From Ingo.Itter at ages.de  Wed Sep  1 05:06:24 2010
From: Ingo.Itter at ages.de (Ingo.Itter at ages.de)
Date: Wed, 1 Sep 2010 11:06:24 +0200
Subject: [rt-users] =?iso-8859-1?q?Antwort=3A_Re=3A__CLI_create_with_Custo?=
 =?iso-8859-1?q?m_Fields_again_=5BAGES=3A_Viren_gepr=FCft_!!=5D?=
In-Reply-To: <20100827180252.GK550@jibsheet.com>
Message-ID: <OFB467C6D8.1BC3FFBB-ONC1257791.0031E92B-C1257791.00320612@ages.de>

Where can i find the test Suite ?

Please tell me the correct Link /URL to the Suite





Kevin Falcone <falcone at bestpractical.com> 
Gesendet von: rt-users-bounces at lists.bestpractical.com
27.08.2010 20:03
Bitte antworten an
rt-users at lists.bestpractical.com


An
rt-users at lists.bestpractical.com
Kopie

Thema
Re: [rt-users] CLI create with Custom Fields again [AGES: Viren gepr?ft 
!!]






There is also a large collection of examples in the test suite

-kevin

On Fri, Aug 27, 2010 at 01:50:52PM +0200, Torsten Brumm wrote:
>    Hi Ingo,
>    if i'm not 100% wrong, the cli is using the same methods like offline 
edits and there you can
>    do:
>    ===Create-Ticket: ticket1
>    Queue: General
>    Subject: a subject
>    Status: new
>    Due: yyyy-mm-dd hh:mm:ss
>    Starts: yyyy-mm-dd hh:mm:ss
>    Started: yyyy-mm-dd hh:mm:ss
>    Resolved:
>    Owner: name
>    Requestor: mail
>    Cc: mail
>    AdminCc: mail
>    TimeWorked: value
>    TimeEstimated: value
>    TimeLeft: value
>    InitialPriority: value
>    FinalPriority: value
>    DependsOn: id
>    RefersTo: id
>    ReferredToBy: id
>    Children: id
>    DependedOnBy: id
>    Parents: id
>    CustomField-FieldName: Value
>    Content:
>    Some text content
>    ENDOFCONTENT
>    But not checked out at the moment, just drop a mail if you need more 
help
>    Torsten from rainy town
>    2010/8/26 <[1]Ingo.Itter at ages.de>
> 
>      Hello,
> 
>      i searched the whole Mailinglist for a correct syntax to ceate a 
new ticket via CLI with an
>      custom Field.
>      I try to create an Ticket with the CustomField named "Server" and 
the value "FILESRV01"
> 
>      Have anyone please an example for me ?
> 
>      Thanks and Greetings from Germany
> 
>      Ingo von Itter
>      Ratingen/Gemany
> 
>      PS: Have anyone a link or documentation about RT in German ?
>      War ja nur ne Frage ....
> 
> _______________________________________________________________________
>      Gesch*ftsf*hrer: Rolf Herzog, Thomas Benk
>      AGES Maut System GmbH & Co. KG
>      AG D*sseldorf HRA 14045, USt-IdNr.: DE 202525868
>      AGES International GmbH & Co. KG
>      AG D*sseldorf HRA 16636, USt-IdNr.: DE 813749831
>      AGES ETS GmbH
>      AG D*sseldorf HRB 55580, USt-IdNr.: DE 814789134
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
>    --
>    MFG
> 
>    Torsten Brumm
> 
>    [2]http://www.brumm.me
>    [3]http://www.elektrofeld.de
> 
> References
> 
>    Visible links
>    1. mailto:Ingo.Itter at ages.de
>    2. http://www.brumm.me/
>    3. http://www.elektrofeld.de/

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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From benno at NLnetLabs.nl  Wed Sep  1 05:15:57 2010
From: benno at NLnetLabs.nl (Benno Overeinder)
Date: Wed, 01 Sep 2010 11:15:57 +0200
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <AANLkTikcbg=S9TsJAGeMzJOLyRsDFF-_cQYqx=vfd2Y+@mail.gmail.com>
References: <4C767AC2.6040207@NLnetLabs.nl>
	<20100827170037.GE550@jibsheet.com>	<4C7B84E9.3020907@NLnetLabs.nl>
	<AANLkTikcbg=S9TsJAGeMzJOLyRsDFF-_cQYqx=vfd2Y+@mail.gmail.com>
Message-ID: <4C7E19CD.3060605@NLnetLabs.nl>

Kenn,

On 8/30/10 6:27 PM, Kenneth Crocker wrote:
> Take a look at your log. The number for the scrip is always shown. That
> will tell you which one.

Thanks, I found the scrip triggering the empty action.  I had to go back
a bit in the history of the log file.  During "normal" operation the
scrip generated an error message that allowed me to pinpoint the
problem: empty action at On Create Autoreply To Requestors.

On one of the queues, we want to disable autoreply if a new ticket is
created by email.  Have to find another manner to disable this.
(Suggestions?)

Thanks,

-- Benno


-- 
Benno J. Overeinder
NLnet Labs
http://www.nlnetlabs.nl/


From Ingo.Itter at ages.de  Wed Sep  1 06:53:07 2010
From: Ingo.Itter at ages.de (Ingo.Itter at ages.de)
Date: Wed, 1 Sep 2010 12:53:07 +0200
Subject: [rt-users] Antwort: Re:  CLI create with Custom Fields again
In-Reply-To: <20100827180252.GK550@jibsheet.com>
Message-ID: <OF97FC3455.87EE41C9-ONC1257791.003B7FE7-C1257791.003BCB69@ages.de>

ok, i have reached the correct syntax for custom fields:

/opt/rt3/bin/rt create -t ticket set status=new subject='Alarm for Sever' 
owner='owner' queue='Operating' requestors='operating at company.com' 
admincc='it at company.com' priority='99' 'Server'='FILESRV01'

where "Server" is the Custom Field ...









Kevin Falcone <falcone at bestpractical.com> 
Gesendet von: rt-users-bounces at lists.bestpractical.com
27.08.2010 20:03
Bitte antworten an
rt-users at lists.bestpractical.com


An
rt-users at lists.bestpractical.com
Kopie

Thema
Re: [rt-users] CLI create with Custom Fields again






There is also a large collection of examples in the test suite

-kevin

On Fri, Aug 27, 2010 at 01:50:52PM +0200, Torsten Brumm wrote:
>    Hi Ingo,
>    if i'm not 100% wrong, the cli is using the same methods like offline 
edits and there you can
>    do:
>    ===Create-Ticket: ticket1
>    Queue: General
>    Subject: a subject
>    Status: new
>    Due: yyyy-mm-dd hh:mm:ss
>    Starts: yyyy-mm-dd hh:mm:ss
>    Started: yyyy-mm-dd hh:mm:ss
>    Resolved:
>    Owner: name
>    Requestor: mail
>    Cc: mail
>    AdminCc: mail
>    TimeWorked: value
>    TimeEstimated: value
>    TimeLeft: value
>    InitialPriority: value
>    FinalPriority: value
>    DependsOn: id
>    RefersTo: id
>    ReferredToBy: id
>    Children: id
>    DependedOnBy: id
>    Parents: id
>    CustomField-FieldName: Value
>    Content:
>    Some text content
>    ENDOFCONTENT
>    But not checked out at the moment, just drop a mail if you need more 
help
>    Torsten from rainy town
>    2010/8/26 <[1]Ingo.Itter at ages.de>
> 
>      Hello,
> 
>      i searched the whole Mailinglist for a correct syntax to ceate a 
new ticket via CLI with an
>      custom Field.
>      I try to create an Ticket with the CustomField named "Server" and 
the value "FILESRV01"
> 
>      Have anyone please an example for me ?
> 
>      Thanks and Greetings from Germany
> 
>      Ingo von Itter
>      Ratingen/Gemany
> 
>      PS: Have anyone a link or documentation about RT in German ?
>      War ja nur ne Frage ....
> 
> _______________________________________________________________________
>      Gesch*ftsf*hrer: Rolf Herzog, Thomas Benk
>      AGES Maut System GmbH & Co. KG
>      AG D*sseldorf HRA 14045, USt-IdNr.: DE 202525868
>      AGES International GmbH & Co. KG
>      AG D*sseldorf HRA 16636, USt-IdNr.: DE 813749831
>      AGES ETS GmbH
>      AG D*sseldorf HRB 55580, USt-IdNr.: DE 814789134
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
>    --
>    MFG
> 
>    Torsten Brumm
> 
>    [2]http://www.brumm.me
>    [3]http://www.elektrofeld.de
> 
> References
> 
>    Visible links
>    1. mailto:Ingo.Itter at ages.de
>    2. http://www.brumm.me/
>    3. http://www.elektrofeld.de/

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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From bjoern.schulz at desy.de  Wed Sep  1 09:29:59 2010
From: bjoern.schulz at desy.de (=?ISO-8859-15?Q?Bj=F6rn_Schulz?=)
Date: Wed, 01 Sep 2010 15:29:59 +0200
Subject: [rt-users] set Requestor with ExtractCustomField
Message-ID: <4C7E5557.1030309@desy.de>

Hi list,

I try to set the requestor of a ticket by using the extension 
ExtractCustomField.

My template looks like

|body|Requestor-(.+)$|TicketObj->SetWatcher(Type => 'Requestor', Email 
=>($value)) ;

The from header ist
From: hisemail at mydomain.com

One line in the incomming mail is
Requestor-myemail at mydomain.com


I like to change the requestor from hisemail at mydomain.com to 
myemail at mydomain.com

My template doesn't work

Any help is appreciated!

Best regards
   Bjoern


From falcone at bestpractical.com  Wed Sep  1 09:43:54 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Sep 2010 09:43:54 -0400
Subject: [rt-users] Odd Errors in RT Log from scrip
In-Reply-To: <AANLkTimUs8G0fedrAXppJwnNjPnJhr9xmdSWnPFL_WOT@mail.gmail.com>
References: <AANLkTikbuP6MFWCdbqCQm03riQ7kLfj0kU76CDkH4cqx@mail.gmail.com>
	<20100830145311.GO550@jibsheet.com>
	<AANLkTimynQTesoQzgdA6GePV16bx_TMtNegGvaxs2JDW@mail.gmail.com>
	<20100830165831.GW550@jibsheet.com>
	<AANLkTimUs8G0fedrAXppJwnNjPnJhr9xmdSWnPFL_WOT@mail.gmail.com>
Message-ID: <20100901134354.GZ550@jibsheet.com>

On Tue, Aug 31, 2010 at 05:53:52PM -0700, Kenneth Crocker wrote:
>    Yes. I suppose. I think that I was wondering why a condition resulting in what I wanted it to
>    do was being treated as an error. There are times when I want the condition to exit and that

Because you had a syntax error.

Line 9 was if ( (   ) {

That is not valid perl

-kevin

>    is a good thing, not an error. I guess I just think of errors as something not working at all,
>    blowing up, a bug. I don't see the natural result of a screening condition as an error. I'm
>    probably looking more to the efficiency of all those message lines being written for results
>    that are totally within expectations as being a waste of time (I/O) when it's doing what I
>    want it to do. That's a lot of log writing for a lot of good results. That's all. But, I guess
>    there isn't any way around that.
> 
>    Kenn
>    LBNL
> 
>    On Mon, Aug 30, 2010 at 9:58 AM, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Mon, Aug 30, 2010 at 09:08:45AM -0700, Kenneth Crocker wrote:
>      > Kevin,
>      >
>      > OK. I see that. I was just wondering if there was a way to reduce the number of error
>      > messages. I mean, I only need to see one or two error messages and I can figure out that
>      it
>      > needs work or whatever. But any more than that just seems redundant. My thinking that less
>      > messages would be less I/O and therefore faster response. Just a thought.
> 
>      From the log, you're getting one message every time your Scrip is
>      used. That seems totally reasonable to me.
>      -kevin
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From cloos at netcologne.de  Wed Sep  1 10:30:18 2010
From: cloos at netcologne.de (Christian Loos)
Date: Wed, 1 Sep 2010 16:30:18 +0200
Subject: [rt-users] set Requestor with ExtractCustomField
In-Reply-To: <4C7E5557.1030309@desy.de>
References: <4C7E5557.1030309@desy.de>
Message-ID: <4C7E637A.5020401@netcologne.de>

Hi Bj?rn,

I don't use the extension so I don't know the format but shouldn't the
template looks like this:
|body|Requestor-(.+)$|$TicketObj->SetWatcher(Type => 'Requestor', Email
> =>($value)) ;

or maybe this:
|body|Requestor-(.+)$|$self->TicketObj->SetWatcher(Type => 'Requestor',
Email
> =>($value)) ;

Also from your description, with this template you will only add the new
requestor myemail at mydomain.com beside hisemail at mydomain.com.
If you want to change the requestor you have to remove the old one.

-Chris

Am 01.09.2010 15:29, schrieb Bj?rn Schulz:
> Hi list,
> 
> I try to set the requestor of a ticket by using the extension
> ExtractCustomField.
> 
> My template looks like
> 
> |body|Requestor-(.+)$|TicketObj->SetWatcher(Type => 'Requestor', Email
> =>($value)) ;
> 
> The from header ist
> From: hisemail at mydomain.com
> 
> One line in the incomming mail is
> Requestor-myemail at mydomain.com
> 
> 
> I like to change the requestor from hisemail at mydomain.com to
> myemail at mydomain.com
> 
> My template doesn't work
> 
> Any help is appreciated!
> 
> Best regards
>   Bjoern


From torsten.brumm at Kuehne-Nagel.com  Wed Sep  1 11:07:03 2010
From: torsten.brumm at Kuehne-Nagel.com (Brumm,
	Torsten / Kuehne + Nagel / Ham MI-ID)
Date: Wed, 1 Sep 2010 17:07:03 +0200
Subject: [rt-users] set Requestor with ExtractCustomField
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394F937BE@w3hamboex11.ger.win.int.kn>

Hi bjoern, chris,
Think this is not the best idea to do it with the extract addon. Think it is possible with the command options, but the easiest way is a tiny scrip i think.

Torsten

----- 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, Klaus Jaeger (stellv.), 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: Bjoern Schulz <bjoern.schulz at desy.de>
Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Gesendet: Wed Sep 01 16:30:18 2010
Betreff: Re: [rt-users] set Requestor with ExtractCustomField

Hi Bjoern,

I don't use the extension so I don't know the format but shouldn't the
template looks like this:
|body|Requestor-(.+)$|$TicketObj->SetWatcher(Type => 'Requestor', Email
> =>($value)) ;

or maybe this:
|body|Requestor-(.+)$|$self->TicketObj->SetWatcher(Type => 'Requestor',
Email
> =>($value)) ;

Also from your description, with this template you will only add the new
requestor myemail at mydomain.com beside hisemail at mydomain.com.
If you want to change the requestor you have to remove the old one.

