From eriks at centritech.net  Tue Jun  1 01:52:28 2010
From: eriks at centritech.net (Eriks Goodwin-Pfister)
Date: Tue, 1 Jun 2010 01:52:28 -0400 (EDT)
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <597408500.8843.1275371434364.JavaMail.root@zim.centritech.net>
Message-ID: <1816719007.8846.1275371548625.JavaMail.root@zim.centritech.net>

Of late, our RT server (CentOS 5.2 running RT ) has started maxing out "%wa" as monitored in top (avg: 90-99%). I can't seem to find anything on point with regard to this issue and RT. Since this is a dedicated server, I assume it is related to RT somehow, but can't seem to figure it out. Can someone point me in the right direction? 

Thanks! 
--Eriks 
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From william.graboyes at theportalgrp.com  Tue Jun  1 02:17:33 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Mon, 31 May 2010 23:17:33 -0700
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <1816719007.8846.1275371548625.JavaMail.root@zim.centritech.net>
References: <597408500.8843.1275371434364.JavaMail.root@zim.centritech.net>
	<1816719007.8846.1275371548625.JavaMail.root@zim.centritech.net>
Message-ID: <AANLkTinchkE_F3Dp8XsHs6vZTlbj_sV8sJ-wp6oD_ZdF@mail.gmail.com>

Hi Eriks,

Do you know what process is taking up the cpu?

I know that wa is a process that is waiting for i/o.  But I think knowing
which process or processes are causing these problems may help to point in
the right direction.

Thanks,
Bill

On Mon, May 31, 2010 at 22:52, Eriks Goodwin-Pfister
<eriks at centritech.net>wrote:

> Of late, our RT server (CentOS 5.2 running RT ) has started maxing out
> "%wa" as monitored in top (avg: 90-99%).  I can't seem to find anything on
> point with regard to this issue and RT.  Since this is a dedicated server, I
> assume it is related to RT somehow, but can't seem to figure it out.  Can
> someone point me in the right direction?
>
> Thanks!
> --Eriks
>
>
> 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 jan.mach at cesnet.cz  Tue Jun  1 06:28:54 2010
From: jan.mach at cesnet.cz (Honza Mach)
Date: Tue, 01 Jun 2010 12:28:54 +0200
Subject: [rt-users] All tickets in all my queues
Message-ID: <1275388134.17035.57.camel@omnius>

Hi everybody,

I would like to create the search, that would list all tickets in all
queues the current user (the user performing the search) is member of.
Is there any way to do that? I would like to modify this search a
further more and then use it for separate dashboard, which each user
could then subscribe - the main idea is to create this way reminders of
long inactive tickets.

Thanks in advance

Honza Mach
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From jan.mach at cesnet.cz  Tue Jun  1 06:40:38 2010
From: jan.mach at cesnet.cz (Honza Mach)
Date: Tue, 01 Jun 2010 12:40:38 +0200
Subject: [rt-users] All tickets in all my queues
Message-ID: <1275388838.17035.73.camel@omnius>

Hi everybody,

I am sorry for duplicity but after I send the previous mail I realized I
should say more about why I choose this approach. Previously I wrote
this:

I would like to create the search, that would list all tickets in all
queues the current user (the user performing the search) is member of.
Is there any way to do that? I would like to modify this search a
further more and then use it for separate dashboard, which each user
could then subscribe - the main idea is to create this way reminders of
long inactive tickets.

And now the new stuff:
Yes, I know there are several scripts to be run by crontab that do
reminders, but this search approach would be more elegant and user could
configure the reminding himself.

Thanks in advance

Honza Mach
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From danm at prime.gushi.org  Tue Jun  1 07:28:03 2010
From: danm at prime.gushi.org (Dan Mahoney, System Admin)
Date: Tue, 1 Jun 2010 07:28:03 -0400 (EDT)
Subject: [rt-users] Does RT work with current FCGI?
Message-ID: <alpine.BSF.2.00.1006010725460.87277@prime.gushi.org>

All,

I'm having an issue that's causing me this error:

"Wide character in FCGI::Stream::PRINT at
/usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/CGIHandler.pm line 105. "

>From reading the mailing lists, it can be fixed by downgrading the fcgi 
module to 0.68.  However, BSD's ports aren't nice about doing this.

Is this fixed in the recently released 3.8.8?

Is there a patch I could apply for this issue?

(A changelog in the releases would be really cool, FWIW)

-Dan Mahoney

-- 

--------Dan Mahoney--------
Techie,  Sysadmin,  WebGeek
Gushi on efnet/undernet IRC
ICQ: 13735144   AIM: LarpGM
Site:  http://www.gushi.org
---------------------------



From eriks at centritech.net  Tue Jun  1 08:44:42 2010
From: eriks at centritech.net (Eriks Goodwin-Pfister)
Date: Tue, 1 Jun 2010 08:44:42 -0400 (EDT)
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <1966560806.8895.1275396260809.JavaMail.root@zim.centritech.net>
Message-ID: <1789610146.8898.1275396282603.JavaMail.root@zim.centritech.net>

That's the kicker, nothing looks "abnormal" in the top listing or processes to me. Perhaps you see something I don't? 

I have included: 
1) results of "ps -auxww" 
2) results of "top -b -i -n 20 >> ./top_procs" 
3) odd entries in "mailq " 

Thanks in advance for any more advice... 

--Eriks 

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

[root at support ~]# ps -auxww 
Warning: bad syntax, perhaps a bogus '-'? See /usr/share/doc/procps-3.2.7/FAQ 
USER PID %CPU %MEM VSZ RSS TTY STAT START TIME COMMAND 
root 1 0.0 0.0 2072 512 ? Ss May29 0:01 init [3] 
root 2 0.0 0.0 0 0 ? S< May29 0:00 [migration/0] 
root 3 0.0 0.0 0 0 ? SN May29 0:00 [ksoftirqd/0] 
root 4 0.0 0.0 0 0 ? S< May29 0:00 [watchdog/0] 
root 5 0.0 0.0 0 0 ? S< May29 0:00 [events/0] 
root 6 0.0 0.0 0 0 ? S< May29 0:00 [khelper] 
root 7 0.0 0.0 0 0 ? S< May29 0:00 [kthread] 
root 10 0.0 0.0 0 0 ? S< May29 0:16 [kblockd/0] 
root 11 0.0 0.0 0 0 ? S< May29 0:00 [kacpid] 
root 93 0.0 0.0 0 0 ? S< May29 0:00 [cqueue/0] 
root 96 0.0 0.0 0 0 ? S< May29 0:00 [khubd] 
root 98 0.0 0.0 0 0 ? S< May29 0:00 [kseriod] 
root 159 0.0 0.0 0 0 ? S May29 0:00 [khungtaskd] 
root 162 0.1 0.0 0 0 ? S< May29 6:52 [kswapd0] 
root 163 0.0 0.0 0 0 ? S< May29 0:00 [aio/0] 
root 315 0.0 0.0 0 0 ? S< May29 0:00 [kpsmoused] 
root 337 0.0 0.0 0 0 ? S< May29 0:00 [ata/0] 
root 338 0.0 0.0 0 0 ? S< May29 0:00 [ata_aux] 
root 341 0.0 0.0 0 0 ? S< May29 0:00 [scsi_eh_0] 
root 342 0.0 0.0 0 0 ? S< May29 0:00 [scsi_eh_1] 
root 347 0.0 0.0 0 0 ? S< May29 0:00 [kstriped] 
root 356 0.0 0.0 0 0 ? S< May29 0:00 [ksnapd] 
root 367 0.0 0.0 0 0 ? D< May29 0:38 [kjournald] 
root 392 0.0 0.0 0 0 ? S< May29 0:00 [kauditd] 
root 425 0.0 0.0 2280 364 ? S<s May29 0:00 /sbin/udevd -d 
apache 630 4.9 4.7 213088 46192 ? D 07:45 3:16 /usr/sbin/httpd 
root 1139 0.0 0.0 0 0 ? S< May29 0:00 [kmpathd/0] 
root 1140 0.0 0.0 0 0 ? S< May29 0:00 [kmpath_handlerd] 
root 1162 0.0 0.0 0 0 ? S< May29 0:00 [kjournald] 
root 1682 0.0 0.0 12520 596 ? S<sl May29 0:00 auditd 
root 1684 0.0 0.0 13100 600 ? S<sl May29 0:00 /sbin/audispd 
root 1714 0.0 0.0 1728 492 ? Ss May29 0:04 syslogd -m 0 
root 1717 0.0 0.0 1680 312 ? Ss May29 0:00 klogd -x 
root 1753 0.0 0.0 0 0 ? S< May29 0:29 [kondemand/0] 
rpc 1788 0.0 0.0 1816 376 ? Ss May29 0:00 portmap 
root 1818 0.0 0.0 0 0 ? S< May29 0:00 [rpciod/0] 
rpcuser 1824 0.0 0.0 1868 480 ? Ss May29 0:00 rpc.statd 
root 1856 0.0 0.0 5820 228 ? Ss May29 0:00 rpc.idmapd 
dbus 1879 0.0 0.0 2748 764 ? Ss May29 0:00 dbus-daemon --system 
root 1892 0.0 0.0 2172 396 ? Ss May29 0:00 /usr/sbin/hcid 
root 1898 0.0 0.0 1748 372 ? Ss May29 0:00 /usr/sbin/sdpd 
apache 1901 3.4 6.7 204920 65568 ? S 08:16 1:12 /usr/sbin/httpd 
apache 1902 1.1 3.0 137472 29992 ? S 08:16 0:23 /usr/sbin/httpd 
apache 1903 2.1 2.2 208788 22224 ? S 08:16 0:45 /usr/sbin/httpd 
root 1919 0.0 0.0 0 0 ? S< May29 0:00 [krfcommd] 
root 1941 0.0 0.0 12868 548 ? Ssl May29 0:00 pcscd 
root 1955 0.0 0.0 1676 376 ? Ss May29 0:00 /usr/sbin/acpid 
68 1972 0.0 0.1 5628 992 ? Ss May29 0:00 hald 
root 1973 0.0 0.0 3164 496 ? S May29 0:00 hald-runner 
68 1980 0.0 0.0 2020 472 ? S May29 0:00 hald-addon-acpi: listening on acpid socket /var/run/acpid.socket 
root 1988 0.0 0.0 1976 356 ? S May29 0:04 hald-addon-storage: polling /dev/hdc 
root 2008 0.0 0.0 1916 348 ? Ss May29 0:00 /usr/bin/hidd --server 
root 2032 0.0 0.0 27260 720 ? Ssl May29 0:00 automount 
root 2056 0.0 0.0 7080 672 ? Ss May29 0:00 /usr/sbin/sshd 
root 2069 0.0 0.0 10128 676 ? Ss May29 0:00 cupsd 
root 2109 0.0 0.0 4536 504 ? S May29 0:00 /bin/sh /usr/bin/mysqld_safe --datadir=/var/lib/mysql --socket=/var/lib/mysql/mysql.sock --log-error=/var/log/mysqld.log --pid-file=/var/run/mysqld/mysqld.pid --user=mysql 
mysql 2159 0.0 0.3 149024 3716 ? Sl May29 0:18 /usr/libexec/mysqld --basedir=/usr --datadir=/var/lib/mysql --user=mysql --pid-file=/var/run/mysqld/mysqld.pid --skip-external-locking --socket=/var/lib/mysql/mysql.sock 
root 2196 0.0 0.0 9232 948 ? Ss May29 0:07 sendmail: accepting connections 
smmsp 2204 0.0 0.0 8148 688 ? Ss May29 0:00 sendmail: Queue runner at 01:00:00 for /var/spool/clientmqueue 
root 2218 0.0 0.0 1908 244 ? Ss May29 0:00 gpm -m /dev/input/mice -t exps2 
root 2286 0.0 0.0 5292 552 ? Ss May29 0:00 crond 
xfs 2309 0.0 0.0 3168 524 ? Ss May29 0:00 xfs -droppriv -daemon 
root 2334 0.0 0.0 2268 336 ? Ss May29 0:00 /usr/sbin/atd 
avahi 2360 0.0 0.0 2600 560 ? Ss May29 0:00 avahi-daemon: running [support.local] 
avahi 2361 0.0 0.0 2600 116 ? Ss May29 0:00 avahi-daemon: chroot helper 
root 2861 0.0 0.0 3516 348 ? S May29 0:00 /usr/sbin/smartd -q never 
root 2868 0.0 0.0 1664 316 tty1 Ss+ May29 0:00 /sbin/mingetty tty1 
root 2869 0.0 0.0 1664 316 tty2 Ss+ May29 0:00 /sbin/mingetty tty2 
root 2872 0.0 0.0 1664 316 tty3 Ss+ May29 0:00 /sbin/mingetty tty3 
root 2875 0.0 0.0 1664 316 tty4 Ss+ May29 0:00 /sbin/mingetty tty4 
root 2877 0.0 0.0 1664 316 tty5 Ss+ May29 0:00 /sbin/mingetty tty5 
root 2878 0.0 0.0 1664 316 tty6 Ss+ May29 0:00 /sbin/mingetty tty6 
root 2926 0.0 0.2 26108 2768 ? SN May29 0:02 /usr/bin/python -tt /usr/sbin/yum-updatesd 
root 2928 0.0 0.0 2564 628 ? SN May29 0:00 /usr/libexec/gam_server 
root 3012 0.0 0.2 9512 2636 ? S 08:45 0:00 sendmail: ./o51CGaSM001908 from queue 
root 3023 0.0 0.2 9932 2844 ? Ss 08:45 0:00 sshd: root at pts/0 
root 3026 0.0 0.1 4660 1436 pts/0 Ss 08:45 0:00 -bash 
root 3093 0.0 0.2 9432 2196 ? S 08:48 0:00 sendmail: ./o51CmDqe003090 from queue 
mail 3094 0.1 0.9 10808 8880 ? Ss 08:48 0:00 /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk --action correspond --url http://support.unimatrix.net 
mail 3095 0.2 0.9 10808 8844 ? Ss 08:48 0:00 /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk --action correspond --url http://support.unimatrix.net 
root 3097 0.0 0.2 9440 2212 ? S 08:48 0:00 sendmail: ./o51CmICW003096 from queue 
mail 3098 0.2 0.9 10808 8844 ? Ss 08:48 0:00 /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk --action correspond --url http://support.unimatrix.net 
root 3105 0.0 0.0 0 0 ? S 08:49 0:00 [pdflush] 
root 3107 0.0 0.2 9432 2136 ? S 08:49 0:00 sendmail: ./o51CnAWd003106 from queue 
mail 3108 0.3 0.9 10808 8844 ? Ss 08:49 0:00 /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk --action correspond --url http://support.unimatrix.net 
root 3111 0.0 0.0 0 0 ? S 08:50 0:00 [pdflush] 
root 3113 0.2 0.4 9568 4332 ? DN 08:50 0:00 /usr/bin/python -tt /usr/libexec/yum-updatesd-helper --check --dbus 
root 3114 0.0 0.0 4260 944 pts/0 R+ 08:51 0:00 ps -auxww 
root 22634 0.0 0.0 4868 484 ? S 02:12 0:00 /usr/sbin/nss_pcache off /etc/httpd/alias 
root 22636 0.0 1.0 118420 9916 ? Ssl 02:12 0:04 /usr/sbin/httpd 
apache 22641 4.7 7.3 211988 71428 ? D 02:12 19:01 /usr/sbin/httpd 
apache 22642 4.7 10.4 227944 101056 ? D 02:12 19:08 /usr/sbin/httpd 
apache 22643 4.9 7.0 212152 68752 ? D 02:12 19:38 /usr/sbin/httpd 
apache 22644 4.5 7.8 207620 75932 ? S 02:12 18:10 /usr/sbin/httpd 
apache 22645 4.3 7.7 218668 74904 ? D 02:12 17:15 /usr/sbin/httpd 
apache 22646 4.7 3.7 214824 36704 ? S 02:12 19:03 /usr/sbin/httpd 
apache 22647 4.9 7.9 210512 76936 ? S 02:12 19:43 /usr/sbin/httpd 
apache 22648 4.3 10.0 215600 97432 ? S 02:12 17:29 /usr/sbin/httpd 
apache 26071 7.8 11.4 216356 111292 ? S 04:45 19:17 /usr/sbin/httpd 

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

top - 08:48:04 up 2 days, 21:03, 1 user, load average: 6.04, 3.78, 2.64 
Tasks: 100 total, 2 running, 98 sleeping, 0 stopped, 0 zombie 
Cpu(s): 19.5%us, 1.1%sy, 0.2%ni, 33.1%id, 45.0%wa, 0.3%hi, 0.7%si, 0.0%st 
Mem: 970084k total, 960168k used, 9916k free, 2844k buffers 
Swap: 1966072k total, 983072k used, 983000k free, 30420k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 17 0 201m 49m 3076 D 1.2 5.2 1:09.12 httpd 
22642 apache 16 0 222m 59m 3116 D 1.2 6.3 19:04.86 httpd 
22644 apache 18 0 204m 74m 3116 D 1.2 7.9 18:08.90 httpd 
162 root 10 -5 0 0 0 D 0.0 0.0 6:51.52 kswapd0 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald 
1988 root 15 0 1976 356 340 R 0.0 0.0 0:04.13 hald-addon-stor 
3010 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3081 apache 17 0 8176 3060 2092 D 0.0 0.3 0:00.05 sendmail 
3082 root 15 0 2200 896 696 R 0.0 0.1 0:00.00 top 


top - 08:48:07 up 2 days, 21:04, 1 user, load average: 6.28, 3.86, 2.67 
Tasks: 101 total, 2 running, 99 sleeping, 0 stopped, 0 zombie 
Cpu(s): 29.9%us, 1.9%sy, 0.0%ni, 0.0%id, 66.4%wa, 0.3%hi, 1.6%si, 0.0%st 
Mem: 970084k total, 960012k used, 10072k free, 2848k buffers 
Swap: 1966072k total, 983092k used, 982980k free, 30928k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
22644 apache 18 0 204m 74m 3116 R 30.6 7.9 18:09.99 httpd 
1901 apache 17 0 201m 50m 3076 D 2.2 5.3 1:09.20 httpd 
3084 root 16 0 9276 2300 1564 D 1.4 0.2 0:00.05 sendmail 
22642 apache 16 0 222m 61m 3116 D 0.6 6.5 19:04.88 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.53 kswapd0 
3082 root 15 0 2208 992 784 R 0.3 0.1 0:00.01 top 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald 
3010 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
top - 08:48:10 up 2 days, 21:04, 1 user, load average: 6.66, 3.98, 2.71 
Tasks: 102 total, 2 running, 100 sleeping, 0 stopped, 0 zombie 
Cpu(s): 23.7%us, 2.3%sy, 0.0%ni, 0.0%id, 72.3%wa, 0.3%hi, 1.3%si, 0.0%st 
Mem: 970084k total, 959132k used, 10952k free, 2872k buffers 
Swap: 1966072k total, 983076k used, 982996k free, 31244k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
22644 apache 18 0 204m 75m 3116 D 20.6 8.0 18:10.61 httpd 
1901 apache 17 0 201m 52m 3076 D 2.7 5.5 1:09.28 httpd 
22642 apache 16 0 222m 63m 3116 D 0.7 6.7 19:04.90 httpd 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald 
3010 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush 
3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3082 root 15 0 2348 996 784 R 0.0 0.1 0:00.01 top 
3084 root 16 0 9276 2364 1616 D 0.0 0.2 0:00.05 sendmail 


top - 08:48:13 up 2 days, 21:04, 1 user, load average: 6.66, 3.98, 2.71 
Tasks: 101 total, 1 running, 100 sleeping, 0 stopped, 0 zombie 
Cpu(s): 6.6%us, 2.3%sy, 0.0%ni, 0.0%id, 88.7%wa, 1.0%hi, 1.3%si, 0.0%st 
Mem: 970084k total, 955480k used, 14604k free, 2920k buffers 
Swap: 1966072k total, 983036k used, 983036k free, 31000k cached 
PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 17 0 201m 53m 3076 D 2.7 5.7 1:09.36 httpd 
22642 apache 16 0 222m 65m 3116 D 1.0 6.9 19:04.93 httpd 
3085 apache 17 0 8176 3080 2116 D 0.7 0.3 0:00.05 sendmail 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.02 top 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald 
22647 apache 18 0 207m 76m 3124 D 0.0 8.1 19:43.79 httpd 


top - 08:48:16 up 2 days, 21:04, 1 user, load average: 6.52, 4.00, 2.73 
Tasks: 99 total, 3 running, 96 sleeping, 0 stopped, 0 zombie 
Cpu(s): 21.6%us, 5.0%sy, 0.0%ni, 0.0%id, 71.1%wa, 1.0%hi, 1.3%si, 0.0%st 
Mem: 970084k total, 949180k used, 20904k free, 3044k buffers 
Swap: 1966072k total, 982932k used, 983140k free, 29604k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
3094 mail 19 0 7352 5544 1704 R 6.3 0.6 0:00.19 rt-mailgate 
1901 apache 17 0 201m 56m 3076 D 6.0 5.9 1:09.54 httpd 
22642 apache 16 0 222m 70m 3116 D 3.3 7.5 19:05.03 httpd 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.03 top 
3016 mail 16 0 10808 8664 1940 R 0.0 0.9 0:00.30 rt-mailgate 


top - 08:48:19 up 2 days, 21:04, 1 user, load average: 6.48, 4.03, 2.74 
Tasks: 99 total, 3 running, 96 sleeping, 0 stopped, 0 zombie 
Cpu(s): 21.7%us, 3.0%sy, 0.0%ni, 0.0%id, 74.0%wa, 0.3%hi, 1.0%si, 0.0%st 
Mem: 970084k total, 956980k used, 13104k free, 3084k buffers 
Swap: 1966072k total, 983140k used, 982932k free, 30380k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 17 0 201m 57m 3076 D 2.7 6.1 1:09.62 httpd 
22642 apache 16 0 222m 73m 3116 D 2.3 7.8 19:05.10 httpd 
162 root 11 -5 0 0 0 D 0.3 0.0 6:51.59 kswapd0 
22641 apache 18 0 208m 10m 3116 D 0.3 1.1 19:00.45 httpd 
3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.03 top 
3096 root 15 0 9300 2512 1712 R 0.0 0.3 0:00.00 sendmail 
22645 apache 16 0 211m 10m 3124 R 0.0 1.1 17:13.98 httpd 


top - 08:48:22 up 2 days, 21:04, 1 user, load average: 6.48, 4.03, 2.74 
Tasks: 99 total, 2 running, 97 sleeping, 0 stopped, 0 zombie 
Cpu(s): 3.0%us, 1.1%sy, 0.0%ni, 0.0%id, 93.8%wa, 0.5%hi, 1.6%si, 0.0%st 
Mem: 970084k total, 960256k used, 9828k free, 3092k buffers 
Swap: 1966072k total, 983036k used, 983036k free, 30920k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
3096 root 16 0 9300 2512 1712 D 2.3 0.3 0:00.07 sendmail 
22642 apache 16 0 222m 75m 3116 D 1.7 8.0 19:05.15 httpd 
1901 apache 17 0 201m 58m 3076 D 1.0 6.2 1:09.65 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.60 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.04 top 
22641 apache 18 0 208m 11m 3116 D 0.3 1.2 19:00.46 httpd 
22645 apache 16 0 211m 10m 3124 D 0.3 1.1 17:13.99 httpd 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald 
3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush 


top - 08:48:26 up 2 days, 21:04, 1 user, load average: 6.68, 4.11, 2.78 
Tasks: 99 total, 2 running, 97 sleeping, 0 stopped, 0 zombie 
Cpu(s): 4.3%us, 1.3%sy, 0.0%ni, 0.0%id, 93.3%wa, 0.3%hi, 0.7%si, 0.0%st 
Mem: 970084k total, 960216k used, 9868k free, 3092k buffers 
Swap: 1966072k total, 983072k used, 983000k free, 30996k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 17 0 201m 59m 3076 D 2.4 6.3 1:09.74 httpd 
22642 apache 16 0 222m 77m 3116 D 1.6 8.2 19:05.21 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.61 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.05 top 
22645 apache 16 0 211m 11m 3124 D 0.3 1.2 17:14.00 httpd 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3097 root 18 0 9300 1760 928 D 0.0 0.2 0:00.00 sendmail 
22641 apache 18 0 208m 11m 3116 R 0.0 1.2 19:00.46 httpd 


top - 08:48:29 up 2 days, 21:04, 1 user, load average: 6.68, 4.11, 2.78 
Tasks: 99 total, 1 running, 98 sleeping, 0 stopped, 0 zombie 
Cpu(s): 4.0%us, 1.0%sy, 0.0%ni, 0.0%id, 93.7%wa, 0.3%hi, 1.0%si, 0.0%st 
Mem: 970084k total, 960192k used, 9892k free, 3092k buffers 
Swap: 1966072k total, 983160k used, 982912k free, 30960k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 17 0 201m 60m 3076 D 2.7 6.4 1:09.82 httpd 
22642 apache 16 0 222m 78m 3116 D 1.0 8.3 19:05.24 httpd 
162 root 10 -5 0 0 0 D 0.7 0.0 6:51.63 kswapd0 
22645 apache 16 0 211m 11m 3124 D 0.3 1.2 17:14.01 httpd 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.05 top 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3097 root 18 0 9300 1764 932 D 0.0 0.2 0:00.00 sendmail 
22641 apache 18 0 208m 12m 3116 D 0.0 1.3 19:00.46 httpd 


top - 08:48:32 up 2 days, 21:04, 1 user, load average: 6.87, 4.19, 2.81 
Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie 
Cpu(s): 12.3%us, 2.7%sy, 0.0%ni, 0.0%id, 83.0%wa, 0.3%hi, 1.7%si, 0.0%st 
Mem: 970084k total, 960100k used, 9984k free, 3028k buffers 
Swap: 1966072k total, 983072k used, 983000k free, 31044k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
3098 mail 18 0 7352 5504 1656 D 6.7 0.6 0:00.20 rt-mailgate 
1901 apache 18 0 201m 61m 3076 D 4.3 6.5 1:09.95 httpd 
22642 apache 16 0 222m 80m 3116 D 1.7 8.5 19:05.29 httpd 
162 root 10 -5 0 0 0 D 0.7 0.0 6:51.65 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.06 top 
22641 apache 18 0 208m 12m 3116 D 0.3 1.3 19:00.47 httpd 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
22645 apache 16 0 211m 11m 3124 D 0.0 1.2 17:14.01 httpd 


top - 08:48:35 up 2 days, 21:04, 1 user, load average: 7.12, 4.29, 2.85 
Tasks: 100 total, 2 running, 98 sleeping, 0 stopped, 0 zombie 
Cpu(s): 9.9%us, 1.7%sy, 0.0%ni, 0.0%id, 86.8%wa, 0.3%hi, 1.3%si, 0.0%st 
Mem: 970084k total, 960128k used, 9956k free, 3028k buffers 
Swap: 1966072k total, 983036k used, 983036k free, 30988k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 18 0 201m 62m 3076 D 4.0 6.6 1:10.07 httpd 
22642 apache 16 0 222m 81m 3116 D 1.3 8.6 19:05.33 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.66 kswapd0 
22641 apache 18 0 208m 12m 3116 D 0.3 1.4 19:00.48 httpd 
22645 apache 16 0 211m 12m 3124 D 0.3 1.3 17:14.02 httpd 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.06 top 
3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush 
22643 apache 16 0 207m 12m 3116 D 0.0 1.3 19:36.90 httpd 


top - 08:48:38 up 2 days, 21:04, 1 user, load average: 7.12, 4.29, 2.85 
Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie 
Cpu(s): 7.3%us, 1.3%sy, 0.0%ni, 0.0%id, 90.0%wa, 0.3%hi, 1.0%si, 0.0%st 
Mem: 970084k total, 959856k used, 10228k free, 3024k buffers 
Swap: 1966072k total, 985244k used, 980828k free, 31032k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 18 0 201m 62m 3076 D 6.3 6.6 1:10.26 httpd 
22642 apache 16 0 222m 82m 3116 D 1.7 8.7 19:05.38 httpd 
162 root 10 -5 0 0 0 D 0.7 0.0 6:51.68 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.07 top 
22641 apache 18 0 208m 13m 3116 D 0.3 1.4 19:00.49 httpd 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
22643 apache 16 0 207m 12m 3116 D 0.0 1.3 19:36.90 httpd 
22645 apache 16 0 211m 12m 3124 D 0.0 1.3 17:14.02 httpd 


top - 08:48:41 up 2 days, 21:04, 1 user, load average: 7.27, 4.37, 2.88 
Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie 
Cpu(s): 10.3%us, 1.3%sy, 0.0%ni, 0.0%id, 87.0%wa, 0.3%hi, 1.0%si, 0.0%st 
Mem: 970084k total, 959516k used, 10568k free, 3016k buffers 
Swap: 1966072k total, 983232k used, 982840k free, 31028k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 18 0 201m 62m 3076 D 9.0 6.6 1:10.53 httpd 
22642 apache 17 0 222m 83m 3116 D 1.7 8.8 19:05.43 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.69 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.08 top 
22643 apache 16 0 207m 12m 3116 D 0.3 1.4 19:36.91 httpd 
22645 apache 16 0 211m 13m 3124 D 0.3 1.4 17:14.03 httpd 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
22641 apache 18 0 208m 13m 3116 D 0.0 1.4 19:00.49 httpd 


top - 08:48:44 up 2 days, 21:04, 1 user, load average: 7.27, 4.37, 2.88 
Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie 
Cpu(s): 14.0%us, 1.3%sy, 0.0%ni, 0.0%id, 83.4%wa, 0.3%hi, 1.0%si, 0.0%st 
Mem: 970084k total, 959932k used, 10152k free, 3012k buffers 
Swap: 1966072k total, 983124k used, 982948k free, 31024k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 18 0 201m 63m 3076 D 13.2 6.7 1:10.93 httpd 
22642 apache 17 0 222m 84m 3116 D 1.0 8.9 19:05.46 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.70 kswapd0 
22641 apache 16 0 208m 14m 3116 D 0.3 1.5 19:00.50 httpd 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.08 top 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
22643 apache 16 0 207m 13m 3116 D 0.0 1.4 19:36.91 httpd 


top - 08:48:47 up 2 days, 21:04, 1 user, load average: 7.33, 4.43, 2.91 
Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie 
Cpu(s): 41.9%us, 1.7%sy, 0.0%ni, 0.0%id, 54.5%wa, 0.7%hi, 1.3%si, 0.0%st 
Mem: 970084k total, 960020k used, 10064k free, 2992k buffers 
Swap: 1966072k total, 983036k used, 983036k free, 31048k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 18 0 201m 63m 3076 D 41.9 6.7 1:12.19 httpd 
22642 apache 17 0 222m 84m 3116 D 1.0 9.0 19:05.49 httpd 
22643 apache 16 0 207m 13m 3116 D 0.7 1.4 19:36.93 httpd 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.09 top 
162 root 10 -5 0 0 0 D 0.0 0.0 6:51.70 kswapd0 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
22641 apache 16 0 208m 14m 3116 D 0.0 1.5 19:00.50 httpd 
22645 apache 16 0 211m 14m 3124 D 0.0 1.5 17:14.04 httpd 

top - 08:48:50 up 2 days, 21:04, 1 user, load average: 7.46, 4.50, 2.94 
Tasks: 101 total, 3 running, 98 sleeping, 0 stopped, 0 zombie 
Cpu(s): 3.2%us, 1.7%sy, 0.0%ni, 0.0%id, 93.1%wa, 0.3%hi, 1.7%si, 0.0%st 
Mem: 970084k total, 960184k used, 9900k free, 2992k buffers 
Swap: 1966072k total, 984032k used, 982040k free, 31180k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 18 0 201m 64m 3076 D 2.0 6.8 1:12.25 httpd 
22642 apache 17 0 222m 85m 3116 R 1.0 9.0 19:05.52 httpd 
162 root 10 -5 0 0 0 D 0.7 0.0 6:51.72 kswapd0 
22645 apache 16 0 211m 14m 3124 D 0.7 1.6 17:14.06 httpd 
22641 apache 16 0 208m 15m 3116 D 0.3 1.6 19:00.51 httpd 
367 root 11 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald 
3080 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush 
3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.09 top 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
22643 apache 16 0 207m 13m 3116 D 0.0 1.4 19:36.93 httpd 


top - 08:48:53 up 2 days, 21:04, 1 user, load average: 7.46, 4.50, 2.94 
Tasks: 101 total, 1 running, 100 sleeping, 0 stopped, 0 zombie 
Cpu(s): 5.3%us, 1.7%sy, 0.0%ni, 0.0%id, 91.7%wa, 0.7%hi, 0.7%si, 0.0%st 
Mem: 970084k total, 960156k used, 9928k free, 2992k buffers 
Swap: 1966072k total, 983068k used, 983004k free, 31464k cached 
PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
1901 apache 18 0 201m 64m 3076 D 3.5 6.9 1:12.37 httpd 
22642 apache 17 0 222m 85m 3116 D 1.4 9.1 19:05.57 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.73 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.10 top 
22641 apache 16 0 208m 15m 3116 D 0.3 1.7 19:00.52 httpd 
22643 apache 16 0 207m 14m 3116 D 0.3 1.5 19:36.94 httpd 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
22645 apache 16 0 211m 15m 3124 D 0.0 1.6 17:14.06 httpd 


top - 08:48:56 up 2 days, 21:04, 1 user, load average: 7.50, 4.56, 2.97 
Tasks: 101 total, 3 running, 98 sleeping, 0 stopped, 0 zombie 
Cpu(s): 1.2%us, 0.9%sy, 0.0%ni, 0.0%id, 96.5%wa, 0.6%hi, 0.9%si, 0.0%st 
Mem: 970084k total, 960380k used, 9704k free, 2936k buffers 
Swap: 1966072k total, 983044k used, 983028k free, 31392k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
22642 apache 17 0 222m 86m 3116 D 1.0 9.1 19:05.60 httpd 
162 root 10 -5 0 0 0 D 0.3 0.0 6:51.74 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.11 top 
22643 apache 16 0 207m 14m 3116 D 0.3 1.5 19:36.95 httpd 
22645 apache 16 0 211m 15m 3124 D 0.3 1.6 17:14.07 httpd 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald 
3080 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush 
3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush 
3099 apache 17 0 8172 3052 2092 D 0.0 0.3 0:00.04 sendmail 
22641 apache 16 0 208m 16m 3116 D 0.0 1.7 19:00.52 httpd 


top - 08:49:00 up 2 days, 21:04, 1 user, load average: 7.62, 4.63, 3.00 
Tasks: 101 total, 2 running, 99 sleeping, 0 stopped, 0 zombie 
Cpu(s): 1.7%us, 1.0%sy, 0.0%ni, 0.0%id, 95.3%wa, 0.3%hi, 1.7%si, 0.0%st 
Mem: 970084k total, 959064k used, 11020k free, 2936k buffers 
Swap: 1966072k total, 983532k used, 982540k free, 31148k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
22642 apache 17 0 222m 86m 3116 D 1.4 9.2 19:05.65 httpd 
22643 apache 16 0 207m 15m 3116 D 0.3 1.6 19:36.96 httpd 
22645 apache 16 0 211m 16m 3124 D 0.3 1.7 17:14.08 httpd 
3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.11 top 
3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush 
3099 apache 17 0 8172 3076 2116 R 0.0 0.3 0:00.04 sendmail 
22641 apache 16 0 208m 16m 3116 D 0.0 1.8 19:00.52 httpd 


top - 08:49:03 up 2 days, 21:04, 1 user, load average: 7.62, 4.63, 3.00 
Tasks: 103 total, 2 running, 101 sleeping, 0 stopped, 0 zombie 
Cpu(s): 3.7%us, 1.7%sy, 0.0%ni, 0.0%id, 93.3%wa, 0.3%hi, 1.0%si, 0.0%st 
Mem: 970084k total, 959560k used, 10524k free, 2928k buffers 
Swap: 1966072k total, 983440k used, 982632k free, 30496k cached 

PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 
22642 apache 17 0 222m 87m 3116 D 2.0 9.2 19:05.71 httpd 
3102 root 16 0 9276 2300 1564 D 1.3 0.2 0:00.04 sendmail 
162 root 10 -5 0 0 0 D 0.7 0.0 6:51.77 kswapd0 
3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.12 top 
22641 apache 16 0 208m 17m 3116 D 0.3 1.8 19:00.53 httpd 
22643 apache 16 0 207m 15m 3116 D 0.3 1.7 19:36.97 httpd 
367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald 
22645 apache 16 0 211m 16m 3124 R 0.0 1.7 17:14.08 httpd 

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

[root at support ~]# mailq 
/var/spool/mqueue (6 requests) 
-----Q-ID----- --Size-- -----Q-Time----- ------------Sender/Recipient----------- 
o51Cxkw2003214 8112 Tue Jun 1 08:59 <jay at centritech.net> 
7BIT (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) 
"|/etc/smrsh/rt-mailgate --queue 'ccs: 
o51CuKTF003192 633211 Tue Jun 1 08:56 <> 
7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client helpdesk' --ac) 
"|/etc/smrsh/rt-mailgate --queue 'umx: 
o51CGaSM001908 1170766 Tue Jun 1 08:16 <> 
7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client helpdesk' --ac) 
"|/etc/smrsh/rt-mailgate --queue 'umx: 
o51CuIdl003186 1355798 Tue Jun 1 08:56 <> 
7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client helpdesk' --ac) 
"|/etc/smrsh/rt-mailgate --queue 'umx: 
o51Ckond003072 3612709 Tue Jun 1 08:46 <> 
7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client helpdesk' --ac) 
"|/etc/smrsh/rt-mailgate --queue 'umx: 
o51CutnV003202 3618441 Tue Jun 1 08:56 <> 
7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client helpdesk' --ac) 
"|/etc/smrsh/rt-mailgate --queue 'umx: 
Total requests: 6 
[root at support ~]# 

-------------- next part --------------
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From eriks at centritech.net  Tue Jun  1 09:03:50 2010
From: eriks at centritech.net (Eriks Goodwin-Pfister)
Date: Tue, 1 Jun 2010 09:03:50 -0400 (EDT)
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <4C050481.7000300@infineon.com>
Message-ID: <1853036315.8923.1275397430708.JavaMail.root@zim.centritech.net>

[root at support ~]# vmstat 5
procs -----------memory---------- ---swap-- -----io---- --system-- -----cpu------
 r  b   swpd   free   buff  cache   si   so    bi    bo   in   cs us sy id wa st
 0  2 983748  48248   3472  14964  556  259   605   448    1   59 20  2 33 45  0
 1  2 983572  17100   2824  22092 2367  501  2367  2045 1276  866 45  9  0 47  0
 0  2 983036  18208   2936  22112 1085   73  1101   611 1359  375 27  5  0 68  0
 0  2 983036  11340   2944  22488 1306    0  1306   265 1199  442 22  2  0 77  0
 0  3 983748  11296   2596  22656  790  650   793   861 1252  373 39  6  0 55  0
 0  3 983340  11144   2640  21908  887  234   914   487 1346  445 13  4  0 83  0
 1  2 983036  11208   2536  22268  659   49   659   249 1142  284 46  2  0 52  0
 0  3 983616  11428   2236  22188  911  581   970  1010 1392  512 19  4  0 76  0
 0  2 983836  12452   2236  22548  640  739   640   962 1224  335 19  3  0 78  0
 0  2 983136  11516   2184  22596  824  428   824   566 1241  357  5  2  0 92  0
 3  1 983036  11216   1928  21544  802  482   802   508 1218  278 18  2  0 80  0
 0  4 984124  12052   1944  22168  630 1196   630  1413 1283  270 23  3  0 74  0
 1  1 983828  14684   2080  21628  506  548   546   842 1347  354 22  4  0 74  0
 1  2 983228  11896   2096  22312  973  440   973   718 1204  378 25  3  0 72  0
 0  2 983036  15360   2136  22060  430  294   430   586 1177  252 39  3  0 59  0
 0  2 983036  13252   2212  22516  628    0   628   190 1271  372 39  3  0 57  0
 0  1 983036  23836   2296  21768  597   17   597   622 1216  331 53  4  0 43  0
 0  2 983036  11968   2360  23068  765    0   814   167 1215  376 42  3  0 55  0



----- Original Message -----
From: "Richard Skelton" <Richard.Skelton at infineon.com>
To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
Sent: Tuesday, June 1, 2010 9:00:49 AM
Subject: Re: [rt-users] CPU Wait Maxed Out

Hi Eriks,
You have run out of memory.
What does vmstat 5 show?

Eriks Goodwin-Pfister wrote:
> That's the kicker, nothing looks "abnormal" in the top listing or
> processes to me. Perhaps you see something I don't?
>
> I have included:
> 1) results of "ps -auxww"
> 2) results of "top -b -i -n 20 >> ./top_procs"
> 3) odd entries in "mailq"
>
> Thanks in advance for any more advice...
>
> --Eriks
>
> ======================================
>
> [root at support ~]# ps -auxww
> Warning: bad syntax, perhaps a bogus '-'? See
> /usr/share/doc/procps-3.2.7/FAQ USER PID %CPU %MEM VSZ RSS TTY STAT
> START TIME COMMAND
> root 1 0.0 0.0 2072 512 ? Ss May29 0:01 init
> [3] root 2 0.0 0.0 0 0 ? S< May29 0:00
> [migration/0] root 3 0.0 0.0 0 0 ? SN May29 0:00
> [ksoftirqd/0] root 4 0.0 0.0 0 0 ? S< May29 0:00
> [watchdog/0] root 5 0.0 0.0 0 0 ? S< May29 0:00
> [events/0] root 6 0.0 0.0 0 0 ? S< May29 0:00 [khelper]
> root 7 0.0 0.0 0 0 ? S< May29 0:00 [kthread]
> root 10 0.0 0.0 0 0 ? S< May29 0:16
> [kblockd/0] root 11 0.0 0.0 0 0 ? S< May29 0:00 [kacpid]
> root 93 0.0 0.0 0 0 ? S< May29 0:00
> [cqueue/0] root 96 0.0 0.0 0 0 ? S< May29 0:00 [khubd]
> root 98 0.0 0.0 0 0 ? S< May29 0:00 [kseriod]
> root 159 0.0 0.0 0 0 ? S May29 0:00
> [khungtaskd] root 162 0.1 0.0 0 0 ? S< May29 6:52 [kswapd0]
> root 163 0.0 0.0 0 0 ? S< May29 0:00 [aio/0]
> root 315 0.0 0.0 0 0 ? S< May29 0:00
> [kpsmoused] root 337 0.0 0.0 0 0 ? S< May29 0:00 [ata/0]
> root 338 0.0 0.0 0 0 ? S< May29 0:00 [ata_aux]
> root 341 0.0 0.0 0 0 ? S< May29 0:00
> [scsi_eh_0] root 342 0.0 0.0 0 0 ? S< May29 0:00
> [scsi_eh_1] root 347 0.0 0.0 0 0 ? S< May29 0:00
> [kstriped] root 356 0.0 0.0 0 0 ? S< May29 0:00 [ksnapd]
> root 367 0.0 0.0 0 0 ? D< May29 0:38
> [kjournald] root 392 0.0 0.0 0 0 ? S< May29 0:00 [kauditd]
> root 425 0.0 0.0 2280 364 ? S<s May29 0:00
> /sbin/udevd -d
> apache 630 4.9 4.7 213088 46192 ? D 07:45 3:16
> /usr/sbin/httpd root 1139 0.0 0.0 0 0 ? S< May29 0:00
> [kmpathd/0] root 1140 0.0 0.0 0 0 ? S< May29 0:00
> [kmpath_handlerd] root 1162 0.0 0.0 0 0 ? S< May29 0:00
> [kjournald] root 1682 0.0 0.0 12520 596 ? S<sl May29 0:00 auditd
> root 1684 0.0 0.0 13100 600 ? S<sl May29 0:00
> /sbin/audispd root 1714 0.0 0.0 1728 492 ? Ss May29 0:04
> syslogd -m 0
> root 1717 0.0 0.0 1680 312 ? Ss May29 0:00 klogd -x
> root 1753 0.0 0.0 0 0 ? S< May29 0:29
> [kondemand/0] rpc 1788 0.0 0.0 1816 376 ? Ss May29 0:00 portmap
> root 1818 0.0 0.0 0 0 ? S< May29 0:00
> [rpciod/0] rpcuser 1824 0.0 0.0 1868 480 ? Ss May29 0:00 rpc.statd
> root 1856 0.0 0.0 5820 228 ? Ss May29 0:00
> rpc.idmapd dbus 1879 0.0 0.0 2748 764 ? Ss May29 0:00
> dbus-daemon --system
> root 1892 0.0 0.0 2172 396 ? Ss May29 0:00
> /usr/sbin/hcid root 1898 0.0 0.0 1748 372 ? Ss May29 0:00
> /usr/sbin/sdpd apache 1901 3.4 6.7 204920 65568 ? S 08:16 1:12
> /usr/sbin/httpd apache 1902 1.1 3.0 137472 29992 ? S 08:16 0:23
> /usr/sbin/httpd apache 1903 2.1 2.2 208788 22224 ? S 08:16 0:45
> /usr/sbin/httpd root 1919 0.0 0.0 0 0 ? S< May29 0:00
> [krfcommd] root 1941 0.0 0.0 12868 548 ? Ssl May29 0:00 pcscd
> root 1955 0.0 0.0 1676 376 ? Ss May29 0:00
> /usr/sbin/acpid 68 1972 0.0 0.1 5628 992 ? Ss May29 0:00 hald
> root 1973 0.0 0.0 3164 496 ? S May29 0:00
> hald-runner 68 1980 0.0 0.0 2020 472 ? S May29 0:00
> hald-addon-acpi: listening on acpid socket /var/run/acpid.socket
> root 1988 0.0 0.0 1976 356 ? S May29 0:04
> hald-addon-storage: polling /dev/hdc
> root 2008 0.0 0.0 1916 348 ? Ss May29 0:00
> /usr/bin/hidd --server
> root 2032 0.0 0.0 27260 720 ? Ssl May29 0:00 automount
> root 2056 0.0 0.0 7080 672 ? Ss May29 0:00
> /usr/sbin/sshd root 2069 0.0 0.0 10128 676 ? Ss May29 0:00 cupsd
> root 2109 0.0 0.0 4536 504 ? S May29 0:00
> /bin/sh /usr/bin/mysqld_safe --datadir=/var/lib/mysql
> --socket=/var/lib/mysql/mysql.sock --log-error=/var/log/mysqld.log
> --pid-file=/var/run/mysqld/mysqld.pid --user=mysql
> mysql 2159 0.0 0.3 149024 3716 ? Sl May29 0:18
> /usr/libexec/mysqld --basedir=/usr --datadir=/var/lib/mysql
> --user=mysql --pid-file=/var/run/mysqld/mysqld.pid
> --skip-external-locking --socket=/var/lib/mysql/mysql.sock
> root 2196 0.0 0.0 9232 948 ? Ss May29 0:07
> sendmail: accepting connections
> smmsp 2204 0.0 0.0 8148 688 ? Ss May29 0:00
> sendmail: Queue runner at 01:00:00 for /var/spool/clientmqueue
> root 2218 0.0 0.0 1908 244 ? Ss May29 0:00 gpm
> -m /dev/input/mice -t exps2
> root 2286 0.0 0.0 5292 552 ? Ss May29 0:00 crond
> xfs 2309 0.0 0.0 3168 524 ? Ss May29 0:00 xfs
> -droppriv -daemon
> root 2334 0.0 0.0 2268 336 ? Ss May29 0:00
> /usr/sbin/atd avahi 2360 0.0 0.0 2600 560 ? Ss May29 0:00
> avahi-daemon: running [support.local]
> avahi 2361 0.0 0.0 2600 116 ? Ss May29 0:00
> avahi-daemon: chroot helper
> root 2861 0.0 0.0 3516 348 ? S May29 0:00
> /usr/sbin/smartd -q never
> root 2868 0.0 0.0 1664 316 tty1 Ss+ May29 0:00
> /sbin/mingetty tty1
> root 2869 0.0 0.0 1664 316 tty2 Ss+ May29 0:00
> /sbin/mingetty tty2
> root 2872 0.0 0.0 1664 316 tty3 Ss+ May29 0:00
> /sbin/mingetty tty3
> root 2875 0.0 0.0 1664 316 tty4 Ss+ May29 0:00
> /sbin/mingetty tty4
> root 2877 0.0 0.0 1664 316 tty5 Ss+ May29 0:00
> /sbin/mingetty tty5
> root 2878 0.0 0.0 1664 316 tty6 Ss+ May29 0:00
> /sbin/mingetty tty6
> root 2926 0.0 0.2 26108 2768 ? SN May29 0:02
> /usr/bin/python -tt /usr/sbin/yum-updatesd
> root 2928 0.0 0.0 2564 628 ? SN May29 0:00
> /usr/libexec/gam_server root 3012 0.0 0.2 9512 2636 ? S 08:45 0:00
> sendmail: ./o51CGaSM001908 from queue
> root 3023 0.0 0.2 9932 2844 ? Ss 08:45 0:00 sshd:
> root at pts/0 root 3026 0.0 0.1 4660 1436 pts/0 Ss 08:45 0:00 -bash
> root 3093 0.0 0.2 9432 2196 ? S 08:48 0:00
> sendmail: ./o51CmDqe003090 from queue
> mail 3094 0.1 0.9 10808 8880 ? Ss 08:48 0:00
> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
> --action correspond --url http://support.unimatrix.net
> mail 3095 0.2 0.9 10808 8844 ? Ss 08:48 0:00
> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
> --action correspond --url http://support.unimatrix.net
> root 3097 0.0 0.2 9440 2212 ? S 08:48 0:00
> sendmail: ./o51CmICW003096 from queue
> mail 3098 0.2 0.9 10808 8844 ? Ss 08:48 0:00
> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
> --action correspond --url http://support.unimatrix.net
> root 3105 0.0 0.0 0 0 ? S 08:49 0:00 [pdflush]
> root 3107 0.0 0.2 9432 2136 ? S 08:49 0:00
> sendmail: ./o51CnAWd003106 from queue
> mail 3108 0.3 0.9 10808 8844 ? Ss 08:49 0:00
> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
> --action correspond --url http://support.unimatrix.net
> root 3111 0.0 0.0 0 0 ? S 08:50 0:00 [pdflush]
> root 3113 0.2 0.4 9568 4332 ? DN 08:50 0:00
> /usr/bin/python -tt /usr/libexec/yum-updatesd-helper --check --dbus
> root 3114 0.0 0.0 4260 944 pts/0 R+ 08:51 0:00 ps -auxww
> root 22634 0.0 0.0 4868 484 ? S 02:12 0:00
> /usr/sbin/nss_pcache off /etc/httpd/alias
> root 22636 0.0 1.0 118420 9916 ? Ssl 02:12 0:04
> /usr/sbin/httpd apache 22641 4.7 7.3 211988 71428 ? D 02:12 19:01
> /usr/sbin/httpd apache 22642 4.7 10.4 227944 101056 ? D 02:12 19:08
> /usr/sbin/httpd apache 22643 4.9 7.0 212152 68752 ? D 02:12 19:38
> /usr/sbin/httpd apache 22644 4.5 7.8 207620 75932 ? S 02:12 18:10
> /usr/sbin/httpd apache 22645 4.3 7.7 218668 74904 ? D 02:12 17:15
> /usr/sbin/httpd apache 22646 4.7 3.7 214824 36704 ? S 02:12 19:03
> /usr/sbin/httpd apache 22647 4.9 7.9 210512 76936 ? S 02:12 19:43
> /usr/sbin/httpd apache 22648 4.3 10.0 215600 97432 ? S 02:12 17:29
> /usr/sbin/httpd apache 26071 7.8 11.4 216356 111292 ? S 04:45 19:17
> /usr/sbin/httpd
>
> ======================================
>
> top - 08:48:04 up 2 days, 21:03, 1 user, load average: 6.04, 3.78,
> 2.64
> Tasks: 100 total, 2 running, 98 sleeping, 0 stopped, 0 zombie
> Cpu(s): 19.5%us, 1.1%sy, 0.2%ni, 33.1%id, 45.0%wa, 0.3%hi,
> 0.7%si, 0.0%st
> Mem: 970084k total, 960168k used, 9916k free, 2844k buffers
> Swap: 1966072k total, 983072k used, 983000k free, 30420k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 17 0 201m 49m 3076 D 1.2 5.2 1:09.12 httpd
> 22642 apache 16 0 222m 59m 3116 D 1.2 6.3 19:04.86 httpd
> 22644 apache 18 0 204m 74m 3116 D 1.2 7.9 18:08.90 httpd
>   162 root 10 -5 0 0 0 D 0.0 0.0 6:51.52 kswapd0
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
>  1988 root 15 0 1976 356 340 R 0.0 0.0 0:04.13
> hald-addon-stor
>  3010 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3081 apache 17 0 8176 3060 2092 D 0.0 0.3 0:00.05 sendmail
>  3082 root 15 0 2200 896 696 R 0.0 0.1 0:00.00 top
>
>
> top - 08:48:07 up 2 days, 21:04, 1 user, load average: 6.28, 3.86,
> 2.67
> Tasks: 101 total, 2 running, 99 sleeping, 0 stopped, 0 zombie
> Cpu(s): 29.9%us, 1.9%sy, 0.0%ni, 0.0%id, 66.4%wa, 0.3%hi,
> 1.6%si, 0.0%st
> Mem: 970084k total, 960012k used, 10072k free, 2848k buffers
> Swap: 1966072k total, 983092k used, 982980k free, 30928k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
> 22644 apache 18 0 204m 74m 3116 R 30.6 7.9 18:09.99 httpd
>  1901 apache 17 0 201m 50m 3076 D 2.2 5.3 1:09.20 httpd
>  3084 root 16 0 9276 2300 1564 D 1.4 0.2 0:00.05 sendmail
> 22642 apache 16 0 222m 61m 3116 D 0.6 6.5 19:04.88 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.53 kswapd0
>  3082 root 15 0 2208 992 784 R 0.3 0.1 0:00.01 top
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
>  3010 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> top - 08:48:10 up 2 days, 21:04, 1 user, load average: 6.66, 3.98,
> 2.71
> Tasks: 102 total, 2 running, 100 sleeping, 0 stopped, 0 zombie
> Cpu(s): 23.7%us, 2.3%sy, 0.0%ni, 0.0%id, 72.3%wa, 0.3%hi,
> 1.3%si, 0.0%st
> Mem: 970084k total, 959132k used, 10952k free, 2872k buffers
> Swap: 1966072k total, 983076k used, 982996k free, 31244k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
> 22644 apache 18 0 204m 75m 3116 D 20.6 8.0 18:10.61 httpd
>  1901 apache 17 0 201m 52m 3076 D 2.7 5.5 1:09.28 httpd
> 22642 apache 16 0 222m 63m 3116 D 0.7 6.7 19:04.90 httpd
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
>  3010 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>  3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3082 root 15 0 2348 996 784 R 0.0 0.1 0:00.01 top
>  3084 root 16 0 9276 2364 1616 D 0.0 0.2 0:00.05 sendmail
>
>
> top - 08:48:13 up 2 days, 21:04, 1 user, load average: 6.66, 3.98,
> 2.71
> Tasks: 101 total, 1 running, 100 sleeping, 0 stopped, 0 zombie
> Cpu(s): 6.6%us, 2.3%sy, 0.0%ni, 0.0%id, 88.7%wa, 1.0%hi,
> 1.3%si, 0.0%st
> Mem: 970084k total, 955480k used, 14604k free, 2920k buffers
> Swap: 1966072k total, 983036k used, 983036k free, 31000k cached
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 17 0 201m 53m 3076 D 2.7 5.7 1:09.36 httpd
> 22642 apache 16 0 222m 65m 3116 D 1.0 6.9 19:04.93 httpd
>  3085 apache 17 0 8176 3080 2116 D 0.7 0.3 0:00.05 sendmail
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.02 top
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
> 22647 apache 18 0 207m 76m 3124 D 0.0 8.1 19:43.79 httpd
>
>
> top - 08:48:16 up 2 days, 21:04, 1 user, load average: 6.52, 4.00,
> 2.73
> Tasks: 99 total, 3 running, 96 sleeping, 0 stopped, 0 zombie
> Cpu(s): 21.6%us, 5.0%sy, 0.0%ni, 0.0%id, 71.1%wa, 1.0%hi,
> 1.3%si, 0.0%st
> Mem: 970084k total, 949180k used, 20904k free, 3044k buffers
> Swap: 1966072k total, 982932k used, 983140k free, 29604k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  3094 mail 19 0 7352 5544 1704 R 6.3 0.6 0:00.19 rt-mailgate
>  1901 apache 17 0 201m 56m 3076 D 6.0 5.9 1:09.54 httpd
> 22642 apache 16 0 222m 70m 3116 D 3.3 7.5 19:05.03 httpd
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.03 top
>  3016 mail 16 0 10808 8664 1940 R 0.0 0.9 0:00.30 rt-mailgate
>
>
> top - 08:48:19 up 2 days, 21:04, 1 user, load average: 6.48, 4.03,
> 2.74
> Tasks: 99 total, 3 running, 96 sleeping, 0 stopped, 0 zombie
> Cpu(s): 21.7%us, 3.0%sy, 0.0%ni, 0.0%id, 74.0%wa, 0.3%hi,
> 1.0%si, 0.0%st
> Mem: 970084k total, 956980k used, 13104k free, 3084k buffers
> Swap: 1966072k total, 983140k used, 982932k free, 30380k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 17 0 201m 57m 3076 D 2.7 6.1 1:09.62 httpd
> 22642 apache 16 0 222m 73m 3116 D 2.3 7.8 19:05.10 httpd
>   162 root 11 -5 0 0 0 D 0.3 0.0 6:51.59 kswapd0
> 22641 apache 18 0 208m 10m 3116 D 0.3 1.1 19:00.45 httpd
>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.03 top
>  3096 root 15 0 9300 2512 1712 R 0.0 0.3 0:00.00 sendmail
> 22645 apache 16 0 211m 10m 3124 R 0.0 1.1 17:13.98 httpd
>
>
> top - 08:48:22 up 2 days, 21:04, 1 user, load average: 6.48, 4.03,
> 2.74
> Tasks: 99 total, 2 running, 97 sleeping, 0 stopped, 0 zombie
> Cpu(s): 3.0%us, 1.1%sy, 0.0%ni, 0.0%id, 93.8%wa, 0.5%hi,
> 1.6%si, 0.0%st
> Mem: 970084k total, 960256k used, 9828k free, 3092k buffers
> Swap: 1966072k total, 983036k used, 983036k free, 30920k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  3096 root 16 0 9300 2512 1712 D 2.3 0.3 0:00.07 sendmail
> 22642 apache 16 0 222m 75m 3116 D 1.7 8.0 19:05.15 httpd
>  1901 apache 17 0 201m 58m 3076 D 1.0 6.2 1:09.65 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.60 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.04 top
> 22641 apache 18 0 208m 11m 3116 D 0.3 1.2 19:00.46 httpd
> 22645 apache 16 0 211m 10m 3124 D 0.3 1.1 17:13.99 httpd
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>  3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>
>
> top - 08:48:26 up 2 days, 21:04, 1 user, load average: 6.68, 4.11,
> 2.78
> Tasks: 99 total, 2 running, 97 sleeping, 0 stopped, 0 zombie
> Cpu(s): 4.3%us, 1.3%sy, 0.0%ni, 0.0%id, 93.3%wa, 0.3%hi,
> 0.7%si, 0.0%st
> Mem: 970084k total, 960216k used, 9868k free, 3092k buffers
> Swap: 1966072k total, 983072k used, 983000k free, 30996k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 17 0 201m 59m 3076 D 2.4 6.3 1:09.74 httpd
> 22642 apache 16 0 222m 77m 3116 D 1.6 8.2 19:05.21 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.61 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.05 top
> 22645 apache 16 0 211m 11m 3124 D 0.3 1.2 17:14.00 httpd
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3097 root 18 0 9300 1760 928 D 0.0 0.2 0:00.00 sendmail
> 22641 apache 18 0 208m 11m 3116 R 0.0 1.2 19:00.46 httpd
>
>
> top - 08:48:29 up 2 days, 21:04, 1 user, load average: 6.68, 4.11,
> 2.78
> Tasks: 99 total, 1 running, 98 sleeping, 0 stopped, 0 zombie
> Cpu(s): 4.0%us, 1.0%sy, 0.0%ni, 0.0%id, 93.7%wa, 0.3%hi,
> 1.0%si, 0.0%st
> Mem: 970084k total, 960192k used, 9892k free, 3092k buffers
> Swap: 1966072k total, 983160k used, 982912k free, 30960k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 17 0 201m 60m 3076 D 2.7 6.4 1:09.82 httpd
> 22642 apache 16 0 222m 78m 3116 D 1.0 8.3 19:05.24 httpd
>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.63 kswapd0
> 22645 apache 16 0 211m 11m 3124 D 0.3 1.2 17:14.01 httpd
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.05 top
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3097 root 18 0 9300 1764 932 D 0.0 0.2 0:00.00 sendmail
> 22641 apache 18 0 208m 12m 3116 D 0.0 1.3 19:00.46 httpd
>
>
> top - 08:48:32 up 2 days, 21:04, 1 user, load average: 6.87, 4.19,
> 2.81
> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
> Cpu(s): 12.3%us, 2.7%sy, 0.0%ni, 0.0%id, 83.0%wa, 0.3%hi,
> 1.7%si, 0.0%st
> Mem: 970084k total, 960100k used, 9984k free, 3028k buffers
> Swap: 1966072k total, 983072k used, 983000k free, 31044k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  3098 mail 18 0 7352 5504 1656 D 6.7 0.6 0:00.20 rt-mailgate
>  1901 apache 18 0 201m 61m 3076 D 4.3 6.5 1:09.95 httpd
> 22642 apache 16 0 222m 80m 3116 D 1.7 8.5 19:05.29 httpd
>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.65 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.06 top
> 22641 apache 18 0 208m 12m 3116 D 0.3 1.3 19:00.47 httpd
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> 22645 apache 16 0 211m 11m 3124 D 0.0 1.2 17:14.01 httpd
>
>
> top - 08:48:35 up 2 days, 21:04, 1 user, load average: 7.12, 4.29,
> 2.85
> Tasks: 100 total, 2 running, 98 sleeping, 0 stopped, 0 zombie
> Cpu(s): 9.9%us, 1.7%sy, 0.0%ni, 0.0%id, 86.8%wa, 0.3%hi,
> 1.3%si, 0.0%st
> Mem: 970084k total, 960128k used, 9956k free, 3028k buffers
> Swap: 1966072k total, 983036k used, 983036k free, 30988k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 18 0 201m 62m 3076 D 4.0 6.6 1:10.07 httpd
> 22642 apache 16 0 222m 81m 3116 D 1.3 8.6 19:05.33 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.66 kswapd0
> 22641 apache 18 0 208m 12m 3116 D 0.3 1.4 19:00.48 httpd
> 22645 apache 16 0 211m 12m 3124 D 0.3 1.3 17:14.02 httpd
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.06 top
>  3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
> 22643 apache 16 0 207m 12m 3116 D 0.0 1.3 19:36.90 httpd
>
>
> top - 08:48:38 up 2 days, 21:04, 1 user, load average: 7.12, 4.29,
> 2.85
> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
> Cpu(s): 7.3%us, 1.3%sy, 0.0%ni, 0.0%id, 90.0%wa, 0.3%hi,
> 1.0%si, 0.0%st
> Mem: 970084k total, 959856k used, 10228k free, 3024k buffers
> Swap: 1966072k total, 985244k used, 980828k free, 31032k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 18 0 201m 62m 3076 D 6.3 6.6 1:10.26 httpd
> 22642 apache 16 0 222m 82m 3116 D 1.7 8.7 19:05.38 httpd
>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.68 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.07 top
> 22641 apache 18 0 208m 13m 3116 D 0.3 1.4 19:00.49 httpd
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> 22643 apache 16 0 207m 12m 3116 D 0.0 1.3 19:36.90 httpd
> 22645 apache 16 0 211m 12m 3124 D 0.0 1.3 17:14.02 httpd
>
>
> top - 08:48:41 up 2 days, 21:04, 1 user, load average: 7.27, 4.37,
> 2.88
> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
> Cpu(s): 10.3%us, 1.3%sy, 0.0%ni, 0.0%id, 87.0%wa, 0.3%hi,
> 1.0%si, 0.0%st
> Mem: 970084k total, 959516k used, 10568k free, 3016k buffers
> Swap: 1966072k total, 983232k used, 982840k free, 31028k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 18 0 201m 62m 3076 D 9.0 6.6 1:10.53 httpd
> 22642 apache 17 0 222m 83m 3116 D 1.7 8.8 19:05.43 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.69 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.08 top
> 22643 apache 16 0 207m 12m 3116 D 0.3 1.4 19:36.91 httpd
> 22645 apache 16 0 211m 13m 3124 D 0.3 1.4 17:14.03 httpd
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> 22641 apache 18 0 208m 13m 3116 D 0.0 1.4 19:00.49 httpd
>
>
> top - 08:48:44 up 2 days, 21:04, 1 user, load average: 7.27, 4.37,
> 2.88
> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
> Cpu(s): 14.0%us, 1.3%sy, 0.0%ni, 0.0%id, 83.4%wa, 0.3%hi,
> 1.0%si, 0.0%st
> Mem: 970084k total, 959932k used, 10152k free, 3012k buffers
> Swap: 1966072k total, 983124k used, 982948k free, 31024k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 18 0 201m 63m 3076 D 13.2 6.7 1:10.93 httpd
> 22642 apache 17 0 222m 84m 3116 D 1.0 8.9 19:05.46 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.70 kswapd0
> 22641 apache 16 0 208m 14m 3116 D 0.3 1.5 19:00.50 httpd
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.08 top
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> 22643 apache 16 0 207m 13m 3116 D 0.0 1.4 19:36.91 httpd
>
>
> top - 08:48:47 up 2 days, 21:04, 1 user, load average: 7.33, 4.43,
> 2.91
> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
> Cpu(s): 41.9%us, 1.7%sy, 0.0%ni, 0.0%id, 54.5%wa, 0.7%hi,
> 1.3%si, 0.0%st
> Mem: 970084k total, 960020k used, 10064k free, 2992k buffers
> Swap: 1966072k total, 983036k used, 983036k free, 31048k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 18 0 201m 63m 3076 D 41.9 6.7 1:12.19 httpd
> 22642 apache 17 0 222m 84m 3116 D 1.0 9.0 19:05.49 httpd
> 22643 apache 16 0 207m 13m 3116 D 0.7 1.4 19:36.93 httpd
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.09 top
>   162 root 10 -5 0 0 0 D 0.0 0.0 6:51.70 kswapd0
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> 22641 apache 16 0 208m 14m 3116 D 0.0 1.5 19:00.50 httpd
> 22645 apache 16 0 211m 14m 3124 D 0.0 1.5 17:14.04 httpd
>
> top - 08:48:50 up 2 days, 21:04, 1 user, load average: 7.46, 4.50,
> 2.94
> Tasks: 101 total, 3 running, 98 sleeping, 0 stopped, 0 zombie
> Cpu(s): 3.2%us, 1.7%sy, 0.0%ni, 0.0%id, 93.1%wa, 0.3%hi,
> 1.7%si, 0.0%st
> Mem: 970084k total, 960184k used, 9900k free, 2992k buffers
> Swap: 1966072k total, 984032k used, 982040k free, 31180k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 18 0 201m 64m 3076 D 2.0 6.8 1:12.25 httpd
> 22642 apache 17 0 222m 85m 3116 R 1.0 9.0 19:05.52 httpd
>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.72 kswapd0
> 22645 apache 16 0 211m 14m 3124 D 0.7 1.6 17:14.06 httpd
> 22641 apache 16 0 208m 15m 3116 D 0.3 1.6 19:00.51 httpd
>   367 root 11 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>  3080 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.09 top
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> 22643 apache 16 0 207m 13m 3116 D 0.0 1.4 19:36.93 httpd
>
>
> top - 08:48:53 up 2 days, 21:04, 1 user, load average: 7.46, 4.50,
> 2.94
> Tasks: 101 total, 1 running, 100 sleeping, 0 stopped, 0 zombie
> Cpu(s): 5.3%us, 1.7%sy, 0.0%ni, 0.0%id, 91.7%wa, 0.7%hi,
> 0.7%si, 0.0%st
> Mem: 970084k total, 960156k used, 9928k free, 2992k buffers
> Swap: 1966072k total, 983068k used, 983004k free, 31464k cached
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  1901 apache 18 0 201m 64m 3076 D 3.5 6.9 1:12.37 httpd
> 22642 apache 17 0 222m 85m 3116 D 1.4 9.1 19:05.57 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.73 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.10 top
> 22641 apache 16 0 208m 15m 3116 D 0.3 1.7 19:00.52 httpd
> 22643 apache 16 0 207m 14m 3116 D 0.3 1.5 19:36.94 httpd
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
> 22645 apache 16 0 211m 15m 3124 D 0.0 1.6 17:14.06 httpd
>
>
> top - 08:48:56 up 2 days, 21:04, 1 user, load average: 7.50, 4.56,
> 2.97
> Tasks: 101 total, 3 running, 98 sleeping, 0 stopped, 0 zombie
> Cpu(s): 1.2%us, 0.9%sy, 0.0%ni, 0.0%id, 96.5%wa, 0.6%hi,
> 0.9%si, 0.0%st
> Mem: 970084k total, 960380k used, 9704k free, 2936k buffers
> Swap: 1966072k total, 983044k used, 983028k free, 31392k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
> 22642 apache 17 0 222m 86m 3116 D 1.0 9.1 19:05.60 httpd
>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.74 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.11 top
> 22643 apache 16 0 207m 14m 3116 D 0.3 1.5 19:36.95 httpd
> 22645 apache 16 0 211m 15m 3124 D 0.3 1.6 17:14.07 httpd
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>  3080 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>  3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00
> pdflush
>  3099 apache 17 0 8172 3052 2092 D 0.0 0.3 0:00.04 sendmail
> 22641 apache 16 0 208m 16m 3116 D 0.0 1.7 19:00.52 httpd
>
>
> top - 08:49:00 up 2 days, 21:04, 1 user, load average: 7.62, 4.63,
> 3.00
> Tasks: 101 total, 2 running, 99 sleeping, 0 stopped, 0 zombie
> Cpu(s): 1.7%us, 1.0%sy, 0.0%ni, 0.0%id, 95.3%wa, 0.3%hi,
> 1.7%si, 0.0%st
> Mem: 970084k total, 959064k used, 11020k free, 2936k buffers
> Swap: 1966072k total, 983532k used, 982540k free, 31148k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
> 22642 apache 17 0 222m 86m 3116 D 1.4 9.2 19:05.65 httpd
> 22643 apache 16 0 207m 15m 3116 D 0.3 1.6 19:36.96 httpd
> 22645 apache 16 0 211m 16m 3124 D 0.3 1.7 17:14.08 httpd
>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.11 top
>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>  3099 apache 17 0 8172 3076 2116 R 0.0 0.3 0:00.04 sendmail
> 22641 apache 16 0 208m 16m 3116 D 0.0 1.8 19:00.52 httpd
>
>
> top - 08:49:03 up 2 days, 21:04, 1 user, load average: 7.62, 4.63,
> 3.00
> Tasks: 103 total, 2 running, 101 sleeping, 0 stopped, 0 zombie
> Cpu(s): 3.7%us, 1.7%sy, 0.0%ni, 0.0%id, 93.3%wa, 0.3%hi,
> 1.0%si, 0.0%st
> Mem: 970084k total, 959560k used, 10524k free, 2928k buffers
> Swap: 1966072k total, 983440k used, 982632k free, 30496k cached
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
> 22642 apache 17 0 222m 87m 3116 D 2.0 9.2 19:05.71 httpd
>  3102 root 16 0 9276 2300 1564 D 1.3 0.2 0:00.04 sendmail
>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.77 kswapd0
>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.12 top
> 22641 apache 16 0 208m 17m 3116 D 0.3 1.8 19:00.53 httpd
> 22643 apache 16 0 207m 15m 3116 D 0.3 1.7 19:36.97 httpd
>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
> 22645 apache 16 0 211m 16m 3124 R 0.0 1.7 17:14.08 httpd
>
> ==========================================
>
> [root at support ~]# mailq
>                 /var/spool/mqueue (6 requests)
> -----Q-ID----- --Size-- -----Q-Time-----
> ------------Sender/Recipient----------- o51Cxkw2003214 8112 Tue Jun 1
> 08:59 <jay at centritech.net>
>           7BIT (Deferred: prog mailer (/usr/sbin/smrsh) exited with
> EX_TEMPF)
>                                          "|/etc/smrsh/rt-mailgate
> --queue 'ccs:
> o51CuKTF003192 633211 Tue Jun 1 08:56 <>
>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
> helpdesk' --ac)
>                                          "|/etc/smrsh/rt-mailgate
> --queue 'umx:
> o51CGaSM001908 1170766 Tue Jun 1 08:16 <>
>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
> helpdesk' --ac)
>                                          "|/etc/smrsh/rt-mailgate
> --queue 'umx:
> o51CuIdl003186 1355798 Tue Jun 1 08:56 <>
>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
> helpdesk' --ac)
>                                          "|/etc/smrsh/rt-mailgate
> --queue 'umx:
> o51Ckond003072 3612709 Tue Jun 1 08:46 <>
>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
> helpdesk' --ac)
>                                          "|/etc/smrsh/rt-mailgate
> --queue 'umx:
> o51CutnV003202 3618441 Tue Jun 1 08:56 <>
>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
> helpdesk' --ac)
>                                          "|/etc/smrsh/rt-mailgate
> --queue 'umx:
>                 Total requests: 6
> [root at support ~]#
>

--



Cheers

Richard Skelton
Richard.Skelton at infineon.com Infineon Technologies UK Ltd
Infineon House
Great Western Court
Hunts Ground Road
Stoke Gifford
Bristol BS34 8HP
Tel +44(0)117 9528808


From d.glover1 at physics.ox.ac.uk  Tue Jun  1 09:16:54 2010
From: d.glover1 at physics.ox.ac.uk (David X. Glover)
Date: Tue, 1 Jun 2010 14:16:54 +0100
Subject: [rt-users] "Comments about this user"
Message-ID: <021B19C0-B24A-406A-81B3-D5063EBDB895@physics.ox.ac.uk>

Is it possible to allow staff to edit the "Comments about this user" field on regular users without the staff being admins?

We're using RT 3.6.5 but will be upgrading in a few months.



From eriks at centritech.net  Tue Jun  1 09:48:24 2010
From: eriks at centritech.net (Eriks Goodwin-Pfister)
Date: Tue, 1 Jun 2010 09:48:24 -0400 (EDT)
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <4C05062E.5090309@infineon.com>
Message-ID: <1771012955.8958.1275400104011.JavaMail.root@zim.centritech.net>

But then my question becomes, "why did this happen all of a sudden?"  We have not changed user loads, usage levels, etc.  This is a dedicated box being used by about 5 active users and 20 intermittent (once a week) users.  Is 1 Gb of memory not enought for RT with such a light loading?

And does anyone have any idea what those odd mailq entries are?  I have to go in and delete several hundred of them every day or two.

Thanks,
Eriks


----- Original Message -----
From: "Richard Skelton" <Richard.Skelton at infineon.com>
To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
Sent: Tuesday, June 1, 2010 9:07:58 AM
Subject: Re: [rt-users] CPU Wait Maxed Out

Hi Eriks,
Yes as I thought you are short on real memory.
Look at the swap.
Here is a busy 16 core Linux system of mine with load of free memory:-
procs -----------memory---------- ---swap-- -----io---- --system--
----cpu---- r b swpd free buff cache si so bi bo in cs us sy
id wa
9 0 204 13177160 157388 25908864 0 0 0 46 3774 4411
52 1 47 0
7 0 204 12952512 157388 25915572 0 0 0 48 3405 3409
52 1 46 0
10 0 204 12847832 157388 25918668 0 0 0 23 3043 3351
51 2 47 0
9 0 204 12678600 157388 25921764 0 0 0 39 1776 2432
50 5 45 0
9 0 204 12779600 157388 25924860 0 0 0 26 2480 6489
49 6 46 0
6 0 204 13102136 157388 25910412 0 0 0 106 3861 17726
38 7 55 0
5 0 204 13522232 157388 25903188 0 0 0 43 3290 23044
27 7 66 0
5 0 204 13375776 157388 25882548 0 0 0 46 1946 1996
21 5 75 0
5 0 204 13189392 157388 25883580 0 0 0 22 1161 905
20 5 75 0
5 0 204 12992112 157388 25884612 0 0 0 21 1194 1002
21 5 75 0


Eriks Goodwin-Pfister wrote:
> [root at support ~]# vmstat 5
> procs -----------memory---------- ---swap-- -----io---- --system--
> -----cpu------
>  r b swpd free buff cache si so bi bo in cs us sy id wa st
>  0 2 983748 48248 3472 14964 556 259 605 448 1 59 20 2 33 45 0
>  1 2 983572 17100 2824 22092 2367 501 2367 2045 1276 866 45 9 0 47 0
>  0 2 983036 18208 2936 22112 1085 73 1101 611 1359 375 27 5 0 68 0
>  0 2 983036 11340 2944 22488 1306 0 1306 265 1199 442 22 2 0 77 0
>  0 3 983748 11296 2596 22656 790 650 793 861 1252 373 39 6 0 55 0
>  0 3 983340 11144 2640 21908 887 234 914 487 1346 445 13 4 0 83 0
>  1 2 983036 11208 2536 22268 659 49 659 249 1142 284 46 2 0 52 0
>  0 3 983616 11428 2236 22188 911 581 970 1010 1392 512 19 4 0 76 0
>  0 2 983836 12452 2236 22548 640 739 640 962 1224 335 19 3 0 78 0
>  0 2 983136 11516 2184 22596 824 428 824 566 1241 357 5 2 0 92 0
>  3 1 983036 11216 1928 21544 802 482 802 508 1218 278 18 2 0 80 0
>  0 4 984124 12052 1944 22168 630 1196 630 1413 1283 270 23 3 0 74 0
>  1 1 983828 14684 2080 21628 506 548 546 842 1347 354 22 4 0 74 0
>  1 2 983228 11896 2096 22312 973 440 973 718 1204 378 25 3 0 72 0
>  0 2 983036 15360 2136 22060 430 294 430 586 1177 252 39 3 0 59 0
>  0 2 983036 13252 2212 22516 628 0 628 190 1271 372 39 3 0 57 0
>  0 1 983036 23836 2296 21768 597 17 597 622 1216 331 53 4 0 43 0
>  0 2 983036 11968 2360 23068 765 0 814 167 1215 376 42 3 0 55 0
>
>
>
> ----- Original Message -----
> From: "Richard Skelton" <Richard.Skelton at infineon.com>
> To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
> Sent: Tuesday, June 1, 2010 9:00:49 AM
> Subject: Re: [rt-users] CPU Wait Maxed Out
>
> Hi Eriks,
> You have run out of memory.
> What does vmstat 5 show?
>
> Eriks Goodwin-Pfister wrote:
>
>> That's the kicker, nothing looks "abnormal" in the top listing or
>> processes to me. Perhaps you see something I don't?
>>
>> I have included:
>> 1) results of "ps -auxww"
>> 2) results of "top -b -i -n 20 >> ./top_procs"
>> 3) odd entries in "mailq"
>>
>> Thanks in advance for any more advice...
>>
>> --Eriks
>>
>> ======================================
>>
>> [root at support ~]# ps -auxww
>> Warning: bad syntax, perhaps a bogus '-'? See
>> /usr/share/doc/procps-3.2.7/FAQ USER PID %CPU %MEM VSZ RSS TTY STAT
>> START TIME COMMAND
>> root 1 0.0 0.0 2072 512 ? Ss May29 0:01 init
>> [3] root 2 0.0 0.0 0 0 ? S< May29 0:00
>> [migration/0] root 3 0.0 0.0 0 0 ? SN May29 0:00
>> [ksoftirqd/0] root 4 0.0 0.0 0 0 ? S< May29 0:00
>> [watchdog/0] root 5 0.0 0.0 0 0 ? S< May29 0:00
>> [events/0] root 6 0.0 0.0 0 0 ? S< May29 0:00 [khelper]
>> root 7 0.0 0.0 0 0 ? S< May29 0:00 [kthread]
>> root 10 0.0 0.0 0 0 ? S< May29 0:16
>> [kblockd/0] root 11 0.0 0.0 0 0 ? S< May29 0:00 [kacpid]
>> root 93 0.0 0.0 0 0 ? S< May29 0:00
>> [cqueue/0] root 96 0.0 0.0 0 0 ? S< May29 0:00 [khubd]
>> root 98 0.0 0.0 0 0 ? S< May29 0:00 [kseriod]
>> root 159 0.0 0.0 0 0 ? S May29 0:00
>> [khungtaskd] root 162 0.1 0.0 0 0 ? S< May29 6:52 [kswapd0]
>> root 163 0.0 0.0 0 0 ? S< May29 0:00 [aio/0]
>> root 315 0.0 0.0 0 0 ? S< May29 0:00
>> [kpsmoused] root 337 0.0 0.0 0 0 ? S< May29 0:00 [ata/0]
>> root 338 0.0 0.0 0 0 ? S< May29 0:00 [ata_aux]
>> root 341 0.0 0.0 0 0 ? S< May29 0:00
>> [scsi_eh_0] root 342 0.0 0.0 0 0 ? S< May29 0:00
>> [scsi_eh_1] root 347 0.0 0.0 0 0 ? S< May29 0:00
>> [kstriped] root 356 0.0 0.0 0 0 ? S< May29 0:00 [ksnapd]
>> root 367 0.0 0.0 0 0 ? D< May29 0:38
>> [kjournald] root 392 0.0 0.0 0 0 ? S< May29 0:00 [kauditd]
>> root 425 0.0 0.0 2280 364 ? S<s May29 0:00
>> /sbin/udevd -d
>> apache 630 4.9 4.7 213088 46192 ? D 07:45 3:16
>> /usr/sbin/httpd root 1139 0.0 0.0 0 0 ? S< May29 0:00
>> [kmpathd/0] root 1140 0.0 0.0 0 0 ? S< May29 0:00
>> [kmpath_handlerd] root 1162 0.0 0.0 0 0 ? S< May29 0:00
>> [kjournald] root 1682 0.0 0.0 12520 596 ? S<sl May29 0:00 auditd
>> root 1684 0.0 0.0 13100 600 ? S<sl May29 0:00
>> /sbin/audispd root 1714 0.0 0.0 1728 492 ? Ss May29 0:04
>> syslogd -m 0
>> root 1717 0.0 0.0 1680 312 ? Ss May29 0:00 klogd -x
>> root 1753 0.0 0.0 0 0 ? S< May29 0:29
>> [kondemand/0] rpc 1788 0.0 0.0 1816 376 ? Ss May29 0:00 portmap
>> root 1818 0.0 0.0 0 0 ? S< May29 0:00
>> [rpciod/0] rpcuser 1824 0.0 0.0 1868 480 ? Ss May29 0:00 rpc.statd
>> root 1856 0.0 0.0 5820 228 ? Ss May29 0:00
>> rpc.idmapd dbus 1879 0.0 0.0 2748 764 ? Ss May29 0:00
>> dbus-daemon --system
>> root 1892 0.0 0.0 2172 396 ? Ss May29 0:00
>> /usr/sbin/hcid root 1898 0.0 0.0 1748 372 ? Ss May29 0:00
>> /usr/sbin/sdpd apache 1901 3.4 6.7 204920 65568 ? S 08:16 1:12
>> /usr/sbin/httpd apache 1902 1.1 3.0 137472 29992 ? S 08:16 0:23
>> /usr/sbin/httpd apache 1903 2.1 2.2 208788 22224 ? S 08:16 0:45
>> /usr/sbin/httpd root 1919 0.0 0.0 0 0 ? S< May29 0:00
>> [krfcommd] root 1941 0.0 0.0 12868 548 ? Ssl May29 0:00 pcscd
>> root 1955 0.0 0.0 1676 376 ? Ss May29 0:00
>> /usr/sbin/acpid 68 1972 0.0 0.1 5628 992 ? Ss May29 0:00 hald
>> root 1973 0.0 0.0 3164 496 ? S May29 0:00
>> hald-runner 68 1980 0.0 0.0 2020 472 ? S May29 0:00
>> hald-addon-acpi: listening on acpid socket /var/run/acpid.socket
>> root 1988 0.0 0.0 1976 356 ? S May29 0:04
>> hald-addon-storage: polling /dev/hdc
>> root 2008 0.0 0.0 1916 348 ? Ss May29 0:00
>> /usr/bin/hidd --server
>> root 2032 0.0 0.0 27260 720 ? Ssl May29 0:00 automount
>> root 2056 0.0 0.0 7080 672 ? Ss May29 0:00
>> /usr/sbin/sshd root 2069 0.0 0.0 10128 676 ? Ss May29 0:00 cupsd
>> root 2109 0.0 0.0 4536 504 ? S May29 0:00
>> /bin/sh /usr/bin/mysqld_safe --datadir=/var/lib/mysql
>> --socket=/var/lib/mysql/mysql.sock --log-error=/var/log/mysqld.log
>> --pid-file=/var/run/mysqld/mysqld.pid --user=mysql
>> mysql 2159 0.0 0.3 149024 3716 ? Sl May29 0:18
>> /usr/libexec/mysqld --basedir=/usr --datadir=/var/lib/mysql
>> --user=mysql --pid-file=/var/run/mysqld/mysqld.pid
>> --skip-external-locking --socket=/var/lib/mysql/mysql.sock
>> root 2196 0.0 0.0 9232 948 ? Ss May29 0:07
>> sendmail: accepting connections
>> smmsp 2204 0.0 0.0 8148 688 ? Ss May29 0:00
>> sendmail: Queue runner at 01:00:00 for /var/spool/clientmqueue
>> root 2218 0.0 0.0 1908 244 ? Ss May29 0:00 gpm
>> -m /dev/input/mice -t exps2
>> root 2286 0.0 0.0 5292 552 ? Ss May29 0:00 crond
>> xfs 2309 0.0 0.0 3168 524 ? Ss May29 0:00 xfs
>> -droppriv -daemon
>> root 2334 0.0 0.0 2268 336 ? Ss May29 0:00
>> /usr/sbin/atd avahi 2360 0.0 0.0 2600 560 ? Ss May29 0:00
>> avahi-daemon: running [support.local]
>> avahi 2361 0.0 0.0 2600 116 ? Ss May29 0:00
>> avahi-daemon: chroot helper
>> root 2861 0.0 0.0 3516 348 ? S May29 0:00
>> /usr/sbin/smartd -q never
>> root 2868 0.0 0.0 1664 316 tty1 Ss+ May29 0:00
>> /sbin/mingetty tty1
>> root 2869 0.0 0.0 1664 316 tty2 Ss+ May29 0:00
>> /sbin/mingetty tty2
>> root 2872 0.0 0.0 1664 316 tty3 Ss+ May29 0:00
>> /sbin/mingetty tty3
>> root 2875 0.0 0.0 1664 316 tty4 Ss+ May29 0:00
>> /sbin/mingetty tty4
>> root 2877 0.0 0.0 1664 316 tty5 Ss+ May29 0:00
>> /sbin/mingetty tty5
>> root 2878 0.0 0.0 1664 316 tty6 Ss+ May29 0:00
>> /sbin/mingetty tty6
>> root 2926 0.0 0.2 26108 2768 ? SN May29 0:02
>> /usr/bin/python -tt /usr/sbin/yum-updatesd
>> root 2928 0.0 0.0 2564 628 ? SN May29 0:00
>> /usr/libexec/gam_server root 3012 0.0 0.2 9512 2636 ? S 08:45 0:00
>> sendmail: ./o51CGaSM001908 from queue
>> root 3023 0.0 0.2 9932 2844 ? Ss 08:45 0:00 sshd:
>> root at pts/0 root 3026 0.0 0.1 4660 1436 pts/0 Ss 08:45 0:00 -bash
>> root 3093 0.0 0.2 9432 2196 ? S 08:48 0:00
>> sendmail: ./o51CmDqe003090 from queue
>> mail 3094 0.1 0.9 10808 8880 ? Ss 08:48 0:00
>> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
>> --action correspond --url http://support.unimatrix.net
>> mail 3095 0.2 0.9 10808 8844 ? Ss 08:48 0:00
>> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
>> --action correspond --url http://support.unimatrix.net
>> root 3097 0.0 0.2 9440 2212 ? S 08:48 0:00
>> sendmail: ./o51CmICW003096 from queue
>> mail 3098 0.2 0.9 10808 8844 ? Ss 08:48 0:00
>> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
>> --action correspond --url http://support.unimatrix.net
>> root 3105 0.0 0.0 0 0 ? S 08:49 0:00 [pdflush]
>> root 3107 0.0 0.2 9432 2136 ? S 08:49 0:00
>> sendmail: ./o51CnAWd003106 from queue
>> mail 3108 0.3 0.9 10808 8844 ? Ss 08:49 0:00
>> /usr/bin/perl -w /etc/smrsh/rt-mailgate --queue umx: client helpdesk
>> --action correspond --url http://support.unimatrix.net
>> root 3111 0.0 0.0 0 0 ? S 08:50 0:00 [pdflush]
>> root 3113 0.2 0.4 9568 4332 ? DN 08:50 0:00
>> /usr/bin/python -tt /usr/libexec/yum-updatesd-helper --check --dbus
>> root 3114 0.0 0.0 4260 944 pts/0 R+ 08:51 0:00 ps -auxww
>> root 22634 0.0 0.0 4868 484 ? S 02:12 0:00
>> /usr/sbin/nss_pcache off /etc/httpd/alias
>> root 22636 0.0 1.0 118420 9916 ? Ssl 02:12 0:04
>> /usr/sbin/httpd apache 22641 4.7 7.3 211988 71428 ? D 02:12 19:01
>> /usr/sbin/httpd apache 22642 4.7 10.4 227944 101056 ? D 02:12 19:08
>> /usr/sbin/httpd apache 22643 4.9 7.0 212152 68752 ? D 02:12 19:38
>> /usr/sbin/httpd apache 22644 4.5 7.8 207620 75932 ? S 02:12 18:10
>> /usr/sbin/httpd apache 22645 4.3 7.7 218668 74904 ? D 02:12 17:15
>> /usr/sbin/httpd apache 22646 4.7 3.7 214824 36704 ? S 02:12 19:03
>> /usr/sbin/httpd apache 22647 4.9 7.9 210512 76936 ? S 02:12 19:43
>> /usr/sbin/httpd apache 22648 4.3 10.0 215600 97432 ? S 02:12 17:29
>> /usr/sbin/httpd apache 26071 7.8 11.4 216356 111292 ? S 04:45 19:17
>> /usr/sbin/httpd
>>
>> ======================================
>>
>> top - 08:48:04 up 2 days, 21:03, 1 user, load average: 6.04, 3.78,
>> 2.64
>> Tasks: 100 total, 2 running, 98 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 19.5%us, 1.1%sy, 0.2%ni, 33.1%id, 45.0%wa, 0.3%hi,
>> 0.7%si, 0.0%st
>> Mem: 970084k total, 960168k used, 9916k free, 2844k buffers
>> Swap: 1966072k total, 983072k used, 983000k free, 30420k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 17 0 201m 49m 3076 D 1.2 5.2 1:09.12 httpd
>> 22642 apache 16 0 222m 59m 3116 D 1.2 6.3 19:04.86 httpd
>> 22644 apache 18 0 204m 74m 3116 D 1.2 7.9 18:08.90 httpd
>>   162 root 10 -5 0 0 0 D 0.0 0.0 6:51.52 kswapd0
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
>>  1988 root 15 0 1976 356 340 R 0.0 0.0 0:04.13
>> hald-addon-stor
>>  3010 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3081 apache 17 0 8176 3060 2092 D 0.0 0.3 0:00.05 sendmail
>>  3082 root 15 0 2200 896 696 R 0.0 0.1 0:00.00 top
>>
>>
>> top - 08:48:07 up 2 days, 21:04, 1 user, load average: 6.28, 3.86,
>> 2.67
>> Tasks: 101 total, 2 running, 99 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 29.9%us, 1.9%sy, 0.0%ni, 0.0%id, 66.4%wa, 0.3%hi,
>> 1.6%si, 0.0%st
>> Mem: 970084k total, 960012k used, 10072k free, 2848k buffers
>> Swap: 1966072k total, 983092k used, 982980k free, 30928k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>> 22644 apache 18 0 204m 74m 3116 R 30.6 7.9 18:09.99 httpd
>>  1901 apache 17 0 201m 50m 3076 D 2.2 5.3 1:09.20 httpd
>>  3084 root 16 0 9276 2300 1564 D 1.4 0.2 0:00.05 sendmail
>> 22642 apache 16 0 222m 61m 3116 D 0.6 6.5 19:04.88 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.53 kswapd0
>>  3082 root 15 0 2208 992 784 R 0.3 0.1 0:00.01 top
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
>>  3010 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> top - 08:48:10 up 2 days, 21:04, 1 user, load average: 6.66, 3.98,
>> 2.71
>> Tasks: 102 total, 2 running, 100 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 23.7%us, 2.3%sy, 0.0%ni, 0.0%id, 72.3%wa, 0.3%hi,
>> 1.3%si, 0.0%st
>> Mem: 970084k total, 959132k used, 10952k free, 2872k buffers
>> Swap: 1966072k total, 983076k used, 982996k free, 31244k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>> 22644 apache 18 0 204m 75m 3116 D 20.6 8.0 18:10.61 httpd
>>  1901 apache 17 0 201m 52m 3076 D 2.7 5.5 1:09.28 httpd
>> 22642 apache 16 0 222m 63m 3116 D 0.7 6.7 19:04.90 httpd
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
>>  3010 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>>  3078 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3082 root 15 0 2348 996 784 R 0.0 0.1 0:00.01 top
>>  3084 root 16 0 9276 2364 1616 D 0.0 0.2 0:00.05 sendmail
>>
>>
>> top - 08:48:13 up 2 days, 21:04, 1 user, load average: 6.66, 3.98,
>> 2.71
>> Tasks: 101 total, 1 running, 100 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 6.6%us, 2.3%sy, 0.0%ni, 0.0%id, 88.7%wa, 1.0%hi,
>> 1.3%si, 0.0%st
>> Mem: 970084k total, 955480k used, 14604k free, 2920k buffers
>> Swap: 1966072k total, 983036k used, 983036k free, 31000k cached
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 17 0 201m 53m 3076 D 2.7 5.7 1:09.36 httpd
>> 22642 apache 16 0 222m 65m 3116 D 1.0 6.9 19:04.93 httpd
>>  3085 apache 17 0 8176 3080 2116 D 0.7 0.3 0:00.05 sendmail
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.02 top
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.12 kjournald
>> 22647 apache 18 0 207m 76m 3124 D 0.0 8.1 19:43.79 httpd
>>
>>
>> top - 08:48:16 up 2 days, 21:04, 1 user, load average: 6.52, 4.00,
>> 2.73
>> Tasks: 99 total, 3 running, 96 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 21.6%us, 5.0%sy, 0.0%ni, 0.0%id, 71.1%wa, 1.0%hi,
>> 1.3%si, 0.0%st
>> Mem: 970084k total, 949180k used, 20904k free, 3044k buffers
>> Swap: 1966072k total, 982932k used, 983140k free, 29604k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  3094 mail 19 0 7352 5544 1704 R 6.3 0.6 0:00.19 rt-mailgate
>>  1901 apache 17 0 201m 56m 3076 D 6.0 5.9 1:09.54 httpd
>> 22642 apache 16 0 222m 70m 3116 D 3.3 7.5 19:05.03 httpd
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.03 top
>>  3016 mail 16 0 10808 8664 1940 R 0.0 0.9 0:00.30 rt-mailgate
>>
>>
>> top - 08:48:19 up 2 days, 21:04, 1 user, load average: 6.48, 4.03,
>> 2.74
>> Tasks: 99 total, 3 running, 96 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 21.7%us, 3.0%sy, 0.0%ni, 0.0%id, 74.0%wa, 0.3%hi,
>> 1.0%si, 0.0%st
>> Mem: 970084k total, 956980k used, 13104k free, 3084k buffers
>> Swap: 1966072k total, 983140k used, 982932k free, 30380k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 17 0 201m 57m 3076 D 2.7 6.1 1:09.62 httpd
>> 22642 apache 16 0 222m 73m 3116 D 2.3 7.8 19:05.10 httpd
>>   162 root 11 -5 0 0 0 D 0.3 0.0 6:51.59 kswapd0
>> 22641 apache 18 0 208m 10m 3116 D 0.3 1.1 19:00.45 httpd
>>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.03 top
>>  3096 root 15 0 9300 2512 1712 R 0.0 0.3 0:00.00 sendmail
>> 22645 apache 16 0 211m 10m 3124 R 0.0 1.1 17:13.98 httpd
>>
>>
>> top - 08:48:22 up 2 days, 21:04, 1 user, load average: 6.48, 4.03,
>> 2.74
>> Tasks: 99 total, 2 running, 97 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 3.0%us, 1.1%sy, 0.0%ni, 0.0%id, 93.8%wa, 0.5%hi,
>> 1.6%si, 0.0%st
>> Mem: 970084k total, 960256k used, 9828k free, 3092k buffers
>> Swap: 1966072k total, 983036k used, 983036k free, 30920k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  3096 root 16 0 9300 2512 1712 D 2.3 0.3 0:00.07 sendmail
>> 22642 apache 16 0 222m 75m 3116 D 1.7 8.0 19:05.15 httpd
>>  1901 apache 17 0 201m 58m 3076 D 1.0 6.2 1:09.65 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.60 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.04 top
>> 22641 apache 18 0 208m 11m 3116 D 0.3 1.2 19:00.46 httpd
>> 22645 apache 16 0 211m 10m 3124 D 0.3 1.1 17:13.99 httpd
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>>  3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>>
>>
>> top - 08:48:26 up 2 days, 21:04, 1 user, load average: 6.68, 4.11,
>> 2.78
>> Tasks: 99 total, 2 running, 97 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 4.3%us, 1.3%sy, 0.0%ni, 0.0%id, 93.3%wa, 0.3%hi,
>> 0.7%si, 0.0%st
>> Mem: 970084k total, 960216k used, 9868k free, 3092k buffers
>> Swap: 1966072k total, 983072k used, 983000k free, 30996k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 17 0 201m 59m 3076 D 2.4 6.3 1:09.74 httpd
>> 22642 apache 16 0 222m 77m 3116 D 1.6 8.2 19:05.21 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.61 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.05 top
>> 22645 apache 16 0 211m 11m 3124 D 0.3 1.2 17:14.00 httpd
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3097 root 18 0 9300 1760 928 D 0.0 0.2 0:00.00 sendmail
>> 22641 apache 18 0 208m 11m 3116 R 0.0 1.2 19:00.46 httpd
>>
>>
>> top - 08:48:29 up 2 days, 21:04, 1 user, load average: 6.68, 4.11,
>> 2.78
>> Tasks: 99 total, 1 running, 98 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 4.0%us, 1.0%sy, 0.0%ni, 0.0%id, 93.7%wa, 0.3%hi,
>> 1.0%si, 0.0%st
>> Mem: 970084k total, 960192k used, 9892k free, 3092k buffers
>> Swap: 1966072k total, 983160k used, 982912k free, 30960k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 17 0 201m 60m 3076 D 2.7 6.4 1:09.82 httpd
>> 22642 apache 16 0 222m 78m 3116 D 1.0 8.3 19:05.24 httpd
>>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.63 kswapd0
>> 22645 apache 16 0 211m 11m 3124 D 0.3 1.2 17:14.01 httpd
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.05 top
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3097 root 18 0 9300 1764 932 D 0.0 0.2 0:00.00 sendmail
>> 22641 apache 18 0 208m 12m 3116 D 0.0 1.3 19:00.46 httpd
>>
>>
>> top - 08:48:32 up 2 days, 21:04, 1 user, load average: 6.87, 4.19,
>> 2.81
>> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 12.3%us, 2.7%sy, 0.0%ni, 0.0%id, 83.0%wa, 0.3%hi,
>> 1.7%si, 0.0%st
>> Mem: 970084k total, 960100k used, 9984k free, 3028k buffers
>> Swap: 1966072k total, 983072k used, 983000k free, 31044k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  3098 mail 18 0 7352 5504 1656 D 6.7 0.6 0:00.20 rt-mailgate
>>  1901 apache 18 0 201m 61m 3076 D 4.3 6.5 1:09.95 httpd
>> 22642 apache 16 0 222m 80m 3116 D 1.7 8.5 19:05.29 httpd
>>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.65 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.06 top
>> 22641 apache 18 0 208m 12m 3116 D 0.3 1.3 19:00.47 httpd
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> 22645 apache 16 0 211m 11m 3124 D 0.0 1.2 17:14.01 httpd
>>
>>
>> top - 08:48:35 up 2 days, 21:04, 1 user, load average: 7.12, 4.29,
>> 2.85
>> Tasks: 100 total, 2 running, 98 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 9.9%us, 1.7%sy, 0.0%ni, 0.0%id, 86.8%wa, 0.3%hi,
>> 1.3%si, 0.0%st
>> Mem: 970084k total, 960128k used, 9956k free, 3028k buffers
>> Swap: 1966072k total, 983036k used, 983036k free, 30988k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 18 0 201m 62m 3076 D 4.0 6.6 1:10.07 httpd
>> 22642 apache 16 0 222m 81m 3116 D 1.3 8.6 19:05.33 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.66 kswapd0
>> 22641 apache 18 0 208m 12m 3116 D 0.3 1.4 19:00.48 httpd
>> 22645 apache 16 0 211m 12m 3124 D 0.3 1.3 17:14.02 httpd
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.06 top
>>  3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>> 22643 apache 16 0 207m 12m 3116 D 0.0 1.3 19:36.90 httpd
>>
>>
>> top - 08:48:38 up 2 days, 21:04, 1 user, load average: 7.12, 4.29,
>> 2.85
>> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 7.3%us, 1.3%sy, 0.0%ni, 0.0%id, 90.0%wa, 0.3%hi,
>> 1.0%si, 0.0%st
>> Mem: 970084k total, 959856k used, 10228k free, 3024k buffers
>> Swap: 1966072k total, 985244k used, 980828k free, 31032k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 18 0 201m 62m 3076 D 6.3 6.6 1:10.26 httpd
>> 22642 apache 16 0 222m 82m 3116 D 1.7 8.7 19:05.38 httpd
>>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.68 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.07 top
>> 22641 apache 18 0 208m 13m 3116 D 0.3 1.4 19:00.49 httpd
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> 22643 apache 16 0 207m 12m 3116 D 0.0 1.3 19:36.90 httpd
>> 22645 apache 16 0 211m 12m 3124 D 0.0 1.3 17:14.02 httpd
>>
>>
>> top - 08:48:41 up 2 days, 21:04, 1 user, load average: 7.27, 4.37,
>> 2.88
>> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 10.3%us, 1.3%sy, 0.0%ni, 0.0%id, 87.0%wa, 0.3%hi,
>> 1.0%si, 0.0%st
>> Mem: 970084k total, 959516k used, 10568k free, 3016k buffers
>> Swap: 1966072k total, 983232k used, 982840k free, 31028k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 18 0 201m 62m 3076 D 9.0 6.6 1:10.53 httpd
>> 22642 apache 17 0 222m 83m 3116 D 1.7 8.8 19:05.43 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.69 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.08 top
>> 22643 apache 16 0 207m 12m 3116 D 0.3 1.4 19:36.91 httpd
>> 22645 apache 16 0 211m 13m 3124 D 0.3 1.4 17:14.03 httpd
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> 22641 apache 18 0 208m 13m 3116 D 0.0 1.4 19:00.49 httpd
>>
>>
>> top - 08:48:44 up 2 days, 21:04, 1 user, load average: 7.27, 4.37,
>> 2.88
>> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 14.0%us, 1.3%sy, 0.0%ni, 0.0%id, 83.4%wa, 0.3%hi,
>> 1.0%si, 0.0%st
>> Mem: 970084k total, 959932k used, 10152k free, 3012k buffers
>> Swap: 1966072k total, 983124k used, 982948k free, 31024k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 18 0 201m 63m 3076 D 13.2 6.7 1:10.93 httpd
>> 22642 apache 17 0 222m 84m 3116 D 1.0 8.9 19:05.46 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.70 kswapd0
>> 22641 apache 16 0 208m 14m 3116 D 0.3 1.5 19:00.50 httpd
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.08 top
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> 22643 apache 16 0 207m 13m 3116 D 0.0 1.4 19:36.91 httpd
>>
>>
>> top - 08:48:47 up 2 days, 21:04, 1 user, load average: 7.33, 4.43,
>> 2.91
>> Tasks: 100 total, 1 running, 99 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 41.9%us, 1.7%sy, 0.0%ni, 0.0%id, 54.5%wa, 0.7%hi,
>> 1.3%si, 0.0%st
>> Mem: 970084k total, 960020k used, 10064k free, 2992k buffers
>> Swap: 1966072k total, 983036k used, 983036k free, 31048k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 18 0 201m 63m 3076 D 41.9 6.7 1:12.19 httpd
>> 22642 apache 17 0 222m 84m 3116 D 1.0 9.0 19:05.49 httpd
>> 22643 apache 16 0 207m 13m 3116 D 0.7 1.4 19:36.93 httpd
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.09 top
>>   162 root 10 -5 0 0 0 D 0.0 0.0 6:51.70 kswapd0
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> 22641 apache 16 0 208m 14m 3116 D 0.0 1.5 19:00.50 httpd
>> 22645 apache 16 0 211m 14m 3124 D 0.0 1.5 17:14.04 httpd
>>
>> top - 08:48:50 up 2 days, 21:04, 1 user, load average: 7.46, 4.50,
>> 2.94
>> Tasks: 101 total, 3 running, 98 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 3.2%us, 1.7%sy, 0.0%ni, 0.0%id, 93.1%wa, 0.3%hi,
>> 1.7%si, 0.0%st
>> Mem: 970084k total, 960184k used, 9900k free, 2992k buffers
>> Swap: 1966072k total, 984032k used, 982040k free, 31180k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 18 0 201m 64m 3076 D 2.0 6.8 1:12.25 httpd
>> 22642 apache 17 0 222m 85m 3116 R 1.0 9.0 19:05.52 httpd
>>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.72 kswapd0
>> 22645 apache 16 0 211m 14m 3124 D 0.7 1.6 17:14.06 httpd
>> 22641 apache 16 0 208m 15m 3116 D 0.3 1.6 19:00.51 httpd
>>   367 root 11 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>>  3080 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.09 top
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> 22643 apache 16 0 207m 13m 3116 D 0.0 1.4 19:36.93 httpd
>>
>>
>> top - 08:48:53 up 2 days, 21:04, 1 user, load average: 7.46, 4.50,
>> 2.94
>> Tasks: 101 total, 1 running, 100 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 5.3%us, 1.7%sy, 0.0%ni, 0.0%id, 91.7%wa, 0.7%hi,
>> 0.7%si, 0.0%st
>> Mem: 970084k total, 960156k used, 9928k free, 2992k buffers
>> Swap: 1966072k total, 983068k used, 983004k free, 31464k cached
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>>  1901 apache 18 0 201m 64m 3076 D 3.5 6.9 1:12.37 httpd
>> 22642 apache 17 0 222m 85m 3116 D 1.4 9.1 19:05.57 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.73 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.10 top
>> 22641 apache 16 0 208m 15m 3116 D 0.3 1.7 19:00.52 httpd
>> 22643 apache 16 0 207m 14m 3116 D 0.3 1.5 19:36.94 httpd
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>> 22645 apache 16 0 211m 15m 3124 D 0.0 1.6 17:14.06 httpd
>>
>>
>> top - 08:48:56 up 2 days, 21:04, 1 user, load average: 7.50, 4.56,
>> 2.97
>> Tasks: 101 total, 3 running, 98 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 1.2%us, 0.9%sy, 0.0%ni, 0.0%id, 96.5%wa, 0.6%hi,
>> 0.9%si, 0.0%st
>> Mem: 970084k total, 960380k used, 9704k free, 2936k buffers
>> Swap: 1966072k total, 983044k used, 983028k free, 31392k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>> 22642 apache 17 0 222m 86m 3116 D 1.0 9.1 19:05.60 httpd
>>   162 root 10 -5 0 0 0 D 0.3 0.0 6:51.74 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.11 top
>> 22643 apache 16 0 207m 14m 3116 D 0.3 1.5 19:36.95 httpd
>> 22645 apache 16 0 211m 15m 3124 D 0.3 1.6 17:14.07 httpd
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>>  3080 root 15 0 0 0 0 R 0.0 0.0 0:00.00 pdflush
>>  3086 root 15 0 0 0 0 R 0.0 0.0 0:00.00
>> pdflush
>>  3099 apache 17 0 8172 3052 2092 D 0.0 0.3 0:00.04 sendmail
>> 22641 apache 16 0 208m 16m 3116 D 0.0 1.7 19:00.52 httpd
>>
>>
>> top - 08:49:00 up 2 days, 21:04, 1 user, load average: 7.62, 4.63,
>> 3.00
>> Tasks: 101 total, 2 running, 99 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 1.7%us, 1.0%sy, 0.0%ni, 0.0%id, 95.3%wa, 0.3%hi,
>> 1.7%si, 0.0%st
>> Mem: 970084k total, 959064k used, 11020k free, 2936k buffers
>> Swap: 1966072k total, 983532k used, 982540k free, 31148k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>> 22642 apache 17 0 222m 86m 3116 D 1.4 9.2 19:05.65 httpd
>> 22643 apache 16 0 207m 15m 3116 D 0.3 1.6 19:36.96 httpd
>> 22645 apache 16 0 211m 16m 3124 D 0.3 1.7 17:14.08 httpd
>>  3080 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3082 root 15 0 2316 996 784 R 0.0 0.1 0:00.11 top
>>  3086 root 15 0 0 0 0 D 0.0 0.0 0:00.00 pdflush
>>  3099 apache 17 0 8172 3076 2116 R 0.0 0.3 0:00.04 sendmail
>> 22641 apache 16 0 208m 16m 3116 D 0.0 1.8 19:00.52 httpd
>>
>>
>> top - 08:49:03 up 2 days, 21:04, 1 user, load average: 7.62, 4.63,
>> 3.00
>> Tasks: 103 total, 2 running, 101 sleeping, 0 stopped, 0 zombie
>> Cpu(s): 3.7%us, 1.7%sy, 0.0%ni, 0.0%id, 93.3%wa, 0.3%hi,
>> 1.0%si, 0.0%st
>> Mem: 970084k total, 959560k used, 10524k free, 2928k buffers
>> Swap: 1966072k total, 983440k used, 982632k free, 30496k cached
>>
>>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>> 22642 apache 17 0 222m 87m 3116 D 2.0 9.2 19:05.71 httpd
>>  3102 root 16 0 9276 2300 1564 D 1.3 0.2 0:00.04 sendmail
>>   162 root 10 -5 0 0 0 D 0.7 0.0 6:51.77 kswapd0
>>  3082 root 15 0 2316 996 784 R 0.3 0.1 0:00.12 top
>> 22641 apache 16 0 208m 17m 3116 D 0.3 1.8 19:00.53 httpd
>> 22643 apache 16 0 207m 15m 3116 D 0.3 1.7 19:36.97 httpd
>>   367 root 10 -5 0 0 0 D 0.0 0.0 0:38.13 kjournald
>> 22645 apache 16 0 211m 16m 3124 R 0.0 1.7 17:14.08 httpd
>>
>> ==========================================
>>
>> [root at support ~]# mailq
>>                 /var/spool/mqueue (6 requests)
>> -----Q-ID----- --Size-- -----Q-Time-----
>> ------------Sender/Recipient----------- o51Cxkw2003214 8112 Tue Jun 1
>> 08:59 <jay at centritech.net>
>>           7BIT (Deferred: prog mailer (/usr/sbin/smrsh) exited with
>> EX_TEMPF)
>>                                          "|/etc/smrsh/rt-mailgate
>> --queue 'ccs:
>> o51CuKTF003192 633211 Tue Jun 1 08:56 <>
>>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
>> helpdesk' --ac)
>>                                          "|/etc/smrsh/rt-mailgate
>> --queue 'umx:
>> o51CGaSM001908 1170766 Tue Jun 1 08:16 <>
>>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
>> helpdesk' --ac)
>>                                          "|/etc/smrsh/rt-mailgate
>> --queue 'umx:
>> o51CuIdl003186 1355798 Tue Jun 1 08:56 <>
>>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
>> helpdesk' --ac)
>>                                          "|/etc/smrsh/rt-mailgate
>> --queue 'umx:
>> o51Ckond003072 3612709 Tue Jun 1 08:46 <>
>>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
>> helpdesk' --ac)
>>                                          "|/etc/smrsh/rt-mailgate
>> --queue 'umx:
>> o51CutnV003202 3618441 Tue Jun 1 08:56 <>
>>           7BIT ("|/etc/smrsh/rt-mailgate --queue 'umx: client
>> helpdesk' --ac)
>>                                          "|/etc/smrsh/rt-mailgate
>> --queue 'umx:
>>                 Total requests: 6
>> [root at support ~]#
>>
>>
>
> --
>
>
>
> Cheers
>
> Richard Skelton
> Richard.Skelton at infineon.com Infineon Technologies UK Ltd
> Infineon House
> Great Western Court
> Hunts Ground Road
> Stoke Gifford
> Bristol BS34 8HP
> Tel +44(0)117 9528808
>

--



Cheers

Richard Skelton
Richard.Skelton at infineon.com Infineon Technologies UK Ltd
Infineon House
Great Western Court
Hunts Ground Road
Stoke Gifford
Bristol BS34 8HP
Tel +44(0)117 9528808


From ktm at rice.edu  Tue Jun  1 09:55:06 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 1 Jun 2010 08:55:06 -0500
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <1771012955.8958.1275400104011.JavaMail.root@zim.centritech.net>
References: <4C05062E.5090309@infineon.com>
	<1771012955.8958.1275400104011.JavaMail.root@zim.centritech.net>
Message-ID: <20100601135506.GW3063@aart.is.rice.edu>

On Tue, Jun 01, 2010 at 09:48:24AM -0400, Eriks Goodwin-Pfister wrote:
> But then my question becomes, "why did this happen all of a sudden?"  We have not changed user loads, usage levels, etc.  This is a dedicated box being used by about 5 active users and 20 intermittent (once a week) users.  Is 1 Gb of memory not enought for RT with such a light loading?
> 
> And does anyone have any idea what those odd mailq entries are?  I have to go in and delete several hundred of them every day or two.
> 
> Thanks,
> Eriks
> 

Hi Eriks,

Obviously, something did change or you would not be having a
problem. :) The harder part is to discover what changed and how
it is affecting your system. Those odd mailq entries if they
are being fed to RT could bump the load on your system. Do
you have any kind of filtering pre-RT to prevent bogus mail
from hitting the RT server?

Regards,
Ken

> 
> ----- Original Message -----
> From: "Richard Skelton" <Richard.Skelton at infineon.com>
> To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
> Sent: Tuesday, June 1, 2010 9:07:58 AM
> Subject: Re: [rt-users] CPU Wait Maxed Out
> 
> Hi Eriks,
> Yes as I thought you are short on real memory.
> Look at the swap.
> Here is a busy 16 core Linux system of mine with load of free memory:-
> procs -----------memory---------- ---swap-- -----io---- --system--
> ----cpu---- r b swpd free buff cache si so bi bo in cs us sy
> id wa

...lots of repetitive information deleted...


From jesse at bestpractical.com  Tue Jun  1 10:10:07 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 1 Jun 2010 10:10:07 -0400
Subject: [rt-users] Does RT work with current FCGI?
In-Reply-To: <alpine.BSF.2.00.1006010725460.87277@prime.gushi.org>
References: <alpine.BSF.2.00.1006010725460.87277@prime.gushi.org>
Message-ID: <20100601141006.GL2959@bestpractical.com>




On Tue, Jun 01, 2010 at 07:28:03AM -0400, Dan Mahoney, System Admin wrote:
> All,
> 
> I'm having an issue that's causing me this error:
> 
> "Wide character in FCGI::Stream::PRINT at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/CGIHandler.pm line 105. "
> 
> From reading the mailing lists, it can be fixed by downgrading the
> fcgi module to 0.68.  However, BSD's ports aren't nice about doing
> this.
> 
> Is this fixed in the recently released 3.8.8?

It's a bug in the latest FCGI. For the moment, downgrading is the right answer.

> 
> Is there a patch I could apply for this issue?
> 
> (A changelog in the releases would be really cool, FWIW)

Changelogs inside the distribution are something we gave up when we moved to a 
modern version control system that's widely accessible. The changelog frequently 
constituted a major part of the download file size.  

If you need such a thing, you'll want to clone the RT repository per the instructions at http://bestpractical.com/rt/git.html

 
> -Dan Mahoney
> 
> -- 
> 
> --------Dan Mahoney--------
> Techie,  Sysadmin,  WebGeek
> Gushi on efnet/undernet IRC
> ICQ: 13735144   AIM: LarpGM
> Site:  http://www.gushi.org
> ---------------------------
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 


From gerard at eve-team.com  Tue Jun  1 10:32:11 2010
From: gerard at eve-team.com (Gerard FENELON)
Date: Tue, 01 Jun 2010 16:32:11 +0200
Subject: [rt-users] Different rights in queues for different unprivileged
 users
Message-ID: <4C0519EB.9010401@eve-team.com>

> Hello,
> I want to create some unprivileged users and get rights for create
> ticket to everyone to different queues. If I have two unprivileged
> users: user1 and user2, and two queues: queue1 and queue2, I would like
> that user1 can only create tickets on queue1 and user2 con only create
> tickets on queue2.
> I have seen that when I configure the rights for a queue, I can
> configure the rights for all the unprivileged users, but not for one of
> them.
> I think that the best think to do that is to add an unprivileged user to
> a group and assign the rights to the group, but I can't add unprivileged
> users to a group.
>
> Somebody can help me?
>
> I'm using RT version 3.6.3
>
> Best regards

Hi

my solution to this one was to create groups with the appropriate 
rights, temporarily give privileges to the user(s), add the user(s) to 
the group, and remove privileges from the user(s).

I am not sure that it was designed this way on purpose in RT but it works.

I am using RT 3.6.10

Regards
Gerard


From michal.bozon at gmail.com  Tue Jun  1 10:45:59 2010
From: michal.bozon at gmail.com (Michal Bozon)
Date: Tue, 1 Jun 2010 16:45:59 +0200
Subject: [rt-users] Date ISO format in REST
Message-ID: <AANLkTikHHk__EygYVZYVYgU_aMpi98KkMSC0GlcEDQ23@mail.gmail.com>

hi,
i wonder if there's a way, how to get ISO format of date items (e.g.
Created) in REST interface responses.

thanks


From eriks at centritech.net  Tue Jun  1 10:57:41 2010
From: eriks at centritech.net (Eriks Goodwin-Pfister)
Date: Tue, 1 Jun 2010 10:57:41 -0400 (EDT)
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <20100601135506.GW3063@aart.is.rice.edu>
Message-ID: <1531292486.9018.1275404261389.JavaMail.root@zim.centritech.net>

I deleted the mailq, redirected the address for the odd mailq entries to an alternate mailbox, etc.

