this Monday being another bank holiday 
> has lead to a long delay in getting back to work.
> 
> FYI the failure email I got contained:
> 
> 'This is the mail system at host diesel.bestpractical.com.
> 
> I'm sorry to have to inform you that your message could not be 
> delivered to one or more recipients. It's attached below.
> 
> For further assistance, please send mail to postmaster.
> 
> If you do so, please include this problem report. You can delete your 
> own text from the attached returned message.
> 
>                    The mail system
> 
> <rt-users at diesel.bestpractical.com> (expanded from
>     <rt-users at lists.bestpractical.com>): mail forwarding loop for
>     rt-users at diesel.bestpractical.com'
> 
> I remember getting an email saying my email had been successfully 
> received by the list; but then this one came later so I got a bit 
> confused.
> 
> 
> The issue here isn't how I store the email content - as this is a test

> installation of RT, I am currently dealing with emails through the 
> traditional support inbox, and then copying their contents over to 
> comments in tickets that I create in RT as part of this test.
> Autocreation of tickets via emailing RT has already been successfully 
> tested, but this will only be brought into action fully when the 
> decision is made to move support email address to RT, so for now I'll 
> still be using comments.
> 
> The issue is merely how comments (and presumably replies) are 
> displayed to the user in the ticket's history. If I create a 'reply' 
> to a comment
> (note: this is not a reply in RT parlance, i.e. a reply email to the 
> ticket; but creation of a comment by clicking a particular comment's 
> 'comment' link), I expect History to have a view that visually 
> associates this comment 'reply' with the original comment. I have 
> attached a gif illustration of what I mean.
> 
> 
> Philip Haworth
> Support Developer
> Scout Solutions Software Ltd
> 01905 361 500
> philiphaworth at scoutsolutions.co.uk
> scoutclientsupport at scoutsolutions.co.uk
> 
> 
> This E-mail and any attachments to it are strictly confidential and 
> intended solely for the addressee. It and they may contain information

> which is covered by legal, professional, or other privilege. If you 
> are not the intended addressee, you must not disclose, forward, copy 
> or take any action in reliance on this E-mail or its attachments. If 
> you have received this E-mail in error, please notify the sender at 
> Scout Solutions on 01905 361 500 as soon as possible and delete this 
> e-mail immediately and destroy any hard copies of it.
> Neither Scout Solutions nor the sender accepts any responsibility for 
> any virus that may be carried by this e-mail and it is the recipient's

> responsibility to scan the e-mail and any attachments before opening 
> them.
> 
> If this e-mail is a personal communication, the views expressed in it 
> and in any attachments are personal, and unless otherwise explicitly 
> stated do not represent the views of Scout Solutions.
> 
> Scout Solutions Software Limited is registered in England and Wales 
> number 4667857 and its registered office is Whittington Hall, 
> Whittington Road, Worcester WR5 2ZX
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
> Sent: 20 March 2008 17:01
> To: Philip Haworth
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's

> history?
> 
> Philip,
> 
> 
> 	I received your email yesterday, so the failure notice you got
didn't 
> stop your email from getting to the user's group.
> 	I'm not sure what advantage you get from altering the way RT
stores 
> it's replies. Both are part of ticket history and both have separate 
> rights control of what a user can see in that history (you can set it 
> so a user can see neither, either, or both). You can also alter the 
> chronology from ascending to descending. I suppose it's my lack of 
> understanding of how your method is supposed to be better than the 
> built-in abilities that RT has that keeps me from being able to help 
> you accurately. So, let me ask; what is the supposed advantage of 
> storing an email as a comment as opposed to leaving it be? Why does 
> the requestor sending a second, clarifying email upset the apple cart?

> With those answers, I might be able to steer you in an acceptable
direction.
> 
> 
> Kenn
> LBNL
> 
> On 3/20/2008 5:53 AM, Philip Haworth wrote:
>> Note: This is a second attempt to send this email after delivery 
>> failure without a reason given for the first attempt.
>>  
>> Hello, I am currently testing Request Tracker in the hopes that it 
>> will be the Issue Tracker system that the small company I work for 
>> will settle with, to deal with support requests and then other uses 
>> as
> 
>> they would arise.
>>  
>> During working on one support ticket, I came across a minor issue: At

>> the moment I am storing emails from the client as Comments in the 
>> ticket, and I had generated a fair number of History items for the 
>> ticket I was working on. I found that the client had send a second 
>> email clarifying her original support request, straight after the 
>> original email had been sent - however as I wasn't aware of this 
>> email
> 
>> at the time, it hadn't been added to the ticket straight after the 
>> opening comment of her original email. I then used the Comment link 
>> of
> 
>> the opening comment in order to indicate that the original email has 
>> been superseded with this new email; entered the email in then 
>> submitted the Comment. Unfortunately this comment was the appended to

>> the end of the History list for the current ticket - this wasn't what
> I was after.
>>  
>> I wanted the comment I added to be displayed under the original 
>> comment to indicate that it was a 'reply' to the original comment - 
>> otherwise someone having a quick overview of the ticket might not 
>> realise that the client had sent a second email clarifying her first.
>>  
>> Basically I'm after a threaded view of the relationship between the 
>> ticket comments (as used in Newsgroups), when I use the specialised 
>> Comment links rather than the overall ticket Comment link. Is this 
>> something that's in RT's settings, or is it outside the current spec 
>> of RT? Unfortunately I'm just a user of the system and don't have the

>> knowledge to program RT itself, but I can talk to the RT 
>> administrator
> 
>> if any required code changes are easy enough.
>>  
>> Thanks for any help.
>>
>> ______________________________________________________
>> This email has been scanned by the MessageLabs Email Security System.
>>
>>
>> ---------------------------------------------------------------------
>> -
>> --
>>
>> _______________________________________________
>> 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
> 
> 
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> 
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.


______________________________________________________
This email has been scanned by the MessageLabs Email Security System.

______________________________________________________
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From torsten.brumm at Kuehne-Nagel.com  Thu Mar 27 06:11:56 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 27 Mar 2008 11:11:56 +0100
Subject: [rt-users] Quicksearch - But not for Queues, for Users
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local><47E29834.5000607@lbl.gov><3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local><47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>

HI RT Users,
I'm looking for a way to create something similar like the quicksearch for queues but for users in this case. I need as result an overview of all users that can own a ticket in a queues and then a list like the quicksearch with the number of tickets per user.

Has anyone done this already or can point me to the correct direction to start?

Thanks, any hint is welcome.

Torsten

K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne





From ajakubas at arces.net  Thu Mar 27 06:47:24 2008
From: ajakubas at arces.net (Arkadiusz Jakubas)
Date: Thu, 27 Mar 2008 11:47:24 +0100
Subject: [rt-users] 0 tickets found when using custom fields
Message-ID: <B4831F33-3F85-4602-A843-9D0DEB9F2DBD@arces.net>

I didn't get any useful help from mailing list .

RT 3.6.3

I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :

SELECT COUNT(DISTINCT main.id) FROM (((Tickets main  LEFT JOIN  
ObjectCustomFields ObjectCustomFields_1  ON  
((ObjectCustomFields_1.ObjectId = '0'))  
AND(  ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN  
CustomFields CustomFields_2  ON ( CustomFields_2.id =  
ObjectCustomFields_1.CustomField))  LEFT JOIN ObjectCustomFieldValues  
ObjectCustomFieldValues_3  ON ((ObjectCustomFieldValues_3.ObjectId =  
main.id)) AND(  ObjectCustomFieldValues_3.CustomField =  
CustomFields_2.id) AND( (ObjectCustomFieldValues_3.Disabled = '0'))  
AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE  
((CustomFields_2.Name = 'Approval')) AND ((main.EffectiveId =  
main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =  
'ticket')) AND ( ( (ObjectCustomFieldValues_3.Content LIKE '%1. Pending 
%') ) )

result  :
+-------------------------+
| COUNT(DISTINCT main.id) |
+-------------------------+
|                       0 |
+-------------------------+

Then i modified query a little removed:
(ObjectCustomFieldValues_3.Content LIKE '%1. Pending%')
and
(CustomFields_2.Name = 'Approval'))

changed from:
SELECT COUNT(DISTINCT main.id)
to
SELECT *

query:
SELECT * FROM (((Tickets main  LEFT JOIN ObjectCustomFields  
ObjectCustomFields_1  ON ((ObjectCustomFields_1.ObjectId = '0'))  
AND(  ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN  
CustomFields CustomFields_2  ON ( CustomFields_2.id =  
ObjectCustomFields_1.CustomField))  LEFT JOIN ObjectCustomFieldValues  
ObjectCustomFieldValues_3  ON ((ObjectCustomFieldValues_3.ObjectId =  
main.id)) AND(  ObjectCustomFieldValues_3.CustomField =  
CustomFields_2.id) AND( (ObjectCustomFieldValues_3.Disabled = '0'))  
AND( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))   WHERE   
((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND  
((main.Type = 'ticket')) order by main.LastUpdated desc limit 100 ;


some result:

| id    | EffectiveId | Queue | Type   | IssueStatement | Resolution |  
Owner | Subject                   | InitialPriority | FinalPriority |  
Priority | TimeEstimated | TimeWorked | Status | TimeLeft |  
Told                | Starts              | Started             |  
Due                 | Resolved            | LastUpdatedBy |  
LastUpdated         | Creator | Created             | Disabled | id    
| CustomField | ObjectId | SortOrder | Creator | Created |  
LastUpdatedBy | LastUpdated | id   | Name | Type | Description |  
SortOrder | Creator | Created | LastUpdatedBy | LastUpdated | Disabled  
| LookupType | Repeated | Pattern | MaxValues | id   | ObjectId |  
CustomField | Content | Creator | Created | LastUpdatedBy |  
LastUpdated | ObjectType | LargeContent | ContentType |  
ContentEncoding | SortOrder | Disabled |
+-------+-------------+-------+--------+----------------+------------ 
+-------+---------------------------+-----------------+--------------- 
+----------+---------------+------------+--------+---------- 
+---------------------+---------------------+--------------------- 
+---------------------+---------------------+--------------- 
+---------------------+---------+---------------------+---------- 
+------+-------------+----------+-----------+---------+--------- 
+---------------+-------------+------+------+------+------------- 
+-----------+---------+---------+---------------+------------- 
+----------+------------+----------+---------+-----------+------ 
+----------+-------------+---------+---------+---------+--------------- 
+-------------+------------+--------------+------------- 
+-----------------+-----------+----------+
| 22285 |       22285 |     6 | ticket |              0 |          0 |  
91191 | Juniper   |              20 |            39 |       22  
|             0 |          0 | open   |        0 | 2008-02-14 08:24:01  
| 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-24 01:13:50 |  
1970-01-01 00:00:00 |           620 | 2008-02-14 08:24:01 |   50067 |  
2008-02-13 20:18:20 |        0 | NULL |        NULL |     NULL |       
NULL |    NULL | NULL    |          NULL | NULL        | NULL | NULL |  
NULL | NULL        |      NULL |    NULL | NULL    |          NULL |  
NULL        |     NULL | NULL       |     NULL | NULL    |      NULL |  
NULL |     NULL |        NULL | NULL    |    NULL | NULL    |           
NULL | NULL        | NULL       | NULL         | NULL        |  
NULL            |      NULL |     NULL |
| 22269 |       22269 |    53 | ticket |              0 |          0 |  
93603 | Account  |              10 |            29 |       19  
|             0 |         30 | open   |        0 | 2008-02-13 10:04:11  
| 1970-01-01 00:00:00 | 1970-01-01 00:00:00 | 2008-02-17 16:01:13 |  
1970-01-01 00:00:00 |          5786 | 2008-02-14 07:00:43 |   93260 |  
2008-02-12 16:01:13 |        0 | NULL |        NULL |     NULL |       
NULL |    NULL | NULL    |          NULL | NULL        | NULL | NULL |  
NULL | NULL        |      NULL |    NULL | NULL    |          NULL |  
NULL        |     NULL | NULL       |     NULL | NULL    |      NULL |  
NULL |     NULL |        NULL | NULL    |    NULL | NULL    |           
NULL | NULL        | NULL       | NULL         | NULL        |  
NULL            |      NULL |     NULL |
| 22286 |       22286 |    47 | ticket |              0 |          0 |  
50067 | Server reboot             |              10 |            29  
|       14 |             0 |         60 | open   |        0 |  
2008-02-14 04:13:11 | 1970-01-01 00:00:00 | 1970-01-01 00:00:00 |  
2008-02-19 02:50:52 | 1970-01-01 00:00:00 |          5786 | 2008-02-14  
07:00:30 |   96040 | 2008-02-14 02:50:52 |        0 | NULL |         
NULL |     NULL |      NULL |    NULL | NULL    |          NULL |  
NULL        | NULL | NULL | NULL | NULL        |      NULL |    NULL |  
NULL    |          NULL | NULL        |     NULL | NULL       |      
NULL | NULL    |      NULL | NULL |     NULL |        NULL | NULL     
|    NULL | NULL    |          NULL | NULL        | NULL       |  
NULL         | NULL        | NULL            |      NULL |     NULL |


Is this some kind of bug ?  There shouldn't be so many NULLs
-- 
Arkadiusz Jakubas
Arces Network, LLC
http://www.arces.net

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From ruz at bestpractical.com  Thu Mar 27 07:32:51 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 27 Mar 2008 14:32:51 +0300
Subject: [rt-users] Quicksearch - But not for Queues, for Users
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
Message-ID: <589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>

I didn't see something like that. Start from query builder, it has
list of possible owners. It will help you start writing a portlet.
Then look at QuickSearch portlet to figure out how to build a report.

On Thu, Mar 27, 2008 at 1:11 PM, Ham MI-ID, Torsten Brumm
<torsten.brumm at kuehne-nagel.com> wrote:
> HI RT Users,
>  I'm looking for a way to create something similar like the quicksearch for queues but for users in this case. I need as result an overview of all users that can own a ticket in a queues and then a list like the quicksearch with the number of tickets per user.
>
>  Has anyone done this already or can point me to the correct direction to start?
>
>  Thanks, any hint is welcome.
>
>  Torsten
>
>  K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne
>
>
>
>  _______________________________________________
>  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 npereira at protus.com  Thu Mar 27 07:55:12 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 27 Mar 2008 07:55:12 -0400
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <fc.0097250108749f313b9aca00bccf46dd.8749f32@reflex.at>
References: <fc.0097250108749f313b9aca00bccf46dd.8749f32@reflex.at>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE70A@EXMAIL.protus.org>

How do you setup RT to send mail via sendmail (like auto responses) with
a specific username?

All the emails sent from RT must be (for testing purposes) sent from
rt3test1 at domain.com

How do I accomplish this?

PS: RT on CentOS5 with sendmail as MTA.

Thanks




Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: Post [mailto:Post] 
Sent: Wednesday, March 26, 2008 2:42 PM
To: Nelson Pereira
Subject: NDN: Re: [rt-users] Intergrating wo MS Exchange

Sorry. Your message could not be delivered to:

Alexander Liebl (Mailbox or Conference is full.)



From lbohm at jackpotrewardsinc.com  Thu Mar 27 08:00:08 2008
From: lbohm at jackpotrewardsinc.com (Louis Bohm)
Date: Thu, 27 Mar 2008 08:00:08 -0400
Subject: [rt-users] RT authing off of LDAP
In-Reply-To: <47EA80AD.60905@jennic.com>
Message-ID: <C4110488.3DAB%lbohm@jackpotrewardsinc.com>

Thank you Mike.  I did not use your Perl module but the overlay method and
got it to work.  It was the LdapFilter that was the last bit I needed.

Thank you very much for suggesting I put one in and for telling me what to
use.

Thanks,
Louis


On 3/26/08 12:58 PM, "Mike Peachey" <mike.peachey at jennic.com> wrote:

>  (objectClass=*)