-Chris

Am 01.09.2010 15:29, schrieb Bjoern Schulz:
> Hi list,
> 
> I try to set the requestor of a ticket by using the extension
> ExtractCustomField.
> 
> My template looks like
> 
> |body|Requestor-(.+)$|TicketObj->SetWatcher(Type => 'Requestor', Email
> =>($value)) ;
> 
> The from header ist
> From: hisemail at mydomain.com
> 
> One line in the incomming mail is
> Requestor-myemail at mydomain.com
> 
> 
> I like to change the requestor from hisemail at mydomain.com to
> myemail at mydomain.com
> 
> My template doesn't work
> 
> Any help is appreciated!
> 
> Best regards
>   Bjoern

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

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From PBarton at iesi.com  Wed Sep  1 11:21:20 2010
From: PBarton at iesi.com (Peter Barton)
Date: Wed, 1 Sep 2010 10:21:20 -0500
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <4C7D845F.10401@gaiaonline.com>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv>
	<4C7D845F.10401@gaiaonline.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>

Thanks a bunch Dan!!  That did the trick perfectly!  I am now able to
authenticate successfully from AD and from the local system.

Since it was so easy for you to spot my problem maybe you can help me
with one more request.  Like I said at the end of my last email I have
run the "rt_logins_email2ldap" script and everyone has appropriate
usernames to match AD.  Is there a way to have RT go through and
populate all the user information for each of the users that already
exist in my system?  Or is this supposed to be a dynamic step?  When I
open a ticket that existed prior to the installation of
RT::Authen::ExternalAuth the user information is not populated with
anything.

Any direction you can give would be greatly appreciated.

Thanks in advance,

----------
Peter Barton

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan
Stilts
Sent: Tuesday, August 31, 2010 5:38 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth

Peter,

Looks like you have two plugin lines:

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

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

Your second plugin line is overwriting the first one.

-Dan

On 8/31/10 3:05 PM, Peter Barton wrote:
> I have been searching all day long and I am having some issues getting
> this running. Here is a quick copy of my RT_SiteConfig.pm:
>
> Set(@Plugins, qw(RT::Authen::ExternalAuth));
>
> Set(@Plugins, qw(RTx::Calendar));
>
> Set($LogToFile,'debug');
>
> Set($TrustHTMLAttachments, 1);
>
> Set($ExternalAuthPriority, [ 'My_LDAP'
>
> ]
>
> );
>
> Set($ExternalInfoPriority, [ 'My_LDAP'
>
> ]
>
> );
>
> Set($ExternalServiceUsesSSLorTLS, 0);
>
> Set($AutoCreateNonExternalUsers, 0);
>
> Set($ExternalSettings, { # AN EXAMPLE DB SERVICE
>
> 'My_MySQL' => { ## GENERIC SECTION
>
> 'type' => 'mysql',
>
> 'server' => 'localhost',
>
> 'database' => 'rt3',
>
> 'table' => 'USERS_TABLE',
>
> 'user' => 'rt_user',
>
> 'pass' => 'blahblah',
>
> 'port' => '3306',
>
> 'dbi_driver' => 'mysql',
>
> 'u_field' => 'username',
>
> 'p_field' => 'password',
>
> 'p_enc_pkg' => 'Crypt::MySQL',
>
> 'p_enc_sub' => 'password',
>
> 'd_field' => 'disabled',
>
> 'd_values' => ['0'],
>
> 'attr_match_list' => [ 'Gecos',
>
> 'Name'
>
> ],
>
> 'attr_map' => { 'Name' => 'username',
>
> 'EmailAddress' => 'email',
>
> 'ExternalAuthId' => 'username',
>
> 'Gecos' => 'userID'
>
> }
>
> },
>
> # AN EXAMPLE LDAP SERVICE
>
> 'My_LDAP' => { ## GENERIC SECTION
>
> 'type' => 'ldap',
>
> 'server' => 'iesicorp.tf.prv',
>
> 'user' => 'cn=user,dc=tf,dc=prv',
>
> 'pass' => 'blahblah',
>
> 'base' => 'dc=tf,dc=prv',
>
> 'filter' => '(objectClass=user)',
>
> 'd_filter' => '(objectClass=FooBarBaz)',
>
> 'tls' => 0,
>
> 'ssl_version' => 3,
>
> 'net_ldap_args' => [ version => 3 ],
>
> # 'group' => 'Domain Users',
>
> # 'group_attr' => 'memberof',
>
> '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'
>
> }
>
> },
>
> When I restart apache2 everything works fine. I see no errors. Yet
when
> I log into the web page I get this:
>
> [Tue Aug 31 21:44:27 2010] [info]: Successful login for pbarton from
> 192.168.10.60 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
>
> I check the "System Configuration" and I see no reference to
> RT::Authen::ExternalAuth anywhere in there. From all the logs it does
> not even appear that I am loading this plugin.
>
> BTW, I am running Ubuntu 8.0.4 LTS and RT version 3.8.6 and I
installed
> RT::Authen::ExternalAuth from cpan version 0.08.
>
> I have successfully run the "rt_logins_email2ldap" script and was able
> to make all the necessary changes to accomoodate the change from local
> user auth to LDAP auth. Any help anyone
>
> Can provide I would be greatly appreciative.
>
> Thanks,
>
> ----------
>
> Peter Barton
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From kfcrocker at lbl.gov  Wed Sep  1 11:46:16 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 1 Sep 2010 08:46:16 -0700
Subject: [rt-users] Odd Errors in RT Log from scrip
In-Reply-To: <20100901134354.GZ550@jibsheet.com>
References: <AANLkTikbuP6MFWCdbqCQm03riQ7kLfj0kU76CDkH4cqx@mail.gmail.com>
	<20100830145311.GO550@jibsheet.com>
	<AANLkTimynQTesoQzgdA6GePV16bx_TMtNegGvaxs2JDW@mail.gmail.com>
	<20100830165831.GW550@jibsheet.com>
	<AANLkTimUs8G0fedrAXppJwnNjPnJhr9xmdSWnPFL_WOT@mail.gmail.com>
	<20100901134354.GZ550@jibsheet.com>
Message-ID: <AANLkTi=duZ3vJ41sOpvEbD-ErHzEThCcLKVj+sn-0yVM@mail.gmail.com>

Kevin,

GEEZ!  I didn't see that. What a dummy. Sorry for that. Thanks. Especially
for your patience.

Kenn
LBNL

On Wed, Sep 1, 2010 at 6:43 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Tue, Aug 31, 2010 at 05:53:52PM -0700, Kenneth Crocker wrote:
> >    Yes. I suppose. I think that I was wondering why a condition resulting
> in what I wanted it to
> >    do was being treated as an error. There are times when I want the
> condition to exit and that
>
> Because you had a syntax error.
>
> Line 9 was if ( (   ) {
>
> That is not valid perl
>
> -kevin
>
> >    is a good thing, not an error. I guess I just think of errors as
> something not working at all,
> >    blowing up, a bug. I don't see the natural result of a screening
> condition as an error. I'm
> >    probably looking more to the efficiency of all those message lines
> being written for results
> >    that are totally within expectations as being a waste of time (I/O)
> when it's doing what I
> >    want it to do. That's a lot of log writing for a lot of good results.
> That's all. But, I guess
> >    there isn't any way around that.
> >
> >    Kenn
> >    LBNL
> >
> >    On Mon, Aug 30, 2010 at 9:58 AM, Kevin Falcone <[1]
> falcone at bestpractical.com> wrote:
> >
> >      On Mon, Aug 30, 2010 at 09:08:45AM -0700, Kenneth Crocker wrote:
> >      > Kevin,
> >      >
> >      > OK. I see that. I was just wondering if there was a way to reduce
> the number of error
> >      > messages. I mean, I only need to see one or two error messages and
> I can figure out that
> >      it
> >      > needs work or whatever. But any more than that just seems
> redundant. My thinking that less
> >      > messages would be less I/O and therefore faster response. Just a
> thought.
> >
> >      From the log, you're getting one message every time your Scrip is
> >      used. That seems totally reasonable to me.
> >      -kevin
> >
> >      RT Training in Washington DC, USA on Oct 25 & 26 2010
> >      Last one this year -- Learn how to get the most out of RT!
> >
> > References
> >
> >    Visible links
> >    1. mailto:falcone at bestpractical.com
>
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From jnarins at seniorbridge.com  Wed Sep  1 12:37:20 2010
From: jnarins at seniorbridge.com (Josh Narins)
Date: Wed, 1 Sep 2010 12:37:20 -0400
Subject: [rt-users] Tickets in Approval queue hard to find
Message-ID: <F61EA32D7A6A79478142BA12E77AEE832643DECA77@MS3.nyc.seniorbridgeinternal.com>

As I described earlier[1] I am setting up an Approvals queue when a ticket enters status 'fixed.'

Back then I was missing the scrip. I added a scrip as below[2]

In the error log I see the promising output when a ticket is changed to status fixed:

Wed Sep  1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals' by RT_System (/opt/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671)

And if I "Simple Search" for 504 I find the ticket.

But if I the more advanced search with (Queue= 'Approvals') it returns nothing. The Home->Quick Search->Approvals section shows 0 tickets with each status.

Any ideas?

[1] - http://lists.bestpractical.com/pipermail/rt-users/2010-August/066363.html

[2]
Description:

Add a ticket to the Approval queue when an Application ticket is fixed

Condition:

On Fixed

Action:

Create Ticket

Template:

On Fixed

Stage:

Transaction Create




Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins at seniorbridge.com
seniorbridge.com<http://www.seniorbridge.com/>

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

________________________________
SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
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From mmcgrath at carthage.edu  Wed Sep  1 12:39:26 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Wed, 1 Sep 2010 11:39:26 -0500
Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
In-Reply-To: <20100805210831.GH27496@bestpractical.com>
References: <20100805210831.GH27496@bestpractical.com>
Message-ID: <AANLkTime3_3KCCF1hkhUS9ds1LuBrCO98uzVWa673T08@mail.gmail.com>

I seem to be having issues on my Blackberry with the MobileUI.

Here's what I have:

RT 3.8.8 on Ubuntu 10.04 and MobileUI 0.96.

Blackberry Curve
Blackberry 8530
v5.0.0.654 (Bundle 1108, Platform 4.2.0.298)

If I tell the browser to go directly to the MobileUI it works -- but it does
not auto detect it and just brings me to the normal login page...

Am I missing something simple?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Thu, Aug 5, 2010 at 4:08 PM, Jesse Vincent <jesse at bestpractical.com>wrote:

> Over the past few weeks, I've been spending my time putting together an
> initial implementation of a modern phone-friendly interface for RT.
>
> We've just published the source code to
> http://github.com/bestpractical/rt-extension-mobileui and it will show
> up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very
> near future.
>
> This is very much an initial release and I know there are things that
> need improvement, though I'd greatly appreciate feedback to help figure
> out what those improvements should be.
>
> We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5
> and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only
> tested this on a recent RT 3.8, but it _should_ work on older versions
> of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated.
>
> Once you install the extension, you can have a look around from your
> desktop browser by visiting /m on your RT server.  The Mobile UI tries
> pretty hard to detect mobile browsers and push them to the mobile login
> page, though there's a link to get back to the full UI if it gets your
> browser wrong.
>
> Right now, the mobile interface supports:
>
>        External Authentication
>        Regular RT Login
>        Creating Tickets
>        Search (using the same "Simple Search" as the main UI)
>        Display of saved searches
>        Ticket display
>        Ticket comment/reply
>        Ticket history
>        Attachment download
>
> You can see some screenshots at http://blog.bestpractical.com/
>
> -Jesse
>
> --
> _______________________________________________
> RT-Announce mailing list
> RT-Announce at lists.bestpractical.com
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
>
> 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 alister at gossamer-threads.com  Wed Sep  1 13:11:53 2010
From: alister at gossamer-threads.com (Alister West)
Date: Wed, 01 Sep 2010 10:11:53 -0700
Subject: [rt-users] Tickets in Approval queue hard to find
In-Reply-To: <F61EA32D7A6A79478142BA12E77AEE832643DECA77@MS3.nyc.seniorbridgeinternal.com>
References: <F61EA32D7A6A79478142BA12E77AEE832643DECA77@MS3.nyc.seniorbridgeinternal.com>
Message-ID: <4C7E8959.6060405@gossamer-threads.com>


In the Tickets Search Builder try New > Advanced and
add Type = 'approval'

By default it only searches for Type = 'ticket'

Cheers,


Alister West <alister at gossamer-threads.com>
w: http://www.gossamer-threads.com
t: +1.604.687.5804  f: +1.604.687.5806

On 10-09-01 09:37 AM, Josh Narins wrote:
> As I described earlier[1] I am setting up an Approvals queue when a
> ticket enters status 'fixed.'
>
> Back then I was missing the scrip. I added a scrip as below[2]
>
> In the error log I see the promising output when a ticket is changed to
> status fixed:
>
> Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals'
> by RT_System (/opt/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671)
>
> And if I "Simple Search" for 504 I find the ticket.
>
> But if I the more advanced search with (Queue= 'Approvals') it returns
> nothing. The Home->Quick Search->Approvals section shows 0 tickets with
> each status.
>
> Any ideas?
>
> [1] -
> http://lists.bestpractical.com/pipermail/rt-users/2010-August/066363.html
>
> [2]
>
> Description:
>
> 	
>
> Add a ticket to the Approval queue when an Application ticket is fixed
>
> Condition:
>
> 	
>
> On Fixed
>
> Action:
>
> 	
>
> Create Ticket
>
> Template:
>
> 	
>
> On Fixed
>
> Stage:
>
> 	
>
> Transaction Create
>
>
>
> *Josh Narins*
>
> Director of Application Development
> SeniorBridge
> 845 Third Ave
> 7th Floor
> New York, NY 10022
> Tel: (212) 994-6194
> Fax: (212) 994-4260
> Mobile: (917) 488-6248
> jnarins at seniorbridge.com
> seniorbridge.com <http://www.seniorbridge.com/>
>
> SeniorBridge
>
> ------------------------------------------------------------------------
> *SeniorBridge Statement of Confidentiality:* The contents of this email
> message are intended for the exclusive use of the addressee(s) and may
> contain confidential or privileged information. Any dissemination,
> distribution or copying of this email by an unintended or mistaken
> recipient is strictly prohibited. In said event, kindly reply to the
> sender and destroy all entries of this message and any attachments from
> your system. Thank you.
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


From falcone at bestpractical.com  Wed Sep  1 13:16:35 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Sep 2010 13:16:35 -0400
Subject: [rt-users] Tickets in Approval queue hard to find
In-Reply-To: <F61EA32D7A6A79478142BA12E77AEE832643DECA77@MS3.nyc.seniorbridgeinternal.com>
References: <F61EA32D7A6A79478142BA12E77AEE832643DECA77@MS3.nyc.seniorbridgeinternal.com>
Message-ID: <20100901171635.GA550@jibsheet.com>

On Wed, Sep 01, 2010 at 12:37:20PM -0400, Josh Narins wrote:
>    Wed Sep  1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals' by RT_System
>    (/opt/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671)

If you used the builtin ___Approvals queue, you'd just click on the
Approvals tab on the left to see pending approvals you need to work.

-kevin
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From kirby at umbc.edu  Wed Sep  1 13:35:07 2010
From: kirby at umbc.edu (Joe Kirby (gmail))
Date: Wed, 01 Sep 2010 13:35:07 -0400
Subject: [rt-users] Option to identify Resolution
Message-ID: <4C7E8ECB.6060304@umbc.edu>

  I have had numerous request to have the Resolve status set a marker 
each time it is invoked for a ticket so that one could report only the 
resolution of a ticket.

I understand that the last comment/correspondence may be this most of 
the time however we have tickets where the last comment/correspondence 
is Thank You even though we tell them not to do that.

We also have a desire to use the Resolved communications as a basis for 
developing a knowledge base.