As for memory, I see from sorting "top" by memory usage that apache is the memory hog...  Any idea what would cause this on an RT box?

  PID USER      PR  NI  VIRT  RES  SHR S %CPU %MEM    TIME+  COMMAND  
 2665 apache    15   0  207m  81m 3692 S  0.0  8.6   1:29.41 httpd                                                                                                                
 2387 apache    15   0  206m  78m 3692 S  0.0  8.3   1:44.80 httpd                                                                                                                
 2668 apache    17   0  206m  75m 3896 S  0.0  8.0   1:32.49 httpd                                                                                                                
 2496 apache    15   0  205m  70m 3880 S  0.0  7.5   1:12.07 httpd                                                                                                                
 2669 apache    15   0  204m  67m 3892 S  0.0  7.1   1:10.97 httpd                                                                                                                
 2391 apache    15   0  206m  65m 3636 S  0.0  6.9   1:07.24 httpd                                                                                                                
 2385 apache    15   0  210m  62m 3308 S  0.0  6.6   1:29.17 httpd                                                                                                                
 2401 apache    17   0  208m  57m 3644 S  0.0  6.1   1:18.16 httpd                                                                                                                
 2388 apache    15   0  204m  56m 3568 S  0.0  6.0   1:01.46 httpd                                                                                                                
 2389 apache    15   0  207m  56m 3824 S  0.0  5.9   1:10.61 httpd                                                                                                                
 2390 apache    15   0  208m  54m 3592 S  0.0  5.8   1:33.90 httpd                                                                                                                
 2493 apache    17   0  203m  50m 3844 S  0.0  5.4   1:02.30 httpd                                                                                                                
 2392 apache    15   0  207m  50m 3232 S  0.0  5.3   1:10.83 httpd                                                                                                                
 2386 apache    15   0  207m  47m 3592 S  0.0  5.0   1:24.97 httpd                                                                                                                
 2494 apache    15   0  205m  46m 3648 S  0.0  4.9   1:10.75 httpd                                                                                                                
 2492 apache    15   0  204m  43m 3812 S  0.0  4.6   1:11.58 httpd                                                                                                                
 2275 root      15   0  115m  15m 3116 S  0.0  1.6   0:04.33 httpd                                                                                                                
 2159 mysql     18   0  138m 8704 2792 S  0.0  0.9   0:01.67 mysqld     


----- Original Message -----
From: "Kenneth Marshall" <ktm at rice.edu>
To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
Cc: "rt-users" <rt-users at lists.bestpractical.com>
Sent: Tuesday, June 1, 2010 9:55:06 AM
Subject: Re: [rt-users] CPU Wait Maxed Out

On Tue, Jun 01, 2010 at 09:48:24AM -0400, Eriks Goodwin-Pfister wrote:
> But then my question becomes, "why did this happen all of a sudden?"
> We have not changed user loads, usage levels, etc. This is a dedicated
> box being used by about 5 active users and 20 intermittent (once a
> week) users. Is 1 Gb of memory not enought for RT with such a light
> loading?
>
> And does anyone have any idea what those odd mailq entries are? I have
> to go in and delete several hundred of them every day or two.
>
> Thanks,
> Eriks
>

Hi Eriks,

Obviously, something did change or you would not be having a
problem. :) The harder part is to discover what changed and how
it is affecting your system. Those odd mailq entries if they
are being fed to RT could bump the load on your system. Do
you have any kind of filtering pre-RT to prevent bogus mail
from hitting the RT server?

Regards,
Ken

>
> ----- Original Message -----
> From: "Richard Skelton" <Richard.Skelton at infineon.com>
> To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
> Sent: Tuesday, June 1, 2010 9:07:58 AM
> Subject: Re: [rt-users] CPU Wait Maxed Out
>
> Hi Eriks,
> Yes as I thought you are short on real memory.
> Look at the swap.
> Here is a busy 16 core Linux system of mine with load of free memory:-
> procs -----------memory---------- ---swap-- -----io---- --system--
> ----cpu---- r b swpd free buff cache si so bi bo in cs us sy
> id wa

...lots of repetitive information deleted...


From cloos at netcologne.de  Tue Jun  1 11:11:22 2010
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 1 Jun 2010 17:11:22 +0200
Subject: [rt-users] Date ISO format in REST
In-Reply-To: <AANLkTikHHk__EygYVZYVYgU_aMpi98KkMSC0GlcEDQ23@mail.gmail.com>
References: <AANLkTikHHk__EygYVZYVYgU_aMpi98KkMSC0GlcEDQ23@mail.gmail.com>
Message-ID: <4C05231A.2090407@netcologne.de>

There is already an ticket open on that:
<http://issues.bestpractical.com/Ticket/Display.html?id=14438&user=guest&pass=guest>

Am 01.06.2010 16:45, schrieb Michal Bozon:
> hi,
> i wonder if there's a way, how to get ISO format of date items (e.g.
> Created) in REST interface responses.
> 
> thanks
> 
> 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 Jun  1 11:12:36 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 1 Jun 2010 10:12:36 -0500
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <1531292486.9018.1275404261389.JavaMail.root@zim.centritech.net>
References: <20100601135506.GW3063@aart.is.rice.edu>
	<1531292486.9018.1275404261389.JavaMail.root@zim.centritech.net>
Message-ID: <20100601151236.GX3063@aart.is.rice.edu>

In versions prior to RT 3.8.8, certain searchs will result in the
use of a large amount of memory in the webserver process. You can
use a "graceful" restart of the apache server to reduce the size
of the process. Maybe an hourly cron job would do the trick?

Regards,
Ken

On Tue, Jun 01, 2010 at 10:57:41AM -0400, Eriks Goodwin-Pfister wrote:
> I deleted the mailq, redirected the address for the odd mailq entries to an alternate mailbox, etc.
> 
> As for memory, I see from sorting "top" by memory usage that apache is the memory hog...  Any idea what would cause this on an RT box?
> 
>   PID USER      PR  NI  VIRT  RES  SHR S %CPU %MEM    TIME+  COMMAND  
>  2665 apache    15   0  207m  81m 3692 S  0.0  8.6   1:29.41 httpd                                                                                                                
>  2387 apache    15   0  206m  78m 3692 S  0.0  8.3   1:44.80 httpd                                                                                                                
>  2668 apache    17   0  206m  75m 3896 S  0.0  8.0   1:32.49 httpd                                                                                                                
>  2496 apache    15   0  205m  70m 3880 S  0.0  7.5   1:12.07 httpd                                                                                                                
>  2669 apache    15   0  204m  67m 3892 S  0.0  7.1   1:10.97 httpd                                                                                                                
>  2391 apache    15   0  206m  65m 3636 S  0.0  6.9   1:07.24 httpd                                                                                                                
>  2385 apache    15   0  210m  62m 3308 S  0.0  6.6   1:29.17 httpd                                                                                                                
>  2401 apache    17   0  208m  57m 3644 S  0.0  6.1   1:18.16 httpd                                                                                                                
>  2388 apache    15   0  204m  56m 3568 S  0.0  6.0   1:01.46 httpd                                                                                                                
>  2389 apache    15   0  207m  56m 3824 S  0.0  5.9   1:10.61 httpd                                                                                                                
>  2390 apache    15   0  208m  54m 3592 S  0.0  5.8   1:33.90 httpd                                                                                                                
>  2493 apache    17   0  203m  50m 3844 S  0.0  5.4   1:02.30 httpd                                                                                                                
>  2392 apache    15   0  207m  50m 3232 S  0.0  5.3   1:10.83 httpd                                                                                                                
>  2386 apache    15   0  207m  47m 3592 S  0.0  5.0   1:24.97 httpd                                                                                                                
>  2494 apache    15   0  205m  46m 3648 S  0.0  4.9   1:10.75 httpd                                                                                                                
>  2492 apache    15   0  204m  43m 3812 S  0.0  4.6   1:11.58 httpd                                                                                                                
>  2275 root      15   0  115m  15m 3116 S  0.0  1.6   0:04.33 httpd                                                                                                                
>  2159 mysql     18   0  138m 8704 2792 S  0.0  0.9   0:01.67 mysqld     
> 
> 
> ----- Original Message -----
> From: "Kenneth Marshall" <ktm at rice.edu>
> To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
> Cc: "rt-users" <rt-users at lists.bestpractical.com>
> Sent: Tuesday, June 1, 2010 9:55:06 AM
> Subject: Re: [rt-users] CPU Wait Maxed Out
> 
> On Tue, Jun 01, 2010 at 09:48:24AM -0400, Eriks Goodwin-Pfister wrote:
> > But then my question becomes, "why did this happen all of a sudden?"
> > We have not changed user loads, usage levels, etc. This is a dedicated
> > box being used by about 5 active users and 20 intermittent (once a
> > week) users. Is 1 Gb of memory not enought for RT with such a light
> > loading?
> >
> > And does anyone have any idea what those odd mailq entries are? I have
> > to go in and delete several hundred of them every day or two.
> >
> > Thanks,
> > Eriks
> >
> 
> Hi Eriks,
> 
> Obviously, something did change or you would not be having a
> problem. :) The harder part is to discover what changed and how
> it is affecting your system. Those odd mailq entries if they
> are being fed to RT could bump the load on your system. Do
> you have any kind of filtering pre-RT to prevent bogus mail
> from hitting the RT server?
> 
> Regards,
> Ken
> 
> >
> > ----- Original Message -----
> > From: "Richard Skelton" <Richard.Skelton at infineon.com>
> > To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
> > Sent: Tuesday, June 1, 2010 9:07:58 AM
> > Subject: Re: [rt-users] CPU Wait Maxed Out
> >
> > Hi Eriks,
> > Yes as I thought you are short on real memory.
> > Look at the swap.
> > Here is a busy 16 core Linux system of mine with load of free memory:-
> > procs -----------memory---------- ---swap-- -----io---- --system--
> > ----cpu---- r b swpd free buff cache si so bi bo in cs us sy
> > id wa
> 
> ...lots of repetitive information deleted...
> 
> 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  Tue Jun  1 11:38:54 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Tue, 1 Jun 2010 11:38:54 -0400
Subject: [rt-users] "Comments about this user"
In-Reply-To: <021B19C0-B24A-406A-81B3-D5063EBDB895@physics.ox.ac.uk>
References: <021B19C0-B24A-406A-81B3-D5063EBDB895@physics.ox.ac.uk>
Message-ID: <AANLkTikK4tWqlTakmv019GQgkdQ18mLOnTzvuJzhO_l5@mail.gmail.com>

On Tue, Jun 1, 2010 at 09:16, David X. Glover
<d.glover1 at physics.ox.ac.uk> wrote:
> Is it possible to allow staff to edit the "Comments about this user" field on regular users without the staff being admins?
Depending on what you mean by admin, yes; SuperUser is not required.
See recent threads Re: ConfigTab et al.

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


From eriks at centritech.net  Tue Jun  1 12:09:32 2010
From: eriks at centritech.net (Eriks Goodwin-Pfister)
Date: Tue, 1 Jun 2010 12:09:32 -0400 (EDT)
Subject: [rt-users] CPU Wait Maxed Out
In-Reply-To: <20100601151236.GX3063@aart.is.rice.edu>
Message-ID: <615366636.9047.1275408572095.JavaMail.root@zim.centritech.net>

I upgraded to 3.8.8 and all seems to be fine now.  :-)

I think that there were/are some user searches that were being used that were causing the overload.


----- Original Message -----
From: "Kenneth Marshall" <ktm at rice.edu>
To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
Cc: "rt-users" <rt-users at lists.bestpractical.com>
Sent: Tuesday, June 1, 2010 11:12:36 AM
Subject: Re: [rt-users] CPU Wait Maxed Out

In versions prior to RT 3.8.8, certain searchs will result in the
use of a large amount of memory in the webserver process. You can
use a "graceful" restart of the apache server to reduce the size
of the process. Maybe an hourly cron job would do the trick?

Regards,
Ken

On Tue, Jun 01, 2010 at 10:57:41AM -0400, Eriks Goodwin-Pfister wrote:
> I deleted the mailq, redirected the address for the odd mailq entries
> to an alternate mailbox, etc.
>
> As for memory, I see from sorting "top" by memory usage that apache is
> the memory hog... Any idea what would cause this on an RT box?
>
>   PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND
>  2665 apache 15 0 207m 81m 3692 S 0.0 8.6 1:29.41 httpd
>  2387 apache 15 0 206m 78m 3692 S 0.0 8.3 1:44.80 httpd
>  2668 apache 17 0 206m 75m 3896 S 0.0 8.0 1:32.49 httpd
>  2496 apache 15 0 205m 70m 3880 S 0.0 7.5 1:12.07 httpd
>  2669 apache 15 0 204m 67m 3892 S 0.0 7.1 1:10.97 httpd
>  2391 apache 15 0 206m 65m 3636 S 0.0 6.9 1:07.24 httpd
>  2385 apache 15 0 210m 62m 3308 S 0.0 6.6 1:29.17 httpd
>  2401 apache 17 0 208m 57m 3644 S 0.0 6.1 1:18.16 httpd
>  2388 apache 15 0 204m 56m 3568 S 0.0 6.0 1:01.46 httpd
>  2389 apache 15 0 207m 56m 3824 S 0.0 5.9 1:10.61 httpd
>  2390 apache 15 0 208m 54m 3592 S 0.0 5.8 1:33.90 httpd
>  2493 apache 17 0 203m 50m 3844 S 0.0 5.4 1:02.30 httpd
>  2392 apache 15 0 207m 50m 3232 S 0.0 5.3 1:10.83 httpd
>  2386 apache 15 0 207m 47m 3592 S 0.0 5.0 1:24.97 httpd
>  2494 apache 15 0 205m 46m 3648 S 0.0 4.9 1:10.75 httpd
>  2492 apache 15 0 204m 43m 3812 S 0.0 4.6 1:11.58 httpd
>  2275 root 15 0 115m 15m 3116 S 0.0 1.6 0:04.33 httpd
>  2159 mysql 18 0 138m 8704 2792 S 0.0 0.9 0:01.67 mysqld
>
>
> ----- Original Message -----
> From: "Kenneth Marshall" <ktm at rice.edu>
> To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
> Cc: "rt-users" <rt-users at lists.bestpractical.com>
> Sent: Tuesday, June 1, 2010 9:55:06 AM
> Subject: Re: [rt-users] CPU Wait Maxed Out
>
> On Tue, Jun 01, 2010 at 09:48:24AM -0400, Eriks Goodwin-Pfister wrote:
> > But then my question becomes, "why did this happen all of a sudden?"
> > We have not changed user loads, usage levels, etc. This is a
> > dedicated box being used by about 5 active users and 20 intermittent
> > (once a
> > week) users. Is 1 Gb of memory not enought for RT with such a light
> > loading?
> >
> > And does anyone have any idea what those odd mailq entries are? I
> > have to go in and delete several hundred of them every day or two.
> >
> > Thanks,
> > Eriks
> >
>
> Hi Eriks,
>
> Obviously, something did change or you would not be having a
> problem. :) The harder part is to discover what changed and how
> it is affecting your system. Those odd mailq entries if they
> are being fed to RT could bump the load on your system. Do
> you have any kind of filtering pre-RT to prevent bogus mail
> from hitting the RT server?
>
> Regards,
> Ken
>
> >
> > ----- Original Message -----
> > From: "Richard Skelton" <Richard.Skelton at infineon.com>
> > To: "Eriks Goodwin-Pfister" <eriks at centritech.net>
> > Sent: Tuesday, June 1, 2010 9:07:58 AM
> > Subject: Re: [rt-users] CPU Wait Maxed Out
> >
> > Hi Eriks,
> > Yes as I thought you are short on real memory.
> > Look at the swap.
> > Here is a busy 16 core Linux system of mine with load of free
> > memory:- procs -----------memory---------- ---swap-- -----io----
> > --system--
> > ----cpu---- r b swpd free buff cache si so bi bo in cs us sy
> > id wa
>
> ...lots of repetitive information deleted...
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From pisceswzh at gmail.com  Tue Jun  1 16:04:39 2010
From: pisceswzh at gmail.com (Thomas Zhenhua Wang)
Date: Tue, 1 Jun 2010 13:04:39 -0700
Subject: [rt-users] Problem with Fetchmail
Message-ID: <000501cb01c5$aba7ff50$02f7fdf0$@com>

Dear all,

 

I'm setting up RT3.88 on Ubuntu10.04.  Now the UI works fine, but I cannot
receive emails thru Fetchmail.  I followed the instruction on this wiki to
setup the fetchmail: http://wiki.bestpractical.com/view/fetchmail. 

 

Following is my /opt/rt3/etc/fetchmailrc.

++++++++++++++++++++++++++++++++++++++

poll pop.126.com proto pop3:

username pisceswzh password [mypassword] mda "/opt/rt3/bin/rt-mailgate --url
[myurl] --queue General --action correspond"

++++++++++++++++++++++++++++++++++++++

 

If I run "fetchmail -f /opt/rt3/etc/fetchmailrc", I got an response "1
message (1 seen) for pisceswzh at pop.126.com (6411 octers). Skipping
message pisceswzh at pop3.126.idns.yeah.net:1 not flushed"

 

Apparently fetchmail is able to see there is one mail in the mailbox, which
is correct, but it is unable to download that email.  I'm doubting if I have
set the mda part correctly or there is some permission issues.

 

Anyone, please help.  Any advice would be deeply appreciated.  Thanks.

 

Tom

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From rob.macgregor at gmail.com  Tue Jun  1 16:30:00 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Tue, 1 Jun 2010 21:30:00 +0100
Subject: [rt-users] Problem with Fetchmail
In-Reply-To: <000501cb01c5$aba7ff50$02f7fdf0$@com>
References: <000501cb01c5$aba7ff50$02f7fdf0$@com>
Message-ID: <AANLkTimOCwNWvc6ANcnE4ftzI3SLIoqAbhyr52J98HxN@mail.gmail.com>

On Tue, Jun 1, 2010 at 21:04, Thomas Zhenhua Wang <pisceswzh at gmail.com> wrote:
> Dear all,
>
> I?m setting up RT3.88 on Ubuntu10.04.? Now the UI works fine, but I cannot
> receive emails thru Fetchmail.? I followed the instruction on this wiki to
> setup the fetchmail: http://wiki.bestpractical.com/view/fetchmail.
>
> Following is my /opt/rt3/etc/fetchmailrc.
>
> ++++++++++++++++++++++++++++++++++++++
>
> poll pop.126.com proto pop3:
>
> username pisceswzh password [mypassword] mda ?/opt/rt3/bin/rt-mailgate --url
> [myurl] --queue General --action correspond?
>
> ++++++++++++++++++++++++++++++++++++++
>
> If I run ?fetchmail ?f /opt/rt3/etc/fetchmailrc?, I got an response ?1
> message (1 seen) for pisceswzh at pop.126.com (6411 octers). Skipping
> message pisceswzh at pop3.126.idns.yeah.net:1 not flushed?
>
> Apparently fetchmail is able to see there is one mail in the mailbox, which
> is correct, but it is unable to download that email.? I?m doubting if I have
> set the mda part correctly or there is some permission issues.
>
> Anyone, please help.? Any advice would be deeply appreciated.? Thanks.

I'd suggest you pop over to the fetchmail-users mailing list, having
read the FAQ, where we'll be happy to help ;)

You may want to add the fetchall (and nokeep) options.  On the command
line use "-a -K".  That will force all emails, new and old, to be
downloaded and then deleted.  If you want to leave them there don't
use "-K".

-- 
                 Please keep list traffic on the list.

Rob MacGregor
      Whoever fights monsters should see to it that in the process he
        doesn't become a monster.                  Friedrich Nietzsche


From p.osiczko at tetrapyloctomy.org  Tue Jun  1 17:56:05 2010
From: p.osiczko at tetrapyloctomy.org (Pawel Osiczko)
Date: Tue, 1 Jun 2010 15:56:05 -0600
Subject: [rt-users] Displaying group dashboards in Elements/Tabs?
Message-ID: <20100601215605.GA30772@tetrapyloctomy.org>

Hello,

Pardon my Mason ignorance, but I'm tring to configure group dashboards for 
our less technically inclined users to show up in Elements/Tabs in RT 3.8.8. 
I've dug around in code a bit, alas I'm still mystified how to line up all 
the stars.

Thanks in advance for any pointers,

Pawel


From Markus.Kummer at t-systems.com  Wed Jun  2 07:27:06 2010
From: Markus.Kummer at t-systems.com (Markus.Kummer at t-systems.com)
Date: Wed, 2 Jun 2010 13:27:06 +0200
Subject: [rt-users] Additional status in Quicksearch results but not in
	Quicksearch box
Message-ID: <50CCFFD1B9C6424389383F7A13A03446011A798572F7@HE101451.emea1.cds.t-internal.com>

Hi Everybody,

I upgraded from RT 3.4.6 to RT 3.8.8.

In 3.4.6 it was possible to extend the default Quicksearch results to include other status than "new and open" without showing them in the Quicksearch box as a new column on the RT at a glance page.
I added the following to etc/RT_SiteConfig.pm 

@ActiveStatus = qw(new open accepted fixed verified) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

That created the new status accepted fixed verified and rejected.

I changed local/html/Elements/Quicksearch 

--- my $all_q = "Queue = '$qid' AND (Status = 'open' OR Status = 'new')";
+++ my $all_q = "Queue = '$qid' AND ( Status = 'new' OR Status = 'open' OR Status = 'accepted' OR Status = 'fixed' OR Status = 'verified')";

and the new status showed up on the Quicksearch results page but not in the QuickSearch box itself.


In RT 3.8.8 this doesn't work anymore:

Adding the new status "accepted fixed and verified" to

Set(@ActiveStatus, qw(new open stalled));

the status appear as expected in the ticket creation form but additionally as a new column in the Quick Search Box also.
Adding them to

Set(@InactiveStatus, qw(accepted fixed verified resolved rejected deleted));

gives me the new status for ticket creation. They don't show up in the Quick Search box but in the Qicksearch results neither.
After searching the mailing list archives (e.g. http://www.gossamer-threads.com/lists/rt/users/86368?search_string=Quicksearch;#86368) I edited the html/Elements/Quicksearch file as follows

--- my @conditions = ();
+++ my @conditions = ( {cond => "Status = 'accepted'", name => loc ('accepted') },
+++ {cond => "Status = 'fixed'", name => loc ('fixed') },
+++ {cond => "Status = 'verified'", name => loc ('verified') },
+++ {cond => "Status = 'requested'", name => loc ('rejected') } );

The result is the same as setting them in the ActiveStatus in RT_SiteConfig.pm.
The status show up in the Quicksearch box as a new column "AND" on the Quicksearch results page.

Is it possible to configure RT to exclude the extra status in the Quicksearch box but still see them in the results?

Thank you for any help,

Markus

From jrummel at imapp.com  Wed Jun  2 11:13:15 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Wed, 2 Jun 2010 08:13:15 -0700 (PDT)
Subject: [rt-users]  Spawn multiple child tickets
Message-ID: <28755908.post@talk.nabble.com>


Hi everyone,

This is driving me crazy, so PLEASE, any help at all is greatly appreciated. 
Is there a way to have multiple child tickets created based on a Select
Multiple custom field?

Example:

Someone selects "Florida" and "Pennsylvania" in the "State" custom field.  I
would like this to create 2 tickets that depend on this ticket when the user
clicks 'Save Changes' (if updating ticket) or 'Create' (if creating new
ticket).  One for Florida, and one for Pennsylvania.

Is there a way to make this happen?  Is this a clear enough description?

Thanks again!
Jonathan

RT 3.6.5, MySQL
-- 
View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28755908.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From aj.ferrigno at gmail.com  Wed Jun  2 12:51:00 2010
From: aj.ferrigno at gmail.com (AJ Ferrigno)
Date: Wed, 2 Jun 2010 12:51:00 -0400
Subject: [rt-users] Routing New Requests by Time
Message-ID: <AANLkTikjQv04AvF8lq6shWNs1hLbQNM9qiwmz7spaUrY@mail.gmail.com>

Hello,

I'm on RT 3.8.8. I have a need to route newly created requests for a
specific queue to a certain owner depending on time of day. I've
created a custom scrip that seems like it should work, but it is
hanging on the "date" call. The log tells me: Can't locate object
method "date" via package "Class::Date" (perhaps you forgot to load
"Class::Date"?

My scrip code is below:

my $createddate = Class::Date::date $self->TicketObj->Created;
if ($self->TicketObj->Created->hour >= 17)
{$self->TicketObj->SetOwner('user1');}
elsif ($createddate->hour >= 15) {$self->TicketObj->SetOwner('user2');}
elsif ($createddate->hour >= 13) {$self->TicketObj->SetOwner('user3');}
elsif ($createddate->hour >= 11) {$self->TicketObj->SetOwner('user4');}
elsif ($$createddate->hour >= 9) {$self->TicketObj->SetOwner('user5');}

I also tried to call $self->TicketObj->Created->hour, but it seems the
"Created" property doesn't return a true Perl datetime object? So I
decided to try it this way.

First of all - is this the best way to handle something like this?
Second, I'm using the web interface to paste this code into the
"Custom action preparation code:" section. How do I include a Perl
"use" directive? Do I need to make this scrip an actual perl file on
the server somewhere to do this? (Where would that be?)

Thanks in advance,
AJ


From kfcrocker at lbl.gov  Wed Jun  2 13:41:30 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 2 Jun 2010 10:41:30 -0700
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <28755908.post@talk.nabble.com>
References: <28755908.post@talk.nabble.com>
Message-ID: <AANLkTimqyuQVzg6RhsCMFDY2-pk1nJ6KHqVHTFebDL9S@mail.gmail.com>

Jonathan,

The only thing I have seen is in the "Bulk Update" the ability to addlinks.
But that entails tickets (parent/child) already existing and you want to
link them. The only thing I can suggest is to create a scrip for this
function. I believe there were a couple out there for something similar to
this before 3.8.X came out with a built-in create link in the Ticket page.
Perhaps you could copy one of those and modify it to meet your needs. Just a
thought.

Kenn
LBNL

On Wed, Jun 2, 2010 at 8:13 AM, Jonathan Rummel <jrummel at imapp.com> wrote:

>
> Hi everyone,
>
> This is driving me crazy, so PLEASE, any help at all is greatly
> appreciated.
> Is there a way to have multiple child tickets created based on a Select
> Multiple custom field?
>
> Example:
>
> Someone selects "Florida" and "Pennsylvania" in the "State" custom field.
>  I
> would like this to create 2 tickets that depend on this ticket when the
> user
> clicks 'Save Changes' (if updating ticket) or 'Create' (if creating new
> ticket).  One for Florida, and one for Pennsylvania.
>
> Is there a way to make this happen?  Is this a clear enough description?
>
> Thanks again!
> Jonathan
>
> RT 3.6.5, MySQL
> --
> View this message in context:
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28755908.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 jrummel at imapp.com  Wed Jun  2 13:54:41 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Wed, 2 Jun 2010 10:54:41 -0700 (PDT)
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <AANLkTimqyuQVzg6RhsCMFDY2-pk1nJ6KHqVHTFebDL9S@mail.gmail.com>
References: <28755908.post@talk.nabble.com>
	<AANLkTimqyuQVzg6RhsCMFDY2-pk1nJ6KHqVHTFebDL9S@mail.gmail.com>
Message-ID: <28757865.post@talk.nabble.com>


Thanks for the response, Kenn.  I definitely think I'm going to have to write
a scrip, but that's where I'm kind of stumped.  I wrote multiple scrips (one
that creates a child ticket for Florida when it is selected, one for
Pennsylvania when it is selected, etc.), and they work individually but when
multiple states are selected, only 1 child ticket is created and it's always
the first option selected.  Does anyone have any thoughts on this?



Jonathan,

The only thing I have seen is in the "Bulk Update" the ability to addlinks.
But that entails tickets (parent/child) already existing and you want to
link them. The only thing I can suggest is to create a scrip for this
function. I believe there were a couple out there for something similar to
this before 3.8.X came out with a built-in create link in the Ticket page.
Perhaps you could copy one of those and modify it to meet your needs. Just a
thought.

Kenn
LBNL


-- 
View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From kfcrocker at lbl.gov  Wed Jun  2 13:59:06 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 2 Jun 2010 10:59:06 -0700
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <28757865.post@talk.nabble.com>
References: <28755908.post@talk.nabble.com>
	<AANLkTimqyuQVzg6RhsCMFDY2-pk1nJ6KHqVHTFebDL9S@mail.gmail.com>
	<28757865.post@talk.nabble.com>
Message-ID: <AANLkTim-W326peTMV0kfVq5RBwbzQc7QggAeCfXX9rcK@mail.gmail.com>

Jonathan,

To help, I'd need to see your scrips and know what version you're on. I
haven't done a scrip to create children, but I think I can look at some
others and help figure them out with you.

Kenn
LBNL

On Wed, Jun 2, 2010 at 10:54 AM, Jonathan Rummel <jrummel at imapp.com> wrote:

>
> Thanks for the response, Kenn.  I definitely think I'm going to have to
> write
> a scrip, but that's where I'm kind of stumped.  I wrote multiple scrips
> (one
> that creates a child ticket for Florida when it is selected, one for
> Pennsylvania when it is selected, etc.), and they work individually but
> when
> multiple states are selected, only 1 child ticket is created and it's
> always
> the first option selected.  Does anyone have any thoughts on this?
>
>
>
> Jonathan,
>
> The only thing I have seen is in the "Bulk Update" the ability to addlinks.
> But that entails tickets (parent/child) already existing and you want to
> link them. The only thing I can suggest is to create a scrip for this
> function. I believe there were a couple out there for something similar to
> this before 3.8.X came out with a built-in create link in the Ticket page.
> Perhaps you could copy one of those and modify it to meet your needs. Just
> a
> thought.
>
> Kenn
> LBNL
>
>
> --
> View this message in context:
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 william.graboyes at theportalgrp.com  Wed Jun  2 14:03:39 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Wed, 2 Jun 2010 11:03:39 -0700
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <28757865.post@talk.nabble.com>
References: <28755908.post@talk.nabble.com>
	<AANLkTimqyuQVzg6RhsCMFDY2-pk1nJ6KHqVHTFebDL9S@mail.gmail.com>
	<28757865.post@talk.nabble.com>
Message-ID: <AANLkTilP4LRQVde5Y3q1TLFNKClI0lNequoKTtgYTEC3@mail.gmail.com>

Hi,

There is a scrip for doing something close to this on the wiki (
http://wiki.bestpractical.com).  Have a look there.

Actually, I remembered it being named something that most wouldn't search
for so here is the link: http://wiki.bestpractical.com/view/Workflow

Thanks,
Bill

On Wed, Jun 2, 2010 at 10:54, Jonathan Rummel <jrummel at imapp.com> wrote:

>
> Thanks for the response, Kenn.  I definitely think I'm going to have to
> write
> a scrip, but that's where I'm kind of stumped.  I wrote multiple scrips
> (one
> that creates a child ticket for Florida when it is selected, one for
> Pennsylvania when it is selected, etc.), and they work individually but
> when
> multiple states are selected, only 1 child ticket is created and it's
> always
> the first option selected.  Does anyone have any thoughts on this?
>
>
>
> Jonathan,
>
> The only thing I have seen is in the "Bulk Update" the ability to addlinks.
> But that entails tickets (parent/child) already existing and you want to
> link them. The only thing I can suggest is to create a scrip for this
> function. I believe there were a couple out there for something similar to
> this before 3.8.X came out with a built-in create link in the Ticket page.
> Perhaps you could copy one of those and modify it to meet your needs. Just
> a
> thought.
>
> Kenn
> LBNL
>
>
> --
> View this message in context:
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Bill Graboyes
On Assignment At:
Toyota Motor Sales, USA, Inc.
Consumer Portal Delivery
Office: (310) 468-6754
Cell: (714) 515-8312
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From juann.dlc at gmail.com  Wed Jun  2 14:13:24 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 14:13:24 -0400
Subject: [rt-users] RT email time
Message-ID: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>

Hi,

For some reazon my RT is sending the emails when any action is configured
with 4 hours of difference from the real time.

from GUI:
Dates <https://srthr31/Ticket/ModifyDates.html?id=1934>  Created: Wed Jun 02
14:10:24 2010
from email sent:
Created On: 2010-06-02 18:10:24

Any configuration should I need to look at? Can someone point me to where
look?
Thanks
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From jrummel at imapp.com  Wed Jun  2 14:59:38 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Wed, 2 Jun 2010 11:59:38 -0700 (PDT)
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <28755908.post@talk.nabble.com>
References: <28755908.post@talk.nabble.com>
Message-ID: <28758625.post@talk.nabble.com>


Thank you, Bill.  I will definitely use that to try and get it to work.

Kenn,

The scrips I wrote look like this:

Condition: User Defined
Action: Create Tickets
Template: Create Child Ticket
Stage: TransactionCreate


Custom condition:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if ($trans->Type eq 'Create' && $ticket->FirstCustomFieldValue('State') eq
'Florida') {
     return 1;
}

return 0;


TEMPLATE:

===Create-Ticket: flchild
Subject: {$Tickets{'TOP'}->Subject}
({$Tickets{'TOP'}->FirstCustomFieldValue('State')})
Depended-On-By: {$Tickets{'TOP'}->Id()}
Owner: jrummel
Requestor: {$Tickets{'TOP'}->Creator}
InitialPriority: {$Tickets{'TOP'}->Priority}
Queue: Test Queue
Content: This is a child ticket automatically created from ticket
#{$Tickets{'TOP'}->Id()}.
ENDOFCONTENT


Please let me know if you need any more info to move on from here.  Thanks!



Jonathan Rummel wrote:
> 
> Hi everyone,
> 
> This is driving me crazy, so PLEASE, any help at all is greatly
> appreciated.  Is there a way to have multiple child tickets created based
> on a Select Multiple custom field?
> 
> Example:
> 
> Someone selects "Florida" and "Pennsylvania" in the "State" custom field. 
> I would like this to create 2 tickets that depend on this ticket when the
> user clicks 'Save Changes' (if updating ticket) or 'Create' (if creating
> new ticket).  One for Florida, and one for Pennsylvania.
> 
> Is there a way to make this happen?  Is this a clear enough description?
> 
> Thanks again!
> Jonathan
> 
> RT 3.6.5, MySQL
> 

-- 
View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28758625.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From Jim.Tambling at datatote.co.uk  Wed Jun  2 15:03:58 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Wed, 2 Jun 2010 20:03:58 +0100
Subject: [rt-users] Due date default time
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89C86@mail.sys.internal>

Is there a way to set a default time for the 'Due Date'  field?

 

Regards,

 

Jim Tambling

 

Network Services

Data Tote Ltd

  

 

 

 

 

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From thierry.thelliez.tech at gmail.com  Wed Jun  2 15:19:10 2010
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Wed, 2 Jun 2010 13:19:10 -0600
Subject: [rt-users] Creating a read-only monitor type role
Message-ID: <AANLkTinvgmFm-OBJpVYCpkR6nAw1IAY8kL42AUo3UodP@mail.gmail.com>

Hello all,

I need to create a role (or group) for users that will have read-only
access to the system. They need to look at a particular queue, look at
the tickets,... but they should not be able to submit tickets, or be
assigned a ticket or participate in the workflow.

I am playing with the queue rights but so far I am not sure how to set that up.

Any suggestions?
Thanks,
Thierry


From juann.dlc at gmail.com  Wed Jun  2 15:20:45 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 15:20:45 -0400
Subject: [rt-users] TimeStamp problem
Message-ID: <AANLkTinYtcWVwiyG18_8oodQieyHSCzYZFK1WE0UC4IO@mail.gmail.com>

Hi,

For some reazon my RT is sending the emails when any action is configured
with 4 hours of difference from the real time.

from GUI:
Dates <https://srthr31/Ticket/ModifyDates.html?id=1934>  Created: Wed Jun 02
14:10:24 2010
from email sent:
Created On: 2010-06-02 18:10:24
In MySQL - the ticket information have this same time

Any configuration should I need to look at? Can someone point me to where
look?
Thanks
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From kfcrocker at lbl.gov  Wed Jun  2 15:22:36 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 2 Jun 2010 12:22:36 -0700
Subject: [rt-users] Due date default time
In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89C86@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE0701C89C86@mail.sys.internal>
Message-ID: <AANLkTikyKYWJ9oHHJcdQ_ZnjPYkm7Rfl68ff8sF6PnBe@mail.gmail.com>

Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in "Basics that allows you to specifiy
the numbers of days when a ticket should be due. IT displays "Requests
should be due in ____ days." Filling this out would do it for every ticket
in a specific Queue. We also have another way as an alternative. We have a
CF defined as "Need-By Date" and we have a scrip that puts that date into
the Due date as the default when it is filled out. Of course, the ticket
owner is able to change whenever they want, but it gives them an idea what
the customer wants.

Hope this helps.

Kenn
LBNL

On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling
<Jim.Tambling at datatote.co.uk>wrote:

>  Is there a way to set a default time for the ?Due Date?  field?
>
>
>
> Regards,
>
>
>
> Jim Tambling
>
>
>
> Network Services
>
> Data Tote Ltd
>
>
>
>
>
>
>
>
>
>
>
>
> 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 juann.dlc at gmail.com  Wed Jun  2 15:24:26 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 15:24:26 -0400
Subject: [rt-users]  Ticket TimeStamp problem
Message-ID: <AANLkTin10FHC4zQvshKU2_B4zdzGILOq9dlZ92Obctkq@mail.gmail.com>

Hi,

For some reason my RT is sending the emails when any action is configured
with 4 hours of difference from the real time.

from GUI:
Dates <https://srthr31/Ticket/ModifyDates.html?id=1934>  Created: Wed Jun 02
14:10:24 2010
from email sent:
Created On: 2010-06-02 18:10:24

In MySQL - the ticket information have this same time. I checked MySQL
server variable :
time_zone                       SYSTEM

Ubuntu Server configuration:
Current default time zone: 'America/Puerto_Rico'
Local time is now:      Wed Jun  2 15:23:01 AST 2010.
Universal Time is now:  Wed Jun  2 19:23:01 UTC 2010.


Any configuration should I need to look at? Can someone point me to where
look?
Thanks
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From racke at linuxia.de  Wed Jun  2 15:31:05 2010
From: racke at linuxia.de (Stefan Hornburg (Racke))
Date: Wed, 02 Jun 2010 21:31:05 +0200
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
Message-ID: <4C06B179.2050608@linuxia.de>

On 06/02/2010 08:13 PM, Juan N. DLC wrote:
> Hi,
>
> For some reazon my RT is sending the emails when any action is configured
> with 4 hours of difference from the real time.
>
> from GUI:
> Dates<https://srthr31/Ticket/ModifyDates.html?id=1934>   Created: Wed Jun 02
> 14:10:24 2010
> from email sent:
> Created On: 2010-06-02 18:10:24
>
> Any configuration should I need to look at? Can someone point me to where
> look?

What about $Timezone setting in RT_SiteConfig.pm. Debian packages are using:

Set($Timezone, `/bin/date +%Z`);

Regards
	Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From Jim.Tambling at datatote.co.uk  Wed Jun  2 15:39:25 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Wed, 2 Jun 2010 20:39:25 +0100
Subject: [rt-users] Due date default time
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89C87@mail.sys.internal>

Hi Kenn,

 

Thanks for the prompt reply. I obviously did not word my question
properly. We set the 'Due Date' manually, as there is no set SLA on
requests. It is the time (24hr) that the request is due that we want to
set to a default.

 

Regards, Jim

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 02 June 2010 20:23
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Due date default time

 

Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in "Basics that allows you to
specifiy the numbers of days when a ticket should be due. IT displays
"Requests should be due in ____ days." Filling this out would do it for
every ticket in a specific Queue. We also have another way as an
alternative. We have a CF defined as "Need-By Date" and we have a scrip
that puts that date into the Due date as the default when it is filled
out. Of course, the ticket owner is able to change whenever they want,
but it gives them an idea what the customer wants.

Hope this helps.

Kenn
LBNL

On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling
<Jim.Tambling at datatote.co.uk> wrote:

Is there a way to set a default time for the 'Due Date'  field?

 

Regards,

 

Jim Tambling

 

Network Services

Data Tote Ltd

  

 

 

 

 



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 juann.dlc at gmail.com  Wed Jun  2 15:40:28 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 15:40:28 -0400
Subject: [rt-users] RT email time
In-Reply-To: <4C06B179.2050608@linuxia.de>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com> 
	<4C06B179.2050608@linuxia.de>
Message-ID: <AANLkTilhD0BgDF-6GBpz0o0lZaTQKge_ISS73sYt1jfo@mail.gmail.com>

Hi,

In my RT_SiteConfig.pm i have this:

# Time Zone:
Set($Timezone , 'America/Puerto_Rico');

On Wed, Jun 2, 2010 at 3:31 PM, Stefan Hornburg (Racke) <racke at linuxia.de>wrote:

> On 06/02/2010 08:13 PM, Juan N. DLC wrote:
>
>> Hi,
>>
>> For some reazon my RT is sending the emails when any action is configured
>> with 4 hours of difference from the real time.
>>
>> from GUI:
>> Dates<https://srthr31/Ticket/ModifyDates.html?id=1934>   Created: Wed Jun
>> 02
>>
>> 14:10:24 2010
>> from email sent:
>> Created On: 2010-06-02 18:10:24
>>
>> Any configuration should I need to look at? Can someone point me to where
>> look?
>>
>
> What about $Timezone setting in RT_SiteConfig.pm. Debian packages are
> using:
>
> Set($Timezone, `/bin/date +%Z`);
>
> Regards
>        Racke
>
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>
> 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 william.graboyes at theportalgrp.com  Wed Jun  2 15:47:02 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Wed, 2 Jun 2010 12:47:02 -0700
Subject: [rt-users] Due date default time
In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89C87@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE0701C89C87@mail.sys.internal>
Message-ID: <AANLkTimmwuy_UTguQeCqWmKBMHdGMzJ6sn5ZvtzENDgX@mail.gmail.com>

Hi Jim,

check out the extension RT::Extension::SLA... I know you said there is no
set SLA on the requests, you can have it set the due date to 24hours out.
If you need another date (extension of time if you will) you may have to
modify the core of the code a little bit.

Thanks,
Bill

On Wed, Jun 2, 2010 at 12:39, Jim Tambling <Jim.Tambling at datatote.co.uk>wrote:

>  Hi Kenn,
>
>
>
> Thanks for the prompt reply. I obviously did not word my question properly.
> We set the ?Due Date? manually, as there is no set SLA on requests. It is
> the time (24hr) that the request is due that we want to set to a default.
>
>
>
> Regards, Jim
>
>
>
> -----Original Message-----
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* 02 June 2010 20:23
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Due date default time
>
>
>
> Jim,
>
> There are a couple ways. You can do it by setting the basics when you
> configure a Queue. There is an option in "Basics that allows you to specifiy
> the numbers of days when a ticket should be due. IT displays "Requests
> should be due in ____ days." Filling this out would do it for every ticket
> in a specific Queue. We also have another way as an alternative. We have a
> CF defined as "Need-By Date" and we have a scrip that puts that date into
> the Due date as the default when it is filled out. Of course, the ticket
> owner is able to change whenever they want, but it gives them an idea what
> the customer wants.
>
> Hope this helps.
>
> Kenn
> LBNL
>
> On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling <Jim.Tambling at datatote.co.uk>
> wrote:
>
> Is there a way to set a default time for the ?Due Date?  field?
>
>
>
> Regards,
>
>
>
> Jim Tambling
>
>
>
> Network Services
>
> Data Tote Ltd
>
>
>
>
>
>
>
>
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Bill Graboyes
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From juann.dlc at gmail.com  Wed Jun  2 15:46:43 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 15:46:43 -0400
Subject: [rt-users] RT email time
In-Reply-To: <4C06B478.7060803@linuxia.de>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com> 
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com> 
	<4C06B478.7060803@linuxia.de>
Message-ID: <AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>

yes, that is the problem I'm having. Any thoughts?

On Wed, Jun 2, 2010 at 3:43 PM, Stefan Hornburg (Racke) <racke at linuxia.de>wrote:

> On 06/02/2010 09:39 PM, Juan N. DLC wrote:
>
>> Hi,
>>
>> I have this in my RT_SiteConfig.pm
>>
>> # Time Zone:
>> Set($Timezone , 'America/Puerto_Rico');
>>
>
> OK, so the times are showing up correctly in the RT web interface, but not
> on email sent?
> Maybe you need to tweak your system time zone as well!?
>
>
> Regards
>        Racke
>
>
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>
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From racke at linuxia.de  Wed Jun  2 16:00:02 2010
From: racke at linuxia.de (Stefan Hornburg (Racke))
Date: Wed, 02 Jun 2010 22:00:02 +0200
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
	<4C06B179.2050608@linuxia.de>	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com>
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>
Message-ID: <4C06B842.9020509@linuxia.de>

On 06/02/2010 09:46 PM, Juan N. DLC wrote:
> yes, that is the problem I'm having. Any thoughts?

Which distribution do you run? What is the output of date +%Z?

Regards
	Racke


-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From juann.dlc at gmail.com  Wed Jun  2 16:17:07 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 16:17:07 -0400
Subject: [rt-users] RT email time
In-Reply-To: <4C06B842.9020509@linuxia.de>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com> 
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com> 
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com> 
	<4C06B842.9020509@linuxia.de>
Message-ID: <AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>

Racke,

weoms at SRTHR31:~$ /bin/date +%Z
AST

weoms at SRTHR31:~$ uname -a
Linux SRTHR31 2.6.31-16-generic-pae #53-Ubuntu SMP Tue Dec 8 05:20:21 UTC
2009 i686 GNU/Linux

weoms at SRTHR31:~$ cat /etc/issue
Ubuntu 9.10 \n \l


On Wed, Jun 2, 2010 at 4:00 PM, Stefan Hornburg (Racke) <racke at linuxia.de>wrote:

> On 06/02/2010 09:46 PM, Juan N. DLC wrote:
>
>> yes, that is the problem I'm having. Any thoughts?
>>
>
> Which distribution do you run? What is the output of date +%Z?
>
>
> Regards
>        Racke
>
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>
> 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 racke at linuxia.de  Wed Jun  2 16:27:22 2010
From: racke at linuxia.de (Stefan Hornburg (Racke))
Date: Wed, 02 Jun 2010 22:27:22 +0200
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
	<4C06B179.2050608@linuxia.de>	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com>
	<4C06B478.7060803@linuxia.de>	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>
	<4C06B842.9020509@linuxia.de>
	<AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
Message-ID: <4C06BEAA.8000401@linuxia.de>

On 06/02/2010 10:17 PM, Juan N. DLC wrote:
> Racke,
>
> weoms at SRTHR31:~$ /bin/date +%Z
> AST
>

That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the
same problem sending email for the command line (e.g. with mail from bds-mailx
package)? Which email server are you using?

Regards
	Racke

-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From juann.dlc at gmail.com  Wed Jun  2 16:39:59 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 16:39:59 -0400
Subject: [rt-users] RT email time
In-Reply-To: <4C06BEAA.8000401@linuxia.de>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com> 
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com> 
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com> 
	<4C06B842.9020509@linuxia.de>
	<AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com> 
	<4C06BEAA.8000401@linuxia.de>
Message-ID: <AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>

I'm using postfix from box and relay with domain ms-exchange server.

i did a sendmail test to my email and checked the Internet headers from
email:

for <jcruz at xxx.com>; *Wed, 2 Jun 2010 18:30:53 -0400*
Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
    id D227D48318; *Thu,  3 Jun 2010 00:35:50 +0400 (AST)*
subject: time test
Message-Id: <20100602203550.D227D48318 at SRTHR31.xxx.com>
Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
From: weoms at xxx.com (weoms)
To: undisclosed-recipients:;
Return-Path: weoms at xxx.com
X-OriginalArrivalTime: 02 Jun 2010 20:35:56.0000 (UTC)
FILETIME=[33A39E00:01CB0293]


On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) <racke at linuxia.de>wrote:

> On 06/02/2010 10:17 PM, Juan N. DLC wrote:
>
>> Racke,
>>
>> weoms at SRTHR31:~$ /bin/date +%Z
>> AST
>>
>>
> That should be the correct timezone for Puerto Rico (GMT - 4). Do you have
> the
> same problem sending email for the command line (e.g. with mail from
> bds-mailx
> package)? Which email server are you using?
>
>
> Regards
>        Racke
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>
> 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 knabe at 4j.lane.edu  Wed Jun  2 17:06:52 2010
From: knabe at 4j.lane.edu (Troy Knabe)
Date: Wed, 2 Jun 2010 14:06:52 -0700
Subject: [rt-users] regex for mac address
Message-ID: <55D08412-D734-4AF4-BAEF-F9E5AF73F1D0@4j.lane.edu>

I am trying to do a regex for mac address verification.  My first attempt looks like this, but did not work.  Anyone have any insight as to what I am missing?

^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$


--
Troy Knabe
knabe at 4j.lane.edu





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From jmaderios at kpu.net  Wed Jun  2 17:07:35 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Wed, 2 Jun 2010 13:07:35 -0800
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
	<4C06B179.2050608@linuxia.de><AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com>
	<4C06B478.7060803@linuxia.de><AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>
	<4C06B842.9020509@linuxia.de><AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
Message-ID: <CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>

Juan,

Time is a pain - Generally I do the following and it works well.

1.  Set system clock to UTC
2.  Set the correct timezone in the OS 
3.  Setup and run ntpd
4.  Set the default Timezone according to RT Docs.

In CentOS / RH world this is accomplished by running the setup utility. 

Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime

I scanned the doc and it covers steps 1 to 3.

Regards,

Jason Maderios



From: Juan N. DLC 
Sent: Wednesday, June 02, 2010 12:39 PM
To: RT-Users at lists.bestpractical.com 
Subject: Re: [rt-users] RT email time


I'm using postfix from box and relay with domain ms-exchange server.

i did a sendmail test to my email and checked the Internet headers from email:

for <jcruz at xxx.com>; Wed, 2 Jun 2010 18:30:53 -0400
Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
    id D227D48318; Thu,  3 Jun 2010 00:35:50 +0400 (AST)
subject: time test
Message-Id: <20100602203550.D227D48318 at SRTHR31.xxx.com>
Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
From: weoms at xxx.com (weoms)
To: undisclosed-recipients:;
Return-Path: weoms at xxx.com
X-OriginalArrivalTime: 02 Jun 2010 20:35:56.0000 (UTC) FILETIME=[33A39E00:01CB0293]



On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) <racke at linuxia.de> wrote:

  On 06/02/2010 10:17 PM, Juan N. DLC wrote:

    Racke,

    weoms at SRTHR31:~$ /bin/date +%Z
    AST




  That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the
  same problem sending email for the command line (e.g. with mail from bds-mailx
  package)? Which email server are you using? 


  Regards
         Racke

  -- 
  LinuXia Systems => http://www.linuxia.de/
  Expert Interchange Consulting and System Administration
  ICDEVGROUP => http://www.icdevgroup.org/
  Interchange Development Team


  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.bestpractical.com





--------------------------------------------------------------------------------



Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From elacour at easter-eggs.com  Wed Jun  2 17:14:49 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 2 Jun 2010 23:14:49 +0200
Subject: [rt-users] Creating a read-only monitor type role
In-Reply-To: <AANLkTinvgmFm-OBJpVYCpkR6nAw1IAY8kL42AUo3UodP@mail.gmail.com>
References: <AANLkTinvgmFm-OBJpVYCpkR6nAw1IAY8kL42AUo3UodP@mail.gmail.com>
Message-ID: <20100602211448.GF26027@easter-eggs.com>

On Wed, Jun 02, 2010 at 01:19:10PM -0600, Thierry Thelliez wrote:
> Hello all,
> 
> I need to create a role (or group) for users that will have read-only
> access to the system. They need to look at a particular queue, look at
> the tickets,... but they should not be able to submit tickets, or be
> assigned a ticket or participate in the workflow.
> 
> I am playing with the queue rights but so far I am not sure how to set that up.
> 

Just give to this group "SeeQueue", "ShowTicket" and if you want
"ShowTicketComments" on the queue they should have read access. With
this they will be able to see the tickets in the queue, but will not be
available as ticket owner and not able to reply to those tickets or
modify ticket meta-datas.

Of course unless you have other rights set to
privileged/unprivileged/everyone pseudo groups or
Requestor/Owner/Cc/AdminCc roles that give them more rights.


From gleduc at mail.sdsu.edu  Wed Jun  2 17:44:47 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 02 Jun 2010 14:44:47 -0700
Subject: [rt-users] regex for mac address
In-Reply-To: <55D08412-D734-4AF4-BAEF-F9E5AF73F1D0@4j.lane.edu>
References: <55D08412-D734-4AF4-BAEF-F9E5AF73F1D0@4j.lane.edu>
Message-ID: <4C06D0CF.5010702@mail.sdsu.edu>

Hi Troy,

The format for MAC addresses is not standardized.  I've seen them with 
(Win, RedHat) and without (Solaris) leading zeros, colons (RH, Solaris) 
or hyphens (Win) as separators, and uppercase (Win, RedHat) or lowercase 
(Solaris) hex values.  I think I've also seen network gear that shows 
them as xxxx:xxxx:xxxx.  It really depends on where the MAC info is 
coming from.

These may not be perfect, but you get the idea.

WXP: /^([0-9a-f]{2}-){5}[0-9a-f]{2}$/i
RH: /^([0-9a-f]{2}:){5}[0-9a-f]{2}$/i
Sol: /^(([0-9a-f]|[1-9a-f][0-9a-f]):){5}([0-9a-f]|[1-9a-f][0-9a-f])$/i

You could try normalizing the string by replacing all colons with 
hyphens and then adding a leading zero to all single character values, 
and then applying your regex.

Regards,
Gene

On 6/2/2010 2:06 PM, Troy Knabe wrote:
> I am trying to do a regex for mac address verification. My first attempt
> looks like this, but did not work. Anyone have any insight as to what I
> am missing?
>
> ^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$
>
> --
> Troy Knabe
> knabe at 4j.lane.edu <mailto:knabe at 4j.lane.edu>
>



From paul_dougherty at prn.com  Wed Jun  2 17:50:56 2010
From: paul_dougherty at prn.com (Dougherty Paul)
Date: Wed, 2 Jun 2010 14:50:56 -0700
Subject: [rt-users] Scrip help please.
Message-ID: <C73EE97EC2AFC54DB02A6767623F96D20AE18DC6@SFRHSMAIL01.am.thmulti.com>

Hi,

 

I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a "CC" to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add
the "CC"'s for every new ticket.

 

Here is the custom condition that is giving me the fits. The current
error I am receiving involves a syntax error...thing is, no matter what
I try, I cannot get this thing to work. Every other part of this process
works (ie, when the cc's are added, the email is sent. The custom action
does indeed add the cc's).

 

I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.

 

Thanks,


Paul

 

 

Custom condition:

if ( ($self->TransactionObj->Type eq "Create") &&

                    ( (
$self->TicketObj->FirstCustomFieldValue('Urgency') eq "Critical") || (
$self->TicketObj->FirstCustomFieldValue('Urgency') eq "critical")))

return 1;

else 

return 0;

 

Custom action: (runs fine):

$self->TicketObj->AddWatcher( Type => "Cc", 

                              Email =>"xxx\@prn.com"); 

$self->TicketObj->AddWatcher( Type => "Cc", 

                              Email =>"xxx\@prn.com"); 

push( @{$self->{'To'}}, 

      $self->TicketObj->Requestors->MemberEmailAddresses, 

      $self->TicketObj->QueueObj->Cc->MemberEmailAddresses ); 

return 1;

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From thierry.thelliez.tech at gmail.com  Wed Jun  2 19:47:08 2010
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Wed, 2 Jun 2010 17:47:08 -0600
Subject: [rt-users] Creating a read-only monitor type role
In-Reply-To: <20100602211448.GF26027@easter-eggs.com>
References: <AANLkTinvgmFm-OBJpVYCpkR6nAw1IAY8kL42AUo3UodP@mail.gmail.com>
	<20100602211448.GF26027@easter-eggs.com>
Message-ID: <AANLkTinEIANLRnptma9ZsPMLIp9tLd2BIg8AUmv9WtZe@mail.gmail.com>

Emmanuel,

You are right and I overlooked the rights under for that queue for
Privileged users.

On the other hand there is maybe a UI improvement to consider: If a
user has no rights to create a ticket, you can still see the quick
ticket creation dialog and the create ticket button, even if using
them results in an error message since no queue is assigned. I would
be cleaner to not present this dialog and button in the first place.


Thanks,
Thierry


From kfcrocker at lbl.gov  Wed Jun  2 20:06:54 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 2 Jun 2010 17:06:54 -0700
Subject: [rt-users] Scrip help please.
In-Reply-To: <C73EE97EC2AFC54DB02A6767623F96D20AE18DC6@SFRHSMAIL01.am.thmulti.com>
References: <C73EE97EC2AFC54DB02A6767623F96D20AE18DC6@SFRHSMAIL01.am.thmulti.com>
Message-ID: <AANLkTimw1OOlmucI84Wb2jcendwtcjndk6JgWSm1iQbs@mail.gmail.com>

Paul,

I have some code that adds a CC to an individual ticket on a Queue basis.
So, if you want this for just certain types of tickets, maybe you could
modify it for those conditions and put it in the Queues relevant to that
need. OH, I also have some code that add's *additional* Cc's on
"Correspondence" with those tickets as well. Is that something you might be
interested in using?

Kenn
LBNL

On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul <paul_dougherty at prn.com>wrote:

>  Hi,
>
>
>
> I am sure this is an id10t error, but I am trying to write a scrip that
> sends an adds a ?CC? to a new ticket whose urgency is Critical (or
> critical). So far, the closest I have gotten is to have the system add the
> ?CC??s for every new ticket.
>
>
>
> Here is the custom condition that is giving me the fits. The current error
> I am receiving involves a syntax error?thing is, no matter what I try, I
> cannot get this thing to work. Every other part of this process works (ie,
> when the cc?s are added, the email is sent. The custom action does indeed
> add the cc?s).
>
>
>
> I just need to meet three conditions. One is on create, the other is
> Urgency (custom field) Critical or Urgency critical.
>
>
>
> Thanks,
>
>
> Paul
>
>
>
>
>
> Custom condition:
>
> if ( ($self->TransactionObj->Type eq "Create") &&
>
>                     ( ( $self->TicketObj->FirstCustomFieldValue('Urgency')
> eq "Critical") || ( $self->TicketObj->FirstCustomFieldValue('Urgency') eq
> "critical")))
>
> return 1;
>
> else
>
> return 0;
>
>
>
> Custom action: (runs fine):
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"xxx\@prn.com");
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"xxx\@prn.com");
>
> push( @{$self->{'To'}},
>
>       $self->TicketObj->Requestors->MemberEmailAddresses,
>
>       $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );
>
> return 1;
>
>
> 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 juann.dlc at gmail.com  Wed Jun  2 22:02:14 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 2 Jun 2010 22:02:14 -0400
Subject: [rt-users] RT email time
In-Reply-To: <CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com> 
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com> 
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com> 
	<4C06B842.9020509@linuxia.de>
	<AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com> 
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com> 
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
Message-ID: <AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>

Jason,

Thank you for the input I will try this and give update later.

On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios <jmaderios at kpu.net> wrote:

>  Juan,
>
> Time is a pain - Generally I do the following and it works well.
>
> 1.  Set system clock to UTC
> 2.  Set the correct timezone in the OS
> 3.  Setup and run ntpd
> 4.  Set the default Timezone according to RT Docs.
>
> In CentOS / RH world this is accomplished by running the setup utility.
>
> Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime
>
> I scanned the doc and it covers steps 1 to 3.
>
> Regards,
>
> Jason Maderios
>
>
>  *From:* Juan N. DLC <juann.dlc at gmail.com>
> *Sent:* Wednesday, June 02, 2010 12:39 PM
> *To:* RT-Users at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT email time
>
> I'm using postfix from box and relay with domain ms-exchange server.
>
> i did a sendmail test to my email and checked the Internet headers from
> email:
>
> for <jcruz at xxx.com>; *Wed, 2 Jun 2010 18:30:53 -0400*
> Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
>     id D227D48318; *Thu,  3 Jun 2010 00:35:50 +0400 (AST)*
> subject: time test
> Message-Id: <20100602203550.D227D48318 at SRTHR31.xxx.com>
> Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
> From: weoms at xxx.com (weoms)
> To: undisclosed-recipients:;
> Return-Path: weoms at xxx.com
> X-OriginalArrivalTime: 02 Jun 2010 20:35:56.0000 (UTC)
> FILETIME=[33A39E00:01CB0293]
>
>
> On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) <racke at linuxia.de>wrote:
>
>> On 06/02/2010 10:17 PM, Juan N. DLC wrote:
>>
>>> Racke,
>>>
>>> weoms at SRTHR31:~$ /bin/date +%Z
>>> AST
>>>
>>>
>> That should be the correct timezone for Puerto Rico (GMT - 4). Do you have
>> the
>> same problem sending email for the command line (e.g. with mail from
>> bds-mailx
>> package)? Which email server are you using?
>>
>>
>> Regards
>>        Racke
>>
>> --
>> LinuXia Systems => http://www.linuxia.de/
>> Expert Interchange Consulting and System Administration
>> ICDEVGROUP => http://www.icdevgroup.org/
>> Interchange Development Team
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>  ------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.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 justin.hayes at orbisuk.com  Thu Jun  3 04:27:45 2010
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 3 Jun 2010 09:27:45 +0100
Subject: [rt-users] Time taken to open ticket history
Message-ID: <99D8AA36-9B0B-4900-92D5-6495E7BFD510@orbisuk.com>

RT 3.8.4

Does anyone have any suggestions on how to improve the time taken for RT to display ticket history. Depending on the number of entries on the ticket it can take 6-30seconds to render the ticket.

I've had a look in the mysql logs for slow queries and can't see any (though it's only logging ones that take longer than 1s so maybe it's doing lots and lots of faster ones that can still be optimised).

I've put some debug logging in and all the time is going in ShowHistory, so I guess in the loop that loops over all the various transactions and things to display for that ticket.

Any suggestions or tweaks that people have done would be great, before I start investigating what's going on at a lower level.

Thanks,

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com






From redssr at linuxmail.org  Thu Jun  3 05:37:23 2010
From: redssr at linuxmail.org (redssr at linuxmail.org)
Date: Thu, 03 Jun 2010 05:37:23 -0400
Subject: [rt-users] RT-Users Digest, Vol 74, Issue 26
In-Reply-To: <mailman.1108.1273657608.1873.rt-users@lists.bestpractical.com>
References: <mailman.1108.1273657608.1873.rt-users@lists.bestpractical.com>
Message-ID: <8CCD117813EB8ED-CCC-13CF3@web-mmc-d02.sysops.aol.com>



Hello,

Is anybody going to reply me?????????????

Regards,

SSR


On Tue, Apr 20, 2010 at 04:48:47AM -0400, redssr at linuxmail.org wrote:
>  First of all  i am very very sory for the late reply.
> 
>  Appreciable Thanks for your immediate reply. According to your suggestion i
>  can't change the setting in the file as it will require to change settings in 
my
>  AD server and my seniors are not allowing to do me so.
> 
> 
>  Is there any other way to solved this issue.
>  Thanks in Advance for the same.


>  >                           'group'                 =3D>  'svn Users',
>  >                           'group_attr'            =3D>  'svn Users',


I doubt that the name of your group attribute in AD is svn Users. 


Find out the actual name of the group attribute you want to search on
and change group_attr to that


-kevin


 

 


 

 

-----Original Message-----
From: rt-users-request at lists.bestpractical.com
To: rt-users at lists.bestpractical.com
Sent: Wed, May 12, 2010 3:16 pm
Subject: RT-Users Digest, Vol 74, Issue 26


Send RT-Users mailing list submissions to
    rt-users at lists.bestpractical.com


To subscribe or unsubscribe via the World Wide Web, visit
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or, via email, send a message with subject or body 'help' to
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You can reach the person managing the list at
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When replying, please edit your Subject line so it is more specific
than "Re: Contents of RT-Users digest..."

 
Today's Topics:


   1. Re: Problems with permissions (bug?) (Ruslan Zakirov)
   2. Re: No To: Field being generated. (Ruslan Zakirov)
   3. SkipTransaction after upgrade to 3.8.8 (Wim Wittesaele)
   4. Re: Can't call method "as_string" (Kevin Falcone) (Kevin Falcone)
   5. Re: RT & mysql / LDAP Auth (Julian Grunnell)

 
    
Attached Message
    
        
            
From:
            
Ruslan Zakirov <ruz at bestpractical.com>
        
        
            
To:
            
Markus.Kummer at t-systems.com
        
        
            
Cc:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] Problems with permissions (bug?)
        
        
            
Date:
            
Tue, 11 May 2010 23:17:41 +0400
        
    


On Tue, May 11, 2010 at 8:47 PM,  <Markus.Kummer at t-systems.com> wrote:
> Dear list,
>
> I'm using rt 3.8.8 and facing problems in setting up permissions for a queue.
>
> What I want is that users see the tickets they have requested in a certain 
queue only.
> So user A cannot see tickets requested by user B and vice versa.
>
> So I applied the following rights
>
> -> Configuration -> Queues -> Group rights
>
> Roles
>
> Requestor:
>
> - CommentOnTicket

Do you really want requestors to comment and see comments?

> - DeleteTicket
> - ForwardMessage
> - ModifyCustomField
> - ModifyTicket
> - OwnTicket

Requestor can own a ticket? Wierd.

> - ReplyToTicket
> - SeeCustomField
> - ShowOutgoingEmail
> - ShowTicket
> - ShowTicketComments

> - StealTicket
> - TakeTicket

This is wierd as well as OwnTicket.

> - Watch
> - WatchAsAdminCc

This is something wierd too.



>
> User defined groups
>
> 1_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> 2_rt_eval
>
> - SeeQueue
> - CreateTicket
>
> This basically works, but when a user logs in he finds an empty RT at a glance 
page.
> But searching for his email address gives the expected results.
> So my only problem is that the Queue is not displayed in the Quicksearch.
> After a lot of searching in the mailing list archives I got some hints.
>
> I applied the following rights additionally:
>
> System groups
>
> Privileged:
>
> - SeeQueue
> - CreateTicket
> - ShowTicket
>
> After login the Quicksearch is populated with that queue but all tickets are 
shown.
> So I removed the ShowTicket right from Privileged (while the user is still 
logged in). After a reload of the RT at a glance page the user sees the queue in 
the quicksearch. Following the link shows the correct tickets (the ticket count 
is wrong but this doesn't matter).
>
> Everything fine so far, but when the user logs out and in again Quicksearch is 
empty again. This is fully reproducible.
>
> Do I miss something here or is this a bug?

Sounds like it, but to be sure clean all sessions in the DB.

> Thanks for any help!

-- 
Best regards, Ruslan.


 
 


 
    
Attached Message
    
        
            
From:
            
Ruslan Zakirov <ruz at bestpractical.com>
        
        
            
To:
            
Mauricio Tavares <raubvogel at gmail.com>
        
        
            
Cc:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] No To: Field being generated.
        
        
            
Date:
            
Tue, 11 May 2010 23:21:09 +0400
        
    


Mauricio,

Without logs and additional info we can not help you.

On Tue, May 11, 2010 at 6:25 PM, Mauricio Tavares <raubvogel at gmail.com> wrote:
> For some reason messages/tickets sent by RT have no To: Fields, only
> Reply-To:. Why would it be doing that? Looking into SendEmail.pm,
>
> sub To {
>    my $self = shift;
>    return ($self->_AddressesFromHeader('To'));
> }
>
> it makes me think the To: field in the head object was not
> extracted/populated. Am I on the right track or just idling aimlessly?
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>




-- 
Best regards, Ruslan.


 
 


 
    
Attached Message
    
        
            
From:
            
Wim Wittesaele <wim at wittesaele.eu>
        
        
            
To:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
[rt-users] SkipTransaction after upgrade to 3.8.8
        
        
            
Date:
            
Tue, 11 May 2010 21:40:25 +0200 (CEST)
        
    


I'm experiencing some problems after upgrading my installation from 3.8.7 to 3.8.8. It seems that my Callbacks are not working anymore. The most important one hides all system transactions as documented here: http://wiki.bestpractical.com/view/HideTransactions/4642.

The callback is in the same ath as before: /opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Elements/ShowHistory/SkipTransaction

Unfortunatly it does'nt seem to do anything. All system messages are still visible. Is there a way to troubleshoot/test callbacks ?


Wim Wittesaele



 
 


 
    
Attached Message
    
        
            
From:
            
Kevin Falcone <falcone at bestpractical.com>
        
        
            
To:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] Can't call method "as_string" (Kevin Falcone)
        
        
            
Date:
            
Tue, 11 May 2010 12:00:50 -0400
        
    


On Tue, Apr 20, 2010 at 04:48:47AM -0400, redssr at linuxmail.org wrote:
>  First of all  i am very very sory for the late reply.
> 
>  Appreciable Thanks for your immediate reply. According to your suggestion i
>  can't change the setting in the file as it will require to change settings in 
my
>  AD server and my seniors are not allowing to do me so.
> 
> 
>  Is there any other way to solved this issue.
>  Thanks in Advance for the same.


>  >                           'group'                 =3D>  'svn Users',
>  >                           'group_attr'            =3D>  'svn Users',


I doubt that the name of your group attribute in AD is svn Users. 


Find out the actual name of the group attribute you want to search on
and change group_attr to that


-kevin

 
 


 
    
Attached Message
    
        
            
From:
            
Julian Grunnell <Julian.Grunnell at webfusion.com>
        
        
            
To:
            
rt-users at lists.bestpractical.com
        
        
            
Subject:
            
Re: [rt-users] RT & mysql / LDAP Auth
        
        
            
Date:
            
Wed, 12 May 2010 10:38:42 +0100
        
    


>-----Original Message-----
>From: Mike Peachey [mailto:mike.peachey at jennic.com]
>Sent: 10 May 2010 12:54
>To: Julian Grunnell
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] RT & mysql / LDAP Auth
>
>Julian Grunnell wrote:
>> Hi - hoping someone can help me, I'm trying to get the
>> RT::Authen::ExternalAuth plugin to work so I can use LDAP for
>> authentication. Just using mysql at the moment, so want to keep this
>as
>> well. Running RT 3.8.5 on Centos, I'd like mysql auth first and then
>> LDAP next. I've managed to configure this without any errors and my
>> mysql authentication still works after a httpd restart. However LDAP
>> auth never works, I'm not that familiar with LDAP so am hoping if I
>> provide my config and rt.log below someone might be able to point me
>in
>> the right direction:
>
>Looks like the whole thing is dying during the MySQL check.
>
>1. Provide the whole config
>2. Are you sure you're supposed to be using ExternalAuth for MySQL
auth?
>Are you actually using it to check against an external MySQL source, or
>are you trying to use MySQL to check RT's own database?
>
[>] 

The whole config is:

##
## Local settings - overrides RT_Config.pm
##

Set($WebBaseURL, "https://xxx.xxx.xxx");
Set($rtname, 'xxx');
Set($Organization , "xxx");
Set($MinimumPasswordLength , "8");
Set($OwnerEmail , 'julian at xxx.xxx');
Set($SMTPFrom, 'support at xxx.xxx');
Set($Timezone , 'GB/London');
Set($UsernameFormat, 'concise');
Set($OldestTransactionsFirst, '0');
Set($SenderMustExistInExternalDatabase);
Set($LogToSyslog    , 'debug');
Set($UseFriendlyFromLine, 0);
Set($WebDomain, 'xxx.xxx.xxx');
Set($WebDefaultStylesheet, '3.5-default');
Set($WebPort, 443);
Set($MaxInlineBody, 148000);



## Display Webfusion logo / link
##
Set($WebImagesURL , $WebPath . "/NoAuth/images/");  # need this for
below
Set($LogoURL, $WebImagesURL . "xxx-logo.png");
Set($LogoLinkURL, 'http://xxx.xxx.xxx');
Set($LogoImageURL, $WebImagesURL . "xxx.xxx.png");
Set($LogoAltText, "xxx");



# {{{ Logging

Set($LogToSyslog    ,'critical');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/opt/rt3/var/log/rt3');
Set($LogToFileNamed , "rt.log");    #log to rt.log



#Set(@Plugins,(qw(RT::Extension::SLA)));
#Set( %ServiceAgreements,
#        Default => '4h',
#        QueueDefault => {
#            'General' => '4h',
#        },
#        Levels => {
#            '2h' => {
#                       StartImmediately => 1,
#                       Resolve => { RealMinutes => 60*2 } },
#            '4h' => {
#                       StartImmediately => 1,
#                       Resolve => { RealMinutes => 60*4 } },
#        },
#    );



#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));



## MySQL / LDAP Configuration
#
# 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_MySQL',
                                '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.
#
# You CANNOT use a SSO cookie for authentication.
Set($ExternalInfoPriority,  [   'My_MySQL',
                                '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,    0);

# These are the full settings for each external service as a
HashOfHashes
# Note that you may have as many external services as you wish. They
will
# be checked in the order specified in the Priority directives above.
# e.g.
#
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDA
P','Other-DB']);
#
Set($ExternalSettings,      {   # AN EXAMPLE DB SERVICE
                                'My_MySQL'   =>  {      ## GENERIC
SECTION
                                                        # The type of
service (db/ldap/cookie)
                                                        'type'
=>  'db',
                                                        # The server
hosting the service
                                                        'server'
=>  'resolver-db.xxx.com',
                                                        ##
SERVICE-SPECIFIC SECTION
                                                        # The database
name
                                                        'database'
=>  'rt3',
                                                        # The database
table
                                                        'table'
=>  'Users',
                                                        # The user to
connect to the database as
                                                        'user'
=>  'root',
                                                        # The password
to use to connect with
                                                        'pass'
=>  'xxx',
                                                        # The port to
use to connect with (e.g. 3306)
                                                        'port'
=>  '3306',
                                                        # The name of
the Perl DBI driver to use (e.g. mysql)
                                                        'dbi_driver'
=>  'mysql',
                                                        # The field in
the table that holds usernames
                                                        'u_field'
=>  'Name',
                                                        # The field in
the table that holds passwords
                                                        'p_field'
=>  'Password',
                                                        # The Perl
package & subroutine used to encrypt passwords
                                                        # e.g. if the
passwords are stored using the MySQL v3.23 "PASSWORD"
                                                        # function, then
you will need Crypt::MySQL::password, but for the
                                                        # MySQL4+
password function you will need Crypt::MySQL::password41
                                                        # Alternatively,
you could use Digest::MD5::md5_hex or any other
                                                        # encryption
subroutine you can load in your perl installation
                                                        'p_enc_pkg'
=>  'Crypt::MySQL',
                                                        'p_enc_sub'
=>  'password41',
                                                        # If your
p_enc_sub takes a salt as a second parameter,
                                                        # uncomment this
line to add your salt
                                                        #'p_salt'
=>  'SALT',
                                                        #
                                                        # 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'
=>  'disabled',
                                                       # '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'
 
}
                                                    },
                                # AN EXAMPLE LDAP SERVICE
                                'My_LDAP'       =>  {   ## GENERIC
SECTION
                                                        # The type of
service (db/ldap/cookie)
                                                        'type'
=>  'ldap',
                                                        # The server
hosting the service
                                                        'server'
=>  '172.17.2.1',
                                                        ##
SERVICE-SPECIFIC SECTION
                                                        # If you can
bind to your LDAP server anonymously you should
                                                        # remove the
user and pass config lines, otherwise specify them here:
                                                        #
                                                        # The username
RT should use to connect to the LDAP server
                                                        'user'
=>  'ldap-rt',
                                                        # The password
RT should use to connect to the LDAP server
                                                        'pass'
=>  'xxx',
                                                        #
                                                        # The LDAP
search base
                                                        'base'
=>  'ou=hosting,ou=corp,dc=internal,dc=hosteurope,dc=com',
                                                        #
                                                        # ALL FILTERS
MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
                                                        # YOU **MUST**
SPECIFY A filter AND A d_filter!!
                                                        #
                                                        # The filter to
use to match RT-Users
                                                        'filter'
=>  '(objectClass=User)',
                                                        # A catch-all
example filter: '(objectClass=*)'
                                                        #
                                                        # The filter
that will only match disabled users
                                                        'd_filter'
=>  '(objectClass=FooBarBaz)',
                                                        # A catch-none
example d_filter: '(objectClass=FooBarBaz)'
                                                        #
                                                        # Should we try
to use TLS to encrypt connections?
                                                        'tls'
=>  0,
                                                        # SSL Version to
provide to Net::SSLeay *if* using SSL
                                                        'ssl_version'
=>  3,
                                                        # What other
args should I pass to Net::LDAP->new($host, at args)?
                                                        'net_ldap_args'
=> [    version =>  3   ],
                                                        # Does
authentication depend on group membership? What group name?
                                                        'group'
=>  'GROUP_NAME',
                                                        # What is the
attribute for the group object that determines membership?
                                                        'group_attr'
=>  'GROUP_ATTR',
                                                        ## RT ATTRIBUTE
MATCHING SECTION
                                                        # The list of RT
attributes that uniquely identify a user
                                                        # This example
shows what you *can* specify.. I recommend reducing this
                                                        # to just the
Name and EmailAddress to save encountering problems later.
 
'attr_match_list'           => [    'Name',
 
'EmailAddress',
 
'RealName',
 
'WorkPhone',
 
'Address2'
 
],
                                                        # The mapping of
RT attributes on to LDAP attributes
                                                        'attr_map'
=>  {   'Name' => 'sAMAccountName',
 
'EmailAddress' => 'mail',
 
'Organization' => 'physicalDeliveryOfficeName',
 
'RealName' => 'cn',
 
'ExternalAuthId' => 'sAMAccountName',
 
'Gecos' => 'sAMAccountName',
 
'WorkPhone' => 'telephoneNumber',
 
'Address1' => 'streetAddress',
 
'City' => 'l',
 
'State' => 'st',
 
'Zip' => 'postalCode',
 
'Country' => 'co'
 
}
                                                    }
                                }
);

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

1;



So at present users are just authenticating against RT's own DB for user
access. What I'd like to do is keep this but also have LDAP. The reason
being users now have multiple usernames / passwords for different
services we run and I want to use LDAP as a way to simplify this - BUT
in order for this to be done I also need to be able to keep the MySQL
access for now and not break RT for all the users.

The RT DB is on a different physical server and the fact that after I
restarted httpd with the config above and could still login with my
usual (mysql) credentials assumed that atleast part of it was working -
is this not the case?

Thanks.




 
 
_______________________________________________
RT-Users mailing list
RT-Users at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

 
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From juann.dlc at gmail.com  Thu Jun  3 09:48:58 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Thu, 3 Jun 2010 09:48:58 -0400
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com> 
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com> 
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com> 
	<4C06B842.9020509@linuxia.de>
	<AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com> 
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com> 
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
Message-ID: <AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>

Jason,

I have my system setup like it should for my area, even installed webmin to
set the system clock and the hardware clock the same to see if that works
and nothing. The problem is MySQL that is using UTC time instead AST like I
want to.

But thanks for the information you posted.

On Wed, Jun 2, 2010 at 10:02 PM, Juan N. DLC <juann.dlc at gmail.com> wrote:

> Jason,
>
> Thank you for the input I will try this and give update later.
>
>
> On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios <jmaderios at kpu.net> wrote:
>
>>  Juan,
>>
>> Time is a pain - Generally I do the following and it works well.
>>
>> 1.  Set system clock to UTC
>> 2.  Set the correct timezone in the OS
>> 3.  Setup and run ntpd
>> 4.  Set the default Timezone according to RT Docs.
>>
>> In CentOS / RH world this is accomplished by running the setup utility.
>>
>> Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime
>>
>> I scanned the doc and it covers steps 1 to 3.
>>
>> Regards,
>>
>> Jason Maderios
>>
>>
>>  *From:* Juan N. DLC <juann.dlc at gmail.com>
>> *Sent:* Wednesday, June 02, 2010 12:39 PM
>> *To:* RT-Users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] RT email time
>>
>> I'm using postfix from box and relay with domain ms-exchange server.
>>
>> i did a sendmail test to my email and checked the Internet headers from
>> email:
>>
>> for <jcruz at xxx.com>; *Wed, 2 Jun 2010 18:30:53 -0400*
>> Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
>>     id D227D48318; *Thu,  3 Jun 2010 00:35:50 +0400 (AST)*
>> subject: time test
>> Message-Id: <20100602203550.D227D48318 at SRTHR31.xxx.com>
>> Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
>> From: weoms at xxx.com (weoms)
>> To: undisclosed-recipients:;
>> Return-Path: weoms at xxx.com
>> X-OriginalArrivalTime: 02 Jun 2010 20:35:56.0000 (UTC)
>> FILETIME=[33A39E00:01CB0293]
>>
>>
>> On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) <racke at linuxia.de
>> > wrote:
>>
>>> On 06/02/2010 10:17 PM, Juan N. DLC wrote:
>>>
>>>> Racke,
>>>>
>>>> weoms at SRTHR31:~$ /bin/date +%Z
>>>> AST
>>>>
>>>>
>>> That should be the correct timezone for Puerto Rico (GMT - 4). Do you
>>> have the
>>> same problem sending email for the command line (e.g. with mail from
>>> bds-mailx
>>> package)? Which email server are you using?
>>>
>>>
>>> Regards
>>>        Racke
>>>
>>> --
>>> LinuXia Systems => http://www.linuxia.de/
>>> Expert Interchange Consulting and System Administration
>>> ICDEVGROUP => http://www.icdevgroup.org/
>>> Interchange Development Team
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>  ------------------------------
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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 rmp.dmd1229 at gmail.com  Thu Jun  3 10:23:59 2010
From: rmp.dmd1229 at gmail.com (rmp dmd)
Date: Thu, 3 Jun 2010 10:23:59 -0400
Subject: [rt-users] DB performance
Message-ID: <AANLkTikSdQNIp-pFYL8OA4rjPjpD0Lkj8NlVx981IJ2O@mail.gmail.com>

Hi,

Currently our RT DB is about 308M.  Not much but with nagios alerts,
production issues, customer problems, Im seeing the DB growing quickly.

I need to make sure that DB will not affect the RT performance.

Kindly help on how I can check DB integrity, and make sure that DB will not
slow RT.

I've been googling but the information are not sufficient.


Thanks!
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From jmaderios at kpu.net  Thu Jun  3 11:10:54 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Thu, 3 Jun 2010 07:10:54 -0800
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
	<4C06B179.2050608@linuxia.de><AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com>
	<4C06B478.7060803@linuxia.de><AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>
	<4C06B842.9020509@linuxia.de><AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
	<4C06BEAA.8000401@linuxia.de><AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps><AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
Message-ID: <D6C1606C35AB4962BAAB26D2CC467112@Alienware>

Juan,

I believe that is correct behavior - Have you set the TZ in RT_Siteconfig?

Example:
Set($Timezone , 'America/Anchorage')


Regards,

Jason Maderios


From: Juan N. DLC 
Sent: Thursday, June 03, 2010 5:48 AM
To: RT-Users at lists.bestpractical.com 
Subject: Re: [rt-users] RT email time


Jason,

I have my system setup like it should for my area, even installed webmin to set the system clock and the hardware clock the same to see if that works and nothing. The problem is MySQL that is using UTC time instead AST like I want to.

But thanks for the information you posted.


On Wed, Jun 2, 2010 at 10:02 PM, Juan N. DLC <juann.dlc at gmail.com> wrote:

  Jason,

  Thank you for the input I will try this and give update later. 



  On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios <jmaderios at kpu.net> wrote:

    Juan,

    Time is a pain - Generally I do the following and it works well.

    1.  Set system clock to UTC
    2.  Set the correct timezone in the OS 
    3.  Setup and run ntpd
    4.  Set the default Timezone according to RT Docs.

    In CentOS / RH world this is accomplished by running the setup utility. 

    Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime

    I scanned the doc and it covers steps 1 to 3.

    Regards,

    Jason Maderios



    From: Juan N. DLC 
    Sent: Wednesday, June 02, 2010 12:39 PM
    To: RT-Users at lists.bestpractical.com 
    Subject: Re: [rt-users] RT email time


    I'm using postfix from box and relay with domain ms-exchange server.

    i did a sendmail test to my email and checked the Internet headers from email:

    for <jcruz at xxx.com>; Wed, 2 Jun 2010 18:30:53 -0400
    Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
        id D227D48318; Thu,  3 Jun 2010 00:35:50 +0400 (AST)
    subject: time test
    Message-Id: <20100602203550.D227D48318 at SRTHR31.xxx.com>
    Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
    From: weoms at xxx.com (weoms)
    To: undisclosed-recipients:;
    Return-Path: weoms at xxx.com
    X-OriginalArrivalTime: 02 Jun 2010 20:35:56.0000 (UTC) FILETIME=[33A39E00:01CB0293]



    On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) <racke at linuxia.de> wrote:

      On 06/02/2010 10:17 PM, Juan N. DLC wrote:

        Racke,

        weoms at SRTHR31:~$ /bin/date +%Z
        AST




      That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the
      same problem sending email for the command line (e.g. with mail from bds-mailx
      package)? Which email server are you using? 


      Regards
             Racke

      -- 
      LinuXia Systems => http://www.linuxia.de/
      Expert Interchange Consulting and System Administration
      ICDEVGROUP => http://www.icdevgroup.org/
      Interchange Development Team


      Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
      Buy a copy at http://rtbook.bestpractical.com





----------------------------------------------------------------------------



    Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
    Buy a copy at http://rtbook.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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Buy a copy at http://rtbook.bestpractical.com
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From juann.dlc at gmail.com  Thu Jun  3 11:19:54 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Thu, 3 Jun 2010 11:19:54 -0400
Subject: [rt-users] RT email time
In-Reply-To: <D6C1606C35AB4962BAAB26D2CC467112@Alienware>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com> 
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com> 
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com> 
	<4C06B842.9020509@linuxia.de>
	<AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com> 
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com> 
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com> 
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com> 
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
Message-ID: <AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>

Yes, I do have the TZ configured in my RT_SiteConfig.pm

# Time Zone:
Set($Timezone , 'America/Puerto_Rico');

LIke I said, the GUI time is working fine, the problem is MySQL, when
creating a ticket it set the Creation Time 4 hours after the real time.

On Thu, Jun 3, 2010 at 11:10 AM, Jason Maderios <jmaderios at kpu.net> wrote:

>  Juan,
>
> I believe that is correct behavior - Have you set the TZ in RT_Siteconfig?
>
> Example:
> Set($Timezone , 'America/Anchorage')
>
> Regards,
>
> Jason Maderios
>
>  *From:* Juan N. DLC <juann.dlc at gmail.com>
> *Sent:* Thursday, June 03, 2010 5:48 AM
> *To:* RT-Users at lists.bestpractical.com
> *Subject:* Re: [rt-users] RT email time
>
> Jason,
>
> I have my system setup like it should for my area, even installed webmin to
> set the system clock and the hardware clock the same to see if that works
> and nothing. The problem is MySQL that is using UTC time instead AST like I
> want to.
>
> But thanks for the information you posted.
>
> On Wed, Jun 2, 2010 at 10:02 PM, Juan N. DLC <juann.dlc at gmail.com> wrote:
>
>> Jason,
>>
>> Thank you for the input I will try this and give update later.
>>
>>
>> On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios <jmaderios at kpu.net> wrote:
>>
>>>  Juan,
>>>
>>> Time is a pain - Generally I do the following and it works well.
>>>
>>> 1.  Set system clock to UTC
>>> 2.  Set the correct timezone in the OS
>>> 3.  Setup and run ntpd
>>> 4.  Set the default Timezone according to RT Docs.
>>>
>>> In CentOS / RH world this is accomplished by running the setup utility.
>>>
>>> Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime
>>>
>>> I scanned the doc and it covers steps 1 to 3.
>>>
>>> Regards,
>>>
>>> Jason Maderios
>>>
>>>
>>>  *From:* Juan N. DLC <juann.dlc at gmail.com>
>>> *Sent:* Wednesday, June 02, 2010 12:39 PM
>>>  *To:* RT-Users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] RT email time
>>>
>>>  I'm using postfix from box and relay with domain ms-exchange server.
>>>
>>> i did a sendmail test to my email and checked the Internet headers from
>>> email:
>>>
>>> for <jcruz at xxx.com>; *Wed, 2 Jun 2010 18:30:53 -0400*
>>> Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
>>>     id D227D48318; *Thu,  3 Jun 2010 00:35:50 +0400 (AST)*
>>> subject: time test
>>> Message-Id: <20100602203550.D227D48318 at SRTHR31.xxx.com>
>>> Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
>>> From: weoms at xxx.com (weoms)
>>> To: undisclosed-recipients:;
>>> Return-Path: weoms at xxx.com
>>> X-OriginalArrivalTime: 02 Jun 2010 20:35:56.0000 (UTC)
>>> FILETIME=[33A39E00:01CB0293]
>>>
>>>
>>> On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) <
>>> racke at linuxia.de> wrote:
>>>
>>>> On 06/02/2010 10:17 PM, Juan N. DLC wrote:
>>>>
>>>>> Racke,
>>>>>
>>>>> weoms at SRTHR31:~$ /bin/date +%Z
>>>>> AST
>>>>>
>>>>>
>>>> That should be the correct timezone for Puerto Rico (GMT - 4). Do you
>>>> have the
>>>> same problem sending email for the command line (e.g. with mail from
>>>> bds-mailx
>>>> package)? Which email server are you using?
>>>>
>>>>
>>>> Regards
>>>>        Racke
>>>>
>>>> --
>>>> LinuXia Systems => http://www.linuxia.de/
>>>> Expert Interchange Consulting and System Administration
>>>> ICDEVGROUP => http://www.icdevgroup.org/
>>>> Interchange Development Team
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>
>>>  ------------------------------
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>  ------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.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 falcone at bestpractical.com  Thu Jun  3 11:27:46 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Jun 2010 11:27:46 -0400
Subject: [rt-users] Displaying group dashboards in Elements/Tabs?
In-Reply-To: <20100601215605.GA30772@tetrapyloctomy.org>
References: <20100601215605.GA30772@tetrapyloctomy.org>
Message-ID: <20100603152746.GA13355@jibsheet.com>

On Tue, Jun 01, 2010 at 03:56:05PM -0600, Pawel Osiczko wrote:
> Pardon my Mason ignorance, but I'm tring to configure group dashboards for 
> our less technically inclined users to show up in Elements/Tabs in RT 3.8.8. 
> I've dug around in code a bit, alas I'm still mystified how to line up all 
> the stars.

Sounds like you want to look at how index.html is using
Elements/DashboardTabs and use that to add the dashboards to other
places you want to see them

Group dashboards should already be showing up on the homepage /
dashboard pages.

-kevin
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From falcone at bestpractical.com  Thu Jun  3 11:33:33 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Jun 2010 11:33:33 -0400
Subject: [rt-users] Additional status in Quicksearch results but not in
 Quicksearch box
In-Reply-To: <50CCFFD1B9C6424389383F7A13A03446011A798572F7@HE101451.emea1.cds.t-internal.com>
References: <50CCFFD1B9C6424389383F7A13A03446011A798572F7@HE101451.emea1.cds.t-internal.com>
Message-ID: <20100603153333.GB13355@jibsheet.com>

On Wed, Jun 02, 2010 at 01:27:06PM +0200, Markus.Kummer at t-systems.com wrote:
> Hi Everybody,
> 
> I upgraded from RT 3.4.6 to RT 3.8.8.
> 
> In 3.4.6 it was possible to extend the default Quicksearch results to include other status than "new and open" without showing them in the Quicksearch box as a new column on the RT at a glance page.
> I added the following to etc/RT_SiteConfig.pm 
> 
> @ActiveStatus = qw(new open accepted fixed verified) unless @ActiveStatus;
> @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
> 
> That created the new status accepted fixed verified and rejected.
> 
> I changed local/html/Elements/Quicksearch 
> 
> --- my $all_q = "Queue = '$qid' AND (Status = 'open' OR Status = 'new')";
> +++ my $all_q = "Queue = '$qid' AND ( Status = 'new' OR Status = 'open' OR Status = 'accepted' OR Status = 'fixed' OR Status = 'verified')";
> 
> and the new status showed up on the Quicksearch results page but not in the QuickSearch box itself.
> 
> 
> In RT 3.8.8 this doesn't work anymore:
> 
> Adding the new status "accepted fixed and verified" to
> 
> Set(@ActiveStatus, qw(new open stalled));
> 
> the status appear as expected in the ticket creation form but additionally as a new column in the Quick Search Box also.
> Adding them to
> 
> Set(@InactiveStatus, qw(accepted fixed verified resolved rejected deleted));
> 
> gives me the new status for ticket creation. They don't show up in the Quick Search box but in the Qicksearch results neither.
> After searching the mailing list archives (e.g. http://www.gossamer-threads.com/lists/rt/users/86368?search_string=Quicksearch;#86368) I edited the html/Elements/Quicksearch file as follows
> 
> --- my @conditions = ();
> +++ my @conditions = ( {cond => "Status = 'accepted'", name => loc ('accepted') },
> +++ {cond => "Status = 'fixed'", name => loc ('fixed') },
> +++ {cond => "Status = 'verified'", name => loc ('verified') },
> +++ {cond => "Status = 'requested'", name => loc ('rejected') } );
> 
> The result is the same as setting them in the ActiveStatus in RT_SiteConfig.pm.
> The status show up in the Quicksearch box as a new column "AND" on the Quicksearch results page.
> 
> Is it possible to configure RT to exclude the extra status in the Quicksearch box but still see them in the results?

I assume "see them in the results" means "see them when you click on
the queue name".  Sounds like you want to hack the definition of
$all_q in an overlay of QueueSummary rather than touching Quicksearch

-kevin
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From falcone at bestpractical.com  Thu Jun  3 11:38:15 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Jun 2010 11:38:15 -0400
Subject: [rt-users] Routing New Requests by Time
In-Reply-To: <AANLkTikjQv04AvF8lq6shWNs1hLbQNM9qiwmz7spaUrY@mail.gmail.com>
References: <AANLkTikjQv04AvF8lq6shWNs1hLbQNM9qiwmz7spaUrY@mail.gmail.com>
Message-ID: <20100603153815.GC13355@jibsheet.com>

On Wed, Jun 02, 2010 at 12:51:00PM -0400, AJ Ferrigno wrote:
> Hello,
> 
> I'm on RT 3.8.8. I have a need to route newly created requests for a
> specific queue to a certain owner depending on time of day. I've
> created a custom scrip that seems like it should work, but it is
> hanging on the "date" call. The log tells me: Can't locate object
> method "date" via package "Class::Date" (perhaps you forgot to load
> "Class::Date"?
> 
> My scrip code is below:
> 
> my $createddate = Class::Date::date $self->TicketObj->Created;
> if ($self->TicketObj->Created->hour >= 17)
> {$self->TicketObj->SetOwner('user1');}
> elsif ($createddate->hour >= 15) {$self->TicketObj->SetOwner('user2');}
> elsif ($createddate->hour >= 13) {$self->TicketObj->SetOwner('user3');}
> elsif ($createddate->hour >= 11) {$self->TicketObj->SetOwner('user4');}
> elsif ($$createddate->hour >= 9) {$self->TicketObj->SetOwner('user5');}
> 
> I also tried to call $self->TicketObj->Created->hour, but it seems the
> "Created" property doesn't return a true Perl datetime object? So I
> decided to try it this way.
> 
> First of all - is this the best way to handle something like this?
> Second, I'm using the web interface to paste this code into the
> "Custom action preparation code:" section. How do I include a Perl
> "use" directive? Do I need to make this scrip an actual perl file on
> the server somewhere to do this? (Where would that be?)

You need to just add use Class::Date; above your code like you would
in a normal perl module

You could do what you want with RT::Date and the CreatedObj, but if
you're more familiar with Class::Date use it.  Be careful what
timezone RT thinks Created is in vs Class::Date.

-kevin
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From jmoseley at corp.xanadoo.com  Thu Jun  3 11:46:09 2010
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Thu, 3 Jun 2010 10:46:09 -0500
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com>
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>
	<4C06B842.9020509@linuxia.de>
	<AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
Message-ID: <AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>

I believe RT, by design, uses the UTC timestamp when storing data in the
database.

--
James

On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <juann.dlc at gmail.com> wrote:

> Yes, I do have the TZ configured in my RT_SiteConfig.pm
>
>
> # Time Zone:
> Set($Timezone , 'America/Puerto_Rico');
>
> LIke I said, the GUI time is working fine, the problem is MySQL, when
> creating a ticket it set the Creation Time 4 hours after the real time.
>
>
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From falcone at bestpractical.com  Thu Jun  3 11:54:05 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Jun 2010 11:54:05 -0400
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <28758625.post@talk.nabble.com>
References: <28755908.post@talk.nabble.com>
 <28758625.post@talk.nabble.com>
Message-ID: <20100603155405.GD13355@jibsheet.com>

On Wed, Jun 02, 2010 at 11:59:38AM -0700, Jonathan Rummel wrote:
> 
> Thank you, Bill.  I will definitely use that to try and get it to work.

Jonathan

Your condition only checks if the first value is Florida and then
again hardcodes the first value into the ticket creation.  Using
FirstCustomFieldValue is never going to show you the second value.

CreateTickets can create multiple tickets by defining them in the
Template with differing ===Create-Ticket: lines (see the pod in the
action) but that requires you to know how many tickets you want.

I believe in the past people have advised that you either write a look
that calls Ticket->Create for each CustomFieldValue, but you should be
able to generate the template entirely within {} for each
CustomFieldValue if you want to go that route.

-kevin

> The scrips I wrote look like this:
> 
> Condition: User Defined
> Action: Create Tickets
> Template: Create Child Ticket
> Stage: TransactionCreate
> 
> 
> Custom condition:
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> 
> if ($trans->Type eq 'Create' && $ticket->FirstCustomFieldValue('State') eq
> 'Florida') {
>      return 1;
> }
> 
> return 0;
> 
> 
> TEMPLATE:
> 
> ===Create-Ticket: flchild
> Subject: {$Tickets{'TOP'}->Subject}
> ({$Tickets{'TOP'}->FirstCustomFieldValue('State')})
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Owner: jrummel
> Requestor: {$Tickets{'TOP'}->Creator}
> InitialPriority: {$Tickets{'TOP'}->Priority}
> Queue: Test Queue
> Content: This is a child ticket automatically created from ticket
> #{$Tickets{'TOP'}->Id()}.
> ENDOFCONTENT
> 
> 
> Please let me know if you need any more info to move on from here.  Thanks!
> 
> 
> 
> Jonathan Rummel wrote:
> > 
> > Hi everyone,
> > 
> > This is driving me crazy, so PLEASE, any help at all is greatly
> > appreciated.  Is there a way to have multiple child tickets created based
> > on a Select Multiple custom field?
> > 
> > Example:
> > 
> > Someone selects "Florida" and "Pennsylvania" in the "State" custom field. 
> > I would like this to create 2 tickets that depend on this ticket when the
> > user clicks 'Save Changes' (if updating ticket) or 'Create' (if creating
> > new ticket).  One for Florida, and one for Pennsylvania.
> > 
> > Is there a way to make this happen?  Is this a clear enough description?
> > 
> > Thanks again!
> > Jonathan
> > 
> > RT 3.6.5, MySQL
> > 
> 
> -- 
> View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28758625.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 falcone at bestpractical.com  Thu Jun  3 11:58:01 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 3 Jun 2010 11:58:01 -0400
Subject: [rt-users] RT-Users Digest, Vol 74, Issue 26
In-Reply-To: <8CCD117813EB8ED-CCC-13CF3@web-mmc-d02.sysops.aol.com>
References: <mailman.1108.1273657608.1873.rt-users@lists.bestpractical.com>
	<8CCD117813EB8ED-CCC-13CF3@web-mmc-d02.sysops.aol.com>
Message-ID: <20100603155801.GE13355@jibsheet.com>

On Thu, Jun 03, 2010 at 05:37:23AM -0400, redssr at linuxmail.org wrote:
>  Is anybody going to reply me?????????????

I'll quote my paste reply, it still stands

>  >  >                           'group'                 =3D>  'svn Users',
>  >  >                           'group_attr'            =3D>  'svn Users',
> 
> 
>  I doubt that the name of your group attribute in AD is svn Users.
> 
>  Find out the actual name of the group attribute you want to search on
>  and change group_attr to that
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From torsten.brumm at googlemail.com  Thu Jun  3 17:14:38 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 3 Jun 2010 23:14:38 +0200
Subject: [rt-users] DB performance
In-Reply-To: <AANLkTikSdQNIp-pFYL8OA4rjPjpD0Lkj8NlVx981IJ2O@mail.gmail.com>
References: <AANLkTikSdQNIp-pFYL8OA4rjPjpD0Lkj8NlVx981IJ2O@mail.gmail.com>
Message-ID: <AANLkTimCLr_qDdhCse_bvU0nkEGn5Ubvm8V41M5YfAVT@mail.gmail.com>

More details are helpful!

How does your setup looks like? Hardware? Software? etc...

Torsten

2010/6/3 rmp dmd <rmp.dmd1229 at gmail.com>

> Hi,
>
> Currently our RT DB is about 308M.  Not much but with nagios alerts,
> production issues, customer problems, Im seeing the DB growing quickly.
>
> I need to make sure that DB will not affect the RT performance.
>
> Kindly help on how I can check DB integrity, and make sure that DB will not
> slow RT.
>
> I've been googling but the information are not sufficient.
>
>
> Thanks!
>
>
> 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.brumm.me
http://www.elektrofeld.de
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From Agnislav.Onufrijchuk at portaone.com  Fri Jun  4 04:26:19 2010
From: Agnislav.Onufrijchuk at portaone.com (Agnislav Onufrijchuk)
Date: Fri, 04 Jun 2010 11:26:19 +0300
Subject: [rt-users] DB performance
In-Reply-To: <AANLkTikSdQNIp-pFYL8OA4rjPjpD0Lkj8NlVx981IJ2O@mail.gmail.com>
References: <AANLkTikSdQNIp-pFYL8OA4rjPjpD0Lkj8NlVx981IJ2O@mail.gmail.com>
Message-ID: <4C08B8AB.8010809@portaone.com>

03.06.2010 17:23, rmp dmd wrote:
> Hi,
> 
> Currently our RT DB is about 308M.  Not much but with nagios alerts,
> production issues, customer problems, Im seeing the DB growing quickly.
> 
> I need to make sure that DB will not affect the RT performance.
> 
> Kindly help on how I can check DB integrity, and make sure that DB will not
> slow RT.
> 
The first question is: what db do you use? mysql/postgres/oracle? Different DBs
requires different approaches.

The second question is: what db do you use?

The third and the rest of questions are rely on DB.

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

  PortaOne Booth 3H1-10, Hall 3
  Canadian Pavilion @ CommunicAsia
  Singapore Expo, June 15-18, 2010


From pablo at emcraft.com  Fri Jun  4 05:45:13 2010
From: pablo at emcraft.com (Pavel Skrylev)
Date: Fri, 4 Jun 2010 13:45:13 +0400
Subject: [rt-users] hiding user list from other users
Message-ID: <20100604134513.3b5de432@psittaca.localdomain>

Hello,

I have an RT?v 2.6.1 installed on our server and have a question about
users rights.

We need for now to restrict some users to not see for them a list of
another users registered at the RT both in proposed list to
change owner, and in the search of users by an email or an other thing.
But we didn't found out how to realize this in context of the
installed RT.

So quiestion is that does the RT support hiding user list from other
users? If not, is any modern version of RT that does it? And finally
how can we patch the installed RT to support the feature?

Sincerely yours, Pavel


From manohar.r at glowtouch.com  Fri Jun  4 05:52:40 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Fri, 4 Jun 2010 15:22:40 +0530
Subject: [rt-users] Retain Cc's and BCc's while replying to the RT
	correspond mails.
Message-ID: <42D10EFE591D4571AC97B6062DF776DE@CPU445>

Hi,

 

How can I retain Cc's not necessarily with Bcc's while replying for the
correspondence mails via RT as well using the email interface?
Commandbyreference extension is also installed.

 

I'm using CentOS5.3, RT 3.8.4, MySQL 5.0.45.

 

Thanks

Manohar

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From JKoermer at prg.com  Fri Jun  4 10:28:47 2010
From: JKoermer at prg.com (Jennifer Koermer)
Date: Fri, 4 Jun 2010 10:28:47 -0400
Subject: [rt-users] Re being removed from Subject in Email
Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BB0146FC95@EXCHANGE2.prg.com>

I did a quick search, and couldn't find anything on the list. 

 

We are seeing the following bug, and I'm wondering if anyone knows the
fix:

If the subject begins with Re the Re is removed from the email subject.

 

So in RT the subject reads: Receiving - xxxxxx

But the email with the update reads:  [domain.com #XXXXXX]eiving -
xxxxxxx

 

Any ideas?  Thanks!

 

-Jennifer

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From juan.mas at gmail.com  Fri Jun  4 10:57:52 2010
From: juan.mas at gmail.com (Juan Mas)
Date: Fri, 4 Jun 2010 10:57:52 -0400
Subject: [rt-users] winmail.dat help RT 3.8.7
Message-ID: <AANLkTilzx8ZpAWothLUHDBSF2P-aj7t6MJ_qz-s6LNk_@mail.gmail.com>

We're having this issue where some e-mails coming into the helpdesk are not
including their original attachments.  Instead the ticket is including a
winmail.dat file.

I found this thread sent to the list which suggests some options, but I
wanted to know if anyone has come up with any sort of walkthrough on how to
implement them.  Specifically, using a perl TNEF module to covert them
before they go into the RT system?

http://www.gossamer-threads.com/lists/rt/users/92786

Thanks,
Juan
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From falcone at bestpractical.com  Fri Jun  4 11:49:56 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 4 Jun 2010 11:49:56 -0400
Subject: [rt-users] Re being removed from Subject in Email
In-Reply-To: <6BD55F6AED7F7846B9398F3CA01FF7BB0146FC95@EXCHANGE2.prg.com>
References: <6BD55F6AED7F7846B9398F3CA01FF7BB0146FC95@EXCHANGE2.prg.com>
Message-ID: <20100604154956.GF13355@jibsheet.com>

On Fri, Jun 04, 2010 at 10:28:47AM -0400, Jennifer Koermer wrote:
>    I did a quick search, and couldn't find anything on the list.
> 
>    We are seeing the following bug, and I'm wondering if anyone knows the fix:
>    If the subject begins with Re the Re is removed from the email subject.
> 
>    So in RT the subject reads: Receiving - xxxxxx
>    But the email with the update reads:  [domain.com #XXXXXX]eiving - xxxxxxx

Looks like this is on Comment notifying AdminCcs ?
If you're seeing it on other mails, you should provide the Message-ID
so we can work out what scrip/template is causing it.

-kevin
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From JKoermer at prg.com  Fri Jun  4 12:25:55 2010
From: JKoermer at prg.com (Jennifer Koermer)
Date: Fri, 4 Jun 2010 12:25:55 -0400
Subject: [rt-users] Re being removed from Subject in Email
In-Reply-To: <20100604154956.GF13355@jibsheet.com>
References: <6BD55F6AED7F7846B9398F3CA01FF7BB0146FC95@EXCHANGE2.prg.com>
	<20100604154956.GF13355@jibsheet.com>
Message-ID: <6BD55F6AED7F7846B9398F3CA01FF7BB0146FCEF@EXCHANGE2.prg.com>

I think you might be correct....I did not notice that it appeared to be
happening on comments.

This is was the first line from the template Admin Comment:
Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); $s
=~ s/\[Comment\]//g; $s =~ s/^Re//i; $s;}

I changed it to the following:
Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); $s
=~ s/\[Comment\]//g; $s =~ s/^Re\://i; $s;}

Appears to be working great now.  Thanks!
-Jennifer


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Friday, June 04, 2010 11:50 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Re being removed from Subject in Email

On Fri, Jun 04, 2010 at 10:28:47AM -0400, Jennifer Koermer wrote:
>    I did a quick search, and couldn't find anything on the list.
> 
>    We are seeing the following bug, and I'm wondering if anyone knows
the fix:
>    If the subject begins with Re the Re is removed from the email
subject.
> 
>    So in RT the subject reads: Receiving - xxxxxx
>    But the email with the update reads:  [domain.com #XXXXXX]eiving - 
> xxxxxxx

Looks like this is on Comment notifying AdminCcs ?
If you're seeing it on other mails, you should provide the Message-ID so
we can work out what scrip/template is causing it.

-kevin


From jpierce at cambridgeenergyalliance.org  Fri Jun  4 12:46:29 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 4 Jun 2010 12:46:29 -0400
Subject: [rt-users] Forward template broken in 3.8.6+
Message-ID: <AANLkTikiWTGqK3B4epX3oUvatotVHz7pEc2q64cvxV7Q@mail.gmail.com>

Does RT no longer respect the forward template? I had one from 3.8.2,
and I seem to recall it working fine.

Ours is pretty basic, just a (fairly obvious) note telling people to
ignore what they don't understand, since
forwards are generally to those not using the system, and some people
freak out when they get a message
with unfamiliar terminology, etc. Today I was trying to amend it to
include the requestor's email address
(again, recipients are not int he system, and the attached
transactions omit this!)

  Content-Type: text/plain; charset=ISO-8859-1
  Content-Transfer-Encoding: 7bit
  Content-Disposition: inline
  RT-Attach-Message: yes
  X-Template: Custom

  This message has been forwarded from CEA ticket #{ $Ticket->id },
transaction #{ $Transaction->id }.
  Don't worry if you do not know what this means, simply enjoy the
message below from { $Ticket->RequestorAddresses }

But whether I forward a transaction or whole ticket, neither the
custom header nor the body is included...
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From falcone at bestpractical.com  Fri Jun  4 13:24:07 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 4 Jun 2010 13:24:07 -0400
Subject: [rt-users] Forward template broken in 3.8.6+
In-Reply-To: <AANLkTikiWTGqK3B4epX3oUvatotVHz7pEc2q64cvxV7Q@mail.gmail.com>
References: <AANLkTikiWTGqK3B4epX3oUvatotVHz7pEc2q64cvxV7Q@mail.gmail.com>
Message-ID: <20100604172407.GH13355@jibsheet.com>

On Fri, Jun 04, 2010 at 12:46:29PM -0400, Jerrad Pierce wrote:
> Does RT no longer respect the forward template? I had one from 3.8.2,
> and I seem to recall it working fine.

3.8.6 added a second template, one for forwarding Tickets and one for
forwarding just a transaction.

-kevin

> Ours is pretty basic, just a (fairly obvious) note telling people to
> ignore what they don't understand, since
> forwards are generally to those not using the system, and some people
> freak out when they get a message
> with unfamiliar terminology, etc. Today I was trying to amend it to
> include the requestor's email address
> (again, recipients are not int he system, and the attached
> transactions omit this!)
> 
>   Content-Type: text/plain; charset=ISO-8859-1
>   Content-Transfer-Encoding: 7bit
>   Content-Disposition: inline
>   RT-Attach-Message: yes
>   X-Template: Custom
> 
>   This message has been forwarded from CEA ticket #{ $Ticket->id },
> transaction #{ $Transaction->id }.
>   Don't worry if you do not know what this means, simply enjoy the
> message below from { $Ticket->RequestorAddresses }
> 
> But whether I forward a transaction or whole ticket, neither the
> custom header nor the body is included...
> -- 
> Cambridge Energy Alliance: Save money. Save the planet.
> 
> 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 vaclav.ovsik at i.cz  Fri Jun  4 14:03:54 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Fri, 4 Jun 2010 20:03:54 +0200
Subject: [rt-users] case insensitive searching in Content?
Message-ID: <20100604180354.GA6682@bobek.localdomain>

Hi,
I'm preparing migration from RT 3.2.2 + Mysql 3.x to RT 3.8.8
+ Mysql or Pg.
I just discovered a problem with the case insensitive searching in the
column Attachments.Content (longblob) while playing with a new RT
instance.

Ticket SQL query
    Content like 'outlook'
on our current (old) RT instance, returns some result set. Column Content has
data-type longtext in the old database schema, so every letter case
combination are found.

On a new testing platform RT 3.8.8 + Mysql only partial set of tickets is
returned with the same query. I must to modify the query to 
    Content like 'outlook' or Content like 'Outlook'
at least to see the most of the tickets.

On the other hand RT 3.8.8 + Pg has Content column data-type text, so
case-insensitive searching works, but there is another issue with non
UTF-8 attachments encoded in quoted-printable, but this is a minor
problem. Pg database behaves better than Mysql in this aspect.

Is there any intention to detach non textual data from the Content
column into e.g. ContentB in future?

Have anyone some knowledge or suggestion about this?

Best Regards
-- 
Zito


From jpierce at cambridgeenergyalliance.org  Fri Jun  4 14:25:21 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 4 Jun 2010 14:25:21 -0400
Subject: [rt-users] Forward template broken in 3.8.6+
In-Reply-To: <20100604172407.GH13355@jibsheet.com>
References: <AANLkTikiWTGqK3B4epX3oUvatotVHz7pEc2q64cvxV7Q@mail.gmail.com>
	<20100604172407.GH13355@jibsheet.com>
Message-ID: <AANLkTinPDPPMCUVMKkJdquK7v6nkNqWhvgZmgWY5ZYA-@mail.gmail.com>

Thanks! found the Forward Ticket template, and the modifications work there,
but even though I've updated the Forward template, I still get messages with
the format specified in etc/initialdata:

    This is forward of transaction #178384 of a ticket #11761


From kfcrocker at lbl.gov  Fri Jun  4 16:14:43 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 4 Jun 2010 13:14:43 -0700
Subject: [rt-users] Trouble with CommandByMail
Message-ID: <AANLkTikP-U2y9mg75XWsdarc-OmDSRnDEXkSrnZGMnV_@mail.gmail.com>

To list,

I have a Custom Field defined as "Fill in one wikitext area" that isn't
getting updated with the entire value when I try to create a ticket using
CommandByMail. I have tried re-defining the CF as "Fill in one text area".
In both situations, the value that ends up in the CF is only 58 characters
long, whereas I entered anywhere from 70 to 180. When I entered:

CF{Description}: Again, this content will see if all the words are carried
over to the custom field and if it will also wrap around or what it will do.
I hope it does it all.

I ended up with :

"Again, this content will see if all the words are carried" in the CF.

Can anyone help me with this?

Thanks in advance.

Kenn
LBNL
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From falcone at bestpractical.com  Fri Jun  4 16:31:25 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 4 Jun 2010 16:31:25 -0400
Subject: [rt-users] Forward template broken in 3.8.6+
In-Reply-To: <AANLkTinPDPPMCUVMKkJdquK7v6nkNqWhvgZmgWY5ZYA-@mail.gmail.com>
References: <AANLkTikiWTGqK3B4epX3oUvatotVHz7pEc2q64cvxV7Q@mail.gmail.com>
	<20100604172407.GH13355@jibsheet.com>
	<AANLkTinPDPPMCUVMKkJdquK7v6nkNqWhvgZmgWY5ZYA-@mail.gmail.com>
Message-ID: <20100604203125.GI13355@jibsheet.com>

On Fri, Jun 04, 2010 at 02:25:21PM -0400, Jerrad Pierce wrote:
> Thanks! found the Forward Ticket template, and the modifications work there,
> but even though I've updated the Forward template, I still get messages with
> the format specified in etc/initialdata:
> 
>     This is forward of transaction #178384 of a ticket #11761

That implies you should have an error in the logs, you're seeing the
"Parsing the template and building a mail failed, use a fallback"
code.  Look in RT::Interface::Email 

-kevin
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From jpierce at cambridgeenergyalliance.org  Fri Jun  4 16:49:24 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 4 Jun 2010 16:49:24 -0400
Subject: [rt-users] Forward template broken in 3.8.6+
In-Reply-To: <20100604203125.GI13355@jibsheet.com>
References: <AANLkTikiWTGqK3B4epX3oUvatotVHz7pEc2q64cvxV7Q@mail.gmail.com>
	<20100604172407.GH13355@jibsheet.com>
	<AANLkTinPDPPMCUVMKkJdquK7v6nkNqWhvgZmgWY5ZYA-@mail.gmail.com>
	<20100604203125.GI13355@jibsheet.com>
Message-ID: <AANLkTilIWikPX7oOZtCCaPWLauWNuGZaLNKAVhFFxZk4@mail.gmail.com>

Hrmph, the template parser is mighty picky. It fails to compile:

  This message has been forwarded from CEA ticket #{ $Ticket->id }
transaction #{ $Transaction->id }.
  Don't worry if you do not know what this means, simply enjoy the
message below from { $Ticket->RequestorAddresses }

But without the spaces around the transaction (as in the initialdata,
but who'd have thought it was meaningful and not simply to squeeze
everything onto one line) it works fine:

  This message has been forwarded from CEA ticket #{ $Ticket->id }
transaction #{$Transaction->id}.
  Don't worry if you do not know what this means, simply enjoy the
message below from { $Ticket->RequestorAddresses }


From shannon_adams68 at yahoo.com  Fri Jun  4 23:08:56 2010
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Fri, 4 Jun 2010 20:08:56 -0700 (PDT)
Subject: [rt-users] Error when upgrading 3.8.6 -> 3.8.8
Message-ID: <64656.80955.qm@web110807.mail.gq1.yahoo.com>

Running CentOS 5.5 - fully patched.  Trying to upgrade from 3.8.6 to 3.8.8.

# make upgrade
.
.
.
.
All dependencies have been found.
/opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
make: /opt/local/bin/ginstall: Command not found
make: *** [config-install] Error 127
#

I can't find anything in the README or UPGRADING doc that would indicate why I am getting this.  Thanks for any help.



      


From jmoseley at corp.xanadoo.com  Sat Jun  5 10:02:52 2010
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Sat, 5 Jun 2010 09:02:52 -0500
Subject: [rt-users] Error when upgrading 3.8.6 -> 3.8.8
In-Reply-To: <64656.80955.qm@web110807.mail.gq1.yahoo.com>
References: <64656.80955.qm@web110807.mail.gq1.yahoo.com>
Message-ID: <AANLkTikgnKeDX6z99aIL6u5d-6D2LChv2WcKaJMHjC2G@mail.gmail.com>

Never tried make upgrade...  I simply compile into a different directory
then link /opt/rt3 to /opt/rt3.8.8 for example.

