From tjrc at sanger.ac.uk  Wed Apr  1 02:20:17 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 1 Apr 2009 07:20:17 +0100
Subject: [rt-users] ExternalAuth + Anonymous emails to queue
In-Reply-To: <DDC42FE5FB7EFA489717B14AB2AAB36D0342DB37@ex-777-02.ggg.grey.global>
References: <DDC42FE5FB7EFA489717B14AB2AAB36D0342DB37@ex-777-02.ggg.grey.global>
Message-ID: <ED08C4EB-8BDA-43DF-B253-A7EDFE9C7F72@sanger.ac.uk>


On 31 Mar 2009, at 12:04 am, Mchugh, Sean wrote:

> Hi all,
>
>
>
> I'm using RT with ExternalAuth (v 0.8);  everything works perfectly  
> fine
>
> with respect to ldap/AD authentication and access.
>
>
>
> However, I'm trying to allow a single queue to receive requests from  
> any
>
> email address (ie.  @gmail , etc) without knowing who the end user is
> and
>
> without creating accounts for these folks...

I don't think you can avoid creating an account for each requestor  
email address.  It's fundamental to the way RT knows where to send  
notifications to.  The user doesn't have to exist in your LDAP/AD  
database; it's only created locally within RT itself.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From tjrc at sanger.ac.uk  Wed Apr  1 02:22:30 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Wed, 1 Apr 2009 07:22:30 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <7B7881568CF40E4388B615CD06F87B98098C8D@clara.maurer-it.com>
References: <20090116083550.GE25934@gunboat-diplomat.oucs.ox.ac.uk><7B7881568CF40E4388B615CD06F87B9809896A@clara.maurer-it.com><20090127164514.GE24389@gunboat-diplomat.oucs.ox.ac.uk><20090204140527.GK31458@gunboat-diplomat.oucs.ox.ac.uk>
	<20090316173117.GE7056@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B98098C8D@clara.maurer-it.com>
Message-ID: <6DE22462-0596-4E4C-BA66-AE80A6EE8249@sanger.ac.uk>


On 31 Mar 2009, at 8:23 am, Martin Maurer wrote:

> Hi Dominic,
>
> Thanks for this, I see the 3.8.2 packages are already in unstable  
> AND testing - but what about the original discussed idea to have an  
> extra repo with rt 3.8.x for Lenny?

... or possibly get the packages uploaded to lenny-backports, might be  
a better solution.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From odhiambo at gmail.com  Wed Apr  1 05:58:19 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Wed, 1 Apr 2009 12:58:19 +0300
Subject: [rt-users] Database relocated onto alternate server
In-Reply-To: <49D221A9.1000806@purdue.edu>
References: <49D221A9.1000806@purdue.edu>
Message-ID: <991123400904010258n5a4b4f92q3e3a6d537d1de2ac@mail.gmail.com>

On Tue, Mar 31, 2009 at 4:59 PM, Keith A McDermott <kmcdermo at purdue.edu>wrote:

> Hi there,
>
> I'm moving forward with my testing of RT 3.8.2.
>
> Setup:
> Virtual machine (Virtualbox) running RT3.8.2 in Debian Etch.  Web port
> is forwarded to the virtual machine through the host but otherwise there
> is no access to the VM.  I moved the database onto a production database
> server.
>
> RT_SiteConfig.pm has been altered to say:
> $DatabaseHost is set to dbproductionserver
> $DatabaseRTHost is set to the hostname of the vm host machine
>
> Problem:
> In the apache error logs, I get:
> DBI connect('dbname=rt;host=dbproductionhost','rt_user',...) failed:
> Access denied for user: 'rt_user at hostmachineHostname' (Using password:
> YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106
> [Tue Mar 31 08:58:05 2009] [error] [client hostmachine.ip.goes.here]
> Connect Failed Access denied for user: 'rt_user at hostmachineHostname'
> (Using password: YES)\n at /opt/rt3/bin/../lib/RT.pm line 204\n
>
> And I get a 500 server error page returned to me.  However, I can use
> the mysql command line tools from the virtual machine and connect just
> fine.
>
> Is there possibly a port that's being expected to be open that i need to
> forward or something else that I'm missing?  This seemed like a pretty
> straightforward change in the beginning...


It should be straighforward just as you say.
Have you tested manually connecting to the DB like:

mysql -h dbproductionserver -urt_user at hostmachineHostname -pSec3t rt

?? Did it work?

If not, then go to the dbproductionserver and give the necessary privileges
for rt_user to connect:

mysql> GRANT ALL ON rt.* TO rt_user at hostmachineHostname IDENTIFIED BY
"Sec3t";
mysql> flush privileges;


-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"The only time a woman really succeeds in changing a man is when he is a
baby."
                             - Natalie Wood
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From c_apotla at qualcomm.com  Wed Apr  1 07:41:05 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Wed, 1 Apr 2009 04:41:05 -0700
Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C32509E7@NASANEXMB01.na.qualcomm.com>

Hi,
In the Preferences > About Me page, there is a setting for Timezone.

Initially it was empty. I set it to US/Eastern .

Before setting the value to US/Eastern the dates in the ticket display , say the created date is Mon Jul 02 09:51:37 2007. After setting timezone to US/Eastern, it adjust for the time difference.

Has anyone used this setting and made it work?

Thanks
-Ashish

PS: In RT_SiteConfig the $Timezone is set to US/Pacific the timezone my server is on.

From c_apotla at qualcomm.com  Wed Apr  1 07:44:28 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Wed, 1 Apr 2009 04:44:28 -0700
Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C32509E7@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C32509E7@NASANEXMB01.na.qualcomm.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C32509E9@NASANEXMB01.na.qualcomm.com>

I am sorry for the typo!!! 
After setting it to US/Eastern, the dates DO NOT adjust to show the time in the new time zone.

Thanks
-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apotla at qualcomm.com]
Sent: Wednesday, April 01, 2009 5:11 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2

Hi,
In the Preferences > About Me page, there is a setting for Timezone.

Initially it was empty. I set it to US/Eastern .

Before setting the value to US/Eastern the dates in the ticket display , say the created date is Mon Jul 02 09:51:37 2007. After setting timezone to US/Eastern, it adjust for the time difference.

Has anyone used this setting and made it work?

Thanks
-Ashish

PS: In RT_SiteConfig the $Timezone is set to US/Pacific the timezone my server is on.
_______________________________________________
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 Apr  1 08:07:52 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 01 Apr 2009 08:07:52 -0400
Subject: [rt-users] What are the default scrips for RT in v 3.6?
In-Reply-To: <0F47D9E1-6326-4A59-BB7F-BC98AC848BCD@vrshell.com>
References: <0F47D9E1-6326-4A59-BB7F-BC98AC848BCD@vrshell.com>
Message-ID: <49D35918.7080207@ucrwcu.rwc.uc.edu>

I believe a CC entered manually on the reply screen is considered an 
"Other" for the purposes of scrips.  You will need an On Correspond 
Notify Others with Template Correspondence scrip.  I'm not on VPN so I 
can't check my setup at the moment though.

Mark Grob wrote:
> I keep having an on going issue with the CC of an correspondence not  
> getting an email. What are some of the key things I should look over?
>
> I have it currently set to:
>
> Event = On Correspondence
>
> Action = Send correspondence to Requestor and CC.
>
> Template = Correspondence Template.
>
> Comments? It appears to work randomly.
>
>
> -Mark Grob
> _______________________________________________
> 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
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From kmcdermo at purdue.edu  Wed Apr  1 09:43:11 2009
From: kmcdermo at purdue.edu (Keith A McDermott)
Date: Wed, 01 Apr 2009 09:43:11 -0400
Subject: [rt-users] Database relocated onto alternate server
In-Reply-To: <991123400904010258n5a4b4f92q3e3a6d537d1de2ac@mail.gmail.com>
References: <49D221A9.1000806@purdue.edu>
	<991123400904010258n5a4b4f92q3e3a6d537d1de2ac@mail.gmail.com>
Message-ID: <49D36F6F.60007@purdue.edu>

Thanks Odhiambo,

Yes - I can connect fine through the standard mysql tools from the same 
host without issue however, I was trying "rt_user" previously.  It 
actually does fail when connecting with "rt_user at hostname".  As I 
manually moved the database over, manually create the user and manually 
granted the rights (I don't want to run make initialize-database against 
our very stable and department-wide mysql server), I'll look through and 
see what else I need to do.

Keith

Odhiambo Washington wrote:
> On Tue, Mar 31, 2009 at 4:59 PM, Keith A McDermott 
> <kmcdermo at purdue.edu <mailto:kmcdermo at purdue.edu>> wrote:
>
>     Hi there,
>
>     I'm moving forward with my testing of RT 3.8.2.
>
>     Setup:
>     Virtual machine (Virtualbox) running RT3.8.2 in Debian Etch.  Web port
>     is forwarded to the virtual machine through the host but otherwise
>     there
>     is no access to the VM.  I moved the database onto a production
>     database
>     server.
>
>     RT_SiteConfig.pm has been altered to say:
>     $DatabaseHost is set to dbproductionserver
>     $DatabaseRTHost is set to the hostname of the vm host machine
>
>     Problem:
>     In the apache error logs, I get:
>     DBI connect('dbname=rt;host=dbproductionhost','rt_user',...) failed:
>     Access denied for user: 'rt_user at hostmachineHostname' (Using password:
>     YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm
>     line 106
>     [Tue Mar 31 08:58:05 2009] [error] [client hostmachine.ip.goes.here]
>     Connect Failed Access denied for user: 'rt_user at hostmachineHostname'
>     (Using password: YES)\n at /opt/rt3/bin/../lib/RT.pm line 204\n
>
>     And I get a 500 server error page returned to me.  However, I can use
>     the mysql command line tools from the virtual machine and connect
>     just fine.
>
>     Is there possibly a port that's being expected to be open that i
>     need to
>     forward or something else that I'm missing?  This seemed like a pretty
>     straightforward change in the beginning...
>
>
> It should be straighforward just as you say.
> Have you tested manually connecting to the DB like:
>
> mysql -h dbproductionserver -urt_user at hostmachineHostname -pSec3t rt
>
> ?? Did it work?
>
> If not, then go to the dbproductionserver and give the necessary 
> privileges for rt_user to connect:
>
> mysql> GRANT ALL ON rt.* TO rt_user at hostmachineHostname IDENTIFIED BY 
> "Sec3t";
> mysql> flush privileges;
>
>
> -- 
> Best regards,
> Odhiambo WASHINGTON,
> Nairobi,KE
> +254733744121/+254722743223
> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
> "The only time a woman really succeeds in changing a man is when he is 
> a baby."
>                              - Natalie Wood


From markus.hummel at pyramid.de  Wed Apr  1 10:37:23 2009
From: markus.hummel at pyramid.de (Markus Hummel)
Date: Wed, 1 Apr 2009 16:37:23 +0200
Subject: [rt-users] Install RT 1.0.7
Message-ID: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>

Hi,

I have a small problem and hope you can help me.
I try to install RT 1.0.7 on a current distribution - I know, crazy
request ;)
After upgrade the hardware and software, I try to keep an untouched
installation of RT parallel to a new one.

So my simple request: Just install a fresh installation of RT 1.0.7 on
Ubuntu or Debian or something else.
I tried a lot on Ubuntu 8.10, but nothing worked. All the time I failed
at the Msql-Mysql-module. I don't know a lot about Perl and Perl
modules. But I belief, with Debian package "libdbd-mysql-perl" I get
everything that's necessary. So every try to install the module manually
doesn't works (I think, because it's already installed - but I'm not
sure).
If I try to open RT in the browser, I get error 500 and can find "Can't
locate Mysql.pm in @INC" in the Apache logs. As I read in the FAQ, the
module probably wasn't compiled correctly.

Unfortunately, I run slowly out of ideas. What else could I try? As
said: Simply to install 1.0.7 on a naked system would already suffice
completely. Unfortunately, this does not even work yet, however.

Many thanks for every idea :)


Best regards,
Markus Hummel


From c_apotla at qualcomm.com  Wed Apr  1 10:57:24 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Wed, 1 Apr 2009 07:57:24 -0700
Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C32509E9@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C32509E7@NASANEXMB01.na.qualcomm.com>,
	<B8CF6A0DF94F2F4089443B2386DDE667C32509E9@NASANEXMB01.na.qualcomm.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C32509EB@NASANEXMB01.na.qualcomm.com>

Hello Everyone,
Is there a particular format for setting the parameter of the Timezone field in Preferences page(About me tab)?

Thanks
-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apotla at qualcomm.com]
Sent: Wednesday, April 01, 2009 5:14 PM
To: rt-users at bestpractical.com
Subject: Re: [rt-users] Help regarding TimeZone setting in RT 3.8.2

I am sorry for the typo!!!
After setting it to US/Eastern, the dates DO NOT adjust to show the time in the new time zone.

Thanks
-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apotla at qualcomm.com]
Sent: Wednesday, April 01, 2009 5:11 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2

Hi,
In the Preferences > About Me page, there is a setting for Timezone.

Initially it was empty. I set it to US/Eastern .

Before setting the value to US/Eastern the dates in the ticket display , say the created date is Mon Jul 02 09:51:37 2007. After setting timezone to US/Eastern, it adjust for the time difference.

Has anyone used this setting and made it work?

Thanks
-Ashish

PS: In RT_SiteConfig the $Timezone is set to US/Pacific the timezone my server is on.
_______________________________________________
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 macnlos at ti-994a.com  Wed Apr  1 11:13:25 2009
From: macnlos at ti-994a.com (Macnlos)
Date: Wed, 1 Apr 2009 10:13:25 -0500
Subject: [rt-users] Scrip: How do I identify who an email was sent to?
Message-ID: <BDE3A62C-F24A-4C80-9DB0-0C249D617382@ti-994a.com>

I've got four process email accounts that are polled by Fetchmail and  
going into a single General queue.  From a scrip I need to pull out  
that the "To" address is from the original email.  I've been going  
through the wiki site but haven't bumped into anything yet.

Thanks,
C.Randolph


From jesse at bestpractical.com  Wed Apr  1 11:56:02 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 1 Apr 2009 11:56:02 -0400
Subject: [rt-users] Install RT 1.0.7
In-Reply-To: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>
References: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>
Message-ID: <20090401155602.GB5883@68-246-45-106.pools.spcsdns.net>




On Wed  1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote:
> Hi,
> 
> I have a small problem and hope you can help me.
> I try to install RT 1.0.7 on a current distribution - I know, crazy
> request ;)

Perhaps you could tell us what you're actually trying to accomplish by
installing RT 1.0. 

In general, I'd recommend finding a debian distribution from around then
and running it in vmware, if you really need to run RT 1.0.
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From rfh at vialtus.com  Wed Apr  1 12:52:27 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 01 Apr 2009 17:52:27 +0100
Subject: [rt-users] Scrip: How do I identify who an email was sent to?
In-Reply-To: <BDE3A62C-F24A-4C80-9DB0-0C249D617382@ti-994a.com>
References: <BDE3A62C-F24A-4C80-9DB0-0C249D617382@ti-994a.com>
Message-ID: <49D39BCB.4080300@vialtus.com>

Hi ;

Try ;

my $contentobj = $self->TransactionObj->Attachments->First();
my $headers = $contentobj->{values}{headers};
if ($headers =~ /\nTo: (.*?)\n/) {
  my $to = $1;
}

Regards;

*Roy*

<http://www.vialtus.com/disclaimer.html>

 

 



Macnlos wrote:
> I've got four process email accounts that are polled by Fetchmail and
> going into a single General queue.  From a scrip I need to pull out
> that the "To" address is from the original email.  I've been going
> through the wiki site but haven't bumped into anything yet.
>
> Thanks,
> C.Randolph
> _______________________________________________
> 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 rfh at vialtus.com  Wed Apr  1 12:56:57 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 01 Apr 2009 17:56:57 +0100
Subject: [rt-users] Database relocated onto alternate server
In-Reply-To: <49D36F6F.60007@purdue.edu>
References: <49D221A9.1000806@purdue.edu>	<991123400904010258n5a4b4f92q3e3a6d537d1de2ac@mail.gmail.com>
	<49D36F6F.60007@purdue.edu>
Message-ID: <49D39CD9.1090000@vialtus.com>

Hi Keith;

Most likely the problem is with the @hostname bit not being recognised 
correctly ..(and cauing permissions problems)
try to login with rt_user from your rt server to the database via mysql 
client and tail your sql server log files to determine why rt_user is 
being denied.

Regards;
Roy





Keith A McDermott wrote:
> Thanks Odhiambo,
>
> Yes - I can connect fine through the standard mysql tools from the same
> host without issue however, I was trying "rt_user" previously.  It
> actually does fail when connecting with "rt_user at hostname".  As I
> manually moved the database over, manually create the user and manually
> granted the rights (I don't want to run make initialize-database against
> our very stable and department-wide mysql server), I'll look through and
> see what else I need to do.
>
> Keith
>
> Odhiambo Washington wrote:
>   
>> On Tue, Mar 31, 2009 at 4:59 PM, Keith A McDermott
>> <kmcdermo at purdue.edu <mailto:kmcdermo at purdue.edu>> wrote:
>>
>>     Hi there,
>>
>>     I'm moving forward with my testing of RT 3.8.2.
>>
>>     Setup:
>>     Virtual machine (Virtualbox) running RT3.8.2 in Debian Etch.  Web port
>>     is forwarded to the virtual machine through the host but otherwise
>>     there
>>     is no access to the VM.  I moved the database onto a production
>>     database
>>     server.
>>
>>     RT_SiteConfig.pm has been altered to say:
>>     $DatabaseHost is set to dbproductionserver
>>     $DatabaseRTHost is set to the hostname of the vm host machine
>>
>>     Problem:
>>     In the apache error logs, I get:
>>     DBI connect('dbname=rt;host=dbproductionhost','rt_user',...) failed:
>>     Access denied for user: 'rt_user at hostmachineHostname' (Using password:
>>     YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm
>>     line 106
>>     [Tue Mar 31 08:58:05 2009] [error] [client hostmachine.ip.goes.here]
>>     Connect Failed Access denied for user: 'rt_user at hostmachineHostname'
>>     (Using password: YES)\n at /opt/rt3/bin/../lib/RT.pm line 204\n
>>
>>     And I get a 500 server error page returned to me.  However, I can use
>>     the mysql command line tools from the virtual machine and connect
>>     just fine.
>>
>>     Is there possibly a port that's being expected to be open that i
>>     need to
>>     forward or something else that I'm missing?  This seemed like a pretty
>>     straightforward change in the beginning...
>>
>>
>> It should be straighforward just as you say.
>> Have you tested manually connecting to the DB like:
>>
>> mysql -h dbproductionserver -urt_user at hostmachineHostname -pSec3t rt
>>
>> ?? Did it work?
>>
>> If not, then go to the dbproductionserver and give the necessary
>> privileges for rt_user to connect:
>>
>> mysql> GRANT ALL ON rt.* TO rt_user at hostmachineHostname IDENTIFIED BY
>> "Sec3t";
>> mysql> flush privileges;
>>
>>
>> --
>> Best regards,
>> Odhiambo WASHINGTON,
>> Nairobi,KE
>> +254733744121/+254722743223
>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>> "The only time a woman really succeeds in changing a man is when he is
>> a baby."
>>                              - Natalie Wood
>>     
> _______________________________________________
> 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 jonathan at 23andme.com  Wed Apr  1 13:31:29 2009
From: jonathan at 23andme.com (Jonathan Hansen)
Date: Wed, 1 Apr 2009 10:31:29 -0700
Subject: [rt-users] ExternalAuth + Anonymous emails to queue
In-Reply-To: <ED08C4EB-8BDA-43DF-B253-A7EDFE9C7F72@sanger.ac.uk>
References: <DDC42FE5FB7EFA489717B14AB2AAB36D0342DB37@ex-777-02.ggg.grey.global>
	<ED08C4EB-8BDA-43DF-B253-A7EDFE9C7F72@sanger.ac.uk>
Message-ID: <BCEF45DA-8509-4615-B0B1-489ECA9E12F5@23andme.com>

Would there be a way to add LDAP users to a group for privilege  
escalation while leaving the others as unprivileged accounts?

On Mar 31, 2009, at 11:20 PM, Tim Cutts wrote:

>
> On 31 Mar 2009, at 12:04 am, Mchugh, Sean wrote:
>
>> Hi all,
>>
>>
>>
>> I'm using RT with ExternalAuth (v 0.8);  everything works perfectly
>> fine
>>
>> with respect to ldap/AD authentication and access.
>>
>>
>>
>> However, I'm trying to allow a single queue to receive requests from
>> any
>>
>> email address (ie.  @gmail , etc) without knowing who the end user is
>> and
>>
>> without creating accounts for these folks...
>
> I don't think you can avoid creating an account for each requestor
> email address.  It's fundamental to the way RT knows where to send
> notifications to.  The user doesn't have to exist in your LDAP/AD
> database; it's only created locally within RT itself.
>
> Tim
>
>
> -- 
> The Wellcome Trust Sanger Institute is operated by Genome Research
> Limited, a charity registered in England with number 1021457 and a
> company registered in England with number 2742969, whose registered
> office is 215 Euston Road, London, NW1 2BE.
> _______________________________________________
> 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 Subbaraman.Venkateswaran at blackrock.com  Wed Apr  1 13:48:58 2009
From: Subbaraman.Venkateswaran at blackrock.com (Venkateswaran, Subbaraman)
Date: Wed, 1 Apr 2009 13:48:58 -0400
Subject: [rt-users] Upgrading DBIx::SearchBuilder
In-Reply-To: <D025D0AB92335E4B90B7ADA30FA3D59504570CD1@PCCPMEXV02.na.blkint.com>
References: <D025D0AB92335E4B90B7ADA30FA3D59504570CD1@PCCPMEXV02.na.blkint.com>
Message-ID: <D025D0AB92335E4B90B7ADA30FA3D59504570D1B@PCCPMEXV02.na.blkint.com>

Can someone please share your experience on this upgrade? Thanks a lot.

> _____________________________________________ 
> From: 	Venkateswaran, Subbaraman  
> Sent:	Friday, March 27, 2009 9:53 AM
> To:	rt-users at lists.bestpractical.com
> Subject:	Upgrading DBIx::SearchBuilder
> 
> Hello everyone,
> 
> We are working on a plan to upgrade DBIx::SearchBuilder to improve
> performance mainly on our extensive reporting on RT platform. Do we
> have any upgrade path with any compatibility chart for upgrading the
> SearchBuilder module?
> Our env is RT 3.6.4/GNU Linux/MySQL 5.0.21
> 
> Thanks for your time,
> Subba
> 

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From kfcrocker at lbl.gov  Wed Apr  1 14:21:11 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 01 Apr 2009 11:21:11 -0700
Subject: [rt-users] What are the default scrips for RT in v 3.6?
In-Reply-To: <0F47D9E1-6326-4A59-BB7F-BC98AC848BCD@vrshell.com>
References: <0F47D9E1-6326-4A59-BB7F-BC98AC848BCD@vrshell.com>
Message-ID: <49D3B097.2010909@lbl.gov>

Mark,


    "CC" recipients have to be the "CC - Watcher" for a queue. A "CC" on 
a ticket is considered an "Other". This distinction is to separate those 
that are ALWAYS interested in copies of correspondence for ALL tickets 
(Watcher) in a Queue and those that are only interested in copies of 
correspondence on specific tickets, hence, an "other". You have to have 
a notification scrip for both if you want them all to get their copies.


Kenn
LBNL

On 3/31/2009 7:13 PM, Mark Grob wrote:
> I keep having an on going issue with the CC of an correspondence not  
> getting an email. What are some of the key things I should look over?
>
> I have it currently set to:
>
> Event = On Correspondence
>
> Action = Send correspondence to Requestor and CC.
>
> Template = Correspondence Template.
>
> Comments? It appears to work randomly.
>
>
> -Mark Grob
> _______________________________________________
> 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 aaron at guise.net.nz  Wed Apr  1 17:23:00 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Thu, 2 Apr 2009 10:23:00 +1300
Subject: [rt-users] Database help
Message-ID: <c8c01a250904011423i7f8e4ee6r770868428a159564@mail.gmail.com>

Hi Everyone,

This is probably a silly question but I just wonder if anyone is aware at
the database level how I would locate a reminder and it's due date? I have
looked about and can't see it for the life of me.

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *
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From toml at bitstatement.net  Wed Apr  1 17:29:51 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 01 Apr 2009 14:29:51 -0700
Subject: [rt-users] Database help
In-Reply-To: <c8c01a250904011423i7f8e4ee6r770868428a159564@mail.gmail.com>
References: <c8c01a250904011423i7f8e4ee6r770868428a159564@mail.gmail.com>
Message-ID: <49D3DCCF.8070106@bitstatement.net>

> This is probably a silly question but I just wonder if anyone is aware at
> the database level how I would locate a reminder and it's due date? I have
> looked about and can't see it for the life of me.

Better yet... is there an (as yet undocumented) REST URI for
reading/setting/deleting reminders?


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From askthelist at gmail.com  Wed Apr  1 17:50:39 2009
From: askthelist at gmail.com (askthelist at gmail.com)
Date: Wed, 1 Apr 2009 14:50:39 -0700
Subject: [rt-users] RT3.8.x Queue Name in Email Subject
Message-ID: <b794fe670904011450l238a6545p86fb7611c970dbc2@mail.gmail.com>

I just upgraded from 3.6.x to 3.8.2 and I'd like to change the Subject line
of the email that is sent out to display the queue name instead of 'rtname'.
In RT3.6x i was able to do this ind /lib/RT/Action/SendEmail.pm like such...

...
sub SetSubjectToken {
    my $self = shift;
    #my $tag  = "[$RT::rtname #" . $self->TicketObj->id . "]";
    my $tag = "[".$self->TicketObj->QueueObj->Name." - Ticket #"
.$self->TicketObj->id."]";
...

However in 3.8 it seems that the code here has been modified and I now it
looks like I have to change this in /lib/RT/Interface/Email.pm in the
AddSubjectTag(), however I cant seem to get this working as expected as my
perl oo kung fu just aint what it should be. Can anyone help me out
here? Maybe theres an easier way?
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From kfcrocker at lbl.gov  Wed Apr  1 19:13:43 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 01 Apr 2009 16:13:43 -0700
Subject: [rt-users] Database help
In-Reply-To: <49D3DCCF.8070106@bitstatement.net>
References: <c8c01a250904011423i7f8e4ee6r770868428a159564@mail.gmail.com>
	<49D3DCCF.8070106@bitstatement.net>
Message-ID: <49D3F527.1010803@lbl.gov>

Tom,

    Reminders ARE tickets. You will find them in the TICKETS table with 
Type = 'reminder'. All information that is available at the Ticket level 
is there for the reminder (Due Date, Started, Resolved, CreatedBy, 
Status, etc.). However, reminders do NOT go away automatically. If I 
remember correctly (damn. Should have created a reminder for this one, 
;-), you have to disable them from the originating ticket. Even if the 
ticket is resolved, you can go to it and modify it to turn off the 
reminder. A simple SQL would suffice for finding reminders on tickets 
that have been resolved. Hope this helps.


Kenn
LBNL

On 4/1/2009 2:29 PM, Tom Lahti wrote:
>> This is probably a silly question but I just wonder if anyone is aware at
>> the database level how I would locate a reminder and it's due date? I have
>> looked about and can't see it for the life of me.
>>     
>
> Better yet... is there an (as yet undocumented) REST URI for
> reading/setting/deleting reminders?
>
>
>   
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From kfcrocker at lbl.gov  Wed Apr  1 19:53:47 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 01 Apr 2009 16:53:47 -0700
Subject: [rt-users] Help with Privileges code
Message-ID: <49D3FE8B.3000806@lbl.gov>

To all,


    Many of my users have complained that they have to go thru so many 
steps to re-assign a ticket (steal then assign). I'm on 3.6.4. Does 
3.8.2 have a privilege that steals & assigns in one fell swoop? If not, 
has anyone developed a way to do this with less steps? Thanks.


Kenn
LBNL



From c_apotla at qualcomm.com  Thu Apr  2 00:48:49 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Wed, 1 Apr 2009 21:48:49 -0700
Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2
In-Reply-To: <B8CF6A0DF94F2F4089443B2386DDE667C32509EB@NASANEXMB01.na.qualcomm.com>
References: <B8CF6A0DF94F2F4089443B2386DDE667C32509E7@NASANEXMB01.na.qualcomm.com>,
	<B8CF6A0DF94F2F4089443B2386DDE667C32509E9@NASANEXMB01.na.qualcomm.com>,
	<B8CF6A0DF94F2F4089443B2386DDE667C32509EB@NASANEXMB01.na.qualcomm.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C32509F2@NASANEXMB01.na.qualcomm.com>

Hello Guys,
Can anyone please help me with this?

-Ashish
________________________________________
From: Potla, Ashish Bassaliel
Sent: Wednesday, April 01, 2009 8:27 PM
To: rt-users at bestpractical.com
Subject: Help regarding TimeZone setting in RT 3.8.2

Hello Everyone,
Is there a particular format for setting the parameter of the Timezone field in Preferences page(About me tab)?

Thanks
-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apotla at qualcomm.com]
Sent: Wednesday, April 01, 2009 5:14 PM
To: rt-users at bestpractical.com
Subject: Re: [rt-users] Help regarding TimeZone setting in RT 3.8.2

I am sorry for the typo!!!
After setting it to US/Eastern, the dates DO NOT adjust to show the time in the new time zone.

Thanks
-Ashish
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apotla at qualcomm.com]
Sent: Wednesday, April 01, 2009 5:11 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2

Hi,
In the Preferences > About Me page, there is a setting for Timezone.

Initially it was empty. I set it to US/Eastern .

Before setting the value to US/Eastern the dates in the ticket display , say the created date is Mon Jul 02 09:51:37 2007. After setting timezone to US/Eastern, it adjust for the time difference.

Has anyone used this setting and made it work?

Thanks
-Ashish

PS: In RT_SiteConfig the $Timezone is set to US/Pacific the timezone my server is on.
_______________________________________________
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 murattas6 at gmail.com  Thu Apr  2 03:07:54 2009
From: murattas6 at gmail.com (Murat TAS)
Date: Thu, 2 Apr 2009 10:07:54 +0300
Subject: [rt-users] character problem during forwarding of a ticket.
Message-ID: <d1f489fe0904020007k7e3ea07byabbae6f57a013be7@mail.gmail.com>

Hi there,
While "replying" and "doing CC or BCC" of a ticket there are not any
character encoding problems.On the other hand, while forwarding a message
"Turkish character" problem occurs..

I have added the mail header part of both occurences (i.e mail header of a
CC ticket and forwarded ticket)

How can I solve this problem? Please help me..

Thank you..

Murat
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Subject: Fwd: [TT-Akademi Destek #350] 
From: ttakademi at turktelekom.com.tr
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Ekteki #350 numaral? ?a?r?y? inceleyerek ve sorunun cevab?n? (yan?tla yaparak) ttakademi at turktelekom.com.tr ye mail at?n?z.  Mesaj atan ki?iye taraf?m?zdan yan?t verilecektir.

?letim Numaras? : #4721


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K=FCtahya =DCnitesi Personeli =DDbrahim KARAKAYA'n=FDn Eski=FEehir Osmangaz=
i =DCniversitesi Hastanesinde yatmakta olan hastas=FD i=E7in 8 =FCnite A RH=
 (+) kana ihtiya=E7 duyulmaktad=FDr.Yard=FDmsever personelimize =FEimdiden =
te=FEekk=FCr ederiz.


=DDrtibat Tel:
506-8457957



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+) kana
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=FCr ederiz.<br>
<br>
<br>
=DDrtibat Tel:<br>
506-8457957</span><o:p></o:p></p>

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<div>

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Subject: [TT-Akademi Destek #350] 
From: " --TT-Akademi" <ttakademi at turktelekom.com.tr>
Reply-To: ttakademi at turktelekom.com.tr
In-Reply-To: <3F5B147BF842C44D9D3015DB268A10E23D332B16E2 at S001CEX3.turktelekom.intra>
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	*  -100 -- USER_IN_WHITELIST -- From: address is in the user's white-list
	*  0 -- RV3244 -- BODY: Version number

01 Nis. 2009 ?ar?., 14:33:50 tarihinde, duyuru at turktelekom.com.tr yazd?:
> K?tahya ?nitesi Personeli ?brahim KARAKAYA'n?n Eski?ehir Osmangazi
> ?niversitesi Hastanesinde yatmakta olan hastas? i?in 8 ?nite A RH
> (+) kana ihtiya? duyulmaktad?r.Yard?msever personelimize ?imdiden
> te?ekk?r ederiz.
>
>
> ?rtibat Tel:
> 506-8457957
>
>

From markus.hummel at pyramid.de  Thu Apr  2 03:10:16 2009
From: markus.hummel at pyramid.de (Markus Hummel)
Date: Thu, 2 Apr 2009 09:10:16 +0200
Subject: [rt-users] Install RT 1.0.7
In-Reply-To: <20090401155602.GB5883@68-246-45-106.pools.spcsdns.net>
References: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>
	<20090401155602.GB5883@68-246-45-106.pools.spcsdns.net>
Message-ID: <F627FDFCC6078649A5ADD613704427CF02C4871A@exch03.intern.pyramid.de>

Hi,

Many thanks for your fast answer.
At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare.
Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only.
Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however.

So far everything correct?
If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine?

Best regards,
Markus Hummel


-----Urspr?ngliche Nachricht-----
Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
Gesendet: Mittwoch, 1. April 2009 17:56
An: Markus Hummel
Cc: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Install RT 1.0.7




On Wed  1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote:
> Hi,
> 
> I have a small problem and hope you can help me.
> I try to install RT 1.0.7 on a current distribution - I know, crazy
> request ;)

Perhaps you could tell us what you're actually trying to accomplish by
installing RT 1.0. 

In general, I'd recommend finding a debian distribution from around then
and running it in vmware, if you really need to run RT 1.0.


From Agnislav.Onufrijchuk at portaone.com  Thu Apr  2 04:57:57 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Thu, 02 Apr 2009 11:57:57 +0300
Subject: [rt-users] What software is recommended for high-loaded
	RT3.8-latest?
Message-ID: <49D47E15.60004@portaone.com>

Hi all.

I'm going to migrate our rt installation to latest version. We'll install clean
RT on new hardware and them migrate DB and custom modifications.

Some points about our rt installation:
- db size - more than 30G;
- mostly 100000 tickets;
- 4000 transactions per day.

Can you please advice software for serving such high-loaded system:
- FreeBSD or Linux?
- File system: Ext3/XFS/JFS/...?
- apache 2.2 or nginx?
- MySQL or Postgresql?

Any advice will be appreciated.

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   Meet us on April 14-15 at Booth 1202
   Billing & OSS World Conference & Expo
   Rio All-Suite Hotel & Casino, Las Vegas



From Simon.Dray at antplc.com  Thu Apr  2 04:59:59 2009
From: Simon.Dray at antplc.com (Simon Dray)
Date: Thu, 2 Apr 2009 09:59:59 +0100
Subject: [rt-users] Is it possible to change priority direction
Message-ID: <c6f1667150be3767de0d52c4fa1ca4d6ee9c015d@localhost>

Hi,

The direction of priority from 0 - 99 and consequently the escalation process does not fit with our model and I would like to change it so that 0 is highest is this possible.


Regards Simon

Simon Dray

Customer Support Engineering

ANT Software Limited
Cambridge Business Park, Cowley Road, Cambridge CB4 0WZ, UK
Tel: +44 1223 716400
Dir: +44 1223 716476
Email: simon.dray at antplc.com<mailto:simon.dray at antplc.com>

* ANT LEGAL DISCLAIMER *
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ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565.

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From mike.peachey at jennic.com  Thu Apr  2 05:41:46 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 02 Apr 2009 10:41:46 +0100
Subject: [rt-users] What software is recommended for
	high-loaded	RT3.8-latest?
In-Reply-To: <49D47E15.60004@portaone.com>
References: <49D47E15.60004@portaone.com>
Message-ID: <49D4885A.2090505@jennic.com>

Thu 02 Apr 2009 09:57:57 AM GMT
Agnislav Onufrijchuk wrote:
> Hi all.
> 
> I'm going to migrate our rt installation to latest version. We'll install clean
> RT on new hardware and them migrate DB and custom modifications.
> 
> Some points about our rt installation:
> - db size - more than 30G;
> - mostly 100000 tickets;
> - 4000 transactions per day.
> 
> Can you please advice software for serving such high-loaded system:
> - FreeBSD or Linux?

Slackware Linux. Perfect balance of security and stability and with a
custom-generic kernel the RAM footprint is comparatively tiny and makes
for a very responsive server.

Whatever OS you choose, make sure you do a manual RT install, don't rely
on someone's pre-packaged system. Also, I recommend making sure all of
your perl modules are installed via CPAN not a packaging system to
ensure no upstream modifications and a simple upgrade path. In Slackware
both of the above are a given.

> - File system: Ext3/XFS/JFS/...?

Debatable. I would probably say Ext3 myself, but then for the level of
transactions you're talking about you are on the border where J/X/Reiser
could prove themselves useful. Wouldn't hurt to do some benchmarking.
For what it's worth, don't take recoverability into account in your
decision, just make backups. Trying to perform file-system data recovery
in that type of environment is a waste of time on any FS.

> - apache 2.2 or nginx?

Apache. No Question.

> - MySQL or Postgresql?

Debatable. I think for me it would depend on what is in use in the rest
of your architecture. If you are a fully MySQL house, as we are here,
then it makes sense to keep it all the same since you can share
primary/failover servers and your people-processes are harmonious. If
you don't really have a dependency on either then... well it's up to
you. I'm used to MySQL and having it at the core of nearly all
DB-dependant applications here has been useful, but many would argue
that for a larger system like yours PG wouyld give you better
performance. Again, a bit of benchmarking wouldn't go amiss.

-- 
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 rfh at vialtus.com  Thu Apr  2 06:18:05 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 02 Apr 2009 11:18:05 +0100
Subject: [rt-users] RT3.8.x Queue Name in Email Subject
In-Reply-To: <b794fe670904011450l238a6545p86fb7611c970dbc2@mail.gmail.com>
References: <b794fe670904011450l238a6545p86fb7611c970dbc2@mail.gmail.com>
Message-ID: <49D490DD.8020703@vialtus.com>

Hi ;

I have n't started with 3.8.2 yet but my understanding the Branded Queue 
ext is built in, as far as I remember when I looked at the 3.8.2 demo 
site in the queue form there is Subject Tag?? if there is have you tried 
putting the queue name in there ?? I am guessing this achieves what you 
after.
*
Roy

*

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



askthelist at gmail.com wrote:
> I just upgraded from 3.6.x to 3.8.2 and I'd like to change the Subject 
> line of the email that is sent out to display the queue name instead 
> of 'rtname'. In RT3.6x i was able to do this ind 
> /lib/RT/Action/SendEmail.pm like such...
>  
> ...
> sub SetSubjectToken {
>     my $self = shift;
>     #my $tag  = "[$RT::rtname #" . $self->TicketObj->id . "]";
>     my $tag = "[".$self->TicketObj->QueueObj->Name." - Ticket #" 
> .$self->TicketObj->id."]";
> ...
>  
> However in 3.8 it seems that the code here has been modified and I now 
> it looks like I have to change this in /lib/RT/Interface/Email.pm in 
> the AddSubjectTag(), however I cant seem to get this working as 
> expected as my perl oo kung fu just aint what it should be. Can anyone 
> help me out here? Maybe theres an easier way?


From dave.wells at foreshore.net  Thu Apr  2 07:53:47 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Thu, 2 Apr 2009 12:53:47 +0100
Subject: [rt-users] Allow client to see their requested tickets
Message-ID: <3E88364AF578694C9BBFE357115E2EDE04AD4019@jsy-qr-is.is.foreshore.net>

Hi,

We have a requirement to allow our clients to have access to our
ticketing system.

We only want to allow them to see tickets that they are the requester
for.

We would also like them to have the ability to reply within their
tickets.

Its highly important that they obviously cant see any tickets that they
are not the requester for.

What would be the best way to go about this?

Many Thanks
Dave



From ktm at rice.edu  Thu Apr  2 09:13:45 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 2 Apr 2009 08:13:45 -0500
Subject: [rt-users] What software is recommended for
	high-loaded	RT3.8-latest?
In-Reply-To: <49D47E15.60004@portaone.com>
References: <49D47E15.60004@portaone.com>
Message-ID: <20090402131345.GB29341@it.is.rice.edu>

Hi,

I have included my comments below. It is important to consider
your skills/strengths when making these choices. i.e. If you
have experience with one database or OS, you should consider
using them instead of trying to build expertise in a new
environment. That being said...

On Thu, Apr 02, 2009 at 11:57:57AM +0300, Agnislav Onufrijchuk wrote:
> Hi all.
> 
> I'm going to migrate our rt installation to latest version. We'll install clean
> RT on new hardware and them migrate DB and custom modifications.
> 
> Some points about our rt installation:
> - db size - more than 30G;
> - mostly 100000 tickets;
> - 4000 transactions per day.
> 
Are these 4000 tickets per day or 4000 updates total? 100000 tickets
is not very many if you actually generate 4000 tickets per day. Do
you "shred" old tickets to remove them from your DB?

> Can you please advice software for serving such high-loaded system:
> - FreeBSD or Linux?
Either would be acceptable, given 4000 tickets per day = 500 per hour
for an 8 hour day = less than 10 tickets per minute is not much of a
CPU load for today's hardware if the I/O subsystem is up to the task..

> - File system: Ext3/XFS/JFS/...?
Use the supported/recommended one for your chosen OS.

> - apache 2.2 or nginx?
Apache all the way.

> - MySQL or Postgresql?
We use PostgreSQL here because the release quality does not vary
as wildly and MySQL. Check the mailing list for problems caused by
particular versions of MySQL. If you pick a tested version, it will
work well. PostgreSQL also support full text index support that make
searching ticket body content extremely fast. We also use the Slony
replication software to keep a warm spare RT system ready to go, in
case the primary system has a hardware problem. We really want to
have redundancy in our ticket system because it should be up even if
everything else is down. :)

Hope this helps.
Cheers,
Ken

> 
> Any advice will be appreciated.
> 


From Agnislav.Onufrijchuk at portaone.com  Thu Apr  2 09:51:06 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Thu, 02 Apr 2009 16:51:06 +0300
Subject: [rt-users] What software is recommended for
	high-loaded	RT3.8-latest?
In-Reply-To: <49D4885A.2090505@jennic.com>
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
Message-ID: <49D4C2CA.4050806@portaone.com>

Mike Peachey wrote:
> 
> Slackware Linux. Perfect balance of security and stability and with a
> custom-generic kernel the RAM footprint is comparatively tiny and makes
> for a very responsive server.
> 
I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true?

> Whatever OS you choose, make sure you do a manual RT install, don't rely
> on someone's pre-packaged system. Also, I recommend making sure all of
> your perl modules are installed via CPAN not a packaging system to
> ensure no upstream modifications and a simple upgrade path.
 >
Sure :)

>> - File system: Ext3/XFS/JFS/...?
> 
> Debatable. I would probably say Ext3 myself, but then for the level of
> transactions you're talking about you are on the border where J/X/Reiser
> could prove themselves useful. Wouldn't hurt to do some benchmarking.
> For what it's worth, don't take recoverability into account in your
> decision, just make backups. Trying to perform file-system data recovery
> in that type of environment is a waste of time on any FS.
>
AFAIK, they're all provide good data safety. Now we're using MySQL && InnoDB, I 
think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses 
a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS.

>> - apache 2.2 or nginx?
> 
> Apache. No Question.
> 
Why? nginx supports FastCGI too and it is recommended to use on dedicated projects.

>> - MySQL or Postgresql?
> 
> Debatable. I think for me it would depend on what is in use in the rest
> of your architecture. If you are a fully MySQL house, as we are here,
> then it makes sense to keep it all the same since you can share
> primary/failover servers and your people-processes are harmonious. If
> you don't really have a dependency on either then... well it's up to
> you. I'm used to MySQL and having it at the core of nearly all
> DB-dependant applications here has been useful, but many would argue
> that for a larger system like yours PG wouyld give you better
> performance. Again, a bit of benchmarking wouldn't go amiss.
> 
Thank you!

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   Meet us on April 14-15 at Booth 1202
   Billing & OSS World Conference & Expo
   Rio All-Suite Hotel & Casino, Las Vegas


From mike.peachey at jennic.com  Thu Apr  2 09:57:11 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 02 Apr 2009 14:57:11 +0100
Subject: [rt-users] What software is recommended
	for	high-loaded	RT3.8-latest?
In-Reply-To: <49D4C2CA.4050806@portaone.com>
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
	<49D4C2CA.4050806@portaone.com>
Message-ID: <49D4C437.1040400@jennic.com>

Thu 02 Apr 2009 14:51:06 GMT
Agnislav Onufrijchuk wrote:
> Mike Peachey wrote:
>> Slackware Linux. Perfect balance of security and stability and with a
>> custom-generic kernel the RAM footprint is comparatively tiny and makes
>> for a very responsive server.
>>
> I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true?

It is the oldest and most unix-like and vanilla distributions of linux.
Simplicity is at its heart along with security and stability. I use it
on Servers, Desktops and Laptops alike.

> AFAIK, they're all provide good data safety. Now we're using MySQL && InnoDB, I 
> think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses 
> a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS.

Whatever you pick, build it into your kernel and you'll be fine :)

> 
>>> - apache 2.2 or nginx?
>> Apache. No Question.
>>
> Why? nginx supports FastCGI too and it is recommended to use on dedicated projects.

Let me put it this way.. when you run into trouble, you want to be on
the same server that 99.9% of RT users are running.
-- 
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 Agnislav.Onufrijchuk at portaone.com  Thu Apr  2 09:58:34 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Thu, 02 Apr 2009 16:58:34 +0300
Subject: [rt-users] What software is recommended for
	high-loaded	RT3.8-latest?
In-Reply-To: <20090402131345.GB29341@it.is.rice.edu>
References: <49D47E15.60004@portaone.com>
	<20090402131345.GB29341@it.is.rice.edu>
Message-ID: <49D4C48A.3040105@portaone.com>

Kenneth Marshall wrote:
> Are these 4000 tickets per day or 4000 updates total? 100000 tickets
> is not very many if you actually generate 4000 tickets per day. Do
> you "shred" old tickets to remove them from your DB?
> 
4000 Transactions, not tickets per day.

>> - File system: Ext3/XFS/JFS/...?
> Use the supported/recommended one for your chosen OS.
> 
Even if I'll choose FreeBSD, I will not use UFS :)  It's too slow.

>> - apache 2.2 or nginx?
> Apache all the way.
> 
What advantages does it have?

>> - MySQL or Postgresql?
> We use PostgreSQL here because the release quality does not vary
> as wildly and MySQL. Check the mailing list for problems caused by
> particular versions of MySQL. If you pick a tested version, it will
> work well. PostgreSQL also support full text index support that make
> searching ticket body content extremely fast. We also use the Slony
> replication software to keep a warm spare RT system ready to go, in
> case the primary system has a hardware problem. We really want to
> have redundancy in our ticket system because it should be up even if
> everything else is down. :)
> 
FTS - is one of the advantages of PostgreSQL we look for.

Thank you for help!

-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   Meet us on April 14-15 at Booth 1202
   Billing & OSS World Conference & Expo
   Rio All-Suite Hotel & Casino, Las Vegas


From dominic.hargreaves at oucs.ox.ac.uk  Thu Apr  2 09:59:18 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 2 Apr 2009 14:59:18 +0100
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <6DE22462-0596-4E4C-BA66-AE80A6EE8249@sanger.ac.uk>
References: <20090316173117.GE7056@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B98098C8D@clara.maurer-it.com>
	<6DE22462-0596-4E4C-BA66-AE80A6EE8249@sanger.ac.uk>
Message-ID: <20090402135918.GC32474@gunboat-diplomat.oucs.ox.ac.uk>

On Wed, Apr 01, 2009 at 07:22:30AM +0100, Tim Cutts wrote:
>
> On 31 Mar 2009, at 8:23 am, Martin Maurer wrote:
>
>> Hi Dominic,
>>
>> Thanks for this, I see the 3.8.2 packages are already in unstable AND 
>> testing - but what about the original discussed idea to have an extra 
>> repo with rt 3.8.x for Lenny?
>
> ... or possibly get the packages uploaded to lenny-backports, might be a 
> better solution.

It's not a valid upload candidate for lenny-backports, since the version
in testing/unstable does not require rebuilding to work on lenny.

The normal way of handling these cases would be to add, for example,
testing or unstable APT lines, with appropriate package pinning to
avoid pulling anything except the required packages, or to put packages
in a site-local repository.

The last time this was discussed Martin was keen to provide a repository
with just the request-tracker3.8 package and dependencies not satisfied
in lenny, but I'm still in two minds about whether this is worth the
extra work. I certainly don't have a use case for it (since we already
have our own private apt repositories for local builds).

Martin, could you think again about whether you are able to get by with the
appropriate package pinning?

Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From Agnislav.Onufrijchuk at portaone.com  Thu Apr  2 10:03:30 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Thu, 02 Apr 2009 17:03:30 +0300
Subject: [rt-users] What software is recommended
	for	high-loaded	RT3.8-latest?
In-Reply-To: <49D4C2CA.4050806@portaone.com>
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
	<49D4C2CA.4050806@portaone.com>
Message-ID: <49D4C5B2.8090608@portaone.com>

> Are these 4000 tickets per day or 4000 updates total? 100000 tickets
> is not very many if you actually generate 4000 tickets per day. Do
> you "shred" old tickets to remove them from your DB?

One more thing: we have 4000 transactions, but we have a number of long SELECT 
queries every day. No, we didn't shred any of tickets yet, because currently we 
use 3.4.4 version :(


-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   Meet us on April 14-15 at Booth 1202
   Billing & OSS World Conference & Expo
   Rio All-Suite Hotel & Casino, Las Vegas


From ktm at rice.edu  Thu Apr  2 10:09:29 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 2 Apr 2009 09:09:29 -0500
Subject: [rt-users] What software is recommended for
	high-loaded	RT3.8-latest?
In-Reply-To: <49D4C48A.3040105@portaone.com>
References: <49D47E15.60004@portaone.com>
	<20090402131345.GB29341@it.is.rice.edu>
	<49D4C48A.3040105@portaone.com>
Message-ID: <20090402140929.GD29341@it.is.rice.edu>

On Thu, Apr 02, 2009 at 04:58:34PM +0300, Agnislav Onufrijchuk wrote:
> Kenneth Marshall wrote:
> > Are these 4000 tickets per day or 4000 updates total? 100000 tickets
> > is not very many if you actually generate 4000 tickets per day. Do
> > you "shred" old tickets to remove them from your DB?
> > 
> 4000 Transactions, not tickets per day.
> 
Good, that means every alternative will meet your needs performance-wise.

> >> - File system: Ext3/XFS/JFS/...?
> > Use the supported/recommended one for your chosen OS.
> > 
> Even if I'll choose FreeBSD, I will not use UFS :)  It's too slow.

Makes sense.

> 
> >> - apache 2.2 or nginx?
> > Apache all the way.
> > 
> What advantages does it have?

The biggest advantage is the userbase for when you have a problem.

> 
> >> - MySQL or Postgresql?
> > We use PostgreSQL here because the release quality does not vary
> > as wildly and MySQL. Check the mailing list for problems caused by
> > particular versions of MySQL. If you pick a tested version, it will
> > work well. PostgreSQL also support full text index support that make
> > searching ticket body content extremely fast. We also use the Slony
> > replication software to keep a warm spare RT system ready to go, in
> > case the primary system has a hardware problem. We really want to
> > have redundancy in our ticket system because it should be up even if
> > everything else is down. :)
> > 
> FTS - is one of the advantages of PostgreSQL we look for.
> 

I am partial to FTS and it definitely rocks on PostgreSQL.

Cheers,
Ken


From Agnislav.Onufrijchuk at portaone.com  Thu Apr  2 10:11:02 2009
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Thu, 02 Apr 2009 17:11:02 +0300
Subject: [rt-users] What software is recommended
	for	high-loaded	RT3.8-latest?
In-Reply-To: <49D4C437.1040400@jennic.com>
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
	<49D4C2CA.4050806@portaone.com> <49D4C437.1040400@jennic.com>
Message-ID: <49D4C776.1070905@portaone.com>

>>>> - apache 2.2 or nginx?
>>> Apache. No Question.
>>>
>> Why? nginx supports FastCGI too and it is recommended to use on dedicated projects.
> 
> Let me put it this way.. when you run into trouble, you want to be on
> the same server that 99.9% of RT users are running.
Agree :)

Thanks for help!


-- 
Agnislav Onufrijchuk
PortaOne, Inc., RT Developer
Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670

   Meet us on April 14-15 at Booth 1202
   Billing & OSS World Conference & Expo
   Rio All-Suite Hotel & Casino, Las Vegas


From odhiambo at gmail.com  Thu Apr  2 10:13:18 2009
From: odhiambo at gmail.com (Odhiambo Washington)
Date: Thu, 2 Apr 2009 17:13:18 +0300
Subject: [rt-users] Allow client to see their requested tickets
In-Reply-To: <3E88364AF578694C9BBFE357115E2EDE04AD4019@jsy-qr-is.is.foreshore.net>
References: <3E88364AF578694C9BBFE357115E2EDE04AD4019@jsy-qr-is.is.foreshore.net>
Message-ID: <991123400904020713h4ebc7907ie63a8bff4e7c7fbd@mail.gmail.com>

On Thu, Apr 2, 2009 at 2:53 PM, Dave Wells <dave.wells at foreshore.net> wrote:

> Hi,
>
> We have a requirement to allow our clients to have access to our
> ticketing system.
>
> We only want to allow them to see tickets that they are the requester
> for.
>
> We would also like them to have the ability to reply within their
> tickets.
>
> Its highly important that they obviously cant see any tickets that they
> are not the requester for.
>
> What would be the best way to go about this?


IIRC, there is something in the Wiki to help you do this: A template that
you use to autorespond, which gives the requestor a username and password
and a link to follow their request, some scrips and some configuration
(Privilege grants) in RT.
It's long since I did this, but I am sure I used to do it. Check the Addons
too.

-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
"The only time a woman really succeeds in changing a man is when he is a
baby."
                             - Natalie Wood
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From jesse at bestpractical.com  Thu Apr  2 10:20:16 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 2 Apr 2009 10:20:16 -0400
Subject: [rt-users] Install RT 1.0.7
In-Reply-To: <F627FDFCC6078649A5ADD613704427CF02C4871A@exch03.intern.pyramid.de>
References: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>
	<20090401155602.GB5883@68-246-45-106.pools.spcsdns.net>
	<F627FDFCC6078649A5ADD613704427CF02C4871A@exch03.intern.pyramid.de>
Message-ID: <20090402142016.GX13177@bestpractical.com>




On Thu, Apr 02, 2009 at 09:10:16AM +0200, Markus Hummel wrote:
> Hi,
> 
> Many thanks for your fast answer.
> At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare.
> Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only.

Why not use the RT upgrade tools to move your RT1 tickets to a newer RT?

> Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however.
> 
> So far everything correct?
> If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine?
> 
> Best regards,
> Markus Hummel
> 
> 
> -----Urspr?ngliche Nachricht-----
> Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Gesendet: Mittwoch, 1. April 2009 17:56
> An: Markus Hummel
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Install RT 1.0.7
> 
> 
> 
> 
> On Wed  1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote:
> > Hi,
> > 
> > I have a small problem and hope you can help me.
> > I try to install RT 1.0.7 on a current distribution - I know, crazy
> > request ;)
> 
> Perhaps you could tell us what you're actually trying to accomplish by
> installing RT 1.0. 
> 
> In general, I'd recommend finding a debian distribution from around then
> and running it in vmware, if you really need to run RT 1.0.
> 

-- 


From ktm at rice.edu  Thu Apr  2 10:37:58 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 2 Apr 2009 09:37:58 -0500
Subject: [rt-users] What software is recommended for
	high-loaded	RT3.8-latest?
In-Reply-To: <49D4C5B2.8090608@portaone.com>
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
	<49D4C2CA.4050806@portaone.com> <49D4C5B2.8090608@portaone.com>
Message-ID: <20090402143758.GE29341@it.is.rice.edu>

On Thu, Apr 02, 2009 at 05:03:30PM +0300, Agnislav Onufrijchuk wrote:
> > Are these 4000 tickets per day or 4000 updates total? 100000 tickets
> > is not very many if you actually generate 4000 tickets per day. Do
> > you "shred" old tickets to remove them from your DB?
> 
> One more thing: we have 4000 transactions, but we have a number of long SELECT 
> queries every day. No, we didn't shred any of tickets yet, because currently we 
> use 3.4.4 version :(
> 

Have you run EXPLAIN or the MySQL equivalent to see what is taking
the time in the long queries? Maybe adjusting your indexes would
help.

Cheers,
Ken


From dave.wells at foreshore.net  Thu Apr  2 11:09:52 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Thu, 2 Apr 2009 16:09:52 +0100
Subject: [rt-users] Allow client to see their requested tickets
In-Reply-To: <49D4BAF8.70201@vialtus.com>
References: <3E88364AF578694C9BBFE357115E2EDE04AD4019@jsy-qr-is.is.foreshore.net>
	<49D4BAF8.70201@vialtus.com>
Message-ID: <3E88364AF578694C9BBFE357115E2EDE04AD4069@jsy-qr-is.is.foreshore.net>

 
Thanks Roy,

That's exactly what i am looking for =)


-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: 02 April 2009 14:18
To: Dave Wells
Subject: Re: [rt-users] Allow client to see their requested tickets

Dave;

The self service interface allows exactly that, Been running my rt for
so many years I forgot what were the default rights , but if you give
the global group "Requestor" the right to:
ShowTicket
ReplyToTicket
ModifyTicket (if you want them to be able to change ticket status) then
any unprivileged user with a password assigned can login to RT and be
presented with a list if their tickets which they can reply/modify
*
Roy

*

<http://www.vialtus.com/>

 

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Dave Wells wrote:
> Hi,
>
> We have a requirement to allow our clients to have access to our
> ticketing system.
>
> We only want to allow them to see tickets that they are the requester
> for.
>
> We would also like them to have the ability to reply within their
> tickets.
>
> Its highly important that they obviously cant see any tickets that
they
> are not the requester for.
>
> What would be the best way to go about this?
>
> Many Thanks
> Dave
>
> _______________________________________________
> 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 markus.hummel at pyramid.de  Thu Apr  2 11:29:46 2009
From: markus.hummel at pyramid.de (Markus Hummel)
Date: Thu, 2 Apr 2009 17:29:46 +0200
Subject: [rt-users] Install RT 1.0.7
In-Reply-To: <20090402142016.GX13177@bestpractical.com>
References: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>
	<20090401155602.GB5883@68-246-45-106.pools.spcsdns.net>
	<F627FDFCC6078649A5ADD613704427CF02C4871A@exch03.intern.pyramid.de>
	<20090402142016.GX13177@bestpractical.com>
Message-ID: <F627FDFCC6078649A5ADD613704427CF02C48A58@exch03.intern.pyramid.de>

Actually the idea of leaving the old system 1 for 1 was. Not carrying out any change at the contents and at the appearance.
But if it cannot be solved differently, of course this is also worth a consideration.

So remain summarizing left:
a.) Use separate virtual machine.
b.) Convert RT to a newer version.
c.) Use an old(er) OS.

These are my possible options, aren't they? No (easy) way to fix the perl problem and correct something on perl or RT? I think the problem is the mysql emulation, isn't it?

Best regards,
Markus Hummel


-----Urspr?ngliche Nachricht-----
Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
Gesendet: Donnerstag, 2. April 2009 16:20
An: Markus Hummel
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Install RT 1.0.7




On Thu, Apr 02, 2009 at 09:10:16AM +0200, Markus Hummel wrote:
> Hi,
> 
> Many thanks for your fast answer.
> At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare.
> Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only.

Why not use the RT upgrade tools to move your RT1 tickets to a newer RT?

> Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however.
> 
> So far everything correct?
> If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine?
> 
> Best regards,
> Markus Hummel
> 
> 
> -----Urspr?ngliche Nachricht-----
> Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Gesendet: Mittwoch, 1. April 2009 17:56
> An: Markus Hummel
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Install RT 1.0.7
> 
> 
> 
> 
> On Wed  1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote:
> > Hi,
> > 
> > I have a small problem and hope you can help me.
> > I try to install RT 1.0.7 on a current distribution - I know, crazy
> > request ;)
> 
> Perhaps you could tell us what you're actually trying to accomplish by
> installing RT 1.0. 
> 
> In general, I'd recommend finding a debian distribution from around then
> and running it in vmware, if you really need to run RT 1.0.
> 

-- 


From jpierce at cambridgeenergyalliance.org  Thu Apr  2 11:31:39 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 2 Apr 2009 11:31:39 -0400
Subject: [rt-users] Is it possible to change priority direction
In-Reply-To: <c6f1667150be3767de0d52c4fa1ca4d6ee9c015d@localhost>
References: <c6f1667150be3767de0d52c4fa1ca4d6ee9c015d@localhost>
Message-ID: <be7163f0904020831x637089a7h4960b3abc049b445@mail.gmail.com>

On Thu, Apr 2, 2009 at 04:59, Simon Dray <Simon.Dray at antplc.com> wrote:
> The direction of priority from 0 ? 99 and consequently the escalation
> process does not fit with our model and I would like to change it so that 0
> is highest is this possible.
I would start-off with one of the patches for using textual priorities.
It'd certainly be easy to have "High" be 0-20 and "Low" as 60-80,
but you might be able to extend this to backwards numbers without
much difficulty. Honestly though. I'm not aware of too much in RT that
makes any real assumptions about priorities. Escalation is something
you add, and it's simply a matter of flipping the sign of an operation
to have it work as you want...

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From dave.wells at foreshore.net  Thu Apr  2 11:50:20 2009
From: dave.wells at foreshore.net (Dave Wells)
Date: Thu, 2 Apr 2009 16:50:20 +0100
Subject: [rt-users] Allow client to see their requested tickets
References: <3E88364AF578694C9BBFE357115E2EDE04AD4019@jsy-qr-is.is.foreshore.net>
	<49D4BAF8.70201@vialtus.com>
Message-ID: <3E88364AF578694C9BBFE357115E2EDE04AD4070@jsy-qr-is.is.foreshore.net>

Hi,

One further question,

In the self service interface, the user has the option of New Ticket.

However since the unprivileged user has no permissions on the queues
they cannot choose a queue to create the ticket in as below:

Queue: 	   ()

How would I grant them permissions to be able to create a ticket in our
default support queue?

Regards
Dave
 

-----Original Message-----
From: Dave Wells 
Sent: 02 April 2009 16:10
To: 'Raed El-Hames'; RT users
Subject: RE: [rt-users] Allow client to see their requested tickets

 
Thanks Roy,

That's exactly what i am looking for =)


-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com]
Sent: 02 April 2009 14:18
To: Dave Wells
Subject: Re: [rt-users] Allow client to see their requested tickets

Dave;

The self service interface allows exactly that, Been running my rt for
so many years I forgot what were the default rights , but if you give
the global group "Requestor" the right to:
ShowTicket
ReplyToTicket
ModifyTicket (if you want them to be able to change ticket status) then
any unprivileged user with a password assigned can login to RT and be
presented with a list if their tickets which they can reply/modify
*
Roy

*

<http://www.vialtus.com/>

 

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Dave Wells wrote:
> Hi,
>
> We have a requirement to allow our clients to have access to our 
> ticketing system.
>
> We only want to allow them to see tickets that they are the requester 
> for.
>
> We would also like them to have the ability to reply within their 
> tickets.
>
> Its highly important that they obviously cant see any tickets that 
> they are not the requester for.
>
> What would be the best way to go about this?
>
> Many Thanks
> Dave
>
> _______________________________________________
> 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 Apr  2 11:51:20 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 2 Apr 2009 17:51:20 +0200
Subject: [rt-users] Install RT 1.0.7
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93402@w3hamboex11.ger.win.int.kn>

Hi markus,
We had a similar problem in the past, not for rt 1 but for RT2 and a brand new system, os. What we did several years ago was, we installed the new system RT3 and then we had all needed perl modules, later we simply copied the rt2 files to the new server and also moved the old db to the new server, rt started up without any problems, try it out in a vm, it is not a big deal!

Torsten

----- Originalnachricht -----
Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: Jesse Vincent <jesse at bestpractical.com>
Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Gesendet: Thu Apr 02 17:29:46 2009
Betreff: Re: [rt-users] Install RT 1.0.7

Actually the idea of leaving the old system 1 for 1 was. Not carrying out any change at the contents and at the appearance.
But if it cannot be solved differently, of course this is also worth a consideration.

So remain summarizing left:
a.) Use separate virtual machine.
b.) Convert RT to a newer version.
c.) Use an old(er) OS.

These are my possible options, aren't they? No (easy) way to fix the perl problem and correct something on perl or RT? I think the problem is the mysql emulation, isn't it?

Best regards,
Markus Hummel



Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-----Urspruengliche Nachricht-----
Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
Gesendet: Donnerstag, 2. April 2009 16:20
An: Markus Hummel
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Install RT 1.0.7




On Thu, Apr 02, 2009 at 09:10:16AM +0200, Markus Hummel wrote:
> Hi,
> 
> Many thanks for your fast answer.
> At the moment we are using a RT 1.0.7 installation on an old machine. The OS and the OS configuration are a nightmare.
> Because hardware and RT are very old, our admin decided to move to a new system. The idea: Install a new ticket request system (such as RT or OTRS) on a VMware machine. To keep all the old tickets, we would like to install RT 1 parallel to the new system on the same machine read only.

Why not use the RT upgrade tools to move your RT1 tickets to a newer RT?

> Actually this should not be a great problem. Unfortunately, the Perl module causes problems, however.
> 
> So far everything correct?
> If this should not work so, we would install a second Debian parallel if necessary as suggested. Somebody still sees an alternative to the second machine?
> 
> Best regards,
> Markus Hummel
> 
> 
> -----Urspruengliche Nachricht-----
> Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Gesendet: Mittwoch, 1. April 2009 17:56
> An: Markus Hummel
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] Install RT 1.0.7
> 
> 
> 
> 
> On Wed  1.Apr'09 at 16:37:23 +0200, Markus Hummel wrote:
> > Hi,
> > 
> > I have a small problem and hope you can help me.
> > I try to install RT 1.0.7 on a current distribution - I know, crazy
> > request ;)
> 
> Perhaps you could tell us what you're actually trying to accomplish by
> installing RT 1.0. 
> 
> In general, I'd recommend finding a debian distribution from around then
> and running it in vmware, if you really need to run RT 1.0.
> 

-- 
_______________________________________________
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 torsten.brumm at Kuehne-Nagel.com  Thu Apr  2 11:52:56 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 2 Apr 2009 17:52:56 +0200
Subject: [rt-users] Allow client to see their requested tickets
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93403@w3hamboex11.ger.win.int.kn>

Grant to unprivilegd users the seequeue rights in this queue could help?!?

----- Originalnachricht -----
Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: RT users <rt-users at lists.bestpractical.com>
Gesendet: Thu Apr 02 17:50:20 2009
Betreff: Re: [rt-users] Allow client to see their requested tickets

Hi,

One further question,

In the self service interface, the user has the option of New Ticket.

However since the unprivileged user has no permissions on the queues
they cannot choose a queue to create the ticket in as below:

Queue: 	   ()

How would I grant them permissions to be able to create a ticket in our
default support queue?

Regards
Dave
 


Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne



-----Original Message-----
From: Dave Wells 
Sent: 02 April 2009 16:10
To: 'Raed El-Hames'; RT users
Subject: RE: [rt-users] Allow client to see their requested tickets

 
Thanks Roy,

That's exactly what i am looking for =)


-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com]
Sent: 02 April 2009 14:18
To: Dave Wells
Subject: Re: [rt-users] Allow client to see their requested tickets

Dave;

The self service interface allows exactly that, Been running my rt for
so many years I forgot what were the default rights , but if you give
the global group "Requestor" the right to:
ShowTicket
ReplyToTicket
ModifyTicket (if you want them to be able to change ticket status) then
any unprivileged user with a password assigned can login to RT and be
presented with a list if their tickets which they can reply/modify
*
Roy

*

<http://www.vialtus.com/>

 

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Dave Wells wrote:
> Hi,
>
> We have a requirement to allow our clients to have access to our 
> ticketing system.
>
> We only want to allow them to see tickets that they are the requester 
> for.
>
> We would also like them to have the ability to reply within their 
> tickets.
>
> Its highly important that they obviously cant see any tickets that 
> they are not the requester for.
>
> What would be the best way to go about this?
>
> Many Thanks
> Dave
>
> _______________________________________________
> 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 jesse at bestpractical.com  Thu Apr  2 11:58:37 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 2 Apr 2009 11:58:37 -0400
Subject: [rt-users] Install RT 1.0.7
In-Reply-To: <F627FDFCC6078649A5ADD613704427CF02C48A58@exch03.intern.pyramid.de>
References: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>
	<20090401155602.GB5883@68-246-45-106.pools.spcsdns.net>
	<F627FDFCC6078649A5ADD613704427CF02C4871A@exch03.intern.pyramid.de>
	<20090402142016.GX13177@bestpractical.com>
	<F627FDFCC6078649A5ADD613704427CF02C48A58@exch03.intern.pyramid.de>
Message-ID: <20090402155836.GY13177@bestpractical.com>


On Thu, Apr 02, 2009 at 05:29:46PM +0200, Markus Hummel wrote:
> Actually the idea of leaving the old system 1 for 1 was. Not carrying out any change at the contents and at the appearance.
> But if it cannot be solved differently, of course this is also worth a consideration.
> 
> So remain summarizing left:
> a.) Use separate virtual machine.
> b.) Convert RT to a newer version.
> c.) Use an old(er) OS.

d) Update RT 1.0.x to work with modern infrastructure. This requires
some perl knowledge, but could be done either by a member of your team
or by folks at Best Practical.  It's probably not the cheapest option,
though.


From kfcrocker at lbl.gov  Thu Apr  2 12:26:25 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 02 Apr 2009 09:26:25 -0700
Subject: [rt-users] Is it possible to change priority direction
In-Reply-To: <be7163f0904020831x637089a7h4960b3abc049b445@mail.gmail.com>
References: <c6f1667150be3767de0d52c4fa1ca4d6ee9c015d@localhost>
	<be7163f0904020831x637089a7h4960b3abc049b445@mail.gmail.com>
Message-ID: <49D4E731.20704@lbl.gov>

Simon,

    I concur with Jerrad. We use the numbers 1 thru 5 with 1 being 
emergency, etc. We've been on RT for 3 years and haven't seen any code 
or process that uses any native sequencing of the priority field. I 
believe you can write your own progression and promotion sequences on 
your own in a cron job. Hope this helps.

Kenn
LBNL

On 4/2/2009 8:31 AM, Jerrad Pierce wrote:
> On Thu, Apr 2, 2009 at 04:59, Simon Dray <Simon.Dray at antplc.com> wrote:
>   
>> The direction of priority from 0 ? 99 and consequently the escalation
>> process does not fit with our model and I would like to change it so that 0
>> is highest is this possible.
>>     
> I would start-off with one of the patches for using textual priorities.
> It'd certainly be easy to have "High" be 0-20 and "Low" as 60-80,
> but you might be able to extend this to backwards numbers without
> much difficulty. Honestly though. I'm not aware of too much in RT that
> makes any real assumptions about priorities. Escalation is something
> you add, and it's simply a matter of flipping the sign of an operation
> to have it work as you want...
>
>   
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From chris at eaglehawkonline.com  Thu Apr  2 14:57:31 2009
From: chris at eaglehawkonline.com (Chris Newcomb)
Date: Thu, 02 Apr 2009 13:57:31 -0500
Subject: [rt-users] Ticket Display Question
Message-ID: <49D50A9B.7060408@eaglehawkonline.com>

When viewing a ticket in 3.8.1, you have the section "More about
username at domain.com" this is helpful if you have a large number of
people emailing your rt instillation, however the way ours is setup we
only have 2 or 3 email addresses that send to us, that are forwards from
others.  What I have been looking for is if it is possible to change
"More about username at domain.com" to something that is more useful maybe
displaying items with similar subjects, or similar custom fields
instead.  Is this something possible, where would the changes need to be
made?  Thanks in advance.

--
Regards,
Chris Newcomb




From martin at proxmox.com  Thu Apr  2 15:09:05 2009
From: martin at proxmox.com (Martin Maurer)
Date: Thu, 2 Apr 2009 21:09:05 +0200
Subject: [rt-users] RT 3.8.2 packages for Debian Lenny?
In-Reply-To: <20090402135918.GC32474@gunboat-diplomat.oucs.ox.ac.uk>
References: <20090316173117.GE7056@gunboat-diplomat.oucs.ox.ac.uk>
	<7B7881568CF40E4388B615CD06F87B98098C8D@clara.maurer-it.com>
	<6DE22462-0596-4E4C-BA66-AE80A6EE8249@sanger.ac.uk>
	<20090402135918.GC32474@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <7B7881568CF40E4388B615CD06F87B98098CC1@clara.maurer-it.com>

> -----Original Message-----
> From: Dominic Hargreaves [mailto:dominic.hargreaves at oucs.ox.ac.uk]
> Sent: Donnerstag, 02. April 2009 15:59
> To: Tim Cutts
> Cc: Martin Maurer; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
> 
> On Wed, Apr 01, 2009 at 07:22:30AM +0100, Tim Cutts wrote:
> >
> > On 31 Mar 2009, at 8:23 am, Martin Maurer wrote:
> >
> >> Hi Dominic,
> >>
> >> Thanks for this, I see the 3.8.2 packages are already in unstable AND
> >> testing - but what about the original discussed idea to have an extra
> >> repo with rt 3.8.x for Lenny?
> >
> > ... or possibly get the packages uploaded to lenny-backports, might be
> a
> > better solution.
> 
> It's not a valid upload candidate for lenny-backports, since the version
> in testing/unstable does not require rebuilding to work on lenny.
> 
> The normal way of handling these cases would be to add, for example,
> testing or unstable APT lines, with appropriate package pinning to
> avoid pulling anything except the required packages, or to put packages
> in a site-local repository.
> 
> The last time this was discussed Martin was keen to provide a repository
> with just the request-tracker3.8 package and dependencies not satisfied
> in lenny, but I'm still in two minds about whether this is worth the
> extra work. I certainly don't have a use case for it (since we already
> have our own private apt repositories for local builds).
> 
> Martin, could you think again about whether you are able to get by with
> the
> appropriate package pinning?

Thanks, I will test this and give feedback.

Br, Martin



From toml at bitstatement.net  Thu Apr  2 16:17:04 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 02 Apr 2009 13:17:04 -0700
Subject: [rt-users] What software is recommended
	for	high-loaded	RT3.8-latest?
In-Reply-To: <49D4C2CA.4050806@portaone.com>
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
	<49D4C2CA.4050806@portaone.com>
Message-ID: <49D51D40.9030209@bitstatement.net>

> I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true?

I second the Slackware vote.  I use it for everything.  It's the ultimate
distro for reliability-through-simplicity.  Install nothing you don't need.
 If you don't need xxgdb on your production server, don't install it.  (I
don't even have X installed on my servers, but that's just me).
Incidentally I frequently have servers go 200 days + without so much as a
reboot, even high volume FTP servers like this one:

root at ----:~# uptime
 13:13:47 up 246 days,  1:53,  2 users,  load average: 0.23, 0.14, 0.05

> AFAIK, they're all provide good data safety. Now we're using MySQL && InnoDB, I 
> think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses 
> a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS.

Filesystems are something I've spent a LOT of time on, so I know something
about this.

XFS has not-so-good safety.  The fsck / repair tools don't work on very
large filesystems because they need massive amount of memory -- more often
than not, more than you have.  If you need to fsck XFS, odds are you'll be
formatting it instead.  That said, it is deliciously fast and scalable when
properly optioned.  Use a RAID controller with battery backup and you should
be fine; otherwise turn off write-back caching.  Or, test your backups
frequently for restorability. :)

reiserfs is similiar to XFS with safety.  A fsck almost never works because
everything's a tree -- once the tree is scrambled, everything in the tree
below that point is scrambled too.  This is even a bigger risk if you don't
make the filesystem with notail.  You'll be formatting, not fsck'ing.  It
also doesn't scale well and its performance with large files is horrid.

JFS on the other hand, has wonderful repair tools and decent scalability.
Unfortunately, the performance of JFS degrades exponentially with the number
of inodes used (files & directories) as it searches everything rather
linearly, and the inode structure is necessarily inefficient to make it
easily repairable.  Not recommended for a filesystem with gobs and gobs of
small files.  (Unfortunately, I have two 12TB RAID arrays formatted JFS with
over 14 million small files on them, and if they weren't in production, I'd
change it in a heart-beat).

ext4 is no longer in development mode and is considered production quality
(in kernel 2.6.28 and newer).  I highly recommend using it over the other
options.  It is extent-based rather than block-mapped (if you format it as
such), it has the reliability of ext3 and then some (as the journal is
checksummed), and its even faster with lots of small files than reiser if
you create the filesystem with the dir_index option (which creates a hash of
directory entries that is even faster than reiser's b-tree).  It even fsck's
faster than ext3 because it skips unallocated space.

In short: XFS is fast and not reliable.  JFS is very reliable, but slow.
Reiserfs is a pitiful joke (which can used successfully by the daring &
lucky).  ext4 gives you everything you always asked for: the speed of XFS
(ok, almost), the fast lookups of reiser, and the reliability of JFS :)

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From RSchaffer at TerpSys.com  Thu Apr  2 17:16:45 2009
From: RSchaffer at TerpSys.com (Schaffer, Russell)
Date: Thu, 2 Apr 2009 17:16:45 -0400
Subject: [rt-users] Text formatted pages after upgrade
Message-ID: <155CB6D2BE449445B618D8C5115F1BB85818180C@tsmail4>

I have just upgraded my RT instance from 3.6.5 to 3.8.2 and am having one small issue.  When I go to the site none of the graphical rendering is present.  The login boxes and text are present but the nice blue screen and layout are gone.  The same is true when I login, no blue and the layout is all messed up.  I had followed the upgrade directions and installed the new instance into its own  directory and just changed the apache configuration to point to the new directory.  The database is working fine as I can see all of the tickets that were in the old instance.  Also, I can switch back to 3.6.5 and it still works fine and looks fine.  I have been banging my head and cannot find out what I am missing.

I have been scouring the logs and cannot find anything pertinent to this issue.  I have also tried this in a  test system and it worked fine so I do not know what is missing.
Russell



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From stuart.browne at ausregistry.com.au  Thu Apr  2 18:10:48 2009
From: stuart.browne at ausregistry.com.au (Stuart Browne)
Date: Fri, 3 Apr 2009 09:10:48 +1100
Subject: [rt-users] What software is
	recommended	for	high-loaded	RT3.8-latest?
In-Reply-To: <49D51D40.9030209@bitstatement.net>
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
	<49D4C2CA.4050806@portaone.com> <49D51D40.9030209@bitstatement.net>
Message-ID: <8CEF048B9EC83748B1517DC64EA130FB37D885C9ED@off-win2003-01.ausregistrygroup.local>

Publicly faced:
Web server : 22:05:01 up 566 days, 10:38,  0 users,  load average: 0.04, 0.03, 0.02
Mail server: 09:04:10 up 573 days, 15:16,  0 users,  load average: 0.16, 0.04, 0.01
Name server: 22:04:16 up 573 days, 21:34,  0 users,  load average: 0.02, 0.05, 0.00

RHEL5.

Simplicity isn't always better.  Management of distribution counts for a lot.

In any case, choose which ever platform you're comfortable with.

Stuart

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lahti
Sent: Friday, 3 April 2009 07:17
To: Agnislav Onufrijchuk
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] What software is recommended for high-loaded RT3.8-latest?

> I have no enough experience with Slackware. AFAIK, it's simple as BSD. Is it true?

I second the Slackware vote.  I use it for everything.  It's the ultimate
distro for reliability-through-simplicity.  Install nothing you don't need.
 If you don't need xxgdb on your production server, don't install it.  (I
don't even have X installed on my servers, but that's just me).
Incidentally I frequently have servers go 200 days + without so much as a
reboot, even high volume FTP servers like this one:

root at ----:~# uptime
 13:13:47 up 246 days,  1:53,  2 users,  load average: 0.23, 0.14, 0.05

> AFAIK, they're all provide good data safety. Now we're using MySQL && InnoDB, I 
> think XFS should be fast enough. But we may migrate to PostgreSQL. AFAIK it uses 
> a number of files (I may be wrong) to serve its DB. So, there can be Reiser/JFS.

Filesystems are something I've spent a LOT of time on, so I know something
about this.

XFS has not-so-good safety.  The fsck / repair tools don't work on very
large filesystems because they need massive amount of memory -- more often
than not, more than you have.  If you need to fsck XFS, odds are you'll be
formatting it instead.  That said, it is deliciously fast and scalable when
properly optioned.  Use a RAID controller with battery backup and you should
be fine; otherwise turn off write-back caching.  Or, test your backups
frequently for restorability. :)

reiserfs is similiar to XFS with safety.  A fsck almost never works because
everything's a tree -- once the tree is scrambled, everything in the tree
below that point is scrambled too.  This is even a bigger risk if you don't
make the filesystem with notail.  You'll be formatting, not fsck'ing.  It
also doesn't scale well and its performance with large files is horrid.

JFS on the other hand, has wonderful repair tools and decent scalability.
Unfortunately, the performance of JFS degrades exponentially with the number
of inodes used (files & directories) as it searches everything rather
linearly, and the inode structure is necessarily inefficient to make it
easily repairable.  Not recommended for a filesystem with gobs and gobs of
small files.  (Unfortunately, I have two 12TB RAID arrays formatted JFS with
over 14 million small files on them, and if they weren't in production, I'd
change it in a heart-beat).

ext4 is no longer in development mode and is considered production quality
(in kernel 2.6.28 and newer).  I highly recommend using it over the other
options.  It is extent-based rather than block-mapped (if you format it as
such), it has the reliability of ext3 and then some (as the journal is
checksummed), and its even faster with lots of small files than reiser if
you create the filesystem with the dir_index option (which creates a hash of
directory entries that is even faster than reiser's b-tree).  It even fsck's
faster than ext3 because it skips unallocated space.

In short: XFS is fast and not reliable.  JFS is very reliable, but slow.
Reiserfs is a pitiful joke (which can used successfully by the daring &
lucky).  ext4 gives you everything you always asked for: the speed of XFS
(ok, almost), the fast lookups of reiser, and the reliability of JFS :)

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.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 toml at bitstatement.net  Thu Apr  2 20:13:04 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 02 Apr 2009 17:13:04 -0700
Subject: [rt-users] restrict setting status to "resolved"
Message-ID: <49D55490.7090206@bitstatement.net>

Despite all my work with the REST interface, I know little to nothing about
scrips.  I've been asked to restrict setting ticket status to 'resolved'
unless the actor is a requestor.

I tried setting up a scrip with condition On resolve, Action User defined,
Stage Transaction Create:

  return 1 if $self->TransactionObj->IsInbound;
  $TicketObj->_Set(Field => 'Status', Value => 'open', RecordTransaction => 0);
  return 0;

and also:

  return 1 if $self->TransactionObj->IsInbound;
  $TicketObj->_Set(Field => 'Status', Value => 'open', RecordTransaction => 0);
  return 1;


and tried this in both custom action prep code and custom action cleanup
code, as I'm not terribly clear on where it belongs.  (I probably also want
the Value to be the 'old value', but I'm not sure how to access that).

However, nothing seems to have any effect on a user being able to set a
ticket status to resolved when they are not a requestor.  Any scrip fu
guru's out there willing to beat me with a clue bat?

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Thu Apr  2 20:21:16 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 02 Apr 2009 17:21:16 -0700
Subject: [rt-users] restrict setting status to "resolved"
In-Reply-To: <49D55490.7090206@bitstatement.net>
References: <49D55490.7090206@bitstatement.net>
Message-ID: <49D5567C.1090201@bitstatement.net>

Argh, as usual the answer hits me right as I hit 'send'.

>   $TicketObj->_Set(Field => 'Status', Value => 'open', RecordTransaction => 0);

should be

$self->TicketObj->blah blah....

Now, how to get at the "old value" instead of hard-coding "open".


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From sartak at bestpractical.com  Thu Apr  2 20:32:13 2009
From: sartak at bestpractical.com (Shawn M Moore)
Date: Thu, 2 Apr 2009 20:32:13 -0400
Subject: [rt-users] restrict setting status to "resolved"
In-Reply-To: <49D5567C.1090201@bitstatement.net>
References: <49D55490.7090206@bitstatement.net>
	<49D5567C.1090201@bitstatement.net>
Message-ID: <20090403003212.GQ17922@bestpractical.com>

On Thu, Apr 02, 2009 at 05:21:16PM -0700, Tom Lahti wrote:
> Now, how to get at the "old value" instead of hard-coding "open".

$self->TransactionObj->OldValue

Shawn


From bertignac at gmail.com  Fri Apr  3 03:11:24 2009
From: bertignac at gmail.com (L B)
Date: Fri, 3 Apr 2009 09:11:24 +0200
Subject: [rt-users] 3 emails sent by correspondance by user
Message-ID: <da03fe3e0904030011u40b28102sc402c8f3cab4cd84@mail.gmail.com>

Hello,

 I have this case :
 - a (privilieged) user sends a request to RT for a task he has to do.
 - people managing tickets assign it to him, and put it in a queue he
is admincc for

So this user is requestor, owner, and admincc : he gets 3 emails on
each correspondance. Is it possible to grep|sort|uniq email addresses
before sending notifications to avoid this behaviour ?

Thanks!
-- 
L.B.


From nixon at nsc.liu.se  Fri Apr  3 05:00:37 2009
From: nixon at nsc.liu.se (Leif Nixon)
Date: Fri, 03 Apr 2009 11:00:37 +0200
Subject: [rt-users] What software is
	recommended	for	high-loaded	RT3.8-latest?
In-Reply-To: <8CEF048B9EC83748B1517DC64EA130FB37D885C9ED@off-win2003-01.ausregistrygroup.local>
	(Stuart Browne's message of "Fri\, 3 Apr 2009 09\:10\:48 +1100")
References: <49D47E15.60004@portaone.com> <49D4885A.2090505@jennic.com>
	<49D4C2CA.4050806@portaone.com> <49D51D40.9030209@bitstatement.net>
	<8CEF048B9EC83748B1517DC64EA130FB37D885C9ED@off-win2003-01.ausregistrygroup.local>
Message-ID: <m31vsa9kne.fsf@unna.nsc.liu.se>

Stuart Browne <stuart.browne at ausregistry.com.au> writes:

> In short: XFS is fast and not reliable.

I think you exaggerate a bit. We have hundreds of terabytes of storage
on XFS. We see very few reliability problems.

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From david.ocallaghan at cs.tcd.ie  Fri Apr  3 05:35:29 2009
From: david.ocallaghan at cs.tcd.ie (David O'Callaghan)
Date: Fri, 03 Apr 2009 10:35:29 +0100
Subject: [rt-users] Text formatted pages after upgrade
In-Reply-To: <155CB6D2BE449445B618D8C5115F1BB85818180C@tsmail4>
References: <155CB6D2BE449445B618D8C5115F1BB85818180C@tsmail4>
Message-ID: <49D5D861.5040006@cs.tcd.ie>

Hi,

I'm fairly new to RT so I hope this isn't too far off the mark:

On 02/04/09 22:16, Schaffer, Russell wrote:
> I have just upgraded my RT instance from 3.6.5 to 3.8.2 and am having
> one small issue.  When I go to the site none of the graphical rendering
> is present. 

I encountered this when I upgraded and the cause was that the "NoAuth"
path (used for css, images, etc.) was not accessible.

In my case the reason was that I'd migrated my RT_SiteConfig.pm from an
old host where RT was hosted at "https://oldhostname/" to a new host
where it was "https://newhostname/rt3/".

Check that $WebBaseURL, $WebPath, and $WebURL are set correctly.

Kind regards,

David

-- 
Dr David O'Callaghan
 Research Fellow - Grid-Ireland - e-INIS - Computer Architecture & Grid
School of Computer Science & Statistics,
Trinity College, Dublin 2, Ireland           Telephone: +353 1 896 1720


From elacour at easter-eggs.com  Fri Apr  3 06:19:27 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 3 Apr 2009 12:19:27 +0200
Subject: [rt-users] Output encoding, Web vs CLI
Message-ID: <20090403101926.GA14952@easter-eggs.com>

Hi all,

when I run a script using RT::Interface::CLI, everything I get (such as
a CF value or correspondance) is ISO-8859-1. Same code in a mason
template in share/html give UTF-8.

Do I miss some initialization in myu script to get UTF-8?


-----script---
#!/usr/bin/perl -w
# Extract customfields

use strict;
use lib "/home/rt/rt/lib";
use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::User;

# RT CLI initialization
CleanEnv();
RT::LoadConfig();
RT::Init();

# Get the current user all loaded
our $CurrentUser = GetCurrentUser();


my $ticket = RT::Ticket->new( $CurrentUser);
$ticket->Load(13595);
if ((my $values = $ticket->CustomFieldValues ('essai')))
{
   print $values->First->Content."\n";
}
-------------


-------Mason----
<%INIT>
my $ticket = RT::Ticket->new( $CurrentUser);
$ticket->Load(13595);
my $values = $ticket->CustomFieldValues ('essai');
</%INIT>
<% $values->First->Content %>
----------------



From alberto.villanueva at altran.es  Fri Apr  3 06:48:38 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Fri, 3 Apr 2009 12:48:38 +0200
Subject: [rt-users] Output encoding, Web vs CLI
In-Reply-To: <20090403101926.GA14952@easter-eggs.com>
References: <20090403101926.GA14952@easter-eggs.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAGXPQwtTyOdKh8n9jf56um4BAAAAAA==@altran.es>

I did with putty changing the translation to utf8.

Best regards,

ALBERTO VILLANUEVA VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Emmanuel Lacour
Enviado el: viernes, 03 de abril de 2009 12:19
Para: rt-users at lists.bestpractical.com
Asunto: [rt-users] Output encoding, Web vs CLI

Hi all,

when I run a script using RT::Interface::CLI, everything I get (such as
a CF value or correspondance) is ISO-8859-1. Same code in a mason
template in share/html give UTF-8.

Do I miss some initialization in myu script to get UTF-8?


-----script---
#!/usr/bin/perl -w
# Extract customfields

use strict;
use lib "/home/rt/rt/lib";
use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::User;

# RT CLI initialization
CleanEnv();
RT::LoadConfig();
RT::Init();

# Get the current user all loaded
our $CurrentUser = GetCurrentUser();


my $ticket = RT::Ticket->new( $CurrentUser);
$ticket->Load(13595);
if ((my $values = $ticket->CustomFieldValues ('essai')))
{
   print $values->First->Content."\n";
}
-------------


-------Mason----
<%INIT>
my $ticket = RT::Ticket->new( $CurrentUser);
$ticket->Load(13595);
my $values = $ticket->CustomFieldValues ('essai');
</%INIT>
<% $values->First->Content %>
----------------

_______________________________________________
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 alberto.villanueva at altran.es  Fri Apr  3 07:31:05 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Fri, 3 Apr 2009 13:31:05 +0200
Subject: [rt-users] Mason permissions
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAFcp/SHA4ZhDsygXbrnSwNgBAAAAAA==@altran.es>

Hi all!

 

I wrote about the problem with mason to write in 'obj' folder within
"mason_data". Again I have resolved with the same solution. 

My question is next: why does mason quit a permission of the "obj" folder? I
don't know what happens for disappearing that.

 

Thanks a lot!

 

Best regards,


ALBERTO VILLANUEVA VAL 

Consultor

____________________________________________

Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

 <http://www.altran.es> www.altran.es

 

 

 

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From elacour at easter-eggs.com  Fri Apr  3 07:34:27 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 3 Apr 2009 13:34:27 +0200
Subject: [rt-users] Output encoding, Web vs CLI
In-Reply-To: <20090403101926.GA14952@easter-eggs.com>
References: <20090403101926.GA14952@easter-eggs.com>
Message-ID: <20090403113426.GB14952@easter-eggs.com>

On Fri, Apr 03, 2009 at 12:19:27PM +0200, Emmanuel Lacour wrote:
> Hi all,
> 
> when I run a script using RT::Interface::CLI, everything I get (such as
> a CF value or correspondance) is ISO-8859-1. Same code in a mason
> template in share/html give UTF-8.
> 
> Do I miss some initialization in myu script to get UTF-8?
> 

Seems I need to do this:

$data = Encode::encode_utf8($data);

to get utf8 octets.



From markus.hummel at pyramid.de  Fri Apr  3 09:22:04 2009
From: markus.hummel at pyramid.de (Markus Hummel)
Date: Fri, 3 Apr 2009 15:22:04 +0200
Subject: [rt-users] Install RT 1.0.7
In-Reply-To: <20090402155836.GY13177@bestpractical.com>
References: <F627FDFCC6078649A5ADD613704427CF02C4862E@exch03.intern.pyramid.de>
	<20090401155602.GB5883@68-246-45-106.pools.spcsdns.net>
	<F627FDFCC6078649A5ADD613704427CF02C4871A@exch03.intern.pyramid.de>
	<20090402142016.GX13177@bestpractical.com>
	<F627FDFCC6078649A5ADD613704427CF02C48A58@exch03.intern.pyramid.de>
	<20090402155836.GY13177@bestpractical.com>
Message-ID: <F627FDFCC6078649A5ADD613704427CF02C48D00@exch03.intern.pyramid.de>

Many thanks for all your support.
I tested with different Debian and Ubuntu versions. With Debian 4 everything still works without problems. After that something changes in the perl module. If I take 6 old packages into a new system from here, this also works.

To avoid later problems with the packet management we separate the whole into different virtual machines.

Debian 4 -> RT1
Debian5/Ubuntu8 -> new ticket system

So the problem isn't solved perfectly, but the solution is absolutely sufficient ;)
Thank you.

Best regards,
Markus Hummel


-----Urspr?ngliche Nachricht-----
Von: Jesse Vincent [mailto:jesse at bestpractical.com] 
Gesendet: Donnerstag, 2. April 2009 17:59
An: Markus Hummel
Cc: Jesse Vincent; rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Install RT 1.0.7


On Thu, Apr 02, 2009 at 05:29:46PM +0200, Markus Hummel wrote:
> Actually the idea of leaving the old system 1 for 1 was. Not carrying out any change at the contents and at the appearance.
> But if it cannot be solved differently, of course this is also worth a consideration.
> 
> So remain summarizing left:
> a.) Use separate virtual machine.
> b.) Convert RT to a newer version.
> c.) Use an old(er) OS.

d) Update RT 1.0.x to work with modern infrastructure. This requires
some perl knowledge, but could be done either by a member of your team
or by folks at Best Practical.  It's probably not the cheapest option,
though.


From jul-rt at julbox.net  Fri Apr  3 09:26:36 2009
From: jul-rt at julbox.net (jul)
Date: Fri, 3 Apr 2009 15:26:36 +0200 (CEST)
Subject: [rt-users] Patch LinearEscalate to increase priiority to the
	infinite & beyond
Message-ID: <39524.82.238.40.94.1238765196.squirrel@squirrel.est-unique.net>


Hello :
Customer needs : LinearEscalate + still seing prio (dec/incr)easing after
a ticket is due.

Solution a little patch on LinearEscalate (as shiped in rt3.8.2).

If it can help.

Friendly



-- 
Julien Tayon // digital craftsman // making things simpler (when possible)

Clothes make the man.  Naked people have little or no influence on society.
		-- Mark Twain



-- 
Julien Tayon // digital craftsman // making things simpler (when possible)

<evilkalla> heh, I never took a coding class
<evilkalla> or a graphics class
<evilkalla> or a software design class
<vegan> and it shows :P
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From jesse at bestpractical.com  Fri Apr  3 10:09:48 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 3 Apr 2009 10:09:48 -0400
Subject: [rt-users] Output encoding, Web vs CLI
In-Reply-To: <20090403101926.GA14952@easter-eggs.com>
References: <20090403101926.GA14952@easter-eggs.com>
Message-ID: <20090403140948.GL13177@bestpractical.com>




On Fri, Apr 03, 2009 at 12:19:27PM +0200, Emmanuel Lacour wrote:
> Hi all,
> 
> when I run a script using RT::Interface::CLI, everything I get (such as
> a CF value or correspondance) is ISO-8859-1. Same code in a mason
> template in share/html give UTF-8.
> 
> Do I miss some initialization in myu script to get UTF-8?

I have a sneaking suspicion this is related to Locale::Maketext::Lexicon
being "smart"

What have you set your environment/locale to in that shell?
Can you reduce this to a test we can drop into the RT test suite?
> 
> 
> -----script---
> #!/usr/bin/perl -w
> # Extract customfields
> 
> use strict;
> use lib "/home/rt/rt/lib";
> use RT;
> use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
> use RT::User;
> 
> # RT CLI initialization
> CleanEnv();
> RT::LoadConfig();
> RT::Init();
> 
> # Get the current user all loaded
> our $CurrentUser = GetCurrentUser();
> 
> 
> my $ticket = RT::Ticket->new( $CurrentUser);
> $ticket->Load(13595);
> if ((my $values = $ticket->CustomFieldValues ('essai')))
> {
>    print $values->First->Content."\n";
> }
> -------------
> 
> 
> -------Mason----
> <%INIT>
> my $ticket = RT::Ticket->new( $CurrentUser);
> $ticket->Load(13595);
> my $values = $ticket->CustomFieldValues ('essai');
> </%INIT>
> <% $values->First->Content %>
> ----------------
> 
> _______________________________________________
> 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 elacour at easter-eggs.com  Fri Apr  3 10:25:30 2009
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 3 Apr 2009 16:25:30 +0200
Subject: [rt-users] Output encoding, Web vs CLI
In-Reply-To: <20090403140948.GL13177@bestpractical.com>
References: <20090403101926.GA14952@easter-eggs.com>
	<20090403140948.GL13177@bestpractical.com>
Message-ID: <20090403142529.GC14952@easter-eggs.com>

On Fri, Apr 03, 2009 at 10:09:48AM -0400, Jesse Vincent wrote:
> 
> 
> 
> I have a sneaking suspicion this is related to Locale::Maketext::Lexicon
> being "smart"
> 
> What have you set your environment/locale to in that shell?
> Can you reduce this to a test we can drop into the RT test suite?


$ locale
LANG=fr_FR.UTF-8
LC_CTYPE="fr_FR.UTF-8"
LC_NUMERIC="fr_FR.UTF-8"
LC_TIME="fr_FR.UTF-8"
LC_COLLATE="fr_FR.UTF-8"
LC_MONETARY="fr_FR.UTF-8"
LC_MESSAGES="fr_FR.UTF-8"
LC_PAPER="fr_FR.UTF-8"
LC_NAME="fr_FR.UTF-8"
LC_ADDRESS="fr_FR.UTF-8"
LC_TELEPHONE="fr_FR.UTF-8"
LC_MEASUREMENT="fr_FR.UTF-8"
LC_IDENTIFICATION="fr_FR.UTF-8"
LC_ALL=fr_FR.UTF-8
$ ./test.pl > out
$ file out
out: ISO-8859 text
$


I get proper utf-8 if I do print Encode::encode('utf-8', $data)



From jesse at bestpractical.com  Fri Apr  3 10:30:42 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 3 Apr 2009 10:30:42 -0400
Subject: [rt-users] Output encoding, Web vs CLI
In-Reply-To: <20090403142529.GC14952@easter-eggs.com>
References: <20090403101926.GA14952@easter-eggs.com>
	<20090403140948.GL13177@bestpractical.com>
	<20090403142529.GC14952@easter-eggs.com>
Message-ID: <20090403143042.GN13177@bestpractical.com>


> LC_ALL=fr_FR.UTF-8
> $ ./test.pl > out
> $ file out
> out: ISO-8859 text
> $

Oh. Hang on. Perl ALWAYS magically autopromotes things to Latin-1 if 
you're not both careful and explicit. perluniintro starts to explain the
problem.


From david.ocallaghan at cs.tcd.ie  Fri Apr  3 10:56:54 2009
From: david.ocallaghan at cs.tcd.ie (David O'Callaghan)
Date: Fri, 03 Apr 2009 15:56:54 +0100
Subject: [rt-users] New queue not shown in drop down
Message-ID: <49D623B6.1050903@cs.tcd.ie>

Hi,

I'm having a problem with a new queue I created. Tickets for the new
queue arrive correctly via the mail interface and show up in the list of
new tickets, and the Quick Search. If I show the ticket it has the
correct queue name under Basics.

However, I cannot select the queue in the Basics, Bulk Update, New
Ticket, Query Builder, etc. For example, if I try to modify the Basics,
the currently selected queue is shown as "-".

I think I've got all necessary rights on the queue...

I should add that I have recently upgraded from 3.2.2 on FC 2 to 3.8.2
on RHEL 5, apparently without problems.

Any suggestions?

Kind regards,

David
-- 
Dr David O'Callaghan
 Research Fellow - Grid-Ireland - e-INIS - Computer Architecture & Grid
School of Computer Science & Statistics,
Trinity College, Dublin 2, Ireland           Telephone: +353 1 896 1720


From dominic.hargreaves at oucs.ox.ac.uk  Fri Apr  3 11:04:52 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Fri, 3 Apr 2009 16:04:52 +0100
Subject: [rt-users] New queue not shown in drop down
In-Reply-To: <49D623B6.1050903@cs.tcd.ie>
References: <49D623B6.1050903@cs.tcd.ie>
Message-ID: <20090403150451.GD7761@gunboat-diplomat.oucs.ox.ac.uk>

On Fri, Apr 03, 2009 at 03:56:54PM +0100, David O'Callaghan wrote:
> I'm having a problem with a new queue I created. Tickets for the new
> queue arrive correctly via the mail interface and show up in the list of
> new tickets, and the Quick Search. If I show the ticket it has the
> correct queue name under Basics.
> 
> However, I cannot select the queue in the Basics, Bulk Update, New
> Ticket, Query Builder, etc. For example, if I try to modify the Basics,
> the currently selected queue is shown as "-".
> 
> I think I've got all necessary rights on the queue...
> 
> I should add that I have recently upgraded from 3.2.2 on FC 2 to 3.8.2
> on RHEL 5, apparently without problems.
> 
> Any suggestions?

Can you see the new queue if you log out and back in again?

I reported this as a bug:

http://rt3.fsck.com/Ticket/Display.html?id=12838

(login: guest/guest)

but this behaviour is as designed.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From david.ocallaghan at cs.tcd.ie  Fri Apr  3 11:25:18 2009
From: david.ocallaghan at cs.tcd.ie (David O'Callaghan)
Date: Fri, 03 Apr 2009 16:25:18 +0100
Subject: [rt-users] New queue not shown in drop down
In-Reply-To: <20090403150451.GD7761@gunboat-diplomat.oucs.ox.ac.uk>
References: <49D623B6.1050903@cs.tcd.ie>
	<20090403150451.GD7761@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <49D62A5E.5020804@cs.tcd.ie>

Hi Dominic,

On 03/04/09 16:04, Dominic Hargreaves wrote:
> Can you see the new queue if you log out and back in again?
> 
> I reported this as a bug:
> 
> http://rt3.fsck.com/Ticket/Display.html?id=12838
> 
> (login: guest/guest)
> 
> but this behaviour is as designed.

Yes, it's the same issue and your suggestion worked. I suppose I'll live
with it for now.

Thanks,

David

-- 
Dr David O'Callaghan
 Research Fellow - Grid-Ireland - e-INIS - Computer Architecture & Grid
School of Computer Science & Statistics,
Trinity College, Dublin 2, Ireland           Telephone: +353 1 896 1720


From Charles.Kugelman at kaplan.com  Fri Apr  3 11:35:45 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Fri, 3 Apr 2009 11:35:45 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>

Greetings RT Gurus!

 

 

--Problem--

Every morning when I sit down at my desk and point my browser to RT, it
hangs when the login page should be displayed. Usually I've just
performed a "service httpd restart" to resolve the problem. This
morning, I just let it sit and load for in excess of 20 minutes, and the
page finally appeared, after which RT seemed to be performing fine -
even if I restart my browser and head back to the logon page. This did
happen in the middle of the day yesterday as well, to which I restarted
httpd, as normal. This, obviously, won't work for production (which we
plan on this system being shortly). I'm sending this message in the hope
that someone can assist me with this problem.

 

 

--Relevant Info--

- RT Version: 3.8.2

- HTTPD Package (RPM): httpd-2.2.3-6.el5

- Mod_Perl Package (RPM): mod_perl-2.0.2-6.1

- Perl Package (RPM): perl-5.8.8-18.el5 

- OS: RedHat Enterprise Linux 5

- Oracle Client: 10.2, Instant Client

- Oracle Server (remote server): 11g

- Mail Package (RPM): postfix-2.3.3-2

- I've done some digging in the archives and found the post by Dirk Pape
(subject: Performance-Bug in SelfService when updated from 3.6.1 to
3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be very
close to what I'm seeing. But the resolution that Dirk used doesn't seem
to apply to the current version of RT, as "@roles => ('Watcher')" is
already set in the html/SelfService/Elements/MyRequests file by default.
And my seems to be with the logon page.

- I have added the following lines to httpd.conf in order to force
http:// requests to use https:// (don't know if this may have some sort
of impact).

 

          RewriteEngine On

RewriteCond %{HTTPS} off

RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}

 

- Could the way Postfix is configured be causing this problem? The
problem seemed to come into play when I started working on the mail
components.

 

 

--Non-Standard Features Being Used--

- SSL (on the front end)

- RT External Auth Plugin (authenticating successfully against AD)

 

 

--What Seem to be Relevant Error Log Outputs--

- /var/log/httpd/access_log: The error below seems to be appearing quite
frequenetly. I'm not sure if it's related or not, but doesn't look good.


 

(RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-" "libwww-perl/5.805"

 

- None of the other logs that I've checked (httpd error_log, rt log)
appear to have anything of relevance to this problem. 

 

 

Thanks in advance for any assistance you may be able to offer.

 

-CK

 

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From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr  3 14:05:43 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 03 Apr 2009 14:05:43 -0400
Subject: [rt-users] New queue not shown in drop down
In-Reply-To: <20090403150451.GD7761@gunboat-diplomat.oucs.ox.ac.uk>
References: <49D623B6.1050903@cs.tcd.ie>
	<20090403150451.GD7761@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <49D64FF7.7070508@ucrwcu.rwc.uc.edu>



Dominic Hargreaves wrote:
> On Fri, Apr 03, 2009 at 03:56:54PM +0100, David O'Callaghan wrote:
>   
>> I'm having a problem with a new queue I created. Tickets for the new
>> queue arrive correctly via the mail interface and show up in the list of
>> new tickets, and the Quick Search. If I show the ticket it has the
>> correct queue name under Basics.
>>
>> However, I cannot select the queue in the Basics, Bulk Update, New
>> Ticket, Query Builder, etc. For example, if I try to modify the Basics,
>> the currently selected queue is shown as "-".
>>
>> I think I've got all necessary rights on the queue...
>>
>> I should add that I have recently upgraded from 3.2.2 on FC 2 to 3.8.2
>> on RHEL 5, apparently without problems.
>>
>> Any suggestions?
>>     
>
> Can you see the new queue if you log out and back in again?
>
> I reported this as a bug:
>
> http://rt3.fsck.com/Ticket/Display.html?id=12838
>
> (login: guest/guest)
>
> but this behaviour is as designed.
>   

I believe it has to do with caching so that every page load doesn't have 
to do ACL checks on queue rights, but I may be mistaken.


-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From toml at bitstatement.net  Fri Apr  3 15:16:17 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 03 Apr 2009 12:16:17 -0700
Subject: [rt-users] RT-Mailgate hack to remove quoted replies
Message-ID: <49D66081.3080406@bitstatement.net>

I am having an awful time with getting users to remove quoted text from
replies.  I've begun looking at rt-mailgate code to figure a way to remove
the "---- Original Message ----" and below it that Outlook creates when you
hit reply.

the write_down_message() function seems to either create a temp file or use
memory to take the message from STDIN.  I thought about stripping it down
during reading from STDIN but its being read in binmode 8k at a time, so the
"---- Original Message ----" might be broken across chunks.  So that won't work.

After write_down_message(), I could simply regex it into oblivion -- if its
in memory.  If its in the temp file... it doesn't seem like a scalable
solution to read the temp file and re-write it.  We've already written the
message to the temp file once.

What I'd like to do is go back to write_down_message() and look for the key
line, and do some sneaky read-ahead of a few bytes into the next buffer if
the end of the buffer _could_ be a broken "Original Message" line, and then
seek back to the beginning of that chunk if it isn't.

Finally,  I suspect that Outlook puts attachments after the body, in which
case an email reply that contains attachments would get the attachments
dropped unless I keep reading for a MIME boundary, in which case I have to
know what the boundary is in the first place, which means parsing the header.

Has anyone else done anything like this already, or am I venturing into
uncharted waters here?  Does my plan sound decent, or am I crazy for even
thinking of it?

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jrhett at netconsonance.com  Fri Apr  3 16:47:02 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 3 Apr 2009 13:47:02 -0700
Subject: [rt-users] 3 emails sent by correspondance by user
In-Reply-To: <da03fe3e0904030011u40b28102sc402c8f3cab4cd84@mail.gmail.com>
References: <da03fe3e0904030011u40b28102sc402c8f3cab4cd84@mail.gmail.com>
Message-ID: <D936EB85-9B30-4E61-ACF9-03266368F50B@netconsonance.com>

On Apr 3, 2009, at 12:11 AM, L B wrote:
> I have this case :
> - a (privilieged) user sends a request to RT for a task he has to do.
> - people managing tickets assign it to him, and put it in a queue he
> is admincc for
>
> So this user is requestor, owner, and admincc : he gets 3 emails on
> each correspondance. Is it possible to grep|sort|uniq email addresses
> before sending notifications to avoid this behaviour ?


There is address duplication prevention code in RT, but it only  
operates on a per-message basis.  The way we solved this problem was  
to unify the scrips so that less messages were sent.  If you have  
owner and admincc being sent e-mail by the same Scrip, then it will  
cut from two to one.

I haven't found a solution to Requestor and AdminCC duplicates,  
because AdminCC is sent a different template.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From kmckinnis at tivo.com  Fri Apr  3 18:53:37 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 3 Apr 2009 15:53:37 -0700
Subject: [rt-users] Rt stuck while converting us-ascii to utf-8 for
	text/plain
Message-ID: <79E0423E511EB7469840F12A98F81BC804394A311A@CORPEX01.Tivo.com>

Hi! Running RT 3.4.5 (yes, I know it's outdated, there are reasons for not upgrading) on Rhel4u4. I've been having some wonky problems lately, despite not making any changes. Today's weirdness is a ticket from a customer submitted via email showing up in the rt log but never making it to a queue. I'm seeing the following message containing the email subject in /var/log/rt/rt.log.

[Fri Apr  3 20:51:55 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks
 (/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr  3 21:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks
(/usr/lib/rt/RT/I18N.pm:226)

[Fri Apr  3 22:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - attn: Kim tivomgt01 sending countless events to our monitoring system, please investigate and advise/ thanks
(/usr/lib/rt/RT/I18N.pm:226)

What could prevent it from not doing this conversion? I assume that's what's causing it to get stuck. Is there anything else useful I can look at to diagnose this or kick it into gear? Thanks!



~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From kmckinnis at tivo.com  Fri Apr  3 19:40:03 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 3 Apr 2009 16:40:03 -0700
Subject: [rt-users] rt system time
Message-ID: <79E0423E511EB7469840F12A98F81BC804394A313A@CORPEX01.Tivo.com>

Can I force my RT install to use the system time/time zone?
The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to Set($Timezone, 'US/Pacific');, but I'm noticing that the rt.log is logging 7 hours ahead (GMT?) Should I care? What's the point of setting the timezone if we're logging in UTC/GMT?

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From jrhett at netconsonance.com  Fri Apr  3 21:34:12 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 3 Apr 2009 18:34:12 -0700
Subject: [rt-users] rt system time
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804394A313A@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804394A313A@CORPEX01.Tivo.com>
Message-ID: <6D5EF81C-AD65-4F65-8DC8-9203C91AFA12@netconsonance.com>

On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote:
> Can I force my RT install to use the system time/time zone?
> The system time is correct, and /etc/rt/RT_SiteConfig.pm has always  
> been set to Set($Timezone, 'US/Pacific');, but I?m noticing that the  
> rt.log is logging 7 hours ahead (GMT?) Should I care? What?s the  
> point of setting the timezone if we?re logging in UTC/GMT?

Is US/Pacific a timezone on your system?   For example, I had this  
same problem until I realized that on FreeBSD I needed to use America/ 
Los_Angeles

ls /usr/share/zoneinfo (or it's equivalent on your system) will show  
you the accepted names.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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From adam.clarke at strategicdata.com.au  Sat Apr  4 04:24:26 2009
From: adam.clarke at strategicdata.com.au (Adam Clarke)
Date: Sat, 4 Apr 2009 19:24:26 +1100
Subject: [rt-users] RT-Mailgate hack to remove quoted replies
In-Reply-To: <49D66081.3080406@bitstatement.net>
References: <49D66081.3080406@bitstatement.net>
Message-ID: <CD5684E8-2B34-4A90-9473-8674D002D664@strategicdata.com.au>

On 04/04/2009, at 6:16 AM, Tom Lahti wrote:

> I am having an awful time with getting users to remove quoted text  
> from
> replies.  I've begun looking at rt-mailgate code to figure a way to  
> remove
> the "---- Original Message ----" and below it that Outlook creates  
> when you
> hit reply.
>
> the write_down_message() function seems to either create a temp file  
> or use
> memory to take the message from STDIN.  I thought about stripping it  
> down
> during reading from STDIN but its being read in binmode 8k at a  
> time, so the
> "---- Original Message ----" might be broken across chunks.  So that  
> won't work.
>
> After write_down_message(), I could simply regex it into oblivion --  
> if its
> in memory.  If its in the temp file... it doesn't seem like a scalable
> solution to read the temp file and re-write it.  We've already  
> written the
> message to the temp file once.
>
> What I'd like to do is go back to write_down_message() and look for  
> the key
> line, and do some sneaky read-ahead of a few bytes into the next  
> buffer if
> the end of the buffer _could_ be a broken "Original Message" line,  
> and then
> seek back to the beginning of that chunk if it isn't.
>
> Finally,  I suspect that Outlook puts attachments after the body, in  
> which
> case an email reply that contains attachments would get the  
> attachments
> dropped unless I keep reading for a MIME boundary, in which case I  
> have to
> know what the boundary is in the first place, which means parsing  
> the header.

I don't think it is crazy to want to solve the problem but I suspect  
you would regret the method by which you are considering solving it.

I haven't tried this, but if I were going to I would do it on  
retrieval and display rather than by altering the message on the way  
in. That way when it turns out your parsing is imperfect you haven't  
damaged the original and you might even offer the user a way to  
recover by peeking at the original.

Cheers
--
Adam Clarke
www.strategicdata.com.au




From aaron at guise.net.nz  Sat Apr  4 23:17:07 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Sun, 5 Apr 2009 15:17:07 +1200
Subject: [rt-users] Database help
In-Reply-To: <49D3F527.1010803@lbl.gov>
References: <c8c01a250904011423i7f8e4ee6r770868428a159564@mail.gmail.com> 
	<49D3DCCF.8070106@bitstatement.net> <49D3F527.1010803@lbl.gov>
Message-ID: <c8c01a250904042017ia8227fdrb95e29aa6d7006b7@mail.gmail.com>

Thanks Ken,  That did the trick perfectly.  Now I have been able to utilize
Perl and MySQL to provide a means of emailing reminders to them when they
fall due.  I was unable to get the rtremind script from the wiki working and
hence have now created my own.  Many thanks for pointing me in the right
direction, but in hindsight I should have guessed they were n the Tickets
table.

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *



On Thu, Apr 2, 2009 at 11:13 AM, Ken Crocker <kfcrocker at lbl.gov> wrote:

>  Tom,
>
>     Reminders ARE tickets. You will find them in the TICKETS table with
> Type = 'reminder'. All information that is available at the Ticket level is
> there for the reminder (Due Date, Started, Resolved, CreatedBy, Status,
> etc.). However, reminders do NOT go away automatically. If I remember
> correctly (damn. Should have created a reminder for this one, ;-), you have
> to disable them from the originating ticket. Even if the ticket is resolved,
> you can go to it and modify it to turn off the reminder. A simple SQL would
> suffice for finding reminders on tickets that have been resolved. Hope this
> helps.
>
>
> Kenn
> LBNL
>
> On 4/1/2009 2:29 PM, Tom Lahti wrote:
>
>  This is probably a silly question but I just wonder if anyone is aware at
> the database level how I would locate a reminder and it's due date? I have
> looked about and can't see it for the life of me.
>
>
>  Better yet... is there an (as yet undocumented) REST URI for
> reading/setting/deleting reminders?
>
>
>
>
>
> _______________________________________________
> 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 georgetravan at gmail.com  Sun Apr  5 03:35:40 2009
From: georgetravan at gmail.com (George Travan)
Date: Sun, 5 Apr 2009 17:05:40 +0930
Subject: [rt-users] Asset Tracker Examples
Message-ID: <63f062700904050035r7c32ea25qa0b5c44d6faf9069@mail.gmail.com>

Any demo sites exist which have "Asset Tracker" installed?

I also can't seem to find any documentation on this feature. Does it exist
somewhere? Not just install, but configuration examples.

I would be very interested in seeing what people have managed to do with
this feature.

thanks for any info.

/Geo
georgetravan at gmail.com
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From manu at netbsd.org  Sun Apr  5 10:46:51 2009
From: manu at netbsd.org (Emmanuel Dreyfus)
Date: Sun, 5 Apr 2009 16:46:51 +0200
Subject: [rt-users] users created from external authentication
Message-ID: <1ixpl40.1ysk6innbxuomM%manu@netbsd.org>

Hello

I'd like to use external authentication. The web server populates the
environement with REMOTE_USER, but also with various information about
the user, such as e-mail address, phonr, organization...

Stock RT will only set username and gecos from REMOTE_USER. As I
understand the code, I need so subclass
RT::Interface::Web::WebExternalAutoInfo if I want to add the logic to
read the other variables. Is there any example of how this should be
done?

-- 
Emmanuel Dreyfus
http://hcpnet.free.fr/pubz
manu at netbsd.org


From georgetravan at gmail.com  Mon Apr  6 01:58:18 2009
From: georgetravan at gmail.com (George Travan)
Date: Mon, 6 Apr 2009 15:28:18 +0930
Subject: [rt-users] iCal "Localhost"
Message-ID: <63f062700904052258g2b184c33oae2a5aa97e4faba4@mail.gmail.com>

Installed RT 3.8.2 and it works very well. What I have noticed is after
doing a ticket search, the iCAL heading points to "localhost". ie
http://localhost//NoAuth/iCal/......
 All the other links within RT resolve properly ie.  http://rt.example.com/
.......
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From nastlinux at gmail.com  Mon Apr  6 02:27:33 2009
From: nastlinux at gmail.com (nast linux)
Date: Mon, 6 Apr 2009 13:27:33 +0700
Subject: [rt-users] Apache failed
Message-ID: <5e5450110904052327t53d59cbdy8ce460396e81777@mail.gmail.com>

Dear All,

My OS is ubuntu, I installed RT 3.8.1 by following this guide
http://wiki.bestpractical.com/view/Ubuntu_8.04.1.
I already followed the steps untill "Replace 000_default file" then I
tried to run apache 2, but it was failed, then I checked at error.log
:

[Wed Apr 01 16:03:43 2009] [error] Couldn't load RT config file
RT_SiteConfig.pm:\n\nsyntax error at /opt/rt3/etc/RT_SiteConfig.pm
line 75, near ") with the "\nCompilation failed in require at
/opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation
aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in
require at (eval 2) line 1.\n
[Wed Apr 01 16:03:43 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server nast-linux:0, exiting...

How to solve this error?

Thanks,
ns


From chaim.rieger at gmail.com  Mon Apr  6 02:59:21 2009
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Mon, 6 Apr 2009 06:59:21 +0000
Subject: [rt-users] Apache failed
Message-ID: <627819092-1239001180-cardhu_decombobulator_blackberry.rim.net-1785957881-@bxe1224.bisx.prod.on.blackberry>

Check permissions


------Original Message------
From: nast linux
Sender: rt-users-bounces at lists.bestpractical.com
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Apache failed
Sent: Apr 5, 2009 23:27

Dear All,

My OS is ubuntu, I installed RT 3.8.1 by following this guide
http://wiki.bestpractical.com/view/Ubuntu_8.04.1.
I already followed the steps untill "Replace 000_default file" then I
tried to run apache 2, but it was failed, then I checked at error.log
:

[Wed Apr 01 16:03:43 2009] [error] Couldn't load RT config file
RT_SiteConfig.pm:\n\nsyntax error at /opt/rt3/etc/RT_SiteConfig.pm
line 75, near ") with the "\nCompilation failed in require at
/opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation
aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in
require at (eval 2) line 1.\n
[Wed Apr 01 16:03:43 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server nast-linux:0, exiting...

How to solve this error?

Thanks,
ns
_______________________________________________
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


Sent via BlackBerry from T-Mobile

From c_apotla at qualcomm.com  Mon Apr  6 07:53:20 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Mon, 6 Apr 2009 04:53:20 -0700
Subject: [rt-users] Apache failed
In-Reply-To: <5e5450110904060152p99d72b0p63188a58fea4b940@mail.gmail.com>
References: <5e5450110904052327t53d59cbdy8ce460396e81777@mail.gmail.com>
	<B8CF6A0DF94F2F4089443B2386DDE667C3250A0B@NASANEXMB01.na.qualcomm.com>,
	<5e5450110904060152p99d72b0p63188a58fea4b940@mail.gmail.com>
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C3250A0C@NASANEXMB01.na.qualcomm.com>

The 75th line 'replace (user) with the user you want to bind with' appears to be a part of a comment.

Place a '#' at the beginning of this line to comment it out. Restart apache.

-Ashish
________________________________________
From: nast linux [nastlinux at gmail.com]
Sent: Monday, April 06, 2009 2:22 PM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Apache failed

Thank for reply.
Please find RT_SiteConfig.pm at attachment below:

On 4/6/09, Potla, Ashish Bassaliel <c_apotla at qualcomm.com> wrote:
> Can you post your RT_SiteConfig.pm ? Seems like there is a syntax error at
> line 75?
>
> -Ashish
> ________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [rt-users-bounces at lists.bestpractical.com] On Behalf Of nast linux
> [nastlinux at gmail.com]
> Sent: Monday, April 06, 2009 11:57 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Apache failed
>
> Dear All,
>
> My OS is ubuntu, I installed RT 3.8.1 by following this guide
> http://wiki.bestpractical.com/view/Ubuntu_8.04.1.
> I already followed the steps untill "Replace 000_default file" then I
> tried to run apache 2, but it was failed, then I checked at error.log
> :
>
> [Wed Apr 01 16:03:43 2009] [error] Couldn't load RT config file
> RT_SiteConfig.pm:\n\nsyntax error at /opt/rt3/etc/RT_SiteConfig.pm
> line 75, near ") with the "\nCompilation failed in require at
> /opt/rt3/bin/../lib/RT/Config.pm line 410.\nBEGIN failed--compilation
> aborted at /opt/rt3/bin/webmux.pl line 101.\nCompilation failed in
> require at (eval 2) line 1.\n
> [Wed Apr 01 16:03:43 2009] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server nast-linux:0, exiting...
>
> How to solve this error?
>
> Thanks,
> ns
> _______________________________________________
> 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 Charles.Kugelman at kaplan.com  Mon Apr  6 08:32:44 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Mon, 6 Apr 2009 08:32:44 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>

Update on this:

 

I've updated httpd, httpd-devel, mod_perl, mod_ssl to the latest
version. Problem still exists.

 

One additional thing to note is that this is running as a virtual
machine (on ESX) with 1GB of memory allocated.

 

-CK

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Friday, April 03, 2009 11:36 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)

 

Greetings RT Gurus!

 

 

--Problem--

Every morning when I sit down at my desk and point my browser to RT, it
hangs when the login page should be displayed. Usually I've just
performed a "service httpd restart" to resolve the problem. This
morning, I just let it sit and load for in excess of 20 minutes, and the
page finally appeared, after which RT seemed to be performing fine -
even if I restart my browser and head back to the logon page. This did
happen in the middle of the day yesterday as well, to which I restarted
httpd, as normal. This, obviously, won't work for production (which we
plan on this system being shortly). I'm sending this message in the hope
that someone can assist me with this problem.

 

 

--Relevant Info--

- RT Version: 3.8.2

- HTTPD Package (RPM): httpd-2.2.3-6.el5

- Mod_Perl Package (RPM): mod_perl-2.0.2-6.1

- Perl Package (RPM): perl-5.8.8-18.el5 

- OS: RedHat Enterprise Linux 5

- Oracle Client: 10.2, Instant Client

- Oracle Server (remote server): 11g

- Mail Package (RPM): postfix-2.3.3-2

- I've done some digging in the archives and found the post by Dirk Pape
(subject: Performance-Bug in SelfService when updated from 3.6.1 to
3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be very
close to what I'm seeing. But the resolution that Dirk used doesn't seem
to apply to the current version of RT, as "@roles => ('Watcher')" is
already set in the html/SelfService/Elements/MyRequests file by default.
And my seems to be with the logon page.

- I have added the following lines to httpd.conf in order to force
http:// requests to use https:// (don't know if this may have some sort
of impact).