Is there currently, or planned for the future, a flag associated with a 
correspondence indicating if the status is resolved?

Thanks in advance

Joe


From dstilts at gaiaonline.com  Wed Sep  1 14:15:35 2010
From: dstilts at gaiaonline.com (Dan Stilts)
Date: Wed, 01 Sep 2010 11:15:35 -0700
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv>	<4C7D845F.10401@gaiaonline.com>
	<F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>
Message-ID: <4C7E9847.6050406@gaiaonline.com>

As far as I know, this only gets updated when the user goes to login. 
However, I'm sure it's also very easily scriptable to pull rt3.Users and 
then pull the users from LDAP (AD) and update the user via sql in 
rt3.Users. Whether this would end up breaking anything, I'm not sure as 
this is just off the top of my head thinking, but I wouldn't think so.

Just a thought.

-Dan


On 9/1/10 8:21 AM, Peter Barton wrote:
> Thanks a bunch Dan!!  That did the trick perfectly!  I am now able to
> authenticate successfully from AD and from the local system.
>
> Since it was so easy for you to spot my problem maybe you can help me
> with one more request.  Like I said at the end of my last email I have
> run the "rt_logins_email2ldap" script and everyone has appropriate
> usernames to match AD.  Is there a way to have RT go through and
> populate all the user information for each of the users that already
> exist in my system?  Or is this supposed to be a dynamic step?  When I
> open a ticket that existed prior to the installation of
> RT::Authen::ExternalAuth the user information is not populated with
> anything.
>
> Any direction you can give would be greatly appreciated.
>
> Thanks in advance,
>
> ----------
> Peter Barton
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan
> Stilts
> Sent: Tuesday, August 31, 2010 5:38 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT::Authen::ExternalAuth
>
> Peter,
>
> Looks like you have two plugin lines:
>
> Set(@Plugins, qw(RT::Authen::ExternalAuth));
> Set(@Plugins, qw(RTx::Calendar));
>
> Try:
> Set(@Plugins,(qw(RT::Authen::ExternalAuth RTx::Calendar)));
>
> Your second plugin line is overwriting the first one.
>
> -Dan
>
> On 8/31/10 3:05 PM, Peter Barton wrote:
>> I have been searching all day long and I am having some issues getting
>> this running. Here is a quick copy of my RT_SiteConfig.pm:
>>
>> Set(@Plugins, qw(RT::Authen::ExternalAuth));
>>
>> Set(@Plugins, qw(RTx::Calendar));
>>
>> Set($LogToFile,'debug');
>>
>> Set($TrustHTMLAttachments, 1);
>>
>> Set($ExternalAuthPriority, [ 'My_LDAP'
>>
>> ]
>>
>> );
>>
>> Set($ExternalInfoPriority, [ 'My_LDAP'
>>
>> ]
>>
>> );
>>
>> Set($ExternalServiceUsesSSLorTLS, 0);
>>
>> Set($AutoCreateNonExternalUsers, 0);
>>
>> Set($ExternalSettings, { # AN EXAMPLE DB SERVICE
>>
>> 'My_MySQL' =>  { ## GENERIC SECTION
>>
>> 'type' =>  'mysql',
>>
>> 'server' =>  'localhost',
>>
>> 'database' =>  'rt3',
>>
>> 'table' =>  'USERS_TABLE',
>>
>> 'user' =>  'rt_user',
>>
>> 'pass' =>  'blahblah',
>>
>> 'port' =>  '3306',
>>
>> 'dbi_driver' =>  'mysql',
>>
>> 'u_field' =>  'username',
>>
>> 'p_field' =>  'password',
>>
>> 'p_enc_pkg' =>  'Crypt::MySQL',
>>
>> 'p_enc_sub' =>  'password',
>>
>> 'd_field' =>  'disabled',
>>
>> 'd_values' =>  ['0'],
>>
>> 'attr_match_list' =>  [ 'Gecos',
>>
>> 'Name'
>>
>> ],
>>
>> 'attr_map' =>  { 'Name' =>  'username',
>>
>> 'EmailAddress' =>  'email',
>>
>> 'ExternalAuthId' =>  'username',
>>
>> 'Gecos' =>  'userID'
>>
>> }
>>
>> },
>>
>> # AN EXAMPLE LDAP SERVICE
>>
>> 'My_LDAP' =>  { ## GENERIC SECTION
>>
>> 'type' =>  'ldap',
>>
>> 'server' =>  'iesicorp.tf.prv',
>>
>> 'user' =>  'cn=user,dc=tf,dc=prv',
>>
>> 'pass' =>  'blahblah',
>>
>> 'base' =>  'dc=tf,dc=prv',
>>
>> 'filter' =>  '(objectClass=user)',
>>
>> 'd_filter' =>  '(objectClass=FooBarBaz)',
>>
>> 'tls' =>  0,
>>
>> 'ssl_version' =>  3,
>>
>> 'net_ldap_args' =>  [ version =>  3 ],
>>
>> # 'group' =>  'Domain Users',
>>
>> # 'group_attr' =>  'memberof',
>>
>> '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'
>>
>> }
>>
>> },
>>
>> When I restart apache2 everything works fine. I see no errors. Yet
> when
>> I log into the web page I get this:
>>
>> [Tue Aug 31 21:44:27 2010] [info]: Successful login for pbarton from
>> 192.168.10.60 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
>>
>> I check the "System Configuration" and I see no reference to
>> RT::Authen::ExternalAuth anywhere in there. From all the logs it does
>> not even appear that I am loading this plugin.
>>
>> BTW, I am running Ubuntu 8.0.4 LTS and RT version 3.8.6 and I
> installed
>> RT::Authen::ExternalAuth from cpan version 0.08.
>>
>> I have successfully run the "rt_logins_email2ldap" script and was able
>> to make all the necessary changes to accomoodate the change from local
>> user auth to LDAP auth. Any help anyone
>>
>> Can provide I would be greatly appreciative.
>>
>> Thanks,
>>
>> ----------
>>
>> Peter Barton
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25&   26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


From jledford at biltmore.com  Wed Sep  1 14:28:32 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 1 Sep 2010 14:28:32 -0400
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <4C7E9847.6050406@gaiaonline.com>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv>
	<4C7D845F.10401@gaiaonline.com>
	<F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>
	<4C7E9847.6050406@gaiaonline.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com>

I think this is what you need
http://search.cpan.org/dist/RT-Extension-LDAPImport/
RT-Extension-LDAPImport (in case the url gets stripped).

It's what I use along with the externalauth, that way I import all the users.  I then run the script nightly to import changes.  The external auth plugin will also update the details when the login.  But you can't assign permissions to a user that's never logged in.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan Stilts
Sent: Wednesday, September 01, 2010 2:16 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth

As far as I know, this only gets updated when the user goes to login. 
However, I'm sure it's also very easily scriptable to pull rt3.Users and 
then pull the users from LDAP (AD) and update the user via sql in 
rt3.Users. Whether this would end up breaking anything, I'm not sure as 
this is just off the top of my head thinking, but I wouldn't think so.

Just a thought.

-Dan


On 9/1/10 8:21 AM, Peter Barton wrote:
> Thanks a bunch Dan!!  That did the trick perfectly!  I am now able to
> authenticate successfully from AD and from the local system.
>
> Since it was so easy for you to spot my problem maybe you can help me
> with one more request.  Like I said at the end of my last email I have
> run the "rt_logins_email2ldap" script and everyone has appropriate
> usernames to match AD.  Is there a way to have RT go through and
> populate all the user information for each of the users that already
> exist in my system?  Or is this supposed to be a dynamic step?  When I
> open a ticket that existed prior to the installation of
> RT::Authen::ExternalAuth the user information is not populated with
> anything.
>
> Any direction you can give would be greatly appreciated.
>
> Thanks in advance,
>
> ----------
> Peter Barton
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan
> Stilts
> Sent: Tuesday, August 31, 2010 5:38 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT::Authen::ExternalAuth
>
> Peter,
>
> Looks like you have two plugin lines:
>
> Set(@Plugins, qw(RT::Authen::ExternalAuth));
> Set(@Plugins, qw(RTx::Calendar));
>
> Try:
> Set(@Plugins,(qw(RT::Authen::ExternalAuth RTx::Calendar)));
>
> Your second plugin line is overwriting the first one.
>
> -Dan
>
> On 8/31/10 3:05 PM, Peter Barton wrote:
>> I have been searching all day long and I am having some issues getting
>> this running. Here is a quick copy of my RT_SiteConfig.pm:
>>
>> Set(@Plugins, qw(RT::Authen::ExternalAuth));
>>
>> Set(@Plugins, qw(RTx::Calendar));
>>
>> Set($LogToFile,'debug');
>>
>> Set($TrustHTMLAttachments, 1);
>>
>> Set($ExternalAuthPriority, [ 'My_LDAP'
>>
>> ]
>>
>> );
>>
>> Set($ExternalInfoPriority, [ 'My_LDAP'
>>
>> ]
>>
>> );
>>
>> Set($ExternalServiceUsesSSLorTLS, 0);
>>
>> Set($AutoCreateNonExternalUsers, 0);
>>
>> Set($ExternalSettings, { # AN EXAMPLE DB SERVICE
>>
>> 'My_MySQL' =>  { ## GENERIC SECTION
>>
>> 'type' =>  'mysql',
>>
>> 'server' =>  'localhost',
>>
>> 'database' =>  'rt3',
>>
>> 'table' =>  'USERS_TABLE',
>>
>> 'user' =>  'rt_user',
>>
>> 'pass' =>  'blahblah',
>>
>> 'port' =>  '3306',
>>
>> 'dbi_driver' =>  'mysql',
>>
>> 'u_field' =>  'username',
>>
>> 'p_field' =>  'password',
>>
>> 'p_enc_pkg' =>  'Crypt::MySQL',
>>
>> 'p_enc_sub' =>  'password',
>>
>> 'd_field' =>  'disabled',
>>
>> 'd_values' =>  ['0'],
>>
>> 'attr_match_list' =>  [ 'Gecos',
>>
>> 'Name'
>>
>> ],
>>
>> 'attr_map' =>  { 'Name' =>  'username',
>>
>> 'EmailAddress' =>  'email',
>>
>> 'ExternalAuthId' =>  'username',
>>
>> 'Gecos' =>  'userID'
>>
>> }
>>
>> },
>>
>> # AN EXAMPLE LDAP SERVICE
>>
>> 'My_LDAP' =>  { ## GENERIC SECTION
>>
>> 'type' =>  'ldap',
>>
>> 'server' =>  'iesicorp.tf.prv',
>>
>> 'user' =>  'cn=user,dc=tf,dc=prv',
>>
>> 'pass' =>  'blahblah',
>>
>> 'base' =>  'dc=tf,dc=prv',
>>
>> 'filter' =>  '(objectClass=user)',
>>
>> 'd_filter' =>  '(objectClass=FooBarBaz)',
>>
>> 'tls' =>  0,
>>
>> 'ssl_version' =>  3,
>>
>> 'net_ldap_args' =>  [ version =>  3 ],
>>
>> # 'group' =>  'Domain Users',
>>
>> # 'group_attr' =>  'memberof',
>>
>> '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'
>>
>> }
>>
>> },
>>
>> When I restart apache2 everything works fine. I see no errors. Yet
> when
>> I log into the web page I get this:
>>
>> [Tue Aug 31 21:44:27 2010] [info]: Successful login for pbarton from
>> 192.168.10.60 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
>>
>> I check the "System Configuration" and I see no reference to
>> RT::Authen::ExternalAuth anywhere in there. From all the logs it does
>> not even appear that I am loading this plugin.
>>
>> BTW, I am running Ubuntu 8.0.4 LTS and RT version 3.8.6 and I
> installed
>> RT::Authen::ExternalAuth from cpan version 0.08.
>>
>> I have successfully run the "rt_logins_email2ldap" script and was able
>> to make all the necessary changes to accomoodate the change from local
>> user auth to LDAP auth. Any help anyone
>>
>> Can provide I would be greatly appreciative.
>>
>> Thanks,
>>
>> ----------
>>
>> Peter Barton
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25&   26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From daodennis at gmail.com  Wed Sep  1 15:11:39 2010
From: daodennis at gmail.com (Dennis Ordanov)
Date: Wed, 1 Sep 2010 12:11:39 -0700
Subject: [rt-users] Modifying placement of custom fields on "Basics" Tab
Message-ID: <AANLkTim7BrmBJgc+8SQXmUMFXvU-AhfGWsrLhTMxuuGd@mail.gmail.com>

Hi,

I am using 3.8.7 on CentOS with a MySQL db.

I have four custom fields placed on the basics tab of a ticket, they
work great, but I would like to reverse their placement on their page.
They are just 4 drop downs for specific ticket categories and clients.
 The more specific region is on the right and the cities are on the
left and same with the service categories and actual services.

https://rt.fibercloud.net/Admin/CustomFields/index.html


Thanks,

Dennis


From falcone at bestpractical.com  Wed Sep  1 15:25:12 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Sep 2010 15:25:12 -0400
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv>
	<4C7D845F.10401@gaiaonline.com>
	<F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>
	<4C7E9847.6050406@gaiaonline.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com>
Message-ID: <20100901192512.GC550@jibsheet.com>

On Wed, Sep 01, 2010 at 02:28:32PM -0400, Jason Ledford wrote:
> I think this is what you need
> http://search.cpan.org/dist/RT-Extension-LDAPImport/
> RT-Extension-LDAPImport (in case the url gets stripped).
> 
> It's what I use along with the externalauth, that way I import all
> the users.  I then run the script nightly to import changes.  The
> external auth plugin will also update the details when the login.  

LDAPImport is what I often recommend for folks, there is current work
in the git repo that should be looked at if you're missing features.

> But you can't assign permissions to a user that's never logged in.