~~
~~~~~~~~~
Louis Bohm
Jackpot Rewards, Inc.
275 Grove Street, Suite 3-120
Newton, MA 02466
617-795-2850, x. 2343 (office)
978.314.3476 (mobile)
lbohm at jackpotrewardsinc.com <mailto:lbohm at jackpotrewardsinc.com>
www.JackpotRewards.com <http://www.JackpotRewards.com/>









From torsten.brumm at Kuehne-Nagel.com  Thu Mar 27 08:24:40 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 27 Mar 2008 13:24:40 +0100
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <47EA7532.6010608@lbl.gov>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com><519782dc0803251804n79b2f607qb41ada840055a1db@mail.gmail.com>
	<47EA7532.6010608@lbl.gov>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03940111569F@w3hamboex11.ger.win.int.kn>

Hi Jesse, Kenneth and Todd,

I agree with all of you, the menu at the top is good for 4:3 screen, but for 16:10 screens, a menu at the left/right hand will be much better.

Jesse: What about the idea to check per js what kind of display the users uses and then choose the correct css for RT?

I mean, if a users logs in with a 4:3, he will get the menu at the top, so he saves space at the left and right and if this user/another user logs in with a 16:10 display, RT choose the css layout with the menu at the right or left side?!? 

Something like this:

function init() {
	determineStyle();
}

function getBrowserWidth() { 
	if (window.innerWidth) {return window.innerWidth;}	
	else if (document.documentElement && document.documentElement.clientWidth != 0) {return document.documentElement.clientWidth;}
	else if (document.body) {return document.body.clientWidth;}		
	return 0;
}
function determineStyle() { 
	var browserWidth = getBrowserWidth();
	if(browserWidth <= 925) {
		for(var q = 0; (a = document.getElementsByTagName("link")[q]); q++) {
			a.disabled = true;
			if(a.getAttribute("title") == "narrow") a.disabled = false;
		}
	}
	if(browserWidth > 925) {
		for(var q = 0; (a = document.getElementsByTagName("link")[q]); q++) {
			a.disabled = true;
			if(a.getAttribute("title") == "wide") a.disabled = false;
		}
	}
}
function doResize() {
	determineStyle();
	if(document.getElementsByTagName("body")[0].className == "article") {
		var form = document.getElementById("commentformarea");
		var browserWidth = getBrowserWidth();
		if(browserWidth <= 925) {
			form.parentNode.removeChild(form);
			document.getElementsByTagName("body")[0].appendChild(form);
		}
		if(browserWidth > 925) {
			form.parentNode.removeChild(form);
			document.getElementById("infos").appendChild(form);
		}
		moveComments();
	}
}

window.onload = init;
window.onresize = doResize;

Just as an idea?!?

Torsten


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kenneth Crocker
Gesendet: Mittwoch, 26. M?rz 2008 17:09
An: Todd Chapman
Cc: RT Users
Betreff: Re: [rt-users] A brief preview of what RT 3.8 is going to look like

Jesse,


	I agree with Todd. It makes navigation easier to "see" and is therefore more "user-friendly". I hope we get a choice.


Kenn
LBNL


On 3/25/2008 6:04 PM, Todd Chapman wrote:
> 
> On Tue, Mar 25, 2008 at 7:31 PM, Jesse Vincent <jesse at bestpractical.com 
> <mailto:jesse at bestpractical.com>> wrote:
> 
>     http://fsck.com/~jesse/rt-3.8/ <http://fsck.com/%7Ejesse/rt-3.8/>
>     has screenshots of the new RT 3.8 theme
>     I've been working on over the past few days.
> 
>     Also, it's now much easier for you to create your own themes and
>     styles for RT.
> 
>     -jesse
> 
> 
> Jesse,
> 
> Not bad looking, but I do prefer the horizontal menus since they make 
> more efficient use of the screen space.
> 
> -Todd
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> 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

_______________________________________________
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



From epeterson at edc.org  Thu Mar 27 08:46:27 2008
From: epeterson at edc.org (Peterson, Erik)
Date: Thu, 27 Mar 2008 08:46:27 -0400
Subject: [rt-users] 0 tickets found when using custom fields
In-Reply-To: <B4831F33-3F85-4602-A843-9D0DEB9F2DBD@arces.net>
Message-ID: <C4110F63.227E%epeterson@edc.org>

> From: Arkadiusz Jakubas <ajakubas at arces.net>
> Date: Thu, 27 Mar 2008 11:47:24 +0100
> To: <rt-users at bestpractical.com>
> Subject: [rt-users] 0 tickets found when using custom fields
> > 
> I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :


Hi,

I found yesterday, that I could solve a similar problem by making sure that
I used the ?is? and ?isn?t? conditions instead of ?contains? and ?doesn?t
contain? when using CustomFields that were chosen from dropdown select
options.  I was searching for CF with {No Value}, so it may be different for
you.  This changed:

  (CF.{Center} LIKE 'NULL')

into

  (CF.{Center} IS NULL)

and that seemed to return the correct tickets.  Not exactly sure why, but
hopefully it can at least help get the problem solved.

I believe the number of NULL values in your return is because of the LEFT
JOIN not finding any matches in the ObjectCustomFields_1 and
ObjectCustomFields_2 (which also produces the COUNT being 0).

Hope that helps,
Erik

--
Erik Peterson
Manager, Project Technology Services
Education Development Center, Inc.
http://main.edc.org



From epeterson at edc.org  Thu Mar 27 09:13:11 2008
From: epeterson at edc.org (Peterson, Erik)
Date: Thu, 27 Mar 2008 09:13:11 -0400
Subject: [rt-users] Quicksearch - But not for Queues, for Users
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
Message-ID: <C41115A7.2283%epeterson@edc.org>

> From: "Ham MI-ID, Torsten Brumm" <torsten.brumm at Kuehne-Nagel.com>
> Subject: [rt-users] Quicksearch - But not for Queues, for Users
>
> I'm looking for a way to create something similar like the quicksearch for
> queues but for users in this case. I need as result an overview of all users
> that can own a ticket in a queues and then a list like the quicksearch with
> the number of tickets per user.
> 
> Has anyone done this already or can point me to the correct direction to
> start?

Hi Torsten,

I think I have worked out what you're looking for.  I have created two
Elements that I have in $RT_HOME/local/html/Elements

   1. QuickSearch
   2. OwnerSummary

which serve to replace and expand the Quicksearch sidebar to include ticket
owners and the number of tickets in each queue. The list of Queues is
editable and it seems to work well to keep a fairly quick view of the status
of tickets that are owned.

These Elements work for me, but I haven't done any testing to see if they
are really bulletproof for everyone. Feel free to use and adapt as you will.
I believe the only site-specific piece in the code is that we have an extra
status of "waiting" in our RT instance.

You can get the files here:
    http://elementalmarkup.com/ramblings/rt-owner-summary

_Erik



From koteras at hotmail.com  Thu Mar 27 09:25:14 2008
From: koteras at hotmail.com (Gary & Gina Koteras)
Date: Thu, 27 Mar 2008 13:25:14 +0000
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn> 
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
Message-ID: <BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>


Hello,
 
   We are running RT 3.4.5. I created one custom field and would like to add the value that is chosen to the email that is generated. Any help would be greatly appreciated. The custom field name is "Locations"
 
Thanks in advance,
gary
_________________________________________________________________
In a rush?  Get real-time answers with Windows Live Messenger.
http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refresh_realtime_042008
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From jra at baylink.com  Thu Mar 27 09:43:15 2008
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 27 Mar 2008 09:43:15 -0400
Subject: [rt-users] A newbie install question - FormatText/font metrics
Message-ID: <20080327134315.GA24848@cgi.jachomes.com>

Yes... I'm a newbie for the third or fourth time, now.  :-)

3.6.6; slack 12

testdeps is failing HTML::FormatText; the tests there are failing
because:

================================================================
cpan[5]> install HTML::FormatText
Running install for module 'HTML::FormatText'
Running make for S/SB/SBURKE/HTML-Format-2.04.tar.gz
  Has already been unwrapped into directory
/root/.cpan/build/HTML-Format-2.04-Xexmwz
  Has already been made
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl5.8.8 "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/ps........1/4 Can't locate Font/Metrics/TimesRoman.pm in @INC (@INC
contains: /root/.cpan/build/HTML-Format-2.04-Xexmwz/blib/lib
/root/.cpan/build/HTML-Format-2.04-Xexmwz/blib/arch
/usr/lib/perl5/5.8.8/i486-linux-thread-multi /usr/lib/perl5/5.8.8
/usr/lib/perl5/site_perl/5.8.8/i486-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl .) at
/root/.cpan/build/HTML-Format-2.04-Xexmwz/blib/lib/HTML/FormatPS.pm
line 385.
t/ps........ Dubious, test returned 2 (wstat 512, 0x200)
 Failed 3/4 subtests
t/rtf.......ok
t/text......ok

Test Summary Report
-------------------
t/ps.t  (Wstat: 512 Tests: 1 Failed: 0)
  Non-zero exit status: 2
  Parse errors: Bad plan.  You planned 4 tests but ran 1.
Files=3, Tests=10,  0 wallclock secs ( 0.03 usr  0.01 sys +  0.32 cusr
0.04 csys =  0.40 CPU)
Result: FAIL
Failed 1/3 test programs. 0/10 subtests failed.
================================================================

I'm not sure what is supposed to provide the font metrics files, but a
locate says:

root at network_doctor:/appl/downloads/rt-3.6.6# locate TimesRoman.pm
/root/.cpan/build/Font-AFM-1.19-HYV3Mf/blib/lib/Font/Metrics/TimesRoman.pm
/root/.cpan/build/Font-AFM-1.19-HYV3Mf/lib/Font/Metrics/TimesRoman.pm
/root/.cpan/build/Font-AFM-1.19-hkL_yy/blib/lib/Font/Metrics/TimesRoman.pm
/root/.cpan/build/Font-AFM-1.19-hkL_yy/lib/Font/Metrics/TimesRoman.pm
/root/.cpan/build/Font-AFM-1.19-2VaIXZ/blib/lib/Font/Metrics/TimesRoman.pm
/root/.cpan/build/Font-AFM-1.19-2VaIXZ/lib/Font/Metrics/TimesRoman.pm

Presumably Font::AFM was a dependency of some top-level RT dep.

I tried manually installing it, and it skipped one test for no apparent
reason:

================================================================
Manifying blib/man3/Font::AFM.3
  GAAS/Font-AFM-1.19.tar.gz
  /usr/bin/make -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl5.8.8 "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/afm........skipped: (no reason given)
t/times......ok

Test Summary Report
-------------------
t/afm.t  (Wstat: 0 Tests: 1 Failed: 1)
  Failed test:  1
  Parse errors: Bad plan.  You planned 0 tests but ran 1.
Files=2, Tests=3,  0 wallclock secs ( 0.02 usr  0.00 sys +  0.02 cusr
0.01 csys =  0.05 CPU)
Result: FAIL
Failed 1/2 test programs. 1/3 subtests failed.
================================================================

I know this is, strictly speaking, Perl/CPAN trouble, but I also figure
it's RT, and you guys are the ones voted most likely to have a snap
answer.

Any pointers?

Cheers,
-- jra
-- 
Jay R. Ashworth                   Baylink                      jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com                     '87 e24
St Petersburg FL USA      http://photo.imageinc.us             +1 727 647 1274

	     Those who cast the vote decide nothing.
	     Those who count the vote decide everything.
	       -- (Joseph Stalin)


From joe.hartley at retailsolutions.com  Thu Mar 27 10:46:56 2008
From: joe.hartley at retailsolutions.com (Joe Hartley)
Date: Thu, 27 Mar 2008 07:46:56 -0700
Subject: [rt-users] Intergrating wo MS Exchange
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE70A@EXMAIL.protus.org>
References: <fc.0097250108749f313b9aca00bccf46dd.8749f32@reflex.at>
	<21044E8C915A7E43B90A1056127160F10CE70A@EXMAIL.protus.org>
Message-ID: <50359EF5838A5C4A9FDA6AF4C1BB40A905367C40@ehost011-2.exch011.intermedia.net>

This is done in the RT_SiteConfig.pm file.

http://wiki.bestpractical.com/view/EmailInterface has much to say on the
subject.

--
Joe Hartley | Sr. Linux SysAdmin
Retail Solutions, Inc. (formerly VeriSign RDS)
6 Blackstone Valley Place, Suite 402
Lincoln, RI 02865
joe.hartley at retailsolutions.com 
+1 401.642.1140 (o) | +1 401.642.1101 (f)


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Thursday, March 27, 2008 7:55 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Intergrating wo MS Exchange

How do you setup RT to send mail via sendmail (like auto responses) with
a specific username?

All the emails sent from RT must be (for testing purposes) sent from
rt3test1 at domain.com

How do I accomplish this?

PS: RT on CentOS5 with sendmail as MTA.

Thanks




Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: Post [mailto:Post] 
Sent: Wednesday, March 26, 2008 2:42 PM
To: Nelson Pereira
Subject: NDN: Re: [rt-users] Intergrating wo MS Exchange

Sorry. Your message could not be delivered to:

Alexander Liebl (Mailbox or Conference is full.)

_______________________________________________
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


From torsten.brumm at Kuehne-Nagel.com  Thu Mar 27 10:54:29 2008
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 27 Mar 2008 15:54:29 +0100
Subject: [rt-users] Quicksearch - But not for Queues, for Users
In-Reply-To: <C41115A7.2283%epeterson@edc.org>
References: <16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<C41115A7.2283%epeterson@edc.org>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394011157A8@w3hamboex11.ger.win.int.kn>

Hi Erik,

Sounds like what i'm looking for. Just grabbed from your link, put into test and got an error:

error:   	Can't use string ("") as a subroutine ref while "strict refs" in use at /opt/rt3/local/html/Elements/OwnerSummary line 104.
context:  	
...  	
100:  	$Queues->UnLimit();
101:  	@queues = map {
102:  	{ Name => $_->Name, Description => $_->Description,
103:  	id => $_->Id } }
104:  	grep $queue_filter->($_), @{$Queues->ItemsArrayRef};
105:  	
106:  	$session{$cache} = \@queues if $cache;
107:  	}
108:  	my $Tickets = RT::Tickets->new($session{'CurrentUser'});
...  	
code stack:  	/opt/rt3/local/html/Elements/OwnerSummary:104
/opt/rt3/share/html/Elements/MyRT:90
/opt/rt3/local/html/index.html:81
/opt/rt3/share/html/autohandler:291
raw error

PS: We have a waiting status too....

Any Ideas? I'm not a perl guru ;-) 


K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/Luxemburg Gesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne


-----Urspr?ngliche Nachricht-----
Von: Peterson, Erik [mailto:epeterson at edc.org] 
Gesendet: Donnerstag, 27. M?rz 2008 14:13
An: Ham MI-ID, Torsten Brumm; rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Quicksearch - But not for Queues, for Users

> From: "Ham MI-ID, Torsten Brumm" <torsten.brumm at Kuehne-Nagel.com>
> Subject: [rt-users] Quicksearch - But not for Queues, for Users
>
> I'm looking for a way to create something similar like the quicksearch 
> for queues but for users in this case. I need as result an overview of 
> all users that can own a ticket in a queues and then a list like the 
> quicksearch with the number of tickets per user.
> 
> Has anyone done this already or can point me to the correct direction 
> to start?

Hi Torsten,

I think I have worked out what you're looking for.  I have created two Elements that I have in $RT_HOME/local/html/Elements

   1. QuickSearch
   2. OwnerSummary

which serve to replace and expand the Quicksearch sidebar to include ticket owners and the number of tickets in each queue. The list of Queues is editable and it seems to work well to keep a fairly quick view of the status of tickets that are owned.

These Elements work for me, but I haven't done any testing to see if they are really bulletproof for everyone. Feel free to use and adapt as you will.
I believe the only site-specific piece in the code is that we have an extra status of "waiting" in our RT instance.

You can get the files here:
    http://elementalmarkup.com/ramblings/rt-owner-summary

_Erik




From jesse at bestpractical.com  Thu Mar 27 11:41:40 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 27 Mar 2008 11:41:40 -0400
Subject: [rt-users] A brief preview of what RT 3.8 is going to look like
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03940111569F@w3hamboex11.ger.win.int.kn>
References: <DB7A75E3-2375-4AF8-A2D9-871709CF9297@bestpractical.com><519782dc0803251804n79b2f607qb41ada840055a1db@mail.gmail.com>
	<47EA7532.6010608@lbl.gov>
	<16426EA38D57E74CB1DE5A6AE1DB03940111569F@w3hamboex11.ger.win.int.kn>
Message-ID: <B563676D-ED9C-4B32-AEC7-166532B963BB@bestpractical.com>


On Mar 27, 2008, at 8:24 AM, Ham MI-ID, Torsten Brumm wrote:
> Hi Jesse, Kenneth and Todd,
>
> I agree with all of you, the menu at the top is good for 4:3 screen,  
> but for 16:10 screens, a menu at the left/right hand will be much  
> better.
>
> Jesse: What about the idea to check per js what kind of display the  
> users uses and then choose the correct css for RT?
>

I don't really want to do that for the theme I'll be shipping as a  
default. But I'd love to see someone try it out and release it.

Best,
Jesse

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From gleduc at mail.sdsu.edu  Thu Mar 27 12:04:52 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 27 Mar 2008 09:04:52 -0700
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
Message-ID: <6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>

Hi Gary,

Here's how I do it.  I like using subroutines so I can reuse the code, so 
this is a subroutine that I'd have at the end of my template.

   ### 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;
   }

To get your value using this subroutine you have something like this:

   my $uLocations = get_custom('Locations');

And then you just use $uLocations in your template wherever you want it 
displayed.

Regards,
Gene

At 06:25 AM 3/27/2008, Gary & Gina Koteras wrote:
>Hello,
>
>    We are running RT 3.4.5. I created one custom field and would like to 
> add the value that is chosen to the email that is generated. Any help 
> would be greatly appreciated. The custom field name is "Locations"
>
>Thanks in advance,
>gary


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From huws at s2s.ltd.uk  Thu Mar 27 12:29:02 2008
From: huws at s2s.ltd.uk (Huw Selley)
Date: Thu, 27 Mar 2008 16:29:02 +0000
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
	<6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
Message-ID: <7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>

Hi Gene,

I saw this fly by and just couldn't help myself trying to optimise it:

On 27 Mar 2008, at 16:04, Gene LeDuc wrote:
>   sub get_custom {
>     my $target_name = $_[0];
>     my $val = $Ticket->FirstCustomFieldValue($target_name);
>     return $val if defined $val;
>     return undef;
>   }

   sub get_custom {
     return $val if $Ticket->FirstCustomFieldValue($_[0]);
     return undef;
   }

Sorry, it's a pointless opto (just reduces numbers of lines and makes  
it less readable .... but that's how we do in perl land right?) but I  
had a spare 30 seconds :)

Regards
Huw



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              : Heathcote, Kings Road, Ilkley, West Yorkshire, LS29 9AS
Place of registration           : England




From huws at s2s.ltd.uk  Thu Mar 27 12:41:26 2008
From: huws at s2s.ltd.uk (Huw Selley)
Date: Thu, 27 Mar 2008 16:41:26 +0000
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
	<6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
	<7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>
Message-ID: <E656188A-E345-425F-93FC-3B3B463CE09C@s2s.ltd.uk>


On 27 Mar 2008, at 16:29, Huw Selley wrote:
> Hi Gene,
>
> I saw this fly by and just couldn't help myself trying to optimise it:

OK, I suck and actually sent the wrong opto, here is what I wanted to  
say:

   sub get_custom {
     return $val if $Ticket->FirstCustomFieldValue($_[0]) or return  
undef;
   }

Again, totally pointless but makes the line count prettier :)

Huw


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              : Heathcote, Kings Road, Ilkley, West Yorkshire, LS29 9AS
Place of registration           : England




From huws at s2s.ltd.uk  Thu Mar 27 12:45:49 2008
From: huws at s2s.ltd.uk (Huw Selley)
Date: Thu, 27 Mar 2008 16:45:49 +0000
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <E656188A-E345-425F-93FC-3B3B463CE09C@s2s.ltd.uk>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
	<6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
	<7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>
	<E656188A-E345-425F-93FC-3B3B463CE09C@s2s.ltd.uk>
Message-ID: <CF166D3B-8661-4CA3-87FF-6A96DAA2D620@s2s.ltd.uk>


On 27 Mar 2008, at 16:41, Huw Selley wrote:
>
> On 27 Mar 2008, at 16:29, Huw Selley wrote:
>> Hi Gene,
>>
>> I saw this fly by and just couldn't help myself trying to optimise  
>> it:
>
> OK, I suck and actually sent the wrong opto, here is what I wanted to
> say:

And for those that didn't spot the deliberate mistake *cough* :

   sub get_custom {
     return $Ticket->FirstCustomFieldValue($_[0]) or return undef;
   }

I promise I will stop now!!

Huw



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              : Heathcote, Kings Road, Ilkley, West Yorkshire, LS29 9AS
Place of registration           : England




From elacour at easter-eggs.com  Thu Mar 27 12:29:57 2008
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 27 Mar 2008 17:29:57 +0100
Subject: [rt-users] [ANNOUNCE] RT demonstration sites
Message-ID: <20080327162957.GE10924@easter-eggs.com>

Hi rt users/rt interested users,

I set up two demo sites of RT (stable and testing release). If someone
need to test it/see it in action, the url is:
 http://rt.easter-eggs.org/demos/

I will try to maintain them up-to-date with svn ;)



From sturner at MIT.EDU  Thu Mar 27 12:57:52 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 27 Mar 2008 12:57:52 -0400
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <CF166D3B-8661-4CA3-87FF-6A96DAA2D620@s2s.ltd.uk>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
	<6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
	<7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>
	<E656188A-E345-425F-93FC-3B3B463CE09C@s2s.ltd.uk>
	<CF166D3B-8661-4CA3-87FF-6A96DAA2D620@s2s.ltd.uk>
Message-ID: <6.2.3.4.2.20080327125046.0499d028@po14.mit.edu>

At Thursday 3/27/2008 12:45 PM, Huw Selley wrote:


>And for those that didn't spot the deliberate mistake *cough* :
>
>    sub get_custom {
>      return $Ticket->FirstCustomFieldValue($_[0]) or return undef;
>    }
>
>I promise I will stop now!!
>
>Huw
>

Please don't Huw, this has been very entertaining ;)

How about just

return $Ticket->FirstCustomFieldValue($_[0]);

or even no subroutine - just use $Ticket->FirstCustomFieldValue($_[0])

Steve 



From sturner at MIT.EDU  Thu Mar 27 13:01:11 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 27 Mar 2008 13:01:11 -0400
Subject: [rt-users] adding custom filed value to email
Message-ID: <6.2.3.4.2.20080327130002.049c9b20@po14.mit.edu>

Now I suck!

$Ticket->FirstCustomFieldValue($field_name);

Steve  



From huws at s2s.ltd.uk  Thu Mar 27 13:13:08 2008
From: huws at s2s.ltd.uk (Huw Selley)
Date: Thu, 27 Mar 2008 17:13:08 +0000
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <6.2.3.4.2.20080327125046.0499d028@po14.mit.edu>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
	<6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
	<7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>
	<E656188A-E345-425F-93FC-3B3B463CE09C@s2s.ltd.uk>
	<CF166D3B-8661-4CA3-87FF-6A96DAA2D620@s2s.ltd.uk>
	<6.2.3.4.2.20080327125046.0499d028@po14.mit.edu>
Message-ID: <742C6363-8795-4350-8208-147D786FAEB2@s2s.ltd.uk>


On 27 Mar 2008, at 16:57, Stephen Turner wrote:
>
> Please don't Huw, this has been very entertaining ;)

:)

>
>
> How about just
>
> return $Ticket->FirstCustomFieldValue($_[0]);
>
>
> or even no subroutine - just use $Ticket->FirstCustomFieldValue($_[0])

If you want to ditch the sub $_[0] will always be undef as there will  
be no @_ (because it's no longer a sub) :)
In that case (to use it as a one liner) just:

my $custom_field = $Ticket->FirstCustomFieldValue('SomeField');

Huw






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              : Heathcote, Kings Road, Ilkley, West Yorkshire, LS29 9AS
Place of registration           : England




From npereira at protus.com  Thu Mar 27 13:27:12 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 27 Mar 2008 13:27:12 -0400
Subject: [rt-users] question about changes in RT_SiteConfig.pm
Message-ID: <21044E8C915A7E43B90A1056127160F10CE783@EXMAIL.protus.org>

 

 

Hi all,

 

If I change some settings in RT_SiteConfig.pm, what do I need to do for
the changes to take effect?

Reload something?

 

Thanks

 

nelson

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From npereira at protus.com  Thu Mar 27 13:30:57 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 27 Mar 2008 13:30:57 -0400
Subject: [rt-users] testing the ability for RT to sendmail
Message-ID: <21044E8C915A7E43B90A1056127160F10CE787@EXMAIL.protus.org>

Hi,

 

I need to test to make sure RT can sendmail to our exchange SMTP.

So I use mutt on the RT system to send mail.

The user on exchange receives the mail although the address of the
sender is :