 

          RewriteEngine On

RewriteCond %{HTTPS} off

RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}

 

- Could the way Postfix is configured be causing this problem? The
problem seemed to come into play when I started working on the mail
components.

 

 

--Non-Standard Features Being Used--

- SSL (on the front end)

- RT External Auth Plugin (authenticating successfully against AD)

 

 

--What Seem to be Relevant Error Log Outputs--

- /var/log/httpd/access_log: The error below seems to be appearing quite
frequenetly. I'm not sure if it's related or not, but doesn't look good.


 

(RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-" "libwww-perl/5.805"

 

- None of the other logs that I've checked (httpd error_log, rt log)
appear to have anything of relevance to this problem. 

 

 

Thanks in advance for any assistance you may be able to offer.

 

-CK

 

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.5.283 / Virus Database: 270.11.38/2037 - Release Date:
04/03/09 06:19:00


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From jesse at bestpractical.com  Mon Apr  6 10:51:06 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 6 Apr 2009 10:51:06 -0400
Subject: [rt-users] Rt stuck while converting us-ascii to utf-8
	for	text/plain
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804394A311A@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804394A311A@CORPEX01.Tivo.com>
Message-ID: <20090406145106.GC5422@173-115-41-95.pools.spcsdns.net>




On Fri  3.Apr'09 at 15:53:37 -0700, Kimberly McKinnis wrote:
>    Hi! Running RT 3.4.5 (yes, I know it's outdated, there are reasons for not
>    upgrading) on Rhel4u4. I've been having some wonky problems lately,
>    despite not making any changes. Today's weirdness is a ticket from a
>    customer submitted via email showing up in the rt log but never making it
>    to a queue. I'm seeing the following message containing the email subject
>    in /var/log/rt/rt.log.
> 

I'd be tthat it's actually a large message timing out before RT writes
it, causing the MTA to redeliver. In terms of logging, I'd probably
turn down logs to not show [debug] level messages and consider upping
your rt-mailgate's --timeout argument (ory our webserver's FastCGI
timeout)

Also, consider running mysqltuner.pl and seeing if it tells you anything
useful.

> 
> 
>    [Fri Apr  3 20:51:55 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>    text/plain - attn: Kim tivomgt01 sending countless events to our
>    monitoring system, please investigate and advise/ thanks
> 
>     (/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>    [Fri Apr  3 21:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>    text/plain - attn: Kim tivomgt01 sending countless events to our
>    monitoring system, please investigate and advise/ thanks
> 
>    (/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>    [Fri Apr  3 22:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>    text/plain - attn: Kim tivomgt01 sending countless events to our
>    monitoring system, please investigate and advise/ thanks
> 
>    (/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>    What could prevent it from not doing this conversion? I assume that's
>    what's causing it to get stuck. Is there anything else useful I can look
>    at to diagnose this or kick it into gear? Thanks!
> 
> 
> 
> 
> 
> 
> 
>    ~~
> 
>    Kimberly McKinnis
> 
>    System Operations Engineer
> 
>    Service Provider Division, TiVo Inc
> 
>    408-519-9607
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 

> _______________________________________________
> 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 phanoko at gmail.com  Mon Apr  6 13:06:59 2009
From: phanoko at gmail.com (matt wells)
Date: Mon, 6 Apr 2009 17:06:59 +0000
Subject: [rt-users] Custom Field deletes after writing
Message-ID: <f173483f0904061006q6f3ea94bma8d473148795d8c2@mail.gmail.com>

I have a custom field for a ticket summary.  The CF is a "Fill in one wiki
text area" and as my user submits text to the CF the ticket shows it writes
the CF and then deletes it in the same second.

Below is the error in the ticket..
# Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09. added
# Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09 . deleted
# Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . added
# Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . deleted
# Thu Apr 02 18:54:32 2009 pparker - Example (text) 04/06/09 added
I added the () and / that were in the orginal text to show that it had
these.

Below are the group permissions for the CF and the queue the ticket resides
the group has full access.

# Spiderman-Group
Current rights
ModifyCustomField
SeeCustomField

I noticed that the last one that added did not have a trailing '.' to end
the sentence.  This can't be it can it?  I should be able to end my sentence
right?

RT Version
RT v3.6.4;
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From kfcrocker at lbl.gov  Mon Apr  6 13:42:07 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 06 Apr 2009 10:42:07 -0700
Subject: [rt-users] Custom Field deletes after writing
In-Reply-To: <f173483f0904061006q6f3ea94bma8d473148795d8c2@mail.gmail.com>
References: <f173483f0904061006q6f3ea94bma8d473148795d8c2@mail.gmail.com>
Message-ID: <49DA3EEF.5060101@lbl.gov>

Matt,


    I'd be willing to bet ALOT of money, that your scrip uses a RT 
condition (On Create, On Resolve, etc) instead of a "user-defined" one 
AND, the stage is "TransactionCreate".


Kenn
LBNL

On 4/6/2009 10:06 AM, matt wells wrote:
> I have a custom field for a ticket summary.  The CF is a "Fill in one 
> wiki text area" and as my user submits text to the CF the ticket shows 
> it writes the CF and then deletes it in the same second.
>
> Below is the error in the ticket..
> # Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09. added
> # Thu Apr 02 18:52:24 2009 pparker - Example (text) 04/06/09 . deleted
> # Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . added
> # Thu Apr 02 18:53:12 2009 pparker - Example (text) 04/06/09 . deleted
> # Thu Apr 02 18:54:32 2009 pparker - Example (text) 04/06/09 added
> I added the () and / that were in the orginal text to show that it had 
> these.
>
> Below are the group permissions for the CF and the queue the ticket 
> resides the group has full access.
>
> # Spiderman-Group
> Current rights
> ModifyCustomField
> SeeCustomField
>
> I noticed that the last one that added did not have a trailing '.' to 
> end the sentence.  This can't be it can it?  I should be able to end 
> my sentence right?
>
> RT Version
> RT v3.6.4;
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 Charles.Kugelman at kaplan.com  Mon Apr  6 13:53:50 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Mon, 6 Apr 2009 13:53:50 -0400
Subject: [rt-users] Description Displaying in From Fiend in Email Instead of
	Address
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C3BBBC8@EXKPBYSB1.alpha.kaplaninc.com>

All,

 

My queue description is appearing in the From field on email messages
sent by RT.

 

I'm not sure where in RT I would go to change this behavior.

 

Any ideas?

 

-CK

 

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From kfcrocker at lbl.gov  Mon Apr  6 14:08:54 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 06 Apr 2009 11:08:54 -0700
Subject: [rt-users] Description Displaying in From Fiend in Email
 Instead of	Address
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C3BBBC8@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C3BBBC8@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <49DA4536.9050200@lbl.gov>

Charles,


    You can override this a couple of ways. One is to change your 
RT_SiteConfig.pm. The other is to replace the "From:" heading in ALL the 
templates you use with what you want. The following is an example of 
what we have for ALL our templates:

Subject: Request Titled: "{$Ticket->Subject}" has been Rejected!

-----------------------------------------------------------------------------
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}

    You could do the same thing like this:

From: {$Ticket->OwnerObj->Name}

-----------------------------------------------------------------------------
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}

    In this example, I'm replaceing the "From:" that normally appears 
with the name of the ticket owner. You also have to be sure to following 
ANY header replacement line with a blank line just before the body. Hope 
this helps.


Kenn
LBNL

On 4/6/2009 10:53 AM, Charles Kugelman wrote:
>
> All,
>
>  
>
> My queue description is appearing in the From field on email messages 
> sent by RT.
>
>  
>
> I'm not sure where in RT I would go to change this behavior.
>
>  
>
> Any ideas?
>
>  
>
> **-CK****
>
>  
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 Charles.Kugelman at kaplan.com  Mon Apr  6 14:28:19 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Mon, 6 Apr 2009 14:28:19 -0400
Subject: [rt-users] Description Displaying in From Fiend in Email
	Instead of	Address
In-Reply-To: <49DA4536.9050200@lbl.gov>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C3BBBC8@EXKPBYSB1.alpha.kaplaninc.com>
	<49DA4536.9050200@lbl.gov>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C3BBC42@EXKPBYSB1.alpha.kaplaninc.com>

Ken,

 

Your template suggestion is working well. Thank you!

 

-CK

 

________________________________

From: Ken Crocker [mailto:kfcrocker at lbl.gov] 
Sent: Monday, April 06, 2009 2:09 PM
To: Charles Kugelman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Description Displaying in From Fiend in Email
Instead of Address

 

Charles,


    You can override this a couple of ways. One is to change your
RT_SiteConfig.pm. The other is to replace the "From:" heading in ALL the
templates you use with what you want. The following is an example of
what we have for ALL our templates:

Subject: Request Titled: "{$Ticket->Subject}" has been Rejected!

------------------------------------------------------------------------
-----
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}

    You could do the same thing like this:

From: {$Ticket->OwnerObj->Name}

------------------------------------------------------------------------
-----
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}

    In this example, I'm replaceing the "From:" that normally appears
with the name of the ticket owner. You also have to be sure to following
ANY header replacement line with a blank line just before the body. Hope
this helps.


Kenn
LBNL

On 4/6/2009 10:53 AM, Charles Kugelman wrote: 

All,

 

My queue description is appearing in the From field on email messages
sent by RT.

 

I'm not sure where in RT I would go to change this behavior.

 

Any ideas?

 

-CK

 

 



________________________________



 
_______________________________________________
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 jpierce at cambridgeenergyalliance.org  Mon Apr  6 15:00:05 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 6 Apr 2009 15:00:05 -0400
Subject: [rt-users] RT-Mailgate hack to remove quoted replies
In-Reply-To: <CD5684E8-2B34-4A90-9473-8674D002D664@strategicdata.com.au>
References: <49D66081.3080406@bitstatement.net>
	<CD5684E8-2B34-4A90-9473-8674D002D664@strategicdata.com.au>
Message-ID: <be7163f0904061200v6e413f4bo115e0d8a4ba45711@mail.gmail.com>

> in. That way when it turns out your parsing is imperfect you haven't
> damaged the original and you might even offer the user a way to
> recover by peeking at the original.
More specifically, I'd recommend doing it the same way RT handles
letting users see the outgoing messages. Don't show it on Display.html,
but do on History.html.

Incidentally, if you manage to get a robust version of this working I'd
be interested in adopting it too.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From Gary.Greene at minervanetworks.com  Mon Apr  6 15:26:18 2009
From: Gary.Greene at minervanetworks.com (Gary Greene)
Date: Mon, 6 Apr 2009 12:26:18 -0700
Subject: [rt-users] RT-Mailgate hack to remove quoted replies
In-Reply-To: <be7163f0904061200v6e413f4bo115e0d8a4ba45711@mail.gmail.com>
References: <49D66081.3080406@bitstatement.net><CD5684E8-2B34-4A90-9473-8674D002D664@strategicdata.com.au>
	<be7163f0904061200v6e413f4bo115e0d8a4ba45711@mail.gmail.com>
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B0204DF35@scmail-00.minervanetworks.com>

There are a number of interesting mods that I've noted he's working on that I'm interested in. (For instance the scrip changes to enforce only requesters can change the ticket's status, etc.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Tel:  (408) 240-1239
Cell: (650) 704-6633
 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Jerrad Pierce
> Sent: Monday, April 06, 2009 12:00 PM
> To: Tom Lahti; rt-users Users
> Subject: Re: [rt-users] RT-Mailgate hack to remove quoted replies
> 
> > in. That way when it turns out your parsing is imperfect you haven't
> > damaged the original and you might even offer the user a way to
> > recover by peeking at the original.
> More specifically, I'd recommend doing it the same way RT handles
> letting users see the outgoing messages. Don't show it on 
> Display.html,
> but do on History.html.
> 
> Incidentally, if you manage to get a robust version of this 
> working I'd
> be interested in adopting it too.
> 
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> 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 RSchaffer at TerpSys.com  Mon Apr  6 15:46:30 2009
From: RSchaffer at TerpSys.com (Schaffer, Russell)
Date: Mon, 6 Apr 2009 15:46:30 -0400
Subject: [rt-users]  Text formatted pages after upgrade
Message-ID: <155CB6D2BE449445B618D8C5115F1BB85819D737@tsmail4>

I appreciate the help, but unfortunately it did not work.

The upgrade has the same address as the original site https://support.example.com and all I did was use the same settings from the original RT setup.  I checked all of the settings and they seem to be correct, as I have confirmed that they still work on the pre upgrade version.

An interesting thing is that the BestPractical logo shows up fine though, but that is the only graphic.

Any other thoughts?  Thanks.

Russell


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From kmckinnis at tivo.com  Mon Apr  6 16:30:51 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Mon, 6 Apr 2009 13:30:51 -0700
Subject: [rt-users] rt system time
In-Reply-To: <6D5EF81C-AD65-4F65-8DC8-9203C91AFA12@netconsonance.com>
References: <79E0423E511EB7469840F12A98F81BC804394A313A@CORPEX01.Tivo.com>
	<6D5EF81C-AD65-4F65-8DC8-9203C91AFA12@netconsonance.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC804394A333C@CORPEX01.Tivo.com>

Great suggestion... but the time zone does exist.

[kmckinnis at sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific
/usr/share/zoneinfo/US/Pacific

[kmckinnis at sjspdsupport ~]$ ls /usr/share/zoneinfo/US/
Alaska  Aleutian  Arizona  Central  Eastern  East-Indiana  Hawaii  Indiana-Starke  Michigan  Mountain  Pacific  Samoa

However, my system time is set to /America/Los_Angeles. You'd think it'd be the same, but for paranoia's sake, we'll make them match. Changing the RT config to America/Los_Angeles and rebooting doesn't seem to have changed the logging away from UTC.



________________________________
From: Jo Rhett [mailto:jrhett at netconsonance.com]
Sent: Friday, April 03, 2009 6:34 PM
To: Kimberly McKinnis
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt system time

On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote:
Can I force my RT install to use the system time/time zone?
The system time is correct, and /etc/rt/RT_SiteConfig.pm has always been set to Set($Timezone, 'US/Pacific');, but I'm noticing that the rt.log is logging 7 hours ahead (GMT?) Should I care? What's the point of setting the timezone if we're logging in UTC/GMT?

Is US/Pacific a timezone on your system?   For example, I had this same problem until I realized that on FreeBSD I needed to use America/Los_Angeles

ls /usr/share/zoneinfo (or it's equivalent on your system) will show you the accepted names.

--
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source and other randomness



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From falcone at bestpractical.com  Mon Apr  6 16:45:18 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 6 Apr 2009 16:45:18 -0400
Subject: [rt-users] rt system time
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804394A333C@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804394A313A@CORPEX01.Tivo.com>
	<6D5EF81C-AD65-4F65-8DC8-9203C91AFA12@netconsonance.com>
	<79E0423E511EB7469840F12A98F81BC804394A333C@CORPEX01.Tivo.com>
Message-ID: <DB438AC3-AD0C-47C0-ACE7-85E179DCD455@bestpractical.com>


On Apr 6, 2009, at 4:30 PM, Kimberly McKinnis wrote:

> Great suggestion? but the time zone does exist.
>
> [kmckinnis at sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific
> /usr/share/zoneinfo/US/Pacific
>
> [kmckinnis at sjspdsupport ~]$ ls /usr/share/zoneinfo/US/
> Alaska  Aleutian  Arizona  Central  Eastern  East-Indiana  Hawaii   
> Indiana-Starke  Michigan  Mountain  Pacific  Samoa
>
> However, my system time is set to /America/Los_Angeles. You?d think  
> it?d be the same, but for paranoia?s sake, we?ll make them match.  
> Changing the RT config to America/Los_Angeles and rebooting doesn?t  
> seem to have changed the logging away from UTC.

RT logs and stores data in the database in UTC
The setting you're touching changes the display in the web ui

If you want non-utf timestamps in your logs, have RT log through
syslog instead of LogToFile

-kevin

>
>
>
> From: Jo Rhett [mailto:jrhett at netconsonance.com]
> Sent: Friday, April 03, 2009 6:34 PM
> To: Kimberly McKinnis
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt system time
>
> On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote:
>> Can I force my RT install to use the system time/time zone?
>> The system time is correct, and /etc/rt/RT_SiteConfig.pm has always  
>> been set to Set($Timezone, 'US/Pacific');, but I?m noticing that  
>> the rt.log is logging 7 hours ahead (GMT?) Should I care? What?s  
>> the point of setting the timezone if we?re logging in UTC/GMT?
>
> Is US/Pacific a timezone on your system?   For example, I had this  
> same problem until I realized that on FreeBSD I needed to use  
> America/Los_Angeles
>
> ls /usr/share/zoneinfo (or it's equivalent on your system) will show  
> you the accepted names.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>
>
> _______________________________________________
> 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 kmckinnis at tivo.com  Mon Apr  6 16:56:05 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Mon, 6 Apr 2009 13:56:05 -0700
Subject: [rt-users] rt system time
In-Reply-To: <DB438AC3-AD0C-47C0-ACE7-85E179DCD455@bestpractical.com>
References: <79E0423E511EB7469840F12A98F81BC804394A313A@CORPEX01.Tivo.com>
	<6D5EF81C-AD65-4F65-8DC8-9203C91AFA12@netconsonance.com>
	<79E0423E511EB7469840F12A98F81BC804394A333C@CORPEX01.Tivo.com>
	<DB438AC3-AD0C-47C0-ACE7-85E179DCD455@bestpractical.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC804394A3354@CORPEX01.Tivo.com>

Aha. Thanks!

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, April 06, 2009 1:45 PM
To: RT Users
Subject: Re: [rt-users] rt system time


On Apr 6, 2009, at 4:30 PM, Kimberly McKinnis wrote:

> Great suggestion... but the time zone does exist.
>
> [kmckinnis at sjspdsupport ~]$ ls /usr/share/zoneinfo/US/Pacific
> /usr/share/zoneinfo/US/Pacific
>
> [kmckinnis at sjspdsupport ~]$ ls /usr/share/zoneinfo/US/
> Alaska  Aleutian  Arizona  Central  Eastern  East-Indiana  Hawaii   
> Indiana-Starke  Michigan  Mountain  Pacific  Samoa
>
> However, my system time is set to /America/Los_Angeles. You'd think  
> it'd be the same, but for paranoia's sake, we'll make them match.  
> Changing the RT config to America/Los_Angeles and rebooting doesn't  
> seem to have changed the logging away from UTC.

RT logs and stores data in the database in UTC
The setting you're touching changes the display in the web ui

If you want non-utf timestamps in your logs, have RT log through
syslog instead of LogToFile

-kevin

>
>
>
> From: Jo Rhett [mailto:jrhett at netconsonance.com]
> Sent: Friday, April 03, 2009 6:34 PM
> To: Kimberly McKinnis
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] rt system time
>
> On Apr 3, 2009, at 4:40 PM, Kimberly McKinnis wrote:
>> Can I force my RT install to use the system time/time zone?
>> The system time is correct, and /etc/rt/RT_SiteConfig.pm has always  
>> been set to Set($Timezone, 'US/Pacific');, but I'm noticing that  
>> the rt.log is logging 7 hours ahead (GMT?) Should I care? What's  
>> the point of setting the timezone if we're logging in UTC/GMT?
>
> Is US/Pacific a timezone on your system?   For example, I had this  
> same problem until I realized that on FreeBSD I needed to use  
> America/Los_Angeles
>
> ls /usr/share/zoneinfo (or it's equivalent on your system) will show  
> you the accepted names.
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>
>
> _______________________________________________
> 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 toml at bitstatement.net  Mon Apr  6 17:14:37 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 06 Apr 2009 14:14:37 -0700
Subject: [rt-users] RT-Mailgate hack to remove quoted replies
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B0204DF35@scmail-00.minervanetworks.com>
References: <49D66081.3080406@bitstatement.net><CD5684E8-2B34-4A90-9473-8674D002D664@strategicdata.com.au>
	<be7163f0904061200v6e413f4bo115e0d8a4ba45711@mail.gmail.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B0204DF35@scmail-00.minervanetworks.com>
Message-ID: <49DA70BD.208@bitstatement.net>

Gary Greene wrote:
> There are a number of interesting mods that I've noted he's working on
> that I'm interested in. (For instance the scrip changes to enforce only
> requesters can change the ticket's status, etc.

Actually, I accomplished that with just scrips.  And then I convinced
ownership it was a bad idea, because it meant that people working on tickets
could no longer use their ticket list as a "to-do" list, and it wasn't
really needed because a requestor can always re-open a resolved ticket by
just replying to the email.

They were actually trying to solve another issue where a requestor was not
notified when a ticket was resolved.  That's what happens when owners try to
play systems analyst without telling the engineers what the actual problem
is and just try to ask for what they think the best solution would be instead.

However, if you're dying for it all you have to do it apply a scrip to
condition "On Resolve" with action prep:

return 1;

and action cleanup:

return 1 if $self->TransactionObj->IsInbound;
$self->TicketObj->_Set(Field => 'Status', Value => 'open', RecordTransaction
=> 0);
return 1;

And then, when someone other than a requestor resolves a ticket, the cleanup
code sets it back to open. The IsInbound method of the Transaction object
returns true if the transaction was generated by a requestor.

Then you just do the same thing in reverse for conditions that generate
'resolved' emails so you aren't sending out an email when a non-requestor
tries to resolve.  I tried playing around with template code to send
different emails whether it was a requestor or not (Dear requestor, XXX
would like you to resolve ticket YYY), but Text::Template parsing is rather
limited and it never worked the way I wanted it to.  Notably, you can't have
a conditional (like an 'if' statement) span blocks.


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From pthirose at ucdavis.edu  Mon Apr  6 17:29:02 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Mon, 6 Apr 2009 14:29:02 -0700 (PDT)
Subject: [rt-users] List tickets I ever transacted on?
Message-ID: <alpine.BSO.2.00.0904061423570.29491@eacs-pth.engr.ucdavis.edu>

Trying to find a Query Builder or other method to list all current (not-Resolved/Rejected/Deleted) tickets that I may have been a part of.  Some tickets are owned by another staff member, but I've transacted on (either as a Comment or Reply.)

I don't want to Steal the ticket, nor do I want to add myself as a CC/AdminCC since I'd like to keep the ticket issues in the RT system rather than out to my email.

I'm sometimes the LastUpdatedBy, but eventually the Owner, Requestor, or possibly another staff member will Reply/Comment on the ticket and I won't be the LUB person any more.  So I couldn't use that.

I could Bookmark every ticket I work on (at least those that I don't own.)  But I'm not sure that's the best way to go about it either.

Ideas welcome,
Thank you,
PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife


From jyashinsky at seesawnetworks.com  Mon Apr  6 17:33:16 2009
From: jyashinsky at seesawnetworks.com (Jason Yashinsky)
Date: Mon, 06 Apr 2009 14:33:16 -0700
Subject: [rt-users] Autoreply on create not working
Message-ID: <C5FFC32C.114E4%jyashinsky@seesawnetworks.com>


All,
I have installed RT for the first time
I am using fetchmail to pull in emails and create requests.
Because of the way that filtering is done, it seems that if I send from the
domain of RT, it strips off the rest of the domain, when creating the
requester.
But it does not do an auto-reply, or it fails
And even when I create correspondence to the user it fails
Though if I add a CC on the outbound correspondence, that email is sent.

I have looked through the archives, and I don?t see anything related

Below is the log message I see when the ticket is created

Thanks
-jason


[Mon Apr 06 14:25:02 2009] [error] [client 10.0.0.147] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Apr  6 21:25:02 2009] [info]:
<rt-3.8.2-14475-1239053102-1384.16-4-0 at seesawnetworks.com> #16/158 - Scrip 4
On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:301)
[Mon Apr 06 14:25:02 2009] [error] [client 10.0.0.147] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Apr  6 21:25:02 2009] [info]:
<rt-3.8.2-14475-1239053102-1384.16-4-0 at seesawnetworks.com> No recipients
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Mon Apr 06 14:25:02 2009] [error] [client 10.0.0.147] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Apr  6 21:25:02 2009] [info]:
Ticket 16 created in queue 'NewTickets' by test_inbound
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)


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From kfcrocker at lbl.gov  Mon Apr  6 17:48:05 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 06 Apr 2009 14:48:05 -0700
Subject: [rt-users] List tickets I ever transacted on?
In-Reply-To: <alpine.BSO.2.00.0904061423570.29491@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0904061423570.29491@eacs-pth.engr.ucdavis.edu>
Message-ID: <49DA7895.4000907@lbl.gov>

Paul,


    You'll have to run an SQL with an inner join from the Transaction 
table to do this. As far as I know, Transactional history like comments 
are not available thru Query builder.


Kenn
LBNL

On 4/6/2009 2:29 PM, Paul Hirose wrote:
> Trying to find a Query Builder or other method to list all current (not-Resolved/Rejected/Deleted) tickets that I may have been a part of.  Some tickets are owned by another staff member, but I've transacted on (either as a Comment or Reply.)
>
> I don't want to Steal the ticket, nor do I want to add myself as a CC/AdminCC since I'd like to keep the ticket issues in the RT system rather than out to my email.
>
> I'm sometimes the LastUpdatedBy, but eventually the Owner, Requestor, or possibly another staff member will Reply/Comment on the ticket and I won't be the LUB person any more.  So I couldn't use that.
>
> I could Bookmark every ticket I work on (at least those that I don't own.)  But I'm not sure that's the best way to go about it either.
>
> Ideas welcome,
> Thank you,
> PH
>
> --
> Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
> _______________________________________________
> 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 toml at bitstatement.net  Mon Apr  6 17:54:36 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 06 Apr 2009 14:54:36 -0700
Subject: [rt-users] List tickets I ever transacted on?
In-Reply-To: <alpine.BSO.2.00.0904061423570.29491@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0904061423570.29491@eacs-pth.engr.ucdavis.edu>
Message-ID: <49DA7A1C.9000300@bitstatement.net>

Paul Hirose wrote:
> Trying to find a Query Builder or other method to list all current
> (not-Resolved/Rejected/Deleted) tickets that I may have been a part of.
> Some tickets are owned by another staff member, but I've transacted on
> (either as a Comment or Reply.)

Pretty sure you can't do this in RT itself, you'll have to query the
database directly.

First find out your numeric user id with something like "select id,name from
Users where name like '%paul%'.  Let's say your ID is 42.

Then you can do "select distinct ObjectID from Transactions where
Creator='42' and ObjectType='RT::Ticket' order by ObjectID"

Voila, list of ticket numbers you've transacted on.
-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From kmckinnis at tivo.com  Mon Apr  6 19:28:47 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Mon, 6 Apr 2009 16:28:47 -0700
Subject: [rt-users] Rt stuck while converting us-ascii to utf-8
	for	text/plain
In-Reply-To: <20090406145106.GC5422@173-115-41-95.pools.spcsdns.net>
References: <79E0423E511EB7469840F12A98F81BC804394A311A@CORPEX01.Tivo.com>
	<20090406145106.GC5422@173-115-41-95.pools.spcsdns.net>
Message-ID: <79E0423E511EB7469840F12A98F81BC804394A33EE@CORPEX01.Tivo.com>

Jesse:
Thank you! I added a larger --timeout than the default (400), and I don't see it in the debug logs anymore, though the ticket still hasn't come through. We don't run FastCgi, and I need to investigate the things that mysqltuner told me. Especially the following: "Your applications are not closing MySQL connections properly"

However, the question still remains: where did the ticket email go if it's no longer in the queue and not timing out anymore? It never came through to a queue. 




-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Monday, April 06, 2009 7:51 AM
To: Kimberly McKinnis
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Rt stuck while converting us-ascii to utf-8 for text/plain




On Fri  3.Apr'09 at 15:53:37 -0700, Kimberly McKinnis wrote:
>    Hi! Running RT 3.4.5 (yes, I know it's outdated, there are reasons for not
>    upgrading) on Rhel4u4. I've been having some wonky problems lately,
>    despite not making any changes. Today's weirdness is a ticket from a
>    customer submitted via email showing up in the rt log but never making it
>    to a queue. I'm seeing the following message containing the email subject
>    in /var/log/rt/rt.log.
> 

I'd be tthat it's actually a large message timing out before RT writes
it, causing the MTA to redeliver. In terms of logging, I'd probably
turn down logs to not show [debug] level messages and consider upping
your rt-mailgate's --timeout argument (ory our webserver's FastCGI
timeout)

Also, consider running mysqltuner.pl and seeing if it tells you anything
useful.

> 
> 
>    [Fri Apr  3 20:51:55 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>    text/plain - attn: Kim tivomgt01 sending countless events to our
>    monitoring system, please investigate and advise/ thanks
> 
>     (/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>    [Fri Apr  3 21:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>    text/plain - attn: Kim tivomgt01 sending countless events to our
>    monitoring system, please investigate and advise/ thanks
> 
>    (/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>    [Fri Apr  3 22:34:01 2009] [debug]: Converting 'us-ascii' to 'utf-8' for
>    text/plain - attn: Kim tivomgt01 sending countless events to our
>    monitoring system, please investigate and advise/ thanks
> 
>    (/usr/lib/rt/RT/I18N.pm:226)
> 
> 
> 
>    What could prevent it from not doing this conversion? I assume that's
>    what's causing it to get stuck. Is there anything else useful I can look
>    at to diagnose this or kick it into gear? Thanks!
> 
> 
> 
> 
> 
> 
> 
>    ~~
> 
>    Kimberly McKinnis
> 
>    System Operations Engineer
> 
>    Service Provider Division, TiVo Inc
> 
>    408-519-9607
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 

> _______________________________________________
> 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 advax at triumf.ca  Mon Apr  6 21:49:02 2009
From: advax at triumf.ca (Andrew Daviel)
Date: Mon, 6 Apr 2009 18:49:02 -0700 (PDT)
Subject: [rt-users] RT3 tuning - web interface seems slow
Message-ID: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>


We are running RT 3.8.1, Apache 2.2.3 with mysql 5.0.45 on a separate 
machine over (at least) 100bT connections.

The web interface to RT3 seems slow to me (I want computers to react
faster than I can, i.e. preferably under 300ms). From clicking on a 
ticket in "found N tickets" to seeing the full ticket information can 
take up to 7 seconds, even with only 4 or so fairly short attachments.
(the Firefox client is reasonably unloaded and displays other websites 
fairly quickly, generally under a second for ones on the LAN).

Our system is not especially busy - not serving lots of concurrent users. 
Usually only 1 I suspect.
I have been through some of the tuning guides (mysqltuner.pl, 
wiki.bestpractical.com/view/PerformanceTuning, 
www.masonhq.com/docs/manual/Params.html) and tweaked some things to 
little avail.

DBIx::SearchBuilder.pm is version 1.54
/opt/rt3/etc/RT_SiteConfig.pm has e.g.
Set($DevelMode, '0');
Set($WebFlushDbCacheEveryRequest, '0');
Set($LogToSyslog    , 'info');
Set($LogToScreen    , 'error');
Set($LogToFile      , undef);


Interrogating the DB over the network seems reasonably fast:
$ time ( echo 'use rt3 ; select * from Attachments where id = 20367 ; \q' |
    mysql -h rt3db -pXXX )
gives
   real    0m0.031s

Using the command-line client over HTTP/SSL is somewhat slower, but still 
tolerable:
$ time rt show  ticket/2143/attachments
real    0m0.242s


Any suggestions / stupid stuff to check ?

-- 
Andrew Daviel, TRIUMF, Canada
Tel. +1 (604) 222-7376  (Pacific Time)
Network Security Manager


From chaim.rieger at gmail.com  Mon Apr  6 22:10:41 2009
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Tue, 7 Apr 2009 02:10:41 +0000
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
Message-ID: <1279525087-1239070243-cardhu_decombobulator_blackberry.rim.net-274457502-@bxe1224.bisx.prod.on.blackberry>

Anything in apache logs ?
Sent via BlackBerry from T-Mobile

-----Original Message-----
From: Andrew Daviel <advax at triumf.ca>

Date: Mon, 6 Apr 2009 18:49:02 
To: <rt-users at lists.bestpractical.com>
Subject: [rt-users] RT3 tuning - web interface seems slow



We are running RT 3.8.1, Apache 2.2.3 with mysql 5.0.45 on a separate 
machine over (at least) 100bT connections.

The web interface to RT3 seems slow to me (I want computers to react
faster than I can, i.e. preferably under 300ms). From clicking on a 
ticket in "found N tickets" to seeing the full ticket information can 
take up to 7 seconds, even with only 4 or so fairly short attachments.
(the Firefox client is reasonably unloaded and displays other websites 
fairly quickly, generally under a second for ones on the LAN).

Our system is not especially busy - not serving lots of concurrent users. 
Usually only 1 I suspect.
I have been through some of the tuning guides (mysqltuner.pl, 
wiki.bestpractical.com/view/PerformanceTuning, 
www.masonhq.com/docs/manual/Params.html) and tweaked some things to 
little avail.

DBIx::SearchBuilder.pm is version 1.54
/opt/rt3/etc/RT_SiteConfig.pm has e.g.
Set($DevelMode, '0');
Set($WebFlushDbCacheEveryRequest, '0');
Set($LogToSyslog    , 'info');
Set($LogToScreen    , 'error');
Set($LogToFile      , undef);


Interrogating the DB over the network seems reasonably fast:
$ time ( echo 'use rt3 ; select * from Attachments where id = 20367 ; \q' |
    mysql -h rt3db -pXXX )
gives
   real    0m0.031s

Using the command-line client over HTTP/SSL is somewhat slower, but still 
tolerable:
$ time rt show  ticket/2143/attachments
real    0m0.242s


Any suggestions / stupid stuff to check ?

-- 
Andrew Daviel, TRIUMF, Canada
Tel. +1 (604) 222-7376  (Pacific Time)
Network Security Manager
_______________________________________________
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  Mon Apr  6 22:59:50 2009
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Tue, 7 Apr 2009 12:59:50 +1000
Subject: [rt-users] Scrip with multiple custom fields checked.
Message-ID: <2A3356EF80D87C4CB1F23CA28D6E00B2075B3681FD@brumby>

Hello list,

I have a scrip that checks to see if the value of several custom fields change.  The intention is that if any one of the custom fields change it should execute the scrip action (in this case to send an email).

The problem I have is that the scip is executing once per identified change.  i.e.  if one of the custom fields change it calls the action once, but if three of the custom fields change it calls the action three times.  I only want to call the action once regardless of how many custom fields change (i.e. if 1+ custom fields change, execute action once).

Any ideas on how to stop the action being called multiple times would be greatly appreciated.

This is my scrip:

Descripion:  FooBar
Condition: User Defined
Action: Send Email
Template : FooBar Template
Stage: Transaction Create

Custom condition:
my $Transaction = $self->TransactionObj;
return 0 unless ( $Transaction->Type eq 'CustomField'
                  && ( $Transaction->Field     eq   '35' ||
                       $Transaction->Field     eq   '36' ||
                       $Transaction->Field     eq   '37' ||
                       $Transaction->Field     eq   '38' )
                );
return 1;

There is nothing in the custom action fields.

Thanks for the help.

BenR
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From toml at bitstatement.net  Mon Apr  6 23:26:59 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 06 Apr 2009 20:26:59 -0700
Subject: [rt-users] Scrip with multiple custom fields checked.
In-Reply-To: <2A3356EF80D87C4CB1F23CA28D6E00B2075B3681FD@brumby>
References: <2A3356EF80D87C4CB1F23CA28D6E00B2075B3681FD@brumby>
Message-ID: <49DAC803.2040404@bitstatement.net>

[snip]
> I only
> want to call the action once regardless of how many custom fields change
> (i.e. if 1+ custom fields change, execute action once).
> 
> Template Stage: Transaction Create 

I think you want the scrip to execute in TransactionBatch stage instead of
TransactionCreate.  It does exactly what you want.  You have to enable it in
your site config first.

-- ============================
   Tom Lahti
   BIT Statement LLC

   http://www.bitstatement.net/
-- ============================


From benr at tlcdatasecurity.com.au  Mon Apr  6 23:50:59 2009
From: benr at tlcdatasecurity.com.au (Ben Robson)
Date: Tue, 7 Apr 2009 13:50:59 +1000
Subject: [rt-users] Scrip with multiple custom fields checked.
In-Reply-To: <49DAC803.2040404@bitstatement.net>
References: <2A3356EF80D87C4CB1F23CA28D6E00B2075B3681FD@brumby>
	<49DAC803.2040404@bitstatement.net>
Message-ID: <2A3356EF80D87C4CB1F23CA28D6E00B2075B368224@brumby>

Thanks for this.  I did a bunch of reading of the TransactionBatch stage in the wiki, but it wasn't quite clear that this was what I wanted.  You were right on the money.

Thanks,
BenR

[snip]
> I only
> want to call the action once regardless of how many custom fields change
> (i.e. if 1+ custom fields change, execute action once).
> 
> Template Stage: Transaction Create 

I think you want the scrip to execute in TransactionBatch stage instead of
TransactionCreate.  It does exactly what you want.  You have to enable it in
your site config first.

-- ============================
   Tom Lahti
   BIT Statement LLC

   http://www.bitstatement.net/
-- ============================


From rfh at vialtus.com  Tue Apr  7 05:52:27 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 07 Apr 2009 10:52:27 +0100
Subject: [rt-users] List tickets I ever transacted on?
In-Reply-To: <alpine.BSO.2.00.0904061423570.29491@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0904061423570.29491@eacs-pth.engr.ucdavis.edu>
Message-ID: <49DB225B.4010505@vialtus.com>

Hi ;

If you interested I have modified my Query Builder a couple of years ago 
adding UpdatedBy as a search criteria ; the changes are simple and not 
sure why the RT developers do not include this function , I am afraid I 
do n't know how to do patches to RT , but attached are the code changes: 
( works for rt 3.6.3 -- But I think will work for rt-3.8)

I am sure you are aware that you should not do any changes to share/html 
or lib/RT and any changes its better done in local/html and local/lib ..

Good luck and hope it helps;

Roy

Paul Hirose wrote:
> Trying to find a Query Builder or other method to list all current (not-Resolved/Rejected/Deleted) tickets that I may have been a part of.  Some tickets are owned by another staff member, but I've transacted on (either as a Comment or Reply.)
>
> I don't want to Steal the ticket, nor do I want to add myself as a CC/AdminCC since I'd like to keep the ticket issues in the RT system rather than out to my email.
>
> I'm sometimes the LastUpdatedBy, but eventually the Owner, Requestor, or possibly another staff member will Reply/Comment on the ticket and I won't be the LUB person any more.  So I couldn't use that.
>
> I could Bookmark every ticket I work on (at least those that I don't own.)  But I'm not sure that's the best way to go about it either.
>
> Ideas welcome,
> Thank you,
> PH
>
> --
> Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
> _______________________________________________
> 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 alberto.villanueva at altran.es  Tue Apr  7 07:47:46 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 7 Apr 2009 13:47:46 +0200
Subject: [rt-users] Combined charts
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAKIaryrVcCxLk8TRlNnx+oABAAAAAA==@altran.es>

Hi all,

 

 

Do you know if the chart (of Reports) could show several columns of data?

 

PS. I send you an image (with Paint xD) I want to do.

 

 

Best regards,


ALBERTO VILLANUEVA DEL VAL 

Consultor

____________________________________________

Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

 <http://www.altran.es> www.altran.es

 

 

 

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From jul-rt at julbox.net  Tue Apr  7 09:34:07 2009
From: jul-rt at julbox.net (jul)
Date: Tue, 7 Apr 2009 15:34:07 +0200 (CEST)
Subject: [rt-users] Combined charts
Message-ID: <36753.213.41.242.148.1239111247.squirrel@squirrel.est-unique.net>


Like this ?

This attached chart is made by RTx-Statistics.

The only drawback is that it is not as flexible and cool as Dashboard /
native Chart in their elaboration/subscription. You have only some
pre-defined request availbale and no howto for adding new one.

Native Graph have a two parameters input at most (quantity over time for
instance).

What native Graphs are lacking is :
a more than one serie graphs ( ex : status per different queues on one
graph) ,
playing with time (I made some munin scripts for compensating that) ;
playing with average and decile, quantity, moving average ;

What I like in QA is for instance on a temporal serie on a 100% base
showing how many ticket are answered in time therefore telling if SLA is
achieved. (That can be made with munin).

And also other stuff like how much time every transition took per states
in the last significative time slot over time.



I long for a general purpose plugin for munin or R </joke> :)


(functionnal munin plugin I am working on in alpha version is added,
remember that with munin you can trigger alarm :P )


Well making graph is fun.



-- 
Julien Tayon // digital craftsman // making things simpler (when possible)

Time is the most valuable thing a man can spend.
		-- Theophrastus
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From bertignac at gmail.com  Tue Apr  7 09:59:06 2009
From: bertignac at gmail.com (L B)
Date: Tue, 7 Apr 2009 15:59:06 +0200
Subject: [rt-users] 3 emails sent by correspondance by user
In-Reply-To: <D936EB85-9B30-4E61-ACF9-03266368F50B@netconsonance.com>
References: <da03fe3e0904030011u40b28102sc402c8f3cab4cd84@mail.gmail.com> 
	<D936EB85-9B30-4E61-ACF9-03266368F50B@netconsonance.com>
Message-ID: <da03fe3e0904070659l22762988od1534f8bd3a072b5@mail.gmail.com>

Ok, I modified Notify.pm . Note I'm note a perl guru, but heh, it works.

 This is what the patch does :
 - always send an email to the requestor for a correspondance ("Reply")
 - if user is requestor and owner, do not send to the owner (an email
has already been sent to the requestor)
 - if a user is requestor or owner and admincc, remove him from the
list of admincc (as he has already been notified either because he's a
requestor or a owner) and send the email to this list of admincc .

 That also means the template received by the user depends on his role
(sometimes he will receive the requestor template, sometimes the
owner, sometimes the admincc). But as basically it's the same thing,
we don't mind.

 This is the patch, it may be useful for others :

===============================================
# diff lib/RT/Action/Notify.pm local/lib/RT/Action/Notify.pm
88a89,93
>     my $requestor_emails = join(' ',($ticket->Requestors->MemberEmailAddresses));
>     my $admincc_emails = join(' ',($ticket->AdminCc->MemberEmailAddresses));
>     my $owner_email = join(' ',($ticket->OwnerObj->EmailAddress));
>     my $queueadmincc_emails = join(' ',($ticket->QueueObj->AdminCc->MemberEmailAddresses));
>     my @requestor_emails_array = split(/ /,$requestor_emails);
118c123
<     if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id ) {
---
>     if ( $arg =~ /\bOwner\b/ && $ticket->OwnerObj->id != $RT::Nobody->id && $requestor_emails !~ $owner_email ){
131,132c136,147
<         push ( @Bcc, $ticket->AdminCc->MemberEmailAddresses  );
<         push ( @Bcc, $ticket->QueueObj->AdminCc->MemberEmailAddresses  );
---
>
> 	# Notification already sent for requestor
> 	foreach (@requestor_emails_array){
> 		$admincc_emails =~ s/$_//g;
> 		$queueadmincc_emails =~ s/$_//g;
> 	}
> 	# Notification already sent for owner
> 	$admincc_emails =~ s/$owner_email//g;
> 	$queueadmincc_emails =~ s/$owner_email//g;
>
>         push ( @Bcc, $admincc_emails );
>         push ( @Bcc, $queueadmincc_emails );

===============================================

This is the test matrix :

ROA | S | P |  T
000  | x  |  x  | x
001  | 1 |  1 | A
010  | 1 |  1 | O
011  | 2 |  1 | O
100  | 1 |  1 | R
101  | 2 |  1 | R
110  | 2 |  1 | R
111  | 3 |  1 | R

R : is requestor
O : is owner
A : is admincc

S : Number of emails sent with Standard notify.pm
P : Number of emails sent with Patched notify.pm
T : Template used (Requestor, Owner, AdminCc)


I've not managed the Cc part, and the comments because our main
problem was the duplicate emails generated by correspondences.

Any comments welcome
-- 
L.B.


From alberto.villanueva at altran.es  Tue Apr  7 10:23:11 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 7 Apr 2009 16:23:11 +0200
Subject: [rt-users] Combined charts
In-Reply-To: <36753.213.41.242.148.1239111247.squirrel@squirrel.est-unique.net>
References: <36753.213.41.242.148.1239111247.squirrel@squirrel.est-unique.net>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAJTvSzVKsldDkVJ3mc8xGDABAAAAAA==@altran.es>

Thanks jul!!

It does something I need, but not all because I have to do graphs with owners ;)

I think I'm going to write my own reports :S :S


Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 

-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de jul
Enviado el: martes, 07 de abril de 2009 15:34
Para: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Combined charts


Like this ?

This attached chart is made by RTx-Statistics.

The only drawback is that it is not as flexible and cool as Dashboard /
native Chart in their elaboration/subscription. You have only some
pre-defined request availbale and no howto for adding new one.

Native Graph have a two parameters input at most (quantity over time for
instance).

What native Graphs are lacking is :
a more than one serie graphs ( ex : status per different queues on one
graph) ,
playing with time (I made some munin scripts for compensating that) ;
playing with average and decile, quantity, moving average ;

What I like in QA is for instance on a temporal serie on a 100% base
showing how many ticket are answered in time therefore telling if SLA is
achieved. (That can be made with munin).

And also other stuff like how much time every transition took per states
in the last significative time slot over time.



I long for a general purpose plugin for munin or R </joke> :)


(functionnal munin plugin I am working on in alpha version is added,
remember that with munin you can trigger alarm :P )


Well making graph is fun.



-- 
Julien Tayon // digital craftsman // making things simpler (when possible)

Time is the most valuable thing a man can spend.
		-- Theophrastus



From jesse at bestpractical.com  Tue Apr  7 11:00:49 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 7 Apr 2009 11:00:49 -0400
Subject: [rt-users] Combined charts
In-Reply-To: <36753.213.41.242.148.1239111247.squirrel@squirrel.est-unique.net>
References: <36753.213.41.242.148.1239111247.squirrel@squirrel.est-unique.net>
Message-ID: <20090407150049.GA38495@17h.local>


http://search.cpan.org/~falcone/RT-Extension-ActivityReports-1.0/

may be what you want.


From jpierce at cambridgeenergyalliance.org  Tue Apr  7 11:01:39 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 7 Apr 2009 11:01:39 -0400
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
Message-ID: <be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>

Have you enabled pipelining in Firefox?
Also, while there are security implications, if running over SSL
allowing the caching of SSL content can really help performance
(stop refetching CSS & JS for every page).

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jesse at bestpractical.com  Tue Apr  7 11:14:01 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 7 Apr 2009 11:14:01 -0400
Subject: [rt-users] Rt stuck while converting us-ascii to utf-8
	for	text/plain
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804394A33EE@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804394A311A@CORPEX01.Tivo.com>
	<20090406145106.GC5422@173-115-41-95.pools.spcsdns.net>
	<79E0423E511EB7469840F12A98F81BC804394A33EE@CORPEX01.Tivo.com>
Message-ID: <20090407151401.GD34450@17h.local>




On Mon  6.Apr'09 at 16:28:47 -0700, Kimberly McKinnis wrote:
> Jesse:
> Thank you! I added a larger --timeout than the default (400), and I don't see it in the debug logs anymore, though the ticket still hasn't come through. We don't run FastCgi, and I need to investigate the things that mysqltuner told me. Especially the following: "Your applications are not closing MySQL connections properly"
> 
> However, the question still remains: where did the ticket email go if it's no longer in the queue and not timing out anymore? It never came through to a queue. 
>

If it did it for long enough, it would have bounced back to the sender. 
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From advax at triumf.ca  Tue Apr  7 13:33:18 2009
From: advax at triumf.ca (Andrew Daviel)
Date: Tue, 7 Apr 2009 10:33:18 -0700 (PDT)
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>

On Tue, 7 Apr 2009, Jerrad Pierce wrote:

> Have you enabled pipelining in Firefox?

I had not previously heard of it. I just tried; it makes no difference to 
the speed of the RT3 page

> Also, while there are security implications, if running over SSL
> allowing the caching of SSL content can really help performance
> (stop refetching CSS & JS for every page).

I just tried turning this on. Again, it makes no difference to the speed, 
but I can see that some of the javascript files are being cached; at 
least, they are not being asked for every time.

The main ticket pages are served with Pragma:nocache and 
Cache-control:no-cache. Also Connection:close which I believe thwarts 
pipelining. (according to the "live HTTP headers" plugin)

(for the benefit of others, these tweaks are under the 
pseudo-location "about:config" in Firefox3, after a dire warning about 
"are you sure you know what you are doing?")

   ---
Chaim Rieger asks "anything in Apache logs?"
Nothing to my (rt3) untrained eye.
I see my ticket view request getting answered e.g.
GET /Ticket/Display.html?id=2085 HTTP/1.1" 200 75857

In the error logs, I see some errors earlier in the day, not associated 
with my simple requests, e.g.
FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: \teval {...} 
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 467

I had not seen these prior to adding some tuning to 
/etc/httpd/conf.d/rt3.conf, viz.
   PerlSetVar MasonStaticSource true
   PerlSetVar MasonBufferPreallocateSize 4096
   PerlSetVar MasonPreloads '/Elements/*'

the original contents of rt3.conf are
   Alias /rt3 "/usr/share/rt3/html"
   PerlRequire /usr/sbin/webmux.pl
   <Directory "/usr/share/rt3/html">
     AllowOverride All
     Options ExecCGI FollowSymLinks
     RewriteEngine On
     RedirectMatch permanent (.*)/$ $1/index.html
     AddDefaultCharset UTF-8
     SetHandler perl-script
     PerlHandler RT::Mason
   </Directory>

I did not do the install myself, but I believe everything is correct. RT3 
is working, I just think it's slow.

What response time are others seeing on the Web interface ?


-- 
Andrew Daviel, TRIUMF, Canada
Tel. +1 (604) 222-7376  (Pacific Time)
Network Security Manager


From Charles.Kugelman at kaplan.com  Tue Apr  7 13:34:35 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Tue, 7 Apr 2009 13:34:35 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>

Update on this:

 

I've noticed that while this is happening, I can hit F5 (refresh) a few
times and the page will then successfully load.

 

Any ideas?

 

-CK 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Monday, April 06, 2009 8:33 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
RHEL5)

 

Update on this:

 

I've updated httpd, httpd-devel, mod_perl, mod_ssl to the latest
version. Problem still exists.

 

One additional thing to note is that this is running as a virtual
machine (on ESX) with 1GB of memory allocated.

 

-CK

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Friday, April 03, 2009 11:36 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)

 

Greetings RT Gurus!

 

 

--Problem--

Every morning when I sit down at my desk and point my browser to RT, it
hangs when the login page should be displayed. Usually I've just
performed a "service httpd restart" to resolve the problem. This
morning, I just let it sit and load for in excess of 20 minutes, and the
page finally appeared, after which RT seemed to be performing fine -
even if I restart my browser and head back to the logon page. This did
happen in the middle of the day yesterday as well, to which I restarted
httpd, as normal. This, obviously, won't work for production (which we
plan on this system being shortly). I'm sending this message in the hope
that someone can assist me with this problem.

 

 

--Relevant Info--

- RT Version: 3.8.2

- HTTPD Package (RPM): httpd-2.2.3-6.el5

- Mod_Perl Package (RPM): mod_perl-2.0.2-6.1

- Perl Package (RPM): perl-5.8.8-18.el5 

- OS: RedHat Enterprise Linux 5

- Oracle Client: 10.2, Instant Client

- Oracle Server (remote server): 11g

- Mail Package (RPM): postfix-2.3.3-2

- I've done some digging in the archives and found the post by Dirk Pape
(subject: Performance-Bug in SelfService when updated from 3.6.1 to
3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be very
close to what I'm seeing. But the resolution that Dirk used doesn't seem
to apply to the current version of RT, as "@roles => ('Watcher')" is
already set in the html/SelfService/Elements/MyRequests file by default.
And my seems to be with the logon page.

- I have added the following lines to httpd.conf in order to force
http:// requests to use https:// (don't know if this may have some sort
of impact).

 

          RewriteEngine On

RewriteCond %{HTTPS} off

RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}

 

- Could the way Postfix is configured be causing this problem? The
problem seemed to come into play when I started working on the mail
components.

 

 

--Non-Standard Features Being Used--

- SSL (on the front end)

- RT External Auth Plugin (authenticating successfully against AD)

 

 

--What Seem to be Relevant Error Log Outputs--

- /var/log/httpd/access_log: The error below seems to be appearing quite
frequenetly. I'm not sure if it's related or not, but doesn't look good.


 

(RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-" "libwww-perl/5.805"

 

- None of the other logs that I've checked (httpd error_log, rt log)
appear to have anything of relevance to this problem. 

 

 

Thanks in advance for any assistance you may be able to offer.

 

-CK

 

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.5.283 / Virus Database: 270.11.38/2037 - Release Date:
04/03/09 06:19:00


No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.5.285 / Virus Database: 270.11.42/2042 - Release Date:
04/06/09 06:22:00


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From jpierce at cambridgeenergyalliance.org  Tue Apr  7 13:36:02 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 7 Apr 2009 13:36:02 -0400
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca> 
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com> 
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
Message-ID: <be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>

>> Have you enabled pipelining in Firefox?
>
> I had not previously heard of it. I just tried; it makes no difference to
> the speed of the RT3 page
Right, I've not sen much benefit from this (hadn't checked for countermanding
headers from RT), but though It'd mention it. I definitely see an improvement
with cacheing, but perhaps you have other, larger bottlenecks.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From dyoung-rtusers at techsafari.com  Tue Apr  7 13:43:48 2009
From: dyoung-rtusers at techsafari.com (Donovan Young)
Date: Tue, 7 Apr 2009 13:43:48 -0400
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
Message-ID: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>

We've recently upgraded to 3.8.2 from 3.6.3 and originally the  
SimpleSearch feature would search all tickets (active and inactive)  
but now it only searches active tickets by default.  By SimpleSearch  
I'm referring to the search box at the very top of the "RT at a  
glance" page in case there is any ambiguity.

We'd like it to search all tickets again, what would be the best  
approach to modify this behavior?

Thanks in advance for any advice,

Donovan Young



From jpierce at cambridgeenergyalliance.org  Tue Apr  7 13:55:19 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 7 Apr 2009 13:55:19 -0400
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>
Message-ID: <be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com>

On Tue, Apr 7, 2009 at 13:43, Donovan Young
<dyoung-rtusers at techsafari.com> wrote:
> We've recently upgraded to 3.8.2 from 3.6.3 and originally the
> SimpleSearch feature would search all tickets (active and inactive)

Please see the list archives.

It really is best to search active tickets only, but you probably want
to add one of
the patches to allow you to modify a search to target
active/inactive/any tickets.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jesse at bestpractical.com  Tue Apr  7 13:59:38 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 7 Apr 2009 13:59:38 -0400
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>
Message-ID: <20090407175938.GM18432@bestpractical.com>



Andrew, 

Could you post the System Information from inside Configuration -> Tools
for your RT instance?

On Tue, Apr 07, 2009 at 01:36:02PM -0400, Jerrad Pierce wrote:
> >> Have you enabled pipelining in Firefox?
> >
> > I had not previously heard of it. I just tried; it makes no difference to
> > the speed of the RT3 page
> Right, I've not sen much benefit from this (hadn't checked for countermanding
> headers from RT), but though It'd mention it. I definitely see an improvement
> with cacheing, but perhaps you have other, larger bottlenecks.
> 
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> 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  Tue Apr  7 14:05:34 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 7 Apr 2009 13:05:34 -0500
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>
	<be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com>
Message-ID: <20090407180534.GL4584@it.is.rice.edu>

On Tue, Apr 07, 2009 at 01:55:19PM -0400, Jerrad Pierce wrote:
> On Tue, Apr 7, 2009 at 13:43, Donovan Young
> <dyoung-rtusers at techsafari.com> wrote:
> > We've recently upgraded to 3.8.2 from 3.6.3 and originally the
> > SimpleSearch feature would search all tickets (active and inactive)
> 
> Please see the list archives.
> 
> It really is best to search active tickets only, but you probably want
> to add one of
> the patches to allow you to modify a search to target
> active/inactive/any tickets.
> 
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 

I will second the comment about searching active tickets only. In particular
the fulltext:word option will have a (ahem) dramatic affect on the I/O load
of your database if you are not using a system that supports full-text
indexing. Limited to active tickets might me manageable, but all tickets is
a problem that gets worse and worse as new tickets continue to be added.
Just how many sequential scans of your database can your backend support? :)
Currently, Oracle and PostgreSQL support full-text indexing with RT.

My two cents.
Ken


From curtisb at vianet.ca  Tue Apr  7 13:49:15 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Tue, 07 Apr 2009 13:49:15 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <49DB91AF.9020608@vianet.ca>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>
	<49DB91AF.9020608@vianet.ca>
Message-ID: <49DB921B.6060805@vianet.ca>

Just realised you are using Oracle, but the bug seems almost identical.

Curtis Bruneau wrote:
> Seems a lot like the DBD::MySQL bug that many people have had with 
> older versions, basically the children are segfaulting on some timeout 
> bug. During a refresh the parent process is reaping the child and 
> restarting it with a functional process, which is why it appears to 
> take several refreshes to get a page view. I think the last several 
> versions have fixed this.
>
> Charles Kugelman wrote:
>>
>> Update on this:
>>
>> I?ve noticed that while this is happening, I can hit F5 (refresh) a 
>> few times and the page will then successfully load.
>>
>> Any ideas?
>>
>> ** **
>>
>> **-CK*** *
>>
>> ------------------------------------------------------------------------
>>
>> *From:* rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>> *Charles Kugelman
>> *Sent:* Monday, April 06, 2009 8:33 AM
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, 
>> Oracle, RHEL5)
>>
>> Update on this:
>>
>> I?ve updated httpd, httpd-devel, mod_perl, mod_ssl to the latest 
>> version. Problem still exists.
>>
>> One additional thing to note is that this is running as a virtual 
>> machine (on ESX) with 1GB of memory allocated.
>>
>> **-CK****
>>
>> ------------------------------------------------------------------------
>>
>> *From:* rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>> *Charles Kugelman
>> *Sent:* Friday, April 03, 2009 11:36 AM
>> *To:* rt-users at lists.bestpractical.com
>> *Subject:* [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, 
>> RHEL5)
>>
>> Greetings RT Gurus!
>>
>> --Problem--
>>
>> Every morning when I sit down at my desk and point my browser to RT, 
>> it hangs when the login page should be displayed. Usually I?ve just 
>> performed a ?service httpd restart? to resolve the problem. This 
>> morning, I just let it sit and load for in excess of 20 minutes, and 
>> the page finally appeared, after which RT seemed to be performing 
>> fine ? even if I restart my browser and head back to the logon page. 
>> This did happen in the middle of the day yesterday as well, to which 
>> I restarted httpd, as normal. This, obviously, won?t work for 
>> production (which we plan on this system being shortly). I?m sending 
>> this message in the hope that someone can assist me with this problem.
>>
>> --Relevant Info--
>>
>> - RT Version: 3.8.2
>>
>> - HTTPD Package (RPM): httpd-2.2.3-6.el5
>>
>> - Mod_Perl Package (RPM): mod_perl-2.0.2-6.1
>>
>> - Perl Package (RPM): perl-5.8.8-18.el5
>>
>> - OS: RedHat Enterprise Linux 5
>>
>> - Oracle Client: 10.2, Instant Client
>>
>> - Oracle Server (remote server): 11g
>>
>> - Mail Package (RPM): postfix-2.3.3-2
>>
>> - I?ve done some digging in the archives and found the post by Dirk 
>> Pape (subject: Performance-Bug in SelfService when updated from 3.6.1 
>> to 3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be 
>> very close to what I?m seeing. But the resolution that Dirk used 
>> doesn?t seem to apply to the current version of RT, as ?@roles => 
>> ('Watcher')? is already set in the 
>> html/SelfService/Elements/MyRequests file by default. And my seems to 
>> be with the logon page.
>>
>> - I have added the following lines to httpd.conf in order to force 
>> http:// requests to use https:// (don?t know if this may have some 
>> sort of impact).
>>
>> RewriteEngine On
>>
>> RewriteCond %{HTTPS} off
>>
>> RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
>>
>> - Could the way Postfix is configured be causing this problem? The 
>> problem seemed to come into play when I started working on the mail 
>> components.
>>
>> --Non-Standard Features Being Used--
>>
>> - SSL (on the front end)
>>
>> - RT External Auth Plugin (authenticating successfully against AD)
>>
>> --What Seem to be Relevant Error Log Outputs--
>>
>> - /var/log/httpd/access_log: The error below seems to be appearing 
>> quite frequenetly. I?m not sure if it?s related or not, but doesn?t 
>> look good.
>>
>> (RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST 
>> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-" "libwww-perl/5.805"
>>
>> - None of the other logs that I?ve checked (httpd error_log, rt log) 
>> appear to have anything of relevance to this problem.
>>
>> Thanks in advance for any assistance you may be able to offer.
>>
>> -CK
>>
>> No virus found in this incoming message.
>> Checked by AVG - www.avg.com
>> Version: 8.5.283 / Virus Database: 270.11.38/2037 - Release Date: 
>> 04/03/09 06:19:00
>>
>> No virus found in this incoming message.
>> Checked by AVG - www.avg.com
>> Version: 8.5.285 / Virus Database: 270.11.42/2042 - Release Date: 
>> 04/06/09 06:22:00
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> 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 curtisb at vianet.ca  Tue Apr  7 13:47:27 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Tue, 07 Apr 2009 13:47:27 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <49DB91AF.9020608@vianet.ca>

Seems a lot like the DBD::MySQL bug that many people have had with older 
versions, basically the children are segfaulting on some timeout bug. 
During a refresh the parent process is reaping the child and restarting 
it with a functional process, which is why it appears to take several 
refreshes to get a page view. I think the last several versions have 
fixed this.

Charles Kugelman wrote:
>
> Update on this:
>
> I?ve noticed that while this is happening, I can hit F5 (refresh) a 
> few times and the page will then successfully load.
>
> Any ideas?
>
> ** **
>
> **-CK*** *
>
> ------------------------------------------------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Charles Kugelman
> *Sent:* Monday, April 06, 2009 8:33 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, 
> RHEL5)
>
> Update on this:
>
> I?ve updated httpd, httpd-devel, mod_perl, mod_ssl to the latest 
> version. Problem still exists.
>
> One additional thing to note is that this is running as a virtual 
> machine (on ESX) with 1GB of memory allocated.
>
> **-CK****
>
> ------------------------------------------------------------------------
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Charles Kugelman
> *Sent:* Friday, April 03, 2009 11:36 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
>
> Greetings RT Gurus!
>
> --Problem--
>
> Every morning when I sit down at my desk and point my browser to RT, 
> it hangs when the login page should be displayed. Usually I?ve just 
> performed a ?service httpd restart? to resolve the problem. This 
> morning, I just let it sit and load for in excess of 20 minutes, and 
> the page finally appeared, after which RT seemed to be performing fine 
> ? even if I restart my browser and head back to the logon page. This 
> did happen in the middle of the day yesterday as well, to which I 
> restarted httpd, as normal. This, obviously, won?t work for production 
> (which we plan on this system being shortly). I?m sending this message 
> in the hope that someone can assist me with this problem.
>
> --Relevant Info--
>
> - RT Version: 3.8.2
>
> - HTTPD Package (RPM): httpd-2.2.3-6.el5
>
> - Mod_Perl Package (RPM): mod_perl-2.0.2-6.1
>
> - Perl Package (RPM): perl-5.8.8-18.el5
>
> - OS: RedHat Enterprise Linux 5
>
> - Oracle Client: 10.2, Instant Client
>
> - Oracle Server (remote server): 11g
>
> - Mail Package (RPM): postfix-2.3.3-2
>
> - I?ve done some digging in the archives and found the post by Dirk 
> Pape (subject: Performance-Bug in SelfService when updated from 3.6.1 
> to 3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be very 
> close to what I?m seeing. But the resolution that Dirk used doesn?t 
> seem to apply to the current version of RT, as ?@roles => ('Watcher')? 
> is already set in the html/SelfService/Elements/MyRequests file by 
> default. And my seems to be with the logon page.
>
> - I have added the following lines to httpd.conf in order to force 
> http:// requests to use https:// (don?t know if this may have some 
> sort of impact).
>
> RewriteEngine On
>
> RewriteCond %{HTTPS} off
>
> RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
>
> - Could the way Postfix is configured be causing this problem? The 
> problem seemed to come into play when I started working on the mail 
> components.
>
> --Non-Standard Features Being Used--
>
> - SSL (on the front end)
>
> - RT External Auth Plugin (authenticating successfully against AD)
>
> --What Seem to be Relevant Error Log Outputs--
>
> - /var/log/httpd/access_log: The error below seems to be appearing 
> quite frequenetly. I?m not sure if it?s related or not, but doesn?t 
> look good.
>
> (RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST 
> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-" "libwww-perl/5.805"
>
> - None of the other logs that I?ve checked (httpd error_log, rt log) 
> appear to have anything of relevance to this problem.
>
> Thanks in advance for any assistance you may be able to offer.
>
> -CK
>
> No virus found in this incoming message.
> Checked by AVG - www.avg.com
> Version: 8.5.283 / Virus Database: 270.11.38/2037 - Release Date: 
> 04/03/09 06:19:00
>
> No virus found in this incoming message.
> Checked by AVG - www.avg.com
> Version: 8.5.285 / Virus Database: 270.11.42/2042 - Release Date: 
> 04/06/09 06:22:00
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 advax at triumf.ca  Tue Apr  7 14:50:25 2009
From: advax at triumf.ca (Andrew Daviel)
Date: Tue, 7 Apr 2009 11:50:25 -0700 (PDT)
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <20090407175938.GM18432@bestpractical.com>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>
	<20090407175938.GM18432@bestpractical.com>
Message-ID: <Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>

On Tue, 7 Apr 2009, Jesse Vincent wrote:

>
>
> Andrew,
>
> Could you post the System Information from inside Configuration -> Tools
> for your RT instance?

See http://andrew2.triumf.ca/helpdesk.config2.notes

(some minor sanitization)

This is running on Scientific Linux 5.2.
(Basically RedHat Enterprise recompiled from public source, like CENTOS)

We had upgraded at one point from I believe 3.0 to 3.8 using the upgrade 
scripts.

-- 
Andrew Daviel, TRIUMF, Canada
Tel. +1 (604) 222-7376  (Pacific Time)
Network Security Manager


From dyoung-rtusers at techsafari.com  Tue Apr  7 14:52:16 2009
From: dyoung-rtusers at techsafari.com (Donovan Young)
Date: Tue, 7 Apr 2009 14:52:16 -0400
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <20090407180534.GL4584@it.is.rice.edu>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>
	<be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com>
	<20090407180534.GL4584@it.is.rice.edu>
Message-ID: <9714CFBD-806A-489C-B674-EE27CD3DAC32@techsafari.com>

As an aside, if the base code needs to be modified... I wonder if we  
could add the ability to use "all:" as a modifier much like the  
"fulltext:" modifier to the search routines? Alas, once again I can't  
seem to find where that is implemented.

On Apr 7, 2009, at 2:05 PM, Kenneth Marshall wrote:

> On Tue, Apr 07, 2009 at 01:55:19PM -0400, Jerrad Pierce wrote:
>> On Tue, Apr 7, 2009 at 13:43, Donovan Young
>> <dyoung-rtusers at techsafari.com> wrote:
>>> We've recently upgraded to 3.8.2 from 3.6.3 and originally the
>>> SimpleSearch feature would search all tickets (active and inactive)
>>
>> Please see the list archives.
>>
>> It really is best to search active tickets only, but you probably  
>> want
>> to add one of
>> the patches to allow you to modify a search to target
>> active/inactive/any tickets.
>>
>> -- 
>> Cambridge Energy Alliance: Save money. Save the planet.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>
> I will second the comment about searching active tickets only. In  
> particular
> the fulltext:word option will have a (ahem) dramatic affect on the I/ 
> O load
> of your database if you are not using a system that supports full-text
> indexing. Limited to active tickets might me manageable, but all  
> tickets is
> a problem that gets worse and worse as new tickets continue to be  
> added.
> Just how many sequential scans of your database can your backend  
> support? :)
> Currently, Oracle and PostgreSQL support full-text indexing with RT.
>
> My two cents.
> Ken



From jesse at bestpractical.com  Tue Apr  7 14:53:10 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 7 Apr 2009 14:53:10 -0400
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>
	<20090407175938.GM18432@bestpractical.com>
	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
Message-ID: <20090407185310.GQ18432@bestpractical.com>




On Tue, Apr 07, 2009 at 11:50:25AM -0700, Andrew Daviel wrote:
> On Tue, 7 Apr 2009, Jesse Vincent wrote:
> 
> >
> >
> >Andrew,
> >
> >Could you post the System Information from inside Configuration -> Tools
> >for your RT instance?
> 
> See http://andrew2.triumf.ca/helpdesk.config2.notes
> 
> (some minor sanitization)

I'd expect to see Apache::DBI.  That's a small bit of a perf hit right
there.

> 
> This is running on Scientific Linux 5.2.
> (Basically RedHat Enterprise recompiled from public source, like CENTOS)
> 
> We had upgraded at one point from I believe 3.0 to 3.8 using the upgrade 
> scripts.

You'll want to carefully doublecheck database indexes.  Also, have your
DBAs been maintaining the RT database? Have statistics been recomputed
lately?


> -- 
> Andrew Daviel, TRIUMF, Canada
> Tel. +1 (604) 222-7376  (Pacific Time)
> Network Security Manager
> 

-- 


From dyoung-rtusers at techsafari.com  Tue Apr  7 14:53:12 2009
From: dyoung-rtusers at techsafari.com (Donovan Young)
Date: Tue, 7 Apr 2009 14:53:12 -0400
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <20090407180534.GL4584@it.is.rice.edu>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>
	<be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com>
	<20090407180534.GL4584@it.is.rice.edu>
Message-ID: <14CDE8C0-1294-4A77-BDF5-91DAB9D3D2EC@techsafari.com>

I appreciate the advice about searches and we're aware of the impact  
on performance.

Before posting here I had searched through the archives and was unable  
to find any solutions specific to 3.8.2 (or perhaps I'm not searching  
for the right keywords in the vast amount of data therein?).  I'd  
rather not modify the core code if possible so we do not run into  
problems (or loss of functionality) in subsequent upgrades.  Isn't  
there any way to override this behavior without modifying the base code?

Looking though the code (specifically Search/Simple.html) I see  
references to a "SearchArgs" callback, but I'm not clear as to what  
that is or how it's used.  Perhaps this is simply a red herring to my  
question.

I had hoped this could be a simple thing to change considering it's  
pulling the default search criteria from somewhere.  When I go to  
"Edit Search" after performing a SimpleSearch I see the query has  
inserted;

"( status = 'new'
  OR status = 'open'
  OR status = 'stalled'"... etc

into the query (which are the active statuses listed in the  
@ActiveStatus array in RT_SiteConfig.pm).  We simply want to remove  
this portion from the default search criteria.

I'm still hopeful someone will be able to point me in the right  
direction.

Thanks again,

Donovan

On Apr 7, 2009, at 2:05 PM, Kenneth Marshall wrote:

> On Tue, Apr 07, 2009 at 01:55:19PM -0400, Jerrad Pierce wrote:
>> On Tue, Apr 7, 2009 at 13:43, Donovan Young
>> <dyoung-rtusers at techsafari.com> wrote:
>>> We've recently upgraded to 3.8.2 from 3.6.3 and originally the
>>> SimpleSearch feature would search all tickets (active and inactive)
>>
>> Please see the list archives.
>>
>> It really is best to search active tickets only, but you probably  
>> want
>> to add one of
>> the patches to allow you to modify a search to target
>> active/inactive/any tickets.
>>
>> -- 
>> Cambridge Energy Alliance: Save money. Save the planet.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>
> I will second the comment about searching active tickets only. In  
> particular
> the fulltext:word option will have a (ahem) dramatic affect on the I/ 
> O load
> of your database if you are not using a system that supports full-text
> indexing. Limited to active tickets might me manageable, but all  
> tickets is
> a problem that gets worse and worse as new tickets continue to be  
> added.
> Just how many sequential scans of your database can your backend  
> support? :)
> Currently, Oracle and PostgreSQL support full-text indexing with RT.
>
> My two cents.
> Ken

-------------- next part --------------
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From jpierce at cambridgeenergyalliance.org  Tue Apr  7 14:57:23 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 7 Apr 2009 14:57:23 -0400
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <9714CFBD-806A-489C-B674-EE27CD3DAC32@techsafari.com>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com> 
	<be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com> 
	<20090407180534.GL4584@it.is.rice.edu>
	<9714CFBD-806A-489C-B674-EE27CD3DAC32@techsafari.com>
Message-ID: <be7163f0904071157u64cdb631qa53d371214fa9d4d@mail.gmail.com>

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

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From toml at bitstatement.net  Tue Apr  7 15:01:36 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 07 Apr 2009 12:01:36 -0700
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <14CDE8C0-1294-4A77-BDF5-91DAB9D3D2EC@techsafari.com>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>	<be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com>	<20090407180534.GL4584@it.is.rice.edu>
	<14CDE8C0-1294-4A77-BDF5-91DAB9D3D2EC@techsafari.com>
Message-ID: <49DBA310.8060109@bitstatement.net>

> "( status = 'new'
>  OR status = 'open'
>  OR status = 'stalled'"... etc
> 
> into the query (which are the active statuses listed in the
> @ActiveStatus array in RT_SiteConfig.pm).  We simply want to remove this
> portion from the default search criteria.

I think this is done in $RTHOME/lib/RT/Search/Googleish.pm

You'd need to copy it to $RTHOME/local/lib/RT/Search/Googleish.pm and modify
its code.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From dyoung-rtusers at techsafari.com  Tue Apr  7 15:02:42 2009
From: dyoung-rtusers at techsafari.com (Donovan Young)
Date: Tue, 7 Apr 2009 15:02:42 -0400
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <be7163f0904071157u64cdb631qa53d371214fa9d4d@mail.gmail.com>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com>
	<be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com>
	<20090407180534.GL4584@it.is.rice.edu>
	<9714CFBD-806A-489C-B674-EE27CD3DAC32@techsafari.com>
	<be7163f0904071157u64cdb631qa53d371214fa9d4d@mail.gmail.com>
Message-ID: <120432B1-4729-4280-A671-912A20FA626F@techsafari.com>

Thank you Jerrad!

I was searching through http://www.gossamer-threads.com/lists/rt/ and  
not the wiki.

Donovan

On Apr 7, 2009, at 2:57 PM, Jerrad Pierce wrote:

> http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved
>
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.



From kfcrocker at lbl.gov  Tue Apr  7 15:04:55 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 07 Apr 2009 12:04:55 -0700
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <49DB921B.6060805@vianet.ca>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>
	<49DB91AF.9020608@vianet.ca> <49DB921B.6060805@vianet.ca>
Message-ID: <49DBA3D7.10604@lbl.gov>

Charles,


    WE also have Oracle, but we are on 3.6.4. I have noticed that when I 
first bring up RT, it takes a little while, ESPECIALLY if I have some 
queries I selected for my home page. I'm not a DBA, nor a UNIX 
specialist, but as I watch my computer take a long time with the initial 
loading, I wonder if there are some sort of size parametrs that can be 
set that allow for larger batches of cache data, buffered data or 
whatever to be loaded faster. I/O always takes way more time to process 
than internal commands, so I just figured that the excess time was due 
to the fact I may be loading a search/result that goes to a table with a 
poor index or key. Or perhaps I have too many user with wide-open 
permissions and all that I/O to check the different DB Tables for 
permissions, etc was taking all the time.
    I'd try changing your home page to NOT pull ANY searchs and see how 
that affects the loading time. If it is still incredibly slow, then 
there must be some setting that affects data transfer size that might help.
    Just a couple dumb thoughts.


Kenn
LBNL

On 4/7/2009 10:49 AM, Curtis Bruneau wrote:
> Just realised you are using Oracle, but the bug seems almost identical.
>
> Curtis Bruneau wrote:
>   
>> Seems a lot like the DBD::MySQL bug that many people have had with 
>> older versions, basically the children are segfaulting on some timeout 
>> bug. During a refresh the parent process is reaping the child and 
>> restarting it with a functional process, which is why it appears to 
>> take several refreshes to get a page view. I think the last several 
>> versions have fixed this.
>>
>> Charles Kugelman wrote:
>>     
>>> Update on this:
>>>
>>> I?ve noticed that while this is happening, I can hit F5 (refresh) a 
>>> few times and the page will then successfully load.
>>>
>>> Any ideas?
>>>
>>> ** **
>>>
>>> **-CK*** *
>>>
>>> ------------------------------------------------------------------------
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>>> *Charles Kugelman
>>> *Sent:* Monday, April 06, 2009 8:33 AM
>>> *To:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, 
>>> Oracle, RHEL5)
>>>
>>> Update on this:
>>>
>>> I?ve updated httpd, httpd-devel, mod_perl, mod_ssl to the latest 
>>> version. Problem still exists.
>>>
>>> One additional thing to note is that this is running as a virtual 
>>> machine (on ESX) with 1GB of memory allocated.
>>>
>>> **-CK****
>>>
>>> ------------------------------------------------------------------------
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>>> *Charles Kugelman
>>> *Sent:* Friday, April 03, 2009 11:36 AM
>>> *To:* rt-users at lists.bestpractical.com
>>> *Subject:* [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, 
>>> RHEL5)
>>>
>>> Greetings RT Gurus!
>>>
>>> --Problem--
>>>
>>> Every morning when I sit down at my desk and point my browser to RT, 
>>> it hangs when the login page should be displayed. Usually I?ve just 
>>> performed a ?service httpd restart? to resolve the problem. This 
>>> morning, I just let it sit and load for in excess of 20 minutes, and 
>>> the page finally appeared, after which RT seemed to be performing 
>>> fine ? even if I restart my browser and head back to the logon page. 
>>> This did happen in the middle of the day yesterday as well, to which 
>>> I restarted httpd, as normal. This, obviously, won?t work for 
>>> production (which we plan on this system being shortly). I?m sending 
>>> this message in the hope that someone can assist me with this problem.
>>>
>>> --Relevant Info--
>>>
>>> - RT Version: 3.8.2
>>>
>>> - HTTPD Package (RPM): httpd-2.2.3-6.el5
>>>
>>> - Mod_Perl Package (RPM): mod_perl-2.0.2-6.1
>>>
>>> - Perl Package (RPM): perl-5.8.8-18.el5
>>>
>>> - OS: RedHat Enterprise Linux 5
>>>
>>> - Oracle Client: 10.2, Instant Client
>>>
>>> - Oracle Server (remote server): 11g
>>>
>>> - Mail Package (RPM): postfix-2.3.3-2
>>>
>>> - I?ve done some digging in the archives and found the post by Dirk 
>>> Pape (subject: Performance-Bug in SelfService when updated from 3.6.1 
>>> to 3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue seems to be 
>>> very close to what I?m seeing. But the resolution that Dirk used 
>>> doesn?t seem to apply to the current version of RT, as ?@roles => 
>>> ('Watcher')? is already set in the 
>>> html/SelfService/Elements/MyRequests file by default. And my seems to 
>>> be with the logon page.
>>>
>>> - I have added the following lines to httpd.conf in order to force 
>>> http:// requests to use https:// (don?t know if this may have some 
>>> sort of impact).
>>>
>>> RewriteEngine On
>>>
>>> RewriteCond %{HTTPS} off
>>>
>>> RewriteRule (.*) https://%{HTTP_HOST}%{REQUEST_URI}
>>>
>>> - Could the way Postfix is configured be causing this problem? The 
>>> problem seemed to come into play when I started working on the mail 
>>> components.
>>>
>>> --Non-Standard Features Being Used--
>>>
>>> - SSL (on the front end)
>>>
>>> - RT External Auth Plugin (authenticating successfully against AD)
>>>
>>> --What Seem to be Relevant Error Log Outputs--
>>>
>>> - /var/log/httpd/access_log: The error below seems to be appearing 
>>> quite frequenetly. I?m not sure if it?s related or not, but doesn?t 
>>> look good.
>>>
>>> (RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST 
>>> /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-" "libwww-perl/5.805"
>>>
>>> - None of the other logs that I?ve checked (httpd error_log, rt log) 
>>> appear to have anything of relevance to this problem.
>>>
>>> Thanks in advance for any assistance you may be able to offer.
>>>
>>> -CK
>>>
>>> No virus found in this incoming message.
>>> Checked by AVG - www.avg.com
>>> Version: 8.5.283 / Virus Database: 270.11.38/2037 - Release Date: 
>>> 04/03/09 06:19:00
>>>
>>> No virus found in this incoming message.
>>> Checked by AVG - www.avg.com
>>> Version: 8.5.285 / Virus Database: 270.11.42/2042 - Release Date: 
>>> 04/06/09 06:22:00
>>>
>>> ------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> 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 jpierce at cambridgeenergyalliance.org  Tue Apr  7 15:04:54 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 7 Apr 2009 15:04:54 -0400
Subject: [rt-users] Modifying SimpleSearch in RT 3.8.2
In-Reply-To: <120432B1-4729-4280-A671-912A20FA626F@techsafari.com>
References: <9DCFF779-D058-4FF5-B243-2C2DDE875F5F@techsafari.com> 
	<be7163f0904071055w61128d0bmccc962bedf0ee195@mail.gmail.com> 
	<20090407180534.GL4584@it.is.rice.edu>
	<9714CFBD-806A-489C-B674-EE27CD3DAC32@techsafari.com> 
	<be7163f0904071157u64cdb631qa53d371214fa9d4d@mail.gmail.com> 
	<120432B1-4729-4280-A671-912A20FA626F@techsafari.com>
Message-ID: <be7163f0904071204g795f5230q860689a5c958505f@mail.gmail.com>

Well the topics come up before on the list. I assumed that numerous options
had come up, but you failed to find them so I reached for an approach that's
known to work. We use the any/resolved keywords here without any difficulty.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From Charles.Kugelman at kaplan.com  Tue Apr  7 15:23:15 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Tue, 7 Apr 2009 15:23:15 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <49DBA3D7.10604@lbl.gov>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>
	<49DB91AF.9020608@vianet.ca> <49DB921B.6060805@vianet.ca>
	<49DBA3D7.10604@lbl.gov>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com>

Ken,

 

Thanks for the response. The problem in fact presents itself even before
we get to that point (the home page). Essentially, it's the login page
where we see the problem. We come in (in the morning, after RT has been
sitting all night with no activity) and open our browsers and we're not
presented with the login page, but instead just a white page which
proceeds to "load" for 20 minutes before we're finally prompted for
login. As noted, jamming the F5 button several times will "nudge" the
login page to appear instantly. CPU util is nearly nothing all the time
on this VM, as well.

 

Our Oracle DBA has enabled debugging on that database, so maybe we'll
know something more tomorrow.

 

On a side note, we noticed that KeepAlive was set to "Off" by in the
httpd.conf. Apache's website says the default is "On." Sort of odd on
that, but I changed it to "On." Not sure why this would cause this sort
of problem, but I'm grasping.

 

Thanks!

 

-CK

 

________________________________

From: Ken Crocker [mailto:kfcrocker at lbl.gov] 
Sent: Tuesday, April 07, 2009 3:05 PM
To: Curtis Bruneau
Cc: Charles Kugelman; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
RHEL5)

 

Charles,


    WE also have Oracle, but we are on 3.6.4. I have noticed that when I
first bring up RT, it takes a little while, ESPECIALLY if I have some
queries I selected for my home page. I'm not a DBA, nor a UNIX
specialist, but as I watch my computer take a long time with the initial
loading, I wonder if there are some sort of size parametrs that can be
set that allow for larger batches of cache data, buffered data or
whatever to be loaded faster. I/O always takes way more time to process
than internal commands, so I just figured that the excess time was due
to the fact I may be loading a search/result that goes to a table with a
poor index or key. Or perhaps I have too many user with wide-open
permissions and all that I/O to check the different DB Tables for
permissions, etc was taking all the time.
    I'd try changing your home page to NOT pull ANY searchs and see how
that affects the loading time. If it is still incredibly slow, then
there must be some setting that affects data transfer size that might
help.
    Just a couple dumb thoughts.


Kenn
LBNL

On 4/7/2009 10:49 AM, Curtis Bruneau wrote: 

Just realised you are using Oracle, but the bug seems almost identical.
 
Curtis Bruneau wrote:
  

	Seems a lot like the DBD::MySQL bug that many people have had
with 
	older versions, basically the children are segfaulting on some
timeout 
	bug. During a refresh the parent process is reaping the child
and 
	restarting it with a functional process, which is why it appears
to 
	take several refreshes to get a page view. I think the last
several 
	versions have fixed this.
	 
	Charles Kugelman wrote:
	    

		Update on this:
		 
		I've noticed that while this is happening, I can hit F5
(refresh) a 
		few times and the page will then successfully load.
		 
		Any ideas?
		 
		** **
		 
		**-CK*** *
		 
	
------------------------------------------------------------------------
		 
		*From:* rt-users-bounces at lists.bestpractical.com 
		[mailto:rt-users-bounces at lists.bestpractical.com] *On
Behalf Of 
		*Charles Kugelman
		*Sent:* Monday, April 06, 2009 8:33 AM
		*To:* rt-users at lists.bestpractical.com
		*Subject:* Re: [rt-users] Hanging Login Page (ModPerl2,
HTTPD, 
		Oracle, RHEL5)
		 
		Update on this:
		 
		I've updated httpd, httpd-devel, mod_perl, mod_ssl to
the latest 
		version. Problem still exists.
		 
		One additional thing to note is that this is running as
a virtual 
		machine (on ESX) with 1GB of memory allocated.
		 
		**-CK****
		 
	
------------------------------------------------------------------------
		 
		*From:* rt-users-bounces at lists.bestpractical.com 
		[mailto:rt-users-bounces at lists.bestpractical.com] *On
Behalf Of 
		*Charles Kugelman
		*Sent:* Friday, April 03, 2009 11:36 AM
		*To:* rt-users at lists.bestpractical.com
		*Subject:* [rt-users] Hanging Login Page (ModPerl2,
HTTPD, Oracle, 
		RHEL5)
		 
		Greetings RT Gurus!
		 
		--Problem--
		 
		Every morning when I sit down at my desk and point my
browser to RT, 
		it hangs when the login page should be displayed.
Usually I've just 
		performed a "service httpd restart" to resolve the
problem. This 
		morning, I just let it sit and load for in excess of 20
minutes, and 
		the page finally appeared, after which RT seemed to be
performing 
		fine - even if I restart my browser and head back to the
logon page. 
		This did happen in the middle of the day yesterday as
well, to which 
		I restarted httpd, as normal. This, obviously, won't
work for 
		production (which we plan on this system being shortly).
I'm sending 
		this message in the hope that someone can assist me with
this problem.
		 
		--Relevant Info--
		 
		- RT Version: 3.8.2
		 
		- HTTPD Package (RPM): httpd-2.2.3-6.el5
		 
		- Mod_Perl Package (RPM): mod_perl-2.0.2-6.1
		 
		- Perl Package (RPM): perl-5.8.8-18.el5
		 
		- OS: RedHat Enterprise Linux 5
		 
		- Oracle Client: 10.2, Instant Client
		 
		- Oracle Server (remote server): 11g
		 
		- Mail Package (RPM): postfix-2.3.3-2
		 
		- I've done some digging in the archives and found the
post by Dirk 
		Pape (subject: Performance-Bug in SelfService when
updated from 3.6.1 
		to 3.6.3, date: Jan 22, 2007, 11:39 PM) and the issue
seems to be 
		very close to what I'm seeing. But the resolution that
Dirk used 
		doesn't seem to apply to the current version of RT, as
"@roles => 
		('Watcher')" is already set in the 
		html/SelfService/Elements/MyRequests file by default.
And my seems to 
		be with the logon page.
		 
		- I have added the following lines to httpd.conf in
order to force 
		http:// requests to use https:// (don't know if this may
have some 
		sort of impact).
		 
		RewriteEngine On
		 
		RewriteCond %{HTTPS} off
		 
		RewriteRule (.*) https://% <https://%25>
{HTTP_HOST}%{REQUEST_URI}
		 
		- Could the way Postfix is configured be causing this
problem? The 
		problem seemed to come into play when I started working
on the mail 
		components.
		 
		--Non-Standard Features Being Used--
		 
		- SSL (on the front end)
		 
		- RT External Auth Plugin (authenticating successfully
against AD)
		 
		--What Seem to be Relevant Error Log Outputs--
		 
		- /var/log/httpd/access_log: The error below seems to be
appearing 
		quite frequenetly. I'm not sure if it's related or not,
but doesn't 
		look good.
		 
		(RTHOST) - - [03/Apr/2009:09:51:57 -0400] "POST 
		/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 333 "-"
"libwww-perl/5.805"
		 
		- None of the other logs that I've checked (httpd
error_log, rt log) 
		appear to have anything of relevance to this problem.
		 
		Thanks in advance for any assistance you may be able to
offer.
		 
		-CK
		 
		No virus found in this incoming message.
		Checked by AVG - www.avg.com
		Version: 8.5.283 / Virus Database: 270.11.38/2037 -
Release Date: 
		04/03/09 06:19:00
		 
		No virus found in this incoming message.
		Checked by AVG - www.avg.com
		Version: 8.5.285 / Virus Database: 270.11.42/2042 -
Release Date: 
		04/06/09 06:22:00
		 
	
------------------------------------------------------------------------
		 
		_______________________________________________
	
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 kmckinnis at tivo.com  Tue Apr  7 15:39:55 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Tue, 7 Apr 2009 12:39:55 -0700
Subject: [rt-users] completely horked my rt database connection
Message-ID: <79E0423E511EB7469840F12A98F81BC804394A3572@CORPEX01.Tivo.com>

Following Jesse's suggestion to run mysqltuner, I didn't pay close enough attention to what I was doing and ran the script as admin, which didn't look at my rt database. I removed innoDB, as per it's recommendation, and now my entire install is horked. I suspect that it re-created my mysql users, which is what's causing the problem, but I can't find where RT configures this so I can reset it. Help!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From JoopvandeWege at mococo.nl  Tue Apr  7 15:45:17 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 07 Apr 2009 21:45:17 +0200
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>	<49DB91AF.9020608@vianet.ca>
	<49DB921B.6060805@vianet.ca>	<49DBA3D7.10604@lbl.gov>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <49DBAD4D.3030404@mococo.nl>

Charles Kugelman wrote:
> Ken,
> 
>  
> 
> Thanks for the response. The problem in fact presents itself even before 
> we get to that point (the home page). Essentially, it?s the login page 
> where we see the problem. We come in (in the morning, after RT has been 
> sitting all night with no activity) and open our browsers and we?re not 
> presented with the login page, but instead just a white page which 
> proceeds to ?load? for 20 minutes before we?re finally prompted for 
> login. As noted, jamming the F5 button several times will ?nudge? the 
> login page to appear instantly. CPU util is nearly nothing all the time 
> on this VM, as well.
That might be your problem, together with something you'll probably find 
hard to believe.
Our setup is more or less the same, Oracle XE together with RT-3.8.2 on 
Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of 
memory and that I have found is a breakpoint in performance. Using only 
786Mb of memory will yield a far more responsive system in the morning, 
especially monday morning, than the 1Gb VM. Our test instance is even 
worse then that. Apaches weekly logrotate, cronjob, will cause Apache to 
not restart. A tell tale sign that your VM has gone to 'sleep' is to ssh 
into it. You'll see terrible connection time whereas if you have been 
using the VM a while it will connect in an instant.

Maybe this helps you narrow it down,

Joop



From curtisb at vianet.ca  Tue Apr  7 15:48:52 2009
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Tue, 07 Apr 2009 15:48:52 -0400
Subject: [rt-users] completely horked my rt database connection
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804394A3572@CORPEX01.Tivo.com>
References: <79E0423E511EB7469840F12A98F81BC804394A3572@CORPEX01.Tivo.com>
Message-ID: <49DBAE24.6060109@vianet.ca>

It may have added a line to your my.cnf .. usually in /etc/mysql/my.cnf

skip-innodb

You will want to #comment that. There may be other settings but that 
will skip the innodb engine and won't initialize your database.

Kimberly McKinnis wrote:
>
> Following Jesse?s suggestion to run mysqltuner, I didn?t pay close 
> enough attention to what I was doing and ran the script as admin, 
> which didn?t look at my rt database. I removed innoDB, as per it?s 
> recommendation, and now my entire install is horked. I suspect that it 
> re-created my mysql users, which is what?s causing the problem, but I 
> can?t find where RT configures this so I can reset it. Help!
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 kmckinnis at tivo.com  Tue Apr  7 15:51:40 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Tue, 7 Apr 2009 12:51:40 -0700
Subject: [rt-users] completely horked my rt database connection
In-Reply-To: <49DBAE24.6060109@vianet.ca>
References: <79E0423E511EB7469840F12A98F81BC804394A3572@CORPEX01.Tivo.com>
	<49DBAE24.6060109@vianet.ca>
Message-ID: <79E0423E511EB7469840F12A98F81BC804394A357A@CORPEX01.Tivo.com>

That's exactly what it was. Thank you.


-----Original Message-----
From: Curtis Bruneau [mailto:curtisb at vianet.ca] 
Sent: Tuesday, April 07, 2009 12:49 PM
To: Kimberly McKinnis; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] completely horked my rt database connection

It may have added a line to your my.cnf .. usually in /etc/mysql/my.cnf

skip-innodb

You will want to #comment that. There may be other settings but that 
will skip the innodb engine and won't initialize your database.

Kimberly McKinnis wrote:
>
> Following Jesse's suggestion to run mysqltuner, I didn't pay close 
> enough attention to what I was doing and ran the script as admin, 
> which didn't look at my rt database. I removed innoDB, as per it's 
> recommendation, and now my entire install is horked. I suspect that it 
> re-created my mysql users, which is what's causing the problem, but I 
> can't find where RT configures this so I can reset it. Help!
>
> ~~
>
> Kimberly McKinnis
>
> System Operations Engineer
>
> Service Provider Division, TiVo Inc
>
> 408-519-9607
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 Charles.Kugelman at kaplan.com  Tue Apr  7 15:58:35 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Tue, 7 Apr 2009 15:58:35 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <49DBAD4D.3030404@mococo.nl>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>	<49DB91AF.9020608@vianet.ca>
	<49DB921B.6060805@vianet.ca>	<49DBA3D7.10604@lbl.gov>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com>
	<49DBAD4D.3030404@mococo.nl>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C3BC5ED@EXKPBYSB1.alpha.kaplaninc.com>

Joop,

Thanks for the response. In fact we just bumped the VM to 2GB to see if
that might help the performance issue, it did not.

We'll give your suggestion a shot and report back.

Thanks again!

-CK

-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Tuesday, April 07, 2009 3:45 PM
To: Charles Kugelman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
RHEL5)

Charles Kugelman wrote:
> Ken,
> 
>  
> 
> Thanks for the response. The problem in fact presents itself even
before 
> we get to that point (the home page). Essentially, it's the login page

> where we see the problem. We come in (in the morning, after RT has
been 
> sitting all night with no activity) and open our browsers and we're
not 
> presented with the login page, but instead just a white page which 
> proceeds to "load" for 20 minutes before we're finally prompted for 
> login. As noted, jamming the F5 button several times will "nudge" the 
> login page to appear instantly. CPU util is nearly nothing all the
time 
> on this VM, as well.
That might be your problem, together with something you'll probably find

hard to believe.
Our setup is more or less the same, Oracle XE together with RT-3.8.2 on 
Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of 
memory and that I have found is a breakpoint in performance. Using only 
786Mb of memory will yield a far more responsive system in the morning, 
especially monday morning, than the 1Gb VM. Our test instance is even 
worse then that. Apaches weekly logrotate, cronjob, will cause Apache to

not restart. A tell tale sign that your VM has gone to 'sleep' is to ssh

into it. You'll see terrible connection time whereas if you have been 
using the VM a while it will connect in an instant.

Maybe this helps you narrow it down,

Joop



From jarends at illinois.edu  Tue Apr  7 16:12:04 2009
From: jarends at illinois.edu (John Arends)
Date: Tue, 07 Apr 2009 15:12:04 -0500
Subject: [rt-users] CanonicalizeEmailAddress question
Message-ID: <49DBB394.9050500@illinois.edu>

We're using the CanonicalizeEmailAddress config options to deal with 
making sure username at somemachine.server.edu is the same as 
username at server.edu. It works great, especially because nobody was ever 
supposed to create an email account as something at somemachine.server.edu 
and not create an equivalent one as something at server.edu.

Of course now someone in another unit has done that, and there is no 
matching something at server.edu account. This goes against our own best 
practices, but there is nothing I can do about it right now. As a 
result, RT can not email something at somemachine.server.edu because RT 
keeps forcing the address to be something at server.edu which does not exist.

I tried manually changing the account for that user to use the real 
address, but CanonicalizeEmailAddress keeps kicking in and changing it.

Any suggestions on how to work around it for this one email address? I 
wonder if I was to manually change the address in the database if that 
would help. I just do not want to mess with the database by hand...


From jesse at bestpractical.com  Tue Apr  7 16:22:03 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 7 Apr 2009 16:22:03 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C3BC5ED@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>
	<49DB91AF.9020608@vianet.ca> <49DB921B.6060805@vianet.ca>
	<49DBA3D7.10604@lbl.gov>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com>
	<49DBAD4D.3030404@mococo.nl>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC5ED@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <20090407202203.GT18432@bestpractical.com>




On Tue, Apr 07, 2009 at 03:58:35PM -0400, Charles Kugelman wrote:
> Joop,
> 
> Thanks for the response. In fact we just bumped the VM to 2GB to see if
> that might help the performance issue, it did not.
> 
> We'll give your suggestion a shot and report back.
> 

Out of curiosity, do you have snapshots on the VM your oracle database
is on?

> Thanks again!
> 
> -CK
> 
> -----Original Message-----
> From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
> Sent: Tuesday, April 07, 2009 3:45 PM
> To: Charles Kugelman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
> RHEL5)
> 
> Charles Kugelman wrote:
> > Ken,
> > 
> >  
> > 
> > Thanks for the response. The problem in fact presents itself even
> before 
> > we get to that point (the home page). Essentially, it's the login page
> 
> > where we see the problem. We come in (in the morning, after RT has
> been 
> > sitting all night with no activity) and open our browsers and we're
> not 
> > presented with the login page, but instead just a white page which 
> > proceeds to "load" for 20 minutes before we're finally prompted for 
> > login. As noted, jamming the F5 button several times will "nudge" the 
> > login page to appear instantly. CPU util is nearly nothing all the
> time 
> > on this VM, as well.
> That might be your problem, together with something you'll probably find
> 
> hard to believe.
> Our setup is more or less the same, Oracle XE together with RT-3.8.2 on 
> Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of 
> memory and that I have found is a breakpoint in performance. Using only 
> 786Mb of memory will yield a far more responsive system in the morning, 
> especially monday morning, than the 1Gb VM. Our test instance is even 
> worse then that. Apaches weekly logrotate, cronjob, will cause Apache to
> 
> not restart. A tell tale sign that your VM has gone to 'sleep' is to ssh
> 
> into it. You'll see terrible connection time whereas if you have been 
> using the VM a while it will connect in an instant.
> 
> Maybe this helps you narrow it down,
> 
> Joop
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From advax at triumf.ca  Tue Apr  7 16:44:45 2009
From: advax at triumf.ca (Andrew Daviel)
Date: Tue, 7 Apr 2009 13:44:45 -0700 (PDT)
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <20090407185310.GQ18432@bestpractical.com>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>
	<20090407175938.GM18432@bestpractical.com>
	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
	<20090407185310.GQ18432@bestpractical.com>
Message-ID: <Pine.LNX.4.64.0904071311520.6744@andrew.triumf.ca>

On Tue, 7 Apr 2009, Jesse Vincent wrote:

> I'd expect to see Apache::DBI.  That's a small bit of a perf hit right
> there.

rt-test-dependencies says that it's present, as does the cpan CLI if 
asked to install "Apache::DBI".
I see Apache::Session::Store::DBI v1.02; in the config
$ rt-test-dependencies -v
  DBI >= 1.37...found

> You'll want to carefully doublecheck database indexes.  Also, have your
> DBAs been maintaining the RT database? Have statistics been recomputed
> lately?

I believe all install and upgrade recipes were followed properly. Though 
we currently have a (presumably) unrelated problem with image attachments 
getting corrupted (change to UTF-8 ??).

We have a relatively small staff with no fulltime DBA. I am not sure what 
maintenance is recommended; I recently ran "optimize table sessions" 
recommended by the tuner which made no difference.

I do not believe any statistics were computed; where is this documented ?
I found RT3BatchStats in the wiki which fails halfway with "Unknown 
column 'Transactions.Ticket'"

Per my original post, raw database queries seem to run quite fast. Unless 
I am missing some complex query which the Web interface is making.

regards

-- 
Andrew Daviel, TRIUMF, Canada
Tel. +1 (604) 222-7376  (Pacific Time)
Network Security Manager


From jesse at bestpractical.com  Tue Apr  7 16:48:20 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 7 Apr 2009 16:48:20 -0400
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <Pine.LNX.4.64.0904071311520.6744@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>
	<20090407175938.GM18432@bestpractical.com>
	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
	<20090407185310.GQ18432@bestpractical.com>
	<Pine.LNX.4.64.0904071311520.6744@andrew.triumf.ca>
Message-ID: <20090407204820.GV18432@bestpractical.com>




On Tue, Apr 07, 2009 at 01:44:45PM -0700, Andrew Daviel wrote:
> On Tue, 7 Apr 2009, Jesse Vincent wrote:
> 
> >I'd expect to see Apache::DBI.  That's a small bit of a perf hit right
> >there.
> 
> rt-test-dependencies says that it's present, as does the cpan CLI if 
> asked to install "Apache::DBI".
> I see Apache::Session::Store::DBI v1.02; in the config
> $ rt-test-dependencies -v
>  DBI >= 1.37...found

You need to explicitly configure it in your apache config if you're
using mod_perl
> 
> >You'll want to carefully doublecheck database indexes.  Also, have your
> >DBAs been maintaining the RT database? Have statistics been recomputed
> >lately?
> 
> I believe all install and upgrade recipes were followed properly. Though 
> we currently have a (presumably) unrelated problem with image attachments 
> getting corrupted (change to UTF-8 ??).

If you're coming from 3.0, you'll want to actually compare your database
schema with the current default as described in schema.Oracle.

> We have a relatively small staff with no fulltime DBA. I am not sure what 
> maintenance is recommended; I recently ran "optimize table sessions" 
> recommended by the tuner which made no difference.

You need to do _all_ tables. Not just sessions.  Out of curiosity, how
many tickets and transactions do you have in your RT database.


> I do not believe any statistics were computed; where is this documented ?
> I found RT3BatchStats in the wiki which fails halfway with "Unknown 
> column 'Transactions.Ticket'"
> 
> Per my original post, raw database queries seem to run quite fast. Unless 
> I am missing some complex query which the Web interface is making.

The web interface does a _lot_ of complex queries. Testing one simple
query isn't likely to give you any useful answer.

The performance numbers you've quoted for your RT instance seem fairly
out of whack, but I don't know which problem might be causing them.


> regards
> 
> -- 
> Andrew Daviel, TRIUMF, Canada
> Tel. +1 (604) 222-7376  (Pacific Time)
> Network Security Manager
> 

-- 


From toml at bitstatement.net  Tue Apr  7 16:49:20 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 07 Apr 2009 13:49:20 -0700
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <Pine.LNX.4.64.0904071311520.6744@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>	<20090407175938.GM18432@bestpractical.com>	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>	<20090407185310.GQ18432@bestpractical.com>
	<Pine.LNX.4.64.0904071311520.6744@andrew.triumf.ca>
Message-ID: <49DBBC50.9070104@bitstatement.net>

> I believe all install and upgrade recipes were followed properly. Though 
> we currently have a (presumably) unrelated problem with image attachments 
> getting corrupted (change to UTF-8 ??).

Ah hah. When you followed the upgrade instructions, you probably ran
upgrade-mysql-schema.pl, which doesn't actually upgrade the mysql schema.
It generates SQL queries to do so.  You have to capture those queries to a
file, and then run that file to actually upgrade the schema.

After that, your image attachments should then be fine.  Might also solve
your performance issue.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From pthirose at ucdavis.edu  Tue Apr  7 16:50:26 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Tue, 7 Apr 2009 13:50:26 -0700 (PDT)
Subject: [rt-users] mysqltuner: temp tables & table cache hit rate?
Message-ID: <alpine.BSO.2.00.0904071341290.29491@eacs-pth.engr.ucdavis.edu>

Since I started RT, I've always gotten these three comments from mysqltuner
[!!] Temporary tables created on disk: 30% (354 on disk / 1K total)
[!!] Table cache hit rate: 18% (40 open / 222 opened)
General recommendations:
     Reduce your SELECT DISTINCT queries without LIMIT clauses

Is there a way to help the above metrics and reduce the select disticnt queries thing?  Are these code-level changes or just more/better usage by our staff?  If it's a usage thing, what things should we stop doing and what should we start doing?

If the answer is to have better/more index in MySQL (a recommendation I've seen many times on this list), could you please also include a recommendation on the index itself?  I don't know what indexes to create.

RT382, MySQL 5.077, Apache 2.2.11, mod-perl 2.04, mysqltuner 1.00, OpenBSD 4.4-STABLE, 2.5GB RAM, 3GB swap.  Machine dedicated to RT.

Thank you,
PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife


From ktm at rice.edu  Tue Apr  7 16:54:24 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 7 Apr 2009 15:54:24 -0500
Subject: [rt-users] mysqltuner: temp tables & table cache hit rate?
In-Reply-To: <alpine.BSO.2.00.0904071341290.29491@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0904071341290.29491@eacs-pth.engr.ucdavis.edu>
Message-ID: <20090407205424.GP4584@it.is.rice.edu>

On Tue, Apr 07, 2009 at 01:50:26PM -0700, Paul Hirose wrote:
> Since I started RT, I've always gotten these three comments from mysqltuner
> [!!] Temporary tables created on disk: 30% (354 on disk / 1K total)
> [!!] Table cache hit rate: 18% (40 open / 222 opened)
> General recommendations:
>      Reduce your SELECT DISTINCT queries without LIMIT clauses
> 
> Is there a way to help the above metrics and reduce the select disticnt queries thing?  Are these code-level changes or just more/better usage by our staff?  If it's a usage thing, what things should we stop doing and what should we start doing?
> 
> If the answer is to have better/more index in MySQL (a recommendation I've seen many times on this list), could you please also include a recommendation on the index itself?  I don't know what indexes to create.
> 
> RT382, MySQL 5.077, Apache 2.2.11, mod-perl 2.04, mysqltuner 1.00, OpenBSD 4.4-STABLE, 2.5GB RAM, 3GB swap.  Machine dedicated to RT.
> 
> Thank you,
> PH
> 

Paul,

You are getting those results because RT runs many different queries
and uses DISTINCT a lot to prevent duplicate rows. There is nothing to
be done, these output of mysqltuner just gives you places to look for
obvious problems. This is not one for RT.

Cheers,
Ken


From nastlinux at gmail.com  Tue Apr  7 23:56:25 2009
From: nastlinux at gmail.com (nast linux)
Date: Wed, 8 Apr 2009 10:56:25 +0700
Subject: [rt-users] How to use smtp on other server
Message-ID: <5e5450110904072056n473748dfnf5858157f95e54ce@mail.gmail.com>

Dear All,

I already had smtp server (lotus notes on windows server 2003), I want to
use the smtp for RT server.
I will not install smtp service on RT server.
How to configure RT server to use smtp server on other server ( sending
email use other smtp server)?
I got information from
http://wiki.bestpractical.com/view/InstallMailgateOnly that should be
installed mailgateonly, is that right?
Is it possible to install mailgateonly on windows system, where I can
download mailgateonly for windows system?

Thanks,

Ns
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From gordon at cryologic.com  Wed Apr  8 02:07:36 2009
From: gordon at cryologic.com (gordon at cryologic.com)
Date: Wed, 08 Apr 2009 16:07:36 +1000
Subject: [rt-users] ACL for modify links
Message-ID: <49DC3F28.1080608@cryologic.com>

Using rt-3.6.7

I would like all users to be able to link tickets in different queues, 
however, in some queues, we require only Owners be able to add Replies.
Is this impossible without modifying RT?

It seems ModifyTicket right is required for linking tickets but by 
default this also allows replies.

thanks
Gordon


From alberto.villanueva at altran.es  Wed Apr  8 04:08:58 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Wed, 8 Apr 2009 10:08:58 +0200
Subject: [rt-users] Combined charts
In-Reply-To: <20090407150049.GA38495@17h.local>
References: <36753.213.41.242.148.1239111247.squirrel@squirrel.est-unique.net>
	<20090407150049.GA38495@17h.local>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAP0VfxNtauRKuKNwuPQV2fgBAAAAAA==@altran.es>

Thanks Jesse, but it isn't I want to :(  :(

Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultor
____________________________________________
 Altran
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
 
-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de Jesse Vincent
Enviado el: martes, 07 de abril de 2009 17:01
Para: rt-users at lists.bestpractical.com
Asunto: Re: [rt-users] Combined charts


http://search.cpan.org/~falcone/RT-Extension-ActivityReports-1.0/

may be what you want.
_______________________________________________
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 falcone at bestpractical.com  Wed Apr  8 09:06:15 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 8 Apr 2009 09:06:15 -0400
Subject: [rt-users] ACL for modify links
In-Reply-To: <49DC3F28.1080608@cryologic.com>
References: <49DC3F28.1080608@cryologic.com>
Message-ID: <D5E97ACC-061C-4391-AD6A-B66673C90745@bestpractical.com>


On Apr 8, 2009, at 2:07 AM, gordon at cryologic.com wrote:

> Using rt-3.6.7
>
> I would like all users to be able to link tickets in different queues,
> however, in some queues, we require only Owners be able to add  
> Replies.
> Is this impossible without modifying RT?
>
> It seems ModifyTicket right is required for linking tickets but by
> default this also allows replies.

I think you want to look at the StrictLinkACL setting in your Config

-kevin


From jordanov at brg.bg  Wed Apr  8 10:15:44 2009
From: jordanov at brg.bg (Boris Jordanov)
Date: Wed, 08 Apr 2009 17:15:44 +0300
Subject: [rt-users] Encoding problem after upgrade
Message-ID: <49DCB190.3090006@brg.bg>

Hi everyone,
Today I've upgraded our installation of RT from 3.8.0 to 3.8.2, and a 
problem arose - much of our RT requests are in cyrillic (mostly utf-8 
and windows-1251 encoded), and everything cyrillic turned to gibberish. 
All the existing entries with cyrillic (and not only the subject, the 
body too) are gibberish via the web interface. Every new request is 
shown with ?????? in the web interface, and in the RT automated emails.

Any ideas where did this came from?

Boris Jordanov


From jordanov at brg.bg  Wed Apr  8 12:15:22 2009
From: jordanov at brg.bg (Boris Jordanov)
Date: Wed, 08 Apr 2009 19:15:22 +0300
Subject: [rt-users] Encoding problem after upgrade
In-Reply-To: <49DCB190.3090006@brg.bg>
References: <49DCB190.3090006@brg.bg>
Message-ID: <49DCCD9A.7070207@brg.bg>

Boris Jordanov ??????:
> Hi everyone,
> Today I've upgraded our installation of RT from 3.8.0 to 3.8.2, and a 
> problem arose - much of our RT requests are in cyrillic (mostly utf-8 
> and windows-1251 encoded), and everything cyrillic turned to gibberish. 
> All the existing entries with cyrillic (and not only the subject, the 
> body too) are gibberish via the web interface. Every new request is 
>   
Solved. While waiting for reply I started reading the last posts in 
rt-users. Thanks to Tom Lahti in (Re: [rt-users] RT3 tuning - web 
interface seems slow) - "Ah hah. When you followed the upgrade 
instructions, you probably ran upgrade-mysql-schema.pl, which doesn't 
actually upgrade the mysql schema. It generates SQL queries to do so. 
You have to capture those queries to a file, and then run that file to 
actually upgrade the schema."

I've ran the needed sql and voila - cyrillic text is OK :)



From tobias.ramin at rrz.uni-hamburg.de  Wed Apr  8 12:16:24 2009
From: tobias.ramin at rrz.uni-hamburg.de (Tobias Ramin)
Date: Wed, 08 Apr 2009 18:16:24 +0200
Subject: [rt-users] Random logouts in RT 3.8.2
Message-ID: <49DCCDD8.7040101@rrz.uni-hamburg.de>

Hi,

We are having a problem with our freshly installed RT 3.8.2 under Suse 
Linux ES 10.
The setup ran fine, the queues and tickets made for testing were accessable.

Now we try to get our old database from 3.6.1 into the new instance of RT.
The dump imports into mysql 5.0.26 and the update-script works without 
error-messages.

But when clicking any ticket via the quick search field, the 
user-account gets logged out. This didn't happen before with the fresh 
database, but only now after importing the dumpfile.

This problem didn't occur under RT 3.6.1 with the old database.

I think, this is cookie-related, since just before the accounts get 
logged out, a new cookie gets placed in the browser. When I log back 
into RT, I get the page displayed, that I requested before.

When using the normal search field to directly enter the ticket number 
or clicking via "My Day", the ticket gets displayed correctly and no 
random logout happens.

Thank you for your help,

Tobi


From Hossein.Rafighi at triumf.ca  Wed Apr  8 12:50:13 2009
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 08 Apr 2009 09:50:13 -0700
Subject: [rt-users] Random logouts in RT 3.8.2
In-Reply-To: <49DCCDD8.7040101@rrz.uni-hamburg.de>
References: <49DCCDD8.7040101@rrz.uni-hamburg.de>
Message-ID: <49DCD5C5.8080405@triumf.ca>

Try changing the "Type" for "a_session" under sessions to longblob

Hossein

Tobias Ramin wrote:
> Hi,
>
> We are having a problem with our freshly installed RT 3.8.2 under Suse 
> Linux ES 10.
> The setup ran fine, the queues and tickets made for testing were accessable.
>
> Now we try to get our old database from 3.6.1 into the new instance of RT.
> The dump imports into mysql 5.0.26 and the update-script works without 
> error-messages.
>
> But when clicking any ticket via the quick search field, the 
> user-account gets logged out. This didn't happen before with the fresh 
> database, but only now after importing the dumpfile.
>
> This problem didn't occur under RT 3.6.1 with the old database.
>
> I think, this is cookie-related, since just before the accounts get 
> logged out, a new cookie gets placed in the browser. When I log back 
> into RT, I get the page displayed, that I requested before.
>
> When using the normal search field to directly enter the ticket number 
> or clicking via "My Day", the ticket gets displayed correctly and no 
> random logout happens.
>
> Thank you for your help,
>
> Tobi
> _______________________________________________
> 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
>
>   

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From falcone at bestpractical.com  Wed Apr  8 12:57:11 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 8 Apr 2009 12:57:11 -0400
Subject: [rt-users] Random logouts in RT 3.8.2
In-Reply-To: <49DCD5C5.8080405@triumf.ca>
References: <49DCCDD8.7040101@rrz.uni-hamburg.de> <49DCD5C5.8080405@triumf.ca>
Message-ID: <50641258-5F11-433C-A1E3-EFB8B8F00B55@bestpractical.com>

On Apr 8, 2009, at 12:50 PM, Hossein Rafighi wrote:

> Try changing the "Type" for "a_session" under sessions to longblob

If this is the problem and he doesn't follow the instructions in  
UPGRADING.mysql,
he will run into worse problems.

It is better to recommend that people do the full upgrade rather than  
just
fixing sessions

-kevin

>
>
> Tobias Ramin wrote:
>> Hi,
>>
>> We are having a problem with our freshly installed RT 3.8.2 under  
>> Suse
>> Linux ES 10.
>> The setup ran fine, the queues and tickets made for testing were  
>> accessable.
>>
>> Now we try to get our old database from 3.6.1 into the new instance  
>> of RT.
>> The dump imports into mysql 5.0.26 and the update-script works  
>> without
>> error-messages.
>>
>> But when clicking any ticket via the quick search field, the
>> user-account gets logged out. This didn't happen before with the  
>> fresh
>> database, but only now after importing the dumpfile.
>>
>> This problem didn't occur under RT 3.6.1 with the old database.
>>
>> I think, this is cookie-related, since just before the accounts get
>> logged out, a new cookie gets placed in the browser. When I log back
>> into RT, I get the page displayed, that I requested before.
>>
>> When using the normal search field to directly enter the ticket  
>> number
>> or clicking via "My Day", the ticket gets displayed correctly and no
>> random logout happens.
>>
>> Thank you for your help,
>>
>> Tobi
>> _______________________________________________
>> 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
>>
>>
>
> -- 
>  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
> |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
>   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T  
> 2A3
>   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
>   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
>   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http:// 
> www.triumf.ca
>
> _______________________________________________
> 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 toml at bitstatement.net  Wed Apr  8 12:57:48 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 08 Apr 2009 09:57:48 -0700
Subject: [rt-users] How to use smtp on other server
In-Reply-To: <5e5450110904072056n473748dfnf5858157f95e54ce@mail.gmail.com>
References: <5e5450110904072056n473748dfnf5858157f95e54ce@mail.gmail.com>
Message-ID: <49DCD78C.8030203@bitstatement.net>

nast linux wrote:
> Dear All,
> 
> I already had smtp server (lotus notes on windows server 2003), I want to
> use the smtp for RT server.
> I will not install smtp service on RT server.

In RT_SiteConfig.pm:

Set($MailCommand, 'smtp');
Set($SMTPServer, '<notes server name>');

> http://wiki.bestpractical.com/view/InstallMailgateOnly that should be
> installed mailgateonly, is that right?
> Is it possible to install mailgateonly on windows system, where I can
> download mailgateonly for windows system?

Mailgate is for incoming mail to RT, not outgoing mail from RT.  You can
install it on your Windows system so long as the Windows system has perl
installed with all the required modules for rt-mailgate, and your Notes
server can pipe email contents to a command.

Installation steps would be something like:

1. Install perl on Windows machine.
1a. Install perl modules Getopt::Long, LWP::UserAgent,
HTTP::Request::Common, Pod::Usage, HTML::TreeBuilder, HTML::FormatText.
2. copy rt-mailgate from /opt/rt3/bin to your Windows server.
3. Configure Notes to take email sent to a queue address and pipe the email
contents into the command 'rt-mailgate --queue "<queue_name>" --action
correspond --url "http://<rt_server/"', ensuring the command environment is
sufficient for perl to find its modules.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Wed Apr  8 13:00:40 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 08 Apr 2009 10:00:40 -0700
Subject: [rt-users] Encoding problem after upgrade
In-Reply-To: <49DCCD9A.7070207@brg.bg>
References: <49DCB190.3090006@brg.bg> <49DCCD9A.7070207@brg.bg>
Message-ID: <49DCD838.8010706@bitstatement.net>

> interface seems slow) - "Ah hah. When you followed the upgrade 
> instructions, you probably ran upgrade-mysql-schema.pl, which doesn't 
> actually upgrade the mysql schema. It generates SQL queries to do so. 
> You have to capture those queries to a file, and then run that file to 
> actually upgrade the schema."

In my humble opinion, the name of "upgrade-mysql-schema.pl" is a bit
deceptive.  We keep running into this over and over again.  I think the
script should be renamed to "create-mysql-schema-upgrade-queries.pl" or some
such.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Wed Apr  8 13:04:06 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 08 Apr 2009 10:04:06 -0700
Subject: [rt-users] Random logouts in RT 3.8.2
In-Reply-To: <49DCCDD8.7040101@rrz.uni-hamburg.de>
References: <49DCCDD8.7040101@rrz.uni-hamburg.de>
Message-ID: <49DCD906.6010003@bitstatement.net>

> Now we try to get our old database from 3.6.1 into the new instance of RT.
> The dump imports into mysql 5.0.26 and the update-script works without 
> error-messages.

Once again: when you ran "upgrade-mysql-schema.pl", it did not actually
upgrade the mysql schema.  That script generates queries that you must
capture to a file, and then run THAT file to actually upgrade the schema.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jesse at bestpractical.com  Wed Apr  8 13:16:15 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 8 Apr 2009 13:16:15 -0400
Subject: [rt-users] Encoding problem after upgrade
In-Reply-To: <49DCD838.8010706@bitstatement.net>
References: <49DCB190.3090006@brg.bg> <49DCCD9A.7070207@brg.bg>
	<49DCD838.8010706@bitstatement.net>
Message-ID: <20090408171615.GZ18432@bestpractical.com>




On Wed, Apr 08, 2009 at 10:00:40AM -0700, Tom Lahti wrote:
> > interface seems slow) - "Ah hah. When you followed the upgrade 
> > instructions, you probably ran upgrade-mysql-schema.pl, which doesn't 
> > actually upgrade the mysql schema. It generates SQL queries to do so. 
> > You have to capture those queries to a file, and then run that file to 
> > actually upgrade the schema."
> 
> In my humble opinion, the name of "upgrade-mysql-schema.pl" is a bit
> deceptive.  We keep running into this over and over again.  I think the
> script should be renamed to "create-mysql-schema-upgrade-queries.pl" or some
> such.

3.8.3 will do spot checks and won't start unless the upgrade was run
correctly. I'm hoping that will help.


From richardk at adax.com  Wed Apr  8 13:15:29 2009
From: richardk at adax.com (Richard Knowles)
Date: Wed, 8 Apr 2009 10:15:29 -0700 (PDT)
Subject: [rt-users] Adding a custom field to ticket resolution? rt 3.8.1
Message-ID: <Pine.LNX.4.64.0904081010160.6638@adax.adax>


Hi, 

I'd like to assign ticket resolutions to a category, like documentation 
error, incorrect customer use, software fix, etc.  Is there a way to add a 
Select one value custom field to the resolve ticket screen?

Richard Knowles


From toml at bitstatement.net  Wed Apr  8 13:45:27 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 08 Apr 2009 10:45:27 -0700
Subject: [rt-users] Adding a custom field to ticket resolution? rt 3.8.1
In-Reply-To: <Pine.LNX.4.64.0904081010160.6638@adax.adax>
References: <Pine.LNX.4.64.0904081010160.6638@adax.adax>
Message-ID: <49DCE2B7.6040000@bitstatement.net>

> I'd like to assign ticket resolutions to a category, like documentation 
> error, incorrect customer use, software fix, etc.  Is there a way to add a 
> Select one value custom field to the resolve ticket screen?

Custom fields that apply to ticket transactions are available on the resolve
screen.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From kfcrocker at lbl.gov  Wed Apr  8 14:04:52 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 08 Apr 2009 11:04:52 -0700
Subject: [rt-users] Scrip help with error message
Message-ID: <49DCE744.7070904@lbl.gov>

To all,

    I have a scrip that evaluates a CF to see if it has been modified. 
If NOT, I wanted to send out an error message for RT to display in the 
"Modify Ticket" screen. This is the action code:

$RT::Logger->error("Resolution Type  NOT SET!");

return 1;

    I get nothing. Does anyone have some code I can borrow for this? Thanks.

Kenn
LBNL



From kfcrocker at lbl.gov  Wed Apr  8 14:15:28 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 08 Apr 2009 11:15:28 -0700
Subject: [rt-users] Adding a custom field to ticket resolution? rt 3.8.1
In-Reply-To: <Pine.LNX.4.64.0904081010160.6638@adax.adax>
References: <Pine.LNX.4.64.0904081010160.6638@adax.adax>
Message-ID: <49DCE9C0.6060504@lbl.gov>

Richard,

    We do something like that. We have a CF called "Resolution Type" and 
when a ticket status is changed from "open" we evaluate the CF. If it is 
not set, we re-set the ticket status and display a message. In fact, I 
just sent a "help" email to RT-Users for the part that displays the 
message. However, if you want to change the way the screen looks, then 
you have to modify the appropriate file in 
local/html/Ticket/Elements/filename. We've modified a few different 
files here to get RT to display some different options in the "Tabs" 
file, etc. you will need to do the same kind of thing.


Kenn
LBNL

On 4/8/2009 10:15 AM, Richard Knowles wrote:
> Hi, 
>
> I'd like to assign ticket resolutions to a category, like documentation 
> error, incorrect customer use, software fix, etc.  Is there a way to add a 
> Select one value custom field to the resolve ticket screen?
>
> Richard Knowles
> _______________________________________________
> 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 Charles.Kugelman at kaplan.com  Wed Apr  8 16:04:25 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Wed, 8 Apr 2009 16:04:25 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <20090407202203.GT18432@bestpractical.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>
	<49DB91AF.9020608@vianet.ca> <49DB921B.6060805@vianet.ca>
	<49DBA3D7.10604@lbl.gov>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com>
	<49DBAD4D.3030404@mococo.nl>
	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC5ED@EXKPBYSB1.alpha.kaplaninc.com>
	<20090407202203.GT18432@bestpractical.com>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C43C51F@EXKPBYSB1.alpha.kaplaninc.com>

Thanks for your response Jesse.

The answer that I received from the guy who manages the VM is as
follows:

"Snapshots are created for the backup process but they are removed
immediately after it is finished"

I've confirmed that the issue is reproducible by simply letting RT sit
for a couple of hours, untouched (no connections to the front end).

We tried lowering the memory to 768MB and the issue is still present; so
we bumped it back to 2GB.

Any other ideas? Should we be entertaining the idea of moving this off
of a VM?

-CK 

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, April 07, 2009 4:22 PM
To: Charles Kugelman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
RHEL5)




On Tue, Apr 07, 2009 at 03:58:35PM -0400, Charles Kugelman wrote:
> Joop,
> 
> Thanks for the response. In fact we just bumped the VM to 2GB to see
if
> that might help the performance issue, it did not.
> 
> We'll give your suggestion a shot and report back.
> 

Out of curiosity, do you have snapshots on the VM your oracle database
is on?