If you run LDAPImport, that user should be there to find and make
privileged so you can grant them rights

-kevin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan Stilts
> Sent: Wednesday, September 01, 2010 2:16 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT::Authen::ExternalAuth
> 
> As far as I know, this only gets updated when the user goes to login. 
> However, I'm sure it's also very easily scriptable to pull rt3.Users and 
> then pull the users from LDAP (AD) and update the user via sql in 
> rt3.Users. Whether this would end up breaking anything, I'm not sure as 
> this is just off the top of my head thinking, but I wouldn't think so.
> 
> Just a thought.
> 
> -Dan
> 
> 
> On 9/1/10 8:21 AM, Peter Barton wrote:
> > Thanks a bunch Dan!!  That did the trick perfectly!  I am now able to
> > authenticate successfully from AD and from the local system.
> >
> > Since it was so easy for you to spot my problem maybe you can help me
> > with one more request.  Like I said at the end of my last email I have
> > run the "rt_logins_email2ldap" script and everyone has appropriate
> > usernames to match AD.  Is there a way to have RT go through and
> > populate all the user information for each of the users that already
> > exist in my system?  Or is this supposed to be a dynamic step?  When I
> > open a ticket that existed prior to the installation of
> > RT::Authen::ExternalAuth the user information is not populated with
> > anything.
> >
> > Any direction you can give would be greatly appreciated.
> >
> > Thanks in advance,
> >
> > ----------
> > Peter Barton
> >
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dan
> > Stilts
> > Sent: Tuesday, August 31, 2010 5:38 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] RT::Authen::ExternalAuth
> >
> > Peter,
> >
> > Looks like you have two plugin lines:
> >
> > Set(@Plugins, qw(RT::Authen::ExternalAuth));
> > Set(@Plugins, qw(RTx::Calendar));
> >
> > Try:
> > Set(@Plugins,(qw(RT::Authen::ExternalAuth RTx::Calendar)));
> >
> > Your second plugin line is overwriting the first one.
> >
> > -Dan
> >
> > On 8/31/10 3:05 PM, Peter Barton wrote:
> >> I have been searching all day long and I am having some issues getting
> >> this running. Here is a quick copy of my RT_SiteConfig.pm:
> >>
> >> Set(@Plugins, qw(RT::Authen::ExternalAuth));
> >>
> >> Set(@Plugins, qw(RTx::Calendar));
> >>
> >> Set($LogToFile,'debug');
> >>
> >> Set($TrustHTMLAttachments, 1);
> >>
> >> Set($ExternalAuthPriority, [ 'My_LDAP'
> >>
> >> ]
> >>
> >> );
> >>
> >> Set($ExternalInfoPriority, [ 'My_LDAP'
> >>
> >> ]
> >>
> >> );
> >>
> >> Set($ExternalServiceUsesSSLorTLS, 0);
> >>
> >> Set($AutoCreateNonExternalUsers, 0);
> >>
> >> Set($ExternalSettings, { # AN EXAMPLE DB SERVICE
> >>
> >> 'My_MySQL' =>  { ## GENERIC SECTION
> >>
> >> 'type' =>  'mysql',
> >>
> >> 'server' =>  'localhost',
> >>
> >> 'database' =>  'rt3',
> >>
> >> 'table' =>  'USERS_TABLE',
> >>
> >> 'user' =>  'rt_user',
> >>
> >> 'pass' =>  'blahblah',
> >>
> >> 'port' =>  '3306',
> >>
> >> 'dbi_driver' =>  'mysql',
> >>
> >> 'u_field' =>  'username',
> >>
> >> 'p_field' =>  'password',
> >>
> >> 'p_enc_pkg' =>  'Crypt::MySQL',
> >>
> >> 'p_enc_sub' =>  'password',
> >>
> >> 'd_field' =>  'disabled',
> >>
> >> 'd_values' =>  ['0'],
> >>
> >> 'attr_match_list' =>  [ 'Gecos',
> >>
> >> 'Name'
> >>
> >> ],
> >>
> >> 'attr_map' =>  { 'Name' =>  'username',
> >>
> >> 'EmailAddress' =>  'email',
> >>
> >> 'ExternalAuthId' =>  'username',
> >>
> >> 'Gecos' =>  'userID'
> >>
> >> }
> >>
> >> },
> >>
> >> # AN EXAMPLE LDAP SERVICE
> >>
> >> 'My_LDAP' =>  { ## GENERIC SECTION
> >>
> >> 'type' =>  'ldap',
> >>
> >> 'server' =>  'iesicorp.tf.prv',
> >>
> >> 'user' =>  'cn=user,dc=tf,dc=prv',
> >>
> >> 'pass' =>  'blahblah',
> >>
> >> 'base' =>  'dc=tf,dc=prv',
> >>
> >> 'filter' =>  '(objectClass=user)',
> >>
> >> 'd_filter' =>  '(objectClass=FooBarBaz)',
> >>
> >> 'tls' =>  0,
> >>
> >> 'ssl_version' =>  3,
> >>
> >> 'net_ldap_args' =>  [ version =>  3 ],
> >>
> >> # 'group' =>  'Domain Users',
> >>
> >> # 'group_attr' =>  'memberof',
> >>
> >> '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'
> >>
> >> }
> >>
> >> },
> >>
> >> When I restart apache2 everything works fine. I see no errors. Yet
> > when
> >> I log into the web page I get this:
> >>
> >> [Tue Aug 31 21:44:27 2010] [info]: Successful login for pbarton from
> >> 192.168.10.60 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:430)
> >>
> >> I check the "System Configuration" and I see no reference to
> >> RT::Authen::ExternalAuth anywhere in there. From all the logs it does
> >> not even appear that I am loading this plugin.
> >>
> >> BTW, I am running Ubuntu 8.0.4 LTS and RT version 3.8.6 and I
> > installed
> >> RT::Authen::ExternalAuth from cpan version 0.08.
> >>
> >> I have successfully run the "rt_logins_email2ldap" script and was able
> >> to make all the necessary changes to accomoodate the change from local
> >> user auth to LDAP auth. Any help anyone
> >>
> >> Can provide I would be greatly appreciative.
> >>
> >> Thanks,
> >>
> >> ----------
> >>
> >> Peter Barton
> >>
> >>
> >>
> >>
> >> RT Training in Washington DC, USA on Oct 25&   26 2010
> >> Last one this year -- Learn how to get the most out of RT!
> >
> > RT Training in Washington DC, USA on Oct 25&  26 2010
> > Last one this year -- Learn how to get the most out of RT!
> >
> > RT Training in Washington DC, USA on Oct 25&  26 2010
> > Last one this year -- Learn how to get the most out of RT!
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From jledford at biltmore.com  Wed Sep  1 15:32:35 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 1 Sep 2010 15:32:35 -0400
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <20100901192512.GC550@jibsheet.com>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv>
	<4C7D845F.10401@gaiaonline.com>
	<F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>
	<4C7E9847.6050406@gaiaonline.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com>
	<20100901192512.GC550@jibsheet.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA5348EA@MAILBOX.tbcnet.biltmore.com>


> But you can't assign permissions to a user that's never logged in.

If you run LDAPImport, that user should be there to find and make privileged so you can grant them rights

--
Sorry, that's what I meant.  If you just use the external auth plugin you can't assign them permissions until they have logged in, unless you are using ldapimport.

Can you point me in the direction of the current work in the git repo so I can take a look? 


From falcone at bestpractical.com  Wed Sep  1 15:41:49 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Sep 2010 15:41:49 -0400
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA5348EA@MAILBOX.tbcnet.biltmore.com>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv>
	<4C7D845F.10401@gaiaonline.com>
	<F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>
	<4C7E9847.6050406@gaiaonline.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com>
	<20100901192512.GC550@jibsheet.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA5348EA@MAILBOX.tbcnet.biltmore.com>
Message-ID: <20100901194149.GD550@jibsheet.com>

On Wed, Sep 01, 2010 at 03:32:35PM -0400, Jason Ledford wrote:
> > > But you can't assign permissions to a user that's never logged in.
> > 
> > If you run LDAPImport, that user should be there to find and make privileged so you can grant them rights
> 
> --
> Sorry, that's what I meant.  If you just use the external auth plugin you can't assign them permissions until they have logged in, unless you are using ldapimport.

Ok, good, just wanted to clarify for the list archives.

> Can you point me in the direction of the current work in the git repo so I can take a look? 

http://github.com/bestpractical/rt-extension-ldapimport/

It is due for a developer's release, but that hasn't been a priority

-kevin
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From alister at gossamer-threads.com  Wed Sep  1 15:47:28 2010
From: alister at gossamer-threads.com (Alister West)
Date: Wed, 01 Sep 2010 12:47:28 -0700
Subject: [rt-users] Approval link missing
Message-ID: <4C7EADD0.9090409@gossamer-threads.com>

Hi rt-users,

What permissions must I give to a certain user/group to enable the 
'Approval' left-hand-nav menu item?

I had the link for my ApproverCA user but after discussion with the 
client I found that this user needed much more restricted rights. I 
restricted the rights for this user to almost bare-bones and their 
'Approval' link (not surprisingly) disappeared.

What is the minimum amount of rights needed to do this?
My ApprovalTicketRequests are in a ApprovalsCA queue.


Thanks in advance,



/Alister


P.S. Here is some extra info for what I have done with my RT install 
exactly.


RT:3.8.8

OnTicketCreate an approval-request goes into the ApprovalsCA queue.
In the future other tickets will go into other queues.
(I am not opposed to using the ___Approvals queue, I just didn't think I 
could restrict access on Group Membership for groups can/cannot approve.)

From: http://wiki.bestpractical.com/view/ApprovalCreation

"By managing your permissions, you can set up Approval systems
  for various organisational departments.

Note that if you're using the default ___Approvals Queue for your 
approvals, you'll need to give the people who are to approve things 
permissions to see tickets in this queue (which you can only do by 
granting Global permissions.) You'll want to grant ShowTicket to 
AdminCC's (which ever role your template attaches the approving group to 
the approval ticket as)"

I have tried this for my own queue but it doesn't seem to work.

Permissions I have set:
Global:
    AdminCC:: ShowTicket
ApprovalsCA Queue:
   ApproversCA: ModifyTicket, SeeQueue, ShowTicket


My-Approval-Template:
===Create-Ticket: changerequest-approval
Subject: A ticket needs approval - {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Refers-To: TOP
Queue: ApprovalsCA
Type: approval
Owner: username-of-owner
AdminCC: {
    my $group_name  = "ApproversCA";
    my $groups      = RT::Groups->new( $RT::SystemUser );

    $groups->LimitToUserDefinedGroups();
    $groups->Limit( 'FIELD' => 'Name',
                    'OPERATOR' => '=', 'VALUE' => $group_name );
    $groups->First->Id;
}
Content: Someone has moved a ticket into the ChangeRequests queue. You 
should review and approve it.
ENDOFCONTENT



From jblaine at kickflop.net  Wed Sep  1 16:40:55 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 01 Sep 2010 16:40:55 -0400
Subject: [rt-users] Chose Scrip order?
Message-ID: <4C7EBA57.5040002@kickflop.net>

Is there any way to prioritize Scrips?  Or perhaps someone
can suggest something else based on the following?

I'm doing something in Scrip 1 that may alter custom field X
(employee numbers).

Scrip 2 which is in place and working fine right now has the
job of looking up some employee details for every employee
number listed in field X, and storing those details in
field Y.  It runs only when:

     Transaction type is Create
     OR
     Transaction field is "field X" (field X was changed)
     OR
     Someone modified field Y by hand (nobody is ever supposed
     to do this)

If I know Scrip 2 runs after Scrip 1, then I know custom field
Y will have the correct data because field X was up to date.


From alister at gossamer-threads.com  Wed Sep  1 17:37:33 2010
From: alister at gossamer-threads.com (Alister West)
Date: Wed, 01 Sep 2010 14:37:33 -0700
Subject: [rt-users] Approval link missing
In-Reply-To: <4C7EADD0.9090409@gossamer-threads.com>
References: <4C7EADD0.9090409@gossamer-threads.com>
Message-ID: <4C7EC79D.2070908@gossamer-threads.com>


Found it. It was a global setting.

Configuration > Global > Group Rights > $mygroup > ShowApprovalsTab

Cheers,

Alister West <alister at gossamer-threads.com>
http://www.gossamer-threads.com


> What permissions must I give to a certain user/group to enable the
> 'Approval' left-hand-nav menu item?


From flatworm at users.sourceforge.net  Wed Sep  1 17:45:49 2010
From: flatworm at users.sourceforge.net (Konstantin Khomoutov)
Date: Thu, 2 Sep 2010 01:45:49 +0400
Subject: [rt-users] Chose Scrip order?
In-Reply-To: <4C7EBA57.5040002@kickflop.net>
References: <4C7EBA57.5040002@kickflop.net>
Message-ID: <20100901214549.GB2100@localhost.localdomain>

On Wed, Sep 01, 2010 at 04:40:55PM -0400, Jeff Blaine wrote:

> Is there any way to prioritize Scrips?
http://wiki.bestpractical.com/view/ScripExecOrder



From sgsax at ksu.edu  Wed Sep  1 17:47:57 2010
From: sgsax at ksu.edu (Seth Galitzer)
Date: Wed, 01 Sep 2010 16:47:57 -0500
Subject: [rt-users] Using the CLI in Windows
Message-ID: <4C7ECA0D.8050806@ksu.edu>

I ran into this issue this week and found a solution, so I thought I'd 
share it.

I've got a set of scripts that use the CLI extensively.  I got the the 
script that runs on Windows and found that the CLI would run, but not 
authenticate correctly with the server.  Long story short: the CLI 
expects unix-style paths for finding an .rtrc file and doesn't know how 
to deal with Windows-style paths.

There are two solutions I can see:
1) hack the rt CLI script so it also knows in general how to parse 
Windows paths
2) store the account settings in environment variables

I ultimately chose #2, since it was the quickest route to getting things 
done.  I could probably do #1 at this point, but it will have to wait 
until other projects are done.

Cheers.
Seth

-- 
Seth Galitzer
Systems Coordinator
Computing and Information Sciences
Kansas State University
http://www.cis.ksu.edu/~sgsax
sgsax at ksu.edu
785-532-7790


From jnarins at seniorbridge.com  Wed Sep  1 18:04:10 2010
From: jnarins at seniorbridge.com (Josh Narins)
Date: Wed, 1 Sep 2010 18:04:10 -0400
Subject: [rt-users] Tickets in Approval queue hard to find
In-Reply-To: <20100901171635.GA550@jibsheet.com>
References: <F61EA32D7A6A79478142BA12E77AEE832643DECA77@MS3.nyc.seniorbridgeinternal.com>
	<20100901171635.GA550@jibsheet.com>
Message-ID: <F61EA32D7A6A79478142BA12E77AEE832643DECA82@MS3.nyc.seniorbridgeinternal.com>

> On Wed, Sep 01, 2010 at 12:37:20PM -0400, Josh Narins wrote:
>>    Wed Sep  1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals' by RT_System
>>    (/opt/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671)
>
> If you used the builtin ___Approvals queue, you'd just click on the Approvals
> tab on the left to see pending approvals you need to work.
>
> -kevin

That's obviously what I want, maybe I've messed something up by creating an Approvals queue by hand, first?

I changed my template to look like this but Approvals still seems empty.

===Create-Ticket: ___Approvals
Subject: Please Approve "{$Tickets{'TOP'}->Subject}"
Queue: ___Approvals
Type: approval
Depended-On-By: {$Tickets{"TOP"}->Id}
Refers-To: {$Tickets{"TOP"}->Id}
Status: new
Requestors: {$Tickets{"TOP"}->Owner}
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{'TOP'}->Subject}. Please review. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT



Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnarins at seniorbridge.com

SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com



SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.


From falcone at bestpractical.com  Wed Sep  1 18:11:05 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Sep 2010 18:11:05 -0400
Subject: [rt-users] Tickets in Approval queue hard to find
In-Reply-To: <F61EA32D7A6A79478142BA12E77AEE832643DECA82@MS3.nyc.seniorbridgeinternal.com>
References: <F61EA32D7A6A79478142BA12E77AEE832643DECA77@MS3.nyc.seniorbridgeinternal.com>
	<20100901171635.GA550@jibsheet.com>
	<F61EA32D7A6A79478142BA12E77AEE832643DECA82@MS3.nyc.seniorbridgeinternal.com>
Message-ID: <20100901221105.GE550@jibsheet.com>

On Wed, Sep 01, 2010 at 06:04:10PM -0400, Josh Narins wrote:
> > On Wed, Sep 01, 2010 at 12:37:20PM -0400, Josh Narins wrote:
> >>    Wed Sep  1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals' by RT_System
> >>    (/opt/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671)
> >
> > If you used the builtin ___Approvals queue, you'd just click on the Approvals
> > tab on the left to see pending approvals you need to work.
> >
> > -kevin
> 
> That's obviously what I want, maybe I've messed something up by creating an Approvals queue by hand, first?
> 
> I changed my template to look like this but Approvals still seems empty.
>
> ===Create-Ticket: ___Approvals
> Subject: Please Approve "{$Tickets{'TOP'}->Subject}"
> Queue: ___Approvals
> Type: approval
> Depended-On-By: {$Tickets{"TOP"}->Id}
> Refers-To: {$Tickets{"TOP"}->Id}
> Status: new
> Requestors: {$Tickets{"TOP"}->Owner}
> Condition: On Fixed
> Content-Type: text/plain
> Content: Someone has completed the task {$Tickets{'TOP'}->Subject}. Please review. Resolve this ticket if the review was satisfactory.
> ENDOFCONTENT

Your tickets don't have an Owner or AdminCcs, who is supposed to work
them?