That way, if something goes wrong, you still have the working install in
/opt/rt3.8.6

--
James

On Fri, Jun 4, 2010 at 10:08 PM, Shannon Adams <shannon_adams68 at yahoo.com>wrote:

> Running CentOS 5.5 - fully patched.  Trying to upgrade from 3.8.6 to 3.8.8.
>
> # make upgrade
> .
> .
> .
> .
> All dependencies have been found.
> /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
> make: /opt/local/bin/ginstall: Command not found
> make: *** [config-install] Error 127
> #
>
> I can't find anything in the README or UPGRADING doc that would indicate
> why I am getting this.  Thanks for any help.
>
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From koen.vanimpe at belnet.be  Mon Jun  7 12:07:47 2010
From: koen.vanimpe at belnet.be (Koen Van Impe)
Date: Mon, 07 Jun 2010 18:07:47 +0200
Subject: [rt-users] "Auto-Submitted: auto-replied" causes bounces to Google
	Groups
Message-ID: <4C0D1953.5080204@belnet.be>

Hi,

We recently got a couple of bounces when sending tickets (investigations
and incidents in RTIR) to a customer that had his mail handled by Google.
Mail sent to individuals (through RT) were accepted, group-aliases not.
A bit of investigation on their side (with them getting support from
Google) showed that the messages were rejected because of the header
 "Auto-Submitted: auto-replied"

I can filter this on a Postfix level but before doing so ... would this
affect RT in any way? Is there any configuration in RT that would
prevent RT from inserting this header?

We're running RT 3.8.7.

Thanks for the replies,

Koen

-- 
Koen Van Impe - BELNET CERT
koen.vanimpe at belnet.be
PGP Key Id 0xED12AD79
Contact: https://cert.belnet.be/


From steve.obrien at hdesd.org  Mon Jun  7 15:10:58 2010
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Mon, 7 Jun 2010 12:10:58 -0700
Subject: [rt-users] winmail.dat attachments only on ticket Replies
Message-ID: <B552F1CEF7EAA349B399923F668DBAFA84588BD4F9@exch01.hdesd.org>

Hello,
I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies.

1.)    If a user opens a ticket with an attachment - no problem

2.)    If a user creates a new email using the subject line included in the original ticket with an attachment - no problem

3.)    If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem
TIA,
Steve

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From juan.mas at gmail.com  Mon Jun  7 15:15:30 2010
From: juan.mas at gmail.com (Juan Mas)
Date: Mon, 7 Jun 2010 15:15:30 -0400
Subject: [rt-users] winmail.dat attachments only on ticket Replies
In-Reply-To: <B552F1CEF7EAA349B399923F668DBAFA84588BD4F9@exch01.hdesd.org>
References: <B552F1CEF7EAA349B399923F668DBAFA84588BD4F9@exch01.hdesd.org>
Message-ID: <AANLkTima9xO3spEXG6H5B8KwVfGU-N4IjYZrQBO9aKEB@mail.gmail.com>

I just went through a similar issue.  Though for me, if a user submitted a
new ticket and were using Rich Text formatting, it would create the
winmail.dat file.  The only way I was able to fix it was to disable TNEF
formatting in Exchange.  If you look up TNEF and RT you will probably find
some workarounds for your RT server, but I couldn't get any of them to work,
so resorted to disabling it completely on Exchange.

On Mon, Jun 7, 2010 at 3:10 PM, Steve O'Brien <steve.obrien at hdesd.org>wrote:

>  Hello,
>
> I am trying to figure out how to get RT-mailgate to parse winamil.dat files
> that are attached to ticket replies.
>
> 1.)    If a user opens a ticket with an attachment - no problem
>
> 2.)    If a user creates a new email using the subject line included in
> the original ticket with an attachment ? no problem
>
> 3.)    If a user click on reply to the ticket and adds an attachment then
> I get winmail.dat attachment ? problem
>
> TIA,
>
> Steve
>
>
>
>
> 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 jarends at illinois.edu  Mon Jun  7 15:49:45 2010
From: jarends at illinois.edu (John Arends)
Date: Mon, 07 Jun 2010 14:49:45 -0500
Subject: [rt-users] RTAddressRegexp and 3.8.8
Message-ID: <4C0D4D59.5000707@illinois.edu>

Is there now more strict checking for RTAddressRegexp in 3.8.8? I don't 
remember getting this error in the past.

[Mon Jun  7 19:42:01 2010] [error]: The RTAddressRegexp option is not 
set in the config. Not setting this option results in additional SQL 
queries to check whether each address belongs to RT or not. It is 
especially important to set this option if RT recieves emails on 
addresses that are not in the database or config. 
(/opt/rt3/bin/../lib/RT/Config.pm:343)



From ktm at rice.edu  Mon Jun  7 16:53:22 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 7 Jun 2010 15:53:22 -0500
Subject: [rt-users] Time taken to open ticket history
In-Reply-To: <99D8AA36-9B0B-4900-92D5-6495E7BFD510@orbisuk.com>
References: <99D8AA36-9B0B-4900-92D5-6495E7BFD510@orbisuk.com>
Message-ID: <20100607205322.GQ3063@aart.is.rice.edu>

Hi Justin,

The last time I looked at this problem, the slow step is simply
preparing all of the transactions for the web. The biggest gains
were made by pruning the list of displayed transactions to the
bare minimum, by default. Then have a button to allow seeing
all of the transactions, if needed.

Regards,
Ken

On Thu, Jun 03, 2010 at 09:27:45AM +0100, Justin Hayes wrote:
> RT 3.8.4
> 
> Does anyone have any suggestions on how to improve the time taken for RT to display ticket history. Depending on the number of entries on the ticket it can take 6-30seconds to render the ticket.
> 
> I've had a look in the mysql logs for slow queries and can't see any (though it's only logging ones that take longer than 1s so maybe it's doing lots and lots of faster ones that can still be optimised).
> 
> I've put some debug logging in and all the time is going in ShowHistory, so I guess in the loop that loops over all the various transactions and things to display for that ticket.
> 
> Any suggestions or tweaks that people have done would be great, before I start investigating what's going on at a lower level.
> 
> Thanks,
> 
> Justin


From ranatanveer at gmail.com  Mon Jun  7 18:24:27 2010
From: ranatanveer at gmail.com (Rana Tanveer)
Date: Tue, 8 Jun 2010 03:24:27 +0500
Subject: [rt-users] why cant i install perl-RT-Authen-ExternalAutt pluggin
	through yum on my fedora box.
Message-ID: <AANLkTinfRaEn-qTRzlsq76MRGq0JAss2eNB7nklTU9WV@mail.gmail.com>

Hi Community

Although a tar source is working for me fine, but i need to install
perl-RT-Authen-ExternalAut on my production server, and as per our policy we
only install package through yum. this pluggin is not available any of FC
repository.

I decided to create custom RPM for my need to be fulfill but it seems that
RT 3.8.x should be installed on the machine to create this particular RPM.

http://ftp.atm.pld-linux.org/pool/p/perl-RT-Authen-ExternalAuth/
http://www.mail-archive.com/pld-cvs-commit at lists.pld-linux.org/msg171116.html


is there any way i can build RPM on non RT machine ?

--
Regards,

Rana Tanveer
+923224194457
http://www.vuaskari.com
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From bjd-dev at simplicity.net  Mon Jun  7 19:31:57 2010
From: bjd-dev at simplicity.net (Brian D)
Date: Mon, 7 Jun 2010 19:31:57 -0400
Subject: [rt-users] Time taken to open ticket history
In-Reply-To: <20100607205322.GQ3063@aart.is.rice.edu>
References: <99D8AA36-9B0B-4900-92D5-6495E7BFD510@orbisuk.com>
	<20100607205322.GQ3063@aart.is.rice.edu>
Message-ID: <AANLkTinWp0c6bAIYiSFuv38DBU-_hbMc7AAJLHTTedFD@mail.gmail.com>

Ken,

Is there a patch out there that does this?  Hiding some of the extraneous
txns is something I was thinking of doing as well.

Thanks,
Brian

On Jun 7, 2010 4:53 PM, "Kenneth Marshall" <ktm at rice.edu> wrote:

Hi Justin,

The last time I looked at this problem, the slow step is simply
preparing all of the transactions for the web. The biggest gains
were made by pruning the list of displayed transactions to the
bare minimum, by default. Then have a button to allow seeing
all of the transactions, if needed.

Regards,
Ken


On Thu, Jun 03, 2010 at 09:27:45AM +0100, Justin Hayes wrote:
> RT 3.8.4
>
> Does anyone have any ...

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bes...
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From steve.obrien at hdesd.org  Mon Jun  7 19:54:56 2010
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Mon, 7 Jun 2010 16:54:56 -0700
Subject: [rt-users] winmail.dat attachments only on ticket Replies
In-Reply-To: <AANLkTima9xO3spEXG6H5B8KwVfGU-N4IjYZrQBO9aKEB@mail.gmail.com>
References: <B552F1CEF7EAA349B399923F668DBAFA84588BD4F9@exch01.hdesd.org>
	<AANLkTima9xO3spEXG6H5B8KwVfGU-N4IjYZrQBO9aKEB@mail.gmail.com>
Message-ID: <B552F1CEF7EAA349B399923F668DBAFA84588BD74F@exch01.hdesd.org>

Thanks Juan,
I have too tried tnef and ytnef work-arounds without success.

I don't have control over all the exchange environments using RT so I have to find a solution for the winmail.dat decoding.

Thanks!

Steve O'Brien

From: Juan Mas [mailto:juan.mas at gmail.com]
Sent: Monday, June 07, 2010 12:16 PM
To: Steve O'Brien
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] winmail.dat attachments only on ticket Replies

I just went through a similar issue.  Though for me, if a user submitted a new ticket and were using Rich Text formatting, it would create the winmail.dat file.  The only way I was able to fix it was to disable TNEF formatting in Exchange.  If you look up TNEF and RT you will probably find some workarounds for your RT server, but I couldn't get any of them to work, so resorted to disabling it completely on Exchange.
On Mon, Jun 7, 2010 at 3:10 PM, Steve O'Brien <steve.obrien at hdesd.org<mailto:steve.obrien at hdesd.org>> wrote:
Hello,
I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies.

1.)    If a user opens a ticket with an attachment - no problem

2.)    If a user creates a new email using the subject line included in the original ticket with an attachment - no problem

3.)    If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem
TIA,
Steve



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 Markus.Kummer at t-systems.com  Tue Jun  8 02:18:15 2010
From: Markus.Kummer at t-systems.com (Markus.Kummer at t-systems.com)
Date: Tue, 8 Jun 2010 08:18:15 +0200
Subject: [rt-users] Additional status in Quicksearch results but not in
 Quicksearch box
In-Reply-To: <50CCFFD1B9C6424389383F7A13A03446011A89D77250@HE101451.emea1.cds.t-internal.com>
References: <50CCFFD1B9C6424389383F7A13A03446011A89D77250@HE101451.emea1.cds.t-internal.com>
Message-ID: <50CCFFD1B9C6424389383F7A13A03446011A89D77253@HE101451.emea1.cds.t-internal.com>

Hi Kevin,

thanks a lot for your hint. I changed QueueSummary and it works!
I'm not sure if it is the right way but this is what I did.

local/html/Elements/QueueSummary:
--- %   my $all_q = $queue_cond . "(".join( " OR ", map $_->{cond}, @$conditions).")";
+++ %   my $all_q = $queue_cond . "(".join( " OR ", map $_->{cond},{cond => "Status = 'accepted'", name => loc ('accepted') },{cond => "Status = 'fixed'", name => loc ('fixed') },{cond => "Status = 'verified'", name => loc ('verified') },{cond => "Status = 'new'", name => loc ('new') },{cond => "Status = 'open'", name => loc ('open') } ).")";

Best regards,

Markus
============================================

-----Urspr?ngliche Nachricht-----
Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 3. Juni 2010 17:34
An: rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] Additional status in Quicksearch results but not in Quicksearch box

On Wed, Jun 02, 2010 at 01:27:06PM +0200, Markus.Kummer at t-systems.com wrote:
> Hi Everybody,
> 
> I upgraded from RT 3.4.6 to RT 3.8.8.
> 
> In 3.4.6 it was possible to extend the default Quicksearch results to include other status than "new and open" without showing them in the Quicksearch box as a new column on the RT at a glance page.
> I added the following to etc/RT_SiteConfig.pm
> 
> @ActiveStatus = qw(new open accepted fixed verified) unless 
> @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless 
> @InactiveStatus;
> 
> That created the new status accepted fixed verified and rejected.
> 
> I changed local/html/Elements/Quicksearch
> 
> --- my $all_q = "Queue = '$qid' AND (Status = 'open' OR Status = 
> 'new')";
> +++ my $all_q = "Queue = '$qid' AND ( Status = 'new' OR Status = 
> +++ 'open' OR Status = 'accepted' OR Status = 'fixed' OR Status = 
> +++ 'verified')";
> 
> and the new status showed up on the Quicksearch results page but not in the QuickSearch box itself.
> 
> 
> In RT 3.8.8 this doesn't work anymore:
> 
> Adding the new status "accepted fixed and verified" to
> 
> Set(@ActiveStatus, qw(new open stalled));
> 
> the status appear as expected in the ticket creation form but additionally as a new column in the Quick Search Box also.
> Adding them to
> 
> Set(@InactiveStatus, qw(accepted fixed verified resolved rejected 
> deleted));
> 
> gives me the new status for ticket creation. They don't show up in the Quick Search box but in the Qicksearch results neither.
> After searching the mailing list archives (e.g. 
> http://www.gossamer-threads.com/lists/rt/users/86368?search_string=Qui
> cksearch;#86368) I edited the html/Elements/Quicksearch file as 
> follows
> 
> --- my @conditions = ();
> +++ my @conditions = ( {cond => "Status = 'accepted'", name => loc
> +++ ('accepted') }, {cond => "Status = 'fixed'", name => loc ('fixed') 
> +++ }, {cond => "Status = 'verified'", name => loc ('verified') }, 
> +++ {cond => "Status = 'requested'", name => loc ('rejected') } );
> 
> The result is the same as setting them in the ActiveStatus in RT_SiteConfig.pm.
> The status show up in the Quicksearch box as a new column "AND" on the Quicksearch results page.
> 
> Is it possible to configure RT to exclude the extra status in the Quicksearch box but still see them in the results?

I assume "see them in the results" means "see them when you click on the queue name".  Sounds like you want to hack the definition of $all_q in an overlay of QueueSummary rather than touching Quicksearch

-kevin



From vaclav.ovsik at i.cz  Tue Jun  8 03:10:23 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Tue, 8 Jun 2010 09:10:23 +0200
Subject: [rt-users] case insensitive searching in Content?
In-Reply-To: <20100606193458.GA26706@aart.is.rice.edu>
References: <20100604180354.GA6682@bobek.localdomain>
	<20100606193458.GA26706@aart.is.rice.edu>
Message-ID: <20100608071022.GA29977@bobek.localdomain>

... 3rd try to mail ...

On Sun, Jun 06, 2010 at 02:34:58PM -0500, Kenneth Marshall wrote:
> Hi Zito,
> 
> You can look in the mailing list archives for several similar "discoveries" on
> how MySQL works with content searches and the longblob data type. I would
> definitely recommend using PostgreSQL for its full-text indexing available
> in the wiki. Of course, I am partial... :)

Hi Ken,
thanks for the suggestion. I red the wiki page
http://wiki.bestpractical.com/view/PostgreSQLFullText already.
I'm definitely going to try this way, also patching DBIx::SearchBuilder
is a bit hack, but ILIKE is too slow on Pg.
Regards
-- 
Zito


From cloos at netcologne.de  Tue Jun  8 08:09:37 2010
From: cloos at netcologne.de (Christian Loos)
Date: Tue, 8 Jun 2010 14:09:37 +0200
Subject: [rt-users] Time taken to open ticket history
In-Reply-To: <AANLkTinWp0c6bAIYiSFuv38DBU-_hbMc7AAJLHTTedFD@mail.gmail.com>
References: <99D8AA36-9B0B-4900-92D5-6495E7BFD510@orbisuk.com>	<20100607205322.GQ3063@aart.is.rice.edu>
	<AANLkTinWp0c6bAIYiSFuv38DBU-_hbMc7AAJLHTTedFD@mail.gmail.com>
Message-ID: <4C0E3301.9030700@netcologne.de>

Hi,

just try out my extension:
http://github.com/cloos/rt-extension-historyfilter

Chris


Am 08.06.2010 01:31, schrieb Brian D:
> Ken,
> 
> Is there a patch out there that does this?  Hiding some of the
> extraneous txns is something I was thinking of doing as well.
> 
> Thanks,
> Brian
> 
>> On Jun 7, 2010 4:53 PM, "Kenneth Marshall" <ktm at rice.edu
>> <mailto:ktm at rice.edu>> wrote:
>>
>> Hi Justin,
>>
>> The last time I looked at this problem, the slow step is simply
>> preparing all of the transactions for the web. The biggest gains
>> were made by pruning the list of displayed transactions to the
>> bare minimum, by default. Then have a button to allow seeing
>> all of the transactions, if needed.
>>
>> Regards,
>> Ken
>>
>>
>> On Thu, Jun 03, 2010 at 09:27:45AM +0100, Justin Hayes wrote:
>> > RT 3.8.4
>> >
>> > Does anyone have any ...
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bes...
>>
> 
> 
> 
> 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 Jun  8 08:12:30 2010
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 8 Jun 2010 13:12:30 +0100
Subject: [rt-users] Time taken to open ticket history
In-Reply-To: <20100607205322.GQ3063@aart.is.rice.edu>
References: <99D8AA36-9B0B-4900-92D5-6495E7BFD510@orbisuk.com>
	<20100607205322.GQ3063@aart.is.rice.edu>
Message-ID: <829E1947-BAC3-4C30-91A4-FDBB5F653B3A@orbisuk.com>

You'd want to prune at the DB query level though I'd have thought? Otherwise it still has to loop over everything to decide whether or not to show things.

I'm already doing this (my Display doesnt show quite a lot compared to History) but there's not much speed difference.

Perhaps I'm pruning at too high a level in the code?

Thanks,

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 7 Jun 2010, at 21:53, Kenneth Marshall wrote:

> Hi Justin,
> 
> The last time I looked at this problem, the slow step is simply
> preparing all of the transactions for the web. The biggest gains
> were made by pruning the list of displayed transactions to the
> bare minimum, by default. Then have a button to allow seeing
> all of the transactions, if needed.
> 
> Regards,
> Ken
> 
> On Thu, Jun 03, 2010 at 09:27:45AM +0100, Justin Hayes wrote:
>> RT 3.8.4
>> 
>> Does anyone have any suggestions on how to improve the time taken for RT to display ticket history. Depending on the number of entries on the ticket it can take 6-30seconds to render the ticket.
>> 
>> I've had a look in the mysql logs for slow queries and can't see any (though it's only logging ones that take longer than 1s so maybe it's doing lots and lots of faster ones that can still be optimised).
>> 
>> I've put some debug logging in and all the time is going in ShowHistory, so I guess in the loop that loops over all the various transactions and things to display for that ticket.
>> 
>> Any suggestions or tweaks that people have done would be great, before I start investigating what's going on at a lower level.
>> 
>> Thanks,
>> 
>> Justin



From justin.hayes at orbisuk.com  Tue Jun  8 08:19:28 2010
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 8 Jun 2010 13:19:28 +0100
Subject: [rt-users] Time taken to open ticket history
In-Reply-To: <20100607205322.GQ3063@aart.is.rice.edu>
References: <99D8AA36-9B0B-4900-92D5-6495E7BFD510@orbisuk.com>
	<20100607205322.GQ3063@aart.is.rice.edu>
Message-ID: <765CD8CB-DB39-42EC-83F9-90EFA2F903B5@orbisuk.com>

I'm using a SkipTransation callback in ShowHistory that does something like

<%init>
  my $ttype;
  $ttype = $Transaction->Type;
  $$skip = 1 if (($_SkipSystemMessages) && ((($Transaction->Creator eq RT->Config->Get('SystemUserID')) 
&& ($Transaction->Type ne 'Status') 
&& ($Transaction->Type ne 'Comment')) || (($Transaction->Creator eq RT->Config->Get('CronUserID')) 
&& (($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>

But I guess it's too late at this point for performance reasons, as we're already processing the entry?

Justin

-------------------------------------------------
Justin Hayes
Orbis Support Manager
justin.hayes at orbisuk.com




On 7 Jun 2010, at 21:53, Kenneth Marshall wrote:

> Hi Justin,
> 
> The last time I looked at this problem, the slow step is simply
> preparing all of the transactions for the web. The biggest gains
> were made by pruning the list of displayed transactions to the
> bare minimum, by default. Then have a button to allow seeing
> all of the transactions, if needed.
> 
> Regards,
> Ken
> 
> On Thu, Jun 03, 2010 at 09:27:45AM +0100, Justin Hayes wrote:
>> RT 3.8.4
>> 
>> Does anyone have any suggestions on how to improve the time taken for RT to display ticket history. Depending on the number of entries on the ticket it can take 6-30seconds to render the ticket.
>> 
>> I've had a look in the mysql logs for slow queries and can't see any (though it's only logging ones that take longer than 1s so maybe it's doing lots and lots of faster ones that can still be optimised).
>> 
>> I've put some debug logging in and all the time is going in ShowHistory, so I guess in the loop that loops over all the various transactions and things to display for that ticket.
>> 
>> Any suggestions or tweaks that people have done would be great, before I start investigating what's going on at a lower level.
>> 
>> Thanks,
>> 
>> Justin

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From ktm at rice.edu  Tue Jun  8 08:48:15 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 8 Jun 2010 07:48:15 -0500
Subject: [rt-users] case insensitive searching in Content?
In-Reply-To: <20100608071022.GA29977@bobek.localdomain>
References: <20100604180354.GA6682@bobek.localdomain>
	<20100606193458.GA26706@aart.is.rice.edu>
	<20100608071022.GA29977@bobek.localdomain>
Message-ID: <20100608124815.GR3063@aart.is.rice.edu>

On Tue, Jun 08, 2010 at 09:10:23AM +0200, V?clav Ovs?k wrote:
> ... 3rd try to mail ...
> 
> On Sun, Jun 06, 2010 at 02:34:58PM -0500, Kenneth Marshall wrote:
> > Hi Zito,
> > 
> > You can look in the mailing list archives for several similar "discoveries" on
> > how MySQL works with content searches and the longblob data type. I would
> > definitely recommend using PostgreSQL for its full-text indexing available
> > in the wiki. Of course, I am partial... :)
> 
> Hi Ken,
> thanks for the suggestion. I red the wiki page
> http://wiki.bestpractical.com/view/PostgreSQLFullText already.
> I'm definitely going to try this way, also patching DBIx::SearchBuilder
> is a bit hack, but ILIKE is too slow on Pg.
> Regards
> -- 
> Zito
> 

Hi Zito,

ILIKE is fine on PostgreSQL as long as the search is anchored on
the left and there is an index. Otherwise it will do a sequential
scan of the attachments table to find matching records. The wiki
entries for full-text indexing with PostgreSQL and Oracle can avoid
the sequential scan through the use of the database's full-text
index support. I do agree that patching the actual DBIx::SearchBuilder
is not preferable. Unfortunately, since that is the API that is used
to provide a database abstraction layer and it does not yet include
the ability to specify full-text indexing details, you have to patch
it. If it is any consolation, the patch is much, much simpler (trivial)
for the PostgreSQL support versus the version that is needed for
OracleText. :)

Regards,
Ken


From falcone at bestpractical.com  Tue Jun  8 09:41:40 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 8 Jun 2010 09:41:40 -0400
Subject: [rt-users] Error when upgrading 3.8.6 -> 3.8.8
In-Reply-To: <64656.80955.qm@web110807.mail.gq1.yahoo.com>
References: <64656.80955.qm@web110807.mail.gq1.yahoo.com>
Message-ID: <20100608134140.GA595@jibsheet.com>

On Fri, Jun 04, 2010 at 08:08:56PM -0700, Shannon Adams wrote:
> Running CentOS 5.5 - fully patched.  Trying to upgrade from 3.8.6 to 3.8.8.
> 
> # make upgrade

The interesting part is probably your ./configure line and the output

-kevin


> .
> .
> All dependencies have been found.
> /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
> make: /opt/local/bin/ginstall: Command not found
> make: *** [config-install] Error 127
> #
> 
> I can't find anything in the README or UPGRADING doc that would indicate why I am getting this.  Thanks for any help.
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From falcone at bestpractical.com  Tue Jun  8 10:53:09 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 8 Jun 2010 10:53:09 -0400
Subject: [rt-users] RTAddressRegexp and 3.8.8
In-Reply-To: <4C0D4D59.5000707@illinois.edu>
References: <4C0D4D59.5000707@illinois.edu>
Message-ID: <20100608145309.GB595@jibsheet.com>

On Mon, Jun 07, 2010 at 02:49:45PM -0500, John Arends wrote:
> Is there now more strict checking for RTAddressRegexp in 3.8.8? I
> don't remember getting this error in the past.

Yes, it did

> [Mon Jun  7 19:42:01 2010] [error]: The RTAddressRegexp option is
> not set in the config. Not setting this option results in additional
> SQL queries to check whether each address belongs to RT or not. It
> is especially important to set this option if RT recieves emails on
> addresses that are not in the database or config.
> (/opt/rt3/bin/../lib/RT/Config.pm:343)
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From vaclav.ovsik at i.cz  Tue Jun  8 10:57:25 2010
From: vaclav.ovsik at i.cz (=?iso-8859-1?Q?V=E1clav_Ovs=EDk?=)
Date: Tue, 8 Jun 2010 16:57:25 +0200
Subject: [rt-users] case insensitive searching in Content?
In-Reply-To: <20100608124815.GR3063@aart.is.rice.edu>
References: <20100604180354.GA6682@bobek.localdomain>
	<20100606193458.GA26706@aart.is.rice.edu>
	<20100608071022.GA29977@bobek.localdomain>
	<20100608124815.GR3063@aart.is.rice.edu>
Message-ID: <20100608145725.GA13576@bobek.localdomain>

Hi Ken,

On Tue, Jun 08, 2010 at 07:48:15AM -0500, Kenneth Marshall wrote:
> ILIKE is fine on PostgreSQL as long as the search is anchored on
> the left and there is an index. Otherwise it will do a sequential
> scan of the attachments table to find matching records. The wiki
> entries for full-text indexing with PostgreSQL and Oracle can avoid
> the sequential scan through the use of the database's full-text

thanks for your work on PostgreSQLFullText wiki page! Good starting
point. I'm playing with the fulltext on one instance already. I must
discuss the possibility to use the fulltext on Pg with my leader. The
results are different from those get from ILIKE. I tried to find 'cisco'
for example :). Normal search returned 25 tickets, but fulltext only 15.
Fulltext parser did tokens from URL and www.cisco.com was a lexem as is
(not broken further). I can't say this is fine or not, it is difference.
Users must know this - how to write the query correctly.

> index support. I do agree that patching the actual DBIx::SearchBuilder
> is not preferable. Unfortunately, since that is the API that is used
> to provide a database abstraction layer and it does not yet include
> the ability to specify full-text indexing details, you have to patch
> it. If it is any consolation, the patch is much, much simpler (trivial)
> for the PostgreSQL support versus the version that is needed for
> OracleText. :)

I completely understand. I put the package libdbix-searchbuilder-perl
(Debian) on hold in aptitude, so sysadmin should remember, that this
package needs a special handling. I did a copy of SearchBuilder.pm file
into <rt-prefix>/local/lib/DBIx/ and did a modification. This perl path
is searched first, so a modification is beside other RT code...

I have prepared a script for converting data from Mysql to Pg and for
adding/removing fulltext support based on your wiki page. Maybe it can
be added to wiki for someone else to play with fulltext and Pg. I must
to test it a bit and switch some fixed parts into conditional blocks
controlled by command-line options.

Regards
-- 
Zito


From ktm at rice.edu  Tue Jun  8 11:11:45 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 8 Jun 2010 10:11:45 -0500
Subject: [rt-users] case insensitive searching in Content?
In-Reply-To: <20100608145725.GA13576@bobek.localdomain>
References: <20100604180354.GA6682@bobek.localdomain>
	<20100606193458.GA26706@aart.is.rice.edu>
	<20100608071022.GA29977@bobek.localdomain>
	<20100608124815.GR3063@aart.is.rice.edu>
	<20100608145725.GA13576@bobek.localdomain>
Message-ID: <20100608151145.GT3063@aart.is.rice.edu>

On Tue, Jun 08, 2010 at 04:57:25PM +0200, V?clav Ovs?k wrote:
> Hi Ken,
> 
> On Tue, Jun 08, 2010 at 07:48:15AM -0500, Kenneth Marshall wrote:
> > ILIKE is fine on PostgreSQL as long as the search is anchored on
> > the left and there is an index. Otherwise it will do a sequential
> > scan of the attachments table to find matching records. The wiki
> > entries for full-text indexing with PostgreSQL and Oracle can avoid
> > the sequential scan through the use of the database's full-text
> 
> thanks for your work on PostgreSQLFullText wiki page! Good starting
> point. I'm playing with the fulltext on one instance already. I must
> discuss the possibility to use the fulltext on Pg with my leader. The
> results are different from those get from ILIKE. I tried to find 'cisco'
> for example :). Normal search returned 25 tickets, but fulltext only 15.
> Fulltext parser did tokens from URL and www.cisco.com was a lexem as is
> (not broken further). I can't say this is fine or not, it is difference.
> Users must know this - how to write the query correctly.
> 

Correct, the results depend on the parsing rules that are used
by the full-text configuration. These rules can be adapted to
your needs, but I do agree that some explanation about common
types of query problems would be worthwhile.

Regards,
Ken



From steve.anderson at bipsolutions.com  Tue Jun  8 13:38:44 2010
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Tue, 8 Jun 2010 18:38:44 +0100
Subject: [rt-users] Odd custom fields category from field source
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805C8661D5551@PEMEXMBXVS01.jellyfishnet.co.uk.local>

I've just been working with RT::CustomFieldValues::External, and having created one that pulls in a list from another database, I'm seeing it using what appears to be the name of one of our groups as a category heading. (Though when I change the name of the group, it's not changing. So I may well be wrong)


I then tried the simple example in the docs (with no modification) and it's doing exactly the same thing.

This is when it's set up as a 'select one value' custom field.

Anyone seen anything similar with this?

Steve Anderson


________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
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From steve.obrien at hdesd.org  Tue Jun  8 13:53:35 2010
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Tue, 8 Jun 2010 10:53:35 -0700
Subject: [rt-users] winmail.dat in Ticket Replies
Message-ID: <B552F1CEF7EAA349B399923F668DBAFA84588BD9D9@exch01.hdesd.org>

Not having much luck thus far...  Can anyone explain why none of the TNEF decoders seem to be able to decode the ticket replies?  What is different about the reply than the original email?

FYI -


1.)    Initial Ticket creation attachments come through - no problem

2.)    Emailing with the Ticket Subject line and attachment - no problem

3.)    Replying to ticket result with an attachment results in winmail.dat - problem

Disabling TNEF in Exchange is not an option since several of the mail servers are outside of our control

TIA,
Steve
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From steve.anderson at bipsolutions.com  Tue Jun  8 14:19:48 2010
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Tue, 8 Jun 2010 19:19:48 +0100
Subject: [rt-users] Odd custom fields category from field source
In-Reply-To: <C5C7E297C4A0ED4093C5CBF8DC0B3805C8661D5551@PEMEXMBXVS01.jellyfishnet.co.uk.local>
References: <C5C7E297C4A0ED4093C5CBF8DC0B3805C8661D5551@PEMEXMBXVS01.jellyfishnet.co.uk.local>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805C8661D5573@PEMEXMBXVS01.jellyfishnet.co.uk.local>

Evening all,

Well, answered part of my own question, as I've found where it's coming from.
It's in the Attributes table. Update the value there, and it shows up right.

+----+----------+-------------+------------------+-------------+----------------------+----------+---------+---------------------+---------------+---------------------+
| id | Name     | Description | Content          | ContentType | ObjectType           | ObjectId | Creator | Created             | LastUpdatedBy | LastUpdated         |
+----+----------+-------------+------------------+-------------+----------------------+----------+---------+---------------------+---------------+---------------------+
|  5 | Category | 0           | Desktop Support1 |             | RT::CustomFieldValue |        1 |      12 | 2007-02-13 11:15:22 |            12 | 2007-02-13 11:18:51 |
+----+----------+-------------+------------------+-------------+----------------------+----------+---------+---------------------+---------------+---------------------+


Anyone have an idea about what I can do about it? The ObjectId doesn't match the ID of the custom field (That's 5.)


Using RT 3.8.8, (upgraded most recently from 3.8.2)

Steve Anderson

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Anderson
Sent: 08 June 2010 6:39 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Odd custom fields category from field source

I've just been working with RT::CustomFieldValues::External, and having created one that pulls in a list from another database, I'm seeing it using what appears to be the name of one of our groups as a category heading. (Though when I change the name of the group, it's not changing. So I may well be wrong)


I then tried the simple example in the docs (with no modification) and it's doing exactly the same thing.

This is when it's set up as a 'select one value' custom field.

Anyone seen anything similar with this?

Steve Anderson


________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
****************************************************************************
________________________________
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
________________________________

________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
****************************************************************************
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From saiful.islam.sumon at sh.se  Tue Jun  8 18:31:06 2010
From: saiful.islam.sumon at sh.se (Saiful Islam Sumon)
Date: Wed, 09 Jun 2010 00:31:06 +0200
Subject: [rt-users] How to change the RT Self Service web interface for
 Unprivileged user?
Message-ID: <4C0EC4AA.3090502@sh.se>

Hi,

Can anyone tell me how to change the default web interface for the 
Unprivileged users (RT Self Service) in RT. I would like to add the Date 
column in RT Self Service / Open tickets and Close tickets pages.

Thanks in advance for your help!

/Sumon




From falcone at bestpractical.com  Tue Jun  8 20:20:14 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 8 Jun 2010 20:20:14 -0400
Subject: [rt-users] How to change the RT Self Service web interface for
 Unprivileged user?
In-Reply-To: <4C0EC4AA.3090502@sh.se>
References: <4C0EC4AA.3090502@sh.se>
Message-ID: <20100609002014.GC595@jibsheet.com>

On Wed, Jun 09, 2010 at 12:31:06AM +0200, Saiful Islam Sumon wrote:
> Can anyone tell me how to change the default web interface for the
> Unprivileged users (RT Self Service) in RT. I would like to add the
> Date column in RT Self Service / Open tickets and Close tickets
> pages.

Assuming you're running 3.8.7 or higher, open RT_Config.pm and search
for SelfService to find the appropriate config option

-kevin
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From ronald.higgins at gmail.com  Wed Jun  9 08:37:59 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Wed, 9 Jun 2010 14:37:59 +0200
Subject: [rt-users] migrating database
Message-ID: <AANLkTil5zBP8m-LyBNi8kRBI1M2RDyeCXcQkf8md1Cp8@mail.gmail.com>

Hi All,

We're currently running RT 3.8.0 plugging into MySQL 5.0 (local)
running on Centos 5.4.
Due to performance issues i am looking at partitioning the Attachments
& Tickets tables
to try and squeeze out some performance. However, MySQL 5.1 isnt
available via Centos 5.4.

So my solution is too build a seperate VM, build MySQL 5.1 from source
on this new server,
and then point the WebRT Application to the new remote MySQL Server.

Where in RT do i change the MySQL database location from localhost to
remote host ?

Regards

Ronald


From ktm at rice.edu  Wed Jun  9 08:51:54 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 9 Jun 2010 07:51:54 -0500
Subject: [rt-users] migrating database
In-Reply-To: <AANLkTil5zBP8m-LyBNi8kRBI1M2RDyeCXcQkf8md1Cp8@mail.gmail.com>
References: <AANLkTil5zBP8m-LyBNi8kRBI1M2RDyeCXcQkf8md1Cp8@mail.gmail.com>
Message-ID: <20100609125154.GY3063@aart.is.rice.edu>

It is set in the RT_Config.pm/RT_SiteConfig.pm files.

Ken

On Wed, Jun 09, 2010 at 02:37:59PM +0200, ronald higgins wrote:
> Hi All,
> 
> We're currently running RT 3.8.0 plugging into MySQL 5.0 (local)
> running on Centos 5.4.
> Due to performance issues i am looking at partitioning the Attachments
> & Tickets tables
> to try and squeeze out some performance. However, MySQL 5.1 isnt
> available via Centos 5.4.
> 
> So my solution is too build a seperate VM, build MySQL 5.1 from source
> on this new server,
> and then point the WebRT Application to the new remote MySQL Server.
> 
> Where in RT do i change the MySQL database location from localhost to
> remote host ?
> 
> Regards
> 
> Ronald
> 
> 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  Wed Jun  9 08:52:40 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 9 Jun 2010 14:52:40 +0200
Subject: [rt-users] migrating database
In-Reply-To: <AANLkTil5zBP8m-LyBNi8kRBI1M2RDyeCXcQkf8md1Cp8@mail.gmail.com>
References: <AANLkTil5zBP8m-LyBNi8kRBI1M2RDyeCXcQkf8md1Cp8@mail.gmail.com>
Message-ID: <20100609125239.GG3158@easter-eggs.com>

On Wed, Jun 09, 2010 at 02:37:59PM +0200, ronald higgins wrote:
> Hi All,
> 
> We're currently running RT 3.8.0 plugging into MySQL 5.0 (local)
> running on Centos 5.4.
> Due to performance issues i am looking at partitioning the Attachments
> & Tickets tables
> to try and squeeze out some performance. However, MySQL 5.1 isnt
> available via Centos 5.4.
> 
> So my solution is too build a seperate VM, build MySQL 5.1 from source
> on this new server,
> and then point the WebRT Application to the new remote MySQL Server.
> 
> Where in RT do i change the MySQL database location from localhost to
> remote host ?
> 

Look at $DatabaseHost in etc/RT_Config.pm and override it in
RT_SiteConfig.pm.



From juann.dlc at gmail.com  Wed Jun  9 09:01:34 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 9 Jun 2010 09:01:34 -0400
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
References: <AANLkTin4ddcfxkCKrHyeGqdH6x5luSLDBBG366oQHqmY@mail.gmail.com>
	<4C06B179.2050608@linuxia.de>
	<AANLkTimPaxiD8DRGGTS_xjJ5Q_24-nrmvFL1cOUKpUnd@mail.gmail.com>
	<4C06B478.7060803@linuxia.de>
	<AANLkTimNHMK1klphJrH6MFyNdePKu7StJaK7JKDimbRk@mail.gmail.com>
	<4C06B842.9020509@linuxia.de>
	<AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
	<AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
Message-ID: <AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>

So then, there is no way to change this? other than move my server local
time 4 hours behind the real time? That would affect the RT GUI too.

On Thu, Jun 3, 2010 at 11:46 AM, James Moseley <jmoseley at corp.xanadoo.com>wrote:

> I believe RT, by design, uses the UTC timestamp when storing data in the
> database.
>
> --
> James
>
>
> On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <juann.dlc at gmail.com> wrote:
>
>> Yes, I do have the TZ configured in my RT_SiteConfig.pm
>>
>>
>> # Time Zone:
>> Set($Timezone , 'America/Puerto_Rico');
>>
>> LIke I said, the GUI time is working fine, the problem is MySQL, when
>> creating a ticket it set the Creation Time 4 hours after the real time.
>>
>>
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From ktm at rice.edu  Wed Jun  9 09:10:12 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 9 Jun 2010 08:10:12 -0500
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
References: <AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
	<AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
	<AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
Message-ID: <20100609131012.GA3063@aart.is.rice.edu>

On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote:
> So then, there is no way to change this? other than move my server local
> time 4 hours behind the real time? That would affect the RT GUI too.
> 
> On Thu, Jun 3, 2010 at 11:46 AM, James Moseley <jmoseley at corp.xanadoo.com>wrote:
> 
> > I believe RT, by design, uses the UTC timestamp when storing data in the
> > database.
> >
> > --
> > James
> >
> >
> > On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <juann.dlc at gmail.com> wrote:
> >
> >> Yes, I do have the TZ configured in my RT_SiteConfig.pm
> >>
> >>
> >> # Time Zone:
> >> Set($Timezone , 'America/Puerto_Rico');
> >>
> >> LIke I said, the GUI time is working fine, the problem is MySQL, when
> >> creating a ticket it set the Creation Time 4 hours after the real time.
> >>
> >>

You should be able to set the time_zone for your MySQL database
when it starts and/or the database connection. Then you will be able
to retrieve/set the correct values. (Not a MySQL expert.)

Cheers,
Ken


From ronald.higgins at gmail.com  Wed Jun  9 09:05:25 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Wed, 9 Jun 2010 15:05:25 +0200
Subject: [rt-users] migrating database
In-Reply-To: <20100609125239.GG3158@easter-eggs.com>
References: <AANLkTil5zBP8m-LyBNi8kRBI1M2RDyeCXcQkf8md1Cp8@mail.gmail.com>
	<20100609125239.GG3158@easter-eggs.com>
Message-ID: <AANLkTimi3tOzJmn9Fg9qeZYY3CfhC2ZoiPbzyGywOcdF@mail.gmail.com>

Thanks very much for the info all.

On Wed, Jun 9, 2010 at 2:52 PM, Emmanuel Lacour <elacour at easter-eggs.com> wrote:
> On Wed, Jun 09, 2010 at 02:37:59PM +0200, ronald higgins wrote:
>> Hi All,
>>
>> We're currently running RT 3.8.0 plugging into MySQL 5.0 (local)
>> running on Centos 5.4.
>> Due to performance issues i am looking at partitioning the Attachments
>> & Tickets tables
>> to try and squeeze out some performance. However, MySQL 5.1 isnt
>> available via Centos 5.4.
>>
>> So my solution is too build a seperate VM, build MySQL 5.1 from source
>> on this new server,
>> and then point the WebRT Application to the new remote MySQL Server.
>>
>> Where in RT do i change the MySQL database location from localhost to
>> remote host ?
>>
>
> Look at $DatabaseHost in etc/RT_Config.pm and override it in
> RT_SiteConfig.pm.
>
>
> 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 Jun  9 10:57:41 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 9 Jun 2010 10:57:41 -0400
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
References: <AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
	<AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
	<AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
Message-ID: <20100609145741.GD595@jibsheet.com>

On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote:
>    So then, there is no way to change this? other than move my server local time 4 hours behind
>    the real time? That would affect the RT GUI too.

Juan

As James correctly stated, RT stores dates in the database in GMT and
converts them for display in the UI.  If you want to pull data
directly from the DB, you will have to do your own conversion.
If you are pulling from the API or the UI and getting the wrong date
then that would be interesting.

-kevin

>    On Thu, Jun 3, 2010 at 11:46 AM, James Moseley <[1]jmoseley at corp.xanadoo.com> wrote:
> 
>      I believe RT, by design, uses the UTC timestamp when storing data in the database.
> 
>      --
>      James
> 
>      On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <[2]juann.dlc at gmail.com> wrote:
> 
>        Yes, I do have the TZ configured in my RT_SiteConfig.pm
> 
>        # Time Zone:
>        Set($Timezone , 'America/Puerto_Rico');
> 
>        LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it
>        set the Creation Time 4 hours after the real time.
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From sergiocharpinel at gmail.com  Wed Jun  9 11:14:27 2010
From: sergiocharpinel at gmail.com (Sergio Charpinel Jr.)
Date: Wed, 9 Jun 2010 12:14:27 -0300
Subject: [rt-users] Apache2::RequestIO::rflush
Message-ID: <AANLkTimgJVG9rJ4Z2csOxeH6OeOUFHeigIGDhI7yzw8X@mail.gmail.com>

Hi,

I'm getting a lot of messages like that in log:

 [crit]: Apache2::RequestIO::rflush: (103) Software caused connection abort
at /usr/local/share/perl/5.10.0/HTML/Mason/ApacheHandler.pm line 1020
(/opt/rt3/bin/webmux.pl:165)

What could cause this?? I'm using RT 3.8.5

Thanks in advance.

-- 
Sergio Roberto Charpinel Jr.
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From steve.obrien at hdesd.org  Wed Jun  9 11:30:02 2010
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Wed, 9 Jun 2010 08:30:02 -0700
Subject: [rt-users] FW:  winmail.dat attachments only on ticket Replies
Message-ID: <B552F1CEF7EAA349B399923F668DBAFA8458986926@exch01.hdesd.org>

I figured it out, in case anyone else runs into the same issue.  I was trying to figure out why replies were being handled differently and I knew that the original header becomes wrapped in the reply header.  So it occurred to me to try piping the message through the tnef decoder twice and viola...

rt-support: "|/usr/bin/tnef|/usr/bin/tnef|/etc/smrsh/rt-mailgate --queue 'Support' --action correspond --url http://rt.domain.com/

Steve

From: Juan Mas [mailto:juan.mas at gmail.com]
Sent: Monday, June 07, 2010 12:16 PM
To: Steve O'Brien
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] winmail.dat attachments only on ticket Replies

I just went through a similar issue.  Though for me, if a user submitted a new ticket and were using Rich Text formatting, it would create the winmail.dat file.  The only way I was able to fix it was to disable TNEF formatting in Exchange.  If you look up TNEF and RT you will probably find some workarounds for your RT server, but I couldn't get any of them to work, so resorted to disabling it completely on Exchange.
On Mon, Jun 7, 2010 at 3:10 PM, Steve O'Brien <steve.obrien at hdesd.org<mailto:steve.obrien at hdesd.org>> wrote:
Hello,
I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies.

1.)    If a user opens a ticket with an attachment - no problem

2.)    If a user creates a new email using the subject line included in the original ticket with an attachment - no problem

3.)    If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem
TIA,
Steve



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 juann.dlc at gmail.com  Wed Jun  9 11:31:28 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 9 Jun 2010 11:31:28 -0400
Subject: [rt-users] RT email time
In-Reply-To: <20100609145741.GD595@jibsheet.com>
References: <AANLkTin-wsNwZCcN3-HUY35E0-T9V3rPtW-lZSbjSJFb@mail.gmail.com>
	<4C06BEAA.8000401@linuxia.de>
	<AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
	<AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
	<AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
	<20100609145741.GD595@jibsheet.com>
Message-ID: <AANLkTim0yGAyrgZHLL1zpbJjKZxpLrpBETdueA-yuZgu@mail.gmail.com>

Thank you for all your replays,

For correction, I'm not trying to tdo queries to my RT DB, my problem is
that for some reason between RT and MySQL is a time_zone problem. my RT GUI
have the correct time/date but MySQL is using UTC time, 4 hours ahead the
real time.

On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote:
> >    So then, there is no way to change this? other than move my server
> local time 4 hours behind
> >    the real time? That would affect the RT GUI too.
>
> Juan
>
> As James correctly stated, RT stores dates in the database in GMT and
> converts them for display in the UI.  If you want to pull data
> directly from the DB, you will have to do your own conversion.
> If you are pulling from the API or the UI and getting the wrong date
> then that would be interesting.
>
> -kevin
>
> >    On Thu, Jun 3, 2010 at 11:46 AM, James Moseley <[1]
> jmoseley at corp.xanadoo.com> wrote:
> >
> >      I believe RT, by design, uses the UTC timestamp when storing data in
> the database.
> >
> >      --
> >      James
> >
> >      On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <[2]
> juann.dlc at gmail.com> wrote:
> >
> >        Yes, I do have the TZ configured in my RT_SiteConfig.pm
> >
> >        # Time Zone:
> >        Set($Timezone , 'America/Puerto_Rico');
> >
> >        LIke I said, the GUI time is working fine, the problem is MySQL,
> when creating a ticket it
> >        set the Creation Time 4 hours after the real time.
>
>
> 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  Wed Jun  9 11:40:11 2010
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Wed, 9 Jun 2010 08:40:11 -0700
Subject: [rt-users] Summary - winmail.dat attachments only on ticket Replies
In-Reply-To: <AANLkTima9xO3spEXG6H5B8KwVfGU-N4IjYZrQBO9aKEB@mail.gmail.com>
References: <B552F1CEF7EAA349B399923F668DBAFA84588BD4F9@exch01.hdesd.org>
	<AANLkTima9xO3spEXG6H5B8KwVfGU-N4IjYZrQBO9aKEB@mail.gmail.com>
Message-ID: <B552F1CEF7EAA349B399923F668DBAFA8458986945@exch01.hdesd.org>

I figured it out, in case anyone else runs into the same issue.  I was trying to figure out why replies were being handled differently and I knew that the original header becomes wrapped in the reply header.  So it occurred to me to try piping the message through the tnef decoder twice and viola...

rt-support: "|/usr/bin/tnef|/usr/bin/tnef|/etc/smrsh/rt-mailgate --queue 'Support' --action correspond --url http://rt.domain.com/

Steve

From: Juan Mas [mailto:juan.mas at gmail.com]
Sent: Monday, June 07, 2010 12:16 PM
To: Steve O'Brien
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] winmail.dat attachments only on ticket Replies

I just went through a similar issue.  Though for me, if a user submitted a new ticket and were using Rich Text formatting, it would create the winmail.dat file.  The only way I was able to fix it was to disable TNEF formatting in Exchange.  If you look up TNEF and RT you will probably find some workarounds for your RT server, but I couldn't get any of them to work, so resorted to disabling it completely on Exchange.
On Mon, Jun 7, 2010 at 3:10 PM, Steve O'Brien <steve.obrien at hdesd.org<mailto:steve.obrien at hdesd.org>> wrote:
Hello,
I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies.

1.)    If a user opens a ticket with an attachment - no problem

2.)    If a user creates a new email using the subject line included in the original ticket with an attachment - no problem

3.)    If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem
TIA,
Steve



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 falcone at bestpractical.com  Wed Jun  9 11:53:35 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 9 Jun 2010 11:53:35 -0400
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTim0yGAyrgZHLL1zpbJjKZxpLrpBETdueA-yuZgu@mail.gmail.com>
References: <AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
	<AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
	<AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
	<20100609145741.GD595@jibsheet.com>
	<AANLkTim0yGAyrgZHLL1zpbJjKZxpLrpBETdueA-yuZgu@mail.gmail.com>
Message-ID: <20100609155335.GE595@jibsheet.com>

On Wed, Jun 09, 2010 at 11:31:28AM -0400, Juan N. DLC wrote:
>    For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some reason
>    between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but MySQL is
>    using UTC time, 4 hours ahead the real time.

RT stores dates in MySQL in UTC.  It then converts on display.

-kevin

>    On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote:
>      > So then, there is no way to change this? other than move my server local time 4 hours
>      behind
>      > the real time? That would affect the RT GUI too.
> 
>      Juan
> 
>      As James correctly stated, RT stores dates in the database in GMT and
>      converts them for display in the UI. If you want to pull data
>      directly from the DB, you will have to do your own conversion.
>      If you are pulling from the API or the UI and getting the wrong date
>      then that would be interesting.
>      -kevin
>      > On Thu, Jun 3, 2010 at 11:46 AM, James Moseley <[1][2]jmoseley at corp.xanadoo.com> wrote:
>      >
>      > I believe RT, by design, uses the UTC timestamp when storing data in the database.
>      >
>      > --
>      > James
>      >
>      > On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <[2][3]juann.dlc at gmail.com> wrote:
>      >
>      > Yes, I do have the TZ configured in my RT_SiteConfig.pm
>      >
>      > # Time Zone:
>      > Set($Timezone , 'America/Puerto_Rico');
>      >
>      > LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket it
>      > set the Creation Time 4 hours after the real time.
> 
>      Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      Buy a copy at [4]http://rtbook.bestpractical.com
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
>    2. mailto:jmoseley at corp.xanadoo.com
>    3. mailto:juann.dlc at gmail.com
>    4. http://rtbook.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 juann.dlc at gmail.com  Wed Jun  9 12:08:04 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Wed, 9 Jun 2010 12:08:04 -0400
Subject: [rt-users] RT email time
In-Reply-To: <20100609155335.GE595@jibsheet.com>
References: <AANLkTikziicB6Vf4sm62PZv2vxUfK7e8VjqeF8ru86sC@mail.gmail.com>
	<CE9CA72D56DE45CD959186AEDA7F8CB8@jasonxps>
	<AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
	<AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
	<AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
	<20100609145741.GD595@jibsheet.com>
	<AANLkTim0yGAyrgZHLL1zpbJjKZxpLrpBETdueA-yuZgu@mail.gmail.com>
	<20100609155335.GE595@jibsheet.com>
Message-ID: <AANLkTilidxhv3TJ4cblEk5XSn70q6ULsa8PJSXOPvYxd@mail.gmail.com>

OK, so what will be the best approach to resolve my issue?

On Wed, Jun 9, 2010 at 11:53 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Jun 09, 2010 at 11:31:28AM -0400, Juan N. DLC wrote:
> >    For correction, I'm not trying to tdo queries to my RT DB, my problem
> is that for some reason
> >    between RT and MySQL is a time_zone problem. my RT GUI have the
> correct time/date but MySQL is
> >    using UTC time, 4 hours ahead the real time.
>
> RT stores dates in MySQL in UTC.  It then converts on display.
>
> -kevin
>
> >    On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone <[1]
> falcone at bestpractical.com> wrote:
> >
> >      On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote:
> >      > So then, there is no way to change this? other than move my server
> local time 4 hours
> >      behind
> >      > the real time? That would affect the RT GUI too.
> >
> >      Juan
> >
> >      As James correctly stated, RT stores dates in the database in GMT
> and
> >      converts them for display in the UI. If you want to pull data
> >      directly from the DB, you will have to do your own conversion.
> >      If you are pulling from the API or the UI and getting the wrong date
> >      then that would be interesting.
> >      -kevin
> >      > On Thu, Jun 3, 2010 at 11:46 AM, James Moseley <[1][2]
> jmoseley at corp.xanadoo.com> wrote:
> >      >
> >      > I believe RT, by design, uses the UTC timestamp when storing data
> in the database.
> >      >
> >      > --
> >      > James
> >      >
> >      > On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <[2][3]
> juann.dlc at gmail.com> wrote:
> >      >
> >      > Yes, I do have the TZ configured in my RT_SiteConfig.pm
> >      >
> >      > # Time Zone:
> >      > Set($Timezone , 'America/Puerto_Rico');
> >      >
> >      > LIke I said, the GUI time is working fine, the problem is MySQL,
> when creating a ticket it
> >      > set the Creation Time 4 hours after the real time.
> >
> >      Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >      Buy a copy at [4]http://rtbook.bestpractical.com
> >
> > References
> >
> >    Visible links
> >    1. mailto:falcone at bestpractical.com
> >    2. mailto:jmoseley at corp.xanadoo.com
> >    3. mailto:juann.dlc at gmail.com
> >    4. http://rtbook.bestpractical.com/
>
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.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 jrummel at imapp.com  Wed Jun  9 12:10:12 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Wed, 9 Jun 2010 09:10:12 -0700 (PDT)
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <20100603155405.GD13355@jibsheet.com>
References: <28755908.post@talk.nabble.com> <28758625.post@talk.nabble.com>
	<20100603155405.GD13355@jibsheet.com>
Message-ID: <28832522.post@talk.nabble.com>


Thanks, Kevin.  I'm pretty much doing this on a novice level, and could use a
little more explaining if possible.  Please see notes in caps and
parenthesis below:

Jonathan

Your condition only checks if the first value is Florida and then
again hardcodes the first value into the ticket creation.  Using
FirstCustomFieldValue is never going to show you the second value.

(HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY CONDITION?
I DON'T SUPPOSE IT'S AS EASY AS "SecondCustomFieldValue".)

CreateTickets can create multiple tickets by defining them in the
Template with differing ===Create-Ticket: lines (see the pod in the
action) but that requires you to know how many tickets you want.

(COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
UNDERSTAND.)  

I believe in the past people have advised that you either write a look
that calls Ticket->Create for each CustomFieldValue, but you should be
able to generate the template entirely within {} for each
CustomFieldValue if you want to go that route.

-kevin

-- 
View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28832522.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From kfcrocker at lbl.gov  Wed Jun  9 12:36:42 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 9 Jun 2010 09:36:42 -0700
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <28832522.post@talk.nabble.com>
References: <28755908.post@talk.nabble.com> <28758625.post@talk.nabble.com>
	<20100603155405.GD13355@jibsheet.com>
	<28832522.post@talk.nabble.com>
Message-ID: <AANLkTilvTcpOCA_it4r4_UiKh3_IAlWlEDK8onlpjaFb@mail.gmail.com>

Jonathan,

If I understand this right, you want to create a child ticket for every
value the user selects in the Custom Field. If they choose Florida and
Maine, then you want two child tickets. If they select Florida, you want
one. What if they select 3 or 4 values? If this is the case, I would create
a scrip for each possible value, that way, no matter how many they select,
each one will create a child ticket.

Kenn
LBNL

On Wed, Jun 9, 2010 at 9:10 AM, Jonathan Rummel <jrummel at imapp.com> wrote:

>
> Thanks, Kevin.  I'm pretty much doing this on a novice level, and could use
> a
> little more explaining if possible.  Please see notes in caps and
> parenthesis below:
>
> Jonathan
>
> Your condition only checks if the first value is Florida and then
> again hardcodes the first value into the ticket creation.  Using
> FirstCustomFieldValue is never going to show you the second value.
>
> (HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY CONDITION?
> I DON'T SUPPOSE IT'S AS EASY AS "SecondCustomFieldValue".)
>
> CreateTickets can create multiple tickets by defining them in the
> Template with differing ===Create-Ticket: lines (see the pod in the
> action) but that requires you to know how many tickets you want.
>
> (COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
> UNDERSTAND.)
>
> I believe in the past people have advised that you either write a look
> that calls Ticket->Create for each CustomFieldValue, but you should be
> able to generate the template entirely within {} for each
> CustomFieldValue if you want to go that route.
>
> -kevin
>
> --
> View this message in context:
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28832522.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 jrummel at imapp.com  Wed Jun  9 13:41:09 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Wed, 9 Jun 2010 10:41:09 -0700 (PDT)
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <AANLkTilvTcpOCA_it4r4_UiKh3_IAlWlEDK8onlpjaFb@mail.gmail.com>
References: <28755908.post@talk.nabble.com> <28758625.post@talk.nabble.com>
	<20100603155405.GD13355@jibsheet.com>
	<28832522.post@talk.nabble.com>
	<AANLkTilvTcpOCA_it4r4_UiKh3_IAlWlEDK8onlpjaFb@mail.gmail.com>
Message-ID: <28833645.post@talk.nabble.com>


That's correct, Kenn.  If they select 3 values, I want 3 child tickets and so
on.  However, that's my main problem.  I've done what you're suggesting (by
using the code I provided, with one scrip for each state), and it only
creates a child ticket for the first option selected.  Any ideas?

Jonathan



Kenneth Crocker wrote:
> 
> Jonathan,
> 
> If I understand this right, you want to create a child ticket for every
> value the user selects in the Custom Field. If they choose Florida and
> Maine, then you want two child tickets. If they select Florida, you want
> one. What if they select 3 or 4 values? If this is the case, I would
> create
> a scrip for each possible value, that way, no matter how many they select,
> each one will create a child ticket.
> 
> Kenn
> LBNL
> 
> On Wed, Jun 9, 2010 at 9:10 AM, Jonathan Rummel <jrummel at imapp.com> wrote:
> 
>>
>> Thanks, Kevin.  I'm pretty much doing this on a novice level, and could
>> use
>> a
>> little more explaining if possible.  Please see notes in caps and
>> parenthesis below:
>>
>> Jonathan
>>
>> Your condition only checks if the first value is Florida and then
>> again hardcodes the first value into the ticket creation.  Using
>> FirstCustomFieldValue is never going to show you the second value.
>>
>> (HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY
>> CONDITION?
>> I DON'T SUPPOSE IT'S AS EASY AS "SecondCustomFieldValue".)
>>
>> CreateTickets can create multiple tickets by defining them in the
>> Template with differing ===Create-Ticket: lines (see the pod in the
>> action) but that requires you to know how many tickets you want.
>>
>> (COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
>> UNDERSTAND.)
>>
>> I believe in the past people have advised that you either write a look
>> that calls Ticket->Create for each CustomFieldValue, but you should be
>> able to generate the template entirely within {} for each
>> CustomFieldValue if you want to go that route.
>>
>> -kevin
>>
>> --
>> View this message in context:
>> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28832522.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28833645.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From falcone at bestpractical.com  Wed Jun  9 15:02:10 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 9 Jun 2010 15:02:10 -0400
Subject: [rt-users] RT email time
In-Reply-To: <AANLkTilidxhv3TJ4cblEk5XSn70q6ULsa8PJSXOPvYxd@mail.gmail.com>
References: <AANLkTikEp9Ex_depkOA2Wm_tQFR28vevh6pKfUCmMnhu@mail.gmail.com>
	<AANLkTilFg-UhF686e2WKNzlWc8pCIxDBuhv7s9wi77QD@mail.gmail.com>
	<D6C1606C35AB4962BAAB26D2CC467112@Alienware>
	<AANLkTikFiakTcdxYh9DH3P4MAZ91YA_s7CrPS-ZMHBMh@mail.gmail.com>
	<AANLkTilPMcl0TjgzoKSHG4C5dYPUEjhXjCoa71DrqtKA@mail.gmail.com>
	<AANLkTilPmXP_jqmDSBx6J-g-KnLo6l-Py_zBLKqUt2gv@mail.gmail.com>
	<20100609145741.GD595@jibsheet.com>
	<AANLkTim0yGAyrgZHLL1zpbJjKZxpLrpBETdueA-yuZgu@mail.gmail.com>
	<20100609155335.GE595@jibsheet.com>
	<AANLkTilidxhv3TJ4cblEk5XSn70q6ULsa8PJSXOPvYxd@mail.gmail.com>
Message-ID: <20100609190210.GF595@jibsheet.com>

On Wed, Jun 09, 2010 at 12:08:04PM -0400, Juan N. DLC wrote:
>    OK, so what will be the best approach to resolve my issue?

I still don't know what your issue is.  If your issue is that RT is
storing dates in the database in UTC then you really don't have an
approach other than 'rewrite RT'

-kevin

>    On Wed, Jun 9, 2010 at 11:53 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Wed, Jun 09, 2010 at 11:31:28AM -0400, Juan N. DLC wrote:
>      > For correction, I'm not trying to tdo queries to my RT DB, my problem is that for some
>      reason
>      > between RT and MySQL is a time_zone problem. my RT GUI have the correct time/date but
>      MySQL is
>      > using UTC time, 4 hours ahead the real time.
> 
>      RT stores dates in MySQL in UTC. It then converts on display.
> 
>      -kevin
>      > On Wed, Jun 9, 2010 at 10:57 AM, Kevin Falcone <[1][2]falcone at bestpractical.com> wrote:
>      >
>      > On Wed, Jun 09, 2010 at 09:01:34AM -0400, Juan N. DLC wrote:
>      > > So then, there is no way to change this? other than move my server local time 4 hours
>      > behind
>      > > the real time? That would affect the RT GUI too.
>      >
>      > Juan
>      >
>      > As James correctly stated, RT stores dates in the database in GMT and
>      > converts them for display in the UI. If you want to pull data
>      > directly from the DB, you will have to do your own conversion.
>      > If you are pulling from the API or the UI and getting the wrong date
>      > then that would be interesting.
>      > -kevin
>      > > On Thu, Jun 3, 2010 at 11:46 AM, James Moseley <[1][2][3]jmoseley at corp.xanadoo.com>
>      wrote:
>      > >
>      > > I believe RT, by design, uses the UTC timestamp when storing data in the database.
>      > >
>      > > --
>      > > James
>      > >
>      > > On Thu, Jun 3, 2010 at 10:19 AM, Juan N. DLC <[2][3][4]juann.dlc at gmail.com> wrote:
>      > >
>      > > Yes, I do have the TZ configured in my RT_SiteConfig.pm
>      > >
>      > > # Time Zone:
>      > > Set($Timezone , 'America/Puerto_Rico');
>      > >
>      > > LIke I said, the GUI time is working fine, the problem is MySQL, when creating a ticket
>      it
>      > > set the Creation Time 4 hours after the real time.
>      >
>      > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      > Buy a copy at [4][5]http://rtbook.bestpractical.com
>      >
>      > References
>      >
>      > Visible links
>      > 1. mailto:[6]falcone at bestpractical.com
>      > 2. mailto:[7]jmoseley at corp.xanadoo.com
>      > 3. mailto:[8]juann.dlc at gmail.com
>      > 4. [9]http://rtbook.bestpractical.com/
>      >
>      > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      > Buy a copy at [10]http://rtbook.bestpractical.com
> 
>      Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>      Buy a copy at [11]http://rtbook.bestpractical.com
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
>    2. mailto:falcone at bestpractical.com
>    3. mailto:jmoseley at corp.xanadoo.com
>    4. mailto:juann.dlc at gmail.com
>    5. http://rtbook.bestpractical.com/
>    6. mailto:falcone at bestpractical.com
>    7. mailto:jmoseley at corp.xanadoo.com
>    8. mailto:juann.dlc at gmail.com
>    9. http://rtbook.bestpractical.com/
>   10. http://rtbook.bestpractical.com/
>   11. http://rtbook.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 saiful.islam.sumon at sh.se  Wed Jun  9 15:02:26 2010
From: saiful.islam.sumon at sh.se (Saiful Islam Sumon)
Date: Wed, 09 Jun 2010 21:02:26 +0200
Subject: [rt-users] How to change the RT Self Service web interface for
 Unprivileged user?
In-Reply-To: <20100609002014.GC595@jibsheet.com>
References: <4C0EC4AA.3090502@sh.se> <20100609002014.GC595@jibsheet.com>
Message-ID: <4C0FE542.3020905@sh.se>

Hi Kevin,

Thanks for your reply.

I have able to add the date column in RT Self Service by adding 
"Created" parameter in the file in
"/opt/rt3/share/html/SelfService/Elements/MyRequest".

/Sumon

On 6/9/2010 2:20 AM, Kevin Falcone wrote:
> On Wed, Jun 09, 2010 at 12:31:06AM +0200, Saiful Islam Sumon wrote:
>    
>> Can anyone tell me how to change the default web interface for the
>> Unprivileged users (RT Self Service) in RT. I would like to add the
>> Date column in RT Self Service / Open tickets and Close tickets
>> pages.
>>      
> Assuming you're running 3.8.7 or higher, open RT_Config.pm and search
> for SelfService to find the appropriate config option
>
> -kevin
>    
>
>
>
> 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 Jun  9 15:04:36 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 9 Jun 2010 12:04:36 -0700
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <28833645.post@talk.nabble.com>
References: <28755908.post@talk.nabble.com> <28758625.post@talk.nabble.com>
	<20100603155405.GD13355@jibsheet.com>
	<28832522.post@talk.nabble.com>
	<AANLkTilvTcpOCA_it4r4_UiKh3_IAlWlEDK8onlpjaFb@mail.gmail.com>
	<28833645.post@talk.nabble.com>
Message-ID: <AANLkTinHu3bhw5BeVTFrltNX5FnyOs1teyo0l1j-TjL8@mail.gmail.com>

Jonathan,

Try something like this:

Condition: User Defined
Action: Create Tickets
Template: Create Child Ticket
Stage: TransactionBatch


Custom Condition:

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => "YOUR CF");
     return 0 unless $cf->id;
     if  ($trans->Field == $cf->id &&
          $trans->NewValue eq "Florida")
          {
           return 1;
          }
    }

return 0;

That should create the ticket. I think you will need a different scrip for
notification purposes. One notification scrip should suffice for all the
tickets created.

Be sure to use TransactionBatch.

Hope this helps.

Kenn
LBNL

On Wed, Jun 9, 2010 at 10:41 AM, Jonathan Rummel <jrummel at imapp.com> wrote:

>
> That's correct, Kenn.  If they select 3 values, I want 3 child tickets and
> so
> on.  However, that's my main problem.  I've done what you're suggesting (by
> using the code I provided, with one scrip for each state), and it only
> creates a child ticket for the first option selected.  Any ideas?
>
> Jonathan
>
>
>
> Kenneth Crocker wrote:
> >
> > Jonathan,
> >
> > If I understand this right, you want to create a child ticket for every
> > value the user selects in the Custom Field. If they choose Florida and
> > Maine, then you want two child tickets. If they select Florida, you want
> > one. What if they select 3 or 4 values? If this is the case, I would
> > create
> > a scrip for each possible value, that way, no matter how many they
> select,
> > each one will create a child ticket.
> >
> > Kenn
> > LBNL
> >
> > On Wed, Jun 9, 2010 at 9:10 AM, Jonathan Rummel <jrummel at imapp.com>
> wrote:
> >
> >>
> >> Thanks, Kevin.  I'm pretty much doing this on a novice level, and could
> >> use
> >> a
> >> little more explaining if possible.  Please see notes in caps and
> >> parenthesis below:
> >>
> >> Jonathan
> >>
> >> Your condition only checks if the first value is Florida and then
> >> again hardcodes the first value into the ticket creation.  Using
> >> FirstCustomFieldValue is never going to show you the second value.
> >>
> >> (HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY
> >> CONDITION?
> >> I DON'T SUPPOSE IT'S AS EASY AS "SecondCustomFieldValue".)
> >>
> >> CreateTickets can create multiple tickets by defining them in the
> >> Template with differing ===Create-Ticket: lines (see the pod in the
> >> action) but that requires you to know how many tickets you want.
> >>
> >> (COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
> >> UNDERSTAND.)
> >>
> >> I believe in the past people have advised that you either write a look
> >> that calls Ticket->Create for each CustomFieldValue, but you should be
> >> able to generate the template entirely within {} for each
> >> CustomFieldValue if you want to go that route.
> >>
> >> -kevin
> >>
> >> --
> >> View this message in context:
> >>
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28832522.html
> >> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.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://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28833645.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 borngunners at aol.com  Wed Jun  9 17:04:54 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 9 Jun 2010 17:04:54 -0400 (EDT)
Subject: [rt-users] LDAP External Authentication Issue
Message-ID: <8CCD62E8B4C07E4-4F6C-2981@Webmail-d113.sysops.aol.com>


 

 I have been trying to configure my RT to communicate with my ldap, but I have been running into problems. I did install the perl module below is my configuration and error after I restart apache (apache failed to restart):


# THE BASICS:

Set($rtname, 'TAG');
Set($Organization, 'TAG');
Set($CorrespondAddress , 'helpdesk at test.action.go');
Set($CommentAddress , 'webmaster at test.action.go');
Set($Timezone , 'EDT'); # obviously choose what suits you
Set($MinimumPasswordLength, "8");

# THE DATABASE:

Set($DatabaseType, 'mysql'); # e.g. Pg or mysql

# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.

Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'wibble');
Set($DatabaseName , 'rt3'); # Ensure this is set to rt3!

# THE WEBSERVER:

Set($WebPath , "");
Set($WebBaseURL , "http://helpdesk.TAG.test.go");

#THE EMAIL SERVER

Set($SendmailPath , "/usr/sbin/sendmail");
Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
Set($UseFriendlyFromLine, 1);
Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
Set($TruncateLongAttachments, undef);
#THE LDAP SERVER
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set($EmailCompletionUnprivileged,"privileged");
# Following is LDAP authorization block
Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
Set($AutoCreateNonExternalUsers,    1);
Set($ExternalSettings, {
        'My_LDAP'                       =>  {   ## GENERIC SECTION
        'type'                      =>  'ldap',
        'server'                    =>  '192.168.5.0',
        'user'                      =>  'administrator',
        'pass'                      =>  '*********',
        'base'                      =>  'dc=action,dc=test,dc=go',
        # The filter to use to match RT-Users
        'filter' => '(sAMAccountName=%u)',
        # A catch-all example filter: '(objectClass=*)'
        #
        # The filter that will only match disabled users
        #'d_filter'                  =>  '(FILTER_STRING)',
        'd_filter' => '(&(objectCategory=person)(objectClass=user))',
        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
        #
        'net_ldap_args'             => [    version =>  3   ],
        # Does authentication depend on group membership? What group name?
        #'group'                     =>  'GROUP_NAME',
        # What is the attribute for the group object that determines membership?
        #'group_attr'                =>  'GROUP_ATTR',
        ## RT ATTRIBUTE MATCHING SECTION
        # The list of RT attributes that uniquely identify a user
        'attr_match_list'           => [    'Name',
                                            'EmailAddress'
                                           #'RealName'
                                       ],
        # The mapping of RT attributes on to LDAP attributes
                            'attr_map'  =>  {   'Name' => 'cn',
                            'EmailAddress' => 'test.action.go',
                            'WorkPhone' => 'telephoneNumber',
                            'MobilePhone' => 'mobile',
                            'RealName' => 'displayName',
                            'NickName' => 'preferredName',
                            'Organization' => 'Location',
                            'Address1' => 'mailstop',
                            'City' => 'homeCity',
                            'State' => 'st',
                            'Zip' => 'postalCode',
                            'Country' => 'co'
                        }
   }
}
);
1;


Error from log is:
[Wed Jun 09 16:26:50 2010] [notice] caught SIGTERM, shutting down
[Wed Jun  9 20:26:53 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun  9 20:27:04 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 09 16:27:13 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed Jun 09 16:30:30 2010] [notice] caught SIGTERM, shutting down
[Wed Jun  9 20:30:33 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun  9 20:30:44 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 09 16:30:53 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed Jun 09 16:49:20 2010] [notice] caught SIGTERM, shutting down
[Wed Jun 09 16:49:23 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed Jun 09 16:49:23 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed Jun  9 20:54:04 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun  9 20:54:16 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $


Thanks in advance for the help that you guys will provide.....


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From rtparies at gmail.com  Wed Jun  9 20:05:27 2010
From: rtparies at gmail.com (Randy Paries)
Date: Wed, 9 Jun 2010 19:05:27 -0500
Subject: [rt-users] Problems with multiple instances on FC4
Message-ID: <AANLkTikHy1jA8ejq93gQ4YeDyp9KrNO96ERZ_rRi5QI-@mail.gmail.com>

Hello,
i currently have in production rt version RT 3.4.4
i have just gone thru the build process and install for rt-3.8.8

i have two sub domains, once for each installation rt3 for the old and
rtx for the new

I have them both set up as below , when i try to access the original
rt3.mydomain.com, i get the error on the log file
[Wed Jun 09 15:55:55 2010] [error] [Mason] File does not exist:
/home/rt3/share/html/manager/html

to fix this i have to comment out in the new
    PerlModule Apache::DBI
    PerlRequire /home/rtx/bin/webmux.pl

then of course the new does not work

thanks for any help

this is from my httpd.conf
#-------------------------------------------------------------------------------------------------------------------------
<VirtualHost xxx.xxx.xxx.20:80>
    ServerName rt3.mydomain.com
    DocumentRoot /home/rt3/share/html
    AddDefaultCharset UTF-8

    ErrorLog /var/log/httpd/rt3.com-error_log
    CustomLog /var/log/httpd/rt3.com-access_log combined

    RedirectMatch permanent (.*)/$ http://rt3.mydomain.com$1/index.html

    PerlModule Apache::DBI
    PerlRequire /home/rt3/bin/webmux.pl


    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>

<VirtualHost xxx.xxx.xxx.20:80>
    ServerName rtx.xxx.com
    DocumentRoot /home/rtx/share/html
    AddDefaultCharset UTF-8

    ErrorLog /var/log/httpd/rtx.com-error_log
    CustomLog /var/log/httpd/rtx.com-access_log combined

    RedirectMatch permanent (.*)/$ http://rtx.mydomain.com$1/index.html

    PerlModule Apache::DBI
    PerlRequire /home/rtx/bin/webmux.pl

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>

#-------------------------------------------------------------------------------------------------------------------------


From festivus at gmail.com  Wed Jun  9 21:58:03 2010
From: festivus at gmail.com (Andrew Best)
Date: Thu, 10 Jun 2010 11:58:03 +1000
Subject: [rt-users] Upgrade 3.2.2 to 3.8.7
Message-ID: <AANLkTinAG8b0ePijHP8GpdDw0biBmfTUhwlvYZhdk-1v@mail.gmail.com>

Im in the process of preparing to upgrade an ancient RT 3.2.2 instance to
3.8.7.

The plan is pretty straight forward.
Run up new Ubuntu 10.04 host, install and configure blank 3.8.7 instance as
per Ubuntu packages.
Dump database on old 3.2.2 host, import database onto new Ubuntu host.
Run necessary upgrade scripts.
Just like http://wiki.bestpractical.com/view/MigrateToNewServer.

What I would like assistance with is determining what order of upgrades I
need to run to get the database to upgrade successfully.
I have read about the rt-setup-database which looks like it should do what
needs to be done automagically.
Perhaps there's some caveats im missing?

Can anyone share a clue?

cheers
Andrew

-- 
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.
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From robert.grasso+nv at cedrat.com  Thu Jun 10 05:28:52 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Thu, 10 Jun 2010 11:28:52 +0200
Subject: [rt-users] Upgrade 3.2.2 to 3.8.7
In-Reply-To: <AANLkTinAG8b0ePijHP8GpdDw0biBmfTUhwlvYZhdk-1v@mail.gmail.com>
References: <AANLkTinAG8b0ePijHP8GpdDw0biBmfTUhwlvYZhdk-1v@mail.gmail.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAGpblx3mI9hGvp+zvDyEiy0BAAAAAA==@cedrat.com>

once you have untarred the RT 3.8.7 transport archive, in the resulting rt-3.8.7 directory, you should read the UPGRADING and
UPGRADING.mysql documents : they contains the answers to all your questions (they guided me successfully for my own upgrade)

---
Robert GRASSO ? System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.grasso at cedrat.com - http://www.cedrat.com  

> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part 
> de Andrew Best
> Envoy? : 10 juin 2010 03:58
> ? : rt-users at lists.bestpractical.com
> Objet : [rt-users] Upgrade 3.2.2 to 3.8.7
> 
> Im in the process of preparing to upgrade an ancient RT 3.2.2 
> instance to 3.8.7.
> 
> The plan is pretty straight forward.
> Run up new Ubuntu 10.04 host, install and configure blank 
> 3.8.7 instance as per Ubuntu packages.
> Dump database on old 3.2.2 host, import database onto new Ubuntu host.
> Run necessary upgrade scripts.
> Just like http://wiki.bestpractical.com/view/MigrateToNewServer.
> 
> What I would like assistance with is determining what order 
> of upgrades I need to run to get the database to upgrade successfully.
> I have read about the rt-setup-database which looks like it 
> should do what needs to be done automagically.
> Perhaps there's some caveats im missing?
> 
> Can anyone share a clue?
> 
> cheers
> Andrew
> 
> -- 
> Never be afraid to try something new. Remember, amateurs 
> built the ark, and professionals built the Titanic. 
> 
> 



From festivus at gmail.com  Thu Jun 10 06:57:44 2010
From: festivus at gmail.com (Andrew Best)
Date: Thu, 10 Jun 2010 20:57:44 +1000
Subject: [rt-users] Upgrade 3.2.2 to 3.8.7
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAGpblx3mI9hGvp+zvDyEiy0BAAAAAA==@cedrat.com>
References: <AANLkTinAG8b0ePijHP8GpdDw0biBmfTUhwlvYZhdk-1v@mail.gmail.com>
	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAGpblx3mI9hGvp+zvDyEiy0BAAAAAA==@cedrat.com>
Message-ID: <AANLkTilpUNyd0c1w-T9KoQ9betrM3uZJJMbgL6deJXGo@mail.gmail.com>

Exactly what I did after posting this. In combination with the Wiki entry I
posted I successfully did a test upgrade. I was mightly impressed with the
performance and the ease of the upgrade. Nice work from the people that made
it so painless. Thank you.

The only problem we had at the end was the Owner field displaying ALL
requesters in the DB. Its a privs issue though. Once I revoked all the privs
and set them up again from scratch the problem went away. Is there a method
to reset all privs on an RT instance?

Ive also got a priv I cannot revoke. I have a group with the
"AdminCustomFields" priviledge. I get a canonicalization error when I try
and revoke it. Sorry I dont have the full error in front of me at the
moment. Anyone got any suggestions?

cheers
Andrew

On 10 June 2010 19:28, Robert Grasso
<robert.grasso+nv at cedrat.com<robert.grasso%2Bnv at cedrat.com>
> wrote:

> once you have untarred the RT 3.8.7 transport archive, in the resulting
> rt-3.8.7 directory, you should read the UPGRADING and
> UPGRADING.mysql documents : they contains the answers to all your questions
> (they guided me successfully for my own upgrade)
>
> > -----Message d'origine-----
> > De : rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] De la part
> > de Andrew Best
> > Envoy? : 10 juin 2010 03:58
> > ? : rt-users at lists.bestpractical.com
> > Objet : [rt-users] Upgrade 3.2.2 to 3.8.7
> >
> > Im in the process of preparing to upgrade an ancient RT 3.2.2
> > instance to 3.8.7.
> >
> > The plan is pretty straight forward.
> > Run up new Ubuntu 10.04 host, install and configure blank
> > 3.8.7 instance as per Ubuntu packages.
> > Dump database on old 3.2.2 host, import database onto new Ubuntu host.
> > Run necessary upgrade scripts.
> > Just like http://wiki.bestpractical.com/view/MigrateToNewServer.
> >
> > What I would like assistance with is determining what order
> > of upgrades I need to run to get the database to upgrade successfully.
> > I have read about the rt-setup-database which looks like it
> > should do what needs to be done automagically.
> > Perhaps there's some caveats im missing?
> >
> > Can anyone share a clue?
>

-- 
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.
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From hiro24 at gmail.com  Thu Jun 10 08:20:08 2010
From: hiro24 at gmail.com (Chris Hall)
Date: Thu, 10 Jun 2010 08:20:08 -0400
Subject: [rt-users] RT at a glance for groups
Message-ID: <AANLkTimapwYjccOQEybSejZi3QEaIMJUQPJdX8a4Cfuh@mail.gmail.com>

Is it possible?  For example, we have our users divided into groups of
like... helpdesk.. corporate support.. field techs... I'd like to make a
custom search to display the helpdesk tickets via RT at a glance for the
members of the helpdesk group, but I see how to do it via individual users,
or global.. but not via group.  Is this functionality available?
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From borngunners at aol.com  Thu Jun 10 08:28:56 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 10 Jun 2010 08:28:56 -0400 (EDT)
Subject: [rt-users] LDAP Authentication Issue
Message-ID: <8CCD6AF9C357AE2-2484-12465@Webmail-m104.sysops.aol.com>


I have been trying to configure my RT to communicate with my ldap, but I have been running into problems. I did install the perl module below is my configuration and error after I restart apache (apache failed to restart):


# THE BASICS:

Set($rtname, 'TAG');
Set($Organization, 'TAG');
Set($CorrespondAddress , 'helpdesk at test.action.go');
Set($CommentAddress , 'webmaster at test.action.go');
Set($Timezone , 'EDT'); # obviously choose what suits you
Set($MinimumPasswordLength, "8");

# THE DATABASE:

Set($DatabaseType, 'mysql'); # e.g. Pg or mysql

# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.

Set($DatabaseUser , 'rtuser');
Set($DatabasePassword , 'wibble');
Set($DatabaseName , 'rt3'); # Ensure this is set to rt3!

# THE WEBSERVER:

Set($WebPath , "");
Set($WebBaseURL , "http://helpdesk.TAG.test.go";);

#THE EMAIL SERVER

Set($SendmailPath , "/usr/sbin/sendmail");
Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
Set($UseFriendlyFromLine, 1);
Set($FriendlyFromLineFormat, "\"%s via RT\" <%s>");
Set($TruncateLongAttachments, undef);
#THE LDAP SERVER
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set($EmailCompletionUnprivileged,"privileged");
# Following is LDAP authorization block
Set($ExternalAuthPriority,  [ 'My_LDAP' ]);
Set($ExternalInfoPriority,  [ 'My_LDAP' ]);
Set($AutoCreateNonExternalUsers,    1);
Set($ExternalSettings, {
        'My_LDAP'                       =>  {   ## GENERIC SECTION
        'type'                      =>  'ldap',
        'server'                    =>  '192.168.5.0',
        'user'                      =>  'administrator',
        'pass'                      =>  '*********',
        'base'                      =>  'dc=action,dc=test,dc=go',
        # The filter to use to match RT-Users
        'filter' => '(sAMAccountName=%u)',
        # A catch-all example filter: '(objectClass=*)'
        #
        # The filter that will only match disabled users
        #'d_filter'                  =>  '(FILTER_STRING)',
        'd_filter' => '(&(objectCategory=person)(objectClass=user))',
        # A catch-none example d_filter: '(objectClass=FooBarBaz)'
        #
        'net_ldap_args'             => [    version =>  3   ],
        # Does authentication depend on group membership? What group name?
        #'group'                     =>  'GROUP_NAME',
        # What is the attribute for the group object that determines membership?
        #'group_attr'                =>  'GROUP_ATTR',
        ## RT ATTRIBUTE MATCHING SECTION
        # The list of RT attributes that uniquely identify a user
        'attr_match_list'           => [    'Name',
                                            'EmailAddress'
                                           #'RealName'
                                       ],
        # The mapping of RT attributes on to LDAP attributes
                            'attr_map'  =>  {   'Name' => 'cn',
                            'EmailAddress' => 'test.action.go',
                            'WorkPhone' => 'telephoneNumber',
                            'MobilePhone' => 'mobile',
                            'RealName' => 'displayName',
                            'NickName' => 'preferredName',
                            'Organization' => 'Location',
                            'Address1' => 'mailstop',
                            'City' => 'homeCity',
                            'State' => 'st',
                            'Zip' => 'postalCode',
                            'Country' => 'co'
                        }
   }
}
);
1;


Error from log is:
[Wed Jun 09 16:26:50 2010] [notice] caught SIGTERM, shutting down
[Wed Jun  9 20:26:53 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun  9 20:27:04 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 09 16:27:13 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed Jun 09 16:30:30 2010] [notice] caught SIGTERM, shutting down
[Wed Jun  9 20:30:33 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun  9 20:30:44 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun 09 16:30:53 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$
[Wed Jun 09 16:49:20 2010] [notice] caught SIGTERM, shutting down
[Wed Jun 09 16:49:23 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$
[Wed Jun 09 16:49:23 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting...
[Wed Jun  9 20:54:04 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $
[Wed Jun  9 20:54:16 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $


Thanks in advance 



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From jrummel at imapp.com  Thu Jun 10 09:31:15 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Thu, 10 Jun 2010 06:31:15 -0700 (PDT)
Subject: [rt-users] Spawn multiple child tickets
In-Reply-To: <AANLkTinHu3bhw5BeVTFrltNX5FnyOs1teyo0l1j-TjL8@mail.gmail.com>
References: <28755908.post@talk.nabble.com> <28758625.post@talk.nabble.com>
	<20100603155405.GD13355@jibsheet.com>
	<28832522.post@talk.nabble.com>
	<AANLkTilvTcpOCA_it4r4_UiKh3_IAlWlEDK8onlpjaFb@mail.gmail.com>
	<28833645.post@talk.nabble.com>
	<AANLkTinHu3bhw5BeVTFrltNX5FnyOs1teyo0l1j-TjL8@mail.gmail.com>
Message-ID: <28843186.post@talk.nabble.com>


Kenn,

You are awesome!  It worked!  TransactionBatch was the key.  Thanks a
million!

Jonathan


Kenneth Crocker wrote:
> 
> Jonathan,
> 
> Try something like this:
> 
> Condition: User Defined
> Action: Create Tickets
> Template: Create Child Ticket
> Stage: TransactionBatch
> 
> 
> Custom Condition:
> 
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> 
> if  ($trans->Type eq 'CustomField')
>     {my $cf = new RT::CustomField($RT::SystemUser);
>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>          Name => "YOUR CF");
>      return 0 unless $cf->id;
>      if  ($trans->Field == $cf->id &&
>           $trans->NewValue eq "Florida")
>           {
>            return 1;
>           }
>     }
> 
> return 0;
> 
> That should create the ticket. I think you will need a different scrip for
> notification purposes. One notification scrip should suffice for all the
> tickets created.
> 
> Be sure to use TransactionBatch.
> 
> Hope this helps.
> 
> Kenn
> LBNL
> 
> On Wed, Jun 9, 2010 at 10:41 AM, Jonathan Rummel <jrummel at imapp.com>
> wrote:
> 
>>
>> That's correct, Kenn.  If they select 3 values, I want 3 child tickets
>> and
>> so
>> on.  However, that's my main problem.  I've done what you're suggesting
>> (by
>> using the code I provided, with one scrip for each state), and it only
>> creates a child ticket for the first option selected.  Any ideas?
>>
>> Jonathan
>>
>>
>>
>> Kenneth Crocker wrote:
>> >
>> > Jonathan,
>> >
>> > If I understand this right, you want to create a child ticket for every
>> > value the user selects in the Custom Field. If they choose Florida and
>> > Maine, then you want two child tickets. If they select Florida, you
>> want
>> > one. What if they select 3 or 4 values? If this is the case, I would
>> > create
>> > a scrip for each possible value, that way, no matter how many they
>> select,
>> > each one will create a child ticket.
>> >
>> > Kenn
>> > LBNL
>> >
>> > On Wed, Jun 9, 2010 at 9:10 AM, Jonathan Rummel <jrummel at imapp.com>
>> wrote:
>> >
>> >>
>> >> Thanks, Kevin.  I'm pretty much doing this on a novice level, and
>> could
>> >> use
>> >> a
>> >> little more explaining if possible.  Please see notes in caps and
>> >> parenthesis below:
>> >>
>> >> Jonathan
>> >>
>> >> Your condition only checks if the first value is Florida and then
>> >> again hardcodes the first value into the ticket creation.  Using
>> >> FirstCustomFieldValue is never going to show you the second value.
>> >>
>> >> (HOW DO I REFERENCE THE 2ND, 3RD, ETC. CUSTOM FIELD VALUES IN MY
>> >> CONDITION?
>> >> I DON'T SUPPOSE IT'S AS EASY AS "SecondCustomFieldValue".)
>> >>
>> >> CreateTickets can create multiple tickets by defining them in the
>> >> Template with differing ===Create-Ticket: lines (see the pod in the
>> >> action) but that requires you to know how many tickets you want.
>> >>
>> >> (COULD YOU PLEASE EXPLAIN THE ABOVE FURTHER? I'M NOT SURE I COMPLETELY
>> >> UNDERSTAND.)
>> >>
>> >> I believe in the past people have advised that you either write a look
>> >> that calls Ticket->Create for each CustomFieldValue, but you should be
>> >> able to generate the template entirely within {} for each
>> >> CustomFieldValue if you want to go that route.
>> >>
>> >> -kevin
>> >>
>> >> --
>> >> View this message in context:
>> >>
>> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28832522.html
>> >> Sent from the Request Tracker - User mailing list archive at
>> Nabble.com.
>> >>
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.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://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28833645.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28843186.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From GBaxter at blackpoolsixth.ac.uk  Thu Jun 10 10:37:17 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Thu, 10 Jun 2010 15:37:17 +0100
Subject: [rt-users] 3.8.8 new install user creation error
Message-ID: <fc.00758246020bcc1f00758246020bcc1f.20bce17@blackpoolsixth.ac.uk>

Hi,

I have installed RT 3.8.8 on fedora 12.

I'm at the stage of adding users, i log in as root, go to users, create,
create a user with username of test, set new password to test, and also
verify it. When saving changes I get the following error:

User created 
Please enter your current password. Password has not been set. 
A password was not set, so user won't be able to login. 

So then I enter test in current password box and save changes, but I am
unable to log in.

Log back in as root, fill in test user's current password as test, save
changes, still cannot log in.

Log back in as root, set new and verify password to test, save changes,
but get the following error:

	Please enter your current password correctly. Password has not been set.

What is going on? Is this a bug?

Any help appreciated

Thanks.

Guy,


This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.  Emails are not secure and cannot be guaranteed to be free of errors or viruses.  It is your responsibility to scan emails and attachments for viruses before opening them.

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From torsten.brumm at googlemail.com  Thu Jun 10 12:09:47 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 10 Jun 2010 18:09:47 +0200
Subject: [rt-users] 3.8.8 new install user creation error
In-Reply-To: <fc.00758246020bcc1f00758246020bcc1f.20bce17@blackpoolsixth.ac.uk>
References: <fc.00758246020bcc1f00758246020bcc1f.20bce17@blackpoolsixth.ac.uk>
Message-ID: <AANLkTinuhzmNPGwr8zmfkvzFomvfYWpMfqY6HJoVX-9H@mail.gmail.com>

Hi Guy,
like the message says: ENTER THE CURRENT USERS PASSWORD: you are the Current
User, so enter your password followed by the new password.

Torsten

2010/6/10 Guy Baxter <GBaxter at blackpoolsixth.ac.uk>

> Hi,
>
> I have installed RT 3.8.8 on fedora 12.
>
> I'm at the stage of adding users, i log in as root, go to users, create,
> create a user with username of test, set new password to test, and also
> verify it. When saving changes I get the following error:
>
> User created
> Please enter your current password. Password has not been set.
> A password was not set, so user won't be able to login.
>
> So then I enter test in current password box and save changes, but I am
> unable to log in.
>
> Log back in as root, fill in test user's current password as test, save
> changes, still cannot log in.
>
> Log back in as root, set new and verify password to test, save changes,
> but get the following error:
>
>        Please enter your current password correctly. Password has not been
> set.
>
> What is going on? Is this a bug?
>
> Any help appreciated
>
> Thanks.
>
> Guy,
>
>
> This email and any attachments are confidential and are intended solely for
> the use of the individual to whom it is addressed. If you are not the
> intended recipient of this email and its attachments, you must take no
> action based upon them, nor must you copy or show them to anyone. Please
> contact the sender if you believe you have received this email in error.
>  Emails are not secure and cannot be guaranteed to be free of errors or
> viruses.  It is your responsibility to scan emails and attachments for
> viruses before opening them.
>
> Any views or opinions expressed are solely those of the author and do not
> necessarily represent those of The Blackpool Sixth Form College.
>
>
> #####################################################################################
> Scanned by MailMarshal - Marshal's comprehensive email content security
> solution.
> Download a free evaluation of MailMarshal at www.marshal.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.brumm.me
http://www.elektrofeld.de
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From ariel.saia at brandesassociates.com  Thu Jun 10 13:38:48 2010
From: ariel.saia at brandesassociates.com (Ariel Saia)
Date: Thu, 10 Jun 2010 11:38:48 -0600
Subject: [rt-users] Authenticate with multiple LDAP Domains
Message-ID: <83A76E75E2E02844B3EEC78D82B9105C1C3E1639CF@HERMES.brandesassociates.com>

Just wanted to post this as it may help someone. I needed to authenticate against multiple AD domains and in the archives someone had asked how to do this. Here is my ExternalAuth: RT_SiteConfig.pm file.


----------------------------------------------------------------------------------------------------------------------------


Set($ExternalAuthPriority,           [ 'My_LDAP', 'My_LDAP2' ] );
Set($ExternalInfoPriority,           [ 'My_LDAP', 'My_LDAP2' ] );
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,     0);

Set($ExternalSettings,      {
                     'My_LDAP'               =>  {

                     'type'                  =>  'ldap',
                     'server'                =>  '192.168.0.1',
                     'user'                  =>  'CN=rt, OU=TEST-CO, DC=Domain1, DC=COM',
                     'pass'                  =>  'passowrd',
                     'base'                  =>  'DC=Domain1,DC=COM',

                     'filter'                =>  '(ObjectClass=*)',
#                    'd_filter'              =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                     'tls'                   =>  0,
#                    'ssl_version'           =>  3,

                     'net_ldap_args'         => [    version =>  3           ],
#                    'group'                 =>  'cn=RT Users,ou=Services,dc=internal,dc=local',
#                    'group_attr'            =>  'member',

                     'attr_match_list'       => [   'Name', 'EmailAddress'   ],
                     'attr_map'              => {   'Name' => 'sAMAccountName',
                                                    'EmailAddress' => 'mail',
                                                    'Organization' => 'physicalDeliveryOfficeName',
                                                    'RealName' => 'cn',
                                                    'ExternalAuthId' => 'sAMAccountName',
                                                    'Gecos' => 'sAMAccountName',
                                                    'WorkPhone' => 'telephoneNumber',
                                                    'Address1' => 'streetAddress',
                                                    'City' => 'l',
                                                    'State' => 'st',
                                                    'Zip' => 'postalCode',
                                                    'Country' => 'co'
                                                                                                }
                                                },

                                      'My_LDAP2'               =>  {

                     'type'                  =>  'ldap',
                     'server'                =>  '192.168.1.1',
                     'user'                  =>  'CN=rt, OU=TEST-CO, DC=Domain2, DC=COM',
                     'pass'                  =>  'password',
                     'base'                  =>  'DC=Domain2,DC=COM',

                     'filter'                =>  '(ObjectClass=*)',
#                    'd_filter'              =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                     'tls'                   =>  0,
#                    'ssl_version'           =>  3,

                     'net_ldap_args'         => [    version =>  3           ],
#                    'group'                 =>  'cn=RT Users,ou=Services,dc=internal,dc=local',
#                    'group_attr'            =>  'member',

                     'attr_match_list'       => [   'Name', 'EmailAddress'   ],
                     'attr_map'              => {   'Name' => 'sAMAccountName',
                                                    'EmailAddress' => 'mail',
                                                    'Organization' => 'physicalDeliveryOfficeName',
                                                    'RealName' => 'cn',
                                                    'ExternalAuthId' => 'sAMAccountName',
                                                    'Gecos' => 'sAMAccountName',
                                                    'WorkPhone' => 'telephoneNumber',
                                                    'Address1' => 'streetAddress',
                                                    'City' => 'l',
                                                    'State' => 'st',
                                                    'Zip' => 'postalCode',
                                                    'Country' => 'co'
                                                }
                                                                                                }

                            }
);

1;




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From borngunners at aol.com  Thu Jun 10 14:23:49 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 10 Jun 2010 14:23:49 -0400 (EDT)
Subject: [rt-users] 3.8.8 new install user creation error
In-Reply-To: 26760901
References: 26760901
Message-ID: <8CCD6E134A6C2E0-2664-EFF@webmail-m062.sysops.aol.com>

Enter the password of the root password to each and every user that you create. That should be the initial password, then enter the current password and confirm it. That should resolve your problem





-----Original Message-----
From: Torsten Brumm <torsten.brumm at googlemail.com>
To: Guy Baxter <GBaxter at blackpoolsixth.ac.uk>
Cc: rt-users <rt-users at lists.bestpractical.com>
Sent: Thu, Jun 10, 2010 12:10 pm
Subject: Re: [rt-users] 3.8.8 new install user creation error


Hi Guy,
like the message says: ENTER THE CURRENT USERS PASSWORD: you are the Current User, so enter your password followed by the new password.

Torsten


2010/6/10 Guy Baxter <GBaxter at blackpoolsixth.ac.uk>

Hi,

I have installed RT 3.8.8 on fedora 12.

I'm at the stage of adding users, i log in as root, go to users, create,
create a user with username of test, set new password to test, and also
verify it. When saving changes I get the following error:

User created
Please enter your current password. Password has not been set.
A password was not set, so user won't be able to login.

So then I enter test in current password box and save changes, but I am
unable to log in.

Log back in as root, fill in test user's current password as test, save
changes, still cannot log in.

Log back in as root, set new and verify password to test, save changes,
but get the following error:

       Please enter your current password correctly. Password has not been set.

What is going on? Is this a bug?

Any help appreciated

Thanks.

Guy,


This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.  Emails are not secure and cannot be guaranteed to be free of errors or viruses.  It is your responsibility to scan emails and attachments for viruses before opening them.

Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College.

#####################################################################################
Scanned by MailMarshal - Marshal's comprehensive email content security solution.
Download a free evaluation of MailMarshal at www.marshal.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.brumm.me
http://www.elektrofeld.de



iscover RT's hidden secrets with RT Essentials from O'Reilly Media.
uy a copy at http://rtbook.bestpractical.com

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From kfcrocker at lbl.gov  Thu Jun 10 14:32:49 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 Jun 2010 11:32:49 -0700
Subject: [rt-users] RT at a glance for groups
In-Reply-To: <AANLkTimapwYjccOQEybSejZi3QEaIMJUQPJdX8a4Cfuh@mail.gmail.com>
References: <AANLkTimapwYjccOQEybSejZi3QEaIMJUQPJdX8a4Cfuh@mail.gmail.com>
Message-ID: <AANLkTim2t9e3EPxxYJ_VWn61Omw1FOz3OFTHoJB5feq0@mail.gmail.com>

Chris,

Certainly is. First of all, make sure there is a group with the UserIDs in
it. Then make sure that all the Query rights are applied to that group. Then
all you have to do is save the query as a group save for that group. You
will need to be a member of that group in order to do that. All Queries can
be saved into group collections. Then, they are available to anyone in that
group when the update their Home Page.

Kenn
LBNL

On Thu, Jun 10, 2010 at 5:20 AM, Chris Hall <hiro24 at gmail.com> wrote:

> Is it possible?  For example, we have our users divided into groups of
> like... helpdesk.. corporate support.. field techs... I'd like to make a
> custom search to display the helpdesk tickets via RT at a glance for the
> members of the helpdesk group, but I see how to do it via individual users,
> or global.. but not via group.  Is this functionality available?
>
> 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 mmcgrath at carthage.edu  Thu Jun 10 14:48:49 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Thu, 10 Jun 2010 13:48:49 -0500
Subject: [rt-users] E-mail reminders to owners of tickets
Message-ID: <AANLkTilaawC8UTduAB0M_pSCIC8oKH41qeDtvYc-A4L_@mail.gmail.com>

Hi all -

Running RT 3.8.8 on Ubuntu 9.10.

We are looking to send daily reminders to owners of tickets.  I have found
the rt-remind script (at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/).
 Is this my best bet?  I'm not concerned with escalating priority of
tickets, so I don't know if this is the right thing to use or not?

I guess the best case scenario would be if I have 10 tickets that I own,
each night I would get a single e-mail with information regarding all 10 of
my open tickets.  If that is not possible, it would be acceptable to get 1
e-mail for every ticket I own -- so in this case, I would get 10 individual
e-mails.

I have also found this thread about rt-remind (
http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582)
-- but it is from 2004 and not sure if this is still the best option.

I've put the script into my cron.daily and it doesn't seem to do anything.
 Is there any configuration that needs to be done?

Am I on the right track with this script?  Or is there any easier way?

Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From ariel.saia at brandesassociates.com  Thu Jun 10 15:01:16 2010
From: ariel.saia at brandesassociates.com (Ariel Saia)
Date: Thu, 10 Jun 2010 13:01:16 -0600
Subject: [rt-users] Authenticate with multiple LDAP Domains
In-Reply-To: <8CCD6E32C0E7F7B-2664-1246@webmail-m062.sysops.aol.com>
References: 26760920 <8CCD6E32C0E7F7B-2664-1246@webmail-m062.sysops.aol.com>
Message-ID: <83A76E75E2E02844B3EEC78D82B9105C1C3E1639F5@HERMES.brandesassociates.com>

Sorry, but my post was not directed towards your issue.

Just a general howto post to accomplish authentication against multiple LDAP servers.

Ariel

From: borngunners at aol.com [mailto:borngunners at aol.com]
Sent: Thursday, June 10, 2010 12:38 PM
To: Ariel Saia
Subject: Re: [rt-users] Authenticate with multiple LDAP Domains

That looks nice, but I believe my issue is with the following:
#THE LDAP SERVER
Set(@Plugins, qw(RT::Authen::ExternalAuth));
Set($EmailCompletionUnprivileged,"privileged");

If I comment them out, everything is fine, apache2 can restart, but if uncomment apache2 will fail.

What is the work around for that?

thanks,

-----Original Message-----
From: Ariel Saia <ariel.saia at brandesassociates.com>
To: RT-Users <RT-Users at lists.bestpractical.com>
Sent: Thu, Jun 10, 2010 1:44 pm
Subject: [rt-users] Authenticate with multiple LDAP Domains
Just wanted to post this as it may help someone. I needed to authenticate against multiple AD domains and in the archives someone had asked how to do this. Here is my ExternalAuth: RT_SiteConfig.pm file.


----------------------------------------------------------------------------------------------------------------------------


Set($ExternalAuthPriority,           [ 'My_LDAP', 'My_LDAP2' ] );
Set($ExternalInfoPriority,           [ 'My_LDAP', 'My_LDAP2' ] );
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,     0);

Set($ExternalSettings,      {
                     'My_LDAP'               =>  {

                     'type'                  =>  'ldap',
                     'server'                =>  '192.168.0.1',
                     'user'                  =>  'CN=rt, OU=TEST-CO, DC=Domain1, DC=COM',
                     'pass'                  =>  'passowrd',
                     'base'                  =>  'DC=Domain1,DC=COM',

                     'filter'                =>  '(ObjectClass=*)',
#                    'd_filter'              =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                     'tls'                   =>  0,
#                    'ssl_version'           =>  3,

                     'net_ldap_args'         => [    version =>  3           ],
#                    'group'                 =>  'cn=RT Users,ou=Services,dc=internal,dc=local',
#                    'group_attr'            =>  'member',

                     'attr_match_list'       => [   'Name', 'EmailAddress'   ],
                     'attr_map'              => {   'Name' => 'sAMAccountName',
                                                    'EmailAddress' => 'mail',
                                                    'Organization' => 'physicalDeliveryOfficeName',
                                                    'RealName' => 'cn',
                                                    'ExternalAuthId' => 'sAMAccountName',
                                                    'Gecos' => 'sAMAccountName',
                                                    'WorkPhone' => 'telephoneNumber',
                                                    'Address1' => 'streetAddress',
                                                    'City' => 'l',
                                                    'State' => 'st',
                                                    'Zip' => 'postalCode',
                                                    'Country' => 'co'
                                                                                                }
                                                },

                                      'My_LDAP2'               =>  {

                     'type'                  =>  'ldap',
                     'server'                =>  '192.168.1.1',
                     'user'                  =>  'CN=rt, OU=TEST-CO, DC=Domain2, DC=COM',
                     'pass'                  =>  'password',
                     'base'                  =>  'DC=Domain2,DC=COM',

                     'filter'                =>  '(ObjectClass=*)',
#                    'd_filter'              =>  '(userAccountControl:1.2.840.113556.1.4.803:=2)',

                     'tls'                   =>  0,
#                    'ssl_version'           =>  3,

                     'net_ldap_args'         => [    version =>  3           ],
#                    'group'                 =>  'cn=RT Users,ou=Services,dc=internal,dc=local',
#                    'group_attr'            =>  'member',

                     'attr_match_list'       => [   'Name', 'EmailAddress'   ],
                     'attr_map'              => {   'Name' => 'sAMAccountName',
                                                    'EmailAddress' => 'mail',
                                                    'Organization' => 'physicalDeliveryOfficeName',
                                                    'RealName' => 'cn',
                                                    'ExternalAuthId' => 'sAMAccountName',
                                                    'Gecos' => 'sAMAccountName',
                                                    'WorkPhone' => 'telephoneNumber',
                                                    'Address1' => 'streetAddress',
                                                    'City' => 'l',
                                                    'State' => 'st',
                                                    'Zip' => 'postalCode',
                                                    'Country' => 'co'
                                                }
                                                                                                }

                            }
);

1;







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 spark at cclsd.org  Thu Jun 10 15:09:17 2010
From: spark at cclsd.org (spark at cclsd.org)
Date: Thu, 10 Jun 2010 12:09:17 -0700
Subject: [rt-users] E-mail reminders to owners of tickets
In-Reply-To: <AANLkTilaawC8UTduAB0M_pSCIC8oKH41qeDtvYc-A4L_@mail.gmail.com>
References: <AANLkTilaawC8UTduAB0M_pSCIC8oKH41qeDtvYc-A4L_@mail.gmail.com>
Message-ID: <4C11385D.2010709@cclsd.org>

Hi Max,
I use a daily dashboard subscription that is emailed to me each morning, 
apprising me of all open tickets according to the search criteria set in 
the dashboard. Works pretty well

hope this helps

Sean

On 6/10/2010 11:48 AM, Max McGrath wrote:
> Hi all -
>
> Running RT 3.8.8 on Ubuntu 9.10.
>
> We are looking to send daily reminders to owners of tickets.  I have
> found the rt-remind script (at
> http://www.cs.kent.ac.uk/people/staff/tdb/rt3/).  Is this my best bet?
>   I'm not concerned with escalating priority of tickets, so I don't know
> if this is the right thing to use or not?
>
> I guess the best case scenario would be if I have 10 tickets that I own,
> each night I would get a single e-mail with information regarding all 10
> of my open tickets.  If that is not possible, it would be acceptable to
> get 1 e-mail for every ticket I own -- so in this case, I would get 10
> individual e-mails.
>
> I have also found this thread about rt-remind
> (http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582)
> -- but it is from 2004 and not sure if this is still the best option.
>
> I've put the script into my cron.daily and it doesn't seem to do
> anything.  Is there any configuration that needs to be done?
>
> Am I on the right track with this script?  Or is there any easier way?
>
> Thanks!
>
> Max
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
>
>
>
>
> 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 Jun 10 16:40:29 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 Jun 2010 13:40:29 -0700
Subject: [rt-users] Scrip help please.
In-Reply-To: <C73EE97EC2AFC54DB02A6767623F96D20AE18E3F@SFRHSMAIL01.am.thmulti.com>
References: <C73EE97EC2AFC54DB02A6767623F96D20AE18DC6@SFRHSMAIL01.am.thmulti.com>
	<AANLkTimw1OOlmucI84Wb2jcendwtcjndk6JgWSm1iQbs@mail.gmail.com>
	<C73EE97EC2AFC54DB02A6767623F96D20AE18DD5@SFRHSMAIL01.am.thmulti.com>
	<AANLkTikCdk2PE4EJnox3A-3v_a1d5UfACGhJLCQG7sVY@mail.gmail.com>
	<C73EE97EC2AFC54DB02A6767623F96D20AE18E3F@SFRHSMAIL01.am.thmulti.com>
Message-ID: <AANLkTikicfv2TYKfeVmULv80RNod_FwPrRr0Gea4JnXn@mail.gmail.com>

Paul,

Perhaps I misunderstood. Are you wanting to meet these conditions at the
same time (ie. a create with a CF) or are these to be two separate
conditions exclusive of each other?

Kenn
LBNL

On Wed, Jun 9, 2010 at 3:37 PM, Dougherty Paul <paul_dougherty at prn.com>wrote:

>  Hi Keith,
>
>
>
> These did not help?I have gotten closer to the error, however.
>
>
>
> It seems rather stupid, all I am trying to do is to get the condition to
> ring true in my scrip.
>
>
>
> This is what I have.
>
>
>
> ($self->TicketObj->FirstCustomFieldValue('Urgency') eq "Critical");
>
>
>
>
>
> There are no errors generated by this scrip?but it doesn?t add the
> watchers?(this part works when the above condition is met). For example, if
> I simply use this?($self->TransactionObj->Type eq "Create"); in the
> condition, the scrip adds the watchers.
>
>
>
> Watcher add code:
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"paul_dougherty\@prn.com");
>
> push( @{$self->{'To'}},
>
>       $self->TicketObj->Requestors->MemberEmailAddresses,
>
>       $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );
>
> return 1;
>
>
>
> Any ideas?
>
>
>
> Thanks,
>
>
> Paul
>
>
>
> *From:* Kenneth Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Thursday, June 03, 2010 9:00 AM
> *To:* Dougherty Paul
>
> *Subject:* Re: [rt-users] Scrip help please.
>
>
>
> Paul,
>
> I have attached two txt files that have the code in them. These files have
> flower box comments and such that I always use to maintain my code. have fun
> with them.
>
> Kenn
> LBNL
>
> On Thu, Jun 3, 2010 at 8:27 AM, Dougherty Paul <paul_dougherty at prn.com>
> wrote:
>
> Hi Ken,
>
>
>
> Sure, I might be able to use those.
>
>
>
> Thanks,
>
>
>
> Paul
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Wednesday, June 02, 2010 5:07 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Scrip help please.
>
>
>
> Paul,
>
> I have some code that adds a CC to an individual ticket on a Queue basis.
> So, if you want this for just certain types of tickets, maybe you could
> modify it for those conditions and put it in the Queues relevant to that
> need. OH, I also have some code that add's *additional* Cc's on
> "Correspondence" with those tickets as well. Is that something you might be
> interested in using?
>
> Kenn
> LBNL
>
> On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul <paul_dougherty at prn.com>
> wrote:
>
> Hi,
>
>
>
> I am sure this is an id10t error, but I am trying to write a scrip that
> sends an adds a ?CC? to a new ticket whose urgency is Critical (or
> critical). So far, the closest I have gotten is to have the system add the
> ?CC??s for every new ticket.
>
>
>
> Here is the custom condition that is giving me the fits. The current error
> I am receiving involves a syntax error?thing is, no matter what I try, I
> cannot get this thing to work. Every other part of this process works (ie,
> when the cc?s are added, the email is sent. The custom action does indeed
> add the cc?s).
>
>
>
> I just need to meet three conditions. One is on create, the other is
> Urgency (custom field) Critical or Urgency critical.
>
>
>
> Thanks,
>
>
> Paul
>
>
>
>
>
> Custom condition:
>
> if ( ($self->TransactionObj->Type eq "Create") &&
>
>                     ( ( $self->TicketObj->FirstCustomFieldValue('Urgency')
> eq "Critical") || ( $self->TicketObj->FirstCustomFieldValue('Urgency') eq
> "critical")))
>
> return 1;
>
> else
>
> return 0;
>
>
>
> Custom action: (runs fine):
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"xxx\@prn.com");
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"xxx\@prn.com");
>
> push( @{$self->{'To'}},
>
>       $self->TicketObj->Requestors->MemberEmailAddresses,
>
>       $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );
>
> return 1;
>
>
>
> 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 payam at rasana.net  Thu Jun 10 16:50:27 2010
From: payam at rasana.net (Payam Poursaied)
Date: Fri, 11 Jun 2010 01:20:27 +0430
Subject: [rt-users]  creat MAILTO link in search format
Message-ID: <044401cb08de$949cff70$bdd6fe50$@net>

Based on my previous email, I wanted to have mailto link in my search page
and also ticket display page to easily use local mail clients such as
outlook to send correspond and add comment for a specific ticket.

Based on Kevin's help, now I created a column map and also a callback. I put
them here so may someone else find it useful. ( it might be so simple for
many ones here but it took me a time to create it so I put it for those who
may be interested )

* create "Link to Correspond and Comment" in Search result
- modify rt3/share/html/Elements/RT__Ticket/ColumnMap and add the
followings:

    LinkToCorrespond => {
        title => 'Correspond', # loc
        value => sub {
            return \('<a
href="mailto:'.$_[0]->QueueObj->CorrespondAddress().'?subject=['.$_[0]->Queu
eObj->SubjectTag().' #'.$_[0]->id.']'. $_[0]->Subject() .'">'),
                $_[0]->loc('Reply'), \'</a>';
        },
    },
    LinkToComment => {
        title => 'Comment', # loc
        value => sub {
            return \('<a
href="mailto:'.$_[0]->QueueObj->CommentAddress().'?subject=['.$_[0]->QueueOb
j->SubjectTag().' #'.$_[0]->id.']'. $_[0]->Subject() .'">'),
                $_[0]->loc('Comment'), \'</a>';
        },
    },


- reload the webserver
- go to the ticket search page and switch to advanced mode
- now in the "Format" textarea you could have '__LinkToCorrespond__' and
'__LinkToComment__'


* create "Link to Correspond and Comment" in ticket display page
- create the directory hierarchy :
rt3/local/html/Callbacks/YOURCallbacks/Ticket/Elements/ShowBasics
- create "EndOfList" file and put the followings inside it:
  <tr>
    <td class="label top"><&|/l&>Action</&>:</td>
    <td class="label top">
<a href="mailto:<% $Ticket->QueueObj->CorrespondAddress() %>?subject=[<%
$Ticket->QueueObj->SubjectTag() %> #<% $Ticket->id %>]<% $Ticket->Subject()
%>">Reply</a>
|
<a href="mailto:<% $Ticket->QueueObj->CommentAddress() %>?subject=[<%
$Ticket->QueueObj->SubjectTag() %> #<% $Ticket->id %>]<% $Ticket->Subject()
%>">Comment</a>


</td>
  </tr>
<%ARGS>
$Ticket => undef
</%ARGS>
<%INIT>
</%INIT>

- Reload the webserver and then you will find two links in the basic part of
summery.


P.S. Internet Explorer has some problem with these links when open mail
client! Everything in the subject after "#" disappear! But firefox works
fine
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From kfcrocker at lbl.gov  Thu Jun 10 17:03:15 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 Jun 2010 14:03:15 -0700
Subject: [rt-users] Scrip help please.
In-Reply-To: <C73EE97EC2AFC54DB02A6767623F96D20AE18E51@SFRHSMAIL01.am.thmulti.com>
References: <C73EE97EC2AFC54DB02A6767623F96D20AE18DC6@SFRHSMAIL01.am.thmulti.com>
	<AANLkTimw1OOlmucI84Wb2jcendwtcjndk6JgWSm1iQbs@mail.gmail.com>
	<C73EE97EC2AFC54DB02A6767623F96D20AE18DD5@SFRHSMAIL01.am.thmulti.com>
	<AANLkTikCdk2PE4EJnox3A-3v_a1d5UfACGhJLCQG7sVY@mail.gmail.com>
	<C73EE97EC2AFC54DB02A6767623F96D20AE18E3F@SFRHSMAIL01.am.thmulti.com>
	<AANLkTikicfv2TYKfeVmULv80RNod_FwPrRr0Gea4JnXn@mail.gmail.com>
	<C73EE97EC2AFC54DB02A6767623F96D20AE18E51@SFRHSMAIL01.am.thmulti.com>
Message-ID: <AANLkTikzakxIxrhVl9Ax4L10TocF_eOeYSMOzwmeW6hF@mail.gmail.com>

Paul,

I may be wrong, but I think the reason is that when a ticket is being
created, I don't believe that the "Ticket Custom Field: is available at the
time of "Custom Condition". I think you will have to add the code that
checks on the value of the Ticket Custom Field in one of the Custom Action
sections along with your code to add the Cc's. That also may be why the
example has an "or" in that code. Hope this helps.