> Thanks again!
> 
> -CK
> 
> -----Original Message-----
> From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
> Sent: Tuesday, April 07, 2009 3:45 PM
> To: Charles Kugelman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
> RHEL5)
> 
> Charles Kugelman wrote:
> > Ken,
> > 
> >  
> > 
> > Thanks for the response. The problem in fact presents itself even
> before 
> > we get to that point (the home page). Essentially, it's the login
page
> 
> > where we see the problem. We come in (in the morning, after RT has
> been 
> > sitting all night with no activity) and open our browsers and we're
> not 
> > presented with the login page, but instead just a white page which 
> > proceeds to "load" for 20 minutes before we're finally prompted for 
> > login. As noted, jamming the F5 button several times will "nudge"
the 
> > login page to appear instantly. CPU util is nearly nothing all the
> time 
> > on this VM, as well.
> That might be your problem, together with something you'll probably
find
> 
> hard to believe.
> Our setup is more or less the same, Oracle XE together with RT-3.8.2
on 
> Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of 
> memory and that I have found is a breakpoint in performance. Using
only 
> 786Mb of memory will yield a far more responsive system in the
morning, 
> especially monday morning, than the 1Gb VM. Our test instance is even 
> worse then that. Apaches weekly logrotate, cronjob, will cause Apache
to
> 
> not restart. A tell tale sign that your VM has gone to 'sleep' is to
ssh
> 
> into it. You'll see terrible connection time whereas if you have been 
> using the VM a while it will connect in an instant.
> 
> Maybe this helps you narrow it down,
> 
> Joop
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From jpierce at cambridgeenergyalliance.org  Wed Apr  8 20:14:21 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 8 Apr 2009 20:14:21 -0400
Subject: [rt-users] Further iCal/RSS experimenting/problems & some
	success
In-Reply-To: <49C90887.5040306@illinois.edu>
References: <49C90887.5040306@illinois.edu>
Message-ID: <be7163f0904081714g407a5d14oc46c2694081819ea@mail.gmail.com>

While trying to debug another feed for Google Calendar,
I discovered that some iCal parsers are stricter than others.
Technically, every entry in iCal is supposed to be on its own
line, although lax parsers will fold lines as necessary.
Google Calendar, and probably others won't.

It seems the iCal emitted by RT (probably through the
Text::vFile dependency, but I've not tracked it down), is
inserting bogus newlines into the stream & splitting desc:
  BEGIN:VCALENDAR
  CALSCALE:gregorian
  METHOD:publish
  PRODID:-//CEA//
  VERSION:2.0
  X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'SPAM' AND Status
    = 'new'
  X-WR-CALNAME;VALUE=TEXT:RT due dates
  END:VCALENDAR

Instead of:
  BEGIN:VCALENDAR
  CALSCALE:gregorian
  METHOD:publish
  PRODID:-//CEA//
  VERSION:2.0
  X-WR-CALDESC;VALUE=TEXT:Due dates for RT tickets: Queue = 'SPAM' AND
Status  = 'new'
  X-WR-CALNAME;VALUE=TEXT:RT due dates
  END:VCALENDAR

Even an empty stream from RT such as that above does not
check out in an online iCal validator.

There may be other issues as well...
  http://www.google.com/support/forum/p/Calendar/thread?tid=5a31bba3997587ce
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jpierce at cambridgeenergyalliance.org  Wed Apr  8 20:32:03 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 8 Apr 2009 20:32:03 -0400
Subject: [rt-users] Further iCal/RSS experimenting/problems & some
	success
In-Reply-To: <be7163f0904081714g407a5d14oc46c2694081819ea@mail.gmail.com>
References: <49C90887.5040306@illinois.edu>
	<be7163f0904081714g407a5d14oc46c2694081819ea@mail.gmail.com>
Message-ID: <be7163f0904081732q4693320yf98f5f379efe9d2f@mail.gmail.com>

Actually, according to the RFC, the content is supposed to be folded :-/
Which occurs in Data::ICal::Property::_fold...

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From change+lists.rt at nightwind.net  Wed Apr  8 20:36:08 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Wed, 08 Apr 2009 17:36:08 -0700
Subject: [rt-users] Set CustomField from scrip action
Message-ID: <1239237368.24548.1309685439@webmail.messagingengine.com>

Okay, I'm doing something wrong, and I'm just getting over a bad cold so
my brain isn't all here.  I'm trying to set a CustomField value from
within a scrip.  I've watched the debug output and the scrip is run, but
the CustomField value is still null.  CF is named 'createdbyemail', set
as a select one value type, with a possible value of 'yes'.  Scrip
action:

my $cf = RT::CustomField->new( $RT::SystemUser );
$cf->LoadByName( Name => 'createdbyemail' );
$self->TicketObj->AddCustomFieldValue( Field => $cf, Value => 'yes' );
return 1;

I can't even remember how I got started with this particular chunk of
code (I'm pretty sure I stole it from something in the contributed
scrips area of the wiki)...help would be appreciated.  Thanks!


From JoopvandeWege at mococo.nl  Thu Apr  9 02:20:31 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Thu, 09 Apr 2009 08:20:31 +0200
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C43C51F@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com>	<9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com>	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com>	<49DB91AF.9020608@vianet.ca>
	<49DB921B.6060805@vianet.ca>	<49DBA3D7.10604@lbl.gov>	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com>	<49DBAD4D.3030404@mococo.nl>	<9E0168DD8BF6954A9096D2B8E40A55F31C3BC5ED@EXKPBYSB1.alpha.kaplaninc.com>	<20090407202203.GT18432@bestpractical.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C43C51F@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <49DD93AF.1000408@mococo.nl>

Charles Kugelman wrote:
> Thanks for your response Jesse.
>
> The answer that I received from the guy who manages the VM is as
> follows:
>
> "Snapshots are created for the backup process but they are removed
> immediately after it is finished"
>
> I've confirmed that the issue is reproducible by simply letting RT sit
> for a couple of hours, untouched (no connections to the front end).
>
> We tried lowering the memory to 768MB and the issue is still present; so
> we bumped it back to 2GB.
>
> Any other ideas? Should we be entertaining the idea of moving this off
> of a VM?
>   
What happens to a copy of that VM that doesn't have snapshots taken at all?
Just to rule out that taking snapshots and deleting them is the same as 
no snapshots at all.
(I would go for a totally new VM but thats my own paranoia ;-) )

One other thing which isn't applicable to your setup if I'm right is 
that with VMware Server you can set a couple of options that in our case 
sped up things enormously.
Lets look what I set ....

sched.mem.pshare.enable = "FALSE"
mainMem.useNamedFile = "FALSE"
MemTrimRate = "0"


I think the last two are the real ones but don't know if there is 
anything like it with ESX.

Regards,

Joop



From berrebi at yahoo-inc.com  Thu Apr  9 03:50:50 2009
From: berrebi at yahoo-inc.com (Remy Berrebi)
Date: Thu, 09 Apr 2009 09:50:50 +0200
Subject: [rt-users] RSS and iCalendar Feeds? Bug?
In-Reply-To: <631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net>
References: <49B699AD.4040509@illinois.edu>
	<631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net>
Message-ID: <49DDA8DA.3050606@yahoo-inc.com>

hi,

same for me. when i insert Ical link to thunderbird, nothing goes wrong.
feed/ICS seems to be valid. but i can't see ticket.
not ticket link i see on online calendar.

does any one have calendar ICS/feeds work? any solution?

i'm using RT 3.6.7.

regards,

Greg Evans wrote:
> Same thing here, iCal feeds don't work in iCal and I can't get the RSS  
> working properly, I figure it is some misconfiguration on my end, but  
> I dunno...
>
> On Mar 10, 2009, at 9:47 AM, John Arends wrote:
>
>   
>> I sent a message about this last week but didn't get much of a reply.
>> I'm hoping with a more descriptive subject I can get some more  
>> comments.
>>
>> I am very excited about the RSS feeds and iCalendar feeds in RT 3.8.x,
>> but I can't get them to work reliably?. Is anyone using them? If so,
>> which applications are you using?
>>
>> The RSS feeds work fine in FireFox, and the iCalendar feeds work  
>> fine in
>> Sunbird. However, I can't get either of them to work in applications  
>> our
>> users have.
>>
>> Outlook 2007 does not like the format of the RSS feeds, and I can't  
>> get
>> either of them to work.
>>
>> For our Mac users, the iCalendar feeds do not work in iCal, and the  
>> RSS
>> feeds do not work in Safari.
>>
>> I'm guessing the problem is mostly the format. Who is using the feeds?
>>
>> -- 
>> John Arends <jarends at illinois.edu>
>> Network Analyst
>> College of ACES - ITCS
>> University of Illinois at Urbana-Champaign
>>
>> _______________________________________________
>> 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
>>     
>
> Greg Evans
> gevans at hcc.net
> Hood Canal Communications
> (360) 898-2481 x212
>
>
>
>
> _______________________________________________
> 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 Apr  9 07:22:03 2009
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 9 Apr 2009 13:22:03 +0200
Subject: [rt-users] Move Ticket from Queue A to Queue B by a simple Link or
	Button
In-Reply-To: <49DDA8DA.3050606@yahoo-inc.com>
References: <49B699AD.4040509@illinois.edu><631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net>
	<49DDA8DA.3050606@yahoo-inc.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>

Hi RT Gurus,
i'm searching for a possible way to easily move a ticket from a fixed Queue A to a fixed Queue B without using the "Basics" Menu and Dropdown from the normal ticket editing view, i have to move tickets with a single click on a link from queue a to queue b where both queues are fixed. does anyone know a simple option to /Ticket/Modify.html which can used for this?

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne





From darling at ccdc.cam.ac.uk  Thu Apr  9 08:59:04 2009
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Thu, 09 Apr 2009 13:59:04 +0100
Subject: [rt-users] Move Ticket from Queue A to Queue B by a simple Link
 or	Button
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>
References: <49B699AD.4040509@illinois.edu><631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net>	<49DDA8DA.3050606@yahoo-inc.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>
Message-ID: <49DDF118.1000006@ccdc.cam.ac.uk>

Hi Torsten

> Hi RT Gurus, i'm searching for a possible way to easily move a ticket
> from a fixed Queue A to a fixed Queue B without using the "Basics"
> Menu and Dropdown from the normal ticket editing view, i have to move
> tickets with a single click on a link from queue a to queue b where
> both queues are fixed. does anyone know a simple option to
> /Ticket/Modify.html which can used for this?

I did this by modifying html/Ticket/Elements/ShowTransaction, adding

$titlebar_commands .=
   "[<a href=\"" . $DisplayPath . "&Queue=other_queue" .  "\">" .
   loc('Other_Queue') . "</a>]";

after the regular [Reply|Comment] section.

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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Registered office 12 Union Road, Cambridge CB2 1EZ.


From howie at thingy.com  Thu Apr  9 09:41:49 2009
From: howie at thingy.com (Howard Jones)
Date: Thu, 09 Apr 2009 14:41:49 +0100
Subject: [rt-users] Custom field RT::CustomField=HASH(0xbc5bce8) does not
 apply to this object
Message-ID: <49DDFB1D.2070001@thingy.com>

Hi folks,

I'm trying to use RT::Client::REST to connect our internal provisioning
database (on a different server) to our RT 3.6.4 instance... I can
create tickets, but I also want to set a custom field with a circuit
reference. Tickets in the queue in question have three CFs - SLA, CBUK
and OtherTicket. I can set SLA and OtherTicket, but not CBUK.

I can set all three from the web UI. It turns out that I also can't set
CBUK from the regular 'rt' CLI either. I get:
# cbuk: Custom field RT::CustomField=HASH(0xbc5bce8) does not apply to
this object

except that it is, and works OK from the web, logged in as the same user.

Does anyone have any ideas of where to look for this? It seems that
something is confused (aside from me) inside the database...

At some stage I'll be upgrading to 3.8.2, but presumably if there's some
kind of data corruption, that'll just be perpetuated. Of course, if it's
actually a code issue, I might dodge it.

Thanks in advance for any pointers,

Howie


From tobias.ramin at rrz.uni-hamburg.de  Thu Apr  9 12:09:19 2009
From: tobias.ramin at rrz.uni-hamburg.de (Tobias Ramin)
Date: Thu, 09 Apr 2009 18:09:19 +0200
Subject: [rt-users] Random logouts in RT 3.8.2
In-Reply-To: <49DCD906.6010003@bitstatement.net>
References: <49DCCDD8.7040101@rrz.uni-hamburg.de>
	<49DCD906.6010003@bitstatement.net>
Message-ID: <49DE1DAF.7000204@rrz.uni-hamburg.de>

Thank you very much, that did the trick!
I should have read the UPGRADING.mysql more carefully...

Best regards,

Tobi

Tom Lahti schrieb:
>> Now we try to get our old database from 3.6.1 into the new instance of RT.
>> The dump imports into mysql 5.0.26 and the update-script works without 
>> error-messages.
>>     
>
> Once again: when you ran "upgrade-mysql-schema.pl", it did not actually
> upgrade the mysql schema.  That script generates queries that you must
> capture to a file, and then run THAT file to actually upgrade the schema.
>
>   



From jbaker at wgm.us  Thu Apr  9 12:28:43 2009
From: jbaker at wgm.us (Jon Baker)
Date: Thu, 9 Apr 2009 11:28:43 -0500
Subject: [rt-users] Reminder access
Message-ID: <DFFF7366-F140-4D6F-9CE9-CE115468D724@wgm.us>

Where is the access control to enable a reminder to be set for a user?

I have a queue where someone is explicitly set as the admincc and  
owner, but in the reminders area their name doesn't show up, although  
all the watchers who are assigned on the queue level do show up.  If  
they are in the ticket, their name shows up for themselves, but if  
they create a reminder it is assigned to "Nobody" and it doesn't  
appear on their pages (while the orphaned reminder shows up on all the  
group admincc's pages)
-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From jyashinsky at seesawnetworks.com  Thu Apr  9 12:29:46 2009
From: jyashinsky at seesawnetworks.com (Jason Yashinsky)
Date: Thu, 09 Apr 2009 09:29:46 -0700
Subject: [rt-users] Trying to solve a problem
Message-ID: <C603708A.11694%jyashinsky@seesawnetworks.com>

My RT is sending cc mails on ticket creation, but it is not replying to the
requestor

In my RT log I see the following messages:
[Thu Apr 09 09:20:15 2009] [error] [client 10.0.0.147] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr  9 16:20:14 2009] [info]:
<rt-3.8.2-24301-1239294014-662.40-4-0 at seesawnetworks.com> #40/309 - Scrip 4
On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:301)
[Thu Apr 09 09:20:15 2009] [error] [client 10.0.0.147] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr  9 16:20:15 2009] [info]:
<rt-3.8.2-24301-1239294014-662.40-4-0 at seesawnetworks.com> sent  Bcc:
jyashinsky at seesawnetworks.com
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:332)
[Thu Apr 09 09:20:15 2009] [error] [client 10.0.0.147] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr  9 16:20:15 2009] [info]:
Ticket 40 created in queue 'NewTickets' by test_inbound
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)

It seems like there is an error, but I don?t see what the error is?
The messages seem like info messages, not error messages

Same if I reply or comment on the ticket.  The requestor is not being
emailed.

Any assistance would be appreciatied
Thx
-jason

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From rfh at vialtus.com  Thu Apr  9 12:57:49 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 09 Apr 2009 17:57:49 +0100
Subject: [rt-users] Trying to solve a problem
In-Reply-To: <C603708A.11694%jyashinsky@seesawnetworks.com>
References: <C603708A.11694%jyashinsky@seesawnetworks.com>
Message-ID: <49DE290D.2010404@vialtus.com>

Hi Jason;

Is the ticket showing a requestor (in the People section) ??
Have you a global scrip On Create AutoReply to requestor on Create ?
Have you a global scrip On Correspond Notify Requestors or On Correspond 
Notify Requestors and CCs ??

Regards;

Roy

<http://www.vialtus.com/disclaimer.html>

 


Jason Yashinsky wrote:
> My RT is sending cc mails on ticket creation, but it is not replying 
> to the requestor
>
> In my RT log I see the following messages:
> [Thu Apr 09 09:20:15 2009] [error] [client 10.0.0.147] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr  9 16:20:14 2009] 
> [info]: <rt-3.8.2-24301-1239294014-662.40-4-0 at seesawnetworks.com> 
> #40/309 - Scrip 4 On Create Notify AdminCcs 
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:301)
> [Thu Apr 09 09:20:15 2009] [error] [client 10.0.0.147] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr  9 16:20:15 2009] 
> [info]: <rt-3.8.2-24301-1239294014-662.40-4-0 at seesawnetworks.com> sent 
>  Bcc: jyashinsky at seesawnetworks.com 
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:332)
> [Thu Apr 09 09:20:15 2009] [error] [client 10.0.0.147] FastCGI: server 
> "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Apr  9 16:20:15 2009] 
> [info]: Ticket 40 created in queue 'NewTickets' by test_inbound 
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>
> It seems like there is an error, but I don?t see what the error is?
> The messages seem like info messages, not error messages
>
> Same if I reply or comment on the ticket.  The requestor is not being 
> emailed.
>
> Any assistance would be appreciatied
> Thx
> -jason


From change+lists.rt at nightwind.net  Thu Apr  9 14:04:04 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 09 Apr 2009 11:04:04 -0700
Subject: [rt-users] Set CustomField from scrip action SOLVED
In-Reply-To: <1239237368.24548.1309685439@webmail.messagingengine.com>
References: <1239237368.24548.1309685439@webmail.messagingengine.com>
Message-ID: <1239300244.27986.1309812281@webmail.messagingengine.com>

On Wed, 08 Apr 2009 17:36:08 -0700, "Nick Kartsioukas"
<change+lists.rt at nightwind.net> said:
> my $cf = RT::CustomField->new( $RT::SystemUser );
> $cf->LoadByName( Name => 'createdbyemail' );
> $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => 'yes' );
> return 1;

Got it.  Should be double-quotes instead of single-quotes for the value
to set, so:
$self->TicketObj->AddCustomFieldValue( Field => $cf, Value => "yes" );


From kfcrocker at lbl.gov  Thu Apr  9 14:13:49 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 09 Apr 2009 11:13:49 -0700
Subject: [rt-users] Set CustomField from scrip action
In-Reply-To: <1239237368.24548.1309685439@webmail.messagingengine.com>
References: <1239237368.24548.1309685439@webmail.messagingengine.com>
Message-ID: <49DE3ADD.8080901@lbl.gov>

Nick,


    Try changing your code to add the custom field value like this:

$self->TicketObj->AddCustomFieldValue( Field => $cf, Value => 'yes', RecordTransaction=>0 );

    Also, make sure the values you are using are correct in terms of 
case. "Yes" is not the same as "yes" and if the values you allow for the 
CF has "Yes" and NOT "yes", then it won't work. Same for the CF name.

    Hope this helps.

Kenn
LBNL

On 4/8/2009 5:36 PM, Nick Kartsioukas wrote:
> Okay, I'm doing something wrong, and I'm just getting over a bad cold so
> my brain isn't all here.  I'm trying to set a CustomField value from
> within a scrip.  I've watched the debug output and the scrip is run, but
> the CustomField value is still null.  CF is named 'createdbyemail', set
> as a select one value type, with a possible value of 'yes'.  Scrip
> action:
>
> my $cf = RT::CustomField->new( $RT::SystemUser );
> $cf->LoadByName( Name => 'createdbyemail' );
> $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => 'yes' );
> return 1;
>
> I can't even remember how I got started with this particular chunk of
> code (I'm pretty sure I stole it from something in the contributed
> scrips area of the wiki)...help would be appreciated.  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 Apr  9 14:15:50 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 09 Apr 2009 11:15:50 -0700
Subject: [rt-users] Move Ticket from Queue A to Queue B by a simple Link
 or	Button
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>
References: <49B699AD.4040509@illinois.edu>
	<631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net>
	<49DDA8DA.3050606@yahoo-inc.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>
Message-ID: <49DE3B56.4020100@lbl.gov>

Torsten,

    I have a question? What the distinction between a "fixed" Queue and 
one that isn't?


Kenn
LBNL

On 4/9/2009 4:22 AM, Ham MI-ID, Torsten Brumm wrote:
> Hi RT Gurus,
> i'm searching for a possible way to easily move a ticket from a fixed Queue A to a fixed Queue B without using the "Basics" Menu and Dropdown from the normal ticket editing view, i have to move tickets with a single click on a link from queue a to queue b where both queues are fixed. does anyone know a simple option to /Ticket/Modify.html which can used for this?
>
> Thanks
>
> Torsten
>
> Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnett? (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
>
>
>
> _______________________________________________
> 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 jpierce at cambridgeenergyalliance.org  Thu Apr  9 15:32:05 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 9 Apr 2009 15:32:05 -0400
Subject: [rt-users] Move Ticket from Queue A to Queue B by a simple Link
	or Button
In-Reply-To: <49DE3B56.4020100@lbl.gov>
References: <49B699AD.4040509@illinois.edu>
	<631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net> 
	<49DDA8DA.3050606@yahoo-inc.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>
	<49DE3B56.4020100@lbl.gov>
Message-ID: <be7163f0904091232wbda4351we62605509752e470@mail.gmail.com>

On Thu, Apr 9, 2009 at 14:15, Ken Crocker <kfcrocker at lbl.gov> wrote:
> Torsten,
>
> ? ?I have a question? What the distinction between a "fixed" Queue and
> one that isn't?
He means the button will always be moving tickets to the same queue.


From victor.da.fonseca at fr.schindler.com  Thu Apr  9 15:42:50 2009
From: victor.da.fonseca at fr.schindler.com (victor.da.fonseca at fr.schindler.com)
Date: Thu, 9 Apr 2009 21:42:50 +0200
Subject: [rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e).
Message-ID: <OFDD9FA64E.13BAEB49-ONC1257593.006C4ABB-C1257593.006C4ABB@schindler.com>


I will be out of the office starting Thu 09/04/2009 and will not return
until Tue 14/04/2009.

I'am out of office between 09/04/2009 and 14/04/2009. Mail is not
forwarded.


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From kfcrocker at lbl.gov  Thu Apr  9 16:21:10 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 09 Apr 2009 13:21:10 -0700
Subject: [rt-users] Move Ticket from Queue A to Queue B by a simple Link
 or Button
In-Reply-To: <be7163f0904091232wbda4351we62605509752e470@mail.gmail.com>
References: <49B699AD.4040509@illinois.edu>
	<631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net>
	<49DDA8DA.3050606@yahoo-inc.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>
	<49DE3B56.4020100@lbl.gov>
	<be7163f0904091232wbda4351we62605509752e470@mail.gmail.com>
Message-ID: <49DE58B6.3010501@lbl.gov>

AAAHHHHH! THanks.

Kenn
LBNL

On 4/9/2009 12:32 PM, Jerrad Pierce wrote:
> On Thu, Apr 9, 2009 at 14:15, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> Torsten,
>>
>>    I have a question? What the distinction between a "fixed" Queue and
>> one that isn't?
>>     
> He means the button will always be moving tickets to the same queue.
> _______________________________________________
> 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 jim at jamesberwick.com  Fri Apr 10 11:01:00 2009
From: jim at jamesberwick.com (James Berwick)
Date: Fri, 10 Apr 2009 11:01:00 -0400
Subject: [rt-users] One-time CC causing timeouts
Message-ID: <49DF5F2C.9050405@jamesberwick.com>

We are running RT 3.8.1 with Apache 2.2.9, modperl 2.0.3 and mysql 
5.0.32 (debian).

For the past two days entering a one time cc or bcc on a ticket comment 
is causing the form to hang indefinitely.  Other email works fine (a 
simple reply to requester, auto replies, etc).  Occasionally it has been 
worked around by closing the browser, logging back in and it works.  A 
few times I've restarted apache/mysql and it has started working again, 
and I'm now hearing from the support people that it may only be 
happening in Firefox.

I've turned on debug logging and tailed the log file while this is going 
on and I don't see anything aside from:
[Thu Apr  9 21:22:44 2009] [debug]: RT's GnuPG libraries couldn't 
successfully read your configured GnuPG home directory 
(/opt/rt3/var/data/gpg). PGP support has been disabled 
(/opt/rt3/bin/../lib/RT/Config.pm:276)
[Thu Apr  9 21:22:46 2009] [debug]: RT's GnuPG libraries couldn't 
successfully read your configured GnuPG home directory 
(/opt/rt3/var/data/gpg). PGP support has been disabled 
(/opt/rt3/bin/../lib/RT/Config.pm:276)

Can someone point me in the right direction to troubleshoot?  Thanks!


From kfcrocker at lbl.gov  Fri Apr 10 11:41:30 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 10 Apr 2009 08:41:30 -0700
Subject: [rt-users] One-time CC causing timeouts
In-Reply-To: <49DF5F2C.9050405@jamesberwick.com>
References: <49DF5F2C.9050405@jamesberwick.com>
Message-ID: <49DF68AA.90406@lbl.gov>

James,


    This is a longshot, but I have noticed that oftentimes, the more 
privileges associated with a role, etc. the longer it takes to get 
search results, especially on the home page. I'm wondering if 
excessively global privileges granted to the CC is having the same 
effect on Email? Just a thought.

Kenn
LBNL

On 4/10/2009 8:01 AM, James Berwick wrote:
> We are running RT 3.8.1 with Apache 2.2.9, modperl 2.0.3 and mysql 
> 5.0.32 (debian).
>
> For the past two days entering a one time cc or bcc on a ticket comment 
> is causing the form to hang indefinitely.  Other email works fine (a 
> simple reply to requester, auto replies, etc).  Occasionally it has been 
> worked around by closing the browser, logging back in and it works.  A 
> few times I've restarted apache/mysql and it has started working again, 
> and I'm now hearing from the support people that it may only be 
> happening in Firefox.
>
> I've turned on debug logging and tailed the log file while this is going 
> on and I don't see anything aside from:
> [Thu Apr  9 21:22:44 2009] [debug]: RT's GnuPG libraries couldn't 
> successfully read your configured GnuPG home directory 
> (/opt/rt3/var/data/gpg). PGP support has been disabled 
> (/opt/rt3/bin/../lib/RT/Config.pm:276)
> [Thu Apr  9 21:22:46 2009] [debug]: RT's GnuPG libraries couldn't 
> successfully read your configured GnuPG home directory 
> (/opt/rt3/var/data/gpg). PGP support has been disabled 
> (/opt/rt3/bin/../lib/RT/Config.pm:276)
>
> Can someone point me in the right direction to troubleshoot?  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 jim at jamesberwick.com  Fri Apr 10 13:10:34 2009
From: jim at jamesberwick.com (James Berwick)
Date: Fri, 10 Apr 2009 13:10:34 -0400
Subject: [rt-users] One-time CC causing timeouts
In-Reply-To: <49DF68AA.90406@lbl.gov>
References: <49DF5F2C.9050405@jamesberwick.com> <49DF68AA.90406@lbl.gov>
Message-ID: <49DF7D8A.6000000@jamesberwick.com>

Ken Crocker wrote:
> James,
>
>
>    This is a longshot, but I have noticed that oftentimes, the more 
> privileges associated with a role, etc. the longer it takes to get 
> search results, especially on the home page. I'm wondering if 
> excessively global privileges granted to the CC is having the same 
> effect on Email? Just a thought.
>
> Kenn
> LBNL
Possibly, though I don't believe any of our queues (or global 
permissions) grant anything to Ccs, and it seems like if it was related 
it would happen consistently and would not have just started this week 
despite no changes to queues or permissions in months.  I'll check out 
Cc permissions though and see if I can find anything.  Unfortunately it 
isn't "broken" right now and that makes it harder to test if a change 
fixes it :(


From jpierce at cambridgeenergyalliance.org  Sat Apr 11 17:06:02 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Sat, 11 Apr 2009 17:06:02 -0400
Subject: [rt-users] RT3 tuning - web interface seems slow
In-Reply-To: <Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca> 
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com> 
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
Message-ID: <be7163f0904111406s43eb4a8cg1704c4e2208de47d@mail.gmail.com>

> The main ticket pages are served with Pragma:nocache and
> Cache-control:no-cache. Also Connection:close which I believe thwarts
> pipelining. (according to the "live HTTP headers" plugin)
Then your server doesn't seem to be configured to enable it. Ten years
after HTTP/1.1 was written, many boxes still set KeepAlive off in Apache.

The only things RT does is set a 3-day max-age (and 30 day expires)
on static content, and send no last-modified in lib/RT/Interface/Web.pm

With pipelining and SSL content cache, HTTPfox seems to show a cut
in load time for refreshes from about 15 seconds to 10 seconds.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From vadud3 at gmail.com  Sun Apr 12 04:24:31 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 14:24:31 +0600
Subject: [rt-users] sessions table is lost after a system crash
Message-ID: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>

(user)@webrt:~$ mysql -u root -p
Enter password:
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 11 to server version: 4.0.24-log

Type 'help;' or '\h' for help. Type '\c' to clear the buffer.

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

Didn't find any fields in table 'sessions'
Database changed
mysql>

When I try to connect to RT (from cli) I get similar error

RT couldn't store your session.<br>This may mean that that the directory
'/opt/rt3/var/session_data'
isn't writable or a database table is missing or corrupt.

How do I fix it?

I am using RT 3.4.5 with Perl 5.8.6 and mysql 4.0.24


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Sun Apr 12 04:31:43 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 14:31:43 +0600
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
Message-ID: <a60f25fc0904120131r7564adc9t78c40ba807937aff@mail.gmail.com>

On Sun, Apr 12, 2009 at 2:24 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

> (user)@webrt:~$ mysql -u root -p
> Enter password:
> Welcome to the MySQL monitor.  Commands end with ; or \g.
> Your MySQL connection id is 11 to server version: 4.0.24-log
>
> Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
>
> 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
>
> Didn't find any fields in table 'sessions'
> Database changed
> mysql>


 mysql> desc sessions;
 ERROR 1016: Can't open file: 'sessions.MYI'. (errno: 145)

 Looks like sessions table is gone? Do I need to recreate it ?


>
> When I try to connect to RT (from cli) I get similar error
>
> RT couldn't store your session.<br>This may mean that that the directory
> '/opt/rt3/var/session_data'
> isn't writable or a database table is missing or corrupt.
>
> How do I fix it?
>
> I am using RT 3.4.5 with Perl 5.8.6 and mysql 4.0.24
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From JoopvandeWege at mococo.nl  Sun Apr 12 04:35:22 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Sun, 12 Apr 2009 10:35:22 +0200
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
Message-ID: <49E1A7CA.40804@mococo.nl>

Asif Iqbal wrote:
> (user)@webrt:~$ mysql -u root -p
> Enter password:
> Welcome to the MySQL monitor.  Commands end with ; or \g.
> Your MySQL connection id is 11 to server version: 4.0.24-log
> 
> Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
> 
> 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
> 
> Didn't find any fields in table 'sessions'
> Database changed
> mysql>
> 
> When I try to connect to RT (from cli) I get similar error
> 
> RT couldn't store your session.<br>This may mean that that the directory 
> '/opt/rt3/var/session_data'
> isn't writable or a database table is missing or corrupt.
> 
> How do I fix it?
Have a look at the mysql.sql file in your setup folder of RT or download 
rt and recreate the table.

Regards,

Joop


From vadud3 at gmail.com  Sun Apr 12 04:35:31 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 14:35:31 +0600
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120131r7564adc9t78c40ba807937aff@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<a60f25fc0904120131r7564adc9t78c40ba807937aff@mail.gmail.com>
Message-ID: <a60f25fc0904120135m6e766dcdp12d7de4d40bffd1d@mail.gmail.com>

On Sun, Apr 12, 2009 at 2:31 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

> On Sun, Apr 12, 2009 at 2:24 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
>
>> (user)@webrt:~$ mysql -u root -p
>> Enter password:
>> Welcome to the MySQL monitor.  Commands end with ; or \g.
>> Your MySQL connection id is 11 to server version: 4.0.24-log
>>
>> Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
>>
>> 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
>>
>> Didn't find any fields in table 'sessions'
>> Database changed
>> mysql>
>
>
>  mysql> desc sessions;
>  ERROR 1016: Can't open file: 'sessions.MYI'. (errno: 145)
>
>  Looks like sessions table is gone? Do I need to recreate it ?
>

ls -al /usr/local/mysql/data/rt3
[..]

-rw-rw----   1 mysql    mysql    149122960 Apr 12 07:42 sessions.MYD
-rw-rw----   1 mysql    mysql    12666880 Apr 12 08:29 sessions.MYI


Is it possible that the sessions table is corrupted?



>
>
>>
>> When I try to connect to RT (from cli) I get similar error
>>
>> RT couldn't store your session.<br>This may mean that that the directory
>> '/opt/rt3/var/session_data'
>> isn't writable or a database table is missing or corrupt.
>>
>> How do I fix it?
>>
>> I am using RT 3.4.5 with Perl 5.8.6 and mysql 4.0.24
>>
>
-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Sun Apr 12 04:38:27 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 14:38:27 +0600
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <49E1A7CA.40804@mococo.nl>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<49E1A7CA.40804@mococo.nl>
Message-ID: <a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>

On Sun, Apr 12, 2009 at 2:35 PM, Joop van de Wege
<JoopvandeWege at mococo.nl>wrote:

> Asif Iqbal wrote:
>
>> (user)@webrt:~$ mysql -u root -p
>> Enter password:
>> Welcome to the MySQL monitor.  Commands end with ; or \g.
>> Your MySQL connection id is 11 to server version: 4.0.24-log
>>
>> Type 'help;' or '\h' for help. Type '\c' to clear the buffer.
>>
>> 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
>>
>> Didn't find any fields in table 'sessions'
>> Database changed
>> mysql>
>>
>> When I try to connect to RT (from cli) I get similar error
>>
>> RT couldn't store your session.<br>This may mean that that the directory
>> '/opt/rt3/var/session_data'
>> isn't writable or a database table is missing or corrupt.
>>
>> How do I fix it?
>>
> Have a look at the mysql.sql file in your setup folder of RT or download rt
> and recreate the table.
>

I do not see any mysql.sql file in the src dir of rt 3.4.5

 (root)@webrt:/usr/src/rt-3.4.5# find . -type f | grep mysql
./etc/upgrade/3.1.0/acl.mysql
./etc/upgrade/3.1.0/schema.mysql
./etc/upgrade/3.3.0/acl.mysql
./etc/upgrade/3.3.0/schema.mysql
./etc/upgrade/3.3.11/acl.mysql
./etc/upgrade/3.3.11/schema.mysql
./etc/constraints.mysql
./etc/acl.mysql
./etc/schema.mysql


> Regards,
>
> Joop
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From JoopvandeWege at mococo.nl  Sun Apr 12 06:44:23 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Sun, 12 Apr 2009 12:44:23 +0200
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>	<49E1A7CA.40804@mococo.nl>
	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
Message-ID: <49E1C607.3050007@mococo.nl>

Asif Iqbal wrote:
>         How do I fix it?
> 
>     Have a look at the mysql.sql file in your setup folder of RT or
>     download rt and recreate the table.
> 
> 
> I do not see any mysql.sql file in the src dir of rt 3.4.5
> ./etc/schema.mysql
Maybe I meant this file. Did you look at the sql file to determine if 
they would be useful??

Regards,

Joop


From vadud3 at gmail.com  Sun Apr 12 06:48:35 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 16:48:35 +0600
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <49E1C607.3050007@mococo.nl>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<49E1A7CA.40804@mococo.nl>
	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
	<49E1C607.3050007@mococo.nl>
Message-ID: <a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>

On Sun, Apr 12, 2009 at 4:44 PM, Joop van de Wege
<JoopvandeWege at mococo.nl>wrote:

> Asif Iqbal wrote:
>
>>        How do I fix it?
>>
>>    Have a look at the mysql.sql file in your setup folder of RT or
>>    download rt and recreate the table.
>>
>>
>> I do not see any mysql.sql file in the src dir of rt 3.4.5
>> ./etc/schema.mysql
>>
> Maybe I meant this file. Did you look at the sql file to determine if they
> would be useful??
>

I looked at it now. So I can just delete the sessions.MYI, sessions.MYD and
frm files and recreate the sessions table as in the schema? I am assuming it
wont break the RT


>
> Regards,
>
> Joop
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Sun Apr 12 06:51:18 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 16:51:18 +0600
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<49E1A7CA.40804@mococo.nl>
	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
	<49E1C607.3050007@mococo.nl>
	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>
Message-ID: <a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>

On Sun, Apr 12, 2009 at 4:48 PM, Asif Iqbal <vadud3 at gmail.com> wrote:

> On Sun, Apr 12, 2009 at 4:44 PM, Joop van de Wege <JoopvandeWege at mococo.nl
> > wrote:
>
>> Asif Iqbal wrote:
>>
>>>        How do I fix it?
>>>
>>>    Have a look at the mysql.sql file in your setup folder of RT or
>>>    download rt and recreate the table.
>>>
>>>
>>> I do not see any mysql.sql file in the src dir of rt 3.4.5
>>> ./etc/schema.mysql
>>>
>> Maybe I meant this file. Did you look at the sql file to determine if they
>> would be useful??
>>
>
> I looked at it now. So I can just delete the sessions.MYI, sessions.MYD and
> frm files and recreate the sessions table as in the schema? I am assuming it
> wont break the RT
>

mysqlcheck says this btw,

[..all OK..]
rt3.Users                                          OK
rt3.sessions
warning  : Table is marked as crashed and last repair failed
warning  : 9 clients are using or haven't closed the table properly
warning  : Size of indexfile is: 12666880      Should be: 1024
error    : Found too long record at 82812800
error    : Corrupt



>
>
>>
>> Regards,
>>
>> Joop
>>
>
>
>
>
>

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
-------------- next part --------------
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From JoopvandeWege at mococo.nl  Sun Apr 12 08:05:38 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Sun, 12 Apr 2009 14:05:38 +0200
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>	<49E1A7CA.40804@mococo.nl>	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>	<49E1C607.3050007@mococo.nl>	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>
	<a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>
Message-ID: <49E1D912.1090002@mococo.nl>

Asif Iqbal wrote:
>     I looked at it now. So I can just delete the sessions.MYI,
>     sessions.MYD and frm files and recreate the sessions table as in the
>     schema? I am assuming it wont break the RT
> 
> 
> mysqlcheck says this btw,
> 
> [..all OK..]
> rt3.Users                                          OK
> rt3.sessions
> warning  : Table is marked as crashed and last repair failed
> warning  : 9 clients are using or haven't closed the table properly
> warning  : Size of indexfile is: 12666880      Should be: 1024
> error    : Found too long record at 82812800
> error    : Corrupt
Make a backup or your RT database and remove the sessions table and 
recreate it. How you should remove the corrupt sessions table I don't 
know for sure, thats whats the backup for in case things go really wrong.
I would try to drop the table and if that fails, remove the files from 
that table. If things go wrong, use the backup. Better, restore the 
backup on a backup machine and practice on the backup instead of the 
original.

Regards,

Joop


From vadud3 at gmail.com  Sun Apr 12 09:42:35 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 12 Apr 2009 19:42:35 +0600
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <49E1D912.1090002@mococo.nl>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<49E1A7CA.40804@mococo.nl>
	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
	<49E1C607.3050007@mococo.nl>
	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>
	<a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>
	<49E1D912.1090002@mococo.nl>
Message-ID: <a60f25fc0904120642o47e2901p9fedbfc56faefc9f@mail.gmail.com>

On Sun, Apr 12, 2009 at 6:05 PM, Joop van de Wege
<JoopvandeWege at mococo.nl>wrote:

> Asif Iqbal wrote:
>
>>    I looked at it now. So I can just delete the sessions.MYI,
>>    sessions.MYD and frm files and recreate the sessions table as in the
>>    schema? I am assuming it wont break the RT
>>
>>
>> mysqlcheck says this btw,
>>
>> [..all OK..]
>> rt3.Users                                          OK
>> rt3.sessions
>> warning  : Table is marked as crashed and last repair failed
>> warning  : 9 clients are using or haven't closed the table properly
>> warning  : Size of indexfile is: 12666880      Should be: 1024
>> error    : Found too long record at 82812800
>> error    : Corrupt
>>
> Make a backup or your RT database and remove the sessions table and
> recreate it. How you should remove the corrupt sessions table I don't know
> for sure, thats whats the backup for in case things go really wrong.
> I would try to drop the table and if that fails, remove the files from that
> table. If things go wrong, use the backup. Better, restore the backup on a
> backup machine and practice on the backup instead of the original.
>

yes drop the table and recreate based on the sessions schema worked.

thanks a lot


>
> Regards,
>
> Joop
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From Charles.Kugelman at kaplan.com  Mon Apr 13 08:37:21 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Mon, 13 Apr 2009 08:37:21 -0400
Subject: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle, RHEL5)
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C43C51F@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C34945B@EXKPBYSB1.alpha.kaplaninc.com><9E0168DD8BF6954A9096D2B8E40A55F31C349A47@EXKPBYSB1.alpha.kaplaninc.com><9E0168DD8BF6954A9096D2B8E40A55F31C3BC3C8@EXKPBYSB1.alpha.kaplaninc.com><49DB91AF.9020608@vianet.ca>
	<49DB921B.6060805@vianet.ca><49DBA3D7.10604@lbl.gov><9E0168DD8BF6954A9096D2B8E40A55F31C3BC56E@EXKPBYSB1.alpha.kaplaninc.com><49DBAD4D.3030404@mococo.nl><9E0168DD8BF6954A9096D2B8E40A55F31C3BC5ED@EXKPBYSB1.alpha.kaplaninc.com><20090407202203.GT18432@bestpractical.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C43C51F@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C4A55CC@EXKPBYSB1.alpha.kaplaninc.com>

Final update on this (I hope):

Friday evening, I reinstalled DBIx-SearchBuilder and DBD-Oracle and RT
has been responding flawlessly since.

Confusing... hope it sticks.

-CK
 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Wednesday, April 08, 2009 4:04 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
RHEL5)

Thanks for your response Jesse.

The answer that I received from the guy who manages the VM is as
follows:

"Snapshots are created for the backup process but they are removed
immediately after it is finished"

I've confirmed that the issue is reproducible by simply letting RT sit
for a couple of hours, untouched (no connections to the front end).

We tried lowering the memory to 768MB and the issue is still present; so
we bumped it back to 2GB.

Any other ideas? Should we be entertaining the idea of moving this off
of a VM?

-CK 

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, April 07, 2009 4:22 PM
To: Charles Kugelman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
RHEL5)




On Tue, Apr 07, 2009 at 03:58:35PM -0400, Charles Kugelman wrote:
> Joop,
> 
> Thanks for the response. In fact we just bumped the VM to 2GB to see
if
> that might help the performance issue, it did not.
> 
> We'll give your suggestion a shot and report back.
> 

Out of curiosity, do you have snapshots on the VM your oracle database
is on?

> Thanks again!
> 
> -CK
> 
> -----Original Message-----
> From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
> Sent: Tuesday, April 07, 2009 3:45 PM
> To: Charles Kugelman
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Hanging Login Page (ModPerl2, HTTPD, Oracle,
> RHEL5)
> 
> Charles Kugelman wrote:
> > Ken,
> > 
> >  
> > 
> > Thanks for the response. The problem in fact presents itself even
> before 
> > we get to that point (the home page). Essentially, it's the login
page
> 
> > where we see the problem. We come in (in the morning, after RT has
> been 
> > sitting all night with no activity) and open our browsers and we're
> not 
> > presented with the login page, but instead just a white page which 
> > proceeds to "load" for 20 minutes before we're finally prompted for 
> > login. As noted, jamming the F5 button several times will "nudge"
the 
> > login page to appear instantly. CPU util is nearly nothing all the
> time 
> > on this VM, as well.
> That might be your problem, together with something you'll probably
find
> 
> hard to believe.
> Our setup is more or less the same, Oracle XE together with RT-3.8.2
on 
> Ubuntu in a VM running on VMware server 1.0x and also using 1Gb of 
> memory and that I have found is a breakpoint in performance. Using
only 
> 786Mb of memory will yield a far more responsive system in the
morning, 
> especially monday morning, than the 1Gb VM. Our test instance is even 
> worse then that. Apaches weekly logrotate, cronjob, will cause Apache
to
> 
> not restart. A tell tale sign that your VM has gone to 'sleep' is to
ssh
> 
> into it. You'll see terrible connection time whereas if you have been 
> using the VM a while it will connect in an instant.
> 
> Maybe this helps you narrow it down,
> 
> Joop
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
_______________________________________________
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 prescott at wcoil.com  Mon Apr 13 08:39:34 2009
From: prescott at wcoil.com (prescott at wcoil.com)
Date: Mon, 13 Apr 2009 08:39:34 -0400 (EDT)
Subject: [rt-users] passing values on ticket create
Message-ID: <alpine.LRH.1.10.0904130837220.30563@staff.wcoil.com>

I would like to know if there is a way to pass a custom field value on 
ticket create.
We have a internal billing system and one of the buttons is for a new 
ticket.
I want to pass the customers account number as a custom field value to the 
create screen in RT.
What is the best way to accomplish this...

Thanks.

-- Kelly PRescott



From Charles.Kugelman at kaplan.com  Mon Apr 13 12:25:27 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Mon, 13 Apr 2009 12:25:27 -0400
Subject: [rt-users] Report "Resolved by owner" fails to output,
	generates error in log
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C4A5986@EXKPBYSB1.alpha.kaplaninc.com>

All,

 

It's been pointed out that the "Resolved by owner" report isn't
outputting results. I looked in the RT error log and found the entries
below. Thoughts?

 

---Relevant Info---

- RT Version: 3.8.2

- HTTPD Package (RPM): httpd-2.2.3-22.el5

- Mod_Perl Package (RPM): mod_perl-2.0.4-6.el5

- Perl Package (RPM): perl-5.8.8-18.el5 

- OS: RedHat Enterprise Linux 5

- Oracle Client: 10.2, Instant Client

- Oracle Server (remote server): 11g

- Mail Package (RPM): postfix-2.3.3-2

 

---Errors---

[Mon Apr 13 16:08:14 2009] [warning]: DBD::Oracle::db prepare failed:
ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name ') [for Statement "SELECT COUNT(main.id)
AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2
ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id
= main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status =
'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name "] at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
<GEN79> line 130.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)

 

[Mon Apr 13 16:08:14 2009] [warning]: RT::Handle=HASH(0x2b9ff6d2c540)
couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression
(DBD ERROR: error possibly near <*> indicator at char 29 in 'SELECT
COUNT(main.id) AS id, <*>Users_2.Name AS col1 FROM Tickets main LEFT
JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users
Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status !=
'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY
Users_1.Name ')
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)

 

Thanks,

 

-CK

 

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From toml at bitstatement.net  Mon Apr 13 13:44:53 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 13 Apr 2009 10:44:53 -0700
Subject: [rt-users] passing values on ticket create
In-Reply-To: <alpine.LRH.1.10.0904130837220.30563@staff.wcoil.com>
References: <alpine.LRH.1.10.0904130837220.30563@staff.wcoil.com>
Message-ID: <49E37A15.90001@bitstatement.net>

prescott at wcoil.com wrote:
> I would like to know if there is a way to pass a custom field value on 
> ticket create.
> We have a internal billing system and one of the buttons is for a new 
> ticket.
> I want to pass the customers account number as a custom field value to the 
> create screen in RT.
> What is the best way to accomplish this...

Use the REST interface rather than POSTing to the web interface.  That's
what its for (and you can easily set custom fields that way).

The web interface may change with an upgrade, breaking your code; the REST
interface will not.

See http://wiki.bestpractical.com/view/REST

There are REST client convenience libraries for perl (RT::Client::REST on
CPAN) and ruby (rt-client gem on rubyforge), or you can roll your own
directly to the REST interface fairly easily.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From aaron at guise.net.nz  Mon Apr 13 16:10:17 2009
From: aaron at guise.net.nz (Aaron Guise)
Date: Tue, 14 Apr 2009 08:10:17 +1200
Subject: [rt-users] Odd Performance Trouble
Message-ID: <c8c01a250904131310h768ef975w82101dbb0c42cb6b@mail.gmail.com>

Hi Everyone,

Just recently, well the last month or so we have been having trouble with
RT.  I think it is a database related problem but am unsure where to go.
When loading Tickets we get to wait times of some 14seconds or so and the
whole interface for other users also slows to a crawl.  At these times
apache is freaking out and consumes most of the CPU also.

I thought it may have been the indexes on the attachments table being
dis-organised so I optimised all tables in the database.  Our attachments
table is some 3gig at the moment and now I am totally at a loss... Any ideas
what could cause this, mysql is complaining about any queries that hit the
attachments table which is why I started there.

*Regards,*

*Aaron Guise
027 212 6638
aaron at guise.net.nz
 *
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From timothy-flynn at uiowa.edu  Mon Apr 13 16:44:18 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Mon, 13 Apr 2009 15:44:18 -0500
Subject: [rt-users] Custom Fields Periodically not working
Message-ID: <9E05C2058E89444585E4A672C4F68EFE026387EC@HC-MAIL13.healthcare.uiowa.edu>

Hi we recently upgraded from 3.4.5 to 3.8.2.  At the same time I updated
to Extract Custom Fields 2.0.  We use a webform which validates an email
generation to a queue.  The form has not changed.  

In some tickets we will not have any custom fields loaded.  The emails
that create them visually look the same.  Here is an example record from
the Custom Field template:


Description|body|Description:\s*(.+)\s*|

I see that there are 2 options that are omitted, the parsing command and
the final q or * option.  Is there some reason that we could visually
see the fields but they do not apply on seemingly random tickets?  Does
this have anything to do with MIME attachments?

Any help greatly appreciated!

-Tim


Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.




From pthirose at ucdavis.edu  Mon Apr 13 17:44:19 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Mon, 13 Apr 2009 14:44:19 -0700 (PDT)
Subject: [rt-users] What happens to incoming email if apache/mysql is down?
Message-ID: <alpine.BSO.2.00.0904131441130.12642@eacs-pth.engr.ucdavis.edu>

Incoming email to support at blah, which is routed via procmail to check for spam.  If it passes that, procmail does /opt/rt3/bin/rt-mailgate --queue support --action comment --url http://localhost/

At that time, if the httpd or the mysqld is down, is the email lost?  I'm guessing it is, as I don't see an obvious return value to pass back to sendmail that says delivery failed and to queue it up to try again.

Is there a way to lessen the impact of httpd being down, or if httpd is up but mysqld is down?

PH

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes


From jpierce at cambridgeenergyalliance.org  Mon Apr 13 17:51:48 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 13 Apr 2009 17:51:48 -0400
Subject: [rt-users] What happens to incoming email if apache/mysql is
	down?
In-Reply-To: <alpine.BSO.2.00.0904131441130.12642@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0904131441130.12642@eacs-pth.engr.ucdavis.edu>
Message-ID: <be7163f0904131451w5b369f4ekb0efa186dfb4889d@mail.gmail.com>

On Mon, Apr 13, 2009 at 17:44, Paul Hirose <pthirose at ucdavis.edu> wrote:
> Incoming email to support at blah, which is routed via procmail to check for spam. ?If it passes that, procmail does /opt/rt3/bin/rt-mailgate --queue support --action comment --url http://localhost/
>
> At that time, if the httpd or the mysqld is down, is the email lost? ?I'm guessing it is, as I don't see an obvious return value to pass back to sendmail that says delivery failed and to queue it up to try again.
Depends on your set-up. Generally it will bounce.

If you're running postfix, and this is a concern,
you can turn errors into soft-bounces for later recovery.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From nixon at nsc.liu.se  Tue Apr 14 02:55:51 2009
From: nixon at nsc.liu.se (Leif Nixon)
Date: Tue, 14 Apr 2009 08:55:51 +0200
Subject: [rt-users] What happens to incoming email if apache/mysql is
	down?
In-Reply-To: <be7163f0904131451w5b369f4ekb0efa186dfb4889d@mail.gmail.com>
	(Jerrad Pierce's message of "Mon\, 13 Apr 2009 17\:51\:48 -0400")
References: <alpine.BSO.2.00.0904131441130.12642@eacs-pth.engr.ucdavis.edu>
	<be7163f0904131451w5b369f4ekb0efa186dfb4889d@mail.gmail.com>
Message-ID: <m3prffsozs.fsf@unna.nsc.liu.se>

Jerrad Pierce <jpierce at cambridgeenergyalliance.org> writes:

> If you're running postfix, and this is a concern,
> you can turn errors into soft-bounces for later recovery.

No, because in this case Postfix hasn't got a clue that anything went
wrong.

Paul is correct - if you do the straightforward thing and use something
like

  :0
  * ^X-Spam-Status: YES
  ! spam at nsc.liu.se
  :0
  | /opt/rt/3.4.4/bin/rt-mailgate --queue nsc-support --action correspond

to let procmail filter out spam, your mail will indeed be silently
dropped on the floor if rt-mailgate fails - procmail doesn't propagate
rt-mailgate's exit code to the MTA by default. This has bitten me.

You have to handle this yourself. I don't have the details available
right now, but something like

  :0
  * ^X-Spam-Status: YES
  ! spam at nsc.liu.se
  :0w
  | /opt/rt/3.4.4/bin/rt-mailgate --queue nsc-support --action correspond
  # if procmail has reached here, delivery has failed. return with a
  # temporary failure code from <sysexits.h>.
  # 75 = EX_TEMPFAIL
  EXITCODE=75
  :0
  /dev/null

should do the trick. (Please note that the above snippet is untested,
though.)

-- 
Leif Nixon                       -            Systems expert
------------------------------------------------------------
National Supercomputer Centre    -      Linkoping University
------------------------------------------------------------


From jesse at bestpractical.com  Tue Apr 14 03:53:48 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 Apr 2009 16:53:48 +0900
Subject: [rt-users] What happens to incoming email if apache/mysql
	is	down?
In-Reply-To: <be7163f0904131451w5b369f4ekb0efa186dfb4889d@mail.gmail.com>
References: <alpine.BSO.2.00.0904131441130.12642@eacs-pth.engr.ucdavis.edu>
	<be7163f0904131451w5b369f4ekb0efa186dfb4889d@mail.gmail.com>
Message-ID: <20090414075348.GA14108@17h.local>




On Mon 13.Apr'09 at 17:51:48 -0400, Jerrad Pierce wrote:
> On Mon, Apr 13, 2009 at 17:44, Paul Hirose <pthirose at ucdavis.edu> wrote:
> > Incoming email to support at blah, which is routed via procmail to check for spam. ?If it passes that, procmail does /opt/rt3/bin/rt-mailgate --queue support --action comment --url http://localhost/
> >
> > At that time, if the httpd or the mysqld is down, is the email lost? ?I'm guessing it is, as I don't see an obvious return value to pass back to sendmail that says delivery failed and to queue it up to try again.
> Depends on your set-up. Generally it will bounce.


No, it will not. rt-mailgate treats anything short of "Server says
permission denied for that user" as "Temporary failure" causing your MTA
to back off and try again.

> 
> If you're running postfix, and this is a concern,
> you can turn errors into soft-bounces for later recovery.
> 
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> _______________________________________________
> 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 torsten.brumm at googlemail.com  Tue Apr 14 05:44:29 2009
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 14 Apr 2009 11:44:29 +0200
Subject: [rt-users] Move Ticket from Queue A to Queue B by a simple Link
	or Button
In-Reply-To: <49DDF118.1000006@ccdc.cam.ac.uk>
References: <49B699AD.4040509@illinois.edu>
	<631E8437-874A-44F6-9313-5FDEE8CAAAA7@hcc.net>
	<49DDA8DA.3050606@yahoo-inc.com>
	<16426EA38D57E74CB1DE5A6AE1DB039401F0B292@w3hamboex11.ger.win.int.kn>
	<49DDF118.1000006@ccdc.cam.ac.uk>
Message-ID: <bdbd084b0904140244x6eb4b42eq9ac3be6e3235fe5d@mail.gmail.com>

Hi Toby,

many thanks! :-)

Torsten


2009/4/9 Toby Darling <darling at ccdc.cam.ac.uk>

> Hi Torsten
>
> > Hi RT Gurus, i'm searching for a possible way to easily move a ticket
> > from a fixed Queue A to a fixed Queue B without using the "Basics"
> > Menu and Dropdown from the normal ticket editing view, i have to move
> > tickets with a single click on a link from queue a to queue b where
> > both queues are fixed. does anyone know a simple option to
> > /Ticket/Modify.html which can used for this?
>
> I did this by modifying html/Ticket/Elements/ShowTransaction, adding
>
> $titlebar_commands .=
>   "[<a href=\"" . $DisplayPath . "&Queue=other_queue" .  "\">" .
>   loc('Other_Queue') . "</a>]";
>
> after the regular [Reply|Comment] section.
>
> 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.
> 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
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From zodal at centrum.cz  Tue Apr 14 08:06:48 2009
From: zodal at centrum.cz (Zodal)
Date: Tue, 14 Apr 2009 05:06:48 -0700 (PDT)
Subject: [rt-users] sort by Custom field
In-Reply-To: <af447dff0903310046u3b0c2a8dl48c67e63a617b806@mail.gmail.com>
References: <996ab0890903161729l41a56da8w191dc21aae444c36@mail.gmail.com>
	<af447dff0903310046u3b0c2a8dl48c67e63a617b806@mail.gmail.com>
Message-ID: <23038218.post@talk.nabble.com>



Hi all,

I have found a solution (I hope this is enough)

- add to the rt3/share/html/Elements/RT__Ticket/ColumnMap   (RT 3.8.2)

Test => {                                                                 #
name used in references
        attribute => ?CF.{Test}?,				# doing SortBy 
        title     => ?Test?,					        # this is shown as header
        value     => sub {
	my $CFName = ?Test?;				        # this is the Custom Field name
            my $values = $_[0]->CustomFieldValues( $CFName );
            my @values = map {
                (
                    ($_->CustomFieldObj->Type eq 'Image')
                        ? \($m->scomp( '/Elements/ShowCustomFieldImage',
Object => $_ ))
                        : $_->Content
                ),
                \'<br />',
            } @{ $values->ItemsArrayRef };
            pop @values; # Remove that last <br />
            return @values;
        },
    },


and than you can used  '__Test__'  in Tickets -> Advanced -> Format

I hope this is good for you,

Zodal



Ivan Samarin-2 wrote:
> 
> Hello,
> 
> Anyone have an idea how to do that?
> @Matt: could you find any solution?
> 
> BR,
> Ivan
> 
> 2009/3/17 Matt Hoover <mhoover at thectogroup.com>
> 
>> I have some users asking to be able to "CLICK" on the headers in a
>> search.
>> Headers that contain custom fields are not clickable.  How can I make
>> them
>> functional and clickable by our users?
>>
>> 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
>>
> 
> _______________________________________________
> 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/sort-by-Custom-field-tp22550419p23038218.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From vadud3 at gmail.com  Tue Apr 14 10:09:18 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 14 Apr 2009 20:09:18 +0600
Subject: [rt-users] Upgrade RT
In-Reply-To: <0424905C-5A00-483C-8B1E-9F81D3BA2946@sanger.ac.uk>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0811180727p16ae239bh333905f2e14715ed@mail.gmail.com>
	<0424905C-5A00-483C-8B1E-9F81D3BA2946@sanger.ac.uk>
Message-ID: <a60f25fc0904140709s44b915c6ub2c0d2c57bed5a08@mail.gmail.com>

On Tue, Nov 18, 2008 at 10:37 PM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 18 Nov 2008, at 3:27 pm, Asif Iqbal wrote:
>
>  What switches did you use to dump the mysql? I see few gotcha's about
>> using binary characters
>> and separate dump  for attachment table and stuff
>>
>
> I haven't tested the attachments thoroughly yet, so I don't know whether it
> worked.  I just used one of our regular backup dumps, which isn't massively
> complicated.  Our RT instance is replicated, and we back up off the slave
> using:
>
> mysqldump --defaults-extra-file=/mysql/data_3307/slave.cnf
>  --single-transaction --flush-logs --master-data=2 --all-databases -q | gzip
> > backup.gz


How do I do the mysqldump w/o locking ?


>
>
> Are there particular attachment types I should look for to check whether
> things are working?
>
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From gevans at hcc.net  Tue Apr 14 11:45:43 2009
From: gevans at hcc.net (Greg Evans)
Date: Tue, 14 Apr 2009 08:45:43 -0700
Subject: [rt-users] Set Time Worked via email?
In-Reply-To: <a60f25fc0904140709s44b915c6ub2c0d2c57bed5a08@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0811180727p16ae239bh333905f2e14715ed@mail.gmail.com>
	<0424905C-5A00-483C-8B1E-9F81D3BA2946@sanger.ac.uk>
	<a60f25fc0904140709s44b915c6ub2c0d2c57bed5a08@mail.gmail.com>
Message-ID: <8BDB9D2D-7EEC-47F1-913C-AD2F04BD9CBF@hcc.net>

Good morning/afternoon/evening :)

I have some questions about the time worked field and tickets by mail.  
Here is a brief rundown of how tickets work after regular business  
hours.

Call comes in and is transferred to After-hour support

After-hours support has their own in-house (non-RT) ticketing  
solution. IF a ticket is escalated to level 2 support, their system  
shoots off an email which is received by my RT system. It looks  
something like this:


Owner: afterhours-support
Status: stalled
Requestor: john_smith at yahoo.com
Queue: AfterHours
TimeWorked: 00:14:06
RealName - John Smith
HomePhone - 360-555-1212
City - CityName
State - State
Password - None
Problem - Caller is having a problem with his email in which he is  
unable to send or receive
Solution - We checked all of his email settings and they are correct.  
Customer is having a hard time following directions, this is his first  
computer. We checked his firewall settings. They looked ok. We tried  
turning off Norton Firewall and email scanning as this will normally  
fix the issue. This did not fix the issue. Escalating.

All the fields get set as they should except for TimeWorked. I tried  
to do it multiple ways, but unsuccessfully. I need to be able to have  
the exact time as well, Hours:Minutes:Seconds. Is this possible to do,  
and if so would someone be willing to explain to me how to do it :)

Thanks in Advance for any help,


Greg Evans
gevans at hcc.net
Hood Canal Communications

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From timothy-flynn at uiowa.edu  Tue Apr 14 12:03:39 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Tue, 14 Apr 2009 11:03:39 -0500
Subject: [rt-users] Custom Fields Periodically not working
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE026387EC@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE026387EC@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <9E05C2058E89444585E4A672C4F68EFE02684730@HC-MAIL13.healthcare.uiowa.edu>

For these tickets I see that the scrips aren't even firing.  I have
other scrips with the same conditions that are firing.

The condition is On Create and the stage is Transaction Create.  Should
the Stage be Transaction Batch instead?

-Tim


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Monday, April 13, 2009 3:44 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Custom Fields Periodically not working

Hi we recently upgraded from 3.4.5 to 3.8.2.  At the same time I updated
to Extract Custom Fields 2.0.  We use a webform which validates an email
generation to a queue.  The form has not changed.  

In some tickets we will not have any custom fields loaded.  The emails
that create them visually look the same.  Here is an example record from
the Custom Field template:


Description|body|Description:\s*(.+)\s*|

I see that there are 2 options that are omitted, the parsing command and
the final q or * option.  Is there some reason that we could visually
see the fields but they do not apply on seemingly random tickets?  Does
this have anything to do with MIME attachments?

Any help greatly appreciated!

-Tim


Notice: This UI Health Care e-mail (including attachments) is covered by
the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is
confidential and may be legally privileged.  If you are not the intended
recipient, you are hereby notified that any retention, dissemination,
distribution, or copying of this communication is strictly prohibited.
Please reply to the sender that you have received the message in error,
then delete it.  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


From kmcdermo at purdue.edu  Tue Apr 14 13:18:20 2009
From: kmcdermo at purdue.edu (Keith A McDermott)
Date: Tue, 14 Apr 2009 13:18:20 -0400
Subject: [rt-users] Database relocated onto alternate server
In-Reply-To: <49D39CD9.1090000@vialtus.com>
References: <49D221A9.1000806@purdue.edu>	<991123400904010258n5a4b4f92q3e3a6d537d1de2ac@mail.gmail.com>
	<49D36F6F.60007@purdue.edu> <49D39CD9.1090000@vialtus.com>
Message-ID: <49E4C55C.8030808@purdue.edu>

More Info:

I can successfully connect through mysql command line tools, php test 
script and through a test perl script with the default apache2 config.  
This all leads me to it being something with RT's setup specifically.  
Once I switch back to the RT apache config RT fails to connect to the 
db.  This is when trying to connect from perl 5.8.8, apache2.2.3.  The 
local database was 5.0.32 which worked fine whereas the remote database 
is 4.0.24 which does meet the minimum required version in the docs.

Any other ideas I can try?

Thanks,
Keith

Raed El-Hames wrote:
> Hi Keith;
>
> Most likely the problem is with the @hostname bit not being recognised 
> correctly ..(and cauing permissions problems)
> try to login with rt_user from your rt server to the database via 
> mysql client and tail your sql server log files to determine why 
> rt_user is being denied.
>
> Regards;
> Roy
>
>
>
>
>
> Keith A McDermott wrote:
>> Thanks Odhiambo,
>>
>> Yes - I can connect fine through the standard mysql tools from the same
>> host without issue however, I was trying "rt_user" previously.  It
>> actually does fail when connecting with "rt_user at hostname".  As I
>> manually moved the database over, manually create the user and manually
>> granted the rights (I don't want to run make initialize-database against
>> our very stable and department-wide mysql server), I'll look through and
>> see what else I need to do.
>>
>> Keith
>>
>> Odhiambo Washington wrote:
>>  
>>> On Tue, Mar 31, 2009 at 4:59 PM, Keith A McDermott
>>> <kmcdermo at purdue.edu <mailto:kmcdermo at purdue.edu>> wrote:
>>>
>>>     Hi there,
>>>
>>>     I'm moving forward with my testing of RT 3.8.2.
>>>
>>>     Setup:
>>>     Virtual machine (Virtualbox) running RT3.8.2 in Debian Etch.  
>>> Web port
>>>     is forwarded to the virtual machine through the host but otherwise
>>>     there
>>>     is no access to the VM.  I moved the database onto a production
>>>     database
>>>     server.
>>>
>>>     RT_SiteConfig.pm has been altered to say:
>>>     $DatabaseHost is set to dbproductionserver
>>>     $DatabaseRTHost is set to the hostname of the vm host machine
>>>
>>>     Problem:
>>>     In the apache error logs, I get:
>>>     DBI connect('dbname=rt;host=dbproductionhost','rt_user',...) 
>>> failed:
>>>     Access denied for user: 'rt_user at hostmachineHostname' (Using 
>>> password:
>>>     YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm
>>>     line 106
>>>     [Tue Mar 31 08:58:05 2009] [error] [client 
>>> hostmachine.ip.goes.here]
>>>     Connect Failed Access denied for user: 
>>> 'rt_user at hostmachineHostname'
>>>     (Using password: YES)\n at /opt/rt3/bin/../lib/RT.pm line 204\n
>>>
>>>     And I get a 500 server error page returned to me.  However, I 
>>> can use
>>>     the mysql command line tools from the virtual machine and connect
>>>     just fine.
>>>
>>>     Is there possibly a port that's being expected to be open that i
>>>     need to
>>>     forward or something else that I'm missing?  This seemed like a 
>>> pretty
>>>     straightforward change in the beginning...
>>>
>>>
>>> It should be straighforward just as you say.
>>> Have you tested manually connecting to the DB like:
>>>
>>> mysql -h dbproductionserver -urt_user at hostmachineHostname -pSec3t rt
>>>
>>> ?? Did it work?
>>>
>>> If not, then go to the dbproductionserver and give the necessary
>>> privileges for rt_user to connect:
>>>
>>> mysql> GRANT ALL ON rt.* TO rt_user at hostmachineHostname IDENTIFIED BY
>>> "Sec3t";
>>> mysql> flush privileges;
>>>
>>>
>>> -- 
>>> Best regards,
>>> Odhiambo WASHINGTON,
>>> Nairobi,KE
>>> +254733744121/+254722743223
>>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>> "The only time a woman really succeeds in changing a man is when he is
>>> a baby."
>>>                              - Natalie Wood
>>>     
>> _______________________________________________
>> 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 kmcdermo at purdue.edu  Tue Apr 14 13:49:22 2009
From: kmcdermo at purdue.edu (Keith A McDermott)
Date: Tue, 14 Apr 2009 13:49:22 -0400
Subject: [rt-users] Database relocated onto alternate server
In-Reply-To: <49E4C55C.8030808@purdue.edu>
References: <49D221A9.1000806@purdue.edu>	<991123400904010258n5a4b4f92q3e3a6d537d1de2ac@mail.gmail.com>	<49D36F6F.60007@purdue.edu>
	<49D39CD9.1090000@vialtus.com> <49E4C55C.8030808@purdue.edu>
Message-ID: <49E4CCA2.5000809@purdue.edu>

Ignore.  Someone showed me how to turn on DBI_Trace (which I'm liking 
quite a bit) and, I will admit, I found a subtle password mis-type I've 
missed for the past few weeks of tinkering.  Fix that, revert a few code 
changes and voila - RT works.

Thanks for the help,
Keith

Keith A McDermott wrote:
> More Info:
>
> I can successfully connect through mysql command line tools, php test 
> script and through a test perl script with the default apache2 config.  
> This all leads me to it being something with RT's setup specifically.  
> Once I switch back to the RT apache config RT fails to connect to the 
> db.  This is when trying to connect from perl 5.8.8, apache2.2.3.  The 
> local database was 5.0.32 which worked fine whereas the remote database 
> is 4.0.24 which does meet the minimum required version in the docs.
>
> Any other ideas I can try?
>
> Thanks,
> Keith
>
> Raed El-Hames wrote:
>   
>> Hi Keith;
>>
>> Most likely the problem is with the @hostname bit not being recognised 
>> correctly ..(and cauing permissions problems)
>> try to login with rt_user from your rt server to the database via 
>> mysql client and tail your sql server log files to determine why 
>> rt_user is being denied.
>>
>> Regards;
>> Roy
>>
>>
>>
>>
>>
>> Keith A McDermott wrote:
>>     
>>> Thanks Odhiambo,
>>>
>>> Yes - I can connect fine through the standard mysql tools from the same
>>> host without issue however, I was trying "rt_user" previously.  It
>>> actually does fail when connecting with "rt_user at hostname".  As I
>>> manually moved the database over, manually create the user and manually
>>> granted the rights (I don't want to run make initialize-database against
>>> our very stable and department-wide mysql server), I'll look through and
>>> see what else I need to do.
>>>
>>> Keith
>>>
>>> Odhiambo Washington wrote:
>>>  
>>>       
>>>> On Tue, Mar 31, 2009 at 4:59 PM, Keith A McDermott
>>>> <kmcdermo at purdue.edu <mailto:kmcdermo at purdue.edu>> wrote:
>>>>
>>>>     Hi there,
>>>>
>>>>     I'm moving forward with my testing of RT 3.8.2.
>>>>
>>>>     Setup:
>>>>     Virtual machine (Virtualbox) running RT3.8.2 in Debian Etch.  
>>>> Web port
>>>>     is forwarded to the virtual machine through the host but otherwise
>>>>     there
>>>>     is no access to the VM.  I moved the database onto a production
>>>>     database
>>>>     server.
>>>>
>>>>     RT_SiteConfig.pm has been altered to say:
>>>>     $DatabaseHost is set to dbproductionserver
>>>>     $DatabaseRTHost is set to the hostname of the vm host machine
>>>>
>>>>     Problem:
>>>>     In the apache error logs, I get:
>>>>     DBI connect('dbname=rt;host=dbproductionhost','rt_user',...) 
>>>> failed:
>>>>     Access denied for user: 'rt_user at hostmachineHostname' (Using 
>>>> password:
>>>>     YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm
>>>>     line 106
>>>>     [Tue Mar 31 08:58:05 2009] [error] [client 
>>>> hostmachine.ip.goes.here]
>>>>     Connect Failed Access denied for user: 
>>>> 'rt_user at hostmachineHostname'
>>>>     (Using password: YES)\n at /opt/rt3/bin/../lib/RT.pm line 204\n
>>>>
>>>>     And I get a 500 server error page returned to me.  However, I 
>>>> can use
>>>>     the mysql command line tools from the virtual machine and connect
>>>>     just fine.
>>>>
>>>>     Is there possibly a port that's being expected to be open that i
>>>>     need to
>>>>     forward or something else that I'm missing?  This seemed like a 
>>>> pretty
>>>>     straightforward change in the beginning...
>>>>
>>>>
>>>> It should be straighforward just as you say.
>>>> Have you tested manually connecting to the DB like:
>>>>
>>>> mysql -h dbproductionserver -urt_user at hostmachineHostname -pSec3t rt
>>>>
>>>> ?? Did it work?
>>>>
>>>> If not, then go to the dbproductionserver and give the necessary
>>>> privileges for rt_user to connect:
>>>>
>>>> mysql> GRANT ALL ON rt.* TO rt_user at hostmachineHostname IDENTIFIED BY
>>>> "Sec3t";
>>>> mysql> flush privileges;
>>>>
>>>>
>>>> -- 
>>>> Best regards,
>>>> Odhiambo WASHINGTON,
>>>> Nairobi,KE
>>>> +254733744121/+254722743223
>>>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>>> "The only time a woman really succeeds in changing a man is when he is
>>>> a baby."
>>>>                              - Natalie Wood
>>>>     
>>>>         
>>> _______________________________________________
>>> 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 steve.gott at ecomiq.com  Tue Apr 14 15:06:27 2009
From: steve.gott at ecomiq.com (Steve Gott)
Date: Tue, 14 Apr 2009 12:06:27 -0700
Subject: [rt-users] unsubscribe
In-Reply-To: <49E4CCA2.5000809@purdue.edu>
References: <49D221A9.1000806@purdue.edu>	<991123400904010258n5a4b4f92q3e3a6d537d1de2ac@mail.gmail.com>	<49D36F6F.60007@purdue.edu>	<49D39CD9.1090000@vialtus.com>
	<49E4C55C.8030808@purdue.edu> <49E4CCA2.5000809@purdue.edu>
Message-ID: <49E4DEB3.8060105@ecomiq.com>



Keith A McDermott wrote:
> Ignore.  Someone showed me how to turn on DBI_Trace (which I'm liking 
> quite a bit) and, I will admit, I found a subtle password mis-type I've 
> missed for the past few weeks of tinkering.  Fix that, revert a few code 
> changes and voila - RT works.
> 
> Thanks for the help,
> Keith
> 
> Keith A McDermott wrote:
>> More Info:
>>
>> I can successfully connect through mysql command line tools, php test 
>> script and through a test perl script with the default apache2 config.  
>> This all leads me to it being something with RT's setup specifically.  
>> Once I switch back to the RT apache config RT fails to connect to the 
>> db.  This is when trying to connect from perl 5.8.8, apache2.2.3.  The 
>> local database was 5.0.32 which worked fine whereas the remote database 
>> is 4.0.24 which does meet the minimum required version in the docs.
>>
>> Any other ideas I can try?
>>
>> Thanks,
>> Keith
>>
>> Raed El-Hames wrote:
>>   
>>> Hi Keith;
>>>
>>> Most likely the problem is with the @hostname bit not being recognised 
>>> correctly ..(and cauing permissions problems)
>>> try to login with rt_user from your rt server to the database via 
>>> mysql client and tail your sql server log files to determine why 
>>> rt_user is being denied.
>>>
>>> Regards;
>>> Roy
>>>
>>>
>>>
>>>
>>>
>>> Keith A McDermott wrote:
>>>     
>>>> Thanks Odhiambo,
>>>>
>>>> Yes - I can connect fine through the standard mysql tools from the same
>>>> host without issue however, I was trying "rt_user" previously.  It
>>>> actually does fail when connecting with "rt_user at hostname".  As I
>>>> manually moved the database over, manually create the user and manually
>>>> granted the rights (I don't want to run make initialize-database against
>>>> our very stable and department-wide mysql server), I'll look through and
>>>> see what else I need to do.
>>>>
>>>> Keith
>>>>
>>>> Odhiambo Washington wrote:
>>>>  
>>>>       
>>>>> On Tue, Mar 31, 2009 at 4:59 PM, Keith A McDermott
>>>>> <kmcdermo at purdue.edu <mailto:kmcdermo at purdue.edu>> wrote:
>>>>>
>>>>>     Hi there,
>>>>>
>>>>>     I'm moving forward with my testing of RT 3.8.2.
>>>>>
>>>>>     Setup:
>>>>>     Virtual machine (Virtualbox) running RT3.8.2 in Debian Etch.  
>>>>> Web port
>>>>>     is forwarded to the virtual machine through the host but otherwise
>>>>>     there
>>>>>     is no access to the VM.  I moved the database onto a production
>>>>>     database
>>>>>     server.
>>>>>
>>>>>     RT_SiteConfig.pm has been altered to say:
>>>>>     $DatabaseHost is set to dbproductionserver
>>>>>     $DatabaseRTHost is set to the hostname of the vm host machine
>>>>>
>>>>>     Problem:
>>>>>     In the apache error logs, I get:
>>>>>     DBI connect('dbname=rt;host=dbproductionhost','rt_user',...) 
>>>>> failed:
>>>>>     Access denied for user: 'rt_user at hostmachineHostname' (Using 
>>>>> password:
>>>>>     YES) at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm
>>>>>     line 106
>>>>>     [Tue Mar 31 08:58:05 2009] [error] [client 
>>>>> hostmachine.ip.goes.here]
>>>>>     Connect Failed Access denied for user: 
>>>>> 'rt_user at hostmachineHostname'
>>>>>     (Using password: YES)\n at /opt/rt3/bin/../lib/RT.pm line 204\n
>>>>>
>>>>>     And I get a 500 server error page returned to me.  However, I 
>>>>> can use
>>>>>     the mysql command line tools from the virtual machine and connect
>>>>>     just fine.
>>>>>
>>>>>     Is there possibly a port that's being expected to be open that i
>>>>>     need to
>>>>>     forward or something else that I'm missing?  This seemed like a 
>>>>> pretty
>>>>>     straightforward change in the beginning...
>>>>>
>>>>>
>>>>> It should be straighforward just as you say.
>>>>> Have you tested manually connecting to the DB like:
>>>>>
>>>>> mysql -h dbproductionserver -urt_user at hostmachineHostname -pSec3t rt
>>>>>
>>>>> ?? Did it work?
>>>>>
>>>>> If not, then go to the dbproductionserver and give the necessary
>>>>> privileges for rt_user to connect:
>>>>>
>>>>> mysql> GRANT ALL ON rt.* TO rt_user at hostmachineHostname IDENTIFIED BY
>>>>> "Sec3t";
>>>>> mysql> flush privileges;
>>>>>
>>>>>
>>>>> -- 
>>>>> Best regards,
>>>>> Odhiambo WASHINGTON,
>>>>> Nairobi,KE
>>>>> +254733744121/+254722743223
>>>>> _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
>>>>> "The only time a woman really succeeds in changing a man is when he is
>>>>> a baby."
>>>>>                              - Natalie Wood
>>>>>     
>>>>>         
>>>> _______________________________________________
>>>> 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
>>   
> _______________________________________________
> 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

-- 
Steven Gott
eCommerce Intelligence
http://www.eComIQ.com
800-930-5908, Ext 7
Google Analytics Authorized Consultan


From timothy-flynn at uiowa.edu  Tue Apr 14 17:21:16 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Tue, 14 Apr 2009 16:21:16 -0500
Subject: [rt-users] Custom Fields Periodically not working
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE02684730@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE026387EC@HC-MAIL13.healthcare.uiowa.edu>
	<9E05C2058E89444585E4A672C4F68EFE02684730@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <9E05C2058E89444585E4A672C4F68EFE02684B14@HC-MAIL13.healthcare.uiowa.edu>

It appears that tickets that are created from incoming emails with
attachments are the tickets that the custom fields are not working on.
I see a note in the modules history that attachments were broken and
fixed in a very early version.  Any help appreciated at this point.

Thanks,
-Tim


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Tuesday, April 14, 2009 11:04 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields Periodically not working

For these tickets I see that the scrips aren't even firing.  I have
other scrips with the same conditions that are firing.

The condition is On Create and the stage is Transaction Create.  Should
the Stage be Transaction Batch instead?

-Tim


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Flynn,
Timothy J
Sent: Monday, April 13, 2009 3:44 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Custom Fields Periodically not working

Hi we recently upgraded from 3.4.5 to 3.8.2.  At the same time I updated
to Extract Custom Fields 2.0.  We use a webform which validates an email
generation to a queue.  The form has not changed.  

In some tickets we will not have any custom fields loaded.  The emails
that create them visually look the same.  Here is an example record from
the Custom Field template:


Description|body|Description:\s*(.+)\s*|

I see that there are 2 options that are omitted, the parsing command and
the final q or * option.  Is there some reason that we could visually
see the fields but they do not apply on seemingly random tickets?  Does
this have anything to do with MIME attachments?

Any help greatly appreciated!

-Tim


Notice: This UI Health Care e-mail (including attachments) is covered by
the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is
confidential and may be legally privileged.  If you are not the intended
recipient, you are hereby notified that any retention, dissemination,
distribution, or copying of this communication is strictly prohibited.
Please reply to the sender that you have received the message in error,
then delete it.  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
_______________________________________________
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 Charles.Kugelman at kaplan.com  Wed Apr 15 08:42:33 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Wed, 15 Apr 2009 08:42:33 -0400
Subject: [rt-users] Report "Resolved by owner" fails to output,
	generates error in log
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C4A5986@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C4A5986@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C5172B4@EXKPBYSB1.alpha.kaplaninc.com>

Any thoughts on this? Does this appear to anyone to be a bug?

 

-CK

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Monday, April 13, 2009 12:25 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Report "Resolved by owner" fails to output,generates
error in log

 

All,

 

It's been pointed out that the "Resolved by owner" report isn't
outputting results. I looked in the RT error log and found the entries
below. Thoughts?

 

---Relevant Info---

- RT Version: 3.8.2

- HTTPD Package (RPM): httpd-2.2.3-22.el5

- Mod_Perl Package (RPM): mod_perl-2.0.4-6.el5

- Perl Package (RPM): perl-5.8.8-18.el5 

- OS: RedHat Enterprise Linux 5

- Oracle Client: 10.2, Instant Client

- Oracle Server (remote server): 11g

- Mail Package (RPM): postfix-2.3.3-2

 

---Errors---

[Mon Apr 13 16:08:14 2009] [warning]: DBD::Oracle::db prepare failed:
ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name ') [for Statement "SELECT COUNT(main.id)
AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2
ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id
= main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status =
'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name "] at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
<GEN79> line 130.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)

 

[Mon Apr 13 16:08:14 2009] [warning]: RT::Handle=HASH(0x2b9ff6d2c540)
couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression
(DBD ERROR: error possibly near <*> indicator at char 29 in 'SELECT
COUNT(main.id) AS id, <*>Users_2.Name AS col1 FROM Tickets main LEFT
JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users
Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status !=
'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY
Users_1.Name ')
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)

 

Thanks,

 

-CK

 

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From ed_santora at harvard.edu  Wed Apr 15 11:09:58 2009
From: ed_santora at harvard.edu (Ed Santora)
Date: Wed, 15 Apr 2009 11:09:58 -0400
Subject: [rt-users] Trouble with contributed code for RT 3.8.2
Message-ID: <B9D0FAF58CCC7D41A378A72E@dceeas.dce.harvard.edu>

Hello,

I've tried to implement CloningQueues, QueueWizard and QuickSpamHandler in 
RT 3.8.2 with no luck. If anyone is successfully using these or other code 
that accomplishes similar functionality in 3.8.2 I would greatly appreciate 
hearing from you.

I'm basically looking for the following:

A simple way to duplicate every aspect of a given queue to a new queue.

A link in a Ticket's toolbar that moves the ticket to the 'spam' and 
changes its status to 'deleted'.

Thanks.

-Ed

Ed Santora, System Administrator
Harvard University, Academic Computing
Division of Continuing Education


From timothy-flynn at uiowa.edu  Wed Apr 15 17:19:52 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Wed, 15 Apr 2009 16:19:52 -0500
Subject: [rt-users] First Method and others
Message-ID: <9E05C2058E89444585E4A672C4F68EFE026852FE@HC-MAIL13.healthcare.uiowa.edu>

I have had an issue with extract custom fields which I tracked down to
it hardcoding the first attachment as the text attachment.  I need to
change it so it will review all the attachments to find which one is the
text one.  I can't find the First method that is used anywhere.  I'm not
used to the SUPER:: class.  Can someone point me to the file(s) where I
can review the other methods available to Attachments so I can fix
Extract Custom Fields so it finds the email body attachment?

-Tim


Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.



From kfcrocker at lbl.gov  Wed Apr 15 18:31:03 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 15 Apr 2009 15:31:03 -0700
Subject: [rt-users] Ticket Display question
Message-ID: <49E66027.20705@lbl.gov>

To all,


    I asked this before, but got no takers. I've noticed recently, the 
when I create a new ticket, the ticket display is stretched WWWAAAYY 
wide, whereas all older tickets are not so wide. I can't imagine anyting 
I did to do this. Has anyone had this happen to them? How do I make sure 
the display boxes in the ticket display page are not so morphed? Thanks 
in advance.


Kenn
LBNL



From kfcrocker at lbl.gov  Wed Apr 15 19:34:49 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 15 Apr 2009 16:34:49 -0700
Subject: [rt-users] Ticket Display question
In-Reply-To: <49E66027.20705@lbl.gov>
References: <49E66027.20705@lbl.gov>
Message-ID: <49E66F19.6020704@lbl.gov>

Hi again,

    I also just noticed that the fonts of what I type into a CF that is 
a wikitext field is different than what is displayed on other RT fields. 
Any clues?


Kenn
LBNL


On 4/15/2009 3:31 PM, Ken Crocker wrote:
> To all,
>
>
>     I asked this before, but got no takers. I've noticed recently, the 
> when I create a new ticket, the ticket display is stretched WWWAAAYY 
> wide, whereas all older tickets are not so wide. I can't imagine anyting 
> I did to do this. Has anyone had this happen to them? How do I make sure 
> the display boxes in the ticket display page are not so morphed? Thanks 
> in advance.
>
>
> 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 adamtingle at gmail.com  Wed Apr 15 19:50:25 2009
From: adamtingle at gmail.com (Adam Tingle)
Date: Wed, 15 Apr 2009 19:50:25 -0400
Subject: [rt-users] First Method and others
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE026852FE@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE026852FE@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <b9f8f3a70904151650n71e42995r122ed7edc7263d78@mail.gmail.com>

Hi Tim

Alex Vandiver fixed this in the latest developer release of
ExtractCustomFieldValues, available at
http://search.cpan.org/~alexmv/RT-Extension-ExtractCustomFieldValues-2.99_01/

I've been testing/using this version for a while with no problems.

- Adam

On Wed, Apr 15, 2009 at 5:19 PM, Flynn, Timothy J
<timothy-flynn at uiowa.edu>wrote:

> I have had an issue with extract custom fields which I tracked down to
> it hardcoding the first attachment as the text attachment.  I need to
> change it so it will review all the attachments to find which one is the
> text one.  I can't find the First method that is used anywhere.  I'm not
> used to the SUPER:: class.  Can someone point me to the file(s) where I
> can review the other methods available to Attachments so I can fix
> Extract Custom Fields so it finds the email body attachment?
>
> -Tim
>
>
> Notice: This UI Health Care e-mail (including attachments) is covered by
> the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is
> confidential and may be legally privileged.  If you are not the intended
> recipient, you are hereby notified that any retention, dissemination,
> distribution, or copying of this communication is strictly prohibited.
>  Please reply to the sender that you have received the message in error,
> then delete it.  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
>



-- 
...................
Adam Tingle
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From nastlinux at gmail.com  Wed Apr 15 21:46:43 2009
From: nastlinux at gmail.com (nast linux)
Date: Thu, 16 Apr 2009 08:46:43 +0700
Subject: [rt-users] Install Text-Autoformat-v1.14.0 error
Message-ID: <5e5450110904151846s33ea2400i2e8d14d619a78881@mail.gmail.com>

Dear All,
I will install Text Quoted 2.05, and it request to install defedency
file Text-Autoformat.
Then I got file Text-Autoformat-v1.14.0 from http://search.cpan.org
While I install Text-Autoformat-v1.14.0, I got error below:
Kindly please help me, what should I do?

root at rtsrv:/home/rtsrv/RTDeps/Text-Autoformat-v1.14.0# perl Makefile.PL

Warning: prerequisite version 0 not found.

Could not eval '

package ExtUtils::MakeMaker::_version;

no strict;

local $VERSION;

$VERSION=undef; do {

use version; $VERSION = qv('1.14.0');

}; $VERSION

' in lib/Text/Autoformat.pm: Can't locate version.pm in @INC (@INC
contains: /etc/perl /usr/local/lib/perl/5.8.8
/usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at
(eval 6) line 7, <FH> line 5.

BEGIN failed--compilation aborted at (eval 6) line 7, <FH> line 5.

WARNING: Setting VERSION via file 'lib/Text/Autoformat.pm' failed

at /usr/share/perl/5.8/ExtUtils/MakeMaker.pm line 495
Writing Makefile for Text::Autoformat

Thanks,
Ns


From Charles.Kugelman at kaplan.com  Thu Apr 16 09:18:30 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Thu, 16 Apr 2009 09:18:30 -0400
Subject: [rt-users] Report "Resolved by owner" fails to output,
	generates error in log
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C5172B4@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C4A5986@EXKPBYSB1.alpha.kaplaninc.com>
	<9E0168DD8BF6954A9096D2B8E40A55F31C5172B4@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C517C18@EXKPBYSB1.alpha.kaplaninc.com>

All

 

I ran this issue by one of our DBAs and this is his comment:

 

 

Charles,

 

The problem with the following query is that the summary statement
(GROUP BY) references the wrong column. The query is doing a summary
count by user name. The table.column_name in the SELECT clause has to
match the table.column_name in the GROUP BY clause.

 

Incorrect:

 

SELECT COUNT(main.id) AS id, 

       Users_2.Name AS col1 

FROM Tickets main 

LEFT JOIN Users Users_2  ON ( Users_2.id = main.Owner ) 

LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )  

WHERE (main.Status != 'deleted') 

  AND (main.Status = 'resolved' 

  AND main.Queue = '5') 

  AND (main.Type = 'ticket') 

  AND (main.EffectiveId = main.id)  

GROUP BY Users_1.Name;

 

ORA-00979: not a GROUP BY expression

 

Correct:

 

SELECT COUNT(main.id) AS id, 

           Users_2.Name AS col1 

FROM Tickets main 

LEFT JOIN Users Users_2  ON ( Users_2.id = main.Owner ) 

LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )  

WHERE (main.Status != 'deleted') 

  AND (main.Status = 'resolved' 

  AND main.Queue = '5') 

  AND (main.Type = 'ticket') 

  AND (main.EffectiveId = main.id)  

GROUP BY Users_2.Name;

 

I executed the correct version as user RT3 and got these results:

 

        ID COL1

---------- ----------

         8 Nobody

         6 ---

         1 ---

         3 root

 

Regards,

John

 

 

The question is: where do I make the correction to the query?

 

Thanks in advance for the assist!

 

-CK

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Wednesday, April 15, 2009 8:43 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Report "Resolved by owner" fails to
output,generates error in log

 

Any thoughts on this? Does this appear to anyone to be a bug?

 

-CK

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Charles
Kugelman
Sent: Monday, April 13, 2009 12:25 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Report "Resolved by owner" fails to output,generates
error in log

 

All,

 

It's been pointed out that the "Resolved by owner" report isn't
outputting results. I looked in the RT error log and found the entries
below. Thoughts?

 

---Relevant Info---

- RT Version: 3.8.2

- HTTPD Package (RPM): httpd-2.2.3-22.el5

- Mod_Perl Package (RPM): mod_perl-2.0.4-6.el5

- Perl Package (RPM): perl-5.8.8-18.el5 

- OS: RedHat Enterprise Linux 5

- Oracle Client: 10.2, Instant Client

- Oracle Server (remote server): 11g

- Mail Package (RPM): postfix-2.3.3-2

 

---Errors---

[Mon Apr 13 16:08:14 2009] [warning]: DBD::Oracle::db prepare failed:
ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name ') [for Statement "SELECT COUNT(main.id)
AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2
ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id
= main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status =
'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name "] at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
<GEN79> line 130.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)

 

[Mon Apr 13 16:08:14 2009] [warning]: RT::Handle=HASH(0x2b9ff6d2c540)
couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression
(DBD ERROR: error possibly near <*> indicator at char 29 in 'SELECT
COUNT(main.id) AS id, <*>Users_2.Name AS col1 FROM Tickets main LEFT
JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users
Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status !=
'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY
Users_1.Name ')
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)

 

Thanks,

 

-CK

 

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From tjrc at sanger.ac.uk  Thu Apr 16 09:36:40 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 16 Apr 2009 14:36:40 +0100
Subject: [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904140709s44b915c6ub2c0d2c57bed5a08@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0811180727p16ae239bh333905f2e14715ed@mail.gmail.com>
	<0424905C-5A00-483C-8B1E-9F81D3BA2946@sanger.ac.uk>
	<a60f25fc0904140709s44b915c6ub2c0d2c57bed5a08@mail.gmail.com>
Message-ID: <F65F1D1F-7A3A-48DD-8F27-2B8D09DBF41F@sanger.ac.uk>


On 14 Apr 2009, at 3:09 pm, Asif Iqbal wrote:

> On Tue, Nov 18, 2008 at 10:37 PM, Tim Cutts <tjrc at sanger.ac.uk> wrote:
>
>>
>> On 18 Nov 2008, at 3:27 pm, Asif Iqbal wrote:
>>
>> What switches did you use to dump the mysql? I see few gotcha's about
>>> using binary characters
>>> and separate dump  for attachment table and stuff
>>>
>>
>> I haven't tested the attachments thoroughly yet, so I don't know  
>> whether it
>> worked.  I just used one of our regular backup dumps, which isn't  
>> massively
>> complicated.  Our RT instance is replicated, and we back up off the  
>> slave
>> using:
>>
>> mysqldump --defaults-extra-file=/mysql/data_3307/slave.cnf
>> --single-transaction --flush-logs --master-data=2 --all-databases - 
>> q | gzip
>>> backup.gz
>
>
> How do I do the mysqldump w/o locking ?

You can't.  Not if you want a guaranteed consistent backup, anyway.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From vadud3 at gmail.com  Thu Apr 16 09:45:03 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 16 Apr 2009 19:45:03 +0600
Subject: [rt-users] Upgrade RT
In-Reply-To: <F65F1D1F-7A3A-48DD-8F27-2B8D09DBF41F@sanger.ac.uk>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0811180727p16ae239bh333905f2e14715ed@mail.gmail.com>
	<0424905C-5A00-483C-8B1E-9F81D3BA2946@sanger.ac.uk>
	<a60f25fc0904140709s44b915c6ub2c0d2c57bed5a08@mail.gmail.com>
	<F65F1D1F-7A3A-48DD-8F27-2B8D09DBF41F@sanger.ac.uk>
Message-ID: <a60f25fc0904160645g58825ab1v101c1b25df47c37b@mail.gmail.com>

On Thu, Apr 16, 2009 at 7:36 PM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 14 Apr 2009, at 3:09 pm, Asif Iqbal wrote:
>
>  On Tue, Nov 18, 2008 at 10:37 PM, Tim Cutts <tjrc at sanger.ac.uk> wrote:
>>
>>
>>> On 18 Nov 2008, at 3:27 pm, Asif Iqbal wrote:
>>>
>>> What switches did you use to dump the mysql? I see few gotcha's about
>>>
>>>> using binary characters
>>>> and separate dump  for attachment table and stuff
>>>>
>>>>
>>> I haven't tested the attachments thoroughly yet, so I don't know whether
>>> it
>>> worked.  I just used one of our regular backup dumps, which isn't
>>> massively
>>> complicated.  Our RT instance is replicated, and we back up off the slave
>>> using:
>>>
>>> mysqldump --defaults-extra-file=/mysql/data_3307/slave.cnf
>>> --single-transaction --flush-logs --master-data=2 --all-databases -q |
>>> gzip
>>>
>>>> backup.gz
>>>>
>>>
>>
>> How do I do the mysqldump w/o locking ?
>>
>
> You can't.  Not if you want a guaranteed consistent backup, anyway.
>

Actually the --master-data and --single-transaction make sure the tables are
not locked

"The --master-data<http://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_master-data>option
automatically turns off
--lock-tables<http://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_lock-tables>.
It also turns on
--lock-all-tables<http://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_lock-all-tables>,
unless --single-transaction<http://dev.mysql.com/doc/refman/4.1/en/mysqldump.html#option_mysqldump_single-transaction>also
is specified
"

Plus it took me less than 14 mins to dump about 8G data


>
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From john at iastate.edu  Thu Apr 16 09:54:09 2009
From: john at iastate.edu (John Hascall)
Date: Thu, 16 Apr 2009 08:54:09 CDT
Subject: [rt-users] Report "Resolved by owner" fails to output,
	generates error in log
In-Reply-To: Your message of Thu, 16 Apr 2009 09:18:30 -0400.
	<9E0168DD8BF6954A9096D2B8E40A55F31C517C18@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <29903.1239890049@malison.ait.iastate.edu>



> SELECT COUNT(main.id) AS id,
>            Users_2.Name AS col1
> FROM Tickets main
> LEFT JOIN Users Users_2  ON ( Users_2.id = main.Owner )
> LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner ) 
> WHERE (main.Status != 'deleted')
>   AND (main.Status = 'resolved' AND main.Queue = '5')
>   AND (main.Type = 'ticket')
>   AND (main.EffectiveId = main.id) 
> GROUP BY Users_2.Name;

While we are looking at this query,
it seems to me that the first where clause is
made redundant by the second one:

> WHERE (main.Status != 'deleted')
>   AND (main.Status = 'resolved' AND main.Queue = '5')

If (main.Status = 'resolved' AND main.Queue = '5')
then it must be true that (main.Status != 'deleted')

And I don't see any use of the Tickets table.
Also, where is the 2nd left join used?
Thus:

> SELECT COUNT(main.id) AS id,
>            Users.Name AS col1
> FROM main
> LEFT JOIN Users ON ( Users.id = main.Owner )
> WHERE (main.Status = 'resolved')
>   AND (main.Queue = '5')
>   AND (main.Type = 'ticket')
>   AND (main.EffectiveId = main.id) 
> GROUP BY Users.Name;

would seem to be a lot simpler.
Or have I overlooked something obvious?

John


From vadud3 at gmail.com  Thu Apr 16 11:03:43 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 16 Apr 2009 21:03:43 +0600
Subject: [rt-users] Upgrade RT
In-Reply-To: <6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0811180727p16ae239bh333905f2e14715ed@mail.gmail.com>
	<4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk>
	<6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk>
Message-ID: <a60f25fc0904160803m4c3a04b5j84d566e9b246219@mail.gmail.com>

On Wed, Nov 19, 2008 at 8:08 PM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 18 Nov 2008, at 4:47 pm, Tim Cutts wrote:
>
>  What switches did you use to dump the mysql? I see few gotcha's about
>>> using binary characters
>>> and separate dump  for attachment table and stuff
>>>
>>
>> OK, yes, I've just looked at an attachment to one of our tickets, and
>> yes, it's corrupted.  Bugger.  So I've obviously missed something.  I
>> thought that all one needed to do was to apply the mysql 4.0->4.1
>> patches at the appropriate point, but clearly something is wrong.  Or
>> is it what you allude to above, and we need to do something smarter
>> when dumping the Attachment table?  Can you give me some references to
>> where you've seen the gotchas?
>>
>
> OK, I'm now getting a bit concerned, because I've re-done my upgrade
> procedure based on dumping with --default-charset=binary, but I've still got
> a problem with corrupted attachments.  I imagine there's a huge amount of
> past material on this list about this problem - are there any good summary
> documents somewhere?  The procedure I'm trying to follow is:
>
> 1)  mysqldump my RT 3.4.2 instance, which is running on a MySQL 4.1.11
> database (maybe this is my problem?  Maybe I don't need the 4.0->4.1 update
> at all?)
>
> 2)  Load that dump into a new MySQL 5.0 database on my new system
>

My dump import is failing

# mysql --default-character-set=binary < dump.sql
ERROR 1050 (42S01) at line 19: Table 'columns_priv' already exists




>
> 3)  Apply the 3.4.2 -> 3.8.0 update
>
> 4)  Apply the MySQL 4.0->4.1 patch, if necessary (I'm now wondering whether
> it is, or whether applying it is actually causing the problem)
>
> 5)  Apply the 3.8.0 -> 3.8.1 update
>
> Any ideas?
>
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
-------------- next part --------------
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From jmoseley at corp.xanadoo.com  Thu Apr 16 11:25:59 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 16 Apr 2009 10:25:59 -0500
Subject: [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904160803m4c3a04b5j84d566e9b246219@mail.gmail.com>
Message-ID: <OFA1805A7C.A4B4F039-ON8625759A.0053FF5C-8625759A.0054E757@corp.xanadoo.com>

Asif, it's getting really hard to tell whose writing what with the way you
are quoting/replying to emails.  It sounds like you are trying to not only
upgrade RT but also move your database from mysql 4.x.x to 5.x.x.

I would start by getting your current RT database dumped and successfully
moved to the 5.x.x system first:

mysqldump --opt --single-transaction <db name>  > rt3.sql

Create the database on the new 5.x.x server, but don't create any tables,
etc.  Then import the dump:

mysql <db name> < rt3.sql

The way you are currently doing it is failing because the database and
tables already exist in the new 5.x.x system and your dump does not contain
the 'drop table if exists' syntax.  A lot of the issue here is mysql
administration and I'd advise you to consult the mysql support site for
syntax for dumping, restoring, etc.

Once the above is done, you can then follow the instructions in the RT
upgrade documentation to get from 3.4.x to 3.8.2.

Yes, you will need to apply the 'MySQL 4.0->4.1 schema changes'.  It's not
a patch, but a boatload of schema changes.  The first part of the operation
only dumps the sql syntax to a file.  You've then got to apply those sql
commands to the actual database.

The 'UPGRADING.mysql' document covers this in detail.

Good luck.


James Moseley




From Hossein.Rafighi at triumf.ca  Thu Apr 16 14:41:52 2009
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 16 Apr 2009 11:41:52 -0700
Subject: [rt-users] External Authentication
In-Reply-To: <Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>	<20090407175938.GM18432@bestpractical.com>
	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
Message-ID: <49E77BF0.5020108@triumf.ca>

Hi All,

I am trying to figure out why External Authentication in my production 
RT (version 3.6) works, but the test server I set up using (version 
3.8.2) is not authenticating against the same ldap server? I followed 
the steps in http://wiki.bestpractical.com/view/ExternalAuth and yet it 
is not working! Some relevant info on the test server (version 3.8.2) are:


    Loaded perl modules

Perl v5.8.8 under linux
Net::LDAP v0.33;
Net::LDAP::ASN v0.03;
Net::LDAP::Constant v0.04;
Net::LDAP::Filter v0.14;
Net::LDAP::Message v1.08;
Net::LDAP::Util v0.10;


    RT Config

Plugins RTx::Calendar, RT::Authen::ExternalAuth


    Perl Include Paths (@INC)

/opt/rt3/bin/../local/lib
/opt/rt3/local/plugins/RTx-Calendar/lib
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib

Server is functioning fine and I can use local authentication, but no LDAP!


Any help/advise is greatly appreciated.

Hossein

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From Charles.Kugelman at kaplan.com  Thu Apr 16 15:14:38 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Thu, 16 Apr 2009 15:14:38 -0400
Subject: [rt-users] Report "Resolved by owner" fails to output,
	generates error in log
In-Reply-To: <29903.1239890049@malison.ait.iastate.edu>
References: Your message of Thu, 16 Apr 2009 09:18:30 -0400.
	<9E0168DD8BF6954A9096D2B8E40A55F31C517C18@EXKPBYSB1.alpha.kaplaninc.com>
	<29903.1239890049@malison.ait.iastate.edu>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C57CADD@EXKPBYSB1.alpha.kaplaninc.com>

John,

Thanks for the reply.

I honestly have no idea what would be the best way (or the correct way
for that matter) to do this query (my specialty is actually in
networking, not database engineering).

The problem is simply that out of the box, 2 of the 3 reports fail to
produce any results (Resolved by owner and Resolved in date range). The
error generated in the RT log (see below) is all I really have that
shows the problem.

I can make a change to the affected file, but need some guidance in
finding where/how to make this change.

Attempting to run both of these reports produces the following set of
errors:

[Thu Apr 16 19:11:17 2009] [warning]: DBD::Oracle::db prepare failed:
ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name ') [for Statement "SELECT COUNT(main.id)
AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2
ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id
= main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status =
'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name "] at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
<GEN59> line 85.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)

[Thu Apr 16 19:11:17 2009] [warning]: RT::Handle=HASH(0x2b03abb5bfb0)
couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression
(DBD ERROR: error possibly near <*> indicator at char 29 in 'SELECT
COUNT(main.id) AS id, <*>Users_2.Name AS col1 FROM Tickets main LEFT
JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users
Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status !=
'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY
Users_1.Name ')
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)

[Thu Apr 16 19:11:18 2009] [warning]: DBD::Oracle::db prepare failed:
ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name ') [for Statement "SELECT COUNT(main.id)
AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2
ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id
= main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status =
'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name "] at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
<GEN61> line 85.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)

[Thu Apr 16 19:11:18 2009] [warning]: RT::Handle=HASH(0x2b03abb5bfb0)
couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression
(DBD ERROR: error possibly near <*> indicator at char 29 in 'SELECT
COUNT(main.id) AS id, <*>Users_2.Name AS col1 FROM Tickets main LEFT
JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users
Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status !=
'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY
Users_1.Name ')
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)

[Thu Apr 16 19:11:29 2009] [warning]: DBD::Oracle::db prepare failed:
ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name ') [for Statement "SELECT COUNT(main.id)
AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2
ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id
= main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status =
'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name "] at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
<GEN67> line 85.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)

[Thu Apr 16 19:11:29 2009] [warning]: RT::Handle=HASH(0x2b03abb5bfb0)
couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression
(DBD ERROR: error possibly near <*> indicator at char 29 in 'SELECT
COUNT(main.id) AS id, <*>Users_2.Name AS col1 FROM Tickets main LEFT
JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users
Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status !=
'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY
Users_1.Name ')
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)

[Thu Apr 16 19:11:29 2009] [warning]: DBD::Oracle::db prepare failed:
ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name ') [for Statement "SELECT COUNT(main.id)
AS id, Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2
ON ( Users_2.id = main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id
= main.Owner )  WHERE (main.Status != 'deleted') AND (main.Status =
'resolved' AND main.Queue = '5') AND (main.Type = 'ticket') AND
(main.EffectiveId = main.id)  GROUP BY Users_1.Name "] at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
<GEN69> line 85.
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)

[Thu Apr 16 19:11:29 2009] [warning]: RT::Handle=HASH(0x2b03abb5bfb0)
couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
col1 FROM Tickets main LEFT JOIN Users Users_2  ON ( Users_2.id =
main.Owner ) LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner )
WHERE (main.Status != 'deleted') AND (main.Status = 'resolved' AND
main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
main.id)  GROUP BY Users_1.Name 'ORA-00979: not a GROUP BY expression
(DBD ERROR: error possibly near <*> indicator at char 29 in 'SELECT
COUNT(main.id) AS id, <*>Users_2.Name AS col1 FROM Tickets main LEFT
JOIN Users Users_2  ON ( Users_2.id = main.Owner ) LEFT JOIN Users
Users_1  ON ( Users_1.id = main.Owner )  WHERE (main.Status !=
'deleted') AND (main.Status = 'resolved' AND main.Queue = '5') AND
(main.Type = 'ticket') AND (main.EffectiveId = main.id)  GROUP BY
Users_1.Name ')
(/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)

Thanks again for your assistance.

-CK



-----Original Message-----
From: John Hascall [mailto:john at iastate.edu] 
Sent: Thursday, April 16, 2009 9:54 AM
To: Charles Kugelman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Report "Resolved by owner" fails to output,
generates error in log 



> SELECT COUNT(main.id) AS id,
>            Users_2.Name AS col1
> FROM Tickets main
> LEFT JOIN Users Users_2  ON ( Users_2.id = main.Owner )
> LEFT JOIN Users Users_1  ON ( Users_1.id = main.Owner ) 
> WHERE (main.Status != 'deleted')
>   AND (main.Status = 'resolved' AND main.Queue = '5')
>   AND (main.Type = 'ticket')
>   AND (main.EffectiveId = main.id) 
> GROUP BY Users_2.Name;

While we are looking at this query,
it seems to me that the first where clause is
made redundant by the second one:

> WHERE (main.Status != 'deleted')
>   AND (main.Status = 'resolved' AND main.Queue = '5')

If (main.Status = 'resolved' AND main.Queue = '5')
then it must be true that (main.Status != 'deleted')

And I don't see any use of the Tickets table.
Also, where is the 2nd left join used?
Thus:

> SELECT COUNT(main.id) AS id,
>            Users.Name AS col1
> FROM main
> LEFT JOIN Users ON ( Users.id = main.Owner )
> WHERE (main.Status = 'resolved')
>   AND (main.Queue = '5')
>   AND (main.Type = 'ticket')
>   AND (main.EffectiveId = main.id) 
> GROUP BY Users.Name;

would seem to be a lot simpler.
Or have I overlooked something obvious?

John


From Michael.Mai at oicr.on.ca  Thu Apr 16 15:29:58 2009
From: Michael.Mai at oicr.on.ca (Michael Mai)
Date: Thu, 16 Apr 2009 15:29:58 -0400
Subject: [rt-users] External Authentication to AD
In-Reply-To: <49E77BF0.5020108@triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>
	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>
	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>
	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>
	<20090407175938.GM18432@bestpractical.com>
	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
	<49E77BF0.5020108@triumf.ca>
Message-ID: <B3929FA27B4D424188C5EC348F7FC92A9178587ED0@EXCHANGE01.ad.oicr.on.ca>

Hi,

I have an user that has multiple email addresses and would like to send in requests from all of them. From example:

asmith at company.com
asmith at gmail.com

Currently I have AD working fine but don't want to set up another Auth source. How can I do this?

Thanks

Michael Mai


From steve.obrien at hdesd.org  Thu Apr 16 17:26:29 2009
From: steve.obrien at hdesd.org (Steve OBrien)
Date: Thu, 16 Apr 2009 14:26:29 -0700
Subject: [rt-users] Ticket History Display
Message-ID: <1239917189.3943.3.camel@localhost.localdomain>

I have a couple of things my users are asking me to change about the way
RT displays the ticket history.  Any help on any of these would be
greatly appreciated.

1.) Email submissions are double spaced.  This takes up a lot of room
when viewing the ticket history.

2.) Top posting - can the most recent actions be on top so you don't
have to scroll all the way down to see the most recent action?

3.) Stripping out the signatures from emails.  Is it possible?

TIA,
Steve



From toml at bitstatement.net  Thu Apr 16 17:42:26 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 16 Apr 2009 14:42:26 -0700
Subject: [rt-users] Ticket History Display
In-Reply-To: <1239917189.3943.3.camel@localhost.localdomain>
References: <1239917189.3943.3.camel@localhost.localdomain>
Message-ID: <49E7A642.5070404@bitstatement.net>

> 1.) Email submissions are double spaced.  This takes up a lot of room
> when viewing the ticket history.

They aren't in my RT.  Without knowing what's causing it in your
installation, there's no way to know how to fix it.

You could make a local Display.html that unwraps the text and then rewraps
it, or figure out why its getting double-spaced in the first place and
eliminate the cause.

> 2.) Top posting - can the most recent actions be on top so you don't
> have to scroll all the way down to see the most recent action?

Yes, that's in the Preferences in RT, per user.  It would seem there is a
way to change the global default, it might be:

set($OldestTransactionsFirst,1);

> 3.) Stripping out the signatures from emails.  Is it possible?

Two options: hack rt-mailgate to strip them before inserting into the
database, or make a local Display.html & History.html to display it without
the signatures.  The latter is probably "safer" in that if your parsing is
wrong, you still have the original data.

I've actually been considering which option to take with removing quoted
text from emails, not just signatures.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From kevin at nyi.net  Thu Apr 16 17:52:20 2009
From: kevin at nyi.net (Kevin Phair)
Date: Thu, 16 Apr 2009 17:52:20 -0400
Subject: [rt-users] Ticket History Display
In-Reply-To: <1239917189.3943.3.camel@localhost.localdomain>
References: <1239917189.3943.3.camel@localhost.localdomain>
Message-ID: <49E7A894.4070501@nyi.net>

Steve OBrien wrote:
> I have a couple of things my users are asking me to change about the way
> RT displays the ticket history.  Any help on any of these would be
> greatly appreciated.
> 
> 
> 2.) Top posting - can the most recent actions be on top so you don't
> have to scroll all the way down to see the most recent action?
> 
>

I believe if you give users the 'Modify_Self' right, they will then be 
able to adjust their Preferences, and they can then choose to display 
the tickets in this manner.


From ruslan.zakirov at gmail.com  Thu Apr 16 18:06:16 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 17 Apr 2009 02:06:16 +0400
Subject: [rt-users] Report "Resolved by owner" fails to output,
	generates 	error in log
In-Reply-To: <9E0168DD8BF6954A9096D2B8E40A55F31C4A5986@EXKPBYSB1.alpha.kaplaninc.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C4A5986@EXKPBYSB1.alpha.kaplaninc.com>
Message-ID: <589c94400904161506m4e22c60fs47e85302fb66aff3@mail.gmail.com>

I believe this issue has been fixed in 3.8.HEAD, please test first RC
when it will be available.

On Mon, Apr 13, 2009 at 8:25 PM, Charles Kugelman
<Charles.Kugelman at kaplan.com> wrote:
> All,
>
>
>
> It?s been pointed out that the ?Resolved by owner? report isn?t outputting
> results. I looked in the RT error log and found the entries below. Thoughts?
>
>
>
> ---Relevant Info---
>
> - RT Version: 3.8.2
>
> - HTTPD Package (RPM): httpd-2.2.3-22.el5
>
> - Mod_Perl Package (RPM): mod_perl-2.0.4-6.el5
>
> - Perl Package (RPM): perl-5.8.8-18.el5
>
> - OS: RedHat Enterprise Linux 5
>
> - Oracle Client: 10.2, Instant Client
>
> - Oracle Server (remote server): 11g
>
> - Mail Package (RPM): postfix-2.3.3-2
>
>
>
> ---Errors---
>
> [Mon Apr 13 16:08:14 2009] [warning]: DBD::Oracle::db prepare failed:
> ORA-00979: not a GROUP BY expression (DBD ERROR: error possibly near <*>
> indicator at char 29 in 'SELECT COUNT(main.id) AS id, <*>Users_2.Name AS
> col1 FROM Tickets main LEFT JOIN Users Users_2? ON ( Users_2.id = main.Owner
> ) LEFT JOIN Users Users_1? ON ( Users_1.id = main.Owner )? WHERE
> (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue =
> '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)? GROUP BY
> Users_1.Name ') [for Statement "SELECT COUNT(main.id) AS id, Users_2.Name AS
> col1 FROM Tickets main LEFT JOIN Users Users_2? ON ( Users_2.id = main.Owner
> ) LEFT JOIN Users Users_1? ON ( Users_1.id = main.Owner )? WHERE
> (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue =
> '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)? GROUP BY
> Users_1.Name "] at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465,
> <GEN79> line 130.
> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:465)
>
>
>
> [Mon Apr 13 16:08:14 2009] [warning]: RT::Handle=HASH(0x2b9ff6d2c540)
> couldn't prepare the query 'SELECT COUNT(main.id) AS id, Users_2.Name AS
> col1 FROM Tickets main LEFT JOIN Users Users_2? ON ( Users_2.id = main.Owner
> ) LEFT JOIN Users Users_1? ON ( Users_1.id = main.Owner )? WHERE
> (main.Status != 'deleted') AND (main.Status = 'resolved' AND main.Queue =
> '5') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id)? GROUP BY
> Users_1.Name 'ORA-00979: not a GROUP BY expression (DBD ERROR: error
> possibly near <*> indicator at char 29 in 'SELECT COUNT(main.id) AS id,
> <*>Users_2.Name AS col1 FROM Tickets main LEFT JOIN Users Users_2? ON (
> Users_2.id = main.Owner ) LEFT JOIN Users Users_1? ON ( Users_1.id =
> main.Owner )? WHERE (main.Status != 'deleted') AND (main.Status = 'resolved'
> AND main.Queue = '5') AND (main.Type = 'ticket') AND (main.EffectiveId =
> main.id)? GROUP BY Users_1.Name ')
> (/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:472)
>
>
>
> Thanks,
>
>
>
> -CK
>
>
>
> _______________________________________________
> 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 Hossein.Rafighi at triumf.ca  Thu Apr 16 18:17:47 2009
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 16 Apr 2009 15:17:47 -0700
Subject: [rt-users] External Authentication
In-Reply-To: <49E77BF0.5020108@triumf.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>	<20090407175938.GM18432@bestpractical.com>	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>
	<49E77BF0.5020108@triumf.ca>
Message-ID: <49E7AE8B.3020906@triumf.ca>

Please ignore  my  previous email. I solved my problem.

Hossein

Hossein Rafighi wrote:
> Hi All,
>
> I am trying to figure out why External Authentication in my production 
> RT (version 3.6) works, but the test server I set up using (version 
> 3.8.2) is not authenticating against the same ldap server? I followed 
> the steps in http://wiki.bestpractical.com/view/ExternalAuth and yet it 
> is not working! Some relevant info on the test server (version 3.8.2) are:
>
>
>     Loaded perl modules
>
> Perl v5.8.8 under linux
> Net::LDAP v0.33;
> Net::LDAP::ASN v0.03;
> Net::LDAP::Constant v0.04;
> Net::LDAP::Filter v0.14;
> Net::LDAP::Message v1.08;
> Net::LDAP::Util v0.10;
>
>
>     RT Config
>
> Plugins RTx::Calendar, RT::Authen::ExternalAuth
>
>
>     Perl Include Paths (@INC)
>
> /opt/rt3/bin/../local/lib
> /opt/rt3/local/plugins/RTx-Calendar/lib
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib
>
> Server is functioning fine and I can use local authentication, but no LDAP!
>
>
> Any help/advise is greatly appreciated.
>
> Hossein
>
>   

-- 
  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From steve.obrien at hdesd.org  Thu Apr 16 19:32:25 2009
From: steve.obrien at hdesd.org (Steve OBrien)
Date: Thu, 16 Apr 2009 16:32:25 -0700
Subject: [rt-users] Set status to open when ticket is taken
Message-ID: <1239924745.3807.11.camel@localhost.localdomain>

Another "suggestion" from my pilot group is that they would like tickets
to automatically change status from new to open when taken.  Any help
accomplishing that would be appreciated.

TIA,
Steve



From steve.obrien at hdesd.org  Thu Apr 16 19:37:55 2009
From: steve.obrien at hdesd.org (Steve OBrien)
Date: Thu, 16 Apr 2009 16:37:55 -0700
Subject: [rt-users] Ticket History Display
In-Reply-To: <49E7A642.5070404@bitstatement.net>
References: <1239917189.3943.3.camel@localhost.localdomain>
	<49E7A642.5070404@bitstatement.net>
Message-ID: <1239925075.3807.17.camel@localhost.localdomain>

On Thu, 2009-04-16 at 14:42 -0700, Tom Lahti wrote:
> > 1.) Email submissions are double spaced.  This takes up a lot of room
> > when viewing the ticket history.
> 
> They aren't in my RT.  Without knowing what's causing it in your
> installation, there's no way to know how to fix it.

It just seems to be html email (default from outlook) that gets double
spaced.
> 
> > 2.) Top posting - can the most recent actions be on top so you don't
> > have to scroll all the way down to see the most recent action?
> 
> Yes, that's in the Preferences in RT, per user.  It would seem there is a
> way to change the global default, it might be:
> 
> set($OldestTransactionsFirst,1);
The site-wide setting it is in RT_SiteConfig.pm and when set to 0 it
does what they want -- thanks for the variable name!
> 
> > 3.) Stripping out the signatures from emails.  Is it possible?
> 
> Two options: hack rt-mailgate to strip them before inserting into the
> database, or make a local Display.html & History.html to display it without
> the signatures.  The latter is probably "safer" in that if your parsing is
> wrong, you still have the original data.
> 
Hmmm, I will have to look at that.  Seems like it might be hard to
discern the sig from the rest of the email.

Thanks for info!

Steve



From jpierce at cambridgeenergyalliance.org  Thu Apr 16 19:44:52 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 16 Apr 2009 19:44:52 -0400
Subject: [rt-users] Ticket History Display
In-Reply-To: <1239925075.3807.17.camel@localhost.localdomain>
References: <1239917189.3943.3.camel@localhost.localdomain> 
	<49E7A642.5070404@bitstatement.net>
	<1239925075.3807.17.camel@localhost.localdomain>
Message-ID: <be7163f0904161644x3317d5bh283baed4f8fdbecd@mail.gmail.com>

> Hmmm, I will have to look at that. ?Seems like it might be hard to
> discern the sig from the rest of the email.
Convention dictates that signatures be preceded by a line matching
"-- \n" i.e; 0x2d0x2d0x200x0a

Of course, not everyone follows it.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From toml at bitstatement.net  Thu Apr 16 19:52:32 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 16 Apr 2009 16:52:32 -0700
Subject: [rt-users] Set status to open when ticket is taken
In-Reply-To: <1239924745.3807.11.camel@localhost.localdomain>
References: <1239924745.3807.11.camel@localhost.localdomain>
Message-ID: <49E7C4C0.2000100@bitstatement.net>

Steve OBrien wrote:
> Another "suggestion" from my pilot group is that they would like tickets
> to automatically change status from new to open when taken.  Any help
> accomplishing that would be appreciated.

It's not really open until someone actually works on it, is it?  Seems like
a semantic issue to me.  "New" means "its recorded and waiting for
activity", "open" means "its being worked on".  If its just assigned and no
activity, its not being worked on.  Seems a bit deceptive to preemptively
set it to "open" without actually working on it.

Anyway, philosophy aside, you could do this with a scrip.  Make it
condition: On owner change, Action: user definded, Template: blank.

Custom action prep code:
return 1;

Custom action cleanup code:
$self->TicketObj->_Set(Field => 'Status', Value => 'open', RecordTransaction
=> 0);
return 1;

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Thu Apr 16 20:00:57 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 16 Apr 2009 17:00:57 -0700
Subject: [rt-users] Ticket History Display
In-Reply-To: <1239925075.3807.17.camel@localhost.localdomain>
References: <1239917189.3943.3.camel@localhost.localdomain>	
	<49E7A642.5070404@bitstatement.net>
	<1239925075.3807.17.camel@localhost.localdomain>
Message-ID: <49E7C6B9.4070305@bitstatement.net>

>>> 3.) Stripping out the signatures from emails.  Is it possible?
>> Two options: hack rt-mailgate to strip them before inserting into the
>> database, or make a local Display.html & History.html to display it without
>> the signatures.  The latter is probably "safer" in that if your parsing is
>> wrong, you still have the original data.

After looking at this some more, really all you need is a local copy of
Ticket/Elements/ShowMessageStanza, with customizations added therein to
parse the signature and/or quoted text.

It should be possible the plop them in a <div> that is initially hidden and
offer a control to unhide it, for viewing the original pieces as well
(someone else's idea from an earlier thread when it was quoted text and not
signatures).

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From steve.obrien at hdesd.org  Thu Apr 16 20:11:32 2009
From: steve.obrien at hdesd.org (Steve OBrien)
Date: Thu, 16 Apr 2009 17:11:32 -0700
Subject: [rt-users] Set status to open when ticket is taken
In-Reply-To: <49E7C4C0.2000100@bitstatement.net>
References: <1239924745.3807.11.camel@localhost.localdomain>
	<49E7C4C0.2000100@bitstatement.net>
Message-ID: <1239927092.3807.19.camel@localhost.localdomain>

On Thu, 2009-04-16 at 16:52 -0700, Tom Lahti wrote:

> It's not really open until someone actually works on it, is it?  Seems like
> a semantic issue to me.  "New" means "its recorded and waiting for
> activity", "open" means "its being worked on".  If its just assigned and no
> activity, its not being worked on.  Seems a bit deceptive to preemptively
> set it to "open" without actually working on it.
That's exactly what I told them, but they told me that they pick up the
ticket and are working on it and then enter in the details when they are
done.

Thanks Much!
S



From jpierce at cambridgeenergyalliance.org  Thu Apr 16 20:14:21 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 16 Apr 2009 20:14:21 -0400
Subject: [rt-users] Set status to open when ticket is taken
In-Reply-To: <1239927092.3807.19.camel@localhost.localdomain>
References: <1239924745.3807.11.camel@localhost.localdomain> 
	<49E7C4C0.2000100@bitstatement.net>
	<1239927092.3807.19.camel@localhost.localdomain>
Message-ID: <be7163f0904161714y8282160s6e2bfc46d47b8de2@mail.gmail.com>

> That's exactly what I told them, but they told me that they pick up the
> ticket and are working on it and then enter in the details when they are done.
They don't have to "enter details." Once they do something meaningful on
the ticket, RT will automagically set it to open.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From ruslan.zakirov at gmail.com  Thu Apr 16 20:29:45 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 17 Apr 2009 04:29:45 +0400
Subject: [rt-users] Set status to open when ticket is taken
In-Reply-To: <1239924745.3807.11.camel@localhost.localdomain>
References: <1239924745.3807.11.camel@localhost.localdomain>
Message-ID: <589c94400904161729w319f0824t35fedc7640839163@mail.gmail.com>

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

On Fri, Apr 17, 2009 at 3:32 AM, Steve OBrien <steve.obrien at hdesd.org> wrote:
> Another "suggestion" from my pilot group is that they would like tickets
> to automatically change status from new to open when taken. ?Any help
> accomplishing that would be appreciated.
>
> TIA,
> 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
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Thu Apr 16 23:16:47 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 16 Apr 2009 23:16:47 -0400
Subject: [rt-users] Funky shredder problem
Message-ID: <be7163f0904162016q785a2acey6ad1c529c8c9e532@mail.gmail.com>

I'm trying to shred users without tickets (from spam), and have run
into a rarely reported error
(one of the few mentions of it on the lists was by me, in a different context).