-kevin
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From PBarton at iesi.com  Wed Sep  1 18:13:30 2010
From: PBarton at iesi.com (Peter Barton)
Date: Wed, 1 Sep 2010 17:13:30 -0500
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <20100901194149.GD550@jibsheet.com>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv><4C7D845F.10401@gaiaonline.com><F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv><4C7E9847.6050406@gaiaonline.com><435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com><20100901192512.GC550@jibsheet.com><435CB3214F92FD4E8E5CEEB86A20440240FA5348EA@MAILBOX.tbcnet.biltmore.com>
	<20100901194149.GD550@jibsheet.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB7122A9D8C@exch-iesi.iesicorp.tf.prv>

On Wed, Sep 01, 2010 at 03:32:35PM -0400, Jason Ledford wrote:
> > > But you can't assign permissions to a user that's never logged in.
> > 
> > If you run LDAPImport, that user should be there to find and make
privileged so you can grant them rights
> 
> --
> Sorry, that's what I meant.  If you just use the external auth plugin
you can't assign them permissions until they have logged in, unless you
are using >ldapimport.

>Ok, good, just wanted to clarify for the list archives.

> Can you point me in the direction of the current work in the git repo
so I can take a look? 

>http://github.com/bestpractical/rt-extension-ldapimport/

>It is due for a developer's release, but that hasn't been a priority

>-kevin

After I wrote this email earlier I did some searches and found the
LDAPImport script.  I have messed with it all day and now have it
working pretty reliably.  I have two questions though.

1. If I try to search from the top of my AD Tree the script crashes and
says the search is too large, so I am forced to run this multiple times
and refine my baseDN each time.  Anyone know of a way to increase the
size of the search so I can do my entire tree each night?

2. I have Custom Fields added to my user information ( Manager, Title )
and I was wondering if the LDAPImport script can import into the custom
fields?

Thanks for any help,

----------
Peter Barton



From falcone at bestpractical.com  Wed Sep  1 18:22:17 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 1 Sep 2010 18:22:17 -0400
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7122A9D8C@exch-iesi.iesicorp.tf.prv>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv>
	<4C7D845F.10401@gaiaonline.com>
	<F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv>
	<4C7E9847.6050406@gaiaonline.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com>
	<20100901192512.GC550@jibsheet.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA5348EA@MAILBOX.tbcnet.biltmore.com>
	<20100901194149.GD550@jibsheet.com>
	<F81756C3921F504D9469B59C2E884FB7122A9D8C@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100901222217.GF550@jibsheet.com>

On Wed, Sep 01, 2010 at 05:13:30PM -0500, Peter Barton wrote:
> After I wrote this email earlier I did some searches and found the
> LDAPImport script.  I have messed with it all day and now have it
> working pretty reliably.  I have two questions though.
> 
> 1. If I try to search from the top of my AD Tree the script crashes and
> says the search is too large, so I am forced to run this multiple times
> and refine my baseDN each time.  Anyone know of a way to increase the
> size of the search so I can do my entire tree each night?

How many users? I have it importing/updating 50-60K users without
issue.

> 2. I have Custom Fields added to my user information ( Manager, Title )
> and I was wondering if the LDAPImport script can import into the custom
> fields?

CF.Foo should work

patches for README welcome

-kevin
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From jledford at biltmore.com  Wed Sep  1 19:39:55 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 1 Sep 2010 19:39:55 -0400
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7122A9D8C@exch-iesi.iesicorp.tf.prv>
References: <F81756C3921F504D9469B59C2E884FB71222301D@exch-iesi.iesicorp.tf.prv><4C7D845F.10401@gaiaonline.com><F81756C3921F504D9469B59C2E884FB71222346D@exch-iesi.iesicorp.tf.prv><4C7E9847.6050406@gaiaonline.com><435CB3214F92FD4E8E5CEEB86A20440240FA53488D@MAILBOX.tbcnet.biltmore.com><20100901192512.GC550@jibsheet.com><435CB3214F92FD4E8E5CEEB86A20440240FA5348EA@MAILBOX.tbcnet.biltmore.com>
	<20100901194149.GD550@jibsheet.com>,
	<F81756C3921F504D9469B59C2E884FB7122A9D8C@exch-iesi.iesicorp.tf.prv>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD533@MAILBOX.tbcnet.biltmore.com>

We had to set MaxPageSize on the DC we were querying.  There is a default MaxPageSize of 1000 records, meaning you can only query 1000 records at a time.  You can change it on the DC though to whatever http://support.microsoft.com/kb/315071

It was dying for me as well until we changed that.  Cron runs it now.

Jason Ledford
Systems Analyst
The Biltmore Company
One North Pack Square
Asheville, NC 28801
(828) 225-6127
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Peter Barton [PBarton at iesi.com]
Sent: Wednesday, September 01, 2010 6:13 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT::Authen::ExternalAuth


After I wrote this email earlier I did some searches and found the
LDAPImport script.  I have messed with it all day and now have it
working pretty reliably.  I have two questions though.

1. If I try to search from the top of my AD Tree the script crashes and
says the search is too large, so I am forced to run this multiple times
and refine my baseDN each time.  Anyone know of a way to increase the
size of the search so I can do my entire tree each night?

2. I have Custom Fields added to my user information ( Manager, Title )
and I was wondering if the LDAPImport script can import into the custom
fields?

Thanks for any help,

----------
Peter Barton


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From rahul.rk1979 at gmail.com  Thu Sep  2 03:12:22 2010
From: rahul.rk1979 at gmail.com (Rahul Chaturvedi)
Date: Thu, 2 Sep 2010 20:12:22 +1300
Subject: [rt-users] reporting tool for RT
Message-ID: <AANLkTim-npWr0H0T_P92QGTiUHpo_W9Kg=PpdvfzrxUF@mail.gmail.com>

Hi All,

Is there any reporting tool available for RT 3.8.8 to generate reports and
save them in xls or pdf form.

Thanks

Rahul

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From lan at zato.ru  Thu Sep  2 04:16:47 2010
From: lan at zato.ru (alexander lunyov)
Date: Thu, 02 Sep 2010 12:16:47 +0400
Subject: [rt-users] auto search for custom fields on ticket create/edit
Message-ID: <4C7F5D6F.8030603@zato.ru>

Hello.
We are using RT as a tech support ticket tracking system, and in 
"connection problems" queue we use custom field of customer number. The 
idea is somehow to see previous solved requests for the same customer 
number in current request overview screen, or maybe have a link to quick 
search with filled CF value of this customer number, so one can quickly 
see history for this customer requests without making search and filling 
manually thata number as a criteria every time. Is it possible?

-- 
best regards


From praveen.velu84 at yahoo.com  Thu Sep  2 04:18:11 2010
From: praveen.velu84 at yahoo.com (Praveen C)
Date: Thu, 2 Sep 2010 13:48:11 +0530 (IST)
Subject: [rt-users] Issue with replying to forwarded mails
Message-ID: <246628.68041.qm@web95702.mail.in.yahoo.com>

Hi All,

We have an issue in email forwarding using RT web interface. We forwarded a 
ticket to another email address inside our organization, who is not a part of 
RT. When he replied to that
message from his email client mail sent to requester also

If user is a member in RT then he can login to RT and reply as a comment to 
avoid 

this issue. Is there any option which where we can block reply to requester if 
somebody is replying to a forwarded mail

Praveen C
Blog : http://pravindev.blogspot.com
"-Break the gates to free your world-"





From dominic.hargreaves at oucs.ox.ac.uk  Thu Sep  2 04:39:46 2010
From: dominic.hargreaves at oucs.ox.ac.uk (Dominic Hargreaves)
Date: Thu, 2 Sep 2010 09:39:46 +0100
Subject: [rt-users] RT::Authen::ExternalAuth
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD533@MAILBOX.tbcnet.biltmore.com>
References: <F81756C3921F504D9469B59C2E884FB7122A9D8C@exch-iesi.iesicorp.tf.prv>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD533@MAILBOX.tbcnet.biltmore.com>
Message-ID: <20100902083946.GA21061@gunboat-diplomat.oucs.ox.ac.uk>

On Wed, Sep 01, 2010 at 07:39:55PM -0400, Jason Ledford wrote:
> We had to set MaxPageSize on the DC we were querying.  There is a default MaxPageSize of 1000 records, meaning you can only query 1000 records at a time.  You can change it on the DC though to whatever http://support.microsoft.com/kb/315071
> 
> It was dying for me as well until we changed that.  Cron runs it now.

Alternatively, you could modify the LDAP import script to use
Net::LDAP::Control::Paged.

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
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From drasar at ics.muni.cz  Thu Sep  2 05:08:45 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Thu, 02 Sep 2010 11:08:45 +0200
Subject: [rt-users] (no subject)
Message-ID: <4C7F699D.1060404@ics.muni.cz>

Hi,
this is an attepmt to bump one old thread. In case it does not work as
it should, here is the orginal post:

> This seems to be a rare occurrence, but our RT install sometimes stops
> sending email.  I have to restart Apache or kill the fastcgi processes
> and let them restart before it will resume.  RT 3.8.7, Apache 2,
> fastcgi, and I've changed it to use sendmail instead of the default
> sendmailpipe (happened more frequently with sendmailpipe, but still
> happens with sendmail)
> Set($MailCommand , 'sendmail');
> Set($SendmailArguments , "-oi");
> 
> I see this in the logs when RT attempts to send an email:
> Jan 13 13:18:28 rt mog_rt: Scrip Commit 10 died. - Can't fork at
> /usr/share/perl5/Mail/Mailer.pm line 137. Stack:
> [/usr/share/perl5/Mail/Mailer.pm:137]
> [/usr/share/perl5/Mail/Internet.pm:451]
> [/home/rt/mog_rt/bin/../lib/RT/Interface/Email.pm:503]
> [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:307]
> [/home/rt/mog_rt/bin/../lib/RT/Action/SendEmail.pm:129]
> [/home/rt/mog_rt/bin/../lib/RT/ScripAction_Overlay.pm:238]
> [/home/rt/mog_rt/bin/../lib/RT/Scrip_Overlay.pm:464]
> [/home/rt/mog_rt/bin/../lib/RT/Scrips_Overlay.pm:196]
> [/home/rt/mog_rt/bin/../local/lib/RT/Transaction_Overlay.pm:188]
> [/home/rt/mog_rt/bin/../lib/RT/Record.pm:1457]
> [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:3323]
> [/home/rt/mog_rt/bin/../lib/RT/Ticket_Overlay.pm:2996]
> [/home/rt/mog_rt/bin/../lib/RT/Record.pm:898]
> [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1340]
> [/home/rt/mog_rt/bin/../lib/RT/Interface/Web.pm:1450]
> [/home/rt/mog_rt/share/html/Ticket/Display.html:155]
> [/home/rt/mog_rt/share/html/Tick
> 
> (the line appears to be truncated in the logs)
> 
> Has anyone else seen this?

I am more or less in the same situation here. We are using cron scripts
that send to the RT once in a while some mails and these mails are then
sent from the RT to other recipients (via the Autoreply scrip).

Problem is that these cron scripts usually produce more than 10 mails at
a time and the RT obviously struggles with delivering that many mails in
such a small time frame.

Looking inside the Mailer.pm file, one can see that there is this call:
my $child = open $self, '|-';
which tries to fork a subprocess to do the mailing job. So what happens
is that the RT in fact attempts to create more than 10 subprocesses.

I thought that that might be a problem, but looking in the limits.conf I
have found that I have no limits set at all.

Do you think this might be a problem? And if so, do you have idea how to
fix it?

My system:
> Linux version 2.6.26-2-686 (Debian 2.6.26-24lenny1) (dannf at debian.org) (gcc version 4.1.3 20080704 (prerelease) (Debian 4.1.2-25)) #1 SMP Thu Aug 19 03:44:10 UTC 2010
> perl, v5.10.0 built for i486-linux-gnu-thread-multi
> Server version: Apache/2.2.9 (Debian)
> Server built:   Apr 19 2010 19:57:58
> RT 3.8.7

Thank you very much for your help

Regards,
Martin

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
CSIRT-MU, Network Security Department          http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From drasar at ics.muni.cz  Thu Sep  2 05:12:31 2010
From: drasar at ics.muni.cz (Martin Drasar)
Date: Thu, 02 Sep 2010 11:12:31 +0200
Subject: [rt-users] RT stops sending email
In-Reply-To: <4C7F699D.1060404@ics.muni.cz>
References: <4C7F699D.1060404@ics.muni.cz>
Message-ID: <4C7F6A7F.4080508@ics.muni.cz>

Oh boy, the subject should have of course be different...

-- 
Mgr. Martin Drasar                                   drasar at ics.muni.cz
CSIRT-MU, Network Security Department          http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


From howie at thingy.com  Thu Sep  2 07:57:08 2010
From: howie at thingy.com (Howard Jones)
Date: Thu, 02 Sep 2010 12:57:08 +0100
Subject: [rt-users] Multipart templates?
Message-ID: <4C7F9114.4030703@thingy.com>

 Is it possible to create templates in RT where I specify the parts of a
MIME multipart message?

I've got a working HTML template by adding the  Content-type header, but
the plain text conversion produced by RT is suboptimal (strips out
links, mashes tables). I'd rather provide a nicer plaintext version
myself if I can. I was imagining that this might work by me provider the
part boundary and then using it, or something along those lines...

Has anyone had any success with this?

Thanks,

Howie


From garyo at genarts.com  Thu Sep  2 09:52:21 2010
From: garyo at genarts.com (Gary Oberbrunner)
Date: Thu, 02 Sep 2010 09:52:21 -0400
Subject: [rt-users] Upgrading from 3.8.2
Message-ID: <4C7FAC15.8090908@genarts.com>

Hi folks; we've been running 3.8.2 for ages now, and would like to
upgrade to the latest version.  We're reasonably small so upgrading
isn't a huge deal for us.  My question is, should we upgrade to 3.8.8 or
use something newer?  Is there going to be a 3.9 or 3.10 soon (or even
4.0)?  I'm comfortable using git and building from source if that is
anywhere close to reasonably stable.  We run RT on Ubuntu 8.04 with
mysql so it's a pretty vanilla install.

Any advice appreciated; thanks!

-- 
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner                garyo at genarts.com
GenArts, Inc.                   Tel: 617-492-2888
955 Mass. Ave                   Fax: 617-492-2852
Cambridge, MA 02139 USA         www.genarts.com


From gareth at phonepower.com  Thu Sep  2 11:03:08 2010
From: gareth at phonepower.com (Gareth Tupper)
Date: Thu, 2 Sep 2010 08:03:08 -0700
Subject: [rt-users] Move ticket queue on date expiry
Message-ID: <714DEF9BF251844BB4667329D459B7C73C6319AE6E@EXVS02.exchangecarrier.net>

Hallo

Wonder if anyone can point me in the right direction.  I'm using RT 3.8.6.  I'd like to move tickets to a new queue if the 'updated' date is older than 3 days.
The intention is to stop tickets getting lost & languishing untouched.