root at nelsoncentos.domain.org when it should be
root at nelsoncentos.domain.com

 

What do I need to change ?

 

The boxes hostname is nelsoncentos.domain.com

 

Thanks.

 

nelson

-------------- next part --------------
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From ruz at bestpractical.com  Thu Mar 27 13:32:52 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 27 Mar 2008 20:32:52 +0300
Subject: [rt-users] [Rt-devel] Google Summer of Code!
In-Reply-To: <20080311003435.GA17494@bestpractical.com>
References: <20080311003435.GA17494@bestpractical.com>
Message-ID: <589c94400803271032t5f643508w8e65364af8d2816d@mail.gmail.com>

The application deadline is Monday, but if you haven't gone through a
couple rounds of feedback by then you probably won't succeed.  Last
minute applications don't work.

On Tue, Mar 11, 2008 at 3:34 AM, Shawn M Moore <sartak at bestpractical.com> wrote:
> Greetings!
>
>  The application process for Google Summer of Code 2008 -
>  (http://code.google.com/soc/2008/) - has started. For those who don't
>  know, this is a Google-sponsored project that pays student developers to
>  work on Open Source projects.
>
>  We're excited about RT being a possible Summer of Code project, under
>
> the umbrella of the new Enlightened Perl Organisation
>  (http://www.enlightenedperl.org/). Enlightened Perl's aims are to
>  promote the use of Perl as a high-level, enterprise-grade solution, and
>  to collect and distribute funding and support for modules and
>  applications that further such a use of Perl. In conjunction with the
>  Perl Foundation, Enlightened Perl is currently serving as a mentoring
>  organization for Catalyst, Jifty, DBIx::Class, RT, svk and Moose, and
>  potentially many more.
>
>  The Enlightened Perl coordinator for GSoC2008 is Mike Whitaker (IRC:
>  Penfold on irc.perl.org, Email: epo at altrion.org).
>
>  We need:
>
>  Suggestions for projects: please add these to the Enlightened Perl
>  section on
>  http://www.perlfoundation.org/perl5/index.cgi?gsoc2008_projects. Not all
>  students will want to take on a suggested project - some will propose a
>  project of their own (and frequently have a lot of success doing so).
>  The GSoC schedule allocates roughly 2 1/2 months of development time to
>  individual projects.
>
>
> Volunteers for people to act as mentors (either for a specific project
>  or in general). This will require a certain time commitment - you will
>  be expected to be in touch with both your student and the Enlightened
>  Perl coordinator for a couple of short Agile-style 'standup' meetings
>  every working day. If you're willing, please add yourself to
>  http://www.perlfoundation.org/perl5/index.cgi?gsoc2008_mentors.
>
>  If you want more information, feel free to ask on IRC (#soc, #epo, or
>  #rt on irc.perl.org) and/or check the GSoC and EP websites, or respond
>
> to this mail.
>
>  Thanks!
>
>  Shawn M Moore,
>  for Best Practical
>
>  and
>
>  Mike Whitaker,
>  for Enlightened Perl Organisation
>  _______________________________________________
>  List info: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel
>



-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Thu Mar 27 13:36:27 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 27 Mar 2008 20:36:27 +0300
Subject: [rt-users] question about changes in RT_SiteConfig.pm
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE783@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F10CE783@EXMAIL.protus.org>
Message-ID: <589c94400803271036j52523a5l1102e369715640ac@mail.gmail.com>

stop and start web server

On Thu, Mar 27, 2008 at 8:27 PM, Nelson Pereira <npereira at protus.com> wrote:
>
>
>
>
>
>
>
>
> Hi all,
>
>
>
> If I change some settings in RT_SiteConfig.pm, what do I need to do for the
> changes to take effect?
>
> Reload something?
>
>
>
> Thanks
>
>
>
> nelson
> _______________________________________________
>  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 weser at osp-dd.de  Thu Mar 27 13:37:54 2008
From: weser at osp-dd.de (Benjamin Weser)
Date: Thu, 27 Mar 2008 18:37:54 +0100
Subject: [rt-users] question about changes in RT_SiteConfig.pm
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE783@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F10CE783@EXMAIL.protus.org>
Message-ID: <47EBDB72.3000103@osp-dd.de>

restart your webserver, e.g.
apache2ctl -k restart



Nelson Pereira schrieb:
>
>  
>
>  
>
> *Hi all,*
>
> * *
>
> *If I change some settings in RT_SiteConfig.pm, what do I need to do 
> for the changes to take effect?*
>
> *Reload something?*
>
> * *
>
> *Thanks*
>
> * *
>
> *nelson*
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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



From npereira at protus.com  Thu Mar 27 14:32:17 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 27 Mar 2008 14:32:17 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <47EBAB270200002B0004A2E9@gw1.adphila.org>
References: <21044E8C915A7E43B90A1056127160F10CE787@EXMAIL.protus.org>
	<47EBA2980200002B0004A2B7@gw1.adphila.org>
	<21044E8C915A7E43B90A1056127160F10CE797@EXMAIL.protus.org>
	<47EBAB270200002B0004A2E9@gw1.adphila.org>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE7A1@EXMAIL.protus.org>

Ok, I need to take a step back from here....

The RT system will only be used for internal users. So no emails coming
from the internet or going to the internet for that matter.
RT needs to send his emails/replies directly to the exchange server
(exchange2.protus.org).


The email I setup in the RT queue is rt3test1 at protusrt.com
Because supposedly, the Exchange tech said he cannot use @protus.com as
all emails are going to be sent to RT, which we don't want...

In RT_SiteConfig.pm I have this setup:

Set($rtname , "protusrt.com");
Set($Organization , "protusrt.com");
Set($OwnerEmail , 'npereira at protus.com');
Set($RTAddressRegexp , '^rt\@protusrt.com$');
Set($CanonicalizeEmailAddressMatch , '@rt.protusrt.com$');
Set($CanonicalizeEmailAddressReplace , '@protusrt.com');


Apart from this, what other configuration should be changed in Sendmail
or RT so this works....?






>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Nelson,
I am not a guru on this so bear with me in my explanations. I don't
know your network makeup. I will explain my setup and maybe this will
help.

When RT creates a ticket via email it will try and send the creator the
reply that it got the ticket, here is your ticket number. At my place
this will work to only people in our Groupwise System. if they aren't in
there our network firewalls will see this as a relay attempt and since
my RT server doesn't have rights to send email the mail is bounced or
dropped. The smtp mailer will get the denied message.

I think you are trying to send email through netsup10.protus.org and it
is not in the list of servers that are allowed to send mail to your main
email system.

If you aren't the keeper of the rule set in your organization contact
your admin that handles that and tell them your rt server needs to send
email back to users.  If you show him/her this message they should be
able to open it up.

I went through this for  a long time and I finally found out what was
going on.


Hope this helps.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:04:39 PM >>>
Ok thanks,

But when RT send the email (like the response), what email will it use
to send that email to the user that opened a ticket by sending an
email
to RT?

Also, when users (echange or anyone else) sends email to my RT, I get
a
denied in the /var/log/maillog of :

Mar 27 13:43:54 nelsoncentos sendmail[3476]: m2RHhNiD003476:
ruleset=check_rcpt, arg1=rt3test1 at protusrt.com,
relay=netsup10.protus.org [10.98.4.145], reject=550 5.7.1
rt3test1 at protusrt.com... Relaying denied

If I understand correctly:
rt3test1 = the email setup in the Queue of RT ?
protusrt.com = the conical name in the RT_SiteConfig.pm ?

Or am I completely out to lunch here....




Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 1:35 PM
To: Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I use Mutt on a SCO box to send automated emails and there is a
variable called REPLYTO that has to be set in the users profile so
Mutt
knows how to address it. I had to do this so when one of my users
sends
an email to RT the RT system will create the ticket for the correct
user.

Also to answer your other question about SiteConfig.pm.  I believe you
have to restart the web server. I may be wrong but here where I am at
it
is a trivial thing to restart it when needed.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 1:30:57 PM >>>
Hi,

 

I need to test to make sure RT can sendmail to our exchange SMTP.

So I use mutt on the RT system to send mail.

The user on exchange receives the mail although the address of the
sender is :

root at nelsoncentos.domain.org when it should be
root at nelsoncentos.domain.com 

 

What do I need to change ?

 

The boxes hostname is nelsoncentos.domain.com

 

Thanks.

 

nelson



From gleduc at mail.sdsu.edu  Thu Mar 27 14:33:31 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 27 Mar 2008 11:33:31 -0700
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <742C6363-8795-4350-8208-147D786FAEB2@s2s.ltd.uk>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
	<6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
	<7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>
	<E656188A-E345-425F-93FC-3B3B463CE09C@s2s.ltd.uk>
	<CF166D3B-8661-4CA3-87FF-6A96DAA2D620@s2s.ltd.uk>
	<6.2.3.4.2.20080327125046.0499d028@po14.mit.edu>
	<742C6363-8795-4350-8208-147D786FAEB2@s2s.ltd.uk>
Message-ID: <6.2.1.2.2.20080327110404.0236e3c0@mail.sdsu.edu>

I cut my teeth on APL and used to spend hours shaving 7 or 8 bytes from the 
size of 360 assembly language programs, so I do have an appreciation for 
efficient and elegant coding solutions.

However...  several decades later and who-knows-how-many brain cells fewer, 
I've found that I spend less time looking up function names and fixing 
typos using code like:

   my $custom_field = get_custom("SomeField");

and

   set_custom("SomeField", $my_val);

### I've also developed a new appreciation for comment lines in my old age. :)

Gene

At 10:13 AM 3/27/2008, Huw Selley wrote:

>On 27 Mar 2008, at 16:57, Stephen Turner wrote:
> >
> > Please don't Huw, this has been very entertaining ;)
>
>:)
>
> > How about just
> >
> > return $Ticket->FirstCustomFieldValue($_[0]);
> >
> >
> > or even no subroutine - just use $Ticket->FirstCustomFieldValue($_[0])
>
>If you want to ditch the sub $_[0] will always be undef as there will
>be no @_ (because it's no longer a sub) :)
>In that case (to use it as a one liner) just:
>
>my $custom_field = $Ticket->FirstCustomFieldValue('SomeField');
>
>Huw


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From lee20 at fas.harvard.edu  Thu Mar 27 14:38:09 2008
From: lee20 at fas.harvard.edu (Jeffrey J.D. Lee)
Date: Thu, 27 Mar 2008 14:38:09 -0400
Subject: [rt-users] Email Scrips issues
Message-ID: <1206643089.47ebe9912d5e0@webmail.fas.harvard.edu>



I want to set up RT to e-mail the owner when I assign a ticket to them. However
the only Scrips I can confirm is running is the Autoreply on Create. Any ideas
on how to get this running?

-Jeff



From lee20 at fas.harvard.edu  Thu Mar 27 14:46:46 2008
From: lee20 at fas.harvard.edu (Jeffrey J.D. Lee)
Date: Thu, 27 Mar 2008 14:46:46 -0400
Subject: [rt-users] Automatically sending e-mails using RT
Message-ID: <1206643606.47ebeb9614931@webmail.fas.harvard.edu>

I cannot seem to have the scrips in RT send an e-mail to the new owner I assign
a ticket to. It seems like it should be pretty straight forward but.... no
cigar. Any suggestions?

-Jeff





From npereira at protus.com  Thu Mar 27 14:50:38 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 27 Mar 2008 14:50:38 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <47EBB3010200002B0004A312@gw1.adphila.org>
References: <21044E8C915A7E43B90A1056127160F10CE787@EXMAIL.protus.org>
	<47EBA2980200002B0004A2B7@gw1.adphila.org>
	<21044E8C915A7E43B90A1056127160F10CE797@EXMAIL.protus.org>
	<47EBAB270200002B0004A2E9@gw1.adphila.org>
	<21044E8C915A7E43B90A1056127160F10CE7A1@EXMAIL.protus.org>
	<47EBB3010200002B0004A312@gw1.adphila.org>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE7B1@EXMAIL.protus.org>

Same thing for us, nothing is seen from the outside.

But the exchange tech is saying that my RT is refusing the exchange
system when exchange tries to send and email to RT....

A user sends an email to rt3test1 at protusrt.com

RT's /var/log/maillog shows:

Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
ruleset=check_rcpt, arg1=<rt3test1 at protusrt.com>,
relay=exchange2.protus.org [10.98.4.31], reject=550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied
Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
from=<npereira at protus.com>, size=0, class=0, nrcpts=0, proto=ESMTP,
daemon=MTA, relay=exchange2.protus.org [10.98.4.31]


User that sent the email gets:

Your message did not reach some or all of the intended recipients.

      Subject:	testin
      Sent:	3/27/2008 2:46 PM

The following recipient(s) could not be reached:

      rt3 test1 on 3/27/2008 2:46 PM
            You do not have permission to send to this recipient.  For
assistance, contact your system administrator.
            <exmail.protus.com #5.7.1 smtp;550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied>





The exchange tech says RT is refusing the email..... Why is that?
How can I make RT take this damn email already !

Thanks


Nelson




>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
It looks fine. Your admin will have to place a DNS MX record for your
server that points to your RT instance so when mail is originated the
originating mailer knows where to find your RT's mail system.

Here is my working config:

Set( $rtname, 'EFS');
Set($Organization,'rt.adphila.org');
Set($Timezone, 'US/Eastern');
Set($WebBaseURL, 'http://rt.adphila.org');
Set($WebPath, '');
Set($WebImagesURL, $WebPath . '/NoAuth/images/');
Set($CorrespondAddress, 'correspond at rt.adphila.org');
Set($CommentAddress, 'comment at rt.adphila.org');
Set($SendmailPath, '/usr/sbin/sendmail');
Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed, 'rt.log');
Set($OwnerEmail, 'jboris at adphila.org');
Set($MyTicketsLength, 20);


All of this is in our private network and not seen to the outside.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:32:17 PM >>>
Ok, I need to take a step back from here....

The RT system will only be used for internal users. So no emails
coming
from the internet or going to the internet for that matter.
RT needs to send his emails/replies directly to the exchange server
(exchange2.protus.org).


The email I setup in the RT queue is rt3test1 at protusrt.com 
Because supposedly, the Exchange tech said he cannot use @protus.com
as
all emails are going to be sent to RT, which we don't want...

In RT_SiteConfig.pm I have this setup:

Set($rtname , "protusrt.com");
Set($Organization , "protusrt.com");
Set($OwnerEmail , 'npereira at protus.com');
Set($RTAddressRegexp , '^rt\@protusrt.com$');
Set($CanonicalizeEmailAddressMatch , '@rt.protusrt.com$');
Set($CanonicalizeEmailAddressReplace , '@protusrt.com');


Apart from this, what other configuration should be changed in
Sendmail
or RT so this works....?






>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Nelson,
I am not a guru on this so bear with me in my explanations. I don't
know your network makeup. I will explain my setup and maybe this will
help.

When RT creates a ticket via email it will try and send the creator
the
reply that it got the ticket, here is your ticket number. At my place
this will work to only people in our Groupwise System. if they aren't
in
there our network firewalls will see this as a relay attempt and since
my RT server doesn't have rights to send email the mail is bounced or
dropped. The smtp mailer will get the denied message.

I think you are trying to send email through netsup10.protus.org and
it
is not in the list of servers that are allowed to send mail to your
main
email system.

If you aren't the keeper of the rule set in your organization contact
your admin that handles that and tell them your rt server needs to
send
email back to users.  If you show him/her this message they should be
able to open it up.

I went through this for  a long time and I finally found out what was
going on.


Hope this helps.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:04:39 PM >>>
Ok thanks,

But when RT send the email (like the response), what email will it use
to send that email to the user that opened a ticket by sending an
email
to RT?

Also, when users (echange or anyone else) sends email to my RT, I get
a
denied in the /var/log/maillog of :

Mar 27 13:43:54 nelsoncentos sendmail[3476]: m2RHhNiD003476:
ruleset=check_rcpt, arg1=rt3test1 at protusrt.com,
relay=netsup10.protus.org [10.98.4.145], reject=550 5.7.1
rt3test1 at protusrt.com... Relaying denied

If I understand correctly:
rt3test1 = the email setup in the Queue of RT ?
protusrt.com = the conical name in the RT_SiteConfig.pm ?

Or am I completely out to lunch here....




Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 1:35 PM
To: Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I use Mutt on a SCO box to send automated emails and there is a
variable called REPLYTO that has to be set in the users profile so
Mutt
knows how to address it. I had to do this so when one of my users
sends
an email to RT the RT system will create the ticket for the correct
user.

Also to answer your other question about SiteConfig.pm.  I believe you
have to restart the web server. I may be wrong but here where I am at
it
is a trivial thing to restart it when needed.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 1:30:57 PM >>>
Hi,

 

I need to test to make sure RT can sendmail to our exchange SMTP.

So I use mutt on the RT system to send mail.

The user on exchange receives the mail although the address of the
sender is :

root at nelsoncentos.domain.org when it should be
root at nelsoncentos.domain.com 

 

What do I need to change ?

 

The boxes hostname is nelsoncentos.domain.com

 

Thanks.

 

nelson

_______________________________________________
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


From koteras at hotmail.com  Thu Mar 27 15:00:24 2008
From: koteras at hotmail.com (Gary & Gina Koteras)
Date: Thu, 27 Mar 2008 19:00:24 +0000
Subject: [rt-users] adding custom filed value to email
In-Reply-To: <6.2.1.2.2.20080327110404.0236e3c0@mail.sdsu.edu>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
	<16426EA38D57E74CB1DE5A6AE1DB0394011155D7@w3hamboex11.ger.win.int.kn>
	<589c94400803270432j1ca25887g829c69b929ca66a6@mail.gmail.com>
	<BAY122-W169A949E163D1D6DE5630DBAFE0@phx.gbl>
	<6.2.1.2.2.20080327085822.02393008@mail.sdsu.edu>
	<7441529C-C765-4920-9D57-086236CC7B71@s2s.ltd.uk>
	<E656188A-E345-425F-93FC-3B3B463CE09C@s2s.ltd.uk>
	<CF166D3B-8661-4CA3-87FF-6A96DAA2D620@s2s.ltd.uk>
	<6.2.3.4.2.20080327125046.0499d028@po14.mit.edu>
	<742C6363-8795-4350-8208-147D786FAEB2@s2s.ltd.uk> 
	<6.2.1.2.2.20080327110404.0236e3c0@mail.sdsu.edu>
Message-ID: <BAY122-W16B3EE6DA06E6164A89C8FBAFE0@phx.gbl>


Thanks for the info....I'm VERY new to RT....hopefully someday I'll gain enough knowledge to help others out myself...
 
Gary> Date: Thu, 27 Mar 2008 11:33:31 -0700> To: huws at s2s.ltd.uk; sturner at MIT.EDU> From: gleduc at mail.sdsu.edu> CC: rt-users at lists.bestpractical.com> Subject: Re: [rt-users] adding custom filed value to email> > I cut my teeth on APL and used to spend hours shaving 7 or 8 bytes from the > size of 360 assembly language programs, so I do have an appreciation for > efficient and elegant coding solutions.> > However... several decades later and who-knows-how-many brain cells fewer, > I've found that I spend less time looking up function names and fixing > typos using code like:> > my $custom_field = get_custom("SomeField");> > and> > set_custom("SomeField", $my_val);> > ### I've also developed a new appreciation for comment lines in my old age. :)> > Gene> > At 10:13 AM 3/27/2008, Huw Selley wrote:> > >On 27 Mar 2008, at 16:57, Stephen Turner wrote:> > >> > > Please don't Huw, this has been very entertaining ;)> >> >:)> >> > > How about just> > >> > > return $Ticket->FirstCustomFieldValue($_[0]);> > >> > >> > > or even no subroutine - just use $Ticket->FirstCustomFieldValue($_[0])> >> >If you want to ditch the sub $_[0] will always be undef as there will> >be no @_ (because it's no longer a sub) :)> >In that case (to use it as a one liner) just:> >> >my $custom_field = $Ticket->FirstCustomFieldValue('SomeField');> >> >Huw> > > -- > Gene LeDuc, GSEC> Security Analyst> San Diego State University > > _______________________________________________> 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
_________________________________________________________________
Windows Live Hotmail is giving away Zunes.
http://www.windowslive-hotmail.com/ZuneADay/?locale=en-US&ocid=TXT_TAGLM_Mobile_Zune_V3
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From gleduc at mail.sdsu.edu  Thu Mar 27 15:02:55 2008
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 27 Mar 2008 12:02:55 -0700
Subject: [rt-users] Automatically sending e-mails using RT
In-Reply-To: <1206643606.47ebeb9614931@webmail.fas.harvard.edu>
References: <1206643606.47ebeb9614931@webmail.fas.harvard.edu>
Message-ID: <6.2.1.2.2.20080327115714.02d9d8f8@mail.sdsu.edu>

Hi Jeff,

If you haven't disabled global scrip #2 ("On Owner Change Notify Owner with 
template Transaction") then it should work out of the box.

If you've changed the template, the biggest gotcha is usually not leaving 
the first line of the template blank.  The blank line lets the mailer know 
where the headers end and the message body begins.  No blank line means no 
message body (and some pretty funky headers).

Regards,
Gene

At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
>I cannot seem to have the scrips in RT send an e-mail to the new owner I 
>assign
>a ticket to. It seems like it should be pretty straight forward but.... no
>cigar. Any suggestions?
>
>-Jeff
>
>
>
>_______________________________________________
>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


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From HelmuthRamirez at compupay.com  Thu Mar 27 15:04:51 2008
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 27 Mar 2008 15:04:51 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE7B1@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F10CE787@EXMAIL.protus.org><47EBA2980200002B0004A2B7@gw1.adphila.org><21044E8C915A7E43B90A1056127160F10CE797@EXMAIL.protus.org><47EBAB270200002B0004A2E9@gw1.adphila.org><21044E8C915A7E43B90A1056127160F10CE7A1@EXMAIL.protus.org><47EBB3010200002B0004A312@gw1.adphila.org>
	<21044E8C915A7E43B90A1056127160F10CE7B1@EXMAIL.protus.org>
Message-ID: <7314881427FC8A4081673E8CEEA7924908565BB7@EXMIAMI01.compupay.com>

Hi Nelson,
  I'm not going to try to explain why your setup isn't working (because
I don't know), but here is what we do here:

-User sends e-mail to our support group (support at example.com)

-Support at example.com is a Contact within AD, which forwards the message
to support at myrtbox.domain

-Our RT box is running Postfix mail server for the sole purpose of
accepting incoming messages, it uses our Exchange server as a Smarthost
to relay off of.

-Within RT, 'reply to' address is set to support at example.com

-When you reply to a ticket, it 'comes from' support at example.com so the
requestor always e-mails an internal e-mail address and doesn't need to
know anything about the actual RT box or some oddball address.

This has worked well in our environment.

Hope that helps you some.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nelson
Pereira
Sent: Thursday, March 27, 2008 2:51 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] testing the ability for RT to sendmail

Same thing for us, nothing is seen from the outside.

But the exchange tech is saying that my RT is refusing the exchange
system when exchange tries to send and email to RT....

A user sends an email to rt3test1 at protusrt.com

RT's /var/log/maillog shows:

Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
ruleset=check_rcpt, arg1=<rt3test1 at protusrt.com>,
relay=exchange2.protus.org [10.98.4.31], reject=550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied
Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
from=<npereira at protus.com>, size=0, class=0, nrcpts=0, proto=ESMTP,
daemon=MTA, relay=exchange2.protus.org [10.98.4.31]


User that sent the email gets:

Your message did not reach some or all of the intended recipients.

      Subject:	testin
      Sent:	3/27/2008 2:46 PM

The following recipient(s) could not be reached:

      rt3 test1 on 3/27/2008 2:46 PM
            You do not have permission to send to this recipient.  For
assistance, contact your system administrator.
            <exmail.protus.com #5.7.1 smtp;550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied>





The exchange tech says RT is refusing the email..... Why is that?
How can I make RT take this damn email already !

Thanks


Nelson