Kenn
LBNL

On Thu, Jun 10, 2010 at 1:53 PM, Dougherty Paul <paul_dougherty at prn.com>wrote:

>  Hi Keith,
>
>
>
> First off, thanks for your help.
>
>
>
> This is what I am trying to implement?
> http://wiki.bestpractical.com/view/AddWatcherPerTicket
>
>
>
> I want this to fire when tickets are created and when the custom field of
> Urgency (already created and gets poplutated) is critical.
>
>
>
> This is from the wiki?
>
> return undef unless ( ($self->TransactionObj->Type eq "Create") ||
>
>                      ( $self->TicketObj->FirstCustomFieldValue('Urgency')
> eq "High"));
>
> return 1;
>
>
>
> So what I am trying to do is change the or statement to an and with && and
> change the High to Critical?.but somehow this fails. I have tried every
> combination I can think of?.
>
>
>
> Interestingly, I can get the first part (create) to fire correctly when it
> is by itself. I cannot get the Urgency part to ever evaluate as true.
>
>
>
> Cheers,
>
>
>
> Paul
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Thursday, June 10, 2010 1:40 PM
>
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Scrip help please.
>
>
>
> Paul,
>
> Perhaps I misunderstood. Are you wanting to meet these conditions at the
> same time (ie. a create with a CF) or are these to be two separate
> conditions exclusive of each other?
>
> Kenn
> LBNL
>
> On Wed, Jun 9, 2010 at 3:37 PM, Dougherty Paul <paul_dougherty at prn.com>
> wrote:
>
> Hi Keith,
>
>
>
> These did not help?I have gotten closer to the error, however.
>
>
>
> It seems rather stupid, all I am trying to do is to get the condition to
> ring true in my scrip.
>
>
>
> This is what I have.
>
>
>
> ($self->TicketObj->FirstCustomFieldValue('Urgency') eq "Critical");
>
>
>
>
>
> There are no errors generated by this scrip?but it doesn?t add the
> watchers?(this part works when the above condition is met). For example, if
> I simply use this?($self->TransactionObj->Type eq "Create"); in the
> condition, the scrip adds the watchers.
>
>
>
> Watcher add code:
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"paul_dougherty\@prn.com");
>
> push( @{$self->{'To'}},
>
>       $self->TicketObj->Requestors->MemberEmailAddresses,
>
>       $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );
>
> return 1;
>
>
>
> Any ideas?
>
>
>
> Thanks,
>
>
> Paul
>
>
>
> *From:* Kenneth Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Thursday, June 03, 2010 9:00 AM
> *To:* Dougherty Paul
>
>
> *Subject:* Re: [rt-users] Scrip help please.
>
>
>
> Paul,
>
> I have attached two txt files that have the code in them. These files have
> flower box comments and such that I always use to maintain my code. have fun
> with them.
>
> Kenn
> LBNL
>
> On Thu, Jun 3, 2010 at 8:27 AM, Dougherty Paul <paul_dougherty at prn.com>
> wrote:
>
> Hi Ken,
>
>
>
> Sure, I might be able to use those.
>
>
>
> Thanks,
>
>
>
> Paul
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Wednesday, June 02, 2010 5:07 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Scrip help please.
>
>
>
> Paul,
>
> I have some code that adds a CC to an individual ticket on a Queue basis.
> So, if you want this for just certain types of tickets, maybe you could
> modify it for those conditions and put it in the Queues relevant to that
> need. OH, I also have some code that add's *additional* Cc's on
> "Correspondence" with those tickets as well. Is that something you might be
> interested in using?
>
> Kenn
> LBNL
>
> On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul <paul_dougherty at prn.com>
> wrote:
>
> Hi,
>
>
>
> I am sure this is an id10t error, but I am trying to write a scrip that
> sends an adds a ?CC? to a new ticket whose urgency is Critical (or
> critical). So far, the closest I have gotten is to have the system add the
> ?CC??s for every new ticket.
>
>
>
> Here is the custom condition that is giving me the fits. The current error
> I am receiving involves a syntax error?thing is, no matter what I try, I
> cannot get this thing to work. Every other part of this process works (ie,
> when the cc?s are added, the email is sent. The custom action does indeed
> add the cc?s).
>
>
>
> I just need to meet three conditions. One is on create, the other is
> Urgency (custom field) Critical or Urgency critical.
>
>
>
> Thanks,
>
>
> Paul
>
>
>
>
>
> Custom condition:
>
> if ( ($self->TransactionObj->Type eq "Create") &&
>
>                     ( ( $self->TicketObj->FirstCustomFieldValue('Urgency')
> eq "Critical") || ( $self->TicketObj->FirstCustomFieldValue('Urgency') eq
> "critical")))
>
> return 1;
>
> else
>
> return 0;
>
>
>
> Custom action: (runs fine):
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"xxx\@prn.com");
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>                               Email =>"xxx\@prn.com");
>
> push( @{$self->{'To'}},
>
>       $self->TicketObj->Requestors->MemberEmailAddresses,
>
>       $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );
>
> return 1;
>
>
>
> 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 rtparies at gmail.com  Thu Jun 10 17:40:12 2010
From: rtparies at gmail.com (Randy Paries)
Date: Thu, 10 Jun 2010 16:40:12 -0500
Subject: [rt-users] performance hints for latest new rt3 install
Message-ID: <AANLkTil4ASEJJlsc4jS0k0EXXjJ7gBC-A90jj2zc5DzP@mail.gmail.com>

Hello,
I have just installed rt-3.8.8 on a brand new box
i followed this install guide
http://www.ptitov.net/2008/07/request-tracker-installation-o.html

everything seems to be working, but i want to make sure that by
following this doc i am configured the best for performance

this is the httpd.conf from the doc


<VirtualHost xxx.xxx.xxx.xxx:80>
    ServerAdmin webmaster at me.com
    DocumentRoot /home/rtx/
    ServerName rtx.me.com

    ErrorLog logs/rtx.com-error_log
    CustomLog logs/rtx.com-access_log combined

    DocumentRoot /home/rtx/share/html

    AddDefaultCharset UTF-8

    PerlRequire /home/rtx/bin/webmux.pl

    <Directory /home/rtx/share/html>
       Order allow,deny
       Allow from all

       SetHandler perl-script
       PerlResponseHandler RT::Mason
    </Directory>
</VirtualHost>

thanks for any help

Randy


From manohar.r at glowtouch.com  Thu Jun 10 19:39:24 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Fri, 11 Jun 2010 05:09:24 +0530
Subject: [rt-users] Modify Ticket_overlay.pm.
Message-ID: <EF332E323C9F4DB58809D3F160247C61@CPU445>

Hi,

 

Can anybody put some light on whereabouts of  modifying Ticket_Overlay.pm to
include a condition while setting the queue based on some regular
expression.

 

This is the scenario where scrip acts to change the queue based on requestor
email id before the ticket is created.

 

Thanks

Manohar 

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From festivus at gmail.com  Thu Jun 10 20:47:48 2010
From: festivus at gmail.com (Andrew Best)
Date: Fri, 11 Jun 2010 10:47:48 +1000
Subject: [rt-users] Upgrade 3.2.2 to 3.8.7
In-Reply-To: <AANLkTilpUNyd0c1w-T9KoQ9betrM3uZJJMbgL6deJXGo@mail.gmail.com>
References: <AANLkTinAG8b0ePijHP8GpdDw0biBmfTUhwlvYZhdk-1v@mail.gmail.com>
	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAGpblx3mI9hGvp+zvDyEiy0BAAAAAA==@cedrat.com>
	<AANLkTilpUNyd0c1w-T9KoQ9betrM3uZJJMbgL6deJXGo@mail.gmail.com>
Message-ID: <AANLkTindflJbCmhQBJ38SplG8ymu22bx2JhgzeBTA1R4@mail.gmail.com>

Here is the exact error message.

"Invalid right. Couldn't canonicalize right 'AdminCustomFields'"

In the list of New rights there is a right called 'AdminCustomField' so
somehow we have this non-existent right in our config.
I'm looking around for fixes now.

As a note, if I revoke this right BEFORE I do the migration it is removed
from the group without a problem.

On 10 June 2010 20:57, Andrew Best <festivus at gmail.com> wrote:

>
> Ive also got a priv I cannot revoke. I have a group with the
> "AdminCustomFields" priviledge. I get a canonicalization error when I try
> and revoke it. Sorry I dont have the full error in front of me at the
> moment. Anyone got any suggestions?
>

-- 
Never be afraid to try something new. Remember, amateurs built the ark, and
professionals built the Titanic.
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From randy at paries.me  Fri Jun 11 00:21:00 2010
From: randy at paries.me (Randy)
Date: Thu, 10 Jun 2010 23:21:00 -0500
Subject: [rt-users] performance hints for a new rt3 install
Message-ID: <09b601cb091d$7f62e400$7e28ac00$@me>

Hello,
I have just installed rt-3.8.8 on a brand new box
i followed this install guide
 <http://www.ptitov.net/2008/07/request-tracker-installation-o.html>
http://www.ptitov.net/2008/07/request-tracker-installation-o.html

everything seems to be working, but i want to make sure that by
following this doc i am configured the best for performance

this is the httpd.conf from the doc


<VirtualHost xxx.xxx.xxx.xxx:80>
   ServerAdmin  <mailto:webmaster at me.com> webmaster at me.com
   DocumentRoot /home/rtx/
   ServerName  <http://rtx.me.com> rtx.me.com

   ErrorLog logs/rtx.com-error_log
   CustomLog logs/rtx.com-access_log combined

   DocumentRoot /home/rtx/share/html

   AddDefaultCharset UTF-8

   PerlRequire /home/rtx/bin/ <http://webmux.pl> webmux.pl

   <Directory /home/rtx/share/html>
      Order allow,deny
      Allow from all

      SetHandler perl-script
      PerlResponseHandler RT::Mason
   </Directory>
</VirtualHost>

thanks for any help

Randy

 

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From GBaxter at blackpoolsixth.ac.uk  Fri Jun 11 07:47:07 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Fri, 11 Jun 2010 12:47:07 +0100
Subject: [rt-users] emailing into queues
Message-ID: <fc.00758246020c0ab000758246020c0ab0.20c0f15@blackpoolsixth.ac.uk>

Hi,

Ive got a new install of 3.8.8 on Fedora 12, I have created queues as
described in the instructions, and have also added aliases for the queues,
along with re-building the aliases file with running newaliases. However I
cannot get emails into my RT queues.

Sendmail is running, and i can telnet to port 25 on my rt server. Emails
seem to go to the RT server - they don't get bounced but I have no idea
where they go!

Could anyone help please?

Thanks,

Guy.


This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.  Emails are not secure and cannot be guaranteed to be free of errors or viruses.  It is your responsibility to scan emails and attachments for viruses before opening them.

Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College.

#####################################################################################
Scanned by MailMarshal - Marshal's comprehensive email content security solution. 
Download a free evaluation of MailMarshal at www.marshal.com
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From GBaxter at blackpoolsixth.ac.uk  Fri Jun 11 11:18:36 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Fri, 11 Jun 2010 16:18:36 +0100
Subject: [rt-users] Can't locate object error
Message-ID: <fc.00758246020c36cd00758246020c36cd.20c371d@blackpoolsixth.ac.uk>

Hi, 

I have an install of RT 3.8.8 on Fedora 12 I have had a few issues, so far
resolved - until this one:

When replying to, or resolving a ticket, there is a bit of a delay and
then the following error:

Can't locate object method "host" via package "URI::_generic" at
/opt/rt3/bin/../lib/RT/Interface/Web.pm line 505.

I have no idea how to resolve this - it seems to be webserver based, as
the email message from the reply, resolve or comment goes through fine.

Any help would be greatly appreciated!

Thanks,

Guy Baxter.


This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.  Emails are not secure and cannot be guaranteed to be free of errors or viruses.  It is your responsibility to scan emails and attachments for viruses before opening them.

Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College.

#####################################################################################
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Download a free evaluation of MailMarshal at www.marshal.com
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From falcone at bestpractical.com  Fri Jun 11 12:10:44 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 11 Jun 2010 12:10:44 -0400
Subject: [rt-users] LDAP Authentication Issue
In-Reply-To: <8CCD6AF9C357AE2-2484-12465@Webmail-m104.sysops.aol.com>
References: <8CCD6AF9C357AE2-2484-12465@Webmail-m104.sysops.aol.com>
Message-ID: <20100611161044.GG595@jibsheet.com>

On Thu, Jun 10, 2010 at 08:28:56AM -0400, borngunners at aol.com wrote:
>    [Wed Jun 09 16:49:23 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC
>    contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$

You don't appear to have installed RT-Authen-ExternalAuth.
You should check under /opt/rt3/local

-kevin
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From falcone at bestpractical.com  Fri Jun 11 12:34:27 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 11 Jun 2010 12:34:27 -0400
Subject: [rt-users] emailing into queues
In-Reply-To: <fc.00758246020c0ab000758246020c0ab0.20c0f15@blackpoolsixth.ac.uk>
References: <fc.00758246020c0ab000758246020c0ab0.20c0f15@blackpoolsixth.ac.uk>
Message-ID: <20100611163427.GH595@jibsheet.com>

On Fri, Jun 11, 2010 at 12:47:07PM +0100, Guy Baxter wrote:
> Ive got a new install of 3.8.8 on Fedora 12, I have created queues as
> described in the instructions, and have also added aliases for the queues,
> along with re-building the aliases file with running newaliases. However I
> cannot get emails into my RT queues.
> 
> Sendmail is running, and i can telnet to port 25 on my rt server. Emails
> seem to go to the RT server - they don't get bounced but I have no idea
> where they go!
> 

What do your mail logs say

-kevin
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From falcone at bestpractical.com  Fri Jun 11 12:34:43 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 11 Jun 2010 12:34:43 -0400
Subject: [rt-users] Can't locate object error
In-Reply-To: <fc.00758246020c36cd00758246020c36cd.20c371d@blackpoolsixth.ac.uk>
References: <fc.00758246020c36cd00758246020c36cd.20c371d@blackpoolsixth.ac.uk>
Message-ID: <20100611163443.GI595@jibsheet.com>

On Fri, Jun 11, 2010 at 04:18:36PM +0100, Guy Baxter wrote:
> Hi, 
> 
> I have an install of RT 3.8.8 on Fedora 12 I have had a few issues, so far
> resolved - until this one:
> 
> When replying to, or resolving a ticket, there is a bit of a delay and
> then the following error:
> 
> Can't locate object method "host" via package "URI::_generic" at
> /opt/rt3/bin/../lib/RT/Interface/Web.pm line 505.
> 
> I have no idea how to resolve this - it seems to be webserver based, as
> the email message from the reply, resolve or comment goes through fine.

Most likely you have configured an invalid WebBaseURL or WebURL

-kevin
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From d.kirk at c7dc.com  Fri Jun 11 13:11:09 2010
From: d.kirk at c7dc.com (David Kirk)
Date: Fri, 11 Jun 2010 11:11:09 -0600
Subject: [rt-users] Rtcrontool Not Working
Message-ID: <5A9941974C3673499464997311E910FD93D9E58F57@c7mail.c7.net>

I've been using rtcrontool without issue on 3.8.2, but it stopped working about a month ago.  Running tests with rtcrontool, it gives me:

/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "id=61059" --condition RT::Condition::UntouchedInHours --condition-arg 0.25 --action RT::Action::RecordComment --action-arg 1 --template 'Unowned 15 min. Comment' --verbose --transaction last
61059: Using transaction #785399...Condition matches...Action prepared...

But, the comment is never added to the ticket.

David Kirk
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From davidb at srihosting.com  Fri Jun 11 14:39:27 2010
From: davidb at srihosting.com (David Beuving)
Date: Fri, 11 Jun 2010 11:39:27 -0700
Subject: [rt-users] RT Correspondence To Address
Message-ID: <4C1282DF.90802@srihosting.com>

I would like to know if there is a way to make the To and CC be used 
rather than Bcc. Spam filters don't like emails with out "To:".

I do see that there is a work around to include a default To address but 
this seems like a bad solution. I would much rather just have the people 
included in the email have their address in the To field.

Thanks,
David


From mmcgrath at carthage.edu  Fri Jun 11 15:13:31 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 11 Jun 2010 14:13:31 -0500
Subject: [rt-users] E-mail reminders to owners of tickets
In-Reply-To: <4C11385D.2010709@cclsd.org>
References: <AANLkTilaawC8UTduAB0M_pSCIC8oKH41qeDtvYc-A4L_@mail.gmail.com> 
	<4C11385D.2010709@cclsd.org>
Message-ID: <AANLkTils5dXxVsmVHHIZ89mwb7Z8CnHZzYBW-UJANr6U@mail.gmail.com>

It looks as though I've gotten the rt-remind script to work.  In case other
people come across this, this is what I've done.

First, I put the script in /rthomedirectroy/lib/RT/ (for me this was
/opt/rt3/lib/RT/).

I also ran it with the -A option (i.e., ./opt/rt3/lib/RT/rt-remind -A).

Now, I'm not sure both of those are necessary, but upon doing both of those,
it worked!  Users now get one e-mail per queue in which they own tickets!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Jun 10, 2010 at 2:09 PM, spark at cclsd.org <spark at cclsd.org> wrote:

> Hi Max,
> I use a daily dashboard subscription that is emailed to me each morning,
> apprising me of all open tickets according to the search criteria set in the
> dashboard. Works pretty well
>
> hope this helps
>
> Sean
>
>
> On 6/10/2010 11:48 AM, Max McGrath wrote:
>
>> Hi all -
>>
>> Running RT 3.8.8 on Ubuntu 9.10.
>>
>> We are looking to send daily reminders to owners of tickets.  I have
>> found the rt-remind script (at
>> http://www.cs.kent.ac.uk/people/staff/tdb/rt3/).  Is this my best bet?
>>  I'm not concerned with escalating priority of tickets, so I don't know
>> if this is the right thing to use or not?
>>
>> I guess the best case scenario would be if I have 10 tickets that I own,
>> each night I would get a single e-mail with information regarding all 10
>> of my open tickets.  If that is not possible, it would be acceptable to
>> get 1 e-mail for every ticket I own -- so in this case, I would get 10
>> individual e-mails.
>>
>> I have also found this thread about rt-remind
>> (
>> http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582
>> )
>> -- but it is from 2004 and not sure if this is still the best option.
>>
>> I've put the script into my cron.daily and it doesn't seem to do
>> anything.  Is there any configuration that needs to be done?
>>
>> Am I on the right track with this script?  Or is there any easier way?
>>
>> Thanks!
>>
>> Max
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
>>
>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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 dan.shoop at usts.com  Fri Jun 11 16:02:30 2010
From: dan.shoop at usts.com (Dan Shoop)
Date: Fri, 11 Jun 2010 16:02:30 -0400
Subject: [rt-users] Create Ticket URL
Message-ID: <B669B498-E5A9-43F5-8C81-4D3BA5A66C7C@usts.com>

If I issues a URL like 

http://oe.healthnet.com/rt/Ticket/Create.html?Queue=13&Subject=xyzzy&Status=open

it properly opens a create ticket page with the values for Subject and Status appropriately populated. 

If I wanted to populate a custom field, what would be the similar syntax for the URL? I'm thinking something like 

http://oe.healthnet.com/rt/Ticket/Create.html?Queue=13&Subject=xyzzy&Status=open&CF.Region=AZ

but that doesn't populate the custom field "Region" with the value AZ.

Does anyone have an idea how this might be specified? Is it possible?

-d

------------------------------------------------------------------------
Dan Shoop
Computer Scientist
U.S. Technical Services

dan.shoop at usts.com
GoogleVoice ............... 1-646-402-5293 *
Nextel .................... 1-714-363-1174
Operations TOC (24/7) ..... 1-866-901-USTS
USTS Offices .............. 1-714-374-6300

For immediate response or urgent matters please speak to the Duty Officer at the USTS Tactical Operations Center (above)



From shannon_adams68 at yahoo.com  Sat Jun 12 11:12:53 2010
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Sat, 12 Jun 2010 08:12:53 -0700 (PDT)
Subject: [rt-users] Apache issues when when upgrading 3.8.6 -> 3.8.8
Message-ID: <665961.88048.qm@web110807.mail.gq1.yahoo.com>

I was able to get past the issue below - ./configure showed I was missing the group rt3.  Not sure why this never came up in previous installations and upgrades.

Now, I followed the README and UPGRADING dox step-by-step and the upgrade from 3.8.6 to 3.8.8 appears to go without a hitch.  However, now it appears as if I have an Apache config problem after the upgrade.  When I try to browse to the RT URL or IP, a popup appears: "When choosing to open <blank lines> which is a : httpd/unix-directory from: httpd://rt.companyname.com

What should Firefox do with this file?  "Open" With or "Save" are the options.

I didn't change anything in my Apache config.  It is the same as it has been the last few upgrades.

/etc/httpd/conf.d/perl.conf

<VirtualHost *:80>
  ServerName itadmin.companyname.com
  ServerAlias rt.companyname.com
  DocumentRoot /opt/rt3/share/html
  AddDefaultCharset UTF-8
  PerlRequire /opt/rt3/bin/webmux.pl
  <Directory /opt/rt3/share/html>
    Order allow,deny
    Allow from all
    SetHandler perl-script
    PerlResponseHandler RT::Mason
  </Directory>
</VirtualHost>



Any suggestions on how to resolve this?

Thanks.
Shannon


----- Original Message ----
From: Shannon Adams <shannon_adams68 at yahoo.com>
To: rt-users at lists.bestpractical.com
Sent: Fri, June 4, 2010 11:08:56 PM
Subject: Error when upgrading 3.8.6 -> 3.8.8

Running CentOS 5.5 - fully patched.  Trying to upgrade from 3.8.6 to 3.8.8.

# make upgrade
.
.
.
.
All dependencies have been found.
/opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc
make: /opt/local/bin/ginstall: Command not found
make: *** [config-install] Error 127
#

I can't find anything in the README or UPGRADING doc that would indicate why I am getting this.  Thanks for any help.


      


From payam at rasana.net  Sat Jun 12 12:37:20 2010
From: payam at rasana.net (Payam Poursaied)
Date: Sat, 12 Jun 2010 21:07:20 +0430
Subject: [rt-users] outgoing html emails break
Message-ID: <044b01cb0a4d$8aa77160$9ff65420$@net>

Hi all

My Correspondence template is as below:

 

RT-Attach-Message: yes

Content-Type: text/html

 

{$Transaction->Content()}

 

 

And I have "On Correspond Notify Requestors and Ccs" Scrip

 

When the queue receives HTML email without any attachments, the Requestor
receives HTML correspondence as well. But if there was an attachment in the
reply, to Requestor would receive plain/text message (not HTML format)

 

Any idea?

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From GBaxter at blackpoolsixth.ac.uk  Sun Jun 13 09:45:05 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Sun, 13 Jun 2010 14:45:05 +0100
Subject: [rt-users] Can't locate object error
In-Reply-To: <20100611163443.GI595@jibsheet.com>
References: <fc.00758246020c36cd00758246020c36cd.20c371d@blackpoolsixth.ac.uk>
	<20100611163443.GI595@jibsheet.com>
Message-ID: <fc.00758246020c43a500758246020c36cd.20c43a9@blackpoolsixth.ac.uk>

rt-users at lists.bestpractical.com writes:


>On Fri, Jun 11, 2010 at 04:18:36PM +0100, Guy Baxter wrote:
>
> Hi, 
>
> 
>
> I have an install of RT 3.8.8 on Fedora 12 I have had a few
>issues, so far
>
> resolved - until this one:
>
> 
>
> When replying to, or resolving a ticket, there is a bit of a
>delay and
>
> then the following error:
>
> 
>
> Can't locate object method "host" via package
>"URI::_generic" at
>
> /opt/rt3/bin/../lib/RT/Interface/Web.pm line 505.
>
> 
>
> I have no idea how to resolve this - it seems to be webserver
>based, as
>
> the email message from the reply, resolve or comment goes
>through fine.
>

>
Most likely you have configured an invalid WebBaseURL or WebURL
>

>
-kevin
>

I think I configured WebBaseURL to just '/' as i want RT to be accessible
at rt.mydomain/index.html as it runs on its own server. I'll check
tommorrow - is this not the correct thing to do?


This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.  Emails are not secure and cannot be guaranteed to be free of errors or viruses.  It is your responsibility to scan emails and attachments for viruses before opening them.

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From mouad.barih at gmail.com  Sun Jun 13 11:03:24 2010
From: mouad.barih at gmail.com (=?ISO-8859-1?Q?Mou=E2d_BARIH?=)
Date: Sun, 13 Jun 2010 15:03:24 +0000
Subject: [rt-users] action :notify owner don't work
Message-ID: <AANLkTim08-Z23BYUOb2uTkoxX-_T2Oito2PUsCwPudys@mail.gmail.com>

hi
i use RT 3.8.4 on fedora 12


i have a problem with the notify owner action,

when i use it the owner  don't receive any e-mail, but when i use notify
requestors they receive my e-mail.


Can any one help me please!

thank you
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From kfcrocker at lbl.gov  Sun Jun 13 12:15:39 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Sun, 13 Jun 2010 09:15:39 -0700
Subject: [rt-users] action :notify owner don't work
In-Reply-To: <AANLkTim08-Z23BYUOb2uTkoxX-_T2Oito2PUsCwPudys@mail.gmail.com>
References: <AANLkTim08-Z23BYUOb2uTkoxX-_T2Oito2PUsCwPudys@mail.gmail.com>
Message-ID: <AANLkTimGEMDgOwHoPM5sYCWv70GFukW42g4fpkPrznUV@mail.gmail.com>

Mouad,

If YOU were the owner, then that is the correct result. RT does notNORMALLY
send an email to the initiator of a transaction for the obvious reason that
it would be redundant. Historically, the transaction is still in history. o
sending yourself an email would not be necessary. However, if you still want
the initator of a transaction to get an email for whatever work they do, you
will need to change your RT_SiteConfig.pm  file to:

*Set($NotifyActor, 0);*


Hope this helps.


Kenn

LBNL
**

On Sun, Jun 13, 2010 at 8:03 AM, Mou?d BARIH <mouad.barih at gmail.com> wrote:

> hi
> i use RT 3.8.4 on fedora 12
>
>
> i have a problem with the notify owner action,
>
> when i use it the owner  don't receive any e-mail, but when i use notify
> requestors they receive my e-mail.
>
>
> Can any one help me please!
>
> thank you
>
>
> 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 mmcgrath at carthage.edu  Mon Jun 14 10:57:49 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 14 Jun 2010 09:57:49 -0500
Subject: [rt-users] Monitor who has logged in
Message-ID: <AANLkTilag6JXcmNuk1oKIJXNkgsXXTS7TtFSnLDVM5le@mail.gmail.com>

Hi all -

We have students that work our help desk and the manager of the desk would
like to be able to make sure that students are logging in during their
shifts.  Is it possible to see who has logged into RT and when they, and
from what IP?  I thought I had come across a log that had this info, but I
can't seem to find it anymore, maybe it doesn't exist and I'm making it up.

Thanks!

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mmcgrath at carthage.edu  Mon Jun 14 11:03:31 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 14 Jun 2010 10:03:31 -0500
Subject: [rt-users] Monitor who has logged in
In-Reply-To: <AANLkTilag6JXcmNuk1oKIJXNkgsXXTS7TtFSnLDVM5le@mail.gmail.com>
References: <AANLkTilag6JXcmNuk1oKIJXNkgsXXTS7TtFSnLDVM5le@mail.gmail.com>
Message-ID: <AANLkTimPQvc25b0jWRZTrekalEN1wJu3MnlZIz-35f99@mail.gmail.com>

Okay -

I found /var/log/user.log.  Is that my best bet?  Or is there something
simpler for a non-techie to look at?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Mon, Jun 14, 2010 at 9:57 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hi all -
>
> We have students that work our help desk and the manager of the desk would
> like to be able to make sure that students are logging in during their
> shifts.  Is it possible to see who has logged into RT and when they, and
> from what IP?  I thought I had come across a log that had this info, but I
> can't seem to find it anymore, maybe it doesn't exist and I'm making it up.
>
> Thanks!
>
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
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From juann.dlc at gmail.com  Mon Jun 14 11:15:07 2010
From: juann.dlc at gmail.com (Juan N. DLC)
Date: Mon, 14 Jun 2010 11:15:07 -0400
Subject: [rt-users] Monitor who has logged in
In-Reply-To: <AANLkTilag6JXcmNuk1oKIJXNkgsXXTS7TtFSnLDVM5le@mail.gmail.com>
References: <AANLkTilag6JXcmNuk1oKIJXNkgsXXTS7TtFSnLDVM5le@mail.gmail.com>
Message-ID: <AANLkTilPLE3IMa4nTvTLFtqOuX2Z3mm2vN07txSjTSYR@mail.gmail.com>

I think you may look at your system log files. My RT is running in Ubuntu
and every login is writen in my syslog file.

On Mon, Jun 14, 2010 at 10:57 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hi all -
>
> We have students that work our help desk and the manager of the desk would
> like to be able to make sure that students are logging in during their
> shifts.  Is it possible to see who has logged into RT and when they, and
> from what IP?  I thought I had come across a log that had this info, but I
> can't seem to find it anymore, maybe it doesn't exist and I'm making it up.
>
> Thanks!
>
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
> 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 jrummel at imapp.com  Mon Jun 14 11:23:05 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Mon, 14 Jun 2010 08:23:05 -0700 (PDT)
Subject: [rt-users]  Passing CF values to child
Message-ID: <28880950.post@talk.nabble.com>


All,

Would anyone be able to give me an idea of how to pass a custom field value
through to it's auto-created child ticket using a template?  Right now, my
template looks like this:

===Create-Ticket: jr-ticket-create
Subject: {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id()}
Owner: jrummel
Requestor: {$Tickets{'TOP'}->Creator}
InitialPriority: {$Tickets{'TOP'}->Priority}
Queue: Data Analysis
Content: This is a child ticket automatically created from ticket
#{$Tickets{'TOP'}->Id()}.
ENDOFCONTENT

What I want to do is pass the value that is selected in the "State" custom
field of the parent ticket through to the "State" custom field of the child
ticket so when the child is created, that value is already populated.  I'm
using RT 3.6.5 with MySQL.  Can anyone please help?

Thanks,
Jonathan
-- 
View this message in context: http://old.nabble.com/Passing-CF-values-to-child-tp28880950p28880950.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From steve.obrien at hdesd.org  Mon Jun 14 11:24:17 2010
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Mon, 14 Jun 2010 08:24:17 -0700
Subject: [rt-users] emailing into queues
In-Reply-To: <fc.00758246020c0ab000758246020c0ab0.20c0f15@blackpoolsixth.ac.uk>
References: <fc.00758246020c0ab000758246020c0ab0.20c0f15@blackpoolsixth.ac.uk>
Message-ID: <B552F1CEF7EAA349B399923F668DBAFA96CDA2394A@exch01.hdesd.org>

> 
> Could anyone help please?
> 
> Thanks,
> 
> Guy.

What is the output of tailf /var/log/maillog during the time when the email is sent?

What is your aliases file?

S


From elacour at easter-eggs.com  Mon Jun 14 11:30:03 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 14 Jun 2010 17:30:03 +0200
Subject: [rt-users] Passing CF values to child
In-Reply-To: <28880950.post@talk.nabble.com>
References: <28880950.post@talk.nabble.com>
Message-ID: <20100614153003.GN3154@easter-eggs.com>

On Mon, Jun 14, 2010 at 08:23:05AM -0700, Jonathan Rummel wrote:
> 
> All,
> 
> Would anyone be able to give me an idea of how to pass a custom field value
> through to it's auto-created child ticket using a template?  Right now, my
> template looks like this:
> 
> What I want to do is pass the value that is selected in the "State" custom
> field of the parent ticket through to the "State" custom field of the child
> ticket so when the child is created, that value is already populated.  I'm
> using RT 3.6.5 with MySQL.  Can anyone please help?
> 

you can get current value with
{$Tickets{'TOP'}->FirstCustomFieldValue('State')}


and so add to your template:

CF-State: {$Tickets{'TOP'}->FirstCustomFieldValue('State')}


... I think



From steve.obrien at hdesd.org  Mon Jun 14 11:35:04 2010
From: steve.obrien at hdesd.org (Steve O'Brien)
Date: Mon, 14 Jun 2010 08:35:04 -0700
Subject: [rt-users] Summary: winmail.dat attachments only on ticket Replies
Message-ID: <B552F1CEF7EAA349B399923F668DBAFA96CDA23954@exch01.hdesd.org>

I didn't see it come through so I am going to email it out again in case it might help someone else...

This was my original problem:
I am trying to figure out how to get RT-mailgate to parse winamil.dat files that are attached to ticket replies.

1.)    If a user opens a ticket with an attachment - no problem

2.)    If a user creates a new email using the subject line included in the original ticket with an attachment - no problem

3.)    If a user click on reply to the ticket and adds an attachment then I get winmail.dat attachment - problem
Solution:

rt: "|/usr/bin/tnef|/usr/bin/tnef|/etc/smrsh/rt-mailgate --queue 'Rt' --action correspond --url http://rt.domain.com/"

Basically just run it through tnef parser twice to get through all the headers so that it would parse the replies, not very elegant but it works...


Steve
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From falcone at bestpractical.com  Mon Jun 14 12:35:06 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 14 Jun 2010 12:35:06 -0400
Subject: [rt-users] Passing CF values to child
In-Reply-To: <28880950.post@talk.nabble.com>
References: <28880950.post@talk.nabble.com>
Message-ID: <20100614163506.GJ595@jibsheet.com>

On Mon, Jun 14, 2010 at 08:23:05AM -0700, Jonathan Rummel wrote:
> 
> All,
> 
> Would anyone be able to give me an idea of how to pass a custom field value
> through to it's auto-created child ticket using a template?  Right now, my
> template looks like this:
> 
> ===Create-Ticket: jr-ticket-create
> Subject: {$Tickets{'TOP'}->Subject}
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Owner: jrummel
> Requestor: {$Tickets{'TOP'}->Creator}
> InitialPriority: {$Tickets{'TOP'}->Priority}
> Queue: Data Analysis
> Content: This is a child ticket automatically created from ticket
> #{$Tickets{'TOP'}->Id()}.
> ENDOFCONTENT
> 
> What I want to do is pass the value that is selected in the "State" custom
> field of the parent ticket through to the "State" custom field of the child
> ticket so when the child is created, that value is already populated.  I'm
> using RT 3.6.5 with MySQL.  Can anyone please help?

Jonathan

Please read `perldoc /opt/rt3/lib/RT/Action/CreateTickets.pm`
which addresses this question, as well as listing all the other valid
options for that template

-kevin
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From falcone at bestpractical.com  Mon Jun 14 12:36:12 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 14 Jun 2010 12:36:12 -0400
Subject: [rt-users] Can't locate object error
In-Reply-To: <fc.00758246020c43a500758246020c36cd.20c43a9@blackpoolsixth.ac.uk>
References: <fc.00758246020c36cd00758246020c36cd.20c371d@blackpoolsixth.ac.uk>
	<20100611163443.GI595@jibsheet.com>
	<fc.00758246020c43a500758246020c36cd.20c43a9@blackpoolsixth.ac.uk>
Message-ID: <20100614163612.GK595@jibsheet.com>

On Sun, Jun 13, 2010 at 02:45:05PM +0100, Guy Baxter wrote:
> rt-users at lists.bestpractical.com writes:
> > >
> > > Can't locate object method "host" via package
> > >"URI::_generic" at
> > >
> > > /opt/rt3/bin/../lib/RT/Interface/Web.pm line 505.
> > >
> > 
> > Most likely you have configured an invalid WebBaseURL or WebURL
> 
> I think I configured WebBaseURL to just '/' as i want RT to be accessible
> at rt.mydomain/index.html as it runs on its own server. I'll check
> tommorrow - is this not the correct thing to do?

You're confusing your configuration variables.
You can read more about the various Web config vars in the
documentation in RT_Config.pm

-kevin
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From falcone at bestpractical.com  Mon Jun 14 12:39:47 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 14 Jun 2010 12:39:47 -0400
Subject: [rt-users] outgoing html emails break
In-Reply-To: <044b01cb0a4d$8aa77160$9ff65420$@net>
References: <044b01cb0a4d$8aa77160$9ff65420$@net>
Message-ID: <20100614163947.GL595@jibsheet.com>

On Sat, Jun 12, 2010 at 09:07:20PM +0430, Payam Poursaied wrote:
>    Hi all
> 
>    My Correspondence template is as below:
> 
> 
> 
>    RT-Attach-Message: yes
> 
>    Content-Type: text/html
> 
> 
> 
>    {$Transaction->Content()}
> 
> 
> 
> 
> 
>    And I have "On Correspond Notify Requestors and Ccs" Scrip
> 
> 
> 
>    When the queue receives HTML email without any attachments, the Requestor receives HTML
>    correspondence as well. But if there was an attachment in the reply, to Requestor would
>    receive plain/text message (not HTML format)

First, make sure that you don't have spaces between RT-Attach-Message
and Content-Type (I'll hope that was just your mail client behaving
badly).  Secondly, you probably want 
$Transaction->Content(Type => 'text/html')
in that template.  Unfortunately, without tests to reproduce failures,
logs or examples of failing emails, it is kind of hard to comment on
what else might be going on.

-kevin
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From kfcrocker at lbl.gov  Mon Jun 14 14:01:16 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 14 Jun 2010 11:01:16 -0700
Subject: [rt-users] problem with CommandByMail updating full text to Custom
	Field
Message-ID: <AANLkTimvnPsLQ-sfoipl2rP8e_dz3C3V7PMtApuc5wTS@mail.gmail.com>

To List & Kevin,

Well, we successfully installed 3.8.7 over the weekend in VM. It runs fast
and I've gotten several kudo's on the look and feel.

I am, however, getting some complaints about COmmandByMail not taking the
full text when creating/updating a Ticket Custom Field defined as "Fill in
one wikitext area". The text stops at 60 characters. I tried re-defining it
as "Fill in one text area", still no joy.

Also, when someone uses the command *Content:* we get an error message and
the ticket fails.

Has anyone else had a problem with this?

Kevin, any ideas?

Thanks.

Kenn
LBNL
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From crazydog115 at gmail.com  Mon Jun 14 17:54:14 2010
From: crazydog115 at gmail.com (Jonah Hirsch)
Date: Mon, 14 Jun 2010 14:54:14 -0700
Subject: [rt-users] Apache REMOTE_USER auth + AutoCreateFromExternalUserInfo
Message-ID: <AANLkTintTbll_UjInvh0PWWvhvrcR4J3PoRheciijL3G@mail.gmail.com>

I'm using a single signon service to authenticate through RT with Apache
setting the REMOTE_USER var, using webexternalauth.

I'm also trying to create a user with ldap information
using AutoCreateFromExternalUserInfo.
I'm having two issues with it:
1) It doesn't seem to require authentication against the LDAP server, which
seems strange to me. Our LDAP server DOES require some kind of
authentication to be able to be accessed. Why
doesn't AutoCreateFromExternalUserInfo ask for authentication info?
2) Albeit #1, when the script tires to run, I get these messages:

>  [Mon Jun 14 21:45:18 2010] [critical]: LookupExternalUserInfo: Could not
>> search for  uid=jwh83:  32
>>  (/opt/rt3/bin/../lib/RT/CurrentUser_Local.pm:226)
>
> [Mon Jun 14 21:45:18 2010] [warning]: Use of uninitialized value $_[4] in
>> join or string at /usr/local/share/perl/5.10.0/Log/Dispatch.pm line 21,
>> <DATA> line 522. (/opt/rt3/bin/../lib/RT/CurrentUser_Local.pm:58)
>
>  [Mon Jun 14 21:45:18 2010] [warning]: Use of uninitialized value $_[6] in
>> join or string at /usr/local/share/perl/5.10.0/Log/Dispatch.pm line 21,
>> <DATA> line 522. (/opt/rt3/bin/../lib/RT/CurrentUser_Local.pm:58)
>
>  [Mon Jun 14 21:45:18 2010] [info]: CreateFromExternalUserInfo: failed to
>> find user with args:  uid jwh83
>>  (/opt/rt3/bin/../lib/RT/CurrentUser_Local.pm:60)
>
>
>
jwh83 is the uid I'm looking for, and I can search for it just fine using
ldapsearch in Ubuntu *with authentication. *If I had to guess, I'd guess
that because I'm not passing any credentials with
AutoCreateFromExternalUserInfo.

Any suggestions?

Jonah Hirsch
-----------------------
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From azher at hep.caltech.edu  Mon Jun 14 21:40:20 2010
From: azher at hep.caltech.edu (Azher Mughal)
Date: Mon, 14 Jun 2010 18:40:20 -0700
Subject: [rt-users] Rt 3.8.7 ... main page is blank
Message-ID: <4C16DA04.6030001@hep.caltech.edu>

Hi,

I am using RT 3.8.7 on Centos 5.5. Suddenly it has started showing blank 
white html page. Nothing appears in the apache error log. While access 
log shows a client is connected.

I think some perl package has broken it. From where i can start 
debugging ? Here is my apache config:

<VirtualHost *:443>
...
        DocumentRoot /opt/rt3/share/html

        PerlModule Apache2::RequestRec Apache2::compat
        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl

        RewriteEngine on

        Alias / "/opt/rt3/share/html"

        RewriteRule ^/$ /
        RewriteRule ^/(.*)$ /opt/rt3/share/html/$1
        RewriteCond %{REQUEST_FILENAME} -d
        RewriteRule ^(/opt/rt3/share/html.*)/$ $1/index.html

        <Location />
          SetHandler perl-script
          PerlHandler RT::Mason
        </Location>

        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        PerlRequire /opt/rt3/bin/webmux.pl

        <Directory /opt/rt3/share/html>
          SetHandler perl-script
          PerlHandler RT::Mason
          #PerlResponseHandler RT::Mason
        </Directory>

        # Only for rt-mailgate to submit mail replies without any auth
        <LocationMatch "/NoAuth">
            Satisfy Any
            Allow from all
        </LocationMatch>

        <Directory /opt/rt3/share/html/NoAuth/images>
          SetHandler default-handler
        </Directory>

        ErrorLog /var/log/httpd/rt-error.log
        CustomLog /var/log/httpd/rt-access.log combined

</VirtualHost>

Thanks
-Azher


-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.



From tonyjohn at hcl.in  Tue Jun 15 01:17:27 2010
From: tonyjohn at hcl.in (Tony John  - ERS, HCL Tech)
Date: Tue, 15 Jun 2010 10:47:27 +0530
Subject: [rt-users] User login logout details
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn>
References: <B863B1878CB80042A5BE1290B8FD6BB1E5B79E98@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN><A484C41ED64DD344B05F95481D90681A1A3D7C28D3@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<B863B1878CB80042A5BE1290B8FD6BB1E5B7A7FB@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
	<16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn>
Message-ID: <188DB84D8B33F241ABAC8ECE3B5F998E20563F4551@CHN-HCLT-EVS08.HCLT.CORP.HCL.IN>


Hi,

I'm trying to find the login details of the users, ie the time user logged in and out of the RT.Is there any way other than checking the log files.Any help on this?

Thanks,
Tony John

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From robert.grasso+nv at cedrat.com  Tue Jun 15 06:25:11 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Tue, 15 Jun 2010 12:25:11 +0200
Subject: [rt-users] Rt 3.8.7 ... main page is blank
In-Reply-To: <4C16DA04.6030001@hep.caltech.edu>
References: <4C16DA04.6030001@hep.caltech.edu>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>

Hello,

If you suspect a perl package issue, you may monitor the "make testdeps" output ? And fix the flaws if you see any ?

Regards

---
Robert GRASSO ? System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.grasso at cedrat.com - http://www.cedrat.com  

> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part 
> de Azher Mughal
> Envoy? : 15 juin 2010 03:40
> ? : RT-Users at lists.bestpractical.com
> Objet : [rt-users] Rt 3.8.7 ... main page is blank
> 
> Hi,
> 
> I am using RT 3.8.7 on Centos 5.5. Suddenly it has started 
> showing blank 
> white html page. Nothing appears in the apache error log. 
> While access 
> log shows a client is connected.
> 
> I think some perl package has broken it. From where i can start 
> debugging ? Here is my apache config:
> 
> <VirtualHost *:443>
> ...
>         DocumentRoot /opt/rt3/share/html
> 
>         PerlModule Apache2::RequestRec Apache2::compat
>         PerlModule Apache::DBI
>         PerlRequire /opt/rt3/bin/webmux.pl
> 
>         RewriteEngine on
> 
>         Alias / "/opt/rt3/share/html"
> 
>         RewriteRule ^/$ /
>         RewriteRule ^/(.*)$ /opt/rt3/share/html/$1
>         RewriteCond %{REQUEST_FILENAME} -d
>         RewriteRule ^(/opt/rt3/share/html.*)/$ $1/index.html
> 
>         <Location />
>           SetHandler perl-script
>           PerlHandler RT::Mason
>         </Location>
> 
>         DocumentRoot /opt/rt3/share/html
>         AddDefaultCharset UTF-8
>         PerlRequire /opt/rt3/bin/webmux.pl
> 
>         <Directory /opt/rt3/share/html>
>           SetHandler perl-script
>           PerlHandler RT::Mason
>           #PerlResponseHandler RT::Mason
>         </Directory>
> 
>         # Only for rt-mailgate to submit mail replies without any auth
>         <LocationMatch "/NoAuth">
>             Satisfy Any
>             Allow from all
>         </LocationMatch>
> 
>         <Directory /opt/rt3/share/html/NoAuth/images>
>           SetHandler default-handler
>         </Directory>
> 
>         ErrorLog /var/log/httpd/rt-error.log
>         CustomLog /var/log/httpd/rt-access.log combined
> 
> </VirtualHost>
> 
> Thanks
> -Azher
> 
> 
> -- 
> This message has been scanned for viruses and
> dangerous content by MailScanner, and is
> believed to be clean.
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 



From nordik24 at gmail.com  Tue Jun 15 08:12:15 2010
From: nordik24 at gmail.com (nordik24)
Date: Tue, 15 Jun 2010 05:12:15 -0700 (PDT)
Subject: [rt-users]  create ticket via email
Message-ID: <28888937.post@talk.nabble.com>


hi

im able to create a ticket by sending an email but i dont know how to fill
the other fields apart from "Subject". I have 4 custom fields that i want to
fill when i send the mail 

i use a php form to send the mails and i tried to put the custom field in
the header to see if it works by typing "CF.{<custom field name>}=<value>"
but nothing happens
 
i hope someone knows how to do it


-- 
View this message in context: http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From sunnavy at bestpractical.com  Tue Jun 15 09:57:08 2010
From: sunnavy at bestpractical.com (sunnavy)
Date: Tue, 15 Jun 2010 21:57:08 +0800
Subject: [rt-users] create ticket via email
In-Reply-To: <28888937.post@talk.nabble.com>
References: <28888937.post@talk.nabble.com>
Message-ID: <20100615135708.GD15383@suns-MacBook.local>

maybe you want to try RT::Extension::CommandByMail, you can find it on cpan

On 10-06-15 05:12, nordik24 wrote:
> 
> hi
> 
> im able to create a ticket by sending an email but i dont know how to fill
> the other fields apart from "Subject". I have 4 custom fields that i want to
> fill when i send the mail 
> 
> i use a php form to send the mails and i tried to put the custom field in
> the header to see if it works by typing "CF.{<custom field name>}=<value>"
> but nothing happens
>  
> i hope someone knows how to do it
> 
> 
> -- 
> View this message in context: http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From GBaxter at blackpoolsixth.ac.uk  Tue Jun 15 10:09:22 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Tue, 15 Jun 2010 15:09:22 +0100
Subject: [rt-users] AdminCC
Message-ID: <fc.00758246020cd47e00758246020cd47e.20cd565@blackpoolsixth.ac.uk>

Hi,

I have a new RT 3.8.8 install setup on Fedora 12.

All users seem to have the "Queues I'm an Admin CC For" on their RT at a
Glance screen, but this is not listed in their preferences, nor the user,
group or Global RT at a Glance preferences. Where else is this option set
please?

Thanks

Regards,

Guy


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From mMeyer at icfi.com  Tue Jun 15 11:24:34 2010
From: mMeyer at icfi.com (Meyer, Matthew)
Date: Tue, 15 Jun 2010 10:24:34 -0500
Subject: [rt-users] Blank Page Problem
Message-ID: <232220F2FB279B47B5E2830800A59FDF01392C2A@ntgexmb06.icf-hq.icfconsulting.com>

I'm seeing a problem similar to Azher's but on Red Hat Enterprise 5 with a customized version of 3.8.1.   Suddenly a blank page, no RT or Apache log entries indicating a problem.   I'm upgrading to 3.8.8, but let me know if anyone found something on the problem.
 
-- Matt
 
 
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From dominic.hargreaves at oucs.ox.ac.uk  Tue Jun 15 13:24:13 2010
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Tue, 15 Jun 2010 18:24:13 +0100
Subject: [rt-users] Storing messages containing invalid encodings
Message-ID: <20100615172413.GH3866@gunboat-diplomat.oucs.ox.ac.uk>

Hello,

We have found that messages from one particular sender are declared
as being in a UTF8 encoding, but contain byte sequences which are not
valid in UTF8; in particular '0xb2', '0xb3', '0xb9' - they appear to
relate to particularly brain-dead renderings of various quotation 
marks: <http://www.memoryhole.net/kyle/2007/08/superscriptone.html>
(although that page doesn't cover the extra breakage of inserting
those particular bytes into a UTF8 encoded document).

With PostgreSQL at least, the attachments are stored internally as
unicode characters, so PostgreSQL not unreasonably refuses to store such
an attachment. Of course, it's then impossible to create a ticket.

In an ideal world, the correspondent would receive the error message,
enquire further, be told why his/her message wasn't usable, and fix
his/her software.

In practice, this is unlikely to happen in this particular case and the
messages are considered of high value to the organisation.

So, what to do? I've thought of four possibilities:

One: validate all data received via RT and pass it out to a
heuristic routine which would substitute all invalid characters by some
number of U+FFFD characters before storing the message. This might be
controversial behaviour if the expectation is that RT stores what was
supplied to it.

An alternative approach would be to alter the database scheme to allow
for an attachment with unknown or invalid encoding; the binary data
would be stored unmodified, and the web interface would offer for
download the raw data for interpreting at the user's whim.

A third approach might involve filtering the incoming message outside of
RT; this might be the most practical way to achieve the behaviour we
desire, especially since it could be easily contained to individual queues.

Yet another acceptable workaround might be a much smaller modification
to notify the queue owners that a message failed to be stored, as well
as the correspondent.

Our logs indicate we've had 9 such occurrences (although some may relate
to a separate UTF8 related bug fixed in 3.8.8 which we've only just
installed) over 37,000 tickets so it's not a particularly common problem.

I would be interested to hear of anyone else encountering this issue,
and any work taken to improve the situation for the unfortunate
recipient of highly important garbage emails. When it comes down to both
user expectations, and the oft-quoted principal of being liberal in 
what one accepts, there is clearly some room for improvement here.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From ktm at rice.edu  Tue Jun 15 13:41:54 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 15 Jun 2010 12:41:54 -0500
Subject: [rt-users] Storing messages containing invalid encodings
In-Reply-To: <20100615172413.GH3866@gunboat-diplomat.oucs.ox.ac.uk>
References: <20100615172413.GH3866@gunboat-diplomat.oucs.ox.ac.uk>
Message-ID: <20100615174153.GJ23529@aart.is.rice.edu>

On Tue, Jun 15, 2010 at 06:24:13PM +0100, Dominic Hargreaves wrote:
> Hello,
> 
> We have found that messages from one particular sender are declared
> as being in a UTF8 encoding, but contain byte sequences which are not
> valid in UTF8; in particular '0xb2', '0xb3', '0xb9' - they appear to
> relate to particularly brain-dead renderings of various quotation 
> marks: <http://www.memoryhole.net/kyle/2007/08/superscriptone.html>
> (although that page doesn't cover the extra breakage of inserting
> those particular bytes into a UTF8 encoded document).
> 
> With PostgreSQL at least, the attachments are stored internally as
> unicode characters, so PostgreSQL not unreasonably refuses to store such
> an attachment. Of course, it's then impossible to create a ticket.
> 
> In an ideal world, the correspondent would receive the error message,
> enquire further, be told why his/her message wasn't usable, and fix
> his/her software.
> 
> In practice, this is unlikely to happen in this particular case and the
> messages are considered of high value to the organisation.
> 
> So, what to do? I've thought of four possibilities:
> 
> One: validate all data received via RT and pass it out to a
> heuristic routine which would substitute all invalid characters by some
> number of U+FFFD characters before storing the message. This might be
> controversial behaviour if the expectation is that RT stores what was
> supplied to it.
> 
> An alternative approach would be to alter the database scheme to allow
> for an attachment with unknown or invalid encoding; the binary data
> would be stored unmodified, and the web interface would offer for
> download the raw data for interpreting at the user's whim.
> 
> A third approach might involve filtering the incoming message outside of
> RT; this might be the most practical way to achieve the behaviour we
> desire, especially since it could be easily contained to individual queues.
> 
> Yet another acceptable workaround might be a much smaller modification
> to notify the queue owners that a message failed to be stored, as well
> as the correspondent.
> 
> Our logs indicate we've had 9 such occurrences (although some may relate
> to a separate UTF8 related bug fixed in 3.8.8 which we've only just
> installed) over 37,000 tickets so it's not a particularly common problem.
> 
> I would be interested to hear of anyone else encountering this issue,
> and any work taken to improve the situation for the unfortunate
> recipient of highly important garbage emails. When it comes down to both
> user expectations, and the oft-quoted principal of being liberal in 
> what one accepts, there is clearly some room for improvement here.
> 
> Cheers,
> Dominic.
> 
> -- 
> Dominic Hargreaves, Systems Development and Support Team
> Computing Services, University of Oxford


Hi Dominic,

I would chose any approach that keeps bad data out of the database,
in this case incorrect UTF-8. Is it possible to reroute bad attachments
to a separate storage for review by responsible parties, ideally before
you it reaches RT, maybe some sort of bad-data quarantine similar to
anti-spam quarantines. Maybe RT could automatically sanitize the data
if needed, using iconv and noting that in the ticket somehow.

Regards,
Ken


From jesse at bestpractical.com  Tue Jun 15 14:07:36 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Jun 2010 14:07:36 -0400
Subject: [rt-users] Storing messages containing invalid encodings
In-Reply-To: <20100615174153.GJ23529@aart.is.rice.edu>
References: <20100615172413.GH3866@gunboat-diplomat.oucs.ox.ac.uk>
	<20100615174153.GJ23529@aart.is.rice.edu>
Message-ID: <20100615180736.GX29991@bestpractical.com>



> I would chose any approach that keeps bad data out of the database,
> in this case incorrect UTF-8.

That's sort of a non-starter for me. On the open Internet, bad data is
a reality.  RT needs to be able to deal.  I suspect that "storing the
bad data base64 encoded" may be a plausible "solution".

-jesse


From 2600scott at gmail.com  Tue Jun 15 14:20:45 2010
From: 2600scott at gmail.com (scott 2600)
Date: Tue, 15 Jun 2010 14:20:45 -0400
Subject: [rt-users] Creating New User through API
Message-ID: <AANLkTikBa2UA2OicSdLSlGqc7NuzMHJVr1ZCc4cS5Rgo@mail.gmail.com>

Hello -

We run a call center for our local schools.  One thing we have done recently
is create a web based system for our interns that man the helpdesk so they
receive a  call with a problem, obtain the user's email address and are able
to pull up all kinds of information about their district (outages in
district, past tickets and open tickets for the user etc).

Everything works great, except if the user has never submitted a ticket in
RT.

What I had started with was creating  a new entry in the USERS table for
them.  I missed groupmembers and cachedgroupmembers - but I think I want to
abandon touching the db direct and using the API (I did the db direct for
expediency for our needs).

So I need help working with the RT::User API.   Maybe this is  just a Perl
101 lesson, but where do I find how to use the calls that are available in
there?   Is there a good spot that has some code examples on how to use that
?   I have the book RT Essentials and I see it exists, but haven't put
together how to use any of the f unctions (or what they are), and a Google
search didn't yield what I needed either.

I appreciate any and all suggestions.

Thank you

Scott
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From azher at hep.caltech.edu  Tue Jun 15 14:22:52 2010
From: azher at hep.caltech.edu (Azher Mughal)
Date: Tue, 15 Jun 2010 11:22:52 -0700
Subject: [rt-users] Rt 3.8.7 ... main page is blank
In-Reply-To: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>
References: <4C16DA04.6030001@hep.caltech.edu>
	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>
Message-ID: <4C17C4FC.7090608@hep.caltech.edu>

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From ktm at rice.edu  Tue Jun 15 14:25:28 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 15 Jun 2010 13:25:28 -0500
Subject: [rt-users] Storing messages containing invalid encodings
In-Reply-To: <20100615180736.GX29991@bestpractical.com>
References: <20100615172413.GH3866@gunboat-diplomat.oucs.ox.ac.uk>
	<20100615174153.GJ23529@aart.is.rice.edu>
	<20100615180736.GX29991@bestpractical.com>
Message-ID: <20100615182528.GK23529@aart.is.rice.edu>

On Tue, Jun 15, 2010 at 02:07:36PM -0400, Jesse Vincent wrote:
> 
> 
> > I would chose any approach that keeps bad data out of the database,
> > in this case incorrect UTF-8.
> 
> That's sort of a non-starter for me. On the open Internet, bad data is
> a reality.  RT needs to be able to deal.  I suspect that "storing the
> bad data base64 encoded" may be a plausible "solution".
> 
> -jesse
> 

I agree. But this does keep the bad data out by converting it to a
proper UTF-8, base64 encoded. Hopefully, this can be done in a way to
prevent forcing all of the good Internet citizens and RT users from
taking the CPU/IO performance hit for the small group of bad apps
and worse.

Regards,
Ken


From javoskam at uwaterloo.ca  Tue Jun 15 14:51:14 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 15 Jun 2010 14:51:14 -0400
Subject: [rt-users] Rt 3.8.7 ... main page is blank
In-Reply-To: <4C17C4FC.7090608@hep.caltech.edu>
References: <4C16DA04.6030001@hep.caltech.edu>	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>
	<4C17C4FC.7090608@hep.caltech.edu>
Message-ID: <4C17CBA2.4000001@uwaterloo.ca>

On 06/15/2010 02:22 PM, Azher Mughal wrote:
> Hi All,
>
> I tried the new version 3.8.8 and "make testdeps" was complaining 
> about GNUPG, but its installed and i tried removing and installing 
> again but no luck
>
> [root at mgmt rt-3.8.8]# rpm -aq | grep GnuPG
> perl-GnuPG-Interface-0.42-1.el5.rf
>
> Interestingly then i updated the CPAN, reloaded it and now "make 
> testdeps" has no GnuPG errors. However the current installation of 
> 3.8.7 is still giving white page.
>
> Is there a way to increase the DEBUG level of RT to see whats going on 
> in the logs ?
>
> I am now now trying to upgrade to 3.8.8.
>
> -Azher
Have you upgraded perl recently? Perhaps something like Scalar::Utils 
has been badly updated.

Jeff


From mwlucas at blackhelicopters.org  Tue Jun 15 15:05:56 2010
From: mwlucas at blackhelicopters.org (Michael W. Lucas)
Date: Tue, 15 Jun 2010 15:05:56 -0400
Subject: [rt-users] problem with trigger
Message-ID: <20100615190556.GA58659@bewilderbeast.blackhelicopters.org>

Hi,

I'm trying to write a trigger for a particular custom field, as
described at
http://wiki.bestpractical.com/view/OnCustomFieldValueChange, and
apparently I don't understand something.  I'd appreciate any
enlightenment anyone can offer, pointers to docs I should read, etc.

I have a CustomField called "Port Completion".  When this CustomField
is set to "Ported and Routed", I want the call assigned to myself.
This CustomField appears to be Field 15, given that the URL ends in
"Modify.html?id=15".

I've created a scrip for my test queue with the following settings:

Description: assign owner on port completion
Condition: user defined
Action: user defined
Template: Global template: Transaction
Stage: TransactionCreate

My custom condition is taken straight from the example.

unless (
 ( $self->TransactionObj->Type eq "CustomField"
   &&  $self->TransactionObj->Field == 15 )
 ||  $self->TransactionObj->Type eq "Create"
 ) {
   return 0;
}

return 0 unless $self->TicketObj->FirstCustomFieldValue('Port Completion') 
=~ /Ported and Routed/i;

1;

The Custom action preparation code is:

$self->TicketObj->SetOwner('Michael W Lucas');
return 1; 

There is no cleanup code.  This looks like it should be perfectly
straightforward.

Any suggestions, folks?  Is there any place I can trace what's
happening in the scrip, or what RT is doing when this is run?

Thanks,
==ml

-- 
Michael W. Lucas 	mwlucas at BlackHelicopters.org
http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/
New book:  Network Flow Analysis
pre-order now!  http://www.networkflowanalysis.com/


From mwlucas at blackhelicopters.org  Tue Jun 15 15:09:52 2010
From: mwlucas at blackhelicopters.org (Michael W. Lucas)
Date: Tue, 15 Jun 2010 15:09:52 -0400
Subject: [rt-users] problem with trigger
In-Reply-To: <20100615190556.GA58659@bewilderbeast.blackhelicopters.org>
References: <20100615190556.GA58659@bewilderbeast.blackhelicopters.org>
Message-ID: <20100615190952.GA58745@bewilderbeast.blackhelicopters.org>

Forgot to say, I'm running RT 3.8.6 on FreeBSD 8.

Thanks,
==ml

On Tue, Jun 15, 2010 at 03:05:56PM -0400, Michael W. Lucas wrote:
> Hi,
> 
> I'm trying to write a trigger for a particular custom field, as
> described at
> http://wiki.bestpractical.com/view/OnCustomFieldValueChange, and
> apparently I don't understand something.  I'd appreciate any
> enlightenment anyone can offer, pointers to docs I should read, etc.
> 
> I have a CustomField called "Port Completion".  When this CustomField
> is set to "Ported and Routed", I want the call assigned to myself.
> This CustomField appears to be Field 15, given that the URL ends in
> "Modify.html?id=15".
> 
> I've created a scrip for my test queue with the following settings:
> 
> Description: assign owner on port completion
> Condition: user defined
> Action: user defined
> Template: Global template: Transaction
> Stage: TransactionCreate
> 
> My custom condition is taken straight from the example.
> 
> unless (
>  ( $self->TransactionObj->Type eq "CustomField"
>    &&  $self->TransactionObj->Field == 15 )
>  ||  $self->TransactionObj->Type eq "Create"
>  ) {
>    return 0;
> }
> 
> return 0 unless $self->TicketObj->FirstCustomFieldValue('Port Completion') 
> =~ /Ported and Routed/i;
> 
> 1;
> 
> The Custom action preparation code is:
> 
> $self->TicketObj->SetOwner('Michael W Lucas');
> return 1; 
> 
> There is no cleanup code.  This looks like it should be perfectly
> straightforward.
> 
> Any suggestions, folks?  Is there any place I can trace what's
> happening in the scrip, or what RT is doing when this is run?
> 
> Thanks,
> ==ml
> 
> -- 
> Michael W. Lucas 	mwlucas at BlackHelicopters.org
> http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/
> New book:  Network Flow Analysis
> pre-order now!  http://www.networkflowanalysis.com/
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Michael W. Lucas 	mwlucas at BlackHelicopters.org
http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/
New book:  Network Flow Analysis
pre-order now!  http://www.networkflowanalysis.com/


From kfcrocker at lbl.gov  Tue Jun 15 15:35:19 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 15 Jun 2010 12:35:19 -0700
Subject: [rt-users] problem with trigger
In-Reply-To: <20100615190556.GA58659@bewilderbeast.blackhelicopters.org>
References: <20100615190556.GA58659@bewilderbeast.blackhelicopters.org>
Message-ID: <AANLkTikxuZlY3-zap8LLe7rpiUo5w9dap6vMs6u75bv-@mail.gmail.com>

Michael,

Try this:

Name: Set Owner on CF
Condition: User-Defined
Action: User-Defined
Template: Blank
Stage: TransactionBatch

Custom Condition:
#determine if correct CF & value changed

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => "Port Completion");
     return 0 unless $cf->id;
     if  ($trans->Field == $cf->id &&
          $trans->NewValue eq "Ported and Routed")
          {
           return 1;
          }
    }

return 0;

Custom Prep Code:
# set Ticket Owner ID

my $ticket = $self->TicketObj;
my $ownerid = my id

$ticket->SetOwner($ownerid);
return 1;

Custom Cleanup Code:

return 1;

Hope this helps

Kenn
LBNL

On Tue, Jun 15, 2010 at 12:05 PM, Michael W. Lucas <
mwlucas at blackhelicopters.org> wrote:

> Hi,
>
> I'm trying to write a trigger for a particular custom field, as
> described at
> http://wiki.bestpractical.com/view/OnCustomFieldValueChange, and
> apparently I don't understand something.  I'd appreciate any
> enlightenment anyone can offer, pointers to docs I should read, etc.
>
> I have a CustomField called "Port Completion".  When this CustomField
> is set to "Ported and Routed", I want the call assigned to myself.
> This CustomField appears to be Field 15, given that the URL ends in
> "Modify.html?id=15".
>
> I've created a scrip for my test queue with the following settings:
>
> Description: assign owner on port completion
> Condition: user defined
> Action: user defined
> Template: Global template: Transaction
> Stage: TransactionCreate
>
> My custom condition is taken straight from the example.
>
> unless (
>  ( $self->TransactionObj->Type eq "CustomField"
>   &&  $self->TransactionObj->Field == 15 )
>  ||  $self->TransactionObj->Type eq "Create"
>  ) {
>   return 0;
> }
>
> return 0 unless $self->TicketObj->FirstCustomFieldValue('Port Completion')
> =~ /Ported and Routed/i;
>
> 1;
>
> The Custom action preparation code is:
>
> $self->TicketObj->SetOwner('Michael W Lucas');
> return 1;
>
> There is no cleanup code.  This looks like it should be perfectly
> straightforward.
>
> Any suggestions, folks?  Is there any place I can trace what's
> happening in the scrip, or what RT is doing when this is run?
>
> Thanks,
> ==ml
>
> --
> Michael W. Lucas        mwlucas at BlackHelicopters.org
> http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/
> New book:  Network Flow Analysis
> pre-order now!  http://www.networkflowanalysis.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 mMeyer at icfi.com  Tue Jun 15 15:30:02 2010
From: mMeyer at icfi.com (Meyer, Matthew)
Date: Tue, 15 Jun 2010 14:30:02 -0500
Subject: [rt-users] Rt 3.8.7 ... main page is blank
References: <4C16DA04.6030001@hep.caltech.edu>	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>
	<4C17C4FC.7090608@hep.caltech.edu> <4C17CBA2.4000001@uwaterloo.ca>
Message-ID: <232220F2FB279B47B5E2830800A59FDF01392C2B@ntgexmb06.icf-hq.icfconsulting.com>

Bingo.  CPAN install of Scalar::Util helped tremendously.   I should have known by now.   It usually generates a specific error about that package though.
 
There were some recent perl updates.
 
-- Matt
 

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Jeff Voskamp
Sent: Tue 6/15/2010 2:51 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Rt 3.8.7 ... main page is blank



On 06/15/2010 02:22 PM, Azher Mughal wrote:
> Hi All,
>
> I tried the new version 3.8.8 and "make testdeps" was complaining
> about GNUPG, but its installed and i tried removing and installing
> again but no luck
>
> [root at mgmt rt-3.8.8]# rpm -aq | grep GnuPG
> perl-GnuPG-Interface-0.42-1.el5.rf
>
> Interestingly then i updated the CPAN, reloaded it and now "make
> testdeps" has no GnuPG errors. However the current installation of
> 3.8.7 is still giving white page.
>
> Is there a way to increase the DEBUG level of RT to see whats going on
> in the logs ?
>
> I am now now trying to upgrade to 3.8.8.
>
> -Azher
Have you upgraded perl recently? Perhaps something like Scalar::Utils
has been badly updated.

Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com <http://rtbook.bestpractical.com/> 



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From mwlucas at blackhelicopters.org  Tue Jun 15 15:54:45 2010
From: mwlucas at blackhelicopters.org (Michael W. Lucas)
Date: Tue, 15 Jun 2010 15:54:45 -0400
Subject: [rt-users] problem with trigger
In-Reply-To: <AANLkTikxuZlY3-zap8LLe7rpiUo5w9dap6vMs6u75bv-@mail.gmail.com>
References: <20100615190556.GA58659@bewilderbeast.blackhelicopters.org>
	<AANLkTikxuZlY3-zap8LLe7rpiUo5w9dap6vMs6u75bv-@mail.gmail.com>
Message-ID: <20100615195445.GA58935@bewilderbeast.blackhelicopters.org>


That does it, thank you very much!

For the archives: I had to replace "my id" in the prep code with
"mwlucas"; , including the quotes and the semicolon.

==ml

On Tue, Jun 15, 2010 at 12:35:19PM -0700, Kenneth Crocker wrote:
> Michael,
> 
> Try this:
> 
> Name: Set Owner on CF
> Condition: User-Defined
> Action: User-Defined
> Template: Blank
> Stage: TransactionBatch
> 
> Custom Condition:
> #determine if correct CF & value changed
> 
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> 
> if  ($trans->Type eq 'CustomField')
>     {my $cf = new RT::CustomField($RT::SystemUser);
>         $cf->LoadByName(Queue => $ticket->QueueObj->id,
>          Name => "Port Completion");
>      return 0 unless $cf->id;
>      if  ($trans->Field == $cf->id &&
>           $trans->NewValue eq "Ported and Routed")
>           {
>            return 1;
>           }
>     }
> 
> return 0;
> 
> Custom Prep Code:
> # set Ticket Owner ID
> 
> my $ticket = $self->TicketObj;
> my $ownerid = my id
> 
> $ticket->SetOwner($ownerid);
> return 1;
> 
> Custom Cleanup Code:
> 
> return 1;
> 
> Hope this helps
> 
> Kenn
> LBNL
> 
> On Tue, Jun 15, 2010 at 12:05 PM, Michael W. Lucas <
> mwlucas at blackhelicopters.org> wrote:
> 
> > Hi,
> >
> > I'm trying to write a trigger for a particular custom field, as
> > described at
> > http://wiki.bestpractical.com/view/OnCustomFieldValueChange, and
> > apparently I don't understand something.  I'd appreciate any
> > enlightenment anyone can offer, pointers to docs I should read, etc.
> >
> > I have a CustomField called "Port Completion".  When this CustomField
> > is set to "Ported and Routed", I want the call assigned to myself.
> > This CustomField appears to be Field 15, given that the URL ends in
> > "Modify.html?id=15".
> >
> > I've created a scrip for my test queue with the following settings:
> >
> > Description: assign owner on port completion
> > Condition: user defined
> > Action: user defined
> > Template: Global template: Transaction
> > Stage: TransactionCreate
> >
> > My custom condition is taken straight from the example.
> >
> > unless (
> >  ( $self->TransactionObj->Type eq "CustomField"
> >   &&  $self->TransactionObj->Field == 15 )
> >  ||  $self->TransactionObj->Type eq "Create"
> >  ) {
> >   return 0;
> > }
> >
> > return 0 unless $self->TicketObj->FirstCustomFieldValue('Port Completion')
> > =~ /Ported and Routed/i;
> >
> > 1;
> >
> > The Custom action preparation code is:
> >
> > $self->TicketObj->SetOwner('Michael W Lucas');
> > return 1;
> >
> > There is no cleanup code.  This looks like it should be perfectly
> > straightforward.
> >
> > Any suggestions, folks?  Is there any place I can trace what's
> > happening in the scrip, or what RT is doing when this is run?
> >
> > Thanks,
> > ==ml
> >
> > --
> > Michael W. Lucas        mwlucas at BlackHelicopters.org
> > http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/
> > New book:  Network Flow Analysis
> > pre-order now!  http://www.networkflowanalysis.com/
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Michael W. Lucas 	mwlucas at BlackHelicopters.org
http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/
New book:  Network Flow Analysis
pre-order now!  http://www.networkflowanalysis.com/


From vadud3 at gmail.com  Tue Jun 15 16:13:14 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 15 Jun 2010 16:13:14 -0400
Subject: [rt-users] E-mail reminders to owners of tickets
In-Reply-To: <4C11385D.2010709@cclsd.org>
References: <AANLkTilaawC8UTduAB0M_pSCIC8oKH41qeDtvYc-A4L_@mail.gmail.com> 
	<4C11385D.2010709@cclsd.org>
Message-ID: <AANLkTikVr2wquw9SgwRbbJB3gasc5c3Pe9bsPj-BEFHx@mail.gmail.com>

On Thu, Jun 10, 2010 at 3:09 PM, spark at cclsd.org <spark at cclsd.org> wrote:
> Hi Max,
> I use a daily dashboard subscription that is emailed to me each morning,
> apprising me of all open tickets according to the search criteria set in the
> dashboard. Works pretty well

I setup the same thing and I do not receive email. I am using RT 3.8.2. My email
works fine. I do not see any log in rt.log

Set($LogToFileNamed , "rt.log");    #log to rt.log

any idea how to debug this issue?


>
> hope this helps
>
> Sean
>
> On 6/10/2010 11:48 AM, Max McGrath wrote:
>>
>> Hi all -
>>
>> Running RT 3.8.8 on Ubuntu 9.10.
>>
>> We are looking to send daily reminders to owners of tickets. ?I have
>> found the rt-remind script (at
>> http://www.cs.kent.ac.uk/people/staff/tdb/rt3/). ?Is this my best bet?
>> ?I'm not concerned with escalating priority of tickets, so I don't know
>> if this is the right thing to use or not?
>>
>> I guess the best case scenario would be if I have 10 tickets that I own,
>> each night I would get a single e-mail with information regarding all 10
>> of my open tickets. ?If that is not possible, it would be acceptable to
>> get 1 e-mail for every ticket I own -- so in this case, I would get 10
>> individual e-mails.
>>
>> I have also found this thread about rt-remind
>>
>> (http://www.gossamer-threads.com/lists/rt/users/33582?search_string=send%20reminders%20to%20ticket%20owners;#33582)
>> -- but it is from 2004 and not sure if this is still the best option.
>>
>> I've put the script into my cron.daily and it doesn't seem to do
>> anything. ?Is there any configuration that needs to be done?
>>
>> Am I on the right track with this script? ?Or is there any easier way?
>>
>> Thanks!
>>
>> Max
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu <mailto:mmcgrath at carthage.edu>
>>
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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?


From azher at hep.caltech.edu  Tue Jun 15 16:38:55 2010
From: azher at hep.caltech.edu (Azher Mughal)
Date: Tue, 15 Jun 2010 13:38:55 -0700
Subject: [rt-users] Rt 3.8.7 ... main page is blank
In-Reply-To: <232220F2FB279B47B5E2830800A59FDF01392C2B@ntgexmb06.icf-hq.icfconsulting.com>
References: <4C16DA04.6030001@hep.caltech.edu>	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>	<4C17C4FC.7090608@hep.caltech.edu>
	<4C17CBA2.4000001@uwaterloo.ca>
	<232220F2FB279B47B5E2830800A59FDF01392C2B@ntgexmb06.icf-hq.icfconsulting.com>
Message-ID: <4C17E4DF.8060708@hep.caltech.edu>

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From slackamp at gmail.com  Tue Jun 15 17:28:11 2010
From: slackamp at gmail.com (slamp slamp)
Date: Tue, 15 Jun 2010 17:28:11 -0400
Subject: [rt-users] How do I exclude a global scrip for specific queues
Message-ID: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>

I have a global scrip

Condition: User defined
Action: Notify All

I have this in my custom condition:

return (($self->TransactionObj->Type eq "Correspond") &&
($self->TicketObj->QueueObj->Name ne "Q1"));
return (($self->TransactionObj->Type eq "Correspond") &&
($self->TicketObj->QueueObj->Name ne "Q2"));
return (($self->TransactionObj->Type eq "Correspond") &&
($self->TicketObj->QueueObj->Name ne "Q3"));

Scrip is not executed when the queue is Q1, however it is executed
when the queue is either Q2 or Q3. I think I need to somehow combine
the logic but i am not much of a perl guy.

Any help is appreciated.


From Jim.Tambling at datatote.co.uk  Tue Jun 15 17:29:57 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Tue, 15 Jun 2010 22:29:57 +0100
Subject: [rt-users] create ticket via email
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>

Hi,

I found that when using email to create a ticket, unless it is sent in
plain text the CF fields are not parsed correctly.

Hope this helps, Jim

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nordik24
Sent: 15 June 2010 13:12
To: rt-users at lists.bestpractical.com
Subject: [rt-users] create ticket via email



hi

im able to create a ticket by sending an email but i dont know how to
fill the other fields apart from "Subject". I have 4 custom fields that
i want to fill when i send the mail 

i use a php form to send the mails and i tried to put the custom field
in the header to see if it works by typing "CF.{<custom field
name>}=<value>" but nothing happens
 
i hope someone knows how to do it


-- 
View this message in context:
http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
a copy at http://rtbook.bestpractical.com


From slackamp at gmail.com  Tue Jun 15 17:31:32 2010
From: slackamp at gmail.com (slamp slamp)
Date: Tue, 15 Jun 2010 17:31:32 -0400
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
Message-ID: <AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>

On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp <slackamp at gmail.com> wrote:
> I have a global scrip
>
> Condition: User defined
> Action: Notify All
>
> I have this in my custom condition:
>
> return (($self->TransactionObj->Type eq "Correspond") &&
> ($self->TicketObj->QueueObj->Name ne "Q1"));
> return (($self->TransactionObj->Type eq "Correspond") &&
> ($self->TicketObj->QueueObj->Name ne "Q2"));
> return (($self->TransactionObj->Type eq "Correspond") &&
> ($self->TicketObj->QueueObj->Name ne "Q3"));
>
> Scrip is not executed when the queue is Q1, however it is executed
> when the queue is either Q2 or Q3. I think I need to somehow combine
> the logic but i am not much of a perl guy.
>
> Any help is appreciated.
>

Would something like this work?

return (($self->TransactionObj->Type eq "Correspond") &&
(($self->TicketObj->QueueObj->Name ne "Q1") ||
($self->TicketObj->QueueObj->Name ne "Q2") ||
($self->TicketObj->QueueObj->Name ne "Q3")));


From javoskam at uwaterloo.ca  Tue Jun 15 18:00:38 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 15 Jun 2010 18:00:38 -0400
Subject: [rt-users] Rt 3.8.7 ... main page is blank
In-Reply-To: <4C17E4DF.8060708@hep.caltech.edu>
References: <4C16DA04.6030001@hep.caltech.edu>	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>	<4C17C4FC.7090608@hep.caltech.edu>
	<4C17CBA2.4000001@uwaterloo.ca>
	<232220F2FB279B47B5E2830800A59FDF01392C2B@ntgexmb06.icf-hq.icfconsulting.com>
	<4C17E4DF.8060708@hep.caltech.edu>
Message-ID: <4C17F806.1000500@uwaterloo.ca>

On 06/15/2010 04:38 PM, Azher Mughal wrote:
> I have these versions installed:
>
> Scalar::Util                   1.23      1.23  
> G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz
> Scalar::Util::PP               1.23      1.23  
> G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz
>
> [root at mgmt rt-3.8.8]# cpan -O Scalar::Util
> Unknown option: O
> CPAN: Storable loaded ok
> Going to read /root/.cpan/Metadata
>   Database was generated on Tue, 15 Jun 2010 11:27:00 GMT
> Scalar::Util is up to date.
>
> I tried CPANPLUS to uninstall the module, but
>
> #perl -MCPANPLUS -e shell
>
> CPAN Terminal> u Scalar::Util --force --verbose
>
> [MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources
> [MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources
> [MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources
> Uninstalling 'Scalar::Util'
> [ERROR] Could not get 'files' for 'Scalar::Util':
>
> Error uninstalling 'Scalar::Util'
> Problem uninstalling one or more modules
> *** You can view the complete error buffer by pressing 'p'***
>
> Then i manually installed module from CPAN website, and its the same 
> version 1.23. However still the same problem.
>
> Scalar::Util                   1.23      1.23  
> G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz
> Scalar::Util::PP               1.23      1.23  
> G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz
>
> Any hints ?
>
> Thanks
> -Azher
The question isn't so much the version of Scalar::Utils as whether or 
not it was built with Weaken support. That should show up in the Apache 
logs as well.

Jeff
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From azher at hep.caltech.edu  Tue Jun 15 19:11:34 2010
From: azher at hep.caltech.edu (Azher Mughal)
Date: Tue, 15 Jun 2010 16:11:34 -0700
Subject: [rt-users] Rt 3.8.7 ... main page is blank
In-Reply-To: <4C17F806.1000500@uwaterloo.ca>
References: <4C16DA04.6030001@hep.caltech.edu>	<!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAADGEo2ynUlhEsOYFxEVsD0oBAAAAAA==@cedrat.com>	<4C17C4FC.7090608@hep.caltech.edu>
	<4C17CBA2.4000001@uwaterloo.ca>
	<232220F2FB279B47B5E2830800A59FDF01392C2B@ntgexmb06.icf-hq.icfconsulting.com>
	<4C17E4DF.8060708@hep.caltech.edu> <4C17F806.1000500@uwaterloo.ca>
Message-ID: <4C1808A6.70909@hep.caltech.edu>

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From ahardy at nxar.com  Tue Jun 15 19:40:34 2010
From: ahardy at nxar.com (Alyssa Hardy)
Date: Tue, 15 Jun 2010 16:40:34 -0700
Subject: [rt-users] Requestor's CCs not sent correspondence
Message-ID: <AANLkTimCCkudxcr8Q7s61gGcM1fcQAfSOBHvOgiZqaQC@mail.gmail.com>

Hi,

I'm using RT 3.8.7, which I've recently setup. I thought I'd tested this
before, but today it failed. The requestor sent in an email and CC'd two
other users on her email. When our support team replied, the reply was only
sent to the requestor. It failed to be sent to the two CCs that the
requestor added.

I took some scrips out, as I didn't want autreplies and such, but I don't
recall which ones I did remove. For scrips I've got:

1 On Correspond, Open Tickets with template Blank
2 On Owner Change Notify Owner
4 On Create Notify AdminCcs
5 On Correspond Notify AdminCcs with template Admin Correspondence
6 On Correspond Notify Requestors and Ccs with template Correspondence
7 On Correspond Notify Other Recipients with template Correspondence
8 On Comment Notify AdminCcs as Comment
9 On Comment Notify Other Recipients as Comment
11 On transaction, add any tags in the transaction's subject to the ticket's
subject

Any help or direction on where to dig would be greatly appreciated!
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From kfcrocker at lbl.gov  Tue Jun 15 20:50:12 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 15 Jun 2010 17:50:12 -0700
Subject: [rt-users] create ticket via email
In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>
Message-ID: <AANLkTikxOgawqrGq-o8E6cjnFCySZG4M6nRrcaqTrQjx@mail.gmail.com>

Jim,

You DO have CommandByMail installed, yes?

Kenn
LBNL

On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
<Jim.Tambling at datatote.co.uk>wrote:

> Hi,
>
> I found that when using email to create a ticket, unless it is sent in
> plain text the CF fields are not parsed correctly.
>
> Hope this helps, Jim
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nordik24
> Sent: 15 June 2010 13:12
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] create ticket via email
>
>
>
> hi
>
> im able to create a ticket by sending an email but i dont know how to
> fill the other fields apart from "Subject". I have 4 custom fields that
> i want to fill when i send the mail
>
> i use a php form to send the mails and i tried to put the custom field
> in the header to see if it works by typing "CF.{<custom field
> name>}=<value>" but nothing happens
>
> i hope someone knows how to do it
>
>
> --
> View this message in context:
> http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.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  Tue Jun 15 21:12:36 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 15 Jun 2010 18:12:36 -0700
Subject: [rt-users] Requestor's CCs not sent correspondence
In-Reply-To: <AANLkTimCCkudxcr8Q7s61gGcM1fcQAfSOBHvOgiZqaQC@mail.gmail.com>
References: <AANLkTimCCkudxcr8Q7s61gGcM1fcQAfSOBHvOgiZqaQC@mail.gmail.com>
Message-ID: <AANLkTim1vpS9bjq0xpUVA9TPBrTWsVYc56qzwvIOu_eb@mail.gmail.com>

Alyssa,

There are a few ways to do this:

1) Manually add any Cc's to the CC field when you are in the "Reply" screen.
If you do a lot of correspondence, this will rapidly become a pain in the
rump. This option also requires that you have a enabled scrip that notifies
"others", because that's what they are, *other* Cc's.

2) Manually add the email Cc's to the ticket as Ticket Cc's. They will not
be added as Queue Watcher Cc's automatically because that is an entirely
different type of role. This is also a pain in the rump, but only the first
time, after the ticket is created.

3) Turn on the RT config option that automatically adds any email Cc's to
the tickets as ticket Cc's.

4) If you do not want the automatic adding of ticket Cc's for your *entire
RT session*, then I have a couple perl scrips that will do this on a *Queue
basis* for "Create" and "Correspond".

Isn't it wonderful to have so many options?

Hope this helps.

Kenn
LBNL

On Tue, Jun 15, 2010 at 4:40 PM, Alyssa Hardy <ahardy at nxar.com> wrote:

> Hi,
>
> I'm using RT 3.8.7, which I've recently setup. I thought I'd tested this
> before, but today it failed. The requestor sent in an email and CC'd two
> other users on her email. When our support team replied, the reply was only
> sent to the requestor. It failed to be sent to the two CCs that the
> requestor added.
>
> I took some scrips out, as I didn't want autreplies and such, but I don't
> recall which ones I did remove. For scrips I've got:
>
> 1 On Correspond, Open Tickets with template Blank
> 2 On Owner Change Notify Owner
> 4 On Create Notify AdminCcs
> 5 On Correspond Notify AdminCcs with template Admin Correspondence
> 6 On Correspond Notify Requestors and Ccs with template Correspondence
> 7 On Correspond Notify Other Recipients with template Correspondence
> 8 On Comment Notify AdminCcs as Comment
> 9 On Comment Notify Other Recipients as Comment
> 11 On transaction, add any tags in the transaction's subject to the
> ticket's subject
>
> Any help or direction on where to dig would be greatly appreciated!
>
>
> 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 mmcgrath at carthage.edu  Tue Jun 15 21:45:22 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Tue, 15 Jun 2010 20:45:22 -0500
Subject: [rt-users] Original Quicksearch file
Message-ID: <AANLkTikb_e56R2CuRZGvvHqFcb4FGsW7gf2-jZ2t1bH-@mail.gmail.com>

Hi all -

Running RT 3.8.8 on Ubuntu 9.10.

I was attempting to get the *resolved *status to show up in the Quicksearch
box on the home page -- I had this working in 3.8.7 but it reverted back to
the default way with the upgrade to 3.8.8.

I, however, seemed to have screwed it up majorly and I now get the following
on my home page:

Error during compilation of /opt/rt3/local/html/Elements/Quicksearch: syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 54, near "[." syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 58, near "}]" syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 60, near "} }" syntax
error at /opt/rt3/local/html/Elements/Quicksearch line 64, near "}"

So, if someone could either help me get my Quicksearch working with the
resolved status or without the resolved status that'd be great!  I just want
it working again! :)

Here is my config of /opt/rt3/local/html/Quicksearch/Elements/Quicksearch:


<div class="ticket-overview">
<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
   titleright => loc("Edit"), titleright_href =>
RT->Config->Get('WebPath').'/Prefs/Quicksearch.html' &>
<& /Elements/QueueSummary,
   cache => 'quick_search_queues',
   queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists
$unwanted->{$_->Name} },
conditions => [. {cond => "Status = 'new'", name => loc ('new') },
{cond => "Status = 'open'", name => loc
('open') },
{cond => "Status = 'resolved'", name => loc
('resolved') }]
&>
</&>
</div>
<%INIT>
my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch',
{});

my @conditions = ();
foreach ( RT::Queue->ActiveStatusArray ) {
    push @conditions, { cond => "Status = '$_'", name => loc($_) };
}

I have also put the following in my RT_SiteConfig.pm:

Set(@ActiveStatus, qw(
        new open resolved));

Am I missing something?  Thanks!

Max
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From tonyjohn at hcl.in  Wed Jun 16 01:20:37 2010
From: tonyjohn at hcl.in (Tony John  - ERS, HCL Tech)
Date: Wed, 16 Jun 2010 10:50:37 +0530
Subject: [rt-users] User login logout details
References: <B863B1878CB80042A5BE1290B8FD6BB1E5B79E98@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN><A484C41ED64DD344B05F95481D90681A1A3D7C28D3@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<B863B1878CB80042A5BE1290B8FD6BB1E5B7A7FB@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
	<16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn> 
Message-ID: <188DB84D8B33F241ABAC8ECE3B5F998E20563F4DFF@CHN-HCLT-EVS08.HCLT.CORP.HCL.IN>

Hi ,

Any updates on this?

Regards,
Tony

-----Original Message-----
From: Tony John - ERS, HCL Tech 
Sent: Tuesday, June 15, 2010 10:47 AM
To: rt-users at lists.bestpractical.com
Subject: User login logout details


Hi,

I'm trying to find the login details of the users, ie the time user logged in and out of the RT.Is there any way other than checking the log files.Any help on this?

Thanks,
Tony John

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It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
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Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
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From elacour at easter-eggs.com  Wed Jun 16 01:51:08 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 16 Jun 2010 07:51:08 +0200
Subject: [rt-users] Creating New User through API
In-Reply-To: <AANLkTikBa2UA2OicSdLSlGqc7NuzMHJVr1ZCc4cS5Rgo@mail.gmail.com>
References: <AANLkTikBa2UA2OicSdLSlGqc7NuzMHJVr1ZCc4cS5Rgo@mail.gmail.com>
Message-ID: <20100616055107.GE3130@easter-eggs.com>

On Tue, Jun 15, 2010 at 02:20:45PM -0400, scott 2600 wrote:
> Hello -
> 
> We run a call center for our local schools.  One thing we have done recently
> is create a web based system for our interns that man the helpdesk so they
> receive a  call with a problem, obtain the user's email address and are able
> to pull up all kinds of information about their district (outages in
> district, past tickets and open tickets for the user etc).
> 
> Everything works great, except if the user has never submitted a ticket in
> RT.
> 
> What I had started with was creating  a new entry in the USERS table for
> them.  I missed groupmembers and cachedgroupmembers - but I think I want to
> abandon touching the db direct and using the API (I did the db direct for
> expediency for our needs).
> 
> So I need help working with the RT::User API.   Maybe this is  just a Perl
> 101 lesson, but where do I find how to use the calls that are available in
> there?   Is there a good spot that has some code examples on how to use that
> ?   I have the book RT Essentials and I see it exists, but haven't put
> together how to use any of the f unctions (or what they are), and a Google
> search didn't yield what I needed either.
> 
> I appreciate any and all suggestions.
> 

Short and incomplete explanation: every RT objects (User, Groups, Users,
Groups, Ticket, ...) are documented in corresponding file in
lib/RT/....pm, for example perldoc lib/RT/User_Overlay.pm.

But the easiest way to start understanding how it could be used is to
look at code used in mason templates, for example
share/html/Admin/Users/Modify.html.

You can also find examples in scrips actions/conditions provided at
http://wiki.bestpractical.com/.

In your case, creating a new user can be done with something like:

my $User = RT::User->new( $RT::SystemUser );
my ($val, $msg) = $User->LoadOrCreateByEmail( 'hi_address at email' );
unless ( $val ) {
    warn "Couldn't create or load user: $msg\n";
}


but if you wan't to create it with specific Name, RealName, ... you have
to:

first check if it doesn't already exists with $User->Load(...) or
$User->LoadByEmail(...);, then create it with $User->Create(...)




From JoopvandeWege at mococo.nl  Wed Jun 16 03:05:58 2010
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 16 Jun 2010 09:05:58 +0200
Subject: [rt-users] User login logout details
In-Reply-To: <188DB84D8B33F241ABAC8ECE3B5F998E20563F4DFF@CHN-HCLT-EVS08.HCLT.CORP.HCL.IN>
References: <B863B1878CB80042A5BE1290B8FD6BB1E5B79E98@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN><A484C41ED64DD344B05F95481D90681A1A3D7C28D3@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>	<B863B1878CB80042A5BE1290B8FD6BB1E5B7A7FB@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>	<16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn>
	<188DB84D8B33F241ABAC8ECE3B5F998E20563F4DFF@CHN-HCLT-EVS08.HCLT.CORP.HCL.IN>
Message-ID: <4C1877D6.2030302@mococo.nl>

Hello Tony

> 
> Any updates on this?
> 
Well, you can find login details in rt.log but only when loglevel is 
debug I think. For logout thats a whole other problem. If someone just 
decides to close its browser and then go home, you'll never recieve a 
logout from that.
Apart from that I don't think the logout link will output debug info 
into rt.log. That is something you'll need to add.

Regards,

Joop


From bjoern.schulz at desy.de  Wed Jun 16 03:57:47 2010
From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=)
Date: Wed, 16 Jun 2010 09:57:47 +0200
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
	<AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
Message-ID: <4C1883FB.6020408@desy.de>

Hi,

try this http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips

I think it should do what you like...

best
  bj?rn

Am 15.06.10 23:31, schrieb slamp slamp:
> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp<slackamp at gmail.com>  wrote:
>> I have a global scrip
>>
>> Condition: User defined
>> Action: Notify All
>>
>> I have this in my custom condition:
>>
>> return (($self->TransactionObj->Type eq "Correspond")&&
>> ($self->TicketObj->QueueObj->Name ne "Q1"));
>> return (($self->TransactionObj->Type eq "Correspond")&&
>> ($self->TicketObj->QueueObj->Name ne "Q2"));
>> return (($self->TransactionObj->Type eq "Correspond")&&
>> ($self->TicketObj->QueueObj->Name ne "Q3"));
>>
>> Scrip is not executed when the queue is Q1, however it is executed
>> when the queue is either Q2 or Q3. I think I need to somehow combine
>> the logic but i am not much of a perl guy.
>>
>> Any help is appreciated.
>>
>
> Would something like this work?
>
> return (($self->TransactionObj->Type eq "Correspond")&&
> (($self->TicketObj->QueueObj->Name ne "Q1") ||
> ($self->TicketObj->QueueObj->Name ne "Q2") ||
> ($self->TicketObj->QueueObj->Name ne "Q3")));
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From nordik24 at gmail.com  Wed Jun 16 04:00:31 2010
From: nordik24 at gmail.com (nordik24)
Date: Wed, 16 Jun 2010 01:00:31 -0700 (PDT)
Subject: [rt-users] create ticket via email
In-Reply-To: <AANLkTikxOgawqrGq-o8E6cjnFCySZG4M6nRrcaqTrQjx@mail.gmail.com>
References: <28888937.post@talk.nabble.com>
	<72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>
	<AANLkTikxOgawqrGq-o8E6cjnFCySZG4M6nRrcaqTrQjx@mail.gmail.com>
Message-ID: <28899910.post@talk.nabble.com>


i use rt 3.8 so it is there by default but i havent configured it, maybe
thats whats missing
if i get it to work with the extension:CommandByMail how should i type so
that my custom fields are filled correctly ??


Kenneth Crocker wrote:
> 
> Jim,
> 
> You DO have CommandByMail installed, yes?
> 
> Kenn
> LBNL
> 
> On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
> <Jim.Tambling at datatote.co.uk>wrote:
> 
>> Hi,
>>
>> I found that when using email to create a ticket, unless it is sent in
>> plain text the CF fields are not parsed correctly.
>>
>> Hope this helps, Jim
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nordik24
>> Sent: 15 June 2010 13:12
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] create ticket via email
>>
>>
>>
>> hi
>>
>> im able to create a ticket by sending an email but i dont know how to
>> fill the other fields apart from "Subject". I have 4 custom fields that
>> i want to fill when i send the mail
>>
>> i use a php form to send the mails and i tried to put the custom field
>> in the header to see if it works by typing "CF.{<custom field
>> name>}=<value>" but nothing happens
>>
>> i hope someone knows how to do it
>>
>>
>> --
>> View this message in context:
>> http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
>> a copy at http://rtbook.bestpractical.com
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28899910.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From danm at prime.gushi.org  Wed Jun 16 04:08:13 2010
From: danm at prime.gushi.org (Dan Mahoney, System Admin)
Date: Wed, 16 Jun 2010 04:08:13 -0400 (EDT)
Subject: [rt-users] Multiple RT Entry points?
Message-ID: <alpine.BSF.2.00.1006160405130.32965@prime.gushi.org>

Hey there,

I'd like to be able to do HTTP auth on RT for my staff (who would have 
single sign-on), while still 
allowing standard web-logins for my customers.

Is there an easy guide as to how to accomplish this?

I've already got one RT instance doing web-auth, which was fairly 
straightforward, but it seems I'd need two separate URL-spaces (or ports) 
to make this duality work right, and RT would need to be aware of both.

Does RT care what url it's being accessed by?

If it's relevant, I'm using fastCGI, rt 3.8.6, under FreeBSD, built from 
ports.

-Dan

-- 

--------Dan Mahoney--------
Techie,  Sysadmin,  WebGeek
Gushi on efnet/undernet IRC
ICQ: 13735144   AIM: LarpGM
Site:  http://www.gushi.org
---------------------------



From elacour at easter-eggs.com  Wed Jun 16 04:25:53 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 16 Jun 2010 10:25:53 +0200
Subject: [rt-users] Multiple RT Entry points?
In-Reply-To: <alpine.BSF.2.00.1006160405130.32965@prime.gushi.org>
References: <alpine.BSF.2.00.1006160405130.32965@prime.gushi.org>
Message-ID: <20100616082552.GA21249@easter-eggs.com>

On Wed, Jun 16, 2010 at 04:08:13AM -0400, Dan Mahoney, System Admin wrote:
> Hey there,
>
> I'd like to be able to do HTTP auth on RT for my staff (who would have  
> single sign-on), while still allowing standard web-logins for my 
> customers.
>
> Is there an easy guide as to how to accomplish this?
>
> I've already got one RT instance doing web-auth, which was fairly  
> straightforward, but it seems I'd need two separate URL-spaces (or ports) 
> to make this duality work right, and RT would need to be aware of both.
>
> Does RT care what url it's being accessed by?
>

First, you should set $WebFallbackToInternalAuth to 1 in
RT_SiteConfig.pm so if RT didn't got user from http auth, he will
propose the standard login/password screen.
Second, just configure two virtualhosts, one for internal, with http
auth, a second for external, without it.

You may also be able to do this second step by using some apache Limit
options to require auth only for some networks.



From GBaxter at blackpoolsixth.ac.uk  Wed Jun 16 05:23:17 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Wed, 16 Jun 2010 10:23:17 +0100
Subject: [rt-users] Modify Side Bar
Message-ID: <fc.00758246020cfa3700758246020cfa37.20cfa95@blackpoolsixth.ac.uk>

Is it possible to add a link to the "My Day" feature on the sidebar for
everyone?

I've looked at all of the HTML files in /opt/rt3/share/html but can't see
anything obvious.

Using RT3.8.8 on Fedora 12.

Any help appreciated

Thanks

Guy.


This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.  Emails are not secure and cannot be guaranteed to be free of errors or viruses.  It is your responsibility to scan emails and attachments for viruses before opening them.

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From torsten.brumm at googlemail.com  Wed Jun 16 05:23:44 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 16 Jun 2010 11:23:44 +0200
Subject: [rt-users] Modify Side Bar
In-Reply-To: <fc.00758246020cfa3700758246020cfa37.20cfa95@blackpoolsixth.ac.uk>
References: <fc.00758246020cfa3700758246020cfa37.20cfa95@blackpoolsixth.ac.uk>
Message-ID: <AANLkTinqXifjS1IYrC6GHNqMNnHqackDROmvU_TXqS-t@mail.gmail.com>

Hi,
you should read this wiki article:
http://wiki.bestpractical.com/view/CustomizingWithCallbacks

<http://wiki.bestpractical.com/view/CustomizingWithCallbacks>What you need
is a Callback for the Tabs File.

Torsten

2010/6/16 Guy Baxter <GBaxter at blackpoolsixth.ac.uk>

> Is it possible to add a link to the "My Day" feature on the sidebar for
> everyone?
>
> I've looked at all of the HTML files in /opt/rt3/share/html but can't see
> anything obvious.
>
> Using RT3.8.8 on Fedora 12.
>
> Any help appreciated
>
> Thanks
>
> Guy.
>
>
> This email and any attachments are confidential and are intended solely for
> the use of the individual to whom it is addressed. If you are not the
> intended recipient of this email and its attachments, you must take no
> action based upon them, nor must you copy or show them to anyone. Please
> contact the sender if you believe you have received this email in error.
>  Emails are not secure and cannot be guaranteed to be free of errors or
> viruses.  It is your responsibility to scan emails and attachments for
> viruses before opening them.
>
> Any views or opinions expressed are solely those of the author and do not
> necessarily represent those of The Blackpool Sixth Form College.
>
>
> #####################################################################################
> Scanned by MailMarshal - Marshal's comprehensive email content security
> solution.
> Download a free evaluation of MailMarshal at www.marshal.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.brumm.me
http://www.elektrofeld.de
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From jesse at bestpractical.com  Wed Jun 16 08:14:59 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Jun 2010 08:14:59 -0400
Subject: [rt-users] Modify Side Bar
In-Reply-To: <fc.00758246020cfa3700758246020cfa37.20cfa95@blackpoolsixth.ac.uk>
References: <fc.00758246020cfa3700758246020cfa37.20cfa95@blackpoolsixth.ac.uk>
Message-ID: <20100616121458.GU29991@bestpractical.com>




On Wed, Jun 16, 2010 at 10:23:17AM +0100, Guy Baxter wrote:
> Is it possible to add a link to the "My Day" feature on the sidebar for
> everyone?
> 

It should already be in the "Tools" menu in the sidebar.

-jesse


From slackamp at gmail.com  Wed Jun 16 09:24:23 2010
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 16 Jun 2010 09:24:23 -0400
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <4C1883FB.6020408@desy.de>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
	<AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
	<4C1883FB.6020408@desy.de>
Message-ID: <AANLkTikqngI3WW9BvW4lwKM8l6VtA7sLhn2Ka8yFfBq-@mail.gmail.com>

Thank you for the suggestion. I would use that if it was part of RT
itself however it would just be a pain to keep RT updated while
keeping the patch working.

2010/6/16 Bj?rn Schulz <bjoern.schulz at desy.de>:
> Hi,
>
> try this http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips
>
> I think it should do what you like...
>
> best
> ?bj?rn
>
> Am 15.06.10 23:31, schrieb slamp slamp:
>>
>> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp<slackamp at gmail.com> ?wrote:
>>>
>>> I have a global scrip
>>>
>>> Condition: User defined
>>> Action: Notify All
>>>
>>> I have this in my custom condition:
>>>
>>> return (($self->TransactionObj->Type eq "Correspond")&&
>>> ($self->TicketObj->QueueObj->Name ne "Q1"));
>>> return (($self->TransactionObj->Type eq "Correspond")&&
>>> ($self->TicketObj->QueueObj->Name ne "Q2"));
>>> return (($self->TransactionObj->Type eq "Correspond")&&
>>> ($self->TicketObj->QueueObj->Name ne "Q3"));
>>>
>>> Scrip is not executed when the queue is Q1, however it is executed
>>> when the queue is either Q2 or Q3. I think I need to somehow combine
>>> the logic but i am not much of a perl guy.
>>>
>>> Any help is appreciated.
>>>
>>
>> Would something like this work?
>>
>> return (($self->TransactionObj->Type eq "Correspond")&&
>> (($self->TicketObj->QueueObj->Name ne "Q1") ||
>> ($self->TicketObj->QueueObj->Name ne "Q2") ||
>> ($self->TicketObj->QueueObj->Name ne "Q3")));
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From ktm at rice.edu  Wed Jun 16 09:26:07 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 16 Jun 2010 08:26:07 -0500
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <AANLkTikqngI3WW9BvW4lwKM8l6VtA7sLhn2Ka8yFfBq-@mail.gmail.com>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
	<AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
	<4C1883FB.6020408@desy.de>
	<AANLkTikqngI3WW9BvW4lwKM8l6VtA7sLhn2Ka8yFfBq-@mail.gmail.com>
Message-ID: <20100616132607.GM23529@aart.is.rice.edu>

Scrips are stored in the database backend and are automatically
available to the upgraded RT software.

Cheers,
Ken

On Wed, Jun 16, 2010 at 09:24:23AM -0400, slamp slamp wrote:
> Thank you for the suggestion. I would use that if it was part of RT
> itself however it would just be a pain to keep RT updated while
> keeping the patch working.
> 
> 2010/6/16 Bj?rn Schulz <bjoern.schulz at desy.de>:
> > Hi,
> >
> > try this http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips
> >
> > I think it should do what you like...
> >
> > best
> > ?bj?rn
> >
> > Am 15.06.10 23:31, schrieb slamp slamp:
> >>
> >> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp<slackamp at gmail.com> ?wrote:
> >>>
> >>> I have a global scrip
> >>>
> >>> Condition: User defined
> >>> Action: Notify All
> >>>
> >>> I have this in my custom condition:
> >>>
> >>> return (($self->TransactionObj->Type eq "Correspond")&&
> >>> ($self->TicketObj->QueueObj->Name ne "Q1"));
> >>> return (($self->TransactionObj->Type eq "Correspond")&&
> >>> ($self->TicketObj->QueueObj->Name ne "Q2"));
> >>> return (($self->TransactionObj->Type eq "Correspond")&&
> >>> ($self->TicketObj->QueueObj->Name ne "Q3"));
> >>>
> >>> Scrip is not executed when the queue is Q1, however it is executed
> >>> when the queue is either Q2 or Q3. I think I need to somehow combine
> >>> the logic but i am not much of a perl guy.
> >>>
> >>> Any help is appreciated.
> >>>
> >>
> >> Would something like this work?
> >>
> >> return (($self->TransactionObj->Type eq "Correspond")&&
> >> (($self->TicketObj->QueueObj->Name ne "Q1") ||
> >> ($self->TicketObj->QueueObj->Name ne "Q2") ||
> >> ($self->TicketObj->QueueObj->Name ne "Q3")));
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From slackamp at gmail.com  Wed Jun 16 09:33:51 2010
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 16 Jun 2010 09:33:51 -0400
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <20100616132607.GM23529@aart.is.rice.edu>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
	<AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
	<4C1883FB.6020408@desy.de>
	<AANLkTikqngI3WW9BvW4lwKM8l6VtA7sLhn2Ka8yFfBq-@mail.gmail.com>
	<20100616132607.GM23529@aart.is.rice.edu>
Message-ID: <AANLkTikttB__Sd31tcARNYRFP0MjtBAo0OPf2LGsTvzN@mail.gmail.com>

i was actually talking about the files (Scrips.html and EditScrips)
that needs to be replaced in RT if using this extension.

On Wed, Jun 16, 2010 at 9:26 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> Scrips are stored in the database backend and are automatically
> available to the upgraded RT software.
>
> Cheers,
> Ken
>
> On Wed, Jun 16, 2010 at 09:24:23AM -0400, slamp slamp wrote:
>> Thank you for the suggestion. I would use that if it was part of RT
>> itself however it would just be a pain to keep RT updated while
>> keeping the patch working.
>>
>> 2010/6/16 Bj?rn Schulz <bjoern.schulz at desy.de>:
>> > Hi,
>> >
>> > try this http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips
>> >
>> > I think it should do what you like...
>> >
>> > best
>> > ?bj?rn
>> >
>> > Am 15.06.10 23:31, schrieb slamp slamp:
>> >>
>> >> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp<slackamp at gmail.com> ?wrote:
>> >>>
>> >>> I have a global scrip
>> >>>
>> >>> Condition: User defined
>> >>> Action: Notify All
>> >>>
>> >>> I have this in my custom condition:
>> >>>
>> >>> return (($self->TransactionObj->Type eq "Correspond")&&
>> >>> ($self->TicketObj->QueueObj->Name ne "Q1"));
>> >>> return (($self->TransactionObj->Type eq "Correspond")&&
>> >>> ($self->TicketObj->QueueObj->Name ne "Q2"));
>> >>> return (($self->TransactionObj->Type eq "Correspond")&&
>> >>> ($self->TicketObj->QueueObj->Name ne "Q3"));
>> >>>
>> >>> Scrip is not executed when the queue is Q1, however it is executed
>> >>> when the queue is either Q2 or Q3. I think I need to somehow combine
>> >>> the logic but i am not much of a perl guy.
>> >>>
>> >>> Any help is appreciated.
>> >>>
>> >>
>> >> Would something like this work?
>> >>
>> >> return (($self->TransactionObj->Type eq "Correspond")&&
>> >> (($self->TicketObj->QueueObj->Name ne "Q1") ||
>> >> ($self->TicketObj->QueueObj->Name ne "Q2") ||
>> >> ($self->TicketObj->QueueObj->Name ne "Q3")));
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.bestpractical.com
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>


From ktm at rice.edu  Wed Jun 16 09:41:06 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 16 Jun 2010 08:41:06 -0500
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <AANLkTikttB__Sd31tcARNYRFP0MjtBAo0OPf2LGsTvzN@mail.gmail.com>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
	<AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
	<4C1883FB.6020408@desy.de>
	<AANLkTikqngI3WW9BvW4lwKM8l6VtA7sLhn2Ka8yFfBq-@mail.gmail.com>
	<20100616132607.GM23529@aart.is.rice.edu>
	<AANLkTikttB__Sd31tcARNYRFP0MjtBAo0OPf2LGsTvzN@mail.gmail.com>
Message-ID: <20100616134106.GN23529@aart.is.rice.edu>

Hi Slamp,

Oh, sorry although even that should not be terribly bad since
you can put the changed files in your ./local tree and move it
between the releases. You will still need to do some regression
testing, but you always need to do that. I do agree, that if
you are that concerned about the impact of such a change to the
maintainability of your RT installation, you may wish to reconsider
making this alteration at all. You will need to weigh your options.

Regards,
Ken

On Wed, Jun 16, 2010 at 09:33:51AM -0400, slamp slamp wrote:
> i was actually talking about the files (Scrips.html and EditScrips)
> that needs to be replaced in RT if using this extension.
> 
> On Wed, Jun 16, 2010 at 9:26 AM, Kenneth Marshall <ktm at rice.edu> wrote:
> > Scrips are stored in the database backend and are automatically
> > available to the upgraded RT software.
> >
> > Cheers,
> > Ken
> >
> > On Wed, Jun 16, 2010 at 09:24:23AM -0400, slamp slamp wrote:
> >> Thank you for the suggestion. I would use that if it was part of RT
> >> itself however it would just be a pain to keep RT updated while
> >> keeping the patch working.
> >>
> >> 2010/6/16 Bj?rn Schulz <bjoern.schulz at desy.de>:
> >> > Hi,
> >> >
> >> > try this http://github.com/tbrumm/RT-Extension-QueueDeactivatedScrips
> >> >
> >> > I think it should do what you like...
> >> >
> >> > best
> >> > ?bj?rn
> >> >
> >> > Am 15.06.10 23:31, schrieb slamp slamp:
> >> >>
> >> >> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp<slackamp at gmail.com> ?wrote:
> >> >>>
> >> >>> I have a global scrip
> >> >>>
> >> >>> Condition: User defined
> >> >>> Action: Notify All
> >> >>>
> >> >>> I have this in my custom condition:
> >> >>>
> >> >>> return (($self->TransactionObj->Type eq "Correspond")&&
> >> >>> ($self->TicketObj->QueueObj->Name ne "Q1"));
> >> >>> return (($self->TransactionObj->Type eq "Correspond")&&
> >> >>> ($self->TicketObj->QueueObj->Name ne "Q2"));
> >> >>> return (($self->TransactionObj->Type eq "Correspond")&&
> >> >>> ($self->TicketObj->QueueObj->Name ne "Q3"));
> >> >>>
> >> >>> Scrip is not executed when the queue is Q1, however it is executed
> >> >>> when the queue is either Q2 or Q3. I think I need to somehow combine
> >> >>> the logic but i am not much of a perl guy.
> >> >>>
> >> >>> Any help is appreciated.
> >> >>>
> >> >>
> >> >> Would something like this work?
> >> >>
> >> >> return (($self->TransactionObj->Type eq "Correspond")&&
> >> >> (($self->TicketObj->QueueObj->Name ne "Q1") ||
> >> >> ($self->TicketObj->QueueObj->Name ne "Q2") ||
> >> >> ($self->TicketObj->QueueObj->Name ne "Q3")));
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> >> Buy a copy at http://rtbook.bestpractical.com
> >> >
> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From bmccormack at nextjump.com  Wed Jun 16 09:54:28 2010
From: bmccormack at nextjump.com (Bernard McCormack)
Date: Wed, 16 Jun 2010 09:54:28 -0400
Subject: [rt-users] AutoCreating Privledged users
Message-ID: <2437DA37D3AF87429F50B1FBE01C973C028C1BF7@MASERVER1.nextjump.com>

Using external auth on 3.8.8

 

The config line doesn't appear to work: 

Set($AutoCreate, {Privileged => 1}); 

 

Is there a different way to auto create Privileged users?

 

 

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From jledford at biltmore.com  Wed Jun 16 09:55:06 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 16 Jun 2010 09:55:06 -0400
Subject: [rt-users] User login logout details
In-Reply-To: <4C1877D6.2030302@mococo.nl>
References: <B863B1878CB80042A5BE1290B8FD6BB1E5B79E98@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN><A484C41ED64DD344B05F95481D90681A1A3D7C28D3@CHN-HCLT-EVS07.HCLT.CORP.HCL.IN>
	<B863B1878CB80042A5BE1290B8FD6BB1E5B7A7FB@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
	<16426EA38D57E74CB1DE5A6AE1DB0394026A7B84@w3hamboex11.ger.win.int.kn>
	<188DB84D8B33F241ABAC8ECE3B5F998E20563F4DFF@CHN-HCLT-EVS08.HCLT.CORP.HCL.IN>
	<4C1877D6.2030302@mococo.nl>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F9FC5496@MAILBOX.tbcnet.biltmore.com>

I think this would be a cool edition.  Logout seems less important (and harder to track as mentioned), but having the last login time of a user would be very handy.  I have been finding myself grepping the logs to see when a user has logged in.  Not the best solution and not something average Joe-know-nothing-about-Linux would be able to do. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop van de Wege
Sent: Wednesday, June 16, 2010 3:06 AM
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] User login logout details

Hello Tony

> 
> Any updates on this?
> 
Well, you can find login details in rt.log but only when loglevel is 
debug I think. For logout thats a whole other problem. If someone just 
decides to close its browser and then go home, you'll never recieve a 
logout from that.
Apart from that I don't think the logout link will output debug info 
into rt.log. That is something you'll need to add.

Regards,

Joop

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From borngunners at aol.com  Wed Jun 16 10:43:20 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Wed, 16 Jun 2010 10:43:20 -0400 (EDT)
Subject: [rt-users] Changing RT theme
Message-ID: <8CCDB7965E6FF80-1E1C-AA75@webmail-d041.sysops.aol.com>

I will like to change the team of my RT but I don't know how to go about it. Can someone lead me to the path of the web theme and what to do in changing the theme to my own customizable css. I have RT 3.8.8 on Ubuntu 9

thanks,

 

 


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From kfcrocker at lbl.gov  Wed Jun 16 11:30:09 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 16 Jun 2010 08:30:09 -0700
Subject: [rt-users] create ticket via email
In-Reply-To: <28899910.post@talk.nabble.com>
References: <28888937.post@talk.nabble.com>
	<72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>
	<AANLkTikxOgawqrGq-o8E6cjnFCySZG4M6nRrcaqTrQjx@mail.gmail.com>
	<28899910.post@talk.nabble.com>
Message-ID: <AANLkTimdRr00k28Gv-n4oIF6g2ssliIjgVs_u3BiG3Vz@mail.gmail.com>

nordik,

We just installed 3.8.7 and we had to install CommandByMail separately,
along with adding it to the plugins. That's no problem and it works well.
There are some readme instructions for how to use it, but basically, the
command lines are "CF{name of CF}: value" (minus the quotes, of course). I
ran into a problem with a "text" CF, or more accurately, ran into a problem
with my email editor. Our email editor adds a newline delimiter when it does
a wrap on content and CBM stops loading the value of a CF the moment it see
a newline delimiter. So, when I enter more than 58 to 60 charaters (the
point at which the email editor adds a newline delimiter), the rest gets
dropped. So, keep that in mind.

Good luck.

Kenn
LBNL

On Wed, Jun 16, 2010 at 1:00 AM, nordik24 <nordik24 at gmail.com> wrote:

>
> i use rt 3.8 so it is there by default but i havent configured it, maybe
> thats whats missing
> if i get it to work with the extension:CommandByMail how should i type so
> that my custom fields are filled correctly ??
>
>
> Kenneth Crocker wrote:
> >
> > Jim,
> >
> > You DO have CommandByMail installed, yes?
> >
> > Kenn
> > LBNL
> >
> > On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
> > <Jim.Tambling at datatote.co.uk>wrote:
> >
> >> Hi,
> >>
> >> I found that when using email to create a ticket, unless it is sent in
> >> plain text the CF fields are not parsed correctly.
> >>
> >> Hope this helps, Jim
> >>
> >> -----Original Message-----
> >> From: rt-users-bounces at lists.bestpractical.com
> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nordik24
> >> Sent: 15 June 2010 13:12
> >> To: rt-users at lists.bestpractical.com
> >> Subject: [rt-users] create ticket via email
> >>
> >>
> >>
> >> hi
> >>
> >> im able to create a ticket by sending an email but i dont know how to
> >> fill the other fields apart from "Subject". I have 4 custom fields that
> >> i want to fill when i send the mail
> >>
> >> i use a php form to send the mails and i tried to put the custom field
> >> in the header to see if it works by typing "CF.{<custom field
> >> name>}=<value>" but nothing happens
> >>
> >> i hope someone knows how to do it
> >>
> >>
> >> --
> >> View this message in context:
> >> http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
> >> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> >> a copy at http://rtbook.bestpractical.com
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28899910.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 Jun 16 11:34:04 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 16 Jun 2010 08:34:04 -0700
Subject: [rt-users] Original Quicksearch file
In-Reply-To: <AANLkTikb_e56R2CuRZGvvHqFcb4FGsW7gf2-jZ2t1bH-@mail.gmail.com>
References: <AANLkTikb_e56R2CuRZGvvHqFcb4FGsW7gf2-jZ2t1bH-@mail.gmail.com>
Message-ID: <AANLkTikXkLxFv9jxq4cKMp7BN65hLm4IY79N2iBGr1ni@mail.gmail.com>

Max,

I may be wrong, but I thought that with 3.8+ all you had to do for
Quicksearh staus values was setin the Active staus in RT_SiteConfig.pm,
which you did. I didn't think anything else needed to be done.