Can RT do this?


Cheers,

Gareth
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From kfcrocker at lbl.gov  Thu Sep  2 12:09:21 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 2 Sep 2010 09:09:21 -0700
Subject: [rt-users] auto search for custom fields on ticket create/edit
In-Reply-To: <4C7F5D6F.8030603@zato.ru>
References: <4C7F5D6F.8030603@zato.ru>
Message-ID: <AANLkTi=srwpC+7N84=EiUAVfzW9stRgFYsbjb1J=JAb4@mail.gmail.com>

Alex,

You can do that with the Query tool. Once you have selected and added the
Queue, all Custom Fields applied to that Queue are available for search. Put
that Search into your Dashboard or Home Page. Hope this helps.

Kenn
LBNL

On Thu, Sep 2, 2010 at 1:16 AM, alexander lunyov <lan at zato.ru> wrote:

> Hello.
> We are using RT as a tech support ticket tracking system, and in
> "connection problems" queue we use custom field of customer number. The idea
> is somehow to see previous solved requests for the same customer number in
> current request overview screen, or maybe have a link to quick search with
> filled CF value of this customer number, so one can quickly see history for
> this customer requests without making search and filling manually thata
> number as a criteria every time. Is it possible?
>
> --
> best regards
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Thu Sep  2 12:08:41 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 2 Sep 2010 09:08:41 -0700
Subject: [rt-users] Issue with replying to forwarded mails
In-Reply-To: <246628.68041.qm@web95702.mail.in.yahoo.com>
References: <246628.68041.qm@web95702.mail.in.yahoo.com>
Message-ID: <AANLkTi=xGBgfvE-FMvcGYyUO-zE10XDbqo4QH8jY8DSn@mail.gmail.com>

Praveen,

It sounds like you have granted "ReplyToTicket" too generously. Trim it down
a bit. How about granting it Globally to Requestors & Owners, then on a
Queue by Queue basis, grant that right just to the groups that should be
accessing that Queue with specific rights.

Kenn
LBNL

On Thu, Sep 2, 2010 at 1:18 AM, Praveen C <praveen.velu84 at yahoo.com> wrote:

> Hi All,
>
> We have an issue in email forwarding using RT web interface. We forwarded a
> ticket to another email address inside our organization, who is not a part
> of
> RT. When he replied to that
> message from his email client mail sent to requester also
>
> If user is a member in RT then he can login to RT and reply as a comment to
> avoid
>
> this issue. Is there any option which where we can block reply to requester
> if
> somebody is replying to a forwarded mail
>
> Praveen C
> Blog : http://pravindev.blogspot.com
> "-Break the gates to free your world-"
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From falcone at bestpractical.com  Thu Sep  2 12:16:46 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 2 Sep 2010 12:16:46 -0400
Subject: [rt-users] Issue with replying to forwarded mails
In-Reply-To: <246628.68041.qm@web95702.mail.in.yahoo.com>
References: <246628.68041.qm@web95702.mail.in.yahoo.com>
Message-ID: <20100902161646.GG550@jibsheet.com>

On Thu, Sep 02, 2010 at 01:48:11PM +0530, Praveen C wrote:
> Hi All,
> 
> We have an issue in email forwarding using RT web interface. We forwarded a 
> ticket to another email address inside our organization, who is not a part of 
> RT. When he replied to that
> message from his email client mail sent to requester also
> 
> If user is a member in RT then he can login to RT and reply as a comment to 
> avoid 
> 
> this issue. Is there any option which where we can block reply to requester if 
> somebody is replying to a forwarded mail

Unfortunately, what it sounds like you really want is a toggle to make
RT Forward from the comment address rather than the reply address.
Sadly, RT right now only supports a way to forward from the user's
email address or the RT correspond address.

-kevin
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From amohammed.mcfcinc at gmail.com  Thu Sep  2 13:05:27 2010
From: amohammed.mcfcinc at gmail.com (Ashrafuddin Mohammed)
Date: Thu, 02 Sep 2010 12:05:27 -0500
Subject: [rt-users] Cannot Configure Email Gateway
Message-ID: <4C7FD957.40005@americanmutualloans.com>

  Hi,

I am unable to configure email gateway even after following the 
instructions under Ubuntu version 8.0 using sendmailpipe.
I don't even know where to look up for errors if any. Can anyone help me 
configure rt-mailgate server.
thanks.
-- 


From ktm at rice.edu  Thu Sep  2 13:46:58 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 2 Sep 2010 12:46:58 -0500
Subject: [rt-users] Move ticket queue on date expiry
In-Reply-To: <714DEF9BF251844BB4667329D459B7C73C6319AE6E@EXVS02.exchangecarrier.net>
References: <714DEF9BF251844BB4667329D459B7C73C6319AE6E@EXVS02.exchangecarrier.net>
Message-ID: <20100902174658.GK20916@aart.is.rice.edu>

On Thu, Sep 02, 2010 at 08:03:08AM -0700, Gareth Tupper wrote:
> Hallo
> 
> Wonder if anyone can point me in the right direction.  I'm using RT 3.8.6.  I'd like to move tickets to a new queue if the 'updated' date is older than 3 days.
> The intention is to stop tickets getting lost & languishing untouched.
> 
> Can RT do this?
> 
> 
> Cheers,
> 
> Gareth

Hi Gareth,

You should be able to use the rt-crontool command to do this
via a cronjob on your system. Generally, if the due date for
a ticket is set correctly, the ticket will show up closer to
the top in the "10 highest priority tickets I own" window of
the dashboard.

Another way would be to simply add another window to your
dashboard, using a saved search, the display your tickets
that have not been updated in 3 days. That would be my
preferred solution, if the normal ticket order change as
the due date approaches will not work.

Regards,
Ken


From gareth at phonepower.com  Thu Sep  2 16:29:56 2010
From: gareth at phonepower.com (Gareth Tupper)
Date: Thu, 2 Sep 2010 13:29:56 -0700
Subject: [rt-users] Move ticket queue on date expiry
In-Reply-To: <20100902174658.GK20916@aart.is.rice.edu>
References: <714DEF9BF251844BB4667329D459B7C73C6319AE6E@EXVS02.exchangecarrier.net>
	<20100902174658.GK20916@aart.is.rice.edu>
Message-ID: <714DEF9BF251844BB4667329D459B7C73C6319B04C@EXVS02.exchangecarrier.net>

That sounds great.  Currently, I can build a search that says:
Status != 'resolved' AND LastUpdated < '2010-09-02' 

What's the correct syntax for something like:

Status != 'resolved' AND LastUpdated < (TODAY-3) 


-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Thursday, September 02, 2010 10:47 AM
To: Gareth Tupper
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Move ticket queue on date expiry

On Thu, Sep 02, 2010 at 08:03:08AM -0700, Gareth Tupper wrote:
> Hallo
> 
> Wonder if anyone can point me in the right direction.  I'm using RT 3.8.6.  I'd like to move tickets to a new queue if the 'updated' date is older than 3 days.
> The intention is to stop tickets getting lost & languishing untouched.
> 
> Can RT do this?
> 
> 
> Cheers,
> 
> Gareth

Hi Gareth,

You should be able to use the rt-crontool command to do this
via a cronjob on your system. Generally, if the due date for
a ticket is set correctly, the ticket will show up closer to
the top in the "10 highest priority tickets I own" window of
the dashboard.

Another way would be to simply add another window to your
dashboard, using a saved search, the display your tickets
that have not been updated in 3 days. That would be my
preferred solution, if the normal ticket order change as
the due date approaches will not work.

Regards,
Ken


From jesse at bestpractical.com  Thu Sep  2 16:28:08 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 2 Sep 2010 16:28:08 -0400
Subject: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
In-Reply-To: <AANLkTime3_3KCCF1hkhUS9ds1LuBrCO98uzVWa673T08@mail.gmail.com>
References: <20100805210831.GH27496@bestpractical.com>
	<AANLkTime3_3KCCF1hkhUS9ds1LuBrCO98uzVWa673T08@mail.gmail.com>
Message-ID: <20100902202808.GT14225@bestpractical.com>




On Wed, Sep 01, 2010 at 11:39:26AM -0500, Max McGrath wrote:
> I seem to be having issues on my Blackberry with the MobileUI.
> 
> Here's what I have:
> 
> RT 3.8.8 on Ubuntu 10.04 and MobileUI 0.96.
> 
> Blackberry Curve
> Blackberry 8530
> v5.0.0.654 (Bundle 1108, Platform 4.2.0.298)
> 
> If I tell the browser to go directly to the MobileUI it works -- but it does
> not auto detect it and just brings me to the normal login page...
> 
> Am I missing something simple?
> --

Can you get the string the user's browser identifies itself as?


From ian at cillion.co.za  Thu Sep  2 16:45:06 2010
From: ian at cillion.co.za (Ian Rowland)
Date: Thu, 02 Sep 2010 22:45:06 +0200
Subject: [rt-users] Report on time worked per user
In-Reply-To: <20100902202808.GT14225@bestpractical.com>
Message-ID: <C8A5D972.12A72%rowland@aptus.ws>

Hi folks

I'd like to pull a report on time worked per user on a ticket, at present I
am pulling a report on resolved, then go into each ticket to see how much
time was spent per user on a ticket.

Is there a way to report on time spent per user on a ticket?

Example:

Ticket ID   Subject     Total Time Spent    Time User A     Time User B etc
2223 Ian cannot print   30  15 15 etc




From johan.sjoberg at deltamanagement.se  Thu Sep  2 16:56:51 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Thu, 2 Sep 2010 22:56:51 +0200
Subject: [rt-users] Report on time worked per user
In-Reply-To: <C8A5D972.12A72%rowland@aptus.ws>
References: <20100902202808.GT14225@bestpractical.com>
	<C8A5D972.12A72%rowland@aptus.ws>
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C1521CBCD3A@WIN01.ad.deltamanagement.se>

I think that this is what you want.

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

/Johan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ian Rowland
Sent: den 2 september 2010 22:45
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Report on time worked per user

Hi folks

I'd like to pull a report on time worked per user on a ticket, at present I am pulling a report on resolved, then go into each ticket to see how much time was spent per user on a ticket.

Is there a way to report on time spent per user on a ticket?

Example:

Ticket ID   Subject     Total Time Spent    Time User A     Time User B etc
2223 Ian cannot print   30  15 15 etc



RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!


From dillweeds at gmail.com  Thu Sep  2 17:16:06 2010
From: dillweeds at gmail.com (dill weed)
Date: Thu, 2 Sep 2010 14:16:06 -0700
Subject: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1
Message-ID: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>

I recently updated my installation of rt38 from the ports collection
on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
start.  Here is a copy of the error that I'm am receiving:

[Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
$Devel::StackTrace::VERSION--version check failed at
/usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
10.\nBEGIN failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
10.\nCompilation failed in require at
/usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
10.\nBEGIN failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
10.\nCompilation failed in require at
/usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
73.\nBEGIN failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
73.\nCompilation failed in require at
/usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
18.\nBEGIN failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
18.\nCompilation failed in require at
/usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
41.\nBEGIN failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
41.\nCompilation failed in require at (eval 1218) line
3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
94.\nBEGIN failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
55.\nCompilation failed in require at
/usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
60.\nBEGIN failed--compilation aborted at
/usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
150.\nCompilation failed in require at (eval 4) line 1.\n

[Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
/usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...

However when I comment out the webmux.pl line from my httpd.conf the
server starts fine.  I'm not sure why the error is coming from
Devel::StrackTrace and I'm not sure how to fix this error.  I'm
anxious to hear what tips other users might have.

Everything is update as far as the ports collection is concerned. I'm
running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
5.1.(something).  All items were installed from the ports collection.

Thank you in advance for the help,
Reid


From jesse at bestpractical.com  Thu Sep  2 17:20:51 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 2 Sep 2010 17:20:51 -0400
Subject: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1
In-Reply-To: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>
References: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>
Message-ID: <20100902212051.GZ14225@bestpractical.com>




On Thu, Sep 02, 2010 at 02:16:06PM -0700, dill weed wrote:
> I recently updated my installation of rt38 from the ports collection
> on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
> start.  Here is a copy of the error that I'm am receiving:


"make testdeps" from the RT build directory?
Also, what version of Devel::StackTrace is installed?

> 
> [Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
> $Devel::StackTrace::VERSION--version check failed at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> 10.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> 10.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> 10.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> 10.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> 73.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> 73.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> 18.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> 18.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> 41.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> 41.\nCompilation failed in require at (eval 1218) line
> 3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
> 94.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
> 55.\nCompilation failed in require at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> 60.\nBEGIN failed--compilation aborted at
> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> 60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
> 150.\nCompilation failed in require at (eval 4) line 1.\n
> 
> [Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
> /usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...
> 
> However when I comment out the webmux.pl line from my httpd.conf the
> server starts fine.  I'm not sure why the error is coming from
> Devel::StrackTrace and I'm not sure how to fix this error.  I'm
> anxious to hear what tips other users might have.
> 
> Everything is update as far as the ports collection is concerned. I'm
> running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
> 5.1.(something).  All items were installed from the ports collection.
> 
> Thank you in advance for the help,
> Reid
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-- 


From tom at netspot.com.au  Thu Sep  2 17:43:24 2010
From: tom at netspot.com.au (Tom Lanyon)
Date: Fri, 3 Sep 2010 07:13:24 +0930
Subject: [rt-users] Move ticket queue on date expiry
In-Reply-To: <714DEF9BF251844BB4667329D459B7C73C6319B04C@EXVS02.exchangecarrier.net>
References: <714DEF9BF251844BB4667329D459B7C73C6319AE6E@EXVS02.exchangecarrier.net>
	<20100902174658.GK20916@aart.is.rice.edu>
	<714DEF9BF251844BB4667329D459B7C73C6319B04C@EXVS02.exchangecarrier.net>
Message-ID: <B606E970-CBC7-4B33-8417-1866722A84B9@netspot.com.au>

On 03/09/2010, at 5:59 AM, Gareth Tupper wrote:
> That sounds great.  Currently, I can build a search that says:
> Status != 'resolved' AND LastUpdated < '2010-09-02' 
> 
> What's the correct syntax for something like:
> 
> Status != 'resolved' AND LastUpdated < (TODAY-3) 


RT uses Perl's Time::ParseDate module for parsing dates, so anything accepted by Time::ParseDate will do...

This:
	LastUpdated < '3 days ago'
would be my preference, but:
	LastUpdated < '- 3 days'
will also work.

Regards,
Tom




From dillweeds at gmail.com  Thu Sep  2 17:51:48 2010
From: dillweeds at gmail.com (dill weed)
Date: Thu, 2 Sep 2010 14:51:48 -0700
Subject: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1
In-Reply-To: <20100902212051.GZ14225@bestpractical.com>
References: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>
	<20100902212051.GZ14225@bestpractical.com>
Message-ID: <AANLkTimLKZg58nrCw8chg=S8tuceVhdXZHndLHRiaOLf@mail.gmail.com>

I don't have access to the server until Monday to run "make testdeps",
but the version of Stacktrace that I'm using is p5-Devel-StackTrace
1.23 from the FreeBSD ports collection.