The user is 729, and the user was actually an alternate email address for one
of our queues that got auto-created early-on, before incoming messages were
canonicalized. I tried changing the address in case that was the problem, but
it had no effect.

Browser:
Couldn't wipeout object: Can't call method "Type" on an undefined
value at /opt/rt3/bin/../lib/RT/Shredder/GroupMember.pm line 90.
Stack: [/opt/rt3/bin/../lib/RT/Shredder/GroupMember.pm:90]
[/opt/rt3/bin/../lib/RT/Shredder/Record.pm:112]
[/opt/rt3/bin/../lib/RT/Shredder.pm:581]
[/opt/rt3/bin/../lib/RT/Shredder.pm:591]
[/opt/rt3/bin/../lib/RT/Shredder/Dependencies.pm:146]
[/opt/rt3/bin/../lib/RT/Shredder.pm:592]
[/opt/rt3/bin/../lib/RT/Shredder.pm:551]
[/opt/rt3/bin/../lib/RT/Shredder.pm:540]
[/opt/rt3/share/html/Admin/Tools/Shredder/index.html:158]
[/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59]
[/opt/rt3/share/html/Admin/autohandler:49]
[/opt/rt3/share/html/autohandler:308]

Log:
[Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1186 wiped
out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::GroupMember-507 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1185 wiped
out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::Transaction-1390 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::Group-730 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::Principal-730 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1187 wiped
out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::GroupMember-508 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::CachedGroupMember-1188 wiped
out (/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: RT::GroupMember-509 wiped out
(/opt/rt3/bin/../lib/RT/Shredder/Record.pm:236)
[Fri Apr 17 03:08:47 2009] [warning]: Use of uninitialized value in
string eq at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 98.
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:98)
[Fri Apr 17 03:08:47 2009] [warning]: Use of uninitialized value in
concatenation (.) or string at
/opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 127.
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127)
[Fri Apr 17 03:08:47 2009] [crit]: Found a principal () that was
neither a user nor a group
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:127)

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From sladkofo at yahoo-inc.com  Fri Apr 17 07:28:27 2009
From: sladkofo at yahoo-inc.com (Oleg Sladkoff)
Date: Fri, 17 Apr 2009 13:28:27 +0200
Subject: [rt-users] Reply to requestors when resolving a ticket
Message-ID: <1239967708.7190.2.camel@prettyenter.grenoble.corp.yahoo.com>

Hi 

I would like to know how I can have by default "Reply to requestors"
when I Resolve a ticket (the actual default is "Comments (not sent to
requestors).


thanks in advance :)


-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532



From rfh at vialtus.com  Fri Apr 17 08:11:54 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 17 Apr 2009 13:11:54 +0100
Subject: [rt-users] Reply to requestors when resolving a ticket
In-Reply-To: <1239967708.7190.2.camel@prettyenter.grenoble.corp.yahoo.com>
References: <1239967708.7190.2.camel@prettyenter.grenoble.corp.yahoo.com>
Message-ID: <49E8720A.5050803@vialtus.com>

Oleg;

Modify
/opt/rt3/local/html/Ticket/Elements/Tabs

Change:
if ( $Ticket->Status ne 'resolved' ) {
        $actions->{'G'} = {

            path => 
"Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id,
            title => loc('Resolve') };
    }


to:

if ( $Ticket->Status ne 'resolved' ) {
        $actions->{'G'} = {

            path => 
"Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $id,
            title => loc('Resolve') };
    }


##Note changing the Action from Comment to Respond

Regards;
Roy

Oleg Sladkoff wrote:
> Hi
>
> I would like to know how I can have by default "Reply to requestors"
> when I Resolve a ticket (the actual default is "Comments (not sent to
> requestors).
>
>
> thanks in advance :)
>
>
> --
> Oleg Sladkoff
> KELKOO - Service Architect
> oleg.sladkoff at kelkoo.com
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147
> gsm : +33(0)675768532
>
> _______________________________________________
> 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 traiano at gmail.com  Fri Apr 17 08:23:20 2009
From: traiano at gmail.com (Traiano Welcome)
Date: Fri, 17 Apr 2009 14:23:20 +0200
Subject: [rt-users] Disable Auto-Reply on Ticket Resolution for A specific
	Queue
Message-ID: <a6630fed0904170523y32a7a101me3c111c6609b4891@mail.gmail.com>

Hi All

I would like to disable autoreplies to the requestor in the case where a
ticket is resolved in a specific queue. This is because the original
requestor address is another helpdesk (NOC) that does not want responses.

The scenario I'm working with is as follows:

1. Ticket is created in Queue #1
2. Ticket is moved to Queue #2 and resolved

Tickets resolved in Queue #1 must still generate autoreplies upon
resolution, but Tickets resolved in Queue #2 must not.

What would be the best way to configure this in RT3.6 (installed from the
Debian Packages)?

Thanks in Advance,
Traiano Welcome


-- 

There is no Spoon.
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 17 08:34:30 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 17 Apr 2009 08:34:30 -0400
Subject: [rt-users] External Authentication to AD
In-Reply-To: <B3929FA27B4D424188C5EC348F7FC92A9178587ED0@EXCHANGE01.ad.oicr.on.ca>
References: <Pine.LNX.4.64.0904061804240.19390@andrew.triumf.ca>	<be7163f0904070801q5b86c677t594df228d1af04dc@mail.gmail.com>	<Pine.LNX.4.64.0904071010430.6744@andrew.triumf.ca>	<be7163f0904071036s4e08d93clc4117f5011ff8f2a@mail.gmail.com>	<20090407175938.GM18432@bestpractical.com>	<Pine.LNX.4.64.0904071143190.6744@andrew.triumf.ca>	<49E77BF0.5020108@triumf.ca>
	<B3929FA27B4D424188C5EC348F7FC92A9178587ED0@EXCHANGE01.ad.oicr.on.ca>
Message-ID: <49E87756.40004@ucrwcu.rwc.uc.edu>



Michael Mai wrote:
> Hi,
>
> I have an user that has multiple email addresses and would like to send in requests from all of them. From example:
>
> asmith at company.com
> asmith at gmail.com
>   

If it is only one person that needs this functionality, simply merge the 
two autocreated users (I believe this is included in 3.8.x - if not, 
install RT::Extension::MergeUsers from cpan).  This way, mail sent from 
either account will result in the same requestor assigned.

> Currently I have AD working fine but don't want to set up another Auth source. How can I do this?
>
> Thanks
>
> Michael Mai
> _______________________________________________
> 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
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From Charles.Kugelman at kaplan.com  Fri Apr 17 08:48:53 2009
From: Charles.Kugelman at kaplan.com (Charles Kugelman)
Date: Fri, 17 Apr 2009 08:48:53 -0400
Subject: [rt-users] Report "Resolved by owner" fails to output,
	generates error in log
In-Reply-To: <589c94400904161506m4e22c60fs47e85302fb66aff3@mail.gmail.com>
References: <9E0168DD8BF6954A9096D2B8E40A55F31C4A5986@EXKPBYSB1.alpha.kaplaninc.com>
	<589c94400904161506m4e22c60fs47e85302fb66aff3@mail.gmail.com>
Message-ID: <9E0168DD8BF6954A9096D2B8E40A55F31C57CE39@EXKPBYSB1.alpha.kaplaninc.com>

Thanks for the info Ruslan.

-CK



From sladkofo at yahoo-inc.com  Fri Apr 17 09:44:32 2009
From: sladkofo at yahoo-inc.com (Oleg Sladkoff)
Date: Fri, 17 Apr 2009 15:44:32 +0200
Subject: [rt-users] Reply to requestors when resolving a ticket
In-Reply-To: <49E8720A.5050803@vialtus.com>
References: <1239967708.7190.2.camel@prettyenter.grenoble.corp.yahoo.com>
	<49E8720A.5050803@vialtus.com>
Message-ID: <1239975872.7190.3.camel@prettyenter.grenoble.corp.yahoo.com>

fantastic, that worked !

thanks :)

On Fri, 2009-04-17 at 13:11 +0100, Raed El-Hames wrote:
> Oleg;
> 
> Modify
> /opt/rt3/local/html/Ticket/Elements/Tabs
> 
> Change:
> if ( $Ticket->Status ne 'resolved' ) {
>         $actions->{'G'} = {
> 
>             path => 
> "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=" . $id,
>             title => loc('Resolve') };
>     }
> 
> 
> to:
> 
> if ( $Ticket->Status ne 'resolved' ) {
>         $actions->{'G'} = {
> 
>             path => 
> "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $id,
>             title => loc('Resolve') };
>     }
> 
> 
> ##Note changing the Action from Comment to Respond
> 
> Regards;
> Roy
> 
> Oleg Sladkoff wrote:
> > Hi
> >
> > I would like to know how I can have by default "Reply to requestors"
> > when I Resolve a ticket (the actual default is "Comments (not sent to
> > requestors).
> >
> >
> > thanks in advance :)
> >
> >
> > --
> > Oleg Sladkoff
> > KELKOO - Service Architect
> > oleg.sladkoff at kelkoo.com
> > Yahoo messenger : Kelkoooleg
> > tel : +33 (0)476848147
> > gsm : +33(0)675768532
> >
> > _______________________________________________
> > 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
-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532



From berny at technology.net.au  Fri Apr 17 09:51:35 2009
From: berny at technology.net.au (Berny Stapleton)
Date: Fri, 17 Apr 2009 14:51:35 +0100
Subject: [rt-users] Manager permissions
Message-ID: <9756e1210904170651v4e32fadbo23fcc46f61348db1@mail.gmail.com>

Hi all,

One of our managers wants to get notified of all tickets and be able
to view all tickets logged by her staff against other teams so that
she can chase up the other teams when her staff are away.

I have read up on delegated rights and administration of personal
groups, but that's not quite what I am after.

So if one of her staff logs a ticket against the infrastructure group
asking for more RAM in one of her servers, she wants to know when it's
going to happen for scheduling reasons, she wants to automatically see
the tickets.

Any information on how this might work would be appreciated, if this
is somewhere and I have just skipped over it, please point me in the
right direction.

Thanks,

Berny


From change+lists.rt at nightwind.net  Fri Apr 17 11:50:09 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Fri, 17 Apr 2009 08:50:09 -0700
Subject: [rt-users] Disable Auto-Reply on Ticket Resolution for A
 specific Queue
In-Reply-To: <a6630fed0904170523y32a7a101me3c111c6609b4891@mail.gmail.com>
References: <a6630fed0904170523y32a7a101me3c111c6609b4891@mail.gmail.com>
Message-ID: <1239983409.742.1311010999@webmail.messagingengine.com>

On Fri, 17 Apr 2009 14:23:20 +0200, "Traiano Welcome"
<traiano at gmail.com> said:
> I would like to disable autoreplies to the requestor in the case where a
> ticket is resolved in a specific queue. This is because the original
> requestor address is another helpdesk (NOC) that does not want responses.
> 
> The scenario I'm working with is as follows:
> 
> 1. Ticket is created in Queue #1
> 2. Ticket is moved to Queue #2 and resolved
> 
> Tickets resolved in Queue #1 must still generate autoreplies upon
> resolution, but Tickets resolved in Queue #2 must not.

Modify the "On Resolve Notify Requestor" scrip, set a custom condition,
I think this will work:

return($self->TransactionObj->Type eq "Resolve" &&
$self->TicketObj->QueueObj->Name ne "Queue2");


From eliezer.chavez at gmail.com  Fri Apr 17 12:01:59 2009
From: eliezer.chavez at gmail.com (=?ISO-8859-1?Q?Eliezer_E_Ch=E1vez?=)
Date: Fri, 17 Apr 2009 11:31:59 -0430
Subject: [rt-users] Create Groups & Queues Programatically
Message-ID: <66d635aa0904170901q7a677719o97cebf8ef6c29941@mail.gmail.com>

Dear Pals

I'm trying to create groups in my rt instance by a perl script, this is the
script:

#!/opt/perl/bin/perl
use lib "$ENV{'RTHOME'}/lib";
use lib "$ENV{'RTHOME'}/local/plugins/RT-FM/lib";
use strict;
use RT::Interface::CLI qw(CleanEnv);
use RT::Group;

RT::LoadConfig();
RT::Init();

my $group = RT::Group->new($RT::SystemUser);
my ($id)  = $group->Create(
    Name         => "$ARGV[0]",
    Description  => "$ARGV[1]",
);
print "Group id: $id\n";

But keeps telling me this:

[as10g at aspccs11 ~/bin]$ ./rt-addgroup.pl CAR "Coordinaci?n Almacenamiento y
Respaldo"
[Fri Apr 17 15:59:11 2009] [crit]: Someone called RT::Group->Create. this
method does not exist. someone's being evil
(/opt/rt/lib/RT/Group_Overlay.pm:387)
Group id: 0

So, what i'm doing wrong.

Thanks in advance pals!

-- 
Eliezer E Ch?vez
+58-416-6125676
eliezer.chavez at gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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From toml at bitstatement.net  Fri Apr 17 13:07:46 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 17 Apr 2009 10:07:46 -0700
Subject: [rt-users] Disable Auto-Reply on Ticket Resolution for A
 specific Queue
In-Reply-To: <a6630fed0904170523y32a7a101me3c111c6609b4891@mail.gmail.com>
References: <a6630fed0904170523y32a7a101me3c111c6609b4891@mail.gmail.com>
Message-ID: <49E8B762.2020403@bitstatement.net>

> 1. Ticket is created in Queue #1
> 2. Ticket is moved to Queue #2 and resolved
> 
> Tickets resolved in Queue #1 must still generate autoreplies upon
> resolution, but Tickets resolved in Queue #2 must not.

I think you're better off creating a new ticket for Queue #2 that is
depended on by the ticket in Queue #1, where the requestor of the ticket in
Queue #2 is the owner of the ticket in Queue #1, but that's just me.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Fri Apr 17 13:20:01 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 17 Apr 2009 10:20:01 -0700
Subject: [rt-users] Manager permissions
In-Reply-To: <9756e1210904170651v4e32fadbo23fcc46f61348db1@mail.gmail.com>
References: <9756e1210904170651v4e32fadbo23fcc46f61348db1@mail.gmail.com>
Message-ID: <49E8BA41.9090105@bitstatement.net>

> One of our managers wants to get notified of all tickets and be able
> to view all tickets logged by her staff against other teams so that
> she can chase up the other teams when her staff are away.

Baby-sitting, aka micro-managing.  You gotta love people like that :)

It would be nice to be able to do a saved search for "Creator in <group>",
wouldn't it?

You could re-purpose a field a little bit that is searchable.  Say you set
the Organization field in the user records for her group to something
unique, like "<Company name>-<Dept>", then you can make a saved search on
"Requestor Organization is '<Company name>-<Dept>'" and put that on her
portal page.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Fri Apr 17 13:32:29 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Fri, 17 Apr 2009 10:32:29 -0700
Subject: [rt-users] Create Groups & Queues Programatically
In-Reply-To: <66d635aa0904170901q7a677719o97cebf8ef6c29941@mail.gmail.com>
References: <66d635aa0904170901q7a677719o97cebf8ef6c29941@mail.gmail.com>
Message-ID: <49E8BD2D.7000208@bitstatement.net>


> [Fri Apr 17 15:59:11 2009] [crit]: Someone called RT::Group->Create. this
> method does not exist. someone's being evil
> (/opt/rt/lib/RT/Group_Overlay.pm:387)

Read the perldoc for Group_Overlay.pm.  What you need to do is described
therein.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From berny at technology.net.au  Fri Apr 17 14:52:16 2009
From: berny at technology.net.au (Berny Stapleton)
Date: Fri, 17 Apr 2009 19:52:16 +0100
Subject: [rt-users] Manager permissions
In-Reply-To: <49E8BA41.9090105@bitstatement.net>
References: <9756e1210904170651v4e32fadbo23fcc46f61348db1@mail.gmail.com>
	<49E8BA41.9090105@bitstatement.net>
Message-ID: <9756e1210904171152s7875569bvffbed4a0b3d018c0@mail.gmail.com>

Yes, she can be a pain, but in her defence, something important got
dropped while one of her staff was on holidays and she got chewed for
it....

Hmm, need to remap some fields in LDAP I think....

Thanks for the input,

Berny

2009/4/17 Tom Lahti <toml at bitstatement.net>:
>> One of our managers wants to get notified of all tickets and be able
>> to view all tickets logged by her staff against other teams so that
>> she can chase up the other teams when her staff are away.
>
> Baby-sitting, aka micro-managing. ?You gotta love people like that :)
>
> It would be nice to be able to do a saved search for "Creator in <group>",
> wouldn't it?
>
> You could re-purpose a field a little bit that is searchable. ?Say you set
> the Organization field in the user records for her group to something
> unique, like "<Company name>-<Dept>", then you can make a saved search on
> "Requestor Organization is '<Company name>-<Dept>'" and put that on her
> portal page.
>
> --
> -- ============================
> ? Tom Lahti
> ? BIT Statement LLC
>
> ? (425)251-0833 x 117
> ? http://www.bitstatement.net/
> -- ============================
>


From ktm at rice.edu  Fri Apr 17 15:09:13 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 17 Apr 2009 14:09:13 -0500
Subject: [rt-users] Manager permissions
In-Reply-To: <9756e1210904171152s7875569bvffbed4a0b3d018c0@mail.gmail.com>
References: <9756e1210904170651v4e32fadbo23fcc46f61348db1@mail.gmail.com>
	<49E8BA41.9090105@bitstatement.net>
	<9756e1210904171152s7875569bvffbed4a0b3d018c0@mail.gmail.com>
Message-ID: <20090417190913.GR18845@it.is.rice.edu>

This sounds like a candidate for a saved search. Then she can pull
up all the tickets that meet her criteria with one click. In 3.8.x
she can add the search to her dashboard.

Cheers,
Ken

On Fri, Apr 17, 2009 at 07:52:16PM +0100, Berny Stapleton wrote:
> Yes, she can be a pain, but in her defence, something important got
> dropped while one of her staff was on holidays and she got chewed for
> it....
> 
> Hmm, need to remap some fields in LDAP I think....
> 
> Thanks for the input,
> 
> Berny
> 
> 2009/4/17 Tom Lahti <toml at bitstatement.net>:
> >> One of our managers wants to get notified of all tickets and be able
> >> to view all tickets logged by her staff against other teams so that
> >> she can chase up the other teams when her staff are away.
> >
> > Baby-sitting, aka micro-managing. ?You gotta love people like that :)
> >
> > It would be nice to be able to do a saved search for "Creator in <group>",
> > wouldn't it?
> >
> > You could re-purpose a field a little bit that is searchable. ?Say you set
> > the Organization field in the user records for her group to something
> > unique, like "<Company name>-<Dept>", then you can make a saved search on
> > "Requestor Organization is '<Company name>-<Dept>'" and put that on her
> > portal page.
> >
> > --
> > -- ============================
> > ? Tom Lahti
> > ? BIT Statement LLC
> >
> > ? (425)251-0833 x 117
> > ? http://www.bitstatement.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 Michael.Mai at oicr.on.ca  Fri Apr 17 16:16:27 2009
From: Michael.Mai at oicr.on.ca (Michael Mai)
Date: Fri, 17 Apr 2009 16:16:27 -0400
Subject: [rt-users]  RT web problems
In-Reply-To: <20090417190913.GR18845@it.is.rice.edu>
References: <9756e1210904170651v4e32fadbo23fcc46f61348db1@mail.gmail.com>
	<49E8BA41.9090105@bitstatement.net>
	<9756e1210904171152s7875569bvffbed4a0b3d018c0@mail.gmail.com>
	<20090417190913.GR18845@it.is.rice.edu>
Message-ID: <B3929FA27B4D424188C5EC348F7FC92A9178587ED9@EXCHANGE01.ad.oicr.on.ca>

Hi, 

I have to rename and put in a new IP for my RT box. After that, I got apache going but only see "It works" page but not RT site. Please help!!

Cheers,

MM


From jmoseley at corp.xanadoo.com  Fri Apr 17 16:34:02 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 17 Apr 2009 15:34:02 -0500
Subject: [rt-users] RT web problems
In-Reply-To: <B3929FA27B4D424188C5EC348F7FC92A9178587ED9@EXCHANGE01.ad.oicr.on.ca>
Message-ID: <OF045D971C.85795C09-ON8625759B.0070E237-8625759B.00711B41@corp.xanadoo.com>

Did you update DNS?  Did you update this part of the Apache config?:

 Change this to Listen on specific IP addresses as shown below to
# prevent Apache from glomming onto all bound IP addresses (0.0.0.0)
# e.g. "Listen 12.34.56.78:80"

Listen <ip address>:<port>


James Moseley




Michael Mai <Michael.Mai at oicr.on.ca> wrote:

Hi,

I have to rename and put in a new IP for my RT box. After that, I got
apache going but only see "It works" page but not RT site. Please help!!

Cheers,

MM





From Michael.Mai at oicr.on.ca  Fri Apr 17 17:40:00 2009
From: Michael.Mai at oicr.on.ca (Michael Mai)
Date: Fri, 17 Apr 2009 17:40:00 -0400
Subject: [rt-users] RT web problems
In-Reply-To: <OF045D971C.85795C09-ON8625759B.0070E237-8625759B.00711B41@corp.xanadoo.com>
References: <B3929FA27B4D424188C5EC348F7FC92A9178587ED9@EXCHANGE01.ad.oicr.on.ca>
	<OF045D971C.85795C09-ON8625759B.0070E237-8625759B.00711B41@corp.xanadoo.com>
Message-ID: <B3929FA27B4D424188C5EC348F7FC92A9178587EDC@EXCHANGE01.ad.oicr.on.ca>

Thanks for your reply. I got it fixed. 

In my case, I have to go to vi /etc/apache2/sites-enabled/rt3.8, changed the virtual host IP to the new IP.

Cheers,

MM

-----Original Message-----
From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] 
Sent: Friday, April 17, 2009 4:34 PM
To: Michael Mai
Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
Subject: Re: [rt-users] RT web problems

Did you update DNS?  Did you update this part of the Apache config?:

 Change this to Listen on specific IP addresses as shown below to
# prevent Apache from glomming onto all bound IP addresses (0.0.0.0)
# e.g. "Listen 12.34.56.78:80"

Listen <ip address>:<port>


James Moseley




Michael Mai <Michael.Mai at oicr.on.ca> wrote:

Hi,

I have to rename and put in a new IP for my RT box. After that, I got
apache going but only see "It works" page but not RT site. Please help!!

Cheers,

MM





From shannon_adams68 at yahoo.com  Sat Apr 18 16:34:14 2009
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Sat, 18 Apr 2009 13:34:14 -0700 (PDT)
Subject: [rt-users] RT 3.8.2 - httpd fails to start after CentOS 5.3 upgrade
	(from 5.2)
Message-ID: <724444.28754.qm@web110811.mail.gq1.yahoo.com>


I just did yum updates on CentOS to take me from 5.2 to 5.3.  Now, httpd fails to start.  

/var/log/httpd/error_log shows:

[Sat Apr 18 16:24:36 2009] [error] File::Temp version 0.18 required--this is onl
y version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 14.\nBEGIN f
ailed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line 
14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8/MIME/Entity
.pm line 233.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8
.8/MIME/Entity.pm line 233.\nCompilation failed in require at /opt/rt3/bin/../li
b/RT/I18N.pm line 65.\nBEGIN failed--compilation aborted at /opt/rt3/bin/../lib/
RT/I18N.pm line 65.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm 
line 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 102.
\nCompilation failed in require at (eval 2) line 1.\n                           
[Sat Apr 18 16:24:36 2009] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl 
for server itadmin.bigrocksports.com:0, exiting...                

"yum list perl" shows:                                   
Installed Packages                                                              
perl.i386                      4:5.8.8-18.el5_3.1                      installed              

Can someone help me get running again?  It would appear that the last perl upgrade is not compatible with RT 3.8.2?  How do I downgrade perl if that is the problem?  I am in a bind and would greatly appreciate any help.


      


From jmoseley at corp.xanadoo.com  Sat Apr 18 18:07:22 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Sat, 18 Apr 2009 17:07:22 -0500
Subject: [rt-users] RT 3.8.2 - httpd fails to start after CentOS 5.3
 upgrade	(from 5.2)
In-Reply-To: <724444.28754.qm@web110811.mail.gq1.yahoo.com>
Message-ID: <OFD912AF00.636E211B-ON8625759C.00794BB3-8625759C.0079A6C2@corp.xanadoo.com>

The first line of the error log tells you everything.  You need version 18,
but you only have version installed.  This problem is likely due to the
perl upgrade that happened as a result of the system upgrade.
You can use CPAN to update the perl module, or you can install it via yum:
yum upgrade perl-File-Temp

There are probably a few more broken perl modules...


James Moseley






I just did yum updates on CentOS to take me from 5.2 to 5.3.  Now, httpd
fails to start.

/var/log/httpd/error_log shows:

[Sat Apr 18 16:24:36 2009] [error] File::Temp version 0.18 required--this
is onl
y version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line
14.\nBEGIN f
ailed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm
line
14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8
/MIME/Entity
.pm line 233.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8
.8/MIME/Entity.pm line 233.\nCompilation failed in require at
/opt/rt3/bin/../li
b/RT/I18N.pm line 65.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/../lib/
RT/I18N.pm line 65.\nCompilation failed in require at
/opt/rt3/bin/../lib/RT.pm
line 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line
102.
\nCompilation failed in require at (eval 2) line 1.\n

[Sat Apr 18 16:24:36 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl
for server itadmin.bigrocksports.com:0, exiting...

"yum list perl" shows:
Installed Packages

perl.i386                      4:5.8.8-18.el5_3.1
installed



_______________________________________________
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 shannon_adams68 at yahoo.com  Sat Apr 18 20:13:57 2009
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Sat, 18 Apr 2009 17:13:57 -0700 (PDT)
Subject: [rt-users] RT 3.8.2 - httpd fails to start after CentOS 5.3
	upgrade (from 5.2)
In-Reply-To: <OFD912AF00.636E211B-ON8625759C.00794BB3-8625759C.0079A6C2@corp.xanadoo.com>
References: <OFD912AF00.636E211B-ON8625759C.00794BB3-8625759C.0079A6C2@corp.xanadoo.com>
Message-ID: <417897.3111.qm@web110812.mail.gq1.yahoo.com>


I had to update the following modules:
File::Temp 
Sys::Syslog

Now, apache starts and I am good to go.  Thanks for the advice.



----- Original Message ----
From: "jmoseley at corp.xanadoo.com" <jmoseley at corp.xanadoo.com>
To: Shannon Adams <shannon_adams68 at yahoo.com>
Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
Sent: Saturday, April 18, 2009 6:07:22 PM
Subject: Re: [rt-users] RT 3.8.2 - httpd fails to start after CentOS 5.3 upgrade (from 5.2)

The first line of the error log tells you everything.  You need version 18,
but you only have version installed.  This problem is likely due to the
perl upgrade that happened as a result of the system upgrade.
You can use CPAN to update the perl module, or you can install it via yum:
yum upgrade perl-File-Temp

There are probably a few more broken perl modules...


James Moseley






I just did yum updates on CentOS to take me from 5.2 to 5.3.  Now, httpd
fails to start.

/var/log/httpd/error_log shows:

[Sat Apr 18 16:24:36 2009] [error] File::Temp version 0.18 required--this
is onl
y version 0.16 at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm line
14.\nBEGIN f
ailed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/MIME/Tools.pm
line
14.\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.8
/MIME/Entity
.pm line 233.\nBEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.8
.8/MIME/Entity.pm line 233.\nCompilation failed in require at
/opt/rt3/bin/../li
b/RT/I18N.pm line 65.\nBEGIN failed--compilation aborted at
/opt/rt3/bin/../lib/
RT/I18N.pm line 65.\nCompilation failed in require at
/opt/rt3/bin/../lib/RT.pm
line 152.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line
102.
\nCompilation failed in require at (eval 2) line 1.\n

[Sat Apr 18 16:24:36 2009] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl
for server itadmin.bigrocksports.com:0, exiting...

"yum list perl" shows:
Installed Packages

perl.i386                      4:5.8.8-18.el5_3.1
installed



_______________________________________________
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 bertignac at gmail.com  Mon Apr 20 04:46:58 2009
From: bertignac at gmail.com (L B)
Date: Mon, 20 Apr 2009 10:46:58 +0200
Subject: [rt-users] Incoming emails broken since last perl upgrade on RedHat
Message-ID: <da03fe3e0904200146j54f0444fw539858dbff1bbd9c@mail.gmail.com>

Hello,

 We upgraded our RT server last week, got a perl upgrade, ant it broke
the incoming mail handling.

We have RedHat 5.3 64 bits, RT 3.8.2. The perl version we installed
was : perl-5.8.8-18.el5_3.1

There was a modification in /usr/lib/perl5/5.8.8/File/Temp.pm file
(part of the perl-5 package on RedHat), and we got this error in RT
when running fetchmail :
Can't locate object method "seek" via package "File::Temp" at
/usr/lib/perl5/site_perl/5.8.8/MIME/Parser.pm

To fix it, we downloaded the last version of perl-File-Temp from this
address http://dag.wieers.com/rpm/packages/perl-File-Temp/perl-File-Temp-0.20-1.el5.rf.noarch.rpm
(I guess you can get it via CPAN, it should be the same)

We installed this RPM on another server (you can extract the content),
and copied it to the RT server (we backed up the original
/usr/lib/perl5/5.8.8/File/Temp.pm)

Then reloading RT fixed the problem.

Hope it helps,
-- 
L.B.


From javier.garcia at SnowValley.com  Mon Apr 20 11:59:23 2009
From: javier.garcia at SnowValley.com (Javier Garcia)
Date: Mon, 20 Apr 2009 16:59:23 +0100
Subject: [rt-users] Migration
Message-ID: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>

Hi all,

 

We are manually migrating all our Bugzilla databases to RT using Perl,
but we are having issues with some of them and I can't find anything on
the Internet.

Is there a documented way on How to migrate Bugzilla to RT?

Does anybody have a script for that?

 

PS: Both servers are running on Debian and using MySQL.

 

Thanks,

 

Javier Garcia

Systems Engineer

javier.garcia at snowvalley.com <mailto:javier.garcia at snowvalley.com> 

 

10 Emerald Street, London, WC1N 3QA

Website: http://www.snowvalley.com <http://www.snowvalley.com/> 

 

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From jrhett at netconsonance.com  Mon Apr 20 12:34:17 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 20 Apr 2009 09:34:17 -0700
Subject: [rt-users] Migration
In-Reply-To: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>
Message-ID: <E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>

Yes.  Search the mailing list archives or Google.  Both of which  
return the script you need quickly.

On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
> We are manually migrating all our Bugzilla databases to RT using  
> Perl, but we are having issues with some of them and I can?t find  
> anything on the Internet.
> Is there a documented way on How to migrate Bugzilla to RT?
> Does anybody have a script for that?
>
> PS: Both servers are running on Debian and using MySQL.
>
> Thanks,
>
> Javier Garcia
> Systems Engineer
> javier.garcia at snowvalley.com
>
> 10 Emerald Street, London, WC1N 3QA
> Website: http://www.snowvalley.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

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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From jrhett at netconsonance.com  Mon Apr 20 12:43:44 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 20 Apr 2009 09:43:44 -0700
Subject: [rt-users] why doesn't requestor show in ticket reply view?
Message-ID: <1840AE8F-861F-4836-8879-E9873C70F8D5@netconsonance.com>

I find it very interesting that you can't see the requestor -- just  
the CC receipients of a ticket, when you reply to a ticket.  Is there  
a strong reason for this?

Would a patch which put the requestor on the right of the Comment/ 
Reply select box for viewing be accepted?

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From ruslan.zakirov at gmail.com  Mon Apr 20 13:02:23 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 20 Apr 2009 21:02:23 +0400
Subject: [rt-users] why doesn't requestor show in ticket reply view?
In-Reply-To: <1840AE8F-861F-4836-8879-E9873C70F8D5@netconsonance.com>
References: <1840AE8F-861F-4836-8879-E9873C70F8D5@netconsonance.com>
Message-ID: <589c94400904201002s750f76bbj494a4fefb5472319@mail.gmail.com>

Don't see point as those are not Ccs that are displayed on the reply
page, but selectors for one time recipients.

On Mon, Apr 20, 2009 at 8:43 PM, Jo Rhett <jrhett at netconsonance.com> wrote:
> I find it very interesting that you can't see the requestor -- just
> the CC receipients of a ticket, when you reply to a ticket. ?Is there
> a strong reason for this?
>
> Would a patch which put the requestor on the right of the Comment/
> Reply select box for viewing be accepted?
>
> --
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
>
> _______________________________________________
> 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 jpierce at cambridgeenergyalliance.org  Mon Apr 20 13:15:26 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 20 Apr 2009 13:15:26 -0400
Subject: [rt-users] why doesn't requestor show in ticket reply view?
In-Reply-To: <1840AE8F-861F-4836-8879-E9873C70F8D5@netconsonance.com>
References: <1840AE8F-861F-4836-8879-E9873C70F8D5@netconsonance.com>
Message-ID: <be7163f0904201014h1c6b7470k468278df0783bd03@mail.gmail.com>

On Mon, Apr 20, 2009 at 12:43, Jo Rhett <jrhett at netconsonance.com> wrote:
> I find it very interesting that you can't see the requestor -- just
> the CC receipients of a ticket, when you reply to a ticket. ?Is there
> a strong reason for this?
I would contend that the actual requestor oughn't really matter, and
that you could
always look at the display page before hitting reply, or use the Jumbo page.

Nevertheless, attached is a patch intended to solve a similar problem
for my users.
cp share/html/Ticket/Elements/PreviewScrips (v 3.8.1) to
local/html/Callbacks/Indirection/Ticket/Update.html/BeforeUpdateType && patch.
It could probably still stand a little pairing down though.
-------------- next part --------------
--- share/html/Ticket/Elements/PreviewScrips	2008-08-30 19:22:14.000000000 -0400
+++ local/html/Callbacks/Indirection/Ticket/Update.html/BeforeUpdateType	2009-04-20 13:04:16.000000000 -0400
@@ -50,48 +50,28 @@
 
 </%args>
 <%init>
+$TicketObj = $ARGS{TicketObj} = LoadTicket($ARGS{'id'});
+
 my %squelch = $m->comp('SELF:SquelchRecipients', %ARGS);
 my $Object = $squelch{'Object'};
-my @non_recipients = @{ $squelch{'EmailAddresses'} };
 
 </%init>
-<h2><&|/l&>This message will be sent to...</&></h2>
-
-% if ( $Object and $Object->Scrips ) {
-<i><&|/l&>(Check boxes to disable notifications to the listed recipients)</&></i><br />
 
+%# Explicit recipients
+% my %recip = map {$_=>[] } qw(To Cc Bcc);
+% #XXX $Object funkiness here, causes carg-culting....
 % foreach my $scrip (@{$Object->Scrips->Prepared}) {
-% next unless $scrip->ActionObj->Action->isa('RT::Action::SendEmail');
-<b><% $scrip->Description || loc('Scrip #[_1]',$scrip->id) %></b><br />
-<&|/l, loc($scrip->ConditionObj->Name), loc($scrip->ActionObj->Name), loc($scrip->TemplateObj->Name)&>[_1] [_2] with template [_3]</&>
-<br />
-%foreach my $type qw(To Cc Bcc) {
-%my @addresses =  $scrip->ActionObj->Action->$type();
-<ul>
-%foreach my $addr (@addresses) {
-<li> <b><%loc($type)%></b>: <input type="checkbox" class="checkbox" name="Ticket-<%$TicketObj->id%>-SquelchMailTo" value="<%$addr->address%>" /> <%$addr->address%>
-% }
-</ul>
-% }
-% if (RT->Config->Get('PreviewScripMessages')) {
-<textarea cols="80" rows="5">
-<%$scrip->ActionObj->TemplateObj->MIMEObj->as_string%>
-</textarea>
-% }
-% }
-% }
-<br />
-
-<h2><&|/l&>Messages about this ticket will not be sent to...</&></h2>
-<i><&|/l&>(Check boxes to enable notifications to the listed recipients)</&></i>
-<br />
-<ul>
-% foreach my $recipient (@non_recipients) {
-<li><input type="checkbox" class="checkbox" name="Ticket-<%$TicketObj->id%>-UnsquelchMailTo" value="<%$recipient->Content%>" />
-<% $recipient->Content %>
+%   next unless $scrip->ActionObj->Action->isa('RT::Action::SendEmail');
+%   foreach my $type (keys %recip) {
+%     push @{$recip{$type}}, $scrip->ActionObj->Action->$type();
+%   }
+% }
+% foreach my $type qw(To Cc Bcc) {
+<tr><td class="label" style="background-color:#eee"><% $type %>:</td>
+<td style="background-color:#eee"><% #map is necessary because there's no cmp
+	join(', ', sort map {"$_"} @{$recip{$type}}) %></td/>
+</tr>
 % }
-</ul>
-<& /Elements/Submit, Name => 'UpdatePreview', Value => 'UpdatePreview', Label => loc('Save Changes')&>
 
 <%METHOD SquelchRecipients>
 <%ARGS>
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From alberto.villanueva at altran.es  Mon Apr 20 13:42:02 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Mon, 20 Apr 2009 19:42:02 +0200
Subject: [rt-users] Replace an attachment
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAADdxOaGyadtOrx4a5+jri2kBAAAAAA==@altran.es>

Hi all,

 

In a queue, I'm using for inserting documents (attachments). I'd like to replace
a attachment in a RT queue, and I don't want to see all versions. Do you know
how I could do this? Is there an extension to do it?

 

Thanks a lot!

 

Best regards,


ALBERTO VILLANUEVA DEL VAL 

Consultor

____________________________________________

Altran

 

ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

 <http://www.altran.es> www.altran.es

 

 

 

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From prescott at wcoil.com  Mon Apr 20 15:22:02 2009
From: prescott at wcoil.com (prescott at wcoil.com)
Date: Mon, 20 Apr 2009 15:22:02 -0400 (EDT)
Subject: [rt-users] search display question
Message-ID: <alpine.LRH.1.10.0904201517350.8007@staff.wcoil.com>

Where do I look to figure how to do the following:
I have a custom field called account number.
I want to call a rt page to pull up all tickets that have the account 
number = to xxxx
I have created a search and saved it but it has the account number as part 
of the search.
that is to say, I put 16000 as the hard-coded account number.
Where should I look to figure out how to accomplish this.
**Note: I am calling the page from another system which is not rt.

Thanks for any pointers.

-- Kelly PRescott



From toml at bitstatement.net  Mon Apr 20 17:13:11 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Mon, 20 Apr 2009 14:13:11 -0700
Subject: [rt-users] search display question
In-Reply-To: <alpine.LRH.1.10.0904201517350.8007@staff.wcoil.com>
References: <alpine.LRH.1.10.0904201517350.8007@staff.wcoil.com>
Message-ID: <49ECE567.1000903@bitstatement.net>

prescott at wcoil.com wrote:
> I want to call a rt page to pull up all tickets that have the account 
> number = to xxxx
> I have created a search and saved it but it has the account number as part 
> of the search.
> that is to say, I put 16000 as the hard-coded account number.
> Where should I look to figure out how to accomplish this.
> **Note: I am calling the page from another system which is not rt.

REST interface to the rescue.  See http://wiki.bestpractical.com/view/REST

The URI you want is

/REST/1.0/search/ticket/?query=<query>&orderby=<sort-order>&format=<format>

Replace <query> with your query from the search builder (and parameterize
your account number).


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jrhett at netconsonance.com  Mon Apr 20 20:52:49 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 20 Apr 2009 17:52:49 -0700
Subject: [rt-users] email requestors on ticket open from web UI?
In-Reply-To: <op.upxf0va65pzi6r@mockingbird.mit.edu>
References: <BA210691-2F9C-41B7-AABB-3BA7C48DCD94@netconsonance.com>
	<op.upxf0va65pzi6r@mockingbird.mit.edu>
Message-ID: <5180B7F3-98E4-437A-A422-8BC4D77807ED@netconsonance.com>

Your suggestion did seem to work, with a custom condition of:

> my $trans = $self->TransactionObj;
>
> # Only do this for Create
> return undef unless( $self->TransactionObj->Type eq "Create" );
>
> # Only do this for tickets which weren't e-mailed in
> my $msgattr = $trans->Message->First;
> return undef if( $msgattr and $msgattr->GetHeader('Received') );
>
> # Otherwise, do the business.
> return 1;

However, it does cause an e-mail to be sent out to the requestors and  
CCs if an e-mail ticket submission is Cloned, which we'd rather  
avoid.  Do you have any good ideas about how to avoid that situation?

On Feb 25, 2009, at 1:44 PM, Stephen Turner wrote:
> On Wed, 25 Feb 2009 15:51:05 -0500, Jo Rhett  
> <jrhett at netconsonance.com> wrote:
>
>> So we want to e-mail a copy of the web interface input to the
>> requestors when (and only when) the ticket was created via the web  
>> ui.
>>
>> I'm guessing I should have a Scrip with a test for ->IsInbound() to
>> determine if we opened the ticket for them.
>>
>> Any gotchas with this?  Anybody gone down this road before and had
>> issues?
>>
>
> We query the message attachment for a 'Received' header, and if it's  
> present we assume an email message; if not we assume a web  
> transaction:
>
>    my $trans = $self->TransactionObj;
>
>    # Get the message attachment
>    my $msgattr = $trans->Message->First;
>
>    if ( $msgattr and $msgattr->GetHeader('Received') ) {
> 	# This is an email transaction
>    } else {
> 	# This is a web transaction
>    }
>
> You probably would add a piece that makes this happen only for a  
> Create transaction...
>
> Steve
>
> -- 
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jrhett at netconsonance.com  Mon Apr 20 21:46:00 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 20 Apr 2009 18:46:00 -0700
Subject: [rt-users] which variable controls where local customizations are?
Message-ID: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com>

A freebsd package install sets up the following paths:

RT::BasePath 	/usr/local
RT::BinPath 	/usr/local/bin
RT::EtcPath 	/usr/local/etc/rt38
RT::LocalEtcPath 	/usr/local/share/rt38/etc
RT::LocalHtmlPath 	/usr/local/share/rt38/html
RT::LocalLexiconPath 	/usr/local/share/rt38/po
RT::LocalLibPath 	/usr/local/share/rt38/lib
RT::LocalPath 	/usr/local
RT::LocalPluginPath 	/usr/local/share/rt38/plugins
RT::MasonComponentRoot 	/usr/local/share/rt38/html
RT::MasonDataDir 	/var/run/rt38/mason_data
RT::MasonLocalComponentRoot 	/usr/local/www/rt38
RT::MasonSessionDir 	/var/run/rt38/session_data
RT::SbinPath 	/usr/local/sbin
RT::VERSION 	3.8.2
RT::VarPath 	/var/run/rt38

Which of these paths tells me where it's going to look for local/ 
Callbacks/(myname)/....

My understanding right now is
   RT::MasonLocalComponentRoot 	/usr/local/www/rt38

However, stopping apache and clearing the mason cache and restarting I  
don't see any of these changes.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jpierce at cambridgeenergyalliance.org  Mon Apr 20 21:51:15 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Mon, 20 Apr 2009 21:51:15 -0400
Subject: [rt-users] which variable controls where local customizations
	are?
In-Reply-To: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com>
References: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com>
Message-ID: <be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com>

> My understanding right now is
> ? RT::MasonLocalComponentRoot ?/usr/local/www/rt38
No. Compiled Mason lives in RT::MasonDataDir


From jrhett at netconsonance.com  Mon Apr 20 21:53:20 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 20 Apr 2009 18:53:20 -0700
Subject: [rt-users] bug in Shredder output
Message-ID: <D5D16E9F-41BB-48A4-AC76-A5ABC42AA792@netconsonance.com>

I suspect you don't want to escape the tag markers < > in the  
following HTML.

<div class="error">
Shredder needs a directory to write dumps to. Please check that you  
have &lt;span class=&#34;file-path&#34;&gt;/var/run/rt38/data/RT- 
Shredder&lt;/span&gt; and it is writable by your web server.
</div>

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jrhett at netconsonance.com  Tue Apr 21 00:20:13 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 20 Apr 2009 21:20:13 -0700
Subject: [rt-users] which variable controls where local customizations
	are?
In-Reply-To: <be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com>
References: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com>
	<be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com>
Message-ID: <74BA4EA0-E825-4FBC-9131-34F53D9A81A4@netconsonance.com>

On Apr 20, 2009, at 6:51 PM, Jerrad Pierce wrote:
>> My understanding right now is
>>   RT::MasonLocalComponentRoot  /usr/local/www/rt38
> No. Compiled Mason lives in RT::MasonDataDir


I'm talking about local overrides, for installing your own CallBacks  
and such.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From lwebb at uow.edu.au  Tue Apr 21 00:24:19 2009
From: lwebb at uow.edu.au (Lachlan Webb)
Date: Tue, 21 Apr 2009 14:24:19 +1000
Subject: [rt-users] Changing preferences globally
Message-ID: <49ED4A73.7030604@uow.edu.au>

Hi,
Is there any way to change preferences on a global level.
Not just the defaults, but the preferences of those who may have 
modified the defaults.
We're getting a little tired of misuse of the WYSIWYG editor.
Thanks,
Lachlan



From matthew.seaman at thebunker.net  Tue Apr 21 01:26:50 2009
From: matthew.seaman at thebunker.net (Matthew Seaman)
Date: Tue, 21 Apr 2009 06:26:50 +0100
Subject: [rt-users] which variable controls where local customizations
 are?
In-Reply-To: <74BA4EA0-E825-4FBC-9131-34F53D9A81A4@netconsonance.com>
References: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com>	<be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com>
	<74BA4EA0-E825-4FBC-9131-34F53D9A81A4@netconsonance.com>
Message-ID: <49ED591A.8040404@thebunker.net>

Jo Rhett wrote:
> On Apr 20, 2009, at 6:51 PM, Jerrad Pierce wrote:
>>> My understanding right now is
>>>   RT::MasonLocalComponentRoot  /usr/local/www/rt38
>> No. Compiled Mason lives in RT::MasonDataDir
> 
> 
> I'm talking about local overrides, for installing your own CallBacks  
> and such.
> 

/usr/local/www/rt38 works for me.  Note that there's a 'html' missing
from those paths, compared to the standard distribution stuff under 
/usr/local/share/rt38/. So

   /usr/local/www/rt38/Ticket/Create.html

is the equivalent of and overlays:

   /usr/local/share/rt38/html/Ticket/Create.html

Doing 'cd /usr/local/www/rt38 ; ln -s html . ' makes it all look
a bit more symmetric.

	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 nastlinux at gmail.com  Tue Apr 21 02:15:03 2009
From: nastlinux at gmail.com (nast linux)
Date: Tue, 21 Apr 2009 13:15:03 +0700
Subject: [rt-users] LDAP Plugin
Message-ID: <5e5450110904202315m77069ab7w6af31ae1122940c7@mail.gmail.com>

Dera All,

I will use LDAP plugin, but while I installed it, got message below. Is it
normally?

root at rtsrv02:/home/rtsrv02/RTDeps/RT-Authen-ExternalAuth-0.08# perl
Makefile.PL
Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm
Cannot determine author info from lib/RT/Authen/ExternalAuth.pm
Cannot determine license info from lib/RT/Authen/ExternalAuth.pm
Using RT configuration from /opt/rt3/lib/RT.pm:
./etc    => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc
./html    => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html
./lib    => /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib
Cannot determine perl version info from lib/RT/Authen/ExternalAuth.pm
Checking if your kit is complete...
Looks good
Writing Makefile for RT::Authen::ExternalAuth

Thanks,
ns
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From mike.peachey at jennic.com  Tue Apr 21 04:25:22 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 21 Apr 2009 09:25:22 +0100
Subject: [rt-users] LDAP Plugin
In-Reply-To: <5e5450110904202315m77069ab7w6af31ae1122940c7@mail.gmail.com>
References: <5e5450110904202315m77069ab7w6af31ae1122940c7@mail.gmail.com>
Message-ID: <49ED82F2.2060201@jennic.com>

Tue 21 Apr 2009 07:15:03 GMT
nast linux wrote:
> Dera All,
> 
> I will use LDAP plugin, but while I installed it, got message below. Is
> it normally?

Yes.

-- 
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 javier.garcia at SnowValley.com  Tue Apr 21 05:50:07 2009
From: javier.garcia at SnowValley.com (Javier Garcia)
Date: Tue, 21 Apr 2009 10:50:07 +0100
Subject: [rt-users] Migration
In-Reply-To: <E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>
	<E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>
Message-ID: <8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>

Hi all,

 

I have found the scripts here:

 

 
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_thread
ed#53073

 

But they are not working. After following the README I ran "sh
migrate.sh" and got the following:

 

Could not load Everyone group on user creation.
(/opt/rt3/lib/RT/User_Overlay.pm:222)

 

The error is on the following block:

 

      my $everyone = RT::Group->new($self->CurrentUser);

     $everyone->LoadSystemInternalGroup('Everyone');

    unless ($everyone->id) {

           $RT::Logger->crit("Could not load Everyone group on user
creation.");

           $RT::Handle->Rollback();

           return ( 0, $self->loc('Could not create user') );

    }

 

And we are not able to solve it. There's no information about it on the
Internet. Any ideas?

I have a hunch that it has to do with the relationship between the
principals, groups and ACL table.

Any help would be greatly appreciated, otherwise we can continue writing
bespoke scripts to fit our needs.

 

We are currently running RT 3.8.2 under Debian Etch.

 

Cheers,

Javier

 

From: Jo Rhett [mailto:jrhett at netconsonance.com] 
Sent: 20 April 2009 17:34
To: Javier Garcia
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Migration

 

Yes.  Search the mailing list archives or Google.  Both of which return
the script you need quickly.

 

On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:

	We are manually migrating all our Bugzilla databases to RT using
Perl, but we are having issues with some of them and I can't find
anything on the Internet.

	Is there a documented way on How to migrate Bugzilla to RT?

	Does anybody have a script for that?

	 

	PS: Both servers are running on Debian and using MySQL.

	 

	Thanks,

	 

	Javier Garcia

	Systems Engineer

	javier.garcia at snowvalley.com

	 

	10 Emerald Street, London, WC1N 3QA

	Website: http://www.snowvalley.com <http://www.snowvalley.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

 

-- 

Jo Rhett

Net Consonance : consonant endings by net philanthropy, open source and
other randomness

 

 

 

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From c_apotla at qualcomm.com  Tue Apr 21 07:02:50 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 21 Apr 2009 04:02:50 -0700
Subject: [rt-users] Text Attachments in RT Emails mucked up
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C4B1A0CB@NASANEXMB01.na.qualcomm.com>

Hi,
I send an email to RT with a text attachment (ie a notepad file with some text in it.) and some content say 'TEST' in the body of the email.

The reply template consists of self->TransactionObj->Content to list out the content.

But when I recieve the email, the text attachment is now in the body of the email and the message that was supposed to be in the body of the email is shown as an attachment!!

Has anyone faced this ?? I am using RT 3.8.2 and the email I send is of HTML type.

-Ashish
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From c_apotla at qualcomm.com  Tue Apr 21 07:02:50 2009
From: c_apotla at qualcomm.com (Potla, Ashish Bassaliel)
Date: Tue, 21 Apr 2009 04:02:50 -0700
Subject: [rt-users] Text Attachments in RT Emails mucked up
Message-ID: <B8CF6A0DF94F2F4089443B2386DDE667C4B1A0CB@NASANEXMB01.na.qualcomm.com>

Hi,
I send an email to RT with a text attachment (ie a notepad file with some text in it.) and some content say 'TEST' in the body of the email.

The reply template consists of self->TransactionObj->Content to list out the content.

But when I recieve the email, the text attachment is now in the body of the email and the message that was supposed to be in the body of the email is shown as an attachment!!

Has anyone faced this ?? I am using RT 3.8.2 and the email I send is of HTML type.

-Ashish
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From javier.garcia at SnowValley.com  Tue Apr 21 09:43:56 2009
From: javier.garcia at SnowValley.com (Javier Garcia)
Date: Tue, 21 Apr 2009 14:43:56 +0100
Subject: [rt-users] Migration
In-Reply-To: <8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com><E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>
	<8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>
Message-ID: <8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>

OK. I've found out that my initialdata file is wrong. There's nothing on
the @Groups array.

 

I've downloaded a new initialdata file (the syntax is as follows):

 

@Groups = (

    { Name        => '',

      Type        => 'Everyone',                        # loc

      Domain      => 'SystemInternal',

      Instance    => '',

      Description => 'Pseudogroup for internal use',    # loc

    },

 

But then I get a new error:

 

Odd number of elements in hash assignment at
/opt/rt3/lib/RT/Group_Overlay.pm line 405.

 

/opt/rt3/lib/RT/Group_Overlay.pm line 405:

 

    my %args = (

        Name        => undef,

        Description => undef,

        Domain      => undef,

        Type        => undef,

        Instance    => '0',

        InsideTransaction => undef,

        _RecordTransaction => 1,

        @_

    );

 

I'm not an expert Perl developer, but I have tried modifying the @Groups
array, adding more fields or deleting others, but nothing, same error.

 

 

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Javier
Garcia
Sent: 21 April 2009 10:50
To: Jo Rhett
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Migration

 

Hi all,

 

I have found the scripts here:

 

 
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_thread
ed#53073

 

But they are not working. After following the README I ran "sh
migrate.sh" and got the following:

 

Could not load Everyone group on user creation.
(/opt/rt3/lib/RT/User_Overlay.pm:222)

 

The error is on the following block:

 

      my $everyone = RT::Group->new($self->CurrentUser);

     $everyone->LoadSystemInternalGroup('Everyone');

    unless ($everyone->id) {

           $RT::Logger->crit("Could not load Everyone group on user
creation.");

           $RT::Handle->Rollback();

           return ( 0, $self->loc('Could not create user') );

    }

 

And we are not able to solve it. There's no information about it on the
Internet. Any ideas?

I have a hunch that it has to do with the relationship between the
principals, groups and ACL table.

Any help would be greatly appreciated, otherwise we can continue writing
bespoke scripts to fit our needs.

 

We are currently running RT 3.8.2 under Debian Etch.

 

Cheers,

Javier

 

From: Jo Rhett [mailto:jrhett at netconsonance.com] 
Sent: 20 April 2009 17:34
To: Javier Garcia
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Migration

 

Yes.  Search the mailing list archives or Google.  Both of which return
the script you need quickly.

 

On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:

	We are manually migrating all our Bugzilla databases to RT using
Perl, but we are having issues with some of them and I can't find
anything on the Internet.

	Is there a documented way on How to migrate Bugzilla to RT?

	Does anybody have a script for that?

	 

	PS: Both servers are running on Debian and using MySQL.

	 

	Thanks,

	 

	Javier Garcia

	Systems Engineer

	javier.garcia at snowvalley.com

	 

	10 Emerald Street, London, WC1N 3QA

	Website: http://www.snowvalley.com <http://www.snowvalley.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

 

-- 

Jo Rhett

Net Consonance : consonant endings by net philanthropy, open source and
other randomness

 

 

 

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From prescott at wcoil.com  Tue Apr 21 11:19:25 2009
From: prescott at wcoil.com (prescott at wcoil.com)
Date: Tue, 21 Apr 2009 11:19:25 -0400 (EDT)
Subject: [rt-users] search display question
In-Reply-To: <49ECE567.1000903@bitstatement.net>
References: <alpine.LRH.1.10.0904201517350.8007@staff.wcoil.com>
	<49ECE567.1000903@bitstatement.net>
Message-ID: <alpine.LRH.1.10.0904211116590.24747@staff.wcoil.com>

REST does do what I want, but I want RT to handle all the display.
I figured out how to just give a url to Results.html and it seems to work 
fine.
Thanks for your information as it helped me to find what I needed.

-- Kelly PRescott


On Mon, 20 Apr 2009, Tom Lahti wrote:

> Date: Mon, 20 Apr 2009 14:13:11 -0700
> From: Tom Lahti <toml at bitstatement.net>
> To: prescott at wcoil.com
> Cc: rt-users at bestpractical.com
> Subject: Re: [rt-users] search display question
> 
> prescott at wcoil.com wrote:
>> I want to call a rt page to pull up all tickets that have the account
>> number = to xxxx
>> I have created a search and saved it but it has the account number as part
>> of the search.
>> that is to say, I put 16000 as the hard-coded account number.
>> Where should I look to figure out how to accomplish this.
>> **Note: I am calling the page from another system which is not rt.
>
> REST interface to the rescue.  See http://wiki.bestpractical.com/view/REST
>
> The URI you want is
>
> /REST/1.0/search/ticket/?query=<query>&orderby=<sort-order>&format=<format>
>
> Replace <query> with your query from the search builder (and parameterize
> your account number).
>
>
>


From jrhett at netconsonance.com  Tue Apr 21 12:21:13 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 21 Apr 2009 09:21:13 -0700
Subject: [rt-users] which variable controls where local customizations
	are?
In-Reply-To: <49ED591A.8040404@thebunker.net>
References: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com>	<be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com>
	<74BA4EA0-E825-4FBC-9131-34F53D9A81A4@netconsonance.com>
	<49ED591A.8040404@thebunker.net>
Message-ID: <2B3FCD83-05DF-4B22-86AE-4022644F2EEA@netconsonance.com>

On Apr 20, 2009, at 10:26 PM, Matthew Seaman wrote:
>> I'm talking about local overrides, for installing your own  
>> CallBacks  and such.
>
> /usr/local/www/rt38 works for me.  Note that there's a 'html' missing
> from those paths, compared to the standard distribution stuff under / 
> usr/local/share/rt38/. So
>
>  /usr/local/www/rt38/Ticket/Create.html
>
> is the equivalent of and overlays:
>
>  /usr/local/share/rt38/html/Ticket/Create.html


Ah, that's probably the problem.  Thanks!

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jpierce at cambridgeenergyalliance.org  Tue Apr 21 12:33:28 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 21 Apr 2009 12:33:28 -0400
Subject: [rt-users] which variable controls where local customizations
	are?
In-Reply-To: <2B3FCD83-05DF-4B22-86AE-4022644F2EEA@netconsonance.com>
References: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com> 
	<be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com> 
	<74BA4EA0-E825-4FBC-9131-34F53D9A81A4@netconsonance.com>
	<49ED591A.8040404@thebunker.net> 
	<2B3FCD83-05DF-4B22-86AE-4022644F2EEA@netconsonance.com>
Message-ID: <be7163f0904210933w6922b76dldfb92eb7c0f413ab@mail.gmail.com>

No, it's not a "missing html" (in the path).

It's a base directory. plugins and local libs live under your local folder too.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From jrhett at netconsonance.com  Tue Apr 21 12:44:06 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 21 Apr 2009 09:44:06 -0700
Subject: [rt-users] which variable controls where local customizations
	are?
In-Reply-To: <be7163f0904210933w6922b76dldfb92eb7c0f413ab@mail.gmail.com>
References: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com>
	<be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com>
	<74BA4EA0-E825-4FBC-9131-34F53D9A81A4@netconsonance.com>
	<49ED591A.8040404@thebunker.net>
	<2B3FCD83-05DF-4B22-86AE-4022644F2EEA@netconsonance.com>
	<be7163f0904210933w6922b76dldfb92eb7c0f413ab@mail.gmail.com>
Message-ID: <E3E9B88B-CB55-440A-AA22-10E92E983DCC@netconsonance.com>

On Apr 21, 2009, at 9:33 AM, Jerrad Pierce wrote:
> No, it's not a "missing html" (in the path).
>
> It's a base directory. plugins and local libs live under your local  
> folder too.


Then it is missing a /html/ in the path, because "mv html/* . ; rmdir  
html" solved the problem for me.  If Libraries are going to be at the  
same level, then it's going to be a problem.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jpierce at cambridgeenergyalliance.org  Tue Apr 21 12:55:01 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 21 Apr 2009 12:55:01 -0400
Subject: [rt-users] which variable controls where local customizations
	are?
In-Reply-To: <E3E9B88B-CB55-440A-AA22-10E92E983DCC@netconsonance.com>
References: <3A75CE15-3E36-418D-BE84-1FEA2D44EDE1@netconsonance.com> 
	<be7163f0904201851s6189ea65o186986234654e5c8@mail.gmail.com> 
	<74BA4EA0-E825-4FBC-9131-34F53D9A81A4@netconsonance.com>
	<49ED591A.8040404@thebunker.net> 
	<2B3FCD83-05DF-4B22-86AE-4022644F2EEA@netconsonance.com>
	<be7163f0904210933w6922b76dldfb92eb7c0f413ab@mail.gmail.com> 
	<E3E9B88B-CB55-440A-AA22-10E92E983DCC@netconsonance.com>
Message-ID: <be7163f0904210955v6d6b9e81v8d1ae9fac21019d7@mail.gmail.com>

> Then it is missing a /html/ in the path, because "mv html/* . ; rmdir html"
> solved the problem for me. ?If Libraries are going to be at the same level,
> then it's going to be a problem.

You/BSD seem to have a rather odd config...

Local install from source, without any futzing about of paths, just a
single prefix:

  $PREFIX/rt/bin
  $PREFIX/rt/etc
  $PREFIX/rt/lib
  $PREFIX/rt/sbin
  $PREFIX/rt/share
  $PREFIX/rt/local/html
  $PREFIX/rt/local/lib
  $PREFIX/rt/local/plugins

See the head of lib/RT.pm. The longer variable names and comments there
better explain where things are if your installation is not centralized.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From Michael.Mai at oicr.on.ca  Tue Apr 21 13:06:44 2009
From: Michael.Mai at oicr.on.ca (Michael Mai)
Date: Tue, 21 Apr 2009 13:06:44 -0400
Subject: [rt-users]  add MySQL authentication
In-Reply-To: <49ED4A73.7030604@uow.edu.au>
References: <49ED4A73.7030604@uow.edu.au>
Message-ID: <B3929FA27B4D424188C5EC348F7FC92A9178587EFC@EXCHANGE01.ad.oicr.on.ca>

Hi,

I am using External Authentication with LDAP. But also would like to add MYSQL as another source for login. 

After created a table in rt3 database, I made following changes in RT_SiteConfig.pm:

'My_MySQL'   =>  {      ## GENERIC SECTION
                                                        # The type of service (db/ldap/cookie) 
                                                        'type'                      =>  'db',
                                                        # The server hosting the service
                                                        'server'                    =>  'server.domain.tld',
                                                        ## SERVICE-SPECIFIC SECTION
                                                        # The database name
                                                        'database'                  =>  'DB_NAME',
                                                        # The database table
                                                        'table'                     =>  'USERS_TABLE',
                                                        # The user to connect to the database as
                                                        'user'                      =>  'DB_USER',
                                                        # The password to use to connect with
                                                        'pass'                      =>  'DB_PASS',
                                                        # The port to use to connect with (e.g. 3306)
                                                        'port'                      =>  'DB_PORT',
                                                        # The name of the Perl DBI driver to use (e.g. mysql)
                                                        'dbi_driver'                =>  'DBI_DRIVER',
                                                        # The field in the table that holds usernames
                                                        'u_field'                   =>  'username',
                                                        # The field in the table that holds passwords
                                                        'p_field'                   =>  'password',
                                                        
                                                        #
                                                        # The field and values in the table that determines if a user should
                                                        # be disabled. For example, if the field is 'user_status' and the values
                                                        # are ['0','1','2','disabled'] then the user will be disabled if their
                                                        # user_status is set to '0','1','2' or the string 'disabled'.
                                                        # Otherwise, they will be considered enabled.
                                                        'd_field'                   =>  ' user_status ',
                                                        'd_values'                  =>  ['0'],
                                                        ## RT ATTRIBUTE MATCHING SECTION
                                                        # The list of RT attributes that uniquely identify a user
                                                        'attr_match_list'           =>  [   'Gecos',
                                                                                            'Name'
                                                                                        ],
                                                        # The mapping of RT attributes on to field names
                                                        'attr_map'                  =>  {   'Name' => 'username',
                                                                                            'EmailAddress' => 'email',
                                                                                            'ExternalAuthId' => 'username',
                                                                                            'Gecos' => 'userID'
                                                                                        }
                                                    },


From ruslan.zakirov at gmail.com  Tue Apr 21 13:28:31 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 21 Apr 2009 21:28:31 +0400
Subject: [rt-users] Migration
In-Reply-To: <8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>
	<E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>
	<8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>
	<8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>
Message-ID: <589c94400904211028s3814df39p7d164e26eb67e520@mail.gmail.com>

As  far as I understand you don't need to setup anything manually for
that script, e.g. change initialdata. You should install RT and setup
empty database using `make initdb`. Everyone is a special group RT
creates during this step.

On Tue, Apr 21, 2009 at 5:43 PM, Javier Garcia
<javier.garcia at snowvalley.com> wrote:
> OK. I?ve found out that my initialdata file is wrong. There?s nothing on the
> @Groups array.
>
>
>
> I?ve downloaded a new initialdata file (the syntax is as follows):
>
>
>
> @Groups = (
>
> ??? { Name??????? => '',
>
> ????? Type??????? => 'Everyone',??????????????????????? # loc
>
> ????? Domain????? => 'SystemInternal',
>
> ????? Instance??? => '',
>
> ????? Description => 'Pseudogroup for internal use',??? # loc
>
> ??? },
>
>
>
> But then I get a new error:
>
>
>
> Odd number of elements in hash assignment at
> /opt/rt3/lib/RT/Group_Overlay.pm line 405.
>
>
>
> /opt/rt3/lib/RT/Group_Overlay.pm line 405:
>
>
>
> ??? my %args = (
>
> ??????? Name??????? => undef,
>
> ??????? Description => undef,
>
> ??????? Domain????? => undef,
>
> ??????? Type??????? => undef,
>
> ??????? Instance??? => '0',
>
> ??????? InsideTransaction => undef,
>
> ??????? _RecordTransaction => 1,
>
> ??????? @_
>
> ??? );
>
>
>
> I?m not an expert Perl developer, but I have tried modifying the @Groups
> array, adding more fields or deleting others, but nothing, same error.
>
>
>
>
>
>
>
>
>
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Javier Garcia
> Sent: 21 April 2009 10:50
> To: Jo Rhett
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Migration
>
>
>
> Hi all,
>
>
>
> I have found the scripts here:
>
>
>
>
> http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_threaded#53073
>
>
>
> But they are not working. After following the README I ran ?sh migrate.sh?
> and got the following:
>
>
>
> Could not load Everyone group on user creation.
> (/opt/rt3/lib/RT/User_Overlay.pm:222)
>
>
>
> The error is on the following block:
>
>
>
> ????? my $everyone = RT::Group->new($self->CurrentUser);
>
> ?? ? $everyone->LoadSystemInternalGroup('Everyone');
>
> ??? unless ($everyone->id) {
>
> ??????? ?? $RT::Logger->crit("Could not load Everyone group on user
> creation.");
>
> ??????? ?? $RT::Handle->Rollback();
>
> ??????? ?? return ( 0, $self->loc('Could not create user') );
>
> ??? }
>
>
>
> And we are not able to solve it. There?s no information about it on the
> Internet. Any ideas?
>
> I have a hunch that it has to do with the relationship between the
> principals, groups and ACL table.
>
> Any help would be greatly appreciated, otherwise we can continue writing
> bespoke scripts to fit our needs.
>
>
>
> We are currently running RT 3.8.2 under Debian Etch.
>
>
>
> Cheers,
>
> Javier
>
>
>
> From: Jo Rhett [mailto:jrhett at netconsonance.com]
> Sent: 20 April 2009 17:34
> To: Javier Garcia
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Migration
>
>
>
> Yes. ?Search the mailing list archives or Google. ?Both of which return the
> script you need quickly.
>
>
>
> On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
>
> We are manually migrating all our Bugzilla databases to RT using Perl, but
> we are having issues with some of them and I can?t find anything on the
> Internet.
>
> Is there a documented way on How to migrate Bugzilla to RT?
>
> Does anybody have a script for that?
>
>
>
> PS: Both servers are running on Debian and using MySQL.
>
>
>
> Thanks,
>
>
>
> Javier Garcia
>
> Systems Engineer
>
> javier.garcia at snowvalley.com
>
>
>
> 10 Emerald Street, London, WC1N 3QA
>
> Website:?http://www.snowvalley.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
>
>
>
> --
>
> Jo Rhett
>
> Net Consonance : consonant endings by net philanthropy, open source and
> other randomness
>
>
>
>
>
>
>
> _______________________________________________
> 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 toml at bitstatement.net  Tue Apr 21 13:55:43 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 21 Apr 2009 10:55:43 -0700
Subject: [rt-users] search display question
In-Reply-To: <alpine.LRH.1.10.0904211116590.24747@staff.wcoil.com>
References: <alpine.LRH.1.10.0904201517350.8007@staff.wcoil.com>
	<49ECE567.1000903@bitstatement.net>
	<alpine.LRH.1.10.0904211116590.24747@staff.wcoil.com>
Message-ID: <49EE089F.2080706@bitstatement.net>

prescott at wcoil.com wrote:
> I figured out how to just give a url to Results.html and it seems to 
> work fine.

... until some future version of RT where the URI scheme of the web 
interface changes.  The REST interface won't.



From kfcrocker at lbl.gov  Tue Apr 21 15:14:35 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 21 Apr 2009 12:14:35 -0700
Subject: [rt-users] Ticket CC's
Message-ID: <49EE1B1B.2020108@lbl.gov>

To all,


    I'd like to have a scrip that takes the CC's on an Email that 
creates a ticket and makes them CC's on the ticket. Does anyone have an 
example of that they can pass back to me? Thanks.

Kenn
LBNL




From ruslan.zakirov at gmail.com  Tue Apr 21 15:59:30 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 21 Apr 2009 23:59:30 +0400
Subject: [rt-users] Ticket CC's
In-Reply-To: <49EE1B1B.2020108@lbl.gov>
References: <49EE1B1B.2020108@lbl.gov>
Message-ID: <589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>

It's an option in the config. ParseNewMessages...

On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> To all,
>
>
> ? ?I'd like to have a scrip that takes the CC's on an Email that
> creates a ticket and makes them CC's on the ticket. Does anyone have an
> example of that they can pass back to me? 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
>



-- 
Best regards, Ruslan.


From Gary.Greene at minervanetworks.com  Tue Apr 21 17:02:48 2009
From: Gary.Greene at minervanetworks.com (Gary Greene)
Date: Tue, 21 Apr 2009 14:02:48 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B02112F92@scmail-00.minervanetworks.com>

RT version 3.8.1, ExternalAuth version 0.08

I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
etworks.com> #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
etworks.com> #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

From kfcrocker at lbl.gov  Tue Apr 21 17:34:16 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 21 Apr 2009 14:34:16 -0700
Subject: [rt-users] Ticket CC's
In-Reply-To: <589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
Message-ID: <49EE3BD8.80102@lbl.gov>

Ruslan,

    Is that available in 3.6.4?

Kenn
LBNL

On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
> It's an option in the config. ParseNewMessages...
>
> On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> To all,
>>
>>
>>    I'd like to have a scrip that takes the CC's on an Email that
>> creates a ticket and makes them CC's on the ticket. Does anyone have an
>> example of that they can pass back to me? 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
>>
>>     
>
>
>
>   
-------------- next part --------------
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From kfcrocker at lbl.gov  Tue Apr 21 18:06:30 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 21 Apr 2009 15:06:30 -0700
Subject: [rt-users] Ticket CC's
In-Reply-To: <589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
Message-ID: <49EE4366.1050201@lbl.gov>

Ruslan,

    Sorry. I just found my answer. However, I have another question. I 
noticed some warnings about using this setting and NOT setting up 
"Set($RTAddressRegexp , '^rt\@example.com$');". My question realtes to 
how I understand this warning. I have over 100 Queues, all with unique 
Email addresses. They all look like "queuename at address" with "@address" 
being the same on ALL of them. How do I set this up properly so I don't 
create a nightmare?


Kenn
LBNL

On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
> It's an option in the config. ParseNewMessages...
>
> On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> To all,
>>
>>
>>    I'd like to have a scrip that takes the CC's on an Email that
>> creates a ticket and makes them CC's on the ticket. Does anyone have an
>> example of that they can pass back to me? 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
>>
>>     
>
>
>
>   
-------------- next part --------------
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URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090421/62641656/attachment.htm>

From ggreene at minervanetworks.com  Tue Apr 21 18:27:12 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 21 Apr 2009 15:27:12 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>

RT version 3.8.1, ExternalAuth version 0.08

I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
etworks.com> #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
etworks.com> #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks.

--
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell:  (650) 704-6633
Phone: (408) 240-1239

From ruslan.zakirov at gmail.com  Tue Apr 21 18:46:50 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 22 Apr 2009 02:46:50 +0400
Subject: [rt-users] Ticket CC's
In-Reply-To: <49EE4366.1050201@lbl.gov>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
	<49EE4366.1050201@lbl.gov>
Message-ID: <589c94400904211546q734fe4aeo2b57710a59fcf0c0@mail.gmail.com>

You use RTAddressRegex in search box on the wiki. And quickly find
http://wiki.bestpractical.com/view/RTAddressRegexp

On Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> Ruslan,
>
> ??? Sorry. I just found my answer. However, I have another question. I
> noticed some warnings about using this setting and NOT setting up
> "Set($RTAddressRegexp , '^rt\@example.com$');". My question realtes to how I
> understand this warning. I have over 100 Queues, all with unique Email
> addresses. They all look like "queuename at address" with "@address" being the
> same on ALL of them. How do I set this up properly so I don't create a
> nightmare?
>
>
> Kenn
> LBNL
>
> On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
>
> It's an option in the config. ParseNewMessages...
>
> On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>
>
> To all,
>
>
> ? ?I'd like to have a scrip that takes the CC's on an Email that
> creates a ticket and makes them CC's on the ticket. Does anyone have an
> example of that they can pass back to me? 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
>
>
>
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Tue Apr 21 18:50:31 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 21 Apr 2009 18:50:31 -0400
Subject: [rt-users] Ticket CC's
In-Reply-To: <589c94400904211546q734fe4aeo2b57710a59fcf0c0@mail.gmail.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com> 
	<49EE4366.1050201@lbl.gov>
	<589c94400904211546q734fe4aeo2b57710a59fcf0c0@mail.gmail.com>
Message-ID: <be7163f0904211550g3d337e6ydc888439c97ecde8@mail.gmail.com>

The config file is plain old perl. You could fetch the list of
addresses form somewhere, and slap them together into
a regexp programatically; there are even modules for that.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kfcrocker at lbl.gov  Tue Apr 21 18:56:17 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Tue, 21 Apr 2009 15:56:17 -0700
Subject: [rt-users] Ticket CC's
In-Reply-To: <589c94400904211546q734fe4aeo2b57710a59fcf0c0@mail.gmail.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
	<49EE4366.1050201@lbl.gov>
	<589c94400904211546q734fe4aeo2b57710a59fcf0c0@mail.gmail.com>
Message-ID: <49EE4F11.7000508@lbl.gov>

Ruslan,

    OK. I'll have my perl guru look at it. Thanks.


Kenn
LBNL

On 4/21/2009 3:46 PM, Ruslan Zakirov wrote:
> You use RTAddressRegex in search box on the wiki. And quickly find
> http://wiki.bestpractical.com/view/RTAddressRegexp
>
> On Wed, Apr 22, 2009 at 2:06 AM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> Ruslan,
>>
>>     Sorry. I just found my answer. However, I have another question. I
>> noticed some warnings about using this setting and NOT setting up
>> "Set($RTAddressRegexp , '^rt\@example.com$');". My question realtes to how I
>> understand this warning. I have over 100 Queues, all with unique Email
>> addresses. They all look like "queuename at address" with "@address" being the
>> same on ALL of them. How do I set this up properly so I don't create a
>> nightmare?
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/21/2009 12:59 PM, Ruslan Zakirov wrote:
>>
>> It's an option in the config. ParseNewMessages...
>>
>> On Tue, Apr 21, 2009 at 11:14 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>>
>>
>> To all,
>>
>>
>>    I'd like to have a scrip that takes the CC's on an Email that
>> creates a ticket and makes them CC's on the ticket. Does anyone have an
>> example of that they can pass back to me? 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
>>
>>
>>
>>
>>     
>
>
>
>   
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From steve.obrien at hdesd.org  Tue Apr 21 19:06:11 2009
From: steve.obrien at hdesd.org (Steve OBrien)
Date: Tue, 21 Apr 2009 16:06:11 -0700
Subject: [rt-users] Does Anyone out there use RT for Change Management?
Message-ID: <1240355171.4019.65.camel@localhost.localdomain>

Hi All,
I was wondering if anyone out there was using RT for IT Change
Management and if so:
1.) How is it working out for you?
2.) Any helpful hints or a description of your setup.

If not, is there any other tracking system that would work better for
tracking, approving, and notifying changes (server configurations, etc)

TIA,
Steve



From jrhett at netconsonance.com  Tue Apr 21 19:29:53 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 21 Apr 2009 16:29:53 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>
Message-ID: <50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>

You sent this same message 1.5 hours earlier.  You (likely) didn't get  
a response because you didn't include any specific information.  At  
10k feet it could be anything.  Start at a lower level -- who should  
have gotten mail?  Who shows up on the People tab of the ticket?  If  
there's nobody there...

On Apr 21, 2009, at 3:27 PM, Gary Greene wrote:
> RT version 3.8.1, ExternalAuth version 0.08
>
> I've run into a problem with testing the instance of RT I've  
> installed that the notification emails aren't getting sent. The mail  
> log doesn't list anything being processed, so I checked the httpd  
> error_log, and see the following:
>
> [Tue Apr 21 20:47:30 2009] [info]:  
> <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
> etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ 
> perl5/vendo
> r_perl/5.8.8/RT/Action/SendEmail.pm:302)
> [Tue Apr 21 20:47:30 2009] [info]:  
> <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
> etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> vendor_perl/5.8.8
> /RT/Interface/Email.pm:338)
> [Tue Apr 21 20:47:30 2009] [info]:  
> <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
> etworks.com> #5/96 - Scrip 7 On Correspond Notify Other Recipients (/ 
> usr/lib/per
> l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
> [Tue Apr 21 20:47:30 2009] [info]:  
> <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
> etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> vendor_perl/5.8.8
> /RT/Interface/Email.pm:338)
> [Tue Apr 21 20:47:30 2009] [info]:  
> <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
> etworks.com> #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs  
> (/usr/lib/p
> erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
> [Tue Apr 21 20:47:30 2009] [info]:  
> <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
> etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> vendor_perl/5.8.8
> /RT/Interface/Email.pm:338)
>
> All users at Minerva Networks have a mail field in their LDAP (AD  
> actually) record since we use Exchange for email. Can someone please  
> shed some light on why this is failing? Thanks.
>
> --
> Gary L. Greene, Jr.
> IT Operations
> Minerva Networks, Inc.
> Cell:  (650) 704-6633
> Phone: (408) 240-1239
> _______________________________________________
> 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

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From toml at bitstatement.net  Tue Apr 21 19:30:55 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 21 Apr 2009 16:30:55 -0700
Subject: [rt-users] Does Anyone out there use RT for Change Management?
In-Reply-To: <1240355171.4019.65.camel@localhost.localdomain>
References: <1240355171.4019.65.camel@localhost.localdomain>
Message-ID: <49EE572F.50602@bitstatement.net>

Steve OBrien wrote:
> Hi All,
> I was wondering if anyone out there was using RT for IT Change
> Management and if so:
> 1.) How is it working out for you?
> 2.) Any helpful hints or a description of your setup.
> 
> If not, is there any other tracking system that would work better for
> tracking, approving, and notifying changes (server configurations, etc)

Yea, we use it for that.  Among lots of others things, the IT queue is only
one of many in our RT setup.  Works great.

"Helpful hints" is rather vague, and I can't think of anything specific to
IT change management in that area.  Our platform is Linux and mysql for the
backend, with postfix and cyrus imap doing email duties.  I'm not sure the
setup of our RT would be very helpful, since every company is quite
different and requires radically different RT configs.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From lwebb at uow.edu.au  Tue Apr 21 19:32:24 2009
From: lwebb at uow.edu.au (Lachlan Webb)
Date: Wed, 22 Apr 2009 09:32:24 +1000
Subject: [rt-users] Does Anyone out there use RT for Change Management?
In-Reply-To: <1240355171.4019.65.camel@localhost.localdomain>
References: <1240355171.4019.65.camel@localhost.localdomain>
Message-ID: <49EE5788.1090609@uow.edu.au>

On 22/4/09 9:06 AM, Steve OBrien wrote:
> Hi All,
> I was wondering if anyone out there was using RT for IT Change
> Management and if so:
> 1.) How is it working out for you?
> 2.) Any helpful hints or a description of your setup.
>
> If not, is there any other tracking system that would work better for
> tracking, approving, and notifying changes (server configurations, etc)
>
> TIA,
> 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
>    
Hi Steve,
We use it in that manner. CM queues have custom fields for endorsement 
and approval.
Tickets cannot be resolved until the CM process is complete.
Users generally have custom searches for tickets awaiting approval.
It works for us because people are vigilant in getting it done.

Lachlan




From toml at bitstatement.net  Tue Apr 21 19:33:35 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 21 Apr 2009 16:33:35 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>
	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
Message-ID: <49EE57CF.1020007@bitstatement.net>

>> [Tue Apr 21 20:47:30 2009] [info]:
>> <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
>> etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/
>> perl5/vendo
>> r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[snip]

[info] means its informational.  If was an error it would say [error].  So,
those log entries don't really tell you anything other than what you already
know. The problem is likely your config and/or usage.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From ggreene at minervanetworks.com  Tue Apr 21 19:46:33 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 21 Apr 2009 16:46:33 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>
	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>

> -----Original Message-----
> From: Jo Rhett [mailto:jrhett at netconsonance.com] 
> Sent: Tuesday, April 21, 2009 4:30 PM
> To: Gary Greene
> Cc: RT Users; Gary Greene
> Subject: Re: [rt-users] RT thinks that the ticket has no 
> recipients....
> 
> You sent this same message 1.5 hours earlier.  You (likely) 
> didn't get  
> a response because you didn't include any specific information.  At  
> 10k feet it could be anything.  Start at a lower level -- who should  
> have gotten mail?  Who shows up on the People tab of the ticket?  If  
> there's nobody there...
> 
> On Apr 21, 2009, at 3:27 PM, Gary Greene wrote:
> > RT version 3.8.1, ExternalAuth version 0.08
> >
> > I've run into a problem with testing the instance of RT I've  
> > installed that the notification emails aren't getting sent. 
> The mail  
> > log doesn't list anything being processed, so I checked the httpd  
> > error_log, and see the following:
> >
> > [Tue Apr 21 20:47:30 2009] [info]:  
> > <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
> > etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs 
> (/usr/lib/ 
> > perl5/vendo
> > r_perl/5.8.8/RT/Action/SendEmail.pm:302)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> > <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
> > etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> > vendor_perl/5.8.8
> > /RT/Interface/Email.pm:338)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> > <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
> > etworks.com> #5/96 - Scrip 7 On Correspond Notify Other 
> Recipients (/ 
> > usr/lib/per
> > l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> > <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
> > etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> > vendor_perl/5.8.8
> > /RT/Interface/Email.pm:338)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> > <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
> > etworks.com> #5/96 - Scrip 6 On Correspond Notify 
> Requestors and Ccs  
> > (/usr/lib/p
> > erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
> > [Tue Apr 21 20:47:30 2009] [info]:  
> > <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
> > etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
> > vendor_perl/5.8.8
> > /RT/Interface/Email.pm:338)
> >
> > All users at Minerva Networks have a mail field in their LDAP (AD  
> > actually) record since we use Exchange for email. Can 
> someone please  
> > shed some light on why this is failing? Thanks.
> >
> > --
> > Gary L. Greene, Jr.
> > IT Operations
> > Minerva Networks, Inc.
> > Cell:  (650) 704-6633
> > Phone: (408) 240-1239
> > _______________________________________________
> > 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
> 
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
> 
> 
> 
> 

Regarding sending twice, that was because I didn't see it come through the list, since the Exchange server thought it fun to deliver only the CC'd version of the message instead of the one for the ML. Apologies about that...

In the People tab:
Owner:  	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
Requestors: 	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
Cc: 	
AdminCc:

As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month.

If you need any other info, please ask.


From toml at bitstatement.net  Tue Apr 21 19:54:59 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 21 Apr 2009 16:54:59 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
Message-ID: <49EE5CD3.702@bitstatement.net>

> In the People tab:
> Owner:  	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> Requestors: 	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> Cc: 	
> AdminCc:

And what are you expecting to get?  An email to the owner? An email to the
requestor?  Both?

Do you have scrips configured in this queue (or global ones) that cover
those recipients for the event you want to trigger the email?

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jrhett at netconsonance.com  Tue Apr 21 19:59:51 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Tue, 21 Apr 2009 16:59:51 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>
	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
Message-ID: <88FC2431-B0A4-41D2-82EE-3CF92F9A5B42@netconsonance.com>

On Apr 21, 2009, at 4:46 PM, Gary Greene wrote:
> In the People tab:
> Owner:  	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> Requestors: 	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> Cc: 	
> AdminCc:
>
> As I said, I'm testing this for various queue interaction items to  
> see if any gotchas will come up for my users when I roll this out in  
> the next month.


The default setting is not to send e-mail to people about their own  
tickets.  This duplicate suppression is why you're getting no e-mail.  
You can change this in your settings, or use some freemail (Google,  
Yahoo, etc) accounts for testing purposes.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From ggreene at minervanetworks.com  Tue Apr 21 20:12:57 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 21 Apr 2009 17:12:57 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <49EE5CD3.702@bitstatement.net>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
	<49EE5CD3.702@bitstatement.net>
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B02113008@scmail-00.minervanetworks.com>

> -----Original Message-----
> From: Tom Lahti [mailto:toml at bitstatement.net] 
> Sent: Tuesday, April 21, 2009 4:55 PM
> To: Gary Greene
> Cc: RT Users
> Subject: Re: [rt-users] RT thinks that the ticket has no 
> recipients....
> 
> > In the People tab:
> > Owner:  	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> > Requestors: 	"Gary Greene" 
> <ggreene at minervanetworks.com> (ggreene)
> > Cc: 	
> > AdminCc:
> 
> And what are you expecting to get?  An email to the owner? An 
> email to the
> requestor?  Both?

I expect that the owner of the ticket will get a confirmation email when they first post and when a reply comes in, and if the requestor responds to the ticket, that the owner will get a confirmation email. From the sound of it, it requires a little more setup on my part to get it to do precisely what I want.

> 
> Do you have scrips configured in this queue (or global ones) 
> that cover
> those recipients for the event you want to trigger the email?

I should, since I've got the normal global scrips set for comments and replies.

> 
> -- 
> -- ============================
>    Tom Lahti
>    BIT Statement LLC
> 
>    (425)251-0833 x 117
>    http://www.bitstatement.net/
> -- ============================
> 


From ggreene at minervanetworks.com  Tue Apr 21 20:14:25 2009
From: ggreene at minervanetworks.com (Gary Greene)
Date: Tue, 21 Apr 2009 17:14:25 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <88FC2431-B0A4-41D2-82EE-3CF92F9A5B42@netconsonance.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>
	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
	<88FC2431-B0A4-41D2-82EE-3CF92F9A5B42@netconsonance.com>
Message-ID: <7DC08293B3E4A24BB1FEB61A90FC367B02113009@scmail-00.minervanetworks.com>

> -----Original Message-----
> From: Jo Rhett [mailto:jrhett at netconsonance.com] 
> Sent: Tuesday, April 21, 2009 5:00 PM
> To: Gary Greene
> Cc: RT Users
> Subject: Re: [rt-users] RT thinks that the ticket has no 
> recipients....
> 
> On Apr 21, 2009, at 4:46 PM, Gary Greene wrote:
> > In the People tab:
> > Owner:  	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> > Requestors: 	"Gary Greene" 
> <ggreene at minervanetworks.com> (ggreene)
> > Cc: 	
> > AdminCc:
> >
> > As I said, I'm testing this for various queue interaction items to  
> > see if any gotchas will come up for my users when I roll 
> this out in  
> > the next month.
> 
> 
> The default setting is not to send e-mail to people about their own  
> tickets.  This duplicate suppression is why you're getting no 
> e-mail.  
> You can change this in your settings, or use some freemail (Google,  
> Yahoo, etc) accounts for testing purposes.

Where in the settings? I don't see a setting for it in the web UI. Is this another option that needs set in RT_SiteConfig.pm?


From toml at bitstatement.net  Tue Apr 21 20:52:58 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 21 Apr 2009 17:52:58 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B02113008@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
	<49EE5CD3.702@bitstatement.net>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113008@scmail-00.minervanetworks.com>
Message-ID: <49EE6A6A.6080603@bitstatement.net>

>> Do you have scrips configured in this queue (or global ones) 
>> that cover
>> those recipients for the event you want to trigger the email?
> 
> I should, since I've got the normal global scrips set for comments and replies.

"I should" tells me you haven't looked at the scrips for the queue (and I
have no idea what the "normal" global scrips would be, been quite a while
since I had a default installation).

Configuration -> Queues -> <queue name> -> Scrips

Pay attention to the _condition_.  "On create" is a different condition than
"on comment" and "on correspond".

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Tue Apr 21 20:54:14 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 21 Apr 2009 17:54:14 -0700
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B02113009@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>	<7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>	<88FC2431-B0A4-41D2-82EE-3CF92F9A5B42@netconsonance.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113009@scmail-00.minervanetworks.com>
Message-ID: <49EE6AB6.3020807@bitstatement.net>

> Where in the settings? I don't see a setting for it in the web UI. Is
> this another option that needs set in RT_SiteConfig.pm?

Yes, its in the config, not the UI.

By default, RT doesn't notify the person who performs an update, as they
already know what they've done. If you'd like to change this behavior,
Set $NotifyActor to 1.

Set($NotifyActor, 1);

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From nastlinux at gmail.com  Wed Apr 22 02:50:08 2009
From: nastlinux at gmail.com (nast linux)
Date: Wed, 22 Apr 2009 13:50:08 +0700
Subject: [rt-users] Failed use LDAP service
Message-ID: <5e5450110904212350h3eb30d2focba4d39471495392@mail.gmail.com>

*Dear All,

I failed use LDAP service, I already done steps below:
*
*1. Install RT-Authen-ExternalAuth*
*2. Uncomment Set(@Plugins,(qw(RT::Authen::ExternAuth))); on
/opt/rt3/etc/RT_SiteConfig.pm
*
*3. cp
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
/opt/rt3/local/html/Callbacks/ExternalAuth/autohandler/Auth*

*4. apply the following patch to
User_Vendor<http://wiki.bestpractical.com/view/User_Vendor>.pm:
*

--- local/lib/RT/User_Vendor<http://wiki.bestpractical.com/view/User_Vendor>.pm~
2008-04-09 10:40:44.000000000 +0200 +++
./local/lib/RT/User_Vendor<http://wiki.bestpractical.com/view/User_Vendor>.pm
2008-08-04 17:46:32.000000000 +0200 @@ -348,7 +348,7 @@ return (undef); }

- if ( $self->PrincipalObj
<http://wiki.bestpractical.com/view/PrincipalObj>->Disabled
) { + if ( $self->PrincipalObj<http://wiki.bestpractical.com/view/PrincipalObj>and
$self->
PrincipalObj <http://wiki.bestpractical.com/view/PrincipalObj>->Disabled ) {
$RT::Logger->info("Disabled user " . $self->Name . " tried to log in" );
return (undef); -->

*so, recently file User_Vendor.pm is like below:*
no warnings qw(redefine);
use strict;
use RT::Authen::ExternalAuth;

# {{{ sub CanonicalizeUserInfo

=head2 CanonicalizeUserInfo HASHREF

Get all ExternalDB attrs listed in $RT::ExternalDBAttrMap and put them into
the hash referred to by HASHREF.

returns true (1) if ExternalDB lookup was successful, false (undef)
in all other cases.

=cut

sub CanonicalizeUserInfo {
    my $self = shift;
    my $args = shift;
    return(RT::Authen::ExternalAuth::CanonicalizeUserInfo($self,$args));
}
# }}}

--- local/lib/RT/User_Vendor.pm~ 2008-04-09 10:40:44.000000000 +0200 +++
./local/lib/RT/User_Vendor.pm 2008-08-04 17:46:32.000000000 +0200 @@ -348,7
+348,7 @@ return (undef); }

- if ( $self->PrincipalObj->Disabled ) { + if ( $self->PrincipalObj and
$self->PrincipalObj->Disabled ) { $RT::Logger->info("Disabled user " .
$self->Name . " tried to log in" ); return (undef); -->

1;

*5. Restart apache2
*
*But, I still can not login by user on active directory.

What should I do?

Thanks,
ns*
-------------- next part --------------
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From pht at spatium.org  Wed Apr 22 03:33:32 2009
From: pht at spatium.org (Michal Svoboda)
Date: Wed, 22 Apr 2009 09:33:32 +0200
Subject: [rt-users] Ticket CC's
In-Reply-To: <589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
Message-ID: <20090422073332.GQ8826@feynman.spatium.org>

Ruslan Zakirov wrote 1407 bytes:
> It's an option in the config. ParseNewMessages...

On that note, I'll add a few observations:

1) RT does not add CCs of responses into ticket, ie. there is an
existing ticket, and during the e-mail conversation I'll CC to someone
and I expect them to be added as ticket CC.

2) If some of the CCs are already elsewhere in the ticket (eg. admincc),
RT will happily send duplicate mails to the same address.

Regards,
Michal Svoboda


From ruslan.zakirov at gmail.com  Wed Apr 22 04:10:18 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 22 Apr 2009 12:10:18 +0400
Subject: [rt-users] Ticket CC's
In-Reply-To: <20090422073332.GQ8826@feynman.spatium.org>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
	<20090422073332.GQ8826@feynman.spatium.org>
Message-ID: <589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com>

On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda <pht at spatium.org> wrote:
> Ruslan Zakirov wrote 1407 bytes:
>> It's an option in the config. ParseNewMessages...
>
> On that note, I'll add a few observations:
>
> 1) RT does not add CCs of responses into ticket, ie. there is an
> existing ticket, and during the e-mail conversation I'll CC to someone
> and I expect them to be added as ticket CC.
Search for ParseNewMessage on the wiki and you quickly find:
http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs

>
> 2) If some of the CCs are already elsewhere in the ticket (eg. admincc),
> RT will happily send duplicate mails to the same address.
Search by "duplicate" in archives and you quickly find
http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354

>
> Regards,
> Michal Svoboda
> _______________________________________________
> 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  Wed Apr 22 05:35:19 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 22 Apr 2009 10:35:19 +0100
Subject: [rt-users] add MySQL authentication
In-Reply-To: <B3929FA27B4D424188C5EC348F7FC92A9178587EFC@EXCHANGE01.ad.oicr.on.ca>
References: <49ED4A73.7030604@uow.edu.au>
	<B3929FA27B4D424188C5EC348F7FC92A9178587EFC@EXCHANGE01.ad.oicr.on.ca>
Message-ID: <49EEE4D7.6040300@jennic.com>

Tue 21 Apr 2009 18:06:44 GMT
Michael Mai wrote:
> Hi,
> 
> I am using External Authentication with LDAP. But also would like to add MYSQL as another source for login. 
> 
> After created a table in rt3 database, I made following changes in RT_SiteConfig.pm:
> 

and.....?

-- 
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 kmcdermo at purdue.edu  Wed Apr 22 08:48:26 2009
From: kmcdermo at purdue.edu (Keith A McDermott)
Date: Wed, 22 Apr 2009 08:48:26 -0400
Subject: [rt-users] Migration
In-Reply-To: <8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com><E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>	<8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>
	<8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>
Message-ID: <49EF121A.9050100@purdue.edu>

I'd like to see this if it does eventually work. I gave up on converting 
our bugzilla database many months ago. Although we have 12,000 bugzilla 
tickets, it wasn't worth the time and pain for us to try to fix the script.

Thanks,
Keith

Javier Garcia wrote:
>
> OK. I?ve found out that my initialdata file is wrong. There?s nothing 
> on the @Groups array.
>
> I?ve downloaded a new initialdata file (the syntax is as follows):
>
> @Groups = (
>
> { Name => '',
>
> Type => 'Everyone', # loc
>
> Domain => 'SystemInternal',
>
> Instance => '',
>
> Description => 'Pseudogroup for internal use', # loc
>
> },
>
> But then I get a new error:
>
> Odd number of elements in hash assignment at 
> /opt/rt3/lib/RT/Group_Overlay.pm line 405.
>
> /opt/rt3/lib/RT/Group_Overlay.pm line 405:
>
> my %args = (
>
> Name => undef,
>
> Description => undef,
>
> Domain => undef,
>
> Type => undef,
>
> Instance => '0',
>
> InsideTransaction => undef,
>
> _RecordTransaction => 1,
>
> @_
>
> );
>
> I?m not an expert Perl developer, but I have tried modifying the 
> @Groups array, adding more fields or deleting others, but nothing, 
> same error.
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
> *Javier Garcia
> *Sent:* 21 April 2009 10:50
> *To:* Jo Rhett
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Migration
>
> Hi all,
>
> I have found the scripts here:
>
> http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_threaded#53073
>
> But they are not working. After following the README I ran ?sh 
> migrate.sh? and got the following:
>
> Could not load Everyone group on user creation. 
> (/opt/rt3/lib/RT/User_Overlay.pm:222)
>
> The error is on the following block:
>
> my $everyone = RT::Group->new($self->CurrentUser);
>
> $everyone->LoadSystemInternalGroup('Everyone');
>
> unless ($everyone->id) {
>
> $RT::Logger->crit("Could not load Everyone group on user creation.");
>
> $RT::Handle->Rollback();
>
> return ( 0, $self->loc('Could not create user') );
>
> }
>
> And we are not able to solve it. There?s no information about it on 
> the Internet. Any ideas?
>
> I have a hunch that it has to do with the relationship between the 
> principals, groups and ACL table.
>
> Any help would be greatly appreciated, otherwise we can continue 
> writing bespoke scripts to fit our needs.
>
> We are currently running RT 3.8.2 under Debian Etch.
>
> Cheers,
>
> Javier
>
> *From:* Jo Rhett [mailto:jrhett at netconsonance.com]
> *Sent:* 20 April 2009 17:34
> *To:* Javier Garcia
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Migration
>
> Yes. Search the mailing list archives or Google. Both of which return 
> the script you need quickly.
>
> On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
>
>     We are manually migrating all our Bugzilla databases to RT using
>     Perl, but we are having issues with some of them and I can?t find
>     anything on the Internet.
>
>     Is there a documented way on How to migrate Bugzilla to RT?
>
>     Does anybody have a script for that?
>
>     PS: Both servers are running on Debian and using MySQL.
>
>     Thanks,
>
>     Javier Garcia
>
>     Systems Engineer
>
>     javier.garcia at snowvalley.com <mailto:javier.garcia at snowvalley.com>
>
>     10 Emerald Street, London, WC1N 3QA
>
>     Website: http://www.snowvalley.com <http://www.snowvalley.com/>
>
>     _______________________________________________
>     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
>
> -- 
>
> Jo Rhett
>
> Net Consonance : consonant endings by net philanthropy, open source 
> and other randomness
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 sladkofo at yahoo-inc.com  Wed Apr 22 11:40:32 2009
From: sladkofo at yahoo-inc.com (Oleg Sladkoff)
Date: Wed, 22 Apr 2009 17:40:32 +0200
Subject: [rt-users] rt3 performance problem when updating a ticket
Message-ID: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>

Hi

Since a few weeks it takes about 10 seconds whenever I update any
ticket .
Looking at mysql I don't see any activity.

Any idea where the problem could come from ?

-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532



From vthiruselvam at gmail.com  Wed Apr 22 11:54:16 2009
From: vthiruselvam at gmail.com (Thiruselvam V)
Date: Wed, 22 Apr 2009 11:54:16 -0400
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
Message-ID: <9d21b33b0904220854m67a88cb2yf61cade66eaa855@mail.gmail.com>

 I am trying to evaluate RT with Oracle 10g database. Does any one have
      details step to do this?  I am going through the url's meanwhile, if I
      get this would be great.
      thanks
      Thiru

On Wed, Apr 22, 2009 at 11:40 AM, Oleg Sladkoff <sladkofo at yahoo-inc.com> wrote:
> Hi
>
> Since a few weeks it takes about 10 seconds whenever I update any
> ticket .
> Looking at mysql I don't see any activity.
>
> Any idea where the problem could come from ?
>
> --
> Oleg Sladkoff
> KELKOO - Service Architect
> oleg.sladkoff at kelkoo.com
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147
> gsm : +33(0)675768532
>
> _______________________________________________
> 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 JoopvandeWege at mococo.nl  Wed Apr 22 12:10:53 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 22 Apr 2009 18:10:53 +0200
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <9d21b33b0904220854m67a88cb2yf61cade66eaa855@mail.gmail.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
	<9d21b33b0904220854m67a88cb2yf61cade66eaa855@mail.gmail.com>
Message-ID: <49EF418D.2020705@mococo.nl>

Thiruselvam V wrote:
>  I am trying to evaluate RT with Oracle 10g database. Does any one have
>       details step to do this?  I am going through the url's meanwhile, if I
>       get this would be great.
>       thanks
>       Thiru
Anything in particular you're having problems with?

We use Oracle extensively, not only for RT, so I might be able to help 
if I know with what.

Regards,

Joop



From barnesaw at ucrwcu.rwc.uc.edu  Wed Apr 22 12:17:21 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 22 Apr 2009 12:17:21 -0400
Subject: [rt-users] RT thinks that the ticket has no recipients....
In-Reply-To: <7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
References: <7DC08293B3E4A24BB1FEB61A90FC367B02112FD2@scmail-00.minervanetworks.com>	<50A13E1D-6E48-4362-A61F-D21300518E37@netconsonance.com>
	<7DC08293B3E4A24BB1FEB61A90FC367B02113000@scmail-00.minervanetworks.com>
Message-ID: <49EF4311.1050308@ucrwcu.rwc.uc.edu>

Check NotifyActor in RT_SiteConfig.pm

Gary Greene wrote:
>> -----Original Message-----
>> From: Jo Rhett [mailto:jrhett at netconsonance.com] 
>> Sent: Tuesday, April 21, 2009 4:30 PM
>> To: Gary Greene
>> Cc: RT Users; Gary Greene
>> Subject: Re: [rt-users] RT thinks that the ticket has no 
>> recipients....
>>
>> You sent this same message 1.5 hours earlier.  You (likely) 
>> didn't get  
>> a response because you didn't include any specific information.  At  
>> 10k feet it could be anything.  Start at a lower level -- who should  
>> have gotten mail?  Who shows up on the People tab of the ticket?  If  
>> there's nobody there...
>>
>> On Apr 21, 2009, at 3:27 PM, Gary Greene wrote:
>>     
>>> RT version 3.8.1, ExternalAuth version 0.08
>>>
>>> I've run into a problem with testing the instance of RT I've  
>>> installed that the notification emails aren't getting sent. 
>>>       
>> The mail  
>>     
>>> log doesn't list anything being processed, so I checked the httpd  
>>> error_log, and see the following:
>>>
>>> [Tue Apr 21 20:47:30 2009] [info]:  
>>> <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
>>> etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs 
>>>       
>> (/usr/lib/ 
>>     
>>> perl5/vendo
>>> r_perl/5.8.8/RT/Action/SendEmail.pm:302)
>>> [Tue Apr 21 20:47:30 2009] [info]:  
>>> <rt-3.8.1-25329-1240346849-319.5-5-0 at minervan
>>> etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
>>> vendor_perl/5.8.8
>>> /RT/Interface/Email.pm:338)
>>> [Tue Apr 21 20:47:30 2009] [info]:  
>>> <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
>>> etworks.com> #5/96 - Scrip 7 On Correspond Notify Other 
>>>       
>> Recipients (/ 
>>     
>>> usr/lib/per
>>> l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
>>> [Tue Apr 21 20:47:30 2009] [info]:  
>>> <rt-3.8.1-25329-1240346849-737.5-7-0 at minervan
>>> etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
>>> vendor_perl/5.8.8
>>> /RT/Interface/Email.pm:338)
>>> [Tue Apr 21 20:47:30 2009] [info]:  
>>> <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
>>> etworks.com> #5/96 - Scrip 6 On Correspond Notify 
>>>       
>> Requestors and Ccs  
>>     
>>> (/usr/lib/p
>>> erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
>>> [Tue Apr 21 20:47:30 2009] [info]:  
>>> <rt-3.8.1-25329-1240346850-536.5-6-0 at minervan
>>> etworks.com> No recipients found. Not sending. (/usr/lib/perl5/ 
>>> vendor_perl/5.8.8
>>> /RT/Interface/Email.pm:338)
>>>
>>> All users at Minerva Networks have a mail field in their LDAP (AD  
>>> actually) record since we use Exchange for email. Can 
>>>       
>> someone please  
>>     
>>> shed some light on why this is failing? Thanks.
>>>
>>> --
>>> Gary L. Greene, Jr.
>>> IT Operations
>>> Minerva Networks, Inc.
>>> Cell:  (650) 704-6633
>>> Phone: (408) 240-1239
>>> _______________________________________________
>>> 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
>>>       
>> -- 
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source  
>> and other randomness
>>
>>
>>
>>
>>     
>
> Regarding sending twice, that was because I didn't see it come through the list, since the Exchange server thought it fun to deliver only the CC'd version of the message instead of the one for the ML. Apologies about that...
>
> In the People tab:
> Owner:  	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> Requestors: 	"Gary Greene" <ggreene at minervanetworks.com> (ggreene)
> Cc: 	
> AdminCc:
>
> As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month.
>
> If you need any other info, please ask.
> _______________________________________________
> 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
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From kfcrocker at lbl.gov  Wed Apr 22 12:42:45 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 22 Apr 2009 09:42:45 -0700
Subject: [rt-users] Does Anyone out there use RT for Change Management?
In-Reply-To: <1240355171.4019.65.camel@localhost.localdomain>
References: <1240355171.4019.65.camel@localhost.localdomain>
Message-ID: <49EF4905.1010503@lbl.gov>

Steve,


    Yes we do. We have a process that forces a ticket to be reviewed and 
approved in a single Queue before it is moved to one of 30 other queues 
where the work will be done. We then have a "QA WorkFlow" process that 
enforces the concept of "QA/Acceptance Testing & Approval" by someone 
/other/ than the ticket owner. In total, we have over 100 queues and ALL 
of them have some form of QA testing. We are now looking into 
integrating version control (into PVCS) when a ticket is resolved. 
That's because we are still in 3.6.4. I believe 3.8.2 has version 
control with subversion built-in. At any rate, that's what we have so 
far. I'd love to field any questions you have.


Kenn
LBNL

On 4/21/2009 4:06 PM, Steve OBrien wrote:
> Hi All,
> I was wondering if anyone out there was using RT for IT Change
> Management and if so:
> 1.) How is it working out for you?
> 2.) Any helpful hints or a description of your setup.
>
> If not, is there any other tracking system that would work better for
> tracking, approving, and notifying changes (server configurations, etc)
>
> TIA,
> 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
>
>   
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From kfcrocker at lbl.gov  Wed Apr 22 12:52:24 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 22 Apr 2009 09:52:24 -0700
Subject: [rt-users] Migration
In-Reply-To: <49EF121A.9050100@purdue.edu>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>
	<E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>
	<8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>
	<8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>
	<49EF121A.9050100@purdue.edu>
Message-ID: <49EF4B48.3040108@lbl.gov>

Kieth,

    Have you thought about writing a program to copy all the Bugzilla 
data into flatfiles that can then be used as input to another program 
that uses API to create tickets, etc? We just converted an old legacy 
ticket system into RT doing just that, comments and email included. 
Converted 17,000 tickets. Of course, I had to take RT down and then turn 
OFF /all/ scrips, etc (didn't need 17,00 emails going out). Afterwards, 
I did a little bulk updating for some custom fields and viola! All done. 
Tirn system on, Turn on scrips. ready to go.


Kenn
LBNL

On 4/22/2009 5:48 AM, Keith A McDermott wrote:
> I'd like to see this if it does eventually work. I gave up on converting 
> our bugzilla database many months ago. Although we have 12,000 bugzilla 
> tickets, it wasn't worth the time and pain for us to try to fix the script.
>
> Thanks,
> Keith
>
> Javier Garcia wrote:
>   
>> OK. I?ve found out that my initialdata file is wrong. There?s nothing 
>> on the @Groups array.
>>
>> I?ve downloaded a new initialdata file (the syntax is as follows):
>>
>> @Groups = (
>>
>> { Name => '',
>>
>> Type => 'Everyone', # loc
>>
>> Domain => 'SystemInternal',
>>
>> Instance => '',
>>
>> Description => 'Pseudogroup for internal use', # loc
>>
>> },
>>
>> But then I get a new error:
>>
>> Odd number of elements in hash assignment at 
>> /opt/rt3/lib/RT/Group_Overlay.pm line 405.
>>
>> /opt/rt3/lib/RT/Group_Overlay.pm line 405:
>>
>> my %args = (
>>
>> Name => undef,
>>
>> Description => undef,
>>
>> Domain => undef,
>>
>> Type => undef,
>>
>> Instance => '0',
>>
>> InsideTransaction => undef,
>>
>> _RecordTransaction => 1,
>>
>> @_
>>
>> );
>>
>> I?m not an expert Perl developer, but I have tried modifying the 
>> @Groups array, adding more fields or deleting others, but nothing, 
>> same error.
>>
>> *From:* rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>> *Javier Garcia
>> *Sent:* 21 April 2009 10:50
>> *To:* Jo Rhett
>> *Cc:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] Migration
>>
>> Hi all,
>>
>> I have found the scripts here:
>>
>> http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_threaded#53073
>>
>> But they are not working. After following the README I ran ?sh 
>> migrate.sh? and got the following:
>>
>> Could not load Everyone group on user creation. 
>> (/opt/rt3/lib/RT/User_Overlay.pm:222)
>>
>> The error is on the following block:
>>
>> my $everyone = RT::Group->new($self->CurrentUser);
>>
>> $everyone->LoadSystemInternalGroup('Everyone');
>>
>> unless ($everyone->id) {
>>
>> $RT::Logger->crit("Could not load Everyone group on user creation.");
>>
>> $RT::Handle->Rollback();
>>
>> return ( 0, $self->loc('Could not create user') );
>>
>> }
>>
>> And we are not able to solve it. There?s no information about it on 
>> the Internet. Any ideas?
>>
>> I have a hunch that it has to do with the relationship between the 
>> principals, groups and ACL table.
>>
>> Any help would be greatly appreciated, otherwise we can continue 
>> writing bespoke scripts to fit our needs.
>>
>> We are currently running RT 3.8.2 under Debian Etch.
>>
>> Cheers,
>>
>> Javier
>>
>> *From:* Jo Rhett [mailto:jrhett at netconsonance.com]
>> *Sent:* 20 April 2009 17:34
>> *To:* Javier Garcia
>> *Cc:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] Migration
>>
>> Yes. Search the mailing list archives or Google. Both of which return 
>> the script you need quickly.
>>
>> On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
>>
>>     We are manually migrating all our Bugzilla databases to RT using
>>     Perl, but we are having issues with some of them and I can?t find
>>     anything on the Internet.
>>
>>     Is there a documented way on How to migrate Bugzilla to RT?
>>
>>     Does anybody have a script for that?
>>
>>     PS: Both servers are running on Debian and using MySQL.
>>
>>     Thanks,
>>
>>     Javier Garcia
>>
>>     Systems Engineer
>>
>>     javier.garcia at snowvalley.com <mailto:javier.garcia at snowvalley.com>
>>
>>     10 Emerald Street, London, WC1N 3QA
>>
>>     Website: http://www.snowvalley.com <http://www.snowvalley.com/>
>>
>>     _______________________________________________
>>     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
>>
>> -- 
>>
>> Jo Rhett
>>
>> Net Consonance : consonant endings by net philanthropy, open source 
>> and other randomness
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> 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 todd at chaka.net  Wed Apr 22 13:07:19 2009
From: todd at chaka.net (Todd Chapman)
Date: Wed, 22 Apr 2009 13:07:19 -0400
Subject: [rt-users] Does Anyone out there use RT for Change Management?
In-Reply-To: <1240355171.4019.65.camel@localhost.localdomain>
References: <1240355171.4019.65.camel@localhost.localdomain>
Message-ID: <519782dc0904221007t62b29febm76c68ea8187bfff3@mail.gmail.com>

If you install the Asset Tracker extension then not only can you
track/approve changes, but you could have those changes linked to an
asset representing the hardware/software being changed. This is handy
for viewing all changes for a particular item.

On Tue, Apr 21, 2009 at 7:06 PM, Steve OBrien <steve.obrien at hdesd.org> wrote:
> Hi All,
> I was wondering if anyone out there was using RT for IT Change
> Management and if so:
> 1.) How is it working out for you?
> 2.) Any helpful hints or a description of your setup.
>
> If not, is there any other tracking system that would work better for
> tracking, approving, and notifying changes (server configurations, etc)
>
> TIA,
> 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
>


From gravyface at gmail.com  Wed Apr 22 14:05:18 2009
From: gravyface at gmail.com (GravyFace)
Date: Wed, 22 Apr 2009 14:05:18 -0400
Subject: [rt-users] newly created ticket does not show in SelfService login
Message-ID: <19fa96670904221105r7a0dbbd3mba85de6cebdc1e0b@mail.gmail.com>

Have a user that was created automatically when initial ticket was
created.  Have since, as admin, changed auto-created users' password
and added some details to the user's profile.  If I login as that
user, I do not see any tickets in the dashboard -- should I?  As a
Staff user, I can see the new ticket in the General queue without
issue so it's being created ok.  There is no owner assigned to the
ticket; does that matter?  Shouldn't the Requestor see their own
tickets regardless of status/ownership?


From change+lists.rt at nightwind.net  Wed Apr 22 14:15:11 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Wed, 22 Apr 2009 11:15:11 -0700
Subject: [rt-users] newly created ticket does not show in SelfService
	login
In-Reply-To: <19fa96670904221105r7a0dbbd3mba85de6cebdc1e0b@mail.gmail.com>
References: <19fa96670904221105r7a0dbbd3mba85de6cebdc1e0b@mail.gmail.com>
Message-ID: <1240424111.26991.1311811569@webmail.messagingengine.com>

On Wed, 22 Apr 2009 14:05:18 -0400, "GravyFace" <gravyface at gmail.com>
said:
> Have a user that was created automatically when initial ticket was
> created.  Have since, as admin, changed auto-created users' password
> and added some details to the user's profile.  If I login as that
> user, I do not see any tickets in the dashboard -- should I?  As a
> Staff user, I can see the new ticket in the General queue without
> issue so it's being created ok.  There is no owner assigned to the
> ticket; does that matter?  Shouldn't the Requestor see their own
> tickets regardless of status/ownership?

Have you granted ShowTicket rights to Requestor under global group
rights?


From change+lists.rt at nightwind.net  Wed Apr 22 14:43:25 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Wed, 22 Apr 2009 11:43:25 -0700
Subject: [rt-users] newly created ticket does not show in SelfService
 login
In-Reply-To: <19fa96670904221127g41934f8eg22af4d7f00f434b8@mail.gmail.com>
References: <19fa96670904221105r7a0dbbd3mba85de6cebdc1e0b@mail.gmail.com>
	<1240424111.26991.1311811569@webmail.messagingengine.com>
	<19fa96670904221127g41934f8eg22af4d7f00f434b8@mail.gmail.com>
Message-ID: <1240425805.1375.1311815835@webmail.messagingengine.com>

On Wed, 22 Apr 2009 14:27:44 -0400, "GravyFace" <gravyface at gmail.com>
said:
> That now allows me to see unowned tickets created by my user, but not
> tickets I've created, regardless of who owns it or not.  Perhaps I'm
> not logged into the right place: I just went to the home page and
> logged in as the user.  Is this not the way to get into Self Service?

Ah, I get it now.  No, when you log in with a user who has the "Let this
user be granted rights" box checked, it goes to the standard interface. 
If you append /SelfService/ to the URL, it will take you to the Self
Service interface.  If this is an end user and all you want them to see
is the SelfService interface, uncheck the "Let this user be granted
rights" box, and make sure you set up appropriate permissions for
creating/replying/seeing tickets (such as unprivileged users can create
tickets, requestor can see and reply to ticket...)


From gravyface at gmail.com  Wed Apr 22 14:51:58 2009
From: gravyface at gmail.com (GravyFace)
Date: Wed, 22 Apr 2009 14:51:58 -0400
Subject: [rt-users] newly created ticket does not show in SelfService
	login
In-Reply-To: <1240425805.1375.1311815835@webmail.messagingengine.com>
References: <19fa96670904221105r7a0dbbd3mba85de6cebdc1e0b@mail.gmail.com>
	<1240424111.26991.1311811569@webmail.messagingengine.com>
	<19fa96670904221127g41934f8eg22af4d7f00f434b8@mail.gmail.com>
	<1240425805.1375.1311815835@webmail.messagingengine.com>
Message-ID: <19fa96670904221151s4dc25618mf1dde0595aa307a9@mail.gmail.com>

On Wed, Apr 22, 2009 at 2:43 PM, Nick Kartsioukas
<change+lists.rt at nightwind.net> wrote:

> Ah, I get it now. ?No, when you log in with a user who has the "Let this
> user be granted rights" box checked, it goes to the standard interface.
> If you append /SelfService/ to the URL, it will take you to the Self
> Service interface. ?If this is an end user and all you want them to see
> is the SelfService interface, uncheck the "Let this user be granted
> rights" box, and make sure you set up appropriate permissions for
> creating/replying/seeing tickets (such as unprivileged users can create
> tickets, requestor can see and reply to ticket...)

Thank you.

I'm going to re-search the wiki and add what you just said re:
/SelfService URL if necessary.  I don't recall seeing any of this in
there earlier, although I may have just missed it.


From gravyface at gmail.com  Wed Apr 22 14:27:44 2009
From: gravyface at gmail.com (GravyFace)
Date: Wed, 22 Apr 2009 14:27:44 -0400
Subject: [rt-users] newly created ticket does not show in SelfService
	login
In-Reply-To: <1240424111.26991.1311811569@webmail.messagingengine.com>
References: <19fa96670904221105r7a0dbbd3mba85de6cebdc1e0b@mail.gmail.com>
	<1240424111.26991.1311811569@webmail.messagingengine.com>
Message-ID: <19fa96670904221127g41934f8eg22af4d7f00f434b8@mail.gmail.com>

On Wed, Apr 22, 2009 at 2:15 PM, Nick Kartsioukas
<change+lists.rt at nightwind.net> wrote:

> Have you granted ShowTicket rights to Requestor under global group
> rights?

That now allows me to see unowned tickets created by my user, but not
tickets I've created, regardless of who owns it or not.  Perhaps I'm
not logged into the right place: I just went to the home page and
logged in as the user.  Is this not the way to get into Self Service?


From aaltamirano at uc.cl  Wed Apr 22 15:49:15 2009
From: aaltamirano at uc.cl (Andres Altamirano)
Date: Wed, 22 Apr 2009 15:49:15 -0400
Subject: [rt-users] autofill custom field from email
Message-ID: <49EF74BB.6010605@uc.cl>

Hi,

I would like to make autofill on some custom fields.

The idea is when "RT" receive an email, can take a value from this
email and set it to a custom field.

Thanks.

-- 
Atte.
Andres Altamirano
Subdirecci?n Innovaci?n Tecnol?gica
Direcci?n de Inform?tica
Pontificia Universidad Cat?lica de Chile
Campus San Joaquin. Vicu?a Mackena 4860
Fono: +56 2 3547183

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From Jim.Tambling at datatote.co.uk  Wed Apr 22 17:06:01 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Wed, 22 Apr 2009 22:06:01 +0100
Subject: [rt-users] Formatted text in RTFM articles
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC4C@mail.sys.internal>

Is there anyway to format text in RTFM articles? I have created a custom
filed of type "Fill in one text area" but it messes up the text. An
example;

 

I have a couple of lines of text, separated by spaces as shown;

 

Texttexttext        moretextmoretextmoretext

 

When I look at the article, the text appears as;

 

Texttexttext moretextmoretextmoretext

 

 

I have tried with tabs and get the same result and I also tried changing
the format of the CF to wikitext but I get the same result. Ay ideas or
suggestions? If this is the way it is it makes RTFM unusable for what we
had planned.

 

Regards, Jim

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From jbaker at wgm.us  Wed Apr 22 17:19:43 2009
From: jbaker at wgm.us (Jon Baker)
Date: Wed, 22 Apr 2009 16:19:43 -0500
Subject: [rt-users] Printing tickets
Message-ID: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>

We use RT extensively in our organization, and we have one department  
(facilities) who prints out the tickets and hands them to the workers  
for them to physically go out and perform the requests.  The problem  
with this is that currently printing the tickets print the blue border  
and generally use much more paper and ink than is necessary.  Maybe  
this is a feature request or maybe there is a user contribution I'm  
just not seeing, but it would be nice if there was a print stylesheet  
that just printed the contents of the ticket in a simple text view.   
Does that capability exist and if not, would it be something that  
could be considered to be added?


From kfcrocker at lbl.gov  Wed Apr 22 17:27:31 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 22 Apr 2009 14:27:31 -0700
Subject: [rt-users] Printing tickets
In-Reply-To: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>
References: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>
Message-ID: <49EF8BC3.9050301@lbl.gov>

Jon,

    If the workers can be pre-assigned as owners of the ticket, you 
could run a query, dump it to a spreadsheet, edit the spreadsheet and 
hand that out. Just a thought.

Kenn
LBNL

On 4/22/2009 2:19 PM, Jon Baker wrote:
> We use RT extensively in our organization, and we have one department  
> (facilities) who prints out the tickets and hands them to the workers  
> for them to physically go out and perform the requests.  The problem  
> with this is that currently printing the tickets print the blue border  
> and generally use much more paper and ink than is necessary.  Maybe  
> this is a feature request or maybe there is a user contribution I'm  
> just not seeing, but it would be nice if there was a print stylesheet  
> that just printed the contents of the ticket in a simple text view.   
> Does that capability exist and if not, would it be something that  
> could be considered to be added?
> _______________________________________________
> 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 Jim.Tambling at datatote.co.uk  Wed Apr 22 17:31:51 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Wed, 22 Apr 2009 22:31:51 +0100
Subject: [rt-users] Formatted text in RTFM articles
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC4D@mail.sys.internal>

Ken,

 

I've tried that and the result is exactly the same :-(. Any other idea?

 

Regards

 

-----Original Message-----
From: Ken Crocker [mailto:kfcrocker at lbl.gov] 
Sent: 22 April 2009 22:26
To: Jim Tambling
Cc: rt-users at bestpractical.com
Subject: Re: [rt-users] Formatted text in RTFM articles

 

Jim,

    Try defining the CF as"Fill in WikiText". That works better.


Kenn
LBNL

On 4/22/2009 2:06 PM, Jim Tambling wrote: 

Is there anyway to format text in RTFM articles? I have created a custom
filed of type "Fill in one text area" but it messes up the text. An
example;

 

I have a couple of lines of text, separated by spaces as shown;

 

Texttexttext        moretextmoretextmoretext

 

When I look at the article, the text appears as;

 

Texttexttext moretextmoretextmoretext

 

 

I have tried with tabs and get the same result and I also tried changing
the format of the CF to wikitext but I get the same result. Ay ideas or
suggestions? If this is the way it is it makes RTFM unusable for what we
had planned.

 

Regards, Jim

 



________________________________



 
_______________________________________________
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 ruslan.zakirov at gmail.com  Wed Apr 22 17:32:10 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Apr 2009 01:32:10 +0400
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
Message-ID: <589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>

Check out RT logs and look at timings. It may help you spot big gaps
and localize problem.

It can be sendmail or whatever you use as MTA:
http://wiki.bestpractical.com/view/SendmailTips

What have you done to make sure it's not mysql?

On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo at yahoo-inc.com> wrote:
> Hi
>
> Since a few weeks it takes about 10 seconds whenever I update any
> ticket .
> Looking at mysql I don't see any activity.
>
> Any idea where the problem could come from ?
>
> --
> Oleg Sladkoff
> KELKOO - Service Architect
> oleg.sladkoff at kelkoo.com
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147
> gsm : +33(0)675768532
>
> _______________________________________________
> 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  Wed Apr 22 17:25:35 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 22 Apr 2009 14:25:35 -0700
Subject: [rt-users] Formatted text in RTFM articles
In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FC4C@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE070133FC4C@mail.sys.internal>
Message-ID: <49EF8B4F.1080808@lbl.gov>

Jim,

    Try defining the CF as"Fill in WikiText". That works better.