Kenn
LBNL

On Tue, Jun 15, 2010 at 6:45 PM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hi all -
>
> Running RT 3.8.8 on Ubuntu 9.10.
>
> I was attempting to get the *resolved *status to show up in the
> Quicksearch box on the home page -- I had this working in 3.8.7 but it
> reverted back to the default way with the upgrade to 3.8.8.
>
> I, however, seemed to have screwed it up majorly and I now get the
> following on my home page:
>
> Error during compilation of /opt/rt3/local/html/Elements/Quicksearch:
> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 54, near "[."
> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 58, near "}]"
> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 60, near "} }"
> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 64, near "}"
>
> So, if someone could either help me get my Quicksearch working with the
> resolved status or without the resolved status that'd be great!  I just want
> it working again! :)
>
> Here is my config of /opt/rt3/local/html/Quicksearch/Elements/Quicksearch:
>
>
> <div class="ticket-overview">
> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>    titleright => loc("Edit"), titleright_href =>
> RT->Config->Get('WebPath').'/Prefs/Quicksearch.html' &>
> <& /Elements/QueueSummary,
>    cache => 'quick_search_queues',
>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists
> $unwanted->{$_->Name} },
> conditions => [. {cond => "Status = 'new'", name => loc ('new') },
> {cond => "Status = 'open'", name => loc
> ('open') },
> {cond => "Status = 'resolved'", name => loc
> ('resolved') }]
> &>
> </&>
> </div>
> <%INIT>
> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch',
> {});
>
> my @conditions = ();
> foreach ( RT::Queue->ActiveStatusArray ) {
>     push @conditions, { cond => "Status = '$_'", name => loc($_) };
> }
>
> I have also put the following in my RT_SiteConfig.pm:
>
> Set(@ActiveStatus, qw(
>         new open resolved));
>
> Am I missing something?  Thanks!
>
> Max
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
> 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 mmcgrath at carthage.edu  Wed Jun 16 11:38:12 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 16 Jun 2010 10:38:12 -0500
Subject: [rt-users] Original Quicksearch file
In-Reply-To: <AANLkTikXkLxFv9jxq4cKMp7BN65hLm4IY79N2iBGr1ni@mail.gmail.com>
References: <AANLkTikb_e56R2CuRZGvvHqFcb4FGsW7gf2-jZ2t1bH-@mail.gmail.com> 
	<AANLkTikXkLxFv9jxq4cKMp7BN65hLm4IY79N2iBGr1ni@mail.gmail.com>
Message-ID: <AANLkTiltw9nV-NpJKOe_nc0Y15zddhw9IYm9m6mBJrcq@mail.gmail.com>

Thanks Kenn -

I will look into this again.  So if I set this:

Set(@ActiveStatus, qw(
        new open resolved));

in my RT_SiteConfig.pm I should only see those three in the Quicksearch?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Wed, Jun 16, 2010 at 10:34 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Max,
>
> I may be wrong, but I thought that with 3.8+ all you had to do for
> Quicksearh staus values was setin the Active staus in RT_SiteConfig.pm,
> which you did. I didn't think anything else needed to be done.
>
> Kenn
> LBNL
>
> On Tue, Jun 15, 2010 at 6:45 PM, Max McGrath <mmcgrath at carthage.edu>wrote:
>
>> Hi all -
>>
>> Running RT 3.8.8 on Ubuntu 9.10.
>>
>> I was attempting to get the *resolved *status to show up in the
>> Quicksearch box on the home page -- I had this working in 3.8.7 but it
>> reverted back to the default way with the upgrade to 3.8.8.
>>
>> I, however, seemed to have screwed it up majorly and I now get the
>> following on my home page:
>>
>> Error during compilation of /opt/rt3/local/html/Elements/Quicksearch:
>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 54, near "[."
>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 58, near "}]"
>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 60, near "} }"
>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 64, near "}"
>>
>> So, if someone could either help me get my Quicksearch working with the
>> resolved status or without the resolved status that'd be great!  I just want
>> it working again! :)
>>
>> Here is my config of /opt/rt3/local/html/Quicksearch/Elements/Quicksearch:
>>
>>
>> <div class="ticket-overview">
>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>    titleright => loc("Edit"), titleright_href =>
>> RT->Config->Get('WebPath').'/Prefs/Quicksearch.html' &>
>> <& /Elements/QueueSummary,
>>    cache => 'quick_search_queues',
>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists
>> $unwanted->{$_->Name} },
>> conditions => [. {cond => "Status = 'new'", name => loc ('new') },
>> {cond => "Status = 'open'", name => loc
>> ('open') },
>> {cond => "Status = 'resolved'", name => loc
>> ('resolved') }]
>> &>
>> </&>
>> </div>
>> <%INIT>
>> my $unwanted =
>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>>
>> my @conditions = ();
>> foreach ( RT::Queue->ActiveStatusArray ) {
>>     push @conditions, { cond => "Status = '$_'", name => loc($_) };
>> }
>>
>> I have also put the following in my RT_SiteConfig.pm:
>>
>> Set(@ActiveStatus, qw(
>>         new open resolved));
>>
>> Am I missing something?  Thanks!
>>
>> Max
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgrath at carthage.edu
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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 falcone at bestpractical.com  Wed Jun 16 11:54:26 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 16 Jun 2010 11:54:26 -0400
Subject: [rt-users] E-mail reminders to owners of tickets
In-Reply-To: <AANLkTikVr2wquw9SgwRbbJB3gasc5c3Pe9bsPj-BEFHx@mail.gmail.com>
References: <AANLkTilaawC8UTduAB0M_pSCIC8oKH41qeDtvYc-A4L_@mail.gmail.com>
	<4C11385D.2010709@cclsd.org>
	<AANLkTikVr2wquw9SgwRbbJB3gasc5c3Pe9bsPj-BEFHx@mail.gmail.com>
Message-ID: <20100616155426.GM595@jibsheet.com>

On Tue, Jun 15, 2010 at 04:13:14PM -0400, Asif Iqbal wrote:
> On Thu, Jun 10, 2010 at 3:09 PM, spark at cclsd.org <spark at cclsd.org> wrote:
> > Hi Max,
> > I use a daily dashboard subscription that is emailed to me each morning,
> > apprising me of all open tickets according to the search criteria set in the
> > dashboard. Works pretty well
> 
> I setup the same thing and I do not receive email. I am using RT 3.8.2. My email
> works fine. I do not see any log in rt.log
> 
> Set($LogToFileNamed , "rt.log");    #log to rt.log
> 
> any idea how to debug this issue?
> 

Did you set up the cron job specified in README which takes care of
sending dashboards?

-kevin
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From kfcrocker at lbl.gov  Wed Jun 16 11:59:18 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 16 Jun 2010 08:59:18 -0700
Subject: [rt-users] Original Quicksearch file
In-Reply-To: <AANLkTiltw9nV-NpJKOe_nc0Y15zddhw9IYm9m6mBJrcq@mail.gmail.com>
References: <AANLkTikb_e56R2CuRZGvvHqFcb4FGsW7gf2-jZ2t1bH-@mail.gmail.com>
	<AANLkTikXkLxFv9jxq4cKMp7BN65hLm4IY79N2iBGr1ni@mail.gmail.com>
	<AANLkTiltw9nV-NpJKOe_nc0Y15zddhw9IYm9m6mBJrcq@mail.gmail.com>
Message-ID: <AANLkTilSGABNvMVGIGdHfCO80NHwzv6Glp-Q5iMXm_JS@mail.gmail.com>

Max,

Yep. That's what I did. We added two new statuses and that's all we needed
to do. They showed up automatically in "Quicksearch" and "MySupportQueues".
Good luck.

Kenn
LBNL

On Wed, Jun 16, 2010 at 8:38 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Thanks Kenn -
>
> I will look into this again.  So if I set this:
>
> Set(@ActiveStatus, qw(
>         new open resolved));
>
> in my RT_SiteConfig.pm I should only see those three in the Quicksearch?
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
>
> On Wed, Jun 16, 2010 at 10:34 AM, Kenneth Crocker <kfcrocker at lbl.gov>wrote:
>
>> Max,
>>
>> I may be wrong, but I thought that with 3.8+ all you had to do for
>> Quicksearh staus values was setin the Active staus in RT_SiteConfig.pm,
>> which you did. I didn't think anything else needed to be done.
>>
>> Kenn
>> LBNL
>>
>> On Tue, Jun 15, 2010 at 6:45 PM, Max McGrath <mmcgrath at carthage.edu>wrote:
>>
>>> Hi all -
>>>
>>> Running RT 3.8.8 on Ubuntu 9.10.
>>>
>>> I was attempting to get the *resolved *status to show up in the
>>> Quicksearch box on the home page -- I had this working in 3.8.7 but it
>>> reverted back to the default way with the upgrade to 3.8.8.
>>>
>>> I, however, seemed to have screwed it up majorly and I now get the
>>> following on my home page:
>>>
>>> Error during compilation of /opt/rt3/local/html/Elements/Quicksearch:
>>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 54, near "[."
>>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 58, near "}]"
>>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 60, near "} }"
>>> syntax error at /opt/rt3/local/html/Elements/Quicksearch line 64, near "}"
>>>
>>> So, if someone could either help me get my Quicksearch working with the
>>> resolved status or without the resolved status that'd be great!  I just want
>>> it working again! :)
>>>
>>> Here is my config of
>>> /opt/rt3/local/html/Quicksearch/Elements/Quicksearch:
>>>
>>>
>>> <div class="ticket-overview">
>>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>>    titleright => loc("Edit"), titleright_href =>
>>> RT->Config->Get('WebPath').'/Prefs/Quicksearch.html' &>
>>> <& /Elements/QueueSummary,
>>>    cache => 'quick_search_queues',
>>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists
>>> $unwanted->{$_->Name} },
>>> conditions => [. {cond => "Status = 'new'", name => loc ('new') },
>>> {cond => "Status = 'open'", name => loc
>>> ('open') },
>>> {cond => "Status = 'resolved'", name => loc
>>> ('resolved') }]
>>> &>
>>> </&>
>>> </div>
>>> <%INIT>
>>> my $unwanted =
>>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>>>
>>> my @conditions = ();
>>> foreach ( RT::Queue->ActiveStatusArray ) {
>>>     push @conditions, { cond => "Status = '$_'", name => loc($_) };
>>> }
>>>
>>> I have also put the following in my RT_SiteConfig.pm:
>>>
>>> Set(@ActiveStatus, qw(
>>>         new open resolved));
>>>
>>> Am I missing something?  Thanks!
>>>
>>> Max
>>> --
>>> Max McGrath
>>> Asst. Network Admin/Systems Specialist
>>> Carthage College
>>> 262-552-5512
>>> mmcgrath at carthage.edu
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.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 slackamp at gmail.com  Wed Jun 16 12:28:36 2010
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 16 Jun 2010 12:28:36 -0400
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>
	<AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
Message-ID: <AANLkTik3q6mpfeufGCh3OJExmfEQG_FaePhgEcPSpaz-@mail.gmail.com>

On Tue, Jun 15, 2010 at 5:31 PM, slamp slamp <slackamp at gmail.com> wrote:
> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp <slackamp at gmail.com> wrote:
>> I have a global scrip
>>
>> Condition: User defined
>> Action: Notify All
>>
>> I have this in my custom condition:
>>
>> return (($self->TransactionObj->Type eq "Correspond") &&
>> ($self->TicketObj->QueueObj->Name ne "Q1"));
>> return (($self->TransactionObj->Type eq "Correspond") &&
>> ($self->TicketObj->QueueObj->Name ne "Q2"));
>> return (($self->TransactionObj->Type eq "Correspond") &&
>> ($self->TicketObj->QueueObj->Name ne "Q3"));
>>
>> Scrip is not executed when the queue is Q1, however it is executed
>> when the queue is either Q2 or Q3. I think I need to somehow combine
>> the logic but i am not much of a perl guy.
>>
>> Any help is appreciated.
>>
>
> Would something like this work?
>
> return (($self->TransactionObj->Type eq "Correspond") &&
> (($self->TicketObj->QueueObj->Name ne "Q1") ||
> ($self->TicketObj->QueueObj->Name ne "Q2") ||
> ($self->TicketObj->QueueObj->Name ne "Q3")));
>

for the other non-perl people like me, the following works.

return (($self->TransactionObj->Type eq "Correspond") &&
(($self->TicketObj->QueueObj->Name ne "Q1") &&
($self->TicketObj->QueueObj->Name ne "Q2") &&
($self->TicketObj->QueueObj->Name ne "Q3")));


From slackamp at gmail.com  Wed Jun 16 15:31:52 2010
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 16 Jun 2010 15:31:52 -0400
Subject: [rt-users] ScripConditions is not being honored / owner not sent an
	e-mail
Message-ID: <AANLkTikR0YUveTskR6vG515YldXmYu7A0YtZxcC8_DW-@mail.gmail.com>

I have the following in my ScripConditions.


mysql> select * from ScripActions where id = 20\G;
*************************** 1. row ***************************
           id: 20
         Name: Notify Owners, Requestors, Ccs & Other Recipients
  Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
explicitly listed Ccs and Bccs
   ExecModule: Notify
     Argument: Owner,Requestor,Cc,OtherRecipients
      Creator: 1
      Created: 2009-05-14 09:52:07
LastUpdatedBy: 1
  LastUpdated: 2009-05-14 09:52:07
1 row in set (0.00 sec)

--------------------------------------
GROUP members:
bert
ernie


---------------------------------------
Scrip:

Condition: On Correspond
Action: Notify Owners, Requestors, Ccs & Other Recipients
Template: Notify-GROUP
Stage: TransactionCreate

---------------------------------------
Notify-GROUP template:

Bcc: {
  my $GroupName = 'GROUP';

  # instantiate a group object
  my $addGroupObj = RT::Group->new($RT::SystemUser);
  $addGroupObj->LoadUserDefinedGroup($GroupName);
  return undef unless $addGroupObj;
  my $addGroupMembersObj = $addGroupObj->UserMembersObj;

  my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
  my $RequestorEmailAddress = $Ticket->RequestorAddresses;

  my $res = '';
  # walk through members of group
  while ( my $userObj = $addGroupMembersObj->Next) {
      my $email = $userObj->EmailAddress;
      next unless $email; # email can be empty
      if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
"$RequestorEmailAddress" )) {
       $res .= ', ' if $res;
       $res .= $email;
	  }
  }
  $res;
}
RT-Attach-Message: yes

{$Transaction->Content()}

------------------------------------------
Ticket info:

Owner: grover
Requestors: bert
Cc: oscar


-----------------------------------------
Hit Reply on the web interface and grover is not listed "This message
will be sent to..."

I see only:

To: bert
Cc: oscar
Bcc: ernie




Am I missing anything or is RT not recognizing my ScripConditions?


From slackamp at gmail.com  Wed Jun 16 15:44:51 2010
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 16 Jun 2010 15:44:51 -0400
Subject: [rt-users] ScripConditions is not being honored / owner not
	sent an e-mail
In-Reply-To: <AANLkTikR0YUveTskR6vG515YldXmYu7A0YtZxcC8_DW-@mail.gmail.com>
References: <AANLkTikR0YUveTskR6vG515YldXmYu7A0YtZxcC8_DW-@mail.gmail.com>
Message-ID: <AANLkTik7Usf85NuFIgpe7WnRZsdUlj-TfypUGOsOtB_C@mail.gmail.com>

On Wed, Jun 16, 2010 at 3:31 PM, slamp slamp <slackamp at gmail.com> wrote:
> I have the following in my ScripConditions.
>
>
> mysql> select * from ScripActions where id = 20\G;
> *************************** 1. row ***************************
> ? ? ? ? ? id: 20
> ? ? ? ? Name: Notify Owners, Requestors, Ccs & Other Recipients
> ?Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
> explicitly listed Ccs and Bccs
> ? ExecModule: Notify
> ? ? Argument: Owner,Requestor,Cc,OtherRecipients
> ? ? ?Creator: 1
> ? ? ?Created: 2009-05-14 09:52:07
> LastUpdatedBy: 1
> ?LastUpdated: 2009-05-14 09:52:07
> 1 row in set (0.00 sec)
>
> --------------------------------------
> GROUP members:
> bert
> ernie
>
>
> ---------------------------------------
> Scrip:
>
> Condition: On Correspond
> Action: Notify Owners, Requestors, Ccs & Other Recipients
> Template: Notify-GROUP
> Stage: TransactionCreate
>
> ---------------------------------------
> Notify-GROUP template:
>
> Bcc: {
> ?my $GroupName = 'GROUP';
>
> ?# instantiate a group object
> ?my $addGroupObj = RT::Group->new($RT::SystemUser);
> ?$addGroupObj->LoadUserDefinedGroup($GroupName);
> ?return undef unless $addGroupObj;
> ?my $addGroupMembersObj = $addGroupObj->UserMembersObj;
>
> ?my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
> ?my $RequestorEmailAddress = $Ticket->RequestorAddresses;
>
> ?my $res = '';
> ?# walk through members of group
> ?while ( my $userObj = $addGroupMembersObj->Next) {
> ? ? ?my $email = $userObj->EmailAddress;
> ? ? ?next unless $email; # email can be empty
> ? ? ?if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
> "$RequestorEmailAddress" )) {
> ? ? ? $res .= ', ' if $res;
> ? ? ? $res .= $email;
> ? ? ? ? ?}
> ?}
> ?$res;
> }
> RT-Attach-Message: yes
>
> {$Transaction->Content()}
>
> ------------------------------------------
> Ticket info:
>
> Owner: grover
> Requestors: bert
> Cc: oscar
>
>
> -----------------------------------------
> Hit Reply on the web interface and grover is not listed "This message
> will be sent to..."
>
> I see only:
>
> To: bert
> Cc: oscar
> Bcc: ernie
>
>
>
>
> Am I missing anything or is RT not recognizing my ScripConditions?
>

If I flip the Action to Notify Owner and hit reply, I see grover
(owner) for the To field and ernie (GROUP member) for the Bcc field
which works as expected.


From slackamp at gmail.com  Wed Jun 16 15:46:18 2010
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 16 Jun 2010 15:46:18 -0400
Subject: [rt-users] ScripConditions is not being honored / owner not
	sent an e-mail
In-Reply-To: <AANLkTik7Usf85NuFIgpe7WnRZsdUlj-TfypUGOsOtB_C@mail.gmail.com>
References: <AANLkTikR0YUveTskR6vG515YldXmYu7A0YtZxcC8_DW-@mail.gmail.com>
	<AANLkTik7Usf85NuFIgpe7WnRZsdUlj-TfypUGOsOtB_C@mail.gmail.com>
Message-ID: <AANLkTikVkq6dT62OJl7jbcHfo48Xx9R0qUdq5N4I2gQv@mail.gmail.com>

On Wed, Jun 16, 2010 at 3:44 PM, slamp slamp <slackamp at gmail.com> wrote:
> On Wed, Jun 16, 2010 at 3:31 PM, slamp slamp <slackamp at gmail.com> wrote:
>> I have the following in my ScripConditions.
>>
>>
>> mysql> select * from ScripActions where id = 20\G;
>> *************************** 1. row ***************************
>> ? ? ? ? ? id: 20
>> ? ? ? ? Name: Notify Owners, Requestors, Ccs & Other Recipients
>> ?Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
>> explicitly listed Ccs and Bccs
>> ? ExecModule: Notify
>> ? ? Argument: Owner,Requestor,Cc,OtherRecipients
>> ? ? ?Creator: 1
>> ? ? ?Created: 2009-05-14 09:52:07
>> LastUpdatedBy: 1
>> ?LastUpdated: 2009-05-14 09:52:07
>> 1 row in set (0.00 sec)
>>
>> --------------------------------------
>> GROUP members:
>> bert
>> ernie
>>
>>
>> ---------------------------------------
>> Scrip:
>>
>> Condition: On Correspond
>> Action: Notify Owners, Requestors, Ccs & Other Recipients
>> Template: Notify-GROUP
>> Stage: TransactionCreate
>>
>> ---------------------------------------
>> Notify-GROUP template:
>>
>> Bcc: {
>> ?my $GroupName = 'GROUP';
>>
>> ?# instantiate a group object
>> ?my $addGroupObj = RT::Group->new($RT::SystemUser);
>> ?$addGroupObj->LoadUserDefinedGroup($GroupName);
>> ?return undef unless $addGroupObj;
>> ?my $addGroupMembersObj = $addGroupObj->UserMembersObj;
>>
>> ?my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
>> ?my $RequestorEmailAddress = $Ticket->RequestorAddresses;
>>
>> ?my $res = '';
>> ?# walk through members of group
>> ?while ( my $userObj = $addGroupMembersObj->Next) {
>> ? ? ?my $email = $userObj->EmailAddress;
>> ? ? ?next unless $email; # email can be empty
>> ? ? ?if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
>> "$RequestorEmailAddress" )) {
>> ? ? ? $res .= ', ' if $res;
>> ? ? ? $res .= $email;
>> ? ? ? ? ?}
>> ?}
>> ?$res;
>> }
>> RT-Attach-Message: yes
>>
>> {$Transaction->Content()}
>>
>> ------------------------------------------
>> Ticket info:
>>
>> Owner: grover
>> Requestors: bert
>> Cc: oscar
>>
>>
>> -----------------------------------------
>> Hit Reply on the web interface and grover is not listed "This message
>> will be sent to..."
>>
>> I see only:
>>
>> To: bert
>> Cc: oscar
>> Bcc: ernie
>>
>>
>>
>>
>> Am I missing anything or is RT not recognizing my ScripConditions?
>>
>
> If I flip the Action to Notify Owner and hit reply, I see grover
> (owner) for the To field and ernie (GROUP member) for the Bcc field
> which works as expected.
>

Forgot to mention I am running version 3.8.7 on CentOS 4.8.


From slackamp at gmail.com  Wed Jun 16 17:06:04 2010
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 16 Jun 2010 17:06:04 -0400
Subject: [rt-users] ScripConditions is not being honored / owner not
	sent an e-mail
In-Reply-To: <AANLkTikVkq6dT62OJl7jbcHfo48Xx9R0qUdq5N4I2gQv@mail.gmail.com>
References: <AANLkTikR0YUveTskR6vG515YldXmYu7A0YtZxcC8_DW-@mail.gmail.com>
	<AANLkTik7Usf85NuFIgpe7WnRZsdUlj-TfypUGOsOtB_C@mail.gmail.com>
	<AANLkTikVkq6dT62OJl7jbcHfo48Xx9R0qUdq5N4I2gQv@mail.gmail.com>
Message-ID: <AANLkTil8QrW0AZcad-8I8ubMdMrmaf5t6YES-WsQwWsI@mail.gmail.com>

On Wed, Jun 16, 2010 at 3:46 PM, slamp slamp <slackamp at gmail.com> wrote:
> On Wed, Jun 16, 2010 at 3:44 PM, slamp slamp <slackamp at gmail.com> wrote:
>> On Wed, Jun 16, 2010 at 3:31 PM, slamp slamp <slackamp at gmail.com> wrote:
>>> I have the following in my ScripConditions.
>>>
>>>
>>> mysql> select * from ScripActions where id = 20\G;
>>> *************************** 1. row ***************************
>>> ? ? ? ? ? id: 20
>>> ? ? ? ? Name: Notify Owners, Requestors, Ccs & Other Recipients
>>> ?Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
>>> explicitly listed Ccs and Bccs
>>> ? ExecModule: Notify
>>> ? ? Argument: Owner,Requestor,Cc,OtherRecipients
>>> ? ? ?Creator: 1
>>> ? ? ?Created: 2009-05-14 09:52:07
>>> LastUpdatedBy: 1
>>> ?LastUpdated: 2009-05-14 09:52:07
>>> 1 row in set (0.00 sec)
>>>
>>> --------------------------------------
>>> GROUP members:
>>> bert
>>> ernie
>>>
>>>
>>> ---------------------------------------
>>> Scrip:
>>>
>>> Condition: On Correspond
>>> Action: Notify Owners, Requestors, Ccs & Other Recipients
>>> Template: Notify-GROUP
>>> Stage: TransactionCreate
>>>
>>> ---------------------------------------
>>> Notify-GROUP template:
>>>
>>> Bcc: {
>>> ?my $GroupName = 'GROUP';
>>>
>>> ?# instantiate a group object
>>> ?my $addGroupObj = RT::Group->new($RT::SystemUser);
>>> ?$addGroupObj->LoadUserDefinedGroup($GroupName);
>>> ?return undef unless $addGroupObj;
>>> ?my $addGroupMembersObj = $addGroupObj->UserMembersObj;
>>>
>>> ?my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
>>> ?my $RequestorEmailAddress = $Ticket->RequestorAddresses;
>>>
>>> ?my $res = '';
>>> ?# walk through members of group
>>> ?while ( my $userObj = $addGroupMembersObj->Next) {
>>> ? ? ?my $email = $userObj->EmailAddress;
>>> ? ? ?next unless $email; # email can be empty
>>> ? ? ?if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
>>> "$RequestorEmailAddress" )) {
>>> ? ? ? $res .= ', ' if $res;
>>> ? ? ? $res .= $email;
>>> ? ? ? ? ?}
>>> ?}
>>> ?$res;
>>> }
>>> RT-Attach-Message: yes
>>>
>>> {$Transaction->Content()}
>>>
>>> ------------------------------------------
>>> Ticket info:
>>>
>>> Owner: grover
>>> Requestors: bert
>>> Cc: oscar
>>>
>>>
>>> -----------------------------------------
>>> Hit Reply on the web interface and grover is not listed "This message
>>> will be sent to..."
>>>
>>> I see only:
>>>
>>> To: bert
>>> Cc: oscar
>>> Bcc: ernie
>>>
>>>
>>>
>>>
>>> Am I missing anything or is RT not recognizing my ScripConditions?
>>>
>>
>> If I flip the Action to Notify Owner and hit reply, I see grover
>> (owner) for the To field and ernie (GROUP member) for the Bcc field
>> which works as expected.
>>
>
> Forgot to mention I am running version 3.8.7 on CentOS 4.8.
>

i think i got it. the template was taking over Bcc so i modified it to
include the owner. it works for me so here it is for anyone searching
the list.

Bcc: {
  my $GroupName = 'GROUP';

  # instantiate a group object
  my $addGroupObj = RT::Group->new($RT::SystemUser);
  $addGroupObj->LoadUserDefinedGroup($GroupName);
  return undef unless $addGroupObj;
  my $addGroupMembersObj = $addGroupObj->UserMembersObj;

  my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
  my $RequestorEmailAddress = $Ticket->RequestorAddresses;
  my $OwnerEmailAddress = $Ticket->OwnerObj->EmailAddress;

  my $res = "$OwnerEmailAddress";
  # walk through members of group
  while ( my $userObj = $addGroupMembersObj->Next) {
      my $email = $userObj->EmailAddress;
      next unless $email; # email can be empty
      if (( "$email" ne "$CorresponderEmailAddress" ) && ( "$email" ne
"$RequestorEmailAddress" )) {
       $res .= ', ' if $res;
       $res .= $email;
	  }
  }
  $res;
}
RT-Attach-Message: yes

{$Transaction->Content()}


From kfcrocker at lbl.gov  Wed Jun 16 18:09:02 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 16 Jun 2010 15:09:02 -0700
Subject: [rt-users] Requestor's CCs not sent correspondence
In-Reply-To: <AANLkTikMXmpP2KY3GkmJTIqGLE9NfVOISyshv-Hqi6T6@mail.gmail.com>
References: <AANLkTimCCkudxcr8Q7s61gGcM1fcQAfSOBHvOgiZqaQC@mail.gmail.com>
	<AANLkTim1vpS9bjq0xpUVA9TPBrTWsVYc56qzwvIOu_eb@mail.gmail.com>
	<AANLkTikMXmpP2KY3GkmJTIqGLE9NfVOISyshv-Hqi6T6@mail.gmail.com>
Message-ID: <AANLkTimqv0wce-SmWb77ZFbhYJ3FVRqo0KcRxPHM6awl@mail.gmail.com>

Alyssa,

When you read RT_Config.pm (which is the source for any override you want to
put in RT_SiteConfig.pm) you will see this option:

Set($ParseNewMessageForTicketCcs , undef);

You want to put this option in your RT_SiteConfig.pm file (/opt/rt3/etc/)
and set it to 1:

Set($ParseNewMessageForTicketCcs , 1);

The explanation provided by RT reads:

If <$ParseNewMessageForTicketCcs> is true, RT will attempt to divine
Ticket 'Cc' watchers from the To and Cc lines of incoming messages
Be forewarned that if you have _any_ addresses which forward mail to
RT automatically and you enable this option without modifying
<$RTAddressRegexp> below, you will get yourself into a heap of trouble.

This will be a *system-wide* option.

Hope this helps.

Kenn
LBNL


On Wed, Jun 16, 2010 at 1:01 PM, Alyssa Hardy <ahardy at legalonramp.com>wrote:

> Hi Kenneth,
>
> I think I'd have a support team mutiny if I made them add the cc's
> manually!
> So...
>
> 3) Turn on the RT config option that automatically adds any email Cc's to
>> the tickets as ticket Cc's.
>>
>> This is in  RT_SiteConfig.pm? What's the option to add?
>
> Thanks in advance!
> Alyssa
>
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From vadud3 at gmail.com  Wed Jun 16 22:10:29 2010
From: vadud3 at gmail.com (Asif Iqbal)
Date: Wed, 16 Jun 2010 22:10:29 -0400
Subject: [rt-users] E-mail reminders to owners of tickets
In-Reply-To: <20100616155426.GM595@jibsheet.com>
References: <AANLkTilaawC8UTduAB0M_pSCIC8oKH41qeDtvYc-A4L_@mail.gmail.com> 
	<4C11385D.2010709@cclsd.org>
	<AANLkTikVr2wquw9SgwRbbJB3gasc5c3Pe9bsPj-BEFHx@mail.gmail.com> 
	<20100616155426.GM595@jibsheet.com>
Message-ID: <AANLkTik96d7Dzmn1DVBo48m3r6aGbD_1_3wiHIgzgmPF@mail.gmail.com>

On Wed, Jun 16, 2010 at 11:54 AM, Kevin Falcone
<falcone at bestpractical.com> wrote:
> On Tue, Jun 15, 2010 at 04:13:14PM -0400, Asif Iqbal wrote:
>> On Thu, Jun 10, 2010 at 3:09 PM, spark at cclsd.org <spark at cclsd.org> wrote:
>> > Hi Max,
>> > I use a daily dashboard subscription that is emailed to me each morning,
>> > apprising me of all open tickets according to the search criteria set in the
>> > dashboard. Works pretty well
>>
>> I setup the same thing and I do not receive email. I am using RT 3.8.2. My email
>> works fine. I do not see any log in rt.log
>>
>> Set($LogToFileNamed , "rt.log"); ? ?#log to rt.log
>>
>> any idea how to debug this issue?
>>
>
> Did you set up the cron job specified in README which takes care of
> sending dashboards?

doh! no i did not. let me set that up real quick. thanks for the pointer.

>
> -kevin
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
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?


From manohar.r at glowtouch.com  Wed Jun 16 22:48:57 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Thu, 17 Jun 2010 08:18:57 +0530
Subject: [rt-users] Multiple mail id's for the RTAddressRegexp.
Message-ID: <B4AA4C29255F45868EE5962580256812@CPU445>

Hello,

 

 

Can I set multiple mail id's for the below mentioned settings to avoid
loopback in RT?

 

Set($RTAddressRegexp , '^xxx\@yyy.com$');

 

If yes how can I proceed?

 

Thanks

Manohar

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From nordik24 at gmail.com  Thu Jun 17 04:22:36 2010
From: nordik24 at gmail.com (nordik24)
Date: Thu, 17 Jun 2010 01:22:36 -0700 (PDT)
Subject: [rt-users] create ticket via email
In-Reply-To: <AANLkTimdRr00k28Gv-n4oIF6g2ssliIjgVs_u3BiG3Vz@mail.gmail.com>
References: <28888937.post@talk.nabble.com>
	<72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>
	<AANLkTikxOgawqrGq-o8E6cjnFCySZG4M6nRrcaqTrQjx@mail.gmail.com>
	<28899910.post@talk.nabble.com>
	<AANLkTimdRr00k28Gv-n4oIF6g2ssliIjgVs_u3BiG3Vz@mail.gmail.com>
Message-ID: <28911683.post@talk.nabble.com>


i have installed CommandByMail but when i add
Set(@Plugins,(qw(RT::Extension::CommandByMail))) i get a 500 error on my
server and cant do anything, dont know why this happens
i followed this install README
http://kobesearch.cpan.org/htdocs/RT-Extension-CommandByMail/INSTALL.html



Kenneth Crocker wrote:
> 
> nordik,
> 
> We just installed 3.8.7 and we had to install CommandByMail separately,
> along with adding it to the plugins. That's no problem and it works well.
> There are some readme instructions for how to use it, but basically, the
> command lines are "CF{name of CF}: value" (minus the quotes, of course). I
> ran into a problem with a "text" CF, or more accurately, ran into a
> problem
> with my email editor. Our email editor adds a newline delimiter when it
> does
> a wrap on content and CBM stops loading the value of a CF the moment it
> see
> a newline delimiter. So, when I enter more than 58 to 60 charaters (the
> point at which the email editor adds a newline delimiter), the rest gets
> dropped. So, keep that in mind.
> 
> Good luck.
> 
> Kenn
> LBNL
> 
> On Wed, Jun 16, 2010 at 1:00 AM, nordik24 <nordik24 at gmail.com> wrote:
> 
>>
>> i use rt 3.8 so it is there by default but i havent configured it, maybe
>> thats whats missing
>> if i get it to work with the extension:CommandByMail how should i type so
>> that my custom fields are filled correctly ??
>>
>>
>> Kenneth Crocker wrote:
>> >
>> > Jim,
>> >
>> > You DO have CommandByMail installed, yes?
>> >
>> > Kenn
>> > LBNL
>> >
>> > On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
>> > <Jim.Tambling at datatote.co.uk>wrote:
>> >
>> >> Hi,
>> >>
>> >> I found that when using email to create a ticket, unless it is sent in
>> >> plain text the CF fields are not parsed correctly.
>> >>
>> >> Hope this helps, Jim
>> >>
>> >> -----Original Message-----
>> >> From: rt-users-bounces at lists.bestpractical.com
>> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
>> nordik24
>> >> Sent: 15 June 2010 13:12
>> >> To: rt-users at lists.bestpractical.com
>> >> Subject: [rt-users] create ticket via email
>> >>
>> >>
>> >>
>> >> hi
>> >>
>> >> im able to create a ticket by sending an email but i dont know how to
>> >> fill the other fields apart from "Subject". I have 4 custom fields
>> that
>> >> i want to fill when i send the mail
>> >>
>> >> i use a php form to send the mails and i tried to put the custom field
>> >> in the header to see if it works by typing "CF.{<custom field
>> >> name>}=<value>" but nothing happens
>> >>
>> >> i hope someone knows how to do it
>> >>
>> >>
>> >> --
>> >> View this message in context:
>> >> http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
>> >> Sent from the Request Tracker - User mailing list archive at
>> Nabble.com.
>> >>
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy
>> >> a copy at http://rtbook.bestpractical.com
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28899910.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28911683.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From wolfram.huettermann at desy.de  Thu Jun 17 04:38:12 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Thu, 17 Jun 2010 10:38:12 +0200
Subject: [rt-users] Hashes in Collectionlist for Users
Message-ID: <4C19DEF4.90701@desy.de>

Hello out there,

in Admin/Users/index.html (surely on the local-path), in the 
<%init%>-part I implemented a hash which looks like that:

my %NumHash = (21 => "foo",
                23 => "bar",
               25 => "entry",
               29 => "exit");
It is for sure that $NumHash{21} displays foo, for instance.

I want to get a list with the following entries:

#       RealName            NumHash
13      Obama, Barack   
21      Reagan, Ronald      foo
23      Clinton, Bill       bar
25      Nixon, Richard      entry
29      Washington, George  exit

I do not think that $NumHash{__id__}  works if I implement it in the 
format string of my collection list. What can I do else?  


Thanks in advance.

Wolfram H?ttermann
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From cloos at netcologne.de  Thu Jun 17 06:37:15 2010
From: cloos at netcologne.de (Christian Loos)
Date: Thu, 17 Jun 2010 12:37:15 +0200
Subject: [rt-users] How do I exclude a global scrip for specific queues
In-Reply-To: <AANLkTik3q6mpfeufGCh3OJExmfEQG_FaePhgEcPSpaz-@mail.gmail.com>
References: <AANLkTik6TgHYlPinXufMt8Tt7Ca0nH5EJewgqVY-cfyn@mail.gmail.com>	<AANLkTinv5DTSUDiG_emWPl2wTYyZuZqTId3gdY6AySvX@mail.gmail.com>
	<AANLkTik3q6mpfeufGCh3OJExmfEQG_FaePhgEcPSpaz-@mail.gmail.com>
Message-ID: <4C19FADB.2070806@netcologne.de>

This is my way:

my @QueueList = qw(Q1 Q2);
my $qname = $self->TicketObj->QueueObj->Name;
return 0 if grep /$qname/, @QueueList;
return 1;

Chris

Am 16.06.2010 18:28, schrieb slamp slamp:
> On Tue, Jun 15, 2010 at 5:31 PM, slamp slamp <slackamp at gmail.com> wrote:
>> On Tue, Jun 15, 2010 at 5:28 PM, slamp slamp <slackamp at gmail.com> wrote:
>>> I have a global scrip
>>>
>>> Condition: User defined
>>> Action: Notify All
>>>
>>> I have this in my custom condition:
>>>
>>> return (($self->TransactionObj->Type eq "Correspond") &&
>>> ($self->TicketObj->QueueObj->Name ne "Q1"));
>>> return (($self->TransactionObj->Type eq "Correspond") &&
>>> ($self->TicketObj->QueueObj->Name ne "Q2"));
>>> return (($self->TransactionObj->Type eq "Correspond") &&
>>> ($self->TicketObj->QueueObj->Name ne "Q3"));
>>>
>>> Scrip is not executed when the queue is Q1, however it is executed
>>> when the queue is either Q2 or Q3. I think I need to somehow combine
>>> the logic but i am not much of a perl guy.
>>>
>>> Any help is appreciated.
>>>
>>
>> Would something like this work?
>>
>> return (($self->TransactionObj->Type eq "Correspond") &&
>> (($self->TicketObj->QueueObj->Name ne "Q1") ||
>> ($self->TicketObj->QueueObj->Name ne "Q2") ||
>> ($self->TicketObj->QueueObj->Name ne "Q3")));
>>
> 
> for the other non-perl people like me, the following works.
> 
> return (($self->TransactionObj->Type eq "Correspond") &&
> (($self->TicketObj->QueueObj->Name ne "Q1") &&
> ($self->TicketObj->QueueObj->Name ne "Q2") &&
> ($self->TicketObj->QueueObj->Name ne "Q3")));
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 



From borngunners at aol.com  Thu Jun 17 08:59:33 2010
From: borngunners at aol.com (borngunners at aol.com)
Date: Thu, 17 Jun 2010 08:59:33 -0400 (EDT)
Subject: [rt-users] RT Theme
Message-ID: <8CCDC3410E1D1A5-126C-AA78@webmail-d097.sysops.aol.com>


 

 I will like to change the team of my RT but I don't know how to go about it. Can someone lead me to the path of the web theme and what to do in changing the theme to my own customizable css. I have RT 3.8.8 on Ubuntu 9

thanks,



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From ktm at rice.edu  Thu Jun 17 09:05:42 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 17 Jun 2010 08:05:42 -0500
Subject: [rt-users] RT Theme
In-Reply-To: <8CCDC3410E1D1A5-126C-AA78@webmail-d097.sysops.aol.com>
References: <8CCDC3410E1D1A5-126C-AA78@webmail-d097.sysops.aol.com>
Message-ID: <20100617130542.GR23529@aart.is.rice.edu>

On Thu, Jun 17, 2010 at 08:59:33AM -0400, borngunners at aol.com wrote:
> 
>  
> 
>  I will like to change the team of my RT but I don't know how to go about it. Can someone lead me to the path of the web theme and what to do in changing the theme to my own customizable css. I have RT 3.8.8 on Ubuntu 9
> 
> thanks,
> 

I think you will need to take a look at the existing *.css files
included with RT and develop your own from there. You should probably
also read the information in the wiki on cleanly customizing RT. From
your question, it sounds like you will have a steep learning curve to
make your change. Good luck.

Regards,
Ken


From aj.ferrigno at gmail.com  Thu Jun 17 09:14:25 2010
From: aj.ferrigno at gmail.com (AJ Ferrigno)
Date: Thu, 17 Jun 2010 09:14:25 -0400
Subject: [rt-users] Some Implementation Questions
Message-ID: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>

Hello,

We have just installed RT and are trying to roll it out to our
internal folks. At a demo yesterday, some of our senior members had a
number of questions about RT's capabilities. I was able to answer some
based on research, but here are a couple outstanding ones I couldn't
answer. Does anyone here know answers to some of these questions?

1.) We'd like to keep users who create tickets from being able to
assign those tickets an owner. (The owner would be assigned either
automatically via Scrips or manually via a separate queue manager.) I
understand that the "Modify Ticket" priv keeps users from changing an
existing ticket's owner, but it still seems to allow a user to create
a ticket and immediately assign that new ticket an owner on the same
screen. Is there a way we can remove that capability, or maybe even
remove that owner drop-down from the new ticket display altogether?

2.) Is there any way to include screenshots (or other images) in the
ticket body? I see there is a multitude of options for rich text
display, including a "paste from Word" but I don't see anything about
images. When pasting an image from Word, it just shows up blank,
although the blank image is the correct size. It looks like it's
trying real hard to make it work. Is this something that is being
worked on, or is it technically not feasible?

3.) I see the group priv "Create Group Dashboard" but I don't see how
one actually does create a Group Dashboard (as opposed to a personal
or System dashboard). I can't find anything in the interface. Googling
this feature yields nothing. Dashboads aren't in the RT Essentials
book at all. Is there any reference out there for configuring Group
Dashboards specifically?

Thanks in advance,
AJ


From falcone at bestpractical.com  Thu Jun 17 10:39:40 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Jun 2010 10:39:40 -0400
Subject: [rt-users] Multiple mail id's for the RTAddressRegexp.
In-Reply-To: <B4AA4C29255F45868EE5962580256812@CPU445>
References: <B4AA4C29255F45868EE5962580256812@CPU445>
Message-ID: <20100617143939.GA512@jibsheet.com>

On Thu, Jun 17, 2010 at 08:18:57AM +0530, H Manohar Rayker wrote:
> 
>    Can I set multiple mail id's for the below mentioned settings to avoid loopback in RT?
> 
>    Set($RTAddressRegexp , '^xxx\@yyy.com$');
> 
>    If yes how can I proceed?

It is just a perl regexp, so yes.  You can read more about them by
checking perldoc perlre or googling 'perl regexp'.

'^(?:foo at example\.com|baz at example\.com)$'

-kevin
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From falcone at bestpractical.com  Thu Jun 17 10:40:18 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Jun 2010 10:40:18 -0400
Subject: [rt-users] create ticket via email
In-Reply-To: <28911683.post@talk.nabble.com>
References: <28888937.post@talk.nabble.com>
	<72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>
	<AANLkTikxOgawqrGq-o8E6cjnFCySZG4M6nRrcaqTrQjx@mail.gmail.com>
	<28899910.post@talk.nabble.com>
	<AANLkTimdRr00k28Gv-n4oIF6g2ssliIjgVs_u3BiG3Vz@mail.gmail.com>
	<28911683.post@talk.nabble.com>
Message-ID: <20100617144018.GB512@jibsheet.com>

On Thu, Jun 17, 2010 at 01:22:36AM -0700, nordik24 wrote:
> 
> i have installed CommandByMail but when i add
> Set(@Plugins,(qw(RT::Extension::CommandByMail))) i get a 500 error on my
> server and cant do anything, dont know why this happens
> i followed this install README
> http://kobesearch.cpan.org/htdocs/RT-Extension-CommandByMail/INSTALL.html

You really need to post apache error logs.  Since you got a 500 there
will be something.

-kevin

> Kenneth Crocker wrote:
> > 
> > nordik,
> > 
> > We just installed 3.8.7 and we had to install CommandByMail separately,
> > along with adding it to the plugins. That's no problem and it works well.
> > There are some readme instructions for how to use it, but basically, the
> > command lines are "CF{name of CF}: value" (minus the quotes, of course). I
> > ran into a problem with a "text" CF, or more accurately, ran into a
> > problem
> > with my email editor. Our email editor adds a newline delimiter when it
> > does
> > a wrap on content and CBM stops loading the value of a CF the moment it
> > see
> > a newline delimiter. So, when I enter more than 58 to 60 charaters (the
> > point at which the email editor adds a newline delimiter), the rest gets
> > dropped. So, keep that in mind.
> > 
> > Good luck.
> > 
> > Kenn
> > LBNL
> > 
> > On Wed, Jun 16, 2010 at 1:00 AM, nordik24 <nordik24 at gmail.com> wrote:
> > 
> >>
> >> i use rt 3.8 so it is there by default but i havent configured it, maybe
> >> thats whats missing
> >> if i get it to work with the extension:CommandByMail how should i type so
> >> that my custom fields are filled correctly ??
> >>
> >>
> >> Kenneth Crocker wrote:
> >> >
> >> > Jim,
> >> >
> >> > You DO have CommandByMail installed, yes?
> >> >
> >> > Kenn
> >> > LBNL
> >> >
> >> > On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
> >> > <Jim.Tambling at datatote.co.uk>wrote:
> >> >
> >> >> Hi,
> >> >>
> >> >> I found that when using email to create a ticket, unless it is sent in
> >> >> plain text the CF fields are not parsed correctly.
> >> >>
> >> >> Hope this helps, Jim
> >> >>
> >> >> -----Original Message-----
> >> >> From: rt-users-bounces at lists.bestpractical.com
> >> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> >> nordik24
> >> >> Sent: 15 June 2010 13:12
> >> >> To: rt-users at lists.bestpractical.com
> >> >> Subject: [rt-users] create ticket via email
> >> >>
> >> >>
> >> >>
> >> >> hi
> >> >>
> >> >> im able to create a ticket by sending an email but i dont know how to
> >> >> fill the other fields apart from "Subject". I have 4 custom fields
> >> that
> >> >> i want to fill when i send the mail
> >> >>
> >> >> i use a php form to send the mails and i tried to put the custom field
> >> >> in the header to see if it works by typing "CF.{<custom field
> >> >> name>}=<value>" but nothing happens
> >> >>
> >> >> i hope someone knows how to do it
> >> >>
> >> >>
> >> >> --
> >> >> View this message in context:
> >> >> http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
> >> >> Sent from the Request Tracker - User mailing list archive at
> >> Nabble.com.
> >> >>
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy
> >> >> a copy at http://rtbook.bestpractical.com
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> >> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28899910.html
> >> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28911683.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 Jun 17 10:46:58 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 17 Jun 2010 07:46:58 -0700
Subject: [rt-users] create ticket via email
In-Reply-To: <28911683.post@talk.nabble.com>
References: <28888937.post@talk.nabble.com>
	<72D9E13A8FC8994794D448E91198AE0701C89C93@mail.sys.internal>
	<AANLkTikxOgawqrGq-o8E6cjnFCySZG4M6nRrcaqTrQjx@mail.gmail.com>
	<28899910.post@talk.nabble.com>
	<AANLkTimdRr00k28Gv-n4oIF6g2ssliIjgVs_u3BiG3Vz@mail.gmail.com>
	<28911683.post@talk.nabble.com>
Message-ID: <AANLkTilxQ5TCpBOFVbkBDygqQqR7lZoMk0xZj43cMXZE@mail.gmail.com>

nordik,

Are you sure there wasn't an instruction to do this?:

*Set(@MailPlugins, (qw(Auth::MailFrom Filter::TakeAction)));

*Your Mail plugin needs to have *Filter::TaksAction *in it.*

Try that.

Kenn
LBNL
*
On Thu, Jun 17, 2010 at 1:22 AM, nordik24 <nordik24 at gmail.com> wrote:

>
> i have installed CommandByMail but when i add
> Set(@Plugins,(qw(RT::Extension::CommandByMail))) i get a 500 error on my
> server and cant do anything, dont know why this happens
> i followed this install README
> http://kobesearch.cpan.org/htdocs/RT-Extension-CommandByMail/INSTALL.html
>
>
>
> Kenneth Crocker wrote:
> >
> > nordik,
> >
> > We just installed 3.8.7 and we had to install CommandByMail separately,
> > along with adding it to the plugins. That's no problem and it works well.
> > There are some readme instructions for how to use it, but basically, the
> > command lines are "CF{name of CF}: value" (minus the quotes, of course).
> I
> > ran into a problem with a "text" CF, or more accurately, ran into a
> > problem
> > with my email editor. Our email editor adds a newline delimiter when it
> > does
> > a wrap on content and CBM stops loading the value of a CF the moment it
> > see
> > a newline delimiter. So, when I enter more than 58 to 60 charaters (the
> > point at which the email editor adds a newline delimiter), the rest gets
> > dropped. So, keep that in mind.
> >
> > Good luck.
> >
> > Kenn
> > LBNL
> >
> > On Wed, Jun 16, 2010 at 1:00 AM, nordik24 <nordik24 at gmail.com> wrote:
> >
> >>
> >> i use rt 3.8 so it is there by default but i havent configured it, maybe
> >> thats whats missing
> >> if i get it to work with the extension:CommandByMail how should i type
> so
> >> that my custom fields are filled correctly ??
> >>
> >>
> >> Kenneth Crocker wrote:
> >> >
> >> > Jim,
> >> >
> >> > You DO have CommandByMail installed, yes?
> >> >
> >> > Kenn
> >> > LBNL
> >> >
> >> > On Tue, Jun 15, 2010 at 2:29 PM, Jim Tambling
> >> > <Jim.Tambling at datatote.co.uk>wrote:
> >> >
> >> >> Hi,
> >> >>
> >> >> I found that when using email to create a ticket, unless it is sent
> in
> >> >> plain text the CF fields are not parsed correctly.
> >> >>
> >> >> Hope this helps, Jim
> >> >>
> >> >> -----Original Message-----
> >> >> From: rt-users-bounces at lists.bestpractical.com
> >> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> >> nordik24
> >> >> Sent: 15 June 2010 13:12
> >> >> To: rt-users at lists.bestpractical.com
> >> >> Subject: [rt-users] create ticket via email
> >> >>
> >> >>
> >> >>
> >> >> hi
> >> >>
> >> >> im able to create a ticket by sending an email but i dont know how to
> >> >> fill the other fields apart from "Subject". I have 4 custom fields
> >> that
> >> >> i want to fill when i send the mail
> >> >>
> >> >> i use a php form to send the mails and i tried to put the custom
> field
> >> >> in the header to see if it works by typing "CF.{<custom field
> >> >> name>}=<value>" but nothing happens
> >> >>
> >> >> i hope someone knows how to do it
> >> >>
> >> >>
> >> >> --
> >> >> View this message in context:
> >> >>
> http://old.nabble.com/create-ticket-via-email-tp28888937p28888937.html
> >> >> Sent from the Request Tracker - User mailing list archive at
> >> Nabble.com.
> >> >>
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy
> >> >> a copy at http://rtbook.bestpractical.com
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> >> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28899910.html
> >> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.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://old.nabble.com/create-ticket-via-email-tp28888937p28911683.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 falcone at bestpractical.com  Thu Jun 17 10:52:29 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 17 Jun 2010 10:52:29 -0400
Subject: [rt-users] Hashes in Collectionlist for Users
In-Reply-To: <4C19DEF4.90701@desy.de>
References: <4C19DEF4.90701@desy.de>
Message-ID: <20100617145229.GC512@jibsheet.com>

On Thu, Jun 17, 2010 at 10:38:12AM +0200, Wolfram Huettermann wrote:
>    Hello out there,
> 
>    in Admin/Users/index.html (surely on the local-path), in the <%init%>-part I implemented a
>    hash which looks like that:
> 
>    my %NumHash = (21 => "foo",
>                    23 => "bar",
>                   25 => "entry",
>                   29 => "exit");
>    It is for sure that $NumHash{21} displays foo, for instance.
> 
>    I want to get a list with the following entries:
>    #       RealName            NumHash
>    13      Obama, Barack
>    21      Reagan, Ronald      foo
>    23      Clinton, Bill       bar
>    25      Nixon, Richard      entry
>    29      Washington, George  exit
> 
>    I do not think that $NumHash{__id__}  works if I implement it in the format string of my
>    collection list. What can I do else?

You really want to use a callback from RT__User/ColumnMap to add a
NumHash type that uses the passed $User object to lookup and return
what you want.  If you're on 3.8.8 you get to configure the format
used on the User admin page from your RT_SiteConfig

-kevin
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From kfcrocker at lbl.gov  Thu Jun 17 10:56:32 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 17 Jun 2010 07:56:32 -0700
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
Message-ID: <AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>

AJ,

Yes, yes, and yes.

!) there are a number of ways to do this. You can modify the tickete create
html file to drop owners from the display OR simply write a global scrip to
force "Nobody" into the Owner field (a more simple answer).

2) Not much experience with it, but I believe so. I think I have a few users
thathave done that. I'll check it out.

3) You can set rights for Group Dashboards by goin to
Configuration->Group-=>FroupRights, There you will see all the rights
associated with Group Dashboards.

If you have anymore questions, I'd be happy to help you out.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:

> Hello,
>
> We have just installed RT and are trying to roll it out to our
> internal folks. At a demo yesterday, some of our senior members had a
> number of questions about RT's capabilities. I was able to answer some
> based on research, but here are a couple outstanding ones I couldn't
> answer. Does anyone here know answers to some of these questions?
>
> 1.) We'd like to keep users who create tickets from being able to
> assign those tickets an owner. (The owner would be assigned either
> automatically via Scrips or manually via a separate queue manager.) I
> understand that the "Modify Ticket" priv keeps users from changing an
> existing ticket's owner, but it still seems to allow a user to create
> a ticket and immediately assign that new ticket an owner on the same
> screen. Is there a way we can remove that capability, or maybe even
> remove that owner drop-down from the new ticket display altogether?
>
> 2.) Is there any way to include screenshots (or other images) in the
> ticket body? I see there is a multitude of options for rich text
> display, including a "paste from Word" but I don't see anything about
> images. When pasting an image from Word, it just shows up blank,
> although the blank image is the correct size. It looks like it's
> trying real hard to make it work. Is this something that is being
> worked on, or is it technically not feasible?
>
> 3.) I see the group priv "Create Group Dashboard" but I don't see how
> one actually does create a Group Dashboard (as opposed to a personal
> or System dashboard). I can't find anything in the interface. Googling
> this feature yields nothing. Dashboads aren't in the RT Essentials
> book at all. Is there any reference out there for configuring Group
> Dashboards specifically?
>
> Thanks in advance,
> AJ
>
> 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 raph_adou at yahoo.fr  Thu Jun 17 11:22:47 2010
From: raph_adou at yahoo.fr (=?iso-8859-1?Q?Rapha=EBl_Adou?=)
Date: Thu, 17 Jun 2010 15:22:47 +0000 (GMT)
Subject: [rt-users] Redirection from HTTPS to HTTP
Message-ID: <923963.96539.qm@web26608.mail.ukl.yahoo.com>

Hi all,

I'm using RT version 3.8.8-1 on a debian squeeze server.
I installed Apache 2.2.15-5  as webserver with RT's apache2-modperl2.conf

This is the content of my virtual host file.

<VirtualHost *:443>
        ServerAdmin webmaster at myserver.domain
        ServerName myserver.domain
        Include /etc/request-tracker3.8/apache2-modperl2.conf
</VirtualHost>

I connect to RT by link https://myserver.domain/rt because I left /etc/request-tracker3.8/apache2-modperl2.conf unchanged.

The issue I face is that everytime I submit a form for changing a ticket's status for example, I'm redirecting tohttp (http://myserver.domain/rt/......  ) protocol so I cannot see the result of the operation.
I don't know why.

Can you help me to fix this please ?
Thanks in advance.



      
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From jpierce at cambridgeenergyalliance.org  Thu Jun 17 11:24:56 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 17 Jun 2010 11:24:56 -0400
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
Message-ID: <AANLkTingsDLASObRYeXi1GeUmmjHt54gtkXCursbB-mF@mail.gmail.com>

> 2.) Is there any way to include screenshots (or other images) in the
> ticket body? I see there is a multitude of options for rich text
> display, including a "paste from Word" but I don't see anything about
Just upload the image as an attachment.


From aj.ferrigno at gmail.com  Thu Jun 17 11:46:24 2010
From: aj.ferrigno at gmail.com (AJ Ferrigno)
Date: Thu, 17 Jun 2010 11:46:24 -0400
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
	<AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
Message-ID: <AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>

Kenneth, thanks for your help.

I know there are the Group Rights for the Group Dashboard. I am
logging in as root, which has access to everything in the Global ->
Group Rights section (which looks to be the same as the Groups-> Group
Rights section). I still don't see where to go to create that Group
Dashboard once I have those rights. I can create a personal or System
dashboard, but not a Group one. Where is the option for this?

Jarrad,

>> 2.) Is there any way to include screenshots (or other images) in the
>> ticket body? I see there is a multitude of options for rich text
>> display, including a "paste from Word" but I don't see anything about
>Just upload the image as an attachment.

I know we can upload attachments, this would be fine for me
personally, but the bigwigs just want to copy and paste directly into
the body like they can with e-mail. Pasting into a file (which,
knowing them, would be Word), saving it, then attaching it to the
ticket is "too much work" and honestly I wouldn't want them to do it
that way anyway. Technically speaking, maybe it would be a nice
enhancement to automatically convert rich text images into
attachments, the same way RT handles <img/> tags in HTML e-mail. Is
this possible?

Thanks again,
AJ

On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> AJ,
>
> Yes, yes, and yes.
>
> !) there are a number of ways to do this. You can modify the tickete create
> html file to drop owners from the display OR simply write a global scrip to
> force "Nobody" into the Owner field (a more simple answer).
>
> 2) Not much experience with it, but I believe so. I think I have a few users
> thathave done that. I'll check it out.
>
> 3) You can set rights for Group Dashboards by goin to
> Configuration->Group-=>FroupRights, There you will see all the rights
> associated with Group Dashboards.
>
> If you have anymore questions, I'd be happy to help you out.
>
> Hope this helps.
>
> Kenn
> LBNL
>
> On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:
>>
>> Hello,
>>
>> We have just installed RT and are trying to roll it out to our
>> internal folks. At a demo yesterday, some of our senior members had a
>> number of questions about RT's capabilities. I was able to answer some
>> based on research, but here are a couple outstanding ones I couldn't
>> answer. Does anyone here know answers to some of these questions?
>>
>> 1.) We'd like to keep users who create tickets from being able to
>> assign those tickets an owner. (The owner would be assigned either
>> automatically via Scrips or manually via a separate queue manager.) I
>> understand that the "Modify Ticket" priv keeps users from changing an
>> existing ticket's owner, but it still seems to allow a user to create
>> a ticket and immediately assign that new ticket an owner on the same
>> screen. Is there a way we can remove that capability, or maybe even
>> remove that owner drop-down from the new ticket display altogether?
>>
>> 2.) Is there any way to include screenshots (or other images) in the
>> ticket body? I see there is a multitude of options for rich text
>> display, including a "paste from Word" but I don't see anything about
>> images. When pasting an image from Word, it just shows up blank,
>> although the blank image is the correct size. It looks like it's
>> trying real hard to make it work. Is this something that is being
>> worked on, or is it technically not feasible?
>>
>> 3.) I see the group priv "Create Group Dashboard" but I don't see how
>> one actually does create a Group Dashboard (as opposed to a personal
>> or System dashboard). I can't find anything in the interface. Googling
>> this feature yields nothing. Dashboads aren't in the RT Essentials
>> book at all. Is there any reference out there for configuring Group
>> Dashboards specifically?
>>
>> Thanks in advance,
>> AJ
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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 Jun 17 11:59:34 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 17 Jun 2010 11:59:34 -0400
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
	<AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
	<AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
Message-ID: <AANLkTilVTlPqlwn4FTtXcti7FghAjECqiIt3RzT_Xx7N@mail.gmail.com>

>>> 2.) Is there any way to include screenshots (or other images) in the
>>> ticket body? I see there is a multitude of options for rich text
>>> display, including a "paste from Word" but I don't see anything about
>>Just upload the image as an attachment.
>
> I know we can upload attachments, this would be fine for me
> personally, but the bigwigs just want to copy and paste directly into
> the body like they can with e-mail. Pasting into a file (which,
If they want "like email," then why don't they just send an email?
If the bigwigs are not so technically adept, why expose them to
the intricacies of the web interface?


From kfcrocker at lbl.gov  Thu Jun 17 13:01:45 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 17 Jun 2010 10:01:45 -0700
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
	<AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
	<AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
Message-ID: <AANLkTimAKTJaERnMaHggT2tyol4dNoswpfjhu9ZVWtSs@mail.gmail.com>

AJ,

It works just like saved searches. You have to be a member of a specific
group in order to save a dashboard for the group. Just like you have to be a
member of a group to save a search for that group.

When you create a new dashboard, there is a drop-down selection for where
you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
you don't see anything except "My Dashboards", then you aren't a member of a
group, which is odd by itself. I truly hope you are not granting rights to
individuals. I hope you are only granting rights to groups and adding
members to those groups. Unless you only have a few users, the rights
maintenance for every individual user will be horrendous. Just a thought.

Kenn
LBNL

On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:

> Kenneth, thanks for your help.
>
> I know there are the Group Rights for the Group Dashboard. I am
> logging in as root, which has access to everything in the Global ->
> Group Rights section (which looks to be the same as the Groups-> Group
> Rights section). I still don't see where to go to create that Group
> Dashboard once I have those rights. I can create a personal or System
> dashboard, but not a Group one. Where is the option for this?
>
> Jarrad,
>
> >> 2.) Is there any way to include screenshots (or other images) in the
> >> ticket body? I see there is a multitude of options for rich text
> >> display, including a "paste from Word" but I don't see anything about
> >Just upload the image as an attachment.
>
> I know we can upload attachments, this would be fine for me
> personally, but the bigwigs just want to copy and paste directly into
> the body like they can with e-mail. Pasting into a file (which,
> knowing them, would be Word), saving it, then attaching it to the
> ticket is "too much work" and honestly I wouldn't want them to do it
> that way anyway. Technically speaking, maybe it would be a nice
> enhancement to automatically convert rich text images into
> attachments, the same way RT handles <img/> tags in HTML e-mail. Is
> this possible?
>
> Thanks again,
> AJ
>
> On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> > AJ,
> >
> > Yes, yes, and yes.
> >
> > !) there are a number of ways to do this. You can modify the tickete
> create
> > html file to drop owners from the display OR simply write a global scrip
> to
> > force "Nobody" into the Owner field (a more simple answer).
> >
> > 2) Not much experience with it, but I believe so. I think I have a few
> users
> > thathave done that. I'll check it out.
> >
> > 3) You can set rights for Group Dashboards by goin to
> > Configuration->Group-=>FroupRights, There you will see all the rights
> > associated with Group Dashboards.
> >
> > If you have anymore questions, I'd be happy to help you out.
> >
> > Hope this helps.
> >
> > Kenn
> > LBNL
> >
> > On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno <aj.ferrigno at gmail.com>
> wrote:
> >>
> >> Hello,
> >>
> >> We have just installed RT and are trying to roll it out to our
> >> internal folks. At a demo yesterday, some of our senior members had a
> >> number of questions about RT's capabilities. I was able to answer some
> >> based on research, but here are a couple outstanding ones I couldn't
> >> answer. Does anyone here know answers to some of these questions?
> >>
> >> 1.) We'd like to keep users who create tickets from being able to
> >> assign those tickets an owner. (The owner would be assigned either
> >> automatically via Scrips or manually via a separate queue manager.) I
> >> understand that the "Modify Ticket" priv keeps users from changing an
> >> existing ticket's owner, but it still seems to allow a user to create
> >> a ticket and immediately assign that new ticket an owner on the same
> >> screen. Is there a way we can remove that capability, or maybe even
> >> remove that owner drop-down from the new ticket display altogether?
> >>
> >> 2.) Is there any way to include screenshots (or other images) in the
> >> ticket body? I see there is a multitude of options for rich text
> >> display, including a "paste from Word" but I don't see anything about
> >> images. When pasting an image from Word, it just shows up blank,
> >> although the blank image is the correct size. It looks like it's
> >> trying real hard to make it work. Is this something that is being
> >> worked on, or is it technically not feasible?
> >>
> >> 3.) I see the group priv "Create Group Dashboard" but I don't see how
> >> one actually does create a Group Dashboard (as opposed to a personal
> >> or System dashboard). I can't find anything in the interface. Googling
> >> this feature yields nothing. Dashboads aren't in the RT Essentials
> >> book at all. Is there any reference out there for configuring Group
> >> Dashboards specifically?
> >>
> >> Thanks in advance,
> >> AJ
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.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 proosakos at yahoo.com  Thu Jun 17 13:17:15 2010
From: proosakos at yahoo.com (Peter Roosakos)
Date: Thu, 17 Jun 2010 10:17:15 -0700
Subject: [rt-users] Read User Custom Field of Ticket Originator
Message-ID: <003501cb0e40$ef138200$cd3a8600$@com>

I was curious if anyone could point me to sample code snippet that would
allow me to retrieve the value of a user custom field associated with the
original requestor/originator of a ticket generated from an incoming email,
from within a Scrip.  The ultimate goal is, on create of a new ticket in the
queue associated with email generated tickets, inspect a custom field for
the requestor of that ticket, and move the ticket to another queue based on
the value of the requestor's custom field. I have found lots of examples to
read values of custom fields associated directly with the ticket, but not
user custom fields associated with the original requestor.  

 

Thanks,

 

Peter

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From aj.ferrigno at gmail.com  Thu Jun 17 14:36:43 2010
From: aj.ferrigno at gmail.com (AJ Ferrigno)
Date: Thu, 17 Jun 2010 14:36:43 -0400
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTimAKTJaERnMaHggT2tyol4dNoswpfjhu9ZVWtSs@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
	<AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
	<AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
	<AANLkTimAKTJaERnMaHggT2tyol4dNoswpfjhu9ZVWtSs@mail.gmail.com>
Message-ID: <AANLkTim47aL4sGts9Dj_sRtyQw91SqzCH3SyEFUCCGJh@mail.gmail.com>

Hi Kenn,

Ah, that's what I was missing. You can create a Group Dashboard for
only those groups you are a member of. I was playing around with Root,
having every priv granted to it EXCEPT for groups, thinking it could
do anything. Of course, regular users are granted to groups. I should
probably also grant Root to an admin group and grant that group a
member to every other group as well so root user(s) can truly do
everything.

Again, thanks for your help, didn't see this tidbit anywhere else.

On Thu, Jun 17, 2010 at 1:01 PM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> AJ,
>
> It works just like saved searches. You have to be a member of a specific
> group in order to save a dashboard for the group. Just like you have to be a
> member of a group to save a search for that group.
>
> When you create a new dashboard, there is a drop-down selection for where
> you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
> you don't see anything except "My Dashboards", then you aren't a member of a
> group, which is odd by itself. I truly hope you are not granting rights to
> individuals. I hope you are only granting rights to groups and adding
> members to those groups. Unless you only have a few users, the rights
> maintenance for every individual user will be horrendous. Just a thought.
>
> Kenn
> LBNL
>
> On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:
>>
>> Kenneth, thanks for your help.
>>
>> I know there are the Group Rights for the Group Dashboard. I am
>> logging in as root, which has access to everything in the Global ->
>> Group Rights section (which looks to be the same as the Groups-> Group
>> Rights section). I still don't see where to go to create that Group
>> Dashboard once I have those rights. I can create a personal or System
>> dashboard, but not a Group one. Where is the option for this?
>>
>> Jarrad,
>>
>> >> 2.) Is there any way to include screenshots (or other images) in the
>> >> ticket body? I see there is a multitude of options for rich text
>> >> display, including a "paste from Word" but I don't see anything about
>> >Just upload the image as an attachment.
>>
>> I know we can upload attachments, this would be fine for me
>> personally, but the bigwigs just want to copy and paste directly into
>> the body like they can with e-mail. Pasting into a file (which,
>> knowing them, would be Word), saving it, then attaching it to the
>> ticket is "too much work" and honestly I wouldn't want them to do it
>> that way anyway. Technically speaking, maybe it would be a nice
>> enhancement to automatically convert rich text images into
>> attachments, the same way RT handles <img/> tags in HTML e-mail. Is
>> this possible?
>>
>> Thanks again,
>> AJ
>>
>> On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker <kfcrocker at lbl.gov>
>> wrote:
>> > AJ,
>> >
>> > Yes, yes, and yes.
>> >
>> > !) there are a number of ways to do this. You can modify the tickete
>> > create
>> > html file to drop owners from the display OR simply write a global scrip
>> > to
>> > force "Nobody" into the Owner field (a more simple answer).
>> >
>> > 2) Not much experience with it, but I believe so. I think I have a few
>> > users
>> > thathave done that. I'll check it out.
>> >
>> > 3) You can set rights for Group Dashboards by goin to
>> > Configuration->Group-=>FroupRights, There you will see all the rights
>> > associated with Group Dashboards.
>> >
>> > If you have anymore questions, I'd be happy to help you out.
>> >
>> > Hope this helps.
>> >
>> > Kenn
>> > LBNL
>> >
>> > On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno <aj.ferrigno at gmail.com>
>> > wrote:
>> >>
>> >> Hello,
>> >>
>> >> We have just installed RT and are trying to roll it out to our
>> >> internal folks. At a demo yesterday, some of our senior members had a
>> >> number of questions about RT's capabilities. I was able to answer some
>> >> based on research, but here are a couple outstanding ones I couldn't
>> >> answer. Does anyone here know answers to some of these questions?
>> >>
>> >> 1.) We'd like to keep users who create tickets from being able to
>> >> assign those tickets an owner. (The owner would be assigned either
>> >> automatically via Scrips or manually via a separate queue manager.) I
>> >> understand that the "Modify Ticket" priv keeps users from changing an
>> >> existing ticket's owner, but it still seems to allow a user to create
>> >> a ticket and immediately assign that new ticket an owner on the same
>> >> screen. Is there a way we can remove that capability, or maybe even
>> >> remove that owner drop-down from the new ticket display altogether?
>> >>
>> >> 2.) Is there any way to include screenshots (or other images) in the
>> >> ticket body? I see there is a multitude of options for rich text
>> >> display, including a "paste from Word" but I don't see anything about
>> >> images. When pasting an image from Word, it just shows up blank,
>> >> although the blank image is the correct size. It looks like it's
>> >> trying real hard to make it work. Is this something that is being
>> >> worked on, or is it technically not feasible?
>> >>
>> >> 3.) I see the group priv "Create Group Dashboard" but I don't see how
>> >> one actually does create a Group Dashboard (as opposed to a personal
>> >> or System dashboard). I can't find anything in the interface. Googling
>> >> this feature yields nothing. Dashboads aren't in the RT Essentials
>> >> book at all. Is there any reference out there for configuring Group
>> >> Dashboards specifically?
>> >>
>> >> Thanks in advance,
>> >> AJ
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.bestpractical.com
>> >
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From aj.ferrigno at gmail.com  Thu Jun 17 14:51:17 2010
From: aj.ferrigno at gmail.com (AJ Ferrigno)
Date: Thu, 17 Jun 2010 14:51:17 -0400
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTilVTlPqlwn4FTtXcti7FghAjECqiIt3RzT_Xx7N@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
	<AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
	<AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
	<AANLkTilVTlPqlwn4FTtXcti7FghAjECqiIt3RzT_Xx7N@mail.gmail.com>
Message-ID: <AANLkTik_v01jDeJQ-prlE31opZ2WYY2bwkbsXhKA13IK@mail.gmail.com>

Jerrad,

I suppose I could advocate sending an e-mail in to create a ticket
with screenshots, but then we'd have to set up a mail address for each
queue (as I understand how it works) when currently we would only have
a mailbox for a certain limited number of queues. Not a big deal I
guess. Also, we are trying to capture some custom fields upon ticket
creation, a couple of which should be required, and I'm not sure it's
possible to do that via e-mail? (or if it were via some structured
text, I'm not sure it's possible to expect those same users to adhere
to those rules every time). Although I guess I could make it the queue
manager's (or eventual owner's) job to "fill in" those custom fields
based on the e-mail's text.

Thanks for the help.

On Thu, Jun 17, 2010 at 11:59 AM, Jerrad Pierce
<jpierce at cambridgeenergyalliance.org> wrote:
>>>> 2.) Is there any way to include screenshots (or other images) in the
>>>> ticket body? I see there is a multitude of options for rich text
>>>> display, including a "paste from Word" but I don't see anything about
>>>Just upload the image as an attachment.
>>
>> I know we can upload attachments, this would be fine for me
>> personally, but the bigwigs just want to copy and paste directly into
>> the body like they can with e-mail. Pasting into a file (which,
> If they want "like email," then why don't they just send an email?
> If the bigwigs are not so technically adept, why expose them to
> the intricacies of the web interface?
>


From jpierce at cambridgeenergyalliance.org  Thu Jun 17 14:56:36 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 17 Jun 2010 14:56:36 -0400
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTik_v01jDeJQ-prlE31opZ2WYY2bwkbsXhKA13IK@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
	<AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
	<AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
	<AANLkTilVTlPqlwn4FTtXcti7FghAjECqiIt3RzT_Xx7N@mail.gmail.com>
	<AANLkTik_v01jDeJQ-prlE31opZ2WYY2bwkbsXhKA13IK@mail.gmail.com>
Message-ID: <AANLkTinOHdY0mSGxNZOBcNCaioLhGcTkolEuWoJr9qDv@mail.gmail.com>

On Thu, Jun 17, 2010 at 14:51, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:
> Jerrad,
>
> I suppose I could advocate sending an e-mail in to create a ticket
> with screenshots, but then we'd have to set up a mail address for each
> queue (as I understand how it works) when currently we would only have
> a mailbox for a certain limited number of queues. Not a big deal I
> guess. Also, we are trying to capture some custom fields upon ticket
Not at all, you can have rtmailgate use the address extension to
specify the queue.

Network problem? email rt+network at example.com
Suggestion? talk to rt+suggestion at example.com
Leaky faucet? gripe at rt+janitor at example.com

> creation, a couple of which should be required, and I'm not sure it's
> possible to do that via e-mail? (or if it were via some structured
> text, I'm not sure it's possible to expect those same users to adhere
> to those rules every time). Although I guess I could make it the queue
There is an extension for manipulating custom fields via email.


From kfcrocker at lbl.gov  Thu Jun 17 15:20:55 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 17 Jun 2010 12:20:55 -0700
Subject: [rt-users] Some Implementation Questions
In-Reply-To: <AANLkTim47aL4sGts9Dj_sRtyQw91SqzCH3SyEFUCCGJh@mail.gmail.com>
References: <AANLkTim5QP1kP9xoIje0LfAndOnUS2OH4QbnBWrKueY3@mail.gmail.com>
	<AANLkTikfvjbIxZJCysxyg6otQMI1ZLxsg_zNthYr0Q5x@mail.gmail.com>
	<AANLkTik9G1xcrRbE7bCPI2w8Oiew5fiVLQgTqmvJAcZn@mail.gmail.com>
	<AANLkTimAKTJaERnMaHggT2tyol4dNoswpfjhu9ZVWtSs@mail.gmail.com>
	<AANLkTim47aL4sGts9Dj_sRtyQw91SqzCH3SyEFUCCGJh@mail.gmail.com>
Message-ID: <AANLkTin-5vAgUmsCiRjzKRoZTlvDdrTIXnqip2hjYU6o@mail.gmail.com>

AJ,

Why not just give yout UserId the SuperUSer privilege so you can sign on as
yourself and see everything as though you are root. You can also add
yourself to groups, etc. as well. Less hassle.

For me, once we have done an install, I sign on as root, grant myself the
SuperUser privilege then never bother with root again.

Hope this helps.

Kenn
LBNL

On Thu, Jun 17, 2010 at 11:36 AM, AJ Ferrigno <aj.ferrigno at gmail.com> wrote:

> Hi Kenn,
>
> Ah, that's what I was missing. You can create a Group Dashboard for
> only those groups you are a member of. I was playing around with Root,
> having every priv granted to it EXCEPT for groups, thinking it could
> do anything. Of course, regular users are granted to groups. I should
> probably also grant Root to an admin group and grant that group a
> member to every other group as well so root user(s) can truly do
> everything.
>
> Again, thanks for your help, didn't see this tidbit anywhere else.
>
> On Thu, Jun 17, 2010 at 1:01 PM, Kenneth Crocker <kfcrocker at lbl.gov>
> wrote:
> > AJ,
> >
> > It works just like saved searches. You have to be a member of a specific
> > group in order to save a dashboard for the group. Just like you have to
> be a
> > member of a group to save a search for that group.
> >
> > When you create a new dashboard, there is a drop-down selection for where
> > you want to save it (ie. My Dashboards, "Group-name Dashboards, etc.). If
> > you don't see anything except "My Dashboards", then you aren't a member
> of a
> > group, which is odd by itself. I truly hope you are not granting rights
> to
> > individuals. I hope you are only granting rights to groups and adding
> > members to those groups. Unless you only have a few users, the rights
> > maintenance for every individual user will be horrendous. Just a thought.
> >
> > Kenn
> > LBNL
> >
> > On Thu, Jun 17, 2010 at 8:46 AM, AJ Ferrigno <aj.ferrigno at gmail.com>
> wrote:
> >>
> >> Kenneth, thanks for your help.
> >>
> >> I know there are the Group Rights for the Group Dashboard. I am
> >> logging in as root, which has access to everything in the Global ->
> >> Group Rights section (which looks to be the same as the Groups-> Group
> >> Rights section). I still don't see where to go to create that Group
> >> Dashboard once I have those rights. I can create a personal or System
> >> dashboard, but not a Group one. Where is the option for this?
> >>
> >> Jarrad,
> >>
> >> >> 2.) Is there any way to include screenshots (or other images) in the
> >> >> ticket body? I see there is a multitude of options for rich text
> >> >> display, including a "paste from Word" but I don't see anything about
> >> >Just upload the image as an attachment.
> >>
> >> I know we can upload attachments, this would be fine for me
> >> personally, but the bigwigs just want to copy and paste directly into
> >> the body like they can with e-mail. Pasting into a file (which,
> >> knowing them, would be Word), saving it, then attaching it to the
> >> ticket is "too much work" and honestly I wouldn't want them to do it
> >> that way anyway. Technically speaking, maybe it would be a nice
> >> enhancement to automatically convert rich text images into
> >> attachments, the same way RT handles <img/> tags in HTML e-mail. Is
> >> this possible?
> >>
> >> Thanks again,
> >> AJ
> >>
> >> On Thu, Jun 17, 2010 at 10:56 AM, Kenneth Crocker <kfcrocker at lbl.gov>
> >> wrote:
> >> > AJ,
> >> >
> >> > Yes, yes, and yes.
> >> >
> >> > !) there are a number of ways to do this. You can modify the tickete
> >> > create
> >> > html file to drop owners from the display OR simply write a global
> scrip
> >> > to
> >> > force "Nobody" into the Owner field (a more simple answer).
> >> >
> >> > 2) Not much experience with it, but I believe so. I think I have a few
> >> > users
> >> > thathave done that. I'll check it out.
> >> >
> >> > 3) You can set rights for Group Dashboards by goin to
> >> > Configuration->Group-=>FroupRights, There you will see all the rights
> >> > associated with Group Dashboards.
> >> >
> >> > If you have anymore questions, I'd be happy to help you out.
> >> >
> >> > Hope this helps.
> >> >
> >> > Kenn
> >> > LBNL
> >> >
> >> > On Thu, Jun 17, 2010 at 6:14 AM, AJ Ferrigno <aj.ferrigno at gmail.com>
> >> > wrote:
> >> >>
> >> >> Hello,
> >> >>
> >> >> We have just installed RT and are trying to roll it out to our
> >> >> internal folks. At a demo yesterday, some of our senior members had a
> >> >> number of questions about RT's capabilities. I was able to answer
> some
> >> >> based on research, but here are a couple outstanding ones I couldn't
> >> >> answer. Does anyone here know answers to some of these questions?
> >> >>
> >> >> 1.) We'd like to keep users who create tickets from being able to
> >> >> assign those tickets an owner. (The owner would be assigned either
> >> >> automatically via Scrips or manually via a separate queue manager.) I
> >> >> understand that the "Modify Ticket" priv keeps users from changing an
> >> >> existing ticket's owner, but it still seems to allow a user to create
> >> >> a ticket and immediately assign that new ticket an owner on the same
> >> >> screen. Is there a way we can remove that capability, or maybe even
> >> >> remove that owner drop-down from the new ticket display altogether?
> >> >>
> >> >> 2.) Is there any way to include screenshots (or other images) in the
> >> >> ticket body? I see there is a multitude of options for rich text
> >> >> display, including a "paste from Word" but I don't see anything about
> >> >> images. When pasting an image from Word, it just shows up blank,
> >> >> although the blank image is the correct size. It looks like it's
> >> >> trying real hard to make it work. Is this something that is being
> >> >> worked on, or is it technically not feasible?
> >> >>
> >> >> 3.) I see the group priv "Create Group Dashboard" but I don't see how
> >> >> one actually does create a Group Dashboard (as opposed to a personal
> >> >> or System dashboard). I can't find anything in the interface.
> Googling
> >> >> this feature yields nothing. Dashboads aren't in the RT Essentials
> >> >> book at all. Is there any reference out there for configuring Group
> >> >> Dashboards specifically?
> >> >>
> >> >> Thanks in advance,
> >> >> AJ
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> >> Buy a copy at http://rtbook.bestpractical.com
> >> >
> >> >
> >> >
> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.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 mwlucas at blackhelicopters.org  Thu Jun 17 15:35:56 2010
From: mwlucas at blackhelicopters.org (Michael W. Lucas)
Date: Thu, 17 Jun 2010 15:35:56 -0400
Subject: [rt-users] canned searches by CustomField
Message-ID: <20100617193556.GA69591@bewilderbeast.blackhelicopters.org>

Hi,

I have a CustomField containing a list of all of our customers.  When
a ticket is opened, the customer service rep selects the customer from
this field.

Management wants a way to easily view all open tickets by customer.
Rather than creating a query, they want to just select the customer
name from a drop-down and see all of the customers' open tickets.  I
could do a separate dashboard for each customer, but that seems
cumbersome.

I'm sure there's a straightforward way to do this, but the archives
seem to be full of discussions on searching custom fields and not how
to get a drop-down based search.

Any suggestions?

Thanks,
==ml

-- 
Michael W. Lucas 	mwlucas at BlackHelicopters.org
http://www.MichaelWLucas.com/, http://blather.MichaelWLucas.com/
New book:  Network Flow Analysis
pre-order now!  http://www.networkflowanalysis.com/


From jpierce at cambridgeenergyalliance.org  Thu Jun 17 15:41:58 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 17 Jun 2010 15:41:58 -0400
Subject: [rt-users] canned searches by CustomField
In-Reply-To: <20100617193556.GA69591@bewilderbeast.blackhelicopters.org>
References: <20100617193556.GA69591@bewilderbeast.blackhelicopters.org>
Message-ID: <AANLkTiniPndqeX941tLLxh-EGs-ecwZyGCKOTR7fuNH9@mail.gmail.com>

Must it really be a drop-down? With RTx::Tags you can do a simple search:

 .customer:DairyQueen

It doesn't currently support searching for values with embedded spaces,
but there's no reason you couldn't customize it. You could even tweak the
cloud from operating on the tags Custom Field to the Customer CF, thereby
solving your "point and click" interface problem as well.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From alan at securematics.com  Thu Jun 17 18:04:43 2010
From: alan at securematics.com (Alan Yuen)
Date: Thu, 17 Jun 2010 15:04:43 -0700
Subject: [rt-users] Trying to get AssetTracker1.2.4b1 to work with RT3.8.7
Message-ID: <40743049A9CF4B718583AD606AFFB271@corp.securematics.local>

Hi,

I am a newbie to RT, so any help is appreciated.
I installed RT the lazy way, running Fedora 13, I just "yum install" RT, RT
is up and working in no time.  

Then I did "svn checkout
http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1", got the beta
source to AT, followed all the steps in README.

Everything seems to be ok, rebooted Fedora 13, however I don't see anything
change in RT (ie didn't add "Asset" under "Tools").  Am I missing something?

Here is what happened in make install:

[root at localhost 1.2.4b1]# make install
mkdir -p //opt/rt3/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
etc/AssetTracker/AT_SiteConfig.pm
//opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
Installed configuration. about to install at in  
for dir in `cd ./lib/ && find . -type d -print`; do \
	  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
	done
for f in `cd ./lib/ && find . -type f -name \*.pm -print`; do \
	  /bin/sh ./install-sh -c  -m 0644 lib/$f  /opt/rt3/lib/$f ; \
	done
for dir in `cd ./html/ && find . -type d -print`; do \
	  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
	done
for f in `cd ./html/ && find . -type f -print`; do \
	  /bin/sh ./install-sh -c  -m 0644 html/$f
/opt/rt3/share/html/$f ; \
	done
for dir in `cd ./po/ && find . -type d -print`; do \
	  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
	done
for f in `cd ./po/ && find . -type f -print`; do \
	  /bin/sh ./install-sh -c  -m 0644 po/$f  /opt/rt3/po/$f ; \
	done
mkdir -p -m 0755 /opt/rt3/sbin/;
for dir in `cd ./sbin/ && find . -type d -print`; do \
	  /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
	done
for f in `cd ./sbin/ && find . -type f -print`; do \
	  /bin/sh ./install-sh -c  -m 0644 sbin/$f  /opt/rt3/sbin//$f ; \
	done
mkdir -p //opt/rt3/etc/AssetTracker/
cp -rp \
		etc/AssetTracker/acl.* \
		etc/AssetTracker/initialdata \
		etc/AssetTracker/schema.* \
		etc/AssetTracker/drop_* \
		etc/AssetTracker/upgrade \
		//opt/rt3/etc/AssetTracker/
# Make the libraries readable
#chmod 0755 /
chown -R root //opt/rt3/lib
chgrp -R bin //opt/rt3/lib
chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
chmod 0755 //opt/rt3/etc/AssetTracker/
chmod 0500 //opt/rt3/etc/AssetTracker//*
#TODO: the config file should probably be able to have its
# owner set separately from the binaries.
chown -R root //opt/rt3/etc/AssetTracker/
chgrp -R rt //opt/rt3/etc/AssetTracker/
chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
# Make the web ui readable by all.
chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html
chown -R root  //opt/rt3/share/html
chgrp -R bin  //opt/rt3/share/html
make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
make[1]: Entering directory `/root/1.2.4b1'
mysql	`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p <
etc/AssetTracker/drop_schema.mysql
Enter password: 
make[1]: Leaving directory `/root/1.2.4b1'
/usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
./etc/AssetTracker/ --dba root --prompt-for-dba-password
Name "RT::DatabaseHost" used only once: possible typo at
/opt/rt3/sbin//at-setup-database line 221.
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: 
Now populating AssetTracker database schema.
Creating database schema.
Done setting up database schema.
Now inserting AssetTracker database ACLs
Done setting up database ACLs.
Now inserting AssetTracker data
Creating Superuser  ACL...done.
Creating groups...141.142.done.
Creating types...1.done.
Creating ACL...That principal already has that right.done.
Done setting up database content.
[root at localhost 1.2.4b1]#


Thanks.

Rgds,
Alan





From robert.grasso+nv at cedrat.com  Fri Jun 18 06:47:07 2010
From: robert.grasso+nv at cedrat.com (Robert Grasso)
Date: Fri, 18 Jun 2010 12:47:07 +0200
Subject: [rt-users] Redirection from HTTPS to HTTP
In-Reply-To: <923963.96539.qm@web26608.mail.ukl.yahoo.com>
References: <923963.96539.qm@web26608.mail.ukl.yahoo.com>
Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAADrjjEUbItYRuZsAgMh6ZTLCgAAAEAAAAMwthG7oVHpAhO7I77+CJtMBAAAAAA==@cedrat.com>

Hello,

I searched deeply recently. It does not seem that RT (even the latest versions) is able to manage both protocols (HTTP and HTTPS)
simultaneously. I personally set up a reverse proxy server, as described here :

<http://www.gossamer-threads.com/lists/rt/users/72162?search_string=both http https;#72162>

Hope this can help

---
Robert GRASSO ? System engineer

CEDRAT S.A.
15 Chemin de Malacher - Inovall?e - 38246 MEYLAN cedex - FRANCE 
Phone: +33 (0)4 76 90 50 45 - Fax: +33 (0)4 56 38 08 30
mailto:robert.grasso at cedrat.com - http://www.cedrat.com  

> -----Message d'origine-----
> De : rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] De la part 
> de Rapha?l Adou
> Envoy? : 17 juin 2010 17:23
> ? : RT-Users at lists.bestpractical.com
> Objet : [rt-users] Redirection from HTTPS to HTTP
> 
> Hi all,
> 
> I'm using RT version 3.8.8-1 on a debian squeeze server.
> I installed Apache 2.2.15-5  as webserver with RT's 
> apache2-modperl2.conf
> 
> This is the content of my virtual host file.
> 
> <VirtualHost *:443>
>         ServerAdmin webmaster at myserver.domain
>         ServerName myserver.domain
>         Include /etc/request-tracker3.8/apache2-modperl2.conf
> </VirtualHost>
> 
> I connect to RT by link https://myserver.domain/rt because I 
> left /etc/request-tracker3.8/apache2-modperl2.conf unchanged.
> 
> The issue I face is that everytime I submit a form for 
> changing a ticket's status for example, I'm redirecting to 
> http (http://myserver.domain/rt/......  ) protocol so I 
> cannot see the result of the operation.
> I don't know why.
> 
> Can you help me to fix this please ?
> Thanks in advance.
> 
> 
> 



From falcone at bestpractical.com  Fri Jun 18 09:09:35 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Jun 2010 09:09:35 -0400
Subject: [rt-users] Redirection from HTTPS to HTTP
In-Reply-To: <923963.96539.qm@web26608.mail.ukl.yahoo.com>
References: <923963.96539.qm@web26608.mail.ukl.yahoo.com>
Message-ID: <20100618130935.GD512@jibsheet.com>

On Thu, Jun 17, 2010 at 03:22:47PM +0000, Rapha?l Adou wrote:
>    <VirtualHost *:443>
>            ServerAdmin webmaster at myserver.domain
>            ServerName myserver.domain
>            Include /etc/request-tracker3.8/apache2-modperl2.conf
>    </VirtualHost>
> 
>    I connect to RT by link https://myserver.domain/rt because I left
>    /etc/request-tracker3.8/apache2-modperl2.conf unchanged.
>    The issue I face is that everytime I submit a form for changing a ticket's status for example,
>    I'm redirecting to http (http://myserver.domain/rt/......  ) protocol so I cannot see the
>    result of the operation.

You don't talk about your RT configuration.  Did you tell RT that it
should use port 443 or otherwise tell it that you're running it under
https?  Have a read through RT_Config.pm and look at the WebPort and
WebBaseURL options

-kevin
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From falcone at bestpractical.com  Fri Jun 18 09:16:17 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 18 Jun 2010 09:16:17 -0400
Subject: [rt-users] Read User Custom Field of Ticket Originator
In-Reply-To: <003501cb0e40$ef138200$cd3a8600$@com>
References: <003501cb0e40$ef138200$cd3a8600$@com>
Message-ID: <20100618131617.GE512@jibsheet.com>

On Thu, Jun 17, 2010 at 10:17:15AM -0700, Peter Roosakos wrote:
>    I was curious if anyone could point me to sample code snippet that would allow me to retrieve
>    the value of a user custom field associated with the original requestor/originator of a ticket
>    generated from an incoming email, from within a Scrip.  The ultimate goal is, on create of a
>    new ticket in the queue associated with email generated tickets, inspect a custom field for
>    the requestor of that ticket, and move the ticket to another queue based on the value of the
>    requestor's custom field. I have found lots of examples to read values of custom fields
>    associated directly with the ticket, but not user custom fields associated with the original
>    requestor.

It sounds like you want something like
$self->TicketObj->CreatorObj->FirstCustomFieldValue('...')

-kevin
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From ststefanov at gmail.com  Fri Jun 18 09:25:53 2010
From: ststefanov at gmail.com (Stefan Stefanov)
Date: Fri, 18 Jun 2010 16:25:53 +0300
Subject: [rt-users] combobox as search criteria
Message-ID: <AANLkTik9_L9mJSBcDe1-3OcIoWWxycePoER4Qx1iyZ2A@mail.gmail.com>

Hello,
I use rt 3.8.8.
I create a combobox as custom field.
The problem is that I don't see combobox as combobox in searching for
tickets, but I see it as usual text field.
Is there any way to display combobox as combobox in searching screen?
(I didn't found answer in the archives)


From mmcgrath at carthage.edu  Fri Jun 18 09:59:27 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Fri, 18 Jun 2010 08:59:27 -0500
Subject: [rt-users] Users not created up e-mail submission
Message-ID: <AANLkTinwaf7TEUwdzmbrrWIr2yvNYij-dLlT3GUWiYOH@mail.gmail.com>

Hi all -

Running RT 3.8.8 on Ubuntu 9.10 -- recently upgraded from 3.8.7.

In 3.8.7 I had the AutogeneratedPassword working for new users who submitted
tickets via E-mail (link below)

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

but now in 3.8.8 it no longer works.  In /var/log/messages I see the
following error when a new user submits a ticket via e-mail:

*Jun 18 08:54:17 help RT: RT::Authen::ExternalAuth::CanonicalizeUserInfo
returning Comments: Autocreated on ticket submission, Disabled: 0,
EmailAddress: jen at carthage.edu, Name: jen at carthage.edu, Password: ,
Privileged: 0, RealName: Jen McGrath
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
*
*Jun 18 08:54:18 help RT: Couldn't load user 'jen at carthage.edu'.giving up
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:947)*
*
*
I'm not sure what I'm missing or what got screwed up with the upgrade --
hopefully it's something easy.

Anybody have any ideas?

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From mark.jenks at iodincorporated.com  Fri Jun 18 12:10:33 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 18 Jun 2010 11:10:33 -0500
Subject: [rt-users] AutoGeneratedPassword and LDAP
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B09655B@imcmail2.imcwi.com>

I have this installed as a template and really like the way it will work
for people outside of the company..

 

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

 

But, there is something that I'm not sure how to do.   If the user is a
first time user, and submits a ticket via email, a password will be
generated for them, even if they are in Active Directory.   Is there a
check that can be done in the template to check if the user is an LDAP
user and not generate a password for them?   I want my local users to be
AD, and remote users to have a password in RT3.

 

Thanks!

 

-Mark

 


CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.
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From jpierce at cambridgeenergyalliance.org  Fri Jun 18 12:23:51 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 18 Jun 2010 12:23:51 -0400
Subject: [rt-users] AutoGeneratedPassword and LDAP
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B09655B@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B09655B@imcmail2.imcwi.com>
Message-ID: <AANLkTinKqJQhZXKE6EiafmemiOXTNTJAHeUEHjfh73Az@mail.gmail.com>

> that can be done in the template to check if the user is an LDAP user and
> not generate a password for them??? I want my local users to be AD, and
> remote users to have a password in RT3.
Can't you just add a condition on the password generation that skips
it if the requestor domain is the same as yours?

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


From mark.jenks at iodincorporated.com  Fri Jun 18 12:25:14 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 18 Jun 2010 11:25:14 -0500
Subject: [rt-users] AutoGeneratedPassword and LDAP
In-Reply-To: <AANLkTinKqJQhZXKE6EiafmemiOXTNTJAHeUEHjfh73Az@mail.gmail.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B09655B@imcmail2.imcwi.com>
	<AANLkTinKqJQhZXKE6EiafmemiOXTNTJAHeUEHjfh73Az@mail.gmail.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B096565@imcmail2.imcwi.com>

That's exactly what I was just thinking.   

How in the template can I check to see if it is coming from @domain.com, and skip the generation?

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Friday, June 18, 2010 11:24 AM
To: Mark Jenks
Cc: rt-users
Subject: Re: [rt-users] AutoGeneratedPassword and LDAP

> that can be done in the template to check if the user is an LDAP user and
> not generate a password for them??? I want my local users to be AD, and
> remote users to have a password in RT3.
Can't you just add a condition on the password generation that skips
it if the requestor domain is the same as yours?

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

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.


From mark.jenks at iodincorporated.com  Fri Jun 18 13:16:38 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 18 Jun 2010 12:16:38 -0500
Subject: [rt-users] AutoGeneratedPassword and LDAP
In-Reply-To: <AANLkTinKqJQhZXKE6EiafmemiOXTNTJAHeUEHjfh73Az@mail.gmail.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B09655B@imcmail2.imcwi.com>
	<AANLkTinKqJQhZXKE6EiafmemiOXTNTJAHeUEHjfh73Az@mail.gmail.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B09659B@imcmail2.imcwi.com>

I'm not a programmer anymore (Gave it up 15 years ago), but I do some scripting now and then..  But this is what I came up with.

Does it look right?

I just changed:
if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
    (!$Transaction->CreatorObj->Privileged) &&
    ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
    )

if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
    ($RT::RequestorAddresses !~ m/domain.com/i) &&
    (!$Transaction->CreatorObj->Privileged) &&
    ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
    )

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Friday, June 18, 2010 11:24 AM
To: Mark Jenks
Cc: rt-users
Subject: Re: [rt-users] AutoGeneratedPassword and LDAP

> that can be done in the template to check if the user is an LDAP user and
> not generate a password for them??? I want my local users to be AD, and
> remote users to have a password in RT3.
Can't you just add a condition on the password generation that skips
it if the requestor domain is the same as yours?

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

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.


From kfcrocker at lbl.gov  Fri Jun 18 14:49:23 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 Jun 2010 11:49:23 -0700
Subject: [rt-users] A little perl scrip help
Message-ID: <AANLkTiliAA5WVPEfwxBg5oQwRr5NXflpu0LKoDHHlgRU@mail.gmail.com>

To all,

I'm having trouble coding a way to extract the Queue Watcher "AdminCc" at
the time of a ticket being created as a custom condition.

Can anyone send me an example, please?

Thanks.

Kenn
LBNL
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From jpierce at cambridgeenergyalliance.org  Fri Jun 18 14:53:11 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 18 Jun 2010 14:53:11 -0400
Subject: [rt-users] A little perl scrip help
In-Reply-To: <AANLkTiliAA5WVPEfwxBg5oQwRr5NXflpu0LKoDHHlgRU@mail.gmail.com>
References: <AANLkTiliAA5WVPEfwxBg5oQwRr5NXflpu0LKoDHHlgRU@mail.gmail.com>
Message-ID: <AANLkTimRyiG-23vUD2Uh9O_XBs-G8E_eAjkxWXk9pE5l@mail.gmail.com>

The iterator is: $Ticket->QueueObj->AdminCc->MembersObj


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


From kfcrocker at lbl.gov  Fri Jun 18 15:00:18 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 Jun 2010 12:00:18 -0700
Subject: [rt-users] A little perl scrip help
In-Reply-To: <AANLkTimRyiG-23vUD2Uh9O_XBs-G8E_eAjkxWXk9pE5l@mail.gmail.com>
References: <AANLkTiliAA5WVPEfwxBg5oQwRr5NXflpu0LKoDHHlgRU@mail.gmail.com>
	<AANLkTimRyiG-23vUD2Uh9O_XBs-G8E_eAjkxWXk9pE5l@mail.gmail.com>
Message-ID: <AANLkTimQg7SP7IfNGs8y4Wb_7GwHGOX6-uVVaSVi9snR@mail.gmail.com>

Jerrad,

Thanks. Can I assume then that
$Ticket->QueueObj->AdminCc->MembersObj->PrincipalId will get me the ID?

Kenn
LBNL


On Fri, Jun 18, 2010 at 11:53 AM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> The iterator is: $Ticket->QueueObj->AdminCc->MembersObj
>
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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From mark.jenks at iodincorporated.com  Fri Jun 18 15:06:42 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 18 Jun 2010 14:06:42 -0500
Subject: [rt-users] A little perl scrip help
In-Reply-To: <AANLkTimRyiG-23vUD2Uh9O_XBs-G8E_eAjkxWXk9pE5l@mail.gmail.com>
References: <AANLkTiliAA5WVPEfwxBg5oQwRr5NXflpu0LKoDHHlgRU@mail.gmail.com>
	<AANLkTimRyiG-23vUD2Uh9O_XBs-G8E_eAjkxWXk9pE5l@mail.gmail.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B0965E2@imcmail2.imcwi.com>

So you're saying it should be this?     Like I said, I'm pretty much
trying to hack my way through this. If you could complete this for me,
it would be great.

Do I need to do anything to "domain.com" to escape the "." ?


if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
    ($Ticket->QueueObj->AdminCc->MembersObj !~ m/domain.com/i) &&
    (!$Transaction->CreatorObj->Privileged) &&
    ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
    )


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jerrad
Pierce
Sent: Friday, June 18, 2010 1:53 PM
To: Kenneth Crocker
Cc: rt-users
Subject: Re: [rt-users] A little perl scrip help

The iterator is: $Ticket->QueueObj->AdminCc->MembersObj


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

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.


From proosakos at yahoo.com  Fri Jun 18 15:08:11 2010
From: proosakos at yahoo.com (Peter Roosakos)
Date: Fri, 18 Jun 2010 12:08:11 -0700
Subject: [rt-users] Read User Custom Field of Ticket Originator
In-Reply-To: <mailman.3017.1276887130.1873.rt-users@lists.bestpractical.com>
References: <mailman.3017.1276887130.1873.rt-users@lists.bestpractical.com>
Message-ID: <003c01cb0f19$98753bd0$c95fb370$@com>

>It sounds like you want something like
>$self->TicketObj->CreatorObj->FirstCustomFieldValue('...')

>-kevin


That did the trick, thanks!




From jpierce at cambridgeenergyalliance.org  Fri Jun 18 15:10:04 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 18 Jun 2010 15:10:04 -0400
Subject: [rt-users] A little perl scrip help
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B0965E2@imcmail2.imcwi.com>
References: <AANLkTiliAA5WVPEfwxBg5oQwRr5NXflpu0LKoDHHlgRU@mail.gmail.com>
	<AANLkTimRyiG-23vUD2Uh9O_XBs-G8E_eAjkxWXk9pE5l@mail.gmail.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B0965E2@imcmail2.imcwi.com>
Message-ID: <AANLkTinqybFhTPvu9UE64D-lYpMOD7BV-OHgE9nvabs5@mail.gmail.com>

You've replied to the wrong thread.

> Do I need to do anything to "domain.com" to escape the "." ?
\.

otherwise you could match domain1com.net, domain2com.org, domain3com.tld

And you should anchor it: m/domain\.com$/i

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


From mark.jenks at iodincorporated.com  Fri Jun 18 16:06:55 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 18 Jun 2010 15:06:55 -0500
Subject: [rt-users] AutoGeneratedPassword and LDAP
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B09659B@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B09655B@imcmail2.imcwi.com><AANLkTinKqJQhZXKE6EiafmemiOXTNTJAHeUEHjfh73Az@mail.gmail.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B09659B@imcmail2.imcwi.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B09661B@imcmail2.imcwi.com>

Should it be:

($Ticket->RequestorAddresses !~ m/domain\.com$/i) &&

Or

($RT::RequestorAddresses !~ m/domain\.com$/i) &&

Other than that, I think I got it.    Might even add it to the wiki?

Thanks!

-Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark Jenks
Sent: Friday, June 18, 2010 12:17 PM
To: Jerrad Pierce
Cc: rt-users
Subject: Re: [rt-users] AutoGeneratedPassword and LDAP

I'm not a programmer anymore (Gave it up 15 years ago), but I do some scripting now and then..  But this is what I came up with.

Does it look right?

I just changed:
if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
    (!$Transaction->CreatorObj->Privileged) &&
    ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
    )

if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
    ($RT::RequestorAddresses !~ m/domain.com/i) &&
    (!$Transaction->CreatorObj->Privileged) &&
    ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
    )

-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Friday, June 18, 2010 11:24 AM
To: Mark Jenks
Cc: rt-users
Subject: Re: [rt-users] AutoGeneratedPassword and LDAP

> that can be done in the template to check if the user is an LDAP user and
> not generate a password for them??? I want my local users to be AD, and
> remote users to have a password in RT3.
Can't you just add a condition on the password generation that skips
it if the requestor domain is the same as yours?

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

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.


From kfcrocker at lbl.gov  Fri Jun 18 16:52:00 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 Jun 2010 13:52:00 -0700
Subject: [rt-users] A little perl scrip help
In-Reply-To: <AANLkTinr6TMKtZ1KQnvIoUImjj6y34m6u8GL6OycS18s@mail.gmail.com>
References: <AANLkTiliAA5WVPEfwxBg5oQwRr5NXflpu0LKoDHHlgRU@mail.gmail.com>
	<AANLkTimRyiG-23vUD2Uh9O_XBs-G8E_eAjkxWXk9pE5l@mail.gmail.com>
	<AANLkTimQg7SP7IfNGs8y4Wb_7GwHGOX6-uVVaSVi9snR@mail.gmail.com>
	<AANLkTinr6TMKtZ1KQnvIoUImjj6y34m6u8GL6OycS18s@mail.gmail.com>
Message-ID: <AANLkTin61HkvNxOb58KmwYKin4anZZNs5r8Br-DBFItc@mail.gmail.com>

Jerrad,

Thanks.

Kenn
LBNL

On Fri, Jun 18, 2010 at 12:06 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> On Fri, Jun 18, 2010 at 15:00, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> > Jerrad,
> >
> > Thanks. Can I assume then that
> > $Ticket->QueueObj->AdminCc->MembersObj->PrincipalId will get me the ID?
> Umm no, ObjectID or Name. Next to iterate.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
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From alberto.villanueva at altran.es  Sat Jun 19 07:37:02 2010
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Sat, 19 Jun 2010 13:37:02 +0200
Subject: [rt-users] Understanding schema of RT
Message-ID: <2abd6f134e411dcec8328e4b65710ac1.squirrel@webmail.altran.es>

Good morning,


As a consequence of my current work, I have to learn the schema of the RT
database. My current version is 3.8.1, but on my explanation I am going to
use the version 3.4 (http://bestpractical.com/rt/3.4-schema.png).

I want to understand a relation using the "Any RT::Record" virtual table
perfectly. For example: using the "Transactions" table. I'm going to do my
explanation, and please you correct me if I do wrong.

My explanation:
- ONE ObjectID of "Transactions" has MANY id in "Any RT::Record" virtual
table.
- ONE Creator of "Any RT::Record" has MANY id in "Principals" table.
- Therefore, ONE Creator of "Transactions" has MANY id in "Principals" table.

Before I show several queries I have test, I would like to know if my
explanation is correct.


Thanks a lot!
Best regards,

-- 
ALBERTO VILLANUEVA VAL
Consultor
___________________________________________

ALTRAN: talento generando innovaci?n

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





From jmaderios at kpu.net  Sat Jun 19 14:27:55 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Sat, 19 Jun 2010 10:27:55 -0800
Subject: [rt-users] Setting LastUpdatedBy in a scrip
Message-ID: <745E41A137E3473DBB524D08CFA26A89@Alienware>

All,

I have scrips that update information in custom fields on each transaction on a ticket.

The scrips work great however they always set LastUpdatedBy to RT_System.  How can I set the LastUpdatedBy to the actual user working the ticket at the end of the scrip?

Regards,

Jason Maderios
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From torsten.brumm at googlemail.com  Sat Jun 19 15:07:51 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sat, 19 Jun 2010 21:07:51 +0200
Subject: [rt-users] Setting LastUpdatedBy in a scrip
In-Reply-To: <745E41A137E3473DBB524D08CFA26A89@Alienware>
References: <745E41A137E3473DBB524D08CFA26A89@Alienware>
Message-ID: <AANLkTinGdk66py0GMxWC0YTRQP-tIvGObBCN6zY5Nh9_@mail.gmail.com>

I have no idea about your scrip, but in most cases you can use
RecordTransaction=0 (search the wiki for correct syntax)

Torsten

2010/6/19 Jason Maderios <jmaderios at kpu.net>

>  All,
>
> I have scrips that update information in custom fields on each transaction
> on a ticket.
>
> The scrips work great however they always set LastUpdatedBy to RT_System.
> How can I set the LastUpdatedBy to the actual user working the ticket at the
> end of the scrip?
>
> Regards,
>
> Jason Maderios
>
>
> 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.brumm.me
http://www.elektrofeld.de
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From jmaderios at kpu.net  Sat Jun 19 16:02:33 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Sat, 19 Jun 2010 12:02:33 -0800
Subject: [rt-users] Setting LastUpdatedBy in a scrip
In-Reply-To: <AANLkTinGdk66py0GMxWC0YTRQP-tIvGObBCN6zY5Nh9_@mail.gmail.com>
References: <745E41A137E3473DBB524D08CFA26A89@Alienware>
	<AANLkTinGdk66py0GMxWC0YTRQP-tIvGObBCN6zY5Nh9_@mail.gmail.com>
Message-ID: <94388EA5DD64459FAAAFCC2E27DE7B99@Alienware>

I tried that


my ( $st, $msg ) = $self->TicketObj->SetSubject ("\($cftype - $cfphone\) $csubj", RecordTransaction => 0 );

But I still get:

Sat Jun 19 11:57:25 2010 The RT System itself - Subject changed from (no value) to '( DSL- 5551212) ' 

For some reason the transaction still shows up




From: Torsten Brumm 
Sent: Saturday, June 19, 2010 11:07 AM
To: Jason Maderios 
Cc: rt-users at lists.bestpractical.com 
Subject: Re: [rt-users] Setting LastUpdatedBy in a scrip


I have no idea about your scrip, but in most cases you can use RecordTransaction=0 (search the wiki for correct syntax)

Torsten


2010/6/19 Jason Maderios <jmaderios at kpu.net>

  All,

  I have scrips that update information in custom fields on each transaction on a ticket.

  The scrips work great however they always set LastUpdatedBy to RT_System.  How can I set the LastUpdatedBy to the actual user working the ticket at the end of the scrip?

  Regards,

  Jason Maderios


  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.brumm.me
http://www.elektrofeld.de
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From torsten.brumm at googlemail.com  Sat Jun 19 17:21:29 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sat, 19 Jun 2010 23:21:29 +0200
Subject: [rt-users] Setting LastUpdatedBy in a scrip
In-Reply-To: <94388EA5DD64459FAAAFCC2E27DE7B99@Alienware>
References: <745E41A137E3473DBB524D08CFA26A89@Alienware>
	<AANLkTinGdk66py0GMxWC0YTRQP-tIvGObBCN6zY5Nh9_@mail.gmail.com>
	<94388EA5DD64459FAAAFCC2E27DE7B99@Alienware>
Message-ID: <AANLkTikkTIPXyIt1broMBIHYXJ4ksXOVcZq4GWvLxQKj@mail.gmail.com>

>From wiki: http://wiki.bestpractical.com/view/WriteCustomActionHow to be
silent

Now you put SetXxxx calls all over the places in RT and suddenly note that
strange transactions appear in tickets. They have creator
RT_System<http://wiki.bestpractical.com/view/RT_System>and describe
what you've done with your scrips. Sometimes it's better to be
silent and not mislead users. These transactions also go through the steps
described earlier and could trigger some conditions too. *Just use the long
form of SetXxx functions:*

$TicketObj->_Set(Field => 'Priority', Value => 90, RecordTransaction => 0);

Could work this way!

Torsten

2010/6/19 Jason Maderios <jmaderios at kpu.net>

>  I tried that
>
>
> my ( $st, $msg ) = $self->TicketObj->SetSubject ("\($cftype - $cfphone\)
> $csubj", RecordTransaction => 0 );
>
> But I still get:
>
> Sat Jun 19 11:57:25 2010 The RT System itself - Subject changed from (no
> value) to '( DSL- 5551212) '
>
> For some reason the transaction still shows up
>
>
>
>  *From:* Torsten Brumm <torsten.brumm at googlemail.com>
> *Sent:* Saturday, June 19, 2010 11:07 AM
> *To:* Jason Maderios <jmaderios at kpu.net>
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Setting LastUpdatedBy in a scrip
>
> I have no idea about your scrip, but in most cases you can use
> RecordTransaction=0 (search the wiki for correct syntax)
>
> Torsten
>
> 2010/6/19 Jason Maderios <jmaderios at kpu.net>
>
>>  All,
>>
>> I have scrips that update information in custom fields on each transaction
>> on a ticket.
>>
>> The scrips work great however they always set LastUpdatedBy to RT_System.
>> How can I set the LastUpdatedBy to the actual user working the ticket at the
>> end of the scrip?
>>
>> Regards,
>>
>> Jason Maderios
>>
>>
>> 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.brumm.me
> http://www.elektrofeld.de
>
>
> 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.brumm.me
http://www.elektrofeld.de
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From torsten.brumm at googlemail.com  Sat Jun 19 17:27:46 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sat, 19 Jun 2010 23:27:46 +0200
Subject: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
	RT3.8.7
In-Reply-To: <40743049A9CF4B718583AD606AFFB271@corp.securematics.local>
References: <40743049A9CF4B718583AD606AFFB271@corp.securematics.local>
Message-ID: <AANLkTinnZHidt9hreW7GsYF8Kkn-YoUSD_l7lbNH8-OF@mail.gmail.com>

OK, have you tried to clean the mason cache and restart apache?

Another point: i'm not sure where RT is installed via yum, is it placed in
/opt/rt3 ?? or somewhere else?

Torsten

2010/6/18 Alan Yuen <alan at securematics.com>

> Hi,
>
> I am a newbie to RT, so any help is appreciated.
> I installed RT the lazy way, running Fedora 13, I just "yum install" RT, RT
> is up and working in no time.
>
> Then I did "svn checkout
> http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1", got the beta
> source to AT, followed all the steps in README.
>
> Everything seems to be ok, rebooted Fedora 13, however I don't see anything
> change in RT (ie didn't add "Asset" under "Tools").  Am I missing
> something?
>
> Here is what happened in make install:
>
> [root at localhost 1.2.4b1]# make install
> mkdir -p //opt/rt3/etc/AssetTracker/
> cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
> [ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
> etc/AssetTracker/AT_SiteConfig.pm
> //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
> chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
> chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> Installed configuration. about to install at in
> for dir in `cd ./lib/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
>        done
> for f in `cd ./lib/ && find . -type f -name \*.pm -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 lib/$f  /opt/rt3/lib/$f ; \
>        done
> for dir in `cd ./html/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
>        done
> for f in `cd ./html/ && find . -type f -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 html/$f
> /opt/rt3/share/html/$f ; \
>        done
> for dir in `cd ./po/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
>        done
> for f in `cd ./po/ && find . -type f -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 po/$f  /opt/rt3/po/$f ; \
>        done
> mkdir -p -m 0755 /opt/rt3/sbin/;
> for dir in `cd ./sbin/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
>        done
> for f in `cd ./sbin/ && find . -type f -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 sbin/$f  /opt/rt3/sbin//$f ; \
>        done
> mkdir -p //opt/rt3/etc/AssetTracker/
> cp -rp \
>                etc/AssetTracker/acl.* \
>                etc/AssetTracker/initialdata \
>                etc/AssetTracker/schema.* \
>                etc/AssetTracker/drop_* \
>                etc/AssetTracker/upgrade \
>                //opt/rt3/etc/AssetTracker/
> # Make the libraries readable
> #chmod 0755 /
> chown -R root //opt/rt3/lib
> chgrp -R bin //opt/rt3/lib
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
> chmod 0755 //opt/rt3/etc/AssetTracker/
> chmod 0500 //opt/rt3/etc/AssetTracker//*
> #TODO: the config file should probably be able to have its
> # owner set separately from the binaries.
> chown -R root //opt/rt3/etc/AssetTracker/
> chgrp -R rt //opt/rt3/etc/AssetTracker/
> chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
> chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> # Make the web ui readable by all.
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html
> chown -R root  //opt/rt3/share/html
> chgrp -R bin  //opt/rt3/share/html
> make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
> RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
> make[1]: Entering directory `/root/1.2.4b1'
> mysql   `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
> RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p <
> etc/AssetTracker/drop_schema.mysql
> Enter password:
> make[1]: Leaving directory `/root/1.2.4b1'
> /usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
> ./etc/AssetTracker/ --dba root --prompt-for-dba-password
> Name "RT::DatabaseHost" used only once: possible typo at
> /opt/rt3/sbin//at-setup-database line 221.
> 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:
> Now populating AssetTracker database schema.
> Creating database schema.
> Done setting up database schema.
> Now inserting AssetTracker database ACLs
> Done setting up database ACLs.
> Now inserting AssetTracker data
> Creating Superuser  ACL...done.
> Creating groups...141.142.done.
> Creating types...1.done.
> Creating ACL...That principal already has that right.done.
> Done setting up database content.
> [root at localhost 1.2.4b1]#
>
>
> Thanks.
>
> Rgds,
> Alan
>
>
>
>
> 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.brumm.me
http://www.elektrofeld.de
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From lists at maculosa.com  Mon Jun 21 02:16:36 2010
From: lists at maculosa.com (Angus Rea)
Date: Mon, 21 Jun 2010 16:16:36 +1000
Subject: [rt-users] Updated subject on outgoing email
Message-ID: <4C1F03C4.2000409@maculosa.com>

Hi,

I have two 'On create' scrips:

a) the first one scans the body of the email and updates some fields 
including the ticket subject; and

b) a second one which sends

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From lists at maculosa.com  Mon Jun 21 02:38:56 2010
From: lists at maculosa.com (Angus Rea)
Date: Mon, 21 Jun 2010 16:38:56 +1000
Subject: [rt-users] Updated subject not used in outgoing email
Message-ID: <4C1F0900.9010002@maculosa.com>

Hi,

I having a small but annoying problem with two 'On create' scrips which 
do the following:

a) the first one scans the body of the email and updates some fields 
including the ticket subject:

Description: 10 - On Create, set subject and other fields
     Condition:   On Create
     Action:      User Defined
     Template:    Global template: Blank
     Stage:       TransactionCreate

b) the second one sends an email to the requestor:

     Description: 90 - On Create, autoreply to requestors
Condition:   On Create
Action: Autoreply To Requestors
Template: MyAutoReply
Stage:       TransactionCreate

Both scrips run correctly, except that the updated subject line is not 
used in the email.

Here is the history of a test ticket:

    Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to 
'ECR: 30R1234 - type - ASY - subject [Angus Rea]'
    Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded

As you can see, the 1st scrip runs and updates the subject and then the 
2nd scrip sends the email; however, the subject of
the email sent to the requestor is the original subject; ie: just 'ECR'.

Is there something I should be doing to 'commit' the updates to the 
ticket so that the 2nd scrip is aware of the changes?

I have tried running the code for the first scrip in both the 
'preparation' and 'cleanup' actions - it doesn't make any difference.

Thanks in advance for your assistance.

Regards - Angus


From JoopvandeWege at mococo.nl  Mon Jun 21 02:48:51 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Mon, 21 Jun 2010 08:48:51 +0200
Subject: [rt-users] Updated subject not used in outgoing email
In-Reply-To: <4C1F0900.9010002@maculosa.com>
References: <4C1F0900.9010002@maculosa.com>
Message-ID: <4C1F0B53.2080903@mococo.nl>

Angus Rea wrote:
> Hi,
>
> I having a small but annoying problem with two 'On create' scrips 
> which do the following:
>
> a) the first one scans the body of the email and updates some fields 
> including the ticket subject:
>
> Description: 10 - On Create, set subject and other fields
>     Condition:   On Create
>     Action:      User Defined
>     Template:    Global template: Blank
>     Stage:       TransactionCreate
>
> b) the second one sends an email to the requestor:
>
>     Description: 90 - On Create, autoreply to requestors
> Condition:   On Create
> Action: Autoreply To Requestors
> Template: MyAutoReply
> Stage:       TransactionCreate
>
> Both scrips run correctly, except that the updated subject line is not 
> used in the email.
>
> Here is the history of a test ticket:
>
>    Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to 
> 'ECR: 30R1234 - type - ASY - subject [Angus Rea]'
>    Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded
>
> As you can see, the 1st scrip runs and updates the subject and then 
> the 2nd scrip sends the email; however, the subject of
> the email sent to the requestor is the original subject; ie: just 'ECR'.
Use stage: TransactionBatch instead but watch out for side effects.