Thanks

On Thu, Sep 2, 2010 at 2:20 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
>
> On Thu, Sep 02, 2010 at 02:16:06PM -0700, dill weed wrote:
>> I recently updated my installation of rt38 from the ports collection
>> on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
>> start. ?Here is a copy of the error that I'm am receiving:
>
>
> "make testdeps" from the RT build directory?
> Also, what version of Devel::StackTrace is installed?
>
>>
>> [Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
>> $Devel::StackTrace::VERSION--version check failed at
>> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
>> 10.\nBEGIN failed--compilation aborted at
>> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
>> 10.\nCompilation failed in require at
>> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
>> 10.\nBEGIN failed--compilation aborted at
>> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
>> 10.\nCompilation failed in require at
>> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
>> 73.\nBEGIN failed--compilation aborted at
>> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
>> 73.\nCompilation failed in require at
>> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
>> 18.\nBEGIN failed--compilation aborted at
>> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
>> 18.\nCompilation failed in require at
>> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
>> 41.\nBEGIN failed--compilation aborted at
>> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
>> 41.\nCompilation failed in require at (eval 1218) line
>> 3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
>> 94.\nBEGIN failed--compilation aborted at
>> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
>> 55.\nCompilation failed in require at
>> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
>> 60.\nBEGIN failed--compilation aborted at
>> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
>> 60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
>> 150.\nCompilation failed in require at (eval 4) line 1.\n
>>
>> [Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
>> /usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...
>>
>> However when I comment out the webmux.pl line from my httpd.conf the
>> server starts fine. ?I'm not sure why the error is coming from
>> Devel::StrackTrace and I'm not sure how to fix this error. ?I'm
>> anxious to hear what tips other users might have.
>>
>> Everything is update as far as the ports collection is concerned. I'm
>> running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
>> 5.1.(something). ?All items were installed from the ports collection.
>>
>> Thank you in advance for the help,
>> Reid
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
> --
>


From jesse at bestpractical.com  Thu Sep  2 17:50:11 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 2 Sep 2010 17:50:11 -0400
Subject: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1
In-Reply-To: <AANLkTimLKZg58nrCw8chg=S8tuceVhdXZHndLHRiaOLf@mail.gmail.com>
References: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>
	<20100902212051.GZ14225@bestpractical.com>
	<AANLkTimLKZg58nrCw8chg=S8tuceVhdXZHndLHRiaOLf@mail.gmail.com>
Message-ID: <20100902215011.GB14225@bestpractical.com>




On Thu, Sep 02, 2010 at 02:51:48PM -0700, dill weed wrote:
> I don't have access to the server until Monday to run "make testdeps",
> but the version of Stacktrace that I'm using is p5-Devel-StackTrace
> 1.23 from the FreeBSD ports collection.
> 

Is it actually installed in a path RT can see?


From gareth at phonepower.com  Thu Sep  2 18:34:14 2010
From: gareth at phonepower.com (Gareth Tupper)
Date: Thu, 2 Sep 2010 15:34:14 -0700
Subject: [rt-users] Move ticket queue on date expiry
In-Reply-To: <B606E970-CBC7-4B33-8417-1866722A84B9@netspot.com.au>
References: <714DEF9BF251844BB4667329D459B7C73C6319AE6E@EXVS02.exchangecarrier.net>
	<20100902174658.GK20916@aart.is.rice.edu>
	<714DEF9BF251844BB4667329D459B7C73C6319B04C@EXVS02.exchangecarrier.net>
	<B606E970-CBC7-4B33-8417-1866722A84B9@netspot.com.au>
Message-ID: <714DEF9BF251844BB4667329D459B7C73C6319B0FE@EXVS02.exchangecarrier.net>

That works a treat - thank you!

-----Original Message-----
From: Tom Lanyon [mailto:tom at netspot.com.au] 
Sent: Thursday, September 02, 2010 2:43 PM
To: Gareth Tupper
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Move ticket queue on date expiry

On 03/09/2010, at 5:59 AM, Gareth Tupper wrote:
> That sounds great.  Currently, I can build a search that says:
> Status != 'resolved' AND LastUpdated < '2010-09-02' 
> 
> What's the correct syntax for something like:
> 
> Status != 'resolved' AND LastUpdated < (TODAY-3) 


RT uses Perl's Time::ParseDate module for parsing dates, so anything accepted by Time::ParseDate will do...

This:
	LastUpdated < '3 days ago'
would be my preference, but:
	LastUpdated < '- 3 days'
will also work.

Regards,
Tom




From MikeB at connect2.net.nz  Thu Sep  2 19:20:43 2010
From: MikeB at connect2.net.nz (Mike Brady)
Date: Fri, 3 Sep 2010 11:20:43 +1200
Subject: [rt-users] What formatting is available for RTFM Wiki Format?
Message-ID: <C16F42884A7B9445BA9094376903B1F90117562C@schumacher.ImpactMedia.local>

I have just been setting up RTFM in our test environment and am confused
about the formatting of articles.

 

The installation all seems to be fine and I have added a custom field
with type "file in one wiki text area" and it shows up when creating an
article.

 

There are a couple of contradictory Wiki articles about what formatting
is available, neither of which seem to be correct based on my testing.
I had been expecting (with no good reason)  to see the FCKeditor level
of formatting available as per what is available in RT itself. 

 

In the middle of one of the Wiki pages a comment  is made that only the
formatting available in Text::WikiFormat
<http://wiki.bestpractical.com/view/WikiFormat>  is what is supported.
>From my testing this does seem to be the case.

 

Am I missing something here or is this the current state of RTFM?

 

My installed versions are RT 3.8.8 and RTFM 2.4.2 on Centos 5.5.

 

Thanks

 

Mike

 

Connect 2 Ltd.

Phone: +64 9 5249596

Mobile: + 64 21 645087

 

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From wolfram.huettermann at desy.de  Fri Sep  3 05:30:17 2010
From: wolfram.huettermann at desy.de (Wolfram Huettermann)
Date: Fri, 03 Sep 2010 11:30:17 +0200
Subject: [rt-users] Problems with SQL-time functions
Message-ID: <4C80C029.2020803@desy.de>

Hello,

I was given the task to filter all the tickets inside or outside fixed 
business hours in a specified date range. I will display you table to 
demonstrate what I mean:

weekday                  office opens                office closes

Monday-Thursday       8:00:00                        16:00:00
Friday                          8:00:00                        15:30:00

In usual SQL, one would filter weekday by weekday and exclude the time 
outside or inside working hours. If you only want to enlist the Tickets 
inside business hours, you can use the TIME and WEEKDAY functions, the 
SQL statement would look like that:

Select id, Created, Subject from Tickets where WEEKDAY(Created) not in 
(0,6) and ((WEEKDAY(Created) in(1, 2, 3, 4) and TIME(Created) > 
'08:00:00' and TIME(Created) < '16:00:00') or (WEEKDAY(Created)=5 and 
TIME(Created) > '08:00:00' and TIME(Created) < '15:30:00'))


If you put the statement after the where-clause into the method FormSQL 
of the class RT::Ticket, you will not get the right results, but /all/ 
tickets.


I do not know why that method does not work. Does anybody have any 
hints? Or is it just impossible to do so?

Greetings,

Wolfram
 




From falcone at bestpractical.com  Fri Sep  3 08:37:46 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Sep 2010 08:37:46 -0400
Subject: [rt-users] Problems with SQL-time functions
In-Reply-To: <4C80C029.2020803@desy.de>
References: <4C80C029.2020803@desy.de>
Message-ID: <20100903123746.GH550@jibsheet.com>

On Fri, Sep 03, 2010 at 11:30:17AM +0200, Wolfram Huettermann wrote:
> Hello,
> 
> I was given the task to filter all the tickets inside or outside
> fixed business hours in a specified date range. I will display you
> table to demonstrate what I mean:
> 
> weekday                  office opens                office closes
> 
> Monday-Thursday       8:00:00                        16:00:00
> Friday                          8:00:00                        15:30:00
> 
> In usual SQL, one would filter weekday by weekday and exclude the
> time outside or inside working hours. If you only want to enlist the
> Tickets inside business hours, you can use the TIME and WEEKDAY
> functions, the SQL statement would look like that:
> 
> Select id, Created, Subject from Tickets where WEEKDAY(Created) not
> in (0,6) and ((WEEKDAY(Created) in(1, 2, 3, 4) and TIME(Created) >
> '08:00:00' and TIME(Created) < '16:00:00') or (WEEKDAY(Created)=5
> and TIME(Created) > '08:00:00' and TIME(Created) < '15:30:00'))
> 
> 
> If you put the statement after the where-clause into the method
> FormSQL of the class RT::Ticket, you will not get the right results,
> but /all/ tickets.

FromSQL isn't SQL, it is TicketSQL.  I bet it is throwing away a
number of your constructs that it doesn't understand.  You may be able
to construct what you need using a vanilla Limit and the FUNCTION
arguments.

-kevin

> I do not know why that method does not work. Does anybody have any
> hints? Or is it just impossible to do so?
> 
> Greetings,
> 
> Wolfram
> 
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From PBarton at iesi.com  Fri Sep  3 11:02:12 2010
From: PBarton at iesi.com (Peter Barton)
Date: Fri, 3 Sep 2010 10:02:12 -0500
Subject: [rt-users] User Information
In-Reply-To: <20100903123746.GH550@jibsheet.com>
References: <4C80C029.2020803@desy.de> <20100903123746.GH550@jibsheet.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB7123923DA@exch-iesi.iesicorp.tf.prv>

I have had some wonderful help getting my user information pulled from
AD into my RT installation.  Now I am looking at ways to present this to
the technicians.  We use our RT installation for our technical support
helpdesk and most of our tickets are opened via E-Mail.  

I want to present the user information on the main screen of each ticket
instead of having to click into the "More about user at info.com".  I have
looked at the SideBySideView extension, but that does not look like it
can be used for user info.  Please correct me if I am wrong.

Does anyone know of an already contributed way to do what I am looking
for?

Thanks,

----------
Peter Barton


From kfcrocker at lbl.gov  Fri Sep  3 12:12:02 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 3 Sep 2010 09:12:02 -0700
Subject: [rt-users] RT Dashboard result limits problem
Message-ID: <AANLkTi=x_cZuZUsy6140UYXX8xbCFwXWMT18mL7iDwLG@mail.gmail.com>

To list (again),

I have a dashboard that I set up with *"unlimited"* as the number of rows.
My results should have been about 485 lines. Instead, my email had 20 rows.
I re-set it for *"100"* rows and I got 100 rows in the email. That was good.

So, I'm trying to figure out why *"unlimited"* produces results of 20 rows
and all the others work fine.

Has anyone else had a problem with Query result limits in an email from a
dashboard?

Thanks for your help.

Kenn
LBNL
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From falcone at bestpractical.com  Fri Sep  3 12:17:16 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 3 Sep 2010 12:17:16 -0400
Subject: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1
In-Reply-To: <AANLkTimLKZg58nrCw8chg=S8tuceVhdXZHndLHRiaOLf@mail.gmail.com>
References: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>
	<20100902212051.GZ14225@bestpractical.com>
	<AANLkTimLKZg58nrCw8chg=S8tuceVhdXZHndLHRiaOLf@mail.gmail.com>
Message-ID: <20100903161716.GI550@jibsheet.com>

On Thu, Sep 02, 2010 at 02:51:48PM -0700, dill weed wrote:
> I don't have access to the server until Monday to run "make testdeps",
> but the version of Stacktrace that I'm using is p5-Devel-StackTrace
> 1.23 from the FreeBSD ports collection.

Looks like the CPAN author made a mistake with 1.23.  He has released
1.24 to rectify it.

http://cpansearch.perl.org/src/DROLSKY/Devel-StackTrace-1.24/Changes

-kevin

> On Thu, Sep 2, 2010 at 2:20 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
> >
> >
> >
> > On Thu, Sep 02, 2010 at 02:16:06PM -0700, dill weed wrote:
> >> I recently updated my installation of rt38 from the ports collection
> >> on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
> >> start. ?Here is a copy of the error that I'm am receiving:
> >
> >
> > "make testdeps" from the RT build directory?
> > Also, what version of Devel::StackTrace is installed?
> >
> >>
> >> [Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
> >> $Devel::StackTrace::VERSION--version check failed at
> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> >> 10.\nBEGIN failed--compilation aborted at
> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
> >> 10.\nCompilation failed in require at
> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> >> 10.\nBEGIN failed--compilation aborted at
> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
> >> 10.\nCompilation failed in require at
> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> >> 73.\nBEGIN failed--compilation aborted at
> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
> >> 73.\nCompilation failed in require at
> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> >> 18.\nBEGIN failed--compilation aborted at
> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
> >> 18.\nCompilation failed in require at
> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> >> 41.\nBEGIN failed--compilation aborted at
> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
> >> 41.\nCompilation failed in require at (eval 1218) line
> >> 3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
> >> 94.\nBEGIN failed--compilation aborted at
> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
> >> 55.\nCompilation failed in require at
> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> >> 60.\nBEGIN failed--compilation aborted at
> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
> >> 60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
> >> 150.\nCompilation failed in require at (eval 4) line 1.\n
> >>
> >> [Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
> >> /usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...
> >>
> >> However when I comment out the webmux.pl line from my httpd.conf the
> >> server starts fine. ?I'm not sure why the error is coming from
> >> Devel::StrackTrace and I'm not sure how to fix this error. ?I'm
> >> anxious to hear what tips other users might have.
> >>
> >> Everything is update as far as the ports collection is concerned. I'm
> >> running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
> >> 5.1.(something). ?All items were installed from the ports collection.
> >>
> >> Thank you in advance for the help,
> >> Reid
> >>
> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >> Last one this year -- Learn how to get the most out of RT!
> >
> > --
> >
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From elacour at easter-eggs.com  Fri Sep  3 12:31:12 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 3 Sep 2010 18:31:12 +0200
Subject: [rt-users] RT Dashboard result limits problem
In-Reply-To: <AANLkTi=x_cZuZUsy6140UYXX8xbCFwXWMT18mL7iDwLG@mail.gmail.com>
References: <AANLkTi=x_cZuZUsy6140UYXX8xbCFwXWMT18mL7iDwLG@mail.gmail.com>
Message-ID: <20100903163112.GJ3046@easter-eggs.com>

On Fri, Sep 03, 2010 at 09:12:02AM -0700, Kenneth Crocker wrote:
>    To list (again),
> 
>    I have a dashboard that I set up with "unlimited" as the number of rows.
>    My results should have been about 485 lines. Instead, my email had 20
>    rows. I re-set it for "100" rows and I got 100 rows in the email. That was
>    good.
> 
>    So, I'm trying to figure out why "unlimited" produces results of 20 rows
>    and all the others work fine.
> 
>    Has anyone else had a problem with Query result limits in an email from a
>    dashboard?
> 

well should fit in one of those issues:

http://issues.bestpractical.com/Ticket/Display.html?id=13913
http://issues.bestpractical.com/Ticket/Display.html?id=15541

;)


From John.Alberts at exlibrisgroup.com  Fri Sep  3 12:53:59 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 03 Sep 2010 11:53:59 -0500
Subject: [rt-users] Can't get ExternalAuth to work with Windows 2003 AD
Message-ID: <4C812827.9070208@exlibrisgroup.com>

  I have a brand new install of RT 3.8.8 on CentOS 5.5 with the
RT-Authen-ExternalAuth.  No matter what I do, I can't seem to get RT to
let me log in with my AD login.  I've tried changing the filter options,
etc with no luck.  The debug log seems to indicate that it can't bind
with the LDAP server; however, I can successfully bind with the same
user and filters using ldapsearch and also a small test script that I
wrote which uses Net::LDAP.