Kenn
LBNL

On 4/22/2009 2:06 PM, Jim Tambling wrote:
>
> Is there anyway to format text in RTFM articles? I have created a 
> custom filed of type "Fill in one text area" but it messes up the 
> text. An example;
>
>  
>
> I have a couple of lines of text, separated by spaces as shown;
>
>  
>
> Texttexttext        moretextmoretextmoretext
>
>  
>
> When I look at the article, the text appears as;
>
>  
>
> Texttexttext moretextmoretextmoretext
>
>  
>
>  
>
> I have tried with tabs and get the same result and I also tried 
> changing the format of the CF to wikitext but I get the same result. 
> Ay ideas or suggestions? If this is the way it is it makes RTFM 
> unusable for what we had planned.
>
>  
>
> Regards, Jim
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Wed Apr 22 17:36:05 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Apr 2009 01:36:05 +0400
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <9d21b33b0904220854m67a88cb2yf61cade66eaa855@mail.gmail.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
	<9d21b33b0904220854m67a88cb2yf61cade66eaa855@mail.gmail.com>
Message-ID: <589c94400904221436n1142364apc16985c743ae8791@mail.gmail.com>

Don't ask your questions in others threads. It's not polite.

On Wed, Apr 22, 2009 at 7:54 PM, Thiruselvam V <vthiruselvam at gmail.com> wrote:
> ?I am trying to evaluate RT with Oracle 10g database. Does any one have
> ? ? ?details step to do this? ?I am going through the url's meanwhile, if I
> ? ? ?get this would be great.
> ? ? ?thanks
> ? ? ?Thiru
>
> On Wed, Apr 22, 2009 at 11:40 AM, Oleg Sladkoff <sladkofo at yahoo-inc.com> wrote:
>> Hi
>>
>> Since a few weeks it takes about 10 seconds whenever I update any
>> ticket .
>> Looking at mysql I don't see any activity.
>>
>> Any idea where the problem could come from ?
>>
>> --
>> Oleg Sladkoff
>> KELKOO - Service Architect
>> oleg.sladkoff at kelkoo.com
>> Yahoo messenger : Kelkoooleg
>> tel : +33 (0)476848147
>> gsm : +33(0)675768532
>>
>> _______________________________________________
>> 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
>



-- 
Best regards, Ruslan.


From jpierce at cambridgeenergyalliance.org  Wed Apr 22 17:41:38 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 22 Apr 2009 17:41:38 -0400
Subject: [rt-users] Printing tickets
In-Reply-To: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>
References: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>
Message-ID: <be7163f0904221441s755cb03wbf3f8e68e2d86aa6@mail.gmail.com>

> just not seeing, but it would be nice if there was a print stylesheet
> that just printed the contents of the ticket in a simple text view.
> Does that capability exist and if not, would it be something that
> could be considered to be added?
It probably should be there, but it's not very hard to add yourself.


From cwfox at us.fujitsu.com  Wed Apr 22 17:14:33 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Wed, 22 Apr 2009 11:14:33 -1000
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
Message-ID: <49EF88B9.1000309@us.fujitsu.com>

Alle,

	Running RT 3.6.6, RHEL 5.3, Apache 2.2.3 and Perl v5.8.8. When we try 
to use the following in RT_SiteConfig.pm, nothing changes:

Set($CanonicalizeEmailAddressMatch , '@domain\.example\.ac\.jp$');
Set($CanonicalizeEmailAddressReplace , '@domain.example.org');

	Internally, we are domain.example.ac.jp but externally we are 
domain.example.org (long story). What are we missing. Below are the 
relevant(?) log entries:

[Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "naojtest at domain.example.ac.jp" by RT::CurrentUser 
/opt/rt3/lib/RT/CurrentUser.pm 218 (/opt/rt3/local/lib/RT/User_Local.pm:328)
[Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
(/opt/rt3/local/lib/RT/User_Local.pm:347)
[Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeUserInfo 
called by RT::User /opt/rt3/lib/RT/User_Overlay.pm 192 with: Comments: 
Autocreated on ticket submission, Disabled: 0, EmailAddress: 
naojtest at domain.example.ac.jp, Name: naojtest at domain.example.ac.jp, 
Password: , Privileged: 0, RealName: (Test User) 
(/opt/rt3/local/lib/RT/User_Local.pm:380)
[Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeUserInfo 
returning Comments: Autocreated on ticket submission, Disabled: 0, 
EmailAddress: naojtest at domain.example.ac.jp, Name: 
naojtest at domain.example.ac.jp, Password: , Privileged: 0, RealName: 
(Test User) (/opt/rt3/local/lib/RT/User_Local.pm:413)
[Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "naojtest at domain.example.ac.jp" by RT::User 
/opt/rt3/lib/RT/User_Overlay.pm 196 
(/opt/rt3/local/lib/RT/User_Local.pm:328)
[Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
(/opt/rt3/local/lib/RT/User_Local.pm:347)
[Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "naojtest at domain.example.ac.jp" by RT::User 
/opt/rt3/lib/RT/User_Overlay.pm 563 
(/opt/rt3/local/lib/RT/User_Local.pm:328)
[Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
(/opt/rt3/local/lib/RT/User_Local.pm:347)
[Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "naojtest at domain.example.ac.jp" by RT::User 
/opt/rt3/lib/RT/User_Overlay.pm 563 
(/opt/rt3/local/lib/RT/User_Local.pm:328)
[Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
(/opt/rt3/local/lib/RT/User_Local.pm:347)
[Wed Apr 22 20:59:50 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
called with "naojtest at domain.example.ac.jp" by RT::CurrentUser 
/opt/rt3/lib/RT/CurrentUser.pm 218 (/opt/rt3/local/lib/RT/User_Local.pm:328)
[Wed Apr 22 20:59:50 2009] [info]: RT::User::CanonicalizeEmailAddress 
naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
(/opt/rt3/local/lib/RT/User_Local.pm:347)

Best Regards,
Camron

-- 
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From toml at bitstatement.net  Wed Apr 22 19:53:06 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 22 Apr 2009 16:53:06 -0700
Subject: [rt-users] Formatted text in RTFM articles
In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FC4D@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE070133FC4D@mail.sys.internal>
Message-ID: <49EFADE2.3010508@bitstatement.net>

>>     Try defining the CF as"Fill in WikiText". That works better.

> I've tried that and the result is exactly the same :-(. Any other idea?

When using the wikitext area in RTFM, any text that does not begin in the
first column is rendered as preformatted text.   So instead of:

Texttexttext        moretextmoretextmoretext

use:

 Texttexttext        moretextmoretextmoretext
^

Note the space in front of the line, meaning it does not begin the first
column and so is treated as pre-formatted.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Wed Apr 22 20:22:21 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 22 Apr 2009 17:22:21 -0700
Subject: [rt-users] Printing tickets
In-Reply-To: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>
References: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>
Message-ID: <49EFB4BD.6000000@bitstatement.net>

> We use RT extensively in our organization, and we have one department  
> (facilities) who prints out the tickets and hands them to the workers  
> for them to physically go out and perform the requests.  The problem  
> with this is that currently printing the tickets print the blue border  
> and generally use much more paper and ink than is necessary.  Maybe  
> this is a feature request or maybe there is a user contribution I'm  

Printer driver setting to print in black & white instead of color will save
the ink.  Printer driver setting to duplex could save paper.  Many printers
have a "multiple page per sheet" driver setting as well.  A low tech
solution, but a quickly implemented one too.

For a plainer, terser rendering, if it were me, I would use the REST
interface and build my own separate service that takes a login and ticket ID
as input and spits out the ticket in a terse format directly to a printer,
so I can control every aspect of it.  Building it into the existing web
interface wouldn't be terribly future proof -- you'd have to revisit it
every time you upgrade RT.

I'm a big fan of keeping customizations _completely_ separate from the app
where possible, so I can upgrade on a whim without fear of horking my custom
stuff.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From nastlinux at gmail.com  Wed Apr 22 21:57:35 2009
From: nastlinux at gmail.com (nast linux)
Date: Thu, 23 Apr 2009 08:57:35 +0700
Subject: [rt-users] Fwd: Failed use LDAP service
In-Reply-To: <5e5450110904212350h3eb30d2focba4d39471495392@mail.gmail.com>
References: <5e5450110904212350h3eb30d2focba4d39471495392@mail.gmail.com>
Message-ID: <5e5450110904221857x66233441j71fbaea72c2b2687@mail.gmail.com>

Dear All,

Need your help.

I see in error.log is like below:

[Wed Apr 22 10:10:28 2009] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_CREDENTIALS 49
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)
[Wed Apr 22 10:10:28 2009] [error]: FAILED LOGIN for user test from
test-desk (/opt/rt3/share/html/autohandler:265)

What is the problem and what Should I do?

Thanks,
ns
---------- Forwarded message ----------
From: nast linux <nastlinux at gmail.com>
Date: Wed, 22 Apr 2009 13:50:08 +0700
Subject: Failed use LDAP service
To: rt-users <rt-users at lists.bestpractical.com>

*Dear All,

I failed use LDAP service, I already done steps below:
*
*1. Install RT-Authen-ExternalAuth*
*2. Uncomment Set(@Plugins,(qw(RT::Authen::ExternAuth))); on
/opt/rt3/etc/RT_SiteConfig.pm
*
*3. cp
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
/opt/rt3/local/html/Callbacks/ExternalAuth/autohandler/Auth*

*4. apply the following patch to
User_Vendor<http://wiki.bestpractical.com/view/User_Vendor>.pm:
*

--- local/lib/RT/User_Vendor<http://wiki.bestpractical.com/view/User_Vendor>.pm~
2008-04-09 10:40:44.000000000 +0200 +++
./local/lib/RT/User_Vendor<http://wiki.bestpractical.com/view/User_Vendor>.pm
2008-08-04 17:46:32.000000000 +0200 @@ -348,7 +348,7 @@ return (undef); }

- if ( $self->PrincipalObj
<http://wiki.bestpractical.com/view/PrincipalObj>->Disabled
) { + if ( $self->PrincipalObj<http://wiki.bestpractical.com/view/PrincipalObj>and
$self->
PrincipalObj <http://wiki.bestpractical.com/view/PrincipalObj>->Disabled ) {
$RT::Logger->info("Disabled user " . $self->Name . " tried to log in" );
return (undef); -->

*so, recently file User_Vendor.pm is like below:*
no warnings qw(redefine);
use strict;
use RT::Authen::ExternalAuth;

# {{{ sub CanonicalizeUserInfo

=head2 CanonicalizeUserInfo HASHREF

Get all ExternalDB attrs listed in $RT::ExternalDBAttrMap and put them into
the hash referred to by HASHREF.

returns true (1) if ExternalDB lookup was successful, false (undef)
in all other cases.

=cut

sub CanonicalizeUserInfo {
    my $self = shift;
    my $args = shift;
    return(RT::Authen::ExternalAuth::CanonicalizeUserInfo($self,$args));
}
# }}}

--- local/lib/RT/User_Vendor.pm~ 2008-04-09 10:40:44.000000000 +0200 +++
./local/lib/RT/User_Vendor.pm 2008-08-04 17:46:32.000000000 +0200 @@ -348,7
+348,7 @@ return (undef); }

- if ( $self->PrincipalObj->Disabled ) { + if ( $self->PrincipalObj and
$self->PrincipalObj->Disabled ) { $RT::Logger->info("Disabled user " .
$self->Name . " tried to log in" ); return (undef); -->

1;

*5. Restart apache2
*
*But, I still can not login by user on active directory.

What should I do?

Thanks,
ns*


From lwebb at uow.edu.au  Wed Apr 22 22:10:30 2009
From: lwebb at uow.edu.au (Lachlan Webb)
Date: Thu, 23 Apr 2009 12:10:30 +1000
Subject: [rt-users] Fwd: Failed use LDAP service
In-Reply-To: <5e5450110904221857x66233441j71fbaea72c2b2687@mail.gmail.com>
References: <5e5450110904212350h3eb30d2focba4d39471495392@mail.gmail.com>
	<5e5450110904221857x66233441j71fbaea72c2b2687@mail.gmail.com>
Message-ID: <49EFCE16.1050008@uow.edu.au>

On 23/4/09 11:57 AM, nast linux wrote:
> Dear All,
>
> Need your help.
>
> I see in error.log is like below:
>
> [Wed Apr 22 10:10:28 2009] [critical]:
> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
> LDAP_INVALID_CREDENTIALS 49
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)
> [Wed Apr 22 10:10:28 2009] [error]: FAILED LOGIN for user test from
> test-desk (/opt/rt3/share/html/autohandler:265)
>
> What is the problem and what Should I do?
>
> Thanks,
> ns
> ---------- Forwarded message ----------
> From: nast linux<nastlinux at gmail.com>
> Date: Wed, 22 Apr 2009 13:50:08 +0700
> Subject: Failed use LDAP service
> To: rt-users<rt-users at lists.bestpractical.com>
>
> *Dear All,
>
> I failed use LDAP service, I already done steps below:
> *
> *1. Install RT-Authen-ExternalAuth*
> *2. Uncomment Set(@Plugins,(qw(RT::Authen::ExternAuth))); on
> /opt/rt3/etc/RT_SiteConfig.pm
> *
> *3. cp
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
> /opt/rt3/local/html/Callbacks/ExternalAuth/autohandler/Auth*
>
> *4. apply the following patch to
> User_Vendor<http://wiki.bestpractical.com/view/User_Vendor>.pm:
> *
>
>    
The error "

  Can't bind:
LDAP_INVALID_CREDENTIALS 49

"
Seems to be your problem. From memory, AD requires authenticated 
credentials for ldap queries.
A windows guru could help here.
In your RT_SiteConfig.pm, where you have specified
Set( $ExternalSettings, {
...
     'user'                      =>  'User goes here',
     'pass'                    =>  'Password here',
...
}

You could try using ldapsearch from the command line on the server
to check that the user can bind and do lookups, e.g.
ldapsearch -D "cn=fred, etc" -w "Password"-h ldap.example.com -b 
"ou=People, etc." cn=*
or something similar, man ldapsearch could be your friend.

Regards,
Lachlan


From threetee at gmail.com  Thu Apr 23 00:42:56 2009
From: threetee at gmail.com (Three Tee)
Date: Wed, 22 Apr 2009 21:42:56 -0700
Subject: [rt-users] Ruby -> REST, part 2
Message-ID: <6e0950270904222142m3072afb3pf249bff04fd7b66c@mail.gmail.com>

Back in February, user 'toml at bitstatement' (
http://www.gossamer-threads.com/lists/engine?user=7874;list=rt) posted a
question about interfacing with RT from Ruby via REST. That thread is
archived here:http://www.gossamer-threads.com/lists/rt/users/82898

I am having a similar problem, but when I implemented the solution described
in that thread, RT still won't accept the comment.

Request from my Ruby application (hostnames have been changed to protect the
innocent):

-----snip-----
POST /REST/1.0/ticket/5702/comment HTTP/1.1
Accept: application/xml
Content-Type: multipart/form-data; boundary="905815"
Cookie: RT_SID_RTNAME.80=132575bdeee36284a05518c9b8080edf; path=/
Cookie2: $Version="1"
Host: rthost.somewhere.com
Content-Length: 308


--905815
Content-Disposition: form-data;
name="attachment.txt"; filename="attachment.txt"
Content-Type: text/plain

test attachment content
--905815
Content-Disposition: form-data; name="content"

Ticket: 5702
Action: comment
Text: Adding attachment(s).
Attachment: attachment.txt

--905815--
-----snip-----

And the response from RT:
-----snip-----
HTTP/1.1 200 OK
Date: Thu, 23 Apr 2009 02:22:53 GMT
Server: Apache/2.2.3 (Unix) mod_ssl/2.2.3 OpenSSL/0.9.7f PHP/5.2.6
mod_perl/2.0.4 Perl/v5.8.6
Transfer-Encoding: chunked
Content-Type: text/plain; charset=utf-8

40
RT/3.8.1 400 Bad Request

# No attachment for attachment.txt.
-----snip-----

I assume from the RT error message that it is parsing the "content" form
field, or else it wouldn't know to look for the attachment.txt file, but I
can't figure out what's wrong. Anyone have any ideas?
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From mike.peachey at jennic.com  Thu Apr 23 04:16:41 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 23 Apr 2009 09:16:41 +0100
Subject: [rt-users] Fwd: Failed use LDAP service
In-Reply-To: <49EFCE16.1050008@uow.edu.au>
References: <5e5450110904212350h3eb30d2focba4d39471495392@mail.gmail.com>	<5e5450110904221857x66233441j71fbaea72c2b2687@mail.gmail.com>
	<49EFCE16.1050008@uow.edu.au>
Message-ID: <49F023E9.9080301@jennic.com>

Thu 23 Apr 2009 03:10:30 GMT
Lachlan Webb wrote:
> On 23/4/09 11:57 AM, nast linux wrote:
>> I see in error.log is like below:
>> RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
>> LDAP_INVALID_CREDENTIALS 49
>>
>> What is the problem and what Should I do?
>>    
> The error "
> 
>   Can't bind:
> LDAP_INVALID_CREDENTIALS 49
> 
> "
> Seems to be your problem. From memory, AD requires authenticated 
> credentials for ldap queries.

AD allows anonymous bind if it has been told to.

> Set( $ExternalSettings, {
> ...
>      'user'                      =>  'User goes here',
>      'pass'                    =>  'Password here',
> ...
> }

Precisely.

Either you have invalid bind credentials specified or you have none
specified but LDAP is not configured for anonymous bind.

-- 
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 sladkofo at yahoo-inc.com  Thu Apr 23 04:49:02 2009
From: sladkofo at yahoo-inc.com (Oleg Sladkoff)
Date: Thu, 23 Apr 2009 10:49:02 +0200
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
	<589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>
Message-ID: <1240476542.3372.68.camel@prettyenter.grenoble.corp.yahoo.com>

Hi Ruslan 
thanks for your feedback :)

after making a few tests it appears that the gap appears whenever
someone is in CC on the ticket (This message will be sent to...)

On mysql side I do not see any slow query (time >1) and I see no process
(show process list).

after following sendmailtips my problem was fixed :)

in RT_SiteConfig.pm :
Set($SendmailArguments, "-ODeliveryMode=q" );

thanks for your help !


best regards,
Oleg.
 

On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:

> Check out RT logs and look at timings. It may help you spot big gaps
> and localize problem.
> 
> It can be sendmail or whatever you use as MTA:
> http://wiki.bestpractical.com/view/SendmailTips
> 
> What have you done to make sure it's not mysql?
> 
> On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo at yahoo-inc.com> wrote:
> > Hi
> >
> > Since a few weeks it takes about 10 seconds whenever I update any
> > ticket .
> > Looking at mysql I don't see any activity.
> >
> > Any idea where the problem could come from ?
> >
> > --
> > Oleg Sladkoff
> > KELKOO - Service Architect
> > oleg.sladkoff at kelkoo.com
> > Yahoo messenger : Kelkoooleg
> > tel : +33 (0)476848147
> > gsm : +33(0)675768532
> >
> > _______________________________________________
> > 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
> >
> 
> 
> 

-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532
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From bytespedition at gmail.com  Thu Apr 23 05:28:26 2009
From: bytespedition at gmail.com (Tutu)
Date: Thu, 23 Apr 2009 11:28:26 +0200
Subject: [rt-users] Time Estimate and Time Left.
Message-ID: <e63e6dc60904230228l7ad57a21h60ce3a341c68a916@mail.gmail.com>

There are 3 fields in RT.
Time Worked upon
Time Estimate
Time Left.

Is Time Left not calculated from Time Estimated and Time Worked Upon for
example

if time worked upon is 10 Hours and Time estimated is 30 hours, the Time
left should be calculated by RT as 20 hours.
Is it not possible?

Regards.
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From berny at technology.net.au  Thu Apr 23 05:36:28 2009
From: berny at technology.net.au (Berny Stapleton)
Date: Thu, 23 Apr 2009 10:36:28 +0100
Subject: [rt-users] Time Estimate and Time Left.
In-Reply-To: <e63e6dc60904230228l7ad57a21h60ce3a341c68a916@mail.gmail.com>
References: <e63e6dc60904230228l7ad57a21h60ce3a341c68a916@mail.gmail.com>
Message-ID: <9756e1210904230236x67de3124mc7fa9e74b177df8c@mail.gmail.com>

Unfortunately, while mathematically correct it might not be.

You might have estimated 5 hours, put 4 hours into it and come across
some problems and it's now going to take you another 8.

So, it depends on how you use the estimate field.

2009/4/23 Tutu <bytespedition at gmail.com>:
> There are 3 fields in RT.
> Time Worked upon
> Time Estimate
> Time Left.
>
> Is Time Left not calculated from Time Estimated and Time Worked Upon for
> example
>
> if time worked upon is 10 Hours and Time estimated is 30 hours, the Time
> left should be calculated by RT as 20 hours.
> Is it not possible?
>
> Regards.
>
> _______________________________________________
> 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 bytespedition at gmail.com  Thu Apr 23 05:42:22 2009
From: bytespedition at gmail.com (Tutu)
Date: Thu, 23 Apr 2009 11:42:22 +0200
Subject: [rt-users] Time Estimate and Time Left.
In-Reply-To: <9756e1210904230236x67de3124mc7fa9e74b177df8c@mail.gmail.com>
References: <e63e6dc60904230228l7ad57a21h60ce3a341c68a916@mail.gmail.com>
	<9756e1210904230236x67de3124mc7fa9e74b177df8c@mail.gmail.com>
Message-ID: <e63e6dc60904230242gecec31ds1e428e7a18e6871c@mail.gmail.com>

My further queries in Red.

On Thu, Apr 23, 2009 at 11:36 AM, Berny Stapleton
<berny at technology.net.au>wrote:

> Unfortunately, while mathematically correct it might not be.
>
> You might have estimated 5 hours ----- you mean Time Estimated = 5 Hours ,
> put 4 hours into it ( what is 'it' here ? ) and come across
> some problems and it's now going to take you another 8. ( Hence, I will
> change my estimate to 8 hours in the Time Estimated field)
>
> So, it depends on how you use the estimate field.
> My question revolves around if Time Estimate, Time Worked Upon and Time
> Left are synchrnonised with each other. What I wanted is : If I put a value
> in Time Estimated field and Time Workedupon Field then the Time Left should
> give me a difference of the two.
>


> 2009/4/23 Tutu <bytespedition at gmail.com>:
> > There are 3 fields in RT.
> > Time Worked upon
> > Time Estimate
> > Time Left.
> >
> > Is Time Left not calculated from Time Estimated and Time Worked Upon for
> > example
> >
> > if time worked upon is 10 Hours and Time estimated is 30 hours, the Time
> > left should be calculated by RT as 20 hours.
> > Is it not possible?
> >
> > Regards.
> >
> > _______________________________________________
> > 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 bytespedition at gmail.com  Thu Apr 23 05:50:13 2009
From: bytespedition at gmail.com (Tutu)
Date: Thu, 23 Apr 2009 11:50:13 +0200
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
Message-ID: <e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>

Is there any query that I can make to show all the tickets which I have
bookmarked?
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From ruslan.zakirov at gmail.com  Thu Apr 23 08:03:51 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Apr 2009 16:03:51 +0400
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
	<e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
Message-ID: <589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>

id = '__Bookmarked__'

On Thu, Apr 23, 2009 at 1:50 PM, Tutu <bytespedition at gmail.com> wrote:
>
>
> Is there any query that I can make to show all the tickets which I have
> bookmarked?
>
>
> _______________________________________________
> 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 kmcdermo at purdue.edu  Thu Apr 23 08:55:38 2009
From: kmcdermo at purdue.edu (Keith A McDermott)
Date: Thu, 23 Apr 2009 08:55:38 -0400
Subject: [rt-users] Migration
In-Reply-To: <49EF4B48.3040108@lbl.gov>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>
	<E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>
	<8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>
	<8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>
	<49EF121A.9050100@purdue.edu> <49EF4B48.3040108@lbl.gov>
Message-ID: <49F0654A.20806@purdue.edu>

Kenn,

I have not, however I am definitely not too good at programming - let 
alone perl (my brain is hard-coded to procedural not object-oriented 
programming). Sounds interesting though as a possible side-project as 
we're not going to be live with RT for some time.

Keith

Ken Crocker wrote:
> Kieth,
>
> Have you thought about writing a program to copy all the Bugzilla data 
> into flatfiles that can then be used as input to another program that 
> uses API to create tickets, etc? We just converted an old legacy 
> ticket system into RT doing just that, comments and email included. 
> Converted 17,000 tickets. Of course, I had to take RT down and then 
> turn OFF /all/ scrips, etc (didn't need 17,00 emails going out). 
> Afterwards, I did a little bulk updating for some custom fields and 
> viola! All done. Tirn system on, Turn on scrips. ready to go.
>
>
> Kenn
> LBNL
>
> On 4/22/2009 5:48 AM, Keith A McDermott wrote:
>> I'd like to see this if it does eventually work. I gave up on converting 
>> our bugzilla database many months ago. Although we have 12,000 bugzilla 
>> tickets, it wasn't worth the time and pain for us to try to fix the script.
>>
>> Thanks,
>> Keith
>>
>> Javier Garcia wrote:
>>   
>>> OK. I?ve found out that my initialdata file is wrong. There?s nothing 
>>> on the @Groups array.
>>>
>>> I?ve downloaded a new initialdata file (the syntax is as follows):
>>>
>>> @Groups = (
>>>
>>> { Name => '',
>>>
>>> Type => 'Everyone', # loc
>>>
>>> Domain => 'SystemInternal',
>>>
>>> Instance => '',
>>>
>>> Description => 'Pseudogroup for internal use', # loc
>>>
>>> },
>>>
>>> But then I get a new error:
>>>
>>> Odd number of elements in hash assignment at 
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405.
>>>
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405:
>>>
>>> my %args = (
>>>
>>> Name => undef,
>>>
>>> Description => undef,
>>>
>>> Domain => undef,
>>>
>>> Type => undef,
>>>
>>> Instance => '0',
>>>
>>> InsideTransaction => undef,
>>>
>>> _RecordTransaction => 1,
>>>
>>> @_
>>>
>>> );
>>>
>>> I?m not an expert Perl developer, but I have tried modifying the 
>>> @Groups array, adding more fields or deleting others, but nothing, 
>>> same error.
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>>> *Javier Garcia
>>> *Sent:* 21 April 2009 10:50
>>> *To:* Jo Rhett
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Hi all,
>>>
>>> I have found the scripts here:
>>>
>>> http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_threaded#53073
>>>
>>> But they are not working. After following the README I ran ?sh 
>>> migrate.sh? and got the following:
>>>
>>> Could not load Everyone group on user creation. 
>>> (/opt/rt3/lib/RT/User_Overlay.pm:222)
>>>
>>> The error is on the following block:
>>>
>>> my $everyone = RT::Group->new($self->CurrentUser);
>>>
>>> $everyone->LoadSystemInternalGroup('Everyone');
>>>
>>> unless ($everyone->id) {
>>>
>>> $RT::Logger->crit("Could not load Everyone group on user creation.");
>>>
>>> $RT::Handle->Rollback();
>>>
>>> return ( 0, $self->loc('Could not create user') );
>>>
>>> }
>>>
>>> And we are not able to solve it. There?s no information about it on 
>>> the Internet. Any ideas?
>>>
>>> I have a hunch that it has to do with the relationship between the 
>>> principals, groups and ACL table.
>>>
>>> Any help would be greatly appreciated, otherwise we can continue 
>>> writing bespoke scripts to fit our needs.
>>>
>>> We are currently running RT 3.8.2 under Debian Etch.
>>>
>>> Cheers,
>>>
>>> Javier
>>>
>>> *From:* Jo Rhett [mailto:jrhett at netconsonance.com]
>>> *Sent:* 20 April 2009 17:34
>>> *To:* Javier Garcia
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Yes. Search the mailing list archives or Google. Both of which return 
>>> the script you need quickly.
>>>
>>> On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
>>>
>>>     We are manually migrating all our Bugzilla databases to RT using
>>>     Perl, but we are having issues with some of them and I can?t find
>>>     anything on the Internet.
>>>
>>>     Is there a documented way on How to migrate Bugzilla to RT?
>>>
>>>     Does anybody have a script for that?
>>>
>>>     PS: Both servers are running on Debian and using MySQL.
>>>
>>>     Thanks,
>>>
>>>     Javier Garcia
>>>
>>>     Systems Engineer
>>>
>>>     javier.garcia at snowvalley.com <mailto:javier.garcia at snowvalley.com>
>>>
>>>     10 Emerald Street, London, WC1N 3QA
>>>
>>>     Website: http://www.snowvalley.com <http://www.snowvalley.com/>
>>>
>>>     _______________________________________________
>>>     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
>>>
>>> -- 
>>>
>>> Jo Rhett
>>>
>>> Net Consonance : consonant endings by net philanthropy, open source 
>>> and other randomness
>>>
>>> ------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> 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 ktm at rice.edu  Thu Apr 23 08:59:57 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 23 Apr 2009 07:59:57 -0500
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
In-Reply-To: <49EF88B9.1000309@us.fujitsu.com>
References: <49EF88B9.1000309@us.fujitsu.com>
Message-ID: <20090423125957.GP18845@it.is.rice.edu>

Camron,

We do not include the '@' in our regex here, but if you do,
shouldn't it be escaped as well as the '.' characters?

Cheers,
Ken

On Wed, Apr 22, 2009 at 11:14:33AM -1000, Camron W. Fox wrote:
> Alle,
> 
> 	Running RT 3.6.6, RHEL 5.3, Apache 2.2.3 and Perl v5.8.8. When we try 
> to use the following in RT_SiteConfig.pm, nothing changes:
> 
> Set($CanonicalizeEmailAddressMatch , '@domain\.example\.ac\.jp$');
> Set($CanonicalizeEmailAddressReplace , '@domain.example.org');
> 
> 	Internally, we are domain.example.ac.jp but externally we are 
> domain.example.org (long story). What are we missing. Below are the 
> relevant(?) log entries:
> 
> [Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
> called with "naojtest at domain.example.ac.jp" by RT::CurrentUser 
> /opt/rt3/lib/RT/CurrentUser.pm 218 (/opt/rt3/local/lib/RT/User_Local.pm:328)
> [Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
> naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
> (/opt/rt3/local/lib/RT/User_Local.pm:347)
> [Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeUserInfo 
> called by RT::User /opt/rt3/lib/RT/User_Overlay.pm 192 with: Comments: 
> Autocreated on ticket submission, Disabled: 0, EmailAddress: 
> naojtest at domain.example.ac.jp, Name: naojtest at domain.example.ac.jp, 
> Password: , Privileged: 0, RealName: (Test User) 
> (/opt/rt3/local/lib/RT/User_Local.pm:380)
> [Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeUserInfo 
> returning Comments: Autocreated on ticket submission, Disabled: 0, 
> EmailAddress: naojtest at domain.example.ac.jp, Name: 
> naojtest at domain.example.ac.jp, Password: , Privileged: 0, RealName: 
> (Test User) (/opt/rt3/local/lib/RT/User_Local.pm:413)
> [Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
> called with "naojtest at domain.example.ac.jp" by RT::User 
> /opt/rt3/lib/RT/User_Overlay.pm 196 
> (/opt/rt3/local/lib/RT/User_Local.pm:328)
> [Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
> naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
> (/opt/rt3/local/lib/RT/User_Local.pm:347)
> [Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
> called with "naojtest at domain.example.ac.jp" by RT::User 
> /opt/rt3/lib/RT/User_Overlay.pm 563 
> (/opt/rt3/local/lib/RT/User_Local.pm:328)
> [Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
> naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
> (/opt/rt3/local/lib/RT/User_Local.pm:347)
> [Wed Apr 22 20:59:49 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
> called with "naojtest at domain.example.ac.jp" by RT::User 
> /opt/rt3/lib/RT/User_Overlay.pm 563 
> (/opt/rt3/local/lib/RT/User_Local.pm:328)
> [Wed Apr 22 20:59:49 2009] [info]: RT::User::CanonicalizeEmailAddress 
> naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
> (/opt/rt3/local/lib/RT/User_Local.pm:347)
> [Wed Apr 22 20:59:50 2009] [debug]: RT::User::CanonicalizeEmailAddress : 
> called with "naojtest at domain.example.ac.jp" by RT::CurrentUser 
> /opt/rt3/lib/RT/CurrentUser.pm 218 (/opt/rt3/local/lib/RT/User_Local.pm:328)
> [Wed Apr 22 20:59:50 2009] [info]: RT::User::CanonicalizeEmailAddress 
> naojtest at domain.example.ac.jp =>  naojtest at domain.example.ac.jp 
> (/opt/rt3/local/lib/RT/User_Local.pm:347)
> 
> Best Regards,
> Camron
> 
> -- 
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of America, Inc.
> E-mail:		cwfox at us.fujitsu.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 javier.garcia at SnowValley.com  Thu Apr 23 09:03:01 2009
From: javier.garcia at SnowValley.com (Javier Garcia)
Date: Thu, 23 Apr 2009 14:03:01 +0100
Subject: [rt-users] Migration
In-Reply-To: <49F0654A.20806@purdue.edu>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com>
	<E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com>
	<8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com>
	<8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com>
	<49EF121A.9050100@purdue.edu> <49EF4B48.3040108@lbl.gov>
	<49F0654A.20806@purdue.edu>
Message-ID: <8B08529E88A3624A9158BBADB6325C3506240A84@sv-mail.snowvalley.com>

Hi,

I've finally finished the migration.

We have to test everything but I'm reasonably happy about it.
I will send an update with my code changes asap.

Cheers,
Javier 

-----Original Message-----
From: Keith A McDermott [mailto:kmcdermo at purdue.edu] 
Sent: 23 April 2009 13:56
To: Ken Crocker
Cc: Javier Garcia; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Migration

Kenn,

I have not, however I am definitely not too good at programming - let 
alone perl (my brain is hard-coded to procedural not object-oriented 
programming). Sounds interesting though as a possible side-project as 
we're not going to be live with RT for some time.

Keith

Ken Crocker wrote:
> Kieth,
>
> Have you thought about writing a program to copy all the Bugzilla data

> into flatfiles that can then be used as input to another program that 
> uses API to create tickets, etc? We just converted an old legacy 
> ticket system into RT doing just that, comments and email included. 
> Converted 17,000 tickets. Of course, I had to take RT down and then 
> turn OFF /all/ scrips, etc (didn't need 17,00 emails going out). 
> Afterwards, I did a little bulk updating for some custom fields and 
> viola! All done. Tirn system on, Turn on scrips. ready to go.
>
>
> Kenn
> LBNL
>
> On 4/22/2009 5:48 AM, Keith A McDermott wrote:
>> I'd like to see this if it does eventually work. I gave up on
converting 
>> our bugzilla database many months ago. Although we have 12,000
bugzilla 
>> tickets, it wasn't worth the time and pain for us to try to fix the
script.
>>
>> Thanks,
>> Keith
>>
>> Javier Garcia wrote:
>>   
>>> OK. I've found out that my initialdata file is wrong. There's
nothing 
>>> on the @Groups array.
>>>
>>> I've downloaded a new initialdata file (the syntax is as follows):
>>>
>>> @Groups = (
>>>
>>> { Name => '',
>>>
>>> Type => 'Everyone', # loc
>>>
>>> Domain => 'SystemInternal',
>>>
>>> Instance => '',
>>>
>>> Description => 'Pseudogroup for internal use', # loc
>>>
>>> },
>>>
>>> But then I get a new error:
>>>
>>> Odd number of elements in hash assignment at 
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405.
>>>
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405:
>>>
>>> my %args = (
>>>
>>> Name => undef,
>>>
>>> Description => undef,
>>>
>>> Domain => undef,
>>>
>>> Type => undef,
>>>
>>> Instance => '0',
>>>
>>> InsideTransaction => undef,
>>>
>>> _RecordTransaction => 1,
>>>
>>> @_
>>>
>>> );
>>>
>>> I'm not an expert Perl developer, but I have tried modifying the 
>>> @Groups array, adding more fields or deleting others, but nothing, 
>>> same error.
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>>> *Javier Garcia
>>> *Sent:* 21 April 2009 10:50
>>> *To:* Jo Rhett
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Hi all,
>>>
>>> I have found the scripts here:
>>>
>>>
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_thread
ed#53073
>>>
>>> But they are not working. After following the README I ran "sh 
>>> migrate.sh" and got the following:
>>>
>>> Could not load Everyone group on user creation. 
>>> (/opt/rt3/lib/RT/User_Overlay.pm:222)
>>>
>>> The error is on the following block:
>>>
>>> my $everyone = RT::Group->new($self->CurrentUser);
>>>
>>> $everyone->LoadSystemInternalGroup('Everyone');
>>>
>>> unless ($everyone->id) {
>>>
>>> $RT::Logger->crit("Could not load Everyone group on user
creation.");
>>>
>>> $RT::Handle->Rollback();
>>>
>>> return ( 0, $self->loc('Could not create user') );
>>>
>>> }
>>>
>>> And we are not able to solve it. There's no information about it on 
>>> the Internet. Any ideas?
>>>
>>> I have a hunch that it has to do with the relationship between the 
>>> principals, groups and ACL table.
>>>
>>> Any help would be greatly appreciated, otherwise we can continue 
>>> writing bespoke scripts to fit our needs.
>>>
>>> We are currently running RT 3.8.2 under Debian Etch.
>>>
>>> Cheers,
>>>
>>> Javier
>>>
>>> *From:* Jo Rhett [mailto:jrhett at netconsonance.com]
>>> *Sent:* 20 April 2009 17:34
>>> *To:* Javier Garcia
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Yes. Search the mailing list archives or Google. Both of which
return 
>>> the script you need quickly.
>>>
>>> On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
>>>
>>>     We are manually migrating all our Bugzilla databases to RT using
>>>     Perl, but we are having issues with some of them and I can't
find
>>>     anything on the Internet.
>>>
>>>     Is there a documented way on How to migrate Bugzilla to RT?
>>>
>>>     Does anybody have a script for that?
>>>
>>>     PS: Both servers are running on Debian and using MySQL.
>>>
>>>     Thanks,
>>>
>>>     Javier Garcia
>>>
>>>     Systems Engineer
>>>
>>>     javier.garcia at snowvalley.com
<mailto:javier.garcia at snowvalley.com>
>>>
>>>     10 Emerald Street, London, WC1N 3QA
>>>
>>>     Website: http://www.snowvalley.com <http://www.snowvalley.com/>
>>>
>>>     _______________________________________________
>>>     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
>>>
>>> -- 
>>>
>>> Jo Rhett
>>>
>>> Net Consonance : consonant endings by net philanthropy, open source 
>>> and other randomness
>>>
>>>
------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> 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 jbaker at wgm.us  Thu Apr 23 09:25:52 2009
From: jbaker at wgm.us (Jon Baker)
Date: Thu, 23 Apr 2009 08:25:52 -0500
Subject: [rt-users] Printing tickets
In-Reply-To: <49EFB4BD.6000000@bitstatement.net>
References: <235ED22F-ACB7-425E-B851-903770F82AE9@wgm.us>
	<49EFB4BD.6000000@bitstatement.net>
Message-ID: <16894F13-F6FE-4F12-9C33-5917914DF306@wgm.us>

Yeah, unfortunately this is the _facilities_ department which means  
that you need to keep a pretty low expectation on the tech-savvyness  
of the people over there :-)  We changed their stylesheet to an older  
one which prints better, but I know I personally like the newer look  
much better than the older one.

I looked at the code and is there some sort of script that is writing  
the <style> tag to the document?  I looked at the style information  
with some of my firefox tools and notice that there is a bunch of  
statically assigned styles that don't exist in the regular source.   
The big issue that would be nice is to have control over the size of  
the font (so a ticket doesn't take 20 pages to print) and get rid of  
the blue background at the top.

On Apr 22, 2009, at 7:22 PM, Tom Lahti wrote:

> Printer driver setting to print in black & white instead of color  
> will save
> the ink.  Printer driver setting to duplex could save paper.  Many  
> printers
> have a "multiple page per sheet" driver setting as well.  A low tech
> solution, but a quickly implemented one too.
>
> For a plainer, terser rendering, if it were me, I would use the REST
> interface and build my own separate service that takes a login and  
> ticket ID
> as input and spits out the ticket in a terse format directly to a  
> printer,
> so I can control every aspect of it.  Building it into the existing  
> web
> interface wouldn't be terribly future proof -- you'd have to revisit  
> it
> every time you upgrade RT.
>
> I'm a big fan of keeping customizations _completely_ separate from  
> the app
> where possible, so I can upgrade on a whim without fear of horking  
> my custom
> stuff.

-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




From bytespedition at gmail.com  Thu Apr 23 10:33:32 2009
From: bytespedition at gmail.com (Tutu)
Date: Thu, 23 Apr 2009 16:33:32 +0200
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
	<e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
	<589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>
Message-ID: <e63e6dc60904230733u196f9209p658b33ba54edf5fb@mail.gmail.com>

No, id = '__Bookmarked__' doesnot work. Though when I go to the RT At a
Glance and select the BookmarkedTickets option then I see all the tickets
which I had bookmarked.

On Thu, Apr 23, 2009 at 2:03 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> id = '__Bookmarked__'
>
> On Thu, Apr 23, 2009 at 1:50 PM, Tutu <bytespedition at gmail.com> wrote:
> >
> >
> > Is there any query that I can make to show all the tickets which I have
> > bookmarked?
> >
> >
> > _______________________________________________
> > 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.
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090423/32cf12d2/attachment.htm>

From ruslan.zakirov at gmail.com  Thu Apr 23 11:24:57 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Apr 2009 19:24:57 +0400
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <e63e6dc60904230733u196f9209p658b33ba54edf5fb@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
	<e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
	<589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>
	<e63e6dc60904230733u196f9209p658b33ba54edf5fb@mail.gmail.com>
Message-ID: <589c94400904230824u1fe33d6ald823fea9419aa23b@mail.gmail.com>

You either using 3.8.0, forgot unlimit search results or doing
something wrong :)

On Thu, Apr 23, 2009 at 6:33 PM, Tutu <bytespedition at gmail.com> wrote:
> No, id = '__Bookmarked__' doesnot work. Though when I go to the RT At a
> Glance and select the BookmarkedTickets option then I see all the tickets
> which I had bookmarked.
>
> On Thu, Apr 23, 2009 at 2:03 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>
> wrote:
>>
>> id = '__Bookmarked__'
>>
>> On Thu, Apr 23, 2009 at 1:50 PM, Tutu <bytespedition at gmail.com> wrote:
>> >
>> >
>> > Is there any query that I can make to show all the tickets which I have
>> > bookmarked?
>> >
>> >
>> > _______________________________________________
>> > 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.
>
>



-- 
Best regards, Ruslan.


From bogey_63 at yahoo.com  Thu Apr 23 12:21:42 2009
From: bogey_63 at yahoo.com (who else)
Date: Thu, 23 Apr 2009 09:21:42 -0700 (PDT)
Subject: [rt-users] Error on including RTFM Article in Answer to Ticket
In-Reply-To: <22273535.post@talk.nabble.com>
References: <22247095.post@talk.nabble.com> <22273535.post@talk.nabble.com>
Message-ID: <23197445.post@talk.nabble.com>


I'd like to bring up this apparently old one, because someone got me on the
right track, although he isn't on this list. So i'll share, what he said,
and finally got me out of this mess:

>Wanted to let you know I found what your problem is in your RTFM 
>article attachment. I was having the same issue and finally saw our 
>problem based on yours. The issue is something to do with the way it 
>parses the organization name in your RT_SiteConfig.pm if there is a 
>space in that name RTFM doesn't know how to handle it. Yours apparently 
>ends in IT, mine ended in Inc. I just changed my organization name to 
>not have spaces and it worked like a charm.
>It would be good if you go ahead and respond to your initial rt-users 
>post with the solution so anyone else who experiences the problem can 
>find the solution. I would but I've never joined the list. Hope this 
>helps you as it did me.

In fact, this was indeed the problem, so now it works and perhaps you'll
find this, if you run in this problem.

Best

w_e

who else wrote:
> 
> Hi there,
> 
> after reading the chapter about custom fields in "RT Essentials" i 
> thought, setting rights on the custom field, like this:
> 
> everybody "show custom field"
> privileged "show custom field"
> privileged "edit custom field"
> 
> could do the trick, but no way, the error won't go away.:-(
> 
> Best
> 
> w_e
> 
> 
> who else wrote:
>> 
>> Hi all,
>> 
>> am a newbie with RT and RTFM, but got it up and running for two days now.
>> I figured out a lot of things myself, and besides buying RT Essentials,
>> which will amazon will ship today, and checking out various options in
>> RT, i got a weird Errormessage, where neither Uncle Google finds anything
>> nor Auntie Searchbutton here in the list archives.
>> 
>> So, the error message is:
>> 
>> Can't call method "Id" on an undefined value at
>> /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133. 
>> 
>> What happened before:
>> 
>> I configured RTFM, created two classes and a bunch of topics, as well as
>> a wikitext entry user defined field, to be able to enter the long version
>> of the summary. Then i entered some articles to check out the article
>> integration in RT
>> 
>> I opened a new ticket and clicked on answer. Then i selected an Entry of
>> RTFM to be included in the answer. Which was shown in the text editor
>> after i made changes to another field and hit the Enterkey. I selected
>> the entry by popuplist, by entering the article number i got the same
>> errormessage
>> 
>> Then i clicked on the "Update" Button and was presented with the error
>> message above.
>> 
>> I don't claim that my workflow is correct :-), but i was wondering about
>> this error message. Since no search yielded in any information i hope
>> someone here has an idea about this.
>> 
>> RT 3.8.2 (and RTFM 2.4.2 i think it is, latest version) is running on
>> Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/0.9.8c
>> mod_perl/2.0.2 Perl/v5.8.8 
>> 
>> My apache error.log says something like this:
>> 
>>  [warning]: Could not determine a URI scheme for IT/article/3
>> (/opt/rt3/bin/../lib/RT/URI.pm:139)
>> (in fact i wanted to include article #3 in the email)
>> 
>>  Everything else is seems to run smooth enough, no hiccups whatsoever,
>> currently :-)
>> 
>> It might be a configuration issue, but i haven't any clue, where to check
>> this out.
>> 
>> So, if you got a chance to let me know, where i will have to dig deeper
>> into, i'd be glad. I wouldn't mind a pointer how to fix this either.
>> 
>> Thank you for your time.
>> 
>> Best
>> 
>> w_e
>> 
>> 
>> 
>> 
>> 
> 
> 

-- 
View this message in context: http://www.nabble.com/Error-on-including-RTFM-Article-in-Answer-to-Ticket-tp22247095p23197445.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From evilchili at gmail.com  Thu Apr 23 12:38:28 2009
From: evilchili at gmail.com (greg boyington)
Date: Thu, 23 Apr 2009 12:38:28 -0400
Subject: [rt-users] how to force all admincc replies to be handled as
	comments
Message-ID: <5e53e1be0904230938o7c356184mf48405c99654347d@mail.gmail.com>

Hello List,

I have a single queue in RT for which I would like to have all
correspondence except from requestor and ticket owner to be handled as
comments.  The goal is to allow the AdminCCs to discuss the ticket via
email without those emails going to the requestor.

I can see several ways of doing this, but I'm hoping the list can
provide some suggestions for best practices here -- ideally I'd like
to do this with a scrip on the single queue, rather than modifying
global scrips.

Thanks!
Greg


From falcone at bestpractical.com  Thu Apr 23 13:01:36 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Apr 2009 13:01:36 -0400
Subject: [rt-users] Error on including RTFM Article in Answer to Ticket
In-Reply-To: <23197445.post@talk.nabble.com>
References: <22247095.post@talk.nabble.com> <22273535.post@talk.nabble.com>
	<23197445.post@talk.nabble.com>
Message-ID: <D37F7826-997A-43A1-8AD6-ECDDEA1E0CD9@bestpractical.com>


On Apr 23, 2009, at 12:21 PM, who else wrote:

> I'd like to bring up this apparently old one, because someone got me  
> on the
> right track, although he isn't on this list. So i'll share, what he  
> said,
> and finally got me out of this mess:
>
>> Wanted to let you know I found what your problem is in your RTFM
>> article attachment. I was having the same issue and finally saw our
>> problem based on yours. The issue is something to do with the way it
>> parses the organization name in your RT_SiteConfig.pm if there is a
>> space in that name RTFM doesn't know how to handle it. Yours  
>> apparently
>> ends in IT, mine ended in Inc. I just changed my organization name to
>> not have spaces and it worked like a charm.
>> It would be good if you go ahead and respond to your initial rt-users
>> post with the solution so anyone else who experiences the problem can
>> find the solution. I would but I've never joined the list. Hope this
>> helps you as it did me.

I will note that the docs for Organization say:
"You should set this to your organization's DNS domain"
Which presumably doesn't have a space in it.

I've bounced your email into the bugtracker because we may want
to either handle this case or warn in the logs if Organization looks
invalid.

-kevin

> In fact, this was indeed the problem, so now it works and perhaps  
> you'll
> find this, if you run in this problem.
>
> Best
>
> w_e
>
> who else wrote:
>>
>> Hi there,
>>
>> after reading the chapter about custom fields in "RT Essentials" i
>> thought, setting rights on the custom field, like this:
>>
>> everybody "show custom field"
>> privileged "show custom field"
>> privileged "edit custom field"
>>
>> could do the trick, but no way, the error won't go away.:-(
>>
>> Best
>>
>> w_e
>>
>>
>> who else wrote:
>>>
>>> Hi all,
>>>
>>> am a newbie with RT and RTFM, but got it up and running for two  
>>> days now.
>>> I figured out a lot of things myself, and besides buying RT  
>>> Essentials,
>>> which will amazon will ship today, and checking out various  
>>> options in
>>> RT, i got a weird Errormessage, where neither Uncle Google finds  
>>> anything
>>> nor Auntie Searchbutton here in the list archives.
>>>
>>> So, the error message is:
>>>
>>> Can't call method "Id" on an undefined value at
>>> /opt/rt3/local/plugins/RT-FM/lib/RT/URI/fsck_com_rtfm.pm line 133.
>>>
>>> What happened before:
>>>
>>> I configured RTFM, created two classes and a bunch of topics, as  
>>> well as
>>> a wikitext entry user defined field, to be able to enter the long  
>>> version
>>> of the summary. Then i entered some articles to check out the  
>>> article
>>> integration in RT
>>>
>>> I opened a new ticket and clicked on answer. Then i selected an  
>>> Entry of
>>> RTFM to be included in the answer. Which was shown in the text  
>>> editor
>>> after i made changes to another field and hit the Enterkey. I  
>>> selected
>>> the entry by popuplist, by entering the article number i got the  
>>> same
>>> errormessage
>>>
>>> Then i clicked on the "Update" Button and was presented with the  
>>> error
>>> message above.
>>>
>>> I don't claim that my workflow is correct :-), but i was wondering  
>>> about
>>> this error message. Since no search yielded in any information i  
>>> hope
>>> someone here has an idea about this.
>>>
>>> RT 3.8.2 (and RTFM 2.4.2 i think it is, latest version) is running  
>>> on
>>> Apache/2.2.3 (Debian) PHP/5.2.0-8+etch13 mod_ssl/2.2.3 OpenSSL/ 
>>> 0.9.8c
>>> mod_perl/2.0.2 Perl/v5.8.8
>>>
>>> My apache error.log says something like this:
>>>
>>> [warning]: Could not determine a URI scheme for IT/article/3
>>> (/opt/rt3/bin/../lib/RT/URI.pm:139)
>>> (in fact i wanted to include article #3 in the email)
>>>
>>> Everything else is seems to run smooth enough, no hiccups  
>>> whatsoever,
>>> currently :-)
>>>
>>> It might be a configuration issue, but i haven't any clue, where  
>>> to check
>>> this out.
>>>
>>> So, if you got a chance to let me know, where i will have to dig  
>>> deeper
>>> into, i'd be glad. I wouldn't mind a pointer how to fix this either.
>>>
>>> Thank you for your time.
>>>
>>> Best
>>>
>>> w_e
>>>
>>>
>>>
>>>
>>>
>>
>>
>
> -- 
> View this message in context: http://www.nabble.com/Error-on-including-RTFM-Article-in-Answer-to-Ticket-tp22247095p23197445.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 jrhett at netconsonance.com  Thu Apr 23 13:13:17 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Thu, 23 Apr 2009 10:13:17 -0700
Subject: [rt-users] how to force all admincc replies to be handled as
	comments
In-Reply-To: <5e53e1be0904230938o7c356184mf48405c99654347d@mail.gmail.com>
References: <5e53e1be0904230938o7c356184mf48405c99654347d@mail.gmail.com>
Message-ID: <E6C599B6-12AD-4C4B-ACE4-F501EBF41158@netconsonance.com>

That's why each queue can have a separate comment address.  Have the  
AdminCCs respond to that address.

On Apr 23, 2009, at 9:38 AM, greg boyington wrote:
> I have a single queue in RT for which I would like to have all
> correspondence except from requestor and ticket owner to be handled as
> comments.  The goal is to allow the AdminCCs to discuss the ticket via
> email without those emails going to the requestor.
>
> I can see several ways of doing this, but I'm hoping the list can
> provide some suggestions for best practices here -- ideally I'd like
> to do this with a scrip on the single queue, rather than modifying
> global scrips.
>
> Thanks!
> Greg
> _______________________________________________
> 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

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From toml at bitstatement.net  Thu Apr 23 13:14:10 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 23 Apr 2009 10:14:10 -0700
Subject: [rt-users] Ruby -> REST, part 2
In-Reply-To: <6e0950270904222142m3072afb3pf249bff04fd7b66c@mail.gmail.com>
References: <6e0950270904222142m3072afb3pf249bff04fd7b66c@mail.gmail.com>
Message-ID: <49F0A1E2.5020007@bitstatement.net>

> Content-Disposition: form-data; name="content"
> 
> Ticket: 5702
> Action: comment
> Text: Adding attachment(s).
> Attachment: attachment.txt


Your form is wrong.

This is a different issue than what I had, but the results of that 
exercise are a ruby library which has been open-sourced.  You can make 
your life a lot easier by installing and using rt-client from rubyforge. 
  "gem install rt-client" should do the trick, and then:

rt= RT_Client.new( :server  => "https://your.rt-server.com/",
                    :user    => "rt_user",
                    :pass    => "rt_pass" )
rt.comment( :id   => 5702,
             :Text => "Adding attachment(s).",
             :Attachment => "attachment.txt" )

and the library will take care of all the gory details for you.


From jpierce at cambridgeenergyalliance.org  Thu Apr 23 13:19:59 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 23 Apr 2009 13:19:59 -0400
Subject: [rt-users] how to force all admincc replies to be handled as
	comments
In-Reply-To: <E6C599B6-12AD-4C4B-ACE4-F501EBF41158@netconsonance.com>
References: <5e53e1be0904230938o7c356184mf48405c99654347d@mail.gmail.com> 
	<E6C599B6-12AD-4C4B-ACE4-F501EBF41158@netconsonance.com>
Message-ID: <be7163f0904231019x169e76aas9776c14e04700515@mail.gmail.com>

On Thu, Apr 23, 2009 at 13:13, Jo Rhett <jrhett at netconsonance.com> wrote:
> That's why each queue can have a separate comment address. ?Have the
> AdminCCs respond to that address.
In particular, with the mailgate in 3.8.2 it can be as simple as:
queueAddr at example.com to correspond,
and queueAddr+comment at example.com to comment.

Then just set the reply-to  in your Admin Correspondence template to the
comment address; untested but should work, and there are myriad alts.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From tjrc at sanger.ac.uk  Thu Apr 23 13:26:58 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 23 Apr 2009 18:26:58 +0100
Subject: [rt-users] Set CustomField from scrip action SOLVED
In-Reply-To: <1239300244.27986.1309812281@webmail.messagingengine.com>
References: <1239237368.24548.1309685439@webmail.messagingengine.com>
	<1239300244.27986.1309812281@webmail.messagingengine.com>
Message-ID: <D4BF8E2B-9A25-41B0-90CF-3EAFA8C80EC5@sanger.ac.uk>


On 9 Apr 2009, at 7:04 pm, Nick Kartsioukas wrote:

> On Wed, 08 Apr 2009 17:36:08 -0700, "Nick Kartsioukas"
> <change+lists.rt at nightwind.net> said:
>> my $cf = RT::CustomField->new( $RT::SystemUser );
>> $cf->LoadByName( Name => 'createdbyemail' );
>> $self->TicketObj->AddCustomFieldValue( Field => $cf, Value =>  
>> 'yes' );
>> return 1;
>
> Got it.  Should be double-quotes instead of single-quotes for the  
> value
> to set, so:
> $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => "yes" );

Single vs double quotes in that context shouldn't make any difference...

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From tjrc at sanger.ac.uk  Thu Apr 23 13:31:10 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 23 Apr 2009 18:31:10 +0100
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<49E1A7CA.40804@mococo.nl>
	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
	<49E1C607.3050007@mococo.nl>
	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>
	<a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>
Message-ID: <FEF7C7CF-DA05-448C-BBF9-8BBCF546EBC3@sanger.ac.uk>


On 12 Apr 2009, at 11:51 am, Asif Iqbal wrote:

> mysqlcheck says this btw,
>
> [..all OK..]
> rt3.Users                                          OK
> rt3.sessions
> warning  : Table is marked as crashed and last repair failed
> warning  : 9 clients are using or haven't closed the table properly
> warning  : Size of indexfile is: 12666880      Should be: 1024
> error    : Found too long record at 82812800
> error    : Corrupt
>

This happened to me the other day when the VM running our RT fell  
over.  I shut down the web interface, shut down mysql, and then used  
myisamchk to repair the table:

myisamchk --max-record-length=1000000 --safe-recover /var/lib/mysql/ 
rtdb/sessions.MYI

I then restarted the database and apache, and all was well.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From cwfox at us.fujitsu.com  Thu Apr 23 13:42:50 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Thu, 23 Apr 2009 07:42:50 -1000
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
In-Reply-To: <20090423125957.GP18845@it.is.rice.edu>
References: <49EF88B9.1000309@us.fujitsu.com>
	<20090423125957.GP18845@it.is.rice.edu>
Message-ID: <49F0A89A.4050000@us.fujitsu.com>

Kenneth Marshall wrote:
> Camron,
> 
> We do not include the '@' in our regex here, but if you do,
> shouldn't it be escaped as well as the '.' characters?
> 
> Cheers,
> Ken
> 
Ken,

	We're just following the example from the documentation and RT_Config.pm:

# RT provides functionality which allows the system to rewrite
# incoming email addresses.  In its simplest form,
# you can substitute the value in CanonicalizeEmailAddressReplace
# for the value in CanonicalizeEmailAddressMatch
# (These values are passed to the CanonicalizeEmailAddress subroutine in 
RT/User.pm)
# By default, that routine performs a s/$Match/$Replace/gi on any 
address passed to it

#Set($CanonicalizeEmailAddressMatch , '@subdomain\.example\.com$');
#Set($CanonicalizeEmailAddressReplace , '@example.com');

	We've tested s/$Match/$Replace/gi with the same regex and it works, so 
that's why we thought we might be missing something.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From ktm at rice.edu  Thu Apr 23 13:46:48 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 23 Apr 2009 12:46:48 -0500
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
In-Reply-To: <49F0A89A.4050000@us.fujitsu.com>
References: <49EF88B9.1000309@us.fujitsu.com>
	<20090423125957.GP18845@it.is.rice.edu>
	<49F0A89A.4050000@us.fujitsu.com>
Message-ID: <20090423174648.GT18845@it.is.rice.edu>

It is a bit pedantic, but have you flushed the Mason cache
and restarted RT?

Ken

On Thu, Apr 23, 2009 at 07:42:50AM -1000, Camron W. Fox wrote:
> Kenneth Marshall wrote:
> > Camron,
> > 
> > We do not include the '@' in our regex here, but if you do,
> > shouldn't it be escaped as well as the '.' characters?
> > 
> > Cheers,
> > Ken
> > 
> Ken,
> 
> 	We're just following the example from the documentation and RT_Config.pm:
> 
> # RT provides functionality which allows the system to rewrite
> # incoming email addresses.  In its simplest form,
> # you can substitute the value in CanonicalizeEmailAddressReplace
> # for the value in CanonicalizeEmailAddressMatch
> # (These values are passed to the CanonicalizeEmailAddress subroutine in 
> RT/User.pm)
> # By default, that routine performs a s/$Match/$Replace/gi on any 
> address passed to it
> 
> #Set($CanonicalizeEmailAddressMatch , '@subdomain\.example\.com$');
> #Set($CanonicalizeEmailAddressReplace , '@example.com');
> 
> 	We've tested s/$Match/$Replace/gi with the same regex and it works, so 
> that's why we thought we might be missing something.
> 
> Best Regards,
> Camron
> 
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of America, Inc.
> E-mail:		cwfox at us.fujitsu.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 ktm at rice.edu  Thu Apr 23 13:50:47 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 23 Apr 2009 12:50:47 -0500
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <FEF7C7CF-DA05-448C-BBF9-8BBCF546EBC3@sanger.ac.uk>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<49E1A7CA.40804@mococo.nl>
	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
	<49E1C607.3050007@mococo.nl>
	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>
	<a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>
	<FEF7C7CF-DA05-448C-BBF9-8BBCF546EBC3@sanger.ac.uk>
Message-ID: <20090423175047.GU18845@it.is.rice.edu>

Tim,

I am curious. Are you using InnoDB tables or MyISAM tables?
I thought that RT needed InnoDB. Does it have a problem with
system crashes and recovery with InnoDB?

Just wondering.
Ken
On Thu, Apr 23, 2009 at 06:31:10PM +0100, Tim Cutts wrote:
> 
> On 12 Apr 2009, at 11:51 am, Asif Iqbal wrote:
> 
> > mysqlcheck says this btw,
> >
> > [..all OK..]
> > rt3.Users                                          OK
> > rt3.sessions
> > warning  : Table is marked as crashed and last repair failed
> > warning  : 9 clients are using or haven't closed the table properly
> > warning  : Size of indexfile is: 12666880      Should be: 1024
> > error    : Found too long record at 82812800
> > error    : Corrupt
> >
> 
> This happened to me the other day when the VM running our RT fell  
> over.  I shut down the web interface, shut down mysql, and then used  
> myisamchk to repair the table:
> 
> myisamchk --max-record-length=1000000 --safe-recover /var/lib/mysql/ 
> rtdb/sessions.MYI
> 
> I then restarted the database and apache, and all was well.
> 
> Tim
> 
> 
> -- 
>  The Wellcome Trust Sanger Institute is operated by Genome Research 
>  Limited, a charity registered in England with number 1021457 and a 
>  company registered in England with number 2742969, whose registered 
>  office is 215 Euston Road, London, NW1 2BE. 
> _______________________________________________
> 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 bytespedition at gmail.com  Thu Apr 23 13:54:17 2009
From: bytespedition at gmail.com (Tutu)
Date: Thu, 23 Apr 2009 19:54:17 +0200
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <589c94400904230824u1fe33d6ald823fea9419aa23b@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
	<e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
	<589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>
	<e63e6dc60904230733u196f9209p658b33ba54edf5fb@mail.gmail.com>
	<589c94400904230824u1fe33d6ald823fea9419aa23b@mail.gmail.com>
Message-ID: <e63e6dc60904231054t199d8560o90049a79e0d68d78@mail.gmail.com>

Yes, I am using 3.8.0. This is what I can see on the browser below.

?|? RT 3.8.0 Alle Rechte vorbehalten 1996-2008 Best Practical
Solutions, LLC<http://www.bestpractical.com/?rt=3.8.0>.


Whats the problem in 3.8.0. Do I need to upgrade the system? Is there any
workaround?  The unmilited search is ON.

Regards.


On Thu, Apr 23, 2009 at 5:24 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> You either using 3.8.0, forgot unlimit search results or doing
> something wrong :)
>
> On Thu, Apr 23, 2009 at 6:33 PM, Tutu <bytespedition at gmail.com> wrote:
> > No, id = '__Bookmarked__' doesnot work. Though when I go to the RT At a
> > Glance and select the BookmarkedTickets option then I see all the tickets
> > which I had bookmarked.
> >
> > On Thu, Apr 23, 2009 at 2:03 PM, Ruslan Zakirov <
> ruslan.zakirov at gmail.com>
> > wrote:
> >>
> >> id = '__Bookmarked__'
> >>
> >> On Thu, Apr 23, 2009 at 1:50 PM, Tutu <bytespedition at gmail.com> wrote:
> >> >
> >> >
> >> > Is there any query that I can make to show all the tickets which I
> have
> >> > bookmarked?
> >> >
> >> >
> >> > _______________________________________________
> >> > 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.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
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From toml at bitstatement.net  Thu Apr 23 13:54:03 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 23 Apr 2009 10:54:03 -0700
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <20090423175047.GU18845@it.is.rice.edu>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>	<49E1A7CA.40804@mococo.nl>	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>	<49E1C607.3050007@mococo.nl>	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>	<a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>	<FEF7C7CF-DA05-448C-BBF9-8BBCF546EBC3@sanger.ac.uk>
	<20090423175047.GU18845@it.is.rice.edu>
Message-ID: <49F0AB3B.50701@bitstatement.net>

Kenneth Marshall wrote:
> Tim,
> 
> I am curious. Are you using InnoDB tables or MyISAM tables?
> I thought that RT needed InnoDB. Does it have a problem with
> system crashes and recovery with InnoDB?
> 
> Just wondering.
> Ken

I was just about to say the same thing when this came in.  I think you want
InnoDB tables, not MyISAM.  In particular, large tables like the attachment
table will have problems, and frequently updated tables like the session
table will have crash recovery issues.  The crash recovery in the InnoDB
backend is more robust, as is the indexing methodology.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From cwfox at us.fujitsu.com  Thu Apr 23 14:19:24 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Thu, 23 Apr 2009 08:19:24 -1000
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
In-Reply-To: <20090423174648.GT18845@it.is.rice.edu>
References: <49EF88B9.1000309@us.fujitsu.com>
	<20090423125957.GP18845@it.is.rice.edu>
	<49F0A89A.4050000@us.fujitsu.com>
	<20090423174648.GT18845@it.is.rice.edu>
Message-ID: <49F0B12C.9060405@us.fujitsu.com>

Kenneth Marshall wrote:
> It is a bit pedantic, but have you flushed the Mason cache
> and restarted RT?
> 
> Ken
> 
Ken,

	We *did* restart Apache, but as we weren't using 
CanonicalizeEmailAddressMatch/Replace prior to this, there shouldn't be 
anything cached there, should there?

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From ktm at rice.edu  Thu Apr 23 14:32:44 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 23 Apr 2009 13:32:44 -0500
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
In-Reply-To: <49F0B12C.9060405@us.fujitsu.com>
References: <49EF88B9.1000309@us.fujitsu.com>
	<20090423125957.GP18845@it.is.rice.edu>
	<49F0A89A.4050000@us.fujitsu.com>
	<20090423174648.GT18845@it.is.rice.edu>
	<49F0B12C.9060405@us.fujitsu.com>
Message-ID: <20090423183244.GX18845@it.is.rice.edu>

Do a recursive grep on the files in the Mason cache for the
variable or regex. It may be cached but I am not familiar enough
with the startup process to know without checking. A cached
"no value" would result in the behavior you are seeing.

Cheers,
Ken

On Thu, Apr 23, 2009 at 08:19:24AM -1000, Camron W. Fox wrote:
> Kenneth Marshall wrote:
> > It is a bit pedantic, but have you flushed the Mason cache
> > and restarted RT?
> > 
> > Ken
> > 
> Ken,
> 
> 	We *did* restart Apache, but as we weren't using 
> CanonicalizeEmailAddressMatch/Replace prior to this, there shouldn't be 
> anything cached there, should there?
> 
> Best Regards,
> Camron
> 
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of America, Inc.
> E-mail:		cwfox at us.fujitsu.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 ruslan.zakirov at gmail.com  Thu Apr 23 14:34:47 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Apr 2009 22:34:47 +0400
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <e63e6dc60904231054t199d8560o90049a79e0d68d78@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
	<e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
	<589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>
	<e63e6dc60904230733u196f9209p658b33ba54edf5fb@mail.gmail.com>
	<589c94400904230824u1fe33d6ald823fea9419aa23b@mail.gmail.com>
	<e63e6dc60904231054t199d8560o90049a79e0d68d78@mail.gmail.com>
Message-ID: <589c94400904231134n3babf358uaa87d5707be05334@mail.gmail.com>

In 3.8.0 you can not do what you want.

On Thu, Apr 23, 2009 at 9:54 PM, Tutu <bytespedition at gmail.com> wrote:
> Yes, I am using 3.8.0. This is what I can see on the browser below.
>
> ?|? RT 3.8.0 Alle Rechte vorbehalten 1996-2008 Best Practical Solutions,
> LLC.
>
> Whats the problem in 3.8.0. Do I need to upgrade the system? Is there any
> workaround?? The unmilited search is ON.
>
> Regards.
>
>
> On Thu, Apr 23, 2009 at 5:24 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>
> wrote:
>>
>> You either using 3.8.0, forgot unlimit search results or doing
>> something wrong :)
>>
>> On Thu, Apr 23, 2009 at 6:33 PM, Tutu <bytespedition at gmail.com> wrote:
>> > No, id = '__Bookmarked__' doesnot work. Though when I go to the RT At a
>> > Glance and select the BookmarkedTickets option then I see all the
>> > tickets
>> > which I had bookmarked.
>> >
>> > On Thu, Apr 23, 2009 at 2:03 PM, Ruslan Zakirov
>> > <ruslan.zakirov at gmail.com>
>> > wrote:
>> >>
>> >> id = '__Bookmarked__'
>> >>
>> >> On Thu, Apr 23, 2009 at 1:50 PM, Tutu <bytespedition at gmail.com> wrote:
>> >> >
>> >> >
>> >> > Is there any query that I can make to show all the tickets which I
>> >> > have
>> >> > bookmarked?
>> >> >
>> >> >
>> >> > _______________________________________________
>> >> > 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.
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Thu Apr 23 14:38:32 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 23 Apr 2009 11:38:32 -0700
Subject: [rt-users] Ticket CC's
In-Reply-To: <589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
	<20090422073332.GQ8826@feynman.spatium.org>
	<589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com>
Message-ID: <49F0B5A8.1030702@lbl.gov>

Ruslan,

    Another quick (and I hope simple) question. Can I set up RT so that 
only certain queues (separate email addresses) do the parsing of cc's? 
Thanks.


Kenn
LBNL

On 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
> On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda <pht at spatium.org> wrote:
>   
>> Ruslan Zakirov wrote 1407 bytes:
>>     
>>> It's an option in the config. ParseNewMessages...
>>>       
>> On that note, I'll add a few observations:
>>
>> 1) RT does not add CCs of responses into ticket, ie. there is an
>> existing ticket, and during the e-mail conversation I'll CC to someone
>> and I expect them to be added as ticket CC.
>>     
> Search for ParseNewMessage on the wiki and you quickly find:
> http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs
>
>   
>> 2) If some of the CCs are already elsewhere in the ticket (eg. admincc),
>> RT will happily send duplicate mails to the same address.
>>     
> Search by "duplicate" in archives and you quickly find
> http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354
>
>   
>> Regards,
>> Michal Svoboda
>> _______________________________________________
>> 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 cwfox at us.fujitsu.com  Thu Apr 23 14:38:55 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Thu, 23 Apr 2009 08:38:55 -1000
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
In-Reply-To: <20090423183244.GX18845@it.is.rice.edu>
References: <49EF88B9.1000309@us.fujitsu.com>
	<20090423125957.GP18845@it.is.rice.edu>
	<49F0A89A.4050000@us.fujitsu.com>
	<20090423174648.GT18845@it.is.rice.edu>
	<49F0B12C.9060405@us.fujitsu.com>
	<20090423183244.GX18845@it.is.rice.edu>
Message-ID: <49F0B5BF.2060803@us.fujitsu.com>

Kenneth Marshall wrote:
> Do a recursive grep on the files in the Mason cache for the
> variable or regex. It may be cached but I am not familiar enough
> with the startup process to know without checking. A cached
> "no value" would result in the behavior you are seeing.
> 
> Cheers,
> Ken
> 

Ken,

	And the winner is...neither...

[root at admin mason_data]# find . -exec grep -i canon {} \;
# This code canonicalizes time inputs in hours into minutes
     if ( RT::Interface::Web::WebCanonicalizeInfo() ) {
         $user = RT::Interface::Web::WebCanonicalizeInfo();
[root at admin mason_data]# find . -exec grep 'domain.example.ac.jp' {} \;
[root at admin mason_data]# find . -exec grep 'domain.example.org' {} \;
[root at admin mason_data]#

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From ruslan.zakirov at gmail.com  Thu Apr 23 14:46:56 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 23 Apr 2009 22:46:56 +0400
Subject: [rt-users] Ticket CC's
In-Reply-To: <49F0B5A8.1030702@lbl.gov>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
	<20090422073332.GQ8826@feynman.spatium.org>
	<589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com>
	<49F0B5A8.1030702@lbl.gov>
Message-ID: <589c94400904231146y6fe86e5m88af28c67b52b268@mail.gmail.com>

you have to write custom code for that

On Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> Ruslan,
>
> ??? Another quick (and I hope simple) question. Can I set up RT so that only
> certain queues (separate email addresses) do the parsing of cc's? Thanks.
>
>
> Kenn
> LBNL
>
> On 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
>
> On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda <pht at spatium.org> wrote:
>
>
> Ruslan Zakirov wrote 1407 bytes:
>
>
> It's an option in the config. ParseNewMessages...
>
>
> On that note, I'll add a few observations:
>
> 1) RT does not add CCs of responses into ticket, ie. there is an
> existing ticket, and during the e-mail conversation I'll CC to someone
> and I expect them to be added as ticket CC.
>
>
> Search for ParseNewMessage on the wiki and you quickly find:
> http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs
>
>
>
> 2) If some of the CCs are already elsewhere in the ticket (eg. admincc),
> RT will happily send duplicate mails to the same address.
>
>
> Search by "duplicate" in archives and you quickly find
> http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354
>
>
>
> Regards,
> Michal Svoboda
> _______________________________________________
> 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  Thu Apr 23 15:49:03 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 23 Apr 2009 12:49:03 -0700
Subject: [rt-users] Ticket CC's
In-Reply-To: <589c94400904231146y6fe86e5m88af28c67b52b268@mail.gmail.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
	<20090422073332.GQ8826@feynman.spatium.org>
	<589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com>
	<49F0B5A8.1030702@lbl.gov>
	<589c94400904231146y6fe86e5m88af28c67b52b268@mail.gmail.com>
Message-ID: <49F0C62F.7050906@lbl.gov>

Ruslan,

    OK. Thanks.

Kenn
LBNL

On 4/23/2009 11:46 AM, Ruslan Zakirov wrote:
> you have to write custom code for that
>
> On Thu, Apr 23, 2009 at 10:38 PM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> Ruslan,
>>
>>     Another quick (and I hope simple) question. Can I set up RT so that only
>> certain queues (separate email addresses) do the parsing of cc's? Thanks.
>>
>>
>> Kenn
>> LBNL
>>
>> On 4/22/2009 1:10 AM, Ruslan Zakirov wrote:
>>
>> On Wed, Apr 22, 2009 at 11:33 AM, Michal Svoboda <pht at spatium.org> wrote:
>>
>>
>> Ruslan Zakirov wrote 1407 bytes:
>>
>>
>> It's an option in the config. ParseNewMessages...
>>
>>
>> On that note, I'll add a few observations:
>>
>> 1) RT does not add CCs of responses into ticket, ie. there is an
>> existing ticket, and during the e-mail conversation I'll CC to someone
>> and I expect them to be added as ticket CC.
>>
>>
>> Search for ParseNewMessage on the wiki and you quickly find:
>> http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs
>>
>>
>>
>> 2) If some of the CCs are already elsewhere in the ticket (eg. admincc),
>> RT will happily send duplicate mails to the same address.
>>
>>
>> Search by "duplicate" in archives and you quickly find
>> http://www.gossamer-threads.com/lists/rt/users/82354?search_string=duplicate;#82354
>>
>>
>>
>> Regards,
>> Michal Svoboda
>> _______________________________________________
>> 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 bytespedition at gmail.com  Thu Apr 23 15:55:08 2009
From: bytespedition at gmail.com (Tutu)
Date: Thu, 23 Apr 2009 21:55:08 +0200
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <589c94400904231134n3babf358uaa87d5707be05334@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
	<e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
	<589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>
	<e63e6dc60904230733u196f9209p658b33ba54edf5fb@mail.gmail.com>
	<589c94400904230824u1fe33d6ald823fea9419aa23b@mail.gmail.com>
	<e63e6dc60904231054t199d8560o90049a79e0d68d78@mail.gmail.com>
	<589c94400904231134n3babf358uaa87d5707be05334@mail.gmail.com>
Message-ID: <e63e6dc60904231255y1d639ce1x3e31e2bfd783d62a@mail.gmail.com>

then which RT version shall i use to make my search for bookmarked tickets
possible?

On Thu, Apr 23, 2009 at 8:34 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> In 3.8.0 you can not do what you want.
>
> On Thu, Apr 23, 2009 at 9:54 PM, Tutu <bytespedition at gmail.com> wrote:
> > Yes, I am using 3.8.0. This is what I can see on the browser below.
> >
> > ?|? RT 3.8.0 Alle Rechte vorbehalten 1996-2008 Best Practical Solutions,
> > LLC.
> >
> > Whats the problem in 3.8.0. Do I need to upgrade the system? Is there any
> > workaround?  The unmilited search is ON.
> >
> > Regards.
> >
> >
> > On Thu, Apr 23, 2009 at 5:24 PM, Ruslan Zakirov <
> ruslan.zakirov at gmail.com>
> > wrote:
> >>
> >> You either using 3.8.0, forgot unlimit search results or doing
> >> something wrong :)
> >>
> >> On Thu, Apr 23, 2009 at 6:33 PM, Tutu <bytespedition at gmail.com> wrote:
> >> > No, id = '__Bookmarked__' doesnot work. Though when I go to the RT At
> a
> >> > Glance and select the BookmarkedTickets option then I see all the
> >> > tickets
> >> > which I had bookmarked.
> >> >
> >> > On Thu, Apr 23, 2009 at 2:03 PM, Ruslan Zakirov
> >> > <ruslan.zakirov at gmail.com>
> >> > wrote:
> >> >>
> >> >> id = '__Bookmarked__'
> >> >>
> >> >> On Thu, Apr 23, 2009 at 1:50 PM, Tutu <bytespedition at gmail.com>
> wrote:
> >> >> >
> >> >> >
> >> >> > Is there any query that I can make to show all the tickets which I
> >> >> > have
> >> >> > bookmarked?
> >> >> >
> >> >> >
> >> >> > _______________________________________________
> >> >> > 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.
> >> >
> >> >
> >>
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
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From ktm at rice.edu  Thu Apr 23 16:18:44 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 23 Apr 2009 15:18:44 -0500
Subject: [rt-users] CanonicalizeEmailAddressMatch/Replace Problems
In-Reply-To: <49F0B5BF.2060803@us.fujitsu.com>
References: <49EF88B9.1000309@us.fujitsu.com>
	<20090423125957.GP18845@it.is.rice.edu>
	<49F0A89A.4050000@us.fujitsu.com>
	<20090423174648.GT18845@it.is.rice.edu>
	<49F0B12C.9060405@us.fujitsu.com>
	<20090423183244.GX18845@it.is.rice.edu>
	<49F0B5BF.2060803@us.fujitsu.com>
Message-ID: <20090423201844.GA18933@it.is.rice.edu>

Are you making the changes to the RT_SiteConfig.pm file in
the correct directory, on the right host? I know that I have
spent some time trying to figure out why changes had no effect
myself... :) If it is not that, it sounds like time for the
standalone perl httpd and a debugger -- ugh.

Good luck,
Ken

On Thu, Apr 23, 2009 at 08:38:55AM -1000, Camron W. Fox wrote:
> Kenneth Marshall wrote:
> > Do a recursive grep on the files in the Mason cache for the
> > variable or regex. It may be cached but I am not familiar enough
> > with the startup process to know without checking. A cached
> > "no value" would result in the behavior you are seeing.
> > 
> > Cheers,
> > Ken
> > 
> 
> Ken,
> 
> 	And the winner is...neither...
> 
> [root at admin mason_data]# find . -exec grep -i canon {} \;
> # This code canonicalizes time inputs in hours into minutes
>      if ( RT::Interface::Web::WebCanonicalizeInfo() ) {
>          $user = RT::Interface::Web::WebCanonicalizeInfo();
> [root at admin mason_data]# find . -exec grep 'domain.example.ac.jp' {} \;
> [root at admin mason_data]# find . -exec grep 'domain.example.org' {} \;
> [root at admin mason_data]#
> 
> Best Regards,
> Camron
> 
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of America, Inc.
> E-mail:		cwfox at us.fujitsu.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 ruslan.zakirov at gmail.com  Thu Apr 23 16:26:58 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Apr 2009 00:26:58 +0400
Subject: [rt-users] Regarding Bookmarks
In-Reply-To: <e63e6dc60904231255y1d639ce1x3e31e2bfd783d62a@mail.gmail.com>
References: <e63e6dc60904230229g114eb65as32b8994f8e37ee30@mail.gmail.com>
	<e63e6dc60904230250n16e047s5d6cc774575f09f0@mail.gmail.com>
	<589c94400904230503x151b624cmbc609df17858fc0e@mail.gmail.com>
	<e63e6dc60904230733u196f9209p658b33ba54edf5fb@mail.gmail.com>
	<589c94400904230824u1fe33d6ald823fea9419aa23b@mail.gmail.com>
	<e63e6dc60904231054t199d8560o90049a79e0d68d78@mail.gmail.com>
	<589c94400904231134n3babf358uaa87d5707be05334@mail.gmail.com>
	<e63e6dc60904231255y1d639ce1x3e31e2bfd783d62a@mail.gmail.com>
Message-ID: <589c94400904231326k223e69bdg856a1ce8359d813a@mail.gmail.com>

3.8.1 or newer

On Thu, Apr 23, 2009 at 11:55 PM, Tutu <bytespedition at gmail.com> wrote:
> then which RT version shall i use to make my search for bookmarked tickets
> possible?
>
> On Thu, Apr 23, 2009 at 8:34 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>
> wrote:
>>
>> In 3.8.0 you can not do what you want.
>>
>> On Thu, Apr 23, 2009 at 9:54 PM, Tutu <bytespedition at gmail.com> wrote:
>> > Yes, I am using 3.8.0. This is what I can see on the browser below.
>> >
>> > ?|? RT 3.8.0 Alle Rechte vorbehalten 1996-2008 Best Practical Solutions,
>> > LLC.
>> >
>> > Whats the problem in 3.8.0. Do I need to upgrade the system? Is there
>> > any
>> > workaround?? The unmilited search is ON.
>> >
>> > Regards.
>> >
>> >
>> > On Thu, Apr 23, 2009 at 5:24 PM, Ruslan Zakirov
>> > <ruslan.zakirov at gmail.com>
>> > wrote:
>> >>
>> >> You either using 3.8.0, forgot unlimit search results or doing
>> >> something wrong :)
>> >>
>> >> On Thu, Apr 23, 2009 at 6:33 PM, Tutu <bytespedition at gmail.com> wrote:
>> >> > No, id = '__Bookmarked__' doesnot work. Though when I go to the RT At
>> >> > a
>> >> > Glance and select the BookmarkedTickets option then I see all the
>> >> > tickets
>> >> > which I had bookmarked.
>> >> >
>> >> > On Thu, Apr 23, 2009 at 2:03 PM, Ruslan Zakirov
>> >> > <ruslan.zakirov at gmail.com>
>> >> > wrote:
>> >> >>
>> >> >> id = '__Bookmarked__'
>> >> >>
>> >> >> On Thu, Apr 23, 2009 at 1:50 PM, Tutu <bytespedition at gmail.com>
>> >> >> wrote:
>> >> >> >
>> >> >> >
>> >> >> > Is there any query that I can make to show all the tickets which I
>> >> >> > have
>> >> >> > bookmarked?
>> >> >> >
>> >> >> >
>> >> >> > _______________________________________________
>> >> >> > 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.
>> >> >
>> >> >
>> >>
>> >>
>> >>
>> >> --
>> >> Best regards, Ruslan.
>> >
>> >
>>
>>
>>
>> --
>> Best regards, Ruslan.
>
>



-- 
Best regards, Ruslan.


From evilchili at gmail.com  Thu Apr 23 16:33:43 2009
From: evilchili at gmail.com (greg boyington)
Date: Thu, 23 Apr 2009 16:33:43 -0400
Subject: [rt-users] how to force all admincc replies to be handled as
	comments
In-Reply-To: <be7163f0904231019x169e76aas9776c14e04700515@mail.gmail.com>
References: <5e53e1be0904230938o7c356184mf48405c99654347d@mail.gmail.com>
	<E6C599B6-12AD-4C4B-ACE4-F501EBF41158@netconsonance.com>
	<be7163f0904231019x169e76aas9776c14e04700515@mail.gmail.com>
Message-ID: <5e53e1be0904231333o442d713cpe47fd7c4558d01cb@mail.gmail.com>

Thanks to all for their replies.  As noted there are several ways to
accomplish this.  Because it is necessary to enforce the
do-not-reply-directly-to-requestors behaviour, I have settled on
overriding the global Transaction template to force a Reply-To header
that points to the comment address.  This lets watchers simply hit
reply to transaction emails, and be confident that their emails will
not go to requestors directly.

Cheers,
Greg


From jlucas at eagleinvsys.com  Thu Apr 23 16:26:12 2009
From: jlucas at eagleinvsys.com (Jeff Lucas)
Date: Thu, 23 Apr 2009 16:26:12 -0400
Subject: [rt-users] External Authentication
In-Reply-To: <49F0C62F.7050906@lbl.gov>
References: <49EE1B1B.2020108@lbl.gov><589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com><20090422073332.GQ8826@feynman.spatium.org><589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com><49F0B5A8.1030702@lbl.gov><589c94400904231146y6fe86e5m88af28c67b52b268@mail.gmail.com>
	<49F0C62F.7050906@lbl.gov>
Message-ID: <11E641922C0B44439FB30F8936ABF6210638CDAB@bigmail01.eagleinvsys.com>

I?ve configured a DEV instance of RT 3.8.2 to test AD authentication but am getting the following in my rt.log?

 

[Thu Apr 23 19:37:58 2009] [error]: FAILED LOGIN for jeff from 10.x.x.x (/apps/rt-3.8.2-dev/share/html/autohandler:268)

 

I do not admin and therefore do not have access to monitor things on the AD side.  Is there any way I can further debug the issue via log files, etc. on my RT server?

 

I know AD is working as I can query it using ldapsearch, however, I?m unsure if I?ve configured my "RT_SiteConfig.pm" correctly based on the working query.

 

My ldapsearch command uses the following flags?

-D "CN=RT User,OU=Eagle Access,DC=eagleinvsys,DC=com" -w <password> -b "OU=Eagle Access,DC=eagleinvsys,DC=com"

 

I?m unsure what my ?base?  should be set to in RT_SiteConfig.pm since I?m using different settings for ?D and ?b.

 

Also, does a user have to exist in RT (and have credentials) before the user can be authenticated via AD?

 

Thanks.

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From ruslan.zakirov at gmail.com  Thu Apr 23 17:05:42 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Apr 2009 01:05:42 +0400
Subject: [rt-users] how to force all admincc replies to be handled as
	comments
In-Reply-To: <5e53e1be0904231333o442d713cpe47fd7c4558d01cb@mail.gmail.com>
References: <5e53e1be0904230938o7c356184mf48405c99654347d@mail.gmail.com>
	<E6C599B6-12AD-4C4B-ACE4-F501EBF41158@netconsonance.com>
	<be7163f0904231019x169e76aas9776c14e04700515@mail.gmail.com>
	<5e53e1be0904231333o442d713cpe47fd7c4558d01cb@mail.gmail.com>
Message-ID: <589c94400904231405n47cac683le2776d1f52564cfb@mail.gmail.com>

In addition if you revoke ReplyToTicket and ModifyTicket from AdminCcs
then they wouldn't be able to do that even by mistake.

On Fri, Apr 24, 2009 at 12:33 AM, greg boyington <evilchili at gmail.com> wrote:
> Thanks to all for their replies. ?As noted there are several ways to
> accomplish this. ?Because it is necessary to enforce the
> do-not-reply-directly-to-requestors behaviour, I have settled on
> overriding the global Transaction template to force a Reply-To header
> that points to the comment address. ?This lets watchers simply hit
> reply to transaction emails, and be confident that their emails will
> not go to requestors directly.
>
> Cheers,
> Greg
> _______________________________________________
> 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 tjrc at sanger.ac.uk  Thu Apr 23 17:23:50 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Thu, 23 Apr 2009 22:23:50 +0100
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <49F0AB3B.50701@bitstatement.net>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>	<49E1A7CA.40804@mococo.nl>	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>	<49E1C607.3050007@mococo.nl>	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>	<a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>	<FEF7C7CF-DA05-448C-BBF9-8BBCF546EBC3@sanger.ac.uk>
	<20090423175047.GU18845@it.is.rice.edu>
	<49F0AB3B.50701@bitstatement.net>
Message-ID: <298C087C-B6DC-47EA-818A-4BB0984ADEC0@sanger.ac.uk>


On 23 Apr 2009, at 6:54 pm, Tom Lahti wrote:

> Kenneth Marshall wrote:
>> Tim,
>>
>> I am curious. Are you using InnoDB tables or MyISAM tables?
>> I thought that RT needed InnoDB. Does it have a problem with
>> system crashes and recovery with InnoDB?
>>
>> Just wondering.
>> Ken
>
> I was just about to say the same thing when this came in.  I think  
> you want
> InnoDB tables, not MyISAM.  In particular, large tables like the  
> attachment
> table will have problems, and frequently updated tables like the  
> session
> table will have crash recovery issues.  The crash recovery in the  
> InnoDB
> backend is more robust, as is the indexing methodology.

Preaching to the choir.  In a default RT installation on MySQL, all  
the tables are InnoDB *except* for the sessions table.  I don't know  
why that particular table is MyISAM, and I don't know whether there  
would be any consequences of converting it.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From Hossein.Rafighi at triumf.ca  Thu Apr 23 18:27:21 2009
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Thu, 23 Apr 2009 15:27:21 -0700
Subject: [rt-users] RT Attachment problem
In-Reply-To: <5e53e1be0904231333o442d713cpe47fd7c4558d01cb@mail.gmail.com>
References: <5e53e1be0904230938o7c356184mf48405c99654347d@mail.gmail.com>	<E6C599B6-12AD-4C4B-ACE4-F501EBF41158@netconsonance.com>	<be7163f0904231019x169e76aas9776c14e04700515@mail.gmail.com>
	<5e53e1be0904231333o442d713cpe47fd7c4558d01cb@mail.gmail.com>
Message-ID: <49F0EB49.5@triumf.ca>

Hi,

We upgraded our RT system from 3.6.2 to 3.8.1 without any error. We did 
apply steps in UPGRADING.mysql as per instructions.
The problem we are having is that any attachment with old tickets are 
treated as URL. Upon clicking on them a web page with url to that 
attachment is displayed with body of the page containing the url address 
instead of the actual image! Any new ticket created after the upgrade 
now displays attachments inside the body of the ticket as: "Subject: 
speed.jpg"! I am aware of similar problem on the web like 
http://www.gossamer-threads.com/lists/rt/users/79354 but running 
schema.mysql-4.0-4.1.pl (for the second time) didn't help.

My SHOW CREATE TABLE Attachments:
| Attachments | CREATE TABLE `Attachments` (
  `id` int(11) NOT NULL auto_increment,
  `TransactionId` int(11) NOT NULL,
  `Parent` int(11) NOT NULL default '0',
  `MessageId` varchar(160) character set ascii default NULL,
  `Subject` varchar(255) default NULL,
  `Filename` varchar(255) default NULL,
  `ContentType` varchar(80) character set ascii default NULL,
  `ContentEncoding` varchar(80) character set ascii default NULL,
  `Content` longblob,
  `Headers` longtext,
  `Creator` int(11) NOT NULL default '0',
  `Created` datetime default NULL,
  PRIMARY KEY  (`id`),
  KEY `Attachments2` (`TransactionId`),
  KEY `Attachments3` (`Parent`,`TransactionId`)
) ENGINE=InnoDB AUTO_INCREMENT=21034 DEFAULT CHARSET=utf8 |



Any help is appreciated.
Cheers,
Hossein
-- 

  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
 |_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From berny at technology.net.au  Fri Apr 24 02:44:03 2009
From: berny at technology.net.au (Berny Stapleton)
Date: Fri, 24 Apr 2009 07:44:03 +0100
Subject: [rt-users] External Authentication
In-Reply-To: <11E641922C0B44439FB30F8936ABF6210638CDAB@bigmail01.eagleinvsys.com>
References: <49EE1B1B.2020108@lbl.gov>
	<589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com>
	<20090422073332.GQ8826@feynman.spatium.org>
	<589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com>
	<49F0B5A8.1030702@lbl.gov>
	<589c94400904231146y6fe86e5m88af28c67b52b268@mail.gmail.com>
	<49F0C62F.7050906@lbl.gov>
	<11E641922C0B44439FB30F8936ABF6210638CDAB@bigmail01.eagleinvsys.com>
Message-ID: <9756e1210904232344u484a949fg997f3ec9c1fd9076@mail.gmail.com>

The best way that I have found to do this is to run wireshark or
similar on the box itself and increase the debug output on the web
server.

The wireshark output though will give you all the LDAP details and
will show you what the server's response is. It will also show you how
you are putting together your bind strings, which is usually what's
wrong.

Also, take a look at the AD with ldp which is part of the support
tools package. You can use this to make sure that you have your DNs
correct.

Berny

2009/4/23 Jeff Lucas <jlucas at eagleinvsys.com>:
> I?ve configured a DEV instance of RT 3.8.2 to test AD authentication but am
> getting the following in my rt.log?
>
>
>
> [Thu Apr 23 19:37:58 2009] [error]: FAILED LOGIN for jeff from 10.x.x.x
> (/apps/rt-3.8.2-dev/share/html/autohandler:268)
>
>
>
> I do not admin and therefore do not have access to monitor things on the AD
> side.? Is there any way I can further debug the issue via log files, etc. on
> my RT server?
>
>
>
> I know AD is working as I can query it using ldapsearch, however, I?m unsure
> if I?ve configured my "RT_SiteConfig.pm" correctly based on the working
> query.
>
>
>
> My ldapsearch command uses the following flags?
>
> -D "CN=RT User,OU=Eagle Access,DC=eagleinvsys,DC=com" -w <password> -b
> "OU=Eagle Access,DC=eagleinvsys,DC=com"
>
>
>
> I?m unsure what my ?base? ?should be set to in RT_SiteConfig.pm since I?m
> using different settings for ?D and ?b.
>
>
>
> Also, does a user have to exist in RT (and have credentials) before the user
> can be authenticated via AD?
>
>
>
> 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 mike.peachey at jennic.com  Fri Apr 24 05:06:54 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Fri, 24 Apr 2009 10:06:54 +0100
Subject: [rt-users] External Authentication
In-Reply-To: <11E641922C0B44439FB30F8936ABF6210638CDAB@bigmail01.eagleinvsys.com>
References: <49EE1B1B.2020108@lbl.gov><589c94400904211259t6a5d4ad0sed99f76ffc86e868@mail.gmail.com><20090422073332.GQ8826@feynman.spatium.org><589c94400904220110j57f7affdi27b7288a6d347ce9@mail.gmail.com><49F0B5A8.1030702@lbl.gov><589c94400904231146y6fe86e5m88af28c67b52b268@mail.gmail.com>	<49F0C62F.7050906@lbl.gov>
	<11E641922C0B44439FB30F8936ABF6210638CDAB@bigmail01.eagleinvsys.com>
Message-ID: <49F1812E.1090203@jennic.com>

Thu 23 Apr 2009 21:26:12 GMT
Jeff Lucas wrote:
> I?ve configured a DEV instance of RT 3.8.2 to test AD authentication but
> am getting the following in my rt.log?
> 
> *[Thu Apr 23 19:37:58 2009] [error]: FAILED LOGIN for jeff from 10.x.x.x
> (/apps/rt-3.8.2-dev/share/html/autohandler:268)*

You need to turn on debug logging, provide the debug log output, provide
the version ExternalAuth you're using, and provide your Site_Config

> 
> I do not admin and therefore do not have access to monitor things on the
> AD side.  Is there any way I can further debug the issue via log files,
> etc. on my RT server?

I never use the AD side for debugging, it can all be done from the RT
server.

> 
> I know AD is working as I can query it using ldapsearch, however, I?m
> unsure if I?ve configured my "RT_SiteConfig.pm" correctly based on the
> working query.

Which is why you need to provide it.

> 
> My ldapsearch command uses the following flags?
> 
> -D "CN=RT User,OU=Eagle Access,DC=eagleinvsys,DC=com" -w <password> -b
> "OU=Eagle Access,DC=eagleinvsys,DC=com"
> 
> I?m unsure what my ?base?  should be set to in RT_SiteConfig.pm since
> I?m using different settings for ?D and ?b.

This is an LDAP understanding issue. You need to know a little more. The
above search says that your base is "OU=Eagle
Access,DC=eagleinvsys,DC=com" and you do not have anonymous bind enabled
on your AD server suggesting that you need to specify the user "CN=RT
User,OU=Eagle Access,DC=eagleinvsys,DC=com" and the password for that
user inside your external auth config.

> 
> Also, does a user have to exist in RT (and have credentials) before the
> user can be authenticated via AD?

No. The user is automatically created inside RT when successful AD
authentication occurs.
-- 
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 javier.garcia at SnowValley.com  Fri Apr 24 06:21:38 2009
From: javier.garcia at SnowValley.com (Javier Garcia)
Date: Fri, 24 Apr 2009 11:21:38 +0100
Subject: [rt-users] Migration
In-Reply-To: <8B08529E88A3624A9158BBADB6325C3506240A84@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C3506240648@sv-mail.snowvalley.com><E38B0E0D-3013-4D70-8C25-0B6465984AE6@netconsonance.com><8B08529E88A3624A9158BBADB6325C35062406CA@sv-mail.snowvalley.com><8B08529E88A3624A9158BBADB6325C3506240744@sv-mail.snowvalley.com><49EF121A.9050100@purdue.edu>
	<49EF4B48.3040108@lbl.gov><49F0654A.20806@purdue.edu>
	<8B08529E88A3624A9158BBADB6325C3506240A84@sv-mail.snowvalley.com>
Message-ID: <8B08529E88A3624A9158BBADB6325C3506240BD5@sv-mail.snowvalley.com>

Hi all,

Please find attached a short description on how I migrated our 26K
bugzilla tickets to RT.
Any comments or fixes will be welcomed.

Environment:
- OS: Debian Etch 2.6.18-6-486
- RT version: 3.8.2
- MySQL version: 5.0.32-Debian_7etch8-log

Cheers,
Javier Garcia
Systems Engineer at Snow Valley

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Javier
Garcia
Sent: 23 April 2009 14:03
To: Keith A McDermott; Ken Crocker
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Migration

Hi,

I've finally finished the migration.

We have to test everything but I'm reasonably happy about it.
I will send an update with my code changes asap.

Cheers,
Javier 

-----Original Message-----
From: Keith A McDermott [mailto:kmcdermo at purdue.edu] 
Sent: 23 April 2009 13:56
To: Ken Crocker
Cc: Javier Garcia; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Migration

Kenn,

I have not, however I am definitely not too good at programming - let 
alone perl (my brain is hard-coded to procedural not object-oriented 
programming). Sounds interesting though as a possible side-project as 
we're not going to be live with RT for some time.

Keith

Ken Crocker wrote:
> Kieth,
>
> Have you thought about writing a program to copy all the Bugzilla data

> into flatfiles that can then be used as input to another program that 
> uses API to create tickets, etc? We just converted an old legacy 
> ticket system into RT doing just that, comments and email included. 
> Converted 17,000 tickets. Of course, I had to take RT down and then 
> turn OFF /all/ scrips, etc (didn't need 17,00 emails going out). 
> Afterwards, I did a little bulk updating for some custom fields and 
> viola! All done. Tirn system on, Turn on scrips. ready to go.
>
>
> Kenn
> LBNL
>
> On 4/22/2009 5:48 AM, Keith A McDermott wrote:
>> I'd like to see this if it does eventually work. I gave up on
converting 
>> our bugzilla database many months ago. Although we have 12,000
bugzilla 
>> tickets, it wasn't worth the time and pain for us to try to fix the
script.
>>
>> Thanks,
>> Keith
>>
>> Javier Garcia wrote:
>>   
>>> OK. I've found out that my initialdata file is wrong. There's
nothing 
>>> on the @Groups array.
>>>
>>> I've downloaded a new initialdata file (the syntax is as follows):
>>>
>>> @Groups = (
>>>
>>> { Name => '',
>>>
>>> Type => 'Everyone', # loc
>>>
>>> Domain => 'SystemInternal',
>>>
>>> Instance => '',
>>>
>>> Description => 'Pseudogroup for internal use', # loc
>>>
>>> },
>>>
>>> But then I get a new error:
>>>
>>> Odd number of elements in hash assignment at 
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405.
>>>
>>> /opt/rt3/lib/RT/Group_Overlay.pm line 405:
>>>
>>> my %args = (
>>>
>>> Name => undef,
>>>
>>> Description => undef,
>>>
>>> Domain => undef,
>>>
>>> Type => undef,
>>>
>>> Instance => '0',
>>>
>>> InsideTransaction => undef,
>>>
>>> _RecordTransaction => 1,
>>>
>>> @_
>>>
>>> );
>>>
>>> I'm not an expert Perl developer, but I have tried modifying the 
>>> @Groups array, adding more fields or deleting others, but nothing, 
>>> same error.
>>>
>>> *From:* rt-users-bounces at lists.bestpractical.com 
>>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of 
>>> *Javier Garcia
>>> *Sent:* 21 April 2009 10:50
>>> *To:* Jo Rhett
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Hi all,
>>>
>>> I have found the scripts here:
>>>
>>>
http://www.gossamer-threads.com/lists/rt/users/53073?do=post_view_thread
ed#53073
>>>
>>> But they are not working. After following the README I ran "sh 
>>> migrate.sh" and got the following:
>>>
>>> Could not load Everyone group on user creation. 
>>> (/opt/rt3/lib/RT/User_Overlay.pm:222)
>>>
>>> The error is on the following block:
>>>
>>> my $everyone = RT::Group->new($self->CurrentUser);
>>>
>>> $everyone->LoadSystemInternalGroup('Everyone');
>>>
>>> unless ($everyone->id) {
>>>
>>> $RT::Logger->crit("Could not load Everyone group on user
creation.");
>>>
>>> $RT::Handle->Rollback();
>>>
>>> return ( 0, $self->loc('Could not create user') );
>>>
>>> }
>>>
>>> And we are not able to solve it. There's no information about it on 
>>> the Internet. Any ideas?
>>>
>>> I have a hunch that it has to do with the relationship between the 
>>> principals, groups and ACL table.
>>>
>>> Any help would be greatly appreciated, otherwise we can continue 
>>> writing bespoke scripts to fit our needs.
>>>
>>> We are currently running RT 3.8.2 under Debian Etch.
>>>
>>> Cheers,
>>>
>>> Javier
>>>
>>> *From:* Jo Rhett [mailto:jrhett at netconsonance.com]
>>> *Sent:* 20 April 2009 17:34
>>> *To:* Javier Garcia
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Migration
>>>
>>> Yes. Search the mailing list archives or Google. Both of which
return 
>>> the script you need quickly.
>>>
>>> On Apr 20, 2009, at 8:59 AM, Javier Garcia wrote:
>>>
>>>     We are manually migrating all our Bugzilla databases to RT using
>>>     Perl, but we are having issues with some of them and I can't
find
>>>     anything on the Internet.
>>>
>>>     Is there a documented way on How to migrate Bugzilla to RT?
>>>
>>>     Does anybody have a script for that?
>>>
>>>     PS: Both servers are running on Debian and using MySQL.
>>>
>>>     Thanks,
>>>
>>>     Javier Garcia
>>>
>>>     Systems Engineer
>>>
>>>     javier.garcia at snowvalley.com
<mailto:javier.garcia at snowvalley.com>
>>>
>>>     10 Emerald Street, London, WC1N 3QA
>>>
>>>     Website: http://www.snowvalley.com <http://www.snowvalley.com/>
>>>
>>>     _______________________________________________
>>>     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
>>>
>>> -- 
>>>
>>> Jo Rhett
>>>
>>> Net Consonance : consonant endings by net philanthropy, open source 
>>> and other randomness
>>>
>>>
------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> 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
>>
>>   
_______________________________________________
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 ruslan.zakirov at gmail.com  Fri Apr 24 07:06:16 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Apr 2009 15:06:16 +0400
Subject: [rt-users] sessions table is lost after a system crash
In-Reply-To: <298C087C-B6DC-47EA-818A-4BB0984ADEC0@sanger.ac.uk>
References: <a60f25fc0904120124u3bf40d23y859746eb5dd48d05@mail.gmail.com>
	<49E1A7CA.40804@mococo.nl>
	<a60f25fc0904120138i48eb7e35vb37eed6865ade1c6@mail.gmail.com>
	<49E1C607.3050007@mococo.nl>
	<a60f25fc0904120348x49f119ebk62d6be3a4229b790@mail.gmail.com>
	<a60f25fc0904120351hfd4c1a8uc40b94b40e74b9da@mail.gmail.com>
	<FEF7C7CF-DA05-448C-BBF9-8BBCF546EBC3@sanger.ac.uk>
	<20090423175047.GU18845@it.is.rice.edu>
	<49F0AB3B.50701@bitstatement.net>
	<298C087C-B6DC-47EA-818A-4BB0984ADEC0@sanger.ac.uk>
Message-ID: <589c94400904240406s654cf6d8v321900142fefc944@mail.gmail.com>

On Fri, Apr 24, 2009 at 1:23 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:
>
> On 23 Apr 2009, at 6:54 pm, Tom Lahti wrote:
>
>> Kenneth Marshall wrote:
>>> Tim,
>>>
>>> I am curious. Are you using InnoDB tables or MyISAM tables?
>>> I thought that RT needed InnoDB. Does it have a problem with
>>> system crashes and recovery with InnoDB?
>>>
>>> Just wondering.
>>> Ken
>>
>> I was just about to say the same thing when this came in. ?I think
>> you want
>> InnoDB tables, not MyISAM. ?In particular, large tables like the
>> attachment
>> table will have problems, and frequently updated tables like the
>> session
>> table will have crash recovery issues. ?The crash recovery in the
>> InnoDB
>> backend is more robust, as is the indexing methodology.
>
> Preaching to the choir. ?In a default RT installation on MySQL, all
> the tables are InnoDB *except* for the sessions table. ?I don't know
> why that particular table is MyISAM, and I don't know whether there
> would be any consequences of converting it.

No consequences, it's just legacy.

>
> Tim
>
>
> --
> ?The Wellcome Trust Sanger Institute is operated by Genome Research
> ?Limited, a charity registered in England with number 1021457 and a
> ?company registered in England with number 2742969, whose registered
> ?office is 215 Euston Road, London, NW1 2BE.
> _______________________________________________
> 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 Simon.Dray at antplc.com  Fri Apr 24 08:05:25 2009
From: Simon.Dray at antplc.com (Simon Dray)
Date: Fri, 24 Apr 2009 13:05:25 +0100
Subject: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup
	and config
Message-ID: <b7b5a74d72be8621fc67ea3e47de05f9e92ae9b9@localhost>

Hi

We are running 3.8.2 with SLA version 2

I have added the RT::SLA and configured it in the RT_Siteconfig

I have create a custom field which applies the SLA to Tickets and enabled it in the Global for Tickets,

My config looks like this

# SLA config
Set( %RT::ServiceBusinessHours, (
0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 2009-12-29)],
));

Set( %RT::ServiceAgreements, (
Default => 'Info',
QueueDefault => {
        'General' => 'Critical',
        },

        Levels => {
                'Critical' => { Response => { BusinessMinutes => 10 } },
                'Major' => { Response => { BusinessMinutes => 60*8*20 } },
                'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
                'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
                '24/7' => {
                        StartImediately => 1,
                        Response => { RealMinutes => 30 },
                        },

                        },
        )
);

My Customer filed currently looks like this

Values


Sort

Name

Description

Category






(Check box to delete)


When I create a ticket neither time nor date is set as would be expected

In /var/log/messages I see

Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)


I have no clue as to what I have missed, do I have to create templates or should it work out of the box, does anyone have sample templates / scrips etc for SLA I can crib from.

Any help would be much appreciated as I need to get this working ASAP.


Best regards Simon
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From ruslan.zakirov at gmail.com  Fri Apr 24 08:33:29 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Apr 2009 16:33:29 +0400
Subject: [rt-users] Help needed Problems with RT::SLA (Newbie alert)
	setup and config
In-Reply-To: <b7b5a74d72be8621fc67ea3e47de05f9e92ae9b9@localhost>
References: <b7b5a74d72be8621fc67ea3e47de05f9e92ae9b9@localhost>
Message-ID: <589c94400904240533p2e73cb26j9470bd5bbd8f9fb7@mail.gmail.com>

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );

2) Have you applied SLA Custom Field? I think you skipped "make
initdb" step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.


On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray <Simon.Dray at antplc.com> wrote:
> Hi
>
>
>
> We are running 3.8.2 with SLA version 2
>
>
>
> I have added the RT::SLA and configured it in the RT_Siteconfig
>
>
>
> I have create a custom field which applies the SLA to Tickets and enabled it
> in the Global for Tickets,
>
>
>
> My config looks like this
>
>
>
> # SLA config
>
> Set( %RT::ServiceBusinessHours, (
>
> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
> 1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
>
> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
>
> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
>
> 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
>
> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
>
> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
> holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
> 2009-12-29)],
>
> ));
>
>
>
> Set( %RT::ServiceAgreements, (
>
> Default => 'Info',
>
> QueueDefault => {
>
> ??????? 'General' => 'Critical',
>
> ??????? },
>
>
>
> ??????? Levels => {
>
> ??????????????? 'Critical' => { Response => { BusinessMinutes => 10 } },
>
> ??????????????? 'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
> ??????????????? 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
> ????????? ??????'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
> ??????????????? '24/7' => {
>
> ??????????????????????? StartImediately => 1,
>
> ??????????????????????? Response => { RealMinutes => 30 },
>
> ??????????????????????? },
>
>
>
> ??????????????????????? },
>
> ??? ????)
>
> );
>
>
>
> My Customer filed currently looks like this
>
>
>
> Values
>
>
>
> Sort
>
> Name
>
> Description
>
> Category
>
> (Check box to delete)
>
>
>
>
>
> When I create a ticket neither time nor date is set as would be expected
>
>
>
> In /var/log/messages I see
>
>
>
> Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
> (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
>
> Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>
>
>
>
>
> I have no clue as to what I have missed, do I have to create templates or
> should it work out of the box, does anyone have sample templates / scrips
> etc for SLA I can crib from.
>
>
>
> Any help would be much appreciated as I need to get this working ASAP.
>
>
>
>
>
> Best regards Simon
>
> _______________________________________________
> 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 vthiruselvam at gmail.com  Fri Apr 24 08:30:10 2009
From: vthiruselvam at gmail.com (Thiruselvam V)
Date: Fri, 24 Apr 2009 08:30:10 -0400
Subject: [rt-users] RT Evaluation with Oracle database
Message-ID: <9d21b33b0904240530n40602f3t8710b9ecfdbb378c@mail.gmail.com>

Hello Folks,

I am trying to evaluate RT with Oracle 10g database.

here is what I h'v done so far,

1)downloaded rt-3.8.2 s/w
2)created user as per README.Oracle
3)ran ./configure command as per REAME.Oracle
4)Upon completing ./configure , ran make testdeps
5)failed for few, then ran make testdeps again
6)there were few failures..
7)ran make fixdeps several times

here the details, I have already 10g database and apache installed in
one home. Configure detects all these.

what are the other steps involved to invoke this application?  Does
any one have details step to do this?

thanks
Thiru


From Simon.Dray at antplc.com  Fri Apr 24 08:49:55 2009
From: Simon.Dray at antplc.com (Simon Dray)
Date: Fri, 24 Apr 2009 13:49:55 +0100
Subject: [rt-users] Help needed Problems with RT::SLA (Newbie alert)
 setup and config
In-Reply-To: <589c94400904240533p2e73cb26j9470bd5bbd8f9fb7@mail.gmail.com>
References: <b7b5a74d72be8621fc67ea3e47de05f9e92ae9b9@localhost>
	<589c94400904240533p2e73cb26j9470bd5bbd8f9fb7@mail.gmail.com>
Message-ID: <428b0665eb1db064cb90a1ab53b68a2085fb206c@localhost>

Ruslan Hi

Thanks for answering, please see comments below apologies if I am being dense this is all very new to me.

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );

>>I have tried both with and without prior to yelling for help

2) Have you applied SLA Custom Field? I think you skipped "make
initdb" step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.

>>I ran the make initdb during the install phase or just after, I have also >>applied the SLA CF globally to Tickets.

>>When I opened the SLA CF it was empty with no values defined. So I defined >>one as follows Sort=0 Name=Critical Description=Blah Category=""

>>When I raise a ticket the Custom field shows up and I can set Critical but >>when I Create the ticket the start date etc are not set.

>> One other thing I made the presumption that the Name in the Cf should match the Name in RT_Siteconfig definition, I could not see any other way to make an association between them


Regards Simon



On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray <Simon.Dray at antplc.com> wrote:
> Hi
>
>
>
> We are running 3.8.2 with SLA version 2
>
>
>
> I have added the RT::SLA and configured it in the RT_Siteconfig
>
>
>
> I have create a custom field which applies the SLA to Tickets and enabled it
> in the Global for Tickets,
>
>
>
> My config looks like this
>
>
>
> # SLA config
>
> Set( %RT::ServiceBusinessHours, (
>
> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
> 1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
>
> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
>
> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
>
> 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
>
> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
>
> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
> holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
> 2009-12-29)],
>
> ));
>
>
>
> Set( %RT::ServiceAgreements, (
>
> Default => 'Info',
>
> QueueDefault => {
>
>         'General' => 'Critical',
>
>         },
>
>
>
>         Levels => {
>
>                 'Critical' => { Response => { BusinessMinutes => 10 } },
>
>                 'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
>                 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
>                 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
>                 '24/7' => {
>
>                         StartImediately => 1,
>
>                         Response => { RealMinutes => 30 },
>
>                         },
>
>
>
>                         },
>
>         )
>
> );
>
>
>
> My Customer filed currently looks like this
>
>
>
> Values
>
>
>
> Sort
>
> Name
>
> Description
>
> Category
>
> (Check box to delete)
>
>
>
>
>
> When I create a ticket neither time nor date is set as would be expected
>
>
>
> In /var/log/messages I see
>
>
>
> Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
> (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
>
> Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>
>
>
>
>
> I have no clue as to what I have missed, do I have to create templates or
> should it work out of the box, does anyone have sample templates / scrips
> etc for SLA I can crib from.
>
>
>
> Any help would be much appreciated as I need to get this working ASAP.
>
>
>
>
>
> Best regards Simon
>
> _______________________________________________
> 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 rt-users at thefreecat.org  Fri Apr 24 08:55:33 2009
From: rt-users at thefreecat.org (Jean-Christophe Boggio)
Date: Fri, 24 Apr 2009 14:55:33 +0200
Subject: [rt-users] Showing a requestor all his tickets
Message-ID: <49F1B6C5.7090405@thefreecat.org>

Hello,

We have about 20 specialized queues and one "initial" queue (where all
new tickets go). When someone takes the tickets, he will move it to
another queue.

We want the requestor to log in to the interface and see the status of
all his tickets, whichever queue they are in. And we'd like it on the
main page something like "My tickets" but for requestors instead of owners.

Is this possible and how ? I've tried different ACL combinations but
nothing usable.

Thanks for your help.


-- 
Jean-Christophe Boggio


From sladkofo at yahoo-inc.com  Fri Apr 24 09:34:21 2009
From: sladkofo at yahoo-inc.com (Oleg Sladkoff)
Date: Fri, 24 Apr 2009 15:34:21 +0200
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <1240476542.3372.68.camel@prettyenter.grenoble.corp.yahoo.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
	<589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>
	<1240476542.3372.68.camel@prettyenter.grenoble.corp.yahoo.com>
Message-ID: <1240580061.3337.13.camel@prettyenter.grenoble.corp.yahoo.com>

Hello

slight problem, RT doesn't send any mail since I updated the
configuration (nothing in rt's logs )

any help appreciated !

Oleg.


On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:

> Hi Ruslan 
> thanks for your feedback :)
> 
> after making a few tests it appears that the gap appears whenever
> someone is in CC on the ticket (This message will be sent to...)
> 
> On mysql side I do not see any slow query (time >1) and I see no
> process (show process list).
> 
> after following sendmailtips my problem was fixed :)
> 
> in RT_SiteConfig.pm :
> Set($SendmailArguments, "-ODeliveryMode=q" );
> 
> thanks for your help !
> 
> 
> best regards,
> Oleg.
> 
> 
> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote: 
> 
> > Check out RT logs and look at timings. It may help you spot big gaps
> > and localize problem.
> > 
> > It can be sendmail or whatever you use as MTA:
> > http://wiki.bestpractical.com/view/SendmailTips
> > 
> > What have you done to make sure it's not mysql?
> > 
> > On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo at yahoo-inc.com> wrote:
> > > Hi
> > >
> > > Since a few weeks it takes about 10 seconds whenever I update any
> > > ticket .
> > > Looking at mysql I don't see any activity.
> > >
> > > Any idea where the problem could come from ?
> > >
> > > --
> > > Oleg Sladkoff
> > > KELKOO - Service Architect
> > > oleg.sladkoff at kelkoo.com
> > > Yahoo messenger : Kelkoooleg
> > > tel : +33 (0)476848147
> > > gsm : +33(0)675768532
> > >
> > > _______________________________________________
> > > 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
> > >
> > 
> > 
> > 
> 
> -- 
> Oleg Sladkoff   
> KELKOO - Service Architect
> oleg.sladkoff at kelkoo.com
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147 
> gsm : +33(0)675768532

-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Apr 24 09:37:30 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 24 Apr 2009 09:37:30 -0400
Subject: [rt-users] Showing a requestor all his tickets
In-Reply-To: <49F1B6C5.7090405@thefreecat.org>
References: <49F1B6C5.7090405@thefreecat.org>
Message-ID: <49F1C09A.4050807@ucrwcu.rwc.uc.edu>


Jean-Christophe Boggio wrote:
> Hello,
>
> We have about 20 specialized queues and one "initial" queue (where all
> new tickets go). When someone takes the tickets, he will move it to
> another queue.
>
> We want the requestor to log in to the interface and see the status of
> all his tickets, whichever queue they are in. And we'd like it on the
> main page something like "My tickets" but for requestors instead of owners.
>   
For the normal UI, we use http://wiki.bestpractical.com/view/TicketsPerQueue
For SelfService you could use 
http://wiki.bestpractical.com/view/ViewMyRequests
> Is this possible and how ? I've tried different ACL combinations but
> nothing usable.
>
> Thanks for your help.
>
>
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From ktm at rice.edu  Fri Apr 24 09:45:18 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 24 Apr 2009 08:45:18 -0500
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <1240580061.3337.13.camel@prettyenter.grenoble.corp.yahoo.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
	<589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>
	<1240476542.3372.68.camel@prettyenter.grenoble.corp.yahoo.com>
	<1240580061.3337.13.camel@prettyenter.grenoble.corp.yahoo.com>
Message-ID: <20090424134518.GD18933@it.is.rice.edu>

Oleg,

You need to check your mail system, the problem is not with
RT but there. That is why the performance improved when you
selected "queue mail mode" in the sendmail arguments.

Good luck,
Ken

On Fri, Apr 24, 2009 at 03:34:21PM +0200, Oleg Sladkoff wrote:
> Hello
> 
> slight problem, RT doesn't send any mail since I updated the
> configuration (nothing in rt's logs )
> 
> any help appreciated !
> 
> Oleg.
> 
> 
> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
> 
> > Hi Ruslan 
> > thanks for your feedback :)
> > 
> > after making a few tests it appears that the gap appears whenever
> > someone is in CC on the ticket (This message will be sent to...)
> > 
> > On mysql side I do not see any slow query (time >1) and I see no
> > process (show process list).
> > 
> > after following sendmailtips my problem was fixed :)
> > 
> > in RT_SiteConfig.pm :
> > Set($SendmailArguments, "-ODeliveryMode=q" );
> > 
> > thanks for your help !
> > 
> > 
> > best regards,
> > Oleg.
> > 
> > 
> > On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote: 
> > 
> > > Check out RT logs and look at timings. It may help you spot big gaps
> > > and localize problem.
> > > 
> > > It can be sendmail or whatever you use as MTA:
> > > http://wiki.bestpractical.com/view/SendmailTips
> > > 
> > > What have you done to make sure it's not mysql?
> > > 
> > > On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo at yahoo-inc.com> wrote:
> > > > Hi
> > > >
> > > > Since a few weeks it takes about 10 seconds whenever I update any
> > > > ticket .
> > > > Looking at mysql I don't see any activity.
> > > >
> > > > Any idea where the problem could come from ?
> > > >
> > > > --
> > > > Oleg Sladkoff
> > > > KELKOO - Service Architect
> > > > oleg.sladkoff at kelkoo.com
> > > > Yahoo messenger : Kelkoooleg
> > > > tel : +33 (0)476848147
> > > > gsm : +33(0)675768532
> > > >
> > > > _______________________________________________
> > > > 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
> > > >
> > > 
> > > 
> > > 
> > 
> > -- 
> > Oleg Sladkoff   
> > KELKOO - Service Architect
> > oleg.sladkoff at kelkoo.com
> > Yahoo messenger : Kelkoooleg
> > tel : +33 (0)476848147 
> > gsm : +33(0)675768532
> 
> -- 
> Oleg Sladkoff   
> KELKOO - Service Architect
> oleg.sladkoff at kelkoo.com
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147 
> gsm : +33(0)675768532

> _______________________________________________
> 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 Simon.Dray at antplc.com  Fri Apr 24 10:03:05 2009
From: Simon.Dray at antplc.com (Simon Dray)
Date: Fri, 24 Apr 2009 15:03:05 +0100
Subject: [rt-users] Help needed Problems with RT::SLA (Newbie alert)
 setup and config
In-Reply-To: <589c94400904240533p2e73cb26j9470bd5bbd8f9fb7@mail.gmail.com>
References: <b7b5a74d72be8621fc67ea3e47de05f9e92ae9b9@localhost>
	<589c94400904240533p2e73cb26j9470bd5bbd8f9fb7@mail.gmail.com>
Message-ID: <e3432ba3fc9822deee00481216725c1a146343c3@localhost>

Ruslan

Not sure whats going on just did a fresh install on my test rig with blank config all works now so will work it out from here. Many thanks for taking the time to have a look.


Regards Simon

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );

2) Have you applied SLA Custom Field? I think you skipped "make
initdb" step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.


On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray <Simon.Dray at antplc.com> wrote:
> Hi
>
>
>
> We are running 3.8.2 with SLA version 2
>
>
>
> I have added the RT::SLA and configured it in the RT_Siteconfig
>
>
>
> I have create a custom field which applies the SLA to Tickets and enabled it
> in the Global for Tickets,
>
>
>
> My config looks like this
>
>
>
> # SLA config
>
> Set( %RT::ServiceBusinessHours, (
>
> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>
> 1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
>
> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
>
> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
>
> 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
>
> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
>
> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>
> holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
> 2009-12-29)],
>
> ));
>
>
>
> Set( %RT::ServiceAgreements, (
>
> Default => 'Info',
>
> QueueDefault => {
>
>         'General' => 'Critical',
>
>         },
>
>
>
>         Levels => {
>
>                 'Critical' => { Response => { BusinessMinutes => 10 } },
>
>                 'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
>                 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
>                 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
>                 '24/7' => {
>
>                         StartImediately => 1,
>
>                         Response => { RealMinutes => 30 },
>
>                         },
>
>
>
>                         },
>
>         )
>
> );
>
>
>
> My Customer filed currently looks like this
>
>
>
> Values
>
>
>
> Sort
>
> Name
>
> Description
>
> Category
>
> (Check box to delete)
>
>
>
>
>
> When I create a ticket neither time nor date is set as would be expected
>
>
>
> In /var/log/messages I see
>
>
>
> Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
> (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
>
> Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>
>
>
>
>
> I have no clue as to what I have missed, do I have to create templates or
> should it work out of the box, does anyone have sample templates / scrips
> etc for SLA I can crib from.
>
>
>
> Any help would be much appreciated as I need to get this working ASAP.
>
>
>
>
>
> Best regards Simon
>
> _______________________________________________
> 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 anikolaev at ot.ru  Fri Apr 24 09:13:21 2009
From: anikolaev at ot.ru (=?UTF-8?B?0J3QuNC60L7Qu9Cw0LXQsiDQkNC70LXQutGB0LDQvdC00YA=?=)
Date: Fri, 24 Apr 2009 17:13:21 +0400
Subject: [rt-users] alerting images in dasboards
Message-ID: <49F1BAF1.1030504@ot.ru>

Dear all, do you have any idea about putting some images in dashboard?
I just want to put there some kind of notifiers.
For example, i have a dashboard on my RT-at-glance with a list of tickets.
Can i somehow put there small "graphic" notifier about, for example 
ticket overdue?
I tried to put some html code in Edit Query -> Advanced -> Format
(text area by default contains something like :

'   <b><a 
href="__WebPath__/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#',
'<b><a 
href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject',
'__QueueName__', etc

but RT seems to delete html tags like <img>.