>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
It looks fine. Your admin will have to place a DNS MX record for your
server that points to your RT instance so when mail is originated the
originating mailer knows where to find your RT's mail system.

Here is my working config:

Set( $rtname, 'EFS');
Set($Organization,'rt.adphila.org');
Set($Timezone, 'US/Eastern');
Set($WebBaseURL, 'http://rt.adphila.org');
Set($WebPath, '');
Set($WebImagesURL, $WebPath . '/NoAuth/images/');
Set($CorrespondAddress, 'correspond at rt.adphila.org');
Set($CommentAddress, 'comment at rt.adphila.org');
Set($SendmailPath, '/usr/sbin/sendmail');
Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed, 'rt.log');
Set($OwnerEmail, 'jboris at adphila.org');
Set($MyTicketsLength, 20);


All of this is in our private network and not seen to the outside.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:32:17 PM >>>
Ok, I need to take a step back from here....

The RT system will only be used for internal users. So no emails
coming
from the internet or going to the internet for that matter.
RT needs to send his emails/replies directly to the exchange server
(exchange2.protus.org).


The email I setup in the RT queue is rt3test1 at protusrt.com 
Because supposedly, the Exchange tech said he cannot use @protus.com
as
all emails are going to be sent to RT, which we don't want...

In RT_SiteConfig.pm I have this setup:

Set($rtname , "protusrt.com");
Set($Organization , "protusrt.com");
Set($OwnerEmail , 'npereira at protus.com');
Set($RTAddressRegexp , '^rt\@protusrt.com$');
Set($CanonicalizeEmailAddressMatch , '@rt.protusrt.com$');
Set($CanonicalizeEmailAddressReplace , '@protusrt.com');


Apart from this, what other configuration should be changed in
Sendmail
or RT so this works....?






>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Nelson,
I am not a guru on this so bear with me in my explanations. I don't
know your network makeup. I will explain my setup and maybe this will
help.

When RT creates a ticket via email it will try and send the creator
the
reply that it got the ticket, here is your ticket number. At my place
this will work to only people in our Groupwise System. if they aren't
in
there our network firewalls will see this as a relay attempt and since
my RT server doesn't have rights to send email the mail is bounced or
dropped. The smtp mailer will get the denied message.

I think you are trying to send email through netsup10.protus.org and
it
is not in the list of servers that are allowed to send mail to your
main
email system.

If you aren't the keeper of the rule set in your organization contact
your admin that handles that and tell them your rt server needs to
send
email back to users.  If you show him/her this message they should be
able to open it up.

I went through this for  a long time and I finally found out what was
going on.


Hope this helps.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:04:39 PM >>>
Ok thanks,

But when RT send the email (like the response), what email will it use
to send that email to the user that opened a ticket by sending an
email
to RT?

Also, when users (echange or anyone else) sends email to my RT, I get
a
denied in the /var/log/maillog of :

Mar 27 13:43:54 nelsoncentos sendmail[3476]: m2RHhNiD003476:
ruleset=check_rcpt, arg1=rt3test1 at protusrt.com,
relay=netsup10.protus.org [10.98.4.145], reject=550 5.7.1
rt3test1 at protusrt.com... Relaying denied

If I understand correctly:
rt3test1 = the email setup in the Queue of RT ?
protusrt.com = the conical name in the RT_SiteConfig.pm ?

Or am I completely out to lunch here....




Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 1:35 PM
To: Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I use Mutt on a SCO box to send automated emails and there is a
variable called REPLYTO that has to be set in the users profile so
Mutt
knows how to address it. I had to do this so when one of my users
sends
an email to RT the RT system will create the ticket for the correct
user.

Also to answer your other question about SiteConfig.pm.  I believe you
have to restart the web server. I may be wrong but here where I am at
it
is a trivial thing to restart it when needed.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 1:30:57 PM >>>
Hi,

 

I need to test to make sure RT can sendmail to our exchange SMTP.

So I use mutt on the RT system to send mail.

The user on exchange receives the mail although the address of the
sender is :

root at nelsoncentos.domain.org when it should be
root at nelsoncentos.domain.com 

 

What do I need to change ?

 

The boxes hostname is nelsoncentos.domain.com

 

Thanks.

 

nelson

_______________________________________________
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
_______________________________________________
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From jboris at adphila.org  Thu Mar 27 15:49:22 2008
From: jboris at adphila.org (John  BORIS)
Date: Thu, 27 Mar 2008 15:49:22 -0400
Subject: [rt-users] testing the ability for RT to sendmail
Message-ID: <47EBC2020200002B0004A35C@gw1.adphila.org>

Nelson,
I am not sure if I can help you past this. Can you send mail normally to
or from the rt box to anybody? That might give you a clue to the
problem. If you are running Red Hat then SELinux might be enabled and
then you have to deal with that.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
>>> "Nelson Pereira" <npereira at protus.com> 03/27/08 1:50 PM >>>
Same thing for us, nothing is seen from the outside.

But the exchange tech is saying that my RT is refusing the exchange
system when exchange tries to send and email to RT....

A user sends an email to rt3test1 at protusrt.com

RT's /var/log/maillog shows:

Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
ruleset=check_rcpt, arg1=<rt3test1 at protusrt.com>,
relay=exchange2.protus.org [10.98.4.31], reject=550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied
Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
from=<npereira at protus.com>, size=0, class=0, nrcpts=0, proto=ESMTP,
daemon=MTA, relay=exchange2.protus.org [10.98.4.31]


User that sent the email gets:

Your message did not reach some or all of the intended recipients.

      Subject:        testin
      Sent:        3/27/2008 2:46 PM

The following recipient(s) could not be reached:

      rt3 test1 on 3/27/2008 2:46 PM
            You do not have permission to send to this recipient.  For
assistance, contact your system administrator.
            <exmail.protus.com #5.7.1 smtp;550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied>





The exchange tech says RT is refusing the email..... Why is that?
How can I make RT take this damn email already !

Thanks


Nelson




>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
It looks fine. Your admin will have to place a DNS MX record for your
server that points to your RT instance so when mail is originated the
originating mailer knows where to find your RT's mail system.

Here is my working config:

Set( $rtname, 'EFS');
Set($Organization,'rt.adphila.org');
Set($Timezone, 'US/Eastern');
Set($WebBaseURL, 'http://rt.adphila.org');
Set($WebPath, '');
Set($WebImagesURL, $WebPath . '/NoAuth/images/');
Set($CorrespondAddress, 'correspond at rt.adphila.org');
Set($CommentAddress, 'comment at rt.adphila.org');
Set($SendmailPath, '/usr/sbin/sendmail');
Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed, 'rt.log');
Set($OwnerEmail, 'jboris at adphila.org');
Set($MyTicketsLength, 20);


All of this is in our private network and not seen to the outside.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:32:17 PM >>>
Ok, I need to take a step back from here....

The RT system will only be used for internal users. So no emails
coming
from the internet or going to the internet for that matter.
RT needs to send his emails/replies directly to the exchange server
(exchange2.protus.org).


The email I setup in the RT queue is rt3test1 at protusrt.com 
Because supposedly, the Exchange tech said he cannot use @protus.com
as
all emails are going to be sent to RT, which we don't want...

In RT_SiteConfig.pm I have this setup:

Set($rtname , "protusrt.com");
Set($Organization , "protusrt.com");
Set($OwnerEmail , 'npereira at protus.com');
Set($RTAddressRegexp , '^rt\@protusrt.com$');
Set($CanonicalizeEmailAddressMatch , '@rt.protusrt.com$');
Set($CanonicalizeEmailAddressReplace , '@protusrt.com');


Apart from this, what other configuration should be changed in
Sendmail
or RT so this works....?






>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Nelson,
I am not a guru on this so bear with me in my explanations. I don't
know your network makeup. I will explain my setup and maybe this will
help.

When RT creates a ticket via email it will try and send the creator
the
reply that it got the ticket, here is your ticket number. At my place
this will work to only people in our Groupwise System. if they aren't
in
there our network firewalls will see this as a relay attempt and since
my RT server doesn't have rights to send email the mail is bounced or
dropped. The smtp mailer will get the denied message.

I think you are trying to send email through netsup10.protus.org and
it
is not in the list of servers that are allowed to send mail to your
main
email system.

If you aren't the keeper of the rule set in your organization contact
your admin that handles that and tell them your rt server needs to
send
email back to users.  If you show him/her this message they should be
able to open it up.

I went through this for  a long time and I finally found out what was
going on.


Hope this helps.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:04:39 PM >>>
Ok thanks,

But when RT send the email (like the response), what email will it use
to send that email to the user that opened a ticket by sending an
email
to RT?

Also, when users (echange or anyone else) sends email to my RT, I get
a
denied in the /var/log/maillog of :

Mar 27 13:43:54 nelsoncentos sendmail[3476]: m2RHhNiD003476:
ruleset=check_rcpt, arg1=rt3test1 at protusrt.com,
relay=netsup10.protus.org [10.98.4.145], reject=550 5.7.1
rt3test1 at protusrt.com... Relaying denied

If I understand correctly:
rt3test1 = the email setup in the Queue of RT ?
protusrt.com = the conical name in the RT_SiteConfig.pm ?

Or am I completely out to lunch here....




Refer your friends and colleagues to MyFax! 
Click here for more information.         www.MyFax.com         

-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 1:35 PM
To: Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I use Mutt on a SCO box to send automated emails and there is a
variable called REPLYTO that has to be set in the users profile so
Mutt
knows how to address it. I had to do this so when one of my users
sends
an email to RT the RT system will create the ticket for the correct
user.

Also to answer your other question about SiteConfig.pm.  I believe you
have to restart the web server. I may be wrong but here where I am at
it
is a trivial thing to restart it when needed.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 1:30:57 PM >>>
Hi,

 

I need to test to make sure RT can sendmail to our exchange SMTP.

So I use mutt on the RT system to send mail.

The user on exchange receives the mail although the address of the
sender is :

root at nelsoncentos.domain.org when it should be
root at nelsoncentos.domain.com 

 

What do I need to change ?

 

The boxes hostname is nelsoncentos.domain.com

 

Thanks.

 

nelson

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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
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Commercial support: sales at bestpractical.com


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Buy a copy at http://rtbook.bestpractical.com



From npereira at protus.com  Thu Mar 27 16:02:02 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 27 Mar 2008 16:02:02 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <47EBC2020200002B0004A35C@gw1.adphila.org>
References: <47EBC2020200002B0004A35C@gw1.adphila.org>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org>

I know for a fact that SElinux is disabled...

Yes, using mutt, I can send emails from the RT box to any exchange user
without issues... The issue arises when the user replies...


Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 3:49 PM
To: rt-users at lists.bestpractical.com; Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I am not sure if I can help you past this. Can you send mail normally to
or from the rt box to anybody? That might give you a clue to the
problem. If you are running Red Hat then SELinux might be enabled and
then you have to deal with that.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
>>> "Nelson Pereira" <npereira at protus.com> 03/27/08 1:50 PM >>>
Same thing for us, nothing is seen from the outside.

But the exchange tech is saying that my RT is refusing the exchange
system when exchange tries to send and email to RT....

A user sends an email to rt3test1 at protusrt.com

RT's /var/log/maillog shows:

Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
ruleset=check_rcpt, arg1=<rt3test1 at protusrt.com>,
relay=exchange2.protus.org [10.98.4.31], reject=550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied
Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
from=<npereira at protus.com>, size=0, class=0, nrcpts=0, proto=ESMTP,
daemon=MTA, relay=exchange2.protus.org [10.98.4.31]


User that sent the email gets:

Your message did not reach some or all of the intended recipients.

      Subject:        testin
      Sent:        3/27/2008 2:46 PM

The following recipient(s) could not be reached:

      rt3 test1 on 3/27/2008 2:46 PM
            You do not have permission to send to this recipient.  For
assistance, contact your system administrator.
            <exmail.protus.com #5.7.1 smtp;550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied>





The exchange tech says RT is refusing the email..... Why is that?
How can I make RT take this damn email already !

Thanks


Nelson




>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
It looks fine. Your admin will have to place a DNS MX record for your
server that points to your RT instance so when mail is originated the
originating mailer knows where to find your RT's mail system.

Here is my working config:

Set( $rtname, 'EFS');
Set($Organization,'rt.adphila.org');
Set($Timezone, 'US/Eastern');
Set($WebBaseURL, 'http://rt.adphila.org');
Set($WebPath, '');
Set($WebImagesURL, $WebPath . '/NoAuth/images/');
Set($CorrespondAddress, 'correspond at rt.adphila.org');
Set($CommentAddress, 'comment at rt.adphila.org');
Set($SendmailPath, '/usr/sbin/sendmail');
Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed, 'rt.log');
Set($OwnerEmail, 'jboris at adphila.org');
Set($MyTicketsLength, 20);


All of this is in our private network and not seen to the outside.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:32:17 PM >>>
Ok, I need to take a step back from here....

The RT system will only be used for internal users. So no emails
coming
from the internet or going to the internet for that matter.
RT needs to send his emails/replies directly to the exchange server
(exchange2.protus.org).


The email I setup in the RT queue is rt3test1 at protusrt.com 
Because supposedly, the Exchange tech said he cannot use @protus.com
as
all emails are going to be sent to RT, which we don't want...

In RT_SiteConfig.pm I have this setup:

Set($rtname , "protusrt.com");
Set($Organization , "protusrt.com");
Set($OwnerEmail , 'npereira at protus.com');
Set($RTAddressRegexp , '^rt\@protusrt.com$');
Set($CanonicalizeEmailAddressMatch , '@rt.protusrt.com$');
Set($CanonicalizeEmailAddressReplace , '@protusrt.com');


Apart from this, what other configuration should be changed in
Sendmail
or RT so this works....?






>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Nelson,
I am not a guru on this so bear with me in my explanations. I don't
know your network makeup. I will explain my setup and maybe this will
help.

When RT creates a ticket via email it will try and send the creator
the
reply that it got the ticket, here is your ticket number. At my place
this will work to only people in our Groupwise System. if they aren't
in
there our network firewalls will see this as a relay attempt and since
my RT server doesn't have rights to send email the mail is bounced or
dropped. The smtp mailer will get the denied message.

I think you are trying to send email through netsup10.protus.org and
it
is not in the list of servers that are allowed to send mail to your
main
email system.

If you aren't the keeper of the rule set in your organization contact
your admin that handles that and tell them your rt server needs to
send
email back to users.  If you show him/her this message they should be
able to open it up.

I went through this for  a long time and I finally found out what was
going on.


Hope this helps.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:04:39 PM >>>
Ok thanks,

But when RT send the email (like the response), what email will it use
to send that email to the user that opened a ticket by sending an
email
to RT?

Also, when users (echange or anyone else) sends email to my RT, I get
a
denied in the /var/log/maillog of :

Mar 27 13:43:54 nelsoncentos sendmail[3476]: m2RHhNiD003476:
ruleset=check_rcpt, arg1=rt3test1 at protusrt.com,
relay=netsup10.protus.org [10.98.4.145], reject=550 5.7.1
rt3test1 at protusrt.com... Relaying denied

If I understand correctly:
rt3test1 = the email setup in the Queue of RT ?
protusrt.com = the conical name in the RT_SiteConfig.pm ?

Or am I completely out to lunch here....




Refer your friends and colleagues to MyFax! 
Click here for more information.         www.MyFax.com         

-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 1:35 PM
To: Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I use Mutt on a SCO box to send automated emails and there is a
variable called REPLYTO that has to be set in the users profile so
Mutt
knows how to address it. I had to do this so when one of my users
sends
an email to RT the RT system will create the ticket for the correct
user.

Also to answer your other question about SiteConfig.pm.  I believe you
have to restart the web server. I may be wrong but here where I am at
it
is a trivial thing to restart it when needed.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 1:30:57 PM >>>
Hi,

 

I need to test to make sure RT can sendmail to our exchange SMTP.

So I use mutt on the RT system to send mail.

The user on exchange receives the mail although the address of the
sender is :

root at nelsoncentos.domain.org when it should be
root at nelsoncentos.domain.com 

 

What do I need to change ?

 

The boxes hostname is nelsoncentos.domain.com

 

Thanks.

 

nelson

_______________________________________________
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
_______________________________________________
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



From shildret at scotth.emsphone.com  Thu Mar 27 16:02:54 2008
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Thu, 27 Mar 2008 15:02:54 -0500
Subject: [rt-users] Custom Field in ticket display - can a drop down	box
	be added?
In-Reply-To: <1206469370.1221.92.camel@scotth.emsphone.com>
References: <1206469370.1221.92.camel@scotth.emsphone.com>
Message-ID: <1206648174.1221.174.camel@scotth.emsphone.com>


On Tue, 2008-03-25 at 13:22 -0500, Scott T. Hildreth wrote:
> We have a Queue that has custom fields and when a ticket is created
> we can see the custom fields in the ticket display.  There is a need
> to have one of the fields be a drop down box in the ticket display.  

  Well solved this one, I was looking at the ticket display and my mouse
hovered over the "Custom Fields" title and I noticed it was link.  I
clicked and Shazam, there were all the custom fields ready to be
modified.   I showed my co-worker, he rolled his eyes, and walked away.
Problem Solved.  Nothing gets by us.  


 :-D
  
> This would allow the status to be changed, much like the Reminders 
> section of the display.  Is this possible in the custom fields section 
> of the display or do we need to create section like the Reminders?
> 
>                            Thanks,
>                                STH
> _______________________________________________
> 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


From KFCrocker at lbl.gov  Thu Mar 27 16:12:45 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 13:12:45 -0700
Subject: [rt-users] RT Query - Ticket SQL
Message-ID: <47EBFFBD.1090007@lbl.gov>

To all,


	I don't believe I have seen any threads on this question, but if so, 
please forgive me. I just re-named a bunch of queues to include a prefix 
so that if a particular group works with tickets in several queues, they 
can create a query that asks for queues LIKE "XX-" instead of listing 
each queue they want to search. So, I went to "advanced" and change the 
SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I 
got garbage. Didn't work at all. I tried a few variations like (Queue 
LIKE 'FS') but to no avail. Does anyone have a list of the available 
'Ticket SQL' commands? Has anyone tried this and been successful? If so, 
what did you code? Thanks.


Kenn
LBNL



From KFCrocker at lbl.gov  Thu Mar 27 16:17:33 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 13:17:33 -0700
Subject: [rt-users] Drop down list of requestors
Message-ID: <47EC00DD.10308@lbl.gov>

To all,


	I noticed that when in the "People" update box of a ticket you have to 
have an idea of what a persons UserId contains or looks like when 
wanting to add one to a ticket. Has anyone created a "drop-down" list of 
users with the "CreateTicket" privilege for a queue to select from like 
we have for 'Owners"? I would imagine it would be based on the same 
coding structure as the 'Owner' drop-down for a ticket 'People' change. 
If not, perhaps it would be a good addition for 3.8.1?


Kenn
LBNL



From KFCrocker at lbl.gov  Thu Mar 27 16:21:38 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 13:21:38 -0700
Subject: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
	history?
In-Reply-To: <3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
References: <3CE7D8D453B27148BBCA0B2063B11E647C2A3A@s-wor-e-001.SCOUTSOFFICE.local>
	<47E29834.5000607@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2B44@s-wor-e-001.SCOUTSOFFICE.local>
	<47E92E0E.4080306@lbl.gov>
	<3CE7D8D453B27148BBCA0B2063B11E647C2C67@s-wor-e-001.SCOUTSOFFICE.local>
Message-ID: <47EC01D2.5010108@lbl.gov>

Philip,

	Kool. I've had a few requests here for changes I just can't see doing. 
So far, I've been able to maintain a pretty good balance.

Kenn
LBNL

On 3/27/2008 2:30 AM, Philip Haworth wrote:
> K, thanks for your reply. I was mainly interested in finding out if the
> feature exists; I doubt our RT admin would want to code it himself
> anyway ;) I'm sure we will be moving our support to RT soon regardless.
> 
> 
> Philip Haworth
> Support Developer
> Scout Solutions Software Ltd
> 01905 361 500
> philiphaworth at scoutsolutions.co.uk
> scoutclientsupport at scoutsolutions.co.uk
> 
> 
> This E-mail and any attachments to it are strictly confidential and
> intended solely for the addressee. It and they may contain information
> which is covered by legal, professional, or other privilege. If you are
> not the intended addressee, you must not disclose, forward, copy or take
> any action in reliance on this E-mail or its attachments. If you have
> received this E-mail in error, please notify the sender at Scout
> Solutions on 01905 361 500 as soon as possible and delete this e-mail
> immediately and destroy any hard copies of it.
> Neither Scout Solutions nor the sender accepts any responsibility for
> any virus that may be carried by this e-mail and it is the recipient's
> responsibility to scan the e-mail and any attachments before opening
> them.
> 
> If this e-mail is a personal communication, the views expressed in it
> and in any attachments are personal, and unless otherwise explicitly
> stated do not represent the views of Scout Solutions. 
> 
> Scout Solutions Software Limited is registered in England and Wales
> number 4667857 and its registered office is Whittington Hall,
> Whittington Road, Worcester WR5 2ZX
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: 25 March 2008 16:54
> To: Philip Haworth
> Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
> history?
> 
> Philip,
> 
> 
> 	I think I understand now what you were asking. The stuff about
> the requestor sending in an adeendum threw me off. It seems the question
> is simply "can RT be configured to insert replies to comments next to
> the comment being replied on, instead of by chronological order?". If I
> am correct in understanding your question, my answer is "I've never
> heard or seen it". My understanding of history is that they are
> attachments records that can be displayed in ascending or descending
> order only. To get around that, you would probably have to get "into" RT
> and add another option and code the way that option should work. IT
> seems a bit messy, but possibly doable. I just tell my clients it's a