Regards,

Joop



From lists at maculosa.com  Mon Jun 21 03:54:11 2010
From: lists at maculosa.com (Angus Rea)
Date: Mon, 21 Jun 2010 17:54:11 +1000
Subject: [rt-users] Updated subject not used in outgoing email
In-Reply-To: <4C1F0B53.2080903@mococo.nl>
References: <4C1F0900.9010002@maculosa.com> <4C1F0B53.2080903@mococo.nl>
Message-ID: <4C1F1AA3.10408@maculosa.com>


Thanks Joop - yes, the following steps fixed the problem:

a) enabled TransactionBatch in /opt/rt3/etc/RT_SiteConfig.pm by adding:

      Set($UseTransactionBatch , 1);

b) restarted RT

c) changed the Stage for the 'On Create, autoreply' scrip to 
TransactionBatch.

Re the side effects of enabling TransactionBatch, I searched the wiki 
but I couldn't find any specific issues,
at least with the latest versions - any hints as to what these side 
effects may be?

thanks again - Angus

On 21/06/2010 4:48 PM, Joop wrote:
> Angus Rea wrote:
>> Hi,
>>
>> I having a small but annoying problem with two 'On create' scrips
>> which do the following:
>>
>> a) the first one scans the body of the email and updates some fields
>> including the ticket subject:
>>
>> Description: 10 - On Create, set subject and other fields
>>     Condition:   On Create
>>     Action:      User Defined
>>     Template:    Global template: Blank
>>     Stage:       TransactionCreate
>>
>> b) the second one sends an email to the requestor:
>>
>>     Description: 90 - On Create, autoreply to requestors
>> Condition:   On Create
>> Action: Autoreply To Requestors
>> Template: MyAutoReply
>> Stage:       TransactionCreate
>>
>> Both scrips run correctly, except that the updated subject line is
>> not used in the email.
>>
>> Here is the history of a test ticket:
>>
>>    Mon Jun 21 16:26:19 2010 RT_System - Subject changed from 'ECR' to
>> 'ECR: 30R1234 - type - ASY - subject [Angus Rea]'
>>    Mon Jun 21 16:26:20 2010 RT_System - Outgoing email recorded
>>
>> As you can see, the 1st scrip runs and updates the subject and then
>> the 2nd scrip sends the email; however, the subject of
>> the email sent to the requestor is the original subject; ie: just 'ECR'.
> Use stage: TransactionBatch instead but watch out for side effects.
>
> Regards,
>
> Joop
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From manohar.r at glowtouch.com  Mon Jun 21 07:30:58 2010
From: manohar.r at glowtouch.com (H Manohar Rayker)
Date: Mon, 21 Jun 2010 17:00:58 +0530
Subject: [rt-users] SMTP auth for RT.
Message-ID: <D8127169F27C4EB8AD902AE4D3BE00D6@CPU445>

Hi,

 

 

How can I set SMTP authentication for the outgoing mails in RT?  

 

I have RT 3.8.4 , Centos 5.3, sendmail 8.13.8, mysql 5.0.45

 

Thanks

Manohar

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From ktm at rice.edu  Mon Jun 21 08:22:45 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 21 Jun 2010 07:22:45 -0500
Subject: [rt-users] SMTP auth for RT.
In-Reply-To: <D8127169F27C4EB8AD902AE4D3BE00D6@CPU445>
References: <D8127169F27C4EB8AD902AE4D3BE00D6@CPU445>
Message-ID: <20100621122245.GA23529@aart.is.rice.edu>

Try this article:

http://www.sendmail.org/~ca/email/auth.html

Cheers,
Ken

On Mon, Jun 21, 2010 at 05:00:58PM +0530, H Manohar Rayker wrote:
> Hi,
> 
>  
> 
>  
> 
> How can I set SMTP authentication for the outgoing mails in RT?  
> 
>  
> 
> I have RT 3.8.4 , Centos 5.3, sendmail 8.13.8, mysql 5.0.45
> 
>  
> 
> Thanks
> 
> Manohar
> 

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From ademassougnes at ucanss.fr  Mon Jun 21 08:28:54 2010
From: ademassougnes at ucanss.fr (ademassougnes at ucanss.fr)
Date: Mon, 21 Jun 2010 14:28:54 +0200
Subject: [rt-users] Can't load webmux.pl after apache restart
Message-ID: <OFC9C858C0.1F6571B8-ONC1257749.0044704F-C1257749.00449353@ucanss.fr>

Hello,

I have a strange problem since this week-end, as my RT server won't start
anymore.

Trying to start Apache failed with this error :

[Mon Jun 21 12:27:16 2010] [error] Unknown error\nCompilation failed in
require at (eval 2) line 1.\n
[Mon Jun 21 12:27:16 2010] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server ...:0, exiting...

Nothing else in the error log. I change the error level to "debug" in the
RT_Config, nothing much than this error. 

None has been changed in the server !!
It's an RHEL 5.5, RT 3.8.8.

Thank you.
Snac

From wolfram.huettermann at desy.de  Mon Jun 21 08:42:03 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Mon, 21 Jun 2010 14:42:03 +0200
Subject: [rt-users] Hashes in Collectionlist for Users
In-Reply-To: <20100617145229.GC512@jibsheet.com>
References: <4C19DEF4.90701@desy.de> <20100617145229.GC512@jibsheet.com>
Message-ID: <4C1F5E1B.5020709@desy.de>

Kevin Falcone wrote:
> On Thu, Jun 17, 2010 at 10:38:12AM +0200, Wolfram Huettermann wrote:
>   
>>    Hello out there,
>>
>>    in Admin/Users/index.html (surely on the local-path), in the <%init%>-part I implemented a
>>    hash which looks like that:
>>
>>    my %NumHash = (21 => "foo",
>>                    23 => "bar",
>>                   25 => "entry",
>>                   29 => "exit");
>>    It is for sure that $NumHash{21} displays foo, for instance.
>>
>>    I want to get a list with the following entries:
>>    #       RealName            NumHash
>>    13      Obama, Barack
>>    21      Reagan, Ronald      foo
>>    23      Clinton, Bill       bar
>>    25      Nixon, Richard      entry
>>    29      Washington, George  exit
>>
>>    I do not think that $NumHash{__id__}  works if I implement it in the format string of my
>>    collection list. What can I do else?
>>     
>
> You really want to use a callback from RT__User/ColumnMap to add a
> NumHash type that uses the passed $User object to lookup and return
> what you want.  If you're on 3.8.8 you get to configure the format
> used on the User admin page from your RT_SiteConfig
>
> -kevin
>   
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
Hi Kevin,

thanks for your advice. Without your help, it would have lasted at least 
a week for me to find it out.

Greetings,

Wolfram

(my English nick is Wolf)




From JoopvandeWege at mococo.nl  Mon Jun 21 09:31:10 2010
From: JoopvandeWege at mococo.nl (Joop)
Date: Mon, 21 Jun 2010 15:31:10 +0200
Subject: [rt-users] Can't load webmux.pl after apache restart
In-Reply-To: <OFC9C858C0.1F6571B8-ONC1257749.0044704F-C1257749.00449353@ucanss.fr>
References: <OFC9C858C0.1F6571B8-ONC1257749.0044704F-C1257749.00449353@ucanss.fr>
Message-ID: <4C1F699E.6060602@mococo.nl>

ademassougnes at ucanss.fr wrote:
> Hello,
>
> I have a strange problem since this week-end, as my RT server won't start
> anymore.
>
> Trying to start Apache failed with this error :
>
> [Mon Jun 21 12:27:16 2010] [error] Unknown error\nCompilation failed in
> require at (eval 2) line 1.\n
> [Mon Jun 21 12:27:16 2010] [error] Can't load Perl file:
> /opt/rt3/bin/webmux.pl for server ...:0, exiting...
>
> Nothing else in the error log. I change the error level to "debug" in the
> RT_Config, nothing much than this error. 
>
>   
Did you look in the error log of Apache?

> None has been changed in the server !!
> It's an RHEL 5.5, RT 3.8.8.
>   

Hmm, to be honest, it looks like File::Temp has been 'upgraded' to a 
version without Weaken support. See this list, it has come up rather 
recently, 1-2 weeks ago.

Regards,

Joop



From raph_adou at yahoo.fr  Mon Jun 21 09:31:12 2010
From: raph_adou at yahoo.fr (=?iso-8859-1?Q?Rapha=EBl_Adou?=)
Date: Mon, 21 Jun 2010 13:31:12 +0000 (GMT)
Subject: [rt-users] Re : Redirection from HTTPS to HTTP
Message-ID: <805570.67763.qm@web26601.mail.ukl.yahoo.com>

Hi all,

The issue is fixed thanks to your help.
In fact, the WebBaseURL was wrong. 

Thank you.



________________________________
De : Rapha?l Adou <raph_adou at yahoo.fr>
? : RT-Users at lists.bestpractical.com
Envoy? le : Jeu 17 juin 2010, 15h 22min 47s
Objet : Redirection from HTTPS to HTTP


Hi all,

I'm using RT version 3.8.8-1 on a debian squeeze server.
I installed Apache 2.2.15-5  as webserver with RT's apache2-modperl2.conf

This is the content of my virtual host file.

<VirtualHost *:443>
        ServerAdmin webmaster at myserver.domain
        ServerName myserver.domain
        Include /etc/request-tracker3.8/apache2-modperl2.conf
</VirtualHost>

I connect to RT by link https://myserver.domain/rt because I left /etc/request-tracker3.8/apache2-modperl2.conf unchanged.

The issue I face is that everytime I submit a form for changing a ticket's status for example, I'm redirecting tohttp (http://myserver.domain/rt/......  ) protocol so I cannot see the result of the operation.
I don't know why.

Can you help me to fix this please ?
Thanks in advance.


      
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From ademassougnes at ucanss.fr  Mon Jun 21 10:08:20 2010
From: ademassougnes at ucanss.fr (ademassougnes at ucanss.fr)
Date: Mon, 21 Jun 2010 16:08:20 +0200
Subject: [rt-users] Can't load webmux.pl after apache restart
In-Reply-To: <4C1F699E.6060602@mococo.nl>
Message-ID: <OF529B430E.8D3C23B2-ONC1257749.004CC49B-C1257749.004DADD0@ucanss.fr>

Hello,

Thank you for your answer.
The log comes from apache. 
File::Temp module comes from CPAN and not from redhat, it's the very last 
one.
Up2date is not set to automatically update, and there was no update since 
a while on this server.

By the way I'v found something, when I run a "make testdeps" to check if 
everything is ok, and I have a problem whith :
        GPG missing dependencies:
                GnuPG::Interface ...MISSING
                        Undefined subroutine 
&Mouse::Util::get_metaclass_by_name called at 
/usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103.

But I can't get to install it again by CPAN, compilation failed (I work on 
it).

Snac

rt-users-bounces at lists.bestpractical.com a ?crit sur 21/06/2010 15:31:10 :

> ademassougnes at ucanss.fr wrote:
> > Hello,
> >
> > I have a strange problem since this week-end, as my RT server won't 
start
> > anymore.
> >
> > Trying to start Apache failed with this error :
> >
> > [Mon Jun 21 12:27:16 2010] [error] Unknown error\nCompilation failed 
in
> > require at (eval 2) line 1.\n
> > [Mon Jun 21 12:27:16 2010] [error] Can't load Perl file:
> > /opt/rt3/bin/webmux.pl for server ...:0, exiting...
> >
> > Nothing else in the error log. I change the error level to "debug" in 
the
> > RT_Config, nothing much than this error. 
> >
> > 
> Did you look in the error log of Apache?
> 
> > None has been changed in the server !!
> > It's an RHEL 5.5, RT 3.8.8.
> > 
> 
> Hmm, to be honest, it looks like File::Temp has been 'upgraded' to a 
> version without Weaken support. See this list, it has come up rather 
> recently, 1-2 weeks ago.
> 
> Regards,
> 
> Joop
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From alan at securematics.com  Mon Jun 21 11:47:24 2010
From: alan at securematics.com (Alan Yuen)
Date: Mon, 21 Jun 2010 08:47:24 -0700
Subject: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
	RT3.8.7
In-Reply-To: <AANLkTinnZHidt9hreW7GsYF8Kkn-YoUSD_l7lbNH8-OF@mail.gmail.com>
References: <40743049A9CF4B718583AD606AFFB271@corp.securematics.local>
	<AANLkTinnZHidt9hreW7GsYF8Kkn-YoUSD_l7lbNH8-OF@mail.gmail.com>
Message-ID: <D62219807021453A9FF917204D12C4EF@corp.securematics.local>

Hi,

There is a /var/cache/rt3/mason_data/obj directory, and there is nothing in
it, and I have also restarted the httpd service, and it is still the same.

Yes, I think it is placed in /opt/rt3 with Yum, it does have etc/ lib/ po/
sbin/ and share/ subdirectories in it.

Any suggestion/help is greatly appreciated.

Rgds,
Alan


________________________________________
From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] 
Sent: Saturday, June 19, 2010 2:28 PM
To: Alan Yuen
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
RT3.8.7

OK, have you tried to clean the mason cache and restart apache?

Another point: i'm not sure where RT is installed via yum, is it placed in
/opt/rt3 ?? or somewhere else?

Torsten
2010/6/18 Alan Yuen <alan at securematics.com>
Hi,

I am a newbie to RT, so any help is appreciated.
I installed RT the lazy way, running Fedora 13, I just "yum install" RT, RT
is up and working in no time.

Then I did "svn checkout
http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1", got the beta
source to AT, followed all the steps in README.

Everything seems to be ok, rebooted Fedora 13, however I don't see anything
change in RT (ie didn't add "Asset" under "Tools"). ?Am I missing something?

Here is what happened in make install:

[root at localhost 1.2.4b1]# make install
mkdir -p //opt/rt3/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
etc/AssetTracker/AT_SiteConfig.pm
//opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
Installed configuration. about to install at in
for dir in `cd ./lib/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
? ? ? ?done
for f in `cd ./lib/ && find . -type f -name \*.pm -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 lib/$f ?/opt/rt3/lib/$f ; \
? ? ? ?done
for dir in `cd ./html/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
? ? ? ?done
for f in `cd ./html/ && find . -type f -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 html/$f
/opt/rt3/share/html/$f ; \
? ? ? ?done
for dir in `cd ./po/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
? ? ? ?done
for f in `cd ./po/ && find . -type f -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 po/$f ?/opt/rt3/po/$f ; \
? ? ? ?done
mkdir -p -m 0755 /opt/rt3/sbin/;
for dir in `cd ./sbin/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
? ? ? ?done
for f in `cd ./sbin/ && find . -type f -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 sbin/$f ?/opt/rt3/sbin//$f ; \
? ? ? ?done
mkdir -p //opt/rt3/etc/AssetTracker/
cp -rp \
? ? ? ? ? ? ? ?etc/AssetTracker/acl.* \
? ? ? ? ? ? ? ?etc/AssetTracker/initialdata \
? ? ? ? ? ? ? ?etc/AssetTracker/schema.* \
? ? ? ? ? ? ? ?etc/AssetTracker/drop_* \
? ? ? ? ? ? ? ?etc/AssetTracker/upgrade \
? ? ? ? ? ? ? ?//opt/rt3/etc/AssetTracker/
# Make the libraries readable
#chmod 0755 /
chown -R root //opt/rt3/lib
chgrp -R bin //opt/rt3/lib
chmod -R ?u+rwX,go-w,go+rX ? ? ?//opt/rt3/lib
chmod 0755 //opt/rt3/etc/AssetTracker/
chmod 0500 //opt/rt3/etc/AssetTracker//*
#TODO: the config file should probably be able to have its
# owner set separately from the binaries.
chown -R root //opt/rt3/etc/AssetTracker/
chgrp -R rt //opt/rt3/etc/AssetTracker/
chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
# Make the web ui readable by all.
chmod -R ?u+rwX,go-w,go+rX ? ? ?//opt/rt3/share/html
chown -R root ?//opt/rt3/share/html
chgrp -R bin ?//opt/rt3/share/html
make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
make[1]: Entering directory `/root/1.2.4b1'
mysql ? `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p <
etc/AssetTracker/drop_schema.mysql
Enter password:
make[1]: Leaving directory `/root/1.2.4b1'
/usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
./etc/AssetTracker/ --dba root --prompt-for-dba-password
Name "RT::DatabaseHost" used only once: possible typo at
/opt/rt3/sbin//at-setup-database line 221.
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:
Now populating AssetTracker database schema.
Creating database schema.
Done setting up database schema.
Now inserting AssetTracker database ACLs
Done setting up database ACLs.
Now inserting AssetTracker data
Creating Superuser ?ACL...done.
Creating groups...141.142.done.
Creating types...1.done.
Creating ACL...That principal already has that right.done.
Done setting up database content.
[root at localhost 1.2.4b1]#


Thanks.

Rgds,
Alan




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.brumm.me
http://www.elektrofeld.de



From torsten.brumm at googlemail.com  Mon Jun 21 11:48:34 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 21 Jun 2010 17:48:34 +0200
Subject: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
	RT3.8.7
In-Reply-To: <D62219807021453A9FF917204D12C4EF@corp.securematics.local>
References: <40743049A9CF4B718583AD606AFFB271@corp.securematics.local>
	<AANLkTinnZHidt9hreW7GsYF8Kkn-YoUSD_l7lbNH8-OF@mail.gmail.com>
	<D62219807021453A9FF917204D12C4EF@corp.securematics.local>
Message-ID: <AANLkTikId7l7yutDUrg7XQ1wnfDCnrcMs4rj2bnOEfSm@mail.gmail.com>

Hmm, ok, have you checked, that it is really installed under /opt/rt3 ?

2010/6/21 Alan Yuen <alan at securematics.com>

> Hi,
>
> There is a /var/cache/rt3/mason_data/obj directory, and there is nothing in
> it, and I have also restarted the httpd service, and it is still the same.
>
> Yes, I think it is placed in /opt/rt3 with Yum, it does have etc/ lib/ po/
> sbin/ and share/ subdirectories in it.
>
> Any suggestion/help is greatly appreciated.
>
> Rgds,
> Alan
>
>
> ________________________________________
> From: Torsten Brumm [mailto:torsten.brumm at googlemail.com]
> Sent: Saturday, June 19, 2010 2:28 PM
> To: Alan Yuen
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
> RT3.8.7
>
> OK, have you tried to clean the mason cache and restart apache?
>
> Another point: i'm not sure where RT is installed via yum, is it placed in
> /opt/rt3 ?? or somewhere else?
>
> Torsten
> 2010/6/18 Alan Yuen <alan at securematics.com>
> Hi,
>
> I am a newbie to RT, so any help is appreciated.
> I installed RT the lazy way, running Fedora 13, I just "yum install" RT, RT
> is up and working in no time.
>
> Then I did "svn checkout
> http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1", got the beta
> source to AT, followed all the steps in README.
>
> Everything seems to be ok, rebooted Fedora 13, however I don't see anything
> change in RT (ie didn't add "Asset" under "Tools").  Am I missing
> something?
>
> Here is what happened in make install:
>
> [root at localhost 1.2.4b1]# make install
> mkdir -p //opt/rt3/etc/AssetTracker/
> cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
> [ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
> etc/AssetTracker/AT_SiteConfig.pm
> //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
> chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
> chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> Installed configuration. about to install at in
> for dir in `cd ./lib/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
>        done
> for f in `cd ./lib/ && find . -type f -name \*.pm -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 lib/$f  /opt/rt3/lib/$f ; \
>        done
> for dir in `cd ./html/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
>        done
> for f in `cd ./html/ && find . -type f -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 html/$f
> /opt/rt3/share/html/$f ; \
>        done
> for dir in `cd ./po/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
>        done
> for f in `cd ./po/ && find . -type f -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 po/$f  /opt/rt3/po/$f ; \
>        done
> mkdir -p -m 0755 /opt/rt3/sbin/;
> for dir in `cd ./sbin/ && find . -type d -print`; do \
>          /bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
>        done
> for f in `cd ./sbin/ && find . -type f -print`; do \
>          /bin/sh ./install-sh -c  -m 0644 sbin/$f  /opt/rt3/sbin//$f ; \
>        done
> mkdir -p //opt/rt3/etc/AssetTracker/
> cp -rp \
>                etc/AssetTracker/acl.* \
>                etc/AssetTracker/initialdata \
>                etc/AssetTracker/schema.* \
>                etc/AssetTracker/drop_* \
>                etc/AssetTracker/upgrade \
>                //opt/rt3/etc/AssetTracker/
> # Make the libraries readable
> #chmod 0755 /
> chown -R root //opt/rt3/lib
> chgrp -R bin //opt/rt3/lib
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/lib
> chmod 0755 //opt/rt3/etc/AssetTracker/
> chmod 0500 //opt/rt3/etc/AssetTracker//*
> #TODO: the config file should probably be able to have its
> # owner set separately from the binaries.
> chown -R root //opt/rt3/etc/AssetTracker/
> chgrp -R rt //opt/rt3/etc/AssetTracker/
> chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
> chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
> # Make the web ui readable by all.
> chmod -R  u+rwX,go-w,go+rX      //opt/rt3/share/html
> chown -R root  //opt/rt3/share/html
> chgrp -R bin  //opt/rt3/share/html
> make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
> RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
> make[1]: Entering directory `/root/1.2.4b1'
> mysql   `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
> RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p <
> etc/AssetTracker/drop_schema.mysql
> Enter password:
> make[1]: Leaving directory `/root/1.2.4b1'
> /usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
> ./etc/AssetTracker/ --dba root --prompt-for-dba-password
> Name "RT::DatabaseHost" used only once: possible typo at
> /opt/rt3/sbin//at-setup-database line 221.
> 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:
> Now populating AssetTracker database schema.
> Creating database schema.
> Done setting up database schema.
> Now inserting AssetTracker database ACLs
> Done setting up database ACLs.
> Now inserting AssetTracker data
> Creating Superuser  ACL...done.
> Creating groups...141.142.done.
> Creating types...1.done.
> Creating ACL...That principal already has that right.done.
> Done setting up database content.
> [root at localhost 1.2.4b1]#
>
>
> Thanks.
>
> Rgds,
> Alan
>
>
>
>
> 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.brumm.me
> http://www.elektrofeld.de
>
>


-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From alan at securematics.com  Mon Jun 21 11:54:34 2010
From: alan at securematics.com (Alan Yuen)
Date: Mon, 21 Jun 2010 08:54:34 -0700
Subject: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
	RT3.8.7
In-Reply-To: <AANLkTikId7l7yutDUrg7XQ1wnfDCnrcMs4rj2bnOEfSm@mail.gmail.com>
References: <40743049A9CF4B718583AD606AFFB271@corp.securematics.local><AANLkTinnZHidt9hreW7GsYF8Kkn-YoUSD_l7lbNH8-OF@mail.gmail.com><D62219807021453A9FF917204D12C4EF@corp.securematics.local>
	<AANLkTikId7l7yutDUrg7XQ1wnfDCnrcMs4rj2bnOEfSm@mail.gmail.com>
Message-ID: <CE87B6C2CAC2486F9FB1A5D9B73D4E95@corp.securematics.local>

Yes, there are Admin/ Asset/ Elements/ index.html Search/ and Ticket/ in
/opt/rt3/share/html/AssetTracker.


________________________________________
From: Torsten Brumm [mailto:torsten.brumm at googlemail.com] 
Sent: Monday, June 21, 2010 8:49 AM
To: Alan Yuen
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
RT3.8.7

Hmm, ok, have you checked, that it is really installed under /opt/rt3 ?
2010/6/21 Alan Yuen <alan at securematics.com>
Hi,

There is a /var/cache/rt3/mason_data/obj directory, and there is nothing in
it, and I have also restarted the httpd service, and it is still the same.

Yes, I think it is placed in /opt/rt3 with Yum, it does have etc/ lib/ po/
sbin/ and share/ subdirectories in it.

Any suggestion/help is greatly appreciated.

Rgds,
Alan


________________________________________
From: Torsten Brumm [mailto:torsten.brumm at googlemail.com]
Sent: Saturday, June 19, 2010 2:28 PM
To: Alan Yuen
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Trying to get AssetTracker1.2.4b1 to work with
RT3.8.7

OK, have you tried to clean the mason cache and restart apache?

Another point: i'm not sure where RT is installed via yum, is it placed in
/opt/rt3 ?? or somewhere else?

Torsten
2010/6/18 Alan Yuen <alan at securematics.com>
Hi,

I am a newbie to RT, so any help is appreciated.
I installed RT the lazy way, running Fedora 13, I just "yum install" RT, RT
is up and working in no time.

Then I did "svn checkout
http://ass-tracker-4rt.googlecode.com/svn/at/tags/1.2.4b1", got the beta
source to AT, followed all the steps in README.

Everything seems to be ok, rebooted Fedora 13, however I don't see anything
change in RT (ie didn't add "Asset" under "Tools"). ?Am I missing something?

Here is what happened in make install:

[root at localhost 1.2.4b1]# make install
mkdir -p //opt/rt3/etc/AssetTracker/
cp etc/AssetTracker/AT_Config.pm //opt/rt3/etc/AssetTracker/AT_Config.pm
[ -f //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm ] || cp
etc/AssetTracker/AT_SiteConfig.pm
//opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_Config.pm
chown root //opt/rt3/etc/AssetTracker/AT_Config.pm
chgrp rt //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
chown root //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
Installed configuration. about to install at in
for dir in `cd ./lib/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/lib/$dir ; \
? ? ? ?done
for f in `cd ./lib/ && find . -type f -name \*.pm -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 lib/$f ?/opt/rt3/lib/$f ; \
? ? ? ?done
for dir in `cd ./html/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/share/html/$dir ; \
? ? ? ?done
for f in `cd ./html/ && find . -type f -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 html/$f
/opt/rt3/share/html/$f ; \
? ? ? ?done
for dir in `cd ./po/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/po/$dir ; \
? ? ? ?done
for f in `cd ./po/ && find . -type f -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 po/$f ?/opt/rt3/po/$f ; \
? ? ? ?done
mkdir -p -m 0755 /opt/rt3/sbin/;
for dir in `cd ./sbin/ && find . -type d -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c -d -m 0755 /opt/rt3/sbin//$dir ; \
? ? ? ?done
for f in `cd ./sbin/ && find . -type f -print`; do \
? ? ? ? ?/bin/sh ./install-sh -c ?-m 0644 sbin/$f ?/opt/rt3/sbin//$f ; \
? ? ? ?done
mkdir -p //opt/rt3/etc/AssetTracker/
cp -rp \
? ? ? ? ? ? ? ?etc/AssetTracker/acl.* \
? ? ? ? ? ? ? ?etc/AssetTracker/initialdata \
? ? ? ? ? ? ? ?etc/AssetTracker/schema.* \
? ? ? ? ? ? ? ?etc/AssetTracker/drop_* \
? ? ? ? ? ? ? ?etc/AssetTracker/upgrade \
? ? ? ? ? ? ? ?//opt/rt3/etc/AssetTracker/
# Make the libraries readable
#chmod 0755 /
chown -R root //opt/rt3/lib
chgrp -R bin //opt/rt3/lib
chmod -R ?u+rwX,go-w,go+rX ? ? ?//opt/rt3/lib
chmod 0755 //opt/rt3/etc/AssetTracker/
chmod 0500 //opt/rt3/etc/AssetTracker//*
#TODO: the config file should probably be able to have its
# owner set separately from the binaries.
chown -R root //opt/rt3/etc/AssetTracker/
chgrp -R rt //opt/rt3/etc/AssetTracker/
chmod 0554 //opt/rt3/etc/AssetTracker/AT_Config.pm
chmod 0554 //opt/rt3/etc/AssetTracker/AT_SiteConfig.pm
# Make the web ui readable by all.
chmod -R ?u+rwX,go-w,go+rX ? ? ?//opt/rt3/share/html
chown -R root ?//opt/rt3/share/html
chgrp -R bin ?//opt/rt3/share/html
make dropdb.`/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseType`
make[1]: Entering directory `/root/1.2.4b1'
mysql ? `/usr/bin/perl -I/opt/rt3/lib -I/opt/rt3/lib -e'use RT;
RT::LoadConfig(); print ${$RT::{$ARGV[0]}};' DatabaseName` -u root -p <
etc/AssetTracker/drop_schema.mysql
Enter password:
make[1]: Leaving directory `/root/1.2.4b1'
/usr/bin/perl /opt/rt3/sbin//at-setup-database --action init --datadir
./etc/AssetTracker/ --dba root --prompt-for-dba-password
Name "RT::DatabaseHost" used only once: possible typo at
/opt/rt3/sbin//at-setup-database line 221.
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:
Now populating AssetTracker database schema.
Creating database schema.
Done setting up database schema.
Now inserting AssetTracker database ACLs
Done setting up database ACLs.
Now inserting AssetTracker data
Creating Superuser ?ACL...done.
Creating groups...141.142.done.
Creating types...1.done.
Creating ACL...That principal already has that right.done.
Done setting up database content.
[root at localhost 1.2.4b1]#


Thanks.

Rgds,
Alan




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.brumm.me
http://www.elektrofeld.de



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de



From kfcrocker at lbl.gov  Mon Jun 21 12:32:57 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Jun 2010 09:32:57 -0700
Subject: [rt-users] Configuration question
Message-ID: <AANLkTilM_mX-hPpzQ-Q3WGbkRU9Fz3g2SeLCQzWu_n3h@mail.gmail.com>

To list,

I have 3.8.7 installed into production. I was looking at the
Configuration->Tools-> System Configuration settings and noticed one I
hadn't read anything about "CustomFieldValuesSource". What does this do or
how is it used?

Thanks.


Kenn
LBNL
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From steve.anderson at bipsolutions.com  Mon Jun 21 12:40:04 2010
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Mon, 21 Jun 2010 17:40:04 +0100
Subject: [rt-users] Configuration question
In-Reply-To: <AANLkTilM_mX-hPpzQ-Q3WGbkRU9Fz3g2SeLCQzWu_n3h@mail.gmail.com>
References: <AANLkTilM_mX-hPpzQ-Q3WGbkRU9Fz3g2SeLCQzWu_n3h@mail.gmail.com>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805C86666411B@PEMEXMBXVS01.jellyfishnet.co.uk.local>

If you take a look at the file docs/creating_external_custom_fields.pod, from the tarball, it should explain it.

perldoc docs/creating_external_custom_fields.pod

It's a way of using an external data source as the list you can select from for a custom field. The main example given is for listing the groups in RT as selectable values.

I'm using it for a tie into our Asset database (using DBI)



Steve Anderson

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 21 June 2010 5:33 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Configuration question

To list,

I have 3.8.7 installed into production. I was looking at the Configuration->Tools-> System Configuration settings and noticed one I hadn't read anything about "CustomFieldValuesSource". What does this do or how is it used?

Thanks.


Kenn
LBNL
________________________________
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
________________________________

________________________________
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

****************************************************************************
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
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From kfcrocker at lbl.gov  Mon Jun 21 12:59:32 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 21 Jun 2010 09:59:32 -0700
Subject: [rt-users] Configuration question
In-Reply-To: <C5C7E297C4A0ED4093C5CBF8DC0B3805C86666411B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
References: <AANLkTilM_mX-hPpzQ-Q3WGbkRU9Fz3g2SeLCQzWu_n3h@mail.gmail.com>
	<C5C7E297C4A0ED4093C5CBF8DC0B3805C86666411B@PEMEXMBXVS01.jellyfishnet.co.uk.local>
Message-ID: <AANLkTim2i9H2Ycqj4WYFpy_cxqDw73-Zjdh7PIW7Ik83@mail.gmail.com>

Steve,

AAHH! OK, I got it. I don't use it yet, but now that explanation triggered
my memory.

Thanks.

Kenn
LBNL

On Mon, Jun 21, 2010 at 9:40 AM, Steve Anderson <
steve.anderson at bipsolutions.com> wrote:

>  If you take a look at the file docs/creating_external_custom_fields.pod,
> from the tarball, it should explain it.
>
>
>
> perldoc docs/creating_external_custom_fields.pod
>
>
>
> It?s a way of using an external data source as the list you can select from
> for a custom field. The main example given is for listing the groups in RT
> as selectable values.
>
>
>
> I?m using it for a tie into our Asset database (using DBI)
>
>
>
>
>
>
>
> Steve Anderson
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* 21 June 2010 5:33 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Configuration question
>
>
>
> To list,
>
> I have 3.8.7 installed into production. I was looking at the
> Configuration->Tools-> System Configuration settings and noticed one I
> hadn't read anything about "CustomFieldValuesSource". What does this do or
> how is it used?
>
> Thanks.
>
>
> Kenn
> LBNL
>  ------------------------------
>
> This email has been scanned by Netintelligence
> http://www.netintelligence.com/email
>  ------------------------------
>
> ------------------------------
> BiP Solutions Limited is a company registered in Scotland with Company
> Number SC086146 and VAT number 383030966 and having its registered
> office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
>
>
> ****************************************************************************
> This e-mail (and any attachment) is intended only for the attention of
> the addressee(s). Its unauthorised use, disclosure, storage or copying
> is not permitted. If you are not the intended recipient, please destroy
> all copies and inform the sender by return e-mail.
> This e-mail (whether you are the sender or the recipient) may be
> monitored, recorded and retained by BiP Solutions Ltd.
> E-mail monitoring/ blocking software may be used, and e-mail content may
> be read at any time.You have a responsibility to ensure laws are not
> broken when composing or forwarding e-mails and their contents.
>
> ****************************************************************************
>
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From giobuon at gmail.com  Mon Jun 21 23:08:01 2010
From: giobuon at gmail.com (=?UTF-8?B?VHLhuqduIFRy4buNbmcgVOG6pW4=?=)
Date: Tue, 22 Jun 2010 10:08:01 +0700
Subject: [rt-users] HTML for ticket body.
Message-ID: <AANLkTikyqHWJJRHGbwqz-jPEZJsXk0aWwmlMC0e7LGQu@mail.gmail.com>

I want to display some basic HTML tag (like table) on ticket body on page
/Ticket/Display.html. Where can I configure to enable it? or mod some code
to do it?

TIA.
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From alberto.villanueva at altran.es  Tue Jun 22 04:04:40 2010
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 22 Jun 2010 10:04:40 +0200
Subject: [rt-users] Query about "Principals" table
Message-ID: <4C206E98.1030005@altran.es>

Hi,


A have a question about "Pincipals" table. If I run next query: "select 
* from Principals where ObjectId=26;". It returns a user (in my 
database). It's OK.

If I run next query: "select count(id) from Tickets where Creator=26;", 
it returns the number of tickets which creator is user-id=26. And I 
haven't need to use "Principals" table.
And I do a "join" query between "Users" and "Tickets", I can obtain the 
information without using "Principals" table.

Then, what is "Principals" table used to? I don't understand that table.

Any explanation?


Thanks a lot!
Best regards,

-- 
Alberto Villanueva
Industria
______________________________________

ALTRAN

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

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From elacour at easter-eggs.com  Tue Jun 22 04:22:07 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 22 Jun 2010 10:22:07 +0200
Subject: [rt-users] Query about "Principals" table
In-Reply-To: <4C206E98.1030005@altran.es>
References: <4C206E98.1030005@altran.es>
Message-ID: <20100622082207.GA3029@easter-eggs.com>

On Tue, Jun 22, 2010 at 10:04:40AM +0200, Alberto Villanueva wrote:
> Hi,
>
>
> A have a question about "Pincipals" table. If I run next query: "select  
> * from Principals where ObjectId=26;". It returns a user (in my  
> database). It's OK.
>
> If I run next query: "select count(id) from Tickets where Creator=26;",  
> it returns the number of tickets which creator is user-id=26. And I  
> haven't need to use "Principals" table.
> And I do a "join" query between "Users" and "Tickets", I can obtain the  
> information without using "Principals" table.
>
> Then, what is "Principals" table used to? I don't understand that table.
>
> Any explanation?
>

principals are used to ease ACLs calculations, by giving a common list of
Users and Groups objects.
principals Id are unique across users and groups and users and groups
uses the principal id as Id. That's why, if you create a user A, then a
group B, then a user C, the id for user C isn't id of user A + 1.




From alberto.villanueva at altran.es  Tue Jun 22 04:25:41 2010
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Tue, 22 Jun 2010 10:25:41 +0200
Subject: [rt-users] Query about "Principals" table
In-Reply-To: <20100622082207.GA3029@easter-eggs.com>
References: <4C206E98.1030005@altran.es>
	<20100622082207.GA3029@easter-eggs.com>
Message-ID: <4C207385.7020907@altran.es>



> principals are used to ease ACLs calculations, by giving a common list of
> Users and Groups objects.
> principals Id are unique across users and groups and users and groups
> uses the principal id as Id. That's why, if you create a user A, then a
> group B, then a user C, the id for user C isn't id of user A + 1.

Ok. Thanks!!


Best regards,

-- 
Alberto Villanueva
Industria
______________________________________

ALTRAN

C/Campezo, 1, Edificio 1, Planta 4
28022 Madrid, Spain
Tel : + 34 91 550 41 00
Fax: + 34 91 415 61 53

www.altran.es

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From jrummel at imapp.com  Tue Jun 22 10:34:38 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Tue, 22 Jun 2010 07:34:38 -0700 (PDT)
Subject: [rt-users]  Scheduled tasks based on custom field
Message-ID: <28960849.post@talk.nabble.com>


Hi everyone,

I have a queue called 'Research' that I want to have 2 CF's in.  Both CFs
will be an 'enter one value' field.  One called "Start Date" which will get
a date entered into it in XX/XX/XXXX format, and another called "Repeat
every (months)" where the user will just enter in a number for how many
months they want between the ticket's creation.

I plan on making a cron job for the ticket creation, but is there a way for
me to use what is entered into the above CFs to tell the cron job when to
create the appropriate tickets?

Thanks!
Jonathan

RT 3.6.5, MySQL
-- 
View this message in context: http://old.nabble.com/Scheduled-tasks-based-on-custom-field-tp28960849p28960849.html
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From steve.anderson at bipsolutions.com  Tue Jun 22 10:39:44 2010
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Tue, 22 Jun 2010 15:39:44 +0100
Subject: [rt-users] Scheduled tasks based on custom field
In-Reply-To: <28960849.post@talk.nabble.com>
References: <28960849.post@talk.nabble.com>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805C866664E9B@PEMEXMBXVS01.jellyfishnet.co.uk.local>

If you're using something that can directly access the database, then take a look at something like the sql query below.

select distinct ObjectId,Content from ObjectCustomFieldValues where CustomField=5

Where the CustomField number is the number of the custom start date field (rather than 5)



Steve Anderson


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Rummel
Sent: 22 June 2010 3:35 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Scheduled tasks based on custom field


Hi everyone,

I have a queue called 'Research' that I want to have 2 CF's in.  Both CFs
will be an 'enter one value' field.  One called "Start Date" which will get
a date entered into it in XX/XX/XXXX format, and another called "Repeat
every (months)" where the user will just enter in a number for how many
months they want between the ticket's creation.

I plan on making a cron job for the ticket creation, but is there a way for
me to use what is entered into the above CFs to tell the cron job when to
create the appropriate tickets?

Thanks!
Jonathan

RT 3.6.5, MySQL
--
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From elacour at easter-eggs.com  Tue Jun 22 10:43:49 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 22 Jun 2010 16:43:49 +0200
Subject: [rt-users] HTML for ticket body.
In-Reply-To: <AANLkTikyqHWJJRHGbwqz-jPEZJsXk0aWwmlMC0e7LGQu@mail.gmail.com>
References: <AANLkTikyqHWJJRHGbwqz-jPEZJsXk0aWwmlMC0e7LGQu@mail.gmail.com>
Message-ID: <20100622144349.GQ3029@easter-eggs.com>

On Tue, Jun 22, 2010 at 10:08:01AM +0700, Tr?n Tr?ng T?n wrote:
> I want to display some basic HTML tag (like table) on ticket body on page
> /Ticket/Display.html. Where can I configure to enable it? or mod some code
> to do it?
> 

you have to change the file share/html/Ticket/Display.html.

but first:

- see if the place where you wan't to add code correspond to one of the
  callbacks defined in this file. If yes, use this callback as described
  here: http://wiki.bestpractical.com/view/CustomizingWithCallbacks
- if there is no usefull callback, copy this file to local/html/Ticket/
  and modify it

then you need to clear the mason cache (rm -rf var/mason_data/obj) and
restart your webserver to see your changes.


From ahardy at nxar.com  Tue Jun 22 13:04:17 2010
From: ahardy at nxar.com (Alyssa Hardy)
Date: Tue, 22 Jun 2010 10:04:17 -0700
Subject: [rt-users] Blank lines in emails
Message-ID: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>

Hi,

One of my co-workers is complaining that they are seeing excessive blank
lines in the emails they get from RT. I don't see any such thing on gmail.
They use outlook. What's causing this, and how can I clean it up?

Thanks!
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From jesse at bestpractical.com  Tue Jun 22 14:10:26 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Jun 2010 14:10:26 -0400
Subject: [rt-users] Blank lines in emails
In-Reply-To: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>
References: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>
Message-ID: <20100622181026.GP29991@bestpractical.com>




On Tue, Jun 22, 2010 at 10:04:17AM -0700, Alyssa Hardy wrote:
> Hi,
> 
> One of my co-workers is complaining that they are seeing excessive blank
> lines in the emails they get from RT. I don't see any such thing on gmail.
> They use outlook. What's causing this, and how can I clean it up?

Outlook 2007 and up are...insanely broken in how they send the text/plain parts of messages.

Can you pull the latest lib/RT/Interface/Email.pm from git and see if it fixes things for you?


> 
> Thanks!

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 


From jsalaz at meteostar.com  Tue Jun 22 14:21:58 2010
From: jsalaz at meteostar.com (Jason Salaz)
Date: Tue, 22 Jun 2010 12:21:58 -0600
Subject: [rt-users] SQLite error on new 3.8.8 Install
Message-ID: <F790D6DC-8DE5-4A14-86E0-A9DAECB647EF@meteostar.com>

Hey folks,

I'm running into an issue that's kind of bewildering me. I'm installing RT 3.8.8 for the first time, and I think I've done about everything needed per the ManualInstallation wiki page (and the Manual Apache Setup page following).

I'm using SQLite as initial test, figuring that a compact local database would be the easiest way to evaluate RT before finding it a home on one of our primary database servers.

Yes, I did pass --with-db-type=SQLite into ./configure
All of the generated defaults in the RT_Config.pm have been left alone, and I haven't overridden any of the database* properties in RT_SiteConfig.pm, I'm trying to remain as vanilla as possible in this first go around.

Set($DatabaseType , 'SQLite');
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabasePort , '');
Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , 'rt_pass');
Set($DatabaseName , 'rt3');
Set($DatabaseRequireSSL , undef);
Set($SenderMustExistInExternalDatabase , undef);

I have set $rtname, $Organization, $Timezone, $OwnerEmail, $WebDomain, and $WebPath, and finally decided to enable DevelMode in order to try to find better error messages.

I overcame a mod_perl problem already, but am now met with some sort of a SQLite error; All of the background database queries appear to be failing with an identical error message:

DBD::SQLite::db prepare failed: not an error at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 469.
RT::Handle=HASH(0x2ac800384380) couldn't prepare the query 'SELECT  * FROM Users WHERE lower(Name) = ?'not an error

Many of those queries fail when Apache restarts, and it continues to fail each time I attempt to log in.

At first, the only problem I had was being unable to log in with the initial default login, which really threw me for a loop. I just received an "Authentication Failed" error on the web site on log in. After diving a lot deeper, I found out that all queries to the database are failing.

This is everything that I can think is pertinent;

(1) Again, I haven't changed any of the RT_Config database properties.
(2) The database exists at /opt/rt3/var/rt3
(3) Running the query manually via the command line sqlite3 utility works, and I see the information about the root user.
(4) It goes without saying that I did indeed make initialize-database. The only error I received during that was the note about setting "RTAddressRegexp", I'll set that after I can actually start working with RT.

Apache: 2.2.3
Using mod_perl2
DBD::SQLite 1.29
RT 3.8.8
You can see from the error message I'm using Perl 5.8.8 (on CentOS 5.4).

I don't quite know how I would trace the requests to see if it's attempting to open the database in the expected location, which is my last idea but I'm out of ways to figure it out.

From jrummel at imapp.com  Tue Jun 22 14:57:55 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Tue, 22 Jun 2010 11:57:55 -0700 (PDT)
Subject: [rt-users] Child Ticket Creation with PDF Attachment
In-Reply-To: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
References: <27756336E1203E4AAA71201DB44176A80350E27D33@BLR-HCLT-EVS05.HCLT.CORP.HCL.IN>
Message-ID: <28963734.post@talk.nabble.com>


Tony,

Did you have any success with this?  I'm trying to do something similar.

Thanks!
Jonathan



TONY JOHN - ERS, HCL Tech wrote:
> 
> Hi ,
> 
> Im trying to create a Child Ticket with a pdf attachment .The pdf which
> needs to be attached to the Child Ticket should be same as the pdf
> attached in the Parent Ticket.The Template which I use fails to attach the
> Parent ticket pdf attachment to the Child Ticket. The Template which I
> tried is given below:
> 
> ===Create-Ticket: Child
> Subject: {$Tickets{'TOP'}->Subject}
> Queue: 13
> Status: open
> Parents: TOP
> Type: ticket
> Content-Type: application/pdf
> Due: {$Tickets{'TOP'}->Due()}
> RT-Attach-Message: Yes
> Contents: {$Tickets{'TOP'}->Transactions->First->Attachments();}
> 
> Any Help?
> 
> Thanks,
> Tony John
> 
> DISCLAIMER:
> -----------------------------------------------------------------------------------------------------------------------
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> It shall not attach any liability on the originator or HCL or its
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From mark.jenks at iodincorporated.com  Tue Jun 22 15:29:03 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Tue, 22 Jun 2010 14:29:03 -0500
Subject: [rt-users] Blank lines in emails
In-Reply-To: <20100622181026.GP29991@bestpractical.com>
References: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>
	<20100622181026.GP29991@bestpractical.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B096AAD@imcmail2.imcwi.com>

I am seeing this too.   Are you referring to the git stable, or the git
3.99 ?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: Tuesday, June 22, 2010 1:10 PM
To: Alyssa Hardy
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Blank lines in emails




On Tue, Jun 22, 2010 at 10:04:17AM -0700, Alyssa Hardy wrote:
> Hi,
> 
> One of my co-workers is complaining that they are seeing excessive
blank
> lines in the emails they get from RT. I don't see any such thing on
gmail.
> They use outlook. What's causing this, and how can I clean it up?

Outlook 2007 and up are...insanely broken in how they send the
text/plain parts of messages.

Can you pull the latest lib/RT/Interface/Email.pm from git and see if it
fixes things for you?


> 
> Thanks!

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
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From jesse at bestpractical.com  Tue Jun 22 15:43:48 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Jun 2010 15:43:48 -0400
Subject: [rt-users] Blank lines in emails
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B096AAD@imcmail2.imcwi.com>
References: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>
	<20100622181026.GP29991@bestpractical.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B096AAD@imcmail2.imcwi.com>
Message-ID: <20100622194348.GS29991@bestpractical.com>




On Tue, Jun 22, 2010 at 02:29:03PM -0500, Mark Jenks wrote:
> I am seeing this too.   Are you referring to the git stable, or the git
> 3.99 ?
> 

3.8-trunk


From jrummel at imapp.com  Tue Jun 22 16:08:26 2010
From: jrummel at imapp.com (Jonathan Rummel)
Date: Tue, 22 Jun 2010 13:08:26 -0700 (PDT)
Subject: [rt-users]  Scrip to resolve parent when all children resolved
Message-ID: <28964429.post@talk.nabble.com>


I have a scrip in place that creates 4 child tickets in queue B upon creation
of a ticket (the parent) in queue A.  Is there a way for the parent to check
the status of the child tickets and automatically resolve itself when the
last of the child tickets is resolved?

Thank you,
Jonathan

RT 3.6.5, MySQL
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From kpenland at bigtube.net  Tue Jun 22 16:08:11 2010
From: kpenland at bigtube.net (Kerry)
Date: Tue, 22 Jun 2010 16:08:11 -0400
Subject: [rt-users] Can't change the password on new user
Message-ID: <4C21182B.2080802@bigtube.net>

Hi folks,
I'm new to RT,  I've just installed ver 3.8.8 and when I add a user it 
adds the user ok but when trying to modify that user and entering a new 
password I get the results
Results

    * Please enter your current password. Password has not been set.

I looked in the database table and the password has *NO_PASSWORD* in the 
password field but I have been unsuccesful at adding a password for a 
new user.
I have both checkboxes checked.
Access control
Let this user access RT
Let this user be granted rights


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From hhedeshian at symplified.com  Tue Jun 22 16:21:53 2010
From: hhedeshian at symplified.com (Harout Hedeshian)
Date: Tue, 22 Jun 2010 14:21:53 -0600
Subject: [rt-users] mailgate - (possibly) corrupt ticket creation
Message-ID: <AANLkTildWBVBNO5BAjrJlKt-36yOaLtZ2XNDBKPs9NkQ@mail.gmail.com>

RT users,

I'm having some problems with mailgate automatically creating tickets. There
doesn't seem to be any mention for my specific problem in TFM (or anywhere
else). Googling the exact error returns two results; both on the same down
server. I'd really appreciate is if someone could help out.

Symptoms:
It seems like tickets are created without problem (auto reply scrip #3 works
as well). When trying to reply to the ticket the error "no value sent for
required parameter 'Attributes'" is displayed and the page hangs. The same
error occurs when clicking on the "people" and "jumbo" tabs. When viewing
the summary page, all of the expected fields are present and populated.
There are no errors recorded in /var/log/httpd/error* or /var/log/messages.
Screenshots, log files, config files, etc available on request.

Steps to reproduce:
1. send email to its at domain.tld (of course we a are using a real one)
2. Log in to selfservice as an unprivileged user or as root
3. Do one of:
  I. Reply to the ticket
  II. Click the "people" tab
  III. Click the "jumbo" tab
Reproducibility: 100%.

Setup:
OS: CentOS 5.5
RT 3.8.8 (new install).
Install instructions used: README and (mostly)
http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
Using ActiveDirectory with  RT::Authen::ExternalAuth; configured exactly as
in the tutorial above.
Active Directory Version: 2008 schema
Latest (as of yesterday) RT FM

Thanks,
Harout

Harout Hedeshian
Office: 303.318.4205
hhedeshian at symplified.com

Symplified
The Cloud Security Company
http://www.symplified.com
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From mark.jenks at iodincorporated.com  Tue Jun 22 16:26:58 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Tue, 22 Jun 2010 15:26:58 -0500
Subject: [rt-users] Blank lines in emails
In-Reply-To: <20100622194348.GS29991@bestpractical.com>
References: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>
	<20100622181026.GP29991@bestpractical.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B096AAD@imcmail2.imcwi.com>
	<20100622194348.GS29991@bestpractical.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B096AF3@imcmail2.imcwi.com>

I just did a diff against my 3.8.8 and the 3.8-trunk and there are
minimal changes made to it.

It's in the body of the messages that are included each time.   Every
blank line seems to turn into to, so after 4-5 forwards there are huge
gaps in them.



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, June 22, 2010 2:44 PM
To: Mark Jenks
Cc: Alyssa Hardy; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Blank lines in emails




On Tue, Jun 22, 2010 at 02:29:03PM -0500, Mark Jenks wrote:
> I am seeing this too.   Are you referring to the git stable, or the
git
> 3.99 ?
> 

3.8-trunk

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.


From hhedeshian at symplified.com  Tue Jun 22 16:58:18 2010
From: hhedeshian at symplified.com (Harout Hedeshian)
Date: Tue, 22 Jun 2010 14:58:18 -0600
Subject: [rt-users] Mailgate+LDAP: Email creates uneditable/unviewable
	tickets
Message-ID: <AANLkTimKpXPQHoHgnlaw_0bFUi3VIsLKD3lyrvaO58tQ@mail.gmail.com>

My apologies if this the second time you are seeing this, it seems the first
one didn't go through?

Hi,

I'm having some problems with mailgate automatically creating tickets. There
doesn't seem to be any mention for my specific problem in TFM (or anywhere
else). Googling the exact error returns three results; all on the same down
server. I'd really appreciate is if someone could help out.

Symptoms:
It seems like tickets are created without problem (auto reply scrip #3 works
as well). When trying to reply to the ticket the error "no value sent for
required parameter 'Attributes'" (seems to be a generic perl error?) is
displayed and the page hangs. The same error occurs when clicking on the
"people" and "jumbo" tabs. When viewing the summary page, all of the
expected fields are present and populated. There are no errors recorded in
/var/log/httpd/error* or /var/log/messages. Screenshots, log files, config
files, etc available on request.

Steps to reproduce:
1. send email to its at domain.tld (of course we a are using a real one)
2. Log in to selfservice as an unprivileged user or as root
3. Do one of:
  I. Reply to the ticket
  II. Click the "people" tab
  III. Click the "jumbo" tab
Reproducibility: 100%.

Setup:
OS: CentOS 5.5
RT 3.8.8 (new install).
Install instructions used: README and (mostly)
http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
Using ActiveDirectory with  RT::Authen::ExternalAuth; configured exactly as
in the tutorial above.
Active Directory Version: 2008 schema
Latest (as of yesterday) RT FM


Thanks,

Harout Hedeshian


-- 
Harout Hedeshian
Mobile: 303.819.1549
hhedeshian at symplified.com

Symplified
The Cloud Security Company
http://www.symplified.com
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From jesse at bestpractical.com  Tue Jun 22 17:08:34 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Jun 2010 17:08:34 -0400
Subject: [rt-users] Blank lines in emails
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B096AF3@imcmail2.imcwi.com>
References: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>
	<20100622181026.GP29991@bestpractical.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B096AAD@imcmail2.imcwi.com>
	<20100622194348.GS29991@bestpractical.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B096AF3@imcmail2.imcwi.com>
Message-ID: <20100622210834.GT29991@bestpractical.com>




On Tue, Jun 22, 2010 at 03:26:58PM -0500, Mark Jenks wrote:
> I just did a diff against my 3.8.8 and the 3.8-trunk and there are
> minimal changes made to it.
> 
> It's in the body of the messages that are included each time.   Every
> blank line seems to turn into to, so after 4-5 forwards there are huge
> gaps in them.
> 

It's been pointed out that I meant RT::EmailParser.

Sorry about that.

-Jesse


From ruz at bestpractical.com  Tue Jun 22 18:15:28 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 23 Jun 2010 02:15:28 +0400
Subject: [rt-users] Mailgate+LDAP: Email creates uneditable/unviewable
	tickets
In-Reply-To: <AANLkTimKpXPQHoHgnlaw_0bFUi3VIsLKD3lyrvaO58tQ@mail.gmail.com>
References: <AANLkTimKpXPQHoHgnlaw_0bFUi3VIsLKD3lyrvaO58tQ@mail.gmail.com>
Message-ID: <AANLkTiluqMfWO0jQeZ7mF807HDPjayirJshUJU2hg5dn@mail.gmail.com>

Hi,

Don't duplicate the same message several times.

On Wed, Jun 23, 2010 at 12:58 AM, Harout Hedeshian
<hhedeshian at symplified.com> wrote:
> no value sent for required parameter 'Attributes'"

This error you quote means that something called some mason component
and didn't pass required argument. Without stack trace it's useless.
Quick and dirty search shows that there are no obviouse components in
RT that have Attributes argument. You have to figure out that before
we can help you.

-- 
Best regards, Ruslan.


From bmccormack at nextjump.com  Tue Jun 22 18:32:03 2010
From: bmccormack at nextjump.com (Bernard McCormack)
Date: Tue, 22 Jun 2010 18:32:03 -0400
Subject: [rt-users] RT Dashboards
Message-ID: <2437DA37D3AF87429F50B1FBE01C973C0299C65B@MASERVER1.nextjump.com>

I was wondering is it possible to make the search on a dashboard dynamic
like in the search window so that when you want to change the sort it is
one click away? 

 

--Bernard

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From hhedeshian at symplified.com  Tue Jun 22 18:40:19 2010
From: hhedeshian at symplified.com (Harout Hedeshian)
Date: Tue, 22 Jun 2010 16:40:19 -0600
Subject: [rt-users] Mailgate+LDAP: Email creates uneditable/unviewable
	tickets
In-Reply-To: <AANLkTiluqMfWO0jQeZ7mF807HDPjayirJshUJU2hg5dn@mail.gmail.com>
References: <AANLkTimKpXPQHoHgnlaw_0bFUi3VIsLKD3lyrvaO58tQ@mail.gmail.com>
	<AANLkTiluqMfWO0jQeZ7mF807HDPjayirJshUJU2hg5dn@mail.gmail.com>
Message-ID: <AANLkTilBxQmNkHIsluArbzcPuOXnomjk2F3JgooOeIyR@mail.gmail.com>

On Tue, Jun 22, 2010 at 4:15 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> Hi,
>
> Don't duplicate the same message several times.
>
My apologies. There was a significant delay from when I sent the first email
so I assumed it didn't go through.



> On Wed, Jun 23, 2010 at 12:58 AM, Harout Hedeshian
> <hhedeshian at symplified.com> wrote:
> > no value sent for required parameter 'Attributes'"
>
> This error you quote means that something called some mason component
> and didn't pass required argument.
>

Thanks to that I figured out where the problem is. Turns out the problem is
my own stupidity. I had made a modification to EmailInput to allow locking
the "requestors" field in the self service page. I created a variable called
"Attributes" and didn't propagate that back to other pages causing stuff to
break.

Thanks for the quick response
Harout


-- 
Harout Hedeshian
Mobile: 303.819.1549
hhedeshian at symplified.com

Symplified
The Cloud Security Company
http://www.symplified.com
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From ruz at bestpractical.com  Tue Jun 22 21:15:09 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 23 Jun 2010 05:15:09 +0400
Subject: [rt-users] RT Dashboards
In-Reply-To: <2437DA37D3AF87429F50B1FBE01C973C0299C65B@MASERVER1.nextjump.com>
References: <2437DA37D3AF87429F50B1FBE01C973C0299C65B@MASERVER1.nextjump.com>
Message-ID: <AANLkTil13-z1YIGy8oKGPrPL0PnGL9py495ITyh0Pc6J@mail.gmail.com>

On Wed, Jun 23, 2010 at 2:32 AM, Bernard McCormack
<bmccormack at nextjump.com> wrote:
> I was wondering is it possible to make the search on a dashboard dynamic
> like in the search window so that when you want to change the sort it is one
> click away?

No. A dashboard may have results from several searches on it and RT
doesn't support sorting in such case. I think it can be improved, but
it's not on my list.

> --Bernard
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From kfcrocker at lbl.gov  Tue Jun 22 21:39:00 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Jun 2010 18:39:00 -0700
Subject: [rt-users] Can't change the password on new user
In-Reply-To: <4C21182B.2080802@bigtube.net>
References: <4C21182B.2080802@bigtube.net>
Message-ID: <AANLkTimsrP-TE7V3a-FkUyTBeus_aCLnAFUNPZEGlXaf@mail.gmail.com>

Kerry,

I think I saw something like this awhile ago. The key was in how you read
the message. What it means is for you to enter *"your own"* password (that
means you, the person doing the update) in order to set the password for the
user you are working on.

Hope this helps.

Kenn
LBNL

On Tue, Jun 22, 2010 at 1:08 PM, Kerry <kpenland at bigtube.net> wrote:

>  Hi folks,
> I'm new to RT,  I've just installed ver 3.8.8 and when I add a user it adds
> the user ok but when trying to modify that user and entering a new password
> I get the results
> Results
>
>    - Please enter your current password. Password has not been set.
>
>  I looked in the database table and the password has *NO_PASSWORD* in the
> password field but I have been unsuccesful at adding a password for a new
> user.
> I have both checkboxes checked.
> Access control
>  Let this user access RT
>  Let this user be granted rights
>
>
>
>
> 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 mark.jenks at iodincorporated.com  Tue Jun 22 21:41:20 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Tue, 22 Jun 2010 20:41:20 -0500
Subject: [rt-users] Blank lines in emails
In-Reply-To: <20100622210834.GT29991@bestpractical.com>
References: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com>
	<20100622181026.GP29991@bestpractical.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B096AAD@imcmail2.imcwi.com>
	<20100622194348.GS29991@bestpractical.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B096AF3@imcmail2.imcwi.com>
	<20100622210834.GT29991@bestpractical.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B096B39@imcmail2.imcwi.com>

I installed EmailParser.pm.  I'll let everyone know if this fixes this
issue with my Outlook 2007.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, June 22, 2010 4:09 PM
To: Mark Jenks
Cc: Alyssa Hardy; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Blank lines in emails




On Tue, Jun 22, 2010 at 03:26:58PM -0500, Mark Jenks wrote:
> I just did a diff against my 3.8.8 and the 3.8-trunk and there are
> minimal changes made to it.
> 
> It's in the body of the messages that are included each time.   Every
> blank line seems to turn into to, so after 4-5 forwards there are huge
> gaps in them.
> 

It's been pointed out that I meant RT::EmailParser.

Sorry about that.

-Jesse

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.


From kfcrocker at lbl.gov  Tue Jun 22 21:56:02 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 Jun 2010 18:56:02 -0700
Subject: [rt-users] Scheduled tasks based on custom field
In-Reply-To: <28960849.post@talk.nabble.com>
References: <28960849.post@talk.nabble.com>
Message-ID: <AANLkTikYrEIL4wN1lcoRRXcsk2xZvFxE9gweR9-4LPTv@mail.gmail.com>

Jonathan,

What's wrong with using the "Starts" and "Due" date fields in the ticket? It
seems to me they are the same thing you are looking to do with those Custom
Fields.

Kenn
LBNL

On Tue, Jun 22, 2010 at 7:34 AM, Jonathan Rummel <jrummel at imapp.com> wrote:

>
> Hi everyone,
>
> I have a queue called 'Research' that I want to have 2 CF's in.  Both CFs
> will be an 'enter one value' field.  One called "Start Date" which will get
> a date entered into it in XX/XX/XXXX format, and another called "Repeat
> every (months)" where the user will just enter in a number for how many
> months they want between the ticket's creation.
>
> I plan on making a cron job for the ticket creation, but is there a way for
> me to use what is entered into the above CFs to tell the cron job when to
> create the appropriate tickets?
>
> Thanks!
> Jonathan
>
> RT 3.6.5, MySQL
> --
> View this message in context:
> http://old.nabble.com/Scheduled-tasks-based-on-custom-field-tp28960849p28960849.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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 falcone at bestpractical.com  Tue Jun 22 23:00:59 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Jun 2010 23:00:59 -0400
Subject: [rt-users] SQLite error on new 3.8.8 Install
In-Reply-To: <F790D6DC-8DE5-4A14-86E0-A9DAECB647EF@meteostar.com>
References: <F790D6DC-8DE5-4A14-86E0-A9DAECB647EF@meteostar.com>
Message-ID: <20100623030059.GF512@jibsheet.com>

On Tue, Jun 22, 2010 at 12:21:58PM -0600, Jason Salaz wrote:
> Hey folks,
> 
> I'm running into an issue that's kind of bewildering me. I'm installing RT 3.8.8 for the first time, and I think I've done about everything needed per the ManualInstallation wiki page (and the Manual Apache Setup page following).
> 
> I'm using SQLite as initial test, figuring that a compact local database would be the easiest way to evaluate RT before finding it a home on one of our primary database servers.
> 
> Yes, I did pass --with-db-type=SQLite into ./configure
> All of the generated defaults in the RT_Config.pm have been left alone, and I haven't overridden any of the database* properties in RT_SiteConfig.pm, I'm trying to remain as vanilla as possible in this first go around.
> 
> Set($DatabaseType , 'SQLite');
> Set($DatabaseHost   , 'localhost');
> Set($DatabaseRTHost , 'localhost');
> Set($DatabasePort , '');
> Set($DatabaseUser , 'rt_user');
> Set($DatabasePassword , 'rt_pass');
> Set($DatabaseName , 'rt3');
> Set($DatabaseRequireSSL , undef);
> Set($SenderMustExistInExternalDatabase , undef);
> 
> I have set $rtname, $Organization, $Timezone, $OwnerEmail, $WebDomain, and $WebPath, and finally decided to enable DevelMode in order to try to find better error messages.
> 
> I overcame a mod_perl problem already, but am now met with some sort of a SQLite error; All of the background database queries appear to be failing with an identical error message:
> 
> DBD::SQLite::db prepare failed: not an error at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 469.
> RT::Handle=HASH(0x2ac800384380) couldn't prepare the query 'SELECT  * FROM Users WHERE lower(Name) = ?'not an error
> 
> Many of those queries fail when Apache restarts, and it continues to fail each time I attempt to log in.
> 
> At first, the only problem I had was being unable to log in with the initial default login, which really threw me for a loop. I just received an "Authentication Failed" error on the web site on log in. After diving a lot deeper, I found out that all queries to the database are failing.
> 
> This is everything that I can think is pertinent;
> 
> (1) Again, I haven't changed any of the RT_Config database properties.
> (2) The database exists at /opt/rt3/var/rt3
> (3) Running the query manually via the command line sqlite3 utility works, and I see the information about the root user.

run the query manually using sqlite3 when logged in as the apache user

> (4) It goes without saying that I did indeed make initialize-database. The only error I received during that was the note about setting "RTAddressRegexp", I'll set that after I can actually start working with RT.
> 
> Apache: 2.2.3
> Using mod_perl2
> DBD::SQLite 1.29
> RT 3.8.8
> You can see from the error message I'm using Perl 5.8.8 (on CentOS 5.4).
> 
> I don't quite know how I would trace the requests to see if it's attempting to open the database in the expected location, which is my last idea but I'm out of ways to figure it out.

strace httpd -X is one way to accomplish that, but try the easy
solution first

-kevin
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From falcone at bestpractical.com  Tue Jun 22 23:08:18 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Jun 2010 23:08:18 -0400
Subject: [rt-users] HTML for ticket body.
In-Reply-To: <20100622144349.GQ3029@easter-eggs.com>
References: <AANLkTikyqHWJJRHGbwqz-jPEZJsXk0aWwmlMC0e7LGQu@mail.gmail.com>
	<20100622144349.GQ3029@easter-eggs.com>
Message-ID: <20100623030818.GG512@jibsheet.com>

On Tue, Jun 22, 2010 at 04:43:49PM +0200, Emmanuel Lacour wrote:
> On Tue, Jun 22, 2010 at 10:08:01AM +0700, Tr?n Tr?ng T?n wrote:
> > I want to display some basic HTML tag (like table) on ticket body on page
> > /Ticket/Display.html. Where can I configure to enable it? or mod some code
> > to do it?
> > 
> 
> you have to change the file share/html/Ticket/Display.html.
> 
> but first:
> 
> - see if the place where you wan't to add code correspond to one of the
>   callbacks defined in this file. If yes, use this callback as described
>   here: http://wiki.bestpractical.com/view/CustomizingWithCallbacks
> - if there is no usefull callback, copy this file to local/html/Ticket/
>   and modify it
> 
> then you need to clear the mason cache (rm -rf var/mason_data/obj) and
> restart your webserver to see your changes.

Actually, if all you want to do is allow HTML tables sent in email to
RT to show up on Ticket/Display.html you can tell RT to do that using
$PreferRichText in the config.  You need a very recent RT release for
the table scrubber restrictions to be relaxes to work with the code
excel/word generate.

-kevin
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From falcone at bestpractical.com  Tue Jun 22 23:10:29 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 Jun 2010 23:10:29 -0400
Subject: [rt-users] Scrip to resolve parent when all children resolved
In-Reply-To: <28964429.post@talk.nabble.com>
References: <28964429.post@talk.nabble.com>
Message-ID: <20100623031029.GH512@jibsheet.com>

On Tue, Jun 22, 2010 at 01:08:26PM -0700, Jonathan Rummel wrote:
> 
> I have a scrip in place that creates 4 child tickets in queue B upon creation
> of a ticket (the parent) in queue A.  Is there a way for the parent to check
> the status of the child tickets and automatically resolve itself when the
> last of the child tickets is resolved?

Logically, you want to resolve the parent in the On Resolve clause of
the last child.  I thought there was a resolve parent scrip on the
wiki, but I may be wrong.

-kevin
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From giobuon at gmail.com  Wed Jun 23 00:27:17 2010
From: giobuon at gmail.com (=?UTF-8?B?VHLhuqduIFRy4buNbmcgVOG6pW4=?=)
Date: Wed, 23 Jun 2010 11:27:17 +0700
Subject: [rt-users] HTML for ticket body.
In-Reply-To: <20100623030818.GG512@jibsheet.com>
References: <AANLkTikyqHWJJRHGbwqz-jPEZJsXk0aWwmlMC0e7LGQu@mail.gmail.com>
	<20100622144349.GQ3029@easter-eggs.com>
	<20100623030818.GG512@jibsheet.com>
Message-ID: <AANLkTimel5QaH8UdgC8PsLeWoQ4l1jEc02RrpvjDqpQp@mail.gmail.com>

I'm using RT ver 3.8.8 and it's lastest.
Here my config file:

Set($WebBaseURL , "http://sup.xxxx.net");
Set($WebPath , "");
Set($rtname, "noc.xxxx.vn");
Set($DatabasePassword , "xxxxxx");

Set($OwnerEmail, "xxxxxxxt");

Set($MailCommand, 'smtp');
Set($SMTPServer, 'localhost');
Set($SMTPFrom, 'xxxxx at xxxxx.net');
Set($CorrespondAddress, 'xxxxx at xxxxx.net');
Set($CommentAddress, 'xxxxx at xxxxx.net');

Set($PreferRichText, 1);
Set($TrustHTMLAttachments, 1);

Set($RTAddressRegexp, '^(xxxx.*\@xxx.net)$');
Set($HomePageRefreshInterval, 120);
Set($MaxInlineBody, 512000);

Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::ToggleSuperUser
RT::Extension::MergeUsers RT::Extension::ResetPassword));

require
"/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";
Set($AutoCreateNonExternalUsers, 1);
1;



I still can't see any HTML tables on Ticket/Display.html. Did I get wrong
somewhere?

On Wed, Jun 23, 2010 at 10:08 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Tue, Jun 22, 2010 at 04:43:49PM +0200, Emmanuel Lacour wrote:
> > On Tue, Jun 22, 2010 at 10:08:01AM +0700, Tr?n Tr?ng T?n wrote:
> > > I want to display some basic HTML tag (like table) on ticket body on
> page
> > > /Ticket/Display.html. Where can I configure to enable it? or mod some
> code
> > > to do it?
> > >
> >
> > you have to change the file share/html/Ticket/Display.html.
> >
> > but first:
> >
> > - see if the place where you wan't to add code correspond to one of the
> >   callbacks defined in this file. If yes, use this callback as described
> >   here: http://wiki.bestpractical.com/view/CustomizingWithCallbacks
> > - if there is no usefull callback, copy this file to local/html/Ticket/
> >   and modify it
> >
> > then you need to clear the mason cache (rm -rf var/mason_data/obj) and
> > restart your webserver to see your changes.
>
> Actually, if all you want to do is allow HTML tables sent in email to
> RT to show up on Ticket/Display.html you can tell RT to do that using
> $PreferRichText in the config.  You need a very recent RT release for
> the table scrubber restrictions to be relaxes to work with the code
> excel/word generate.
>
> -kevin
>
>
> 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  Wed Jun 23 03:28:53 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 23 Jun 2010 09:28:53 +0200
Subject: [rt-users] Scrip to resolve parent when all children resolved
In-Reply-To: <28964429.post@talk.nabble.com>
References: <28964429.post@talk.nabble.com>
Message-ID: <AANLkTilYJAhTxJgb2VKUa1tz_qSra-lLREMNfYpkCS3w@mail.gmail.com>

Take this both Wiki Links to create the scrips you need:

http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve
<http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve>
http://wiki.bestpractical.com/view/OpenDependantsOnResolve

<http://wiki.bestpractical.com/view/OpenDependantsOnResolve>Torsten

2010/6/22 Jonathan Rummel <jrummel at imapp.com>

>
> I have a scrip in place that creates 4 child tickets in queue B upon
> creation
> of a ticket (the parent) in queue A.  Is there a way for the parent to
> check
> the status of the child tickets and automatically resolve itself when the
> last of the child tickets is resolved?
>
> Thank you,
> Jonathan
>
> RT 3.6.5, MySQL
> --
> View this message in context:
> http://old.nabble.com/Scrip-to-resolve-parent-when-all-children-resolved-tp28964429p28964429.html
> Sent from the Request Tracker - User mailing list archive at Nabble.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.brumm.me
http://www.elektrofeld.de
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From elacour at easter-eggs.com  Wed Jun 23 04:18:29 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 23 Jun 2010 10:18:29 +0200
Subject: [rt-users] Scrip to resolve parent when all children resolved
In-Reply-To: <28964429.post@talk.nabble.com>
References: <28964429.post@talk.nabble.com>
Message-ID: <20100623081829.GA3375@easter-eggs.com>

On Tue, Jun 22, 2010 at 01:08:26PM -0700, Jonathan Rummel wrote:
> 
> I have a scrip in place that creates 4 child tickets in queue B upon creation
> of a ticket (the parent) in queue A.  Is there a way for the parent to check
> the status of the child tickets and automatically resolve itself when the
> last of the child tickets is resolved?
> 

I use a scrip with condition OnResolve that close parents if they have all
children (except the current one) resolved. Here is the action:

    # Loop on each relation type (Depends, Refers, Member)
    foreach my $type ( keys %{$self->TicketObj->LINKDIRMAP} ) {
        my $target = $self->TicketObj->LINKDIRMAP->{$type}->{Target};
        my $base = $self->TicketObj->LINKDIRMAP->{$type}->{Base};
        # Skip merges
        next if ( $target =~ /merge/i );

        # Loop on parents
        while ( my $Parent = $self->TicketObj->$target->Next ) {
            # Only for tickets links
            next unless ( $Parent->BaseObj && $Parent->BaseObj->isa('RT::Ticket') );
            my $ParentTicket = $Parent->BaseObj;
            # Only for unresolved parents
            next if ( $ParentTicket->Status eq 'resolved' );
            my $to_be_resolved = 1;

            # Loop on Childrens
            while ( my $Child = $ParentTicket->$base->Next ) {
                # Only for tickets links
                next unless ( $Child->TargetObj && $Child->TargetObj->isa('RT::Ticket') );
                my $ChildTicket = $Child->TargetObj;
                # Current ticket doesn't matters
                next if ( $ChildTicket->Id == $self->TicketObj->Id );
                # Stop if unresolved child found
                if ( $ChildTicket->Status ne 'resolved' ) {
                    $to_be_resolved = 0;
                    last;
                }
            }
            if ( $to_be_resolved ) {
                $ParentTicket->SetStatus('resolved');
            }
        }
    }

    return (1);



From mark.jenks at iodincorporated.com  Wed Jun 23 08:55:24 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Wed, 23 Jun 2010 07:55:24 -0500
Subject: [rt-users] Blank lines in emails
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B096B39@imcmail2.imcwi.com>
References: <AANLkTikdgnEqsd2_Z1T_JqSG9ClktiOWx3OLFj82yuv8@mail.gmail.com><20100622181026.GP29991@bestpractical.com><C04C91F114EEFC4FBC8D74033F1D859A0B096AAD@imcmail2.imcwi.com><20100622194348.GS29991@bestpractical.com><C04C91F114EEFC4FBC8D74033F1D859A0B096AF3@imcmail2.imcwi.com><20100622210834.GT29991@bestpractical.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0B096B39@imcmail2.imcwi.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B096B54@imcmail2.imcwi.com>

Installed the new Parser last night and ran a few emails through it this
morning.

ALL FIXED!  :)

-Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark
Jenks
Sent: Tuesday, June 22, 2010 8:41 PM
To: Jesse Vincent
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Blank lines in emails

I installed EmailParser.pm.  I'll let everyone know if this fixes this
issue with my Outlook 2007.

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, June 22, 2010 4:09 PM
To: Mark Jenks
Cc: Alyssa Hardy; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Blank lines in emails




On Tue, Jun 22, 2010 at 03:26:58PM -0500, Mark Jenks wrote:
> I just did a diff against my 3.8.8 and the 3.8-trunk and there are
> minimal changes made to it.
> 
> It's in the body of the messages that are included each time.   Every
> blank line seems to turn into to, so after 4-5 forwards there are huge
> gaps in them.
> 

It's been pointed out that I meant RT::EmailParser.

Sorry about that.

-Jesse

CONFIDENTIALITY NOTICE:  The information contained in this email
message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If
the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination,
distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have
received this email message in 
error, please notify the sender by reply email and delete/destroy the
email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize
the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is
virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
any damages sustained as a result of any such viruses.


From charles.johnson at accre.vanderbilt.edu  Wed Jun 23 08:55:21 2010
From: charles.johnson at accre.vanderbilt.edu (Charles Johnson)
Date: Wed, 23 Jun 2010 07:55:21 -0500
Subject: [rt-users] scrip best practice
Message-ID: <6431C1D4-D442-4D57-95A9-6B4A445DE536@accre.vanderbilt.edu>

As a newbie to RT scrip development, I have a question about best  
practice. We are dropping our pager system in favor of AlarmPoint (now  
XMatters). I have developed a simple script which identifies the RT  
queue in which a ticket is created, and then calls the AlarmPoint  
message daemon (running on the same linux box as RT) with parameters  
extracted from the TicketObj. Everything works as expected. My  
question is about where in the web-interface presented by RT for  
building scrips is the best place for my "action". Does it belong in  
the "Custom Action Preparation" section, or the "Custom Action  
Cleanup" section?

Here is the very simple code:

Custom Condition:

if ($self->TransactionObj->Type eq 'Create' &&
    ($self->TicketObj->QueueObj->Name eq "ClusterSupport" ||
     $self->TicketObj->QueueObj->Name eq "StorageSupport"))
{
      return(1);
    } else {
      return(undef);
}

Custom Action preparation:

1;

Custom Cleanup:

{
   my $myQueueName = '';
   my $myQueue   = $self->TicketObj->QueueObj->Name;
   my $myId           = $self->TicketObj->EffectiveId;
   my $mySubject  = $self->TicketObj->Subject;

   if ($myQueue eq "ClusterSupport")
   {
      $myQueueName = "Cluster Group";
   } else {
      $myQueueName = "Storage Group";
   }

   my $binary = '/home/alarmpoint/alarmpointsystems/integrationagent/ 
bin/APClient.bin';
   system($binary, '--map-data', 'vanderbilt', $myQueueName,  
$mySubject, 'RT', "RT $myId");

   1;
}

So, given that this works just fine, does the code in "cleanup"  
actually belong in "preparation?"

TIA

Charles

--
Charles Johnson, Vanderbilt University
Advanced Computing Center for Research and Education
Office: 615-343-2776
Cell: 615-478-5743


From kirby at umbc.edu  Wed Jun 23 12:14:53 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Wed, 23 Jun 2010 12:14:53 -0400
Subject: [rt-users] Special situation and Custom Fields
Message-ID: <BB5383A7-6CD0-439C-B0BE-ED5AB4CC5261@umbc.edu>

I have a queue setup for Everyone to have CreateTicket but not  
SeeQueue. We did this on purpose so the general unpriviliged user  
would not see the queue but we wanted it available to unprivileged  
faculty via the url for create ticket with the queue number as an  
entry point on a special faculty web page

This part really works quite well and my users are very happy however  
I have a custom field which is setup to have Everyone See and Modify  
it but from what I can tell only those who can actually see the queue  
see the custom fields.

Does anyone know of something else I need to setup?

Thanks in advance

Joe


Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby at umbc.edu



From kfcrocker at lbl.gov  Wed Jun 23 13:00:51 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 Jun 2010 10:00:51 -0700
Subject: [rt-users] Special situation and Custom Fields
In-Reply-To: <BB5383A7-6CD0-439C-B0BE-ED5AB4CC5261@umbc.edu>
References: <BB5383A7-6CD0-439C-B0BE-ED5AB4CC5261@umbc.edu>
Message-ID: <AANLkTinnyl9ZVlhBrlXLUgtCjTscLtzCCAFiADYxOiMD@mail.gmail.com>

Joe,

Getting rights of almost any kind, especially in terms of tickets (ie.
Ticket Custom Fields), requires a user to be privileged.

I'm curious; why, exactly, do you have a problem with allowing "SeeQueue" to
everyone?

Kenn
LBNL


On Wed, Jun 23, 2010 at 9:14 AM, Joe Kirby <kirby at umbc.edu> wrote:

> I have a queue setup for Everyone to have CreateTicket but not SeeQueue. We
> did this on purpose so the general unpriviliged user would not see the queue
> but we wanted it available to unprivileged faculty via the url for create
> ticket with the queue number as an entry point on a special faculty web page
>
> This part really works quite well and my users are very happy however I
> have a custom field which is setup to have Everyone See and Modify it but
> from what I can tell only those who can actually see the queue see the
> custom fields.
>
> Does anyone know of something else I need to setup?
>
> Thanks in advance
>
> Joe
>
>
> Joe Kirby , Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response - http://www.umbc.edu/oit
> Administration 627
> Office - 410-455-3020
> Email - kirby at umbc.edu
>
>
> 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 kpenland at bigtube.net  Wed Jun 23 13:33:16 2010
From: kpenland at bigtube.net (Kerry)
Date: Wed, 23 Jun 2010 13:33:16 -0400
Subject: [rt-users] Can't change the password on new user
In-Reply-To: <8CCE0CF12FA3161-134C-8687@Webmail-m119.sysops.aol.com>
References: 26764961 <8CCE0CF12FA3161-134C-8687@Webmail-m119.sysops.aol.com>
Message-ID: <4C22455C.1080502@bigtube.net>

By gosh, I say that works! Somebody oughta put that in the wiki.

On 6/23/2010 5:39 AM, borngunners at aol.com wrote:
> use the root password as the initial password for the new user and 
> change the password with the new one that you want for the user.
>
>
>
>
> -----Original Message-----
> From: Kerry <kpenland at bigtube.net>
> To: rt-users <rt-users at lists.bestpractical.com>
> Sent: Tue, Jun 22, 2010 4:18 pm
> Subject: [rt-users] Can't change the password on new user
>
> Hi folks,
> I'm new to RT,  I've just installed ver 3.8.8 and when I add a user it 
> adds the user ok but when trying to modify that user and entering a 
> new password I get the results
> Results
>
>     * Please enter your current password. Password has not been set.
>
> I looked in the database table and the password has *NO_PASSWORD* in 
> the password field but I have been unsuccesful at adding a password 
> for a new user.
> I have both checkboxes checked.
> Access control
> Let this user access RT
> Let this user be granted rights
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>
>
> Buy a copy athttp://rtbook.bestpractical.com
>
>
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From steve.anderson at bipsolutions.com  Wed Jun 23 13:37:29 2010
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Wed, 23 Jun 2010 18:37:29 +0100
Subject: [rt-users] Can't change the password on new user
In-Reply-To: <4C22455C.1080502@bigtube.net>
References: 26764961 <8CCE0CF12FA3161-134C-8687@Webmail-m119.sysops.aol.com>
	<4C22455C.1080502@bigtube.net>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805C866762AC4@PEMEXMBXVS01.jellyfishnet.co.uk.local>

Actually, it's asking for the password of the user that's changing the password. Not the current password of the user who's password is being changed.

So, Administrator A can change user B's password, without knowing what it is, by putting in their own password.

The error message is accurate, but I've seen a few people missing what's actually being asked for.

Steve Anderson

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kerry
Sent: 23 June 2010 6:33 PM
To: borngunners at aol.com
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Can't change the password on new user

By gosh, I say that works! Somebody oughta put that in the wiki.

On 6/23/2010 5:39 AM, borngunners at aol.com<mailto:borngunners at aol.com> wrote:
use the root password as the initial password for the new user and change the password with the new one that you want for the user.




-----Original Message-----
From: Kerry <kpenland at bigtube.net><mailto:kpenland at bigtube.net>
To: rt-users <rt-users at lists.bestpractical.com><mailto:rt-users at lists.bestpractical.com>
Sent: Tue, Jun 22, 2010 4:18 pm
Subject: [rt-users] Can't change the password on new user
Hi folks,
I'm new to RT,  I've just installed ver 3.8.8 and when I add a user it adds the user ok but when trying to modify that user and entering a new password I get the results
Results

 *   Please enter your current password. Password has not been set.
I looked in the database table and the password has *NO_PASSWORD* in the password field but I have been unsuccesful at adding a password for a new user.
I have both checkboxes checked.
Access control
[X] Let this user access RT
[X] Let this user be granted rights








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 change+lists.rt at nightwind.net  Wed Jun 23 15:37:45 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Wed, 23 Jun 2010 12:37:45 -0700
Subject: [rt-users] A few scrip questions [sort of SOLVED]
In-Reply-To: <1273879270.9721.1375151611@webmail.messagingengine.com>
References: <1273879270.9721.1375151611@webmail.messagingengine.com>
Message-ID: <1277321865.24921.1381575855@webmail.messagingengine.com>

On Fri, 14 May 2010 16:21:10 -0700, "Nick Kartsioukas"
<change+lists.rt at nightwind.net> said:
> I've written an rt-crontool query that will find stalled tickets with a
> "Starts" date of today, and open them (so we can take a work order that
> doesn't need to be touched for a while and have it in the system, but
> out of view until it's needed).  I want to write a scrip that will
> notify the ticket owner when such a stalled ticket is opened by the
> rt-crontool query, and I'm having a bit of trouble.

Fixed this by just having rt-crontool leave a comment on the ticket when
it opens it instead of using a scrip to do it, command now looks like
this:
rt-crontool --search RT::Search::FromSQL --search-arg "Status =
'stalled' AND Starts < 'tomorrow' AND Starts > 'NULL' " --action
RT::Action::RecordComment --template 'Started Ticket' --action
RT::Action::SetStatus --action-arg "open"


From falcone at bestpractical.com  Wed Jun 23 17:45:23 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 Jun 2010 17:45:23 -0400
Subject: [rt-users] Can't change the password on new user
In-Reply-To: <4C22455C.1080502@bigtube.net>
References: <8CCE0CF12FA3161-134C-8687@Webmail-m119.sysops.aol.com>
	<4C22455C.1080502@bigtube.net>
Message-ID: <20100623214523.GI512@jibsheet.com>

On Wed, Jun 23, 2010 at 01:33:16PM -0400, Kerry wrote:
>    By gosh, I say that works! Somebody oughta put that in the wiki.

If you believe the password changing UI or the error message needs
improvement, please file a bug with suggested solutions.  Even better
if you do so as a patch against the git repo.

-kevin

>    On 6/23/2010 5:39 AM, [1]borngunners at aol.com wrote:
> 
>      use the root password as the initial password for the new user and change the password with
>      the new one that you want for the user.
>      -----Original Message-----
>      From: Kerry [2]<kpenland at bigtube.net>
>      To: rt-users [3]<rt-users at lists.bestpractical.com>
>      Sent: Tue, Jun 22, 2010 4:18 pm
>      Subject: [rt-users] Can't change the password on new user
> 
>      Hi folks,
>      I'm new to RT,  I've just installed ver 3.8.8 and when I add a user it adds the user ok but
>      when trying to modify that user and entering a new password I get the results
>      Results
> 
>        * Please enter your current password. Password has not been set.
> 
>      I looked in the database table and the password has *NO_PASSWORD* in the password field but
>      I have been unsuccesful at adding a password for a new user.
>      I have both checkboxes checked.
>      Access control
>      [4][ ] Let this user access RT
>      [5][ ] Let this user be granted rights
> 
> 
> 
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> 
> 
>  Buy a copy at http://rtbook.bestpractical.com
> 
> References
> 
>    Visible links
>    1. mailto:borngunners at aol.com
>    2. mailto:kpenland at bigtube.net
>    3. mailto:rt-users at lists.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 giobuon at gmail.com  Thu Jun 24 00:00:23 2010
From: giobuon at gmail.com (=?UTF-8?B?VHLhuqduIFRy4buNbmcgVOG6pW4=?=)
Date: Thu, 24 Jun 2010 11:00:23 +0700
Subject: [rt-users] HTML for ticket body.
In-Reply-To: <AANLkTimel5QaH8UdgC8PsLeWoQ4l1jEc02RrpvjDqpQp@mail.gmail.com>
References: <AANLkTikyqHWJJRHGbwqz-jPEZJsXk0aWwmlMC0e7LGQu@mail.gmail.com>
	<20100622144349.GQ3029@easter-eggs.com>
	<20100623030818.GG512@jibsheet.com>
	<AANLkTimel5QaH8UdgC8PsLeWoQ4l1jEc02RrpvjDqpQp@mail.gmail.com>
Message-ID: <AANLkTilL5mA0PgqMradhjRB91ILcY5yH46k4pk16ZgiQ@mail.gmail.com>

Problem solved. I don't know why but after change
Set($PreferRichText, 1);
to
Set($PreferRichText, true);
then restart apache, HTML just showed up.

2010/6/23 Tr?n Tr?ng T?n <giobuon at gmail.com>

> I'm using RT ver 3.8.8 and it's lastest.
> Here my config file:
>
> Set($WebBaseURL , "http://sup.xxxx.net");
> Set($WebPath , "");
> Set($rtname, "noc.xxxx.vn");
> Set($DatabasePassword , "xxxxxx");
>
> Set($OwnerEmail, "xxxxxxxt");
>
> Set($MailCommand, 'smtp');
> Set($SMTPServer, 'localhost');
> Set($SMTPFrom, 'xxxxx at xxxxx.net');
> Set($CorrespondAddress, 'xxxxx at xxxxx.net');
> Set($CommentAddress, 'xxxxx at xxxxx.net');
>
> Set($PreferRichText, 1);
> Set($TrustHTMLAttachments, 1);
>
> Set($RTAddressRegexp, '^(xxxx.*\@xxx.net)$');
> Set($HomePageRefreshInterval, 120);
> Set($MaxInlineBody, 512000);
>
> Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::ToggleSuperUser
> RT::Extension::MergeUsers RT::Extension::ResetPassword));
>
> require
> "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";
> Set($AutoCreateNonExternalUsers, 1);
> 1;
>
>
>
> I still can't see any HTML tables on Ticket/Display.html. Did I get wrong
> somewhere?
>
> On Wed, Jun 23, 2010 at 10:08 AM, Kevin Falcone <falcone at bestpractical.com
> > wrote:
>
>> On Tue, Jun 22, 2010 at 04:43:49PM +0200, Emmanuel Lacour wrote:
>> > On Tue, Jun 22, 2010 at 10:08:01AM +0700, Tr?n Tr?ng T?n wrote:
>> > > I want to display some basic HTML tag (like table) on ticket body on
>> page
>> > > /Ticket/Display.html. Where can I configure to enable it? or mod some
>> code
>> > > to do it?
>> > >
>> >
>> > you have to change the file share/html/Ticket/Display.html.
>> >
>> > but first:
>> >
>> > - see if the place where you wan't to add code correspond to one of the
>> >   callbacks defined in this file. If yes, use this callback as described
>> >   here: http://wiki.bestpractical.com/view/CustomizingWithCallbacks
>> > - if there is no usefull callback, copy this file to local/html/Ticket/
>> >   and modify it
>> >
>> > then you need to clear the mason cache (rm -rf var/mason_data/obj) and
>> > restart your webserver to see your changes.
>>
>> Actually, if all you want to do is allow HTML tables sent in email to
>> RT to show up on Ticket/Display.html you can tell RT to do that using
>> $PreferRichText in the config.  You need a very recent RT release for
>> the table scrubber restrictions to be relaxes to work with the code
>> excel/word generate.
>>
>> -kevin
>>
>>
>> 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 giobuon at gmail.com  Thu Jun 24 00:57:51 2010
From: giobuon at gmail.com (=?UTF-8?B?VHLhuqduIFRy4buNbmcgVOG6pW4=?=)
Date: Thu, 24 Jun 2010 11:57:51 +0700
Subject: [rt-users] HTML for ticket body.
In-Reply-To: <AANLkTilL5mA0PgqMradhjRB91ILcY5yH46k4pk16ZgiQ@mail.gmail.com>
References: <AANLkTikyqHWJJRHGbwqz-jPEZJsXk0aWwmlMC0e7LGQu@mail.gmail.com>
	<20100622144349.GQ3029@easter-eggs.com>
	<20100623030818.GG512@jibsheet.com>
	<AANLkTimel5QaH8UdgC8PsLeWoQ4l1jEc02RrpvjDqpQp@mail.gmail.com>
	<AANLkTilL5mA0PgqMradhjRB91ILcY5yH46k4pk16ZgiQ@mail.gmail.com>
Message-ID: <AANLkTik0HmhhQEAn5Q_WKT1TedqVAAW5zXDmMX8rOTfe@mail.gmail.com>

My bad.
Actually my co-worker change something on this file
/opt/rt3/share/html/Elements/ScrubHTML
It solved my problem :P

2010/6/24 Tr?n Tr?ng T?n <giobuon at gmail.com>

> Problem solved. I don't know why but after change
> Set($PreferRichText, 1);
> to
> Set($PreferRichText, true);
> then restart apache, HTML just showed up.
>
> 2010/6/23 Tr?n Tr?ng T?n <giobuon at gmail.com>
>
> I'm using RT ver 3.8.8 and it's lastest.
>> Here my config file:
>>
>> Set($WebBaseURL , "http://sup.xxxx.net");
>> Set($WebPath , "");
>> Set($rtname, "noc.xxxx.vn");
>> Set($DatabasePassword , "xxxxxx");
>>
>> Set($OwnerEmail, "xxxxxxxt");
>>
>> Set($MailCommand, 'smtp');
>> Set($SMTPServer, 'localhost');
>> Set($SMTPFrom, 'xxxxx at xxxxx.net');
>> Set($CorrespondAddress, 'xxxxx at xxxxx.net');
>>  Set($CommentAddress, 'xxxxx at xxxxx.net');
>>
>> Set($PreferRichText, 1);
>> Set($TrustHTMLAttachments, 1);
>>
>> Set($RTAddressRegexp, '^(xxxx.*\@xxx.net)$');
>> Set($HomePageRefreshInterval, 120);
>> Set($MaxInlineBody, 512000);
>>
>> Set( @Plugins, qw(RT::Authen::ExternalAuth RT::Extension::ToggleSuperUser
>> RT::Extension::MergeUsers RT::Extension::ResetPassword));
>>
>> require
>> "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";
>> Set($AutoCreateNonExternalUsers, 1);
>> 1;
>>
>>
>>
>> I still can't see any HTML tables on Ticket/Display.html. Did I get wrong
>> somewhere?
>>
>> On Wed, Jun 23, 2010 at 10:08 AM, Kevin Falcone <
>> falcone at bestpractical.com> wrote:
>>
>>> On Tue, Jun 22, 2010 at 04:43:49PM +0200, Emmanuel Lacour wrote:
>>> > On Tue, Jun 22, 2010 at 10:08:01AM +0700, Tr?n Tr?ng T?n wrote:
>>> > > I want to display some basic HTML tag (like table) on ticket body on
>>> page
>>> > > /Ticket/Display.html. Where can I configure to enable it? or mod some
>>> code
>>> > > to do it?
>>> > >
>>> >
>>> > you have to change the file share/html/Ticket/Display.html.
>>> >
>>> > but first:
>>> >
>>> > - see if the place where you wan't to add code correspond to one of the
>>> >   callbacks defined in this file. If yes, use this callback as
>>> described
>>> >   here: http://wiki.bestpractical.com/view/CustomizingWithCallbacks
>>> > - if there is no usefull callback, copy this file to local/html/Ticket/
>>> >   and modify it
>>> >
>>> > then you need to clear the mason cache (rm -rf var/mason_data/obj) and
>>> > restart your webserver to see your changes.
>>>
>>> Actually, if all you want to do is allow HTML tables sent in email to
>>> RT to show up on Ticket/Display.html you can tell RT to do that using
>>> $PreferRichText in the config.  You need a very recent RT release for
>>> the table scrubber restrictions to be relaxes to work with the code
>>> excel/word generate.
>>>
>>> -kevin
>>>
>>>
>>> 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 kamber.dalal at verizonbusiness.com  Thu Jun 24 08:14:20 2010
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z)
Date: Thu, 24 Jun 2010 12:14:20 +0000
Subject: [rt-users] SpreadsheetDisplayedFields Contribution
Message-ID: <DC99AD542ED3E941ADAD656EF69679D404A3A4A9@ASHEVS016.vzbi.com>

Is there an updated contribution for RT released version 3.8.8, to
generate spreadsheet with only the displayed fields?
 
 
Thank you,
Kamber Dalal
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From johan.sjoberg at deltamanagement.se  Thu Jun 24 09:38:50 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Thu, 24 Jun 2010 15:38:50 +0200
Subject: [rt-users] Getting customfield value for a ticket
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>

Hi.

We have a custom field named "Customer" that we set for our tickets. I am trying to modify this report to summarize time worked per customer during the given time period: http://wiki.bestpractical.com/view/TimeWorkedReport

The problem I have is to get the custom field value for a ticket.

I have a Ticket "Object" that is created by
my $t = new RT::Ticket($session{'CurrentUser'});
   $t->Load($tr->ObjectId);

After that I want to get the Custom Field value for this ticket. I can see the data in the ObjectCustomFieldValues table, but I do not know how to get the information I want.
I have the ticket id in $t->id and the CustomField id is 19.
I have tried using the different functions available in the RT perl modules, but have been unable to get it right.
I know very little perl, so I have been working at a trial and error basis.

Do you have any tips for me on how to get it to work?

Best Regards,
Johan Sj?berg
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From wolfram.huettermann at desy.de  Thu Jun 24 09:45:23 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Thu, 24 Jun 2010 15:45:23 +0200
Subject: [rt-users] Customfields in a queue should be displayed in a special
	order
Message-ID: <4C236173.2020201@desy.de>

Hello,

I have got a queue in whose tickets I display some Custom fields (CFs). 
These CFs should be displayed in a special order determined by their 
id's. That means: if I fix  21 104 102, then CF #21 is being displayed  
first, then CF #104 and then CF #102.  Surely all these CFs belong to 
the same queue.
How is that possible without manipulating the name or description of the 
CF?

Thanks in advance,

Wolfram



From wolfram.huettermann at desy.de  Thu Jun 24 09:48:19 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Thu, 24 Jun 2010 15:48:19 +0200
Subject: [rt-users] Getting customfield value for a ticket
In-Reply-To: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
References: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
Message-ID: <4C236223.8030909@desy.de>

Johan Sj?berg wrote:
>
> Hi.
>
> We have a custom field named ?Customer? that we set for our tickets. I 
> am trying to modify this report to summarize time worked per customer 
> during the given time period: 
> http://wiki.bestpractical.com/view/TimeWorkedReport
>
> The problem I have is to get the custom field value for a ticket.
>
> I have a Ticket ?Object? that is created by
>
> my $t = new RT::Ticket($session{'CurrentUser'});
>
> $t->Load($tr->ObjectId);
>
> After that I want to get the Custom Field value for this ticket. I can 
> see the data in the ObjectCustomFieldValues table, but I do not know 
> how to get the information I want.
>
> I have the ticket id in $t->id and the CustomField id is 19.
>
> I have tried using the different functions available in the RT perl 
> modules, but have been unable to get it right.
>
> I know very little perl, so I have been working at a trial and error 
> basis.
>
> Do you have any tips for me on how to get it to work?
>
> Best Regards,
>
> Johan Sj?berg
>
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
Hello Johann,

Use $t->Content if this custom field only stores one value.

Greetings,

Wolfram





From johan.sjoberg at deltamanagement.se  Thu Jun 24 09:52:16 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Thu, 24 Jun 2010 15:52:16 +0200
Subject: [rt-users] Getting customfield value for a ticket
In-Reply-To: <4C236223.8030909@desy.de>
References: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
	<4C236223.8030909@desy.de>
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE4@WIN01.ad.deltamanagement.se>



-----Original Message-----
From: Wolfram Huettermann [mailto:wolfram.huettermann at desy.de] 
Sent: den 24 juni 2010 15:48
To: Johan Sj?berg
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

Johan Sj?berg wrote:
>
> Hi.
>
> We have a custom field named "Customer" that we set for our tickets. I 
> am trying to modify this report to summarize time worked per customer 
> during the given time period: 
> http://wiki.bestpractical.com/view/TimeWorkedReport
>
> The problem I have is to get the custom field value for a ticket.
>
> I have a Ticket "Object" that is created by
>
> my $t = new RT::Ticket($session{'CurrentUser'});
>
> $t->Load($tr->ObjectId);
>
> After that I want to get the Custom Field value for this ticket. I can 
> see the data in the ObjectCustomFieldValues table, but I do not know 
> how to get the information I want.
>
> I have the ticket id in $t->id and the CustomField id is 19.
>
> I have tried using the different functions available in the RT perl 
> modules, but have been unable to get it right.
>
> I know very little perl, so I have been working at a trial and error 
> basis.
>
> Do you have any tips for me on how to get it to work?
>
> Best Regards,
>
> Johan Sj?berg
>
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
Hello Johann,

Use $t->Content if this custom field only stores one value.

Greetings,

Wolfram

Hi.

Does that work when $t is a ticket? Won't that just return the content of the ticket? If there even is a Content "property" for the ticket.
BTW, I am using RT 3.8.2 if that matters.

/Johan





From falcone at bestpractical.com  Thu Jun 24 10:03:17 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Jun 2010 10:03:17 -0400
Subject: [rt-users] Getting customfield value for a ticket
In-Reply-To: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
References: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
Message-ID: <20100624140317.GJ512@jibsheet.com>

On Thu, Jun 24, 2010 at 03:38:50PM +0200, Johan Sj?berg wrote:
>    We have a custom field named "Customer" that we set for our tickets. I am trying to modify
>    this report to summarize time worked per customer during the given time period:
>    [1]http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> 
> 
>    The problem I have is to get the custom field value for a ticket.
> 
> 
> 
>    I have a Ticket "Object" that is created by
> 
>    my $t = new RT::Ticket($session{'CurrentUser'});
> 
>       $t->Load($tr->ObjectId);
> 
> 
> 
>    After that I want to get the Custom Field value for this ticket. I can see the data in the
>    ObjectCustomFieldValues table, but I do not know how to get the information I want.
> 
>    I have the ticket id in $t->id and the CustomField id is 19.
> 
>    I have tried using the different functions available in the RT perl modules, but have been
>    unable to get it right.
> 
>    I know very little perl, so I have been working at a trial and error basis.
> 
> 
> 
>    Do you have any tips for me on how to get it to work?

All of the methods you might want for this are defined in RT::Record
and you can read their documentation with 
perldoc /opt/rt3/lib/RT/Record.pm

Try searching for CustomFieldValue

-kevin
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From falcone at bestpractical.com  Thu Jun 24 10:04:53 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Jun 2010 10:04:53 -0400
Subject: [rt-users] Customfields in a queue should be displayed in a
 special order
In-Reply-To: <4C236173.2020201@desy.de>
References: <4C236173.2020201@desy.de>
Message-ID: <20100624140453.GK512@jibsheet.com>

On Thu, Jun 24, 2010 at 03:45:23PM +0200, Wolfram Huettermann wrote:
> Hello,
> 
> I have got a queue in whose tickets I display some Custom fields
> (CFs). These CFs should be displayed in a special order determined
> by their id's. That means: if I fix  21 104 102, then CF #21 is
> being displayed  first, then CF #104 and then CF #102.  Surely all
> these CFs belong to the same queue.
> How is that possible without manipulating the name or description of
> the CF?

Configuration -> Queues -> Queue Name -> Ticket Custom Fields

It helps if you have 3.8.8, Ruslan did a lot of work on custom field
sorting in that release.

-kevin
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From GBaxter at blackpoolsixth.ac.uk  Thu Jun 24 10:08:08 2010
From: GBaxter at blackpoolsixth.ac.uk (Guy Baxter)
Date: Thu, 24 Jun 2010 15:08:08 +0100
Subject: [rt-users] LDAP authentication
Message-ID: <fc.00758246020eeb3000758246020eeb30.20eeb6f@blackpoolsixth.ac.uk>

Hi,

Is it possible to authenticate via LDAP to RT ?

In particular, Mac OS X's implementation of LDAP (Open DIrectory)

Thanks.


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From steve.anderson at bipsolutions.com  Thu Jun 24 10:10:59 2010
From: steve.anderson at bipsolutions.com (Steve Anderson)
Date: Thu, 24 Jun 2010 15:10:59 +0100
Subject: [rt-users] LDAP authentication
In-Reply-To: <fc.00758246020eeb3000758246020eeb30.20eeb6f@blackpoolsixth.ac.uk>
References: <fc.00758246020eeb3000758246020eeb30.20eeb6f@blackpoolsixth.ac.uk>
Message-ID: <C5C7E297C4A0ED4093C5CBF8DC0B3805C86676364D@PEMEXMBXVS01.jellyfishnet.co.uk.local>

Take a look at http://wiki.bestpractical.com/view/ExternalAuthentication and http://wiki.bestpractical.com/view/ExternalAuth

Should cover what you need.

Steve Anderson

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Guy Baxter
Sent: 24 June 2010 3:08 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] LDAP authentication

Hi,

Is it possible to authenticate via LDAP to RT ?

In particular, Mac OS X's implementation of LDAP (Open DIrectory)

Thanks.


This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.  Emails are not secure and cannot be guaranteed to be free of errors or viruses.  It is your responsibility to scan emails and attachments for viruses before opening them.

Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College.

#####################################################################################
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Download a free evaluation of MailMarshal at www.marshal.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 johan.sjoberg at deltamanagement.se  Thu Jun 24 10:16:21 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Thu, 24 Jun 2010 16:16:21 +0200
Subject: [rt-users] Getting customfield value for a ticket
In-Reply-To: <20100624140317.GJ512@jibsheet.com>
References: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
	<20100624140317.GJ512@jibsheet.com>
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE5@WIN01.ad.deltamanagement.se>


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: den 24 juni 2010 16:03
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

On Thu, Jun 24, 2010 at 03:38:50PM +0200, Johan Sj?berg wrote:
>    We have a custom field named "Customer" that we set for our tickets. I am trying to modify
>    this report to summarize time worked per customer during the given time period:
>    [1]http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> 
> 
>    The problem I have is to get the custom field value for a ticket.
> 
> 
> 
>    I have a Ticket "Object" that is created by
> 
>    my $t = new RT::Ticket($session{'CurrentUser'});
> 
>       $t->Load($tr->ObjectId);
> 
> 
> 
>    After that I want to get the Custom Field value for this ticket. I can see the data in the
>    ObjectCustomFieldValues table, but I do not know how to get the information I want.
> 
>    I have the ticket id in $t->id and the CustomField id is 19.
> 
>    I have tried using the different functions available in the RT perl modules, but have been
>    unable to get it right.
> 
>    I know very little perl, so I have been working at a trial and error basis.
> 
> 
> 
>    Do you have any tips for me on how to get it to work?

All of the methods you might want for this are defined in RT::Record
and you can read their documentation with 
perldoc /opt/rt3/lib/RT/Record.pm

Try searching for CustomFieldValue

-kevin

Thanks for your reply. However, I cannot get perldoc to work, when I run perldoc /opt/rt3/lib/RT/Record.pm I get
No documentation found for "/opt/rt3/lib/RT/Record.pm".
I have verified that Record.pm is in the specified directory. Could this be because my RT is installed using the RPM packages from http://www.tlviewer.org/rt3/rt-3.8.2/ and that the docs are missing?

/Johan 


From johan.sjoberg at deltamanagement.se  Thu Jun 24 10:35:09 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Thu, 24 Jun 2010 16:35:09 +0200
Subject: [rt-users] Getting customfield value for a ticket
In-Reply-To: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE5@WIN01.ad.deltamanagement.se>
References: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
	<20100624140317.GJ512@jibsheet.com>
	<B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE5@WIN01.ad.deltamanagement.se>
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE7@WIN01.ad.deltamanagement.se>



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Sj?berg
Sent: den 24 juni 2010 16:16
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: den 24 juni 2010 16:03
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

On Thu, Jun 24, 2010 at 03:38:50PM +0200, Johan Sj?berg wrote:
>    We have a custom field named "Customer" that we set for our tickets. I am trying to modify
>    this report to summarize time worked per customer during the given time period:
>    [1]http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> 
> 
>    The problem I have is to get the custom field value for a ticket.
> 
> 
> 
>    I have a Ticket "Object" that is created by
> 
>    my $t = new RT::Ticket($session{'CurrentUser'});
> 
>       $t->Load($tr->ObjectId);
> 
> 
> 
>    After that I want to get the Custom Field value for this ticket. I can see the data in the
>    ObjectCustomFieldValues table, but I do not know how to get the information I want.
> 
>    I have the ticket id in $t->id and the CustomField id is 19.
> 
>    I have tried using the different functions available in the RT perl modules, but have been
>    unable to get it right.
> 
>    I know very little perl, so I have been working at a trial and error basis.
> 
> 
> 
>    Do you have any tips for me on how to get it to work?

All of the methods you might want for this are defined in RT::Record
and you can read their documentation with 
perldoc /opt/rt3/lib/RT/Record.pm

Try searching for CustomFieldValue

-kevin

Thanks for your reply. However, I cannot get perldoc to work, when I run perldoc /opt/rt3/lib/RT/Record.pm I get
No documentation found for "/opt/rt3/lib/RT/Record.pm".
I have verified that Record.pm is in the specified directory. Could this be because my RT is installed using the RPM packages from http://www.tlviewer.org/rt3/rt-3.8.2/ and that the docs are missing?

/Johan 

Sorry, I did only check that the path to the pm files was correct. I do not have any Record.pm anywhere on the server...

/Johan


From johan.sjoberg at deltamanagement.se  Thu Jun 24 11:01:41 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Thu, 24 Jun 2010 17:01:41 +0200
Subject: [rt-users] Getting customfield value for a ticket
In-Reply-To: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE7@WIN01.ad.deltamanagement.se>
References: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE3@WIN01.ad.deltamanagement.se>
	<20100624140317.GJ512@jibsheet.com>
	<B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE5@WIN01.ad.deltamanagement.se>
	<B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE7@WIN01.ad.deltamanagement.se>
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C137A8EBDE8@WIN01.ad.deltamanagement.se>



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Sj?berg
Sent: den 24 juni 2010 16:35
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Johan Sj?berg
Sent: den 24 juni 2010 16:16
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: den 24 juni 2010 16:03
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

On Thu, Jun 24, 2010 at 03:38:50PM +0200, Johan Sj?berg wrote:
>    We have a custom field named "Customer" that we set for our tickets. I am trying to modify
>    this report to summarize time worked per customer during the given time period:
>    [1]http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> 
> 
>    The problem I have is to get the custom field value for a ticket.
> 
> 
> 
>    I have a Ticket "Object" that is created by
> 
>    my $t = new RT::Ticket($session{'CurrentUser'});
> 
>       $t->Load($tr->ObjectId);
> 
> 
> 
>    After that I want to get the Custom Field value for this ticket. I can see the data in the
>    ObjectCustomFieldValues table, but I do not know how to get the information I want.
> 
>    I have the ticket id in $t->id and the CustomField id is 19.
> 
>    I have tried using the different functions available in the RT perl modules, but have been
>    unable to get it right.
> 
>    I know very little perl, so I have been working at a trial and error basis.
> 
> 
> 
>    Do you have any tips for me on how to get it to work?

All of the methods you might want for this are defined in RT::Record
and you can read their documentation with 
perldoc /opt/rt3/lib/RT/Record.pm

Try searching for CustomFieldValue

-kevin

Thanks for your reply. However, I cannot get perldoc to work, when I run perldoc /opt/rt3/lib/RT/Record.pm I get
No documentation found for "/opt/rt3/lib/RT/Record.pm".
I have verified that Record.pm is in the specified directory. Could this be because my RT is installed using the RPM packages from http://www.tlviewer.org/rt3/rt-3.8.2/ and that the docs are missing?

/Johan 

Sorry, I did only check that the path to the pm files was correct. I do not have any Record.pm anywhere on the server...

/Johan

I solved it. Perldoc was an easier way to understand things than reading the code.

This is how I did it, if anyone is interested:
---snip
# what customer is this?
   my $c = "";
   my $cfs = $t->CustomFieldValues;
   while (my $cf = $cfs->Next) {
	if ($cf->CustomField == 19) {
                                   $c = $cf->Content;
	}
   }
---snip

/Johan



From gagel at cnc.bc.ca  Thu Jun 24 11:32:52 2010
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Thu, 24 Jun 2010 08:32:52 -0700
Subject: [rt-users] LDAP authentication
Message-ID: <4c237aa4.788.f14.109b@cnc.bc.ca>

On Thursday 24/06/2010 at 7:09 am, Guy Baxter  wrote:
> Hi,
>
> Is it possible to authenticate via LDAP to RT ?
>
> In particular, Mac OS X's implementation of LDAP (Open DIrectory)
>
> Thanks.
>

Yes.

See http://wiki.bestpractical.com/view/ExternalAuthentication for 
details.



Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My  Shared Files:
http://mail.cnc.bc.ca/users/gagel



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From charles.johnson at accre.vanderbilt.edu  Thu Jun 24 12:19:00 2010
From: charles.johnson at accre.vanderbilt.edu (Charles Johnson)
Date: Thu, 24 Jun 2010 11:19:00 -0500
Subject: [rt-users] Custom scrip: Ticket created, but commit fails.
Message-ID: <748580BC-62B8-4DFE-B510-394FC33BD732@accre.vanderbilt.edu>

Badly needing help. This is a script to call a binary that sends data  
to a webservice. The binary simply accepts the data and returns.

rt version: 3.8.1
OS version CentOS 5.2


First, here is the error message:

Jun 24 10:51:32 helpdesk RT: Ticket 9261 created in queue  
'ClusterSupport' by johns276 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm: 
659)
Jun 24 10:51:32 helpdesk RT: Attempted to commit a transaction with  
none in progress at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/ 
Handle.pm line 747 	 
DBIx 
::SearchBuilder::Handle::EndTransaction('RT::Handle=HASH(0xba695a0)',  
'Action', 'commit', 'Force', 'undef') called at /usr/lib/perl5/ 
site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 780 	 
DBIx::SearchBuilder::Handle::Commit('RT::Handle=HASH(0xba695a0)')  
called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 675 	 
RT::Ticket::Create('RT::Ticket=HASH(0xc8b8798)', 'Requestor',  
'ARRAY(0xc8a4df4)', 'DependsOn', 'ARRAY(0xc8bb6b8)', 'Cc',  
'ARRAY(0xc8c1034)', 'RefersTo', 'ARRAY(0xc8bb7f0)', ...) called at / 
opt/rt3/bin/../local/lib/RT/Interface/Email/Filter/TakeAction.pm line  
501 	 
RT::Interface::Email::Filter::TakeAction::GetCurrentUser('Message',  
'MIME::Entity=HASH(0xc8af7fc)', 'RawMessageRef', 'SCALAR(0xc8afdc0)',  
'CurrentUser', 'RT::CurrentUser=HASH(0xc862d80)', 'AuthLevel', 1,  
'Action', ...) called at /opt/rt3/bin/../lib/RT/Interface/Email.pm  
line 1274 	RT::

The ticket is created but the commit fails. An attempt to view the  
ticket produces this error message: "Could not load ticket 9261"

Here is the scrip. It is attached to a particular queue  
(CustomerSupport).

# Condition: User defined
if ($self->TransactionObj->Type eq 'Create')  {
      return (1);
}

# Action: User Defined
# Custom action preparation code: Do nothing with the ticket
1;

# Custom action cleanup code:
{
    my $myId       = $self->TicketObj->EffectiveId;
    my $mySubject  = $self->TicketObj->Subject;

    my $binary = '/home/alarmpoint/alarmpointsystems/integrationagent/ 
bin/APClient.bin';
    system($binary, '--map-data', 'vanderbilt', 'Cluster Group',  
$mySubject, 'RT', "RT $myId");

   1;
}

#Template: Global Template: Blank

Any suggestions would be appreciated. The message is actually send to  
the webservice, since we can log in to the remote server and see that  
the data was sent appropriately. However, RT balks.

Thanks.

~Charles~

--
Charles Johnson, Vanderbilt University
Advanced Computing Center for Research and Education
Office: 615-343-4134
Cell: 615-478-5743


From ross at riverstyx.net  Thu Jun 24 13:25:25 2010
From: ross at riverstyx.net (Ross Lawrie)
Date: Thu, 24 Jun 2010 10:25:25 -0700
Subject: [rt-users] Queue CC question
Message-ID: <1277400325.26359.43.camel@tintin>

Hi,

Sorry if this has been answered somewhere in the mailing list
previously, I tried a few searches, but to be honest I couldn't seem to
formulate something that accurately described what I was looking for.

I'm wondering if there's a way to make such that if a someone replies to
an existing ticket, but CCs the address for another queue in the same RT
installation, RT would create a new ticket in that CCd queue.  

In this instance it's a ticket to a Support queue that then one of the
requestors CCs our Emergency queue.  The current behaviour seems to be
that RT recognizes the ticket subject and doesn't create a new one in
the Emergency queue, it just carries along with the Support queue.

Thanks, and again I apologize if this has been addressed elsewhere and I
wasn't able to find it.

(RT 3.8.8 in case it's relevant)

Ross.



From jpierce at cambridgeenergyalliance.org  Thu Jun 24 13:35:47 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 24 Jun 2010 13:35:47 -0400
Subject: [rt-users] Queue CC question
In-Reply-To: <1277400325.26359.43.camel@tintin>
References: <1277400325.26359.43.camel@tintin>
Message-ID: <AANLkTinuGijsFLzWdT3IA4237UpgFwXBAcVPIcrm0e1n@mail.gmail.com>

> I'm wondering if there's a way to make such that if a someone replies to
> an existing ticket, but CCs the address for another queue in the same RT
> installation, RT would create a new ticket in that CCd queue.
Given how RT handles addresses and talking to itself, etc. it seems like it
would be better to check the subject for EMERGENCY and have a scrip
move/notify/assign the ticket as needed.

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


From slackamp at gmail.com  Thu Jun 24 13:40:34 2010
From: slackamp at gmail.com (slamp slamp)
Date: Thu, 24 Jun 2010 13:40:34 -0400
Subject: [rt-users]  unable to open attachments
Message-ID: <AANLkTinzns0j7F9eAbhnSwLYUiKnacQ6gXdbpTNU0F41@mail.gmail.com>

Can't locate object method "mime_name" via package "Encode::XS" at
/opt/rt387/share/html/Ticket/Attachment/dhandler line 78.

rt 3.8.7

there are no missing perl module deps. i do not see any errors in
apache logs or rt logs.