Can you please give me a hint?
Or maybe anybody knows a list of different tags like /TITLE, etc?

Thank you in advance.

Regards, Alex.


From Uday.Dey at SierraAtlantic.com  Fri Apr 24 10:31:09 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Fri, 24 Apr 2009 20:01:09 +0530
Subject: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD58F7@instpex1.in.corp.sa>

Hi All,

 

           Greetings. 

           I urgently need the E-R diagram for RT(version 3.8) schema
structure. If someone can provide me the same ASAP, then it would be
greatly appreciated.

 

Regards,

Uday


__________________________________________________________________________________________________________________
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From alberto.villanueva at altran.es  Fri Apr 24 10:36:57 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Fri, 24 Apr 2009 16:36:57 +0200
Subject: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD58F7@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD58F7@instpex1.in.corp.sa>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAB9idcOc8apLhZcGs7JktDwBAAAAAA==@altran.es>

Hi Uday,

The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png

This tells you how you can generate the schema for your version:
http://wiki.bestpractical.com/view/DBSchema
 

Best regards,

ALBERTO VILLANUEVA DEL VAL
Consultor
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es



 


________________________________

	De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de
Uday Dey
	Enviado el: viernes, 24 de abril de 2009 16:31
	Para: rt-users at lists.bestpractical.com
	Asunto: [rt-users] Urgently need the E-R diagramfor RT
schema for 3.8
	
	

	Hi All,

	 

	           Greetings. 

	           I urgently need the E-R diagram for RT(version
3.8) schema structure. If someone can provide me the same ASAP,
then it would be greatly appreciated.

	 

	Regards,

	Uday


	
_________________________________________________________________
_________________________________________________
	DISCLAIMER:"The information contained in this message and
the attachments (if any) may be privileged and confidential and
protected from disclosure. You are hereby notified that any
unauthorized use, dissemination, distribution or copying of this
communication, review, retransmission, or taking of any action
based upon this information, by persons or entities other than
the intended recipient, is strictly prohibited. If you are not
the intended recipient or an employee or agent responsible for
delivering this message, and have received this communication in
error, please notify us immediately by replying to the message
and kindly delete the original message, attachments, if any, and
all its copies from your computer system. Thank you for your
cooperation." 
	
_________________________________________________________________
_______________________________________________
	




From Liviu.Costea at tdn.de  Fri Apr 24 10:38:58 2009
From: Liviu.Costea at tdn.de (Liviu Costea)
Date: Fri, 24 Apr 2009 16:38:58 +0200
Subject: [rt-users] Query Builder very slow after system update
Message-ID: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B8517@TDN3V24EXS0W.tdn.de>

Hello,

We recently updated our RT3 server ( RT 3.8.1 , around 200000 tickets) from Red Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version is 5.0.45.

Since the upgrade RT3 is working normally except Query Builder ( http://<rt3_url>/rt3/Search/Build.html<http://%3crt3_url%3e/rt3/Search/Build.html> ) which is very slow. I identified the query that's taking too long:

mysql> 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;
Empty set (2 min 57.79 sec)


Additional info:

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                        | PRIMARY             | 4       | NULL                             |   21 | 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,CachedGroupMembers3 | CachedGroupMembers3 | 5       | rt3.Principals_1.id              |    1 | Using where; Distinct                        |
|  1 | SIMPLE      | ACL_4                | range  | ACL1                           | ACL1                | 54      | NULL                             |   36 | 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 (0.04 sec)

mysql> select count(*) from CachedGroupMembers;
+----------+
| count(*) |
+----------+
|  1382038 |
+----------+
1 row in set (2.56 sec)

mysql> show indexes from CachedGroupMembers;
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
| 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         |     2138547 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            1 | GroupId           | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            2 | MemberId          | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            3 | Disabled          | A         |     2138547 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            1 | MemberId          | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            2 | ImmediateParentId | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
6 rows in set (0.01 sec)

I've also tried to add some indexes for this table with no results (http://search.cpan.org/~ruz/RTx-Shredder-0.07/lib/RTx/Shredder.pm#NOTES )

The temporary workaround was to downgrade MySQL to 5.0.22 (Previous version in RHel 5.1) and the Query Builder is working normally again:

mysql> 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;
Empty set (0.13 sec)


But I want MySQL 5.0.45 installed. Can anyone help on this?

Thank you.


Regards,
Liviu

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From Uday.Dey at SierraAtlantic.com  Fri Apr 24 10:43:00 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Fri, 24 Apr 2009 20:13:00 +0530
Subject: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAB9idcOc8apLhZcGs7JktDwBAAAAAA==@altran.es>
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD58FC@instpex1.in.corp.sa>

Hi Alberto,

            Many thanks for your quick update. But I already have the
3.4 version schema. I was looking for the one which was built for 3.8
version. As it is quite a task to do it on such a short notice, I am
looking for something readymade. It would be of great help if someone
can share the 3.8 E-R schema structure for RT.

Regards,
Uday

-----Original Message-----
From: Alberto Villanueva [mailto:alberto.villanueva at altran.es] 
Sent: Friday, April 24, 2009 8:07 PM
To: Uday Dey; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
3.8

Hi Uday,

The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png

This tells you how you can generate the schema for your version:
http://wiki.bestpractical.com/view/DBSchema
 

Best regards,

ALBERTO VILLANUEVA DEL VAL
Consultor
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es



 


________________________________

	De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] En nombre de
Uday Dey
	Enviado el: viernes, 24 de abril de 2009 16:31
	Para: rt-users at lists.bestpractical.com
	Asunto: [rt-users] Urgently need the E-R diagramfor RT
schema for 3.8
	
	

	Hi All,

	 

	           Greetings. 

	           I urgently need the E-R diagram for RT(version
3.8) schema structure. If someone can provide me the same ASAP,
then it would be greatly appreciated.

	 

	Regards,

	Uday


	
_________________________________________________________________
_________________________________________________
	DISCLAIMER:"The information contained in this message and
the attachments (if any) may be privileged and confidential and
protected from disclosure. You are hereby notified that any
unauthorized use, dissemination, distribution or copying of this
communication, review, retransmission, or taking of any action
based upon this information, by persons or entities other than
the intended recipient, is strictly prohibited. If you are not
the intended recipient or an employee or agent responsible for
delivering this message, and have received this communication in
error, please notify us immediately by replying to the message
and kindly delete the original message, attachments, if any, and
all its copies from your computer system. Thank you for your
cooperation." 
	
_________________________________________________________________
_______________________________________________
	



__________________________________________________________________________________________________________________
DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." 
________________________________________________________________________________________________________________


From Liviu.Costea at tdn.de  Fri Apr 24 10:13:12 2009
From: Liviu.Costea at tdn.de (Liviu Costea)
Date: Fri, 24 Apr 2009 16:13:12 +0200
Subject: [rt-users] Query Builder very slow after system update
Message-ID: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B8510@TDN3V24EXS0W.tdn.de>

Hello,

We recently updated our RT3 server ( RT 3.8.1 , around 200000 tickets) from Red Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version is 5.0.45.

Since the upgrade RT3 is working normally except Query Builder ( http://<rt3_url>/rt3/Search/Build.html<http://%3crt3_url%3e/rt3/Search/Build.html> ) which is very slow. I identified the query that's taking too long:

mysql> 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;
Empty set (2 min 57.79 sec)


Additional info:

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                        | PRIMARY             | 4       | NULL                             |   21 | 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,CachedGroupMembers3 | CachedGroupMembers3 | 5       | rt3.Principals_1.id              |    1 | Using where; Distinct                        |
|  1 | SIMPLE      | ACL_4                | range  | ACL1                           | ACL1                | 54      | NULL                             |   36 | 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 (0.04 sec)

mysql> select count(*) from CachedGroupMembers;
+----------+
| count(*) |
+----------+
|  1382038 |
+----------+
1 row in set (2.56 sec)

mysql> show indexes from CachedGroupMembers;
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
| 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         |     2138547 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            1 | GroupId           | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            2 | MemberId          | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            3 | Disabled          | A         |     2138547 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            1 | MemberId          | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            2 | ImmediateParentId | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
6 rows in set (0.01 sec)

I've also tried to add some indexes for this table with no results (http://search.cpan.org/~ruz/RTx-Shredder-0.07/lib/RTx/Shredder.pm#NOTES )

The temporary workaround was to downgrade MySQL to 5.0.22 (Previous version in RHel 5.1) and the Query Builder is working normally again:

mysql> 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;
Empty set (0.13 sec)


But I want MySQL 5.0.45 installed. Can anyone help on this?

Thank you.


Regards,
Liviu

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From rfh at vialtus.com  Fri Apr 24 10:56:20 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 24 Apr 2009 15:56:20 +0100
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <1240580061.3337.13.camel@prettyenter.grenoble.corp.yahoo.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>	<589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>	<1240476542.3372.68.camel@prettyenter.grenoble.corp.yahoo.com>
	<1240580061.3337.13.camel@prettyenter.grenoble.corp.yahoo.com>
Message-ID: <49F1D314.5070602@vialtus.com>

Oleg;

You need to bare in mind that
Set($SendmailArguments, "-ODeliveryMode=q" );
puts the message in a mail queue, you need to check the frequency of how 
often your mta process its queue

btw, you are using sendmail ?? because  the above line wont work if you 
are using exim, you need  :
Set($SendmailArguments, "-odq" );

Regards;

*Roy El-hames *

ISP Systems

 

*Vialtus Solutions*

*(formerly Pipex Business)*

 

Direct Dial: +44(0) 208 587 6181

E-mail: rfh at vialtus.com <mailto:rfh at vialtus.com>

 

Visit us on:

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This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Oleg Sladkoff wrote:
> Hello
>
> slight problem, RT doesn't send any mail since I updated the 
> configuration (nothing in rt's logs )
>
> any help appreciated !
>
> Oleg.
>
>
> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
>> Hi Ruslan
>> thanks for your feedback :)
>>
>> after making a few tests it appears that the gap appears whenever 
>> someone is in CC on the ticket (*/This message will be sent to.../*)
>>
>> On mysql side I do not see any slow query (time >1) and I see no 
>> process (show process list).
>>
>> after following sendmailtips my problem was fixed :)
>>
>> in RT_SiteConfig.pm :
>> Set($SendmailArguments, "-ODeliveryMode=q" );
>>
>> thanks for your help !
>>
>>
>> best regards,
>> Oleg.
>>
>>
>> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:
>>> Check out RT logs and look at timings. It may help you spot big gaps
>>> and localize problem.
>>>
>>> It can be sendmail or whatever you use as MTA:
>>> http://wiki.bestpractical.com/view/SendmailTips
>>>
>>> What have you done to make sure it's not mysql?
>>>
>>> On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo at yahoo-inc.com <mailto:sladkofo at yahoo-inc.com>> wrote:
>>> > Hi
>>> >
>>> > Since a few weeks it takes about 10 seconds whenever I update any
>>> > ticket .
>>> > Looking at mysql I don't see any activity.
>>> >
>>> > Any idea where the problem could come from ?
>>> >
>>> > --
>>> > Oleg Sladkoff
>>> > KELKOO - Service Architect
>>> > oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
>>> > Yahoo messenger : Kelkoooleg
>>> > tel : +33 (0)476848147
>>> > gsm : +33(0)675768532
>>> >
>>> > _______________________________________________
>>> > 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
>>> >
>>>
>>>
>>>
>>>       
>> -- 
>> Oleg Sladkoff   
>> KELKOO - Service Architect
>> oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
>> Yahoo messenger : Kelkoooleg
>> tel : +33 (0)476848147 
>> gsm : +33(0)675768532
>>           
>>
> -- 
> Oleg Sladkoff   
> KELKOO - Service Architect
> oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
> Yahoo messenger : Kelkoooleg
> tel : +33 (0)476848147 
> gsm : +33(0)675768532
>         
>


From jmoseley at corp.xanadoo.com  Fri Apr 24 11:15:30 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 24 Apr 2009 10:15:30 -0500
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <49F0FFAE.7080602@usd250.org>
Message-ID: <OFFB48D523.439183C1-ON862575A2.004B75DF-862575A2.0053D6F7@corp.xanadoo.com>

First and foremost, please email your requests for assistance to the
mailing list.  With that said, the main installation guide is Unix-generic,
but if you know enough about your particular OS, you shouldn't have too
many problems.  Cent OS/RHEL (and other) guides do exist in the official RT
setup wiki (http://wiki.bestpractical.com/view/InstallationGuides), but
they quickly become a bit outdated because package names change, versions
change, etc, and some refer to third-party yum repos to install RT-required
software and even RT itself.

The obvious questions are what have you installed thus far and where are
you encountering problems?

I would say RT installation falls into four basic steps:

1. Installing necessary software that RT requires (perl, perl modules,
database software (both client and server), webserver, perl interpreter,
etc)
2. Installing RT (this is the point where most perl modules will be
installed)
3. Setting up RT database
4. Configuring RT (RT_SiteConfig.pm), webserver, and mail environment

I'll go ahead and start with numbers one and two above using Mysql, Apache,
and FastCGI.  In this example, RT itself will be installed from source,
supporting software will be installed via standard CentOS yum repositories,
and most perl modules via CPAN.  It's further assumed that Mysql will be
running on the same server as RT (I prefer separate servers as perfomance
will be better with a dedicated mysql server with fast disks and lots of
memory, preferably a 64-bit system to better take advantage of memory).
Perhaps you've already completed these steps:

1. Install the following via yum:

httpd, perl, mysql, mysql-server, mod_fcgid, ncftp

a) create entry in /etc/group for rt group: rt:x:501:apache

b) disable Selinux in /etc/selinux/config:

SELINUX=disabled

c) then execute the following from  a shell prompt: echo 0 >
/selinux/enforce

This way you don't have to reboot the box...  If for some reason this
doesn't work, simply reboot...

2. Download RT source; unzip, untar it, rename to 'rt-3.8.2.src'

a) CD into your source directory and then run the following command (you
can choose to install RT in any directory you want, of course):

./configure --prefix=/opt/rt3.8.2 --with-web-user=apache
--with-web-group=apache --with-mysql --with-web-handler=fastcgi

b) make testdeps

This will list all the perl modules you need to install

c) make fixdeps

This will automatically try to install all the required perl modules by
invoking CPAN.  If you haven't already invoked the CPAN shell environment,
there will be a set of setup questions CPAN will ask you.  There is a
strong possibly that 'make fixdeps' won't get all required modules
installed.  In this case, you will have to run 'cpan' from a shell prompt
and install one perl module at a time.  Be advised that many of the
required perl modules have dependencies, so the CPAN installer will attempt
to install those as well.  As a last resort if run into problems with CPAN,
you can install quite a few of the required perl modules from yum.  Look at
the wiki refereneced above for RHEL/Cent OS examples of what perl modules
are generally available via yum.  Keep performing 'make testdeps' to ensure
all perl modules have been installed.  When they have been:

d) make install

e) ln -s /opt/rt3.8.2 /opt/rt3

I do the following to keep upgrades sane.  For example, when I upgrade to
say, RT 3.8.3, it will be installed in /opt/rt3.8.3 and I will then delete
the existing /opt/rt3 soft link and repoint it at the new installation.
This way, I can install a new version of RT without upgrading/blowing away
the live version, which also means I can fall back to the previous version
if the new version doesn't work for some reason.

Hope this helps!

If you get passed this, then I will continue with the other steps.  I'll
then add to the RT wiki...



James Moseley




Grant Deters <gdeters at usd250.org> wrote:

Hello,

I was wondering if you had any good guides to installing RT on CentOS 5.3.
I have been unsuccessful in my first attempt as the guides for it on their
website where hard for me to follow as they don't provide one specifically
for this OS.

Any help would be greatly appreciated.

Thanks




From Uday.Dey at SierraAtlantic.com  Fri Apr 24 11:24:01 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Fri, 24 Apr 2009 20:54:01 +0530
Subject: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8
In-Reply-To: <49F1D71A.6050409@vialtus.com>
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD5915@instpex1.in.corp.sa>

Hi Roy,

       Thanks, but I am afraid that this is the same E-R diagram which I
have for 3.4 as well. There is no change in it at all. I would be really
grateful if you can share the 3.8(i.e. the updated version of RT) schema
E-R diagram with me.

Regards,
Uday

-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: Friday, April 24, 2009 8:44 PM
To: Uday Dey
Cc: Alberto Villanueva; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Urgently need the E-R diagramfor RT schema for
3.8

Attached for rt-3.8.2


Regards;
Roy

Uday Dey wrote:
> Hi Alberto,
>
>             Many thanks for your quick update. But I already have the
> 3.4 version schema. I was looking for the one which was built for 3.8
> version. As it is quite a task to do it on such a short notice, I am
> looking for something readymade. It would be of great help if someone
> can share the 3.8 E-R schema structure for RT.
>
> Regards,
> Uday
>
> -----Original Message-----
> From: Alberto Villanueva [mailto:alberto.villanueva at altran.es]
> Sent: Friday, April 24, 2009 8:07 PM
> To: Uday Dey; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
> 3.8
>
> Hi Uday,
>
> The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png
>
> This tells you how you can generate the schema for your version:
> http://wiki.bestpractical.com/view/DBSchema
>
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultor
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>
>
>
>
>
>
> ________________________________
>
>         De: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de
> Uday Dey
>         Enviado el: viernes, 24 de abril de 2009 16:31
>         Para: rt-users at lists.bestpractical.com
>         Asunto: [rt-users] Urgently need the E-R diagramfor RT
> schema for 3.8
>
>
>
>         Hi All,
>
>
>
>                    Greetings.
>
>                    I urgently need the E-R diagram for RT(version
> 3.8) schema structure. If someone can provide me the same ASAP,
> then it would be greatly appreciated.
>
>
>
>         Regards,
>
>         Uday
>
>
>
> _________________________________________________________________
> _________________________________________________
>         DISCLAIMER:"The information contained in this message and
> the attachments (if any) may be privileged and confidential and
> protected from disclosure. You are hereby notified that any
> unauthorized use, dissemination, distribution or copying of this
> communication, review, retransmission, or taking of any action
> based upon this information, by persons or entities other than
> the intended recipient, is strictly prohibited. If you are not
> the intended recipient or an employee or agent responsible for
> delivering this message, and have received this communication in
> error, please notify us immediately by replying to the message
> and kindly delete the original message, attachments, if any, and
> all its copies from your computer system. Thank you for your
> cooperation."
>
> _________________________________________________________________
> _______________________________________________
>
>
>
>
>
________________________________________________________________________
__________________________________________
> DISCLAIMER:"The information contained in this message and the
attachments (if any) may be privileged and confidential and protected
from disclosure. You are hereby notified that any unauthorized use,
dissemination, distribution or copying of this communication, review,
retransmission, or taking of any action based upon this information, by
persons or entities other than the intended recipient, is strictly
prohibited. If you are not the intended recipient or an employee or
agent responsible for delivering this message, and have received this
communication in error, please notify us immediately by replying to the
message and kindly delete the original message, attachments, if any, and
all its copies from your computer system. Thank you for your
cooperation."
>
________________________________________________________________________
________________________________________
> _______________________________________________
> 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
>   

__________________________________________________________________________________________________________________
DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." 
________________________________________________________________________________________________________________


From falcone at bestpractical.com  Fri Apr 24 11:40:44 2009
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 24 Apr 2009 11:40:44 -0400
Subject: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD58FC@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD58FC@instpex1.in.corp.sa>
Message-ID: <3B03A9B2-6BD1-4D90-88D6-BADE2051255B@bestpractical.com>

On Apr 24, 2009, at 10:43 AM, Uday Dey wrote:

>            Many thanks for your quick update. But I already have the
> 3.4 version schema. I was looking for the one which was built for 3.8
> version. As it is quite a task to do it on such a short notice, I am
> looking for something readymade. It would be of great help if someone
> can share the 3.8 E-R schema structure for RT.

Have you compared the 3.4 diagram to your 3.8 schema?
You can check the upgrade scripts to see what minimal changes
have been made between the two versions

-kevin

>
>
> -----Original Message-----
> From: Alberto Villanueva [mailto:alberto.villanueva at altran.es]
> Sent: Friday, April 24, 2009 8:07 PM
> To: Uday Dey; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
> 3.8
>
> Hi Uday,
>
> The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png
>
> This tells you how you can generate the schema for your version:
> http://wiki.bestpractical.com/view/DBSchema
>
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultor
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>
>
>
>
>
>
> ________________________________
>
> 	De: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de
> Uday Dey
> 	Enviado el: viernes, 24 de abril de 2009 16:31
> 	Para: rt-users at lists.bestpractical.com
> 	Asunto: [rt-users] Urgently need the E-R diagramfor RT
> schema for 3.8
> 	
> 	
>
> 	Hi All,
>
> 	
>
> 	           Greetings.
>
> 	           I urgently need the E-R diagram for RT(version
> 3.8) schema structure. If someone can provide me the same ASAP,
> then it would be greatly appreciated.
>
> 	
>
> 	Regards,
>
> 	Uday
>
>
> 	
> _________________________________________________________________
> _________________________________________________
> 	DISCLAIMER:"The information contained in this message and
> the attachments (if any) may be privileged and confidential and
> protected from disclosure. You are hereby notified that any
> unauthorized use, dissemination, distribution or copying of this
> communication, review, retransmission, or taking of any action
> based upon this information, by persons or entities other than
> the intended recipient, is strictly prohibited. If you are not
> the intended recipient or an employee or agent responsible for
> delivering this message, and have received this communication in
> error, please notify us immediately by replying to the message
> and kindly delete the original message, attachments, if any, and
> all its copies from your computer system. Thank you for your
> cooperation."
> 	
> _________________________________________________________________
> _______________________________________________
> 	
>
>
>
> __________________________________________________________________________________________________________________
> DISCLAIMER:"The information contained in this message and the  
> attachments (if any) may be privileged and confidential and  
> protected from disclosure. You are hereby notified that any  
> unauthorized use, dissemination, distribution or copying of this  
> communication, review, retransmission, or taking of any action based  
> upon this information, by persons or entities other than the  
> intended recipient, is strictly prohibited. If you are not the  
> intended recipient or an employee or agent responsible for  
> delivering this message, and have received this communication in  
> error, please notify us immediately by replying to the message and  
> kindly delete the original message, attachments, if any, and all its  
> copies from your computer system. Thank you for your cooperation."
> ________________________________________________________________________________________________________________
> _______________________________________________
> 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 javier.garcia at SnowValley.com  Fri Apr 24 11:46:11 2009
From: javier.garcia at SnowValley.com (Javier Garcia)
Date: Fri, 24 Apr 2009 16:46:11 +0100
Subject: [rt-users]  Migration
Message-ID: <8B08529E88A3624A9158BBADB6325C3506240C85@sv-mail.snowvalley.com>

Hi all,

I haven't seen this on the list so I will send the email again.

Please find attached a short description on how I migrated our 26K
bugzilla tickets to RT.
Any comments or fixes will be welcomed.

Environment:
- OS: Debian Etch 2.6.18-6-486
- RT version: 3.8.2
- MySQL version: 5.0.32-Debian_7etch8-log


Cheers,
Javier Garcia
Systems Engineer
Snow Valley

-------------- next part --------------
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From rfh at vialtus.com  Fri Apr 24 12:02:18 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 24 Apr 2009 17:02:18 +0100
Subject: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD5915@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD5915@instpex1.in.corp.sa>
Message-ID: <49F1E28A.6040208@vialtus.com>

Uday;

The diagram I sent you (which was blocked by the list because of its 
size), is the one within the src for rt-3.8.2
rt-3.8.2/docs/rt3-schema-relationships.dot

I have not rolled out 3.8.2 , I just started playing with the source 
code If its the same as the 3.4 then it suggests nothing changes since 
then, possibly someone from BP can confirm ..

Regards;
Roy

Uday Dey wrote:
> Hi Roy,
>
>        Thanks, but I am afraid that this is the same E-R diagram which I
> have for 3.4 as well. There is no change in it at all. I would be really
> grateful if you can share the 3.8(i.e. the updated version of RT) schema
> E-R diagram with me.
>
> Regards,
> Uday
>
> -----Original Message-----
> From: Raed El-Hames [mailto:rfh at vialtus.com]
> Sent: Friday, April 24, 2009 8:44 PM
> To: Uday Dey
> Cc: Alberto Villanueva; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Urgently need the E-R diagramfor RT schema for
> 3.8
>
> Attached for rt-3.8.2
>
>
> Regards;
> Roy
>
> Uday Dey wrote:
>   
>> Hi Alberto,
>>
>>             Many thanks for your quick update. But I already have the
>> 3.4 version schema. I was looking for the one which was built for 3.8
>> version. As it is quite a task to do it on such a short notice, I am
>> looking for something readymade. It would be of great help if someone
>> can share the 3.8 E-R schema structure for RT.
>>
>> Regards,
>> Uday
>>
>> -----Original Message-----
>> From: Alberto Villanueva [mailto:alberto.villanueva at altran.es]
>> Sent: Friday, April 24, 2009 8:07 PM
>> To: Uday Dey; rt-users at lists.bestpractical.com
>> Subject: RE: [rt-users] Urgently need the E-R diagramfor RT schema for
>> 3.8
>>
>> Hi Uday,
>>
>> The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png
>>
>> This tells you how you can generate the schema for your version:
>> http://wiki.bestpractical.com/view/DBSchema
>>
>>
>> Best regards,
>>
>> ALBERTO VILLANUEVA DEL VAL
>> Consultor
>> ____________________________________________
>> Altran Technologies
>> ParqueEmpresarial Las Mercedes, Edificio 1
>> C/ Campezo, 1. 28022 Madrid
>> Tel: + 34 91 744 46 00 - Ext: 2205
>> Fax: + 34 91 415 24 57
>> www.altran.es
>>
>>
>>
>>
>>
>>
>> ________________________________
>>
>>         De: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] En nombre de
>> Uday Dey
>>         Enviado el: viernes, 24 de abril de 2009 16:31
>>         Para: rt-users at lists.bestpractical.com
>>         Asunto: [rt-users] Urgently need the E-R diagramfor RT
>> schema for 3.8
>>
>>
>>
>>         Hi All,
>>
>>
>>
>>                    Greetings.
>>
>>                    I urgently need the E-R diagram for RT(version
>> 3.8) schema structure. If someone can provide me the same ASAP,
>> then it would be greatly appreciated.
>>
>>
>>
>>         Regards,
>>
>>         Uday
>>
>>
>>
>> _________________________________________________________________
>> _________________________________________________
>>         DISCLAIMER:"The information contained in this message and
>> the attachments (if any) may be privileged and confidential and
>> protected from disclosure. You are hereby notified that any
>> unauthorized use, dissemination, distribution or copying of this
>> communication, review, retransmission, or taking of any action
>> based upon this information, by persons or entities other than
>> the intended recipient, is strictly prohibited. If you are not
>> the intended recipient or an employee or agent responsible for
>> delivering this message, and have received this communication in
>> error, please notify us immediately by replying to the message
>> and kindly delete the original message, attachments, if any, and
>> all its copies from your computer system. Thank you for your
>> cooperation."
>>
>> _________________________________________________________________
>> _______________________________________________
>>
>>
>>
>>
>>
>>     
> ________________________________________________________________________
> __________________________________________
>   
>> DISCLAIMER:"The information contained in this message and the
>>     
> attachments (if any) may be privileged and confidential and protected
> from disclosure. You are hereby notified that any unauthorized use,
> dissemination, distribution or copying of this communication, review,
> retransmission, or taking of any action based upon this information, by
> persons or entities other than the intended recipient, is strictly
> prohibited. If you are not the intended recipient or an employee or
> agent responsible for delivering this message, and have received this
> communication in error, please notify us immediately by replying to the
> message and kindly delete the original message, attachments, if any, and
> all its copies from your computer system. Thank you for your
> cooperation."
>   
> ________________________________________________________________________
> ________________________________________
>   
>> _______________________________________________
>> 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
>>
>>     
>
> __________________________________________________________________________________________________________________
> DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation."
> ________________________________________________________________________________________________________________
>   


From steve.obrien at hdesd.org  Fri Apr 24 12:21:28 2009
From: steve.obrien at hdesd.org (Steve OBrien)
Date: Fri, 24 Apr 2009 09:21:28 -0700
Subject: [rt-users] Printing the Tickets from the search results
Message-ID: <1240590088.4050.32.camel@localhost.localdomain>

I am trying to print the tickets that result from a search.  We have a
CF for location, so before the tech goes out to a location they search
for all tickets in the queue with CF = the location they are going.  We
would like to be able to print the ticket details from this search
without individually opening each ticket.  
Possible?

TIA,
Steve



From cfairman at epgy.stanford.edu  Fri Apr 24 12:30:18 2009
From: cfairman at epgy.stanford.edu (Carolyn Fairman)
Date: Fri, 24 Apr 2009 09:30:18 -0700
Subject: [rt-users] CustomField ComboBox -- does it ADD values?
In-Reply-To: <589c94400903301015ya6fedefjaefc86110f71feb8@mail.gmail.com>
References: <7314881427FC8A4081673E8CEEA792490D693B19@EXMIAMI01.compupay.com>
	<af447dff0903300858i7b5d27cfj6a76399c32644075@mail.gmail.com>
	<589c94400903301015ya6fedefjaefc86110f71feb8@mail.gmail.com>
Message-ID: <814D3AD5-0CF3-4C14-926A-677AA55322F2@epgy.stanford.edu>

I had expected the custom field combobox to add a value to the list of  
values available when a value was added.

So if someone sees a drop down list with red, orange and yellow, they  
can enter green for the custom field and then next time anyone goes to  
assign a value for the custom field, they would see all four -- red,  
orange, yellow, green.

  People can set that one ticket to have green as the value but the  
green isn't made available for any other tickets in the future.  Is  
this possible somehow?

carolyn



From ruslan.zakirov at gmail.com  Fri Apr 24 12:40:12 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 24 Apr 2009 20:40:12 +0400
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <49F1D314.5070602@vialtus.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
	<589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>
	<1240476542.3372.68.camel@prettyenter.grenoble.corp.yahoo.com>
	<1240580061.3337.13.camel@prettyenter.grenoble.corp.yahoo.com>
	<49F1D314.5070602@vialtus.com>
Message-ID: <589c94400904240940g1ee33926sd84d355f4db3eb0@mail.gmail.com>

I want to note that Set($SendmailArguments, "-ODeliveryMode=q" ); is
incorrect. Default value in the RT config is not empty. So new value
should be:

Set($SendmailArguments, "-ODeliveryMode=q -oi -t" );


On Fri, Apr 24, 2009 at 6:56 PM, Raed El-Hames <rfh at vialtus.com> wrote:
> Oleg;
>
> You need to bare in mind that
> Set($SendmailArguments, "-ODeliveryMode=q" );
> puts the message in a mail queue, you need to check the frequency of how
> often your mta process its queue
>
> btw, you are using sendmail ?? because ?the above line wont work if you are
> using exim, you need ?:
> Set($SendmailArguments, "-odq" );
>
> Regards;
>
> *Roy El-hames *
>
> ISP Systems
>
>
>
> *Vialtus Solutions*
>
> *(formerly Pipex Business)*
>
>
>
> Direct Dial: +44(0) 208 587 6181
>
> E-mail: rfh at vialtus.com <mailto:rfh at vialtus.com>
>
>
>
> Visit us on:
>
> www.vialtus.com <http://www.vialtus.com/>
>
>
>
> This email is subject to:
>
> http://www.vialtus.com/disclaimer.html
>
>
>
>
>
>
>
> Oleg Sladkoff wrote:
>>
>> Hello
>>
>> slight problem, RT doesn't send any mail since I updated the configuration
>> (nothing in rt's logs )
>>
>> any help appreciated !
>>
>> Oleg.
>>
>>
>> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
>>>
>>> Hi Ruslan
>>> thanks for your feedback :)
>>>
>>> after making a few tests it appears that the gap appears whenever someone
>>> is in CC on the ticket (*/This message will be sent to.../*)
>>>
>>> On mysql side I do not see any slow query (time >1) and I see no process
>>> (show process list).
>>>
>>> after following sendmailtips my problem was fixed :)
>>>
>>> in RT_SiteConfig.pm :
>>> Set($SendmailArguments, "-ODeliveryMode=q" );
>>>
>>> thanks for your help !
>>>
>>>
>>> best regards,
>>> Oleg.
>>>
>>>
>>> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:
>>>>
>>>> Check out RT logs and look at timings. It may help you spot big gaps
>>>> and localize problem.
>>>>
>>>> It can be sendmail or whatever you use as MTA:
>>>> http://wiki.bestpractical.com/view/SendmailTips
>>>>
>>>> What have you done to make sure it's not mysql?
>>>>
>>>> On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo at yahoo-inc.com
>>>> <mailto:sladkofo at yahoo-inc.com>> wrote:
>>>> > Hi
>>>> >
>>>> > Since a few weeks it takes about 10 seconds whenever I update any
>>>> > ticket .
>>>> > Looking at mysql I don't see any activity.
>>>> >
>>>> > Any idea where the problem could come from ?
>>>> >
>>>> > --
>>>> > Oleg Sladkoff
>>>> > KELKOO - Service Architect
>>>> > oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
>>>> > Yahoo messenger : Kelkoooleg
>>>> > tel : +33 (0)476848147
>>>> > gsm : +33(0)675768532
>>>> >
>>>> > _______________________________________________
>>>> > 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
>>>> >
>>>>
>>>>
>>>>
>>>>
>>>
>>> --
>>> Oleg Sladkoff ? KELKOO - Service Architect
>>> oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
>>> Yahoo messenger : Kelkoooleg
>>> tel : +33 (0)476848147 gsm : +33(0)675768532
>>>
>>
>> --
>> Oleg Sladkoff ? KELKOO - Service Architect
>> oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
>> Yahoo messenger : Kelkoooleg
>> tel : +33 (0)476848147 gsm : +33(0)675768532
>>
>



-- 
Best regards, Ruslan.


From timothy-flynn at uiowa.edu  Fri Apr 24 13:25:35 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Fri, 24 Apr 2009 12:25:35 -0500
Subject: [rt-users] Auditing ticket accesses
Message-ID: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>

I am looking for a way to record when someone views a ticket and log it
somehow.  I know the url accesses are in apache logs.  I am looking for
something long term that people could easily see when a ticket was
accessed, by who, and when.  I was thinking about a scrip to do this to
record instances to a ticket itself.  Also the RT logfile came to mind
but it is full of other messages and errors.  Has anyone done something
similar?

RT 3.8.2

Thanks!
-Tim


Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.



From rfh at vialtus.com  Fri Apr 24 13:58:59 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Fri, 24 Apr 2009 18:58:59 +0100
Subject: [rt-users] Auditing ticket accesses
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <49F1FDE3.8000603@vialtus.com>

Hi;

A while back I added a ticket custom field with Enter multiple values , 
and then a line lines of code in  Ticket/Display.html

 if (! $session{'pull'}{$id})
        #$RT::Logger->debug("someone viewing this ticket ". 
$TicketObj->Id);   
        
$TicketObj->AddCustomFieldValue(Field=>'Pulled-By',Value=>$session{'CurrentUser'}->Name); 

        $session{'pull'}{$id}= 1;
 }

Where Pulled_By is the custom field name, the session bit is to avoid 
adding a value on refresh etc, in our case we are not bothered how many 
times someone admired a ticket during a session ..
The above lines need to be after a ticket is Loaded, ie after
} else {
    $TicketObj ||= LoadTicket($ARGS{'id'});
 

The proper way to do this is to add this code to callback rather than 
editing Display.html

Roy


Flynn, Timothy J wrote:
> I am looking for a way to record when someone views a ticket and log it
> somehow.  I know the url accesses are in apache logs.  I am looking for
> something long term that people could easily see when a ticket was
> accessed, by who, and when.  I was thinking about a scrip to do this to
> record instances to a ticket itself.  Also the RT logfile came to mind
> but it is full of other messages and errors.  Has anyone done something
> similar?
>
> RT 3.8.2
>
> Thanks!
> -Tim
>
>
> Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  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
>   


From gravyface at gmail.com  Fri Apr 24 14:53:56 2009
From: gravyface at gmail.com (GravyFace)
Date: Fri, 24 Apr 2009 14:53:56 -0400
Subject: [rt-users]  AdminCCs on Queue don't receive notice on new tickets
Message-ID: <19fa96670904241153s45483c09n5d3314079d1791a7@mail.gmail.com>

Not sure if this is the feature or security right I'm looking for, but
new tickets created do not CC or notify the Staff group I've created.
I've added the Staff group to the Watchers under the Configuration >
Queue page, but when a new ticket is created, there's no notification
sent out.  I'd like it if the staff would receive an email
notification when a new ticket is created and also be able to see
comments and correspondence as well.


From JoopvandeWege at mococo.nl  Fri Apr 24 15:10:29 2009
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 24 Apr 2009 21:10:29 +0200
Subject: [rt-users] Auditing ticket accesses
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <49F20EA5.8000801@mococo.nl>

Flynn, Timothy J wrote:
> I am looking for a way to record when someone views a ticket and log it
> somehow.  I know the url accesses are in apache logs.  I am looking for
> something long term that people could easily see when a ticket was
> accessed, by who, and when.  I was thinking about a scrip to do this to
> record instances to a ticket itself.  Also the RT logfile came to mind
> but it is full of other messages and errors.  Has anyone done something
> similar?
> 
> RT 3.8.2
I'm assuming you're using mysql otherwise if you would be using Oracle 
you could use the auditing functionality of Oracle to audit access to 
your RT tables.

Greetings,

Joop


From jpierce at cambridgeenergyalliance.org  Fri Apr 24 15:23:30 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 24 Apr 2009 15:23:30 -0400
Subject: [rt-users] Auditing ticket accesses
In-Reply-To: <49F20EA5.8000801@mococo.nl>
References: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
	<49F20EA5.8000801@mococo.nl>
Message-ID: <be7163f0904241223k472cc2b8xb6c02f4e082e8447@mail.gmail.com>

> I'm assuming you're using mysql otherwise if you would be using Oracle
> you could use the auditing functionality of Oracle to audit access to
> your RT tables.
And if he were using Postgres, or SQLite?

Really though, this seems a rather dubious endeavor, as you're likely to
end up logging many spurious clicks. Do you or your users always find
exactly what they're searching for on the first try?


From jrhett at netconsonance.com  Fri Apr 24 15:33:34 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 24 Apr 2009 12:33:34 -0700
Subject: [rt-users] not sending AdminCC mail to owner?
Message-ID: <FB0D0CD1-E310-48B3-9936-71A75D730EB3@netconsonance.com>

I modified the default Script to send AdminCC mail to AdminCCs and the  
Owner of the ticket.

I observed today that it sends to everyone *but* the owner.   So our  
adminccs are

John
Jo
Owen
Archive

If nobody is the owner, we all receive the e-mail.  But if I am the  
owner, the recipients of the mail are everyone but me.  I've confirmed  
this by both viewing the mail server logs and by checking the "Show"  
next to the sent mail notification.

Obviously this is some misfire of the duplication suppression...

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From sladkofo at yahoo-inc.com  Fri Apr 24 15:42:53 2009
From: sladkofo at yahoo-inc.com (Oleg Sladkoff)
Date: Fri, 24 Apr 2009 21:42:53 +0200
Subject: [rt-users] rt3 performance problem when updating a ticket
In-Reply-To: <589c94400904240940g1ee33926sd84d355f4db3eb0@mail.gmail.com>
References: <1240414832.14107.7.camel@prettyenter.grenoble.corp.yahoo.com>
	<589c94400904221432o1a6a866l321c97d2613450c@mail.gmail.com>
	<1240476542.3372.68.camel@prettyenter.grenoble.corp.yahoo.com>
	<1240580061.3337.13.camel@prettyenter.grenoble.corp.yahoo.com>
	<49F1D314.5070602@vialtus.com>
	<589c94400904240940g1ee33926sd84d355f4db3eb0@mail.gmail.com>
Message-ID: <1240602173.3260.45.camel@localhost.localdomain>

Hi all

Thanks for all feedbacks!
Indeed I have a network problem on my server since yesterday, so the
problem does not come from RT...

the mailq command shows many "(Deferred: Connection timed out with
my.mail.server.)"

Oleg.


On Fri, 2009-04-24 at 17:40 +0100, Ruslan Zakirov wrote:

> I want to note that Set($SendmailArguments, "-ODeliveryMode=q" ); is
> incorrect. Default value in the RT config is not empty. So new value
> should be:
> 
> Set($SendmailArguments, "-ODeliveryMode=q -oi -t" );
> 
> 
> On Fri, Apr 24, 2009 at 6:56 PM, Raed El-Hames <rfh at vialtus.com> wrote:
> > Oleg;
> >
> > You need to bare in mind that
> > Set($SendmailArguments, "-ODeliveryMode=q" );
> > puts the message in a mail queue, you need to check the frequency of how
> > often your mta process its queue
> >
> > btw, you are using sendmail ?? because  the above line wont work if you are
> > using exim, you need  :
> > Set($SendmailArguments, "-odq" );

yes I'm using sendmail

> >
> > Regards;
> >
> > *Roy El-hames *
> >
> > ISP Systems
> >
> >
> >
> > *Vialtus Solutions*
> >
> > *(formerly Pipex Business)*
> >
> >
> >
> > Direct Dial: +44(0) 208 587 6181
> >
> > E-mail: rfh at vialtus.com <mailto:rfh at vialtus.com>
> >
> >
> >
> > Visit us on:
> >
> > www.vialtus.com <http://www.vialtus.com/>
> >
> >
> >
> > This email is subject to:
> >
> > http://www.vialtus.com/disclaimer.html
> >
> >
> >
> >
> >
> >
> >
> > Oleg Sladkoff wrote:
> >>
> >> Hello
> >>
> >> slight problem, RT doesn't send any mail since I updated the configuration
> >> (nothing in rt's logs )
> >>
> >> any help appreciated !
> >>
> >> Oleg.
> >>
> >>
> >> On Thu, 2009-04-23 at 09:49 +0100, Oleg Sladkoff wrote:
> >>>
> >>> Hi Ruslan
> >>> thanks for your feedback :)
> >>>
> >>> after making a few tests it appears that the gap appears whenever someone
> >>> is in CC on the ticket (*/This message will be sent to.../*)
> >>>
> >>> On mysql side I do not see any slow query (time >1) and I see no process
> >>> (show process list).
> >>>
> >>> after following sendmailtips my problem was fixed :)
> >>>
> >>> in RT_SiteConfig.pm :
> >>> Set($SendmailArguments, "-ODeliveryMode=q" );
> >>>
> >>> thanks for your help !
> >>>
> >>>
> >>> best regards,
> >>> Oleg.
> >>>
> >>>
> >>> On Wed, 2009-04-22 at 22:32 +0100, Ruslan Zakirov wrote:
> >>>>
> >>>> Check out RT logs and look at timings. It may help you spot big gaps
> >>>> and localize problem.
> >>>>
> >>>> It can be sendmail or whatever you use as MTA:
> >>>> http://wiki.bestpractical.com/view/SendmailTips
> >>>>
> >>>> What have you done to make sure it's not mysql?
> >>>>
> >>>> On Wed, Apr 22, 2009 at 7:40 PM, Oleg Sladkoff <sladkofo at yahoo-inc.com
> >>>> <mailto:sladkofo at yahoo-inc.com>> wrote:
> >>>> > Hi
> >>>> >
> >>>> > Since a few weeks it takes about 10 seconds whenever I update any
> >>>> > ticket .
> >>>> > Looking at mysql I don't see any activity.
> >>>> >
> >>>> > Any idea where the problem could come from ?
> >>>> >
> >>>> > --
> >>>> > Oleg Sladkoff
> >>>> > KELKOO - Service Architect
> >>>> > oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
> >>>> > Yahoo messenger : Kelkoooleg
> >>>> > tel : +33 (0)476848147
> >>>> > gsm : +33(0)675768532
> >>>> >
> >>>> > _______________________________________________
> >>>> > 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
> >>>> >
> >>>>
> >>>>
> >>>>
> >>>>
> >>>
> >>> --
> >>> Oleg Sladkoff   KELKOO - Service Architect
> >>> oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
> >>> Yahoo messenger : Kelkoooleg
> >>> tel : +33 (0)476848147 gsm : +33(0)675768532
> >>>
> >>
> >> --
> >> Oleg Sladkoff   KELKOO - Service Architect
> >> oleg.sladkoff at kelkoo.com <mailto:oleg.sladkoff at kelkoo.com>
> >> Yahoo messenger : Kelkoooleg
> >> tel : +33 (0)476848147 gsm : +33(0)675768532
> >>
> >
> 
> 
> 
> -- 
> 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

-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532
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From kfcrocker at lbl.gov  Fri Apr 24 16:07:59 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 24 Apr 2009 13:07:59 -0700
Subject: [rt-users] AdminCCs on Queue don't receive notice on new tickets
In-Reply-To: <19fa96670904241153s45483c09n5d3314079d1791a7@mail.gmail.com>
References: <19fa96670904241153s45483c09n5d3314079d1791a7@mail.gmail.com>
Message-ID: <49F21C1F.8050909@lbl.gov>

GravyFace,


    You have to have a notification scrip to notify the AdminCc or Cc 
watcher in order for them to get an email. Just HAVING a Cc watcher or 
AdminCc watcher doesn't get it done.


Kenn
LBNL

On 4/24/2009 11:53 AM, GravyFace wrote:
> Not sure if this is the feature or security right I'm looking for, but
> new tickets created do not CC or notify the Staff group I've created.
> I've added the Staff group to the Watchers under the Configuration >
> Queue page, but when a new ticket is created, there's no notification
> sent out.  I'd like it if the staff would receive an email
> notification when a new ticket is created and also be able to see
> comments and correspondence as well.
> _______________________________________________
> 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 Apr 24 18:34:12 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Fri, 24 Apr 2009 15:34:12 -0700
Subject: [rt-users] Date Conversion question
Message-ID: <49F23E64.3010105@lbl.gov>

To any and all,


    We have been scratching our collective heads over here trying to 
figure out why we get two different results in RT when passing some 
dates. We are converting from a legacy file and have the conversion 
program using API. Here's the problem; when we pass RT a date we want to 
go into the "Created" date field, we pass it a "yyyy/mm/dd" field and it 
gets converted properly, no problems. If we do the same thing for the 
"Started" and "Resolved" dates, it leaves the date as "1-Jan-1970" (we 
are on Oracle). Of course, we can't have 8,000 tickets that are resolved 
with no Resolved date, and they certainly can't all be the same date. If 
we pass the date to RT with "-" instead of "/", then it works. So why 
does the "Created" date work? Is RT using different date routines to 
convert date formats? That would seem odd. I could also speak of having 
to add a routine to deal with the "Greenwich Mean Time" situation for 
all of our dates, but, oh well. Does anyone have any idea of why RT can 
re-format for one of it's date fields correctly and not the others? Thanks.


Kenn
LBNL



From chaim.rieger at gmail.com  Fri Apr 24 18:37:43 2009
From: chaim.rieger at gmail.com (Chaim Rieger)
Date: Fri, 24 Apr 2009 15:37:43 -0700
Subject: [rt-users] table not found error
Message-ID: <49F23F37.4000900@gmail.com>

DBD::mysql::st execute failed: Table 'rt3.Users' doesn't exist at

however when i go into mysql
show tables;
mysql> show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| CustomFields            |
| ObjectCustomFields      |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| acl                     |
| attachments             |
| attributes              |
| cachedgroupmembers      |
| customfieldvalues       |
| groupmembers            |
| groups                  |
| links                   |
| objectcustomfieldvalues |
| principals              |
| queues                  |
| sessions                |
| tickets                 |
| transactions            |
| users                   |
+-------------------------+
21 rows in set (0.00 sec)

mysql> exit


i moved the rt instance to a new server, and its looking for the Users 
table but theres only a users table ?

am i missing something here ?


From jesse at bestpractical.com  Fri Apr 24 18:54:47 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 24 Apr 2009 18:54:47 -0400
Subject: [rt-users] Query Builder very slow after system update
In-Reply-To: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B8510@TDN3V24EXS0W.tdn.de>
References: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B8510@TDN3V24EXS0W.tdn.de>
Message-ID: <20090424225447.GC664@100.79.240.10.in-addr.arpa>




On Fri 24.Apr'09 at 16:13:12 +0200, Liviu Costea wrote:
> Hello,
> 
>  
> 
> We recently updated our RT3 server ( RT 3.8.1 , around 200000 tickets) from Red
> Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version
> is 5.0.45.
>

What does mysqltuner.pl say about your 5.0.45 database?  Is it possible
for you to come up to 3.8.2?


From jrhett at netconsonance.com  Fri Apr 24 19:03:47 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Fri, 24 Apr 2009 16:03:47 -0700
Subject: [rt-users] not sending AdminCC mail to owner?
In-Reply-To: <FB0D0CD1-E310-48B3-9936-71A75D730EB3@netconsonance.com>
References: <FB0D0CD1-E310-48B3-9936-71A75D730EB3@netconsonance.com>
Message-ID: <C6D5D6A2-2BE7-446C-B1A9-C47EF03656D4@netconsonance.com>

Just for clarity, I am also an admincc watcher of the queue.

Anyone have any idea why admincc would be suppressed?

On Apr 24, 2009, at 12:33 PM, Jo Rhett wrote:
> I modified the default Script to send AdminCC mail to AdminCCs and the
> Owner of the ticket.
>
> I observed today that it sends to everyone *but* the owner.   So our
> adminccs are
>
> John
> Jo
> Owen
> Archive
>
> If nobody is the owner, we all receive the e-mail.  But if I am the
> owner, the recipients of the mail are everyone but me.  I've confirmed
> this by both viewing the mail server logs and by checking the "Show"
> next to the sent mail notification.
>
> Obviously this is some misfire of the duplication suppression...
>
> --  
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
>
> _______________________________________________
> 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

--  
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jesse at bestpractical.com  Fri Apr 24 20:18:17 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 24 Apr 2009 20:18:17 -0400
Subject: [rt-users] Auditing ticket accesses
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <20090425001817.GD664@100.79.240.10.in-addr.arpa>




On Fri 24.Apr'09 at 12:25:35 -0500, Flynn, Timothy J wrote:
> I am looking for a way to record when someone views a ticket and log it
> somehow.  I know the url accesses are in apache logs.  I am looking for
> something long term that people could easily see when a ticket was
> accessed, by who, and when.  I was thinking about a scrip to do this to
> record instances to a ticket itself.  Also the RT logfile came to mind
> but it is full of other messages and errors.  Has anyone done something
> similar?

I think an on-display callback that wrote to a custom table or custom
logfile would be your best bet. Do you care about accesses to subpages,
ticket search results, CLI usage, or API usage?
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From jmoseley at corp.xanadoo.com  Fri Apr 24 20:39:26 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 24 Apr 2009 19:39:26 -0500
Subject: [rt-users] table not found error
In-Reply-To: <49F23F37.4000900@gmail.com>
Message-ID: <OFEEFDE094.F977EC6F-ON862575A3.0002B462-862575A3.0003A1DC@corp.xanadoo.com>

When you moved the RT instance to another server, did you upgrade it?  If
so, did you upgrade the database as well?  If you moved the database, how
exactly did you do that?  What version are you running now?

I'm running 3.8.2, and all table names are capitalized (with the exception
of one) , so I'm guessing you're probalby running an older version.  I also
show 28 tables (to your 21):

+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| Attributes              |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| ObjectCustomFieldValues |
| ObjectCustomFields      |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
28 rows in set (0.00 sec)


James Moseley



Chaim Rieger <chaim.rieger at gmail.com>  wrote:


DBD::mysql::st execute failed: Table 'rt3.Users' doesn't exist at

however when i go into mysql
show tables;
mysql> show tables;
+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| CustomFields            |
| ObjectCustomFields      |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| acl                     |
| attachments             |
| attributes              |
| cachedgroupmembers      |
| customfieldvalues       |
| groupmembers            |
| groups                  |
| links                   |
| objectcustomfieldvalues |
| principals              |
| queues                  |
| sessions                |
| tickets                 |
| transactions            |
| users                   |
+-------------------------+
21 rows in set (0.00 sec)

mysql> exit


i moved the rt instance to a new server, and its looking for the Users
table but theres only a users table ?

am i missing something here ?
_______________________________________________
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From jmoseley at corp.xanadoo.com  Fri Apr 24 22:10:47 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Fri, 24 Apr 2009 21:10:47 -0500
Subject: [rt-users] table not found error
In-Reply-To: <OFEEFDE094.F977EC6F-ON862575A3.0002B462-862575A3.0003A1DC@LocalDomain>
Message-ID: <OF95ED742A.CF356BEC-ON862575A3.000BA98A-862575A3.000BFEDD@corp.xanadoo.com>

FYI, as my co-worker just pointed out, the FM* tables below are due to a
very old installation of RTFM...  Those can be disregarded.


James Moseley





+-------------------------+
| Tables_in_rt3           |
+-------------------------+
| ACL                     |
| Attachments             |
| Attributes              |
| CachedGroupMembers      |
| CustomFieldValues       |
| CustomFields            |
| FM_ArticleCFValues      |
| FM_Articles             |
| FM_ClassCustomFields    |
| FM_Classes              |
| FM_CustomFieldValues    |
| FM_CustomFields         |
| FM_Transactions         |
| GroupMembers            |
| Groups                  |
| Links                   |
| ObjectCustomFieldValues |
| ObjectCustomFields      |
| Principals              |
| Queues                  |
| ScripActions            |
| ScripConditions         |
| Scrips                  |
| Templates               |
| Tickets                 |
| Transactions            |
| Users                   |
| sessions                |
+-------------------------+
28 rows in set (0.00 sec)



James Moseley






From mhoover at thectogroup.com  Sat Apr 25 02:22:21 2009
From: mhoover at thectogroup.com (Matt Hoover)
Date: Fri, 24 Apr 2009 23:22:21 -0700
Subject: [rt-users] Query Builder search on Told
Message-ID: <996ab0890904242322l6798e930qd39b21cfac28ccde@mail.gmail.com>

In query builder - how do I search on dates that are NULL?  I have tried
Told = NULL and lots of other combinations...  We are using RT 3.81

Thanks

Matt
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From Uday.Dey at SierraAtlantic.com  Sat Apr 25 02:56:19 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Sat, 25 Apr 2009 12:26:19 +0530
Subject: [rt-users] Backend of search and querybuilder
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD59B0@instpex1.in.corp.sa>

Hi All,

 

Can someone please let me know how the search option and the query
builder act in the backend when we try to run some queries and fetch
some results. I mean to say that how they fetch the info from and which
particular tables they refer to? I need this info in order to play
around with the query builder a little bit. Any info on this will be
greatly appreciated.

 

Regards,

Uday


__________________________________________________________________________________________________________________
DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." 
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From jmoseley at corp.xanadoo.com  Sat Apr 25 12:16:16 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Sat, 25 Apr 2009 11:16:16 -0500
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <d6404fe30904250629n6a052f5wa0c9f130bbabbf3@mail.gmail.com>
Message-ID: <OFF22E6C24.4A3FB83C-ON862575A3.0058D264-862575A3.0059672F@corp.xanadoo.com>

Grant, again, if you want help, do not post requests or replies directly to
individual members of the RT list without including the list...

The reason you are getting this error is because at some point in the email
chain, a linewrap inserted a carriage return into the 'configure' command
and you simply copied and pasted it.  The command needs to be all on one
line.


James Moseley




Grant Deters <gdeters at usd250.org> wrote:

Thanks for the information, on the step of



./configure --prefix=/opt/rt3.8.2 --with-web-user=apache


--with-webgroup=apache --with-mysql --with-web-handler=fastcgi



I get a:

bash: --with-web-group=apache: command not found





From cwfox at us.fujitsu.com  Sat Apr 25 17:34:27 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Sat, 25 Apr 2009 11:34:27 -1000
Subject: [rt-users] RT 3.6.6 and Branded Queues
Message-ID: <49F381E3.6070401@us.fujitsu.com>

Alle,

	Is the only way to change 'Subject: [{$rtname} #{$Ticket->id()}]' to 
'Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]' to modify 
/lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we 
cannot get it to work with 3.6.6.

Best Regards,
Camron

-- 
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com
Phone:		(808) 934-4102
Cell:		(808) 937-5026



From slackamp at gmail.com  Sun Apr 26 14:52:22 2009
From: slackamp at gmail.com (slamp slamp)
Date: Sun, 26 Apr 2009 14:52:22 -0400
Subject: [rt-users]  command by email failing for non RT objects
Message-ID: <78926d250904261152h1f526847t24802d93d470f11a@mail.gmail.com>

people sometimes tend to put colons on their e-mail.

for example,

Please see below:

This fails command by email. Is there a way to only define a few sets
of objects to be parsed by command by email??


right now we need to resolve a ticket  via e-mail. so how do i set
command by email to only parse for "status: whatever"???


From gdeters at usd250.org  Sun Apr 26 16:49:28 2009
From: gdeters at usd250.org (Grant Deters)
Date: Sun, 26 Apr 2009 15:49:28 -0500
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <OFFB48D523.439183C1-ON862575A2.004B75DF-862575A2.0053D6F7@corp.xanadoo.com>
References: <OFFB48D523.439183C1-ON862575A2.004B75DF-862575A2.0053D6F7@corp.xanadoo.com>
Message-ID: <49F4C8D8.70904@usd250.org>

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From vadud3 at gmail.com  Sun Apr 26 17:14:25 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sun, 26 Apr 2009 17:14:25 -0400
Subject: [rt-users] Upgrade RT
In-Reply-To: <6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0811180727p16ae239bh333905f2e14715ed@mail.gmail.com>
	<4BAB9329-9399-4FA1-8364-2D122E8E9CF9@sanger.ac.uk>
	<6EADFA91-527F-4962-97CE-59E104C20BD1@sanger.ac.uk>
Message-ID: <a60f25fc0904261414o406be144n9c4ce3f741c94c17@mail.gmail.com>

On Wed, Nov 19, 2008 at 10:08 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 18 Nov 2008, at 4:47 pm, Tim Cutts wrote:
>
>  What switches did you use to dump the mysql? I see few gotcha's about
>>> using binary characters
>>> and separate dump  for attachment table and stuff
>>>
>>
>> OK, yes, I've just looked at an attachment to one of our tickets, and
>> yes, it's corrupted.  Bugger.  So I've obviously missed something.  I
>> thought that all one needed to do was to apply the mysql 4.0->4.1
>> patches at the appropriate point, but clearly something is wrong.  Or
>> is it what you allude to above, and we need to do something smarter
>> when dumping the Attachment table?  Can you give me some references to
>> where you've seen the gotchas?
>>
>
> OK, I'm now getting a bit concerned, because I've re-done my upgrade
> procedure based on dumping with --default-charset=binary, but I've still got
> a problem with corrupted attachments.  I imagine there's a huge amount of
> past material on this list about this problem - are there any good summary
> documents somewhere?  The procedure I'm trying to follow is:
>
> 1)  mysqldump my RT 3.4.2 instance, which is running on a MySQL 4.1.11
> database (maybe this is my problem?  Maybe I don't need the 4.0->4.1 update
> at all?)
>
> 2)  Load that dump into a new MySQL 5.0 database on my new system
>
> 3)  Apply the 3.4.2 -> 3.8.0 update
>
> 4)  Apply the MySQL 4.0->4.1 patch, if necessary (I'm now wondering whether
> it is, or whether applying it is actually causing the problem)
>

It completes after 918 mins with this error message

# time mysql -u root -p rt3 < sql.queries
Enter password:
ERROR 1062 (23000) at line 210: Duplicate entry '' for key 2

real    918m45.115s
user    0m0.088s
sys     0m0.072s




>
> 5)  Apply the 3.8.0 -> 3.8.1 update
>
> Any ideas?
>
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From gdeters at usd250.org  Sun Apr 26 22:58:02 2009
From: gdeters at usd250.org (Grant Deters)
Date: Sun, 26 Apr 2009 21:58:02 -0500
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <OFFB48D523.439183C1-ON862575A2.004B75DF-862575A2.0053D6F7@corp.xanadoo.com>
References: <OFFB48D523.439183C1-ON862575A2.004B75DF-862575A2.0053D6F7@corp.xanadoo.com>
Message-ID: <49F51F3A.3050907@usd250.org>

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From chanty_kh at yahoo.com  Sun Apr 26 23:25:39 2009
From: chanty_kh at yahoo.com (ty chan)
Date: Sun, 26 Apr 2009 20:25:39 -0700 (PDT)
Subject: [rt-users] Apache2 usually hit up to 100% - RT Performance
Message-ID: <841825.8615.qm@web52302.mail.re2.yahoo.com>

It is a newly install and testing RT system. i have a few ticket inside what is nearly 100 ticket.
Everytime, I open Query Builder, Reply or Check the ticket the apache process takes 100% of CPU process.
that make RT very slow.

I have been looking around on the mailing list but i am still not sure what the problem is and what i should do.
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From Uday.Dey at SierraAtlantic.com  Mon Apr 27 02:07:24 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Mon, 27 Apr 2009 11:37:24 +0530
Subject: [rt-users] How does Query builder work
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD5B50@instpex1.in.corp.sa>

Hi,

 

       Can someone please explain to me how the query builder functions?
I mean how does it build the query when I input some values and what all
tables do it refers to?

        Any insight on this is greatly appreciated.

 

 

Regards,

Uday


__________________________________________________________________________________________________________________
DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." 
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From aymeric.durand at gmail.com  Mon Apr 27 04:34:27 2009
From: aymeric.durand at gmail.com (Aymeric Durand)
Date: Mon, 27 Apr 2009 10:34:27 +0200
Subject: [rt-users] statistics
Message-ID: <24c2d3190904270134k294a8128r20abfe160823ca73@mail.gmail.com>

Hi ;

Newbie in RT, I used it since 3 months for managing tickets from users only
by email. It works great.

But, I search to know how extract statistics such as time to resolv ticket,
average number of ticket per day .....

Can anyone tell me if documentation exists ?

Regards ;

Aymeric
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From sladkofo at yahoo-inc.com  Mon Apr 27 04:32:58 2009
From: sladkofo at yahoo-inc.com (Oleg Sladkoff)
Date: Mon, 27 Apr 2009 10:32:58 +0200
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <49F4C8D8.70904@usd250.org>
References: <OFFB48D523.439183C1-ON862575A2.004B75DF-862575A2.0053D6F7@corp.xanadoo.com>
	<49F4C8D8.70904@usd250.org>
Message-ID: <1240821178.4966.6.camel@prettyenter.grenoble.corp.yahoo.com>

Hi ,

rt3 is available through EPEL repository with all dependencies...
http://wiki.bestpractical.com/view/RHELorCentOSusingEPEL 

regards, Oleg.

On Sun, 2009-04-26 at 21:49 +0100, Grant Deters wrote:
> OK, got that far, has a bit of trouble with XML::RSS, however, I was
> able to pull it from the web.
> 
> jmoseley at corp.xanadoo.com wrote: 
> > First and foremost, please email your requests for assistance to the
> > mailing list.  With that said, the main installation guide is Unix-generic,
> > but if you know enough about your particular OS, you shouldn't have too
> > many problems.  Cent OS/RHEL (and other) guides do exist in the official RT
> > setup wiki (http://wiki.bestpractical.com/view/InstallationGuides), but
> > they quickly become a bit outdated because package names change, versions
> > change, etc, and some refer to third-party yum repos to install RT-required
> > software and even RT itself.
> > 
> > The obvious questions are what have you installed thus far and where are
> > you encountering problems?
> > 
> > I would say RT installation falls into four basic steps:
> > 
> > 1. Installing necessary software that RT requires (perl, perl modules,
> > database software (both client and server), webserver, perl interpreter,
> > etc)
> > 2. Installing RT (this is the point where most perl modules will be
> > installed)
> > 3. Setting up RT database
> > 4. Configuring RT (RT_SiteConfig.pm), webserver, and mail environment
> > 
> > I'll go ahead and start with numbers one and two above using Mysql, Apache,
> > and FastCGI.  In this example, RT itself will be installed from source,
> > supporting software will be installed via standard CentOS yum repositories,
> > and most perl modules via CPAN.  It's further assumed that Mysql will be
> > running on the same server as RT (I prefer separate servers as perfomance
> > will be better with a dedicated mysql server with fast disks and lots of
> > memory, preferably a 64-bit system to better take advantage of memory).
> > Perhaps you've already completed these steps:
> > 
> > 1. Install the following via yum:
> > 
> > httpd, perl, mysql, mysql-server, mod_fcgid, ncftp
> > 
> > a) create entry in /etc/group for rt group: rt:x:501:apache
> > 
> > b) disable Selinux in /etc/selinux/config:
> > 
> > SELINUX=disabled
> > 
> > c) then execute the following from  a shell prompt: echo 0 >
> > /selinux/enforce
> > 
> > This way you don't have to reboot the box...  If for some reason this
> > doesn't work, simply reboot...
> > 
> > 2. Download RT source; unzip, untar it, rename to 'rt-3.8.2.src'
> > 
> > a) CD into your source directory and then run the following command (you
> > can choose to install RT in any directory you want, of course):
> > 
> > ./configure --prefix=/opt/rt3.8.2 --with-web-user=apache
> > --with-web-group=apache --with-mysql --with-web-handler=fastcgi
> > 
> > b) make testdeps
> > 
> > This will list all the perl modules you need to install
> > 
> > c) make fixdeps
> > 
> > This will automatically try to install all the required perl modules by
> > invoking CPAN.  If you haven't already invoked the CPAN shell environment,
> > there will be a set of setup questions CPAN will ask you.  There is a
> > strong possibly that 'make fixdeps' won't get all required modules
> > installed.  In this case, you will have to run 'cpan' from a shell prompt
> > and install one perl module at a time.  Be advised that many of the
> > required perl modules have dependencies, so the CPAN installer will attempt
> > to install those as well.  As a last resort if run into problems with CPAN,
> > you can install quite a few of the required perl modules from yum.  Look at
> > the wiki refereneced above for RHEL/Cent OS examples of what perl modules
> > are generally available via yum.  Keep performing 'make testdeps' to ensure
> > all perl modules have been installed.  When they have been:
> > 
> > d) make install
> > 
> > e) ln -s /opt/rt3.8.2 /opt/rt3
> > 
> > I do the following to keep upgrades sane.  For example, when I upgrade to
> > say, RT 3.8.3, it will be installed in /opt/rt3.8.3 and I will then delete
> > the existing /opt/rt3 soft link and repoint it at the new installation.
> > This way, I can install a new version of RT without upgrading/blowing away
> > the live version, which also means I can fall back to the previous version
> > if the new version doesn't work for some reason.
> > 
> > Hope this helps!
> > 
> > If you get passed this, then I will continue with the other steps.  I'll
> > then add to the RT wiki...
> > 
> > 
> > 
> > James Moseley
> > 
> > 
> > 
> > 
> > Grant Deters <gdeters at usd250.org> wrote:
> > 
> > Hello,
> > 
> > I was wondering if you had any good guides to installing RT on CentOS 5.3.
> > I have been unsuccessful in my first attempt as the guides for it on their
> > website where hard for me to follow as they don't provide one specifically
> > for this OS.
> > 
> > Any help would be greatly appreciated.
> > 
> > Thanks
> > 
> > 
> > 
> >   
> 
> -- 
> Grant S. Deters
> USD 250 School District
> Assistant Network/Systems Administrator
> Ph. (620) 235.3246
-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladkoff at kelkoo.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532



From chanty_kh at yahoo.com  Mon Apr 27 04:38:52 2009
From: chanty_kh at yahoo.com (ty chan)
Date: Mon, 27 Apr 2009 01:38:52 -0700 (PDT)
Subject: [rt-users] statistics
In-Reply-To: <24c2d3190904270134k294a8128r20abfe160823ca73@mail.gmail.com>
References: <24c2d3190904270134k294a8128r20abfe160823ca73@mail.gmail.com>
Message-ID: <566617.93149.qm@web52312.mail.re2.yahoo.com>

hi,

you can use Query Builder in Tickets to get those report.


regards,
chanty




________________________________
From: Aymeric Durand <aymeric.durand at gmail.com>
To: rt-users at lists.bestpractical.com
Sent: Monday, April 27, 2009 3:34:27 PM
Subject: [rt-users] statistics

Hi ;

Newbie in RT, I used it since 3 months for managing tickets from users only by email. It works great.

But, I search to know how extract statistics such as time to resolv ticket, average number of ticket per day .....

Can anyone tell me if documentation exists ?

Regards ;

Aymeric
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From Simon.Dray at antplc.com  Mon Apr 27 05:14:42 2009
From: Simon.Dray at antplc.com (Simon Dray)
Date: Mon, 27 Apr 2009 10:14:42 +0100
Subject: [rt-users] SLA question
Message-ID: <3e77e8608357d6faf5204c3b397b1d965bb411b9@localhost>

RT 3.8.2
SLA 02

Dear all

I hope someone can enlighten me on this

I have set up in my RT_Siteconfig.pm the following but am not sure how to call it when setting up a the customfield

Set(%ServiceAgreements, (

Default => 'Info',

QueueDefault => {

        'General' => 'Critical',

        },



        Levels => {

                'Critical' => { Response => { BusinessMinutes => 60*8*4 } },

                'Major' => { Response => { BusinessMinutes => 60*8*20 } },

                'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },

                'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },

                'Special' => {
                        'Critical' => { Response => { BusinessMinutes => 60*8*3 } },
                        'Major' => { Response => { BusinessMinutes => 60*8*10 } },
                        'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
                        'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
                        },
                        },

        )

);

I have defined a normal set of response times but I want to be able to call the one for Special in certain circumstance how do I call it in the custom field or have I misinterpreted what can be done.




Regards Simon
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From tjrc at sanger.ac.uk  Mon Apr 27 05:17:26 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Mon, 27 Apr 2009 10:17:26 +0100
Subject: [rt-users] Query Builder very slow after system update
In-Reply-To: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B8510@TDN3V24EXS0W.tdn.de>
References: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B8510@TDN3V24EXS0W.tdn.de>
Message-ID: <C541389A-99DD-44CF-A8AC-14B853681912@sanger.ac.uk>


On 24 Apr 2009, at 3:13 pm, Liviu Costea wrote:

> Hello,
>
> We recently updated our RT3 server ( RT 3.8.1 , around 200000  
> tickets) from Red Hat Enterprise Linux 5.1 to 5.3 (yum update). The  
> new MySQL installed version is 5.0.45.

We massively sped up the Query Builder by overriding the PickBasics  
element:

--- /opt/rt3/share/html/Search/Elements/PickBasics	2009-02-03  
11:53:01.000000000 +0000
+++ ./html/Search/Elements/PickBasics	2009-02-10 15:38:44.000000000  
+0000
@@ -121,11 +121,10 @@
              Path => '/Elements/SelectBoolean',
              Arguments => { TrueVal=> '=', FalseVal => '!=' },
          },
-        Value => {
-            Type => 'component',
-            Path => '/Elements/SelectOwner',
-            Arguments => { ValueAttribute => 'Name' },
-        },
+	Value => {
+	    Type => 'text',
+            Size => 20,
+	},
      },
      {
          Name => 'Watcher',

It's the SelectOwner dropdown box which takes so long to populate with  
a large number of users in the system, so we just changed it to a text  
input box.  Can't take credit for this - a previous poster pointed  
this out a couple of months ago.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From Uday.Dey at SierraAtlantic.com  Mon Apr 27 09:46:16 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Mon, 27 Apr 2009 19:16:16 +0530
Subject: [rt-users] Query Builder
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD5E2C@instpex1.in.corp.sa>

Hi,

 

    I am kind of novice in RT. Can someone please tell me how the query
builder works?  When I give the arguments and click on search how does
it build the query and what all tables does it refer to???? Any kind of
insight on this is greatly appreciated.

 

Regards,

Uday

 


__________________________________________________________________________________________________________________
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From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 27 10:28:31 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 27 Apr 2009 10:28:31 -0400
Subject: [rt-users] Migration
In-Reply-To: <8B08529E88A3624A9158BBADB6325C3506240C85@sv-mail.snowvalley.com>
References: <8B08529E88A3624A9158BBADB6325C3506240C85@sv-mail.snowvalley.com>
Message-ID: <49F5C10F.4050008@ucrwcu.rwc.uc.edu>

This is VERY nice to have.  I will add it to the wiki so that others may 
reference it in the future: 
http://wiki.bestpractical.com/view/MigrateBugzillaToRT

Javier Garcia wrote:
> Hi all,
>
> I haven't seen this on the list so I will send the email again.
>
> Please find attached a short description on how I migrated our 26K
> bugzilla tickets to RT.
> Any comments or fixes will be welcomed.
>
> Environment:
> - OS: Debian Etch 2.6.18-6-486
> - RT version: 3.8.2
> - MySQL version: 5.0.32-Debian_7etch8-log
>
>
> Cheers,
> Javier Garcia
> Systems Engineer
> Snow Valley
>
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From bertignac at gmail.com  Mon Apr 27 10:56:25 2009
From: bertignac at gmail.com (L B)
Date: Mon, 27 Apr 2009 16:56:25 +0200
Subject: [rt-users] Ticket approved... and then ?
Message-ID: <da03fe3e0904270756vd595396sfc78730a0c509d20@mail.gmail.com>

Hello,

 I'm setting up approvals on RT 3.8.2. I manage my tickets (incoming
requests) in FOOBAR queue. I created a queue FOOBAR_APPROVAL for
tickets needing approvals (I have a scrip/template for this queue,
when I move a ticket inside, the approvers are notified and the
approval process begins).

Let's say someone creates a ticket, it goes into FOOBAR queue, and
then the guy who manages this ticket sees it needs approval and  move
it to FOOBAR_APPROVAL queue for approbation.All the approvers approve
it, and then.... it's in FOOBAR_APPROVAL queue.

My questions :
 - do I have to consider FOOBAR_APPROVAL like a "working" queue ?
Meaning admins, requestors etc... corresponds on the tickets in this
queue ?
 - should I move automatically (I don't know how yet, shouldn' be
hard) the tickets to the FOOBAR queue once they are approved ?

Any feedback is welcome regarding how you use the approval process in
your RT (how do you decide a ticket enters this approval process, and
how you manage it after the approbation)

PS: I saw a patch on RT-devel for a button enabling the Approval
process on a ticket, I may think to this as well. Feedbacks welcome !

Thanks !
-- 
L.B.


From jmoseley at corp.xanadoo.com  Mon Apr 27 11:04:36 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Mon, 27 Apr 2009 10:04:36 -0500
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <49F4C8D8.70904@usd250.org>
Message-ID: <OFE4396C80.0ABAC246-ON862575A5.004BB3E0-862575A5.0052D72C@corp.xanadoo.com>

Yes, I got both messages...  Moving on.

Next step is setting up the mysql database.

3. If you already haven't done so, set a root password for your mysql
server - from a root prompt do (make sure mysqld is running):

mysqladmin -u root password <root_password>

(don't include the <> in the actual shell command above nor the syntax
below)

a) Next, we have to set up the /opt/rt3/etc/RT_SiteConfig.pm file.  Edit
and put in appropriate settings for your setup:

Set($DatabasePassword , 'rt_user password');
Set($LogToSyslog    , 'info');
Set($LogToFile      , 'warning');
Set($LogStackTraces , 1);
Set($Organization , "change to your Organization's name");
Set($rtname, 'example.com');
Set($Timezone , 'US/Central');
Set($WebPath , "/rt");
Set($WebBaseURL , "http://yourserver.name.com");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");
Set($LogDir, '/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($PreferRichText, 1);

(Note, make a new password for the rt_user password above - separate from
the root mysql password)

b) Create the database:

/opt/rt3/sbin/rt-setup-database --action init --dba root --dba-password
<root_password>

c).  I can't remember if the rt-setup-database init procedure above
actually creates the 'rt_user' db user, sets the password, prvileges, etc.
If for some reason it does not, from a mysql prompt do:

GRANT ALL PRIVILEGES ON rt3.* TO rt_user at localhost IDENTIFIED BY
'<password>';

Replace <password> to match your RT_SiteConfig.pm password.

4. We've already actually setup the RT_SiteConfig.pm file, so we can move
on to settping up Apache and mail.

a) In this example we will be using mod_fcgid, an alternative to mod_perl
and Apache's mod_fastcgi.  Both mod_fcgid and mod_perl are available via
standard CentOS yum repositories.  At this time, I don't believe there is
an example of the mod_fcgid Apache config on the RT installation wiki.
Create and save /etc/httpd/conf.d/rt3.conf with the following:

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/

b) Restart Apache

/etc/init.d/httpd restart

c) To setup the mailgate (in order to create/update tickets via email),
edit your /etc/aliases file and add the following aliases:

rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://yourserver.name.com/rt/"
rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment
--url http://yourserver.name.com/rt/"

Obviously, you can change the alias names to whatever you want and as you
add queues, you'll want to add aliases for each queue.  Edit the URL
setting to match your server.

NOTE: The above entries will work with Postfix.  If you are using sendmail,
a few more configuration changes will be needed.  Sendmail examples can be
found in various CentOS, Redhat, and Fedora installation guiedes in the
main Wiki.

5. Lastly, test your configuration by pointing a browser at:
http://yourserver.name.com/rt/

I believe the default login is 'root' with 'password' as the password.

Good luck!



James Moseley



Grant Deters <gdeters at usd250.org> wrote:

OK, got that far, has a bit of trouble with XML::RSS, however, I was able
to pull it from the web.






From vadud3 at gmail.com  Mon Apr 27 11:19:18 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 27 Apr 2009 11:19:18 -0400
Subject: [rt-users] Upgrade RT
In-Reply-To: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
Message-ID: <a60f25fc0904270819j18a6746al84914acce2f84be4@mail.gmail.com>

On Tue, Nov 18, 2008 at 6:33 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote:
>
>  Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap
>> somewhere?
>>
>
> You can do this in almost one go, yes.  It's almost exactly what I'm doing
> with my production RT, where I'm going from 3.4.2 to 3.8.1
>
>
>> Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT?
>>
>
> Yes.  Or at least, here's what I've tested, and seems to work quite well:
>
> 1)  Set up a new RT box for your new server, so that you can always back
> out if this goes wrong.  On this server, install the new version of MySQL
> you want to use, and install RT 3.8.1
>
> 2)  Make a dump of your production MySQL instance, and load it into the new
> MySQL database.
>
> 3)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as
> detailed in the RT 3.8.1 README file, but only as far as version 3.8.0
>
> 4)  Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and apply
> the SQL statements it wants you to make.  This can take a long time; the
> alter table statements are pretty slow-running.
>
> 5)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again
> for the last small changes from 3.8.0 to 3.8.1


On my new server (not production yet) the upgrade is failing. I don't want
to change the ACL on
the database unless that is harmless, to successfully upgrade

/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
--action upgrade
In order to create or update your RT database, this script needs to connect
to your  mysql instance on localhost as root
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
Working with:
Type:   mysql
Host:   localhost
Name:   rt3
User:   rt_user
DBA:    root
Enter RT version you're upgrading from: 3.4.5

Going to apply following upgrades:
* 3.5.1
* 3.7.1
* 3.7.3
* 3.7.10
* 3.7.15
* 3.7.19
* 3.7.81
* 3.7.82
* 3.7.85
* 3.7.86
* 3.7.87
* 3.8.0
* 3.8.1
* 3.8.2

Enter RT version if you want to stop upgrade at some point,
  or leave it blank if you want apply above upgrades:

IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP

Proceed [y/N]:y
Processing 3.5.1
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access denied
for user 'rt_user'@'localhost' (using password: YES) at
/opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed Access denied for user 'rt_user'@'localhost' (using password:
YES)
 at /opt/rt3/sbin/../lib/RT.pm line 204


I can login OK  with `mysql   -u root    -p rt3'
I failed to login with `mysql   -u rt_user  -p rt3'  using the password I
have in RT_*Config.pm files (same) for rt_user

The same login attempt works on the original instance of RT (3.4.5)



>
>
> After that, it all seemed to work pretty well.
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From barnesaw at ucrwcu.rwc.uc.edu  Mon Apr 27 11:20:33 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 27 Apr 2009 11:20:33 -0400
Subject: [rt-users] not sending AdminCC mail to owner?
In-Reply-To: <C6D5D6A2-2BE7-446C-B1A9-C47EF03656D4@netconsonance.com>
References: <FB0D0CD1-E310-48B3-9936-71A75D730EB3@netconsonance.com>
	<C6D5D6A2-2BE7-446C-B1A9-C47EF03656D4@netconsonance.com>
Message-ID: <49F5CD41.3080406@ucrwcu.rwc.uc.edu>

$NotifyActor is set to 0, perhaps as a cause?

Jo Rhett wrote:
> Just for clarity, I am also an admincc watcher of the queue.
>
> Anyone have any idea why admincc would be suppressed?
>
> On Apr 24, 2009, at 12:33 PM, Jo Rhett wrote:
>   
>> I modified the default Script to send AdminCC mail to AdminCCs and the
>> Owner of the ticket.
>>
>> I observed today that it sends to everyone *but* the owner.   So our
>> adminccs are
>>
>> John
>> Jo
>> Owen
>> Archive
>>
>> If nobody is the owner, we all receive the e-mail.  But if I am the
>> owner, the recipients of the mail are everyone but me.  I've confirmed
>> this by both viewing the mail server logs and by checking the "Show"
>> next to the sent mail notification.
>>
>> Obviously this is some misfire of the duplication suppression...
>>
>> --  
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source
>> and other randomness
>>
>>
>>
>> _______________________________________________
>> 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
>>     
>
> --  
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>
>
> _______________________________________________
> 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
>   

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From jrhett at netconsonance.com  Mon Apr 27 12:17:19 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 27 Apr 2009 09:17:19 -0700
Subject: [rt-users] Query Builder search on Told
In-Reply-To: <996ab0890904242322l6798e930qd39b21cfac28ccde@mail.gmail.com>
References: <996ab0890904242322l6798e930qd39b21cfac28ccde@mail.gmail.com>
Message-ID: <0938ACD2-CFB2-47CE-B444-0D3F0860682D@netconsonance.com>

This is a very basic SQL question.   You need to go get a good book on  
SQL.   I recommend the pink book.  (you'll understand when you see it)

To answer your question: IS NULL not = NULL.   But please don't take  
my answer and fail to purchase a good book on SQL.

On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote:
> In query builder - how do I search on dates that are NULL?  I have  
> tried Told = NULL and lots of other combinations...  We are using RT  
> 3.81
>
> Thanks
>
> 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

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness



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From jrhett at netconsonance.com  Mon Apr 27 12:18:33 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 27 Apr 2009 09:18:33 -0700
Subject: [rt-users] RT 3.6.6 and Branded Queues
In-Reply-To: <49F381E3.6070401@us.fujitsu.com>
References: <49F381E3.6070401@us.fujitsu.com>
Message-ID: <075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>

Um, no...  just change the field in the queue configuration.   This  
might be 3.8.x only, but it's dead simple in 3.8

On Apr 25, 2009, at 2:34 PM, Camron W. Fox wrote:
> 	Is the only way to change 'Subject: [{$rtname} #{$Ticket->id()}]' to
> 'Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]' to modify
> /lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
> cannot get it to work with 3.6.6.
>
> Best Regards,
> Camron
>
> -- 
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of 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

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jrhett at netconsonance.com  Mon Apr 27 12:41:37 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 27 Apr 2009 09:41:37 -0700
Subject: [rt-users] Reminders need explanation for checkbox (patch)
Message-ID: <352D587A-984A-41C3-A7A1-21C39AE04C91@netconsonance.com>

The Reminders page has checkboxes which are used to delete old  
reminders.  This is the same logic as used throughout all of the  
pages, but apparently some users need reminders of this.  The  
following patch solves that problem.   Please consider for 3.8.3.

--- html/Ticket/Elements/Reminders_orig 2009-04-27 09:24:31.000000000  
-0700
+++ html/Ticket/Elements/Reminders      2009-04-27 09:37:31.000000000  
-0700
@@ -115,6 +115,7 @@
  <& SELF:ShowEntry, Reminder => $reminder, Ticket => $Ticket &>
  %   }
  % }
+<i><&|/l&>(Check box to delete)</&></i><br /><br />
  </div>
  <div>
  <&|/l&>New reminder:</&>

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From jrhett at netconsonance.com  Mon Apr 27 12:44:08 2009
From: jrhett at netconsonance.com (Jo Rhett)
Date: Mon, 27 Apr 2009 09:44:08 -0700
Subject: [rt-users] EditPeople delete note inconsistent display (patch)
Message-ID: <746A11CE-5F13-4F85-91CB-6146337AA8C0@netconsonance.com>

The page/element for editing People mentions the checkbox for delete,  
but doesn't display it consistently with other pages.  It is near the  
top and not italicized.  This patch improves the display and makes it  
consistent with other pages.  Possible for 3.8.3 ?

--- html/Ticket/Elements/EditPeople_orig        2009-04-27  
09:35:31.000000000 -0700
+++ html/Ticket/Elements/EditPeople     2009-04-27 09:36:21.000000000  
-0700
@@ -66,7 +66,6 @@
  <h3><&|/l&>Owner</&></h3>
  <&|/l&>Owner</&>: <& /Elements/SelectOwner, Name => 'Owner',  
QueueObj => $Ticket->QueueObj, TicketObj => $Ticket, Default =>  
$Ticket->OwnerObj->Id, DefaultValue => 0&>
  <h3><&|/l&>Current watchers</&></h3>
-<&|/l&>(Check box to delete)</&><br />

  <&|/l&>Requestors</&>:
  <& EditWatchers, TicketObj => $Ticket, Watchers => $Ticket- 
 >Requestors &>
@@ -77,6 +76,7 @@
  <&|/l&>Administrative Cc</&>:
  <& EditWatchers, TicketObj => $Ticket, Watchers => $Ticket->AdminCc &>

+<i><&|/l&>(Check box to delete)</&></i><br />
  </td>
  </tr>
  </table>

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness





From kfcrocker at lbl.gov  Mon Apr 27 12:56:46 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Mon, 27 Apr 2009 09:56:46 -0700
Subject: [rt-users] Help with displaying messages
Message-ID: <49F5E3CE.4050200@lbl.gov>

To any and all,


    I want to be able to display a message on my "Modify Ticket" screen 
just like RT does when someone makes an error. I'd like to do it from 
within a scrip. Has anyone done this and can you help me with this? Thanks.


Kenn
LBNL



From stephen.a.cochran.lists at cahir.net  Mon Apr 27 14:18:49 2009
From: stephen.a.cochran.lists at cahir.net (Stephen Cochran)
Date: Mon, 27 Apr 2009 14:18:49 -0400
Subject: [rt-users] Quick Update
Message-ID: <35ccbd010904271118r11f8a581w5dca9f5775cc453b@mail.gmail.com>

I'm wondering if anyone has built a quick update view for RT to save us
doing this.

Imagine the default queue search (only new, open, or stalled) with only the
following columns displayed:

ID     Subject     Owner     Status   CF1

What I am hoping for is to be able to have the CF1 field displayed in each
row as a pull-down menu with the CF1 values listed. A user could quickly
select the CF1 value they wanted for each ticket.

Clicking update would cause all the CF1 values to be updated to their new
settings, but not all the same. ie Ticket 1 could have CF1Vaule1 and Ticket
2 could have CF1Value2.

Additionally, the original transaction (request) would display in the list
either via hovering over the subject or by using a AJAXian disclosure
triangle.

This would allow quickly working through a queue of tickets to assign
categories, owners or status as needed without clicking into every ticket,
going to the "Basics" tab to change any CFs and then moving on to the next
ticket.

Anyone done this? Would anyone else find this useful?

Steve
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From slackamp at gmail.com  Mon Apr 27 14:31:05 2009
From: slackamp at gmail.com (slamp slamp)
Date: Mon, 27 Apr 2009 14:31:05 -0400
Subject: [rt-users] command by email failing for non RT objects
In-Reply-To: <78926d250904261152h1f526847t24802d93d470f11a@mail.gmail.com>
References: <78926d250904261152h1f526847t24802d93d470f11a@mail.gmail.com>
Message-ID: <78926d250904271131o4de0520ew3355aec26b9bb220@mail.gmail.com>

On Sun, Apr 26, 2009 at 2:52 PM, slamp slamp <slackamp at gmail.com> wrote:
> people sometimes tend to put colons on their e-mail.
>
> for example,
>
> Please see below:
>
> This fails command by email. Is there a way to only define a few sets
> of objects to be parsed by command by email??
>
>
> right now we need to resolve a ticket ?via e-mail. so how do i set
> command by email to only parse for "status: whatever"???
>

anyone?


From cwfox at us.fujitsu.com  Mon Apr 27 14:51:18 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Mon, 27 Apr 2009 08:51:18 -1000
Subject: [rt-users] RT 3.6.6 and Branded Queues
In-Reply-To: <075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>
References: <49F381E3.6070401@us.fujitsu.com>
	<075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>
Message-ID: <49F5FEA6.2070005@us.fujitsu.com>

Jo Rhett wrote:
> Um, no...  just change the field in the queue configuration.   This 
> might be 3.8.x only, but it's dead simple in 3.8
> 

Unfortunately, upgrading to 3.8 is not an option.

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From timothy-flynn at uiowa.edu  Mon Apr 27 14:55:46 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Mon, 27 Apr 2009 13:55:46 -0500
Subject: [rt-users] Auditing ticket accesses
In-Reply-To: <20090425001817.GD664@100.79.240.10.in-addr.arpa>
References: <9E05C2058E89444585E4A672C4F68EFE0275007D@HC-MAIL13.healthcare.uiowa.edu>
	<20090425001817.GD664@100.79.240.10.in-addr.arpa>
Message-ID: <9E05C2058E89444585E4A672C4F68EFE0278E6D3@HC-MAIL13.healthcare.uiowa.edu>

Jesse I think they just want to see for a particular ticket who accessed
it and when.  It would be nice if it was searchable and reportable so
another table does make sense.  But I am not sure how another table
would be accessed from RT.  I also liked the idea of a mutivalue custom
field.  For each user that accessed a ticket it could have 1 entry.

-Tim 



Notice: This UI Health Care e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is confidential and may be legally privileged.  If you are not the intended recipient, you are hereby notified that any retention, dissemination, distribution, or copying of this communication is strictly prohibited.  Please reply to the sender that you have received the message in error, then delete it.  Thank you.
-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Friday, April 24, 2009 7:18 PM
To: Flynn, Timothy J
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Auditing ticket accesses




On Fri 24.Apr'09 at 12:25:35 -0500, Flynn, Timothy J wrote:
> I am looking for a way to record when someone views a ticket and log 
> it somehow.  I know the url accesses are in apache logs.  I am looking

> for something long term that people could easily see when a ticket was

> accessed, by who, and when.  I was thinking about a scrip to do this 
> to record instances to a ticket itself.  Also the RT logfile came to 
> mind but it is full of other messages and errors.  Has anyone done 
> something similar?

I think an on-display callback that wrote to a custom table or custom
logfile would be your best bet. Do you care about accesses to subpages,
ticket search results, CLI usage, or API usage?



From ruslan.zakirov at gmail.com  Mon Apr 27 15:19:17 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 27 Apr 2009 23:19:17 +0400
Subject: [rt-users] RT 3.6.6 and Branded Queues
In-Reply-To: <075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>
References: <49F381E3.6070401@us.fujitsu.com>
	<075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>
Message-ID: <589c94400904271219v30ec14dcs686d8ad7e5c05785@mail.gmail.com>

Code in 3.8 is import of the branded queues extension into RT's core.
There is even script to convert old storage into the new format. I
made several tests during integration and I'm pretty sure branded
queues work with RT 3.6.

On Mon, Apr 27, 2009 at 8:18 PM, Jo Rhett <jrhett at netconsonance.com> wrote:
> Um, no... ?just change the field in the queue configuration. ? This
> might be 3.8.x only, but it's dead simple in 3.8
>
> On Apr 25, 2009, at 2:34 PM, Camron W. Fox wrote:
>> ? ? ? Is the only way to change 'Subject: [{$rtname} #{$Ticket->id()}]' to
>> 'Subject: [{$Ticket->QueueObj->Name} #{$Ticket->id()}]' to modify
>> /lib/RT/Action/SendEmail.pm? We seen the stuff on BrandedQueues but we
>> cannot get it to work with 3.6.6.
>>
>> Best Regards,
>> Camron
>>
>> --
>> Camron W. Fox
>> Hilo Office
>> High Performance Computing Group
>> Fujitsu Management Services of 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
>
> --
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
>
> _______________________________________________
> 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 vadud3 at gmail.com  Mon Apr 27 15:26:34 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 27 Apr 2009 15:26:34 -0400
Subject: [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904270819j18a6746al84914acce2f84be4@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0904270819j18a6746al84914acce2f84be4@mail.gmail.com>
Message-ID: <a60f25fc0904271226ya3520c3s8278e986fa05d36c@mail.gmail.com>

On Mon, Apr 27, 2009 at 11:19 AM, Asif Iqbal <vadud3 at gmail.com> wrote:

>
>
> On Tue, Nov 18, 2008 at 6:33 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:
>
>>
>> On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote:
>>
>>  Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap
>>> somewhere?
>>>
>>
>> You can do this in almost one go, yes.  It's almost exactly what I'm doing
>> with my production RT, where I'm going from 3.4.2 to 3.8.1
>>
>>
>>> Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT?
>>>
>>
>> Yes.  Or at least, here's what I've tested, and seems to work quite well:
>>
>> 1)  Set up a new RT box for your new server, so that you can always back
>> out if this goes wrong.  On this server, install the new version of MySQL
>> you want to use, and install RT 3.8.1
>>
>> 2)  Make a dump of your production MySQL instance, and load it into the
>> new MySQL database.
>>
>> 3)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as
>> detailed in the RT 3.8.1 README file, but only as far as version 3.8.0
>>
>> 4)  Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and
>> apply the SQL statements it wants you to make.  This can take a long time;
>> the alter table statements are pretty slow-running.
>>
>> 5)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again
>> for the last small changes from 3.8.0 to 3.8.1
>
>
> On my new server (not production yet) the upgrade is failing. I don't want
> to change the ACL on
> the database unless that is harmless, to successfully upgrade
>
> /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password
> --action upgrade
> In order to create or update your RT database, this script needs to connect
> to your  mysql instance on localhost as root
> Please specify that user's database password below. If the user has no
> database
> password, just press return.
>
> Password:
> Working with:
> Type:   mysql
> Host:   localhost
> Name:   rt3
> User:   rt_user
> DBA:    root
> Enter RT version you're upgrading from: 3.4.5
>
> Going to apply following upgrades:
> * 3.5.1
> * 3.7.1
> * 3.7.3
> * 3.7.10
> * 3.7.15
> * 3.7.19
> * 3.7.81
> * 3.7.82
> * 3.7.85
> * 3.7.86
> * 3.7.87
> * 3.8.0
> * 3.8.1
> * 3.8.2
>
> Enter RT version if you want to stop upgrade at some point,
>   or leave it blank if you want apply above upgrades:
>
> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP
>
> Proceed [y/N]:y
> Processing 3.5.1
> DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
> denied for user 'rt_user'@'localhost' (using password: YES) at
> /opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm line 106
> Connect Failed Access denied for user 'rt_user'@'localhost' (using
> password: YES)
>  at /opt/rt3/sbin/../lib/RT.pm line 204
>
>
> I can login OK  with `mysql   -u root    -p rt3'
> I failed to login with `mysql   -u rt_user  -p rt3'  using the password I
> have in RT_*Config.pm files (same) for rt_user
>
> The same login attempt works on the original instance of RT (3.4.5)
>

I was experiencing this mysql priv table missing bug

    http://bugs.mysql.com/bug.php?id=9934

I needed to run 'mysql_fix_privilege_tables' to fix it and then upgrade is
moving forward again


>
>
>
>>
>>
>> After that, it all seemed to work pretty well.
>>
>> Tim
>>
>>
>> --
>> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
>> a charity registered in England with number 1021457 and acompany registered
>> in England with number 2742969, whose registeredoffice is 215 Euston Road,
>> London, NW1 2BE.
>>
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From mathieu at closetwork.org  Mon Apr 27 16:24:56 2009
From: mathieu at closetwork.org (Mathieu Longtin)
Date: Mon, 27 Apr 2009 16:24:56 -0400
Subject: [rt-users] memory leaks
Message-ID: <539eb5520904271324k6956632ag8f25bb8568310283@mail.gmail.com>

Hi,

we have RT 3.8.1 installed with mod_perl 2.0.4 on a Red Hat ES5 system, and
using Oracle as a database.

I have noticed a lot of memory leaks on the part of the apache processes. It
seems they grow by 2 to 5K for every page request against RT, and about 10K
for every email loaded by rt-mailgate.

I had to reduce the number of request served by apache before restarting a
process, just to keep the memory usage under control.

Is there anything I can do to fix this?

Thanks

--
Mathieu Longtin
1-514-803-8977
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From gdeters at usd250.org  Mon Apr 27 19:31:15 2009
From: gdeters at usd250.org (Grant Deters)
Date: Mon, 27 Apr 2009 18:31:15 -0500
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <OFE4396C80.0ABAC246-ON862575A5.004BB3E0-862575A5.0052D72C@corp.xanadoo.com>
References: <OFE4396C80.0ABAC246-ON862575A5.004BB3E0-862575A5.0052D72C@corp.xanadoo.com>
Message-ID: <49F64043.9090308@usd250.org>

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From jmoseley at corp.xanadoo.com  Mon Apr 27 19:59:51 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Mon, 27 Apr 2009 18:59:51 -0500
Subject: [rt-users] Reqest Tracker CentOS 5.3 setup
In-Reply-To: <49F64043.9090308@usd250.org>
Message-ID: <OFF21E34D1.521776B7-ON862575A5.008353BF-862575A6.0000094B@corp.xanadoo.com>

Unless you are using a browser on the server itself, that isn't going to
work.  More than likely you are using a remote browser.

In that case, use the IP address of the server, or better yet the FQ host
name:

http://10.10.10.10/rt/    or http://server.domain.com/rt/

Obviously for the latter to work, you're going to have to have DNS setup,
if not, a host entry on the client machine will work just fine.

Obviously, you need to make sure the Apache configuration is setup to
listen on the IP of the machine, either by specific IP or all
interfaces/address.

Lastly, pay attention the trailing slash behind rt/.


James Moseley



Grant Deters <gdeters at usd250.org> wrote:

Stupid question, but I am meerly testing this out and am not uploading this
onto our domain yet.  How do I set this so it responds to
http://localhost/rt







From nastlinux at gmail.com  Tue Apr 28 02:49:56 2009
From: nastlinux at gmail.com (nast linux)
Date: Tue, 28 Apr 2009 13:49:56 +0700
Subject: [rt-users] How to grant LDAP user
Message-ID: <5e5450110904272349o15069c75n50c86694bde7158@mail.gmail.com>

Dear All,

How to grant user on Active Directory server as Ticket Creator?
And how to assgin them to queues?

Could you give the references.

I have not found them yet at rt documentation.

Thanks,
ns
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From chanty_kh at yahoo.com  Tue Apr 28 03:01:20 2009
From: chanty_kh at yahoo.com (ty chan)
Date: Tue, 28 Apr 2009 00:01:20 -0700 (PDT)
Subject: [rt-users] Apache2 usually hit up to 100% - RT Performance
In-Reply-To: <377502.19643.qm@web52301.mail.re2.yahoo.com>
References: <841825.8615.qm@web52302.mail.re2.yahoo.com>
	<377502.19643.qm@web52301.mail.re2.yahoo.com>
Message-ID: <11211.2177.qm@web52312.mail.re2.yahoo.com>

any have any idea?




________________________________
From: ty chan <chanty_kh at yahoo.com>
To: ty chan <chanty_kh at yahoo.com>
Sent: Monday, April 27, 2009 10:37:47 AM
Subject: Re: [rt-users] Apache2 usually hit up to 100% - RT Performance


System version: Ubuntu 8.10
RT version: 3.6.7
Apache version:  Apache/2.2.9 (Ubuntu)

RT is install from repository.




________________________________
From: ty chan <chanty_kh at yahoo.com>
To: rt-users at lists.bestpractical.com
Sent: Monday, April 27, 2009 10:25:39 AM
Subject: [rt-users] Apache2 usually hit up to 100% - RT Performance


It is a newly install and testing RT system. i have a few ticket inside what is nearly 100 ticket.
Everytime, I open Query Builder, Reply or Check the ticket the apache process takes 100% of CPU process.
that make RT very slow.

I have been looking around on the mailing list but i am still not sure what the problem is and what i should do.
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From Adrian.Alexandrescu at tdn.de  Tue Apr 28 04:28:45 2009
From: Adrian.Alexandrescu at tdn.de (Adrian Alexandrescu)
Date: Tue, 28 Apr 2009 10:28:45 +0200
Subject: [rt-users]  Query Builder very slow after system update
Message-ID: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B86FC@TDN3V24EXS0W.tdn.de>

Hello all ,

Thanks for your answers .

I have updated our rt3 into  RT 3.8.2 and updated again mysql to 5.0.45  .We have the same problem, this did not resolved our issue .That query is running for a long time, causing the table to lock, web interface of the user who is using the  Search/Build.html page to timeout, and giving other users delays in accessing the tickets .
I have also installed mysqltuner.pl , there are  no issues reported , everything is green .I have also used  mysqlreport  to check running parameters , and there was nothing that could cause an mysql server  performance issue .

Any other ideas ?



PS :  Liviu  (the person who reported first this issue) and I ,we are colleagues working on this case .


Greetings,
Adrian Alexandrescu.

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From Adrian.Alexandrescu at tdn.de  Tue Apr 28 04:05:45 2009
From: Adrian.Alexandrescu at tdn.de (Adrian Alexandrescu)
Date: Tue, 28 Apr 2009 10:05:45 +0200
Subject: [rt-users] Query Builder very slow after system update
Message-ID: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B86DC@TDN3V24EXS0W.tdn.de>

Hello all ,

Thanks for your answers .

I have updated our rt3 into  RT 3.8.2 and updated again mysql to 5.0.45  .We have the same problem, this did not resolved our issue .That query is running for a long time, causing the table to lock, web interface of the user who is using the  Search/Build.html page to timeout, and giving other users delays in accessing the tickets .
I have also installed mysqltuner.pl , there are  no issues reported , everything is green .I have also used  mysqlreport  to check running parameters , and there was nothing that could cause an mysql server  performance issue .

Any other ideas ?



PS :  Liviu  (the person who reported first this issue) and I ,we are colleagues working on this case .


Greetings,
Adrian Alexandrescu.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Liviu Costea
Sent: Friday, April 24, 2009 5:13 PM
To: 'rt-users at lists.bestpractical.com'
Subject: [rt-users] Query Builder very slow after system update

Hello,

We recently updated our RT3 server ( RT 3.8.1 , around 200000 tickets) from Red Hat Enterprise Linux 5.1 to 5.3 (yum update). The new MySQL installed version is 5.0.45.

Since the upgrade RT3 is working normally except Query Builder ( http://<rt3_url>/rt3/Search/Build.html<http://%3crt3_url%3e/rt3/Search/Build.html> ) which is very slow. I identified the query that's taking too long:

mysql> 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;
Empty set (2 min 57.79 sec)


Additional info:

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                        | PRIMARY             | 4       | NULL                             |   21 | 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,CachedGroupMembers3 | CachedGroupMembers3 | 5       | rt3.Principals_1.id              |    1 | Using where; Distinct                        |
|  1 | SIMPLE      | ACL_4                | range  | ACL1                           | ACL1                | 54      | NULL                             |   36 | 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 (0.04 sec)

mysql> select count(*) from CachedGroupMembers;
+----------+
| count(*) |
+----------+
|  1382038 |
+----------+
1 row in set (2.56 sec)

mysql> show indexes from CachedGroupMembers;
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
| 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         |     2138547 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            1 | GroupId           | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            2 | MemberId          | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | DisGrouMem          |            3 | Disabled          | A         |     2138547 |     NULL | NULL   |      | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            1 | MemberId          | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
| CachedGroupMembers |          1 | CachedGroupMembers3 |            2 | ImmediateParentId | A         |     2138547 |     NULL | NULL   | YES  | BTREE      |         |
+--------------------+------------+---------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+
6 rows in set (0.01 sec)

I've also tried to add some indexes for this table with no results (http://search.cpan.org/~ruz/RTx-Shredder-0.07/lib/RTx/Shredder.pm#NOTES )

The temporary workaround was to downgrade MySQL to 5.0.22 (Previous version in RHel 5.1) and the Query Builder is working normally again:

mysql> 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;
Empty set (0.13 sec)


But I want MySQL 5.0.45 installed. Can anyone help on this?

Thank you.


Regards,
Liviu

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From Adrian.Alexandrescu at tdn.de  Tue Apr 28 04:33:57 2009
From: Adrian.Alexandrescu at tdn.de (Adrian Alexandrescu)
Date: Tue, 28 Apr 2009 10:33:57 +0200
Subject: [rt-users] Query Builder very slow after system update
Message-ID: <A1CE1D771C19E54BA9091CDA93BF30B1044D1B8701@TDN3V24EXS0W.tdn.de>

.

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From justin.hayes at orbisuk.com  Tue Apr 28 05:34:44 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 28 Apr 2009 10:34:44 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
Message-ID: <152AEACC-11B1-4821-BB57-DC4616A2A303@orbisuk.com>

Hi,

Some of our tickets can get pretty long and the longer they get the  
longer the page takes to load. So for a long ticket with say 100  
comments/replies and assorted status changes etc it might take 10+  
seconds to render.

A lot of the time seems to be looping over every transaction, checking  
permissions etc etc, I guess maybe to decide whether to display the  
reply/comment options and other things.

Have any improvements been made to the history display code in 3.8? I  
would have thought it was more sensible to check permissions once for  
the ticket and then quickly render all the attachments, but I'm sure  
that's a simplistic view of it.

Any thoughts welcome!

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From rfh at vialtus.com  Tue Apr 28 06:00:00 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Tue, 28 Apr 2009 11:00:00 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <152AEACC-11B1-4821-BB57-DC4616A2A303@orbisuk.com>
References: <152AEACC-11B1-4821-BB57-DC4616A2A303@orbisuk.com>
Message-ID: <49F6D3A0.7070701@vialtus.com>

Justin;

I 've had similar slow loading tickets in the past, and it turned out 
(in my case) the problem was with transactions custom fields, do you use 
those?? if you don't you can comment  out the following lines from 
Ticket/Elements/ShowTransaction

 65 % if ($Transaction->CustomFieldValues->Count) {
 66       <& /Elements/ShowCustomFields, Object => $Transaction &>
  67 % }

The numbers you see there are the line numbers

Roy


Justin Hayes wrote:
> Hi,
>
> Some of our tickets can get pretty long and the longer they get the  
> longer the page takes to load. So for a long ticket with say 100  
> comments/replies and assorted status changes etc it might take 10+  
> seconds to render.
>
> A lot of the time seems to be looping over every transaction, checking  
> permissions etc etc, I guess maybe to decide whether to display the  
> reply/comment options and other things.
>
> Have any improvements been made to the history display code in 3.8? I  
> would have thought it was more sensible to check permissions once for  
> the ticket and then quickly render all the attachments, but I'm sure  
> that's a simplistic view of it.
>
> Any thoughts welcome!
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.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 kristian.davies at gmail.com  Tue Apr 28 06:37:11 2009
From: kristian.davies at gmail.com (Kristian Davies)
Date: Tue, 28 Apr 2009 11:37:11 +0100
Subject: [rt-users] Editable Text
Message-ID: <ace083ea0904280337n5c06084fp133f2984a57ed87a@mail.gmail.com>

There seems to be an odd issue this this.

Create two tickets, 1001 and 1002.
Add "Depends on: 1001" to 1002.
Search for them both. and click "Editable Text"

===Update-Ticket: 1001
Queue: Test Queue
Subject: TEST
Status: open
UpdateType: correspond
<snip>
Children:
DependedOnBy:
DependsOn:
Parents:
ReferredToBy:
RefersTo:

===Update-Ticket: 1002
Queue: Test Queue
Subject: TEST
Status: new
UpdateType: correspond
<snip>
Children:
DependedOnBy: 1002
DependsOn: 1001
Parents:
ReferredToBy:
RefersTo:

Although when you show ticket 1001 it says:

Depends on: (Create)  	
Depended on by: (Create) 	
    * 1002: (Nobody) TEST [new]
Parents: (Create) 	
Children: (Create) 	
Refers to: (Create) 	
Referred to by: (Create)

Display ticket 1002:

Depends on: (Create)  	
    * 1001: (Nobody) TEST [open]
Depended on by: (Create) 	
Parents: (Create) 	
Children: (Create) 	
Refers to: (Create) 	
Referred to by: (Create)

-Kristian


From calvin at utilyx.com  Tue Apr 28 07:26:24 2009
From: calvin at utilyx.com (Calvin Chiang)
Date: Tue, 28 Apr 2009 12:26:24 +0100
Subject: [rt-users] URL-based queries?
Message-ID: <49F6E7E0.4090900@utilyx.com>

Hi All,

Just wondering if it's possible to do URL-based queries into the RT 
tickets database.
e.g. http://rt.website.com/rt/search?Queue=General&Status=Resolved....
etc.

Cheers,

-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com


______________________________________________________________________
"Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management Limited" (URML). URML is authorised and regulated by the Financial Services Authority (FSA). This message contains information that may be privileged or confidential and is the property of Utilyx. It is intended only for the person to whom it is addressed. No confidentiality or privilege is waived or lost by any mistransmission. Any views or opinions expressed in this message are solely those of the author and do not necessarily represent those of Utilyx. Unless otherwise stated, any pricing information given in this message is indicative only and does not constitute an offer to deal at any price quoted. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.
______________________________________________________________________
This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email 
______________________________________________________________________


From Uday.Dey at SierraAtlantic.com  Tue Apr 28 07:34:37 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Tue, 28 Apr 2009 17:04:37 +0530
Subject: [rt-users] Query for Service Downtime
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD6209@instpex1.in.corp.sa>

Hi,

 

      I was just wondering if I can generate a report for system
downtime (i.e. the service names and its corresponding downtime) through
query builder. Plan was to give the customer name as input and generate
the graph as well as chart where the instance name, service name and the
downtime is shown. Any help in this regard is greatly appreciated.

 

 

Regards,

Uday


__________________________________________________________________________________________________________________
DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." 
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From sven.sternberger at desy.de  Tue Apr 28 07:11:00 2009
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Tue, 28 Apr 2009 13:11:00 +0200
Subject: [rt-users] wiki home page spam!
Message-ID: <1240917060.26491.30.camel@zitpcx6759>

Hello!

and again
http://wiki.bestpractical.com/recent/changes

is only spam

best regards!

sven



From mike.peachey at jennic.com  Tue Apr 28 07:45:38 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 28 Apr 2009 12:45:38 +0100
Subject: [rt-users] URL-based queries?
In-Reply-To: <49F6E7E0.4090900@utilyx.com>
References: <49F6E7E0.4090900@utilyx.com>
Message-ID: <49F6EC62.4080005@jennic.com>

Tue 28 Apr 2009 12:26:24 GMT
Calvin Chiang wrote:
> Hi All,
> 
> Just wondering if it's possible to do URL-based queries into the RT 
> tickets database.
> e.g. http://rt.website.com/rt/search?Queue=General&Status=Resolved....
> etc.

http://itsupport/Search/Simple.html?q=<query>

Also, check a "Show Results" link for a complex URL.
-- 
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 mike.peachey at jennic.com  Tue Apr 28 07:46:26 2009
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 28 Apr 2009 12:46:26 +0100
Subject: [rt-users] wiki home page spam!
In-Reply-To: <1240917060.26491.30.camel@zitpcx6759>
References: <1240917060.26491.30.camel@zitpcx6759>
Message-ID: <49F6EC92.7020706@jennic.com>

Tue 28 Apr 2009 12:11:00 GMT
Sven Sternberger wrote:
> Hello!
> 
> and again
> http://wiki.bestpractical.com/recent/changes
> 
> is only spam

Don't complain, change it back.
-- 
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 Uday.Dey at SierraAtlantic.com  Tue Apr 28 07:59:56 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Tue, 28 Apr 2009 17:29:56 +0530
Subject: [rt-users] Adding more criteria in the query builder
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD6228@instpex1.in.corp.sa>

Hi,

 

      I was wondering if more criteria can be added in the Query builder
for customizing the search. If yes, then how can we do it? Because I am
not having any UI option for adding more criteria's.  

 

Regards,

Uday

 


__________________________________________________________________________________________________________________
DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." 
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From a at aufbix.org  Tue Apr 28 08:06:57 2009
From: a at aufbix.org (Andraz Sraka)
Date: Tue, 28 Apr 2009 14:06:57 +0200
Subject: [rt-users] Scripts reordering etc
Message-ID: <1240920417.7171.83.camel@mono>

re

I'm trying to have some custom scripts / set of rules when and how do I
notify owners, AdminsCC etc. I am creating new 'queue' for
Helpdesk/Support and one of the rules must be, that when ticket is
created, based on Queue AdminCC must be set as well as notifying AdminCC
about newly created ticket in queue.

Now I have custom global AdminCC add rule:

Condition: On Create
Action: User Defined
Template: Blank
Stage: TransactionCreate

Custom condition:
Custom action preparation code: return 1;
Custom action cleanup code:

my $admincclist = $self->TicketObj->AdminCc;
my $user = RT::User->new($RT::SystemUser);
if ($self->TicketObj->QueueObj->Name eq "helpdesk")
{
   $user->LoadByEmail('xxxxx at xxxxxx.tld');
   $admincclist->AddMember($user->Id);
} else {
  return 0;
}

and also I've created custom script in 'helpdesk' que to Notify AdminCC
on Create

I see that AdminCC contacts are added to ticket, but original
correspondence is not sent out to AdminCC addresses when ticket is
created? What could be wrong? I'm using latest RT - 3.8.2.

What is default script execution order? How can reordering be done?
Because it looks like NotifyAdminCC script is executed before my custom
script that sets AdminCC to newly created ticket.

Is there *smarter* way to achieve the same goal?

regards,
 Andraz



-- 
Humppa all the way!
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From justin.hayes at orbisuk.com  Tue Apr 28 10:04:00 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 28 Apr 2009 15:04:00 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <49F6D3A0.7070701@vialtus.com>
References: <152AEACC-11B1-4821-BB57-DC4616A2A303@orbisuk.com>
	<49F6D3A0.7070701@vialtus.com>
Message-ID: <AE146FCB-7D62-4DDB-93FB-DF7992D51D2F@orbisuk.com>

Thanks for the advice Roy, but I think I'd already tried that at some  
point in the past:

   <tr>
     <td colspan="4" class="content <%perl> $m->print('hidden') if  
$Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
%# if ($Transaction->CustomFieldValues->Count) {
%#      <& /Elements/ShowCustomFields, Object => $Transaction &>
%# }
% $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0) unless  
($Collapsed==1 ||!$ShowBody);
     </td>
   </tr>

Justin

On 28 Apr 2009, at 11:00, Raed El-Hames wrote:

> Justin;
>
> I 've had similar slow loading tickets in the past, and it turned  
> out (in my case) the problem was with transactions custom fields, do  
> you use those?? if you don't you can comment  out the following  
> lines from Ticket/Elements/ShowTransaction
>
> 65 % if ($Transaction->CustomFieldValues->Count) {
> 66       <& /Elements/ShowCustomFields, Object => $Transaction &>
> 67 % }
>
> The numbers you see there are the line numbers
>
> Roy
>
>
> Justin Hayes wrote:
>> Hi,
>>
>> Some of our tickets can get pretty long and the longer they get  
>> the  longer the page takes to load. So for a long ticket with say  
>> 100  comments/replies and assorted status changes etc it might take  
>> 10+  seconds to render.
>>
>> A lot of the time seems to be looping over every transaction,  
>> checking  permissions etc etc, I guess maybe to decide whether to  
>> display the  reply/comment options and other things.
>>
>> Have any improvements been made to the history display code in 3.8?  
>> I  would have thought it was more sensible to check permissions  
>> once for  the ticket and then quickly render all the attachments,  
>> but I'm sure  that's a simplistic view of it.
>>
>> Any thoughts welcome!
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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
>>


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From Jim.Tambling at datatote.co.uk  Tue Apr 28 10:27:54 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Tue, 28 Apr 2009 15:27:54 +0100
Subject: [rt-users] RTFM WikiText Format Toolbar
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC60@mail.sys.internal>

Hello all,

 

In my quest to achieve RTFM nirvana I came across this post:
http://www.gossamer-threads.com/lists/rt/users/70588#70588

 

Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?

 

Regards, Jim

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From galvin at iastate.edu  Tue Apr 28 10:56:58 2009
From: galvin at iastate.edu (Glen Galvin)
Date: Tue, 28 Apr 2009 09:56:58 -0500
Subject: [rt-users] Owner drop box not populating
Message-ID: <1240930618.25068.20.camel@g.vrac.iastate.edu>

Recently I switched my RT install to the Redhat (EL5) RPM distributed
version (3.6.7).  Versions matched and everything went smooth with one
exception.  My Owner drop boxes no longer populate with names making it
impossible to assign tickets to my users. Whenever changing attributes
on an "owned" ticket, like subject or priority, it reverts the owner
back to "nobody". 

Where should I start looking to debug this problem? 

-- 
- Glen Galvin <galvin at iastate.edu>
- Virtual Reality Applications Center
- Change is inevitable, growth is optional.



From vadud3 at gmail.com  Tue Apr 28 11:01:45 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 28 Apr 2009 11:01:45 -0400
Subject: [rt-users] new version seems lot slower with more resources
Message-ID: <a60f25fc0904280801p2c445080t547975ad71dfa727@mail.gmail.com>

Older setup:

RT 3.4.5 with mysql 4.0.24 and Perl 5.8.6 on V20z with 2 1.8Ghz and 4G mem

mysql> select count(*) from Tickets;
+----------+
| count(*) |
+----------+
|   406311 |
+----------+
1 row in set (0.25 sec)

Newer setup:

RT 3.8.2 with mysql 5.0.75 and Perl 5.8.8 on T1000 with 24 1Ghz cpu threads
and 16GB mem

mysql> select count(*) from Tickets;
+----------+
| count(*) |
+----------+
|   401576 |
+----------+
1 row in set (2.02 sec)


As you can see it is really slow

Here is my my.cnf file

[client]
port            = 3306
socket          = /tmp/mysql.sock
[mysqld]
port            = 3306
socket          = /tmp/mysql.sock
skip-locking
key_buffer = 1G
max_allowed_packet = 50M
table_cache = 512
sort_buffer_size = 4M
read_buffer_size = 2M
read_rnd_buffer_size = 256K
net_buffer_length = 2K
thread_stack = 128K
server-id       = 1
skip-federated
innodb_data_home_dir = /var/opt/csw/mysql5/
innodb_data_file_path = ibdata1:2000M;ibdata2:50M:autoextend
innodb_log_group_home_dir = /var/opt/csw/mysql5/
innodb_log_arch_dir = /var/opt/csw/mysql5/
innodb_buffer_pool_size = 1G
innodb_additional_mem_pool_size = 20M
innodb_log_file_size = 250M
innodb_log_buffer_size = 20M
innodb_flush_log_at_trx_commit = 2
[mysqldump]
quick
max_allowed_packet = 50M
[mysql]
no-auto-rehash
safe-updates
[isamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M
[myisamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M
[mysqlhotcopy]
interactive-timeout



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From justin.hayes at orbisuk.com  Tue Apr 28 11:19:21 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 28 Apr 2009 16:19:21 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <49F71B63.8090403@vialtus.com>
References: <152AEACC-11B1-4821-BB57-DC4616A2A303@orbisuk.com>
	<49F6D3A0.7070701@vialtus.com>
	<AE146FCB-7D62-4DDB-93FB-DF7992D51D2F@orbisuk.com>
	<49F71B63.8090403@vialtus.com>
Message-ID: <59D57756-939F-4085-A7C5-930A69796B33@orbisuk.com>

I've put some high resolution timestamping into the code and found  
some interesting things.

Am example ticket that took 10 seconds to render spent 8.17 seconds in  
the

	while ( my $Transaction = $Transactions->Next ) {

loop inside ShowHistory:

	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:  
8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)

So then I put some logging in ShowTransaction

Each INIT takes milliseconds (so I think we can discount that):

	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time taken:  
0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:253)

But each Body of ShowTransaction takes between 0.03 and 0.15 seconds eg:

	Apr 28 16:09:59 calypso RT: After show transaction - time taken:  
0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
	Apr 28 16:09:59 calypso RT: After show transaction - time taken:  
0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)

So multiply that for 100 comments + 100 other transactions (status  
changes etc) and it's easy to see where the time goes...

Justin


On 28 Apr 2009, at 16:06, Raed El-Hames wrote:

> Justin;
>
> One of the other things I done here is to hide show summary by  
> default, as I noticed the ShowSummary and in particular
> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats the  
> box that shows Other ticket by requestor etc)
> was taking a long time to render
>
> If you can play and test in your system try to comment out
> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj, Attachments  
> => $attachments &>
>
> see if ticket loading is quicker,
> remember to restart apache after you do the change ..
>
> I am on 3.6.3 and some of our monitoring tickets are over 300  
> updates long .. having been through the pain you having, I tried all  
> possible options
>
> Roy
>
>
> Justin Hayes wrote:
>> Thanks for the advice Roy, but I think I'd already tried that at  
>> some  point in the past:
>>
>>   <tr>
>>     <td colspan="4" class="content <%perl> $m->print('hidden') if   
>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>> %# if ($Transaction->CustomFieldValues->Count) {
>> %#      <& /Elements/ShowCustomFields, Object => $Transaction &>
>> %# }
>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)  
>> unless  ($Collapsed==1 ||!$ShowBody);
>>     </td>
>>   </tr>
>>
>> Justin
>>
>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>
>>
>>> Justin;
>>>
>>> I 've had similar slow loading tickets in the past, and it turned   
>>> out (in my case) the problem was with transactions custom fields,  
>>> do  you use those?? if you don't you can comment  out the  
>>> following  lines from Ticket/Elements/ShowTransaction
>>>
>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>> 66       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>> 67 % }
>>>
>>> The numbers you see there are the line numbers
>>>
>>> Roy
>>>
>>>
>>> Justin Hayes wrote:
>>>
>>>> Hi,
>>>>
>>>> Some of our tickets can get pretty long and the longer they get   
>>>> the  longer the page takes to load. So for a long ticket with  
>>>> say  100  comments/replies and assorted status changes etc it  
>>>> might take  10+  seconds to render.
>>>>
>>>> A lot of the time seems to be looping over every transaction,   
>>>> checking  permissions etc etc, I guess maybe to decide whether  
>>>> to  display the  reply/comment options and other things.
>>>>
>>>> Have any improvements been made to the history display code in  
>>>> 3.8?  I  would have thought it was more sensible to check  
>>>> permissions  once for  the ticket and then quickly render all the  
>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>
>>>> Any thoughts welcome!
>>>>
>>>> Justin
>>>>
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> Orbis Support Manager
>>>> justin.hayes at orbisuk.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
>>>>
>>>>
>>
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>>
>>
>>


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From ruslan.zakirov at gmail.com  Tue Apr 28 11:21:36 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 28 Apr 2009 19:21:36 +0400
Subject: [rt-users] new version seems lot slower with more resources
In-Reply-To: <a60f25fc0904280801p2c445080t547975ad71dfa727@mail.gmail.com>
References: <a60f25fc0904280801p2c445080t547975ad71dfa727@mail.gmail.com>
Message-ID: <589c94400904280821ne8911e0s8421767bee4ea85f@mail.gmail.com>

I think you find more help on mysql performance lists. It can be
kernel (io scheduler), mysql (changes in options, degradations),
innodb (concurency issues), finally it can be cold cache.

On Tue, Apr 28, 2009 at 7:01 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
> Older setup:
>
> RT 3.4.5 with mysql 4.0.24 and Perl 5.8.6 on V20z with 2 1.8Ghz and 4G mem
>
> mysql> select count(*) from Tickets;
> +----------+
> | count(*) |
> +----------+
> |?? 406311 |
> +----------+
> 1 row in set (0.25 sec)
>
> Newer setup:
>
> RT 3.8.2 with mysql 5.0.75 and Perl 5.8.8 on T1000 with 24 1Ghz cpu threads
> and 16GB mem
>
> mysql> select count(*) from Tickets;
> +----------+
> | count(*) |
> +----------+
> |?? 401576 |
> +----------+
> 1 row in set (2.02 sec)
>
>
> As you can see it is really slow
>
> Here is my my.cnf file
>
> [client]
> port??????????? = 3306
> socket????????? = /tmp/mysql.sock
> [mysqld]
> port??????????? = 3306
> socket????????? = /tmp/mysql.sock
> skip-locking
> key_buffer = 1G
> max_allowed_packet = 50M
> table_cache = 512
> sort_buffer_size = 4M
> read_buffer_size = 2M
> read_rnd_buffer_size = 256K
> net_buffer_length = 2K
> thread_stack = 128K
> server-id?????? = 1
> skip-federated
> innodb_data_home_dir = /var/opt/csw/mysql5/
> innodb_data_file_path = ibdata1:2000M;ibdata2:50M:autoextend
> innodb_log_group_home_dir = /var/opt/csw/mysql5/
> innodb_log_arch_dir = /var/opt/csw/mysql5/
> innodb_buffer_pool_size = 1G
> innodb_additional_mem_pool_size = 20M
> innodb_log_file_size = 250M
> innodb_log_buffer_size = 20M
> innodb_flush_log_at_trx_commit = 2
> [mysqldump]
> quick
> max_allowed_packet = 50M
> [mysql]
> no-auto-rehash
> safe-updates
> [isamchk]
> key_buffer = 256M
> sort_buffer_size = 256M
> read_buffer = 2M
> write_buffer = 2M
> [myisamchk]
> key_buffer = 256M
> sort_buffer_size = 256M
> read_buffer = 2M
> write_buffer = 2M
> [mysqlhotcopy]
> interactive-timeout
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>
> _______________________________________________
> 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 chad at itascacg.com  Tue Apr 28 11:16:12 2009
From: chad at itascacg.com (Chad Sylvain)
Date: Tue, 28 Apr 2009 10:16:12 -0500
Subject: [rt-users] error using session{'CurrentUser'} on custom header
Message-ID: <49F71DBC.6060200@itascacg.com>

Hello,

I have a custom "Header" in my /local/html/Elements folder.  I am trying 
to add a link to the nav links at the top right of the page.  The 
pertinent code (with my additions marked) is below.  This will create 
the link I'm after, but it breaks the Logout and Preferences links. 
Using them generates an error page with the message "Can't call method 
"HasRight" on an undefined value at 
/opt/rt3/bin/../lib/RT/User_Overlay.pm line 1250."