> built in limitation and leave it at that. They don't seem to mind as RT
> has so many other terrific features. Sorry I couldn't help.
> 
> 
> Kenn
> LBNL
> 
> On 3/25/2008 7:11 AM, Philip Haworth wrote:
>> Firstly, sorry for the delay in replying - last Friday was good 
>> Friday, then the weekend, and this Monday being another bank holiday 
>> has lead to a long delay in getting back to work.
>>
>> FYI the failure email I got contained:
>>
>> 'This is the mail system at host diesel.bestpractical.com.
>>
>> I'm sorry to have to inform you that your message could not be 
>> delivered to one or more recipients. It's attached below.
>>
>> For further assistance, please send mail to postmaster.
>>
>> If you do so, please include this problem report. You can delete your 
>> own text from the attached returned message.
>>
>>                    The mail system
>>
>> <rt-users at diesel.bestpractical.com> (expanded from
>>     <rt-users at lists.bestpractical.com>): mail forwarding loop for
>>     rt-users at diesel.bestpractical.com'
>>
>> I remember getting an email saying my email had been successfully 
>> received by the list; but then this one came later so I got a bit 
>> confused.
>>
>>
>> The issue here isn't how I store the email content - as this is a test
> 
>> installation of RT, I am currently dealing with emails through the 
>> traditional support inbox, and then copying their contents over to 
>> comments in tickets that I create in RT as part of this test.
>> Autocreation of tickets via emailing RT has already been successfully 
>> tested, but this will only be brought into action fully when the 
>> decision is made to move support email address to RT, so for now I'll 
>> still be using comments.
>>
>> The issue is merely how comments (and presumably replies) are 
>> displayed to the user in the ticket's history. If I create a 'reply' 
>> to a comment
>> (note: this is not a reply in RT parlance, i.e. a reply email to the 
>> ticket; but creation of a comment by clicking a particular comment's 
>> 'comment' link), I expect History to have a view that visually 
>> associates this comment 'reply' with the original comment. I have 
>> attached a gif illustration of what I mean.
>>
>>
>> Philip Haworth
>> Support Developer
>> Scout Solutions Software Ltd
>> 01905 361 500
>> philiphaworth at scoutsolutions.co.uk
>> scoutclientsupport at scoutsolutions.co.uk
>>
>>
>> This E-mail and any attachments to it are strictly confidential and 
>> intended solely for the addressee. It and they may contain information
> 
>> which is covered by legal, professional, or other privilege. If you 
>> are not the intended addressee, you must not disclose, forward, copy 
>> or take any action in reliance on this E-mail or its attachments. If 
>> you have received this E-mail in error, please notify the sender at 
>> Scout Solutions on 01905 361 500 as soon as possible and delete this 
>> e-mail immediately and destroy any hard copies of it.
>> Neither Scout Solutions nor the sender accepts any responsibility for 
>> any virus that may be carried by this e-mail and it is the recipient's
> 
>> responsibility to scan the e-mail and any attachments before opening 
>> them.
>>
>> If this e-mail is a personal communication, the views expressed in it 
>> and in any attachments are personal, and unless otherwise explicitly 
>> stated do not represent the views of Scout Solutions.
>>
>> Scout Solutions Software Limited is registered in England and Wales 
>> number 4667857 and its registered office is Whittington Hall, 
>> Whittington Road, Worcester WR5 2ZX
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov]
>> Sent: 20 March 2008 17:01
>> To: Philip Haworth
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's
> 
>> history?
>>
>> Philip,
>>
>>
>> 	I received your email yesterday, so the failure notice you got
> didn't 
>> stop your email from getting to the user's group.
>> 	I'm not sure what advantage you get from altering the way RT
> stores 
>> it's replies. Both are part of ticket history and both have separate 
>> rights control of what a user can see in that history (you can set it 
>> so a user can see neither, either, or both). You can also alter the 
>> chronology from ascending to descending. I suppose it's my lack of 
>> understanding of how your method is supposed to be better than the 
>> built-in abilities that RT has that keeps me from being able to help 
>> you accurately. So, let me ask; what is the supposed advantage of 
>> storing an email as a comment as opposed to leaving it be? Why does 
>> the requestor sending a second, clarifying email upset the apple cart?
> 
>> With those answers, I might be able to steer you in an acceptable
> direction.
>>
>> Kenn
>> LBNL
>>
>> On 3/20/2008 5:53 AM, Philip Haworth wrote:
>>> Note: This is a second attempt to send this email after delivery 
>>> failure without a reason given for the first attempt.
>>>  
>>> Hello, I am currently testing Request Tracker in the hopes that it 
>>> will be the Issue Tracker system that the small company I work for 
>>> will settle with, to deal with support requests and then other uses 
>>> as
>>> they would arise.
>>>  
>>> During working on one support ticket, I came across a minor issue: At
> 
>>> the moment I am storing emails from the client as Comments in the 
>>> ticket, and I had generated a fair number of History items for the 
>>> ticket I was working on. I found that the client had send a second 
>>> email clarifying her original support request, straight after the 
>>> original email had been sent - however as I wasn't aware of this 
>>> email
>>> at the time, it hadn't been added to the ticket straight after the 
>>> opening comment of her original email. I then used the Comment link 
>>> of
>>> the opening comment in order to indicate that the original email has 
>>> been superseded with this new email; entered the email in then 
>>> submitted the Comment. Unfortunately this comment was the appended to
> 
>>> the end of the History list for the current ticket - this wasn't what
>> I was after.
>>>  
>>> I wanted the comment I added to be displayed under the original 
>>> comment to indicate that it was a 'reply' to the original comment - 
>>> otherwise someone having a quick overview of the ticket might not 
>>> realise that the client had sent a second email clarifying her first.
>>>  
>>> Basically I'm after a threaded view of the relationship between the 
>>> ticket comments (as used in Newsgroups), when I use the specialised 
>>> Comment links rather than the overall ticket Comment link. Is this 
>>> something that's in RT's settings, or is it outside the current spec 
>>> of RT? Unfortunately I'm just a user of the system and don't have the
> 
>>> knowledge to program RT itself, but I can talk to the RT 
>>> administrator
>>> if any required code changes are easy enough.
>>>  
>>> Thanks for any help.
>>>
>>> ______________________________________________________
>>> This email has been scanned by the MessageLabs Email Security System.
>>>
>>>
>>> ---------------------------------------------------------------------
>>> -
>>> --
>>>
>>> _______________________________________________
>>> 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
>>
>> ______________________________________________________
>> This email has been scanned by the MessageLabs Email Security System.
>>
>> ______________________________________________________
>> This email has been scanned by the MessageLabs Email Security System.
> 
> 
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> 
> ______________________________________________________
> This email has been scanned by the MessageLabs Email Security System.
> 



From jra at baylink.com  Thu Mar 27 16:28:25 2008
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 27 Mar 2008 16:28:25 -0400
Subject: [rt-users] Drop down list of requestors
In-Reply-To: <47EC00DD.10308@lbl.gov>
References: <47EC00DD.10308@lbl.gov>
Message-ID: <20080327202825.GE24848@cgi.jachomes.com>

On Thu, Mar 27, 2008 at 01:17:33PM -0700, Kenneth Crocker wrote:
> 	I noticed that when in the "People" update box of a ticket you have to 
> have an idea of what a persons UserId contains or looks like when 
> wanting to add one to a ticket. Has anyone created a "drop-down" list of 
> users with the "CreateTicket" privilege for a queue to select from like 
> we have for 'Owners"? I would imagine it would be based on the same 
> coding structure as the 'Owner' drop-down for a ticket 'People' change. 
> If not, perhaps it would be a good addition for 3.8.1?

What?  You want a Customer List?

(grep the list archives for "customer list"... :-})

Cheers,
-- jra
-- 
Jay R. Ashworth                   Baylink                      jra at baylink.com
Designer                     The Things I Think                       RFC 2100
Ashworth & Associates     http://baylink.pitas.com                     '87 e24
St Petersburg FL USA      http://photo.imageinc.us             +1 727 647 1274

	     Those who cast the vote decide nothing.
	     Those who count the vote decide everything.
	       -- (Joseph Stalin)


From KFCrocker at lbl.gov  Thu Mar 27 16:35:15 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 13:35:15 -0700
Subject: [rt-users] 0 tickets found when using custom fields
In-Reply-To: <C4110F63.227E%epeterson@edc.org>
References: <C4110F63.227E%epeterson@edc.org>
Message-ID: <47EC0503.1070305@lbl.gov>

Erik,

	I believe that the reason your inital SQL failed was that when you 
specify a "literal" (CF.XXX LIKE 'FFF') then to code LOOKS for that 
literal in the field, not the translated value of what NULL means. 
Looking for 'NULL' will LITERALLY look for the letters NULL, not the hex 
value of nulls (CF.XXX IS NULL). Anyway, I THINK that is why it failed.


Kenn
LBNL

On 3/27/2008 5:46 AM, Peterson, Erik wrote:
>> From: Arkadiusz Jakubas <ajakubas at arces.net>
>> Date: Thu, 27 Mar 2008 11:47:24 +0100
>> To: <rt-users at bestpractical.com>
>> Subject: [rt-users] 0 tickets found when using custom fields
>> I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :
> 
> 
> Hi,
> 
> I found yesterday, that I could solve a similar problem by making sure that
> I used the ?is? and ?isn?t? conditions instead of ?contains? and ?doesn?t
> contain? when using CustomFields that were chosen from dropdown select
> options.  I was searching for CF with {No Value}, so it may be different for
> you.  This changed:
> 
>   (CF.{Center} LIKE 'NULL')
> 
> into
> 
>   (CF.{Center} IS NULL)
> 
> and that seemed to return the correct tickets.  Not exactly sure why, but
> hopefully it can at least help get the problem solved.
> 
> I believe the number of NULL values in your return is because of the LEFT
> JOIN not finding any matches in the ObjectCustomFields_1 and
> ObjectCustomFields_2 (which also produces the COUNT being 0).
> 
> Hope that helps,
> Erik
> 
> --
> Erik Peterson
> Manager, Project Technology Services
> Education Development Center, Inc.
> http://main.edc.org
> 
> _______________________________________________
> 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
> 



From Candelario at zoominfo.com  Thu Mar 27 16:36:16 2008
From: Candelario at zoominfo.com (Candelario, Bill)
Date: Thu, 27 Mar 2008 16:36:16 -0400
Subject: [rt-users] Crontool
Message-ID: <15503D4FF4C716448506E0565354452701815ADA99@tenacious.eliyon.com>

Hi,

What's the correct syntax when using rt-crontool with rt-remind.pm?

Thanks,
Bill
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From micah at onshore.com  Thu Mar 27 16:39:41 2008
From: micah at onshore.com (Micah Gersten)
Date: Thu, 27 Mar 2008 15:39:41 -0500
Subject: [rt-users] RT Query - Ticket SQL
In-Reply-To: <47EBFFBD.1090007@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov>
Message-ID: <000b01c8904a$af2e5cd0$6914a8c0@voyager>

In SQL, you have to use % as a wildcard when doing a like query.  If GL is a
prefix then you want to do Queue LIKE 'GL%'.

Thank you,
Micah Gersten
Internal Developer
onShore Networks
www.onshore.com

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Thursday, March 27, 2008 3:13 PM
To: rt Users
Subject: [rt-users] RT Query - Ticket SQL

To all,


	I don't believe I have seen any threads on this question, but if so,

please forgive me. I just re-named a bunch of queues to include a prefix 
so that if a particular group works with tickets in several queues, they 
can create a query that asks for queues LIKE "XX-" instead of listing 
each queue they want to search. So, I went to "advanced" and change the 
SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I 
got garbage. Didn't work at all. I tried a few variations like (Queue 
LIKE 'FS') but to no avail. Does anyone have a list of the available 
'Ticket SQL' commands? Has anyone tried this and been successful? If so, 
what did you code? Thanks.


Kenn
LBNL

_______________________________________________
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

No virus found in this incoming message.
Checked by AVG. 
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8:52 AM
 

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From npereira at protus.com  Thu Mar 27 17:08:06 2008
From: npereira at protus.com (Nelson Pereira)
Date: Thu, 27 Mar 2008 17:08:06 -0400
Subject: [rt-users] question about the RT email account
Message-ID: <21044E8C915A7E43B90A1056127160F10CE7EF@EXMAIL.protus.org>

I have setup my /etc/aliases like so for RT:

 

rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url http://localhost/rt"

 

so do I have to setup a user account on the NIX box with rt3test1 ?

 

as when users send emails to rt3test1 at protusrt.com, they get an error
back saying:

Your message did not reach some or all of the intended recipients.

      Subject:             test

      Sent:                 3/27/2008 5:02 PM

The following recipient(s) could not be reached:

      rt3test1 at protusrt.com on 3/27/2008 5:02 PM

            The e-mail system was unable to deliver the message, but did
not report a specific reason.  Check the address and try again.  If it
still fails, contact your system administrator.

            < mailgate-outbound.protus.com #5.0.0 X-Spam-Firewall; Name
service error for name=protusrt.com    type=A: Host not found>

 

And what about this URL?  To get to the RT panel, the url is actulaty 
http://localhost <http://localhost/>  ....  There is no /rt

Does that make a difference>?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 

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From lee20 at fas.harvard.edu  Thu Mar 27 17:19:26 2008
From: lee20 at fas.harvard.edu (Jeffrey J.D. Lee)
Date: Thu, 27 Mar 2008 17:19:26 -0400
Subject: [rt-users] Automatically sending e-mails using RT
In-Reply-To: <6.2.1.2.2.20080327115714.02d9d8f8@mail.sdsu.edu>
References: <1206643606.47ebeb9614931@webmail.fas.harvard.edu>
	<6.2.1.2.2.20080327115714.02d9d8f8@mail.sdsu.edu>
Message-ID: <1206652766.47ec0f5e91cee@webmail.fas.harvard.edu>

Tried to add a line to the beginning of the template and it still doesn't
trigger the sending of e-mail. It used to work, but for some reason it doesn't
work anymore. Any suggestions?

-Jeff

Quoting Gene  LeDuc <gleduc at mail.sdsu.edu>:

> Hi Jeff,
>
> If you haven't disabled global scrip #2 ("On Owner Change Notify Owner with
> template Transaction") then it should work out of the box.
>
> If you've changed the template, the biggest gotcha is usually not leaving
> the first line of the template blank.  The blank line lets the mailer know
> where the headers end and the message body begins.  No blank line means no
> message body (and some pretty funky headers).
>
> Regards,
> Gene
>
> At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
> >I cannot seem to have the scrips in RT send an e-mail to the new owner I
> >assign
> >a ticket to. It seems like it should be pretty straight forward but.... no
> >cigar. Any suggestions?
> >
> >-Jeff
> >
> >
> >
> >_______________________________________________
> >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
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>






From KFCrocker at lbl.gov  Thu Mar 27 17:29:10 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 14:29:10 -0700
Subject: [rt-users] Email Scrips issues
In-Reply-To: <1206643089.47ebe9912d5e0@webmail.fas.harvard.edu>
References: <1206643089.47ebe9912d5e0@webmail.fas.harvard.edu>
Message-ID: <47EC11A6.2080800@lbl.gov>

Jeffery,


	Have you read the RT Essentials book? There are plenty of simple 
examples in it. What kind of permissions have you granted? What kind of 
emails do you want to out to whom and when (what action)? A little more 
detail on your situation and need would be helpful.


Kenn
LBNL

On 3/27/2008 11:38 AM, Jeffrey J.D. Lee wrote:
> 
> I want to set up RT to e-mail the owner when I assign a ticket to them. However
> the only Scrips I can confirm is running is the Autoreply on Create. Any ideas
> on how to get this running?
> 
> -Jeff
> 
> _______________________________________________
> 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
> 



From fcatunda at contactnet.com.br  Thu Mar 27 17:35:45 2008
From: fcatunda at contactnet.com.br (=?ISO-8859-1?Q?=22F=E1bio_M=2E_Catunda=22?=)
Date: Thu, 27 Mar 2008 18:35:45 -0300
Subject: [rt-users] Auto-created users not does not appear...
In-Reply-To: <47EC0E3F.80903@lbl.gov>
References: <47EA4A1F.9090101@contactnet.com.br> <47EAD33C.6010107@lbl.gov>
	<47EBA025.4000204@contactnet.com.br> <47EC0E3F.80903@lbl.gov>
Message-ID: <47EC1331.3030503@contactnet.com.br>

Mr. Crocker,

Good that the "mailbox full" message is ok, I was afraid that the list 
could be down for some reason!

I did the SuperUser thing just for testing purpose, I was kind of 
desperate, as it did not work, I removed it.

I was composing a huge message with all my groups, queues and users to 
try to explain how things are, but then I realized that a specific queue 
was without the "OwnTicket" privilege to the "Privileged" group, that 
was cousing the problem.

Anyway, thanks a lot for your help, by now everything is ok!

[]'s, F?bio Catunda!


Kenneth Crocker escreveu:
> Fabio,
>
>
>     Yes, my responses are getting to the list AND I am also being sent 
> an email that says the inbox for Alexander is full. I believe that 
> Alexander is on vacation ;-) and he has set up his email to 
> automatically respond to all senders and that's why I'm getting that 
> message.
>     Anyway, back to the work. The SuperUser privilege is not something 
> I throw around carelessly. At our installation there are only three 
> users that have it; root, me and my backup. That's it. WAY too much 
> authority there. Also, the "SuperUser" privilege does many things, it 
> is not a "catch-all" privilege. For example, one right it DOESN'T 
> include is the ability to OWN a ticket. That is strictly for user (not 
> recommended), role, or user-defined group. That's why if you give a 
> user the "SuperUser" right, you won't see them in the drop-down for 
> possible owners of a ticket. I would recommend doing a breakdown of 
> the kind of infrastructure you would like for the administration of 
> your queues. DO you want just ANYONE to do anything? DO you want some 
> users to WORK on a ticket and others make the requests and SEE the 
> progress? Once that is down, make sure the each group has the rights 
> it NEEDS for the queue it should be dealing with. Keep the rights at 
> the group level, as that will keep maintenence to a manageble level. 
> Hope this helps.
>
>
> Kenn
> LBNL
>
> On 3/27/2008 6:24 AM, F?bio M. Catunda wrote:
>> Kenneth,
>>
>> I have 5 queues, each queue has a different group. I tried to give 
>> SuperUser privilege to this user, but I just can't find him on those 
>> select boxes when I need to pass him a ticket.
>>
>> I was thinking that this is a permission issue, but now I'm not 
>> pretty sure.
>>
>> Also, are you receiving this message when you send a message to the 
>> list?
>> Sorry. Your message could not be delivered to:
>> Alexander Liebl (Mailbox or Conference is full.)
>>
>> Thanks!
>>
>> Kenneth Crocker escreveu:
>>> Fabio,
>>>
>>>
>>>     It all depends on how you grant rights' to the queues. If you 
>>> have groups with the correct rights to the correct queues, then you 
>>> will need to add these users to one of your existing groups OR grant 
>>> some of these rights globally to "Everyone", "Privileged", 
>>> "Requestor", or whatever case fits. You could also write some code 
>>> (as a scrip) to add users to a group using the info added to an 
>>> account by LDAP. Either way, RT does not automatically add users to 
>>> user-defined groups, only system groups and the "Requestor" role.
>>>     As far as searches go, I do believe that the "Requestor" field 
>>> is available for ALL searches as a role, not as individuals. For 
>>> that, you might want the search to sort on requestor or something. 
>>> It depends on what you are trying to do.  Hope this helps.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On 3/26/2008 6:05 AM, F?bio M. Catunda wrote:
>>>> Hi,
>>>>
>>>> I have a lot of auto-created users in my RT installation, they are 
>>>> readed from a LDAP directory when an e-mail is received.
>>>>
>>>> The question is that those users do not appear on every drop-down, 
>>>> so I can't select them as search criteria and etc.
>>>>
>>>> Is there a way to make them appear?
>>>>
>>>> RT 3.6.1-4 - Debian package.
>>>>
>>>> Thanks.
>>>> _______________________________________________
>>>> 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
>>>>
>>>
>>
>>
>



From KFCrocker at lbl.gov  Thu Mar 27 17:39:56 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 14:39:56 -0700
Subject: [rt-users] RT Query - Ticket SQL
In-Reply-To: <000b01c8904a$af2e5cd0$6914a8c0@voyager>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
Message-ID: <47EC142C.1020706@lbl.gov>

Micah,

	I do not believe the '%' works in RT for Queue. Try it out. I get 
nothing. I guess if someone wants to see 15 or more queues that start 
with the same pre-fix in a search, they will have to add them one at a 
time, waiting for the screen to refresh each time and go from there. 
What an incredible waste of time.


Kenn
LBNL

On 3/27/2008 1:39 PM, Micah Gersten wrote:
> In SQL, you have to use % as a wildcard when doing a like query.  If GL is a
> prefix then you want to do Queue LIKE 'GL%'.
> 
> Thank you,
> Micah Gersten
> Internal Developer
> onShore Networks
> www.onshore.com
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
> Crocker
> Sent: Thursday, March 27, 2008 3:13 PM
> To: rt Users
> Subject: [rt-users] RT Query - Ticket SQL
> 
> To all,
> 
> 
> 	I don't believe I have seen any threads on this question, but if so,
> 
> please forgive me. I just re-named a bunch of queues to include a prefix 
> so that if a particular group works with tickets in several queues, they 
> can create a query that asks for queues LIKE "XX-" instead of listing 
> each queue they want to search. So, I went to "advanced" and change the 
> SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I 
> got garbage. Didn't work at all. I tried a few variations like (Queue 
> LIKE 'FS') but to no avail. Does anyone have a list of the available 
> 'Ticket SQL' commands? Has anyone tried this and been successful? If so, 
> what did you code? Thanks.
> 
> 
> Kenn
> LBNL
> 
> _______________________________________________
> 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
> 
> No virus found in this incoming message.
> Checked by AVG. 
> Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
> 8:52 AM
>  
> 
> No virus found in this outgoing message.
> Checked by AVG. 
> Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
> 8:52 AM
>  
> 
> 



From KFCrocker at lbl.gov  Thu Mar 27 17:43:41 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 14:43:41 -0700
Subject: [rt-users] Automatically sending e-mails using RT
In-Reply-To: <1206652766.47ec0f5e91cee@webmail.fas.harvard.edu>
References: <1206643606.47ebeb9614931@webmail.fas.harvard.edu>
	<6.2.1.2.2.20080327115714.02d9d8f8@mail.sdsu.edu>
	<1206652766.47ec0f5e91cee@webmail.fas.harvard.edu>
Message-ID: <47EC150D.2020405@lbl.gov>

Jeffrey,


	Please list the first 10 lines of your template.


Kenn
LBNL

On 3/27/2008 2:19 PM, Jeffrey J.D. Lee wrote:
> Tried to add a line to the beginning of the template and it still doesn't
> trigger the sending of e-mail. It used to work, but for some reason it doesn't
> work anymore. Any suggestions?
> 
> -Jeff
> 
> Quoting Gene  LeDuc <gleduc at mail.sdsu.edu>:
> 
>> Hi Jeff,
>>
>> If you haven't disabled global scrip #2 ("On Owner Change Notify Owner with
>> template Transaction") then it should work out of the box.
>>
>> If you've changed the template, the biggest gotcha is usually not leaving
>> the first line of the template blank.  The blank line lets the mailer know
>> where the headers end and the message body begins.  No blank line means no
>> message body (and some pretty funky headers).
>>
>> Regards,
>> Gene
>>
>> At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
>>> I cannot seem to have the scrips in RT send an e-mail to the new owner I
>>> assign
>>> a ticket to. It seems like it should be pretty straight forward but.... no