From kfcrocker at lbl.gov  Thu Jun 24 14:16:21 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 24 Jun 2010 11:16:21 -0700
Subject: [rt-users] Queue CC question
In-Reply-To: <AANLkTinuGijsFLzWdT3IA4237UpgFwXBAcVPIcrm0e1n@mail.gmail.com>
References: <1277400325.26359.43.camel@tintin>
	<AANLkTinuGijsFLzWdT3IA4237UpgFwXBAcVPIcrm0e1n@mail.gmail.com>
Message-ID: <AANLkTinZqiShb_ghnk9VJaCV1BWV10_FqEVnVmLSGm_P@mail.gmail.com>

Ross,

Along the same lines, you can also create a scrip to create a new ticket in
the Emergency Queue based on the same examination of the subject line.

Kenn
LBNL

On Thu, Jun 24, 2010 at 10:35 AM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> > I'm wondering if there's a way to make such that if a someone replies to
> > an existing ticket, but CCs the address for another queue in the same RT
> > installation, RT would create a new ticket in that CCd queue.
> Given how RT handles addresses and talking to itself, etc. it seems like it
> would be better to check the subject for EMERGENCY and have a scrip
> move/notify/assign the ticket as needed.
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>
> 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 ross at riverstyx.net  Thu Jun 24 14:23:34 2010
From: ross at riverstyx.net (Ross Lawrie)
Date: Thu, 24 Jun 2010 11:23:34 -0700
Subject: [rt-users] Queue CC question
In-Reply-To: <AANLkTinZqiShb_ghnk9VJaCV1BWV10_FqEVnVmLSGm_P@mail.gmail.com>
References: <1277400325.26359.43.camel@tintin>
	<AANLkTinuGijsFLzWdT3IA4237UpgFwXBAcVPIcrm0e1n@mail.gmail.com>
	<AANLkTinZqiShb_ghnk9VJaCV1BWV10_FqEVnVmLSGm_P@mail.gmail.com>
Message-ID: <1277403814.26359.48.camel@tintin>

On Thu, 2010-06-24 at 11:16 -0700, Kenneth Crocker wrote:
> Ross,
> 
> Along the same lines, you can also create a scrip to create a new
> ticket in the Emergency Queue based on the same examination of the
> subject line.
> 
> Kenn
> LBNL
> 
> On Thu, Jun 24, 2010 at 10:35 AM, Jerrad Pierce
> <jpierce at cambridgeenergyalliance.org> wrote:
>         > I'm wondering if there's a way to make such that if a
>         someone replies to
>         > an existing ticket, but CCs the address for another queue in
>         the same RT
>         > installation, RT would create a new ticket in that CCd
>         queue.
>         
>         Given how RT handles addresses and talking to itself, etc. it
>         seems like it
>         would be better to check the subject for EMERGENCY and have a
>         scrip
>         move/notify/assign the ticket as needed.
> 

Thanks Kenn (and Jerrad), I don't know why I didn't consider the scrip
approach.  I'll give this a shot.

Ross.



From mark.jenks at iodincorporated.com  Thu Jun 24 14:51:50 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Thu, 24 Jun 2010 13:51:50 -0500
Subject: [rt-users] Taking a ticket.
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B1D22B6@imcmail2.imcwi.com>

I have a new queue that I am setting up, and all of the users are
currently setup for AdminCC.

 

They get a copy of the original email (New ticket created), but when one
of them goes in and "Takes" a ticket, how can I set it so no one else
gets a copy of the emails anymore, just the requestor and taker.

 

I've looked around, what am I missing?

 

----------------------------------------------------------------

Mark Jenks

Network Administrator

iod incorporated

mark.jenks at iodincorporated.com <mailto:mark.jenks at iodincorporated.com> 

920-406-3702

 


CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
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From mark.jenks at iodincorporated.com  Thu Jun 24 15:28:23 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Thu, 24 Jun 2010 14:28:23 -0500
Subject: [rt-users] Taking a ticket.
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B1D22D1@imcmail2.imcwi.com>

I have a new queue that I am setting up, and all of the users are
currently setup for AdminCC.

 

They get a copy of the original email (New ticket created), but when one
of them goes in and "Takes" a ticket, how can I set it so no one else
gets a copy of the emails anymore, just the requestor and taker.

 

I see that you can set permissions on owner, which is great.   But what
do I set for Watcher so they get an email notification of a new ticket?

 

I've looked around, what am I missing?

 

----------------------------------------------------------------

Mark Jenks

Network Administrator

iod incorporated

mark.jenks at iodincorporated.com

920-406-3702

 


CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
message, including any attachments, is strictly prohibited.  If you have received this email message in 
error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
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From kfcrocker at lbl.gov  Thu Jun 24 15:42:14 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 24 Jun 2010 12:42:14 -0700
Subject: [rt-users] Version Control for ticket objects
Message-ID: <AANLkTinzcp_UpOQgX80Sd-OcstaorXYpQ8YNclIyYXRA@mail.gmail.com>

To List,

I went to the RT Training in San Francisco last year and *I thought I
heard*Jesse mention that the 3.8.x version had "subversion" built-into
it, or at
least set up so it could be used.

The reason I ask is because I want to set up a Ticket Custom Field to
contain the ID of a program that needs to be modified and then initiate some
version control to "check out" when the ticket is opened and "check in" when
resolved. Did I hear wrong or is this possible?

Kenn
LBNL
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From stregasgate at gmail.com  Thu Jun 24 17:56:30 2010
From: stregasgate at gmail.com (Dustin Collins)
Date: Thu, 24 Jun 2010 17:56:30 -0400
Subject: [rt-users] RT Mobile for iPhone
Message-ID: <-2996965792844336@unknownmsgid>

This is an RT client for iPhone. Check it out if your interested.

http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8


From ariel.saia at brandesassociates.com  Thu Jun 24 18:03:53 2010
From: ariel.saia at brandesassociates.com (Ariel Saia)
Date: Thu, 24 Jun 2010 16:03:53 -0600
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <-2996965792844336@unknownmsgid>
References: <-2996965792844336@unknownmsgid>
Message-ID: <83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com>

I would love to see an Android version :)

Ariel


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Collins
Sent: Thursday, June 24, 2010 3:57 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT Mobile for iPhone

This is an RT client for iPhone. Check it out if your interested.

http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From paul.crovella at gmail.com  Thu Jun 24 18:15:14 2010
From: paul.crovella at gmail.com (Paul)
Date: Thu, 24 Jun 2010 15:15:14 -0700
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com>
References: <-2996965792844336@unknownmsgid>
	<83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com>
Message-ID: <4C23D8F2.8050606@gmail.com>

Same here.

Paul

On 06/24/2010 03:03 PM, Ariel Saia wrote:
> I would love to see an Android version :)
> 
> Ariel
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Collins
> Sent: Thursday, June 24, 2010 3:57 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT Mobile for iPhone
> 
> This is an RT client for iPhone. Check it out if your interested.
> 
> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.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  Thu Jun 24 15:33:02 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Jun 2010 14:33:02 -0500
Subject: [rt-users] Special situation and Custom Fields
In-Reply-To: <AANLkTinnyl9ZVlhBrlXLUgtCjTscLtzCCAFiADYxOiMD@mail.gmail.com>
References: <BB5383A7-6CD0-439C-B0BE-ED5AB4CC5261@umbc.edu>
	<AANLkTinnyl9ZVlhBrlXLUgtCjTscLtzCCAFiADYxOiMD@mail.gmail.com>
Message-ID: <20100624193302.GL512@jibsheet.com>

On Wed, Jun 23, 2010 at 10:00:51AM -0700, Kenneth Crocker wrote:
>    Getting rights of almost any kind, especially in terms of tickets (ie. Ticket Custom Fields),
>    requires a user to be privileged.

You can certainly grant rights to the Unprivileged or Everyone group
The problem Joe is having is because RT needs to load the Queue and
then ask it about queue specific ticket custom fields, but it can't
get there from here because it can't load the queue

-kevin

>    I'm curious; why, exactly, do you have a problem with allowing "SeeQueue" to everyone?
> 
>    Kenn
>    LBNL
> 
>    On Wed, Jun 23, 2010 at 9:14 AM, Joe Kirby <[1]kirby at umbc.edu> wrote:
> 
>      I have a queue setup for Everyone to have CreateTicket but not SeeQueue. We did this on
>      purpose so the general unpriviliged user would not see the queue but we wanted it available
>      to unprivileged faculty via the url for create ticket with the queue number as an entry
>      point on a special faculty web page
> 
>      This part really works quite well and my users are very happy however I have a custom field
>      which is setup to have Everyone See and Modify it but from what I can tell only those who
>      can actually see the queue see the custom fields.
> 
>      Does anyone know of something else I need to setup?
> 
>      Thanks in advance
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From falcone at bestpractical.com  Thu Jun 24 15:38:22 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 Jun 2010 14:38:22 -0500
Subject: [rt-users] Custom scrip: Ticket created, but commit fails.
In-Reply-To: <748580BC-62B8-4DFE-B510-394FC33BD732@accre.vanderbilt.edu>
References: <748580BC-62B8-4DFE-B510-394FC33BD732@accre.vanderbilt.edu>
Message-ID: <20100624193822.GM512@jibsheet.com>

On Thu, Jun 24, 2010 at 11:19:00AM -0500, Charles Johnson wrote:
> Badly needing help. This is a script to call a binary that sends
> data to a webservice. The binary simply accepts the data and
> returns.
> 
> rt version: 3.8.1
> OS version CentOS 5.2

If you're using mod_perl, Ruslan found some really excellent bugs with
running system commands under it.  If you can come up to 3.8.8, that
may fix it for you

-kevin

> First, here is the error message:
> 
> Jun 24 10:51:32 helpdesk RT: Ticket 9261 created in queue
> 'ClusterSupport' by johns276
> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
> Jun 24 10:51:32 helpdesk RT: Attempted to commit a transaction with
> none in progress at
> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 747
> 	DBIx
> ::SearchBuilder::Handle::EndTransaction('RT::Handle=HASH(0xba695a0)',
> 'Action', 'commit', 'Force', 'undef') called at /usr/lib/perl5/
> site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 780 	
> DBIx::SearchBuilder::Handle::Commit('RT::Handle=HASH(0xba695a0)')
> called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 675 	
> RT::Ticket::Create('RT::Ticket=HASH(0xc8b8798)', 'Requestor',
> 'ARRAY(0xc8a4df4)', 'DependsOn', 'ARRAY(0xc8bb6b8)', 'Cc',
> 'ARRAY(0xc8c1034)', 'RefersTo', 'ARRAY(0xc8bb7f0)', ...) called at /
> opt/rt3/bin/../local/lib/RT/Interface/Email/Filter/TakeAction.pm
> line 501 	
> RT::Interface::Email::Filter::TakeAction::GetCurrentUser('Message',
> 'MIME::Entity=HASH(0xc8af7fc)', 'RawMessageRef',
> 'SCALAR(0xc8afdc0)', 'CurrentUser',
> 'RT::CurrentUser=HASH(0xc862d80)', 'AuthLevel', 1, 'Action', ...)
> called at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1274 	RT::
> 
> The ticket is created but the commit fails. An attempt to view the
> ticket produces this error message: "Could not load ticket 9261"
> 
> Here is the scrip. It is attached to a particular queue
> (CustomerSupport).
> 
> # Condition: User defined
> if ($self->TransactionObj->Type eq 'Create')  {
>      return (1);
> }
> 
> # Action: User Defined
> # Custom action preparation code: Do nothing with the ticket
> 1;
> 
> # Custom action cleanup code:
> {
>    my $myId       = $self->TicketObj->EffectiveId;
>    my $mySubject  = $self->TicketObj->Subject;
> 
>    my $binary =
> '/home/alarmpoint/alarmpointsystems/integrationagent/
> bin/APClient.bin';
>    system($binary, '--map-data', 'vanderbilt', 'Cluster Group',
> $mySubject, 'RT', "RT $myId");
> 
>   1;
> }
> 
> #Template: Global Template: Blank
> 
> Any suggestions would be appreciated. The message is actually send
> to the webservice, since we can log in to the remote server and see
> that the data was sent appropriately. However, RT balks.
> 
> Thanks.
> 
> ~Charles~
> 
> --
> Charles Johnson, Vanderbilt University
> Advanced Computing Center for Research and Education
> Office: 615-343-4134
> Cell: 615-478-5743
> 
> 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 kirby at umbc.edu  Thu Jun 24 21:28:55 2010
From: kirby at umbc.edu (Joe Kirby)
Date: Thu, 24 Jun 2010 21:28:55 -0400
Subject: [rt-users] RT-Users Digest, Vol 75, Issue 79
In-Reply-To: <mailman.3314.1277427538.1873.rt-users@lists.bestpractical.com>
References: <mailman.3314.1277427538.1873.rt-users@lists.bestpractical.com>
Message-ID: <50A492C4-EF1C-43BB-928E-0037260AF3F6@umbc.edu>



 

On Jun 24, 2010, at 8:58 PM, rt-users-request at lists.bestpractical.com wrote:

> Send RT-Users mailing list submissions to
> 	rt-users at lists.bestpractical.com
> 
> To subscribe or unsubscribe via the World Wide Web, visit
> 	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> or, via email, send a message with subject or body 'help' to
> 	rt-users-request at lists.bestpractical.com
> 
> You can reach the person managing the list at
> 	rt-users-owner at lists.bestpractical.com
> 
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of RT-Users digest..."
> 
> 
> Today's Topics:
> 
>   1. Taking a ticket. (Mark Jenks)
>   2. Version Control for ticket objects (Kenneth Crocker)
>   3. RT Mobile for iPhone (Dustin Collins)
>   4. Re: RT Mobile for iPhone (Ariel Saia)
>   5. Re: RT Mobile for iPhone (Paul)
>   6. Re: Special situation and Custom Fields (Kevin Falcone)
> 
> 
> ----------------------------------------------------------------------
> 
> Message: 1
> Date: Thu, 24 Jun 2010 14:28:23 -0500
> From: "Mark Jenks" <mark.jenks at iodincorporated.com>
> To: <rt-users at lists.bestpractical.com>
> Subject: [rt-users] Taking a ticket.
> Message-ID:
> 	<C04C91F114EEFC4FBC8D74033F1D859A0B1D22D1 at imcmail2.imcwi.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> I have a new queue that I am setting up, and all of the users are
> currently setup for AdminCC.
> 
> 
> 
> They get a copy of the original email (New ticket created), but when one
> of them goes in and "Takes" a ticket, how can I set it so no one else
> gets a copy of the emails anymore, just the requestor and taker.
> 
> 
> 
> I see that you can set permissions on owner, which is great.   But what
> do I set for Watcher so they get an email notification of a new ticket?
> 
> 
> 
> I've looked around, what am I missing?
> 
> 
> 
> ----------------------------------------------------------------
> 
> Mark Jenks
> 
> Network Administrator
> 
> iod incorporated
> 
> mark.jenks at iodincorporated.com
> 
> 920-406-3702
> 
> 
> 
> 
> CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
> privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
> intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
> message, including any attachments, is strictly prohibited.  If you have received this email message in 
> error, please notify the sender by reply email and delete/destroy the email message, including attachments, 
> and any copies thereof.  Although we have taken precautions to minimize the risk of transmitting viruses via 
> email and attachments thereto, we do not guarantee that either is virus-free, and we accept no liability for 
> any damages sustained as a result of any such viruses.
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> 
> ------------------------------
> 
> Message: 2
> Date: Thu, 24 Jun 2010 12:42:14 -0700
> From: Kenneth Crocker <kfcrocker at lbl.gov>
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Version Control for ticket objects
> Message-ID:
> 	<AANLkTinzcp_UpOQgX80Sd-OcstaorXYpQ8YNclIyYXRA at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
> 
> To List,
> 
> I went to the RT Training in San Francisco last year and *I thought I
> heard*Jesse mention that the 3.8.x version had "subversion" built-into
> it, or at
> least set up so it could be used.
> 
> The reason I ask is because I want to set up a Ticket Custom Field to
> contain the ID of a program that needs to be modified and then initiate some
> version control to "check out" when the ticket is opened and "check in" when
> resolved. Did I hear wrong or is this possible?
> 
> Kenn
> LBNL
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> 
> ------------------------------
> 
> Message: 3
> Date: Thu, 24 Jun 2010 17:56:30 -0400
> From: Dustin Collins <stregasgate at gmail.com>
> To: "rt-users at lists.bestpractical.com"
> 	<rt-users at lists.bestpractical.com>
> Subject: [rt-users] RT Mobile for iPhone
> Message-ID: <-2996965792844336 at unknownmsgid>
> Content-Type: text/plain; charset=ISO-8859-1
> 
> This is an RT client for iPhone. Check it out if your interested.
> 
> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
> 
> 
> ------------------------------
> 
> Message: 4
> Date: Thu, 24 Jun 2010 16:03:53 -0600
> From: Ariel Saia <ariel.saia at brandesassociates.com>
> To: Dustin Collins <stregasgate at gmail.com>,
> 	"rt-users at lists.bestpractical.com"	<rt-users at lists.bestpractical.com>
> Subject: Re: [rt-users] RT Mobile for iPhone
> Message-ID:
> 	<83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621 at HERMES.brandesassociates.com>
> 	
> Content-Type: text/plain; charset="us-ascii"
> 
> I would love to see an Android version :)
> 
> Ariel
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Collins
> Sent: Thursday, June 24, 2010 3:57 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RT Mobile for iPhone
> 
> This is an RT client for iPhone. Check it out if your interested.
> 
> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> ------------------------------
> 
> Message: 5
> Date: Thu, 24 Jun 2010 15:15:14 -0700
> From: Paul <paul.crovella at gmail.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT Mobile for iPhone
> Message-ID: <4C23D8F2.8050606 at gmail.com>
> Content-Type: text/plain; charset=ISO-8859-1
> 
> Same here.
> 
> Paul
> 
> On 06/24/2010 03:03 PM, Ariel Saia wrote:
>> I would love to see an Android version :)
>> 
>> Ariel
>> 
>> 
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Collins
>> Sent: Thursday, June 24, 2010 3:57 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] RT Mobile for iPhone
>> 
>> This is an RT client for iPhone. Check it out if your interested.
>> 
>> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> ------------------------------
> 
> Message: 6
> Date: Thu, 24 Jun 2010 14:33:02 -0500
> From: Kevin Falcone <falcone at bestpractical.com>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Special situation and Custom Fields
> Message-ID: <20100624193302.GL512 at jibsheet.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> On Wed, Jun 23, 2010 at 10:00:51AM -0700, Kenneth Crocker wrote:
>>   Getting rights of almost any kind, especially in terms of tickets (ie. Ticket Custom Fields),
>>   requires a user to be privileged.
> 
> You can certainly grant rights to the Unprivileged or Everyone group
> The problem Joe is having is because RT needs to load the Queue and
> then ask it about queue specific ticket custom fields, but it can't
> get there from here because it can't load the queue
> 
> -kevin
> Thank you for the confirmation

Joe
>>   I'm curious; why, exactly, do you have a problem with allowing "SeeQueue" to everyone?
>> 
>>   Kenn
>>   LBNL
>> 
>>   On Wed, Jun 23, 2010 at 9:14 AM, Joe Kirby <[1]kirby at umbc.edu> wrote:
>> 
>>     I have a queue setup for Everyone to have CreateTicket but not SeeQueue. We did this on
>>     purpose so the general unpriviliged user would not see the queue but we wanted it available
>>     to unprivileged faculty via the url for create ticket with the queue number as an entry
>>     point on a special faculty web page
>> 
>>     This part really works quite well and my users are very happy however I have a custom field
>>     which is setup to have Everyone See and Modify it but from what I can tell only those who
>>     can actually see the queue see the custom fields.
>> 
>>     Does anyone know of something else I need to setup?
>> 
>>     Thanks in advance
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> 
> ------------------------------
> 
> _______________________________________________
> RT-Users mailing list
> RT-Users at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> 
> End of RT-Users Digest, Vol 75, Issue 79
> ****************************************
> 


From torsten.brumm at googlemail.com  Thu Jun 24 23:45:42 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 25 Jun 2010 05:45:42 +0200
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <4C23D8F2.8050606@gmail.com>
References: <-2996965792844336@unknownmsgid>
	<83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com>
	<4C23D8F2.8050606@gmail.com>
Message-ID: <AANLkTimB3EzewVQqzwiPBkNG-ESLmmhDCGU7FB0tpYW2@mail.gmail.com>

And here! Please, one for the Androids....

2010/6/25 Paul <paul.crovella at gmail.com>

> Same here.
>
> Paul
>
> On 06/24/2010 03:03 PM, Ariel Saia wrote:
> > I would love to see an Android version :)
> >
> > Ariel
> >
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Collins
> > Sent: Thursday, June 24, 2010 3:57 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] RT Mobile for iPhone
> >
> > This is an RT client for iPhone. Check it out if your interested.
> >
> > http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.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.brumm.me
http://www.elektrofeld.de
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From NFOGGI at depaul.edu  Fri Jun 25 00:04:26 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Thu, 24 Jun 2010 23:04:26 -0500
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>


hey everyone,

after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this query:

use rt3;
SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  ORDER BY main.Name ASC;
# Time: 100624 22:44:20
# User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
# Query_time: 13  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
# Time: 100624 22:49:28

when loading any ticket page.  I've verified the cachedgroupmembers3 index is in place:

show index from CachedGroupMembers;
...
| CachedGroupMembers |          1 | CachedGroupMembers3 |            1 | MemberId          | A         |       36038 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| CachedGroupMembers |          1 | CachedGroupMembers3 |            2 | ImmediateParentId | A         |       36038 |     NULL | NULL   | YES  | BTREE      | NULL    | 


but still extremely slow... any ideas?  it's pretty bad...

Nicola
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From torsten.brumm at googlemail.com  Fri Jun 25 00:39:59 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 25 Jun 2010 06:39:59 +0200
Subject: [rt-users] Help and Ideas needed for a special setup
Message-ID: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>

Hi,
today i got a request from a department, they need the following Setup:

1. Queue
2. 10 possible Ticket Owners

They like to have the ticket given to the owners automatically by a round
robin mechanism. I have no idea at the moment how to do this. Any hints or
ideas?

Thanks
Torsten

-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From todd at chaka.net  Fri Jun 25 01:41:48 2010
From: todd at chaka.net (Todd Chapman)
Date: Fri, 25 Jun 2010 01:41:48 -0400
Subject: [rt-users] Help and Ideas needed for a special setup
In-Reply-To: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>
References: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>
Message-ID: <0EC4BBE1-15A2-47FB-A53C-DAC430BA71B6@chaka.net>

A scrip could check who owns the last ticket and give the new ticket to the next person in the list of possible owners. 

Sent from my iPhone

On Jun 25, 2010, at 12:39 AM, Torsten Brumm <torsten.brumm at googlemail.com> wrote:

> Hi,
> today i got a request from a department, they need the following Setup:
> 
> 1. Queue
> 2. 10 possible Ticket Owners
> 
> They like to have the ticket given to the owners automatically by a round robin mechanism. I have no idea at the moment how to do this. Any hints or ideas?
> 
> Thanks
> Torsten
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de
> 
> 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 jmaderios at kpu.net  Fri Jun 25 02:04:52 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Thu, 24 Jun 2010 22:04:52 -0800
Subject: [rt-users] Help and Ideas needed for a special setup
In-Reply-To: <0EC4BBE1-15A2-47FB-A53C-DAC430BA71B6@chaka.net>
References: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>
	<0EC4BBE1-15A2-47FB-A53C-DAC430BA71B6@chaka.net>
Message-ID: <CB39B98B7A2C408194FE7F2FD95F1E6B@Alienware>

What about putting a file in rt3/local.

Have the scrip read the file pick the user ID first in the list.

Write the list back out to the file putting the chosen person last.

You could write the tool to skip a person with a comment in front of their ID -  So if someone was off or for whatever reason you could not put them in "line".  

Use a simple CGI frontend to edit the page so that group could turn on and off people as they needed to so it does not become an admin nightmare.

The same thing could be done in a table in the database instead of a file...

Jason Maderios





From: Todd Chapman 
Sent: Thursday, June 24, 2010 9:41 PM
To: Torsten Brumm 
Cc: rt-users at lists.bestpractical.com 
Subject: Re: [rt-users] Help and Ideas needed for a special setup


A scrip could check who owns the last ticket and give the new ticket to the next person in the list of possible owners. 

Sent from my iPhone

On Jun 25, 2010, at 12:39 AM, Torsten Brumm <torsten.brumm at googlemail.com> wrote:


  Hi,
  today i got a request from a department, they need the following Setup:

  1. Queue
  2. 10 possible Ticket Owners

  They like to have the ticket given to the owners automatically by a round robin mechanism. I have no idea at the moment how to do this. Any hints or ideas?

  Thanks
  Torsten

  -- 
  MFG

  Torsten Brumm

  http://www.brumm.me
  http://www.elektrofeld.de


  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://rtbook.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 bjoern.schulz at desy.de  Fri Jun 25 02:48:46 2010
From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=)
Date: Fri, 25 Jun 2010 08:48:46 +0200
Subject: [rt-users] Help and Ideas needed for a special setup
In-Reply-To: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>
References: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>
Message-ID: <4C24514E.3060000@desy.de>

Hi Torsten,

add a cf to the specific queue with all staff members or use a staff 
group and one cf for the last ticket owner.
Hope this helps.

cheers,
   Bj?rn

Am 25.06.10 06:39, schrieb Torsten Brumm:
> Hi,
> today i got a request from a department, they need the following Setup:
>
> 1. Queue
> 2. 10 possible Ticket Owners
>
> They like to have the ticket given to the owners automatically by a
> round robin mechanism. I have no idea at the moment how to do this. Any
> hints or ideas?
>
> Thanks
> Torsten
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.brumm.me
> http://www.elektrofeld.de
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From bartelt at slac.stanford.edu  Fri Jun 25 03:00:04 2010
From: bartelt at slac.stanford.edu (Bartelt, John E.)
Date: Fri, 25 Jun 2010 00:00:04 -0700
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
Message-ID: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>

I bought it but I can't get it to connect.
(1) Does it understand https?
(2) Does it understand external authentication?

John Bartelt

Date: Thu, 24 Jun 2010 17:56:30 -0400
From: Dustin Collins <stregasgate at gmail.com>
To: "rt-users at lists.bestpractical.com"
        <rt-users at lists.bestpractical.com>
Subject: [rt-users] RT Mobile for iPhone
Message-ID: <-2996965792844336 at unknownmsgid>
Content-Type: text/plain; charset=ISO-8859-1

This is an RT client for iPhone. Check it out if your interested.

http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8



From joel.merrick at gmail.com  Fri Jun 25 03:44:34 2010
From: joel.merrick at gmail.com (Joel Merrick)
Date: Fri, 25 Jun 2010 08:44:34 +0100
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <AANLkTimB3EzewVQqzwiPBkNG-ESLmmhDCGU7FB0tpYW2@mail.gmail.com>
References: <-2996965792844336@unknownmsgid>
	<83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com>
	<4C23D8F2.8050606@gmail.com>
	<AANLkTimB3EzewVQqzwiPBkNG-ESLmmhDCGU7FB0tpYW2@mail.gmail.com>
Message-ID: <AANLkTinbGroZlYtBuz-2fAxKEvQHrrUYhLDmZZPtS0W8@mail.gmail.com>

+1 from me too

On Fri, Jun 25, 2010 at 4:45 AM, Torsten Brumm
<torsten.brumm at googlemail.com> wrote:
> And here! Please, one for the Androids....
>
> 2010/6/25 Paul <paul.crovella at gmail.com>
>>
>> Same here.
>>
>> Paul
>>
>> On 06/24/2010 03:03 PM, Ariel Saia wrote:
>> > I would love to see an Android version :)
>> >
>> > Ariel
>> >
>> >
>> > -----Original Message-----
>> > From: rt-users-bounces at lists.bestpractical.com
>> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin
>> > Collins
>> > Sent: Thursday, June 24, 2010 3:57 PM
>> > To: rt-users at lists.bestpractical.com
>> > Subject: [rt-users] RT Mobile for iPhone
>> >
>> > This is an RT client for iPhone. Check it out if your interested.
>> >
>> > http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.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.brumm.me
> http://www.elektrofeld.de
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
$ echo "kpfmAdpoofdufevq/dp/vl" | perl -pe 's/(.)/chr(ord($1)-1)/ge'


From wolfram.huettermann at desy.de  Fri Jun 25 03:47:46 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Fri, 25 Jun 2010 09:47:46 +0200
Subject: [rt-users] Thank you for your advice!
In-Reply-To: <20100624140453.GK512@jibsheet.com>
References: <4C236173.2020201@desy.de> <20100624140453.GK512@jibsheet.com>
Message-ID: <4C245F22.7080905@desy.de>

Kevin Falcone wrote:
> On Thu, Jun 24, 2010 at 03:45:23PM +0200, Wolfram Huettermann wrote:
>   
>> Hello,
>>
>> I have got a queue in whose tickets I display some Custom fields
>> (CFs). These CFs should be displayed in a special order determined
>> by their id's. That means: if I fix  21 104 102, then CF #21 is
>> being displayed  first, then CF #104 and then CF #102.  Surely all
>> these CFs belong to the same queue.
>> How is that possible without manipulating the name or description of
>> the CF?
>>     
>
> Configuration -> Queues -> Queue Name -> Ticket Custom Fields
>
> It helps if you have 3.8.8, Ruslan did a lot of work on custom field
> sorting in that release.
>
> -kevin
>   
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

Hello Kevin,

thank you for

1) reading my request properly.
2) your advice!

English is not my native tongue,  so that it is useful for me to write a 
request down before I type it. Anyway, I like RT very much.

Greetings,

Wolfram



From kbensch at fullnet.co.uk  Fri Jun 25 03:46:41 2010
From: kbensch at fullnet.co.uk (Kobus Bensch)
Date: Fri, 25 Jun 2010 07:46:41 +0000
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <AANLkTinbGroZlYtBuz-2fAxKEvQHrrUYhLDmZZPtS0W8@mail.gmail.com>
References: <-2996965792844336@unknownmsgid><83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com><4C23D8F2.8050606@gmail.com><AANLkTimB3EzewVQqzwiPBkNG-ESLmmhDCGU7FB0tpYW2@mail.gmail.com><AANLkTinbGroZlYtBuz-2fAxKEvQHrrUYhLDmZZPtS0W8@mail.gmail.com>
Message-ID: <753739544-1277452004-cardhu_decombobulator_blackberry.rim.net-997935382-@bda2271.bisx.produk.on.blackberry>

And if I can jump on the bandwagon, one for the blackberry. 

Kobus
Best Regards
Kobus Bensch
Fullnet Solutions LTD
07703503733

Sent from my BlackBerry? wireless device

-----Original Message-----
From: Joel Merrick <joel.merrick at gmail.com>
Sender: rt-users-bounces at lists.bestpractical.com
Date: Fri, 25 Jun 2010 08:44:34 
To: <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] RT Mobile for iPhone

+1 from me too

On Fri, Jun 25, 2010 at 4:45 AM, Torsten Brumm
<torsten.brumm at googlemail.com> wrote:
> And here! Please, one for the Androids....
>
> 2010/6/25 Paul <paul.crovella at gmail.com>
>>
>> Same here.
>>
>> Paul
>>
>> On 06/24/2010 03:03 PM, Ariel Saia wrote:
>> > I would love to see an Android version :)
>> >
>> > Ariel
>> >
>> >
>> > -----Original Message-----
>> > From: rt-users-bounces at lists.bestpractical.com
>> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin
>> > Collins
>> > Sent: Thursday, June 24, 2010 3:57 PM
>> > To: rt-users at lists.bestpractical.com
>> > Subject: [rt-users] RT Mobile for iPhone
>> >
>> > This is an RT client for iPhone. Check it out if your interested.
>> >
>> > http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.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.brumm.me
> http://www.elektrofeld.de
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
$ echo "kpfmAdpoofdufevq/dp/vl" | perl -pe 's/(.)/chr(ord($1)-1)/ge'

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

From fabrice82 at gmail.com  Fri Jun 25 04:09:58 2010
From: fabrice82 at gmail.com (Fabrice)
Date: Fri, 25 Jun 2010 10:09:58 +0200
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
Message-ID: <AANLkTiluYQOMFHBGHWtWlkfRr3npEp58YoENUFlykPKr@mail.gmail.com>

Hi,

Why you don't use rt 3.8.8 cli client ?

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

rt ls -o -Created -t ticket "Queue = '4' AND Status != 'resolved' AND \

Created < '30 days ago'" -f id,subject,status,created,lastupdated,owner \
| mail -s "Report of tickets 30 days old" username at email

Regards,
Fabrice


2010/6/25 Foggi, Nicola <NFOGGI at depaul.edu>

>
> hey everyone,
>
> after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this
> query:
>
> use rt3;
> SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND
> (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain =
> 'RT::Queue-Role' AND Groups_3.Instance = '3') OR (Groups_3.Domain =
> 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  ORDER BY main.Name ASC;
> # Time: 100624 22:44:20
> # User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
> # Query_time: 13  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
> # Time: 100624 22:49:28
>
> when loading any ticket page.  I've verified the cachedgroupmembers3 index
> is in place:
>
> show index from CachedGroupMembers;
> ...
> | CachedGroupMembers |          1 | CachedGroupMembers3 |            1 |
> MemberId          | A         |       36038 |     NULL | NULL   | YES  |
> BTREE      | NULL    |
> | CachedGroupMembers |          1 | CachedGroupMembers3 |            2 |
> ImmediateParentId | A         |       36038 |     NULL | NULL   | YES  |
> BTREE      | NULL    |
>
>
> but still extremely slow... any ideas?  it's pretty bad...
>
> Nicola
>
>
> 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 linedancer at gmail.com  Fri Jun 25 04:41:24 2010
From: linedancer at gmail.com (Gary Holmes)
Date: Fri, 25 Jun 2010 09:41:24 +0100
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <-2996965792844336@unknownmsgid>
References: <-2996965792844336@unknownmsgid>
Message-ID: <AANLkTimwg4ngA4bTk-Tlq7u3SmHTEmZsMXGkDW2-cDfb@mail.gmail.com>

Any chance you can get this listed on the UK AppStore?

Thanks,
Gary

On 24 June 2010 22:56, Dustin Collins <stregasgate at gmail.com> wrote:
> This is an RT client for iPhone. Check it out if your interested.
>
> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From bjoern.schulz at desy.de  Fri Jun 25 04:43:55 2010
From: bjoern.schulz at desy.de (=?ISO-8859-1?Q?Bj=F6rn_Schulz?=)
Date: Fri, 25 Jun 2010 10:43:55 +0200
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <AANLkTimwg4ngA4bTk-Tlq7u3SmHTEmZsMXGkDW2-cDfb@mail.gmail.com>
References: <-2996965792844336@unknownmsgid>
	<AANLkTimwg4ngA4bTk-Tlq7u3SmHTEmZsMXGkDW2-cDfb@mail.gmail.com>
Message-ID: <4C246C4B.7080302@desy.de>

And on the german store too?

cherrs,
   Bj?rn

Am 25.06.10 10:41, schrieb Gary Holmes:
> Any chance you can get this listed on the UK AppStore?
>
> Thanks,
> Gary
>
> On 24 June 2010 22:56, Dustin Collins<stregasgate at gmail.com>  wrote:
>> This is an RT client for iPhone. Check it out if your interested.
>>
>> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From Richard at widexs.nl  Fri Jun 25 05:45:32 2010
From: Richard at widexs.nl (Richard Pijnenburg)
Date: Fri, 25 Jun 2010 11:45:32 +0200
Subject: [rt-users] Migration from OTRS to RT3
Message-ID: <87458E9581E41E4F8FFD60620074085604E2B192@mail01.widexs.local>

Hi all,

 

My goal is to implement RT3 as new ticketing system but it seems a
demand is that the current history of OTRS needs to be integrated into
RT3.

I'm not all to happy with it but does someone have experience with this?

I haven't found any import scripts yet.

 

 

Met vriendelijke groet / With kind regards,

Richard Pijnenburg 

 

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From chuck.boeheim at cornell.edu  Fri Jun 25 08:19:46 2010
From: chuck.boeheim at cornell.edu (Chuck Boeheim)
Date: Fri, 25 Jun 2010 08:19:46 -0400
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
Message-ID: <9B9B19BE-30D3-482F-B7DA-00FD2C962130@cornell.edu>

Likewise.   We use webauth in front of RT, so we need to authenticate to another web page first, and then return a cookie with the transactions. 

-Chuck

On Jun 25, 2010, at 3:02 AM, "Bartelt, John E." <bartelt at slac.stanford.edu> wrote:

> I bought it but I can't get it to connect.
> (1) Does it understand https?
> (2) Does it understand external authentication?
> 
> John Bartelt
> 
> Date: Thu, 24 Jun 2010 17:56:30 -0400
> From: Dustin Collins <stregasgate at gmail.com>
> To: "rt-users at lists.bestpractical.com"
>        <rt-users at lists.bestpractical.com>
> Subject: [rt-users] RT Mobile for iPhone
> Message-ID: <-2996965792844336 at unknownmsgid>
> Content-Type: text/plain; charset=ISO-8859-1
> 
> This is an RT client for iPhone. Check it out if your interested.
> 
> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From hdawood at peer1.com  Fri Jun 25 09:21:55 2010
From: hdawood at peer1.com (Hussam Dawood)
Date: Fri, 25 Jun 2010 08:21:55 -0500
Subject: [rt-users] Understanding behavior of Ticket->SetOwner()
Message-ID: <4C24AD73.7090806@peer1.com>

Hello,

We are running a mod_perl2 (2.0.4) REST application (using apache 2.2.9) 
that handles various ticket operations for us using RT (rt-3.6.7 backed 
by MySQL 5.0.51a). These operations include creating tickets, setting 
owners, setting states, changing queues etc. The front-end to all of 
this is a simple web-form that allows for the above actions to take 
place as well as injecting some custom fields when creating the tickets.

We are having an issue with the SetOwner() portion of the ticket object, 
where sometimes if someone changes the ticket owner to someone else or 
'Nobody' and immediately queries the ticket again, the old owner is 
returned.  We are sure the SetOwner() action is not failing since 
querying the database immediately after the action shows the new OwnerId 
and no error code is returned from SetOwner() as well.

We are trying to track down where this issue is coming from. So far one 
thing we have figured out is that the more random the apache thread that 
is serving the 'GET' request is, the better our chances of getting fresh 
data (i.e. the newly set Owner). This is a little problematic since we 
have noticed that some user agents (say Firefox or Chrome) keep their 
connections open to the server (assuming this is due to KeepAlive) and 
get served by the same apache process for quite some time. This causes 
them to keep getting stale data for some time after the SetOwner() 
process has taken place.

We thought at first that our SearchBuilder package (SearchBuilder 1.54) 
may be the culprit here, however, setting the 'cache_for_sec' key under 
sub _CacheConfig {} from the default '5' seconds to '0' or '1' did not 
prove useful. We also tried the following settings under 
RT_SiteConfig.pm which did not resolve our issue either:

Set($UseTransactionBatch, 1); - both 0 and 1 - thinking that batching 
transactions was causing SetOwner() to take not take effect immediately

Set($WebFlushDbCacheEveryRequest, 0); - couldn't find much documentation 
on this but thought it might be relevant to our endeavors.

I am eager to find out if someone has run into this issue before or has 
suggestions for things we can try to eliminate this issue.

Thank you,
H. Dawood


From ktm at rice.edu  Fri Jun 25 09:31:08 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 25 Jun 2010 08:31:08 -0500
Subject: [rt-users] Understanding behavior of Ticket->SetOwner()
In-Reply-To: <4C24AD73.7090806@peer1.com>
References: <4C24AD73.7090806@peer1.com>
Message-ID: <20100625133108.GL23529@aart.is.rice.edu>

On Fri, Jun 25, 2010 at 08:21:55AM -0500, Hussam Dawood wrote:
> Hello,
>
> We are running a mod_perl2 (2.0.4) REST application (using apache 2.2.9) 
> that handles various ticket operations for us using RT (rt-3.6.7 backed by 
> MySQL 5.0.51a). These operations include creating tickets, setting owners, 
> setting states, changing queues etc. The front-end to all of this is a 
> simple web-form that allows for the above actions to take place as well as 
> injecting some custom fields when creating the tickets.
>
> We are having an issue with the SetOwner() portion of the ticket object, 
> where sometimes if someone changes the ticket owner to someone else or 
> 'Nobody' and immediately queries the ticket again, the old owner is 
> returned.  We are sure the SetOwner() action is not failing since querying 
> the database immediately after the action shows the new OwnerId and no 
> error code is returned from SetOwner() as well.
>
> We are trying to track down where this issue is coming from. So far one 
> thing we have figured out is that the more random the apache thread that is 
> serving the 'GET' request is, the better our chances of getting fresh data 
> (i.e. the newly set Owner). This is a little problematic since we have 
> noticed that some user agents (say Firefox or Chrome) keep their 
> connections open to the server (assuming this is due to KeepAlive) and get 
> served by the same apache process for quite some time. This causes them to 
> keep getting stale data for some time after the SetOwner() process has 
> taken place.
>
> We thought at first that our SearchBuilder package (SearchBuilder 1.54) may 
> be the culprit here, however, setting the 'cache_for_sec' key under sub 
> _CacheConfig {} from the default '5' seconds to '0' or '1' did not prove 
> useful. We also tried the following settings under RT_SiteConfig.pm which 
> did not resolve our issue either:
>
> Set($UseTransactionBatch, 1); - both 0 and 1 - thinking that batching 
> transactions was causing SetOwner() to take not take effect immediately
>
> Set($WebFlushDbCacheEveryRequest, 0); - couldn't find much documentation on 
> this but thought it might be relevant to our endeavors.
>
> I am eager to find out if someone has run into this issue before or has 
> suggestions for things we can try to eliminate this issue.
>
> Thank you,
> H. Dawood
>

I am not certain why a work-flow would first set the owner of a ticket
and then immediately try to get the owner using a query even though
the owner change completed without an error. I think you are running
into a whole host of caching effects that keep the whole application
from being totally DB limited. Caching is a huge win in most cases and
user education may be a better way of handling this issue than turning
off or disabling the caching. Maybe someone else will have some other
ideas.

Cheers,
Ken


From flmmartins at gmail.com  Fri Jun 25 09:49:52 2010
From: flmmartins at gmail.com (Fernanda Martins)
Date: Fri, 25 Jun 2010 10:49:52 -0300
Subject: [rt-users] How to safely uninstall RTFM
Message-ID: <AANLkTikUpXFM-Yqs_7cEALREaexhY1Goanvz-KArG3Ik@mail.gmail.com>

Hi,

I need to remove RTFM from RT. But I don't want to drop de FM's tables,
cause I'm afraid that I may corrupt something.

Any sugestion? how to safely uninstall RTFM?

Fernanda L. M. Martins
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From NFOGGI at depaul.edu  Fri Jun 25 09:51:06 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Fri, 25 Jun 2010 08:51:06 -0500
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
References: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
	<AANLkTiluYQOMFHBGHWtWlkfRr3npEp58YoENUFlykPKr@mail.gmail.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8E0B@XVS01.dpu.depaul.edu>


I forgot to include the top part with the query stats:

# Time: 100624 22:44:19
# User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
# Query_time: 12  Lock_time: 0  Rows_sent: 8  Rows_examined: 3314678
use rt3;
SELECT DISTINCT main.* FROM Users main JOIN Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMem
bers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHER
E (Principals_1.Disabled = '0') AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain = 'RT::Queue-Ro
le' AND Groups_3.Instance = '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  ORDER BY main.Name ASC;

Is there a reason it's looking at 3314678 rows for what returns the user listing?

Nicola

2010/6/25 Foggi, Nicola <NFOGGI at depaul.edu>

>
> hey everyone,
>
> after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this
> query:
>
> use rt3;
> SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND
> (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain =
> 'RT::Queue-Role' AND Groups_3.Instance = '3') OR (Groups_3.Domain =
> 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  ORDER BY main.Name ASC;
> # Time: 100624 22:44:20
> # User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
> # Query_time: 13  Lock_time: 0  Rows_sent: 1  Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
> # Time: 100624 22:49:28
>
> when loading any ticket page.  I've verified the cachedgroupmembers3 index
> is in place:
>
> show index from CachedGroupMembers;
> ...
> | CachedGroupMembers |          1 | CachedGroupMembers3 |            1 |
> MemberId          | A         |       36038 |     NULL | NULL   | YES  |
> BTREE      | NULL    |
> | CachedGroupMembers |          1 | CachedGroupMembers3 |            2 |
> ImmediateParentId | A         |       36038 |     NULL | NULL   | YES  |
> BTREE      | NULL    |
>
>
> but still extremely slow... any ideas?  it's pretty bad...
>
> Nicola
>
>
> 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 jledford at biltmore.com  Fri Jun 25 10:27:19 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Fri, 25 Jun 2010 10:27:19 -0400
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <753739544-1277452004-cardhu_decombobulator_blackberry.rim.net-997935382-@bda2271.bisx.produk.on.blackberry>
References: <-2996965792844336@unknownmsgid><83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com><4C23D8F2.8050606@gmail.com><AANLkTimB3EzewVQqzwiPBkNG-ESLmmhDCGU7FB0tpYW2@mail.gmail.com><AANLkTinbGroZlYtBuz-2fAxKEvQHrrUYhLDmZZPtS0W8@mail.gmail.com>
	<753739544-1277452004-cardhu_decombobulator_blackberry.rim.net-997935382-@bda2271.bisx.produk.on.blackberry>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA0AAD8B@MAILBOX.tbcnet.biltmore.com>

I am jealous since we use blackberry almost exclusively.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch
Sent: Friday, June 25, 2010 3:47 AM
To: Joel Merrick; rt-users-bounces at lists.bestpractical.com; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Mobile for iPhone

And if I can jump on the bandwagon, one for the blackberry. 

Kobus
Best Regards
Kobus Bensch
Fullnet Solutions LTD
07703503733

Sent from my BlackBerry(r) wireless device

-----Original Message-----
From: Joel Merrick <joel.merrick at gmail.com>
Sender: rt-users-bounces at lists.bestpractical.com
Date: Fri, 25 Jun 2010 08:44:34 
To: <rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] RT Mobile for iPhone

+1 from me too

On Fri, Jun 25, 2010 at 4:45 AM, Torsten Brumm
<torsten.brumm at googlemail.com> wrote:
> And here! Please, one for the Androids....
>
> 2010/6/25 Paul <paul.crovella at gmail.com>
>>
>> Same here.
>>
>> Paul
>>
>> On 06/24/2010 03:03 PM, Ariel Saia wrote:
>> > I would love to see an Android version :)
>> >
>> > Ariel
>> >
>> >
>> > -----Original Message-----
>> > From: rt-users-bounces at lists.bestpractical.com
>> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin
>> > Collins
>> > Sent: Thursday, June 24, 2010 3:57 PM
>> > To: rt-users at lists.bestpractical.com
>> > Subject: [rt-users] RT Mobile for iPhone
>> >
>> > This is an RT client for iPhone. Check it out if your interested.
>> >
>> > http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.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.brumm.me
> http://www.elektrofeld.de
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
$ echo "kpfmAdpoofdufevq/dp/vl" | perl -pe 's/(.)/chr(ord($1)-1)/ge'

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From knabe at 4j.lane.edu  Fri Jun 25 10:31:54 2010
From: knabe at 4j.lane.edu (Troy Knabe)
Date: Fri, 25 Jun 2010 07:31:54 -0700 (PDT)
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
Message-ID: <1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>

Yes. I just installed it and it does do https and external auth fine. 

-Troy
Sent from my Mobile Device

On Jun 25, 2010, at 12:05 AM, "Bartelt, John E." <bartelt at slac.stanford.edu> wrote:

> I bought it but I can't get it to connect.
> (1) Does it understand https?
> (2) Does it understand external authentication?
> 
> John Bartelt
> 
> Date: Thu, 24 Jun 2010 17:56:30 -0400
> From: Dustin Collins <stregasgate at gmail.com>
> To: "rt-users at lists.bestpractical.com"
>        <rt-users at lists.bestpractical.com>
> Subject: [rt-users] RT Mobile for iPhone
> Message-ID: <-2996965792844336 at unknownmsgid>
> Content-Type: text/plain; charset=ISO-8859-1
> 
> This is an RT client for iPhone. Check it out if your interested.
> 
> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


From ml-rt at zu-con.org  Fri Jun 25 10:33:14 2010
From: ml-rt at zu-con.org (Matthias Rieber)
Date: Fri, 25 Jun 2010 16:33:14 +0200
Subject: [rt-users] RT::Authen::ExternalAuth - Update LDAP information
Message-ID: <4C24BE2A.2080407@zu-con.org>

  Hi,

I've a few questions about RT::Authen::ExternalAuth module. I've 
installed it and I can:

1. Authenticate using LDAP accounts and
2. Email addresses in new tickets will be looked up, and the configured 
values like RealName, WorkPhone will be put in the appropriate fields.

It seems that both databases are active now. I can use my LDAP password 
and my former RT password. Is that the expected behaviour or might there 
a problem with my configuration? Is there a proper way to erase the 
internal password?

Is it possible to refresh the information that has been pulled from 
LDAP? For instance if employees move to another department or get a new 
phone number?

Regards,
Matthias



From ktm at rice.edu  Fri Jun 25 10:47:13 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 25 Jun 2010 09:47:13 -0500
Subject: [rt-users] RT::Authen::ExternalAuth - Update LDAP information
In-Reply-To: <4C24BE2A.2080407@zu-con.org>
References: <4C24BE2A.2080407@zu-con.org>
Message-ID: <20100625144713.GN23529@aart.is.rice.edu>

On Fri, Jun 25, 2010 at 04:33:14PM +0200, Matthias Rieber wrote:
>  Hi,
>
> I've a few questions about RT::Authen::ExternalAuth module. I've installed 
> it and I can:
>
> 1. Authenticate using LDAP accounts and
> 2. Email addresses in new tickets will be looked up, and the configured 
> values like RealName, WorkPhone will be put in the appropriate fields.
>
> It seems that both databases are active now. I can use my LDAP password and 
> my former RT password. Is that the expected behaviour or might there a 
> problem with my configuration? Is there a proper way to erase the internal 
> password?
>
> Is it possible to refresh the information that has been pulled from LDAP? 
> For instance if employees move to another department or get a new phone 
> number?
>
> Regards,
> Matthias
>

Hi Matthias,

The stacking of authentication sources, like a PAM stack, is
normal. You can adjust it to not use the local RT password in
the code for User_*.pm. My main motivation for keeping both is
to allow the ticketing system to still be useable during any
major service outage, including the LDAP infrastructure. As
far as refreshing the information within RT, we currently
include a timestamp for the last LDAP update and have an
external script that checks for and updates the internal information
if there has been a change. The script pulls the list of users, uses
the rt commandline tool to pull the timestamp field and then an LDAP
query to compare it with the entries in the directory. If it is the
same, move to the next user. Otherwise update the appropriate user
information. We run it once a day.

Regards,
Ken


From mstreet at alliancemed.org  Fri Jun 25 12:02:08 2010
From: mstreet at alliancemed.org (Mark Street)
Date: Fri, 25 Jun 2010 09:02:08 -0700 (PDT)
Subject: [rt-users] GnuPG Interface Mouse and Moose - Missing dependencies
In-Reply-To: <2099139470.116.1277481214815.JavaMail.javamailuser@localhost>
Message-ID: <1723122404.148.1277481728330.JavaMail.javamailuser@localhost>

Hi, 

I broke rt 3.8.8 after updating my Centos 5 box with yum...it upgraded perl. I knew it was going to be a problem right after I did it.... 

I ran make testdeps in my rt3 source directory and used CPAN to update all of the missing modules... all but 1, the GnuPG::Interface module is not behaving. 

SOME DEPENDENCIES WERE MISSING. 
GPG missing dependencies: 
GnuPG::Interface ...MISSING 
Undefined subroutine &Mouse::Util::get_metaclass_by_name called at /usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103. 
make: *** [testdeps] Error 1 

I installed GnuPG 0.4.2 through cpan and manually installed it so I know it is installed. I did the same thing for Mouse and Any::Moose. 

I have seen 1 other similar instance of this on a search of gossamer threads forums from June 21st... so I am not alone. 

Any ideas on how to remedy this one? 

-- 
Mark Street, D.C., RHCE 
Chief Technology Officer 
Alliance Medical Center 
(707) 433-5494 
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From ruz at bestpractical.com  Fri Jun 25 12:05:41 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 25 Jun 2010 20:05:41 +0400
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
References: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
Message-ID: <AANLkTinX1lIN2dHWaDOqRnjqkaA7-381cZeNAGFbaiLn@mail.gmail.com>

Hello,

Do you use SQLForACLChecks option?
Where is EXPLAIN for this query?
Show indexes from Groups table.

On Fri, Jun 25, 2010 at 8:04 AM, Foggi, Nicola <NFOGGI at depaul.edu> wrote:
>
> hey everyone,
>
> after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this
> query:
>
> use rt3;
> SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType =
> 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance =
> '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type =
> 'AdminCc')? ORDER BY main.Name ASC;
> # Time: 100624 22:44:20
> # User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
> # Query_time: 13? Lock_time: 0? Rows_sent: 1? Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
> # Time: 100624 22:49:28
>
> when loading any ticket page.? I've verified the cachedgroupmembers3 index
> is in place:
>
> show index from CachedGroupMembers;
> ...
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 1 |
> MemberId????????? | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 2 |
> ImmediateParentId | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
>
>
> but still extremely slow... any ideas?? it's pretty bad...
>
> Nicola
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.


From NFOGGI at depaul.edu  Fri Jun 25 12:07:08 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Fri, 25 Jun 2010 11:07:08 -0500
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
References: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
	<AANLkTinX1lIN2dHWaDOqRnjqkaA7-381cZeNAGFbaiLn@mail.gmail.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8E15@XVS01.dpu.depaul.edu>


UseSQLForACLChecks is set as the default under RT_Config.pm to "Set($UseSQLForACLChecks, undef);"

here is the explain:

EXPLAIN SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  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                                |  316 | Using where; Using temporary; Using filesort | 
|  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2        | Groups2    | 67      | const                               | 3992 | Using where; Distinct                        | 
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                        | PRIMARY    | 4       | rt3.main.id                         |    1 | Using where; Distinct                        | 
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,CachedGroupMembers3 | DisGrouMem | 10      | rt3.Groups_3.id,rt3.Principals_1.id |    1 | Using where; Using index; Distinct           | 
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-------------------------------------+------+----------------------------------------------+
4 rows in set (0.00 sec)

here is the indexes:

mysql> show index from Groups;
+--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Table  | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Groups |          0 | PRIMARY  |            1 | id          | A         |       21563 |     NULL | NULL   |      | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            1 | Domain      | A         |          31 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            2 | Instance    | A         |       21563 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            3 | Type        | A         |       21563 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            4 | id          | A         |       21563 |     NULL | NULL   |      | BTREE      | NULL    | 
| Groups |          1 | Groups2  |            1 | Type        | A         |          10 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups2  |            2 | Instance    | A         |       21563 |     NULL | NULL   | YES  | BTREE      | NULL    | 
+--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
7 rows in set (0.00 sec)

I did find in some trial and error testing if I drop the " OR (Groups_3.Domain = 'RT::System-Role')" from the query it gives the same results in under 1 second vs 11-12 seconds, but bot sure what that OR is adding into the mix.  That query is what is performed when I display a ticket through the web interface.

Any help is appreciated!

Nicola

-----Original Message-----
From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov
Sent: Fri 6/25/2010 11:05 AM
To: Foggi, Nicola
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
 
Hello,

Do you use SQLForACLChecks option?
Where is EXPLAIN for this query?
Show indexes from Groups table.

On Fri, Jun 25, 2010 at 8:04 AM, Foggi, Nicola <NFOGGI at depaul.edu> wrote:
>
> hey everyone,
>
> after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this
> query:
>
> use rt3;
> SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType =
> 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance =
> '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type =
> 'AdminCc')? ORDER BY main.Name ASC;
> # Time: 100624 22:44:20
> # User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
> # Query_time: 13? Lock_time: 0? Rows_sent: 1? Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
> # Time: 100624 22:49:28
>
> when loading any ticket page.? I've verified the cachedgroupmembers3 index
> is in place:
>
> show index from CachedGroupMembers;
> ...
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 1 |
> MemberId????????? | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 2 |
> ImmediateParentId | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
>
>
> but still extremely slow... any ideas?? it's pretty bad...
>
> Nicola
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.

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From paul at paulororke.net  Fri Jun 25 12:02:36 2010
From: paul at paulororke.net (Paul O'Rorke)
Date: Fri, 25 Jun 2010 09:02:36 -0700
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <4C23D8F2.8050606@gmail.com>
References: <-2996965792844336@unknownmsgid>	<83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com>
	<4C23D8F2.8050606@gmail.com>
Message-ID: <4C24D31C.3000202@paulororke.net>

another vote for it on Android...  :-)

On 24/06/2010 3:15 PM, Paul wrote:
> Same here.
>
> Paul
>
> On 06/24/2010 03:03 PM, Ariel Saia wrote:
>    
>> I would love to see an Android version :)
>>
>> Ariel
>>
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Collins
>> Sent: Thursday, June 24, 2010 3:57 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] RT Mobile for iPhone
>>
>> This is an RT client for iPhone. Check it out if your interested.
>>
>> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>      
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>    




From bartelt at slac.stanford.edu  Fri Jun 25 12:23:47 2010
From: bartelt at slac.stanford.edu (John Bartelt)
Date: Fri, 25 Jun 2010 09:23:47 -0700 (PDT)
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
Message-ID: <alpine.LRH.1.10.1006250919380.21266@gamera.slac.stanford.edu>

I just looked at the server log.  It is passing the username and
password as part of the URL in CLEAR TEXT!
This can't work with external authentication - by which I mean,
the authentication is done by the apache server, not by RT.
It uses the REMOTE_USER environment variable, not a URL.

John

On Fri, 25 Jun 2010, Troy Knabe wrote:

> Yes. I just installed it and it does do https and external auth fine.
>
> -Troy
> Sent from my Mobile Device
>
> On Jun 25, 2010, at 12:05 AM, "Bartelt, John E." <bartelt at slac.stanford.edu> wrote:
>
>> I bought it but I can't get it to connect.
>> (1) Does it understand https?
>> (2) Does it understand external authentication?
>>
>> John Bartelt
>>
>> Date: Thu, 24 Jun 2010 17:56:30 -0400
>> From: Dustin Collins <stregasgate at gmail.com>
>> To: "rt-users at lists.bestpractical.com"
>>        <rt-users at lists.bestpractical.com>
>> Subject: [rt-users] RT Mobile for iPhone
>> Message-ID: <-2996965792844336 at unknownmsgid>
>> Content-Type: text/plain; charset=ISO-8859-1
>>
>> This is an RT client for iPhone. Check it out if your interested.
>>
>> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>

+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
John Bartelt                             bartelt at SLAC.Stanford.edu
SLAC National Accelerator Laboratory     650-926-4591
MS 97
2575 Sand Hill Road
Menlo Park, CA 94025                     office: SCCS room 331


From NFOGGI at depaul.edu  Fri Jun 25 12:33:48 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Fri, 25 Jun 2010 11:33:48 -0500
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
References: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu><AANLkTinX1lIN2dHWaDOqRnjqkaA7-381cZeNAGFbaiLn@mail.gmail.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC8E15@XVS01.dpu.depaul.edu>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8E16@XVS01.dpu.depaul.edu>


A little follow up on the explains:

here is the query as run when displaying a ticket:

mysql> EXPLAIN SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  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                                |  316 | Using where; Using temporary; Using filesort | 
|  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2        | Groups2    | 67      | const                               | 4000 | Using where; Distinct                        | 
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                        | PRIMARY    | 4       | rt3.main.id                         |    1 | Using where; Distinct                        | 
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,CachedGroupMembers3 | DisGrouMem | 10      | rt3.Groups_3.id,rt3.Principals_1.id |    1 | Using where; Using index; Distinct           | 
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-------------------------------------+------+----------------------------------------------+
4 rows in set (0.00 sec)


here is the modified removing the OR 

mysql> EXPLAIN SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '3')) AND (Groups_3.Type = 'AdminCc')  ORDER BY main.Name ASC;
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-----------------------------+------+-----------------------------------------------------------+
| id | select_type | table                | type   | possible_keys                  | key        | key_len | ref                         | rows | Extra                                                     |
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-----------------------------+------+-----------------------------------------------------------+
|  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2        | Groups1    | 139     | const,const,const           |    1 | Using where; Using index; Using temporary; Using filesort | 
|  1 | SIMPLE      | main                 | range  | PRIMARY                        | PRIMARY    | 4       | NULL                        |  316 | Using where                                               | 
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                        | PRIMARY    | 4       | rt3.main.id                 |    1 | Using where; Distinct                                     | 
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,CachedGroupMembers3 | DisGrouMem | 10      | rt3.Groups_3.id,rt3.main.id |    1 | Using where; Using index; Distinct                        | 
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-----------------------------+------+-----------------------------------------------------------+
4 rows in set (0.00 sec)

index listing from Principals:

mysql> show index from Principals;
+------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Table      | Non_unique | Key_name    | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Principals |          0 | PRIMARY     |            1 | id          | A         |       22309 |     NULL | NULL   |      | BTREE      | NULL    | 
| Principals |          1 | Principals2 |            1 | ObjectId    | A         |       22309 |     NULL | NULL   | YES  | BTREE      | NULL    | 
+------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
2 rows in set (0.00 sec)

not sure if this helps tracking it down... still having figured out what the Groups_3.Domain = 'RT::System-Role'...

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Foggi, Nicola
Sent: Fri 6/25/2010 11:07 AM
To: Ruslan Zakirov
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
 

UseSQLForACLChecks is set as the default under RT_Config.pm to "Set($UseSQLForACLChecks, undef);"

here is the explain:

EXPLAIN SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  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                                |  316 | Using where; Using temporary; Using filesort | 
|  1 | SIMPLE      | Groups_3             | ref    | PRIMARY,Groups1,Groups2        | Groups2    | 67      | const                               | 3992 | Using where; Distinct                        | 
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                        | PRIMARY    | 4       | rt3.main.id                         |    1 | Using where; Distinct                        | 
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,CachedGroupMembers3 | DisGrouMem | 10      | rt3.Groups_3.id,rt3.Principals_1.id |    1 | Using where; Using index; Distinct           | 
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-------------------------------------+------+----------------------------------------------+
4 rows in set (0.00 sec)

here is the indexes:

mysql> show index from Groups;
+--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Table  | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment |
+--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
| Groups |          0 | PRIMARY  |            1 | id          | A         |       21563 |     NULL | NULL   |      | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            1 | Domain      | A         |          31 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            2 | Instance    | A         |       21563 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            3 | Type        | A         |       21563 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups1  |            4 | id          | A         |       21563 |     NULL | NULL   |      | BTREE      | NULL    | 
| Groups |          1 | Groups2  |            1 | Type        | A         |          10 |     NULL | NULL   | YES  | BTREE      | NULL    | 
| Groups |          1 | Groups2  |            2 | Instance    | A         |       21563 |     NULL | NULL   | YES  | BTREE      | NULL    | 
+--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+
7 rows in set (0.00 sec)

I did find in some trial and error testing if I drop the " OR (Groups_3.Domain = 'RT::System-Role')" from the query it gives the same results in under 1 second vs 11-12 seconds, but bot sure what that OR is adding into the mix.  That query is what is performed when I display a ticket through the web interface.

Any help is appreciated!

Nicola

-----Original Message-----
From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov
Sent: Fri 6/25/2010 11:05 AM
To: Foggi, Nicola
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
 
Hello,

Do you use SQLForACLChecks option?
Where is EXPLAIN for this query?
Show indexes from Groups table.

On Fri, Jun 25, 2010 at 8:04 AM, Foggi, Nicola <NFOGGI at depaul.edu> wrote:
>
> hey everyone,
>
> after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this
> query:
>
> use rt3;
> SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType =
> 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance =
> '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type =
> 'AdminCc')? ORDER BY main.Name ASC;
> # Time: 100624 22:44:20
> # User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
> # Query_time: 13? Lock_time: 0? Rows_sent: 1? Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
> # Time: 100624 22:49:28
>
> when loading any ticket page.? I've verified the cachedgroupmembers3 index
> is in place:
>
> show index from CachedGroupMembers;
> ...
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 1 |
> MemberId????????? | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 2 |
> ImmediateParentId | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
>
>
> but still extremely slow... any ideas?? it's pretty bad...
>
> Nicola
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.



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From daniel.farst at case.edu  Fri Jun 25 12:40:49 2010
From: daniel.farst at case.edu (Daniel Farst)
Date: Fri, 25 Jun 2010 12:40:49 -0400
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
Message-ID: <15210008378.20100625124038@case.edu>

We use external auth with LDAP and it opens and immediately crashes for me.

In my Apache logs, I see two attempts to connect with my username and password in cleartext *shudders*

-- 
Daniel Farst
IT Support Coordinator
College of Arts and Sciences
Case Western Reserve University

Public key on keyserver.pgp.com
----------------------------------
Friday, June 25, 2010, 10:31:54 AM, Troy Knabe wrote:
----------------------------------
> Yes. I just installed it and it does do https and external auth fine. 

> -Troy
> Sent from my Mobile Device

> On Jun 25, 2010, at 12:05 AM, "Bartelt, John E."
> <bartelt at slac.stanford.edu> wrote:

>> I bought it but I can't get it to connect.
>> (1) Does it understand https?
>> (2) Does it understand external authentication?
>> 
>> John Bartelt
>> 
>> Date: Thu, 24 Jun 2010 17:56:30 -0400
>> From: Dustin Collins <stregasgate at gmail.com>
>> To: "rt-users at lists.bestpractical.com"
>>        <rt-users at lists.bestpractical.com>
>> Subject: [rt-users] RT Mobile for iPhone
>> Message-ID: <-2996965792844336 at unknownmsgid>
>> Content-Type: text/plain; charset=ISO-8859-1
>> 
>> This is an RT client for iPhone. Check it out if your interested.
>> 
>> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.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 bartelt at slac.stanford.edu  Fri Jun 25 12:49:31 2010
From: bartelt at slac.stanford.edu (John Bartelt)
Date: Fri, 25 Jun 2010 09:49:31 -0700 (PDT)
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <15210008378.20100625124038@case.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
	<15210008378.20100625124038@case.edu>
Message-ID: <alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>

On Fri, 25 Jun 2010, Daniel Farst wrote:
>
> In my Apache logs, I see two attempts to connect with my username and password in cleartext *shudders*

Yes, I just spent several minutes chaning the passwords for the
three accounts I had tested with.  I wonder if I can get my
money back?

John

+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
John Bartelt                             bartelt at SLAC.Stanford.edu
SLAC National Accelerator Laboratory     650-926-4591
MS 97
2575 Sand Hill Road
Menlo Park, CA 94025                     office: SCCS room 331


From knabe at 4j.lane.edu  Fri Jun 25 13:07:19 2010
From: knabe at 4j.lane.edu (Troy Knabe)
Date: Fri, 25 Jun 2010 10:07:19 -0700
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
	<15210008378.20100625124038@case.edu>
	<alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>
Message-ID: <6EC8A884-5AF8-4814-BD7A-8F60FAFA2CE7@4j.lane.edu>

Yes, I have too.  My apologies.  I guess I should have said, "yes, it accepted https://hostname in the config."

Again, Sorry!

-Troy


On Jun 25, 2010, at 9:49 AM, John Bartelt wrote:

> On Fri, 25 Jun 2010, Daniel Farst wrote:
>> 
>> In my Apache logs, I see two attempts to connect with my username and password in cleartext *shudders*
> 
> Yes, I just spent several minutes chaning the passwords for the
> three accounts I had tested with.  I wonder if I can get my
> money back?
> 
> John
> 
> +=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
> John Bartelt                             bartelt at SLAC.Stanford.edu
> SLAC National Accelerator Laboratory     650-926-4591
> MS 97
> 2575 Sand Hill Road
> Menlo Park, CA 94025                     office: SCCS room 331



From Brandon.Patton at aspireindiana.org  Fri Jun 25 13:33:14 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Fri, 25 Jun 2010 13:33:14 -0400
Subject: [rt-users] Upgrading from RT 3.6.5
Message-ID: <16080B6460E00C4A881395258161C50402FB1F771F@mail.bccmh.net>

Hello, I'm a fairly new Request Tracker user and a novice in the Linux world, but I've inherited this system after a co-worker left. We are in the process of getting more departments to use this product and I want to get it upgraded before we move forward. I have read a lot of the documentation on the Wiki but I'm still not 100% confident on what I'm doing. First, I want to have some type of backup of the current system in case I screw something up. Most of the documentation I see refers to /opt/rt3 but this does not exist on my system. Can someone point me in the right direction of backup up the current system and then upgrading to the newest? Below is the information that I have been able to collect about the system:

OS: Ubuntu 8.04.0
MySQL 5.0.51
PostFix Mail 2.54
Apache 2.28
Request Racker: 3.6.5

Thanks.

Brandon Patton, BS
Systems Administrator
ASPIRE Indiana
brandon.patton at ASPIREIndiana.org
765-641-8283

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From jpierce at cambridgeenergyalliance.org  Fri Jun 25 14:14:14 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 25 Jun 2010 14:14:14 -0400
Subject: [rt-users] Upgrading from RT 3.6.5
In-Reply-To: <16080B6460E00C4A881395258161C50402FB1F771F@mail.bccmh.net>
References: <16080B6460E00C4A881395258161C50402FB1F771F@mail.bccmh.net>
Message-ID: <AANLkTimKRGNM8tjfFVvfEVk2NXbqOGTwKqAD_hse8Aox@mail.gmail.com>

Ungh, Ubuntu as a server.

Leaving that aside, simply use the package manager (something like
Synaptic in the GUI) to check where the files for the rt package are
installed.
Back those up if you have concerns about possible customizations done
to core instead of local code. Backup your database. Then:

A) Update your system to something more modern, and install the
corresponding rt package
B) Download the source tarball from Best Practical, and follow the
enclosed directions

P.S. /opt/rt3 is the default path, for some reason several
distributions like Ubuntu like to shove stuff under
/usr/local/packageName and give users longer pathnames to deal with.


From cloos at netsandbox.de  Fri Jun 25 16:10:10 2010
From: cloos at netsandbox.de (Christian Loos)
Date: Fri, 25 Jun 2010 22:10:10 +0200
Subject: [rt-users] Help and Ideas needed for a special setup
In-Reply-To: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>
References: <AANLkTimiLVMW6XKGmujxT2ypRLD1BxT4V3BiEl0E7iKk@mail.gmail.com>
Message-ID: <4C250D22.2020002@netsandbox.de>

Hi Torsten,

I would create a special group to identify the possible ticket owner. So
you can quickly pull someone out of the group, if he is on holiday.

Get the group member,sort them by name and put them in a list.

Get the last assigned owner by get all tickets from queue, order by
ticket id desc and get the first (this is the last created) ticket.
Maybe instead of searching for the last assigned owner, a better
(faster) approach is,to store the last assigned owner in an queue custom
field like Bj?rn suggested.

Search the last owner in the list and get the next one as the owner for
the new ticket.


Another, maybe more 'fair' way to assign the owner would be, to check,
how many active tickets each group member have and assign the new ticket
to the one, with the least tickets count.

Chris

Am 25.06.2010 06:39, schrieb Torsten Brumm:
> Hi,
> today i got a request from a department, they need the following Setup:
> 
> 1. Queue
> 2. 10 possible Ticket Owners
> 
> They like to have the ticket given to the owners automatically by a
> round robin mechanism. I have no idea at the moment how to do this. Any
> hints or ideas?
> 
> Thanks
> Torsten
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de
> 
> 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From NFOGGI at depaul.edu  Fri Jun 25 20:42:13 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Fri, 25 Jun 2010 19:42:13 -0500
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
References: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
	<AANLkTinX1lIN2dHWaDOqRnjqkaA7-381cZeNAGFbaiLn@mail.gmail.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8E1F@XVS01.dpu.depaul.edu>


I think i've tracked it down to:

commit  932a5a25a3520f42471e

for Users_Overlay.pm, when I back Users_Overlay back up to the version previous, no problems with a slow query, but whatever query this is building is the problem.  I'm going to try and dig into the code to see if I can tell where it goes wrong, but any ideas on where to start?  My guess is something around the "IncludeSystemRights" logic somewhere in WhoHaveRight or WhoHaveRoleRight?

Nicola

-----Original Message-----
From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov
Sent: Fri 6/25/2010 11:05 AM
To: Foggi, Nicola
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
 
Hello,

Do you use SQLForACLChecks option?
Where is EXPLAIN for this query?
Show indexes from Groups table.

On Fri, Jun 25, 2010 at 8:04 AM, Foggi, Nicola <NFOGGI at depaul.edu> wrote:
>
> hey everyone,
>
> after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this
> query:
>
> use rt3;
> SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType =
> 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance =
> '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type =
> 'AdminCc')? ORDER BY main.Name ASC;
> # Time: 100624 22:44:20
> # User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
> # Query_time: 13? Lock_time: 0? Rows_sent: 1? Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
> # Time: 100624 22:49:28
>
> when loading any ticket page.? I've verified the cachedgroupmembers3 index
> is in place:
>
> show index from CachedGroupMembers;
> ...
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 1 |
> MemberId????????? | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 2 |
> ImmediateParentId | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
>
>
> but still extremely slow... any ideas?? it's pretty bad...
>
> Nicola
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.

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From NFOGGI at depaul.edu  Fri Jun 25 23:55:09 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Fri, 25 Jun 2010 22:55:09 -0500
Subject: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
References: <1214B92276151C40B1DEBE7D142AD82F03CC8E07@XVS01.dpu.depaul.edu>
	<AANLkTinX1lIN2dHWaDOqRnjqkaA7-381cZeNAGFbaiLn@mail.gmail.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8E23@XVS01.dpu.depaul.edu>


Ruslan,

So I think I figured it out... the original EXPLAIN was showing it using Groups2 index.  I forced a query against the Groups1 index, and the results came back in under 1 second vs 11-15 seconds before.  I dropped the Groups2 index for the time being.  Maybe with all the re-writes around User_Overlay.pm the indexes were overlooked?  Do you know what the Groups2 index was created for?

Thoughts?  Current EXPLAIN without the Groups2 index is:

explain SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type = 'AdminCc')  ORDER BY main.Name ASC;
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-----------------------------+------+-----------------------------------------------------------+
| id | select_type | table                | type   | possible_keys                  | key        | key_len | ref                         | rows | Extra                                                     |
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-----------------------------+------+-----------------------------------------------------------+
|  1 | SIMPLE      | Groups_3             | range  | PRIMARY,Groups1                | Groups1    | 139     | NULL                        |    5 | Using where; Using index; Using temporary; Using filesort | 
|  1 | SIMPLE      | main                 | range  | PRIMARY                        | PRIMARY    | 4       | NULL                        |  317 | Using where                                               | 
|  1 | SIMPLE      | Principals_1         | eq_ref | PRIMARY                        | PRIMARY    | 4       | rt3.main.id                 |    1 | Using where; Distinct                                     | 
|  1 | SIMPLE      | CachedGroupMembers_2 | ref    | DisGrouMem,CachedGroupMembers3 | DisGrouMem | 10      | rt3.Groups_3.id,rt3.main.id |    1 | Using where; Using index; Distinct                        | 
+----+-------------+----------------------+--------+--------------------------------+------------+---------+-----------------------------+------+-----------------------------------------------------------+
4 rows in set (0.00 sec)


Nicola

-----Original Message-----
From: ruslan.zakirov at gmail.com on behalf of Ruslan Zakirov
Sent: Fri 6/25/2010 11:05 AM
To: Foggi, Nicola
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] slow mysql query after upgrade from 3.8.6 to 3.8.8
 
Hello,

Do you use SQLForACLChecks option?
Where is EXPLAIN for this query?
Show indexes from Groups table.

On Fri, Jun 25, 2010 at 8:04 AM, Foggi, Nicola <NFOGGI at depaul.edu> wrote:
>
> hey everyone,
>
> after upgrading from 3.8.6 to 3.8.8 we're getting a slow query on this
> query:
>
> use rt3;
> SELECT DISTINCT main.* FROM Users main 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 (Principals_1.id != '1') AND (Principals_1.PrincipalType =
> 'User') AND ((Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance =
> '3') OR (Groups_3.Domain = 'RT::System-Role')) AND (Groups_3.Type =
> 'AdminCc')? ORDER BY main.Name ASC;
> # Time: 100624 22:44:20
> # User at Host: rt_user[rt_user] @ rt.internal [10.12.10.72]
> # Query_time: 13? Lock_time: 0? Rows_sent: 1? Rows_examined: 0
> SELECT GET_LOCK('Apache-Session-dc95ab57bb8d19e23fa6fa70314e3c0e', 3600);
> # Time: 100624 22:49:28
>
> when loading any ticket page.? I've verified the cachedgroupmembers3 index
> is in place:
>
> show index from CachedGroupMembers;
> ...
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 1 |
> MemberId????????? | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
> | CachedGroupMembers |????????? 1 | CachedGroupMembers3 |??????????? 2 |
> ImmediateParentId | A???????? |?????? 36038 |???? NULL | NULL?? | YES? |
> BTREE????? | NULL??? |
>
>
> but still extremely slow... any ideas?? it's pretty bad...
>
> Nicola
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.

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From r.williams at lancs.ac.uk  Sat Jun 26 17:18:41 2010
From: r.williams at lancs.ac.uk (Robin Williams)
Date: Sat, 26 Jun 2010 22:18:41 +0100
Subject: [rt-users] Scrip - merge custom fields
Message-ID: <4C266EB1.30900@lancs.ac.uk>

Hi all,

I'm wondering if anyone has previously written a scrip to merge the 
custom fields of two or more tickets when tickets are merged?  I'm using 
"enter multiple values", but any of the multi-value custom field types 
would be a good start for me to modify.  I see there is an example of an 
'on merge' condition detailed here 
http://wiki.bestpractical.com/view/OnMerge which presumably I'd need to 
use to call the scrip, if I'm not mistaken?

Thanks for any pointers anyone can offer - if no one has already done 
it, I better start brushing up on my perl!
Robin.


From rainer at ultra-secure.de  Sat Jun 26 19:19:09 2010
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Sun, 27 Jun 2010 01:19:09 +0200
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
	<15210008378.20100625124038@case.edu>
	<alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>
Message-ID: <65FB4C5C-4D12-4DC5-9115-19CF237046B4@ultra-secure.de>


Am 25.06.2010 um 18:49 schrieb John Bartelt:

> On Fri, 25 Jun 2010, Daniel Farst wrote:
>>
>> In my Apache logs, I see two attempts to connect with my username  
>> and password in cleartext *shudders*
>
> Yes, I just spent several minutes chaning the passwords for the
> three accounts I had tested with.  I wonder if I can get my
> money back?
>



Seems so:
http://justanotheriphoneblog.com/wordpress/iphone-app-store/app-store-refund-how-i-got-mine


That said, as the developer found the time to essentially spam this  
list with his advert for the app, I'm sure nobody would complain if he  
addressed some of the concerns generated in the follow-ups to his  
original mail.

With regard to https - just search google for something like "iphone  
app ssl" and you realize why it does not support https...


Rather than port the app to Android (which version anyway), he should  
first fix the iPhone version.

As a first step, it would probably be easier to create a special  
stylesheet to create the "illusion" of an app.



Rainer


From mfuller at bandtel.com  Sat Jun 26 22:18:40 2010
From: mfuller at bandtel.com (Mark Fuller)
Date: Sat, 26 Jun 2010 22:18:40 -0400
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <65FB4C5C-4D12-4DC5-9115-19CF237046B4@ultra-secure.de>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
	<15210008378.20100625124038@case.edu>
	<alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>
	<65FB4C5C-4D12-4DC5-9115-19CF237046B4@ultra-secure.de>
Message-ID: <AANLkTikyFEZ3uR96HCHiLSHQIuddPXKKhIIoClSsuwc6@mail.gmail.com>

I use an android and have very little issue with RT that being said I would
love to see a mobile version of the web pages I have people who do not have
such awesome phones and need a more basic mobile capability. Has anyone
looked at making a mobile web for RT???
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From jmaderios at kpu.net  Sun Jun 27 21:12:00 2010
From: jmaderios at kpu.net (Jason Maderios)
Date: Sun, 27 Jun 2010 17:12:00 -0800
Subject: [rt-users] WARNING yum update CentOS 5.5 & RT 3.8.8
Message-ID: <60C3EAEC721A4DD689936BC2A2DCD5E7@Alienware>

All,

I recently performed a yum update and it broke RT.  

httpd Error log barked about MIME::Tools unable to load a version of File::Test

The real cause was an update to Scalar::Util

Fix:

Download Scalar::Util and perl Makefile.pl - make install ...

Jason Maderios
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From jesse at bestpractical.com  Sun Jun 27 22:15:25 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 27 Jun 2010 22:15:25 -0400
Subject: [rt-users] How to safely uninstall RTFM
In-Reply-To: <AANLkTikUpXFM-Yqs_7cEALREaexhY1Goanvz-KArG3Ik@mail.gmail.com>
References: <AANLkTikUpXFM-Yqs_7cEALREaexhY1Goanvz-KArG3Ik@mail.gmail.com>
Message-ID: <20100628021524.GG29991@bestpractical.com>




On Fri, Jun 25, 2010 at 10:49:52AM -0300, Fernanda Martins wrote:
> Hi,
> 
> I need to remove RTFM from RT. But I don't want to drop de FM's tables,
> cause I'm afraid that I may corrupt something.
> 
> Any sugestion? how to safely uninstall RTFM?

What version of RT are you using? In 3.8, you should be able to just change the Plugins list in your site config file.

> 
> Fernanda L. M. Martins

> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


-- 


From flmmartins at gmail.com  Sun Jun 27 22:19:10 2010
From: flmmartins at gmail.com (Fernanda Martins)
Date: Sun, 27 Jun 2010 23:19:10 -0300
Subject: [rt-users] How to safely uninstall RTFM
In-Reply-To: <20100628021524.GG29991@bestpractical.com>
References: <AANLkTikUpXFM-Yqs_7cEALREaexhY1Goanvz-KArG3Ik@mail.gmail.com>
	<20100628021524.GG29991@bestpractical.com>
Message-ID: <AANLkTinkBN8UCWOFGAGrDpFp7wWojftV5fr0HCk74XVD@mail.gmail.com>

I wanted to erase the data base safely without compromising anything.

I solved it when I truncate the base.

Tks for answering Jesse!

Fernanda L. M. Martins


2010/6/27 Jesse Vincent <jesse at bestpractical.com>

>
>
>
> On Fri, Jun 25, 2010 at 10:49:52AM -0300, Fernanda Martins wrote:
> > Hi,
> >
> > I need to remove RTFM from RT. But I don't want to drop de FM's tables,
> > cause I'm afraid that I may corrupt something.
> >
> > Any sugestion? how to safely uninstall RTFM?
>
> What version of RT are you using? In 3.8, you should be able to just change
> the Plugins list in your site config file.
>
> >
> > Fernanda L. M. Martins
>
> >
> > 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 danm at prime.gushi.org  Mon Jun 28 01:23:42 2010
From: danm at prime.gushi.org (Dan Mahoney, System Admin)
Date: Mon, 28 Jun 2010 01:23:42 -0400 (EDT)
Subject: [rt-users] Multiple doctypes/HTML Validation
Message-ID: <alpine.BSF.2.00.1006280118510.86586@prime.gushi.org>

So, for some reason, the HTML produced by RT doesn't seem to validate. 
When I looked at the source, I found two things:

<!DOCTYPE html
      PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN"
      "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd">
<!--
--><!DOCTYPE html
      PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN"
      "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd">

<html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head>
<title>RT at a glance</title>

(etc)

My HTML checker currently reports 51 errors, 4 warnings.

I'm using this one: http://users.skynet.be/mgueury/mozilla/

First, any idea why that doctype line's showing up twice?

Secondly, if the HTML doesn't validate, why bother setting strict, and not 
transitional?

This RT install goes way back and has been upgraded several times before I 
took it over, so that could be part of it.

-Dan

-- 


--------Dan Mahoney--------
Techie,  Sysadmin,  WebGeek
Gushi on efnet/undernet IRC
ICQ: 13735144   AIM: LarpGM
Site:  http://www.gushi.org
---------------------------



From elacour at easter-eggs.com  Mon Jun 28 03:31:12 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Mon, 28 Jun 2010 09:31:12 +0200
Subject: [rt-users] Multiple doctypes/HTML Validation
In-Reply-To: <alpine.BSF.2.00.1006280118510.86586@prime.gushi.org>
References: <alpine.BSF.2.00.1006280118510.86586@prime.gushi.org>
Message-ID: <20100628073112.GB3182@easter-eggs.com>

On Mon, Jun 28, 2010 at 01:23:42AM -0400, Dan Mahoney, System Admin wrote:
> So, for some reason, the HTML produced by RT doesn't seem to validate.  
> When I looked at the source, I found two things:
>
> <!DOCTYPE html
>      PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN"
>      "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd">
> <!--
> --><!DOCTYPE html
>      PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN"
>      "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd">
>
> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head>
> <title>RT at a glance</title>
>
> First, any idea why that doctype line's showing up twice?
>

http://issues.bestpractical.com/Ticket/Display.html?id=13810&user=guest&pass=guest



From wolfram.huettermann at desy.de  Mon Jun 28 06:05:13 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Mon, 28 Jun 2010 12:05:13 +0200
Subject: [rt-users] Limit users by a non-empty customfield
Message-ID: <4C2873D9.7060505@desy.de>

Hello,

I have got a user customfield called MyComment and I want to filter all 
users where this customfield is not empty. In my case,  it is of 
freefrom type. The function LimitToCustomField does not work properly if 
I use

$User->LimiToCostumField("FIELD" => "MyComment",
                           "OPERATOR" => "!=",
                            "VALUE" => "");

 
Has anybody got a hint?

Greetings,

Wolfram

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From ol at bofh.priv.at  Mon Jun 28 06:18:39 2010
From: ol at bofh.priv.at (Otmar Lendl)
Date: Mon, 28 Jun 2010 12:18:39 +0200
Subject: [rt-users] Avoiding multiple invocations of Scrips on Custom field
	changes
Message-ID: <4C2876FF.7090900@bofh.priv.at>

This has bitten us today:

Our application links some other database to RT tickets based on Custom
Field values. (IP addresses in RTIR tickets to be specific)

The way we implemented this is to trigger on any IP address custom field
change and perform a resync of the ticket to the external application. All
good and fine, but this really blows if a ticket has a *lot* of IP
addresses in equally many CFs. In that case, our linking scrip performs the
whole synchronization action not once, but once per IP address (as they are
added to the ticket via the RTIR filter).

I would rather want to avoid to make the linking scrip incremental (i.e.
make it just look at the added/removed IP-address), as this would make it
more complex and error-prone.

So: is there a way to bunch all these individual transactions that add
single CFs and trigger a script when they are all done?

thanks for any help,

otmar
-- 
-=-  Otmar Lendl  --  ol at bofh.priv.at  --  http://lendl.priv.at/  -=-


From mike.peachey at jennic.com  Mon Jun 28 08:10:22 2010
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 28 Jun 2010 13:10:22 +0100
Subject: [rt-users] RT::Authen::ExternalAuth - Update LDAP information
In-Reply-To: <20100625144713.GN23529@aart.is.rice.edu>
References: <4C24BE2A.2080407@zu-con.org>
	<20100625144713.GN23529@aart.is.rice.edu>
Message-ID: <4C28912E.4030806@jennic.com>

Kenneth Marshall wrote:
> On Fri, Jun 25, 2010 at 04:33:14PM +0200, Matthias Rieber wrote:


>> Is it possible to refresh the information that has been pulled from LDAP? 
>> For instance if employees move to another department or get a new phone 
>> number?

The information should be updated automatically each time the user logs
in. This includes, for example, whether the user is disabled or not;
when you set the user as disabled in your external source, it is only
applied at next login as the user information is checked and updated and
then login is blocked if the user is then considered disabled in RT.
-- 
Kind Regards,

__________________________________________________

Mike Peachey, IT Systems Administrator
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 jesper at catnet.dk  Mon Jun 28 09:58:50 2010
From: jesper at catnet.dk (Jesper Henriksen)
Date: Mon, 28 Jun 2010 15:58:50 +0200
Subject: [rt-users] Reports based on duration between open
	and	update/closed
In-Reply-To: <20100324134336.GA20435@tiger.catnet.dk>
References: <20100324134336.GA20435@tiger.catnet.dk>
Message-ID: <20100628135850.GA7319@leopard.catnet.dk>

On Wed, Mar 24, 2010 at 02:43:36PM +0100, Jesper Henriksen wrote:
> Is there a way to get reports on how much time a ticket has been open?
> For example we would like to see the average time it takes from when a
> customer reports a problem till we have closed the ticket. Bear in mind
> that if the ticket is closed and then re-opened, the duration in which
> it was closed should not be counted.

In case someone else needs an answer to this question, here's some SQL I
came up with after lots of persistent poking around in the database :)
It's probably not perfect, but it's a good start!

If someone can explain how I can show these status timers on RT's search
result page, and perhaps even in graphs, I would be very grateful.

select
    TicketId,
    Subject,
    Status,
    sum(TimeInThisState) as TotalTimeInThisState
from
(
    select
        tr1.ObjectId as TicketId,
        ticket.Subject,
        IF(tr1.Type='Create','new',tr1.NewValue) as Status,
-- Two ways of having the timer show. Uncomment the one you want:
-- Option 1: NULL means "still in this state"
--      unix_timestamp(tr2.Created)-unix_timestamp(tr1.Created) as TimeInThisState
-- Option 2: The clock keeps counting
        unix_timestamp(IF(tr2.Created IS NULL,NOW(),tr2.Created))-unix_timestamp(tr1.Created) as TimeInThisState
    from
        Tickets as ticket,
        Transactions as tr1
    left join Transactions as tr2 on
            tr1.ObjectId=tr2.ObjectId
            and tr1.ObjectType=tr2.ObjectType
            and tr2.id>tr1.id
            and case tr1.Type
                when 'Create' then 'new'
                else tr1.NewValue
            end=tr2.OldValue
    where
        tr1.ObjectType='RT::Ticket'
        and tr1.ObjectId=ticket.EffectiveId
        and tr1.Type in ('Create','Status')
    group by
        tr1.id
    order by
        tr1.id
) as TicketStatusOverview
group by
    TicketId,Status
order by
    TicketId,Status

-- 
Jesper Henriksen



From jtollerton at zoominternet.net  Mon Jun 28 10:06:50 2010
From: jtollerton at zoominternet.net (Jon Tollerton)
Date: Mon, 28 Jun 2010 10:06:50 -0400
Subject: [rt-users] RT::Authen::ExternalAuth and new unprivileged user
	creation
Message-ID: <4C28AC7A.3040105@zoominternet.net>

I recently upgraded from RT 3.8.1 to 3.8.8, authenticating against an 
OpenLDAP server.  I've seen a few posts indicating that the creation of 
new users doesn't work when using RT::Authen::ExternalAuth, with the 
workaround being to disable that plugin, create the user, and then 
enable the plugin again.  However, I'm seeing that problem with the 
creation of unprivileged users as well.  I need to be able to accept 
tickets via email from currently unknown users.  Do I have a 
configuration problem, or is RT::Authen::ExternalAuth no longer 
compatible with accepting tickets via email.

Thanks,
-Jon


From bartelt at slac.stanford.edu  Mon Jun 28 12:26:49 2010
From: bartelt at slac.stanford.edu (John Bartelt)
Date: Mon, 28 Jun 2010 09:26:49 -0700 (PDT)
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <65FB4C5C-4D12-4DC5-9115-19CF237046B4@ultra-secure.de>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
	<15210008378.20100625124038@case.edu>
	<alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>
	<65FB4C5C-4D12-4DC5-9115-19CF237046B4@ultra-secure.de>
Message-ID: <alpine.LRH.1.10.1006280920130.28219@gamera.slac.stanford.edu>

On Sun, 27 Jun 2010, Rainer Duffner wrote:
...
> With regard to https - just search google for something like "iphone app ssl" 
> and you realize why it does not support https...

I only see reports of problems with self-signed certs.
We have a "real" certificate.

> Rather than port the app to Android (which version anyway), he should first 
> fix the iPhone version.
> As a first step, it would probably be easier to create a special stylesheet 
> to create the "illusion" of an app.

Yes, my first thought was that a mobile stylesheet might make
it easier to use RT on a mobile device.  It could be done on
the server side, rather than the client (but then it's not an
app you can sell).

John

+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=
John Bartelt                             bartelt at SLAC.Stanford.edu
SLAC National Accelerator Laboratory 
MS 97
2575 Sand Hill Road
Menlo Park, CA 94025                     office: SCCS room 331


From Adam.Brown at fidessa.com  Mon Jun 28 13:21:47 2010
From: Adam.Brown at fidessa.com (Adam Brown)
Date: Mon, 28 Jun 2010 13:21:47 -0400
Subject: [rt-users] pulling AT custom fields into ticket custom fields
Message-ID: <985C1C6687BD9741A77436E475BA30D7064E04@usny17s-mail1.us.fidessa.priv>

I currently have it set up where I have a ticket custom field set up
with all the assets in AT. When creating a ticket it makes the link to
the asset based on the custom field.

 

I want to set it up now where when a user picks the asset in the CF for
the ticket, a number of custom fields in the ticket will be populated
based on the custom field values from the asset. This way I can query a
ticket using any spec from the asset

 

I think I can write the scrip but I can't figure out how to extract the
custom field value for a given field on  given asset. I can't seem to
find the sub routine in any of the RTx lib files.

 

Any suggestions?

 

Adam

 

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From falcone at bestpractical.com  Mon Jun 28 13:25:04 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 13:25:04 -0400
Subject: [rt-users] Taking a ticket.
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0B1D22D1@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B1D22D1@imcmail2.imcwi.com>
Message-ID: <20100628172502.GA848@jibsheet.com>

On Thu, Jun 24, 2010 at 02:28:23PM -0500, Mark Jenks wrote:
>    I have a new queue that I am setting up, and all of the users are currently setup for AdminCC.
> 
> 
> 
>    They get a copy of the original email (New ticket created), but when one of them goes in and
>    "Takes" a ticket, how can I set it so no one else gets a copy of the emails anymore, just the
>    requestor and taker.
> 
> 
> 
>    I see that you can set permissions on owner, which is great.   But what do I set for Watcher
>    so they get an email notification of a new ticket?

You need to write a custom Condition, something like:
On Correspond if the owner is Nobody
and slap that in place of the On Correspond part of On Correspond
Notify AdminCcs.  This has come up on the list recently, but I don't
know if anyone has posted working code.

-kevin
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From falcone at bestpractical.com  Mon Jun 28 13:26:28 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 13:26:28 -0400
Subject: [rt-users] Version Control for ticket objects
In-Reply-To: <AANLkTinzcp_UpOQgX80Sd-OcstaorXYpQ8YNclIyYXRA@mail.gmail.com>
References: <AANLkTinzcp_UpOQgX80Sd-OcstaorXYpQ8YNclIyYXRA@mail.gmail.com>
Message-ID: <20100628172628.GB848@jibsheet.com>

On Thu, Jun 24, 2010 at 12:42:14PM -0700, Kenneth Crocker wrote:
>    I went to the RT Training in San Francisco last year and I thought I heard Jesse mention that
>    the 3.8.x version had "subversion" built-into it, or at least set up so it could be used.
> 
>    The reason I ask is because I want to set up a Ticket Custom Field to contain the ID of a
>    program that needs to be modified and then initiate some version control to "check out" when
>    the ticket is opened and "check in" when resolved. Did I hear wrong or is this possible?

Kenn

I suspect Jesse was referring to this
http://search.cpan.org/dist/RT-Integration-SVN/
but I honestly can't make out enough of what you're trying to
accomplish to provide commentary.  You could certainly run the svn
commandline from within a scrip action if needed.

-kevin
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From todd at chaka.net  Mon Jun 28 13:27:36 2010
From: todd at chaka.net (Todd Chapman)
Date: Mon, 28 Jun 2010 13:27:36 -0400
Subject: [rt-users] pulling AT custom fields into ticket custom fields
In-Reply-To: <985C1C6687BD9741A77436E475BA30D7064E04@usny17s-mail1.us.fidessa.priv>
References: <985C1C6687BD9741A77436E475BA30D7064E04@usny17s-mail1.us.fidessa.priv>
Message-ID: <AANLkTimUsKk2WyJvElM2bngljArbPQKgMrHigpiLw6jJ@mail.gmail.com>

Asset Tracker uses RT's custom field libraries, so that's where to
look for the appropriate methods.

On Mon, Jun 28, 2010 at 1:21 PM, Adam Brown <Adam.Brown at fidessa.com> wrote:
> I currently have it set up where I have a ticket custom field set up with
> all the assets in AT. When creating a ticket it?makes the link to the asset
> based on the custom field.
>
>
>
> I want to set it up now where when a user picks the asset in the CF for the
> ticket, a number of custom fields in the ticket will be populated based on
> the custom field values from the asset. This way I can query a ticket using
> any spec from the asset
>
>
>
> I think I can write the scrip but I can't figure out how to extract the
> custom field value for a given field on? given asset. I can't seem to find
> the sub routine in any of the RTx lib files.
>
>
>
> Any suggestions?
>
>
>
> Adam
>
>
>
> ******************************************************************
> This message is intended only for the stated addressee(s) and
> may be confidential. Access to this email by anyone else is
> unauthorised. Any opinions expressed in this email do not
> necessarily reflect the opinions of Fidessa. Any unauthorised
> disclosure, use or dissemination, either whole or in part is
> prohibited. If you are not the intended recipient of this message,
> please notify the sender immediately.
> ******************************************************************
>
>
> 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  Mon Jun 28 13:31:33 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 13:31:33 -0400
Subject: [rt-users] GnuPG Interface Mouse and Moose - Missing
 dependencies
In-Reply-To: <1723122404.148.1277481728330.JavaMail.javamailuser@localhost>
References: <2099139470.116.1277481214815.JavaMail.javamailuser@localhost>
	<1723122404.148.1277481728330.JavaMail.javamailuser@localhost>
Message-ID: <20100628173133.GC848@jibsheet.com>

On Fri, Jun 25, 2010 at 09:02:08AM -0700, Mark Street wrote:
>    Hi,
> 
>    I broke rt 3.8.8 after updating my Centos 5 box with yum...it upgraded perl.  I knew it was
>    going to be a problem right after I did it....
> 
>    I ran make testdeps in my rt3 source directory and used CPAN to update all of the missing
>    modules... all but 1, the GnuPG::Interface module is not behaving.
> 
>    SOME DEPENDENCIES WERE MISSING.
>    GPG missing dependencies:
>            GnuPG::Interface ...MISSING
>                    Undefined subroutine &Mouse::Util::get_metaclass_by_name called at
>    /usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103.
>    make: *** [testdeps] Error 1
> 
>    I installed GnuPG 0.4.2 through cpan and manually installed it so I know it is installed.  I
>    did the same thing for Mouse and Any::Moose.
> 
>    I have seen 1 other similar instance of this on a search of gossamer threads forums from June
>    21st... so I am not alone.

Without knowing your actual Mouse and Any::Moose versions it is rather
hard to comment.  It is also worth checking to make sure that CPAN
installed the perl modules where you think it installed them

-kevin
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From Adam.Brown at fidessa.com  Mon Jun 28 13:33:19 2010
From: Adam.Brown at fidessa.com (Adam Brown)
Date: Mon, 28 Jun 2010 13:33:19 -0400
Subject: [rt-users] pulling AT custom fields into ticket custom fields
In-Reply-To: <AANLkTimUsKk2WyJvElM2bngljArbPQKgMrHigpiLw6jJ@mail.gmail.com>
References: <985C1C6687BD9741A77436E475BA30D7064E04@usny17s-mail1.us.fidessa.priv>
	<AANLkTimUsKk2WyJvElM2bngljArbPQKgMrHigpiLw6jJ@mail.gmail.com>
Message-ID: <985C1C6687BD9741A77436E475BA30D7064E06@usny17s-mail1.us.fidessa.priv>

All scripts and html files that I have seen seem to call the libraries from the RTx directories.
Ie. RTx::AssetTracker::Assets->new($RT::SystemUser);

Are Asset.pm and Record.pm in ../lib/RTx/AssetTracker/ the place to be looking or somewhere else?

Thanks
Adam

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Monday, June 28, 2010 1:28 PM
To: Adam Brown
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] pulling AT custom fields into ticket custom fields

Asset Tracker uses RT's custom field libraries, so that's where to
look for the appropriate methods.

On Mon, Jun 28, 2010 at 1:21 PM, Adam Brown <Adam.Brown at fidessa.com> wrote:
> I currently have it set up where I have a ticket custom field set up with
> all the assets in AT. When creating a ticket it?makes the link to the asset
> based on the custom field.
>
>
>
> I want to set it up now where when a user picks the asset in the CF for the
> ticket, a number of custom fields in the ticket will be populated based on
> the custom field values from the asset. This way I can query a ticket using
> any spec from the asset
>
>
>
> I think I can write the scrip but I can't figure out how to extract the
> custom field value for a given field on? given asset. I can't seem to find
> the sub routine in any of the RTx lib files.
>
>
>
> Any suggestions?
>
>
>
> Adam
>
>
>
> ******************************************************************
> This message is intended only for the stated addressee(s) and
> may be confidential. Access to this email by anyone else is
> unauthorised. Any opinions expressed in this email do not
> necessarily reflect the opinions of Fidessa. Any unauthorised
> disclosure, use or dissemination, either whole or in part is
> prohibited. If you are not the intended recipient of this message,
> please notify the sender immediately.
> ******************************************************************
>
>
> 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  Mon Jun 28 13:37:25 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 13:37:25 -0400
Subject: [rt-users] Limit users by a non-empty customfield
In-Reply-To: <4C2873D9.7060505@desy.de>
References: <4C2873D9.7060505@desy.de>
Message-ID: <20100628173724.GD848@jibsheet.com>

On Mon, Jun 28, 2010 at 12:05:13PM +0200, Wolfram Huettermann wrote:
>    Hello,
> 
>    I have got a user customfield called  MyComment and I want to filter all users where this
>    customfield is not empty. In my case,  it is of freefrom type. The function LimitToCustomField
>    does not work properly if I use
> 
>    $User->LimiToCostumField("FIELD" => "MyComment",
>                               "OPERATOR" => "!=",
>                                "VALUE" => "");

I assume you meant LimitCustomField, and that doesn't take a FIELD
argument

-kevin
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From falcone at bestpractical.com  Mon Jun 28 13:38:58 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 13:38:58 -0400
Subject: [rt-users] RT::Authen::ExternalAuth - Update LDAP information
In-Reply-To: <4C28912E.4030806@jennic.com>
References: <4C24BE2A.2080407@zu-con.org>
	<20100625144713.GN23529@aart.is.rice.edu>
	<4C28912E.4030806@jennic.com>
Message-ID: <20100628173858.GE848@jibsheet.com>

On Mon, Jun 28, 2010 at 01:10:22PM +0100, Mike Peachey wrote:
> Kenneth Marshall wrote:
> > On Fri, Jun 25, 2010 at 04:33:14PM +0200, Matthias Rieber wrote:
> 
> 
> >> Is it possible to refresh the information that has been pulled from LDAP? 
> >> For instance if employees move to another department or get a new phone 
> >> number?
> 
> The information should be updated automatically each time the user logs
> in. This includes, for example, whether the user is disabled or not;
> when you set the user as disabled in your external source, it is only
> applied at next login as the user information is checked and updated and
> then login is blocked if the user is then considered disabled in RT.

If you want more periodic user information updates, you need to use
the LDAPImport extension

-kevin
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From falcone at bestpractical.com  Mon Jun 28 13:40:50 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 13:40:50 -0400
Subject: [rt-users] RT::Authen::ExternalAuth and new unprivileged user
 creation
In-Reply-To: <4C28AC7A.3040105@zoominternet.net>
References: <4C28AC7A.3040105@zoominternet.net>
Message-ID: <20100628174050.GF848@jibsheet.com>

On Mon, Jun 28, 2010 at 10:06:50AM -0400, Jon Tollerton wrote:
> I recently upgraded from RT 3.8.1 to 3.8.8, authenticating against
> an OpenLDAP server.  I've seen a few posts indicating that the
> creation of new users doesn't work when using
> RT::Authen::ExternalAuth, with the workaround being to disable that
> plugin, create the user, and then enable the plugin again.  However,
> I'm seeing that problem with the creation of unprivileged users as
> well.  I need to be able to accept tickets via email from currently
> unknown users.  Do I have a configuration problem, or is
> RT::Authen::ExternalAuth no longer compatible with accepting tickets
> via email.

RT::Authen::ExternalAuth works fine when accepting tickets with email.
If you want to create users who do not exist in your AD tree you must
change the default AutoCreateNonExternalUsers.

-kevin
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From bevan.agard at gmail.com  Mon Jun 28 13:45:44 2010
From: bevan.agard at gmail.com (Bevan Agard)
Date: Mon, 28 Jun 2010 13:45:44 -0400
Subject: [rt-users] RT3.8.8 causes Apache to crash
Message-ID: <AANLkTimsEXJWEdrCdu9d3gCivJbMxY6G9ZUVRqMKldUx@mail.gmail.com>

Guys
   I seem to be having a problem with RT 3.8.8. where it crashes apache.  I
am
   using a fresh install of RT 3.8.8 on a newly built OpenSuse 11.2 box,
   running Apache/2.2.13, MySQL 5.1.36.  The web server was running fine and
   still runs find as long as I don't include the apache config file for RT.
   Has anyone seen anything like this or can shed some light on it would be
   greatly appreciated.
   Long time user of RT, want to keep on using it.



Trust that all thing would work out for the good.
Keep standing. Keep believing. Keep hoping. Keep moving forward.

Advertise Your goods and services for free on Trin e-Ads
http://www.trin-e-ads.com
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From william.graboyes at theportalgrp.com  Mon Jun 28 13:48:18 2010
From: william.graboyes at theportalgrp.com (William Graboyes)
Date: Mon, 28 Jun 2010 10:48:18 -0700
Subject: [rt-users] RT3.8.8 causes Apache to crash
In-Reply-To: <AANLkTimsEXJWEdrCdu9d3gCivJbMxY6G9ZUVRqMKldUx@mail.gmail.com>
References: <AANLkTimsEXJWEdrCdu9d3gCivJbMxY6G9ZUVRqMKldUx@mail.gmail.com>
Message-ID: <AANLkTimHZGaD2TD99vs3Q-X-8dEMeUEx8UbQ1Jz2hoUi@mail.gmail.com>

Hi Bevan,

Have you checked the apache log files for errors?

That would greatly assist people trying to assist you.

Thanks,
Bill

On Mon, Jun 28, 2010 at 10:45, Bevan Agard <bevan.agard at gmail.com> wrote:

> Guys
>    I seem to be having a problem with RT 3.8.8. where it crashes apache.  I
> am
>    using a fresh install of RT 3.8.8 on a newly built OpenSuse 11.2 box,
>    running Apache/2.2.13, MySQL 5.1.36.  The web server was running fine
> and
>    still runs find as long as I don't include the apache config file for
> RT.
>    Has anyone seen anything like this or can shed some light on it would be
>    greatly appreciated.
>    Long time user of RT, want to keep on using it.
>
>
>
> Trust that all thing would work out for the good.
> Keep standing. Keep believing. Keep hoping. Keep moving forward.
>
> Advertise Your goods and services for free on Trin e-Ads
> http://www.trin-e-ads.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  Mon Jun 28 14:18:28 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 28 Jun 2010 11:18:28 -0700
Subject: [rt-users] Version Control for ticket objects
In-Reply-To: <20100628172628.GB848@jibsheet.com>
References: <AANLkTinzcp_UpOQgX80Sd-OcstaorXYpQ8YNclIyYXRA@mail.gmail.com>
	<20100628172628.GB848@jibsheet.com>
Message-ID: <AANLkTilKrAu_TlfhpP3qmo8dRu5v025eyE_tNp_7Mh9X@mail.gmail.com>

Kevin,

Thanks. I'll look at that.

What I was thinking about doing was to have a Custom Field (let's call it
"Program Id") that would contain the name of an object in a version control
library and then have a URL for that CF that contains a shell that would
evaluate the transaction type and CF value. In that evaluation it would
either check out the object from the VC library (specified in the shell) and
put it in a workarea. If it was a resolve, it would check it back in. Of
course, this is just a preliminary idea. I have to flesh out the logistics,
but I think it would work.

Kenn
LBNL


On Mon, Jun 28, 2010 at 10:26 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Thu, Jun 24, 2010 at 12:42:14PM -0700, Kenneth Crocker wrote:
> >    I went to the RT Training in San Francisco last year and I thought I
> heard Jesse mention that
> >    the 3.8.x version had "subversion" built-into it, or at least set up
> so it could be used.
> >
> >    The reason I ask is because I want to set up a Ticket Custom Field to
> contain the ID of a
> >    program that needs to be modified and then initiate some version
> control to "check out" when
> >    the ticket is opened and "check in" when resolved. Did I hear wrong or
> is this possible?
>
> Kenn
>
> I suspect Jesse was referring to this
> http://search.cpan.org/dist/RT-Integration-SVN/
> but I honestly can't make out enough of what you're trying to
> accomplish to provide commentary.  You could certainly run the svn
> commandline from within a scrip action if needed.
>
> -kevin
>
>
> 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  Mon Jun 28 14:23:42 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 28 Jun 2010 11:23:42 -0700
Subject: [rt-users] Taking a ticket.
In-Reply-To: <20100628172502.GA848@jibsheet.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B1D22D1@imcmail2.imcwi.com>
	<20100628172502.GA848@jibsheet.com>
Message-ID: <AANLkTil9ShhDQ2JPU99UFLmqE991q7r0eZdZMJbXsk9m@mail.gmail.com>

Mark,

We don't have a lot of GLOBAL notifications. We have over 157 Queues and
most don't want alot of email going to the AdminCc. So what we did was to
create those kind of notifications at the Queue level so everyone gets a
limited basic set of email notifications that ALL want and then each Queue
has a list of the extra ones they want.

So you might want to trim down all thos GLobal Notifications and put some of
them at the Queue level. Works for us.

Hope this helps.

Kenn
LBNL


On Mon, Jun 28, 2010 at 10:25 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Thu, Jun 24, 2010 at 02:28:23PM -0500, Mark Jenks wrote:
> >    I have a new queue that I am setting up, and all of the users are
> currently setup for AdminCC.
> >
> >
> >
> >    They get a copy of the original email (New ticket created), but when
> one of them goes in and
> >    "Takes" a ticket, how can I set it so no one else gets a copy of the
> emails anymore, just the
> >    requestor and taker.
> >
> >
> >
> >    I see that you can set permissions on owner, which is great.   But
> what do I set for Watcher
> >    so they get an email notification of a new ticket?
>
> You need to write a custom Condition, something like:
> On Correspond if the owner is Nobody
> and slap that in place of the On Correspond part of On Correspond
> Notify AdminCcs.  This has come up on the list recently, but I don't
> know if anyone has posted working code.
>
> -kevin
>
>
> 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 falcone at bestpractical.com  Mon Jun 28 14:26:10 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 14:26:10 -0400
Subject: [rt-users] Version Control for ticket objects
In-Reply-To: <AANLkTilKrAu_TlfhpP3qmo8dRu5v025eyE_tNp_7Mh9X@mail.gmail.com>
References: <AANLkTinzcp_UpOQgX80Sd-OcstaorXYpQ8YNclIyYXRA@mail.gmail.com>
	<20100628172628.GB848@jibsheet.com>
	<AANLkTilKrAu_TlfhpP3qmo8dRu5v025eyE_tNp_7Mh9X@mail.gmail.com>
Message-ID: <20100628182610.GG848@jibsheet.com>

On Mon, Jun 28, 2010 at 11:18:28AM -0700, Kenneth Crocker wrote:
>    What I was thinking about doing was to have a Custom Field (let's call it "Program Id") that
>    would contain the name of an object in a version control library and then have a URL for that
>    CF that contains a shell that would evaluate the transaction type and CF value. In that
>    evaluation it would either check out the object from the VC library (specified in the shell)
>    and put it in a workarea. If it was a resolve, it would check it back in. Of course, this is
>    just a preliminary idea. I have to flesh out the logistics, but I think it would work.

That certainly sounds like something you could script, assuming it can
be done by the RT webuser, but it doesn't have anything to do with the
RT-Integration-SVN module

-kevin
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From kfcrocker at lbl.gov  Mon Jun 28 15:05:19 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 28 Jun 2010 12:05:19 -0700
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <20100525190439.GB595@jibsheet.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
	<AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>
	<20100525190439.GB595@jibsheet.com>
Message-ID: <AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com>

Kevin,

Sorry it took so long for me to reply on this. I have a Custom Field named
"QA Approver" and it has a Category that is linked to another CF named
"ITBS-Dev-Group". A snap shot is below:




When looking at the CF in a ticket, there is no category drop-down to
shorten the display list:



and:



How do I get the ticket display to act like it did for 3.6.4 for categories?

P.S. If these screen shots don't display, I've put them in a Word Doc and
attached them

Thanks.

Kenn
LBNL


On Tue, May 25, 2010 at 12:04 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Tue, May 18, 2010 at 12:06:30PM -0700, Kenneth Crocker wrote:
> >
> >    Upon further testing, I've discovered that the Category of a Custom
> Field only disappears from
> >    the Update Ticket screen when that Category is linked to another CF.
> When I remove the link,
> >    the Category shows up again. Is this normal? What is the reasoning for
> this?
>
> You really need to provide small screenshots and a reproduction method
> for this, it sounds like you've misconfigured this new feature.
>
> -kevin
>
>
> 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  Mon Jun 28 15:12:41 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 28 Jun 2010 12:12:41 -0700
Subject: [rt-users] Version Control for ticket objects
In-Reply-To: <20100628182610.GG848@jibsheet.com>
References: <AANLkTinzcp_UpOQgX80Sd-OcstaorXYpQ8YNclIyYXRA@mail.gmail.com>
	<20100628172628.GB848@jibsheet.com>
	<AANLkTilKrAu_TlfhpP3qmo8dRu5v025eyE_tNp_7Mh9X@mail.gmail.com>
	<20100628182610.GG848@jibsheet.com>
Message-ID: <AANLkTiltW4AE_tv5ce-dHrnbXYv69XTSilx_a3w0zXIa@mail.gmail.com>

Kevin,

Yea. I'm gonna look at that link you sent me first. It certainly might save
me a bunch of time.

Thanks.

Kenn

On Mon, Jun 28, 2010 at 11:26 AM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Mon, Jun 28, 2010 at 11:18:28AM -0700, Kenneth Crocker wrote:
> >    What I was thinking about doing was to have a Custom Field (let's call
> it "Program Id") that
> >    would contain the name of an object in a version control library and
> then have a URL for that
> >    CF that contains a shell that would evaluate the transaction type and
> CF value. In that
> >    evaluation it would either check out the object from the VC library
> (specified in the shell)
> >    and put it in a workarea. If it was a resolve, it would check it back
> in. Of course, this is
> >    just a preliminary idea. I have to flesh out the logistics, but I
> think it would work.
>
> That certainly sounds like something you could script, assuming it can
> be done by the RT webuser, but it doesn't have anything to do with the
> RT-Integration-SVN module
>
> -kevin
>
>
> 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 falcone at bestpractical.com  Mon Jun 28 15:23:44 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 15:23:44 -0400
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
	<AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>
	<20100525190439.GB595@jibsheet.com>
	<AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com>
Message-ID: <20100628192344.GH848@jibsheet.com>

On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote:
>    Sorry it took so long for me to reply on this. I have a Custom Field named "QA Approver" and
>    it has a Category that is linked to another CF named "ITBS-Dev-Group". A snap shot is below:

What happens when you apply ITBS-Dev-Group to the same queue where
you're trying to use QA Approver?

-kevin
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From kfcrocker at lbl.gov  Mon Jun 28 15:41:35 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 28 Jun 2010 12:41:35 -0700
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <20100628192344.GH848@jibsheet.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
	<AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>
	<20100525190439.GB595@jibsheet.com>
	<AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com>
	<20100628192344.GH848@jibsheet.com>
Message-ID: <AANLkTimAxRYbtHR4al-hSJ6B1z3doC3W-u5xeUOO3Int@mail.gmail.com>

Kevin,

Kinda wierd. If I apply the CF "ITBS-Dev-Group" to the Queue AND I had
modified the CF to have that CF as a linked category, the display shows the
CF "ITBS-Dev-Froup" as a separate CF to be selected. However, if I apply the
CF "ITBS-Dev-Group" and do NOT link that CF as the category with any other
CF, then the display acts like it did in 3.6.4, which I think is the correct
display. IT shows as a drop-down right above each CF that applied to that
Queue. I would think that if I checked the link box to link one CF to
another as a category, it would show it each time right above the CF that
has a category. Instead, it is the other way around. I have to "uncheck" the
link box to get it right.

Kenn
LBNL

On Mon, Jun 28, 2010 at 12:23 PM, Kevin Falcone
<falcone at bestpractical.com>wrote:

> On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote:
> >    Sorry it took so long for me to reply on this. I have a Custom Field
> named "QA Approver" and
> >    it has a Category that is linked to another CF named "ITBS-Dev-Group".
> A snap shot is below:
>
> What happens when you apply ITBS-Dev-Group to the same queue where
> you're trying to use QA Approver?
>
> -kevin
>
>
> 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 falcone at bestpractical.com  Mon Jun 28 16:01:07 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 16:01:07 -0400
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <AANLkTimAxRYbtHR4al-hSJ6B1z3doC3W-u5xeUOO3Int@mail.gmail.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
	<AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>
	<20100525190439.GB595@jibsheet.com>
	<AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com>
	<20100628192344.GH848@jibsheet.com>
	<AANLkTimAxRYbtHR4al-hSJ6B1z3doC3W-u5xeUOO3Int@mail.gmail.com>
Message-ID: <20100628200107.GI848@jibsheet.com>

On Mon, Jun 28, 2010 at 12:41:35PM -0700, Kenneth Crocker wrote:
>    Kinda wierd. If I apply the CF "ITBS-Dev-Group" to the Queue AND I had modified the CF to have
>    that CF as a linked category, the display shows the CF "ITBS-Dev-Froup" as a separate CF to be
>    selected. 

Yes, and when you select a value from ITBS-Dev-Group it will load the proper
set of values into QA Approver.

This is the way this UI works in 3.8

You do not want the 3.6 behavior, it was broken in an incredible
number of ways.