I'm trying to provide my own help link to users, but will want different 
pages available to different users, based on their rights (eventually I 
would have a more elaborate if->elseif->...else construction than what 
appears below; otherwise, I would just tack what I'm doing into the 
earlier $session{'CurrentUser'} block).  I had thought to test the 
user's rights to do this, but it would seem my handling of 
$session{'CurrentUser'} is erroneous.

Any help is appreciated.

Thanks,
Chad


% if ($ShowBar) {
<& /Elements/Logo, %ARGS &>

<div id="quickbar">
   <div id="quick-personal">
     <span class="hide"><a href="#skipnav"><&|/l&>Skip Menu</&></a> | 
</span>
% if ($session{'CurrentUser'}->Name) {
     <&|/l, "<span>".$session{'CurrentUser'}->Name."</span>" &>Logged in 
as [_1]</&>
%     if ( $session{'CurrentUser'}->HasRight( Right => 'ModifySelf', 
Object => $RT::System ) ) {
     | <a 
href="<%RT->Config->Get('WebPath')%><%$Prefs%>"><&|/l&>Preferences</&></a>
%     }
% } else {
     <&|/l&>Not logged in.</&>
% }

% $m->callback( %ARGS );
<& Logout, %ARGS &>

%# I ADDED THIS
% if ( $session{'CurrentUser'}->HasRight( Right => 'ModifySelf', Object 
=> $RT::System ) ) {
	| <a href="http://www.mydomain.com/mypage">HELP</a>
%	}
%# END OF ADDITION
   </div>
% }


__________________________________________
Chad Sylvain/Itasca Consulting Group, Inc.
Communications, Marketing/612 371-4711


From barnesaw at ucrwcu.rwc.uc.edu  Tue Apr 28 12:43:32 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 28 Apr 2009 12:43:32 -0400
Subject: [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904270819j18a6746al84914acce2f84be4@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0904270819j18a6746al84914acce2f84be4@mail.gmail.com>
Message-ID: <49F73234.3050904@ucrwcu.rwc.uc.edu>



Asif Iqbal wrote:
>
>
>
> Going to apply following upgrades:
> * 3.5.1
> * 3.7.1
> * 3.7.3
> * 3.7.10
> * 3.7.15
> * 3.7.19
> * 3.7.81
> * 3.7.82
> * 3.7.85
> * 3.7.86
> * 3.7.87
> * 3.8.0
> * 3.8.1
> * 3.8.2
>
> Enter RT version if you want to stop upgrade at some point,
>   or leave it blank if you want apply above upgrades:
>
> IT'S VERY IMPORTANT TO BACK UP BEFORE THIS STEP
>
> Proceed [y/N]:y
> Processing 3.5.1
> DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access 
> denied for user 'rt_user'@'localhost' (using password: YES) at 
> /opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm line 106
> Connect Failed Access denied for user 'rt_user'@'localhost' (using 
> password: YES)
>  at /opt/rt3/sbin/../lib/RT.pm line 204
>
>
> I can login OK  with `mysql   -u root    -p rt3'
> I failed to login with `mysql   -u rt_user  -p rt3'  using the 
> password I have in RT_*Config.pm files (same) for rt_user
>
> The same login attempt works on the original instance of RT (3.4.5)
If you are on mysql, you only want to upgrade to 3.8.0 on the first run 
through, according to UPGRADING.mysql.  The directions are pretty good 
there.  I just did a 3.6.5 to 3.8.2 upgrade following those instructions 
and the only hitches were in local customizations.

Also, I use root for schema updates instead of rt_user and never have 
problems.

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From toml at bitstatement.net  Tue Apr 28 12:53:08 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 28 Apr 2009 09:53:08 -0700
Subject: [rt-users] URL-based queries?
In-Reply-To: <49F6E7E0.4090900@utilyx.com>
References: <49F6E7E0.4090900@utilyx.com>
Message-ID: <49F73474.4080503@bitstatement.net>

> Just wondering if it's possible to do URL-based queries into the RT 
> tickets database.
> e.g. http://rt.website.com/rt/search?Queue=General&Status=Resolved....
> etc.

You might want to look at http://wiki.bestpratical.com/view/REST

depending on why you are asking...


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From toml at bitstatement.net  Tue Apr 28 12:54:20 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 28 Apr 2009 09:54:20 -0700
Subject: [rt-users] Query for Service Downtime
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD6209@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD6209@instpex1.in.corp.sa>
Message-ID: <49F734BC.9000909@bitstatement.net>

>       I was just wondering if I can generate a report for system
> downtime (i.e. the service names and its corresponding downtime) through
> query builder. Plan was to give the customer name as input and generate
> the graph as well as chart where the instance name, service name and the
> downtime is shown. Any help in this regard is greatly appreciated.

xymon (formerly hobbit monitor) makes great availability reports.  Not sure
how this is a RT question... ?


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From gravyface at gmail.com  Tue Apr 28 13:10:58 2009
From: gravyface at gmail.com (GravyFace)
Date: Tue, 28 Apr 2009 13:10:58 -0400
Subject: [rt-users]  advice for mobile techs
Message-ID: <19fa96670904281010r5ff16177j52c241d2f6f8118@mail.gmail.com>

Most of our techs are in the field and may only have email access to
RT.  I've added them as AdminCCs, but when a new ticket notification
gets sent out and replied to, it gets added as correspondence (i.e.
the Requestor sees it) not comments.  Since we don't have a
dispatcher, there's bound to be alot of ticket chatter while we figure
out who's taking what ticket, etc.  I'm ok with this staying as
comments, but definitely do not want the Requestor to see this.  Not
sure how best to solve this dilemma as we also want to be able to send
correspondence via email too.


From ktm at rice.edu  Tue Apr 28 13:12:37 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 28 Apr 2009 12:12:37 -0500
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <59D57756-939F-4085-A7C5-930A69796B33@orbisuk.com>
References: <152AEACC-11B1-4821-BB57-DC4616A2A303@orbisuk.com>
	<49F6D3A0.7070701@vialtus.com>
	<AE146FCB-7D62-4DDB-93FB-DF7992D51D2F@orbisuk.com>
	<49F71B63.8090403@vialtus.com>
	<59D57756-939F-4085-A7C5-930A69796B33@orbisuk.com>
Message-ID: <20090428171237.GC26100@it.is.rice.edu>

Hi, Justin,

We found similar results from a slow ticket load investigation.
For a "fix", we added a "brief" mode and a "full" mode to the
display code. The "full" mode show it all, but the "brief" mode
skipped uninteresting transactions. Maybe an approach like that
would help.

Cheers,
Ken

On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
> I've put some high resolution timestamping into the code and found  
> some interesting things.
> 
> Am example ticket that took 10 seconds to render spent 8.17 seconds in  
> the
> 
> 	while ( my $Transaction = $Transactions->Next ) {
> 
> loop inside ShowHistory:
> 
> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:  
> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
> 
> So then I put some logging in ShowTransaction
> 
> Each INIT takes milliseconds (so I think we can discount that):
> 
> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time taken:  
> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:253)
> 
> But each Body of ShowTransaction takes between 0.03 and 0.15 seconds eg:
> 
> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:  
> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:  
> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:  
> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
> 
> So multiply that for 100 comments + 100 other transactions (status  
> changes etc) and it's easy to see where the time goes...
> 
> Justin
> 
> 
> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
> 
> > Justin;
> >
> > One of the other things I done here is to hide show summary by  
> > default, as I noticed the ShowSummary and in particular
> > <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats the  
> > box that shows Other ticket by requestor etc)
> > was taking a long time to render
> >
> > If you can play and test in your system try to comment out
> > <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj, Attachments  
> > => $attachments &>
> >
> > see if ticket loading is quicker,
> > remember to restart apache after you do the change ..
> >
> > I am on 3.6.3 and some of our monitoring tickets are over 300  
> > updates long .. having been through the pain you having, I tried all  
> > possible options
> >
> > Roy
> >
> >
> > Justin Hayes wrote:
> >> Thanks for the advice Roy, but I think I'd already tried that at  
> >> some  point in the past:
> >>
> >>   <tr>
> >>     <td colspan="4" class="content <%perl> $m->print('hidden') if   
> >> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
> >> %# if ($Transaction->CustomFieldValues->Count) {
> >> %#      <& /Elements/ShowCustomFields, Object => $Transaction &>
> >> %# }
> >> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)  
> >> unless  ($Collapsed==1 ||!$ShowBody);
> >>     </td>
> >>   </tr>
> >>
> >> Justin
> >>
> >> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
> >>
> >>
> >>> Justin;
> >>>
> >>> I 've had similar slow loading tickets in the past, and it turned   
> >>> out (in my case) the problem was with transactions custom fields,  
> >>> do  you use those?? if you don't you can comment  out the  
> >>> following  lines from Ticket/Elements/ShowTransaction
> >>>
> >>> 65 % if ($Transaction->CustomFieldValues->Count) {
> >>> 66       <& /Elements/ShowCustomFields, Object => $Transaction &>
> >>> 67 % }
> >>>
> >>> The numbers you see there are the line numbers
> >>>
> >>> Roy
> >>>
> >>>
> >>> Justin Hayes wrote:
> >>>
> >>>> Hi,
> >>>>
> >>>> Some of our tickets can get pretty long and the longer they get   
> >>>> the  longer the page takes to load. So for a long ticket with  
> >>>> say  100  comments/replies and assorted status changes etc it  
> >>>> might take  10+  seconds to render.
> >>>>
> >>>> A lot of the time seems to be looping over every transaction,   
> >>>> checking  permissions etc etc, I guess maybe to decide whether  
> >>>> to  display the  reply/comment options and other things.
> >>>>
> >>>> Have any improvements been made to the history display code in  
> >>>> 3.8?  I  would have thought it was more sensible to check  
> >>>> permissions  once for  the ticket and then quickly render all the  
> >>>> attachments,  but I'm sure  that's a simplistic view of it.
> >>>>
> >>>> Any thoughts welcome!
> >>>>
> >>>> Justin
> >>>>
> >>>> -------------------------------------------------
> >>>> Justin Hayes
> >>>> Orbis Support Manager
> >>>> justin.hayes at orbisuk.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
> >>>>
> >>>>
> >>
> >>
> >> -------------------------------------------------
> >> Justin Hayes
> >> Orbis Support Manager
> >> justin.hayes at orbisuk.com
> >>
> >>
> >>
> >>
> >>
> 
> 
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.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 justin.hayes at orbisuk.com  Tue Apr 28 13:29:13 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 28 Apr 2009 18:29:13 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <20090428171237.GC26100@it.is.rice.edu>
References: <152AEACC-11B1-4821-BB57-DC4616A2A303@orbisuk.com><49F6D3A0.7070701@vialtus.com><AE146FCB-7D62-4DDB-93FB-DF7992D51D2F@orbisuk.com><49F71B63.8090403@vialtus.com><59D57756-939F-4085-A7C5-930A69796B33@orbisuk.com>
	<20090428171237.GC26100@it.is.rice.edu>
Message-ID: <F21587E1-B0F8-4F33-9828-31EF2AF888EF@orbisuk.com>

I'm already skipping a load of transactions, but there's a minimum I  
can cut down to.

In ShowHistory we have this loop, where all the time goes. I've added  
interval logging round the 3 main sections

1) The skip checking
2) The attachment grepping
3) The call to ShowTransaction

while ( my $Transaction = $Transactions->Next ) {

my $t10 = [gettimeofday];
     my $skip = 0;
     $m->comp( '/Elements/Callback',
               _CallbackName => 'SkipTransaction',
               Transaction   => $Transaction,
               skip          => \$skip,
               %ARGS );
     next if $skip;
     $i++;
my $elapsed10 = tv_interval ( $t10 );
$RT::Logger->debug("Transaction Loop1 - time taken: $elapsed10");

     my @trans_attachments = grep { $_->TransactionId == $Transaction- 
 >Id } @attachments;

     my $trans_content = {};
     grep { ($_->TransactionId == $Transaction->Id ) &&  
($trans_content->{$_->Id} = $_)  } @attachment_content;

  $elapsed10 = tv_interval ( $t10 );
$RT::Logger->debug("Transaction Loop2 - time taken: $elapsed10");
     #Args is first because we're clobbering the "Attachments" parameter
     $m->comp( 'ShowTransaction',
             %ARGS,

               AttachPath           => $AttachPath,
               UpdatePath           => $UpdatePath,
               Ticket               => $Ticket,
               Transaction          => $Transaction,
               ShowHeaders          => $ShowHeaders,
               Collapsed            => $Collapsed,
               RowNum               => $i,
               EntryNum                                           =>  
(( $Transaction->Type =~ /^(Create|Correspond|Comment)$/ ) ? (++ 
$EntryNum) : " "),
               ShowTitleBarCommands => $ShowTitleBarCommands,
               Attachments          => \@trans_attachments,
               AttachmentContent    => $trans_content,
               LastTransaction      => $Transactions->IsLast
  );

# manually flush the content buffer after each txn, so the user sees
# some update
$m->flush_buffer();
  $elapsed10 = tv_interval ( $t10 );
$RT::Logger->debug("Transaction Loop3 - time taken: $elapsed10");
}

We get output like this (time taken to get from the start of the  
iteration to the logging point)

Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010705 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.048624 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004812 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011379 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024753 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004143 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010706 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024104 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.01071 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.049055 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.00481 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011399 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024773 (/ 
opt/rt3/local/html/Ticket/Elements/ShowHistory:133)


So very little time lost checking for skip, then maybe 0.01s to get  
past the attachment grep, and then another 0.01 - 0.04s to show the  
transaction itself.

So times that by 300 transactions and you're up to 10 secs easily.

Those grep commands seem to cost 0.01 (which is 3s over 300  
transactions) and I'm not sure what they do......

Then you're into the ShowTransaction itself, where the bulk of the  
time goes, so maybe I need to look there next.

Justin

On 28 Apr 2009, at 18:12, Kenneth Marshall wrote:

> Hi, Justin,
>
> We found similar results from a slow ticket load investigation.
> For a "fix", we added a "brief" mode and a "full" mode to the
> display code. The "full" mode show it all, but the "brief" mode
> skipped uninteresting transactions. Maybe an approach like that
> would help.
>
> Cheers,
> Ken
>
> On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
>> I've put some high resolution timestamping into the code and found
>> some interesting things.
>>
>> Am example ticket that took 10 seconds to render spent 8.17 seconds  
>> in
>> the
>>
>> 	while ( my $Transaction = $Transactions->Next ) {
>>
>> loop inside ShowHistory:
>>
>> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:
>> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
>>
>> So then I put some logging in ShowTransaction
>>
>> Each INIT takes milliseconds (so I think we can discount that):
>>
>> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time taken:
>> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:253)
>>
>> But each Body of ShowTransaction takes between 0.03 and 0.15  
>> seconds eg:
>>
>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>
>> So multiply that for 100 comments + 100 other transactions (status
>> changes etc) and it's easy to see where the time goes...
>>
>> Justin
>>
>>
>> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
>>
>>> Justin;
>>>
>>> One of the other things I done here is to hide show summary by
>>> default, as I noticed the ShowSummary and in particular
>>> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats the
>>> box that shows Other ticket by requestor etc)
>>> was taking a long time to render
>>>
>>> If you can play and test in your system try to comment out
>>> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj, Attachments
>>> => $attachments &>
>>>
>>> see if ticket loading is quicker,
>>> remember to restart apache after you do the change ..
>>>
>>> I am on 3.6.3 and some of our monitoring tickets are over 300
>>> updates long .. having been through the pain you having, I tried all
>>> possible options
>>>
>>> Roy
>>>
>>>
>>> Justin Hayes wrote:
>>>> Thanks for the advice Roy, but I think I'd already tried that at
>>>> some  point in the past:
>>>>
>>>>  <tr>
>>>>    <td colspan="4" class="content <%perl> $m->print('hidden') if
>>>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>>>> %# if ($Transaction->CustomFieldValues->Count) {
>>>> %#      <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>> %# }
>>>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)
>>>> unless  ($Collapsed==1 ||!$ShowBody);
>>>>    </td>
>>>>  </tr>
>>>>
>>>> Justin
>>>>
>>>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>>>
>>>>
>>>>> Justin;
>>>>>
>>>>> I 've had similar slow loading tickets in the past, and it turned
>>>>> out (in my case) the problem was with transactions custom fields,
>>>>> do  you use those?? if you don't you can comment  out the
>>>>> following  lines from Ticket/Elements/ShowTransaction
>>>>>
>>>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>>>> 66       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>> 67 % }
>>>>>
>>>>> The numbers you see there are the line numbers
>>>>>
>>>>> Roy
>>>>>
>>>>>
>>>>> Justin Hayes wrote:
>>>>>
>>>>>> Hi,
>>>>>>
>>>>>> Some of our tickets can get pretty long and the longer they get
>>>>>> the  longer the page takes to load. So for a long ticket with
>>>>>> say  100  comments/replies and assorted status changes etc it
>>>>>> might take  10+  seconds to render.
>>>>>>
>>>>>> A lot of the time seems to be looping over every transaction,
>>>>>> checking  permissions etc etc, I guess maybe to decide whether
>>>>>> to  display the  reply/comment options and other things.
>>>>>>
>>>>>> Have any improvements been made to the history display code in
>>>>>> 3.8?  I  would have thought it was more sensible to check
>>>>>> permissions  once for  the ticket and then quickly render all the
>>>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>>>
>>>>>> Any thoughts welcome!
>>>>>>
>>>>>> Justin
>>>>>>
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> Orbis Support Manager
>>>>>> justin.hayes at orbisuk.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
>>>>>>
>>>>>>
>>>>
>>>>
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> Orbis Support Manager
>>>> justin.hayes at orbisuk.com
>>>>
>>>>
>>>>
>>>>
>>>>
>>
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From toml at bitstatement.net  Tue Apr 28 13:38:05 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 28 Apr 2009 10:38:05 -0700
Subject: [rt-users] advice for mobile techs
In-Reply-To: <19fa96670904281010r5ff16177j52c241d2f6f8118@mail.gmail.com>
References: <19fa96670904281010r5ff16177j52c241d2f6f8118@mail.gmail.com>
Message-ID: <49F73EFD.7020004@bitstatement.net>

> gets sent out and replied to, it gets added as correspondence (i.e.
> the Requestor sees it) not comments.  Since we don't have a
> dispatcher, there's bound to be alot of ticket chatter while we figure

You need another alias for comments, that uses "--action comment" instead of
"--action correspond" as an option to rt-mailgate.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From cwfox at us.fujitsu.com  Tue Apr 28 13:37:50 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Tue, 28 Apr 2009 07:37:50 -1000
Subject: [rt-users] RT 3.6.6 and Branded Queues
In-Reply-To: <589c94400904271219v30ec14dcs686d8ad7e5c05785@mail.gmail.com>
References: <49F381E3.6070401@us.fujitsu.com>	
	<075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>
	<589c94400904271219v30ec14dcs686d8ad7e5c05785@mail.gmail.com>
Message-ID: <49F73EEE.1090501@us.fujitsu.com>

Ruslan Zakirov wrote:
> Code in 3.8 is import of the branded queues extension into RT's core.
> There is even script to convert old storage into the new format. I
> made several tests during integration and I'm pretty sure branded
> queues work with RT 3.6.
> 

Ruslan,

	Maybe I'm not groking how this should work. I would like to replace the 
[{$rtname} #{$Ticket->id()}] with [{$Ticket->QueueObj->Name} 
#{$Ticket->id()}] in the Subject prefix, but the best I seem to be able 
to get is both when I add "Subject: [{$Ticket->QueueObj->Name} 
#{$Ticket->id()}] {$Ticket->Subject}" to a template.
	Is that the expected behavior with Branded Queues?

Best Regards,
Camron

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com



From vadud3 at gmail.com  Tue Apr 28 13:45:26 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 28 Apr 2009 13:45:26 -0400
Subject: [rt-users] Upgrade RT
In-Reply-To: <74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
Message-ID: <a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>

On Tue, Nov 18, 2008 at 6:33 AM, Tim Cutts <tjrc at sanger.ac.uk> wrote:

>
> On 17 Nov 2008, at 10:34 pm, Asif Iqbal wrote:
>
>  Do I upgrade from RT 3.4.5 to RT 3.8.1 directly? Or there is a roadmap
>> somewhere?
>>
>
> You can do this in almost one go, yes.  It's almost exactly what I'm doing
> with my production RT, where I'm going from 3.4.2 to 3.8.1
>
>
>> Do I upgrade the mysql 4.0.24 to 4.1 first before upgrading the RT?
>>
>
> Yes.  Or at least, here's what I've tested, and seems to work quite well:
>
> 1)  Set up a new RT box for your new server, so that you can always back
> out if this goes wrong.  On this server, install the new version of MySQL
> you want to use, and install RT 3.8.1
>
> 2)  Make a dump of your production MySQL instance, and load it into the new
> MySQL database.
>
> 3)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade command as
> detailed in the RT 3.8.1 README file, but only as far as version 3.8.0
>
> 4)  Run the MySQL upgrade script, as detailed in UPGRADING.mysql, and apply
> the SQL statements it wants you to make.  This can take a long time; the
> alter table statements are pretty slow-running.
>
> 5)  Run the /opt/rt3/sbin/rt-setup-database --action upgrade thing again
> for the last small changes from 3.8.0 to 3.8.1
>

Ok now that upgrade completed on the test system, I now see 5000 more
tickets already
created on the production systems. Do I have to redo this whole thing? I
have binlog enabled
since the beginning of the original instance. How do I append those new 500
tickets?
I guess I am now on a catchup game :-)



>
> After that, it all seemed to work pretty well.
>
> Tim
>
>
> --
> The Wellcome Trust Sanger Institute is operated by Genome ResearchLimited,
> a charity registered in England with number 1021457 and acompany registered
> in England with number 2742969, whose registeredoffice is 215 Euston Road,
> London, NW1 2BE.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From toml at bitstatement.net  Tue Apr 28 13:53:12 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 28 Apr 2009 10:53:12 -0700
Subject: [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>
Message-ID: <49F74288.8020302@bitstatement.net>

> Ok now that upgrade completed on the test system, I now see 5000 more
> tickets already
> created on the production systems. Do I have to redo this whole thing? I
> have binlog enabled
> since the beginning of the original instance. How do I append those new 500
> tickets?
> I guess I am now on a catchup game :-)

You're gonna have to shut down the production instance during the
conversion.  No way around it.  Stay late and bring pizza and beer ;)


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From ktm at rice.edu  Tue Apr 28 13:54:53 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 28 Apr 2009 12:54:53 -0500
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <F21587E1-B0F8-4F33-9828-31EF2AF888EF@orbisuk.com>
References: <20090428171237.GC26100@it.is.rice.edu>
	<F21587E1-B0F8-4F33-9828-31EF2AF888EF@orbisuk.com>
Message-ID: <20090428175453.GH26100@it.is.rice.edu>

Just looking at what we have:

while ( my $Transaction = $Transactions->Next ) {
    my $skip = 0;
    $m->comp( '/Elements/Callback',
              _CallbackName => 'SkipTransaction',
              Transaction   => $Transaction,
              skip          => \$skip,
              %ARGS );
    next if $skip;
    my $transcreator = $Transaction->Creator;
    next if ( $transcreator == 1 and $ShowHeaders != 1 );           # RT_System
    next if ( $transcreator == 96711 and $ShowHeaders != 1 );       # escalate
    $i++;
...

I skip all the RT_System transactions unless the "full" option
is specified. That seemed to make the biggest difference. Everything
else ended up being a micro-optimization at best. As you have noticed,
the key is to reduce the amount of transactions processed completely.
Just nuking the RT_System transactions really helped.

My two cents,
Ken

On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
> I'm already skipping a load of transactions, but there's a minimum I can 
> cut down to.
>
> In ShowHistory we have this loop, where all the time goes. I've added 
> interval logging round the 3 main sections
>
> 1) The skip checking
> 2) The attachment grepping
> 3) The call to ShowTransaction
>
> while ( my $Transaction = $Transactions->Next ) {
>
> my $t10 = [gettimeofday];
>     my $skip = 0;
>     $m->comp( '/Elements/Callback',
>               _CallbackName => 'SkipTransaction',
>               Transaction   => $Transaction,
>               skip          => \$skip,
>               %ARGS );
>     next if $skip;
>     $i++;
> my $elapsed10 = tv_interval ( $t10 );
> $RT::Logger->debug("Transaction Loop1 - time taken: $elapsed10");
>
>     my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } 
> @attachments;
>
>     my $trans_content = {};
>     grep { ($_->TransactionId == $Transaction->Id ) && 
> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>
>  $elapsed10 = tv_interval ( $t10 );
> $RT::Logger->debug("Transaction Loop2 - time taken: $elapsed10");
>     #Args is first because we're clobbering the "Attachments" parameter
>     $m->comp( 'ShowTransaction',
>             %ARGS,
>
>               AttachPath           => $AttachPath,
>               UpdatePath           => $UpdatePath,
>               Ticket               => $Ticket,
>               Transaction          => $Transaction,
>               ShowHeaders          => $ShowHeaders,
>               Collapsed            => $Collapsed,
>               RowNum               => $i,
>               EntryNum                                           => (( 
> $Transaction->Type =~ /^(Create|Correspond|Comment)$/ ) ? (++$EntryNum) : " 
> "),
>               ShowTitleBarCommands => $ShowTitleBarCommands,
>               Attachments          => \@trans_attachments,
>               AttachmentContent    => $trans_content,
>               LastTransaction      => $Transactions->IsLast
>  );
>
> # manually flush the content buffer after each txn, so the user sees
> # some update
> $m->flush_buffer();
>  $elapsed10 = tv_interval ( $t10 );
> $RT::Logger->debug("Transaction Loop3 - time taken: $elapsed10");
> }
>
> We get output like this (time taken to get from the start of the iteration 
> to the logging point)
>
> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010705 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.048624 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004812 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011379 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024753 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004143 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010706 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024104 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.01071 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.049055 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.00481 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011399 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024773 
> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>
>
> So very little time lost checking for skip, then maybe 0.01s to get past 
> the attachment grep, and then another 0.01 - 0.04s to show the transaction 
> itself.
>
> So times that by 300 transactions and you're up to 10 secs easily.
>
> Those grep commands seem to cost 0.01 (which is 3s over 300 transactions) 
> and I'm not sure what they do......
>
> Then you're into the ShowTransaction itself, where the bulk of the time 
> goes, so maybe I need to look there next.
>
> Justin
>
> On 28 Apr 2009, at 18:12, Kenneth Marshall wrote:
>
>> Hi, Justin,
>>
>> We found similar results from a slow ticket load investigation.
>> For a "fix", we added a "brief" mode and a "full" mode to the
>> display code. The "full" mode show it all, but the "brief" mode
>> skipped uninteresting transactions. Maybe an approach like that
>> would help.
>>
>> Cheers,
>> Ken
>>
>> On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
>>> I've put some high resolution timestamping into the code and found
>>> some interesting things.
>>>
>>> Am example ticket that took 10 seconds to render spent 8.17 seconds in
>>> the
>>>
>>> 	while ( my $Transaction = $Transactions->Next ) {
>>>
>>> loop inside ShowHistory:
>>>
>>> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:
>>> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
>>>
>>> So then I put some logging in ShowTransaction
>>>
>>> Each INIT takes milliseconds (so I think we can discount that):
>>>
>>> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time taken:
>>> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:253)
>>>
>>> But each Body of ShowTransaction takes between 0.03 and 0.15 seconds eg:
>>>
>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>
>>> So multiply that for 100 comments + 100 other transactions (status
>>> changes etc) and it's easy to see where the time goes...
>>>
>>> Justin
>>>
>>>
>>> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
>>>
>>>> Justin;
>>>>
>>>> One of the other things I done here is to hide show summary by
>>>> default, as I noticed the ShowSummary and in particular
>>>> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats the
>>>> box that shows Other ticket by requestor etc)
>>>> was taking a long time to render
>>>>
>>>> If you can play and test in your system try to comment out
>>>> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj, Attachments
>>>> => $attachments &>
>>>>
>>>> see if ticket loading is quicker,
>>>> remember to restart apache after you do the change ..
>>>>
>>>> I am on 3.6.3 and some of our monitoring tickets are over 300
>>>> updates long .. having been through the pain you having, I tried all
>>>> possible options
>>>>
>>>> Roy
>>>>
>>>>
>>>> Justin Hayes wrote:
>>>>> Thanks for the advice Roy, but I think I'd already tried that at
>>>>> some  point in the past:
>>>>>
>>>>>  <tr>
>>>>>    <td colspan="4" class="content <%perl> $m->print('hidden') if
>>>>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>>>>> %# if ($Transaction->CustomFieldValues->Count) {
>>>>> %#      <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>> %# }
>>>>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)
>>>>> unless  ($Collapsed==1 ||!$ShowBody);
>>>>>    </td>
>>>>>  </tr>
>>>>>
>>>>> Justin
>>>>>
>>>>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>>>>
>>>>>
>>>>>> Justin;
>>>>>>
>>>>>> I 've had similar slow loading tickets in the past, and it turned
>>>>>> out (in my case) the problem was with transactions custom fields,
>>>>>> do  you use those?? if you don't you can comment  out the
>>>>>> following  lines from Ticket/Elements/ShowTransaction
>>>>>>
>>>>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>>>>> 66       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>> 67 % }
>>>>>>
>>>>>> The numbers you see there are the line numbers
>>>>>>
>>>>>> Roy
>>>>>>
>>>>>>
>>>>>> Justin Hayes wrote:
>>>>>>
>>>>>>> Hi,
>>>>>>>
>>>>>>> Some of our tickets can get pretty long and the longer they get
>>>>>>> the  longer the page takes to load. So for a long ticket with
>>>>>>> say  100  comments/replies and assorted status changes etc it
>>>>>>> might take  10+  seconds to render.
>>>>>>>
>>>>>>> A lot of the time seems to be looping over every transaction,
>>>>>>> checking  permissions etc etc, I guess maybe to decide whether
>>>>>>> to  display the  reply/comment options and other things.
>>>>>>>
>>>>>>> Have any improvements been made to the history display code in
>>>>>>> 3.8?  I  would have thought it was more sensible to check
>>>>>>> permissions  once for  the ticket and then quickly render all the
>>>>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>>>>
>>>>>>> Any thoughts welcome!
>>>>>>>
>>>>>>> Justin
>>>>>>>
>>>>>>> -------------------------------------------------
>>>>>>> Justin Hayes
>>>>>>> Orbis Support Manager
>>>>>>> justin.hayes at orbisuk.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
>>>>>>>
>>>>>>>
>>>>>
>>>>>
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> Orbis Support Manager
>>>>> justin.hayes at orbisuk.com
>>>>>
>>>>>
>>>>>
>>>>>
>>>>>
>>>
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> Orbis Support Manager
>>> justin.hayes at orbisuk.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
>
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
>


From vadud3 at gmail.com  Tue Apr 28 14:01:37 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 28 Apr 2009 14:01:37 -0400
Subject: [rt-users] Upgrade RT
In-Reply-To: <49F74288.8020302@bitstatement.net>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>
	<49F74288.8020302@bitstatement.net>
Message-ID: <a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>

On Tue, Apr 28, 2009 at 1:53 PM, Tom Lahti <toml at bitstatement.net> wrote:

> > Ok now that upgrade completed on the test system, I now see 5000 more
> > tickets already
> > created on the production systems. Do I have to redo this whole thing? I
> > have binlog enabled
> > since the beginning of the original instance. How do I append those new
> 500
> > tickets?
> > I guess I am now on a catchup game :-)
>
> You're gonna have to shut down the production instance during the
> conversion.  No way around it.  Stay late and bring pizza and beer ;)



I am looking for a way to use the binlogs to add the new tickets to the test
server

That way I don't have to dump the whole database again and the import and
all that
from the beginning.



>
>
>
> --
> -- ============================
>   Tom Lahti
>   BIT Statement LLC
>
>   (425)251-0833 x 117
>   http://www.bitstatement.net/
> -- ============================
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From tjrc at sanger.ac.uk  Tue Apr 28 14:07:17 2009
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 28 Apr 2009 19:07:17 +0100
Subject: [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>
	<a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>
	<49F74288.8020302@bitstatement.net>
	<a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>
Message-ID: <2B467D06-A691-4CA5-ABC0-30FBF0D66056@sanger.ac.uk>


On 28 Apr 2009, at 7:01 pm, Asif Iqbal wrote:

> On Tue, Apr 28, 2009 at 1:53 PM, Tom Lahti <toml at bitstatement.net>  
> wrote:
>
>>> Ok now that upgrade completed on the test system, I now see 5000  
>>> more
>>> tickets already
>>> created on the production systems. Do I have to redo this whole  
>>> thing? I
>>> have binlog enabled
>>> since the beginning of the original instance. How do I append  
>>> those new
>> 500
>>> tickets?
>>> I guess I am now on a catchup game :-)
>>
>> You're gonna have to shut down the production instance during the
>> conversion.  No way around it.  Stay late and bring pizza and beer ;)
>
>
>
> I am looking for a way to use the binlogs to add the new tickets to  
> the test
> server
>
> That way I don't have to dump the whole database again and the  
> import and
> all that
> from the beginning.

There's no simple way to do that because the schema has changed, so  
your binary logs can't be applied to the new server.  When I updated  
our RT I did what the last person suggested; shut down the production  
RT, dump, load, upgrade, bring up new production RT.

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 


From cwfox at us.fujitsu.com  Tue Apr 28 14:16:13 2009
From: cwfox at us.fujitsu.com (Camron W. Fox)
Date: Tue, 28 Apr 2009 08:16:13 -1000
Subject: [rt-users] RT 3.6.6 and Branded Queues
In-Reply-To: <49F73EEE.1090501@us.fujitsu.com>
References: <49F381E3.6070401@us.fujitsu.com>		<075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>	<589c94400904271219v30ec14dcs686d8ad7e5c05785@mail.gmail.com>
	<49F73EEE.1090501@us.fujitsu.com>
Message-ID: <49F747ED.8040300@us.fujitsu.com>

Camron W. Fox wrote:
> Ruslan Zakirov wrote:
>> Code in 3.8 is import of the branded queues extension into RT's core.
>> There is even script to convert old storage into the new format. I
>> made several tests during integration and I'm pretty sure branded
>> queues work with RT 3.6.
>>
> 
> Ruslan,
> 
> 	Maybe I'm not groking how this should work. I would like to replace the 
> [{$rtname} #{$Ticket->id()}] with [{$Ticket->QueueObj->Name} 
> #{$Ticket->id()}] in the Subject prefix, but the best I seem to be able 
> to get is both when I add "Subject: [{$Ticket->QueueObj->Name} 
> #{$Ticket->id()}] {$Ticket->Subject}" to a template.
> 	Is that the expected behavior with Branded Queues?
> 
> Best Regards,
> Camron
> 
> Best Regards,
> Camron
> 
Alle,

	Please disregard my last. It appears I am an idiot. After returning the 
the Configuration->Queue->$Queuename->Basics menu, I found the Custom 
Branding box...DO'H!

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail:		cwfox at us.fujitsu.com
Phone:		(808) 934-4102
Cell:		(808) 937-5026



From toml at bitstatement.net  Tue Apr 28 14:19:43 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 28 Apr 2009 11:19:43 -0700
Subject: [rt-users] Upgrade RT
In-Reply-To: <a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>
References: <a60f25fc0811141404s345a948by6c7aeaeb4b96c469@mail.gmail.com>	
	<a60f25fc0811171434p1070fae0ne4b364344d09578@mail.gmail.com>	
	<74329544-6050-4C0E-A309-518FF801E62B@sanger.ac.uk>	
	<a60f25fc0904281045s6762f275h21f297a995ef993c@mail.gmail.com>	
	<49F74288.8020302@bitstatement.net>
	<a60f25fc0904281101x423fba0fye27ea6317512157e@mail.gmail.com>
Message-ID: <49F748BF.1080309@bitstatement.net>


> I am looking for a way to use the binlogs to add the new tickets to the test
> server
> 
> That way I don't have to dump the whole database again and the import and
> all that
> from the beginning.

Can't.  The binlogs contain insert/update statements for a different schema.
 If you tried to apply them to the new schema, they'd fail with SQL errors.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From gravyface at gmail.com  Tue Apr 28 14:35:43 2009
From: gravyface at gmail.com (GravyFace)
Date: Tue, 28 Apr 2009 14:35:43 -0400
Subject: [rt-users] advice for mobile techs
In-Reply-To: <49F73EFD.7020004@bitstatement.net>
References: <19fa96670904281010r5ff16177j52c241d2f6f8118@mail.gmail.com>
	<49F73EFD.7020004@bitstatement.net>
Message-ID: <19fa96670904281135i10649345u407ef78de395ae0c@mail.gmail.com>

On Tue, Apr 28, 2009 at 1:38 PM, Tom Lahti <toml at bitstatement.net> wrote:

> You need another alias for comments, that uses "--action comment" instead of
> "--action correspond" as an option to rt-mailgate.

Ah, right.  Ok, and when we want to comment on tickets we'll send an
email to comments at ourcompany.com instead of replying to the ticket.


From ruslan.zakirov at gmail.com  Tue Apr 28 16:21:07 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 29 Apr 2009 00:21:07 +0400
Subject: [rt-users] RT 3.6.6 and Branded Queues
In-Reply-To: <49F747ED.8040300@us.fujitsu.com>
References: <49F381E3.6070401@us.fujitsu.com>
	<075CB5DD-E805-47A0-BF7E-8F59E3107C39@netconsonance.com>
	<589c94400904271219v30ec14dcs686d8ad7e5c05785@mail.gmail.com>
	<49F73EEE.1090501@us.fujitsu.com> <49F747ED.8040300@us.fujitsu.com>
Message-ID: <589c94400904281321k5c44101dl45c84eb8c6d9d84d@mail.gmail.com>

Could you update wiki with a slight note? This extension is mentioned
on http://wiki.bestpractical.com/view/Extensions

On Tue, Apr 28, 2009 at 10:16 PM, Camron W. Fox <cwfox at us.fujitsu.com> wrote:
> Camron W. Fox wrote:
>> Ruslan Zakirov wrote:
>>> Code in 3.8 is import of the branded queues extension into RT's core.
>>> There is even script to convert old storage into the new format. I
>>> made several tests during integration and I'm pretty sure branded
>>> queues work with RT 3.6.
>>>
>>
>> Ruslan,
>>
>> ? ? ? Maybe I'm not groking how this should work. I would like to replace the
>> [{$rtname} #{$Ticket->id()}] with [{$Ticket->QueueObj->Name}
>> #{$Ticket->id()}] in the Subject prefix, but the best I seem to be able
>> to get is both when I add "Subject: [{$Ticket->QueueObj->Name}
>> #{$Ticket->id()}] {$Ticket->Subject}" to a template.
>> ? ? ? Is that the expected behavior with Branded Queues?
>>
>> Best Regards,
>> Camron
>>
>> Best Regards,
>> Camron
>>
> Alle,
>
> ? ? ? ?Please disregard my last. It appears I am an idiot. After returning the
> the Configuration->Queue->$Queuename->Basics menu, I found the Custom
> Branding box...DO'H!
>
> Best Regards,
> Camron
>
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of 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 aaltamirano at uc.cl  Tue Apr 28 16:39:35 2009
From: aaltamirano at uc.cl (Andres Altamirano)
Date: Tue, 28 Apr 2009 16:39:35 -0400
Subject: [rt-users] Time between created and resolved
Message-ID: <49F76987.6000209@uc.cl>

Hi
I would like to know how to set a column in a query that shows the
time between the ticket was created an resolved.

Example:

Created  : 20090301
Resolved : 20090310
Between  : 9 days (hour, etc)

I've tried query builder in advance but can't find some functions that
i can use like in sql.

thanks,

-- 
Atte.
Andres Altamirano
Subdirecci?n Innovaci?n Tecnol?gica
Direcci?n de Inform?tica
Pontificia Universidad Cat?lica de Chile
Campus San Joaquin. Vicu?a Mackena 4860
Fono: +56 2 3547183

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From ruslan.zakirov at gmail.com  Tue Apr 28 16:47:05 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 29 Apr 2009 00:47:05 +0400
Subject: [rt-users] Time between created and resolved
In-Reply-To: <49F76987.6000209@uc.cl>
References: <49F76987.6000209@uc.cl>
Message-ID: <589c94400904281347q3fc61003l48068ad91cb5c6dc@mail.gmail.com>

It's something you should name yourself and hack in ColumnMap, see
lib/RT/Date.pm for dates API. It's should be pretty easy to implement.

On Wed, Apr 29, 2009 at 12:39 AM, Andres Altamirano <aaltamirano at uc.cl> wrote:
> Hi
> I would like to know how to set a column in a query that shows the
> time between the ticket was created an resolved.
>
> Example:
>
> Created ?: 20090301
> Resolved : 20090310
> Between ?: 9 days (hour, etc)
>
> I've tried query builder in advance but can't find some functions that
> i can use like in sql.
>
> thanks,
>
> --
> Atte.
> Andres Altamirano
> Subdirecci?n Innovaci?n Tecnol?gica
> Direcci?n de Inform?tica
> Pontificia Universidad Cat?lica de Chile
> Campus San Joaquin. Vicu?a Mackena 4860
> Fono: +56 2 3547183
>
>
> _______________________________________________
> 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 pthirose at ucdavis.edu  Tue Apr 28 18:37:35 2009
From: pthirose at ucdavis.edu (Paul Hirose)
Date: Tue, 28 Apr 2009 15:37:35 -0700 (PDT)
Subject: [rt-users] Creating Index(es) for RT and other optimizations
Message-ID: <alpine.BSO.2.00.0904281524220.10131@eacs-pth.engr.ucdavis.edu>

RT-3.8.2 and MySQL 5.0.77.  I've seen many messages mention "create an index..." that would help performance.  I was wondering if anyone has recommendations on what index(es) to create (and if you could add how to do so as well.)  It's hard to tell which apply for what (some referring to RT-Shredder, others to RT 3.6.x, etc.)  Does creating a bunch of indexes that never get used hurt (other than disk space?)

I started MySQL with "--log-queries-not-using-indexes" just out of curiosity, and see quite a few over the past 24 hours.  A "grep SELECT rt-slow.log | sort | uniq -c | sort -n" shows most of them aren't repeated often.  Of course, I restarted so it's only had about 14 hours worth of operation so far.  A couple random SELECT statements from the above are shown below.

Also ran mysqlreport (saw that reference in a recent email message on this list, thank you!)  It's mostly doing MyISAM analysis, but the InnoDB section is showing some stuff too.  Again, w/less than a day's worth of info it's not much to go on.

I asked previously about my output from mysqltuner.pl and that mostly boiled down to "can't really fix these with just RT" (and obviously stuff about adding RAM, or changing some particular variable I'm trying as best I can.)

My Apache (2.2.11 with Mod-perl 2.04) is solely dedicated to RT.  If anyone has performance tuning suggestions that helps it run RT better, I'd be happy to hear those too.

I've looked at http://wiki.bestpractical.com/view/PerformanceTuning and tried a few things as appropriate (latest version of DBIx::SearchBuilder, etc.)  I'm going to try the HTML::Mason suggestions there next (one change at a time!)

Thank you,
PH

PS
SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND ( ( main.Owner = '6' OR main.Owner = '22' )  AND main.Type = 'reminder' AND  ( main.Status = 'new' OR main.Status = 'open' ) ) AND (main.EffectiveId = main.id)  ORDER BY main.Due DESC;

SELECT main.* FROM Tickets main  WHERE (main.Status != 'deleted') AND ( ( main.Owner = '6' OR main.Owner = '220' )  AND main.Type = 'reminder' AND  ( main. Status = 'new' OR main.Status = 'open' )  AND  (  ( main.Queue = '3' OR main.Queue = '4' OR main.Queue = '5' OR main.Queue = '6' OR main.Queue = '7' )  ) ) AND (main.EffectiveId = main.id)  ORDER BY main.Due DESC;

--
Paul Hirose          : pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
One Shields Avenue   : Voice (530) 752-7181 : Robot, n.: Univ. Admin
Davis, CA 95616-8770 : Fax   (530) 752-4465 : rec.pets.cat.anecdotes


From toml at bitstatement.net  Tue Apr 28 20:46:13 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Tue, 28 Apr 2009 17:46:13 -0700
Subject: [rt-users] rt-client usage?
Message-ID: <49F7A355.9070000@bitstatement.net>

rubyforge's statistics don't account for installations done via gem, so I'm
wondering if anyone has actually installed the ruby rt-client library and is
using it?  If so, any feedback?  Praise? Complaints? Patches?

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From Uday.Dey at SierraAtlantic.com  Wed Apr 29 01:31:38 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Wed, 29 Apr 2009 11:01:38 +0530
Subject: [rt-users] Adding more criteria in the query builder
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD6228@instpex1.in.corp.sa>
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B88C@instpex1.in.corp.sa>

Any Idea on this people?

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Uday Dey
Sent: Tuesday, April 28, 2009 5:30 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Adding more criteria in the query builder

 

Hi,

 

      I was wondering if more criteria can be added in the Query builder
for customizing the search. If yes, then how can we do it? Because I am
not having any UI option for adding more criteria's.  

 

Regards,

Uday

 


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DISCLAIMER:"The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." 
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From mhoover at thectogroup.com  Wed Apr 29 02:22:01 2009
From: mhoover at thectogroup.com (Matt Hoover)
Date: Tue, 28 Apr 2009 23:22:01 -0700
Subject: [rt-users] Query Builder search on Told
In-Reply-To: <0938ACD2-CFB2-47CE-B444-0D3F0860682D@netconsonance.com>
References: <996ab0890904242322l6798e930qd39b21cfac28ccde@mail.gmail.com>
	<0938ACD2-CFB2-47CE-B444-0D3F0860682D@netconsonance.com>
Message-ID: <996ab0890904282322u336d54e0v86fbfa6bf63a77fd@mail.gmail.com>

Joe-
Thanks for the recommendation :)  I am pretty familiar with SQL.  My
question surrounds the RT QUERY BUILDER INTERFACE.  I am not able to get
these correct sql queries around "NULL" to work in the query builder.  Try
what you think will work in query builder.  I have not been able to make it
work.

Trying something like: (except in query builder)
SELECT * FROM  Tickets WHERE  Told IS NULL AND STATUS !=  'Resolved' ....

Is there any way to pull this from the Query Builder interface?  I would
like my users to be able to run this....  Thanks

Matt

On Mon, Apr 27, 2009 at 9:17 AM, Jo Rhett <jrhett at netconsonance.com> wrote:

> This is a very basic SQL question.   You need to go get a good book on SQL.
>   I recommend the pink book.  (you'll understand when you see it)
> To answer your question: IS NULL not = NULL.   But please don't take my
> answer and fail to purchase a good book on SQL.
>
> On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote:
>
> In query builder - how do I search on dates that are NULL?  I have tried
> Told = NULL and lots of other combinations...  We are using RT 3.81
>
> Thanks
>
> 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
>
>
> --
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source and
> other randomness
>
>
>
>
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From justin.hayes at orbisuk.com  Wed Apr 29 02:35:20 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 29 Apr 2009 07:35:20 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <20090428175453.GH26100@it.is.rice.edu>
References: <20090428171237.GC26100@it.is.rice.edu><F21587E1-B0F8-4F33-9828-31EF2AF888EF@orbisuk.com>
	<20090428175453.GH26100@it.is.rice.edu>
Message-ID: <DB40460D-4337-4760-9B89-F9C5E8F87B9C@orbisuk.com>

Thanks Ken but I think I'm already doing that in my SkipTransaction  
callback:

<%init>
   my $ttype;
   $ttype = $Transaction->Type;
   $$skip = 1 if (($_SkipSystemMessages) && ((($Transaction->Creator  
eq 1) && ($Transaction->Type ne 'Status') && ($Transaction->Type ne  
'Comment')) || (($Transaction->Creator eq 177) && (($Transaction->Type  
ne 'Give') && ($Transaction->Type ne 'Correspond'))) || ($Transaction- 
 >Type eq 'CustomField') || ($Transaction->Type eq 'Set' &&  
$Transaction->Field eq 'TimeWorked')) );
   my $type = $Transaction->Type;
</%init>

I'm basically only showing comment/correspondence and status changes.  
I'm not sure I can skip anything else.

So I think I'm going to need to look into ShowTransaction and  
ShowTransactionAttachments to see if there are savings to be had. I  
only need to save a couple of hundredths of a second per transaction  
to make a big difference on the longer tickets.

I'm also looking at moving to 3.8.2, but until I can get one set up to  
benchmark against I don't know if it's any faster in this regard.

Cheers,

Justin

On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:

> Just looking at what we have:
>
> while ( my $Transaction = $Transactions->Next ) {
>    my $skip = 0;
>    $m->comp( '/Elements/Callback',
>              _CallbackName => 'SkipTransaction',
>              Transaction   => $Transaction,
>              skip          => \$skip,
>              %ARGS );
>    next if $skip;
>    my $transcreator = $Transaction->Creator;
>    next if ( $transcreator == 1 and $ShowHeaders != 1 );           #  
> RT_System
>    next if ( $transcreator == 96711 and $ShowHeaders != 1 );       #  
> escalate
>    $i++;
> ...
>
> I skip all the RT_System transactions unless the "full" option
> is specified. That seemed to make the biggest difference. Everything
> else ended up being a micro-optimization at best. As you have noticed,
> the key is to reduce the amount of transactions processed completely.
> Just nuking the RT_System transactions really helped.
>
> My two cents,
> Ken
>
> On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
>> I'm already skipping a load of transactions, but there's a minimum  
>> I can
>> cut down to.
>>
>> In ShowHistory we have this loop, where all the time goes. I've added
>> interval logging round the 3 main sections
>>
>> 1) The skip checking
>> 2) The attachment grepping
>> 3) The call to ShowTransaction
>>
>> while ( my $Transaction = $Transactions->Next ) {
>>
>> my $t10 = [gettimeofday];
>>    my $skip = 0;
>>    $m->comp( '/Elements/Callback',
>>              _CallbackName => 'SkipTransaction',
>>              Transaction   => $Transaction,
>>              skip          => \$skip,
>>              %ARGS );
>>    next if $skip;
>>    $i++;
>> my $elapsed10 = tv_interval ( $t10 );
>> $RT::Logger->debug("Transaction Loop1 - time taken: $elapsed10");
>>
>>    my @trans_attachments = grep { $_->TransactionId == $Transaction- 
>> >Id }
>> @attachments;
>>
>>    my $trans_content = {};
>>    grep { ($_->TransactionId == $Transaction->Id ) &&
>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>
>> $elapsed10 = tv_interval ( $t10 );
>> $RT::Logger->debug("Transaction Loop2 - time taken: $elapsed10");
>>    #Args is first because we're clobbering the "Attachments"  
>> parameter
>>    $m->comp( 'ShowTransaction',
>>            %ARGS,
>>
>>              AttachPath           => $AttachPath,
>>              UpdatePath           => $UpdatePath,
>>              Ticket               => $Ticket,
>>              Transaction          => $Transaction,
>>              ShowHeaders          => $ShowHeaders,
>>              Collapsed            => $Collapsed,
>>              RowNum               => $i,
>>              EntryNum                                           => ((
>> $Transaction->Type =~ /^(Create|Correspond|Comment)$/ ) ? (++ 
>> $EntryNum) : "
>> "),
>>              ShowTitleBarCommands => $ShowTitleBarCommands,
>>              Attachments          => \@trans_attachments,
>>              AttachmentContent    => $trans_content,
>>              LastTransaction      => $Transactions->IsLast
>> );
>>
>> # manually flush the content buffer after each txn, so the user sees
>> # some update
>> $m->flush_buffer();
>> $elapsed10 = tv_interval ( $t10 );
>> $RT::Logger->debug("Transaction Loop3 - time taken: $elapsed10");
>> }
>>
>> We get output like this (time taken to get from the start of the  
>> iteration
>> to the logging point)
>>
>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010705
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.048624
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004812
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011379
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024753
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004143
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010706
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024104
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.01071
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.049055
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.00481
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011399
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024773
>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>
>>
>> So very little time lost checking for skip, then maybe 0.01s to get  
>> past
>> the attachment grep, and then another 0.01 - 0.04s to show the  
>> transaction
>> itself.
>>
>> So times that by 300 transactions and you're up to 10 secs easily.
>>
>> Those grep commands seem to cost 0.01 (which is 3s over 300  
>> transactions)
>> and I'm not sure what they do......
>>
>> Then you're into the ShowTransaction itself, where the bulk of the  
>> time
>> goes, so maybe I need to look there next.
>>
>> Justin
>>
>> On 28 Apr 2009, at 18:12, Kenneth Marshall wrote:
>>
>>> Hi, Justin,
>>>
>>> We found similar results from a slow ticket load investigation.
>>> For a "fix", we added a "brief" mode and a "full" mode to the
>>> display code. The "full" mode show it all, but the "brief" mode
>>> skipped uninteresting transactions. Maybe an approach like that
>>> would help.
>>>
>>> Cheers,
>>> Ken
>>>
>>> On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
>>>> I've put some high resolution timestamping into the code and found
>>>> some interesting things.
>>>>
>>>> Am example ticket that took 10 seconds to render spent 8.17  
>>>> seconds in
>>>> the
>>>>
>>>> 	while ( my $Transaction = $Transactions->Next ) {
>>>>
>>>> loop inside ShowHistory:
>>>>
>>>> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:
>>>> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
>>>>
>>>> So then I put some logging in ShowTransaction
>>>>
>>>> Each INIT takes milliseconds (so I think we can discount that):
>>>>
>>>> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time taken:
>>>> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:253)
>>>>
>>>> But each Body of ShowTransaction takes between 0.03 and 0.15  
>>>> seconds eg:
>>>>
>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>
>>>> So multiply that for 100 comments + 100 other transactions (status
>>>> changes etc) and it's easy to see where the time goes...
>>>>
>>>> Justin
>>>>
>>>>
>>>> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
>>>>
>>>>> Justin;
>>>>>
>>>>> One of the other things I done here is to hide show summary by
>>>>> default, as I noticed the ShowSummary and in particular
>>>>> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats the
>>>>> box that shows Other ticket by requestor etc)
>>>>> was taking a long time to render
>>>>>
>>>>> If you can play and test in your system try to comment out
>>>>> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj,  
>>>>> Attachments
>>>>> => $attachments &>
>>>>>
>>>>> see if ticket loading is quicker,
>>>>> remember to restart apache after you do the change ..
>>>>>
>>>>> I am on 3.6.3 and some of our monitoring tickets are over 300
>>>>> updates long .. having been through the pain you having, I tried  
>>>>> all
>>>>> possible options
>>>>>
>>>>> Roy
>>>>>
>>>>>
>>>>> Justin Hayes wrote:
>>>>>> Thanks for the advice Roy, but I think I'd already tried that at
>>>>>> some  point in the past:
>>>>>>
>>>>>> <tr>
>>>>>>   <td colspan="4" class="content <%perl> $m->print('hidden') if
>>>>>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>>>>>> %# if ($Transaction->CustomFieldValues->Count) {
>>>>>> %#      <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>> %# }
>>>>>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)
>>>>>> unless  ($Collapsed==1 ||!$ShowBody);
>>>>>>   </td>
>>>>>> </tr>
>>>>>>
>>>>>> Justin
>>>>>>
>>>>>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>>>>>
>>>>>>
>>>>>>> Justin;
>>>>>>>
>>>>>>> I 've had similar slow loading tickets in the past, and it  
>>>>>>> turned
>>>>>>> out (in my case) the problem was with transactions custom  
>>>>>>> fields,
>>>>>>> do  you use those?? if you don't you can comment  out the
>>>>>>> following  lines from Ticket/Elements/ShowTransaction
>>>>>>>
>>>>>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>>>>>> 66       <& /Elements/ShowCustomFields, Object => $Transaction  
>>>>>>> &>
>>>>>>> 67 % }
>>>>>>>
>>>>>>> The numbers you see there are the line numbers
>>>>>>>
>>>>>>> Roy
>>>>>>>
>>>>>>>
>>>>>>> Justin Hayes wrote:
>>>>>>>
>>>>>>>> Hi,
>>>>>>>>
>>>>>>>> Some of our tickets can get pretty long and the longer they get
>>>>>>>> the  longer the page takes to load. So for a long ticket with
>>>>>>>> say  100  comments/replies and assorted status changes etc it
>>>>>>>> might take  10+  seconds to render.
>>>>>>>>
>>>>>>>> A lot of the time seems to be looping over every transaction,
>>>>>>>> checking  permissions etc etc, I guess maybe to decide whether
>>>>>>>> to  display the  reply/comment options and other things.
>>>>>>>>
>>>>>>>> Have any improvements been made to the history display code in
>>>>>>>> 3.8?  I  would have thought it was more sensible to check
>>>>>>>> permissions  once for  the ticket and then quickly render all  
>>>>>>>> the
>>>>>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>>>>>
>>>>>>>> Any thoughts welcome!
>>>>>>>>
>>>>>>>> Justin
>>>>>>>>
>>>>>>>> -------------------------------------------------
>>>>>>>> Justin Hayes
>>>>>>>> Orbis Support Manager
>>>>>>>> justin.hayes at orbisuk.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
>>>>>>>>
>>>>>>>>
>>>>>>
>>>>>>
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> Orbis Support Manager
>>>>>> justin.hayes at orbisuk.com
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>
>>>>
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> Orbis Support Manager
>>>> justin.hayes at orbisuk.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
>>
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From Uday.Dey at SierraAtlantic.com  Wed Apr 29 02:45:51 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Wed, 29 Apr 2009 12:15:51 +0530
Subject: [rt-users] Query for Service Downtime
In-Reply-To: <49F734BC.9000909@bitstatement.net>
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B8F1@instpex1.in.corp.sa>

Thanks Tom, but can I integrate the same with my existing RT (3.8.2)
environment and how can I do that? Where can I get the official
documentation for the Xymon. 

Regards,
Uday

-----Original Message-----
From: Tom Lahti [mailto:toml at bitstatement.net] 
Sent: Tuesday, April 28, 2009 10:24 PM
To: Uday Dey
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Query for Service Downtime

>       I was just wondering if I can generate a report for system
> downtime (i.e. the service names and its corresponding downtime)
through
> query builder. Plan was to give the customer name as input and
generate
> the graph as well as chart where the instance name, service name and
the
> downtime is shown. Any help in this regard is greatly appreciated.

xymon (formerly hobbit monitor) makes great availability reports.  Not
sure
how this is a RT question... ?


-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================

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From justin.hayes at orbisuk.com  Wed Apr 29 03:01:08 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 29 Apr 2009 08:01:08 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <DB40460D-4337-4760-9B89-F9C5E8F87B9C@orbisuk.com>
References: <20090428171237.GC26100@it.is.rice.edu><F21587E1-B0F8-4F33-9828-31EF2AF888EF@orbisuk.com><20090428175453.GH26100@it.is.rice.edu>
	<DB40460D-4337-4760-9B89-F9C5E8F87B9C@orbisuk.com>
Message-ID: <9B5C814F-15B3-4028-84D8-C8269AD2CEA3@orbisuk.com>

Alternatively I might look into only showing say the first 10  
transactions and last 30 for tickets with over 100 transactions or  
something (numbers are initial guesses).

I could pass a flag into ShowHistory to decide whether or not to do  
this (so I can disable it on the full History screen) and then work  
out how much to show based on how many transactions the ticket has.

Justin

On 29 Apr 2009, at 07:35, Justin Hayes wrote:

> Thanks Ken but I think I'm already doing that in my SkipTransaction
> callback:
>
> <%init>
>   my $ttype;
>   $ttype = $Transaction->Type;
>   $$skip = 1 if (($_SkipSystemMessages) && ((($Transaction->Creator
> eq 1) && ($Transaction->Type ne 'Status') && ($Transaction->Type ne
> 'Comment')) || (($Transaction->Creator eq 177) && (($Transaction->Type
> ne 'Give') && ($Transaction->Type ne 'Correspond'))) || ($Transaction-
>> Type eq 'CustomField') || ($Transaction->Type eq 'Set' &&
> $Transaction->Field eq 'TimeWorked')) );
>   my $type = $Transaction->Type;
> </%init>
>
> I'm basically only showing comment/correspondence and status changes.
> I'm not sure I can skip anything else.
>
> So I think I'm going to need to look into ShowTransaction and
> ShowTransactionAttachments to see if there are savings to be had. I
> only need to save a couple of hundredths of a second per transaction
> to make a big difference on the longer tickets.
>
> I'm also looking at moving to 3.8.2, but until I can get one set up to
> benchmark against I don't know if it's any faster in this regard.
>
> Cheers,
>
> Justin
>
> On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
>
>> Just looking at what we have:
>>
>> while ( my $Transaction = $Transactions->Next ) {
>>   my $skip = 0;
>>   $m->comp( '/Elements/Callback',
>>             _CallbackName => 'SkipTransaction',
>>             Transaction   => $Transaction,
>>             skip          => \$skip,
>>             %ARGS );
>>   next if $skip;
>>   my $transcreator = $Transaction->Creator;
>>   next if ( $transcreator == 1 and $ShowHeaders != 1 );           #
>> RT_System
>>   next if ( $transcreator == 96711 and $ShowHeaders != 1 );       #
>> escalate
>>   $i++;
>> ...
>>
>> I skip all the RT_System transactions unless the "full" option
>> is specified. That seemed to make the biggest difference. Everything
>> else ended up being a micro-optimization at best. As you have  
>> noticed,
>> the key is to reduce the amount of transactions processed completely.
>> Just nuking the RT_System transactions really helped.
>>
>> My two cents,
>> Ken
>>
>> On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
>>> I'm already skipping a load of transactions, but there's a minimum
>>> I can
>>> cut down to.
>>>
>>> In ShowHistory we have this loop, where all the time goes. I've  
>>> added
>>> interval logging round the 3 main sections
>>>
>>> 1) The skip checking
>>> 2) The attachment grepping
>>> 3) The call to ShowTransaction
>>>
>>> while ( my $Transaction = $Transactions->Next ) {
>>>
>>> my $t10 = [gettimeofday];
>>>   my $skip = 0;
>>>   $m->comp( '/Elements/Callback',
>>>             _CallbackName => 'SkipTransaction',
>>>             Transaction   => $Transaction,
>>>             skip          => \$skip,
>>>             %ARGS );
>>>   next if $skip;
>>>   $i++;
>>> my $elapsed10 = tv_interval ( $t10 );
>>> $RT::Logger->debug("Transaction Loop1 - time taken: $elapsed10");
>>>
>>>   my @trans_attachments = grep { $_->TransactionId == $Transaction-
>>>> Id }
>>> @attachments;
>>>
>>>   my $trans_content = {};
>>>   grep { ($_->TransactionId == $Transaction->Id ) &&
>>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>
>>> $elapsed10 = tv_interval ( $t10 );
>>> $RT::Logger->debug("Transaction Loop2 - time taken: $elapsed10");
>>>   #Args is first because we're clobbering the "Attachments"
>>> parameter
>>>   $m->comp( 'ShowTransaction',
>>>           %ARGS,
>>>
>>>             AttachPath           => $AttachPath,
>>>             UpdatePath           => $UpdatePath,
>>>             Ticket               => $Ticket,
>>>             Transaction          => $Transaction,
>>>             ShowHeaders          => $ShowHeaders,
>>>             Collapsed            => $Collapsed,
>>>             RowNum               => $i,
>>>             EntryNum                                           => ((
>>> $Transaction->Type =~ /^(Create|Correspond|Comment)$/ ) ? (++
>>> $EntryNum) : "
>>> "),
>>>             ShowTitleBarCommands => $ShowTitleBarCommands,
>>>             Attachments          => \@trans_attachments,
>>>             AttachmentContent    => $trans_content,
>>>             LastTransaction      => $Transactions->IsLast
>>> );
>>>
>>> # manually flush the content buffer after each txn, so the user sees
>>> # some update
>>> $m->flush_buffer();
>>> $elapsed10 = tv_interval ( $t10 );
>>> $RT::Logger->debug("Transaction Loop3 - time taken: $elapsed10");
>>> }
>>>
>>> We get output like this (time taken to get from the start of the
>>> iteration
>>> to the logging point)
>>>
>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010705
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.048624
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004812
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011379
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024753
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004143
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010706
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024104
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.01071
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.049055
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.00481
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011399
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024773
>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>
>>>
>>> So very little time lost checking for skip, then maybe 0.01s to get
>>> past
>>> the attachment grep, and then another 0.01 - 0.04s to show the
>>> transaction
>>> itself.
>>>
>>> So times that by 300 transactions and you're up to 10 secs easily.
>>>
>>> Those grep commands seem to cost 0.01 (which is 3s over 300
>>> transactions)
>>> and I'm not sure what they do......
>>>
>>> Then you're into the ShowTransaction itself, where the bulk of the
>>> time
>>> goes, so maybe I need to look there next.
>>>
>>> Justin
>>>
>>> On 28 Apr 2009, at 18:12, Kenneth Marshall wrote:
>>>
>>>> Hi, Justin,
>>>>
>>>> We found similar results from a slow ticket load investigation.
>>>> For a "fix", we added a "brief" mode and a "full" mode to the
>>>> display code. The "full" mode show it all, but the "brief" mode
>>>> skipped uninteresting transactions. Maybe an approach like that
>>>> would help.
>>>>
>>>> Cheers,
>>>> Ken
>>>>
>>>> On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
>>>>> I've put some high resolution timestamping into the code and found
>>>>> some interesting things.
>>>>>
>>>>> Am example ticket that took 10 seconds to render spent 8.17
>>>>> seconds in
>>>>> the
>>>>>
>>>>> 	while ( my $Transaction = $Transactions->Next ) {
>>>>>
>>>>> loop inside ShowHistory:
>>>>>
>>>>> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:
>>>>> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
>>>>>
>>>>> So then I put some logging in ShowTransaction
>>>>>
>>>>> Each INIT takes milliseconds (so I think we can discount that):
>>>>>
>>>>> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time taken:
>>>>> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:253)
>>>>>
>>>>> But each Body of ShowTransaction takes between 0.03 and 0.15
>>>>> seconds eg:
>>>>>
>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>>> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>>> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>
>>>>> So multiply that for 100 comments + 100 other transactions (status
>>>>> changes etc) and it's easy to see where the time goes...
>>>>>
>>>>> Justin
>>>>>
>>>>>
>>>>> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
>>>>>
>>>>>> Justin;
>>>>>>
>>>>>> One of the other things I done here is to hide show summary by
>>>>>> default, as I noticed the ShowSummary and in particular
>>>>>> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats  
>>>>>> the
>>>>>> box that shows Other ticket by requestor etc)
>>>>>> was taking a long time to render
>>>>>>
>>>>>> If you can play and test in your system try to comment out
>>>>>> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj,
>>>>>> Attachments
>>>>>> => $attachments &>
>>>>>>
>>>>>> see if ticket loading is quicker,
>>>>>> remember to restart apache after you do the change ..
>>>>>>
>>>>>> I am on 3.6.3 and some of our monitoring tickets are over 300
>>>>>> updates long .. having been through the pain you having, I tried
>>>>>> all
>>>>>> possible options
>>>>>>
>>>>>> Roy
>>>>>>
>>>>>>
>>>>>> Justin Hayes wrote:
>>>>>>> Thanks for the advice Roy, but I think I'd already tried that at
>>>>>>> some  point in the past:
>>>>>>>
>>>>>>> <tr>
>>>>>>>  <td colspan="4" class="content <%perl> $m->print('hidden') if
>>>>>>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>>>>>>> %# if ($Transaction->CustomFieldValues->Count) {
>>>>>>> %#      <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>>> %# }
>>>>>>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)
>>>>>>> unless  ($Collapsed==1 ||!$ShowBody);
>>>>>>>  </td>
>>>>>>> </tr>
>>>>>>>
>>>>>>> Justin
>>>>>>>
>>>>>>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>>>>>>
>>>>>>>
>>>>>>>> Justin;
>>>>>>>>
>>>>>>>> I 've had similar slow loading tickets in the past, and it
>>>>>>>> turned
>>>>>>>> out (in my case) the problem was with transactions custom
>>>>>>>> fields,
>>>>>>>> do  you use those?? if you don't you can comment  out the
>>>>>>>> following  lines from Ticket/Elements/ShowTransaction
>>>>>>>>
>>>>>>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>>>>>>> 66       <& /Elements/ShowCustomFields, Object => $Transaction
>>>>>>>> &>
>>>>>>>> 67 % }
>>>>>>>>
>>>>>>>> The numbers you see there are the line numbers
>>>>>>>>
>>>>>>>> Roy
>>>>>>>>
>>>>>>>>
>>>>>>>> Justin Hayes wrote:
>>>>>>>>
>>>>>>>>> Hi,
>>>>>>>>>
>>>>>>>>> Some of our tickets can get pretty long and the longer they  
>>>>>>>>> get
>>>>>>>>> the  longer the page takes to load. So for a long ticket with
>>>>>>>>> say  100  comments/replies and assorted status changes etc it
>>>>>>>>> might take  10+  seconds to render.
>>>>>>>>>
>>>>>>>>> A lot of the time seems to be looping over every transaction,
>>>>>>>>> checking  permissions etc etc, I guess maybe to decide whether
>>>>>>>>> to  display the  reply/comment options and other things.
>>>>>>>>>
>>>>>>>>> Have any improvements been made to the history display code in
>>>>>>>>> 3.8?  I  would have thought it was more sensible to check
>>>>>>>>> permissions  once for  the ticket and then quickly render all
>>>>>>>>> the
>>>>>>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>>>>>>
>>>>>>>>> Any thoughts welcome!
>>>>>>>>>
>>>>>>>>> Justin
>>>>>>>>>
>>>>>>>>> -------------------------------------------------
>>>>>>>>> Justin Hayes
>>>>>>>>> Orbis Support Manager
>>>>>>>>> justin.hayes at orbisuk.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
>>>>>>>>>
>>>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> -------------------------------------------------
>>>>>>> Justin Hayes
>>>>>>> Orbis Support Manager
>>>>>>> justin.hayes at orbisuk.com
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>
>>>>>
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> Orbis Support Manager
>>>>> justin.hayes at orbisuk.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
>>>
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> Orbis Support Manager
>>> justin.hayes at orbisuk.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
>
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.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


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From JoopvandeWege at mococo.nl  Wed Apr 29 03:14:34 2009
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 29 Apr 2009 09:14:34 +0200
Subject: [rt-users] RTFM WikiText Format Toolbar
In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FC60@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE070133FC60@mail.sys.internal>
Message-ID: <49F7FE5A.9000307@mococo.nl>

Jim Tambling wrote:
>
> Hello all,
>
>  
>
> In my quest to achieve RTFM nirvana I came across this post: 
> http://www.gossamer-threads.com/lists/rt/users/70588#70588
>
>  
>
> Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?
>
I have had it in my test RT instance and it works. People don't have to 
remember that == means H2 etc. The drawback is that the WikiText CF is 
still very limited, by design, what it can do.
In trying to extend its possibilities I removed some of the restrictions 
that are in the code, ScrubHTML component, and tried to implement new 
rules in Text::WikiText(?) but had more problems then I wanted to solve 
and had time for. Out of curiosity I installed the FireFox WriteArea 
extension, implements fckeditor for textareas, and disabled the use of 
Text::WikiText formating. After editing a RTFM article with WriteArea 
you're left with lots of HTML code in your CF but after submitting it 
and viewing it shows up very nice. Tables, pictures, even attachments 
directly referenced from tickets. Biggest problem: possible abuse by 
cross site scripting if your instance is open to the public. Ours is a 
closed instance so I might use this in production.

Greetings,

Joop
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From otdmunka at gmail.com  Wed Apr 29 04:44:07 2009
From: otdmunka at gmail.com (=?ISO-8859-1?Q?D=E1niel_Omaisz=2DTak=E1cs?=)
Date: Wed, 29 Apr 2009 10:44:07 +0200
Subject: [rt-users] RT instance not sending On create autoreply email,
	but sends any 	other scrip's email but not to CC & Watchers..
Message-ID: <3969058e0904290144u1769946bkbaa58845f65c6f19@mail.gmail.com>

Hi all, i have encountered a problem i couldn't solve and couldn't
find any solution on the mailing lists eather:
i have 2 RT instances installed on the server, both are configured
with the same scripts, completely different RT_SiteConfig parameters.
Both are working fine except for one thing:

Instance 1 does this realy weard email sending bug:  i have the default
3 On Create Autoreply To Requestors
scrip which does NOT send an autoreply no mather what i set up to do
so. But only in one of the RTs, in the other it works fine. And all
the other scrips (like the 10 On Resolve Notify Requestors srip work
fine, send emails etc.)

In the log i found another strange (or strage for me) but relevant thing:

[Wed Apr 29 08:06:15 2009] [debug]: Found 2 scrips for
TransactionCreate stage with applicable type(s) Create
(/opt/rt/bin/../lib/RT/Scrips_Overlay.pm:370)
[Wed Apr 29 08:06:15 2009] [debug]: About to commit scrips for
transaction #346 (/opt/rt/bin/../lib/RT/Transaction_Overlay.pm:187)

1, i have only 1 scrip for the create state, so how can it find 2?
2, its about to commit the "3 On Create Autoreply To Requestors" scrip
(i guess thats 1 of the 2) but it doesn't, and i have no idea why.
There is no record of outgoing email in the ticket history eather.

CC's Watchers and other email functions not working too. It sends the
mail to the recipient but bot to the watchers and the CC's...
Maybe the 2 instances interfearing with each other? If so where and how?

Please help me, it would be very important to us that it would work.

Thank you all in advance!
Daniel


From justin.hayes at orbisuk.com  Wed Apr 29 04:53:36 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 29 Apr 2009 09:53:36 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <9B5C814F-15B3-4028-84D8-C8269AD2CEA3@orbisuk.com>
References: <20090428171237.GC26100@it.is.rice.edu><F21587E1-B0F8-4F33-9828-31EF2AF888EF@orbisuk.com><20090428175453.GH26100@it.is.rice.edu><DB40460D-4337-4760-9B89-F9C5E8F87B9C@orbisuk.com>
	<9B5C814F-15B3-4028-84D8-C8269AD2CEA3@orbisuk.com>
Message-ID: <17D89D93-45F9-454F-9B42-E80948BC8EE2@orbisuk.com>

I've implemented stripping out the middle portion of long tickets (set  
to more than 200 transactions atm) and here's how I did it in case you  
would like to do something similar. For a ticket with 100 comments/ 
replies that was taking 10s to load it now takes 3s, and it won't get  
much slower even if the tickets get longer.

This is my diff  from Ticket/Elements/ShowHistory:

/opt/rt3/local/html/Ticket/Elements$ diff ../../../../share/html/ 
Ticket/Elements/ShowHistory ShowHistory
84a85,87
 > my $trans_count = $Transactions->Count;
 > my $speed_msg_shown = 0;
 >
85a89,117
 >
 >     if ($TruncateLongTicket && $trans_count > 200 && (($j > 10) &&  
($j < ($trans_count - 50)))) {
 >         $j++;
 >         if (( $Transaction->Type =~ /^(Create|Correspond|Comment) 
$/ )) {
 >             $EntryNum++;
 >         }
 >         if ($speed_msg_shown == 0) {
 > </%perl>
 > <div class="ticket-transaction links<% $i % 2 ? ' odd' : ' even' %>">
 > <table width="100%" cellspacing="0" cellpadding="2" border="0">
 > <tr><td rowspan="2" valign="top" class="type">&nbsp;</td>
 > <td class="description">
 > <br><br><br><br><br>
 > <br><br><br><br><br>
 > <br><br><br><br><br>
 > Some entries have been removed to speed the loading of this long  
ticket.<br>Please see the <a href="<% $RT::WebPath %>/Ticket/ 
History.html?id=<% $Ticket->Id %>">History</a> for a full Journal of  
this Ticket.
 > <br><br><br><br><br>
 > <br><br><br><br><br>
 > <br><br><br><br><br>
 > </td></tr>
 > </table>
 > </div>
 > <%perl>
 >         }
 >         $speed_msg_shown = 1;
 >         next;
 >     }
 >     $j++;
 >
100d131
<
111a143
 >               EntryNum						 => (( $Transaction->Type =~ /^(Create| 
Correspond|Comment)$/ ) ? (++$EntryNum) : " "),
146a179,181
 > my $j;
 > my $LastTransId;
 > my $EntryNum;
161a197
 > $TruncateLongTicket => 1

You can then use TruncateLongTicket as an argument to ShowHistory from  
Display.html, History.html etc etc to decide when you want to do the  
truncating......

Hope this is useful to someone!

Justin

On 29 Apr 2009, at 08:01, Justin Hayes wrote:

> Alternatively I might look into only showing say the first 10
> transactions and last 30 for tickets with over 100 transactions or
> something (numbers are initial guesses).
>
> I could pass a flag into ShowHistory to decide whether or not to do
> this (so I can disable it on the full History screen) and then work
> out how much to show based on how many transactions the ticket has.
>
> Justin
>
> On 29 Apr 2009, at 07:35, Justin Hayes wrote:
>
>> Thanks Ken but I think I'm already doing that in my SkipTransaction
>> callback:
>>
>> <%init>
>>  my $ttype;
>>  $ttype = $Transaction->Type;
>>  $$skip = 1 if (($_SkipSystemMessages) && ((($Transaction->Creator
>> eq 1) && ($Transaction->Type ne 'Status') && ($Transaction->Type ne
>> 'Comment')) || (($Transaction->Creator eq 177) && (($Transaction- 
>> >Type
>> ne 'Give') && ($Transaction->Type ne 'Correspond'))) ||  
>> ($Transaction-
>>> Type eq 'CustomField') || ($Transaction->Type eq 'Set' &&
>> $Transaction->Field eq 'TimeWorked')) );
>>  my $type = $Transaction->Type;
>> </%init>
>>
>> I'm basically only showing comment/correspondence and status changes.
>> I'm not sure I can skip anything else.
>>
>> So I think I'm going to need to look into ShowTransaction and
>> ShowTransactionAttachments to see if there are savings to be had. I
>> only need to save a couple of hundredths of a second per transaction
>> to make a big difference on the longer tickets.
>>
>> I'm also looking at moving to 3.8.2, but until I can get one set up  
>> to
>> benchmark against I don't know if it's any faster in this regard.
>>
>> Cheers,
>>
>> Justin
>>
>> On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
>>
>>> Just looking at what we have:
>>>
>>> while ( my $Transaction = $Transactions->Next ) {
>>>  my $skip = 0;
>>>  $m->comp( '/Elements/Callback',
>>>            _CallbackName => 'SkipTransaction',
>>>            Transaction   => $Transaction,
>>>            skip          => \$skip,
>>>            %ARGS );
>>>  next if $skip;
>>>  my $transcreator = $Transaction->Creator;
>>>  next if ( $transcreator == 1 and $ShowHeaders != 1 );           #
>>> RT_System
>>>  next if ( $transcreator == 96711 and $ShowHeaders != 1 );       #
>>> escalate
>>>  $i++;
>>> ...
>>>
>>> I skip all the RT_System transactions unless the "full" option
>>> is specified. That seemed to make the biggest difference. Everything
>>> else ended up being a micro-optimization at best. As you have
>>> noticed,
>>> the key is to reduce the amount of transactions processed  
>>> completely.
>>> Just nuking the RT_System transactions really helped.
>>>
>>> My two cents,
>>> Ken
>>>
>>> On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
>>>> I'm already skipping a load of transactions, but there's a minimum
>>>> I can
>>>> cut down to.
>>>>
>>>> In ShowHistory we have this loop, where all the time goes. I've
>>>> added
>>>> interval logging round the 3 main sections
>>>>
>>>> 1) The skip checking
>>>> 2) The attachment grepping
>>>> 3) The call to ShowTransaction
>>>>
>>>> while ( my $Transaction = $Transactions->Next ) {
>>>>
>>>> my $t10 = [gettimeofday];
>>>>  my $skip = 0;
>>>>  $m->comp( '/Elements/Callback',
>>>>            _CallbackName => 'SkipTransaction',
>>>>            Transaction   => $Transaction,
>>>>            skip          => \$skip,
>>>>            %ARGS );
>>>>  next if $skip;
>>>>  $i++;
>>>> my $elapsed10 = tv_interval ( $t10 );
>>>> $RT::Logger->debug("Transaction Loop1 - time taken: $elapsed10");
>>>>
>>>>  my @trans_attachments = grep { $_->TransactionId == $Transaction-
>>>>> Id }
>>>> @attachments;
>>>>
>>>>  my $trans_content = {};
>>>>  grep { ($_->TransactionId == $Transaction->Id ) &&
>>>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>
>>>> $elapsed10 = tv_interval ( $t10 );
>>>> $RT::Logger->debug("Transaction Loop2 - time taken: $elapsed10");
>>>>  #Args is first because we're clobbering the "Attachments"
>>>> parameter
>>>>  $m->comp( 'ShowTransaction',
>>>>          %ARGS,
>>>>
>>>>            AttachPath           => $AttachPath,
>>>>            UpdatePath           => $UpdatePath,
>>>>            Ticket               => $Ticket,
>>>>            Transaction          => $Transaction,
>>>>            ShowHeaders          => $ShowHeaders,
>>>>            Collapsed            => $Collapsed,
>>>>            RowNum               => $i,
>>>>            EntryNum                                           => ((
>>>> $Transaction->Type =~ /^(Create|Correspond|Comment)$/ ) ? (++
>>>> $EntryNum) : "
>>>> "),
>>>>            ShowTitleBarCommands => $ShowTitleBarCommands,
>>>>            Attachments          => \@trans_attachments,
>>>>            AttachmentContent    => $trans_content,
>>>>            LastTransaction      => $Transactions->IsLast
>>>> );
>>>>
>>>> # manually flush the content buffer after each txn, so the user  
>>>> sees
>>>> # some update
>>>> $m->flush_buffer();
>>>> $elapsed10 = tv_interval ( $t10 );
>>>> $RT::Logger->debug("Transaction Loop3 - time taken: $elapsed10");
>>>> }
>>>>
>>>> We get output like this (time taken to get from the start of the
>>>> iteration
>>>> to the logging point)
>>>>
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>> 0.004148
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>> 0.010705
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>> 0.048624
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>> 0.004812
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>> 0.011379
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>> 0.024753
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>> 0.004143
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>> 0.010706
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>> 0.024104
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>> 0.004148
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.01071
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>> 0.049055
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.00481
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>> 0.011399
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>> 0.024773
>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>
>>>>
>>>> So very little time lost checking for skip, then maybe 0.01s to get
>>>> past
>>>> the attachment grep, and then another 0.01 - 0.04s to show the
>>>> transaction
>>>> itself.
>>>>
>>>> So times that by 300 transactions and you're up to 10 secs easily.
>>>>
>>>> Those grep commands seem to cost 0.01 (which is 3s over 300
>>>> transactions)
>>>> and I'm not sure what they do......
>>>>
>>>> Then you're into the ShowTransaction itself, where the bulk of the
>>>> time
>>>> goes, so maybe I need to look there next.
>>>>
>>>> Justin
>>>>
>>>> On 28 Apr 2009, at 18:12, Kenneth Marshall wrote:
>>>>
>>>>> Hi, Justin,
>>>>>
>>>>> We found similar results from a slow ticket load investigation.
>>>>> For a "fix", we added a "brief" mode and a "full" mode to the
>>>>> display code. The "full" mode show it all, but the "brief" mode
>>>>> skipped uninteresting transactions. Maybe an approach like that
>>>>> would help.
>>>>>
>>>>> Cheers,
>>>>> Ken
>>>>>
>>>>> On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
>>>>>> I've put some high resolution timestamping into the code and  
>>>>>> found
>>>>>> some interesting things.
>>>>>>
>>>>>> Am example ticket that took 10 seconds to render spent 8.17
>>>>>> seconds in
>>>>>> the
>>>>>>
>>>>>> 	while ( my $Transaction = $Transactions->Next ) {
>>>>>>
>>>>>> loop inside ShowHistory:
>>>>>>
>>>>>> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:
>>>>>> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
>>>>>>
>>>>>> So then I put some logging in ShowTransaction
>>>>>>
>>>>>> Each INIT takes milliseconds (so I think we can discount that):
>>>>>>
>>>>>> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time  
>>>>>> taken:
>>>>>> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 253)
>>>>>>
>>>>>> But each Body of ShowTransaction takes between 0.03 and 0.15
>>>>>> seconds eg:
>>>>>>
>>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>>>> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 102)
>>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>>>> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 102)
>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 102)
>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 102)
>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 102)
>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 102)
>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>> 102)
>>>>>>
>>>>>> So multiply that for 100 comments + 100 other transactions  
>>>>>> (status
>>>>>> changes etc) and it's easy to see where the time goes...
>>>>>>
>>>>>> Justin
>>>>>>
>>>>>>
>>>>>> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
>>>>>>
>>>>>>> Justin;
>>>>>>>
>>>>>>> One of the other things I done here is to hide show summary by
>>>>>>> default, as I noticed the ShowSummary and in particular
>>>>>>> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats
>>>>>>> the
>>>>>>> box that shows Other ticket by requestor etc)
>>>>>>> was taking a long time to render
>>>>>>>
>>>>>>> If you can play and test in your system try to comment out
>>>>>>> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj,
>>>>>>> Attachments
>>>>>>> => $attachments &>
>>>>>>>
>>>>>>> see if ticket loading is quicker,
>>>>>>> remember to restart apache after you do the change ..
>>>>>>>
>>>>>>> I am on 3.6.3 and some of our monitoring tickets are over 300
>>>>>>> updates long .. having been through the pain you having, I tried
>>>>>>> all
>>>>>>> possible options
>>>>>>>
>>>>>>> Roy
>>>>>>>
>>>>>>>
>>>>>>> Justin Hayes wrote:
>>>>>>>> Thanks for the advice Roy, but I think I'd already tried that  
>>>>>>>> at
>>>>>>>> some  point in the past:
>>>>>>>>
>>>>>>>> <tr>
>>>>>>>> <td colspan="4" class="content <%perl> $m->print('hidden') if
>>>>>>>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>>>>>>>> %# if ($Transaction->CustomFieldValues->Count) {
>>>>>>>> %#      <& /Elements/ShowCustomFields, Object => $Transaction  
>>>>>>>> &>
>>>>>>>> %# }
>>>>>>>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)
>>>>>>>> unless  ($Collapsed==1 ||!$ShowBody);
>>>>>>>> </td>
>>>>>>>> </tr>
>>>>>>>>
>>>>>>>> Justin
>>>>>>>>
>>>>>>>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>>>>>>>
>>>>>>>>
>>>>>>>>> Justin;
>>>>>>>>>
>>>>>>>>> I 've had similar slow loading tickets in the past, and it
>>>>>>>>> turned
>>>>>>>>> out (in my case) the problem was with transactions custom
>>>>>>>>> fields,
>>>>>>>>> do  you use those?? if you don't you can comment  out the
>>>>>>>>> following  lines from Ticket/Elements/ShowTransaction
>>>>>>>>>
>>>>>>>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>>>>>>>> 66       <& /Elements/ShowCustomFields, Object => $Transaction
>>>>>>>>> &>
>>>>>>>>> 67 % }
>>>>>>>>>
>>>>>>>>> The numbers you see there are the line numbers
>>>>>>>>>
>>>>>>>>> Roy
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Justin Hayes wrote:
>>>>>>>>>
>>>>>>>>>> Hi,
>>>>>>>>>>
>>>>>>>>>> Some of our tickets can get pretty long and the longer they
>>>>>>>>>> get
>>>>>>>>>> the  longer the page takes to load. So for a long ticket with
>>>>>>>>>> say  100  comments/replies and assorted status changes etc it
>>>>>>>>>> might take  10+  seconds to render.
>>>>>>>>>>
>>>>>>>>>> A lot of the time seems to be looping over every transaction,
>>>>>>>>>> checking  permissions etc etc, I guess maybe to decide  
>>>>>>>>>> whether
>>>>>>>>>> to  display the  reply/comment options and other things.
>>>>>>>>>>
>>>>>>>>>> Have any improvements been made to the history display code  
>>>>>>>>>> in
>>>>>>>>>> 3.8?  I  would have thought it was more sensible to check
>>>>>>>>>> permissions  once for  the ticket and then quickly render all
>>>>>>>>>> the
>>>>>>>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>>>>>>>
>>>>>>>>>> Any thoughts welcome!
>>>>>>>>>>
>>>>>>>>>> Justin
>>>>>>>>>>
>>>>>>>>>> -------------------------------------------------
>>>>>>>>>> Justin Hayes
>>>>>>>>>> Orbis Support Manager
>>>>>>>>>> justin.hayes at orbisuk.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
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> -------------------------------------------------
>>>>>>>> Justin Hayes
>>>>>>>> Orbis Support Manager
>>>>>>>> justin.hayes at orbisuk.com
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>
>>>>>>
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> Orbis Support Manager
>>>>>> justin.hayes at orbisuk.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
>>>>
>>>>
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> Orbis Support Manager
>>>> justin.hayes at orbisuk.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
>>
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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
>
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.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


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From rt at daork.net  Wed Apr 29 05:00:10 2009
From: rt at daork.net (Nathan Ward)
Date: Wed, 29 Apr 2009 21:00:10 +1200
Subject: [rt-users] Forwarding emails to RT
Message-ID: <585B4622-5EA6-4A06-9509-662AFC6AF80D@daork.net>

Hi all,

I have an RT set up that is being used for customers to raise support  
issues in a small business.

Training customers to email my support address (which is tied to RT)  
is a bit of a nightmare, but I still want to get everything in there.

If a customer emails me directly, I can hit the redirect button in my  
mail client (Mail.app) and send the message to RT, with the "From:"  
header intact, so RT knows which user to attribute it to (ie. not me,  
the customer).
However, life would be easier for myself and others if I was able to  
simply forward the email, instead of redirect - not every mail client  
supports a redirect function.

Does anyone have any code written to interpret mail messages that were  
forwarded, and then push the original message in to RT as though it  
was sent directly from a customer?
There is some fairly complex logic needed, ie.:
- How do we know a message should be interpreted as a forwarded  
message, as opposed to a customer forwarding a message to the support  
address once they have learned to do that directly? Do we need a new  
mail alias, ie. rt-fwd at blah?
- How do we interpret the forwarded message, different mail clients  
include the forwarded message and headers differently

Highrise from 37signals seems to do this pretty well, so it can't be  
impossible..

--
Nathan Ward



From bioinformatics.lists at gmail.com  Wed Apr 29 05:50:29 2009
From: bioinformatics.lists at gmail.com (Dan Swan)
Date: Wed, 29 Apr 2009 10:50:29 +0100
Subject: [rt-users] 403 returned by rt-mailgate / mail-gateway
Message-ID: <d606310d0904290250i18bdf685jc93d64d84866bb57@mail.gmail.com>

Hi everyone.

So my setup is Debian Lenny, Postfix, Apache2, RT3.6.  This machine
was recently upgraded, my RT3.4 installation was removed by the
upgrade.  I installed 3.6 via aptitude, pulled the 3.4 database in,
updated the schema etc. etc.

RT is largely working - I can log in, perform all administrative and
user functions, create tickets, reply to tickets etc - I thought this
was great!

The only fly in my ointment is that mail is not getting through to the system.

In /etc/aliases we direct mail to RT with:

support: "|/usr/bin/rt-mailgate --queue 'BSU' --action correspond
--url http://bsu.ncl.ac.uk/rt"
support-comment: "|/usr/bin/rt-mailgate --queue 'BSU' --action comment
--url http://bsu.ncl.ac.uk/rt"

However all attempts to send mail result in (from Postfix mail.log):

Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010:
to=<support at bsu.ncl.ac.uk>, relay=local, delay=8924,
delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred (temporary failure.
Command output: An Error Occurred =================  403 Forbidden )

In the Apache2 logs we get:

[Wed Apr 29 10:01:40 2009] [error] [client 128.240.125.96] client
denied by server configuration:
/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway

There's a suggestion in the FAQ that adding this to to the Apache2
configs (sites-enabled/000-default in my case) might alleviate the
problem inside the VirtualHost directive.

<Directory "/usr/share/request-tracker3.6/html/">
    Order allow,deny
    Allow from all
</Directory>

(It doesn't)

The only other directive relating to RT in this file is:

Include "/etc/request-tracker3.6/apache2-modperl2.conf"

I realise this is probably an Apache setup issue, but I just cannot
figure out exactly what the issue is and it's starting to tear my hair
out - we use RT a lot for many projects and I've already had a days
downtime on this :(

I pasted the RT config here if it's helpful: http://pastebin.com/m37e157e4

Any pointers would be gratefully received.

Dan

-- 
Bioinformatics Support Unit  || http://bsu.ncl.ac.uk/
Institute for Cell and Molecular Biosciences,
Faculty of Medical Sciences, Framlington Place,
Newcastle University, Newcastle, NE2 4HH
Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed)
Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri)


From berny at technology.net.au  Wed Apr 29 06:06:22 2009
From: berny at technology.net.au (Berny Stapleton)
Date: Wed, 29 Apr 2009 11:06:22 +0100
Subject: [rt-users] Can't see comments on tickets
Message-ID: <9756e1210904290306o2debde7cpaff52b5ca6c208b2@mail.gmail.com>

Hi there,

One of my users is commenting on a ticket, but the comments aren't
being displayed in the history.

Am I / we missing something here? It is saying Message recorded, but
for the life of me, I can't see the information on the ticket.

Any help much appreciated.

Thanks,

Berny


From berny at technology.net.au  Wed Apr 29 06:17:01 2009
From: berny at technology.net.au (Berny Stapleton)
Date: Wed, 29 Apr 2009 11:17:01 +0100
Subject: [rt-users] Can't see comments on tickets
In-Reply-To: <9756e1210904290306o2debde7cpaff52b5ca6c208b2@mail.gmail.com>
References: <9756e1210904290306o2debde7cpaff52b5ca6c208b2@mail.gmail.com>
Message-ID: <9756e1210904290317l350e726ata45b1a29ffae5d7b@mail.gmail.com>

OK scratch that, ShowTicketComments wasn't assigned to that group for
that queue. My bad.

Berny

2009/4/29 Berny Stapleton <berny at technology.net.au>:
> Hi there,
>
> One of my users is commenting on a ticket, but the comments aren't
> being displayed in the history.
>
> Am I / we missing something here? It is saying Message recorded, but
> for the life of me, I can't see the information on the ticket.
>
> Any help much appreciated.
>
> Thanks,
>
> Berny
>


From bioinformatics.lists at gmail.com  Wed Apr 29 07:32:40 2009
From: bioinformatics.lists at gmail.com (Dan Swan)
Date: Wed, 29 Apr 2009 12:32:40 +0100
Subject: [rt-users] 403 returned by rt-mailgate / mail-gateway (SOLVED)
Message-ID: <d606310d0904290432h514994bfi53a9ac74d036d666@mail.gmail.com>

Of course it only took another hour.

For some reason this section of
/etc/request-tracker3.6/apache2-modperl.conf was the problem:

<Location /rt/REST/1.0/NoAuth>
    Order Allow,Deny
   Allow from 127.0.0.1
</Location>

relaxing this restriction a little, and everything magically works.

regards,

Dan

2009/4/29 Dan Swan <bioinformatics.lists at gmail.com>:
> Hi everyone.
>
> So my setup is Debian Lenny, Postfix, Apache2, RT3.6. ?This machine
> was recently upgraded, my RT3.4 installation was removed by the
> upgrade. ?I installed 3.6 via aptitude, pulled the 3.4 database in,
> updated the schema etc. etc.
>
> RT is largely working - I can log in, perform all administrative and
> user functions, create tickets, reply to tickets etc - I thought this
> was great!
>
> The only fly in my ointment is that mail is not getting through to the system.
>
> In /etc/aliases we direct mail to RT with:
>
> support: "|/usr/bin/rt-mailgate --queue 'BSU' --action correspond
> --url http://bsu.ncl.ac.uk/rt"
> support-comment: "|/usr/bin/rt-mailgate --queue 'BSU' --action comment
> --url http://bsu.ncl.ac.uk/rt"
>
> However all attempts to send mail result in (from Postfix mail.log):
>
> Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010:
> to=<support at bsu.ncl.ac.uk>, relay=local, delay=8924,
> delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred (temporary failure.
> Command output: An Error Occurred ================= ?403 Forbidden )
>
> In the Apache2 logs we get:
>
> [Wed Apr 29 10:01:40 2009] [error] [client 128.240.125.96] client
> denied by server configuration:
> /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway
>
> There's a suggestion in the FAQ that adding this to to the Apache2
> configs (sites-enabled/000-default in my case) might alleviate the
> problem inside the VirtualHost directive.
>
> <Directory "/usr/share/request-tracker3.6/html/">
> ? ?Order allow,deny
> ? ?Allow from all
> </Directory>
>
> (It doesn't)
>
> The only other directive relating to RT in this file is:
>
> Include "/etc/request-tracker3.6/apache2-modperl2.conf"
>
> I realise this is probably an Apache setup issue, but I just cannot
> figure out exactly what the issue is and it's starting to tear my hair
> out - we use RT a lot for many projects and I've already had a days
> downtime on this :(
>
> I pasted the RT config here if it's helpful: http://pastebin.com/m37e157e4
>
> Any pointers would be gratefully received.
>
> Dan
>
> --
> Bioinformatics Support Unit ?|| http://bsu.ncl.ac.uk/
> Institute for Cell and Molecular Biosciences,
> Faculty of Medical Sciences, Framlington Place,
> Newcastle University, Newcastle, NE2 4HH
> Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed)
> Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri)
>



-- 
Bioinformatics Support Unit  || http://bsu.ncl.ac.uk/
Institute for Cell and Molecular Biosciences,
Faculty of Medical Sciences, Framlington Place,
Newcastle University, Newcastle, NE2 4HH
Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed)
Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri)


From dominic.hargreaves at oucs.ox.ac.uk  Wed Apr 29 07:53:06 2009
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Wed, 29 Apr 2009 12:53:06 +0100
Subject: [rt-users] 403 returned by rt-mailgate / mail-gateway
In-Reply-To: <d606310d0904290250i18bdf685jc93d64d84866bb57@mail.gmail.com>
References: <d606310d0904290250i18bdf685jc93d64d84866bb57@mail.gmail.com>
Message-ID: <20090429115306.GC32720@gunboat-diplomat.oucs.ox.ac.uk>

On Wed, Apr 29, 2009 at 10:50:29AM +0100, Dan Swan wrote:

> However all attempts to send mail result in (from Postfix mail.log):
> 
> Apr 29 09:48:09 bsu postfix/local[21497]: 1F6C4A0010:
> to=<support at bsu.ncl.ac.uk>, relay=local, delay=8924,
> delays=8923/0.04/0/0.9, dsn=4.3.0, status=deferred (temporary failure.
> Command output: An Error Occurred =================  403 Forbidden )
> 
> In the Apache2 logs we get:
> 
> [Wed Apr 29 10:01:40 2009] [error] [client 128.240.125.96] client
> denied by server configuration:
> /usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway
> 
> There's a suggestion in the FAQ that adding this to to the Apache2
> configs (sites-enabled/000-default in my case) might alleviate the
> problem inside the VirtualHost directive.
> 
> <Directory "/usr/share/request-tracker3.6/html/">
>     Order allow,deny
>     Allow from all
> </Directory>
> 
> (It doesn't)
> 
> The only other directive relating to RT in this file is:
> 
> Include "/etc/request-tracker3.6/apache2-modperl2.conf"

If you look further down that file you'll find:

# Limit mail gateway access to localhost by default
<Location /rt/REST/1.0/NoAuth>
    Order Allow,Deny
    Allow from 127.0.0.1
</Location>

As you've configured http://bsu.ncl.ac.uk/rt as the path to your 
installation on the mailgate command line, your requests won't be
coming from localhost (127.0.0.1). The least invasive fix is probably
adding:

Allow from 128.240.125.96

or 

Allow from bsu.ncl.ac.uk

to that stanza in /etc/request-tracker3.6/apache2-modperl2.conf

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


From ktm at rice.edu  Wed Apr 29 08:44:40 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 29 Apr 2009 07:44:40 -0500
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <17D89D93-45F9-454F-9B42-E80948BC8EE2@orbisuk.com>
References: <9B5C814F-15B3-4028-84D8-C8269AD2CEA3@orbisuk.com>
	<17D89D93-45F9-454F-9B42-E80948BC8EE2@orbisuk.com>
Message-ID: <20090429124440.GO26100@it.is.rice.edu>

Justin,

Thank you for the code for your addition. It will be useful to have
it in the bag-o-tricks when this problem rears its head here.

Cheers,
Ken

On Wed, Apr 29, 2009 at 09:53:36AM +0100, Justin Hayes wrote:
> I've implemented stripping out the middle portion of long tickets (set to 
> more than 200 transactions atm) and here's how I did it in case you would 
> like to do something similar. For a ticket with 100 comments/replies that 
> was taking 10s to load it now takes 3s, and it won't get much slower even 
> if the tickets get longer.
>
> This is my diff  from Ticket/Elements/ShowHistory:
>
> /opt/rt3/local/html/Ticket/Elements$ diff 
> ../../../../share/html/Ticket/Elements/ShowHistory ShowHistory
> 84a85,87
> > my $trans_count = $Transactions->Count;
> > my $speed_msg_shown = 0;
> >
> 85a89,117
> >
> >     if ($TruncateLongTicket && $trans_count > 200 && (($j > 10) && ($j < 
> ($trans_count - 50)))) {
> >         $j++;
> >         if (( $Transaction->Type =~ /^(Create|Correspond|Comment)$/ )) {
> >             $EntryNum++;
> >         }
> >         if ($speed_msg_shown == 0) {
> > </%perl>
> > <div class="ticket-transaction links<% $i % 2 ? ' odd' : ' even' %>">
> > <table width="100%" cellspacing="0" cellpadding="2" border="0">
> > <tr><td rowspan="2" valign="top" class="type">&nbsp;</td>
> > <td class="description">
> > <br><br><br><br><br>
> > <br><br><br><br><br>
> > <br><br><br><br><br>
> > Some entries have been removed to speed the loading of this long 
> ticket.<br>Please see the <a href="<% $RT::WebPath 
> %>/Ticket/History.html?id=<% $Ticket->Id %>">History</a> for a full Journal 
> of this Ticket.
> > <br><br><br><br><br>
> > <br><br><br><br><br>
> > <br><br><br><br><br>
> > </td></tr>
> > </table>
> > </div>
> > <%perl>
> >         }
> >         $speed_msg_shown = 1;
> >         next;
> >     }
> >     $j++;
> >
> 100d131
> <
> 111a143
> >               EntryNum						 => (( $Transaction->Type =~ 
> /^(Create|Correspond|Comment)$/ ) ? (++$EntryNum) : " "),
> 146a179,181
> > my $j;
> > my $LastTransId;
> > my $EntryNum;
> 161a197
> > $TruncateLongTicket => 1
>
> You can then use TruncateLongTicket as an argument to ShowHistory from 
> Display.html, History.html etc etc to decide when you want to do the 
> truncating......
>
> Hope this is useful to someone!
>
> Justin
>
> On 29 Apr 2009, at 08:01, Justin Hayes wrote:
>
>> Alternatively I might look into only showing say the first 10
>> transactions and last 30 for tickets with over 100 transactions or
>> something (numbers are initial guesses).
>>
>> I could pass a flag into ShowHistory to decide whether or not to do
>> this (so I can disable it on the full History screen) and then work
>> out how much to show based on how many transactions the ticket has.
>>
>> Justin
>>
>> On 29 Apr 2009, at 07:35, Justin Hayes wrote:
>>
>>> Thanks Ken but I think I'm already doing that in my SkipTransaction
>>> callback:
>>>
>>> <%init>
>>>  my $ttype;
>>>  $ttype = $Transaction->Type;
>>>  $$skip = 1 if (($_SkipSystemMessages) && ((($Transaction->Creator
>>> eq 1) && ($Transaction->Type ne 'Status') && ($Transaction->Type ne
>>> 'Comment')) || (($Transaction->Creator eq 177) && (($Transaction->Type
>>> ne 'Give') && ($Transaction->Type ne 'Correspond'))) || ($Transaction-
>>>> Type eq 'CustomField') || ($Transaction->Type eq 'Set' &&
>>> $Transaction->Field eq 'TimeWorked')) );
>>>  my $type = $Transaction->Type;
>>> </%init>
>>>
>>> I'm basically only showing comment/correspondence and status changes.
>>> I'm not sure I can skip anything else.
>>>
>>> So I think I'm going to need to look into ShowTransaction and
>>> ShowTransactionAttachments to see if there are savings to be had. I
>>> only need to save a couple of hundredths of a second per transaction
>>> to make a big difference on the longer tickets.
>>>
>>> I'm also looking at moving to 3.8.2, but until I can get one set up to
>>> benchmark against I don't know if it's any faster in this regard.
>>>
>>> Cheers,
>>>
>>> Justin
>>>
>>> On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
>>>
>>>> Just looking at what we have:
>>>>
>>>> while ( my $Transaction = $Transactions->Next ) {
>>>>  my $skip = 0;
>>>>  $m->comp( '/Elements/Callback',
>>>>            _CallbackName => 'SkipTransaction',
>>>>            Transaction   => $Transaction,
>>>>            skip          => \$skip,
>>>>            %ARGS );
>>>>  next if $skip;
>>>>  my $transcreator = $Transaction->Creator;
>>>>  next if ( $transcreator == 1 and $ShowHeaders != 1 );           #
>>>> RT_System
>>>>  next if ( $transcreator == 96711 and $ShowHeaders != 1 );       #
>>>> escalate
>>>>  $i++;
>>>> ...
>>>>
>>>> I skip all the RT_System transactions unless the "full" option
>>>> is specified. That seemed to make the biggest difference. Everything
>>>> else ended up being a micro-optimization at best. As you have
>>>> noticed,
>>>> the key is to reduce the amount of transactions processed completely.
>>>> Just nuking the RT_System transactions really helped.
>>>>
>>>> My two cents,
>>>> Ken
>>>>
>>>> On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
>>>>> I'm already skipping a load of transactions, but there's a minimum
>>>>> I can
>>>>> cut down to.
>>>>>
>>>>> In ShowHistory we have this loop, where all the time goes. I've
>>>>> added
>>>>> interval logging round the 3 main sections
>>>>>
>>>>> 1) The skip checking
>>>>> 2) The attachment grepping
>>>>> 3) The call to ShowTransaction
>>>>>
>>>>> while ( my $Transaction = $Transactions->Next ) {
>>>>>
>>>>> my $t10 = [gettimeofday];
>>>>>  my $skip = 0;
>>>>>  $m->comp( '/Elements/Callback',
>>>>>            _CallbackName => 'SkipTransaction',
>>>>>            Transaction   => $Transaction,
>>>>>            skip          => \$skip,
>>>>>            %ARGS );
>>>>>  next if $skip;
>>>>>  $i++;
>>>>> my $elapsed10 = tv_interval ( $t10 );
>>>>> $RT::Logger->debug("Transaction Loop1 - time taken: $elapsed10");
>>>>>
>>>>>  my @trans_attachments = grep { $_->TransactionId == $Transaction-
>>>>>> Id }
>>>>> @attachments;
>>>>>
>>>>>  my $trans_content = {};
>>>>>  grep { ($_->TransactionId == $Transaction->Id ) &&
>>>>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>>
>>>>> $elapsed10 = tv_interval ( $t10 );
>>>>> $RT::Logger->debug("Transaction Loop2 - time taken: $elapsed10");
>>>>>  #Args is first because we're clobbering the "Attachments"
>>>>> parameter
>>>>>  $m->comp( 'ShowTransaction',
>>>>>          %ARGS,
>>>>>
>>>>>            AttachPath           => $AttachPath,
>>>>>            UpdatePath           => $UpdatePath,
>>>>>            Ticket               => $Ticket,
>>>>>            Transaction          => $Transaction,
>>>>>            ShowHeaders          => $ShowHeaders,
>>>>>            Collapsed            => $Collapsed,
>>>>>            RowNum               => $i,
>>>>>            EntryNum                                           => ((
>>>>> $Transaction->Type =~ /^(Create|Correspond|Comment)$/ ) ? (++
>>>>> $EntryNum) : "
>>>>> "),
>>>>>            ShowTitleBarCommands => $ShowTitleBarCommands,
>>>>>            Attachments          => \@trans_attachments,
>>>>>            AttachmentContent    => $trans_content,
>>>>>            LastTransaction      => $Transactions->IsLast
>>>>> );
>>>>>
>>>>> # manually flush the content buffer after each txn, so the user sees
>>>>> # some update
>>>>> $m->flush_buffer();
>>>>> $elapsed10 = tv_interval ( $t10 );
>>>>> $RT::Logger->debug("Transaction Loop3 - time taken: $elapsed10");
>>>>> }
>>>>>
>>>>> We get output like this (time taken to get from the start of the
>>>>> iteration
>>>>> to the logging point)
>>>>>
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010705
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.048624
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004812
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011379
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024753
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004143
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.010706
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024104
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.004148
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.01071
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.049055
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken: 0.00481
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken: 0.011399
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken: 0.024773
>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>>
>>>>>
>>>>> So very little time lost checking for skip, then maybe 0.01s to get
>>>>> past
>>>>> the attachment grep, and then another 0.01 - 0.04s to show the
>>>>> transaction
>>>>> itself.
>>>>>
>>>>> So times that by 300 transactions and you're up to 10 secs easily.
>>>>>
>>>>> Those grep commands seem to cost 0.01 (which is 3s over 300
>>>>> transactions)
>>>>> and I'm not sure what they do......
>>>>>
>>>>> Then you're into the ShowTransaction itself, where the bulk of the
>>>>> time
>>>>> goes, so maybe I need to look there next.
>>>>>
>>>>> Justin
>>>>>
>>>>> On 28 Apr 2009, at 18:12, Kenneth Marshall wrote:
>>>>>
>>>>>> Hi, Justin,
>>>>>>
>>>>>> We found similar results from a slow ticket load investigation.
>>>>>> For a "fix", we added a "brief" mode and a "full" mode to the
>>>>>> display code. The "full" mode show it all, but the "brief" mode
>>>>>> skipped uninteresting transactions. Maybe an approach like that
>>>>>> would help.
>>>>>>
>>>>>> Cheers,
>>>>>> Ken
>>>>>>
>>>>>> On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
>>>>>>> I've put some high resolution timestamping into the code and found
>>>>>>> some interesting things.
>>>>>>>
>>>>>>> Am example ticket that took 10 seconds to render spent 8.17
>>>>>>> seconds in
>>>>>>> the
>>>>>>>
>>>>>>> 	while ( my $Transaction = $Transactions->Next ) {
>>>>>>>
>>>>>>> loop inside ShowHistory:
>>>>>>>
>>>>>>> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time taken:
>>>>>>> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
>>>>>>>
>>>>>>> So then I put some logging in ShowTransaction
>>>>>>>
>>>>>>> Each INIT takes milliseconds (so I think we can discount that):
>>>>>>>
>>>>>>> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time taken:
>>>>>>> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:253)
>>>>>>>
>>>>>>> But each Body of ShowTransaction takes between 0.03 and 0.15
>>>>>>> seconds eg:
>>>>>>>
>>>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>>>>> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time taken:
>>>>>>> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>>> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>>> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>>> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>>> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time taken:
>>>>>>> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction:102)
>>>>>>>
>>>>>>> So multiply that for 100 comments + 100 other transactions (status
>>>>>>> changes etc) and it's easy to see where the time goes...
>>>>>>>
>>>>>>> Justin
>>>>>>>
>>>>>>>
>>>>>>> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
>>>>>>>
>>>>>>>> Justin;
>>>>>>>>
>>>>>>>> One of the other things I done here is to hide show summary by
>>>>>>>> default, as I noticed the ShowSummary and in particular
>>>>>>>> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats
>>>>>>>> the
>>>>>>>> box that shows Other ticket by requestor etc)
>>>>>>>> was taking a long time to render
>>>>>>>>
>>>>>>>> If you can play and test in your system try to comment out
>>>>>>>> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj,
>>>>>>>> Attachments
>>>>>>>> => $attachments &>
>>>>>>>>
>>>>>>>> see if ticket loading is quicker,
>>>>>>>> remember to restart apache after you do the change ..
>>>>>>>>
>>>>>>>> I am on 3.6.3 and some of our monitoring tickets are over 300
>>>>>>>> updates long .. having been through the pain you having, I tried
>>>>>>>> all
>>>>>>>> possible options
>>>>>>>>
>>>>>>>> Roy
>>>>>>>>
>>>>>>>>
>>>>>>>> Justin Hayes wrote:
>>>>>>>>> Thanks for the advice Roy, but I think I'd already tried that at
>>>>>>>>> some  point in the past:
>>>>>>>>>
>>>>>>>>> <tr>
>>>>>>>>> <td colspan="4" class="content <%perl> $m->print('hidden') if
>>>>>>>>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>>>>>>>>> %# if ($Transaction->CustomFieldValues->Count) {
>>>>>>>>> %#      <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>>>>> %# }
>>>>>>>>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)
>>>>>>>>> unless  ($Collapsed==1 ||!$ShowBody);
>>>>>>>>> </td>
>>>>>>>>> </tr>
>>>>>>>>>
>>>>>>>>> Justin
>>>>>>>>>
>>>>>>>>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>> Justin;
>>>>>>>>>>
>>>>>>>>>> I 've had similar slow loading tickets in the past, and it
>>>>>>>>>> turned
>>>>>>>>>> out (in my case) the problem was with transactions custom
>>>>>>>>>> fields,
>>>>>>>>>> do  you use those?? if you don't you can comment  out the
>>>>>>>>>> following  lines from Ticket/Elements/ShowTransaction
>>>>>>>>>>
>>>>>>>>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>>>>>>>>> 66       <& /Elements/ShowCustomFields, Object => $Transaction
>>>>>>>>>> &>
>>>>>>>>>> 67 % }
>>>>>>>>>>
>>>>>>>>>> The numbers you see there are the line numbers
>>>>>>>>>>
>>>>>>>>>> Roy
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> Justin Hayes wrote:
>>>>>>>>>>
>>>>>>>>>>> Hi,
>>>>>>>>>>>
>>>>>>>>>>> Some of our tickets can get pretty long and the longer they
>>>>>>>>>>> get
>>>>>>>>>>> the  longer the page takes to load. So for a long ticket with
>>>>>>>>>>> say  100  comments/replies and assorted status changes etc it
>>>>>>>>>>> might take  10+  seconds to render.
>>>>>>>>>>>
>>>>>>>>>>> A lot of the time seems to be looping over every transaction,
>>>>>>>>>>> checking  permissions etc etc, I guess maybe to decide whether
>>>>>>>>>>> to  display the  reply/comment options and other things.
>>>>>>>>>>>
>>>>>>>>>>> Have any improvements been made to the history display code in
>>>>>>>>>>> 3.8?  I  would have thought it was more sensible to check
>>>>>>>>>>> permissions  once for  the ticket and then quickly render all
>>>>>>>>>>> the
>>>>>>>>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>>>>>>>>
>>>>>>>>>>> Any thoughts welcome!
>>>>>>>>>>>
>>>>>>>>>>> Justin
>>>>>>>>>>>
>>>>>>>>>>> -------------------------------------------------
>>>>>>>>>>> Justin Hayes
>>>>>>>>>>> Orbis Support Manager
>>>>>>>>>>> justin.hayes at orbisuk.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
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> -------------------------------------------------
>>>>>>>>> Justin Hayes
>>>>>>>>> Orbis Support Manager
>>>>>>>>> justin.hayes at orbisuk.com
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> -------------------------------------------------
>>>>>>> Justin Hayes
>>>>>>> Orbis Support Manager
>>>>>>> justin.hayes at orbisuk.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
>>>>>
>>>>>
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> Orbis Support Manager
>>>>> justin.hayes at orbisuk.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
>>>
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> Orbis Support Manager
>>> justin.hayes at orbisuk.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
>>
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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
>
>
> -------------------------------------------------
> Justin Hayes
> Orbis Support Manager
> justin.hayes at orbisuk.com
>
>
>
>
>


From Jim.Tambling at datatote.co.uk  Wed Apr 29 09:55:10 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Wed, 29 Apr 2009 14:55:10 +0100
Subject: [rt-users] RTFM WikiText Format Toolbar
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC63@mail.sys.internal>

Hi Daniel,

 

Thanks for the reply. I don't have
/opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this
instead;

/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied
EditCustomFieldWikitest there instead but I cant get it to work.

Also can you clarify this for me? In the post it says;

 

Add in both "textarea" tags:

<textarea ... id="<%$NamePrefix
<http://wiki.bestpractical.com/view/NamePrefix> %><%$CustomField
<http://wiki.bestpractical.com/view/CustomField>
->Id%>-Values"...</textarea>

Is this in addition to what is already there? Or in place of?

 

Many thanks, Jim

 

-----Original Message-----
From: Daniel Farst [mailto:daniel.farst at case.edu] 
Sent: 29 April 2009 14:37
To: Jim Tambling
Subject: Re: [rt-users] RTFM WikiText Format Toolbar

 

I was able to.

 

Some of the file names have changed, essentially everything else was the
same as in the other post:

 

 

*           Use
/opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  instead of
/opt/rt3/local/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  

*           Edit
/opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of
/opt/rt3/local/html/RTFM/Article/Edit.html 

 

 

-- 

Daniel Farst

IT Support Coordinator

College of Arts and Sciences

Case Western Reserve University

 

daniel.farst at case.edu <mailto:daniel.farst at case.edu> 

----------------------------------

Tuesday, April 28, 2009, 10:27:54 AM, you wrote:

----------------------------------

 

Hello all,

 

In my quest to achieve RTFM nirvana I came across this post:
http://www.gossamer-threads.com/lists/rt/users/70588#70588
<http://www.gossamer-threads.com/lists/rt/users/70588#70588> 

 

Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?

 

Regards, Jim

 

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From cassandra at bestpractical.com  Wed Apr 29 10:07:54 2009
From: cassandra at bestpractical.com (Cassandra Phillips-Sears)
Date: Wed, 29 Apr 2009 10:07:54 -0400
Subject: [rt-users] Adding more criteria in the query builder
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B88C@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B88C@instpex1.in.corp.sa>
Message-ID: <D25AA094-4BD2-428A-8223-7DF825DB5998@bestpractical.com>

On Apr 29, 2009, at 1:31 AM 4/29/09, Uday Dey wrote:
> Any Idea on this people?
>> Hi,
>>
>>       I was wondering if more criteria can be added in the Query  
>> builder for customizing the search. If yes, then how can we do it?  
>> Because I am not having any UI option for adding more criteria?s.
>> Regards,
>> Uday

Hi, Uday. This is just a guess, but what you are probably looking for  
is to add custom fields and then search on those custom fields in the  
query builder.

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

If you already have custom fields set up and are wondering why they  
are not showing up in the query builder I think that the first  
question under "Web User Interface" in the RT FAQ wiki should have  
your answer:

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

--
Cassandra Phillips-Sears

Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com
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From gravyface at gmail.com  Wed Apr 29 10:53:55 2009
From: gravyface at gmail.com (GravyFace)
Date: Wed, 29 Apr 2009 10:53:55 -0400
Subject: [rt-users]  replying to "resolved" notification re-opens ticket
Message-ID: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>

When a ticket is resolved, RT sends out a system notification,
"According to our records, your request has been resolved.".  Being
polite, our customers usually reply to our resolution emails with a
"thank you" -- I could tell them not to, I guess, but am wondering
what others in the RT community do.

Not a deal-breaker, but I could see this getting annoying for us.


From javoskam at uwaterloo.ca  Wed Apr 29 11:01:54 2009
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 29 Apr 2009 11:01:54 -0400
Subject: [rt-users] replying to "resolved" notification re-opens ticket
In-Reply-To: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
References: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
Message-ID: <49F86BE2.9010306@uwaterloo.ca>

GravyFace wrote:
> When a ticket is resolved, RT sends out a system notification,
> "According to our records, your request has been resolved.".  Being
> polite, our customers usually reply to our resolution emails with a
> "thank you" -- I could tell them not to, I guess, but am wondering
> what others in the RT community do.
>
> Not a deal-breaker, but I could see this getting annoying for us.
>   
The easiest thing to do is tweak the template do add "Please don't reply 
to this message."

Jeff


From Uday.Dey at SierraAtlantic.com  Wed Apr 29 11:15:32 2009
From: Uday.Dey at SierraAtlantic.com (Uday Dey)
Date: Wed, 29 Apr 2009 20:45:32 +0530
Subject: [rt-users] Customization of setting priorities
Message-ID: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3BBBF@instpex1.in.corp.sa>

Hi,

 

I was wondering if I can create a set priority tab when any user takes
up the ticket. Can we develop any kind of drop down from where the user
can select the priority coz right now all the tickets generated by
customers are by default set to priority 1. Any idea on this will be
greatly appreciated.

 

 

Regards,

Uday


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From daniel.farst at case.edu  Wed Apr 29 11:23:54 2009
From: daniel.farst at case.edu (Daniel Farst)
Date: Wed, 29 Apr 2009 11:23:54 -0400
Subject: [rt-users] RTFM WikiText Format Toolbar
In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FC63@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE070133FC63@mail.sys.internal>
Message-ID: <478426294.20090429112354@case.edu>

Jim,

I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements directory or if I had to add it manually, but that is where my EditCustomFieldWikitext is living. I also have the /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder, but I didn't change anything inside of it.

Regarding the textarea tags, the section id="...-Values" needs to be added to the 2 existing textarea tags. For me they were on lines 66 and 69 of the EditCustomFieldWikitext file. I inserted the id section after Rows and before Name.

- Dan
-- 
Daniel Farst
IT Support Coordinator
College of Arts and Sciences
Case Western Reserve University

daniel.farst at case.edu
----------------------------------
Wednesday, April 29, 2009, 9:55:10 AM, you wrote:
----------------------------------

Hi Daniel,
 
Thanks for the reply. I don?t have /opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this instead;
/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied EditCustomFieldWikitest there instead but I cant get it to work.
Also can you clarify this for me? In the post it says;
 
Add in both "textarea" tags:
<textarea ... id="<%$NamePrefix%><%$CustomField->Id%>-Values"...</textarea>
Is this in addition to what is already there? Or in place of?
 
Many thanks, Jim
 
-----Original Message-----
From: Daniel Farst [mailto:daniel.farst at case.edu] 
Sent: 29 April 2009 14:37
To: Jim Tambling
Subject: Re: [rt-users] RTFM WikiText Format Toolbar
 
I was able to.
 
Some of the file names have changed, essentially everything else was the same as in the other post:
 
 
?           Use /opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext instead of /opt/rt3/local/html/Elements/EditCustomFieldWikitext 
?           Edit /opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of /opt/rt3/local/html/RTFM/Article/Edit.html 
 
 
-- 
Daniel Farst
IT Support Coordinator
College of Arts and Sciences
Case Western Reserve University
 
daniel.farst at case.edu
----------------------------------
Tuesday, April 28, 2009, 10:27:54 AM, you wrote:
----------------------------------
 
Hello all,
 
In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588
 
Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?
 
Regards, Jim

 
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From rfh at vialtus.com  Wed Apr 29 11:42:15 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 29 Apr 2009 16:42:15 +0100
Subject: [rt-users] Customization of setting priorities
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3BBBF@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3BBBF@instpex1.in.corp.sa>
Message-ID: <49F87557.4090901@vialtus.com>

Uday;

I might be mis-understanding your question, but if you are happy with 
the numeric priority set in RT , your users can easily change the 
Priority value from the Basics tab, -its a text field not drop down , 
but I can't see the difference between typing 3 or selecting 3 from a 
dropdown ..
Also in case you did 't know you can set the default priority per queue 
in the Queue basics page

However, it might be you are after a worded Priority (High , medium 
etc), this can be achieved and documented in 
http://wiki.bestpractical.com/view/SeverityCodes

Roy

 


Uday Dey wrote:
>
> Hi,
>
>  
>
> I was wondering if I can create a set priority tab when any user takes 
> up the ticket. Can we develop any kind of drop down from where the 
> user can select the priority coz right now all the tickets generated 
> by customers are by default set to priority 1. Any idea on this will 
> be greatly appreciated.
>
>  
>
>  
>
> Regards,
>
> Uday
>
>
> __________________________________________________________________________________________________________________
> DISCLAIMER:"The information contained in this message and the 
> attachments (if any) may be privileged and confidential and protected 
> from disclosure. You are hereby notified that any unauthorized use, 
> dissemination, distribution or copying of this communication, review, 
> retransmission, or taking of any action based upon this information, 
> by persons or entities other than the intended recipient, is strictly 
> prohibited. If you are not the intended recipient or an employee or 
> agent responsible for delivering this message, and have received this 
> communication in error, please notify us immediately by replying to 
> the message and kindly delete the original message, attachments, if 
> any, and all its copies from your computer system. Thank you for your 
> cooperation."
> ________________________________________________________________________________________________________________


From gleduc at mail.sdsu.edu  Wed Apr 29 11:42:17 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 29 Apr 2009 08:42:17 -0700
Subject: [rt-users] replying to "resolved" notification re-opens ticket
In-Reply-To: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com
 >
References: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
Message-ID: <6.2.1.2.2.20090429083658.02b004b8@mail.sdsu.edu>

Hi Gravy,

We just disable global script #1 (On Correspond Open Tickets).  You could 
also replace the condition with a user-defined one that includes a check 
for (status ne 'resolved' && status ne 'rejected').