>>> cigar. Any suggestions?
>>>
>>> -Jeff
>>>
>>>
>>>
>>> _______________________________________________
>>> 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
>>
>> --
>> Gene LeDuc, GSEC
>> Security Analyst
>> San Diego State University
>>
> 
> 
> 
> 
> _______________________________________________
> 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
> 



From ruz at bestpractical.com  Thu Mar 27 17:51:31 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 28 Mar 2008 00:51:31 +0300
Subject: [rt-users] RT Query - Ticket SQL
In-Reply-To: <47EC142C.1020706@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
Message-ID: <589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>

You are the first one person who requested such functionality in UI.

On Fri, Mar 28, 2008 at 12:39 AM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> Micah,
>
>         I do not believe the '%' works in RT for Queue. Try it out. I get
>  nothing. I guess if someone wants to see 15 or more queues that start
>  with the same pre-fix in a search, they will have to add them one at a
>  time, waiting for the screen to refresh each time and go from there.
>  What an incredible waste of time.
>
>
>  Kenn
>  LBNL
>
>
>
>  On 3/27/2008 1:39 PM, Micah Gersten wrote:
>  > In SQL, you have to use % as a wildcard when doing a like query.  If GL is a
>  > prefix then you want to do Queue LIKE 'GL%'.
>  >
>  > Thank you,
>  > Micah Gersten
>  > Internal Developer
>  > onShore Networks
>  > www.onshore.com
>  >
>  > -----Original Message-----
>  > From: rt-users-bounces at lists.bestpractical.com
>  > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>  > Crocker
>  > Sent: Thursday, March 27, 2008 3:13 PM
>  > To: rt Users
>  > Subject: [rt-users] RT Query - Ticket SQL
>  >
>  > To all,
>  >
>  >
>  >       I don't believe I have seen any threads on this question, but if so,
>  >
>  > please forgive me. I just re-named a bunch of queues to include a prefix
>  > so that if a particular group works with tickets in several queues, they
>  > can create a query that asks for queues LIKE "XX-" instead of listing
>  > each queue they want to search. So, I went to "advanced" and change the
>  > SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I
>  > got garbage. Didn't work at all. I tried a few variations like (Queue
>  > LIKE 'FS') but to no avail. Does anyone have a list of the available
>  > 'Ticket SQL' commands? Has anyone tried this and been successful? If so,
>  > what did you code? Thanks.
>  >
>  >
>  > Kenn
>  > LBNL
>  >
>  > _______________________________________________
>  > 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
>  >
>  > No virus found in this incoming message.
>  > Checked by AVG.
>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>  > 8:52 AM
>  >
>  >
>  > No virus found in this outgoing message.
>  > Checked by AVG.
>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>  > 8:52 AM
>  >
>  >
>  >
>
>  _______________________________________________
>  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 cervin at intelenet.net  Thu Mar 27 18:10:01 2008
From: cervin at intelenet.net (Chance Ervin)
Date: Thu, 27 Mar 2008 15:10:01 -0700
Subject: [rt-users] Hiding Queues from Users and/or Groups
Message-ID: <ximss-15192809@intelenet.net>

We have an RT installation that has several queues, and I would like to 
start locking them down bases on users and groups. I basically want to be 
able to hide queues from users who do not need to see or work with them.

I have looked through the Wiki, but I have not been able to find anything 
that addresses this. Has anyone else implemented this type of function?

Configuration:

RT3
Perl v5.8.5 under linux
Apache2

Thank you.

----------------
Chance Ervin
Senior Systems Engineer
Intelenet Communications

NOC 949 784-7911
support at intelenet.net


From rkeidel at gmail.com  Thu Mar 27 19:35:12 2008
From: rkeidel at gmail.com (Robert Keidel)
Date: Thu, 27 Mar 2008 16:35:12 -0700
Subject: [rt-users] Hiding Queues from Users and/or Groups
In-Reply-To: <ximss-15192809@intelenet.net>
References: <ximss-15192809@intelenet.net>
Message-ID: <91c16bf0803271635k6ee0331cpf3e6afc9fe6a22aa@mail.gmail.com>

Hi,

I had the same problem. You can change the access rights via group
rights for each queue. There is a specific ACL named "seequeue".
If you not already done, get a copy of RT Essentials. It helped me a lot.

Ciao

Robert Keidel
IRIS International

On Thu, Mar 27, 2008 at 3:10 PM, Chance Ervin <cervin at intelenet.net> wrote:
> We have an RT installation that has several queues, and I would like to
>  start locking them down bases on users and groups. I basically want to be
>  able to hide queues from users who do not need to see or work with them.
>
>  I have looked through the Wiki, but I have not been able to find anything
>  that addresses this. Has anyone else implemented this type of function?
>
>  Configuration:
>
>  RT3
>  Perl v5.8.5 under linux
>  Apache2
>
>  Thank you.
>
>  ----------------
>  Chance Ervin
>  Senior Systems Engineer
>  Intelenet Communications
>
>  NOC 949 784-7911
>  support at intelenet.net
>  _______________________________________________
>  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
>


From KFCrocker at lbl.gov  Thu Mar 27 19:41:45 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 16:41:45 -0700
Subject: [rt-users] RT Query - Ticket SQL
In-Reply-To: <589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
Message-ID: <47EC30B9.5000709@lbl.gov>

Ruslan,


	What can I say? I'm just one of those guys who looks at things from a 
unique perspective ;-). Actually, the real need is based on the 
situation I mentioned, a manager with many, many queues to manage. I 
think it would be reasonable for a manager to want a query like that.
	On another query note, I went ahead and built a query searching for 15 
queues (queue = 'xx' OR queue = 'yy', etc) and when I went to the sort 
preferences and specified queue. The results were NOT alphabetical at 
all, it was by queue_id. Bummer. There was no option of selecting "Queue 
Name" either. When I ran the search anyway and then "left-clicked' the 
Queue heading (supposed to cause results to re-sort by that heading), it 
stretched out the subject column for 200 someodd spaces. Wierd also. 
Then I tried to create a Time Worked search pulling the same queues and 
tried to set the sort preference by owner and THAT also was not an 
option. It seems to me that if you offer the time elements of a ticket, 
why not offer the ability to sort the results by owner? Wouldn't that be 
a realistic need for a manager? Am I missing some parts for my search 
engine or what? It seems a bit "unfinished". Any help here would REALLY 
be helpful. Thanks.

Kenn
LBNL

On 3/27/2008 2:51 PM, Ruslan Zakirov wrote:
> You are the first one person who requested such functionality in UI.
> 
> On Fri, Mar 28, 2008 at 12:39 AM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>> Micah,
>>
>>         I do not believe the '%' works in RT for Queue. Try it out. I get
>>  nothing. I guess if someone wants to see 15 or more queues that start
>>  with the same pre-fix in a search, they will have to add them one at a
>>  time, waiting for the screen to refresh each time and go from there.
>>  What an incredible waste of time.
>>
>>
>>  Kenn
>>  LBNL
>>
>>
>>
>>  On 3/27/2008 1:39 PM, Micah Gersten wrote:
>>  > In SQL, you have to use % as a wildcard when doing a like query.  If GL is a
>>  > prefix then you want to do Queue LIKE 'GL%'.
>>  >
>>  > Thank you,
>>  > Micah Gersten
>>  > Internal Developer
>>  > onShore Networks
>>  > www.onshore.com
>>  >
>>  > -----Original Message-----
>>  > From: rt-users-bounces at lists.bestpractical.com
>>  > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>>  > Crocker
>>  > Sent: Thursday, March 27, 2008 3:13 PM
>>  > To: rt Users
>>  > Subject: [rt-users] RT Query - Ticket SQL
>>  >
>>  > To all,
>>  >
>>  >
>>  >       I don't believe I have seen any threads on this question, but if so,
>>  >
>>  > please forgive me. I just re-named a bunch of queues to include a prefix
>>  > so that if a particular group works with tickets in several queues, they
>>  > can create a query that asks for queues LIKE "XX-" instead of listing
>>  > each queue they want to search. So, I went to "advanced" and change the
>>  > SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I
>>  > got garbage. Didn't work at all. I tried a few variations like (Queue
>>  > LIKE 'FS') but to no avail. Does anyone have a list of the available
>>  > 'Ticket SQL' commands? Has anyone tried this and been successful? If so,
>>  > what did you code? Thanks.
>>  >
>>  >
>>  > Kenn
>>  > LBNL
>>  >
>>  > _______________________________________________
>>  > 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
>>  >
>>  > No virus found in this incoming message.
>>  > Checked by AVG.
>>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>>  > 8:52 AM
>>  >
>>  >
>>  > No virus found in this outgoing message.
>>  > Checked by AVG.
>>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>>  > 8:52 AM
>>  >
>>  >
>>  >
>>
>>  _______________________________________________
>>  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
>>
> 
> 
> 



From KFCrocker at lbl.gov  Thu Mar 27 19:46:49 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 27 Mar 2008 16:46:49 -0700
Subject: [rt-users] Hiding Queues from Users and/or Groups
In-Reply-To: <ximss-15192809@intelenet.net>
References: <ximss-15192809@intelenet.net>
Message-ID: <47EC31E9.8060502@lbl.gov>

Chance,

	Do NOT grant the "SeeQueue" or "CreateTicket" privileges globally. 
Grant then to specific user groups that contain the appropriate 
privileged users. You also might want to create queue-specific support 
groups for owning and modifying tickets as well. Something like 
"Queue-1", "Queue-1-Users", "Queue-1-Tech-Support", etc. We have over 75 
Application (software) support queues arranged just this way and that 
way we don't have users from the wrong groups messing up tickets in some 
other queue. Hope this helps.


Kenn
LBNL

On 3/27/2008 3:10 PM, Chance Ervin wrote:
> We have an RT installation that has several queues, and I would like to 
> start locking them down bases on users and groups. I basically want to be 
> able to hide queues from users who do not need to see or work with them.
> 
> I have looked through the Wiki, but I have not been able to find anything 
> that addresses this. Has anyone else implemented this type of function?
> 
> Configuration:
> 
> RT3
> Perl v5.8.5 under linux
> Apache2
> 
> Thank you.
> 
> ----------------
> Chance Ervin
> Senior Systems Engineer
> Intelenet Communications
> 
> NOC 949 784-7911
> support at intelenet.net
> _______________________________________________
> 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
> 



From jboris at adphila.org  Thu Mar 27 22:14:21 2008
From: jboris at adphila.org (John  BORIS)
Date: Thu, 27 Mar 2008 22:14:21 -0400
Subject: [rt-users] question about the RT email account
Message-ID: <47EC1C3E0200002B0004A42C@gw1.adphila.org>

did you run newaliases after you setup the aliases file?

The web address http://localhost assumes that rt is set as the
DocumentRoot.

http://localhost/rt assumes that rt resides at /rt off of DocumentRoot.

This is set in httpd.conf. It is all based on how you setup your http
server.

>>> "Nelson Pereira" <npereira at protus.com> 03/27/08 4:08 PM >>>
I have setup my /etc/aliases like so for RT:

 

rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url http://localhost/rt"

 

so do I have to setup a user account on the NIX box with rt3test1 ?

 

as when users send emails to rt3test1 at protusrt.com, they get an error
back saying:

Your message did not reach some or all of the intended recipients.

      Subject:             test

      Sent:                 3/27/2008 5:02 PM

The following recipient(s) could not be reached:

      rt3test1 at protusrt.com on 3/27/2008 5:02 PM

            The e-mail system was unable to deliver the message, but did
not report a specific reason.  Check the address and try again.  If it
still fails, contact your system administrator.

            < mailgate-outbound.protus.com #5.0.0 X-Spam-Firewall; Name
service error for name=protusrt.com    type=A: Host not found>

 

And what about this URL?  To get to the RT panel, the url is actulaty 
http://localhost <http://localhost/>  ....  There is no /rt

Does that make a difference>?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 




From jesse at bestpractical.com  Fri Mar 28 06:06:03 2008
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 28 Mar 2008 06:06:03 -0400
Subject: [rt-users] Drop down list of requestors
In-Reply-To: <47EC00DD.10308@lbl.gov>
References: <47EC00DD.10308@lbl.gov>
Message-ID: <B5B6995A-A58C-4BD1-A00A-738451CD95B1@bestpractical.com>


On Mar 27, 2008, at 4:17 PM, Kenneth Crocker wrote:
> To all,
>
>
> 	I noticed that when in the "People" update box of a ticket you have  
> to
> have an idea of what a persons UserId contains or looks like when
> wanting to add one to a ticket. Has anyone created a "drop-down"  
> list of
> users with the "CreateTicket" privilege for a queue to select from  
> like
> we have for 'Owners"? I would imagine it would be based on the same
> coding structure as the 'Owner' drop-down for a ticket 'People'  
> change.
> If not, perhaps it would be a good addition for 3.8.1?

There's a third-part plugin which provides this. We've also done up  
one ourselves. Neither of them is quite refined enough to make core  
for 3.8, but they're both easy to install.

>
>
>
> Kenn
> LBNL
>
> _______________________________________________
> 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
>

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From npereira at protus.com  Fri Mar 28 07:33:14 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 28 Mar 2008 07:33:14 -0400
Subject: [rt-users] question about the RT email account
In-Reply-To: <47EC1C3E0200002B0004A42C@gw1.adphila.org>
References: <47EC1C3E0200002B0004A42C@gw1.adphila.org>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE821@EXMAIL.protus.org>

Yes I did run newaliases and also restarted the HTTPD and SENDMAIL.
Ok, forgot to change the URL, so I just did so... and typed
newaliases...

Sent another email to rt3test1 at protusrt.com while tail'ing the
/var/log/maillog and got this:


Mar 28 07:29:17 nelsoncentos sendmail[18286]: m2SBTH6q018286:
from=<npereira at protus.com>, size=10776, class=0, nrcpts=1,
msgid=<21044E8C915A7E43B90A1056127160F10CE820 at EXMAIL.protus.org>,
proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
Mar 28 07:29:18 nelsoncentos sendmail[18288]: m2SBTH6q018286:
to=<rt3test1 at protusrt.com>, delay=00:00:01, xdelay=00:00:01,
mailer=relay, pri=130776, relay=qa-dev-mail1-1.protusfax.com.
[192.168.2.30], dsn=2.0.0, stat=Sent (750729 message accepted for
delivery)

Yet, RT still does not show the message in the queue and no response
back to the sender...

So I don't need to setup a useraccount of rt3test1 in the centos box?
Just the alias should send the ticket to RT ?




Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 10:14 PM
To: rt-users at lists.bestpractical.com; Nelson Pereira
Subject: Re: [rt-users] question about the RT email account

did you run newaliases after you setup the aliases file?

The web address http://localhost assumes that rt is set as the
DocumentRoot.

http://localhost/rt assumes that rt resides at /rt off of DocumentRoot.

This is set in httpd.conf. It is all based on how you setup your http
server.

>>> "Nelson Pereira" <npereira at protus.com> 03/27/08 4:08 PM >>>
I have setup my /etc/aliases like so for RT:

 

rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url http://localhost/rt"

 

so do I have to setup a user account on the NIX box with rt3test1 ?

 

as when users send emails to rt3test1 at protusrt.com, they get an error
back saying:

Your message did not reach some or all of the intended recipients.

      Subject:             test

      Sent:                 3/27/2008 5:02 PM

The following recipient(s) could not be reached:

      rt3test1 at protusrt.com on 3/27/2008 5:02 PM

            The e-mail system was unable to deliver the message, but did
not report a specific reason.  Check the address and try again.  If it
still fails, contact your system administrator.

            < mailgate-outbound.protus.com #5.0.0 X-Spam-Firewall; Name
service error for name=protusrt.com    type=A: Host not found>

 

And what about this URL?  To get to the RT panel, the url is actulaty 
http://localhost <http://localhost/>  ....  There is no /rt

Does that make a difference>?

 

 

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information.
<http://www.myfax.com/referral_program.asp>  

  <http://www.myfax.com> 

 




From barnesaw at ucrwcu.rwc.uc.edu  Fri Mar 28 08:43:10 2008
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 28 Mar 2008 08:43:10 -0400
Subject: [rt-users] question about the RT email account
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE7EF@EXMAIL.protus.org>
References: <21044E8C915A7E43B90A1056127160F10CE7EF@EXMAIL.protus.org>
Message-ID: <47ECE7DE.7020402@ucrwcu.rwc.uc.edu>

The e-mail system was unable to deliver the message, but did not report 
a specific reason.  Check the address and try again.  If it still fails, 
contact your system administrator.             < 
mailgate-outbound.protus.com #5.0.0 X-Spam-Firewall; Name service error 
for name=protusrt.com    type=A: Host not found>

That looks to be a problem unrelated to RT.  Host not found suggests a 
problem on your Exchange box.


Nelson Pereira wrote:
>
> I have setup my /etc/aliases like so for RT:
>
>  
>
> rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action 
> correspond --url http://localhost/rt"
>
>  
>
> so do I have to setup a user account on the NIX box with rt3test1 ?
>
>  
>
> as when users send emails to rt3test1 at protusrt.com 
> <mailto:rt3test1 at protusrt.com>, they get an error back saying:
>
> Your message did not reach some or all of the intended recipients.
>
>       Subject:             test
>
>       Sent:                 3/27/2008 5:02 PM
>
> The following recipient(s) could not be reached:
>
>       rt3test1 at protusrt.com on 3/27/2008 5:02 PM
>
>             The e-mail system was unable to deliver the message, but 
> did not report a specific reason.  Check the address and try again.  
> If it still fails, contact your system administrator.
>
>             < mailgate-outbound.protus.com #5.0.0 X-Spam-Firewall; 
> Name service error for name=protusrt.com    type=A: Host not found>
>
>  
>
> And what about this URL?  To get to the RT panel, the url is actulaty 
> http://localhost <http://localhost/> ?.  There is no /rt
>
> Does that make a difference>?
>
>  
>
>  
>
> *Nelson Pereira*
> Senior Network Administrator
>
> Protus IP Solutions Inc.
> npereira at protus.com <mailto:npereira at protus.com>
> phone: 613.733.0000 ext.528
> MyFax: 613.822.5083
> www.myfax.com <http://www.myfax.com>
>
> Refer your friends and colleagues to MyFax!
> Click here for more information. 
> <http://www.myfax.com/referral_program.asp>
>
> 	
>
> www.MyFax.com <http://www.myfax.com>
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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


From npereira at protus.com  Fri Mar 28 08:46:49 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 28 Mar 2008 08:46:49 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org>
References: <47EBC2020200002B0004A35C@gw1.adphila.org>
	<21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>

Ok, almost there...

I added "ALL:127.0.0.1" to the /etc/hosts.allow file,
Added "@protusrt.com rt3test1" to the /etc/mail/virtusertable file.

Sent email from user to rt3test1 at protusrt.com

Maillog shows:

Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
from=<npereira at protus.com>, size=10773, class=0, nrcpts=1,
msgid=<21044E8C915A7E43B90A1056127160F10CE830 at EXMAIL.protus.org>,
proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
--queue Desktop --action correspond --url http://localhost" (stat
failed)
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond --url
http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
stat=Service unavailable
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
m2SCbUvh003270: DSN: Service unavailable
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
to=<npereira at protus.com>, delay=00:00:00, xdelay=00:00:00, mailer=relay,
pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
dsn=2.0.0, stat=Sent (750871 message accepted for delivery)




Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
--queue Desktop --action correspond --url http://localhost" (stat
failed)

So there's something wrong, for some reason it's not sending the email
to RT yet I can access RT with http://localhost

/etc/aliases has:
rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url http://localhost"

I also tried changing the http:// with the actual IP address of the box
and still getting the same error about stat failed:
Mar 28 08:45:16 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
--queue Desktop --action correspond --url http://10.98.7.206" (stat
failed)

Any idea?

How come this is so hard to get setup? This is a virgin Centos5
install...?!?


From jboris at adphila.org  Fri Mar 28 09:28:02 2008
From: jboris at adphila.org (John  BORIS)
Date: Fri, 28 Mar 2008 09:28:02 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
References: <47EBC2020200002B0004A35C@gw1.adphila.org>
	<21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
Message-ID: <47ECBA220200002B0004A5A5@gw1.adphila.org>

Nelson,
In the Rt book it states that 
"Modern Versions of Sendmail require all programs called from the
/etc/aliases file to be symlinked into the /etc/smrsh/ directory. You
will receive DSN:Service unavailable erros if you haven't done this."

Here is what they say to use to setup the link:

ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh


I only say tis since you show an error message from smrsh and in that
there is a Service unavailable message.


As for being hard to setup best Practical can answer that. It is an
Open Source package and although the setup can be frustrating the end
result is a very good product. If you haven't done so the book RT
Essentials is a reccommended resource to have on the desk. At least you
have something you can just grab and look through to give you an idea of
what went wrong. 


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/28/2008 8:46 AM >>>
Ok, almost there...

I added "ALL:127.0.0.1" to the /etc/hosts.allow file,
Added "@protusrt.com rt3test1" to the /etc/mail/virtusertable file.

Sent email from user to rt3test1 at protusrt.com 

Maillog shows:

Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
from=<npereira at protus.com>, size=10773, class=0, nrcpts=1,
msgid=<21044E8C915A7E43B90A1056127160F10CE830 at EXMAIL.protus.org>,
proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
--queue Desktop --action correspond --url http://localhost" (stat
failed)
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url
http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
stat=Service unavailable
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
m2SCbUvh003270: DSN: Service unavailable
Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
to=<npereira at protus.com>, delay=00:00:00, xdelay=00:00:00,
mailer=relay,
pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
dsn=2.0.0, stat=Sent (750871 message accepted for delivery)




Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
--queue Desktop --action correspond --url http://localhost" (stat
failed)

So there's something wrong, for some reason it's not sending the email
to RT yet I can access RT with http://localhost 

/etc/aliases has:
rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action
correspond
--url http://localhost" 

I also tried changing the http:// with the actual IP address of the
box
and still getting the same error about stat failed:
Mar 28 08:45:16 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
--queue Desktop --action correspond --url http://10.98.7.206" (stat
failed)

Any idea?

How come this is so hard to get setup? This is a virgin Centos5
install...?!?
_______________________________________________
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


From barry.byrne at wbtsystems.com  Fri Mar 28 09:35:32 2008
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Fri, 28 Mar 2008 13:35:32 -0000
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
References: <47EBC2020200002B0004A35C@gw1.adphila.org><21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
Message-ID: <00c701c890d8$9857b680$c5010c0a@wbt.wbtsystems.com>

 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Nelson Pereira

> Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
> from=<npereira at protus.com>, size=10773, class=0, nrcpts=1,
> msgid=<21044E8C915A7E43B90A1056127160F10CE830 at EXMAIL.protus.org>,
> proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
> Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
> --queue Desktop --action correspond --url http://localhost" (stat