-kevin

>    However, if I apply the CF "ITBS-Dev-Group" and do NOT link that CF as the category
>    with any other CF, then the display acts like it did in 3.6.4, which I think is the correct
>    display. IT shows as a drop-down right above each CF that applied to that Queue. I would think
>    that if I checked the link box to link one CF to another as a category, it would show it each
>    time right above the CF that has a category. Instead, it is the other way around. I have to
>    "uncheck" the link box to get it right.
> 
>    Kenn
>    LBNL
> 
>    On Mon, Jun 28, 2010 at 12:23 PM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote:
>      > Sorry it took so long for me to reply on this. I have a Custom Field named "QA Approver"
>      and
>      > it has a Category that is linked to another CF named "ITBS-Dev-Group". A snap shot is
>      below:
> 
>      What happens when you apply ITBS-Dev-Group to the same queue where
>      you're trying to use QA Approver?
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From change+lists.rt at nightwind.net  Mon Jun 28 16:21:21 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 28 Jun 2010 13:21:21 -0700
Subject: [rt-users] Multiple actions from rt-crontool
Message-ID: <1277756481.20146.1382318005@webmail.messagingengine.com>

I thought I had this working, but on further testing it appears that
rt-crontool is only performing the last action argument passed to it.
This is what I'm trying to do:
rt-crontool --search RT::Search::FromSQL --search-arg "Status =
'stalled' AND Starts < 'tomorrow' AND Starts > 'NULL' " --action
RT::Action::SetStatus --action-arg "open" --action
RT::Action::RecordComment --template 'Started Ticket'

With that command, a comment is recorded, but the ticket state is not
changed to open.  If I swap the setstatus and recordcomment actions
around, then the status is changed, but the comment is not recorded.

Is it just not possible to have rt-crontool perform two actions on the
same search?


From kfcrocker at lbl.gov  Mon Jun 28 16:22:22 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 28 Jun 2010 13:22:22 -0700
Subject: [rt-users] Category no longer shows in ticket
In-Reply-To: <20100628200107.GI848@jibsheet.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com>
	<AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com>
	<20100525190439.GB595@jibsheet.com>
	<AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com>
	<20100628192344.GH848@jibsheet.com>
	<AANLkTimAxRYbtHR4al-hSJ6B1z3doC3W-u5xeUOO3Int@mail.gmail.com>
	<20100628200107.GI848@jibsheet.com>
Message-ID: <AANLkTimwAU10adoVsRs_DqvWof9M0-lBj5khm98O21oV@mail.gmail.com>

Kevin,

Yes, I see now. I use this Category(value) for 3 different Custom FIelds. If
I link them and then apply it, the user only has to select their category
once and then it's set for all the CF's that use it. Kool. That saves a few
selection entries and therefore time.

Thanks.

Kenn
LBNL

On Mon, Jun 28, 2010 at 1:01 PM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Mon, Jun 28, 2010 at 12:41:35PM -0700, Kenneth Crocker wrote:
> >    Kinda wierd. If I apply the CF "ITBS-Dev-Group" to the Queue AND I had
> modified the CF to have
> >    that CF as a linked category, the display shows the CF
> "ITBS-Dev-Froup" as a separate CF to be
> >    selected.
>
> Yes, and when you select a value from ITBS-Dev-Group it will load the
> proper
> set of values into QA Approver.
>
> This is the way this UI works in 3.8
>
> You do not want the 3.6 behavior, it was broken in an incredible
> number of ways.
>
> -kevin
>
> >    However, if I apply the CF "ITBS-Dev-Group" and do NOT link that CF as
> the category
> >    with any other CF, then the display acts like it did in 3.6.4, which I
> think is the correct
> >    display. IT shows as a drop-down right above each CF that applied to
> that Queue. I would think
> >    that if I checked the link box to link one CF to another as a
> category, it would show it each
> >    time right above the CF that has a category. Instead, it is the other
> way around. I have to
> >    "uncheck" the link box to get it right.
> >
> >    Kenn
> >    LBNL
> >
> >    On Mon, Jun 28, 2010 at 12:23 PM, Kevin Falcone <[1]
> falcone at bestpractical.com> wrote:
> >
> >      On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote:
> >      > Sorry it took so long for me to reply on this. I have a Custom
> Field named "QA Approver"
> >      and
> >      > it has a Category that is linked to another CF named
> "ITBS-Dev-Group". A snap shot is
> >      below:
> >
> >      What happens when you apply ITBS-Dev-Group to the same queue where
> >      you're trying to use QA Approver?
>
>
> 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 falcone at bestpractical.com  Mon Jun 28 16:36:34 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 28 Jun 2010 16:36:34 -0400
Subject: [rt-users] Multiple actions from rt-crontool
In-Reply-To: <1277756481.20146.1382318005@webmail.messagingengine.com>
References: <1277756481.20146.1382318005@webmail.messagingengine.com>
Message-ID: <20100628203634.GJ848@jibsheet.com>

On Mon, Jun 28, 2010 at 01:21:21PM -0700, Nick Kartsioukas wrote:
> I thought I had this working, but on further testing it appears that
> rt-crontool is only performing the last action argument passed to it.

Since rt-crontool uses Getopt to parse command line arguments and it says
"action=s"           => \$action
it will only ever see one argument

You could certainly fix that (Getopt supports it) but running the
multiple actions in RT space would be hairy.
Or you could write your own custom Action that does two things.

Was there some part of the documentation that led you to believe this
would work?

-kevin

> This is what I'm trying to do:
> rt-crontool --search RT::Search::FromSQL --search-arg "Status =
> 'stalled' AND Starts < 'tomorrow' AND Starts > 'NULL' " --action
> RT::Action::SetStatus --action-arg "open" --action
> RT::Action::RecordComment --template 'Started Ticket'
> 
> With that command, a comment is recorded, but the ticket state is not
> changed to open.  If I swap the setstatus and recordcomment actions
> around, then the status is changed, but the comment is not recorded.
> 
> Is it just not possible to have rt-crontool perform two actions on the
> same search?
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From torsten.brumm at Kuehne-Nagel.com  Mon Jun 28 16:35:30 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Mon, 28 Jun 2010 22:35:30 +0200
Subject: [rt-users] New RT Webserver install > german umlaute broken in
	webui display (entered by webui)
In-Reply-To: <AANLkTimwAU10adoVsRs_DqvWof9M0-lBj5khm98O21oV@mail.gmail.com>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com><AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com><20100525190439.GB595@jibsheet.com><AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com><20100628192344.GH848@jibsheet.com><AANLkTimAxRYbtHR4al-hSJ6B1z3doC3W-u5xeUOO3Int@mail.gmail.com><20100628200107.GI848@jibsheet.com>
	<AANLkTimwAU10adoVsRs_DqvWof9M0-lBj5khm98O21oV@mail.gmail.com>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402BDC385@w3hamboex11.ger.win.int.kn>

Hi List,
started today to setup our new webserver, running under centos (latest) with perl modules installed from freshrpms. inside the webui i can't cleanly see the german umlaute, any hint which perl module i can check or update?
 
Thanks
Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, 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



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From torsten.brumm at Kuehne-Nagel.com  Mon Jun 28 16:56:44 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Mon, 28 Jun 2010 22:56:44 +0200
Subject: [rt-users] Solved: New RT Webserver install > german umlaute broken
	inwebui display (entered by webui)
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039402BDC385@w3hamboex11.ger.win.int.kn>
References: <p2me9f825501004011213jb3330febr4719ef652394806c@mail.gmail.com><AANLkTimu5cwFsBMhZ7v39FzVx8Bc0R87Qo05ZtZaEuqF@mail.gmail.com><20100525190439.GB595@jibsheet.com><AANLkTimAsBzmyd65S8xbcQdub4O1CxRm6IoNWfqYfP8O@mail.gmail.com><20100628192344.GH848@jibsheet.com><AANLkTimAxRYbtHR4al-hSJ6B1z3doC3W-u5xeUOO3Int@mail.gmail.com><20100628200107.GI848@jibsheet.com><AANLkTimwAU10adoVsRs_DqvWof9M0-lBj5khm98O21oV@mail.gmail.com>
	<16426EA38D57E74CB1DE5A6AE1DB039402BDC385@w3hamboex11.ger.win.int.kn>
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039402BDC387@w3hamboex11.ger.win.int.kn>

Sorry, found it, downgrade FCGI was the solution.
 
Torsten

________________________________

Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID
Gesendet: Montag, 28. Juni 2010 22:35
An: rt-users at lists.bestpractical.com
Betreff: [rt-users] New RT Webserver install > german umlaute broken inwebui display (entered by webui)


Hi List,
started today to setup our new webserver, running under centos (latest) with perl modules installed from freshrpms. inside the webui i can't cleanly see the german umlaute, any hint which perl module i can check or update?
 
Thanks
Torsten


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


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From andersep at gmail.com  Mon Jun 28 17:23:58 2010
From: andersep at gmail.com (Peter Andersen)
Date: Mon, 28 Jun 2010 14:23:58 -0700
Subject: [rt-users] RT::Authen::ExternalAuth and privileged users
Message-ID: <AANLkTiluc5HYv4qBAwO5WzuLwKB6BB9d4gLVZ-EBfuFQ@mail.gmail.com>

  I currently have RT 3.8.6 working with RT::Authen::ExternalAuth to the
point where it allows me to authenticate and access the Self Service page
but I am stuck getting with all users being unprivileged.  Users I create
inside RT can be privileged but none of the external users are privileged
nor can I add them to groups.

  I see references to autocreate users but am unable to get any creation to
happen with ExternalAuth.  Do I need to use RT::Extension::LDAPImport to
create user accounts before I can move forward?  What options do I need to
look into for auto creating users?  Can I set all my external users to
privileged (not the best idea)?

  RT is running on Gentoo Linux with Apache2/fast_cgi, perl 5.10.1 threaded,
RT::Authen::ExternalAuth 0.08 and connects to a Win2003 AD.  I am not
attached to 3.8.6 so replacing with 3.8.8 is an option.
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From gagel at cnc.bc.ca  Mon Jun 28 17:27:18 2010
From: gagel at cnc.bc.ca (Kevin Gagel)
Date: Mon, 28 Jun 2010 14:27:18 -0700
Subject: [rt-users] RT::Authen::ExternalAuth and privileged users
Message-ID: <4c2913b6.11a4.698.505b@cnc.bc.ca>

Peter,

Look into:
Set($WebExternalAuto,1);
Set($AutoCreate,{Privileged=>0});

It's one or both that you need. These are my settings and my users are 
auto created for me.



Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel


On Monday 28/06/2010 at 2:24 pm, Peter Andersen  wrote:
>  I currently have RT 3.8.6 working with RT::Authen::ExternalAuth to 
> the point where it allows me to authenticate and access the Self 
> Service page but I am stuck getting with all users being unprivileged. 
>  Users I create inside RT can be privileged but none of the external 
> users are privileged nor can I add them to groups.
>
>  I see references to autocreate users but am unable to get any 
> creation to happen with ExternalAuth.  Do I need to use 
> RT::Extension::LDAPImport to create user accounts before I can move 
> forward?  What options do I need to look into for auto creating users? 
>  Can I set all my external users to privileged (not the best idea)?
>
>  RT is running on Gentoo Linux with Apache2/fast_cgi, perl 5.10.1 
> threaded, RT::Authen::ExternalAuth 0.08 and connects to a Win2003 AD.  
> I am not attached to 3.8.6 so replacing with 3.8.8 is an option.
>



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From jesse at bestpractical.com  Mon Jun 28 20:03:19 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Jun 2010 20:03:19 -0400
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <alpine.LRH.1.10.1006280920130.28219@gamera.slac.stanford.edu>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu>
	<1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu>
	<15210008378.20100625124038@case.edu>
	<alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu>
	<65FB4C5C-4D12-4DC5-9115-19CF237046B4@ultra-secure.de>
	<alpine.LRH.1.10.1006280920130.28219@gamera.slac.stanford.edu>
Message-ID: <20100629000319.GJ30722@puppy>




> >As a first step, it would probably be easier to create a special
> >stylesheet to create the "illusion" of an app.
> 
> Yes, my first thought was that a mobile stylesheet might make
> it easier to use RT on a mobile device.  It could be done on
> the server side, rather than the client (but then it's not an
> app you can sell).

It's not that hard to put together a reasonable mobile UI for RT,
especially if we start reasonably small.  That would have the advantage
of working on many platforms instead of just one. 

How many of you need offline-ability for your mobile RT usage?

-Jesse
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From jesse at bestpractical.com  Mon Jun 28 19:59:03 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Jun 2010 19:59:03 -0400
Subject: [rt-users] Multiple doctypes/HTML Validation
In-Reply-To: <alpine.BSF.2.00.1006280118510.86586@prime.gushi.org>
References: <alpine.BSF.2.00.1006280118510.86586@prime.gushi.org>
Message-ID: <20100628235903.GH30722@puppy>




On Mon 28.Jun'10 at  1:23:42 -0400, Dan Mahoney, System Admin wrote:
> Secondly, if the HTML doesn't validate, why bother setting strict,
> and not transitional?

I suspect that "best intentions" and "the real world" come into it.
When I get a moment, I'll probably relax our doctype to HTML5.  I'm so
happy that XHTML has been thoroughly discredited ;)

-Jesse
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From mfuller at bandtel.com  Mon Jun 28 22:07:46 2010
From: mfuller at bandtel.com (Mark Fuller)
Date: Mon, 28 Jun 2010 22:07:46 -0400
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
In-Reply-To: <20100629000319.GJ30722@puppy>
References: <1AC22FAD50BFDA42A48F9B671A419B62010367C724EA@EXCHCLUSTER1-01.win.slac.stanford.edu><1A2CDD9E-22B8-4B30-95B0-D30E4F9864D8@4j.lane.edu><15210008378.20100625124038@case.edu><alpine.LRH.1.10.1006250948300.21266@gamera.slac.stanford.edu><65FB4C5C-4D12-4DC5-9115-19CF237046B4@ultra-secure.de><alpine.LRH.1.10.1006280920130.28219@gamera.slac.stanford.edu>
	<20100629000319.GJ30722@puppy>
Message-ID: <24a6d08f69347f3e7a222138e105e105@mail.gmail.com>

We use RT for all of our operations and a mobile interface would be great
we have users that do not have smart phones but still would be able to
handle basic things. We have RTFM in use as well and just for them to be
able to do some canned responses would be great and for those of us who
live RT 24 hrs a day a faster loading interface would just make our
interruptions easier to tolerate. I use an android so it is fine to use
but loading the pages thru even 3g can be painful at time especially long
tickets.


Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: Monday, June 28, 2010 8:03 PM
To: John Bartelt
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Mobile for iPhone (Dustin Collins)




> >As a first step, it would probably be easier to create a special
> >stylesheet to create the "illusion" of an app.
>
> Yes, my first thought was that a mobile stylesheet might make it
> easier to use RT on a mobile device.  It could be done on the server
> side, rather than the client (but then it's not an app you can sell).

It's not that hard to put together a reasonable mobile UI for RT,
especially if we start reasonably small.  That would have the advantage of
working on many platforms instead of just one.

How many of you need offline-ability for your mobile RT usage?

-Jesse


From sam at berginct.com  Mon Jun 28 22:51:23 2010
From: sam at berginct.com (Sam Quade)
Date: Tue, 29 Jun 2010 12:51:23 +1000
Subject: [rt-users] Reply to Resolved Ticket
Message-ID: <CBF7A8964B972C40BBB75F3A2C7759EC3670AECBD1@BERGIT.bergin.local>

Hi
Looking for a way to set a rule for resolved tickets to lock them down to either not accept replies or preferably on reply to create a new ticket in that same queue.
It wouldn't necessarily need to refer to the old ticket but that would be handy.
Appreciate any assistance with this, apologies if it has been covered before.

Using version RT 3.8.7

Kind Regards,
Sam
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From torsten.brumm at Kuehne-Nagel.com  Tue Jun 29 02:28:41 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Tue, 29 Jun 2010 08:28:41 +0200
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F93780@w3hamboex11.ger.win.int.kn>

Offline work would be great, but not needed for the first step!

----- Originalnachricht -----

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnett?, Mark Reinhardt, 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



Von: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
An: John Bartelt <bartelt at slac.stanford.edu>
Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Gesendet: Tue Jun 29 02:03:19 2010
Betreff: Re: [rt-users] RT Mobile for iPhone (Dustin Collins)




> >As a first step, it would probably be easier to create a special
> >stylesheet to create the "illusion" of an app.
> 
> Yes, my first thought was that a mobile stylesheet might make
> it easier to use RT on a mobile device.  It could be done on
> the server side, rather than the client (but then it's not an
> app you can sell).

It's not that hard to put together a reasonable mobile UI for RT,
especially if we start reasonably small.  That would have the advantage
of working on many platforms instead of just one. 

How many of you need offline-ability for your mobile RT usage?

-Jesse

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From wolfram.huettermann at desy.de  Tue Jun 29 03:29:08 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Tue, 29 Jun 2010 09:29:08 +0200
Subject: [rt-users] Limit users by a non-empty customfield
In-Reply-To: <20100628173724.GD848@jibsheet.com>
References: <4C2873D9.7060505@desy.de> <20100628173724.GD848@jibsheet.com>
Message-ID: <4C29A0C4.9000409@desy.de>

Kevin Falcone wrote:
> On Mon, Jun 28, 2010 at 12:05:13PM +0200, Wolfram Huettermann wrote:
>   
>>    Hello,
>>
>>    I have got a user customfield called  MyComment and I want to filter all users where this
>>    customfield is not empty. In my case,  it is of freefrom type. The function LimitToCustomField
>>    does not work properly if I use
>>
>>    $User->LimiToCostumField("FIELD" => "MyComment",
>>                               "OPERATOR" => "!=",
>>                                "VALUE" => "");
>>     
>
> I assume you meant LimitCustomField, and that doesn't take a FIELD
> argument
>
> -kevin
>   
> ------------------------------------------------------------------------
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
Yes, you are totally right.

But even this code:

$User->LimiToCostumField("CUSTOMFIELD" => "MyComment",
                              "OPERATOR" => "!=",
                               "VALUE" => "");


does not work.

Greetings,

Wolfram




From Horst.Kriegers at loro.ch  Tue Jun 29 04:09:19 2010
From: Horst.Kriegers at loro.ch (Horst Kriegers)
Date: Tue, 29 Jun 2010 10:09:19 +0200
Subject: [rt-users] script : custom action by ticket creation or modification
Message-ID: <4C29C64F.7061.0039.1@loro.ch>

Hello,
 
the following scrip works only "On transaction" but not wen a new
ticket is created.
What is wrong ?
 
 
- Condition : User Defined
- Custom condition :
 
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
 
if ($trans->Type eq 'CustomField') {
  my $cf = new RT::CustomField($RT::SystemUser);
  $cf->LoadByName(Queue => $ticket->QueueObj->id, Name =>
"Qualification s?curit?");
  return 0 unless $cf->id;
  
  if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") {
    return 1;
  }
  
}
return 0; 
 
 
 
Thanks in advance 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 
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From Adam.Brown at fidessa.com  Tue Jun 29 07:54:57 2010
From: Adam.Brown at fidessa.com (Adam Brown)
Date: Tue, 29 Jun 2010 07:54:57 -0400
Subject: [rt-users] pulling AT custom fields into ticket custom fields
In-Reply-To: <985C1C6687BD9741A77436E475BA30D7064E06@usny17s-mail1.us.fidessa.priv>
References: <985C1C6687BD9741A77436E475BA30D7064E04@usny17s-mail1.us.fidessa.priv>
	<AANLkTimUsKk2WyJvElM2bngljArbPQKgMrHigpiLw6jJ@mail.gmail.com>
	<985C1C6687BD9741A77436E475BA30D7064E06@usny17s-mail1.us.fidessa.priv>
Message-ID: <985C1C6687BD9741A77436E475BA30D7064E0C@usny17s-mail1.us.fidessa.priv>

Found some code in another thread.

my $AssObj = RTx::AssetTracker::Asset->new(RT->SystemUser); 
$AssObj->Load($AssId); 
my $AssCFs=$AssObj->CustomFields(); 
while(my $AssCF = $AssCFs->Next()) { 
print $AssCF->Name, ": "; 
my $AssValues=$AssObj->CustomFieldValues($AssCF->id); 
while($AssValues and my $assvalue = $AssValues->Next) { 
print $AssValue->Content,"\t"; 
} 
print "\n"; 
}

Thanks
Adam

-----Original Message-----
From: Adam Brown 
Sent: Monday, June 28, 2010 1:33 PM
To: 'Todd Chapman'
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] pulling AT custom fields into ticket custom fields

All scripts and html files that I have seen seem to call the libraries from the RTx directories.
Ie. RTx::AssetTracker::Assets->new($RT::SystemUser);

Are Asset.pm and Record.pm in ../lib/RTx/AssetTracker/ the place to be looking or somewhere else?

Thanks
Adam

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net] 
Sent: Monday, June 28, 2010 1:28 PM
To: Adam Brown
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] pulling AT custom fields into ticket custom fields

Asset Tracker uses RT's custom field libraries, so that's where to
look for the appropriate methods.

On Mon, Jun 28, 2010 at 1:21 PM, Adam Brown <Adam.Brown at fidessa.com> wrote:
> I currently have it set up where I have a ticket custom field set up with
> all the assets in AT. When creating a ticket it?makes the link to the asset
> based on the custom field.
>
>
>
> I want to set it up now where when a user picks the asset in the CF for the
> ticket, a number of custom fields in the ticket will be populated based on
> the custom field values from the asset. This way I can query a ticket using
> any spec from the asset
>
>
>
> I think I can write the scrip but I can't figure out how to extract the
> custom field value for a given field on? given asset. I can't seem to find
> the sub routine in any of the RTx lib files.
>
>
>
> Any suggestions?
>
>
>
> Adam
>
>
>
> ******************************************************************
> This message is intended only for the stated addressee(s) and
> may be confidential. Access to this email by anyone else is
> unauthorised. Any opinions expressed in this email do not
> necessarily reflect the opinions of Fidessa. Any unauthorised
> disclosure, use or dissemination, either whole or in part is
> prohibited. If you are not the intended recipient of this message,
> please notify the sender immediately.
> ******************************************************************
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From smcstravick at eyelit.com  Tue Jun 29 08:44:44 2010
From: smcstravick at eyelit.com (Steve McStravick)
Date: Tue, 29 Jun 2010 08:44:44 -0400
Subject: [rt-users] RT Mobile for iPhone (Dustin Collins)
Message-ID: <015301cb1788$db194a90$914bdfb0$@com>

 
 
 
 
> > >As a first step, it would probably be easier to create a special 
> > >stylesheet to create the "illusion" of an app.
> > 
> > Yes, my first thought was that a mobile stylesheet might make it 
> > easier to use RT on a mobile device.  It could be done on the server 
> > side, rather than the client (but then it's not an app you can sell).
 
> It's not that hard to put together a reasonable mobile UI for RT,
especially if we start reasonably small.  That would have the advantage of
working on many platforms instead of just one. 
>     
> How many of you need offline-ability for your mobile RT usage?
> 
> -Jesse
 
ME !!
It would be very handy for us, since we're always travelling, so access from
Blackberry/IPhone/Android/etc. would make things easier.
We are currently trying to roll-out RT here and are trying our best with RSS
feeds and command-by-email, but an actual mobile RT would be great.
 
Steve
 
 
 
 
 
 
 
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From justin.hayes at openbet.com  Tue Jun 29 09:09:53 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 29 Jun 2010 14:09:53 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
Message-ID: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>

Hi everyone,

I've raised this before, but we've had another look at it and still can't see how to improve things.

We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.

We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.

FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.

I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.

Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.

<span>Time to display: 24.996907</span>

Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.


Thanks,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

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From maa at govcert.dk  Tue Jun 29 09:41:09 2010
From: maa at govcert.dk (Marc Andersen)
Date: Tue, 29 Jun 2010 15:41:09 +0200
Subject: [rt-users] SetPriority oddities.
Message-ID: <4C29F7F5.8050303@govcert.dk>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi everyone

I've been trying to wrap my head around RT for a couple of days now
(actually RT-IR).
Currently I am trying to add some business logic (yes...scrips :) ).

I noted some oddities while trying to set my priority field using custom
fields. I can essentially get it to work, but I have not been able to
figure out why I run into the problem below.

So I made up a very simple scrip to illustrate my point:

Condition: on Transaction
Action: User defined
Global Template: Blank
Stage: Transaction Batch

Custom action cleanup code:
$self->TicketObj->SetPriority (50);


Then I set about to test it:

1)
Create ticket --> ticket gets created and priority is 50.

2)
Edit ticket --> I update anything but the priority in the ticket, just
to trigger the script. For instance by changing the tickets subject. -->
Save changes -->  Priority remains 50.

3)
Edit ticket --> this time I update the priority field and set it to,
say, 100. The expected outcome: priority will be set to 50 by the script
- --> Save changes --> actual outcome: the priority field _seems_ to be
set to 100, although the script was triggered (confirmed by using
RT::Logger).

4)
Now this is where I get confused. Somehow, my script was overruled in
3). However, as soon as I access the ticket again by navigating to the
ticket, i.e. clicking on display or selecting the ticket in the left
menu bar or otherwise navigating around, the priority will be at 50,
without my scrip running again.

So my guess is, that my script actually saved the right priority in the
database, but didn't update some essential object when displaying the
ticket right after pressing 'Save Changes'

Does anybody know what is happening here?

Please bear in mind that the scrip here just illustrates my point and is
not the actual final scrip I want to use in production (which would be
setting the priority through several custom fields).

Hope somebody has an answer.

regards
- -- 
Marc Andersen
IT Security Analyst

The Danish GovCERT
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From charles.johnson at accre.vanderbilt.edu  Tue Jun 29 10:14:10 2010
From: charles.johnson at accre.vanderbilt.edu (Charles Johnson)
Date: Tue, 29 Jun 2010 09:14:10 -0500
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
Message-ID: <122AB08F-6900-423B-9CF0-A19CD934AFA1@accre.vanderbilt.edu>

Quite outside of the speed of RT, what database are you using as a  
back-end? How long has it been since you did some care and feeding of  
your database? How big are your tables? If you are using mysql or  
postgres have you used their tools to examine your database,  
especially the indexes and statistics? This may be an issue with  
indexes needing to be rebuilt, or asking the database to gather new  
statistics for the queries your are running.

Cheers--

Charles

On Jun 29, 2010, at 8:09 AM, Justin Hayes wrote:

> Hi everyone,
>
> I've raised this before, but we've had another look at it and still  
> can't see how to improve things.
>
> We put a lot of comments/replies in our tickets. Often there can be  
> 50-100 entries in a ticket, mostly plain text. Loading such a ticket  
> can take 10-20secs.
>
> We don't have any slow queries - all the time seems to be in the  
> code rendering the history of the ticket.
> We've had a go at stripping functions out of ShowHistory,  
> ShowTransaction and ShowTransactionAttachmments but not had much  
> success.
>
> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>
> I'd like to try and determine if we're just slow, or if this is just  
> how long RT takes. Maybe perl is just slow.
>
> Can anyone shed any light on how long it takes them to render long  
> tickets in their systems? If you look at the page source it gives  
> you a value e.g.
>
> <span>Time to display: 24.996907</span>
>
> Can anyone share some numbers from theirs for longer tickets? It  
> would be really appreciated.
>
>
> Thanks,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

--
Charles Johnson, Vanderbilt University
Advanced Computing Center for Research & Education
Mailing Address:  Peabody #34, 230 Appleton Place, Nashville, TN 37203
Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143,  
Nashville, TN 37212
Office: 615-343-4134
Cell: 615-478-5743
Fax: 615-343-7216
charles.johnson at accre.vanderbilt.edu



From justin.hayes at openbet.com  Tue Jun 29 10:18:54 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 29 Jun 2010 15:18:54 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <122AB08F-6900-423B-9CF0-A19CD934AFA1@accre.vanderbilt.edu>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<122AB08F-6900-423B-9CF0-A19CD934AFA1@accre.vanderbilt.edu>
Message-ID: <84BEEF02-0799-4B46-9E14-5772C3B7E09C@openbet.com>

Hi Charles,

But as far as we can tell from our profiling the time is spent in the perl rendering the ticket, not in the query used to retrieve the ticket and attachments in the first place (which happens once at the start I believe). The loop that renders the ticket history and each attachment takes anything up to 20+ seconds.

So I'm not sure how the DB can be an issue here? Unless I'm wrong about it doing 1 big query at the start and there are loads of little queries inside the loop.

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 15:14, Charles Johnson wrote:

> Quite outside of the speed of RT, what database are you using as a back-end? How long has it been since you did some care and feeding of your database? How big are your tables? If you are using mysql or postgres have you used their tools to examine your database, especially the indexes and statistics? This may be an issue with indexes needing to be rebuilt, or asking the database to gather new statistics for the queries your are running.
> 
> Cheers--
> 
> Charles
> 
> On Jun 29, 2010, at 8:09 AM, Justin Hayes wrote:
> 
>> Hi everyone,
>> 
>> I've raised this before, but we've had another look at it and still can't see how to improve things.
>> 
>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
>> 
>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
>> 
>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>> 
>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
>> 
>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
>> 
>> <span>Time to display: 24.996907</span>
>> 
>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
>> 
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> --
> Charles Johnson, Vanderbilt University
> Advanced Computing Center for Research & Education
> Mailing Address:  Peabody #34, 230 Appleton Place, Nashville, TN 37203
> Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143, Nashville, TN 37212
> Office: 615-343-4134
> Cell: 615-478-5743
> Fax: 615-343-7216
> charles.johnson at accre.vanderbilt.edu
> 



From Jason.Doran at nuim.ie  Tue Jun 29 10:22:16 2010
From: Jason.Doran at nuim.ie (Jason Doran)
Date: Tue, 29 Jun 2010 15:22:16 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
Message-ID: <D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>

Hi,
If you are using mysqld have a look at "mysqltuner.pl" perl script  
(google)
This has fixed quickly many performance issues on both RT and other
web-based software we use. I run this every few weeks and apply  
suggested
changes and then simply restart mysqld when things are quite.

Regards,
Jason Doran
Computer Centre
NUI, Maynooth

On 29 Jun 2010, at 14:09, Justin Hayes wrote:

> Hi everyone,
>
> I've raised this before, but we've had another look at it and still  
> can't see how to improve things.
>
> We put a lot of comments/replies in our tickets. Often there can be  
> 50-100 entries in a ticket, mostly plain text. Loading such a ticket  
> can take 10-20secs.
>
> We don't have any slow queries - all the time seems to be in the  
> code rendering the history of the ticket.
> We've had a go at stripping functions out of ShowHistory,  
> ShowTransaction and ShowTransactionAttachmments but not had much  
> success.
>
> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>
> I'd like to try and determine if we're just slow, or if this is just  
> how long RT takes. Maybe perl is just slow.
>
> Can anyone shed any light on how long it takes them to render long  
> tickets in their systems? If you look at the page source it gives  
> you a value e.g.
>
> <span>Time to display: 24.996907</span>
>
> Can anyone share some numbers from theirs for longer tickets? It  
> would be really appreciated.
>
>
> Thanks,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From charles.johnson at accre.vanderbilt.edu  Tue Jun 29 10:28:32 2010
From: charles.johnson at accre.vanderbilt.edu (Charles Johnson)
Date: Tue, 29 Jun 2010 09:28:32 -0500
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <84BEEF02-0799-4B46-9E14-5772C3B7E09C@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<122AB08F-6900-423B-9CF0-A19CD934AFA1@accre.vanderbilt.edu>
	<84BEEF02-0799-4B46-9E14-5772C3B7E09C@openbet.com>
Message-ID: <191006C0-3D1C-4F75-90F8-5683C0E6A1D0@accre.vanderbilt.edu>

Justin, thank you for the kindness of your reply. I didn't intend to  
send you chasing rabbits, so to speak. Just offering something to add  
to the checklist of items to be crossed off before digging too deeply  
into the perl code. If you are convinced that mysql is performing at  
its best then please ignore my noise! :)

Cheers--

Charles
On Jun 29, 2010, at 9:18 AM, Justin Hayes wrote:

> Hi Charles,
>
> But as far as we can tell from our profiling the time is spent in  
> the perl rendering the ticket, not in the query used to retrieve the  
> ticket and attachments in the first place (which happens once at the  
> start I believe). The loop that renders the ticket history and each  
> attachment takes anything up to 20+ seconds.
>
> So I'm not sure how the DB can be an issue here? Unless I'm wrong  
> about it doing 1 big query at the start and there are loads of  
> little queries inside the loop.
>
> Cheers,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 29 Jun 2010, at 15:14, Charles Johnson wrote:
>
>> Quite outside of the speed of RT, what database are you using as a  
>> back-end? How long has it been since you did some care and feeding  
>> of your database? How big are your tables? If you are using mysql  
>> or postgres have you used their tools to examine your database,  
>> especially the indexes and statistics? This may be an issue with  
>> indexes needing to be rebuilt, or asking the database to gather new  
>> statistics for the queries your are running.
>>
>> Cheers--
>>
>> Charles
>>
>> On Jun 29, 2010, at 8:09 AM, Justin Hayes wrote:
>>
>>> Hi everyone,
>>>
>>> I've raised this before, but we've had another look at it and  
>>> still can't see how to improve things.
>>>
>>> We put a lot of comments/replies in our tickets. Often there can  
>>> be 50-100 entries in a ticket, mostly plain text. Loading such a  
>>> ticket can take 10-20secs.
>>>
>>> We don't have any slow queries - all the time seems to be in the  
>>> code rendering the history of the ticket.
>>> We've had a go at stripping functions out of ShowHistory,  
>>> ShowTransaction and ShowTransactionAttachmments but not had much  
>>> success.
>>>
>>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>>>
>>> I'd like to try and determine if we're just slow, or if this is  
>>> just how long RT takes. Maybe perl is just slow.
>>>
>>> Can anyone shed any light on how long it takes them to render long  
>>> tickets in their systems? If you look at the page source it gives  
>>> you a value e.g.
>>>
>>> <span>Time to display: 24.996907</span>
>>>
>>> Can anyone share some numbers from theirs for longer tickets? It  
>>> would be really appreciated.
>>>
>>>
>>> Thanks,
>>>
>>> Justin
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>
>> --
>> Charles Johnson, Vanderbilt University
>> Advanced Computing Center for Research & Education
>> Mailing Address:  Peabody #34, 230 Appleton Place, Nashville, TN  
>> 37203
>> Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143,  
>> Nashville, TN 37212
>> Office: 615-343-4134
>> Cell: 615-478-5743
>> Fax: 615-343-7216
>> charles.johnson at accre.vanderbilt.edu
>>
>

--
Charles Johnson, Vanderbilt University
Advanced Computing Center for Research & Education
Mailing Address:  Peabody #34, 230 Appleton Place, Nashville, TN 37203
Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143,  
Nashville, TN 37212
Office: 615-343-4134
Cell: 615-478-5743
Fax: 615-343-7216


From justin.hayes at openbet.com  Tue Jun 29 10:28:37 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 29 Jun 2010 15:28:37 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
Message-ID: <9C344868-1732-4459-8ED4-7924A396E790@openbet.com>

Thanks Jason - I'll give that a go as well. We have got a large DB (~10gb) so keeping it tuned is definitely important.

However as stated the time seems to be lost in code, after I'd have thought it had run the query for the ticket (though I may be wrong in that assumption).

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 15:22, Jason Doran wrote:

> Hi,
> If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
> This has fixed quickly many performance issues on both RT and other
> web-based software we use. I run this every few weeks and apply suggested
> changes and then simply restart mysqld when things are quite.
> 
> Regards,
> Jason Doran
> Computer Centre
> NUI, Maynooth
> 
> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> 
>> Hi everyone,
>> 
>> I've raised this before, but we've had another look at it and still can't see how to improve things.
>> 
>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
>> 
>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
>> 
>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>> 
>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
>> 
>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
>> 
>> <span>Time to display: 24.996907</span>
>> 
>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
>> 
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.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 Brandon.Patton at aspireindiana.org  Tue Jun 29 10:42:44 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Tue, 29 Jun 2010 10:42:44 -0400
Subject: [rt-users] Upgrading from RT 3.6.5
In-Reply-To: <AANLkTimKRGNM8tjfFVvfEVk2NXbqOGTwKqAD_hse8Aox@mail.gmail.com>
References: <16080B6460E00C4A881395258161C50402FB1F771F@mail.bccmh.net>
	<AANLkTimKRGNM8tjfFVvfEVk2NXbqOGTwKqAD_hse8Aox@mail.gmail.com>
Message-ID: <16080B6460E00C4A881395258161C50402FB1F7852@mail.bccmh.net>

I'm in the process of trying to upgrade now and I've gotten to the part of updating the database and I get the following error. Can anyone help me?


root at nethealth:/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:   rtdb
User:   rtuser
DBA:    root
Couldn't finish 'upgrade' step.

ERROR: Couldn't read dir './etc/upgrade' with upgrade data




The upgrade directory is there, not sure why it can't read it. Of course, I'm not an expert on permissions either.

root at nethealth:/opt/rt3/etc# ls -l
total 196
-r--------  1 root          www              90 2010-06-28 15:53 acl.Informix
-r--------  1 root          www             859 2010-06-28 15:53 acl.mysql
-r--------  1 root          www              27 2010-06-28 15:53 acl.Oracle
-r--------  1 root          www            1912 2010-06-28 15:53 acl.Pg
-r--------  1 root          www             232 2010-06-28 15:53 acl.Sybase
-r--------  1 root          www           22776 2010-06-28 15:53 initialdata
-r--r-----  1 root          www           46335 2010-06-28 15:53 RT_Config.pm
-rw-r-----  1 root          www            1027 2010-06-28 16:11 RT_SiteConfig.pm
-r--------  1 root          www           10518 2010-06-28 15:53 schema.Informix
-r--------  1 root          www           13236 2010-06-28 15:53 schema.mysql-4.0
-r--------  1 root          www           14164 2010-06-28 15:53 schema.mysql-4.1
-r--------  1 root          www           11776 2010-06-28 15:53 schema.Oracle
-r--------  1 root          www           13904 2010-06-28 15:53 schema.Pg
-r--------  1 root          www           10769 2010-06-28 15:53 schema.SQLite
-r--------  1 root          www           11550 2010-06-28 15:53 schema.Sybase
drwxr-xr-x 25 administrator administrator  4096 2010-06-28 15:52 upgrade









-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Friday, June 25, 2010 2:14 PM
To: Patton, Brandon
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from RT 3.6.5

Ungh, Ubuntu as a server.

Leaving that aside, simply use the package manager (something like
Synaptic in the GUI) to check where the files for the rt package are
installed.
Back those up if you have concerns about possible customizations done
to core instead of local code. Backup your database. Then:

A) Update your system to something more modern, and install the
corresponding rt package
B) Download the source tarball from Best Practical, and follow the
enclosed directions

P.S. /opt/rt3 is the default path, for some reason several
distributions like Ubuntu like to shove stuff under
/usr/local/packageName and give users longer pathnames to deal with.


From justin.hayes at openbet.com  Tue Jun 29 10:52:35 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 29 Jun 2010 15:52:35 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <191006C0-3D1C-4F75-90F8-5683C0E6A1D0@accre.vanderbilt.edu>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<122AB08F-6900-423B-9CF0-A19CD934AFA1@accre.vanderbilt.edu>
	<84BEEF02-0799-4B46-9E14-5772C3B7E09C@openbet.com>
	<191006C0-3D1C-4F75-90F8-5683C0E6A1D0@accre.vanderbilt.edu>
Message-ID: <E53E0FDC-37FE-476D-8FA0-E24830254B38@openbet.com>

Hehe thanks Charles.

I think you might have a point anyway. Running that script recommended by Jason has thrown up a few things that need tweaking with mysql.

Not sure what some of them mean yet, and not sure if it'll help, but we'll see.

I appreciate you helping believe me!

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 15:28, Charles Johnson wrote:

> Justin, thank you for the kindness of your reply. I didn't intend to send you chasing rabbits, so to speak. Just offering something to add to the checklist of items to be crossed off before digging too deeply into the perl code. If you are convinced that mysql is performing at its best then please ignore my noise! :)
> 
> Cheers--
> 
> Charles
> On Jun 29, 2010, at 9:18 AM, Justin Hayes wrote:
> 
>> Hi Charles,
>> 
>> But as far as we can tell from our profiling the time is spent in the perl rendering the ticket, not in the query used to retrieve the ticket and attachments in the first place (which happens once at the start I believe). The loop that renders the ticket history and each attachment takes anything up to 20+ seconds.
>> 
>> So I'm not sure how the DB can be an issue here? Unless I'm wrong about it doing 1 big query at the start and there are loads of little queries inside the loop.
>> 
>> Cheers,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 29 Jun 2010, at 15:14, Charles Johnson wrote:
>> 
>>> Quite outside of the speed of RT, what database are you using as a back-end? How long has it been since you did some care and feeding of your database? How big are your tables? If you are using mysql or postgres have you used their tools to examine your database, especially the indexes and statistics? This may be an issue with indexes needing to be rebuilt, or asking the database to gather new statistics for the queries your are running.
>>> 
>>> Cheers--
>>> 
>>> Charles
>>> 
>>> On Jun 29, 2010, at 8:09 AM, Justin Hayes wrote:
>>> 
>>>> Hi everyone,
>>>> 
>>>> I've raised this before, but we've had another look at it and still can't see how to improve things.
>>>> 
>>>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
>>>> 
>>>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
>>>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
>>>> 
>>>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>>>> 
>>>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
>>>> 
>>>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
>>>> 
>>>> <span>Time to display: 24.996907</span>
>>>> 
>>>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
>>>> 
>>>> 
>>>> Thanks,
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> 
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>> 
>>> --
>>> Charles Johnson, Vanderbilt University
>>> Advanced Computing Center for Research & Education
>>> Mailing Address:  Peabody #34, 230 Appleton Place, Nashville, TN 37203
>>> Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143, Nashville, TN 37212
>>> Office: 615-343-4134
>>> Cell: 615-478-5743
>>> Fax: 615-343-7216
>>> charles.johnson at accre.vanderbilt.edu
>>> 
>> 
> 
> --
> Charles Johnson, Vanderbilt University
> Advanced Computing Center for Research & Education
> Mailing Address:  Peabody #34, 230 Appleton Place, Nashville, TN 37203
> Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143, Nashville, TN 37212
> Office: 615-343-4134
> Cell: 615-478-5743
> Fax: 615-343-7216



From NFOGGI at depaul.edu  Tue Jun 29 10:49:20 2010
From: NFOGGI at depaul.edu (Foggi, Nicola)
Date: Tue, 29 Jun 2010 09:49:20 -0500
Subject: [rt-users] Slow Ticket History 3.8.8
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com><D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<9C344868-1732-4459-8ED4-7924A396E790@openbet.com>
Message-ID: <1214B92276151C40B1DEBE7D142AD82F03CC8E5C@XVS01.dpu.depaul.edu>


I did just have a problem with 3.8.8 and one of the indexes (didn't have the problem on 3.8.6 or below).  It turned out to be the index GROUPS2 on the Groups table... dropped the index, and performance was back to normal (pre 3.8.8)

Nicola

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Justin Hayes
Sent: Tue 6/29/2010 9:28 AM
To: Jason Doran
Cc: rt Users
Subject: Re: [rt-users] Slow Ticket History 3.8.8
 
Thanks Jason - I'll give that a go as well. We have got a large DB (~10gb) so keeping it tuned is definitely important.

However as stated the time seems to be lost in code, after I'd have thought it had run the query for the ticket (though I may be wrong in that assumption).

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 15:22, Jason Doran wrote:

> Hi,
> If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
> This has fixed quickly many performance issues on both RT and other
> web-based software we use. I run this every few weeks and apply suggested
> changes and then simply restart mysqld when things are quite.
> 
> Regards,
> Jason Doran
> Computer Centre
> NUI, Maynooth
> 
> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> 
>> Hi everyone,
>> 
>> I've raised this before, but we've had another look at it and still can't see how to improve things.
>> 
>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
>> 
>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
>> 
>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>> 
>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
>> 
>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
>> 
>> <span>Time to display: 24.996907</span>
>> 
>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
>> 
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.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 justin.hayes at openbet.com  Tue Jun 29 10:53:37 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 29 Jun 2010 15:53:37 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
Message-ID: <327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>

Seem to be quite a few things to look at Jason. Need to figure out what they all mean first.

Justin

-------- General Statistics --------------------------------------------------
[--] Skipped version check for MySQLTuner script
[OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
[OK] Operating on 64-bit architecture

-------- Storage Engine Statistics -------------------------------------------
[--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster 
[--] Data in MyISAM tables: 611M (Tables: 8)
[--] Data in InnoDB tables: 10G (Tables: 20)
[!!] Total fragmented tables: 21

-------- Performance Metrics -------------------------------------------------
[--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B)
[--] Reads / Writes: 98% / 2%
[--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
[!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
[OK] Slow queries: 0% (229K/110M)
[!!] Highest connection usage: 100%  (151/150)
[OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
[OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
[OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
[!!] Query cache prunes per day: 661360
[OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
[!!] Joins performed without indexes: 112714
[!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
[OK] Thread cache hit rate: 99% (1K created / 222K connections)
[OK] Table cache hit rate: 36% (318 open / 880 opened)
[OK] Open file limit used: 14% (166/1K)
[OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
[!!] InnoDB data size / buffer pool: 10.1G/8.0M

-------- Recommendations -----------------------------------------------------
General recommendations:
    Run OPTIMIZE TABLE to defragment tables for better performance
    Reduce your overall MySQL memory footprint for system stability
    Reduce or eliminate persistent connections to reduce connection usage
    Adjust your join queries to always utilize indexes
    When making adjustments, make tmp_table_size/max_heap_table_size equal
    Reduce your SELECT DISTINCT queries without LIMIT clauses
Variables to adjust:
  *** MySQL's maximum memory usage is dangerously high ***
  *** Add RAM before increasing MySQL buffer variables ***
    max_connections (> 150)
    wait_timeout (< 28800)
    interactive_timeout (< 28800)
    query_cache_size (> 16M)
    join_buffer_size (> 2.0M, or always use indexes with joins)
    tmp_table_size (> 128M)
    max_heap_table_size (> 64M)
    innodb_buffer_pool_size (>= 10G)


-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 15:22, Jason Doran wrote:

> Hi,
> If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
> This has fixed quickly many performance issues on both RT and other
> web-based software we use. I run this every few weeks and apply suggested
> changes and then simply restart mysqld when things are quite.
> 
> Regards,
> Jason Doran
> Computer Centre
> NUI, Maynooth
> 
> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> 
>> Hi everyone,
>> 
>> I've raised this before, but we've had another look at it and still can't see how to improve things.
>> 
>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
>> 
>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
>> 
>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>> 
>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
>> 
>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
>> 
>> <span>Time to display: 24.996907</span>
>> 
>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
>> 
>> 
>> Thanks,
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.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 openbet.com  Tue Jun 29 10:59:49 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 29 Jun 2010 15:59:49 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <1214B92276151C40B1DEBE7D142AD82F03CC8E5C@XVS01.dpu.depaul.edu>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com><D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<9C344868-1732-4459-8ED4-7924A396E790@openbet.com>
	<1214B92276151C40B1DEBE7D142AD82F03CC8E5C@XVS01.dpu.depaul.edu>
Message-ID: <57757E39-EF1A-4547-9795-A349DFBC172F@openbet.com>

Hi Nicola,

I've just tried upgrading from 3.8.4 which I've been on for ages, on the hope that it would be better, but isn't.

So I don't think it's something that has either been introduced or fixed by 3.8.8. I'll take a look at that index though.

Thanks,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 15:49, Foggi, Nicola wrote:

> 
> I did just have a problem with 3.8.8 and one of the indexes (didn't have the problem on 3.8.6 or below).  It turned out to be the index GROUPS2 on the Groups table... dropped the index, and performance was back to normal (pre 3.8.8)
> 
> Nicola
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com on behalf of Justin Hayes
> Sent: Tue 6/29/2010 9:28 AM
> To: Jason Doran
> Cc: rt Users
> Subject: Re: [rt-users] Slow Ticket History 3.8.8
> 
> Thanks Jason - I'll give that a go as well. We have got a large DB (~10gb) so keeping it tuned is definitely important.
> 
> However as stated the time seems to be lost in code, after I'd have thought it had run the query for the ticket (though I may be wrong in that assumption).
> 
> Cheers,
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 29 Jun 2010, at 15:22, Jason Doran wrote:
> 
> > Hi,
> > If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
> > This has fixed quickly many performance issues on both RT and other
> > web-based software we use. I run this every few weeks and apply suggested
> > changes and then simply restart mysqld when things are quite.
> >
> > Regards,
> > Jason Doran
> > Computer Centre
> > NUI, Maynooth
> >
> > On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> >
> >> Hi everyone,
> >>
> >> I've raised this before, but we've had another look at it and still can't see how to improve things.
> >>
> >> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
> >>
> >> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
> >> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
> >>
> >> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
> >>
> >> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
> >>
> >> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
> >>
> >> <span>Time to display: 24.996907</span>
> >>
> >> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
> >>
> >>
> >> Thanks,
> >>
> >> Justin
> >>
> >> -------------------------------------------------
> >> Justin Hayes
> >> OpenBet Support Manager
> >> justin.hayes at openbet.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 falcone at bestpractical.com  Tue Jun 29 11:00:37 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 29 Jun 2010 11:00:37 -0400
Subject: [rt-users] Limit users by a non-empty customfield
In-Reply-To: <4C29A0C4.9000409@desy.de>
References: <4C2873D9.7060505@desy.de> <20100628173724.GD848@jibsheet.com>
	<4C29A0C4.9000409@desy.de>
Message-ID: <20100629150037.GK848@jibsheet.com>

On Tue, Jun 29, 2010 at 09:29:08AM +0200, Wolfram Huettermann wrote:
> Kevin Falcone wrote:
> >On Mon, Jun 28, 2010 at 12:05:13PM +0200, Wolfram Huettermann wrote:
> >>   Hello,
> >>
> >>   I have got a user customfield called  MyComment and I want to filter all users where this
> >>   customfield is not empty. In my case,  it is of freefrom type. The function LimitToCustomField
> >>   does not work properly if I use
> >>
> >>   $User->LimiToCostumField("FIELD" => "MyComment",
> >>                              "OPERATOR" => "!=",
> >>                               "VALUE" => "");
> >
> >I assume you meant LimitCustomField, and that doesn't take a FIELD
> >argument
> >
> Yes, you are totally right.
> 
> But even this code:
> 
> $User->LimiToCostumField("CUSTOMFIELD" => "MyComment",
>                              "OPERATOR" => "!=",
>                               "VALUE" => "");
> 

You're still using the wrong method name.  There is no method
LimitToCustomField on Users objects.

-kevin
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From falcone at bestpractical.com  Tue Jun 29 11:01:58 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 29 Jun 2010 11:01:58 -0400
Subject: [rt-users] script : custom action by ticket creation or
 modification
In-Reply-To: <4C29C64F.7061.0039.1@loro.ch>
References: <4C29C64F.7061.0039.1@loro.ch>
Message-ID: <20100629150158.GL848@jibsheet.com>

On Tue, Jun 29, 2010 at 10:09:19AM +0200, Horst Kriegers wrote:
>    the following scrip works only "On transaction" but not wen a new ticket is created.
>    What is wrong ?

Your condition says "only work when this is a custom field change", it
doesn't consider Create types at all.

-kevin

>    - Condition : User Defined
>    - Custom condition :
> 
>    my $trans = $self->TransactionObj;
>    my $ticket = $self->TicketObj;
> 
>    if ($trans->Type eq 'CustomField') {
>      my $cf = new RT::CustomField($RT::SystemUser);
>      $cf->LoadByName(Queue => $ticket->QueueObj->id, Name => "Qualification securite");
>      return 0 unless $cf->id;
> 
>      if ($trans->Field == $cf->id && $trans->NewValue eq "Oui") {
>        return 1;
>      }
> 
>    }
>    return 0;
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From justin.hayes at openbet.com  Tue Jun 29 11:04:22 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 29 Jun 2010 16:04:22 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
Message-ID: <9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>

As a test we've just created a long ticket in an empty RT DB and it's very fast. So does look to be DB related - contrary to our earlier investigations.

I guess it must still access the DB resultset during the ticket rendering (which isn't how we thought it would work).

Time to tune the hell out of mysql then.......

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 29 Jun 2010, at 15:53, Justin Hayes wrote:

> Seem to be quite a few things to look at Jason. Need to figure out what they all mean first.
> 
> Justin
> 
> -------- General Statistics --------------------------------------------------
> [--] Skipped version check for MySQLTuner script
> [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
> [OK] Operating on 64-bit architecture
> 
> -------- Storage Engine Statistics -------------------------------------------
> [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster 
> [--] Data in MyISAM tables: 611M (Tables: 8)
> [--] Data in InnoDB tables: 10G (Tables: 20)
> [!!] Total fragmented tables: 21
> 
> -------- Performance Metrics -------------------------------------------------
> [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B)
> [--] Reads / Writes: 98% / 2%
> [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
> [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
> [OK] Slow queries: 0% (229K/110M)
> [!!] Highest connection usage: 100%  (151/150)
> [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
> [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
> [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
> [!!] Query cache prunes per day: 661360
> [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
> [!!] Joins performed without indexes: 112714
> [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
> [OK] Thread cache hit rate: 99% (1K created / 222K connections)
> [OK] Table cache hit rate: 36% (318 open / 880 opened)
> [OK] Open file limit used: 14% (166/1K)
> [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
> [!!] InnoDB data size / buffer pool: 10.1G/8.0M
> 
> -------- Recommendations -----------------------------------------------------
> General recommendations:
>    Run OPTIMIZE TABLE to defragment tables for better performance
>    Reduce your overall MySQL memory footprint for system stability
>    Reduce or eliminate persistent connections to reduce connection usage
>    Adjust your join queries to always utilize indexes
>    When making adjustments, make tmp_table_size/max_heap_table_size equal
>    Reduce your SELECT DISTINCT queries without LIMIT clauses
> Variables to adjust:
>  *** MySQL's maximum memory usage is dangerously high ***
>  *** Add RAM before increasing MySQL buffer variables ***
>    max_connections (> 150)
>    wait_timeout (< 28800)
>    interactive_timeout (< 28800)
>    query_cache_size (> 16M)
>    join_buffer_size (> 2.0M, or always use indexes with joins)
>    tmp_table_size (> 128M)
>    max_heap_table_size (> 64M)
>    innodb_buffer_pool_size (>= 10G)
> 
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 29 Jun 2010, at 15:22, Jason Doran wrote:
> 
>> Hi,
>> If you are using mysqld have a look at "mysqltuner.pl" perl script (google)
>> This has fixed quickly many performance issues on both RT and other
>> web-based software we use. I run this every few weeks and apply suggested
>> changes and then simply restart mysqld when things are quite.
>> 
>> Regards,
>> Jason Doran
>> Computer Centre
>> NUI, Maynooth
>> 
>> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
>> 
>>> Hi everyone,
>>> 
>>> I've raised this before, but we've had another look at it and still can't see how to improve things.
>>> 
>>> We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs.
>>> 
>>> We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket.
>>> We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success.
>>> 
>>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
>>> 
>>> I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow.
>>> 
>>> Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g.
>>> 
>>> <span>Time to display: 24.996907</span>
>>> 
>>> Can anyone share some numbers from theirs for longer tickets? It would be really appreciated.
>>> 
>>> 
>>> Thanks,
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.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  Tue Jun 29 11:08:02 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 29 Jun 2010 11:08:02 -0400
Subject: [rt-users] Upgrading from RT 3.6.5
In-Reply-To: <16080B6460E00C4A881395258161C50402FB1F7852@mail.bccmh.net>
References: <16080B6460E00C4A881395258161C50402FB1F771F@mail.bccmh.net>
	<AANLkTimKRGNM8tjfFVvfEVk2NXbqOGTwKqAD_hse8Aox@mail.gmail.com>
	<16080B6460E00C4A881395258161C50402FB1F7852@mail.bccmh.net>
Message-ID: <20100629150802.GM848@jibsheet.com>

On Tue, Jun 29, 2010 at 10:42:44AM -0400, Patton, Brandon wrote:
> I'm in the process of trying to upgrade now and I've gotten to the part of updating the database and I get the following error. Can anyone help me?
> 
> 
> root at nethealth:/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:   rtdb
> User:   rtuser
> DBA:    root
> Couldn't finish 'upgrade' step.
> 
> ERROR: Couldn't read dir './etc/upgrade' with upgrade data

The error message is telling you that there is no /opt/rt3/sbin/etc/upgrade directory
You need to run the command from a higher directory, or optionally you
could explicity pass --datadir.
Usually you run this from the unpacked tarball that you ran make
upgrade from.

-kevin


> 
> The upgrade directory is there, not sure why it can't read it. Of course, I'm not an expert on permissions either.
> 
> root at nethealth:/opt/rt3/etc# ls -l
> total 196
> -r--------  1 root          www              90 2010-06-28 15:53 acl.Informix
> -r--------  1 root          www             859 2010-06-28 15:53 acl.mysql
> -r--------  1 root          www              27 2010-06-28 15:53 acl.Oracle
> -r--------  1 root          www            1912 2010-06-28 15:53 acl.Pg
> -r--------  1 root          www             232 2010-06-28 15:53 acl.Sybase
> -r--------  1 root          www           22776 2010-06-28 15:53 initialdata
> -r--r-----  1 root          www           46335 2010-06-28 15:53 RT_Config.pm
> -rw-r-----  1 root          www            1027 2010-06-28 16:11 RT_SiteConfig.pm
> -r--------  1 root          www           10518 2010-06-28 15:53 schema.Informix
> -r--------  1 root          www           13236 2010-06-28 15:53 schema.mysql-4.0
> -r--------  1 root          www           14164 2010-06-28 15:53 schema.mysql-4.1
> -r--------  1 root          www           11776 2010-06-28 15:53 schema.Oracle
> -r--------  1 root          www           13904 2010-06-28 15:53 schema.Pg
> -r--------  1 root          www           10769 2010-06-28 15:53 schema.SQLite
> -r--------  1 root          www           11550 2010-06-28 15:53 schema.Sybase
> drwxr-xr-x 25 administrator administrator  4096 2010-06-28 15:52 upgrade
> 
> 
> 
> 
> 
> 
> 
> 
> 
> -----Original Message-----
> From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
> Sent: Friday, June 25, 2010 2:14 PM
> To: Patton, Brandon
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading from RT 3.6.5
> 
> Ungh, Ubuntu as a server.
> 
> Leaving that aside, simply use the package manager (something like
> Synaptic in the GUI) to check where the files for the rt package are
> installed.
> Back those up if you have concerns about possible customizations done
> to core instead of local code. Backup your database. Then:
> 
> A) Update your system to something more modern, and install the
> corresponding rt package
> B) Download the source tarball from Best Practical, and follow the
> enclosed directions
> 
> P.S. /opt/rt3 is the default path, for some reason several
> distributions like Ubuntu like to shove stuff under
> /usr/local/packageName and give users longer pathnames to deal with.
> 
> 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  Tue Jun 29 12:54:49 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 29 Jun 2010 09:54:49 -0700
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>
Message-ID: <AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>

Justin,

I didn't see this mentioned and may have missed it, but are you displaying
attachements inline? That might cut back on the I/O for History. Just a
thought.

Kenn
LBNL

On Tue, Jun 29, 2010 at 8:04 AM, Justin Hayes <justin.hayes at openbet.com>wrote:

> As a test we've just created a long ticket in an empty RT DB and it's very
> fast. So does look to be DB related - contrary to our earlier
> investigations.
>
> I guess it must still access the DB resultset during the ticket rendering
> (which isn't how we thought it would work).
>
> Time to tune the hell out of mysql then.......
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 29 Jun 2010, at 15:53, Justin Hayes wrote:
>
> > Seem to be quite a few things to look at Jason. Need to figure out what
> they all mean first.
> >
> > Justin
> >
> > -------- General Statistics
> --------------------------------------------------
> > [--] Skipped version check for MySQLTuner script
> > [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
> > [OK] Operating on 64-bit architecture
> >
> > -------- Storage Engine Statistics
> -------------------------------------------
> > [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
> > [--] Data in MyISAM tables: 611M (Tables: 8)
> > [--] Data in InnoDB tables: 10G (Tables: 20)
> > [!!] Total fragmented tables: 21
> >
> > -------- Performance Metrics
> -------------------------------------------------
> > [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B,
> RX: 39B)
> > [--] Reads / Writes: 98% / 2%
> > [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
> > [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
> > [OK] Slow queries: 0% (229K/110M)
> > [!!] Highest connection usage: 100%  (151/150)
> > [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
> > [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
> > [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
> > [!!] Query cache prunes per day: 661360
> > [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
> > [!!] Joins performed without indexes: 112714
> > [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
> > [OK] Thread cache hit rate: 99% (1K created / 222K connections)
> > [OK] Table cache hit rate: 36% (318 open / 880 opened)
> > [OK] Open file limit used: 14% (166/1K)
> > [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
> > [!!] InnoDB data size / buffer pool: 10.1G/8.0M
> >
> > -------- Recommendations
> -----------------------------------------------------
> > General recommendations:
> >    Run OPTIMIZE TABLE to defragment tables for better performance
> >    Reduce your overall MySQL memory footprint for system stability
> >    Reduce or eliminate persistent connections to reduce connection usage
> >    Adjust your join queries to always utilize indexes
> >    When making adjustments, make tmp_table_size/max_heap_table_size equal
> >    Reduce your SELECT DISTINCT queries without LIMIT clauses
> > Variables to adjust:
> >  *** MySQL's maximum memory usage is dangerously high ***
> >  *** Add RAM before increasing MySQL buffer variables ***
> >    max_connections (> 150)
> >    wait_timeout (< 28800)
> >    interactive_timeout (< 28800)
> >    query_cache_size (> 16M)
> >    join_buffer_size (> 2.0M, or always use indexes with joins)
> >    tmp_table_size (> 128M)
> >    max_heap_table_size (> 64M)
> >    innodb_buffer_pool_size (>= 10G)
> >
> >
> > -------------------------------------------------
> > Justin Hayes
> > OpenBet Support Manager
> > justin.hayes at openbet.com
> >
> > On 29 Jun 2010, at 15:22, Jason Doran wrote:
> >
> >> Hi,
> >> If you are using mysqld have a look at "mysqltuner.pl" perl script
> (google)
> >> This has fixed quickly many performance issues on both RT and other
> >> web-based software we use. I run this every few weeks and apply
> suggested
> >> changes and then simply restart mysqld when things are quite.
> >>
> >> Regards,
> >> Jason Doran
> >> Computer Centre
> >> NUI, Maynooth
> >>
> >> On 29 Jun 2010, at 14:09, Justin Hayes wrote:
> >>
> >>> Hi everyone,
> >>>
> >>> I've raised this before, but we've had another look at it and still
> can't see how to improve things.
> >>>
> >>> We put a lot of comments/replies in our tickets. Often there can be
> 50-100 entries in a ticket, mostly plain text. Loading such a ticket can
> take 10-20secs.
> >>>
> >>> We don't have any slow queries - all the time seems to be in the code
> rendering the history of the ticket.
> >>> We've had a go at stripping functions out of ShowHistory,
> ShowTransaction and ShowTransactionAttachmments but not had much success.
> >>>
> >>> FWIW our RT runs on quad 3ghz Xeons with 8gb of ram.
> >>>
> >>> I'd like to try and determine if we're just slow, or if this is just
> how long RT takes. Maybe perl is just slow.
> >>>
> >>> Can anyone shed any light on how long it takes them to render long
> tickets in their systems? If you look at the page source it gives you a
> value e.g.
> >>>
> >>> <span>Time to display: 24.996907</span>
> >>>
> >>> Can anyone share some numbers from theirs for longer tickets? It would
> be really appreciated.
> >>>
> >>>
> >>> Thanks,
> >>>
> >>> Justin
> >>>
> >>> -------------------------------------------------
> >>> Justin Hayes
> >>> OpenBet Support Manager
> >>> justin.hayes at openbet.com
> >>>
> >>>
> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.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  Tue Jun 29 13:01:17 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 29 Jun 2010 10:01:17 -0700
Subject: [rt-users] SetPriority oddities.
In-Reply-To: <4C29F7F5.8050303@govcert.dk>
References: <4C29F7F5.8050303@govcert.dk>
Message-ID: <AANLkTilmLnB2Y0XUGxJ4MJl5ftE6TINsxiiVD76senV5@mail.gmail.com>

Marc,

I could be wrong but I suspect that what you are seeing after you made a
change has to do with what is in cache.

Your scrip code was for "Cleanup" so after RT made your change to 100, the
"Cleanup" scrip came along and changed it back to 50, but cache still has
what you TYPED into that field.

That's my best guess. Hope it helps.

Kenn
LBNL

On Tue, Jun 29, 2010 at 6:41 AM, Marc Andersen <maa at govcert.dk> wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Hi everyone
>
> I've been trying to wrap my head around RT for a couple of days now
> (actually RT-IR).
> Currently I am trying to add some business logic (yes...scrips :) ).
>
> I noted some oddities while trying to set my priority field using custom
> fields. I can essentially get it to work, but I have not been able to
> figure out why I run into the problem below.
>
> So I made up a very simple scrip to illustrate my point:
>
> Condition: on Transaction
> Action: User defined
> Global Template: Blank
> Stage: Transaction Batch
>
> Custom action cleanup code:
> $self->TicketObj->SetPriority (50);
>
>
> Then I set about to test it:
>
> 1)
> Create ticket --> ticket gets created and priority is 50.
>
> 2)
> Edit ticket --> I update anything but the priority in the ticket, just
> to trigger the script. For instance by changing the tickets subject. -->
> Save changes -->  Priority remains 50.
>
> 3)
> Edit ticket --> this time I update the priority field and set it to,
> say, 100. The expected outcome: priority will be set to 50 by the script
> - --> Save changes --> actual outcome: the priority field _seems_ to be
> set to 100, although the script was triggered (confirmed by using
> RT::Logger).
>
> 4)
> Now this is where I get confused. Somehow, my script was overruled in
> 3). However, as soon as I access the ticket again by navigating to the
> ticket, i.e. clicking on display or selecting the ticket in the left
> menu bar or otherwise navigating around, the priority will be at 50,
> without my scrip running again.
>
> So my guess is, that my script actually saved the right priority in the
> database, but didn't update some essential object when displaying the
> ticket right after pressing 'Save Changes'
>
> Does anybody know what is happening here?
>
> Please bear in mind that the scrip here just illustrates my point and is
> not the actual final scrip I want to use in production (which would be
> setting the priority through several custom fields).
>
> Hope somebody has an answer.
>
> regards
> - --
> Marc Andersen
> IT Security Analyst
>
> The Danish GovCERT
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.10 (GNU/Linux)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/
>
> iQEcBAEBAgAGBQJMKff0AAoJEOI5XK2IuGDrhHgH/AwO+91nGJtPuLKyPN0DcKQ3
> OTkwTKZDOaxXg29y7XQ8bp36ulB28SWKLRycnXsuw5+UCRvIEtyrdf8E7vra9exB
> ljKyos/13IvvI7oRcWSOvtB4tBxXH2Bd14h7gOZ9UhX3MKyQCdSZAhEl0t2CGhKd
> 4vb9ie0fCcY+k0TAZd5mtMYZUR4w5CH7t99hUe2TIwpRjNmzx6pzyVGkC8Nl8+ym
> 0eKw4h26WEvOEHsPHVNWXT/iWo3/0UjrPV/r5vNSA9R+dhfPf5BBfw6dp+6N1zyL
> XCPpTXXP/KHscRvmjws9GpouhDw5cdobXBqlX0zfMdd7kFDuFggOjpeGsiMBsmQ=
> =ZDm1
> -----END PGP SIGNATURE-----
>
> 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  Tue Jun 29 13:06:36 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 29 Jun 2010 10:06:36 -0700
Subject: [rt-users] RT::Authen::ExternalAuth and privileged users
In-Reply-To: <4c2913b6.11a4.698.505b@cnc.bc.ca>
References: <4c2913b6.11a4.698.505b@cnc.bc.ca>
Message-ID: <AANLkTile1-ehPsoUIRPdBz5Uxc6IgKzt-gMnikNZoleO@mail.gmail.com>

Oeter,

What Kevin said is what you need.

"nor can I add them to groups" - You can only add Privileged Users to a
group

Kenn
LBNL.



On Mon, Jun 28, 2010 at 2:27 PM, Kevin Gagel <gagel at cnc.bc.ca> wrote:

>  Peter,
>
> Look into:
> Set($WebExternalAuto,1);
> Set($AutoCreate,{Privileged=>0});
>
> It's one or both that you need. These are my settings and my users are auto
> created for me.
>
>
> Kevin W. Gagel
> Network Administrator
> College of New Caledonia
> My Blog:
> http://mail.cnc.bc.ca/blogs/gagel
> My Shared Files:
> http://mail.cnc.bc.ca/users/gagel
>
>
> On Monday 28/06/2010 at 2:24 pm, Peter Andersen wrote:
>
>   I currently have RT 3.8.6 working with RT::Authen::ExternalAuth to the
> point where it allows me to authenticate and access the Self Service page
> but I am stuck getting with all users being unprivileged.  Users I create
> inside RT can be privileged but none of the external users are privileged
> nor can I add them to groups.
>
>   I see references to autocreate users but am unable to get any creation to
> happen with ExternalAuth.  Do I need to use RT::Extension::LDAPImport to
> create user accounts before I can move forward?  What options do I need to
> look into for auto creating users?  Can I set all my external users to
> privileged (not the best idea)?
>
>   RT is running on Gentoo Linux with Apache2/fast_cgi, perl 5.10.1
> threaded, RT::Authen::ExternalAuth 0.08 and connects to a Win2003 AD.  I am
> not attached to 3.8.6 so replacing with 3.8.8 is an option.
>
>
>  ------------------------------
>
> The College of New Caledonia
> Visit us at http://www.cnc.bc.ca
> *Virus scanning is done on all incoming and outgoing email
> Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca *
> ------------------------------
>
>
> 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.johnson at accre.vanderbilt.edu  Tue Jun 29 14:25:21 2010
From: charles.johnson at accre.vanderbilt.edu (Charles Johnson)
Date: Tue, 29 Jun 2010 13:25:21 -0500
Subject: [rt-users] RESOLVED: Re:  Custom scrip: Ticket created,
	but commit fails.
In-Reply-To: <20100624193822.GM512@jibsheet.com>
References: <748580BC-62B8-4DFE-B510-394FC33BD732@accre.vanderbilt.edu>
	<20100624193822.GM512@jibsheet.com>
Message-ID: <FB06BE83-1469-46F8-8F5D-6F3124E409E6@accre.vanderbilt.edu>

Pardon the top posting, but I feel that I have worked around the  
problem we had with failing commits on ticket creation. Here is what I  
did.

We first upgraded to the latest stable version of mod_perl for CentOS  
5.2.

Second, we changed to custom cleanup code to use IPC::System::Simple  
and usied a systemx() call, rather than system(). The advantage is  
that systemx() does not invoke a new shell and swallows all stdout/ 
stderr and return values from the invoked binary. This seems to keep  
mod_perl happy as well as RT. Here is the new custom cleanup code:

{
    use IPC::System::Simple qw(system systemx);
    my $myId       = $self->TicketObj->EffectiveId;
    my $mySubject  = $self->TicketObj->Subject;

    my $binret = '';
    my $binary = '/home/alarmpoint/alarmpointsystems/integrationagent/ 
bin/APClient.bin';

    $binret = systemx($binary, '--map-data', 'vanderbilt', 'Cluster  
Group', $mySubject, 'RT', "RT $myId");

   1;
}

I hope this helps someone else. It works for us.

Cheers--

Charles

On Jun 24, 2010, at 2:38 PM, Kevin Falcone wrote:

> On Thu, Jun 24, 2010 at 11:19:00AM -0500, Charles Johnson wrote:
>> Badly needing help. This is a script to call a binary that sends
>> data to a webservice. The binary simply accepts the data and
>> returns.
>>
>> rt version: 3.8.1
>> OS version CentOS 5.2
>
> If you're using mod_perl, Ruslan found some really excellent bugs with
> running system commands under it.  If you can come up to 3.8.8, that
> may fix it for you
>
> -kevin
>
>> First, here is the error message:
>>
>> Jun 24 10:51:32 helpdesk RT: Ticket 9261 created in queue
>> 'ClusterSupport' by johns276
>> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>> Jun 24 10:51:32 helpdesk RT: Attempted to commit a transaction with
>> none in progress at
>> /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 747
>> 	DBIx
>> ::SearchBuilder::Handle::EndTransaction('RT::Handle=HASH(0xba695a0)',
>> 'Action', 'commit', 'Force', 'undef') called at /usr/lib/perl5/
>> site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 780 	
>> DBIx::SearchBuilder::Handle::Commit('RT::Handle=HASH(0xba695a0)')
>> called at /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 675 	
>> RT::Ticket::Create('RT::Ticket=HASH(0xc8b8798)', 'Requestor',
>> 'ARRAY(0xc8a4df4)', 'DependsOn', 'ARRAY(0xc8bb6b8)', 'Cc',
>> 'ARRAY(0xc8c1034)', 'RefersTo', 'ARRAY(0xc8bb7f0)', ...) called at /
>> opt/rt3/bin/../local/lib/RT/Interface/Email/Filter/TakeAction.pm
>> line 501 	
>> RT::Interface::Email::Filter::TakeAction::GetCurrentUser('Message',
>> 'MIME::Entity=HASH(0xc8af7fc)', 'RawMessageRef',
>> 'SCALAR(0xc8afdc0)', 'CurrentUser',
>> 'RT::CurrentUser=HASH(0xc862d80)', 'AuthLevel', 1, 'Action', ...)
>> called at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 1274 	RT::
>>
>> The ticket is created but the commit fails. An attempt to view the
>> ticket produces this error message: "Could not load ticket 9261"
>>
>> Here is the scrip. It is attached to a particular queue
>> (CustomerSupport).
>>
>> # Condition: User defined
>> if ($self->TransactionObj->Type eq 'Create')  {
>>     return (1);
>> }
>>
>> # Action: User Defined
>> # Custom action preparation code: Do nothing with the ticket
>> 1;
>>
>> # Custom action cleanup code:
>> {
>>   my $myId       = $self->TicketObj->EffectiveId;
>>   my $mySubject  = $self->TicketObj->Subject;
>>
>>   my $binary =
>> '/home/alarmpoint/alarmpointsystems/integrationagent/
>> bin/APClient.bin';
>>   system($binary, '--map-data', 'vanderbilt', 'Cluster Group',
>> $mySubject, 'RT', "RT $myId");
>>
>>  1;
>> }
>>
>> #Template: Global Template: Blank
>>
>> Any suggestions would be appreciated. The message is actually send
>> to the webservice, since we can log in to the remote server and see
>> that the data was sent appropriately. However, RT balks.
>>
>> Thanks.
>>
>> ~Charles~
>>
>> --
>> Charles Johnson, Vanderbilt University
>> Advanced Computing Center for Research and Education
>> Office: 615-343-4134
>> Cell: 615-478-5743
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

--
Charles Johnson, Vanderbilt University
Advanced Computing Center for Research & Education
Mailing Address:  Peabody #34, 230 Appleton Place, Nashville, TN 37203
Shipping Address: 1231 18th Avenue South, Hill Center, Suite 143,  
Nashville, TN 37212
Office: 615-343-4134
Cell: 615-478-5743
Fax: 615-343-7216



From Brandon.Patton at aspireindiana.org  Tue Jun 29 14:50:00 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Tue, 29 Jun 2010 14:50:00 -0400
Subject: [rt-users] Upgrading from RT 3.6.5
In-Reply-To: <16080B6460E00C4A881395258161C50402FB1F7852@mail.bccmh.net>
References: <16080B6460E00C4A881395258161C50402FB1F771F@mail.bccmh.net>
	<AANLkTimKRGNM8tjfFVvfEVk2NXbqOGTwKqAD_hse8Aox@mail.gmail.com>
	<16080B6460E00C4A881395258161C50402FB1F7852@mail.bccmh.net>
Message-ID: <16080B6460E00C4A881395258161C50402FB1F7895@mail.bccmh.net>

Ok, I'm getting closer and closer to getting this to work but having a problem with the Apache setup. I have created the config for Apache as shown by numerous examples but no matter which example I follow, I get the following error trying to start Apache:

Can't load Perl file: /opt/rt3/bin/webmux.pl

If I uncomment the "PerlRequire" line apache will start and I get the website with the "Your Almost There!" message.

Here is the config info I'm using for Apache

<VirtualHost *>
ServerName nethealth
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache2 Apache::compat
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
ErrorLog /opt/rt3/var/log/apache2.error

<Location />
        SetHandler perl-script
        PerlHandler RT::Mason
</Location>
</VirtualHost>



OS: Ubuntu 8.04.0
MySQL 5.0.51
PostFix Mail 2.54
Apache 2.28
Request Tacker: 3.8.8


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patton, Brandon
Sent: Tuesday, June 29, 2010 10:43 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from RT 3.6.5

I'm in the process of trying to upgrade now and I've gotten to the part of updating the database and I get the following error. Can anyone help me?


root at nethealth:/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:   rtdb
User:   rtuser
DBA:    root
Couldn't finish 'upgrade' step.

ERROR: Couldn't read dir './etc/upgrade' with upgrade data




The upgrade directory is there, not sure why it can't read it. Of course, I'm not an expert on permissions either.

root at nethealth:/opt/rt3/etc# ls -l
total 196
-r--------  1 root          www              90 2010-06-28 15:53 acl.Informix
-r--------  1 root          www             859 2010-06-28 15:53 acl.mysql
-r--------  1 root          www              27 2010-06-28 15:53 acl.Oracle
-r--------  1 root          www            1912 2010-06-28 15:53 acl.Pg
-r--------  1 root          www             232 2010-06-28 15:53 acl.Sybase
-r--------  1 root          www           22776 2010-06-28 15:53 initialdata
-r--r-----  1 root          www           46335 2010-06-28 15:53 RT_Config.pm
-rw-r-----  1 root          www            1027 2010-06-28 16:11 RT_SiteConfig.pm
-r--------  1 root          www           10518 2010-06-28 15:53 schema.Informix
-r--------  1 root          www           13236 2010-06-28 15:53 schema.mysql-4.0
-r--------  1 root          www           14164 2010-06-28 15:53 schema.mysql-4.1
-r--------  1 root          www           11776 2010-06-28 15:53 schema.Oracle
-r--------  1 root          www           13904 2010-06-28 15:53 schema.Pg
-r--------  1 root          www           10769 2010-06-28 15:53 schema.SQLite
-r--------  1 root          www           11550 2010-06-28 15:53 schema.Sybase
drwxr-xr-x 25 administrator administrator  4096 2010-06-28 15:52 upgrade









-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Friday, June 25, 2010 2:14 PM
To: Patton, Brandon
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from RT 3.6.5

Ungh, Ubuntu as a server.

Leaving that aside, simply use the package manager (something like
Synaptic in the GUI) to check where the files for the rt package are
installed.
Back those up if you have concerns about possible customizations done
to core instead of local code. Backup your database. Then:

A) Update your system to something more modern, and install the
corresponding rt package
B) Download the source tarball from Best Practical, and follow the
enclosed directions

P.S. /opt/rt3 is the default path, for some reason several
distributions like Ubuntu like to shove stuff under
/usr/local/packageName and give users longer pathnames to deal with.

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


From mark.jenks at iodincorporated.com  Tue Jun 29 17:10:01 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Tue, 29 Jun 2010 16:10:01 -0500
Subject: [rt-users] RTFM issue.
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0B1D2A97@imcmail2.imcwi.com>

I have RTFM 2.4.2 installed and seems to be mostly working correctly.
But I can't finish setting it up to see.

 

I don't have a place to put comments into the FAQ, so the notes that I
found was to create a custom field.

I have a Custom field called "Body", Fill in one text area, applies to
RTFM, and group rights are all set up.

 

When I click on the "Applies to" and get the error:

 

could not find component for path
'/Elements/RT__FM__ClassCollection/ColumnMap'

 

Thanks!

 

 

----------------------------------------------------------------

Mark Jenks

Network Administrator

iod incorporated

mark.jenks at iodincorporated.com <mailto:mark.jenks at iodincorporated.com> 

920-406-3702

 


CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
privileged, confidential and otherwise protected from disclosure.  If the reader of this message is not the 
intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
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From francois at catalyst.net.nz  Tue Jun 29 22:06:00 2010
From: francois at catalyst.net.nz (Francois Marier)
Date: Wed, 30 Jun 2010 14:06:00 +1200
Subject: [rt-users] QuickSpamHandler.tgz
Message-ID: <1277863560.23086.165.camel@lynch.wgtn.cat-it.co.nz>

Do anybody have a copy of the QuickSpamHandler.tgz tarball that is
referenced from http://wiki.bestpractical.com/view/SpamFiltering ?

I have used it before and I was hoping to install it on a new RT
instance but unfortunately I can't find the tarball anywhere :(

Cheers,
Francois



From michelle at sorbs.net  Wed Jun 30 03:13:17 2010
From: michelle at sorbs.net (Michelle Sullivan)
Date: Wed, 30 Jun 2010 09:13:17 +0200
Subject: [rt-users] Ticket/User creation
Message-ID: <4C2AEE8D.5060002@sorbs.net>

Is there and API available in 3.6 or 3.8 so that I can create a ticket
and get the ticket number (and create a user if necessary).

Currently I have a web interface that collects data, sets up an email
with the required support information and sends it to a Queue Input address.

I'd like to get the ticket number and connect directly to the RT
interface/DB to do the job and collect the ticket number so I can put in
references to the ticket into the other DB (my DB) so that we can see
all RT support tickets linked to a specific issue.  I'd be happy to
continue to do this via email, but it would be better to get a direct link.

If there is can someone point me to the docs (preferably with a simple
example) please?


Thanks,

Michelle


From lists at kimp.org  Wed Jun 30 03:55:54 2010
From: lists at kimp.org (Kim Pedersen)
Date: Wed, 30 Jun 2010 03:55:54 -0400
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>	<D89FAB13-3F44-44C3-916D-E269560901D5@nuim.ie>
	<327C75F4-A39D-4247-8810-2AE82B02B677@openbet.com>
Message-ID: <4C2AF88A.3070407@kimp.org>


Hi Justin,

Our RT instance is much smaller than yours, but we had very similar 
problems.

Optimizing MySQL using the output from the tuner script made nearly all 
the speed issues go away.

The one remaining issue we had with slow queries was resolved after the 
upgrade to 3.8.8


Your key buffer size looks like overkill - probably want to reduce that, 
and you have many joins done without indexes - that's a performance killer.

Your InnoDB memory allocation looks like it needs to be increasing.

Overall I'd say your database performance is skewed towards ISAM 
performance and not InnoDB (Which is what RT3 uses by default)


Kim


On 2010-06-29 10:53, Justin Hayes wrote:
> Seem to be quite a few things to look at Jason. Need to figure out what they all mean first.
>
> Justin
>
> -------- General Statistics --------------------------------------------------
> [--] Skipped version check for MySQLTuner script
> [OK] Currently running supported MySQL version 5.1.37-1ubuntu5.4-log
> [OK] Operating on 64-bit architecture
>
> -------- Storage Engine Statistics -------------------------------------------
> [--] Status: -Archive -BDB -Federated +InnoDB -ISAM -NDBCluster
> [--] Data in MyISAM tables: 611M (Tables: 8)
> [--] Data in InnoDB tables: 10G (Tables: 20)
> [!!] Total fragmented tables: 21
>
> -------- Performance Metrics -------------------------------------------------
> [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B)
> [--] Reads / Writes: 98% / 2%
> [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads)
> [!!] Maximum possible memory usage: 20.3G (262% of installed RAM)
> [OK] Slow queries: 0% (229K/110M)
> [!!] Highest connection usage: 100%  (151/150)
> [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M
> [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads)
> [OK] Query cache efficiency: 71.4% (76M cached / 107M selects)
> [!!] Query cache prunes per day: 661360
> [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts)
> [!!] Joins performed without indexes: 112714
> [!!] Temporary tables created on disk: 33% (968K on disk / 2M total)
> [OK] Thread cache hit rate: 99% (1K created / 222K connections)
> [OK] Table cache hit rate: 36% (318 open / 880 opened)
> [OK] Open file limit used: 14% (166/1K)
> [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks)
> [!!] InnoDB data size / buffer pool: 10.1G/8.0M
>
> -------- Recommendations -----------------------------------------------------
> General recommendations:
>      Run OPTIMIZE TABLE to defragment tables for better performance
>      Reduce your overall MySQL memory footprint for system stability
>      Reduce or eliminate persistent connections to reduce connection usage
>      Adjust your join queries to always utilize indexes
>      When making adjustments, make tmp_table_size/max_heap_table_size equal
>      Reduce your SELECT DISTINCT queries without LIMIT clauses
> Variables to adjust:
>    *** MySQL's maximum memory usage is dangerously high ***
>    *** Add RAM before increasing MySQL buffer variables ***
>      max_connections (>  150)
>      wait_timeout (<  28800)
>      interactive_timeout (<  28800)
>      query_cache_size (>  16M)
>      join_buffer_size (>  2.0M, or always use indexes with joins)
>      tmp_table_size (>  128M)
>      max_heap_table_size (>  64M)
>      innodb_buffer_pool_size (>= 10G)
>
>    



From francois at catalyst.net.nz  Wed Jun 30 05:34:54 2010
From: francois at catalyst.net.nz (Francois Marier)
Date: Wed, 30 Jun 2010 21:34:54 +1200
Subject: [rt-users] QuickSpamHandler.tgz
In-Reply-To: <1277863560.23086.165.camel@lynch.wgtn.cat-it.co.nz>
References: <1277863560.23086.165.camel@lynch.wgtn.cat-it.co.nz>
Message-ID: <1277890494.23086.180.camel@lynch.wgtn.cat-it.co.nz>

On Wed, 2010-06-30 at 14:06 +1200, Francois Marier wrote:
> Do anybody have a copy of the QuickSpamHandler.tgz tarball that is
> referenced from http://wiki.bestpractical.com/view/SpamFiltering ?

In case anybody else is looking for this, I found a very similar
extension:

http://search.cpan.org/~ruz/RT-Extension-ReportSpam-0.02/lib/RT/Extension/ReportSpam.pm

I've added a link to it on the wiki.

Cheers,
Francois



From Brandon.Patton at aspireindiana.org  Wed Jun 30 10:13:34 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Wed, 30 Jun 2010 10:13:34 -0400
Subject: [rt-users] webmux.pl error - Apache won't start
Message-ID: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>

Found another error in the apache2 logfile showing this error when trying to start apache2.

Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136.
Compilation failed in require at (eval 242) line 1.

This is the other error I have:

Can't load Perl file: /opt/rt3/bin/webmux.pl



Can someone please help me? I really need to get this up and running. More details can be found below from previous emails.
Thanks!




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patton, Brandon
Sent: Tuesday, June 29, 2010 2:50 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from RT 3.6.5

Ok, I'm getting closer and closer to getting this to work but having a problem with the Apache setup. I have created the config for Apache as shown by numerous examples but no matter which example I follow, I get the following error trying to start Apache:

Can't load Perl file: /opt/rt3/bin/webmux.pl

If I uncomment the "PerlRequire" line apache will start and I get the website with the "Your Almost There!" message.

Here is the config info I'm using for Apache

<VirtualHost *>
ServerName nethealth
DocumentRoot /opt/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache2 Apache::compat
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
ErrorLog /opt/rt3/var/log/apache2.error

<Location />
        SetHandler perl-script
        PerlHandler RT::Mason
</Location>
</VirtualHost>



OS: Ubuntu 8.04.0
MySQL 5.0.51
PostFix Mail 2.54
Apache 2.28
Request Tacker: 3.8.8


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patton, Brandon
Sent: Tuesday, June 29, 2010 10:43 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from RT 3.6.5

I'm in the process of trying to upgrade now and I've gotten to the part of updating the database and I get the following error. Can anyone help me?


root at nethealth:/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:   rtdb
User:   rtuser
DBA:    root
Couldn't finish 'upgrade' step.

ERROR: Couldn't read dir './etc/upgrade' with upgrade data




The upgrade directory is there, not sure why it can't read it. Of course, I'm not an expert on permissions either.

root at nethealth:/opt/rt3/etc# ls -l
total 196
-r--------  1 root          www              90 2010-06-28 15:53 acl.Informix
-r--------  1 root          www             859 2010-06-28 15:53 acl.mysql
-r--------  1 root          www              27 2010-06-28 15:53 acl.Oracle
-r--------  1 root          www            1912 2010-06-28 15:53 acl.Pg
-r--------  1 root          www             232 2010-06-28 15:53 acl.Sybase
-r--------  1 root          www           22776 2010-06-28 15:53 initialdata
-r--r-----  1 root          www           46335 2010-06-28 15:53 RT_Config.pm
-rw-r-----  1 root          www            1027 2010-06-28 16:11 RT_SiteConfig.pm
-r--------  1 root          www           10518 2010-06-28 15:53 schema.Informix
-r--------  1 root          www           13236 2010-06-28 15:53 schema.mysql-4.0
-r--------  1 root          www           14164 2010-06-28 15:53 schema.mysql-4.1
-r--------  1 root          www           11776 2010-06-28 15:53 schema.Oracle
-r--------  1 root          www           13904 2010-06-28 15:53 schema.Pg
-r--------  1 root          www           10769 2010-06-28 15:53 schema.SQLite
-r--------  1 root          www           11550 2010-06-28 15:53 schema.Sybase
drwxr-xr-x 25 administrator administrator  4096 2010-06-28 15:52 upgrade









-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Friday, June 25, 2010 2:14 PM
To: Patton, Brandon
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Upgrading from RT 3.6.5

Ungh, Ubuntu as a server.

Leaving that aside, simply use the package manager (something like
Synaptic in the GUI) to check where the files for the rt package are
installed.
Back those up if you have concerns about possible customizations done
to core instead of local code. Backup your database. Then:

A) Update your system to something more modern, and install the
corresponding rt package
B) Download the source tarball from Best Practical, and follow the
enclosed directions

P.S. /opt/rt3 is the default path, for some reason several
distributions like Ubuntu like to shove stuff under
/usr/local/packageName and give users longer pathnames to deal with.

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.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 Jun 30 10:26:39 2010
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 30 Jun 2010 16:26:39 +0200
Subject: [rt-users] webmux.pl error - Apache won't start
In-Reply-To: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>
References: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>
Message-ID: <4C2B541F.4080106@mococo.nl>

Patton, Brandon wrote:
> Found another error in the apache2 logfile showing this error when trying to start apache2.
> 
> Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136.
> Compilation failed in require at (eval 242) line 1.
> 
> This is the other error I have:
> 
> Can't load Perl file: /opt/rt3/bin/webmux.pl
> 
Did you run 'make testdeps' ??

Might be that rt-3.8.8 needs newer versions of installed modules or even 
need new modules that currently not installed.

Regards,

Joop


From Brandon.Patton at aspireindiana.org  Wed Jun 30 10:30:22 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Wed, 30 Jun 2010 10:30:22 -0400
Subject: [rt-users] webmux.pl error - Apache won't start
In-Reply-To: <4C2B541F.4080106@mococo.nl>
References: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>
	<4C2B541F.4080106@mococo.nl>
Message-ID: <16080B6460E00C4A881395258161C50402FB1F78DD@mail.bccmh.net>

Yes, it said all dependencies were found.

root at nethealth:~/rt-3.8.8# make testdeps
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi
perl:
        >=5.8.3(5.8.8) ...found
users:
        rt group (www) ...found
        bin owner (root) ...found
        libs owner (root) ...found
        libs group (bin) ...found
        web owner (www) ...found
        web group (www) ...found
CLI dependencies:
        Term::ReadKey ...found
        Getopt::Long >= 2.24 ...found
        HTTP::Request::Common ...found
        Term::ReadLine ...found
        Text::ParseWords ...found
        LWP ...found
CORE dependencies:
        Class::ReturnValue >= 0.40 ...found
        Text::Quoted >= 2.02 ...found
        CSS::Squish >= 0.06 ...found
        Encode >= 2.21 ...found
        Module::Versions::Report >= 1.05 ...found
        MIME::Entity >= 5.425 ...found
        DBI >= 1.37 ...found
        Locale::Maketext::Lexicon >= 0.32 ...found
        Devel::StackTrace >= 1.19 ...found
        Digest::base ...found
        Time::ParseDate ...found
        File::Temp >= 0.18 ...found
        Locale::Maketext >= 1.06 ...found
        Tree::Simple >= 1.04 ...found
        Text::Template >= 1.44 ...found
        Scalar::Util ...found
        HTML::Scrubber >= 0.08 ...found
        File::Spec >= 0.8 ...found
        Calendar::Simple ...found
        DBIx::SearchBuilder >= 1.54 ...found
        Sys::Syslog >= 0.16 ...found
        Mail::Mailer >= 1.57 ...found
        File::ShareDir ...found
        Regexp::Common ...found
        Digest::MD5 >= 2.27 ...found
        HTML::Entities ...found
        Cache::Simple::TimedExpiry ...found
        File::Glob ...found
        Locale::Maketext::Fuzzy ...found
        Time::HiRes ...found
        Text::Wrapper ...found
        Log::Dispatch >= 2.0 ...found
        UNIVERSAL::require ...found
        Email::Address ...found
DASHBOARDS dependencies:
        HTML::RewriteAttributes >= 0.02 ...found
        MIME::Types ...found
FASTCGI dependencies:
        CGI::Fast ...found
        CGI >= 3.38 ...found
        FCGI ...found
GD dependencies:
        GD::Text ...found
        GD ...found
        GD::Graph ...found
GPG dependencies:
        PerlIO::eol ...found
        GnuPG::Interface ...found
ICAL dependencies:
        Data::ICal ...found
MAILGATE dependencies:
        Pod::Usage ...found
        HTML::TreeBuilder ...found
        Getopt::Long ...found
        HTML::FormatText ...found
        LWP::UserAgent ...found
MASON dependencies:
        Storable >= 2.08 ...found
        CSS::Squish >= 0.06 ...found
        Apache::Session >= 1.53 ...found
        Errno ...found
        Devel::StackTrace >= 1.19 ...found
        CGI::Cookie >= 1.20 ...found
        Text::WikiFormat >= 0.76 ...found
        XML::RSS >= 1.05 ...found
        HTML::Mason >= 1.36 ...found
        Digest::MD5 >= 2.27 ...found
MYSQL dependencies:
        DBD::mysql >= 2.1018 ...found
SMTP dependencies:
        Net::SMTP ...found
STANDALONE dependencies:
        Net::Server ...found
        HTTP::Server::Simple >= 0.34 ...found
        HTTP::Server::Simple::Mason >= 0.09 ...found

All dependencies have been found.








-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Wednesday, June 30, 2010 10:27 AM
To: Patton, Brandon
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] webmux.pl error - Apache won't start

Patton, Brandon wrote:
> Found another error in the apache2 logfile showing this error when trying to start apache2.
> 
> Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136.
> Compilation failed in require at (eval 242) line 1.
> 
> This is the other error I have:
> 
> Can't load Perl file: /opt/rt3/bin/webmux.pl
> 
Did you run 'make testdeps' ??

Might be that rt-3.8.8 needs newer versions of installed modules or even 
need new modules that currently not installed.

Regards,

Joop


From Horst.Kriegers at loro.ch  Wed Jun 30 10:32:05 2010
From: Horst.Kriegers at loro.ch (Horst Kriegers)
Date: Wed, 30 Jun 2010 16:32:05 +0200
Subject: [rt-users] Query Builder froze
Message-ID: <4C2B7185.7061.0039.1@loro.ch>

Hi,
 
Suze Linux 2.6.16
RT 3.6.6
Apache 2.2.6
MySQL 5.1.45
 
We have 2 instances of RT:
- DEV for development
- PRD for production
 
 
A query created in RT's Query Builder on the DEV environment works
fine.
By creating the same query on the PRD environment froze until timeout
appear.
 
I've tried to connect the RT DEV to MySQL PRD, all works fine.
I've tried to connect the RT PRD to MySQL DEV, it froze.
I've tried to compare the both RT's directory content, all seems to be
identical.
 
 
How can I solve this probl?m ?
 
 
Many thanks in advance.
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.
___________________________________________________________
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From JoopvandeWege at mococo.nl  Wed Jun 30 10:48:34 2010
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 30 Jun 2010 16:48:34 +0200
Subject: [rt-users] webmux.pl error - Apache won't start
In-Reply-To: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>
References: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>
Message-ID: <4C2B5942.4060604@mococo.nl>

Patton, Brandon wrote:
> Found another error in the apache2 logfile showing this error when trying to start apache2.
> 
> Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136.
> Compilation failed in require at (eval 242) line 1.
> 
> This is the other error I have:
> 
> Can't load Perl file: /opt/rt3/bin/webmux.pl
> 
> 
> 
> Can someone please help me? I really need to get this up and running. More details can be found below from previous emails.
> Thanks!
> 
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patton, Brandon
> Sent: Tuesday, June 29, 2010 2:50 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading from RT 3.6.5
> 
> Ok, I'm getting closer and closer to getting this to work but having a problem with the Apache setup. I have created the config for Apache as shown by numerous examples but no matter which example I follow, I get the following error trying to start Apache:
> 
> Can't load Perl file: /opt/rt3/bin/webmux.pl
> 
> If I uncomment the "PerlRequire" line apache will start and I get the website with the "Your Almost There!" message.
> 
> Here is the config info I'm using for Apache
> 
> <VirtualHost *>
> ServerName nethealth
> DocumentRoot /opt/rt3/share/html
> AddDefaultCharset UTF-8
> PerlModule Apache2 Apache::compat
> PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> ErrorLog /opt/rt3/var/log/apache2.error
> 
> <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
> </Location>
> </VirtualHost>

This is my RT config vhost

<VirtualHost *>
	ServerName rt3.server.nl
	DocumentRoot /opt/rt3/share/html

	PerlModule Apache::DBI
	PerlRequire /opt/rt3/bin/webmux.pl

	Alias /rt3 /opt/rt3/share/html
  	
	<Location /NoAuth/images>
		SetHandler default
	</Location>
	
	<Location /rt3/>
		SetHandler perl-script
		PerlHandler RT::Mason
	</Location>
	
	ErrorLog /var/log/httpd/rt_error.log
	# Possible values include: debug, info, notice, warn, error, crit,
	# alert, emerg.
	LogLevel info
	ServerSignature On
</VirtualHost>

This one is simpler might help since it doesn't include the problem 
module. Further do you have the latest of Apache::DBI installed? If my 
memory is correct I had problems that make testdeps didn't detect if I 
had it installed. Had to do that by hand.

Regards,

Joop


From kfcrocker at lbl.gov  Wed Jun 30 10:53:04 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 30 Jun 2010 07:53:04 -0700
Subject: [rt-users] Query Builder froze
In-Reply-To: <4C2B7185.7061.0039.1@loro.ch>
References: <4C2B7185.7061.0039.1@loro.ch>
Message-ID: <AANLkTil4VsjkOo6hvPzMb24eWqlgZiVhKi3F9gmf4v4q@mail.gmail.com>

Horst,

What are the differences in you RT_Config and RT_SiteConfig.pm files?

Kenn
LBNL

On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers <Horst.Kriegers at loro.ch>wrote:

>  Hi,
>
> Suze Linux 2.6.16
> RT 3.6.6
> Apache 2.2.6
> MySQL 5.1.45
>
> We have 2 instances of RT:
> - DEV for development
> - PRD for production
>
>
> A query created in RT's Query Builder on the DEV environment works fine.
> By creating the same query on the PRD environment froze until timeout
> appear.
>
> I've tried to connect the RT DEV to MySQL PRD, all works fine.
> I've tried to connect the RT PRD to MySQL DEV, it froze.
> I've tried to compare the both RT's directory content, all seems to be
> identical.
>
>
> How can I solve this probl?m ?
>
>
> Many thanks in advance.
> 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.
>
>  _______________________________________________________________________
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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From elacour at easter-eggs.com  Wed Jun 30 10:55:38 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 30 Jun 2010 16:55:38 +0200
Subject: [rt-users] Ticket/User creation
In-Reply-To: <4C2AEE8D.5060002@sorbs.net>
References: <4C2AEE8D.5060002@sorbs.net>
Message-ID: <20100630145538.GG3181@easter-eggs.com>

On Wed, Jun 30, 2010 at 09:13:17AM +0200, Michelle Sullivan wrote:
> Is there and API available in 3.6 or 3.8 so that I can create a ticket
> and get the ticket number (and create a user if necessary).
> 
> Currently I have a web interface that collects data, sets up an email
> with the required support information and sends it to a Queue Input address.
> 
> I'd like to get the ticket number and connect directly to the RT
> interface/DB to do the job and collect the ticket number so I can put in
> references to the ticket into the other DB (my DB) so that we can see
> all RT support tickets linked to a specific issue.  I'd be happy to
> continue to do this via email, but it would be better to get a direct link.
> 
> If there is can someone point me to the docs (preferably with a simple
> example) please?
> 

you can use the REST[1] interface provided by RT. See [2] for examples on
how to use it.


[1] - http://fr.wikipedia.org/wiki/Representational_State_Transfer
[2] - http://wiki.bestpractical.com/view/REST



From elacour at easter-eggs.com  Wed Jun 30 10:57:39 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 30 Jun 2010 16:57:39 +0200
Subject: [rt-users] Reply to Resolved Ticket
In-Reply-To: <CBF7A8964B972C40BBB75F3A2C7759EC3670AECBD1@BERGIT.bergin.local>
References: <CBF7A8964B972C40BBB75F3A2C7759EC3670AECBD1@BERGIT.bergin.local>
Message-ID: <20100630145739.GH3181@easter-eggs.com>

On Tue, Jun 29, 2010 at 12:51:23PM +1000, Sam Quade wrote:
> Hi
> Looking for a way to set a rule for resolved tickets to lock them down to either not accept replies or preferably on reply to create a new ticket in that same queue.
> It wouldn't necessarily need to refer to the old ticket but that would be handy.
> Appreciate any assistance with this, apologies if it has been covered before.
> 
> Using version RT 3.8.7
> 

You have to setup a scrip for this:

Scrip condition: http://wiki.bestpractical.com/view/ReplyToResolved
Scrip action: http://wiki.bestpractical.com/view/ForkIntoNewTicket




From Brandon.Patton at aspireindiana.org  Wed Jun 30 11:00:35 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Wed, 30 Jun 2010 11:00:35 -0400
Subject: [rt-users] webmux.pl error - Apache won't start
In-Reply-To: <4C2B5942.4060604@mococo.nl>
References: <16080B6460E00C4A881395258161C50402FB1F78DA@mail.bccmh.net>
	<4C2B5942.4060604@mococo.nl>
Message-ID: <16080B6460E00C4A881395258161C50402FB1F78E4@mail.bccmh.net>

Still no go, because your config also has reference to " PerlRequire /opt/rt3/bin/webmux.pl"

If I comment this line out, Apache will start but then when you browse the site you get the webpage that says "You're Almost There!".

How can I tell if I have the latest Apache::DBI installed? Like I mentioned earlier, I'm a linux novice and inherited this machine after a co-worker left.



-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Wednesday, June 30, 2010 10:49 AM
To: Patton, Brandon
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] webmux.pl error - Apache won't start

Patton, Brandon wrote:
> Found another error in the apache2 logfile showing this error when trying to start apache2.
> 
> Can't locate object method "Config" via package "RT" at /opt/rt3/bin/webmux.pl line 136.
> Compilation failed in require at (eval 242) line 1.
> 
> This is the other error I have:
> 
> Can't load Perl file: /opt/rt3/bin/webmux.pl
> 
> 
> 
> Can someone please help me? I really need to get this up and running. More details can be found below from previous emails.
> Thanks!
> 
> 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patton, Brandon
> Sent: Tuesday, June 29, 2010 2:50 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Upgrading from RT 3.6.5
> 
> Ok, I'm getting closer and closer to getting this to work but having a problem with the Apache setup. I have created the config for Apache as shown by numerous examples but no matter which example I follow, I get the following error trying to start Apache:
> 
> Can't load Perl file: /opt/rt3/bin/webmux.pl
> 
> If I uncomment the "PerlRequire" line apache will start and I get the website with the "Your Almost There!" message.
> 
> Here is the config info I'm using for Apache
> 
> <VirtualHost *>
> ServerName nethealth
> DocumentRoot /opt/rt3/share/html
> AddDefaultCharset UTF-8
> PerlModule Apache2 Apache::compat
> PerlModule Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl
> ErrorLog /opt/rt3/var/log/apache2.error
> 
> <Location />
>         SetHandler perl-script
>         PerlHandler RT::Mason
> </Location>
> </VirtualHost>

This is my RT config vhost

<VirtualHost *>
	ServerName rt3.server.nl
	DocumentRoot /opt/rt3/share/html

	PerlModule Apache::DBI
	PerlRequire /opt/rt3/bin/webmux.pl

	Alias /rt3 /opt/rt3/share/html
  	
	<Location /NoAuth/images>
		SetHandler default
	</Location>
	
	<Location /rt3/>
		SetHandler perl-script
		PerlHandler RT::Mason
	</Location>
	
	ErrorLog /var/log/httpd/rt_error.log
	# Possible values include: debug, info, notice, warn, error, crit,
	# alert, emerg.
	LogLevel info
	ServerSignature On
</VirtualHost>

This one is simpler might help since it doesn't include the problem 
module. Further do you have the latest of Apache::DBI installed? If my 
memory is correct I had problems that make testdeps didn't detect if I 
had it installed. Had to do that by hand.

Regards,

Joop


From chad.osmond at compfitness.com  Wed Jun 30 11:25:24 2010
From: chad.osmond at compfitness.com (Chad Osmond)
Date: Wed, 30 Jun 2010 11:25:24 -0400
Subject: [rt-users] Tracking Mileage from Ticket Transactions
Message-ID: <4C2B61E4.4080200@compfitness.com>

Hi,

Firstly, I'm just getting back into RT after changing jobs, so It's been 
4 years since I started to work on customizing RT.
We run a IT services company, and we're looking for a nice easy way to 
track mileage on a ticket transaction.

What I'd envisioned is inside a  ticket transaction, have a custom field 
similar to Time Worked, where you can enter a value and have it 
increment the total value in the way that time worked happens.

I assume I'll need two custom fields, Mileage Total and Mileage, and on 
Ticket Submit, take Mileage and add it to the Mileage Total value,  is 
this correct?
I would also like to keep a monthly log of mileage, so on ticket 
submission, if there is a Mileage entry, create a comment in a different 
queue called "Mileage Queue" where I'd have a ticket for each user, each 
month.

The first part seems simple enough to do providing I'm in the right 
path, and the second will take some playing around with I'm sure, but it 
seems possible. Before I get too caught up, is there anyone that has a 
similar setup that could post their configurations?


Thanks,

Chad


From torsten.brumm at googlemail.com  Wed Jun 30 12:44:47 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 30 Jun 2010 18:44:47 +0200
Subject: [rt-users] Going crazy with RT 3.8 and Timezones for Display Dates
Message-ID: <AANLkTikQOJBiMJDUAsNhDRJ3I8gDnDNxibDZa0995ICn@mail.gmail.com>

Hi RT Users,
since we are planing our RT 3.8 migration, we are cross checking all our
scrips and some scrips with time calculaltions driving me mad.

Example from RT 3.6.x

We have two CF's: Date and the other Time

CF.Date
CF.Time

The user is entering the date and the time in utc normally - our RT is
running in UTC

Then i have a tiny scrip:

my $DUEDATE = $self->TicketObj->FirstCustomFieldValue('Date');
my $DUETIME = $self->TicketObj->FirstCustomFieldValue('Time');
my $DUE = $DUEDATE." ".$DUETIME;
$self->TicketObj->SetDue($DUE);
return 1;

Under RT 3.6. RT was setting this simply to the entered values, all was
fine.

Now with RT 3.8 RT the user is able to enter his timezone offset for Display
and RT is adding the Timezone Difference to this value.

Any hints how to prevent this? or to make sure to get the correct value,
entered by the user?

Torsten


-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From maa at govcert.dk  Wed Jun 30 14:57:17 2010
From: maa at govcert.dk (Marc Andersen)
Date: Wed, 30 Jun 2010 20:57:17 +0200
Subject: [rt-users] SetPriority oddities.
In-Reply-To: <AANLkTilmLnB2Y0XUGxJ4MJl5ftE6TINsxiiVD76senV5@mail.gmail.com>
References: <4C29F7F5.8050303@govcert.dk>
	<AANLkTilmLnB2Y0XUGxJ4MJl5ftE6TINsxiiVD76senV5@mail.gmail.com>
Message-ID: <4C2B938D.20400@govcert.dk>

Hi Kenn

Thank you for the input. It might very well be some kind of cache problem.
To follow up on the example below where I type in 100 as priority.

By using RT::Logger i see the following:
Jun 30 18:55:34 ubuntu RT: Priority_after_SetPri: 50 ((eval 3725):17)
Jun 30 18:55:34 ubuntu RT: TransPriority_after_SetPri_oldvalue: 50
((eval 3725):18)
Jun 30 18:55:34 ubuntu RT: TransPriority_after_SetPri_newvalue: 100
((eval 3725):19)

The logs are right after the SetPriority method has been called. The
first log line checks what the actual priority is:
$RT::Logger->error("Priority_after_SetPri: ".$self->TicketObj->Priority);

The next two lines I check what the old and new values of the
transactionobject is and was:
$RT::Logger->error("TransPriority_after_SetPri_oldvalue:
".$self->TransactionObj->OldValue);
$RT::Logger->error("TransPriority_after_SetPri_newvalue:
".$self->TransactionObj->NewValue);

So you can see there is some confusion in RT about what the values are.
The priority itself is 50....but the new value of the transactionobject
is 100.

I simply do not know if this will present some problem further down the
road or if I should file it as cosmetic (maybe a bug?).

I guess what I need is a scrip that ignores anything typed into the
priority field in this case (with a more complicated condition check in
the final script).

Any ideas?

Btw: Can anyone reproduce this behaviour?

br
Marc

On 2010-06-29 19:01, Kenneth Crocker wrote:
> Marc,
> 
> I could be wrong but I suspect that what you are seeing after you made a
> change has to do with what is in cache.
> 
> Your scrip code was for "Cleanup" so after RT made your change to 100,
> the "Cleanup" scrip came along and changed it back to 50, but cache
> still has what you TYPED into that field.
> 
> That's my best guess. Hope it helps.
> 
> Kenn
> LBNL
> 
> On Tue, Jun 29, 2010 at 6:41 AM, Marc Andersen <maa at govcert.dk
> <mailto:maa at govcert.dk>> wrote:
> 
> Hi everyone
> 
> I've been trying to wrap my head around RT for a couple of days now
> (actually RT-IR).
> Currently I am trying to add some business logic (yes...scrips :) ).
> 
> I noted some oddities while trying to set my priority field using custom
> fields. I can essentially get it to work, but I have not been able to
> figure out why I run into the problem below.
> 
> So I made up a very simple scrip to illustrate my point:
> 
> Condition: on Transaction
> Action: User defined
> Global Template: Blank
> Stage: Transaction Batch
> 
> Custom action cleanup code:
> $self->TicketObj->SetPriority (50);
> 
> 
> Then I set about to test it:
> 
> 1)
> Create ticket --> ticket gets created and priority is 50.
> 
> 2)
> Edit ticket --> I update anything but the priority in the ticket, just
> to trigger the script. For instance by changing the tickets subject. -->
> Save changes -->  Priority remains 50.
> 
> 3)
> Edit ticket --> this time I update the priority field and set it to,
> say, 100. The expected outcome: priority will be set to 50 by the script
> --> Save changes --> actual outcome: the priority field _seems_ to be
> set to 100, although the script was triggered (confirmed by using
> RT::Logger).
> 
> 4)
> Now this is where I get confused. Somehow, my script was overruled in
> 3). However, as soon as I access the ticket again by navigating to the
> ticket, i.e. clicking on display or selecting the ticket in the left
> menu bar or otherwise navigating around, the priority will be at 50,
> without my scrip running again.
> 
> So my guess is, that my script actually saved the right priority in the
> database, but didn't update some essential object when displaying the
> ticket right after pressing 'Save Changes'
> 
> Does anybody know what is happening here?
> 
> Please bear in mind that the scrip here just illustrates my point and is
> not the actual final scrip I want to use in production (which would be
> setting the priority through several custom fields).
> 
> Hope somebody has an answer.
> 
> regards

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com





> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
Marc Andersen
IT Security Analyst
Direct: + 45 3545 0164
E-mail: maa at govcert.dk

The Danish GovCERT

Ministry of Science, Technology
and Innovation

National IT and Telecom Agency
Holsteinsgade 63
DK-2100 K?benhavn O
Tel.: +45 3545 0000
Fax: +45 3545 0010
E-mail: itst at itst.dk
www.itst.dk


From proosakos at yahoo.com  Wed Jun 30 16:23:21 2010
From: proosakos at yahoo.com (Peter Roosakos)
Date: Wed, 30 Jun 2010 13:23:21 -0700
Subject: [rt-users] RTFM Saved Searches on Dashboards
Message-ID: <00fe01cb1892$15e0b190$41a214b0$@com>

I'm curious if anyone is using RTFM saved searches as queries on dashboards.
They show up in the 'Available' selection box as 'Article:
<SavedSearchName>', but when added to the dashboard shows an error "could
not find component for path '/Search/Elements/Article'.

 

 

Peter

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From mdubendris at gmail.com  Wed Jun 30 16:48:19 2010
From: mdubendris at gmail.com (Michael Dubendris)
Date: Wed, 30 Jun 2010 16:48:19 -0400
Subject: [rt-users] Trouble getting mail to work with RT 3.8 on CentOS 5.5
	VM with MSMTP
Message-ID: <AANLkTimXivt5Y3D_6idUmIGFVDgQ6N8O9cSgZ5hB8jzf@mail.gmail.com>

Hi RT-Users,
I'm having a bit of trouble getting my RT config to work. Initially, MSMTP
was working and sending blank e-mails (they were appearing from "unknown
sender" and the message headers were almost empty). I'm not sure what I did
to break this, but I assure you it was in an attempt to fix something. I am
using mod_perl if this matters (perl version 5.8.8). I have followed all of
the documentation on the bestpractical wiki, and as far as I can tell
everythign seems to be in place. When I create a new ticket I get the
following messages in /var/log/messages:

Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1228.2-3-0 at corp.takelessons.com> #2/35 - Scrip 3 On
Create Autoreply To Requestors
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
Jun 30 13:40:09 testbed RTmailer: CALL /usr/local/bin/msmtp -nt --from=
helpdesk at domain.com -C /opt/rt3/etc/msmtp_wrapper.conf RETURNED 78
Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1228.2-3-0 at corp.domain.com> sent  To:
mdubendris at gmail.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:331)
Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1816.2-4-0 at corp.domain.com> #2/35 - Scrip 4 On
Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
Jun 30 13:40:09 testbed RT: <
rt-3.8.8-4957-1277930409-1816.2-4-0 at corp.domain.com> No recipients found.
Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)
Jun 30 13:40:09 testbed RT: Ticket 2 created in queue 'General' by root
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:671)


This is what I'm getting for output... the line that says "RTmailer: CALL
/usr/local/bin/msmtp" etc has been hacked up a bit as I made some changes to
it trying to get things to work... what I have figured out is that RETURNED
78 is supposed to be a configuration file error. However, when I issue the
same exact command as the same user as RT I am able to send mail. Let me
show you that:

sudo -u apache cat test.txt | ./msmtp_wrapper
This pipes a file to the msmtp_wrapper that is being called and it
successfully sends mail and returns 0. I imagine this is what should be
happening when RT does it.

I'll include my RT_SiteConfig for reference as well:



# vim /etc/request-tracker3.8/RT_SiteConfig.pm
#TIMEZONE ? takes the timezone from linux installation.
my $zone = "UTC";
$zone='/bin/cat /etc/timezone'
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
# THE BASICS:
Set($rtname, 'domainrt');
Set($Organization, 'corp.domain.com');
Set($CorrespondAddress , 'helpdesk\@domain.com');
Set($CommentAddress , 'helpdesk\@domain.com');
# THE WEBSERVER:
Set($WebPath , "/rt");
Set($WebBaseURL , "http://testbed/rt");
# THE DATABASE:
Set($DatabaseType, 'mysql');
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '3306');
Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , 'rt_pass');
Set($DatabaseName, 'rt3');
#MAIL
Set($SendmailPath , "/opt/rt3/etc/msmtp_wrapper");
Set($MailCommand , "sendmailpipe");
Set($SendmailArguments, "--from=\"helpdesk\@domain.com\" -C
/opt/rt3/etc/msmtp_wrapper.conf");
Set($OwnerEmail , "mdubendris\@domain.com");
Set($RTAddressRegexp , "helpdesk\@domain\.com");
Set($OverrideOutgoingMailFrom, {
    'Default' => "helpdesk\@domain.com",
    'General' => "helpdesk\@domain.com",
});



Any assistance would be greatly appreciated, this has been a bit of a
nightmare for me. Let me know if there is any more information you need from
me. Thanks a lot.

-Mike
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From ryan.hardester at ci.tracy.ca.us  Wed Jun 30 18:11:31 2010
From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Wed, 30 Jun 2010 15:11:31 -0700
Subject: [rt-users] RT Mobile for iPhone
In-Reply-To: <4C24D31C.3000202@paulororke.net>
References: <-2996965792844336@unknownmsgid>
	<83A76E75E2E02844B3EEC78D82B9105C1C3E1FD621@HERMES.brandesassociates.com>
	<4C23D8F2.8050606@gmail.com> <4C24D31C.3000202@paulororke.net>
Message-ID: <AANLkTimEjUmgNBtTv_RluF6jHy_xqw_6UBtqwuXrWeqs@mail.gmail.com>

Would seem to be a better solution to incorporate something like iWebkit (
http://iwebkit.net/ ) into an install of RT and just use a web interface
like everything else.

Then it is mostly device agnostic.



On Fri, Jun 25, 2010 at 9:02 AM, Paul O'Rorke <paul at paulororke.net> wrote:

> another vote for it on Android...  :-)
>
>
> On 24/06/2010 3:15 PM, Paul wrote:
>
>> Same here.
>>
>> Paul
>>
>> On 06/24/2010 03:03 PM, Ariel Saia wrote:
>>
>>
>>> I would love to see an Android version :)
>>>
>>> Ariel
>>>
>>>
>>> -----Original Message-----
>>> From: rt-users-bounces at lists.bestpractical.com [mailto:
>>> rt-users-bounces at lists.bestpractical.com] On Behalf Of Dustin Collins
>>> Sent: Thursday, June 24, 2010 3:57 PM
>>> To: rt-users at lists.bestpractical.com
>>> Subject: [rt-users] RT Mobile for iPhone
>>>
>>> This is an RT client for iPhone. Check it out if your interested.
>>>
>>> http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Ryan Hardester
Information Systems Technician II
City of Tracy
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