Regards,
Gene

At 07:53 AM 4/29/2009, GravyFace wrote:
>When a ticket is resolved, RT sends out a system notification,
>"According to our records, your request has been resolved.".  Being
>polite, our customers usually reply to our resolution emails with a
>"thank you" -- I could tell them not to, I guess, but am wondering
>what others in the RT community do.
>
>Not a deal-breaker, but I could see this getting annoying for us.


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



From timothy-flynn at uiowa.edu  Wed Apr 29 11:44:14 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Wed, 29 Apr 2009 10:44:14 -0500
Subject: [rt-users] Max # displayed queues for quick search?
Message-ID: <9E05C2058E89444585E4A672C4F68EFE027D60A1@HC-MAIL13.healthcare.uiowa.edu>

Is there a maximum number of displayed queues in the quick search for RT
3.8.2?  I just added another queue that is both enabled and set to be
seen and also I am a super user so I should see it anyway.  It doesn't
appear in the list.  I am probably close to or over 100 enabled queues
at this point.

-Tim


From justin.hayes at orbisuk.com  Wed Apr 29 11:46:28 2009
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Wed, 29 Apr 2009 16:46:28 +0100
Subject: [rt-users] Slow loading of long tickets in 3.6.3
In-Reply-To: <20090429124440.GO26100@it.is.rice.edu>
References: <9B5C814F-15B3-4028-84D8-C8269AD2CEA3@orbisuk.com><17D89D93-45F9-454F-9B42-E80948BC8EE2@orbisuk.com>
	<20090429124440.GO26100@it.is.rice.edu>
Message-ID: <89EF74DC-9478-4BBA-9DDF-5B013F09272A@orbisuk.com>

Hope it comes in useful. It's a bit rough and ready but could easily  
be improved on.

Justin

On 29 Apr 2009, at 13:44, Kenneth Marshall wrote:

> Justin,
>
> Thank you for the code for your addition. It will be useful to have
> it in the bag-o-tricks when this problem rears its head here.
>
> Cheers,
> Ken
>
> On Wed, Apr 29, 2009 at 09:53:36AM +0100, Justin Hayes wrote:
>> I've implemented stripping out the middle portion of long tickets  
>> (set to
>> more than 200 transactions atm) and here's how I did it in case you  
>> would
>> like to do something similar. For a ticket with 100 comments/ 
>> replies that
>> was taking 10s to load it now takes 3s, and it won't get much  
>> slower even
>> if the tickets get longer.
>>
>> This is my diff  from Ticket/Elements/ShowHistory:
>>
>> /opt/rt3/local/html/Ticket/Elements$ diff
>> ../../../../share/html/Ticket/Elements/ShowHistory ShowHistory
>> 84a85,87
>>> my $trans_count = $Transactions->Count;
>>> my $speed_msg_shown = 0;
>>>
>> 85a89,117
>>>
>>>    if ($TruncateLongTicket && $trans_count > 200 && (($j > 10) &&  
>>> ($j <
>> ($trans_count - 50)))) {
>>>        $j++;
>>>        if (( $Transaction->Type =~ /^(Create|Correspond|Comment) 
>>> $/ )) {
>>>            $EntryNum++;
>>>        }
>>>        if ($speed_msg_shown == 0) {
>>> </%perl>
>>> <div class="ticket-transaction links<% $i % 2 ? ' odd' : ' even'  
>>> %>">
>>> <table width="100%" cellspacing="0" cellpadding="2" border="0">
>>> <tr><td rowspan="2" valign="top" class="type">&nbsp;</td>
>>> <td class="description">
>>> <br><br><br><br><br>
>>> <br><br><br><br><br>
>>> <br><br><br><br><br>
>>> Some entries have been removed to speed the loading of this long
>> ticket.<br>Please see the <a href="<% $RT::WebPath
>> %>/Ticket/History.html?id=<% $Ticket->Id %>">History</a> for a full  
>> Journal
>> of this Ticket.
>>> <br><br><br><br><br>
>>> <br><br><br><br><br>
>>> <br><br><br><br><br>
>>> </td></tr>
>>> </table>
>>> </div>
>>> <%perl>
>>>        }
>>>        $speed_msg_shown = 1;
>>>        next;
>>>    }
>>>    $j++;
>>>
>> 100d131
>> <
>> 111a143
>>>              EntryNum						 => (( $Transaction->Type =~
>> /^(Create|Correspond|Comment)$/ ) ? (++$EntryNum) : " "),
>> 146a179,181
>>> my $j;
>>> my $LastTransId;
>>> my $EntryNum;
>> 161a197
>>> $TruncateLongTicket => 1
>>
>> You can then use TruncateLongTicket as an argument to ShowHistory  
>> from
>> Display.html, History.html etc etc to decide when you want to do the
>> truncating......
>>
>> Hope this is useful to someone!
>>
>> Justin
>>
>> On 29 Apr 2009, at 08:01, Justin Hayes wrote:
>>
>>> Alternatively I might look into only showing say the first 10
>>> transactions and last 30 for tickets with over 100 transactions or
>>> something (numbers are initial guesses).
>>>
>>> I could pass a flag into ShowHistory to decide whether or not to do
>>> this (so I can disable it on the full History screen) and then work
>>> out how much to show based on how many transactions the ticket has.
>>>
>>> Justin
>>>
>>> On 29 Apr 2009, at 07:35, Justin Hayes wrote:
>>>
>>>> Thanks Ken but I think I'm already doing that in my SkipTransaction
>>>> callback:
>>>>
>>>> <%init>
>>>> my $ttype;
>>>> $ttype = $Transaction->Type;
>>>> $$skip = 1 if (($_SkipSystemMessages) && ((($Transaction->Creator
>>>> eq 1) && ($Transaction->Type ne 'Status') && ($Transaction->Type ne
>>>> 'Comment')) || (($Transaction->Creator eq 177) && (($Transaction- 
>>>> >Type
>>>> ne 'Give') && ($Transaction->Type ne 'Correspond'))) ||  
>>>> ($Transaction-
>>>>> Type eq 'CustomField') || ($Transaction->Type eq 'Set' &&
>>>> $Transaction->Field eq 'TimeWorked')) );
>>>> my $type = $Transaction->Type;
>>>> </%init>
>>>>
>>>> I'm basically only showing comment/correspondence and status  
>>>> changes.
>>>> I'm not sure I can skip anything else.
>>>>
>>>> So I think I'm going to need to look into ShowTransaction and
>>>> ShowTransactionAttachments to see if there are savings to be had. I
>>>> only need to save a couple of hundredths of a second per  
>>>> transaction
>>>> to make a big difference on the longer tickets.
>>>>
>>>> I'm also looking at moving to 3.8.2, but until I can get one set  
>>>> up to
>>>> benchmark against I don't know if it's any faster in this regard.
>>>>
>>>> Cheers,
>>>>
>>>> Justin
>>>>
>>>> On 28 Apr 2009, at 18:54, Kenneth Marshall wrote:
>>>>
>>>>> Just looking at what we have:
>>>>>
>>>>> while ( my $Transaction = $Transactions->Next ) {
>>>>> my $skip = 0;
>>>>> $m->comp( '/Elements/Callback',
>>>>>           _CallbackName => 'SkipTransaction',
>>>>>           Transaction   => $Transaction,
>>>>>           skip          => \$skip,
>>>>>           %ARGS );
>>>>> next if $skip;
>>>>> my $transcreator = $Transaction->Creator;
>>>>> next if ( $transcreator == 1 and $ShowHeaders != 1 );           #
>>>>> RT_System
>>>>> next if ( $transcreator == 96711 and $ShowHeaders != 1 );       #
>>>>> escalate
>>>>> $i++;
>>>>> ...
>>>>>
>>>>> I skip all the RT_System transactions unless the "full" option
>>>>> is specified. That seemed to make the biggest difference.  
>>>>> Everything
>>>>> else ended up being a micro-optimization at best. As you have
>>>>> noticed,
>>>>> the key is to reduce the amount of transactions processed  
>>>>> completely.
>>>>> Just nuking the RT_System transactions really helped.
>>>>>
>>>>> My two cents,
>>>>> Ken
>>>>>
>>>>> On Tue, Apr 28, 2009 at 06:29:13PM +0100, Justin Hayes wrote:
>>>>>> I'm already skipping a load of transactions, but there's a  
>>>>>> minimum
>>>>>> I can
>>>>>> cut down to.
>>>>>>
>>>>>> In ShowHistory we have this loop, where all the time goes. I've
>>>>>> added
>>>>>> interval logging round the 3 main sections
>>>>>>
>>>>>> 1) The skip checking
>>>>>> 2) The attachment grepping
>>>>>> 3) The call to ShowTransaction
>>>>>>
>>>>>> while ( my $Transaction = $Transactions->Next ) {
>>>>>>
>>>>>> my $t10 = [gettimeofday];
>>>>>> my $skip = 0;
>>>>>> $m->comp( '/Elements/Callback',
>>>>>>           _CallbackName => 'SkipTransaction',
>>>>>>           Transaction   => $Transaction,
>>>>>>           skip          => \$skip,
>>>>>>           %ARGS );
>>>>>> next if $skip;
>>>>>> $i++;
>>>>>> my $elapsed10 = tv_interval ( $t10 );
>>>>>> $RT::Logger->debug("Transaction Loop1 - time taken: $elapsed10");
>>>>>>
>>>>>> my @trans_attachments = grep { $_->TransactionId == $Transaction-
>>>>>>> Id }
>>>>>> @attachments;
>>>>>>
>>>>>> my $trans_content = {};
>>>>>> grep { ($_->TransactionId == $Transaction->Id ) &&
>>>>>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>>>
>>>>>> $elapsed10 = tv_interval ( $t10 );
>>>>>> $RT::Logger->debug("Transaction Loop2 - time taken: $elapsed10");
>>>>>> #Args is first because we're clobbering the "Attachments"
>>>>>> parameter
>>>>>> $m->comp( 'ShowTransaction',
>>>>>>         %ARGS,
>>>>>>
>>>>>>           AttachPath           => $AttachPath,
>>>>>>           UpdatePath           => $UpdatePath,
>>>>>>           Ticket               => $Ticket,
>>>>>>           Transaction          => $Transaction,
>>>>>>           ShowHeaders          => $ShowHeaders,
>>>>>>           Collapsed            => $Collapsed,
>>>>>>           RowNum               => $i,
>>>>>>           EntryNum                                           =>  
>>>>>> ((
>>>>>> $Transaction->Type =~ /^(Create|Correspond|Comment)$/ ) ? (++
>>>>>> $EntryNum) : "
>>>>>> "),
>>>>>>           ShowTitleBarCommands => $ShowTitleBarCommands,
>>>>>>           Attachments          => \@trans_attachments,
>>>>>>           AttachmentContent    => $trans_content,
>>>>>>           LastTransaction      => $Transactions->IsLast
>>>>>> );
>>>>>>
>>>>>> # manually flush the content buffer after each txn, so the user  
>>>>>> sees
>>>>>> # some update
>>>>>> $m->flush_buffer();
>>>>>> $elapsed10 = tv_interval ( $t10 );
>>>>>> $RT::Logger->debug("Transaction Loop3 - time taken: $elapsed10");
>>>>>> }
>>>>>>
>>>>>> We get output like this (time taken to get from the start of the
>>>>>> iteration
>>>>>> to the logging point)
>>>>>>
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>>>> 0.004148
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>>>> 0.010705
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>>>> 0.048624
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>>>> 0.004812
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>>>> 0.011379
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>>>> 0.024753
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>>>> 0.004143
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>>>> 0.010706
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>>>> 0.024104
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>>>> 0.004148
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>>>> 0.01071
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>>>> 0.049055
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop1 - time taken:  
>>>>>> 0.00481
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:102)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop2 - time taken:  
>>>>>> 0.011399
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:110)
>>>>>> Apr 28 18:17:14 calypso RT: Transaction Loop3 - time taken:  
>>>>>> 0.024773
>>>>>> (/opt/rt3/local/html/Ticket/Elements/ShowHistory:133)
>>>>>>
>>>>>>
>>>>>> So very little time lost checking for skip, then maybe 0.01s to  
>>>>>> get
>>>>>> past
>>>>>> the attachment grep, and then another 0.01 - 0.04s to show the
>>>>>> transaction
>>>>>> itself.
>>>>>>
>>>>>> So times that by 300 transactions and you're up to 10 secs  
>>>>>> easily.
>>>>>>
>>>>>> Those grep commands seem to cost 0.01 (which is 3s over 300
>>>>>> transactions)
>>>>>> and I'm not sure what they do......
>>>>>>
>>>>>> Then you're into the ShowTransaction itself, where the bulk of  
>>>>>> the
>>>>>> time
>>>>>> goes, so maybe I need to look there next.
>>>>>>
>>>>>> Justin
>>>>>>
>>>>>> On 28 Apr 2009, at 18:12, Kenneth Marshall wrote:
>>>>>>
>>>>>>> Hi, Justin,
>>>>>>>
>>>>>>> We found similar results from a slow ticket load investigation.
>>>>>>> For a "fix", we added a "brief" mode and a "full" mode to the
>>>>>>> display code. The "full" mode show it all, but the "brief" mode
>>>>>>> skipped uninteresting transactions. Maybe an approach like that
>>>>>>> would help.
>>>>>>>
>>>>>>> Cheers,
>>>>>>> Ken
>>>>>>>
>>>>>>> On Tue, Apr 28, 2009 at 04:19:21PM +0100, Justin Hayes wrote:
>>>>>>>> I've put some high resolution timestamping into the code and  
>>>>>>>> found
>>>>>>>> some interesting things.
>>>>>>>>
>>>>>>>> Am example ticket that took 10 seconds to render spent 8.17
>>>>>>>> seconds in
>>>>>>>> the
>>>>>>>>
>>>>>>>> 	while ( my $Transaction = $Transactions->Next ) {
>>>>>>>>
>>>>>>>> loop inside ShowHistory:
>>>>>>>>
>>>>>>>> 	Apr 28 16:10:05 calypso RT: After Transaction Loop - time  
>>>>>>>> taken:
>>>>>>>> 8.172556 (/opt/rt3/local/html/Ticket/Elements/ShowHistory:151)
>>>>>>>>
>>>>>>>> So then I put some logging in ShowTransaction
>>>>>>>>
>>>>>>>> Each INIT takes milliseconds (so I think we can discount that):
>>>>>>>>
>>>>>>>> 	Apr 28 16:10:05 calypso RT: <- ShowTransaction INIT - time  
>>>>>>>> taken:
>>>>>>>> 0.006261 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 253)
>>>>>>>>
>>>>>>>> But each Body of ShowTransaction takes between 0.03 and 0.15
>>>>>>>> seconds eg:
>>>>>>>>
>>>>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time  
>>>>>>>> taken:
>>>>>>>> 0.130829 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 102)
>>>>>>>> 	Apr 28 16:09:59 calypso RT: After show transaction - time  
>>>>>>>> taken:
>>>>>>>> 0.038523 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 102)
>>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time  
>>>>>>>> taken:
>>>>>>>> 0.033974 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 102)
>>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time  
>>>>>>>> taken:
>>>>>>>> 0.027394 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 102)
>>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time  
>>>>>>>> taken:
>>>>>>>> 0.030395 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 102)
>>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time  
>>>>>>>> taken:
>>>>>>>> 0.005656 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 102)
>>>>>>>> 	Apr 28 16:10:00 calypso RT: After show transaction - time  
>>>>>>>> taken:
>>>>>>>> 0.030067 (/opt/rt3/local/html/Ticket/Elements/ShowTransaction: 
>>>>>>>> 102)
>>>>>>>>
>>>>>>>> So multiply that for 100 comments + 100 other transactions  
>>>>>>>> (status
>>>>>>>> changes etc) and it's easy to see where the time goes...
>>>>>>>>
>>>>>>>> Justin
>>>>>>>>
>>>>>>>>
>>>>>>>> On 28 Apr 2009, at 16:06, Raed El-Hames wrote:
>>>>>>>>
>>>>>>>>> Justin;
>>>>>>>>>
>>>>>>>>> One of the other things I done here is to hide show summary by
>>>>>>>>> default, as I noticed the ShowSummary and in particular
>>>>>>>>> <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> (Thats
>>>>>>>>> the
>>>>>>>>> box that shows Other ticket by requestor etc)
>>>>>>>>> was taking a long time to render
>>>>>>>>>
>>>>>>>>> If you can play and test in your system try to comment out
>>>>>>>>> <& /Ticket/Elements/ShowSummary,  Ticket => $TicketObj,
>>>>>>>>> Attachments
>>>>>>>>> => $attachments &>
>>>>>>>>>
>>>>>>>>> see if ticket loading is quicker,
>>>>>>>>> remember to restart apache after you do the change ..
>>>>>>>>>
>>>>>>>>> I am on 3.6.3 and some of our monitoring tickets are over 300
>>>>>>>>> updates long .. having been through the pain you having, I  
>>>>>>>>> tried
>>>>>>>>> all
>>>>>>>>> possible options
>>>>>>>>>
>>>>>>>>> Roy
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> Justin Hayes wrote:
>>>>>>>>>> Thanks for the advice Roy, but I think I'd already tried  
>>>>>>>>>> that at
>>>>>>>>>> some  point in the past:
>>>>>>>>>>
>>>>>>>>>> <tr>
>>>>>>>>>> <td colspan="4" class="content <%perl> $m->print('hidden') if
>>>>>>>>>> $Collapsed==2;</%perl>" id="txn-body-<%$Transaction->id%>">
>>>>>>>>>> %# if ($Transaction->CustomFieldValues->Count) {
>>>>>>>>>> %#      <& /Elements/ShowCustomFields, Object =>  
>>>>>>>>>> $Transaction &>
>>>>>>>>>> %# }
>>>>>>>>>> % $m->comp('ShowTransactionAttachments', %ARGS, Parent => 0)
>>>>>>>>>> unless  ($Collapsed==1 ||!$ShowBody);
>>>>>>>>>> </td>
>>>>>>>>>> </tr>
>>>>>>>>>>
>>>>>>>>>> Justin
>>>>>>>>>>
>>>>>>>>>> On 28 Apr 2009, at 11:00, Raed El-Hames wrote:
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>> Justin;
>>>>>>>>>>>
>>>>>>>>>>> I 've had similar slow loading tickets in the past, and it
>>>>>>>>>>> turned
>>>>>>>>>>> out (in my case) the problem was with transactions custom
>>>>>>>>>>> fields,
>>>>>>>>>>> do  you use those?? if you don't you can comment  out the
>>>>>>>>>>> following  lines from Ticket/Elements/ShowTransaction
>>>>>>>>>>>
>>>>>>>>>>> 65 % if ($Transaction->CustomFieldValues->Count) {
>>>>>>>>>>> 66       <& /Elements/ShowCustomFields, Object =>  
>>>>>>>>>>> $Transaction
>>>>>>>>>>> &>
>>>>>>>>>>> 67 % }
>>>>>>>>>>>
>>>>>>>>>>> The numbers you see there are the line numbers
>>>>>>>>>>>
>>>>>>>>>>> Roy
>>>>>>>>>>>
>>>>>>>>>>>
>>>>>>>>>>> Justin Hayes wrote:
>>>>>>>>>>>
>>>>>>>>>>>> Hi,
>>>>>>>>>>>>
>>>>>>>>>>>> Some of our tickets can get pretty long and the longer they
>>>>>>>>>>>> get
>>>>>>>>>>>> the  longer the page takes to load. So for a long ticket  
>>>>>>>>>>>> with
>>>>>>>>>>>> say  100  comments/replies and assorted status changes  
>>>>>>>>>>>> etc it
>>>>>>>>>>>> might take  10+  seconds to render.
>>>>>>>>>>>>
>>>>>>>>>>>> A lot of the time seems to be looping over every  
>>>>>>>>>>>> transaction,
>>>>>>>>>>>> checking  permissions etc etc, I guess maybe to decide  
>>>>>>>>>>>> whether
>>>>>>>>>>>> to  display the  reply/comment options and other things.
>>>>>>>>>>>>
>>>>>>>>>>>> Have any improvements been made to the history display  
>>>>>>>>>>>> code in
>>>>>>>>>>>> 3.8?  I  would have thought it was more sensible to check
>>>>>>>>>>>> permissions  once for  the ticket and then quickly render  
>>>>>>>>>>>> all
>>>>>>>>>>>> the
>>>>>>>>>>>> attachments,  but I'm sure  that's a simplistic view of it.
>>>>>>>>>>>>
>>>>>>>>>>>> Any thoughts welcome!
>>>>>>>>>>>>
>>>>>>>>>>>> Justin
>>>>>>>>>>>>
>>>>>>>>>>>> -------------------------------------------------
>>>>>>>>>>>> Justin Hayes
>>>>>>>>>>>> Orbis Support Manager
>>>>>>>>>>>> justin.hayes at orbisuk.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
>>>>>>>>>>>>
>>>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>> -------------------------------------------------
>>>>>>>>>> Justin Hayes
>>>>>>>>>> Orbis Support Manager
>>>>>>>>>> justin.hayes at orbisuk.com
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> -------------------------------------------------
>>>>>>>> Justin Hayes
>>>>>>>> Orbis Support Manager
>>>>>>>> justin.hayes at orbisuk.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
>>>>>>
>>>>>>
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> Orbis Support Manager
>>>>>> justin.hayes at orbisuk.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
>>>>
>>>>
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> Orbis Support Manager
>>>> justin.hayes at orbisuk.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
>>>
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> Orbis Support Manager
>>> justin.hayes at orbisuk.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
>>
>>
>> -------------------------------------------------
>> Justin Hayes
>> Orbis Support Manager
>> justin.hayes at orbisuk.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


-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From Jim.Tambling at datatote.co.uk  Wed Apr 29 11:51:17 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Wed, 29 Apr 2009 16:51:17 +0100
Subject: [rt-users] RTFM WikiText Format Toolbar
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC64@mail.sys.internal>

Hi Dan,

 

Many thanks, creating the folder and moving the file did the trick :-)

 

Thanks again

 

Jim

 

-----Original Message-----
From: Daniel Farst [mailto:daniel.farst at case.edu] 
Sent: 29 April 2009 16:24
To: Jim Tambling
Cc: rt-users at bestpractical.com
Subject: Re: [rt-users] RTFM WikiText Format Toolbar

 

Jim,

 

I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements
directory or if I had to add it manually, but that is where my
EditCustomFieldWikitext is living. I also have the
/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder, but I didn't
change anything inside of it.

 

Regarding the textarea tags, the section id="...-Values" needs to be
added to the 2 existing textarea tags. For me they were on lines 66 and
69 of the EditCustomFieldWikitext file. I inserted the id section after
Rows and before Name.

 

- Dan

-- 

Daniel Farst

IT Support Coordinator

College of Arts and Sciences

Case Western Reserve University

 

daniel.farst at case.edu <mailto:daniel.farst at case.edu> 

----------------------------------

Wednesday, April 29, 2009, 9:55:10 AM, you wrote:

----------------------------------

 

Hi Daniel,

 

Thanks for the reply. I don't have
/opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this
instead;

/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied
EditCustomFieldWikitest there instead but I cant get it to work.

Also can you clarify this for me? In the post it says;

 

Add in both "textarea" tags:

<textarea ... id="<%$NamePrefix
<http://wiki.bestpractical.com/view/NamePrefix> %><%$CustomField
<http://wiki.bestpractical.com/view/CustomField>
->Id%>-Values"...</textarea>

Is this in addition to what is already there? Or in place of?

 

Many thanks, Jim

 

-----Original Message-----

From: Daniel Farst [mailto:daniel.farst at case.edu] 

Sent: 29 April 2009 14:37

To: Jim Tambling

Subject: Re: [rt-users] RTFM WikiText Format Toolbar

 

I was able to.

 

Some of the file names have changed, essentially everything else was the
same as in the other post:

 

 

*           Use
/opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  instead of
/opt/rt3/local/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  

*           Edit
/opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of
/opt/rt3/local/html/RTFM/Article/Edit.html 

 

 

-- 

Daniel Farst

IT Support Coordinator

College of Arts and Sciences

Case Western Reserve University

 

daniel.farst at case.edu <mailto:daniel.farst at case.edu> 

----------------------------------

Tuesday, April 28, 2009, 10:27:54 AM, you wrote:

----------------------------------

 

Hello all,

 

In my quest to achieve RTFM nirvana I came across this post:
http://www.gossamer-threads.com/lists/rt/users/70588#70588
<http://www.gossamer-threads.com/lists/rt/users/70588#70588> 

 

Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?

 

Regards, Jim

 

 

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From rfh at vialtus.com  Wed Apr 29 11:55:58 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Wed, 29 Apr 2009 16:55:58 +0100
Subject: [rt-users] Max # displayed queues for quick search?
In-Reply-To: <9E05C2058E89444585E4A672C4F68EFE027D60A1@HC-MAIL13.healthcare.uiowa.edu>
References: <9E05C2058E89444585E4A672C4F68EFE027D60A1@HC-MAIL13.healthcare.uiowa.edu>
Message-ID: <49F8788E.3030601@vialtus.com>

Tim;

You need to logout then back in, the queue list is cached to speed 
things up a bit

Roy

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Flynn, Timothy J wrote:
> Is there a maximum number of displayed queues in the quick search for RT
> 3.8.2?  I just added another queue that is both enabled and set to be
> seen and also I am a super user so I should see it anyway.  It doesn't
> appear in the list.  I am probably close to or over 100 enabled queues
> at this point.
>
> -Tim
> _______________________________________________
> 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 bioinformatics.lists at gmail.com  Wed Apr 29 11:59:39 2009
From: bioinformatics.lists at gmail.com (Dan Swan)
Date: Wed, 29 Apr 2009 16:59:39 +0100
Subject: [rt-users] 403 returned by rt-mailgate / mail-gateway
In-Reply-To: <20090429115306.GC32720@gunboat-diplomat.oucs.ox.ac.uk>
References: <d606310d0904290250i18bdf685jc93d64d84866bb57@mail.gmail.com>
	<20090429115306.GC32720@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <d606310d0904290859u676fe3dfi499edf0692dd8be0@mail.gmail.com>

Dominic,

>>
>> Include "/etc/request-tracker3.6/apache2-modperl2.conf"
>
> If you look further down that file you'll find:
>
> # Limit mail gateway access to localhost by default
> <Location /rt/REST/1.0/NoAuth>
> ? ?Order Allow,Deny
> ? ?Allow from 127.0.0.1
> </Location>
>
> As you've configured http://bsu.ncl.ac.uk/rt as the path to your
> installation on the mailgate command line, your requests won't be
> coming from localhost (127.0.0.1). The least invasive fix is probably
> adding:
>
> Allow from 128.240.125.96
>
> or
>
> Allow from bsu.ncl.ac.uk
>
> to that stanza in /etc/request-tracker3.6/apache2-modperl2.conf

That was exactly the route I ended up taking, and indeed worked.

thanks,

Dan

-- 
Bioinformatics Support Unit  || http://bsu.ncl.ac.uk/
Institute for Cell and Molecular Biosciences,
Faculty of Medical Sciences, Framlington Place,
Newcastle University, Newcastle, NE2 4HH
Tel: +44 (0)191 222 7253 (Leech offices: Rooms M.2046/M.2046A - Mon/Wed)
Tel: +44 (0)191 246 4833 (Devonshire offices: Rooms G.25/G.26 - Thu/Fri)


From jarends at illinois.edu  Wed Apr 29 12:43:20 2009
From: jarends at illinois.edu (John Arends)
Date: Wed, 29 Apr 2009 11:43:20 -0500
Subject: [rt-users] MySQL 4.0 to 4.1 upgrade script
Message-ID: <49F883A8.7000200@illinois.edu>

How specific is the output of the MySQL 4.0 to 4.1 upgrade script to a 
specific database? I have a copy of the sql.queries file that it outputs 
that I'd like to apply against a few different instances of RT.

The issue is that the script which generates the SQL queries that you 
use as part of the upgrade requires a perl module that is newer than 
RHEL 5.3 (our production environment) provides. I had to create a 
sacrificial VM in order to get the right environment going to run the 
script. I now have the sql.queries file that I can run on a production 
system to do the upgrade.

My question is, do I need to generate a new one of these for each 
database, or will the one I have do?

-John


From kfcrocker at lbl.gov  Wed Apr 29 12:52:59 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 29 Apr 2009 09:52:59 -0700
Subject: [rt-users] RT instance not sending On create autoreply email,
 but sends any 	other scrip's email but not to CC & Watchers..
In-Reply-To: <3969058e0904290144u1769946bkbaa58845f65c6f19@mail.gmail.com>
References: <3969058e0904290144u1769946bkbaa58845f65c6f19@mail.gmail.com>
Message-ID: <49F885EB.2030000@lbl.gov>

Daniel,

    Before anyone can really help it would be useful to have you list 
each Global scrip (conditions, action, stage) and each Queue based 
scrip. By seeing these, it will be easier to debug your situation.


Kenn
LBNL

On 4/29/2009 1:44 AM, D?niel Omaisz-Tak?cs wrote:
> Hi all, i have encountered a problem i couldn't solve and couldn't
> find any solution on the mailing lists eather:
> i have 2 RT instances installed on the server, both are configured
> with the same scripts, completely different RT_SiteConfig parameters.
> Both are working fine except for one thing:
>
> Instance 1 does this realy weard email sending bug:  i have the default
> 3 On Create Autoreply To Requestors
> scrip which does NOT send an autoreply no mather what i set up to do
> so. But only in one of the RTs, in the other it works fine. And all
> the other scrips (like the 10 On Resolve Notify Requestors srip work
> fine, send emails etc.)
>
> In the log i found another strange (or strage for me) but relevant thing:
>
> [Wed Apr 29 08:06:15 2009] [debug]: Found 2 scrips for
> TransactionCreate stage with applicable type(s) Create
> (/opt/rt/bin/../lib/RT/Scrips_Overlay.pm:370)
> [Wed Apr 29 08:06:15 2009] [debug]: About to commit scrips for
> transaction #346 (/opt/rt/bin/../lib/RT/Transaction_Overlay.pm:187)
>
> 1, i have only 1 scrip for the create state, so how can it find 2?
> 2, its about to commit the "3 On Create Autoreply To Requestors" scrip
> (i guess thats 1 of the 2) but it doesn't, and i have no idea why.
> There is no record of outgoing email in the ticket history eather.
>
> CC's Watchers and other email functions not working too. It sends the
> mail to the recipient but bot to the watchers and the CC's...
> Maybe the 2 instances interfearing with each other? If so where and how?
>
> Please help me, it would be very important to us that it would work.
>
> Thank you all in advance!
> Daniel
> _______________________________________________
> 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 Apr 29 13:00:39 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Wed, 29 Apr 2009 10:00:39 -0700
Subject: [rt-users] Customization of setting priorities
In-Reply-To: <49F87557.4090901@vialtus.com>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3BBBF@instpex1.in.corp.sa>
	<49F87557.4090901@vialtus.com>
Message-ID: <49F887B7.2080403@lbl.gov>

Raed,

    Would it be possible to have the priority available for being set on 
the ticket create page? Without having to click the "details" option?

Kenn
LBNL

On 4/29/2009 8:42 AM, Raed El-Hames wrote:
> Uday;
>
> I might be mis-understanding your question, but if you are happy with 
> the numeric priority set in RT , your users can easily change the 
> Priority value from the Basics tab, -its a text field not drop down , 
> but I can't see the difference between typing 3 or selecting 3 from a 
> dropdown ..
> Also in case you did 't know you can set the default priority per queue 
> in the Queue basics page
>
> However, it might be you are after a worded Priority (High , medium 
> etc), this can be achieved and documented in 
> http://wiki.bestpractical.com/view/SeverityCodes
>
> Roy
>
>  
>
>
> Uday Dey wrote:
>   
>> Hi,
>>
>>  
>>
>> I was wondering if I can create a set priority tab when any user takes 
>> up the ticket. Can we develop any kind of drop down from where the 
>> user can select the priority coz right now all the tickets generated 
>> by customers are by default set to priority 1. Any idea on this will 
>> be greatly appreciated.
>>
>>  
>>
>>  
>>
>> Regards,
>>
>> Uday
>>
>>
>> __________________________________________________________________________________________________________________
>> DISCLAIMER:"The information contained in this message and the 
>> attachments (if any) may be privileged and confidential and protected 
>> from disclosure. You are hereby notified that any unauthorized use, 
>> dissemination, distribution or copying of this communication, review, 
>> retransmission, or taking of any action based upon this information, 
>> by persons or entities other than the intended recipient, is strictly 
>> prohibited. If you are not the intended recipient or an employee or 
>> agent responsible for delivering this message, and have received this 
>> communication in error, please notify us immediately by replying to 
>> the message and kindly delete the original message, attachments, if 
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>> cooperation."
>> ________________________________________________________________________________________________________________
>>     
> _______________________________________________
> 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 timothy-flynn at uiowa.edu  Wed Apr 29 13:13:02 2009
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Wed, 29 Apr 2009 12:13:02 -0500
Subject: [rt-users] Max # displayed queues for quick search?
In-Reply-To: <49F8788E.3030601@vialtus.com>
References: <9E05C2058E89444585E4A672C4F68EFE027D60A1@HC-MAIL13.healthcare.uiowa.edu>
	<49F8788E.3030601@vialtus.com>
Message-ID: <9E05C2058E89444585E4A672C4F68EFE027D61F8@HC-MAIL13.healthcare.uiowa.edu>

That was it.  Thank you!
-Tim
 

-----Original Message-----
From: Raed El-Hames [mailto:rfh at vialtus.com] 
Sent: Wednesday, April 29, 2009 10:56 AM
To: Flynn, Timothy J
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Max # displayed queues for quick search?

Tim;

You need to logout then back in, the queue list is cached to speed
things up a bit

Roy

This email is subject to:

http://www.vialtus.com/disclaimer.html

 

 



Flynn, Timothy J wrote:
> Is there a maximum number of displayed queues in the quick search for 
> RT 3.8.2?  I just added another queue that is both enabled and set to 
> be seen and also I am a super user so I should see it anyway.  It 
> doesn't appear in the list.  I am probably close to or over 100 
> enabled queues at this point.
>
> -Tim
> _______________________________________________
> 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 otdmunka at gmail.com  Wed Apr 29 13:40:51 2009
From: otdmunka at gmail.com (=?ISO-8859-1?Q?D=E1niel_Omaisz=2DTak=E1cs?=)
Date: Wed, 29 Apr 2009 19:40:51 +0200
Subject: [rt-users] RT instance not sending On create autoreply email,
	but sends any other scrip's email but not to CC & Watchers.. SOLVED
Message-ID: <3969058e0904291040v7900f4deo3969a820b8f92e11@mail.gmail.com>

Kenn,
Thank you for your advice, I had almost half of a day today trying to
solve the problem but finally we found it (by accident):
The guy who was translating the templates made a mistake:
Instead of using "# {$Ticket->id()} " he somehow managed to write { #
{$Ticket->id()} .
The problem is there were no error messages, no nothing stating that
the template can't be processed .. it just simply stopped functioning.
Couldn't find anything in the logs.. they are on debug :)
Wierd.

Hope this info helps someone, someday: double check your templates
guys/girls =) don't waste ~1,5 days on it like i did.. =S

Regards,
Daniel


Ken Crocker <kfcrocker at lbl.gov> ?rta (2009. ?prilis 29. 18:52):
> Daniel,
>
> ? Before anyone can really help it would be useful to have you list each
> Global scrip (conditions, action, stage) and each Queue based scrip. By
> seeing these, it will be easier to debug your situation.
>
>
> Kenn
> LBNL
>
> On 4/29/2009 1:44 AM, D?niel Omaisz-Tak?cs wrote:
>>
>> Hi all, i have encountered a problem i couldn't solve and couldn't
>> find any solution on the mailing lists eather:
>> i have 2 RT instances installed on the server, both are configured
>> with the same scripts, completely different RT_SiteConfig parameters.
>> Both are working fine except for one thing:
>>
>> Instance 1 does this realy weard email sending bug: ?i have the default
>> 3 On Create Autoreply To Requestors
>> scrip which does NOT send an autoreply no mather what i set up to do
>> so. But only in one of the RTs, in the other it works fine. And all
>> the other scrips (like the 10 On Resolve Notify Requestors srip work
>> fine, send emails etc.)
>>
>> In the log i found another strange (or strage for me) but relevant thing:
>>
>> [Wed Apr 29 08:06:15 2009] [debug]: Found 2 scrips for
>> TransactionCreate stage with applicable type(s) Create
>> (/opt/rt/bin/../lib/RT/Scrips_Overlay.pm:370)
>> [Wed Apr 29 08:06:15 2009] [debug]: About to commit scrips for
>> transaction #346 (/opt/rt/bin/../lib/RT/Transaction_Overlay.pm:187)
>>
>> 1, i have only 1 scrip for the create state, so how can it find 2?
>> 2, its about to commit the "3 On Create Autoreply To Requestors" scrip
>> (i guess thats 1 of the 2) but it doesn't, and i have no idea why.
>> There is no record of outgoing email in the ticket history eather.
>>
>> CC's Watchers and other email functions not working too. It sends the
>> mail to the recipient but bot to the watchers and the CC's...
>> Maybe the 2 instances interfearing with each other? If so where and how?
>>
>> Please help me, it would be very important to us that it would work.
>>
>> Thank you all in advance!
>> Daniel
>> _______________________________________________
>> 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 gravyface at gmail.com  Wed Apr 29 13:44:05 2009
From: gravyface at gmail.com (GravyFace)
Date: Wed, 29 Apr 2009 13:44:05 -0400
Subject: [rt-users] replying to "resolved" notification re-opens ticket
In-Reply-To: <6.2.1.2.2.20090429083658.02b004b8@mail.sdsu.edu>
References: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
	<6.2.1.2.2.20090429083658.02b004b8@mail.sdsu.edu>
Message-ID: <19fa96670904291044k68cc228fi3265c806bbf0f3f1@mail.gmail.com>

On Wed, Apr 29, 2009 at 11:42 AM, Gene  LeDuc <gleduc at mail.sdsu.edu> wrote:

> We just disable global script #1 (On Correspond Open Tickets). ?You could
> also replace the condition with a user-defined one that includes a check for
> (status ne 'resolved' && status ne 'rejected').

Thanks all -- for now, I've edited the response message to be a bit
more clear as to why/how to respond.  We'll see how that goes.


From toml at bitstatement.net  Wed Apr 29 14:18:03 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Wed, 29 Apr 2009 11:18:03 -0700
Subject: [rt-users] Query for Service Downtime
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B8F1@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B8F1@instpex1.in.corp.sa>
Message-ID: <49F899DB.3080904@bitstatement.net>

>>> I was just wondering if I can generate a report for system downtime
>>> (i.e. the service names and its corresponding downtime) through
>>> query builder. Plan was to give the customer name as input and generate
>>> the graph as well as chart where the instance name, service name and the
>>> downtime is shown. Any help in this regard is greatly appreciated. 

>> xymon (formerly hobbit monitor) makes great availability reports.  Not 
>> sure how this is a RT question... ?

> Thanks Tom, but can I integrate the same with my existing RT (3.8.2)
> environment and how can I do that? Where can I get the official
> documentation for the Xymon.
>
> Regards,
> Uday

RT doesn't monitor anything, so it doesn't really have the necessary data to
create availability reports.  Xymon's web site is
http://hobbitmon.sourceforge.net/  (it still says hobbit monitor all over
it, but they've changed the name due to legal issues).

As far as integration, it would be quite simple to have xymon fire an alert
to the email address for a queue, thereby automatically creating a ticket
during an alarm event, something I plan on doing here.  But the availability
report would still only be available through xymon, not through RT.  That is
not RT's purpose.

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From gravyface at gmail.com  Wed Apr 29 14:28:02 2009
From: gravyface at gmail.com (GravyFace)
Date: Wed, 29 Apr 2009 14:28:02 -0400
Subject: [rt-users]  logo style set to display: none?
Message-ID: <19fa96670904291128i63ea6f6bncf2aa0d902076e60@mail.gmail.com>

Gone through the wiki instructions on how to add your logo, but not
sure why div#logo a is set to display: none.

I checked SVN branch and it's still in layout.css (share/html/NoAuth/css/web2/).

Is this by design or am I missing something?


From jesse at bestpractical.com  Wed Apr 29 14:42:30 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Apr 2009 14:42:30 -0400
Subject: [rt-users] logo style set to display: none?
In-Reply-To: <19fa96670904291128i63ea6f6bncf2aa0d902076e60@mail.gmail.com>
References: <19fa96670904291128i63ea6f6bncf2aa0d902076e60@mail.gmail.com>
Message-ID: <20090429184230.GK31175@bestpractical.com>




On Wed, Apr 29, 2009 at 02:28:02PM -0400, GravyFace wrote:
> Gone through the wiki instructions on how to add your logo, but not
> sure why div#logo a is set to display: none.
> 
> I checked SVN branch and it's still in layout.css (share/html/NoAuth/css/web2/).
> 
> Is this by design or am I missing something?

For the 3.8 default theme, the logo doesn't really fit where it's
defined in the template. We're using CSS to add one elsewhere.


From gravyface at gmail.com  Wed Apr 29 14:50:09 2009
From: gravyface at gmail.com (GravyFace)
Date: Wed, 29 Apr 2009 14:50:09 -0400
Subject: [rt-users] logo style set to display: none?
In-Reply-To: <20090429184230.GK31175@bestpractical.com>
References: <19fa96670904291128i63ea6f6bncf2aa0d902076e60@mail.gmail.com>
	<20090429184230.GK31175@bestpractical.com>
Message-ID: <19fa96670904291150v332630c9hbd74db5fa117f04e@mail.gmail.com>

On Wed, Apr 29, 2009 at 2:42 PM, Jesse Vincent <jesse at bestpractical.com> wrote:

>
> For the 3.8 default theme, the logo doesn't really fit where it's
> defined in the template. We're using CSS to add one elsewhere.

Yeah, removed display: none, logo's now midway down the page.  I'll
fiddle around I guess.


From Michael.Mai at oicr.on.ca  Wed Apr 29 14:53:25 2009
From: Michael.Mai at oicr.on.ca (Michael Mai)
Date: Wed, 29 Apr 2009 14:53:25 -0400
Subject: [rt-users]  How to format a ticket with custom fields?
In-Reply-To: <20090429184230.GK31175@bestpractical.com>
References: <19fa96670904291128i63ea6f6bncf2aa0d902076e60@mail.gmail.com>
	<20090429184230.GK31175@bestpractical.com>
Message-ID: <B3929FA27B4D424188C5EC348F7FC92A91796BC7EC@EXCHANGE01.ad.oicr.on.ca>

Hi, 

I have a number of custom fields for tickets but don't know where to change the page format? My installation is 3.8.2.

Thanks in advance!!

MM


From ktm at rice.edu  Wed Apr 29 15:05:27 2009
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 29 Apr 2009 14:05:27 -0500
Subject: [rt-users] Query for Service Downtime
In-Reply-To: <49F899DB.3080904@bitstatement.net>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B8F1@instpex1.in.corp.sa>
	<49F899DB.3080904@bitstatement.net>
Message-ID: <20090429190527.GU26100@it.is.rice.edu>

On Wed, Apr 29, 2009 at 11:18:03AM -0700, Tom Lahti wrote:
> >>> I was just wondering if I can generate a report for system downtime
> >>> (i.e. the service names and its corresponding downtime) through
> >>> query builder. Plan was to give the customer name as input and generate
> >>> the graph as well as chart where the instance name, service name and the
> >>> downtime is shown. Any help in this regard is greatly appreciated. 
> 
> >> xymon (formerly hobbit monitor) makes great availability reports.  Not 
> >> sure how this is a RT question... ?
> 
> > Thanks Tom, but can I integrate the same with my existing RT (3.8.2)
> > environment and how can I do that? Where can I get the official
> > documentation for the Xymon.
> >
> > Regards,
> > Uday
> 
> RT doesn't monitor anything, so it doesn't really have the necessary data to
> create availability reports.  Xymon's web site is
> http://hobbitmon.sourceforge.net/  (it still says hobbit monitor all over
> it, but they've changed the name due to legal issues).
> 
> As far as integration, it would be quite simple to have xymon fire an alert
> to the email address for a queue, thereby automatically creating a ticket
> during an alarm event, something I plan on doing here.  But the availability
> report would still only be available through xymon, not through RT.  That is
> not RT's purpose.
> 
If you had tickets created by the monitoring system, resolve when
the service was restored, you could generate a report with availability
information.

Cheers,
Ken


From jesse at bestpractical.com  Wed Apr 29 15:41:02 2009
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Apr 2009 15:41:02 -0400
Subject: [rt-users] memory leaks
In-Reply-To: <539eb5520904271324k6956632ag8f25bb8568310283@mail.gmail.com>
References: <539eb5520904271324k6956632ag8f25bb8568310283@mail.gmail.com>
Message-ID: <20090429194102.GV31175@bestpractical.com>




On Mon, Apr 27, 2009 at 04:24:56PM -0400, Mathieu Longtin wrote:
> Hi,
> 
> we have RT 3.8.1 installed with mod_perl 2.0.4 on a Red Hat ES5 system, and
> using Oracle as a database.
> 
> I have noticed a lot of memory leaks on the part of the apache processes. It
> seems they grow by 2 to 5K for every page request against RT, and about 10K
> for every email loaded by rt-mailgate.
> 
> I had to reduce the number of request served by apache before restarting a
> process, just to keep the memory usage under control.
> 
> Is there anything I can do to fix this?

I'd recommend instrumenting webmux.pl with Devel::Gladiator to figure
out what objects are leaking. That's the right first step to properly
fixing things.

Best,
Jesse


From ruslan.zakirov at gmail.com  Wed Apr 29 16:37:09 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 00:37:09 +0400
Subject: [rt-users] Query Builder
In-Reply-To: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD5E2C@instpex1.in.corp.sa>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04CD5E2C@instpex1.in.corp.sa>
Message-ID: <589c94400904291337g605968bei15f1aaa2edc7d555@mail.gmail.com>

I don't think anybody would help you with that unless you clarify your
question. Query Builder is for searching tickets in a RT instance. You
can build arbitrary tree of conditions aggregated by AND or OR boolean
operators. You choose conditions, clarify them in input fields and add
them to the query using 'Add...' button. On the right you see the
current tree of conditions. You can move them around, toggle boolean
operators, delete some.

Conditions you can build can touch any table in the DB.

On Mon, Apr 27, 2009 at 5:46 PM, Uday Dey <Uday.Dey at sierraatlantic.com> wrote:
> Hi,
>
>
>
> ??? I am kind of novice in RT. Can someone please tell me how the query
> builder works? ?When I give the arguments and click on search how does it
> build the query and what all tables does it refer to???? Any kind of insight
> on this is greatly appreciated.
>
>
>
> Regards,
>
> Uday
>
>
>
> __________________________________________________________________________________________________________________
> DISCLAIMER:"The information contained in this message and the attachments
> (if any) may be privileged and confidential and protected from disclosure.
> You are hereby notified that any unauthorized use, dissemination,
> distribution or copying of this communication, review, retransmission, or
> taking of any action based upon this information, by persons or entities
> other than the intended recipient, is strictly prohibited. If you are not
> the intended recipient or an employee or agent responsible for delivering
> this message, and have received this communication in error, please notify
> us immediately by replying to the message and kindly delete the original
> message, attachments, if any, and all its copies from your computer system.
> Thank you for your cooperation."
> ________________________________________________________________________________________________________________
>
> _______________________________________________
> 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 prescott at wcoil.com  Wed Apr 29 16:52:31 2009
From: prescott at wcoil.com (prescott at wcoil.com)
Date: Wed, 29 Apr 2009 16:52:31 -0400 (EDT)
Subject: [rt-users] default queue
Message-ID: <alpine.LRH.1.10.0904291650440.16711@staff.wcoil.com>

How do I make the 50 highest priority unowned ticket display only display 
tickets for a specific queue?
I have users who can see stuff in the general support and billing queue, 
but I only want them to see unowned tickets by default in the billing 
queue.

Thanks.

-- Kelly Prescott



From ruslan.zakirov at gmail.com  Wed Apr 29 17:21:20 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 01:21:20 +0400
Subject: [rt-users] default queue
In-Reply-To: <alpine.LRH.1.10.0904291650440.16711@staff.wcoil.com>
References: <alpine.LRH.1.10.0904291650440.16711@staff.wcoil.com>
Message-ID: <589c94400904291421r1b794eebpafc54b3ffe855ff7@mail.gmail.com>

You want something strange. Rights wouldn't help you. You can play
with portlets on users' home page to show them unowned tickets by
default or play with other searches.

On Thu, Apr 30, 2009 at 12:52 AM,  <prescott at wcoil.com> wrote:
> How do I make the 50 highest priority unowned ticket display only display
> tickets for a specific queue?
> I have users who can see stuff in the general support and billing queue,
> but I only want them to see unowned tickets by default in the billing
> queue.
>
> Thanks.
>
> -- Kelly Prescott
>
> _______________________________________________
> 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 klausengelmann at gmail.com  Wed Apr 29 18:37:40 2009
From: klausengelmann at gmail.com (Klaus Engelmann)
Date: Wed, 29 Apr 2009 19:37:40 -0300
Subject: [rt-users] RT LDAP and non-LDAP users problem.
Message-ID: <ed1cda0c0904291537o3f288e9epa279ee2e1c796614@mail.gmail.com>

Hello everybody:

I am using RT for a couple of months and its great. The only problem I
cannot find a solution it's that after configuring LDAP authentication users
that are not in the LDAP tree cannot create a ticket.

I follow some tips published here in the list but none of them really help.
Below I put some the configuration I am using.

Any hits about this ? Or where can I see more verbose logs in RT ?

Thanks for all people,

Klaus Engelmann



grant 'Everyone' the right 'CreateTicket' for the queue incoming.


Set( @Plugins, qw(RT::Authen::ExternalAuth) );


# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority,  [   'My_LDAP' ]);

# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
# Once user info is found, no more services are checked.
Set($ExternalInfoPriority,  [   'My_LDAP' ]);

# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means "use Net::SSLeay;"
Set($ExternalServiceUsesSSLorTLS,    0);

# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,    1);


Klaus Engelmann
CCNA CCDA - CSCO10971632
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From ruslan.zakirov at gmail.com  Wed Apr 29 19:57:27 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 03:57:27 +0400
Subject: [rt-users] How to format a ticket with custom fields?
In-Reply-To: <B3929FA27B4D424188C5EC348F7FC92A91796BC7EC@EXCHANGE01.ad.oicr.on.ca>
References: <19fa96670904291128i63ea6f6bncf2aa0d902076e60@mail.gmail.com>
	<20090429184230.GK31175@bestpractical.com>
	<B3929FA27B4D424188C5EC348F7FC92A91796BC7EC@EXCHANGE01.ad.oicr.on.ca>
Message-ID: <589c94400904291657i7eb5d190mceaa5b7acd8ed55a@mail.gmail.com>

Format of which page do you want to change? Be more specific.

On Wed, Apr 29, 2009 at 10:53 PM, Michael Mai <Michael.Mai at oicr.on.ca> wrote:
> Hi,
>
> I have a number of custom fields for tickets but don't know where to change the page format? My installation is 3.8.2.
>
> Thanks in advance!!
>
> MM
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Wed Apr 29 19:59:33 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 03:59:33 +0400
Subject: [rt-users] replying to "resolved" notification re-opens ticket
In-Reply-To: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
References: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
Message-ID: <589c94400904291659v3c88ecfeia212bd3924d0f719@mail.gmail.com>

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

On Wed, Apr 29, 2009 at 6:53 PM, GravyFace <gravyface at gmail.com> wrote:
> When a ticket is resolved, RT sends out a system notification,
> "According to our records, your request has been resolved.". ?Being
> polite, our customers usually reply to our resolution emails with a
> "thank you" -- I could tell them not to, I guess, but am wondering
> what others in the RT community do.
>
> Not a deal-breaker, but I could see this getting annoying for us.
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Wed Apr 29 20:16:42 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 04:16:42 +0400
Subject: [rt-users] Forwarding emails to RT
In-Reply-To: <585B4622-5EA6-4A06-9509-662AFC6AF80D@daork.net>
References: <585B4622-5EA6-4A06-9509-662AFC6AF80D@daork.net>
Message-ID: <589c94400904291716v72ee0c9cw3a27e75cedcfc9a@mail.gmail.com>

Didn't here of something like that implemented specially for RT,
however may be an external tool exist for that.

On Wed, Apr 29, 2009 at 1:00 PM, Nathan Ward <rt at daork.net> wrote:
> Hi all,
>
> I have an RT set up that is being used for customers to raise support
> issues in a small business.
>
> Training customers to email my support address (which is tied to RT)
> is a bit of a nightmare, but I still want to get everything in there.
>
> If a customer emails me directly, I can hit the redirect button in my
> mail client (Mail.app) and send the message to RT, with the "From:"
> header intact, so RT knows which user to attribute it to (ie. not me,
> the customer).
> However, life would be easier for myself and others if I was able to
> simply forward the email, instead of redirect - not every mail client
> supports a redirect function.
>
> Does anyone have any code written to interpret mail messages that were
> forwarded, and then push the original message in to RT as though it
> was sent directly from a customer?
> There is some fairly complex logic needed, ie.:
> - How do we know a message should be interpreted as a forwarded
> message, as opposed to a customer forwarding a message to the support
> address once they have learned to do that directly? Do we need a new
> mail alias, ie. rt-fwd at blah?
> - How do we interpret the forwarded message, different mail clients
> include the forwarded message and headers differently
>
> Highrise from 37signals seems to do this pretty well, so it can't be
> impossible..
>
> --
> Nathan Ward
>
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Wed Apr 29 21:08:26 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 05:08:26 +0400
Subject: [rt-users] Creating Index(es) for RT and other optimizations
In-Reply-To: <alpine.BSO.2.00.0904281524220.10131@eacs-pth.engr.ucdavis.edu>
References: <alpine.BSO.2.00.0904281524220.10131@eacs-pth.engr.ucdavis.edu>
Message-ID: <589c94400904291808x5dfdc38apd4abdde0df7e7c@mail.gmail.com>

See comments below.

On Wed, Apr 29, 2009 at 2:37 AM, Paul Hirose <pthirose at ucdavis.edu> wrote:
> RT-3.8.2 and MySQL 5.0.77. ?I've seen many messages mention "create an index..." that would help performance. ?I was wondering if anyone has recommendations on what index(es) to create (and if you could add how to do so as well.) ?It's hard to tell which apply for what (some referring to RT-Shredder, others to RT 3.6.x, etc.) ?Does creating a bunch of indexes that never get used hurt (other than disk space?)

Hurt performance of update/create. May hurt optimizer that is not ideal.

> I started MySQL with "--log-queries-not-using-indexes" just out of curiosity, and see quite a few over the past 24 hours. ?A "grep SELECT rt-slow.log | sort | uniq -c | sort -n" shows most of them aren't repeated often. ?Of course, I restarted so it's only had about 14 hours worth of operation so far. ?A couple random SELECT statements from the above are shown below.

There are better ways to analyze mysql's slow log. Try googling
"analyze mysql slow log". http://hackmysql.com/mysqlsla,
http://www.mysqlperformanceblog.com/2006/09/06/slow-query-log-analyzes-tools/.

There is no silver bullet. Each DB is unique as well as its load.
Queries you show below just useless with explains.

> Also ran mysqlreport (saw that reference in a recent email message on this list, thank you!) ?It's mostly doing MyISAM analysis, but the InnoDB section is showing some stuff too. ?Again, w/less than a day's worth of info it's not much to go on.
>
> I asked previously about my output from mysqltuner.pl and that mostly boiled down to "can't really fix these with just RT" (and obviously stuff about adding RAM, or changing some particular variable I'm trying as best I can.)
>
> My Apache (2.2.11 with Mod-perl 2.04) is solely dedicated to RT. ?If anyone has performance tuning suggestions that helps it run RT better, I'd be happy to hear those too.
>
> I've looked at http://wiki.bestpractical.com/view/PerformanceTuning and tried a few things as appropriate (latest version of DBIx::SearchBuilder, etc.) ?I'm going to try the HTML::Mason suggestions there next (one change at a time!)
>
> Thank you,
> PH
>
> PS
> SELECT main.* FROM Tickets main ?WHERE (main.Status != 'deleted') AND ( ( main.Owner = '6' OR main.Owner = '22' ) ?AND main.Type = 'reminder' AND ?( main.Status = 'new' OR main.Status = 'open' ) ) AND (main.EffectiveId = main.id) ?ORDER BY main.Due DESC;
>
> SELECT main.* FROM Tickets main ?WHERE (main.Status != 'deleted') AND ( ( main.Owner = '6' OR main.Owner = '220' ) ?AND main.Type = 'reminder' AND ?( main. Status = 'new' OR main.Status = 'open' ) ?AND ?( ?( main.Queue = '3' OR main.Queue = '4' OR main.Queue = '5' OR main.Queue = '6' OR main.Queue = '7' ) ?) ) AND (main.EffectiveId = main.id) ?ORDER BY main.Due DESC;
>
> --
> Paul Hirose ? ? ? ? ?: pthirose at ucdavis.edu : Sysadm Motto: rm -fr /MyLife
> 1034 Academic Surge ?: Programmer/Analyst ? : Backup Motto : rm -fr /
> One Shields Avenue ? : Voice (530) 752-7181 : Robot, n.: Univ. Admin
> Davis, CA 95616-8770 : Fax ? (530) 752-4465 : rec.pets.cat.anecdotes
> _______________________________________________
> 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 nastlinux at gmail.com  Wed Apr 29 21:45:47 2009
From: nastlinux at gmail.com (nast linux)
Date: Thu, 30 Apr 2009 08:45:47 +0700
Subject: [rt-users] How to synchronize LDAP user and RT user
Message-ID: <5e5450110904291845p2103b995q8d050d05ab0f0f6c@mail.gmail.com>

Dear All,

I deleted user on LDAP server, but I checked on RT user still appear.
How to synchronize LDAP user and RT user?

Thanks,
ns


From erik.tapang at gmail.com  Wed Apr 29 23:24:47 2009
From: erik.tapang at gmail.com (erik tapang)
Date: Thu, 30 Apr 2009 11:24:47 +0800
Subject: [rt-users] timezone and custom Subject lines
Message-ID: <8344f2070904292024r3ac445e6v3a9e5081533ed507@mail.gmail.com>

i've setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
needed some help/tips on "minor" issues.

1. {$Transaction->CreatedAsString}  and {$Ticket->Created}
use different timezones. the latter is 8-hours behind.

I have this in my RT_SiteConfig.pm:

Set($Timezone , 'Asia/Singapore');

right now i'm  using {$Transaction->CreatedAsString} to
 show when the ticket was created in newly created tickets.

what's the difference betwen the two (for newly
created tickets)?


2.   how to change the Subject line of  messages to the format
used by our current support system.

the format i need:

QUEUE-MM-TicketId
(MM is the month - 04 for April, 05 for May etc.)

right now i'm stuck with:

[NETWORK #46]

i'm checking http://wiki.bestpractical.com/view/SendEmail
and from the archive

http://www.gossamer-threads.com/lists/rt/users/72259?search_string=sub%20SetSubjectToken%20;#72259

 BUT he had problems with the email replies and had no response to his post.

many thanks for any help/tips.

erik


From jpierce at cambridgeenergyalliance.org  Thu Apr 30 01:42:36 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 30 Apr 2009 01:42:36 -0400
Subject: [rt-users] Forwarding emails to RT
In-Reply-To: <589c94400904291716v72ee0c9cw3a27e75cedcfc9a@mail.gmail.com>
References: <585B4622-5EA6-4A06-9509-662AFC6AF80D@daork.net> 
	<589c94400904291716v72ee0c9cw3a27e75cedcfc9a@mail.gmail.com>
Message-ID: <be7163f0904292242m567269f3m1c0edc3b06949075@mail.gmail.com>

>> If a customer emails me directly, I can hit the redirect button in my
>> mail client (Mail.app) and send the message to RT, with the "From:"
>> header intact, so RT knows which user to attribute it to (ie. not me,
>> the customer).
Doesn't solve "the problem," but the more widely available MUA nmh
from non-GNU offers the stand-alone dist command for this in case
anyone ends up needing it.

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From bernhard.hansbauer at greentube.com  Thu Apr 30 03:21:01 2009
From: bernhard.hansbauer at greentube.com (Bernhard Hansbauer)
Date: Thu, 30 Apr 2009 09:21:01 +0200
Subject: [rt-users] default autoreply unless defined per queue - possible?
Message-ID: <49F9515D.1050108@greentube.com>


hello everyone,

using RT 3.8.2 with RTFM 2.4.0
as mentioned in the subject, i wonder if it's possible to have a default 
autoreply on ticket creation, _unless_ there is an autoreply defined in 
the queue.
any hint greatly appreciated,

greetings
bernhard


From rfh at vialtus.com  Thu Apr 30 05:18:40 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 30 Apr 2009 10:18:40 +0100
Subject: [rt-users] replying to "resolved" notification re-opens ticket
In-Reply-To: <589c94400904291659v3c88ecfeia212bd3924d0f719@mail.gmail.com>
References: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
	<589c94400904291659v3c88ecfeia212bd3924d0f719@mail.gmail.com>
Message-ID: <49F96CF0.40100@vialtus.com>

I am daring to question Ruslan's answer, but what is the point of 
creating new ticket ? might as well re-resolve the original one ..
for few years I been trying to find a solution to this and there is n't 
one, you do n't want to ignore new correspondence to resolved tickets 
because it might be important  (so opening the ticket again is the right 
option in my opinion), over here I created new Status labelled "silent", 
so when a customer replies back to a resolved ticket with thank you etc 
, our agents set the status to silent (no notifications sent etc), I 
have a nightly cron job that sets the Status of silent tickets to 
resolved, this is done via SQL , not the api, to avoid sending a 
notification ..

Regards;
Roy

 


Ruslan Zakirov wrote:
> http://wiki.bestpractical.com/view/ForkIntoNewTicket
>
> On Wed, Apr 29, 2009 at 6:53 PM, GravyFace <gravyface at gmail.com> wrote:
>   
>> When a ticket is resolved, RT sends out a system notification,
>> "According to our records, your request has been resolved.".  Being
>> polite, our customers usually reply to our resolution emails with a
>> "thank you" -- I could tell them not to, I guess, but am wondering
>> what others in the RT community do.
>>
>> Not a deal-breaker, but I could see this getting annoying for us.
>> _______________________________________________
>> 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 ruslan.zakirov at gmail.com  Thu Apr 30 06:03:06 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 14:03:06 +0400
Subject: [rt-users] replying to "resolved" notification re-opens ticket
In-Reply-To: <49F96CF0.40100@vialtus.com>
References: <19fa96670904290753q2977849u2e9283f2a889d9e6@mail.gmail.com>
	<589c94400904291659v3c88ecfeia212bd3924d0f719@mail.gmail.com>
	<49F96CF0.40100@vialtus.com>
Message-ID: <589c94400904300303s30490e4ch956e6887a38ea6c3@mail.gmail.com>

With forking into new ticket point is slightly different. People often
find old ticket to open a new one, so you either have to fork manually
or deal with thank you.

Up to you to decide what to use to deal with thanks, re-opens with
different problems and legal re-opens. Forking is an alternative.

On Thu, Apr 30, 2009 at 1:18 PM, Raed El-Hames <rfh at vialtus.com> wrote:
> I am daring to question Ruslan's answer, but what is the point of creating
> new ticket ? might as well re-resolve the original one ..
> for few years I been trying to find a solution to this and there is n't one,
> you do n't want to ignore new correspondence to resolved tickets because it
> might be important ?(so opening the ticket again is the right option in my
> opinion), over here I created new Status labelled "silent", so when a
> customer replies back to a resolved ticket with thank you etc , our agents
> set the status to silent (no notifications sent etc), I have a nightly cron
> job that sets the Status of silent tickets to resolved, this is done via SQL
> , not the api, to avoid sending a notification ..
>
> Regards;
> Roy
>
>
>
>
> Ruslan Zakirov wrote:
>>
>> http://wiki.bestpractical.com/view/ForkIntoNewTicket
>>
>> On Wed, Apr 29, 2009 at 6:53 PM, GravyFace <gravyface at gmail.com> wrote:
>>
>>>
>>> When a ticket is resolved, RT sends out a system notification,
>>> "According to our records, your request has been resolved.". ?Being
>>> polite, our customers usually reply to our resolution emails with a
>>> "thank you" -- I could tell them not to, I guess, but am wondering
>>> what others in the RT community do.
>>>
>>> Not a deal-breaker, but I could see this getting annoying for us.
>>> _______________________________________________
>>> 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 ruslan.zakirov at gmail.com  Thu Apr 30 06:07:59 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 14:07:59 +0400
Subject: [rt-users] default autoreply unless defined per queue -
	possible?
In-Reply-To: <49F9515D.1050108@greentube.com>
References: <49F9515D.1050108@greentube.com>
Message-ID: <589c94400904300307n24c49b68r129b6271b9813343@mail.gmail.com>

Global template 'Autoreply' template is default. Define 'Autoreply'
template in a queue and you'll have custom. Read
http://wiki.bestpractical.com/view/Template .

On Thu, Apr 30, 2009 at 11:21 AM, Bernhard Hansbauer
<bernhard.hansbauer at greentube.com> wrote:
>
> hello everyone,
>
> using RT 3.8.2 with RTFM 2.4.0
> as mentioned in the subject, i wonder if it's possible to have a default
> autoreply on ticket creation, _unless_ there is an autoreply defined in
> the queue.
> any hint greatly appreciated,
>
> greetings
> bernhard
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Thu Apr 30 06:20:08 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 14:20:08 +0400
Subject: [rt-users] timezone and custom Subject lines
In-Reply-To: <8344f2070904292024r3ac445e6v3a9e5081533ed507@mail.gmail.com>
References: <8344f2070904292024r3ac445e6v3a9e5081533ed507@mail.gmail.com>
Message-ID: <589c94400904300320j35df0c63jebc6765194798012@mail.gmail.com>

On Thu, Apr 30, 2009 at 7:24 AM, erik tapang <erik.tapang at gmail.com> wrote:
> i've setup RT 3.8.2 on RHEL5.3 u3 64-bit and the setup is working fine. just
> needed some help/tips on "minor" issues.
>
> 1. {$Transaction->CreatedAsString} ?and {$Ticket->Created}
> use different timezones. the latter is 8-hours behind.
>
> I have this in my RT_SiteConfig.pm:
>
> Set($Timezone , 'Asia/Singapore');
>
> right now i'm ?using {$Transaction->CreatedAsString} to
> ?show when the ticket was created in newly created tickets.
>
> what's the difference betwen the two (for newly
> created tickets)?

$Ticket->Created returns internal version that is UTC, you can use
$ticket->CreatedObj that returns a RT::Date object, so
$Ticket->CreatedObj->AsString. See more details on formatters in
RT::Date library.

> 2. ? how to change the Subject line of ?messages to the format
> used by our current support system.
>
> the format i need:
>
> QUEUE-MM-TicketId
> (MM is the month - 04 for April, 05 for May etc.)
>
> right now i'm stuck with:
>
> [NETWORK #46]
>
> i'm checking http://wiki.bestpractical.com/view/SendEmail
> and from the archive
>
> http://www.gossamer-threads.com/lists/rt/users/72259?search_string=sub%20SetSubjectToken%20;#72259
>
> ?BUT he had problems with the email replies and had no response to his post.
>
> many thanks for any help/tips.

You can not do that without some code: in all templates you should use
something like Subject: [{...} {...} #{$Ticket->id}]...

And have to adjust regular expression in the config to match all
possible variants. If you don't do this then outgoing emails will have
two [...] blocks: yours and default. Also, replies to old tickets may
start generate new tickets.

Read http://wiki.bestpractical.com/view/RenameInstance

>
> erik
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Thu Apr 30 06:22:35 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 14:22:35 +0400
Subject: [rt-users] Owner drop box not populating
In-Reply-To: <1240930618.25068.20.camel@g.vrac.iastate.edu>
References: <1240930618.25068.20.camel@g.vrac.iastate.edu>
Message-ID: <589c94400904300322r4d50006dwb4125f9618c33b17@mail.gmail.com>

Into rights I think and debug logs.

On Tue, Apr 28, 2009 at 6:56 PM, Glen Galvin <galvin at iastate.edu> wrote:
> Recently I switched my RT install to the Redhat (EL5) RPM distributed
> version (3.6.7). ?Versions matched and everything went smooth with one
> exception. ?My Owner drop boxes no longer populate with names making it
> impossible to assign tickets to my users. Whenever changing attributes
> on an "owned" ticket, like subject or priority, it reverts the owner
> back to "nobody".
>
> Where should I start looking to debug this problem?
>
> --
> - Glen Galvin <galvin at iastate.edu>
> - Virtual Reality Applications Center
> - Change is inevitable, growth is optional.
>
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Thu Apr 30 06:29:07 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 14:29:07 +0400
Subject: [rt-users] Editable Text
In-Reply-To: <ace083ea0904280337n5c06084fp133f2984a57ed87a@mail.gmail.com>
References: <ace083ea0904280337n5c06084fp133f2984a57ed87a@mail.gmail.com>
Message-ID: <589c94400904300329ld9736ex73154ddd7bc2ef57@mail.gmail.com>

I found your ticket in rt3.fsck.com and attached it to 3.8.4 release.

On Tue, Apr 28, 2009 at 2:37 PM, Kristian Davies
<kristian.davies at gmail.com> wrote:
> There seems to be an odd issue this this.
>
> Create two tickets, 1001 and 1002.
> Add "Depends on: 1001" to 1002.
> Search for them both. and click "Editable Text"
>
> ===Update-Ticket: 1001
> Queue: Test Queue
> Subject: TEST
> Status: open
> UpdateType: correspond
> <snip>
> Children:
> DependedOnBy:
> DependsOn:
> Parents:
> ReferredToBy:
> RefersTo:
>
> ===Update-Ticket: 1002
> Queue: Test Queue
> Subject: TEST
> Status: new
> UpdateType: correspond
> <snip>
> Children:
> DependedOnBy: 1002
> DependsOn: 1001
> Parents:
> ReferredToBy:
> RefersTo:
>
> Although when you show ticket 1001 it says:
>
> Depends on: (Create)
> Depended on by: (Create)
> ? ?* 1002: (Nobody) TEST [new]
> Parents: (Create)
> Children: (Create)
> Refers to: (Create)
> Referred to by: (Create)
>
> Display ticket 1002:
>
> Depends on: (Create)
> ? ?* 1001: (Nobody) TEST [open]
> Depended on by: (Create)
> Parents: (Create)
> Children: (Create)
> Refers to: (Create)
> Referred to by: (Create)
>
> -Kristian
> _______________________________________________
> 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 a at aufbix.org  Thu Apr 30 06:31:36 2009
From: a at aufbix.org (Andraz Sraka)
Date: Thu, 30 Apr 2009 12:31:36 +0200
Subject: [rt-users] default autoreply unless defined per queue -
 possible?
In-Reply-To: <49F9515D.1050108@greentube.com>
References: <49F9515D.1050108@greentube.com>
Message-ID: <1241087496.1143.33.camel@mono>

re

On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote:

> using RT 3.8.2 with RTFM 2.4.0
> as mentioned in the subject, i wonder if it's possible to have a
> default autoreply on ticket creation, _unless_ there is an autoreply
> defined in the queue. any hint greatly appreciated,

Delete "Autoreply To Requestors" script in global scripts and define a
new custom one:

Condition: User Defined
Action: Autoreply to Requestor
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
  return($self->TransactionObj->Type eq "Create" &&
        $self->TicketObj->QueueObj->Name ne "XXXXX" )

XXXX - is your defined queue name

For XXX queue you need to create new script defined in queue for example
to sends out different custom reply.

I hope it helps.

regards,
 Andraz

-- 
Humppa all the way!
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From alberto.villanueva at altran.es  Thu Apr 30 06:33:10 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 30 Apr 2009 12:33:10 +0200
Subject: [rt-users] Query Customfiels in MySQL
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAACznF+L8JIxLstiW95havoIBAAAAAA==@altran.es>

Hi all.

I want to do a query with ObjectCustomFieldValues and Tickets.
The different queries run separately, but I don't know how I must
link them.

The queries are next:

1) select id,CustomField,Content from ObjectCustomFieldValues
where CustomField=2;

2) Select q.Name, count(t.id), Status from Tickets t, Queues q
WHERE t.Queue=q.id AND (t.Queue=3 OR t.Queue=6) AND
(Status='Resolved' OR Status!='Resolved') GROUP BY q.Name,Status
ORDER BY q.Name, Status;

I have tried to use the "Principals" table, but always the result
of next query (Select PrincipalType from Principals group by
PrincipalType)  is "Group" or "User".

Any idea?
Thanks a lot!!

Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultor
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
 



From a at aufbix.org  Thu Apr 30 06:36:13 2009
From: a at aufbix.org (Andraz Sraka)
Date: Thu, 30 Apr 2009 12:36:13 +0200
Subject: [rt-users] Scripts reordering etc
In-Reply-To: <1240920417.7171.83.camel@mono>
References: <1240920417.7171.83.camel@mono>
Message-ID: <1241087773.1143.34.camel@mono>

re

On Tue, 2009-04-28 at 14:06 +0200, Andraz Sraka wrote:

> I'm trying to have some custom scripts / set of rules when and how do I
> notify owners, AdminsCC etc. I am creating new 'queue' for
> Helpdesk/Support and one of the rules must be, that when ticket is
> created, based on Queue AdminCC must be set as well as notifying AdminCC
> about newly created ticket in queue.

Any ideas?

regards,
 Andraz

-- 
Humppa all the way!
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From Horst.Kriegers at loterie.ch  Thu Apr 30 08:25:13 2009
From: Horst.Kriegers at loterie.ch (Horst Kriegers)
Date: Thu, 30 Apr 2009 14:25:13 +0200
Subject: [rt-users] Queue Sort order
Message-ID: <49F9B4C9.7061.0039.0@loterie.ch>

Hi all,
 
I do not find the answer, perhaps that somebody to help me ?
By searching for tickets with an order of sorting on the queue,
it seems that the sorting is done on the queue.id.
How to make to have an order of sorting on queue.name
 
 
Thanks for your help
Horst

___________________________________________________________
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 alberto.villanueva at altran.es  Thu Apr 30 09:29:24 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 30 Apr 2009 15:29:24 +0200
Subject: [rt-users] RT db schema
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAEMTbiznMeNLg5DJuCsZZ0IBAAAAAA==@altran.es>

Hi,

Does someone know the "RECORDS" table?? If I write "show tables"
in MySQL, this table doesn't exist. Any idea??

Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultor
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
 



From ruslan.zakirov at gmail.com  Thu Apr 30 09:33:16 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 17:33:16 +0400
Subject: [rt-users] RT db schema
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAEMTbiznMeNLg5DJuCsZZ0IBAAAAAA==@altran.es>
References: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAEMTbiznMeNLg5DJuCsZZ0IBAAAAAA==@altran.es>
Message-ID: <589c94400904300633h4e165413r193ba5b653957139@mail.gmail.com>

There is no "records" table in RT's DB.

On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva
<alberto.villanueva at altran.es> wrote:
> Hi,
>
> Does someone know the "RECORDS" table?? If I write "show tables"
> in MySQL, this table doesn't exist. Any idea??
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultor
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>
>
> _______________________________________________
> 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 alberto.villanueva at altran.es  Thu Apr 30 09:46:11 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 30 Apr 2009 15:46:11 +0200
Subject: [rt-users] RT db schema
In-Reply-To: <589c94400904300633h4e165413r193ba5b653957139@mail.gmail.com>
References: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAEMTbiznMeNLg5DJuCsZZ0IBAAAAAA==@altran.es>
	<589c94400904300633h4e165413r193ba5b653957139@mail.gmail.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAHemDKEAXEREh+T012m+vU0BAAAAAA==@altran.es>

Then, how do I link Tickets to CustomFields?? :-( :-(

Thanks a lot!

Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultor
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
 
 

> -----Mensaje original-----
> De: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
> Enviado el: jueves, 30 de abril de 2009 15:33
> Para: Alberto Villanueva
> CC: rt-users at lists.bestpractical.com
> Asunto: Re: [rt-users] RT db schema
> 
> There is no "records" table in RT's DB.
> 
> On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva 
> <alberto.villanueva at altran.es> wrote:
> > Hi,
> >
> > Does someone know the "RECORDS" table?? If I write "show
tables"
> > in MySQL, this table doesn't exist. Any idea??
> >
> > Best regards,
> >
> > ALBERTO VILLANUEVA DEL VAL
> > Consultor
> > ____________________________________________
> > Altran Technologies
> > ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 
> 28022 Madrid
> > Tel: + 34 91 744 46 00 - Ext: 2205
> > Fax: + 34 91 415 24 57
> > www.altran.es
> >
> >
> > _______________________________________________
> >
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 gravyface at gmail.com  Thu Apr 30 09:49:00 2009
From: gravyface at gmail.com (GravyFace)
Date: Thu, 30 Apr 2009 09:49:00 -0400
Subject: [rt-users]  Super User can't change owner
Message-ID: <19fa96670904300649l466c677oc2c4c7d02d2ef10c@mail.gmail.com>

Regardless of whether ticket has been taken or not, I -- as a
superuser -- cannot change the owner to anyone other than myself or
Nobody.


From rfh at vialtus.com  Thu Apr 30 10:05:52 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 30 Apr 2009 15:05:52 +0100
Subject: [rt-users] RT db schema
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAHemDKEAXEREh+T012m+vU0BAAAAAA==@altran.es>
References: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAEMTbiznMeNLg5DJuCsZZ0IBAAAAAA==@altran.es>	<589c94400904300633h4e165413r193ba5b653957139@mail.gmail.com>
	<!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAHemDKEAXEREh+T012m+vU0BAAAAAA==@altran.es>
Message-ID: <49F9B040.9060805@vialtus.com>

mysql>  desc ObjectCustomFieldValues;

ObjectId is Tickets.Id if ObjectType = 'RT::Ticket';
CustomField is CustomFields.Id

I did see your earlier question, though I am not sure what you are 
trying to do, using perl and RT api will make your life much easier ?

Regards;
Roy

Alberto Villanueva wrote:
> Then, how do I link Tickets to CustomFields?? :-( :-(
>
> Thanks a lot!
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL 
> Consultor
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1 
> C/ Campezo, 1. 28022 Madrid
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>  
>  
>
>   
>> -----Mensaje original-----
>> De: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
>> Enviado el: jueves, 30 de abril de 2009 15:33
>> Para: Alberto Villanueva
>> CC: rt-users at lists.bestpractical.com
>> Asunto: Re: [rt-users] RT db schema
>>
>> There is no "records" table in RT's DB.
>>
>> On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva 
>> <alberto.villanueva at altran.es> wrote:
>>     
>>> Hi,
>>>
>>> Does someone know the "RECORDS" table?? If I write "show
>>>       
> tables"
>   
>>> in MySQL, this table doesn't exist. Any idea??
>>>
>>> Best regards,
>>>
>>> ALBERTO VILLANUEVA DEL VAL
>>> Consultor
>>> ____________________________________________
>>> Altran Technologies
>>> ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 
>>>       
>> 28022 Madrid
>>     
>>> Tel: + 34 91 744 46 00 - Ext: 2205
>>> Fax: + 34 91 415 24 57
>>> www.altran.es
>>>
>>>
>>> _______________________________________________
>>>
>>>       
> 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 barnesaw at ucrwcu.rwc.uc.edu  Thu Apr 30 10:08:59 2009
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 30 Apr 2009 10:08:59 -0400
Subject: [rt-users] Query for Service Downtime
In-Reply-To: <20090429190527.GU26100@it.is.rice.edu>
References: <54B67ECB9DBA4B4DBC69C96C2E0D425D04E3B8F1@instpex1.in.corp.sa>	<49F899DB.3080904@bitstatement.net>
	<20090429190527.GU26100@it.is.rice.edu>
Message-ID: <49F9B0FB.5000008@ucrwcu.rwc.uc.edu>



Kenneth Marshall wrote:
> On Wed, Apr 29, 2009 at 11:18:03AM -0700, Tom Lahti wrote:
>   
>> RT doesn't monitor anything, so it doesn't really have the necessary data to
>> create availability reports.  Xymon's web site is
>> http://hobbitmon.sourceforge.net/  (it still says hobbit monitor all over
>> it, but they've changed the name due to legal issues).
>>
>> As far as integration, it would be quite simple to have xymon fire an alert
>> to the email address for a queue, thereby automatically creating a ticket
>> during an alarm event, something I plan on doing here.  But the availability
>> report would still only be available through xymon, not through RT.  That is
>> not RT's purpose.
>>
>>     
> If you had tickets created by the monitoring system, resolve when
> the service was restored, you could generate a report with availability
> information.
>
>   
You could also adapt 
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages 
for  the Xymon alert emails (if it also sends an "all is ok" once things 
are back to normal). No manual intervention on the RT side necessary 
unless you want to require human intervention for issue tracking/fixes.

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati



From alberto.villanueva at altran.es  Thu Apr 30 10:44:24 2009
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Thu, 30 Apr 2009 16:44:24 +0200
Subject: [rt-users] RT db schema
In-Reply-To: <49F9B040.9060805@vialtus.com>
References: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAEMTbiznMeNLg5DJuCsZZ0IBAAAAAA==@altran.es>	<589c94400904300633h4e165413r193ba5b653957139@mail.gmail.com>
	<!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAHemDKEAXEREh+T012m+vU0BAAAAAA==@altran.es>
	<49F9B040.9060805@vialtus.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAALy/QPzNnptIuJoRbgwINbsBAAAAAA==@altran.es>

Hi!

> mysql>  desc ObjectCustomFieldValues;

Before, this already did it :-) but I didn't understand
ObjectType.

> 
> ObjectId is Tickets.Id if ObjectType = 'RT::Ticket'; 
> CustomField is CustomFields.Id

I understood it, but within ObjectType = 'RT::Ticket'. I think
this is the most important :-(

> 
> I did see your earlier question, though I am not sure what 
> you are trying to do, using perl and RT api will make your 
> life much easier ?

It's possible I haven't explained correctly I want to do. Sorry
:-(

I don't know if it's easier than. I need to do several queries in
MySQL because the different reports tools for RT don't run all
queries my Client wants to. So if I get all queries, I'll speak
to my boss for developing a perl script to do them :-)

> 
> Regards;
> Roy

Best regards,

ALBERTO VILLANUEVA DEL VAL 
Consultor
____________________________________________
Altran Technologies
ParqueEmpresarial Las Mercedes, Edificio 1 
C/ Campezo, 1. 28022 Madrid
Tel: + 34 91 744 46 00 - Ext: 2205
Fax: + 34 91 415 24 57
www.altran.es
 



From Jim.Tambling at datatote.co.uk  Thu Apr 30 11:40:43 2009
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Thu, 30 Apr 2009 16:40:43 +0100
Subject: [rt-users] Default queue for selfservice
Message-ID: <72D9E13A8FC8994794D448E91198AE070133FC69@mail.sys.internal>

Hi,

 

How can I change the default q for self-service requests? At the moment
all tickets raised by unprivileged users go to "General" but I would
like them to go to a different queue.

 

Thanks, Jim

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From gleduc at mail.sdsu.edu  Thu Apr 30 12:10:28 2009
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 30 Apr 2009 09:10:28 -0700
Subject: [rt-users] default autoreply unless defined per queue -
 possible?
In-Reply-To: <1241087496.1143.33.camel@mono>
References: <49F9515D.1050108@greentube.com>
 <1241087496.1143.33.camel@mono>
Message-ID: <6.2.1.2.2.20090430090525.02d01e70@mail.sdsu.edu>

As Ruslan pointed out earlier, creating an Autoreply template in the queue 
overrides the global template.  RT checks first for a queue template and 
uses it if one is found, otherwise it uses the global template of the same 
name.  No need to delete or create scrips in this case.

At 03:31 AM 4/30/2009, Andraz Sraka wrote:
>re
>
>On Thu, 2009-04-30 at 09:21 +0200, Bernhard Hansbauer wrote:
>
> > using RT 3.8.2 with RTFM 2.4.0
> > as mentioned in the subject, i wonder if it's possible to have a
> > default autoreply on ticket creation, _unless_ there is an autoreply
> > defined in the queue. any hint greatly appreciated,
>
>Delete "Autoreply To Requestors" script in global scripts and define a
>new custom one:
>
>Condition: User Defined
>Action: Autoreply to Requestor
>Template: Global template: Autoreply
>Stage: TransactionCreate
>
>Custom condition:
>   return($self->TransactionObj->Type eq "Create" &&
>         $self->TicketObj->QueueObj->Name ne "XXXXX" )
>
>XXXX - is your defined queue name
>
>For XXX queue you need to create new script defined in queue for example
>to sends out different custom reply.
>
>I hope it helps.
>
>regards,
>  Andraz


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



From ruslan.zakirov at gmail.com  Thu Apr 30 12:38:03 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 20:38:03 +0400
Subject: [rt-users] RT db schema
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAALy/QPzNnptIuJoRbgwINbsBAAAAAA==@altran.es>
References: <!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ/CgAAAEAAAAEMTbiznMeNLg5DJuCsZZ0IBAAAAAA==@altran.es>
	<589c94400904300633h4e165413r193ba5b653957139@mail.gmail.com>
	<!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAAHemDKEAXEREh+T012m+vU0BAAAAAA==@altran.es>
	<49F9B040.9060805@vialtus.com>
	<!&!AAAAAAAAAAAYAAAAAAAAACw+4lv2wYRIqp1JiS6jaQ9CgwAAEAAAALy/QPzNnptIuJoRbgwINbsBAAAAAA==@altran.es>
Message-ID: <589c94400904300938r1a9de94fg6d707d33408dab12@mail.gmail.com>

On Thu, Apr 30, 2009 at 6:44 PM, Alberto Villanueva
<alberto.villanueva at altran.es> wrote:
> Hi!

[snip]

>
> I don't know if it's easier than. I need to do several queries in
> MySQL because the different reports tools for RT don't run all
> queries my Client wants to. So if I get all queries, I'll speak
> to my boss for developing a perl script to do them :-)

Then stop asking meaningless questions and show us example of what you
want to get and which variables do you have (queue name, CF name or
id, or something else). Most users don't know DB layout, others who
know wouldn't bother to describe everything to you. Pick a report you
want to get, describe and may be somebody will write you a SQL query.

Also, you can get examples of queries out of RT, enable statements
logging, search using query builder and look into logs. Use Charts and
look into logs.



>
>>
>> Regards;
>> Roy
>
> Best regards,
>
> ALBERTO VILLANUEVA DEL VAL
> Consultor
> ____________________________________________
> Altran Technologies
> ParqueEmpresarial Las Mercedes, Edificio 1
> C/ Campezo, 1. 28022 Madrid
> Tel: + 34 91 744 46 00 - Ext: 2205
> Fax: + 34 91 415 24 57
> www.altran.es
>
>
>



-- 
Best regards, Ruslan.


From rfh at vialtus.com  Thu Apr 30 13:14:15 2009
From: rfh at vialtus.com (Raed El-Hames)
Date: Thu, 30 Apr 2009 18:14:15 +0100
Subject: [rt-users] Default queue for selfservice
In-Reply-To: <72D9E13A8FC8994794D448E91198AE070133FC69@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE070133FC69@mail.sys.internal>
Message-ID: <49F9DC67.8030706@vialtus.com>

Jim;

Have you allowed unprivileged users to create tickets in different queue/s;
In Queues/Your-Queue/GlobalRights , give the system group Everyone 
create ticket priv
and remove this right from the General queue, if you don't wish them to 
create any tickets there

Note you can give this right to more than one queue.

Roy

Jim Tambling wrote:
>
> Hi,
>
>  
>
> How can I change the default q for self-service requests? At the 
> moment all tickets raised by unprivileged users go to ?General? but I 
> would like them to go to a different queue.
>
>  
>
> Thanks, Jim
>


From jul-rt at julbox.net  Thu Apr 30 13:36:01 2009
From: jul-rt at julbox.net (jul)
Date: Thu, 30 Apr 2009 19:36:01 +0200 (CEST)
Subject: [rt-users] Proxy "requestors" and elegance
Message-ID: <45221.213.41.242.148.1241112961.squirrel@squirrel.est-unique.net>


Hello,

I have a scrip working well, but I am fairly unsatisfied with it ; I dont
find it elegant. So if you have any opinions regarding improvement of my
solution, please share. ;)



Problem:
A customer want to open ticket and a subsitute to handle Questions and
Answers. Still the customer want to receive acknowledement at the end, and
have the possibility to track its mail.

My Solution
Having a CF with initial requestor filled on owner Change
Having a onResolve custom scrips substituting back

My problem : to ensure the custom OnResolve he is called before OnResolve
final template is sent.


Other problems :
Do I stock substitution in a Queue customField (how do I access it ?) Do I
stock susbtitution per queue  in a custom hash that would associate a
queue name to a substitution in RTSite_Config?
Rights tips so that this custom field cannot be changed or seen.


What are your opinions?



_OnOwnerChange

### File ou l'on fait la manip

my @queues = (5,6,7,8,9,10,11,12,13,14, 15);
my $queue_id = $self->TicketObj->Queue;


my $in_queue=  grep { /^${queue_id}$/  } @queues;
if ( ! $in_queue ) {
# si file pas int?ressante on arrete
    return 1;
}



my $ProxyEmail=q{substitue at mydomain.com};

my @adresses=$self->TicketObj->Requestors->MemberEmailAddresses;
my $substitution="";

foreach  my $mail (@adresses) {
# matching customers emails (per domain)
if ($mail=~ /mycustomer(.*)fr$/) {

$self->TicketObj->AddWatcher(Type => "Requestor", Email => $ProxyEmail);
$substitution.=qq{$mail from customer changed to $ProxyEmail \n};

my $CFObj = RT::CustomField->new( $RT::SystemUser );
$CFObj->LoadByNameAndQueue( Name => "initialrequestor", Queue => $queue_id );

 my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
      Field => $CFObj->id,
      Value => $mail,
      RecordTransaction => 1
    );
    unless (  $st ) {
      $RT::Logger->error( "SCRIP: substitution : Set fields :: $mail not
substitued  :". $msg );
      return 1;
    }



$self->TicketObj->DeleteWatcher(Type => "Requestor", Email => $mail);

}
}
if ("$substitution) {
$self->TicketObj->Comment(Content => <<END);
$substitution
END
}


return 1;


SCRIP2


_OnResolve

my $CF = RT::CustomField->new( $RT::SystemUser );
my
$initial_mail=$self->TicketObj->FirstCustomFieldValue('initialrequestor');
if (!$initial_mail) {
# pas de bras pas de chocolat
return 1 ;
}

$self->TicketObj->AddWatcher(Type => "Requestor", Email => $initial_mail);


### on enl?ve le proxy
my $ProxyEmail      = q{substitue at mydomain.com};

my @adresses=$self->TicketObj->Requestors->MemberEmailAddresses;
my $substitution="";
foreach  my $mail (@adresses) {
if ($mail== $ProxyEmail) {

$self->TicketObj->DeleteWatcher(Type => "Requestor", Email => $ProxyEmail);

$substitution="$ProxyEmail subsituted by $initial_mail";
}
}

$self->TicketObj->Comment(Content => <<END);
$substitution
END


return 1;

-- 
Julien Tayon // digital craftsman // making things simpler (when possible)

A lot of people I know believe in positive thinking, and so do I.  I
believe everything positively stinks.
		-- Lew Col




From kmckinnis at tivo.com  Thu Apr 30 14:21:32 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Thu, 30 Apr 2009 11:21:32 -0700
Subject: [rt-users] restoration of RT from failed disk
Message-ID: <79E0423E511EB7469840F12A98F81BC804397463F6@CORPEX01.Tivo.com>

Hi all
Our RT server had a catastrophic disk failure last night, and I've gotten the IT team to restore a large number of the files, but due to it being restored on a different version of RedHat and different perl and mysql versions, I'm running into a number of issues. Has anyone else had to deal with this? I could use any advice you've got. I have the databases, so I think I'm going to just try and completely reinstall RT and import the databases. Thanks!

~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607









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From jmoseley at corp.xanadoo.com  Thu Apr 30 14:28:36 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 30 Apr 2009 13:28:36 -0500
Subject: [rt-users] restoration of RT from failed disk
In-Reply-To: <79E0423E511EB7469840F12A98F81BC804397463F6@CORPEX01.Tivo.com>
Message-ID: <OF778AAD7A.629F8C00-ON862575A8.00654C42-862575A8.00658B97@corp.xanadoo.com>

Hi Kim, if I were you I would simply reinstall.  Unless you had any
customizations, should be a piece of cake - the only thing you'll need is a
copy of your RT_SiteConfig.pm file.

If you were running an older version of RT, you'll need to follow the steps
to upgrade the RT database.


James Moseley



Kimberly McKinnis <kmckinnis at tivo.com> wrote:


Hi all
Our RT server had a catastrophic disk failure last night, and I?ve gotten
the IT team to restore a large number of the files, but due to it being
restored on a different version of RedHat and different perl and mysql
versions, I?m running into a number of issues. Has anyone else had to deal
with this? I could use any advice you?ve got. I have the databases, so I
think I?m going to just try and completely reinstall RT and import the
databases. 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 kmckinnis at tivo.com  Thu Apr 30 14:31:23 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Thu, 30 Apr 2009 11:31:23 -0700
Subject: [rt-users] restoration of RT from failed disk
In-Reply-To: <OF778AAD7A.629F8C00-ON862575A8.00654C42-862575A8.00658B97@corp.xanadoo.com>
References: <79E0423E511EB7469840F12A98F81BC804397463F6@CORPEX01.Tivo.com>
	<OF778AAD7A.629F8C00-ON862575A8.00654C42-862575A8.00658B97@corp.xanadoo.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC80439746405@CORPEX01.Tivo.com>

Tons of customizations, which is partly why I'm worried. Lots of scrips, which I'm not sure where they live. I originally installed from a yum package (running 3.4.5). I'll back up my RT files locally and work on a reinstall. Thanks!

-----Original Message-----
From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] 
Sent: Thursday, April 30, 2009 11:29 AM
To: Kimberly McKinnis
Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
Subject: Re: [rt-users] restoration of RT from failed disk

Hi Kim, if I were you I would simply reinstall.  Unless you had any
customizations, should be a piece of cake - the only thing you'll need is a
copy of your RT_SiteConfig.pm file.

If you were running an older version of RT, you'll need to follow the steps
to upgrade the RT database.


James Moseley



Kimberly McKinnis <kmckinnis at tivo.com> wrote:


Hi all
Our RT server had a catastrophic disk failure last night, and I've gotten
the IT team to restore a large number of the files, but due to it being
restored on a different version of RedHat and different perl and mysql
versions, I'm running into a number of issues. Has anyone else had to deal
with this? I could use any advice you've got. I have the databases, so I
think I'm going to just try and completely reinstall RT and import the
databases. 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 jmoseley at corp.xanadoo.com  Thu Apr 30 14:41:17 2009
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 30 Apr 2009 14:41:17 -0400
Subject: [rt-users] restoration of RT from failed disk
In-Reply-To: <79E0423E511EB7469840F12A98F81BC80439746405@CORPEX01.Tivo.com>
Message-ID: <OF7A2FF1D6.A2BD1177-ON862575A8.0066530A-862575A8.00669BE0@corp.xanadoo.com>

The scrips are all located in the database.  Most other RT source
customizations would be located in the <path-to-rt>/local directory.


James Moseley




                                                                           
             Kimberly McKinnis                                             
             <kmckinnis at tivo.c                                             
             om>                                                        To 
                                       "jmoseley at corp.xanadoo.com"         
             04/30/2009 01:31          <jmoseley at corp.xanadoo.com>         
             PM                                                         cc 
                                       "rt-users at lists.bestpractical.com"  
                                       <rt-users at lists.bestpractical.com>, 
                                       "rt-users-bounces at lists.bestpractic 
                                       al.com"                             
                                       <rt-users-bounces at lists.bestpractic 
                                       al.com>                             
                                                                   Subject 
                                       RE: [rt-users] restoration of RT    
                                       from failed disk                    
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




Tons of customizations, which is partly why I'm worried. Lots of scrips,
which I'm not sure where they live. I originally installed from a yum
package (running 3.4.5). I'll back up my RT files locally and work on a
reinstall. Thanks!






From toml at bitstatement.net  Thu Apr 30 15:07:18 2009
From: toml at bitstatement.net (Tom Lahti)
Date: Thu, 30 Apr 2009 12:07:18 -0700
Subject: [rt-users] disable auto-creation of users by rt-mailgate
Message-ID: <49F9F6E6.8070708@bitstatement.net>

Here's one I thought would be real simple, but I can't find it anywhere in
my copy of _RT Essentials_ or in the wiki.

We got our first spam into a queue today, and everybody completely freaked
out and tagged it a "security issue".  Argh, the ignorance of it all.

Anyway, I would like to disable creation of new accounts by rt-mailgate.  If
an email comes in and they're not already an RT user, just drop the email on
the floor.  Simple setting, or complex customization?

-- 
-- ============================
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- ============================


From jpierce at cambridgeenergyalliance.org  Thu Apr 30 15:34:52 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 30 Apr 2009 15:34:52 -0400
Subject: [rt-users] disable auto-creation of users by rt-mailgate
In-Reply-To: <49F9F6E6.8070708@bitstatement.net>
References: <49F9F6E6.8070708@bitstatement.net>
Message-ID: <be7163f0904301234s1e117cak1eda0616d81bf1f8@mail.gmail.com>

> Anyway, I would like to disable creation of new accounts by rt-mailgate. ?If
> an email comes in and they're not already an RT user, just drop the email on
> the floor. ?Simple setting, or complex customization?
In between. Look at the existing Filter::SpamAssassin and it's parent for a
starting point.


From ruslan.zakirov at gmail.com  Thu Apr 30 15:47:37 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 30 Apr 2009 23:47:37 +0400
Subject: [rt-users] disable auto-creation of users by rt-mailgate
In-Reply-To: <49F9F6E6.8070708@bitstatement.net>
References: <49F9F6E6.8070708@bitstatement.net>
Message-ID: <589c94400904301247w194ced98m23c7b09d3ffe56b@mail.gmail.com>

Don't grant CreateTicket to everyone and unprivileged.

On Thu, Apr 30, 2009 at 11:07 PM, Tom Lahti <toml at bitstatement.net> wrote:
> Here's one I thought would be real simple, but I can't find it anywhere in
> my copy of _RT Essentials_ or in the wiki.
>
> We got our first spam into a queue today, and everybody completely freaked
> out and tagged it a "security issue". ?Argh, the ignorance of it all.
>
> Anyway, I would like to disable creation of new accounts by rt-mailgate. ?If
> an email comes in and they're not already an RT user, just drop the email on
> the floor. ?Simple setting, or complex customization?
>
> --
> -- ============================
> ? Tom Lahti
> ? BIT Statement LLC
>
> ? (425)251-0833 x 117
> ? http://www.bitstatement.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
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Thu Apr 30 16:11:37 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 30 Apr 2009 13:11:37 -0700
Subject: [rt-users] Scripts reordering etc
In-Reply-To: <1241087773.1143.34.camel@mono>
References: <1240920417.7171.83.camel@mono> <1241087773.1143.34.camel@mono>
Message-ID: <49FA05F9.2010802@lbl.gov>

Andraz,

    You set the AdminCc for a Queue in Configuration->Queue->Basics. 
That will permanently ensure you have an AdminCc that can be notified 
whenever a ticket is created in that Queue. For the notification scrip, 
naviagate Configuration->Queue->(select Queue)->Scrips->New Scrip. 
Create your new scrip with the condition "On Create" and the action 
"Notify AdminCc's. That should do it. Hope this helps.

Kenn
LBNL

On 4/30/2009 3:36 AM, Andraz Sraka wrote:
> re
>
> On Tue, 2009-04-28 at 14:06 +0200, Andraz Sraka wrote:
>
>   
>> I'm trying to have some custom scripts / set of rules when and how do I
>> notify owners, AdminsCC etc. I am creating new 'queue' for
>> Helpdesk/Support and one of the rules must be, that when ticket is
>> created, based on Queue AdminCC must be set as well as notifying AdminCC
>> about newly created ticket in queue.
>>     
>
> Any ideas?
>
> regards,
>  Andraz
>
>   
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 kfcrocker at lbl.gov  Thu Apr 30 16:16:04 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 30 Apr 2009 13:16:04 -0700
Subject: [rt-users] Queue Sort order
In-Reply-To: <49F9B4C9.7061.0039.0@loterie.ch>
References: <49F9B4C9.7061.0039.0@loterie.ch>
Message-ID: <49FA0704.5090103@lbl.gov>

Horst,

    I've noticed the same thing, but I'm on 3.6.4. I'm not sure if 3.8.x 
fixes this. By "clicking" the field name on the results, it will re-sort 
by that field. However, when you download the results to a spreadsheet, 
it reverts back to order by ticket ID. I know, it doesn't make sense but 
I'm sure it has been corrected in 3.8.x. For now, I just tell my users 
that after they download the results to a spreadsheet, they have to 
re-sort the data. They don't like going to the trouble of setting up a 
sort sequence in Query Builder and then having to re-do it in Excel 
later on.


Kenn
LBNL

On 4/30/2009 5:25 AM, Horst Kriegers wrote:
> Hi all,
>  
> I do not find the answer, perhaps that somebody to help me ?
> By searching for tickets with an order of sorting on the queue,
> it seems that the sorting is done on the queue.id.
> How to make to have an order of sorting on queue.name
>  
>  
> Thanks for your help
> Horst
>
> _______________________________________________________________________
>
> 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 
> e-mail in any way.
>
> _______________________________________________________________________
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> 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 kmckinnis at tivo.com  Thu Apr 30 16:18:16 2009
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Thu, 30 Apr 2009 13:18:16 -0700
Subject: [rt-users] restoration of RT from failed disk
In-Reply-To: <OF7A2FF1D6.A2BD1177-ON862575A8.0066530A-862575A8.00669BE0@corp.xanadoo.com>
References: <79E0423E511EB7469840F12A98F81BC80439746405@CORPEX01.Tivo.com>
	<OF7A2FF1D6.A2BD1177-ON862575A8.0066530A-862575A8.00669BE0@corp.xanadoo.com>
Message-ID: <79E0423E511EB7469840F12A98F81BC80439746454@CORPEX01.Tivo.com>

Oh! That's good news, since I salvaged the database. It's almost entirely functional now. Thanks everyone!!

-----Original Message-----
From: jmoseley at corp.xanadoo.com [mailto:jmoseley at corp.xanadoo.com] 
Sent: Thursday, April 30, 2009 11:41 AM
To: Kimberly McKinnis
Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
Subject: RE: [rt-users] restoration of RT from failed disk

The scrips are all located in the database.  Most other RT source
customizations would be located in the <path-to-rt>/local directory.


James Moseley




                                                                           
             Kimberly McKinnis                                             
             <kmckinnis at tivo.c                                             
             om>                                                        To 
                                       "jmoseley at corp.xanadoo.com"         
             04/30/2009 01:31          <jmoseley at corp.xanadoo.com>         
             PM                                                         cc 
                                       "rt-users at lists.bestpractical.com"  
                                       <rt-users at lists.bestpractical.com>, 
                                       "rt-users-bounces at lists.bestpractic 
                                       al.com"                             
                                       <rt-users-bounces at lists.bestpractic 
                                       al.com>                             
                                                                   Subject 
                                       RE: [rt-users] restoration of RT    
                                       from failed disk                    
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




Tons of customizations, which is partly why I'm worried. Lots of scrips,
which I'm not sure where they live. I originally installed from a yum
package (running 3.4.5). I'll back up my RT files locally and work on a
reinstall. Thanks!






From kfcrocker at lbl.gov  Thu Apr 30 16:25:29 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 30 Apr 2009 13:25:29 -0700
Subject: [rt-users] Super User can't change owner
In-Reply-To: <19fa96670904300649l466c677oc2c4c7d02d2ef10c@mail.gmail.com>
References: <19fa96670904300649l466c677oc2c4c7d02d2ef10c@mail.gmail.com>
Message-ID: <49FA0939.805@lbl.gov>

GravyFace,

    Being a SuperUser does not override the RT requirements for tickets. 
In order for a User or (better) Group of Users to be in the dropdown box 
for "Owner", they MUST have the "OwnTicket" right. Of course, there are 
a whole slew of rights to consider for change control on tickets. In my 
opinion, a lot of RT admins give WAY TOO MANY rights to all privileged 
and EVERYONE on either a Global or Queue basis and then they wonder why 
their "Ticket Update" and Searches take so long. If you only have a few 
users and a few queues, no big deal. However, If you have a LOT of users 
and queues, you might want to consider being a bit restrictive when you 
hand out the "rights". Hope this helps.


Kenn
LBNL

On 4/30/2009 6:49 AM, GravyFace wrote:
> Regardless of whether ticket has been taken or not, I -- as a
> superuser -- cannot change the owner to anyone other than myself or
> Nobody.
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Thu Apr 30 16:27:38 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 1 May 2009 00:27:38 +0400
Subject: [rt-users] Super User can't change owner
In-Reply-To: <19fa96670904300649l466c677oc2c4c7d02d2ef10c@mail.gmail.com>
References: <19fa96670904300649l466c677oc2c4c7d02d2ef10c@mail.gmail.com>
Message-ID: <589c94400904301327q26c66bah698be44613ae2cfe@mail.gmail.com>

Nobody can change owner from person to person where both are not him or nobody.

On Thu, Apr 30, 2009 at 5:49 PM, GravyFace <gravyface at gmail.com> wrote:
> Regardless of whether ticket has been taken or not, I -- as a
> superuser -- cannot change the owner to anyone other than myself or
> Nobody.
> _______________________________________________
> 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 ruslan.zakirov at gmail.com  Thu Apr 30 16:54:32 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 1 May 2009 00:54:32 +0400
Subject: [rt-users] Proxy "requestors" and elegance
In-Reply-To: <45221.213.41.242.148.1241112961.squirrel@squirrel.est-unique.net>
References: <45221.213.41.242.148.1241112961.squirrel@squirrel.est-unique.net>
Message-ID: <589c94400904301354m125602d1h9dd2f2379d132c@mail.gmail.com>

Comments below.

On Thu, Apr 30, 2009 at 9:36 PM, jul <jul-rt at julbox.net> wrote:
>
> Hello,
>
> I have a scrip working well, but I am fairly unsatisfied with it ; I dont
> find it elegant. So if you have any opinions regarding improvement of my
> solution, please share. ;)
>
>
>
> Problem:
> A customer want to open ticket and a subsitute to handle Questions and
> Answers. Still the customer want to receive acknowledement at the end, and
> have the possibility to track its mail.

As I understand customer uses SelfService and on resolve he can again
see ticket, right? You just don't want to notify him until ticket is
resolved. If you don't use Cc in this queues then you can put customer
there and a substitute into Requestors. In this case you'll have to
adjust notification scrips.


> My Solution
> Having a CF with initial requestor filled on owner Change
> Having a onResolve custom scrips substituting back
>
> My problem : to ensure the custom OnResolve he is called before OnResolve
> final template is sent.

Since 3.6.x scrips are ordered according to description column, but
not that only in 3.8.x RT's default have not NULL description. NULLs
are always first or last depending on database.

> Other problems :
> Do I stock substitution in a Queue customField (how do I access it ?) Do I
> stock susbtitution per queue ?in a custom hash that would associate a
> queue name to a substitution in RTSite_Config?

$ticket->QueueObj->FirstCustomFieldValue("Name");
use hash if you like, but you'll have to restart server.

> Rights tips so that this custom field cannot be changed or seen.
>
>
> What are your opinions?

I think the solution will do the job.

[snip]

-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Thu Apr 30 16:58:57 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 1 May 2009 00:58:57 +0400
Subject: [rt-users] SLA question
In-Reply-To: <3e77e8608357d6faf5204c3b397b1d965bb411b9@localhost>
References: <3e77e8608357d6faf5204c3b397b1d965bb411b9@localhost>
Message-ID: <589c94400904301358od7ae53ckdaa9afdc2f64521e@mail.gmail.com>

What do you want to call? Duplicate values in the SLA CF. If you want
to allow staffs to change service level of a ticket then give them
right to change the field. That's it and all is well described in the
doc.

On Mon, Apr 27, 2009 at 1:14 PM, Simon Dray <Simon.Dray at antplc.com> wrote:
> RT 3.8.2
>
> SLA 02
>
>
>
> Dear all
>
>
>
> I hope someone can enlighten me on this
>
>
>
> I have set up in my RT_Siteconfig.pm the following but am not sure how to
> call it when setting up a the customfield
>
>
>
> Set(%ServiceAgreements, (
>
>
>
> Default => 'Info',
>
>
>
> QueueDefault => {
>
>
>
> ??????? 'General' => 'Critical',
>
>
>
> ??????? },
>
>
>
>
>
>
>
> ??????? Levels => {
>
>
>
> ??????????????? 'Critical' => { Response => { BusinessMinutes => 60*8*4 } },
>
>
>
> ??????? ????????'Major' => { Response => { BusinessMinutes => 60*8*20 } },
>
>
>
> ??????????????? 'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
>
>
>
> ??????????????? 'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
>
>
>
> ??????????????? 'Special' => {
>
> ??????????????????????? 'Critical' => { Response => { BusinessMinutes =>
> 60*8*3 } },
>
> ??????????????????????? 'Major' => { Response => { BusinessMinutes =>
> 60*8*10 } },
>
> ??????????????????????? 'Minor' => { Response=> { BusinessMinutes => 60*8*30
> } },
>
> ????? ??????????????????'Info' => { Repsonse=> { BusinessMinutes => 60*8*30
> } },
>
> ??????????????????????? },
>
> ??????????????????????? },
>
>
>
> ??????? )
>
>
>
> );
>
>
>
> I have defined a normal set of response times but I want to be able to call
> the one for Special in certain circumstance how do I call it in the custom
> field or have I misinterpreted what can be done.
>
>
>
>
>
>
>
>
>
> Regards Simon
>
> _______________________________________________
> 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  Thu Apr 30 17:00:18 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 30 Apr 2009 14:00:18 -0700
Subject: [rt-users] Unusual scrip need
Message-ID: <49FA1162.4060400@lbl.gov>

To all,


    I have a need of a scrip that will take the CC adressees of an email 
and make them the "ticket" CC's when the ticket is created via email. 
Has anyone done this?  Can anyone point me to an example or such a 
scrip?  I can write the part that recognizes an email "create". I just 
don't know how to parse out the "cc" addressees. HELP! Thanks.


Kenn
LBNL



From vadud3 at gmail.com  Thu Apr 30 17:01:52 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 30 Apr 2009 17:01:52 -0400
Subject: [rt-users] rt-mailgate is failing
Message-ID: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>

The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation
works just fine. What am I missing?

(iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
--action correspond --url https://192.168.0.174 --debug
/tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
/tmp/rt-mailgate: connecting to
https://192.168.0.174/REST/1.0/NoAuth/mail-gateway
not ok - Could not load a valid user

(iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
--action correspond --url https://rt.example.net --debug
/tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
/tmp/rt-mailgate: connecting to
https://rt.example.net/REST/1.0/NoAuth/mail-gateway
okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor:



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From ruslan.zakirov at gmail.com  Thu Apr 30 17:06:38 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 1 May 2009 01:06:38 +0400
Subject: [rt-users] rt-mailgate is failing
In-Reply-To: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>
References: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>
Message-ID: <589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com>

3.8's mailgate dowsn't allow you to create a ticket with a requestor.

On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
> The upgraded RT 3.8.2 is failing with rt-mailgate. The original installation
> works just fine. What am I missing?
>
> (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> --action correspond --url https://192.168.0.174 --debug
> /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> /tmp/rt-mailgate: connecting to
> https://192.168.0.174/REST/1.0/NoAuth/mail-gateway
> not ok - Could not load a valid user
>
> (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> --action correspond --url https://rt.example.net --debug
> /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> /tmp/rt-mailgate: connecting to
> https://rt.example.net/REST/1.0/NoAuth/mail-gateway
> okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor:
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>
>
>
> _______________________________________________
> 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 change+lists.rt at nightwind.net  Thu Apr 30 17:07:41 2009
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Thu, 30 Apr 2009 14:07:41 -0700
Subject: [rt-users] Unusual scrip need
In-Reply-To: <49FA1162.4060400@lbl.gov>
References: <49FA1162.4060400@lbl.gov>
Message-ID: <1241125661.10150.1313174653@webmail.messagingengine.com>

On Thu, 30 Apr 2009 14:00:18 -0700, "Ken Crocker" <kfcrocker at lbl.gov>
said:
>     I have a need of a scrip that will take the CC adressees of an email 
> and make them the "ticket" CC's when the ticket is created via email. 
> Has anyone done this?  Can anyone point me to an example or such a 
> scrip?  I can write the part that recognizes an email "create". I just 
> don't know how to parse out the "cc" addressees. HELP! Thanks.

Set($ParsenewMessageForTicketCcs, 1); in RT_SiteConfig.pm.  You'll want
to set $RTAddressRegexp as well so RT doesn't add its own address as a
CC.  http://wiki.bestpractical.com/view/RTAddressRegexp


From ruslan.zakirov at gmail.com  Thu Apr 30 17:07:56 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 1 May 2009 01:07:56 +0400
Subject: [rt-users] Unusual scrip need
In-Reply-To: <49FA1162.4060400@lbl.gov>
References: <49FA1162.4060400@lbl.gov>
Message-ID: <589c94400904301407re3dbb33xf9623477d961a818@mail.gmail.com>

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

On Fri, May 1, 2009 at 1:00 AM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> To all,
>
>
> ? ?I have a need of a scrip that will take the CC adressees of an email
> and make them the "ticket" CC's when the ticket is created via email.
> Has anyone done this? ?Can anyone point me to an example or such a
> scrip? ?I can write the part that recognizes an email "create". I just
> don't know how to parse out the "cc" addressees. HELP! 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
>



-- 
Best regards, Ruslan.


From vadud3 at gmail.com  Thu Apr 30 17:22:19 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 30 Apr 2009 17:22:19 -0400
Subject: [rt-users] How to add Company logo
Message-ID: <a60f25fc0904301422v4839a59ft60f6cc94882d870f@mail.gmail.com>

How do I place a company logo on the top left corner on RT 3.8.2 ?

Also how do I place a icon next the URL in the url box of the browser so
it survives the next time upgrade?

I have done it for current version RT 3.4.5, but it has been really looong
time since I made those changes, so I don't
remember, *sigh*


Thanks for your help

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From vadud3 at gmail.com  Thu Apr 30 17:25:28 2009
From: vadud3 at gmail.com (Asif Iqbal)
Date: Thu, 30 Apr 2009 17:25:28 -0400
Subject: [rt-users] rt-mailgate is failing
In-Reply-To: <589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com>
References: <a60f25fc0904301401j23c5f9f2pca04a9267ed8d2ab@mail.gmail.com>
	<589c94400904301406o4a5c58bayd223e259eaee610@mail.gmail.com>
Message-ID: <a60f25fc0904301425m5fe5c597x7db17a5e45c77195@mail.gmail.com>

On Thu, Apr 30, 2009 at 5:06 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> 3.8's mailgate dowsn't allow you to create a ticket with a requestor.
>


Currently my mailserver talks to RT to create the ticket. So RT does not
have to
listen to SMTP. Makes it that much secure.

So my mail server qmail receives the message and send it over to RT like
this

(iqbala)@qmail:~$ cat
~alias/.qmail-syshelp

|822field x-spam-status | egrep -iw yes >/dev/null && exit 100 || exit
0
|822field from | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null &&
exit 100 || exit 0
|822field to | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null && exit
100 || exit 0
|822field cc | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null && exit
100 || exit 0
|822field return-path | egrep -i "MAILER-DAEMON|POSTMASTER|ABUSE" >/dev/null
&& exit 100 || exit 0
|/opt/rt3/bin/rt-mailgate --queue syshelp --action correspond --url
https://rt.example.net 2>/dev/null || exit
111


How would I go by sending the tickets to the new RT 3.8.2 ?




>
> On Fri, May 1, 2009 at 1:01 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
> > The upgraded RT 3.8.2 is failing with rt-mailgate. The original
> installation
> > works just fine. What am I missing?
> >
> > (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> > --action correspond --url https://192.168.0.174 --debug
> > /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> > /tmp/rt-mailgate: connecting to
> > https://192.168.0.174/REST/1.0/NoAuth/mail-gateway
> > not ok - Could not load a valid user
> >
> > (iqbala)@qmail:~$ echo this is a test | /tmp/rt-mailgate --queue syshelp
> > --action correspond --url https://rt.example.net --debug
> > /tmp/rt-mailgate: temp file is '/tmp/mmF2JFMLdU'
> > /tmp/rt-mailgate: connecting to
> > https://rt.example.net/REST/1.0/NoAuth/mail-gateway
> > okTicket: 604325Queue: SysHelpOwner: NobodyStatus: newSubject: Requestor:
> >
> >
> >
> > --
> > Asif Iqbal
> > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> > A: Because it messes up the order in which people normally read text.
> > Q: Why is top-posting such a bad thing?
> >
> >
> >
> > _______________________________________________
> > 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.
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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From kfcrocker at lbl.gov  Thu Apr 30 17:35:29 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 30 Apr 2009 14:35:29 -0700
Subject: [rt-users] Unusual scrip need
In-Reply-To: <1241125661.10150.1313174653@webmail.messagingengine.com>
References: <49FA1162.4060400@lbl.gov>
	<1241125661.10150.1313174653@webmail.messagingengine.com>
Message-ID: <49FA19A1.3000204@lbl.gov>

Nick,

    I don't want this for ALL my queues, just one.


Kenn
LBNL

On 4/30/2009 2:07 PM, Nick Kartsioukas wrote:
> On Thu, 30 Apr 2009 14:00:18 -0700, "Ken Crocker" <kfcrocker at lbl.gov>
> said:
>   
>>     I have a need of a scrip that will take the CC adressees of an email 
>> and make them the "ticket" CC's when the ticket is created via email. 
>> Has anyone done this?  Can anyone point me to an example or such a 
>> scrip?  I can write the part that recognizes an email "create". I just 
>> don't know how to parse out the "cc" addressees. HELP! Thanks.
>>     
>
> Set($ParsenewMessageForTicketCcs, 1); in RT_SiteConfig.pm.  You'll want
> to set $RTAddressRegexp as well so RT doesn't add its own address as a
> CC.  http://wiki.bestpractical.com/view/RTAddressRegexp
>
>   
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From kfcrocker at lbl.gov  Thu Apr 30 17:40:50 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 30 Apr 2009 14:40:50 -0700
Subject: [rt-users] Unusual scrip need
In-Reply-To: <589c94400904301407re3dbb33xf9623477d961a818@mail.gmail.com>
References: <49FA1162.4060400@lbl.gov>
	<589c94400904301407re3dbb33xf9623477d961a818@mail.gmail.com>
Message-ID: <49FA1AE2.6050409@lbl.gov>

Ruslan,


    I have over 80 Queues. I want this to work for just one Queue.


Kenn
LBNL

On 4/30/2009 2:07 PM, Ruslan Zakirov wrote:
> http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs
>
> On Fri, May 1, 2009 at 1:00 AM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>   
>> To all,
>>
>>
>>    I have a need of a scrip that will take the CC adressees of an email
>> and make them the "ticket" CC's when the ticket is created via email.
>> Has anyone done this?  Can anyone point me to an example or such a
>> scrip?  I can write the part that recognizes an email "create". I just
>> don't know how to parse out the "cc" addressees. HELP! 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
>>
>>     
>
>
>
>   
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From jpierce at cambridgeenergyalliance.org  Thu Apr 30 17:47:43 2009
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 30 Apr 2009 17:47:43 -0400
Subject: [rt-users] Unusual scrip need
In-Reply-To: <49FA1AE2.6050409@lbl.gov>
References: <49FA1162.4060400@lbl.gov>
	<589c94400904301407re3dbb33xf9623477d961a818@mail.gmail.com> 
	<49FA1AE2.6050409@lbl.gov>
Message-ID: <be7163f0904301447g70176ea2i33dbd3fdd42ba1c6@mail.gmail.com>

> ??? I have over 80 Queues. I want this to work for just one Queue.
You could create (and submit) a patch that allows this config option
to accept an arrayref of queues to enable this feature for. It should be
a relatively simple tweak to lib/RT/Interface/Email.pm

-- 
Cambridge Energy Alliance: Save money. Save the planet.


From kfcrocker at lbl.gov  Thu Apr 30 18:00:01 2009
From: kfcrocker at lbl.gov (Ken Crocker)
Date: Thu, 30 Apr 2009 15:00:01 -0700
Subject: [rt-users] Unusual scrip need
In-Reply-To: <be7163f0904301447g70176ea2i33dbd3fdd42ba1c6@mail.gmail.com>
References: <49FA1162.4060400@lbl.gov>
	<589c94400904301407re3dbb33xf9623477d961a818@mail.gmail.com>
	<49FA1AE2.6050409@lbl.gov>
	<be7163f0904301447g70176ea2i33dbd3fdd42ba1c6@mail.gmail.com>
Message-ID: <49FA1F61.5090000@lbl.gov>

Jerrad,


    HA! If I knew what that was and I was more than a beginner in perl, 
I might give it a try. I'm more of an Admin for RT that makes a few 
simple changes in the form of scrips and templates (hence, my need for a 
scrip). Nothing heavy. However, I'm great at clone & modify efforts ;-). 
Thanks.


Kenn
LBNL

On 4/30/2009 2:47 PM, Jerrad Pierce wrote:
>>     I have over 80 Queues. I want this to work for just one Queue.
>>     
> You could create (and submit) a patch that allows this config option
> to accept an arrayref of queues to enable this feature for. It should be
> a relatively simple tweak to lib/RT/Interface/Email.pm
>
>   
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From ruslan.zakirov at gmail.com  Thu Apr 30 18:05:44 2009
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 1 May 2009 02:05:44 +0400
Subject: [rt-users] Unusual scrip need
In-Reply-To: <49FA1AE2.6050409@lbl.gov>
References: <49FA1162.4060400@lbl.gov>
	<589c94400904301407re3dbb33xf9623477d961a818@mail.gmail.com>
	<49FA1AE2.6050409@lbl.gov>
Message-ID: <589c94400904301505v170cfc5ege2c9a75e115d3a79@mail.gmail.com>

Just grep code for this option and hack a little.

On Fri, May 1, 2009 at 1:40 AM, Ken Crocker <kfcrocker at lbl.gov> wrote:
> Ruslan,
>
>
> ??? I have over 80 Queues. I want this to work for just one Queue.
>
>
> Kenn
> LBNL
>
> On 4/30/2009 2:07 PM, Ruslan Zakirov wrote:
>
> http://wiki.bestpractical.com/view/ParseNewMessageForTicketCcs
>
> On Fri, May 1, 2009 at 1:00 AM, Ken Crocker <kfcrocker at lbl.gov> wrote:
>
>
> To all,
>
>
> ? ?I have a need of a scrip that will take the CC adressees of an email
> and make them the "ticket" CC's when the ticket is created via email.
> Has anyone done this? ?Can anyone point me to an example or such a
> scrip? ?I can write the part that recognizes an email "create". I just
> don't know how to parse out the "cc" addressees. HELP! 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
>
>
>
>



-- 
Best regards, Ruslan.


From jfearn at redhat.com  Thu Apr 30 20:52:40 2009
From: jfearn at redhat.com (Jeff Fearn)
Date: Fri, 01 May 2009 10:52:40 +1000
Subject: [rt-users] Unusual scrip need
In-Reply-To: <be7163f0904301447g70176ea2i33dbd3fdd42ba1c6@mail.gmail.com>
References: <49FA1162.4060400@lbl.gov>	<589c94400904301407re3dbb33xf9623477d961a818@mail.gmail.com>
	<49FA1AE2.6050409@lbl.gov>
	<be7163f0904301447g70176ea2i33dbd3fdd42ba1c6@mail.gmail.com>
Message-ID: <49FA47D8.9070403@redhat.com>

Jerrad Pierce wrote:
>>     I have over 80 Queues. I want this to work for just one Queue.
> You could create (and submit) a patch that allows this config option
> to accept an arrayref of queues to enable this feature for. It should be
> a relatively simple tweak to lib/RT/Interface/Email.pm

I have a patch to do this, although it does take a different approach.

I wanted to allow this behaviour to be controlled by the Queue Admins in
the GUI since I don't like having to change the config files and restart
the server. Basically it adds a check box to the Queue Admin Basiscs page
to allow a Queue admin to enable/disable features easily.

It includes the logic for setting InReplyTo and
ParseNewMessageForTicketCcs and could easily be expanded to allowing
setting other Boolean values.

I added a config variable, PerQueueGlobals, to enable this per queue
behaviour.

I haven't shared this because it is based on some code I found somewhere
on the web and for the life of me I can no longer find the source to
reference :(

Cheers, Jeff.

-- 
Jeff Fearn <jfearn at redhat.com>
Software Engineer
Engineering Operations
Red Hat, Inc