> failed)
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action 
> correspond --url
> http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
> delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
> stat=Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> m2SCbUvh003270: DSN: Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
> to=<npereira at protus.com>, delay=00:00:00, xdelay=00:00:00, 
> mailer=relay,
> pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
> dsn=2.0.0, stat=Sent (750871 message accepted for delivery)

Nelson:

I don't use Centos or Redhat - but this looks like sendmail is configured to
use smrsh.

You'll need to create a symbolic link to the rt-mailgate program in the
smrsh directory, which is probably /etc/smrsh.

Then alter the alias line to use this file:

Something like:

ln -s /opt/rt3/bin/rt-mailgate /etc/smrsh/rt-mailgate

Then in your aliases file:

rt3test1: "|rt-mailgate --queue Desktop --action correspond --url
http://localhost"

Run newaliases

Then you should be set.

 - barry



From lee20 at fas.harvard.edu  Fri Mar 28 10:20:20 2008
From: lee20 at fas.harvard.edu (Jeffrey J.D. Lee)
Date: Fri, 28 Mar 2008 10:20:20 -0400
Subject: [rt-users] Automatically sending e-mails using RT
In-Reply-To: <47EC150D.2020405@lbl.gov>
References: <1206643606.47ebeb9614931@webmail.fas.harvard.edu>
	<6.2.1.2.2.20080327115714.02d9d8f8@mail.sdsu.edu>
	<1206652766.47ec0f5e91cee@webmail.fas.harvard.edu>
	<47EC150D.2020405@lbl.gov>
Message-ID: <1206714020.47ecfea4f08b9@webmail.fas.harvard.edu>


RT-Attach-Message: yes


{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
       Queue: {$Ticket->QueueObj->Name}
     Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}
       Owner: {$Ticket->OwnerObj->Name}
      Status: {$Ticket->Status}
 Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
    Priority: {$Ticket->InitialPriority}


{$Transaction->Content()}


Those are the first ten lines of my Transaction template.

What is odd is that it was working at one point, but now it has stopped. I
didn't notice when it stopped.

i am using the following options in the Scrip:

Description: Owner Change
Condition: On Transaction
Action: Notify Owner
Template: Global template: Transaction
Stage: Transaction Create

Thanks for any help you can provide.

-Jeff

-Jeff

Quoting Kenneth Crocker <KFCrocker at lbl.gov>:

> Jeffrey,
>
>
> 	Please list the first 10 lines of your template.
>
>
> Kenn
> LBNL
>
> On 3/27/2008 2:19 PM, Jeffrey J.D. Lee wrote:
> > Tried to add a line to the beginning of the template and it still doesn't
> > trigger the sending of e-mail. It used to work, but for some reason it
> doesn't
> > work anymore. Any suggestions?
> >
> > -Jeff
> >
> > Quoting Gene  LeDuc <gleduc at mail.sdsu.edu>:
> >
> >> Hi Jeff,
> >>
> >> If you haven't disabled global scrip #2 ("On Owner Change Notify Owner
> with
> >> template Transaction") then it should work out of the box.
> >>
> >> If you've changed the template, the biggest gotcha is usually not leaving
> >> the first line of the template blank.  The blank line lets the mailer know
> >> where the headers end and the message body begins.  No blank line means no
> >> message body (and some pretty funky headers).
> >>
> >> Regards,
> >> Gene
> >>
> >> At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
> >>> I cannot seem to have the scrips in RT send an e-mail to the new owner I
> >>> assign
> >>> a ticket to. It seems like it should be pretty straight forward but....
> no
> >>> cigar. Any suggestions?
> >>>
> >>> -Jeff
> >>>
> >>>
> >>>
> >>> _______________________________________________
> >>> 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
> >>
> >> --
> >> Gene LeDuc, GSEC
> >> Security Analyst
> >> San Diego State University
> >>
> >
> >
> >
> >
> > _______________________________________________
> > 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
> >
>






From frota at cecom.ufmg.br  Fri Mar 28 10:42:14 2008
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Fri, 28 Mar 2008 11:42:14 -0300
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
References: <47EBC2020200002B0004A35C@gw1.adphila.org>
	<21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org>
	<21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
Message-ID: <200803281142.14495.frota@cecom.ufmg.br>


I think you need to enable which programs can be piped when you are using 
smrsh. Try to disable it, generating a new "sendmail.cf" file (you will need 
to comment another line at sendmail.mc). And why are you using "protusrt.com" 
instead of something like "rt.protus.com"?. 

Em Friday 28 March 2008 09:46:49 Nelson Pereira escreveu:
> Ok, almost there...
>
> I added "ALL:127.0.0.1" to the /etc/hosts.allow file,
> Added "@protusrt.com rt3test1" to the /etc/mail/virtusertable file.
>
> Sent email from user to rt3test1 at protusrt.com
>
> Maillog shows:
>
> Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
> from=<npereira at protus.com>, size=10773, class=0, nrcpts=1,
> msgid=<21044E8C915A7E43B90A1056127160F10CE830 at EXMAIL.protus.org>,
> proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
> Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
> --queue Desktop --action correspond --url http://localhost" (stat
> failed)
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond --url
> http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
> delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
> stat=Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> m2SCbUvh003270: DSN: Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
> to=<npereira at protus.com>, delay=00:00:00, xdelay=00:00:00, mailer=relay,
> pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
> dsn=2.0.0, stat=Sent (750871 message accepted for delivery)
>
>
>
>
> Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
> --queue Desktop --action correspond --url http://localhost" (stat
> failed)
>
> So there's something wrong, for some reason it's not sending the email
> to RT yet I can access RT with http://localhost
>
> /etc/aliases has:
> rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
> --url http://localhost"
>
> I also tried changing the http:// with the actual IP address of the box
> and still getting the same error about stat failed:
> Mar 28 08:45:16 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
> --queue Desktop --action correspond --url http://10.98.7.206" (stat
> failed)
>
> Any idea?
>
> How come this is so hard to get setup? This is a virgin Centos5
> install...?!?
> _______________________________________________
> 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



-- 
     Fernando Frota Machado de Morais
        IR Team - Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3409.4007  Fax. +55(31)3409.4004


From npereira at protus.com  Fri Mar 28 10:46:00 2008
From: npereira at protus.com (Nelson Pereira)
Date: Fri, 28 Mar 2008 10:46:00 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <200803281142.14495.frota@cecom.ufmg.br>
References: <47EBC2020200002B0004A35C@gw1.adphila.org><21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org><21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
	<200803281142.14495.frota@cecom.ufmg.br>
Message-ID: <21044E8C915A7E43B90A1056127160F10CE878@EXMAIL.protus.org>

As requested from the security tech... don't ask...

Now it looks like I broke it again....

Mar 28 10:43:31 nelsoncentos sendmail[3608]: m2SEhV3U003608:
from=<npereira at protus.com>, size=10775, class=0, nrcpts=1,
msgid=<21044E8C915A7E43B90A1056127160F10CE876 at EXMAIL.protus.org>,
proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
Mar 28 10:43:32 nelsoncentos sendmail[3610]: m2SEhV3U003608:
to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond --url
http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
delay=00:00:01, xdelay=00:00:00, mailer=prog, pri=40984, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL



Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Fernando
Frota Machado de Morais
Sent: Friday, March 28, 2008 10:42 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] testing the ability for RT to sendmail


I think you need to enable which programs can be piped when you are
using 
smrsh. Try to disable it, generating a new "sendmail.cf" file (you will
need 
to comment another line at sendmail.mc). And why are you using
"protusrt.com" 
instead of something like "rt.protus.com"?. 

Em Friday 28 March 2008 09:46:49 Nelson Pereira escreveu:
> Ok, almost there...
>
> I added "ALL:127.0.0.1" to the /etc/hosts.allow file,
> Added "@protusrt.com rt3test1" to the /etc/mail/virtusertable file.
>
> Sent email from user to rt3test1 at protusrt.com
>
> Maillog shows:
>
> Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
> from=<npereira at protus.com>, size=10773, class=0, nrcpts=1,
> msgid=<21044E8C915A7E43B90A1056127160F10CE830 at EXMAIL.protus.org>,
> proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
> Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
> --queue Desktop --action correspond --url http://localhost" (stat
> failed)
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url
> http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
> delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
> stat=Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> m2SCbUvh003270: DSN: Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
> to=<npereira at protus.com>, delay=00:00:00, xdelay=00:00:00,
mailer=relay,
> pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
> dsn=2.0.0, stat=Sent (750871 message accepted for delivery)
>
>
>
>
> Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
> --queue Desktop --action correspond --url http://localhost" (stat
> failed)
>
> So there's something wrong, for some reason it's not sending the email
> to RT yet I can access RT with http://localhost
>
> /etc/aliases has:
> rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action
correspond
> --url http://localhost"
>
> I also tried changing the http:// with the actual IP address of the
box
> and still getting the same error about stat failed:
> Mar 28 08:45:16 nelsoncentos smrsh: uid 8: attempt to use "rt-mailgate
> --queue Desktop --action correspond --url http://10.98.7.206" (stat
> failed)
>
> Any idea?
>
> How come this is so hard to get setup? This is a virgin Centos5
> install...?!?
> _______________________________________________
> 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



-- 
     Fernando Frota Machado de Morais
        IR Team - Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3409.4007  Fax. +55(31)3409.4004
_______________________________________________
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


From jboris at adphila.org  Fri Mar 28 10:58:35 2008
From: jboris at adphila.org (John  BORIS)
Date: Fri, 28 Mar 2008 10:58:35 -0400
Subject: [rt-users] testing the ability for RT to sendmail
In-Reply-To: <21044E8C915A7E43B90A1056127160F10CE878@EXMAIL.protus.org>
References: <47EBC2020200002B0004A35C@gw1.adphila.org><21044E8C915A7E43B90A1056127160F10CE7C7@EXMAIL.protus.org><21044E8C915A7E43B90A1056127160F10CE832@EXMAIL.protus.org>
	<200803281142.14495.frota@cecom.ufmg.br>
	<21044E8C915A7E43B90A1056127160F10CE878@EXMAIL.protus.org>
Message-ID: <47ECCF5B0200002B0004A5F7@gw1.adphila.org>

If it worked before you rebooted then one of actions you did was not
written to a configuration file.  This issue also has to do with smrsh
so it probably has to do with the link that was done.
I am not familiar with your flavor of Unix and would never call myself
a guru at this but I have had issues with the ln command on SCO where it
is finicky where it will do a soft link or hard link. If the /opt and
/etc are on different filesystems you might have to use a different
switch than ln -s to accomplish this.


You may have to do a little RTFM'ing of the smrsh docs to see what
might be peculiar on this setup.


John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/28/2008 10:46 AM >>>
As requested from the security tech... don't ask...

Now it looks like I broke it again....

Mar 28 10:43:31 nelsoncentos sendmail[3608]: m2SEhV3U003608:
from=<npereira at protus.com>, size=10775, class=0, nrcpts=1,
msgid=<21044E8C915A7E43B90A1056127160F10CE876 at EXMAIL.protus.org>,
proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
Mar 28 10:43:32 nelsoncentos sendmail[3610]: m2SEhV3U003608:
to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url
http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
delay=00:00:01, xdelay=00:00:00, mailer=prog, pri=40984, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL



Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
MyFax: 613.822.5083 
www.myfax.com 

Refer your friends and colleagues to MyFax! 
Click here for more information. 	www.MyFax.com 	

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com 
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Fernando
Frota Machado de Morais
Sent: Friday, March 28, 2008 10:42 AM
To: rt-users at lists.bestpractical.com 
Subject: Re: [rt-users] testing the ability for RT to sendmail


I think you need to enable which programs can be piped when you are
using 
smrsh. Try to disable it, generating a new "sendmail.cf" file (you
will
need 
to comment another line at sendmail.mc). And why are you using
"protusrt.com" 
instead of something like "rt.protus.com"?. 

Em Friday 28 March 2008 09:46:49 Nelson Pereira escreveu:
> Ok, almost there...
>
> I added "ALL:127.0.0.1" to the /etc/hosts.allow file,
> Added "@protusrt.com rt3test1" to the /etc/mail/virtusertable file.
>
> Sent email from user to rt3test1 at protusrt.com 
>
> Maillog shows:
>
> Mar 28 08:37:30 nelsoncentos sendmail[3269]: m2SCbUvh003269:
> from=<npereira at protus.com>, size=10773, class=0, nrcpts=1,
> msgid=<21044E8C915A7E43B90A1056127160F10CE830 at EXMAIL.protus.org>,
> proto=ESMTP, daemon=MTA, relay=exchange2.protus.org [10.98.4.31]
> Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use
"rt-mailgate
> --queue Desktop --action correspond --url http://localhost" (stat
> failed)
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> to="|/opt/rt3/bin/rt-mailgate --queue Desktop --action correspond
--url
> http://localhost", ctladdr=<rt3test1 at protusrt.com> (8/0),
> delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=40982, dsn=5.0.0,
> stat=Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003269:
> m2SCbUvh003270: DSN: Service unavailable
> Mar 28 08:37:30 nelsoncentos sendmail[3270]: m2SCbUvh003270:
> to=<npereira at protus.com>, delay=00:00:00, xdelay=00:00:00,
mailer=relay,
> pri=42006, relay=qa-dev-mail1-1.protusfax.com. [192.168.2.30],
> dsn=2.0.0, stat=Sent (750871 message accepted for delivery)
>
>
>
>
> Mar 28 08:37:30 nelsoncentos smrsh: uid 8: attempt to use
"rt-mailgate
> --queue Desktop --action correspond --url http://localhost" (stat
> failed)
>
> So there's something wrong, for some reason it's not sending the
email
> to RT yet I can access RT with http://localhost 
>
> /etc/aliases has:
> rt3test1: "|/opt/rt3/bin/rt-mailgate --queue Desktop --action
correspond
> --url http://localhost" 
>
> I also tried changing the http:// with the actual IP address of the
box
> and still getting the same error about stat failed:
> Mar 28 08:45:16 nelsoncentos smrsh: uid 8: attempt to use
"rt-mailgate
> --queue Desktop --action correspond --url http://10.98.7.206" (stat
> failed)
>
> Any idea?
>
> How come this is so hard to get setup? This is a virgin Centos5
> install...?!?
> _______________________________________________
> 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 



-- 
     Fernando Frota Machado de Morais
        IR Team - Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3409.4007  Fax. +55(31)3409.4004
_______________________________________________
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 
_______________________________________________
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


From KFCrocker at lbl.gov  Fri Mar 28 12:32:30 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 28 Mar 2008 09:32:30 -0700
Subject: [rt-users] Drop down list of requestors
In-Reply-To: <B5B6995A-A58C-4BD1-A00A-738451CD95B1@bestpractical.com>
References: <47EC00DD.10308@lbl.gov>
	<B5B6995A-A58C-4BD1-A00A-738451CD95B1@bestpractical.com>
Message-ID: <47ED1D9E.7040602@lbl.gov>

Jesse,


	I figured that someone else thought it was a good idea, too. I'll look 
thru the archives and see if there are any threads/links to the install. 
Thanks.


Kenn
LBNL

On 3/28/2008 3:06 AM, Jesse Vincent wrote:
> 
> On Mar 27, 2008, at 4:17 PM, Kenneth Crocker wrote:
>> To all,
>>
>>
>>     I noticed that when in the "People" update box of a ticket you 
>> have to
>> have an idea of what a persons UserId contains or looks like when
>> wanting to add one to a ticket. Has anyone created a "drop-down" list of
>> users with the "CreateTicket" privilege for a queue to select from like
>> we have for 'Owners"? I would imagine it would be based on the same
>> coding structure as the 'Owner' drop-down for a ticket 'People' change.
>> If not, perhaps it would be a good addition for 3.8.1?
> 
> There's a third-part plugin which provides this. We've also done up one 
> ourselves. Neither of them is quite refined enough to make core for 3.8, 
> but they're both easy to install.
> 
>>
>>
>>
>> Kenn
>> LBNL
>>
>> _______________________________________________
>> 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
>>
> 



From KFCrocker at lbl.gov  Fri Mar 28 13:36:09 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 28 Mar 2008 10:36:09 -0700
Subject: [rt-users] Automatically sending e-mails using RT
In-Reply-To: <1206714020.47ecfea4f08b9@webmail.fas.harvard.edu>
References: <1206643606.47ebeb9614931@webmail.fas.harvard.edu>
	<6.2.1.2.2.20080327115714.02d9d8f8@mail.sdsu.edu>
	<1206652766.47ec0f5e91cee@webmail.fas.harvard.edu>
	<47EC150D.2020405@lbl.gov>
	<1206714020.47ecfea4f08b9@webmail.fas.harvard.edu>
Message-ID: <47ED2C89.7050303@lbl.gov>

Jeffery,



	Other than the condition is NOT specific as to TYPE of transaction, I 
don't see anything wrong with either the template or scrip. I'm 
surprised you did not use the "On Owner Change" condition to trigger 
that template. We modified our template per the RT:Essentials 
instructions and it works great.
	By the way, the first line in your template has nothing to do with 
whether a recipient gets an email or if the email even goes out. That 
particular line merely allows any attachments associated with the 
notification to go WITH the email IF it is sent. So, other than 
specifying a different condition, the only other things I can think of are:

	1) The person that initiated the transaction was ALSO the owner, 
thereby getting itself nullified because the action was "Notify" rather 
than "AutoReply" (RT does NOT execute "Notify" actions if the 
transaction initiator is the same as the recipient named in the action). 
Perhaps you should use the "AutoReply" action?
	2) The action failed because the UserID of the proposed owner did not 
have the "OwnTicket" right. Once it failed, no notification was sent. 
Did you check the logs?
	3) The scrip is NOT Global and NOT in the Queue where the transaction 
is taking place.
	4) The qualification of the recipient to get the email have changed:
		a) No longer in the group with "OwnTicket" rights to the queue.
		b) No longer a "Privileged" user.
		c) The User-defined group that HAD "OwnTicket" as a right for that 
queue no longer do.

	Well, that's enough to check out for now. Let me know what you find. 
Hope this helps.

Kenn
LBNL

On 3/28/2008 7:20 AM, Jeffrey J.D. Lee wrote:
> RT-Attach-Message: yes
> 
> 
> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
> Transaction: {$Transaction->Description}
>        Queue: {$Ticket->QueueObj->Name}
>      Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
>        Owner: {$Ticket->OwnerObj->Name}
>       Status: {$Ticket->Status}
>  Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>     Priority: {$Ticket->InitialPriority}
> 
> 
> {$Transaction->Content()}
> 
> 
> Those are the first ten lines of my Transaction template.
> 
> What is odd is that it was working at one point, but now it has stopped. I
> didn't notice when it stopped.
> 
> i am using the following options in the Scrip:
> 
> Description: Owner Change
> Condition: On Transaction
> Action: Notify Owner
> Template: Global template: Transaction
> Stage: Transaction Create
> 
> Thanks for any help you can provide.
> 
> -Jeff
> 
> -Jeff
> 
> Quoting Kenneth Crocker <KFCrocker at lbl.gov>:
> 
>> Jeffrey,
>>
>>
>> 	Please list the first 10 lines of your template.
>>
>>
>> Kenn
>> LBNL
>>
>> On 3/27/2008 2:19 PM, Jeffrey J.D. Lee wrote:
>>> Tried to add a line to the beginning of the template and it still doesn't
>>> trigger the sending of e-mail. It used to work, but for some reason it
>> doesn't
>>> work anymore. Any suggestions?
>>>
>>> -Jeff
>>>
>>> Quoting Gene  LeDuc <gleduc at mail.sdsu.edu>:
>>>
>>>> Hi Jeff,
>>>>
>>>> If you haven't disabled global scrip #2 ("On Owner Change Notify Owner
>> with
>>>> template Transaction") then it should work out of the box.
>>>>
>>>> If you've changed the template, the biggest gotcha is usually not leaving
>>>> the first line of the template blank.  The blank line lets the mailer know
>>>> where the headers end and the message body begins.  No blank line means no
>>>> message body (and some pretty funky headers).
>>>>
>>>> Regards,
>>>> Gene
>>>>
>>>> At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
>>>>> I cannot seem to have the scrips in RT send an e-mail to the new owner I
>>>>> assign
>>>>> a ticket to. It seems like it should be pretty straight forward but....
>> no
>>>>> cigar. Any suggestions?
>>>>>
>>>>> -Jeff
>>>>>
>>>>>
>>>>>
>>>>> _______________________________________________
>>>>> 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
>>>> --
>>>> Gene LeDuc, GSEC
>>>> Security Analyst
>>>> San Diego State University
>>>>
>>>
>>>
>>>
>>> _______________________________________________
>>> 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
>>>
> 
> 
> 
> 
> 



From stephen.a.cochran.lists at cahir.net  Mon Mar 31 02:27:49 2008
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Mon, 31 Mar 2008 02:27:49 -0400
Subject: [rt-users] Self-Service Interface
In-Reply-To: <47C02358.6010608@oracle.com>
References: <979D9336-3464-4410-B8DF-5F9BAF2F50C5@kingarthurflour.com>
	<47BF1400.9010201@oracle.com>
	<27121A5D-8072-43CF-8BFF-0B095E4739DA@kingarthurflour.com>
	<47C02358.6010608@oracle.com>
Message-ID: <7D630A74-1A94-44BE-9BA1-E238EB9DA756@cahir.net>

Finally got around to installing this mod, but it's not working  
correctly in our 3.6.3  install. Basic problem is that all uses are  
stuck in the Basic mode, even though the URL is not at the SelfService/ 
index.html location. Also, no matter what, the cookie always stays  
with a value of "Basic".

Anyone seen this problem? No errors in the apache or rt logs, and for  
the life of me can't see any errors in the code on the wiki.

Steve


On Feb 23, 2008, at 8:44 AM, Joe Casadonte wrote:
> On 2/22/2008 4:42 PM, Steve Cochran wrote:
>> Yep, read through that and
>> http://wiki.bestpractical.com/view/AutoRedirectToSelfService
>> I was wondering if anyone was using them and how the experience  
>> worked for users. The other thought I had was using the one you  
>> suggested, making the Self Service the default (not sure how yet),  
>> and then also modifying the self service tabs to add a link to the  
>> "Advanced" interface.
>
> Well, we use it here, and most people like it (personally I abhor  
> the Self Service interface, but then I use Emacs & VI by choice, so  
> I guess it's to be expected).  Self Service is the default already,  
> and there exists an "Advanced" link at the top right near the login/ 
> logout link. Adding it as a tab option instead is a very straight- 
> forward thing to do, at least for the non-Self Service interface.
>
> -- 
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
>
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========



From sbenson at a-1networks.com  Mon Mar 31 13:49:35 2008
From: sbenson at a-1networks.com (Scott Benson)
Date: Mon, 31 Mar 2008 10:49:35 -0700
Subject: [rt-users] displaying Stalled tickets
Message-ID: <47F1242F.8070109@a-1networks.com>

Hello,
    I'd like to have a RT Display tickets that are stalled in

"25 highest priority tickets I own"
"25 newest unowned tickets"

What we want to happen is every time we send an email to a customer it 
stalls the ticket, unless otherwise told to resolve.  If possible we'd 
also like stalled tickets to show up a different color from open 
tickets.  Is this possible?
-- 
Scott Benson
A1 Networks
(707)570-2021 x203


From pauloandrade at ist.utl.pt  Mon Mar 31 14:16:54 2008
From: pauloandrade at ist.utl.pt (Paulo Filipe Andrade)
Date: Mon, 31 Mar 2008 19:16:54 +0100
Subject: [rt-users] Promoting a non-privileged user to a privileged user
Message-ID: <4BAD37A1-2A82-4046-A6AB-77E6DA607AD3@ist.utl.pt>

Hello,

I'm using RT with the LDAP patch. Everything is working as expected:  
logins, auto updating user information, etc.

However imagine the following situation:
1 - A user sends an e-mail to RT and is auto created as a non- 
privileged user.
2 - Later on that user is added to the LDAP (in my case to an LDAP  
group), to be part of the staff.
3 - User tries to login and gets thrown to the self-service page...

I want to modify the LDAP patch to allow for escalating a user to  
privileged if certain conditions apply.
However I don't know the correct way to do this escalation..  I don't  
quite understand how RT uses ACLs and Principals to get this working.

Thank you for your time!
Any help is appreciated,

Paulo F. Andrade
pauloandrade at ist.utl.pt





From sturner at MIT.EDU  Mon Mar 31 14:34:13 2008
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 31 Mar 2008 14:34:13 -0400
Subject: [rt-users] Promoting a non-privileged user to a privileged user
In-Reply-To: <4BAD37A1-2A82-4046-A6AB-77E6DA607AD3@ist.utl.pt>
References: <4BAD37A1-2A82-4046-A6AB-77E6DA607AD3@ist.utl.pt>
Message-ID: <6.2.3.4.2.20080331143128.049ea760@po14.mit.edu>

At Monday 3/31/2008 02:16 PM, Paulo Filipe Andrade wrote:

>I want to modify the LDAP patch to allow for escalating a user to
>privileged if certain conditions apply.
>However I don't know the correct way to do this escalation..  I don't
>quite understand how RT uses ACLs and Principals to get this working.

Paulo,

If you have an RT::User object (e.g. $user ) you can do this to make 
the user privileged:

$user->SetPrivileged(1);

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT Information Services and Technology (IS&T)




From jarends at uiuc.edu  Mon Mar 31 15:13:49 2008
From: jarends at uiuc.edu (John Arends)
Date: Mon, 31 Mar 2008 14:13:49 -0500
Subject: [rt-users] Permissions on user information?
Message-ID: <47F137ED.902@uiuc.edu>

I applied a mod to the ShowPeople Element on a ticket that uses 
<%$UserObj->WorkPhone%> to display the requestor's phone number.

Only people with full admin access to the RT system can see the phone 
number. I looked through the permissions and did not see anything 
obvious that allows us to control who can see directory information like 
that.

Any suggestions? I obviously don't want normal users to have full write 
access to change people's directory info.


From joseph.mailboxlist at gmail.com  Mon Mar 31 16:12:10 2008
From: joseph.mailboxlist at gmail.com (joseph blase)
Date: Tue, 1 Apr 2008 04:12:10 +0800
Subject: [rt-users] 500 Internal Server Error
Message-ID: <183244a40803311312r40615f53m76d554eb24612ba2@mail.gmail.com>

Hi list,

We had our RT systems working for quite sometimes until recently we notice
that  if we access it's Ticket button it's being redirected(if it's the
right term) to https://helpdesk.domain.com/Search/Build.html and throw out
this "500 Internal Server Error" and  error logs contain as follow:

[Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: comm with
server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted:
idle timeout (30 sec), referer: https://helpdesk.domain.com/
[Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: incomplete
headers (0 bytes) received from server
"/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer:
https://helpdesk.domain.com/
[Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: comm with
server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted:
idle timeout (30 sec), referer: https://helpdesk.domain.com/
[Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: incomplete
headers (0 bytes) received from server
"/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer:
https://helpdesk.domain.com/

Although there's some listing coming on on google search for same
error,there's no concrete answer so might as well try my luck here.

We're using:

RT 3.6.1
on
Apache/2.2.3 (Debian 4.0) mod_fastcgi/2.4.2 mod_ssl/2.2.3 OpenSSL/0.9.8c
mod_perl/2.0.2 Perl/v5.8.8 Server


Thanks in advance,

 joseph
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From KFCrocker at lbl.gov  Mon Mar 31 19:08:59 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 31 Mar 2008 16:08:59 -0700
Subject: [rt-users] a little self-service help
Message-ID: <47F16F0B.9030000@lbl.gov>

To all,


	We use LDAP to keep any and all non-privileged users out of RT. If you 
do not have an LDAP userid and password, you can't get in the webui. On 
the self-service side, I want to allow emails to be sent to an RT Queue 
from our production scheduler when a job abends. I tried to add the 
"From" address as a user to RT (so it would accept the email) and it 
would not allow me to do that. I am stumped. Is there some other 
privilege I need (other than superuser) in order to add users to RT. I 
really didn't think I'd have this problem. I was going to change "Group 
Rights" for the queue to allow "Privileged" to create tickets, and by 
adding the email address from the scheuler as a privileged user it would 
work. Any suggestions?


Kenn
LBNL



From KFCrocker at lbl.gov  Mon Mar 31 19:11:21 2008
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 31 Mar 2008 16:11:21 -0700
Subject: [rt-users] RT Query - Ticket SQL
In-Reply-To: <589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
Message-ID: <47F16F99.8090006@lbl.gov>

Ruslan,


	Any chance this feature can be added to the Search Builder?


Kenn
LBNL

On 3/27/2008 2:51 PM, Ruslan Zakirov wrote:
> You are the first one person who requested such functionality in UI.
> 
> On Fri, Mar 28, 2008 at 12:39 AM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>> Micah,
>>
>>         I do not believe the '%' works in RT for Queue. Try it out. I get
>>  nothing. I guess if someone wants to see 15 or more queues that start
>>  with the same pre-fix in a search, they will have to add them one at a
>>  time, waiting for the screen to refresh each time and go from there.
>>  What an incredible waste of time.
>>
>>
>>  Kenn
>>  LBNL
>>
>>
>>
>>  On 3/27/2008 1:39 PM, Micah Gersten wrote:
>>  > In SQL, you have to use % as a wildcard when doing a like query.  If GL is a
>>  > prefix then you want to do Queue LIKE 'GL%'.
>>  >
>>  > Thank you,
>>  > Micah Gersten
>>  > Internal Developer
>>  > onShore Networks
>>  > www.onshore.com
>>  >
>>  > -----Original Message-----
>>  > From: rt-users-bounces at lists.bestpractical.com
>>  > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>>  > Crocker
>>  > Sent: Thursday, March 27, 2008 3:13 PM
>>  > To: rt Users
>>  > Subject: [rt-users] RT Query - Ticket SQL
>>  >
>>  > To all,
>>  >
>>  >
>>  >       I don't believe I have seen any threads on this question, but if so,
>>  >
>>  > please forgive me. I just re-named a bunch of queues to include a prefix
>>  > so that if a particular group works with tickets in several queues, they
>>  > can create a query that asks for queues LIKE "XX-" instead of listing
>>  > each queue they want to search. So, I went to "advanced" and change the
>>  > SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I
>>  > got garbage. Didn't work at all. I tried a few variations like (Queue
>>  > LIKE 'FS') but to no avail. Does anyone have a list of the available
>>  > 'Ticket SQL' commands? Has anyone tried this and been successful? If so,
>>  > what did you code? Thanks.
>>  >
>>  >
>>  > Kenn
>>  > LBNL
>>  >
>>  > _______________________________________________
>>  > 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
>>  >
>>  > No virus found in this incoming message.
>>  > Checked by AVG.
>>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>>  > 8:52 AM
>>  >
>>  >
>>  > No virus found in this outgoing message.
>>  > Checked by AVG.
>>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>>  > 8:52 AM
>>  >
>>  >
>>  >
>>
>>  _______________________________________________
>>  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
>>
> 
> 
> 



From ruz at bestpractical.com  Mon Mar 31 19:30:35 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Apr 2008 03:30:35 +0400
Subject: [rt-users] RT Query - Ticket SQL
In-Reply-To: <47F16F99.8090006@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
Message-ID: <589c94400803311630q6e723871o4131ae7d22af9364@mail.gmail.com>

Patches are welcome.

On Tue, Apr 1, 2008 at 3:11 AM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> Ruslan,
>
>
>         Any chance this feature can be added to the Search Builder?
>
>
>  Kenn
>  LBNL
>
>
>  On 3/27/2008 2:51 PM, Ruslan Zakirov wrote:
>
>
> > You are the first one person who requested such functionality in UI.
>  >
>  > On Fri, Mar 28, 2008 at 12:39 AM, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>  >> Micah,
>  >>
>  >>         I do not believe the '%' works in RT for Queue. Try it out. I get
>  >>  nothing. I guess if someone wants to see 15 or more queues that start
>  >>  with the same pre-fix in a search, they will have to add them one at a
>  >>  time, waiting for the screen to refresh each time and go from there.
>  >>  What an incredible waste of time.
>  >>
>  >>
>  >>  Kenn
>  >>  LBNL
>  >>
>  >>
>  >>
>  >>  On 3/27/2008 1:39 PM, Micah Gersten wrote:
>  >>  > In SQL, you have to use % as a wildcard when doing a like query.  If GL is a
>  >>  > prefix then you want to do Queue LIKE 'GL%'.
>  >>  >
>  >>  > Thank you,
>  >>  > Micah Gersten
>  >>  > Internal Developer
>  >>  > onShore Networks
>  >>  > www.onshore.com
>  >>  >
>  >>  > -----Original Message-----
>  >>  > From: rt-users-bounces at lists.bestpractical.com
>  >>  > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
>  >>  > Crocker
>  >>  > Sent: Thursday, March 27, 2008 3:13 PM
>  >>  > To: rt Users
>  >>  > Subject: [rt-users] RT Query - Ticket SQL
>  >>  >
>  >>  > To all,
>  >>  >
>  >>  >
>  >>  >       I don't believe I have seen any threads on this question, but if so,
>  >>  >
>  >>  > please forgive me. I just re-named a bunch of queues to include a prefix
>  >>  > so that if a particular group works with tickets in several queues, they
>  >>  > can create a query that asks for queues LIKE "XX-" instead of listing
>  >>  > each queue they want to search. So, I went to "advanced" and change the
>  >>  > SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I
>  >>  > got garbage. Didn't work at all. I tried a few variations like (Queue
>  >>  > LIKE 'FS') but to no avail. Does anyone have a list of the available
>  >>  > 'Ticket SQL' commands? Has anyone tried this and been successful? If so,
>  >>  > what did you code? Thanks.
>  >>  >
>  >>  >
>  >>  > Kenn
>  >>  > LBNL
>  >>  >
>  >>  > _______________________________________________
>  >>  > 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
>  >>  >
>  >>  > No virus found in this incoming message.
>  >>  > Checked by AVG.
>  >>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>  >>  > 8:52 AM
>  >>  >
>  >>  >
>  >>  > No virus found in this outgoing message.
>  >>  > Checked by AVG.
>  >>  > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008
>  >>  > 8:52 AM
>  >>  >
>  >>  >
>  >>  >
>  >>
>  >>  _______________________________________________
>  >>  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 asallade at PTSOWA.ORG  Mon Mar 31 19:54:36 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 31 Mar 2008 16:54:36 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <47F16F99.8090006@lbl.gov>
References: <47EBFFBD.1090007@lbl.gov>
	<000b01c8904a$af2e5cd0$6914a8c0@voyager><47EC142C.1020706@lbl.gov><589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>

Just in case these are of interest to anyone else-

Added a scrip and template that adds a reply to a DependedOnBy Parent
ticket when the child is resolved. Resolving a sub task (child) will add
a comment to the parent noting that the prerequisite is now complete, it
will also email the owner of the parent task.

Set the Row count of custom fields by type and or customfield ID. In our
implementation, single select boxes have a row height of 1 (making them
a drop down box) and text areas have a row height of 6, and a specific
multi select is set to 7 so that no scrolling is needed to view its
options.

Default values on custom fields. We modified the code so that the
"description" field in the custom field admin screen is used for the
default value of that custom field. This works regardless of the field
type, so for text, select boxes etc. 

Altered Priority and Aging. We modified aging so that it ages towards
Starts instead of Due. We also made it so that priority will increase by
1 for each day past the start date until it is resolved. Tickets with no
start date age with a priority increase of 1 per day.

We modified the "Timeline" module to use Start Date and Due Date as
opposed to Created and Resolved. This is more appropriate for project
management. We also added more verbose titles to the timeline items,
including ticket #'s. This creates a Project Management Gantt style
chart off of any search results where the tickets have at least a Starts
Date.

Most of these are mods/hacks to the source code that we overlayed in the
/local folder. If anyone is interested in the details I will post them
to the list.

-Aaron





From todd at chaka.net  Mon Mar 31 20:44:29 2008
From: todd at chaka.net (Todd Chapman)
Date: Mon, 31 Mar 2008 20:44:29 -0400
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <519782dc0803311744k3c899eb5ob0d0ba89b20b98@mail.gmail.com>

Aaron,

What was the solution to get Timeline working? Other people have had the
same problem...

-Todd

On Mon, Mar 31, 2008 at 7:54 PM, Aaron Sallade <asallade at ptsowa.org> wrote:

> Just in case these are of interest to anyone else-
>
> Added a scrip and template that adds a reply to a DependedOnBy Parent
> ticket when the child is resolved. Resolving a sub task (child) will add
> a comment to the parent noting that the prerequisite is now complete, it
> will also email the owner of the parent task.
>
> Set the Row count of custom fields by type and or customfield ID. In our
> implementation, single select boxes have a row height of 1 (making them
> a drop down box) and text areas have a row height of 6, and a specific
> multi select is set to 7 so that no scrolling is needed to view its
> options.
>
> Default values on custom fields. We modified the code so that the
> "description" field in the custom field admin screen is used for the
> default value of that custom field. This works regardless of the field
> type, so for text, select boxes etc.
>
> Altered Priority and Aging. We modified aging so that it ages towards
> Starts instead of Due. We also made it so that priority will increase by
> 1 for each day past the start date until it is resolved. Tickets with no
> start date age with a priority increase of 1 per day.
>
> We modified the "Timeline" module to use Start Date and Due Date as
> opposed to Created and Resolved. This is more appropriate for project
> management. We also added more verbose titles to the timeline items,
> including ticket #'s. This creates a Project Management Gantt style
> chart off of any search results where the tickets have at least a Starts
> Date.
>
> Most of these are mods/hacks to the source code that we overlayed in the
> /local folder. If anyone is interested in the details I will post them
> to the list.
>
> -Aaron
>
>
>
> _______________________________________________
> 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
>
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From asallade at PTSOWA.ORG  Mon Mar 31 22:35:09 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 31 Mar 2008 19:35:09 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <519782dc0803311744k3c899eb5ob0d0ba89b20b98@mail.gmail.com>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<519782dc0803311744k3c899eb5ob0d0ba89b20b98@mail.gmail.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BEFA1@PTSOEXCHANGE.PTSOWA.ORG>

I was missing JSON and it's dependencies. CPAN took care of it.

 

This is for RT 3.6.6

 

All in all, Timeline was pretty straightforward. I used CPAN for the
RTx::Timeline module, then used CPAN for JSON::Syck. After that I did a
system reboot and all was well. Timeline showed in the UI.

 

Aaron Sallade'



________________________________

From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Monday, March 31, 2008 5:44 PM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

 

Aaron,

What was the solution to get Timeline working? Other people have had the
same problem...

-Todd

On Mon, Mar 31, 2008 at 7:54 PM, Aaron Sallade <asallade at ptsowa.org>
wrote:

Just in case these are of interest to anyone else-

Added a scrip and template that adds a reply to a DependedOnBy Parent
ticket when the child is resolved. Resolving a sub task (child) will add
a comment to the parent noting that the prerequisite is now complete, it
will also email the owner of the parent task.

Set the Row count of custom fields by type and or customfield ID. In our
implementation, single select boxes have a row height of 1 (making them
a drop down box) and text areas have a row height of 6, and a specific
multi select is set to 7 so that no scrolling is needed to view its
options.

Default values on custom fields. We modified the code so that the
"description" field in the custom field admin screen is used for the
default value of that custom field. This works regardless of the field
type, so for text, select boxes etc.

Altered Priority and Aging. We modified aging so that it ages towards
Starts instead of Due. We also made it so that priority will increase by
1 for each day past the start date until it is resolved. Tickets with no
start date age with a priority increase of 1 per day.

We modified the "Timeline" module to use Start Date and Due Date as
opposed to Created and Resolved. This is more appropriate for project
management. We also added more verbose titles to the timeline items,
including ticket #'s. This creates a Project Management Gantt style
chart off of any search results where the tickets have at least a Starts
Date.

Most of these are mods/hacks to the source code that we overlayed in the
/local folder. If anyone is interested in the details I will post them
to the list.

-Aaron



_______________________________________________
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

 

-------------- next part --------------
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From ruz at bestpractical.com  Mon Mar 31 22:51:20 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Apr 2008 06:51:20 +0400
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <589c94400803311951n4d318ee3h4a3550609ba79f6d@mail.gmail.com>

On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <asallade at ptsowa.org> wrote:
> Just in case these are of interest to anyone else-
>
>  Added a scrip and template that adds a reply to a DependedOnBy Parent
>  ticket when the child is resolved. Resolving a sub task (child) will add
>  a comment to the parent noting that the prerequisite is now complete, it
>  will also email the owner of the parent task.
>
Sounds like new variant of, please update with your solution:
http://wiki.bestpractical.com/view/OpenDependantsOnResolve
http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve


[snip]

>
>  -Aaron
>

-- 
Best regards, Ruslan.


From asallade at PTSOWA.ORG  Mon Mar 31 22:52:38 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 31 Mar 2008 19:52:38 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <589c94400803311951n4d318ee3h4a3550609ba79f6d@mail.gmail.com>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<589c94400803311951n4d318ee3h4a3550609ba79f6d@mail.gmail.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BEFA5@PTSOEXCHANGE.PTSOWA.ORG>

Yes, I modified the OpenDependantsOnResolve. I'll post my changes.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org

-----Original Message-----
From: Ruslan Zakirov [mailto:ruz at bestpractical.com] 
Sent: Monday, March 31, 2008 7:51 PM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <asallade at ptsowa.org>
wrote:
> Just in case these are of interest to anyone else-
>
>  Added a scrip and template that adds a reply to a DependedOnBy Parent
>  ticket when the child is resolved. Resolving a sub task (child) will
add
>  a comment to the parent noting that the prerequisite is now complete,
it
>  will also email the owner of the parent task.
>
Sounds like new variant of, please update with your solution:
http://wiki.bestpractical.com/view/OpenDependantsOnResolve
http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve


[snip]

>
>  -Aaron
>

-- 
Best regards, Ruslan.


From asallade at PTSOWA.ORG  Mon Mar 31 23:01:10 2008
From: asallade at PTSOWA.ORG (Aaron Sallade)
Date: Mon, 31 Mar 2008 20:01:10 -0700
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <589c94400803311951n4d318ee3h4a3550609ba79f6d@mail.gmail.com>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
	<589c94400803311951n4d318ee3h4a3550609ba79f6d@mail.gmail.com>
Message-ID: <33DEE66ED2E72346ABC638427A7701404BEFA7@PTSOEXCHANGE.PTSOWA.ORG>

My bad, it looks like that change was already in the wiki. Apparently I
used the variation that adds a comment, then combined it with the
Template in contrib. that grabs the last comment and puts it in an email
for resolution.

Aaron Sallade'
Application Manager
PTSO of Washington
"Shared Technology for Community Health"
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade at ptsowa.org


-----Original Message-----
From: Ruslan Zakirov [mailto:ruz at bestpractical.com] 
Sent: Monday, March 31, 2008 7:51 PM
To: Aaron Sallade
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Enhancements and workflows that we have added

On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <asallade at ptsowa.org>
wrote:
> Just in case these are of interest to anyone else-
>
>  Added a scrip and template that adds a reply to a DependedOnBy Parent
>  ticket when the child is resolved. Resolving a sub task (child) will
add
>  a comment to the parent noting that the prerequisite is now complete,
it
>  will also email the owner of the parent task.
>
Sounds like new variant of, please update with your solution:
http://wiki.bestpractical.com/view/OpenDependantsOnResolve
http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve


[snip]

>
>  -Aaron
>

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Mar 31 23:28:43 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Apr 2008 07:28:43 +0400
Subject: [rt-users] Enhancements and workflows that we have added
In-Reply-To: <33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
References: <47EBFFBD.1090007@lbl.gov> <000b01c8904a$af2e5cd0$6914a8c0@voyager>
	<47EC142C.1020706@lbl.gov>
	<589c94400803271451sf836c99yf662b0c71b54bd5@mail.gmail.com>
	<47F16F99.8090006@lbl.gov>
	<33DEE66ED2E72346ABC638427A7701404BEF9A@PTSOEXCHANGE.PTSOWA.ORG>
Message-ID: <589c94400803312028w7097de9do9ad7296b3306cd41@mail.gmail.com>

On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <asallade at ptsowa.org> wrote:
> Just in case these are of interest to anyone else-
>
[snip]

>  Altered Priority and Aging. We modified aging so that it ages towards
>  Starts instead of Due. We also made it so that priority will increase by
>  1 for each day past the start date until it is resolved. Tickets with no
>  start date age with a priority increase of 1 per day.
Several days ago I've update RT::Action::LinearEscalate [1] you should
look at it and may be port changes into it and send us patches. This
will be part of the RT 3.8.0

[snip]
>
>  -Aaron

[1] http://search.cpan.org/~ruz/RT-Action-LinearEscalate-0.06/lib/RT/Action/LinearEscalate.pm

-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Mon Mar 31 23:51:49 2008
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 1 Apr 2008 07:51:49 +0400
Subject: [rt-users] [PATCH] sorting by custom fields
Message-ID: <589c94400803312051u27032f89k7f7532afdfff244a@mail.gmail.com>

Hi, users,

Last few days I was hacking on a solution and have something for you to try.

1) New release of DBIx::SearchBuilder. You can download it from the
CPAN near you soon or using
http://pause.cpan.org/incoming/DBIx-SearchBuilder-1.52.tar.gz .

I really recommend you to run make test against your DB server before
installing it. Do the following:

perl Makefile.PL
make
SB_TEST_MYSQL=db_to_test_in SB_TEST_MYSQL_USER=test_user
SB_TEST_MYSQL_PASS=password make test

Where "db_to_test" is the name of the DB you're going to test against,
test files will create temporary tables in that DB. To run it safe use
clean DB or DB you use for other experiments, *DON"T RUN TESTS ON
ANY DB THAT HAS PRODUCTION DATA*.

Other valid prefixes for ENV vars are SB_TEST_ORACLE, SB_TEST_PG and
SB_TEST_SQLITE.

Once it succeeded you can run `make install` command.
After installing you have to stop and start your web server
to apply the changes.

2) As well I attach patch for RT that should add link to titles of
custom field columns in search results. So you can click those to order
by a CF and change ordering. To see the change you have to purge mason
cache, just drop me a note if you don't know how.

After installing sorting should be correct in almost all
situations, but I know at least one issue when it's not true. The order
is wrong when you sort by CF X, limit search by this CF and it can
have multiple values. I'm working on a fix for this.

Waiting for your feedback.

-- 
Best regards, Ruslan.
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