I have my RT_Siteconfig.pm, debug log, ldapsearch example, and test
script all in the following gist:
https://gist.github.com/1ba81d5642611de654f9

I would appreciate any suggestions.

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197

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From cfarinella at appropriatesolutions.com  Fri Sep  3 15:10:46 2010
From: cfarinella at appropriatesolutions.com (charlie)
Date: Fri, 03 Sep 2010 15:10:46 -0400
Subject: [rt-users] embed link in email notification
Message-ID: <1283541046.20269.7.camel@lpc03>

How would I include a link to a newly created ticket in the email text
that is sent to requestors?

thanks,

-- 
Charlie Farinella
Appropriate Solutions, Inc.
603.924.6079



From PBarton at iesi.com  Fri Sep  3 15:14:07 2010
From: PBarton at iesi.com (Peter Barton)
Date: Fri, 3 Sep 2010 14:14:07 -0500
Subject: [rt-users] User Information
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7123923DA@exch-iesi.iesicorp.tf.prv>
References: <4C80C029.2020803@desy.de> <20100903123746.GH550@jibsheet.com>
	<F81756C3921F504D9469B59C2E884FB7123923DA@exch-iesi.iesicorp.tf.prv>
Message-ID: <F81756C3921F504D9469B59C2E884FB71239280D@exch-iesi.iesicorp.tf.prv>

Well I found RT-Extension-UserDetails and am very excited about it.  The
install seems very easy.  I applied the patch as per the instructions in
the README.  I am running RT-3.8.6 so I needed to apply the patch.  I am
no Linux Admin, but I did the following:

Cd /opt/rt3/
patch -p1 <
/opt/rt3/src/RT-Extension-UserDetails-0.01/patches/callbacks-3.8.patch

It ran with no errors.

I followed the rest of the README with no problems.  I then restarted
apache and not I had a little link bubble to the right of my user's
names.  However with I passed my mouse over it all that popped up in the
window is "Details".  When I actually clicked on the bubble I got the
following error:

 RT::User:: Unimplemented in HTML::Mason::Commands.
(/opt/rt3/local/plugins/RT-Extension-UserDetails/html/Elements/ShowUserD
etails line 10)

I was able to verify when I moused over the bubble in the bottom of my
web browser it reflected the correct user #.

After messing around with it with no luck I decided to upgrade my test
RT installation to 3.8.8 and I am still having the exact same problems.

Any help would be appreciated.

Thanks,

----------
Peter Barton


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 03, 2010 10:02 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] User Information

I have had some wonderful help getting my user information pulled from
AD into my RT installation.  Now I am looking at ways to present this to
the technicians.  We use our RT installation for our technical support
helpdesk and most of our tickets are opened via E-Mail.  

I want to present the user information on the main screen of each ticket
instead of having to click into the "More about user at info.com".  I have
looked at the SideBySideView extension, but that does not look like it
can be used for user info.  Please correct me if I am wrong.

Does anyone know of an already contributed way to do what I am looking
for?

Thanks,

----------
Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From mark.jenks at iodincorporated.com  Fri Sep  3 15:14:41 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 3 Sep 2010 14:14:41 -0500
Subject: [rt-users] embed link in email notification
In-Reply-To: <1283541046.20269.7.camel@lpc03>
References: <1283541046.20269.7.camel@lpc03>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0BAA28D6@imcmail2.imcwi.com>

I just added this to mine.


In the Global Autoreply template, I added:

You can check the current status and history of the request at:

{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}


To the end before the "thank you".

-Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of charlie
Sent: Friday, September 03, 2010 2:11 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] embed link in email notification

How would I include a link to a newly created ticket in the email text
that is sent to requestors?

thanks,

-- 
Charlie Farinella
Appropriate Solutions, Inc.
603.924.6079


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

CONFIDENTIALITY NOTICE:  The information contained in this email message, including any attachments, may be 
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intended recipient, you are hereby notified that any use, dissemination, distribution or copying of this 
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any damages sustained as a result of any such viruses.


From dillweeds at gmail.com  Fri Sep  3 15:14:50 2010
From: dillweeds at gmail.com (dill weed)
Date: Fri, 3 Sep 2010 12:14:50 -0700
Subject: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1
In-Reply-To: <20100903161716.GI550@jibsheet.com>
References: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>
	<20100902212051.GZ14225@bestpractical.com>
	<AANLkTimLKZg58nrCw8chg=S8tuceVhdXZHndLHRiaOLf@mail.gmail.com>
	<20100903161716.GI550@jibsheet.com>
Message-ID: <AANLkTimfqtfPAQVCwr05xTFHg4_s93dG-9Us09Esbb4E@mail.gmail.com>

Thanks that good information. When I get back into work next week,
I'll give that a go.  I'm sure that is what the problem is.

Thank you everyone for the help.
Reid

On Fri, Sep 3, 2010 at 9:17 AM, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Thu, Sep 02, 2010 at 02:51:48PM -0700, dill weed wrote:
>> I don't have access to the server until Monday to run "make testdeps",
>> but the version of Stacktrace that I'm using is p5-Devel-StackTrace
>> 1.23 from the FreeBSD ports collection.
>
> Looks like the CPAN author made a mistake with 1.23. ?He has released
> 1.24 to rectify it.
>
> http://cpansearch.perl.org/src/DROLSKY/Devel-StackTrace-1.24/Changes
>
> -kevin
>
>> On Thu, Sep 2, 2010 at 2:20 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>> >
>> >
>> >
>> > On Thu, Sep 02, 2010 at 02:16:06PM -0700, dill weed wrote:
>> >> I recently updated my installation of rt38 from the ports collection
>> >> on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
>> >> start. ?Here is a copy of the error that I'm am receiving:
>> >
>> >
>> > "make testdeps" from the RT build directory?
>> > Also, what version of Devel::StackTrace is installed?
>> >
>> >>
>> >> [Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
>> >> $Devel::StackTrace::VERSION--version check failed at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
>> >> 10.\nBEGIN failed--compilation aborted at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
>> >> 10.\nCompilation failed in require at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
>> >> 10.\nBEGIN failed--compilation aborted at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
>> >> 10.\nCompilation failed in require at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
>> >> 73.\nBEGIN failed--compilation aborted at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
>> >> 73.\nCompilation failed in require at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
>> >> 18.\nBEGIN failed--compilation aborted at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
>> >> 18.\nCompilation failed in require at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
>> >> 41.\nBEGIN failed--compilation aborted at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
>> >> 41.\nCompilation failed in require at (eval 1218) line
>> >> 3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
>> >> 94.\nBEGIN failed--compilation aborted at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
>> >> 55.\nCompilation failed in require at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
>> >> 60.\nBEGIN failed--compilation aborted at
>> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
>> >> 60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
>> >> 150.\nCompilation failed in require at (eval 4) line 1.\n
>> >>
>> >> [Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
>> >> /usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...
>> >>
>> >> However when I comment out the webmux.pl line from my httpd.conf the
>> >> server starts fine. ?I'm not sure why the error is coming from
>> >> Devel::StrackTrace and I'm not sure how to fix this error. ?I'm
>> >> anxious to hear what tips other users might have.
>> >>
>> >> Everything is update as far as the ports collection is concerned. I'm
>> >> running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
>> >> 5.1.(something). ?All items were installed from the ports collection.
>> >>
>> >> Thank you in advance for the help,
>> >> Reid
>> >>
>> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> >> Last one this year -- Learn how to get the most out of RT!
>> >
>> > --
>> >
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From elacour at easter-eggs.com  Fri Sep  3 15:16:35 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 3 Sep 2010 21:16:35 +0200
Subject: [rt-users] embed link in email notification
In-Reply-To: <1283541046.20269.7.camel@lpc03>
References: <1283541046.20269.7.camel@lpc03>
Message-ID: <20100903191634.GA3432@easter-eggs.com>

On Fri, Sep 03, 2010 at 03:10:46PM -0400, charlie wrote:
> How would I include a link to a newly created ticket in the email text
> that is sent to requestors?
> 


Add something like this:

<URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}>

in Configuration->Global->Template->Autoreply





From PBarton at iesi.com  Fri Sep  3 15:43:39 2010
From: PBarton at iesi.com (Peter Barton)
Date: Fri, 3 Sep 2010 14:43:39 -0500
Subject: [rt-users] User Information
In-Reply-To: <F81756C3921F504D9469B59C2E884FB71239280D@exch-iesi.iesicorp.tf.prv>
References: <4C80C029.2020803@desy.de>
	<20100903123746.GH550@jibsheet.com><F81756C3921F504D9469B59C2E884FB7123923DA@exch-iesi.iesicorp.tf.prv>
	<F81756C3921F504D9469B59C2E884FB71239280D@exch-iesi.iesicorp.tf.prv>
Message-ID: <F81756C3921F504D9469B59C2E884FB7123928B2@exch-iesi.iesicorp.tf.prv>

I ended up making a change to my RT_SiteConfig.pm and it started
working.  I am using FireFox 3.6.8 and it works great.  However as noted
by Steve McStravick this is not working with IE8.  He posted something
about it on August 17th entitled "RT-Extension-UserDetails not working
with IE8".  Has anyone found a fix for this?

----------
Peter Barton


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 03, 2010 2:14 PM
To: rt-users at lists.bestpractical.com
Cc: elacour at home-dn.net
Subject: Re: [rt-users] User Information

Well I found RT-Extension-UserDetails and am very excited about it.  The
install seems very easy.  I applied the patch as per the instructions in
the README.  I am running RT-3.8.6 so I needed to apply the patch.  I am
no Linux Admin, but I did the following:

Cd /opt/rt3/
patch -p1 <
/opt/rt3/src/RT-Extension-UserDetails-0.01/patches/callbacks-3.8.patch

It ran with no errors.

I followed the rest of the README with no problems.  I then restarted
apache and not I had a little link bubble to the right of my user's
names.  However with I passed my mouse over it all that popped up in the
window is "Details".  When I actually clicked on the bubble I got the
following error:

 RT::User:: Unimplemented in HTML::Mason::Commands.
(/opt/rt3/local/plugins/RT-Extension-UserDetails/html/Elements/ShowUserD
etails line 10)

I was able to verify when I moused over the bubble in the bottom of my
web browser it reflected the correct user #.

After messing around with it with no luck I decided to upgrade my test
RT installation to 3.8.8 and I am still having the exact same problems.

Any help would be appreciated.

Thanks,

----------
Peter Barton


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 03, 2010 10:02 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] User Information

I have had some wonderful help getting my user information pulled from
AD into my RT installation.  Now I am looking at ways to present this to
the technicians.  We use our RT installation for our technical support
helpdesk and most of our tickets are opened via E-Mail.  

I want to present the user information on the main screen of each ticket
instead of having to click into the "More about user at info.com".  I have
looked at the SideBySideView extension, but that does not look like it
can be used for user info.  Please correct me if I am wrong.

Does anyone know of an already contributed way to do what I am looking
for?

Thanks,

----------
Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From PBarton at iesi.com  Fri Sep  3 15:52:12 2010
From: PBarton at iesi.com (Peter Barton)
Date: Fri, 3 Sep 2010 14:52:12 -0500
Subject: [rt-users] Can't get ExternalAuth to work with Windows 2003 AD
In-Reply-To: <4C812827.9070208@exlibrisgroup.com>
References: <4C812827.9070208@exlibrisgroup.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB7123928DE@exch-iesi.iesicorp.tf.prv>

I just got my ExternalAuth working and the one thing I had to mess with
was the authenticating user.  I used a syntax like this:

 

'user'                      =>
'cn=rtuser,cn=users,dc=iesicorp,dc=tf,dc=prv',

 

----------

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John
Alberts
Sent: Friday, September 03, 2010 11:54 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Can't get ExternalAuth to work with Windows 2003 AD

 

I have a brand new install of RT 3.8.8 on CentOS 5.5 with the
RT-Authen-ExternalAuth.  No matter what I do, I can't seem to get RT to
let me log in with my AD login.  I've tried changing the filter options,
etc with no luck.  The debug log seems to indicate that it can't bind
with the LDAP server; however, I can successfully bind with the same
user and filters using ldapsearch and also a small test script that I
wrote which uses Net::LDAP.

I have my RT_Siteconfig.pm, debug log, ldapsearch example, and test
script all in the following gist:
https://gist.github.com/1ba81d5642611de654f9

I would appreciate any suggestions. 

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197
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From cfarinella at appropriatesolutions.com  Fri Sep  3 16:02:19 2010
From: cfarinella at appropriatesolutions.com (charlie)
Date: Fri, 03 Sep 2010 16:02:19 -0400
Subject: [rt-users] embed link in email notification
In-Reply-To: <20100903191634.GA3432@easter-eggs.com>
References: <1283541046.20269.7.camel@lpc03>
	<20100903191634.GA3432@easter-eggs.com>
Message-ID: <1283544139.20269.9.camel@lpc03>

On Fri, 2010-09-03 at 21:16 +0200, Emmanuel Lacour wrote:
> On Fri, Sep 03, 2010 at 03:10:46PM -0400, charlie wrote:
> > How would I include a link to a newly created ticket in the email text
> > that is sent to requestors?
> > 
> 
> 
> Add something like this:
> 
> <URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}>
> 
> in Configuration->Global->Template->Autoreply
> 

You can tell I'm new.  :-)

Thanks to all, this is just what I was looking for.

-- 
Charlie Farinella
Appropriate Solutions, Inc.
603.924.6079



From John.Alberts at exlibrisgroup.com  Fri Sep  3 16:37:33 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 03 Sep 2010 15:37:33 -0500
Subject: [rt-users] Can't get ExternalAuth to work with Windows 2003 AD
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7123928DE@exch-iesi.iesicorp.tf.prv>
References: <4C812827.9070208@exlibrisgroup.com>
	<F81756C3921F504D9469B59C2E884FB7123928DE@exch-iesi.iesicorp.tf.prv>
Message-ID: <4C815C8D.8070307@exlibrisgroup.com>

  Thanks for you response Pete.

I just figured out what it was.

At some point, I changed the 'pass' variable name to 'password'. !!!!

That's all it was.  :/

John



On 09/03/2010 02:52 PM, Peter Barton wrote:
>
> I just got my ExternalAuth working and the one thing I had to mess 
> with was the authenticating user.  I used a syntax like this:
>
> 'user'                      =>  
> 'cn=rtuser,cn=users,dc=iesicorp,dc=tf,dc=prv',
>
> ----------
>
> Peter Barton
>
> IESI Corporation
>
> Network Manager
>
> work.817-632-4000
>
> mobile.817-683-9635
>
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *John 
> Alberts
> *Sent:* Friday, September 03, 2010 11:54 AM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] Can't get ExternalAuth to work with Windows 2003 AD
>
> I have a brand new install of RT 3.8.8 on CentOS 5.5 with the
> RT-Authen-ExternalAuth.  No matter what I do, I can't seem to get RT to
> let me log in with my AD login.  I've tried changing the filter options,
> etc with no luck.  The debug log seems to indicate that it can't bind
> with the LDAP server; however, I can successfully bind with the same
> user and filters using ldapsearch and also a small test script that I
> wrote which uses Net::LDAP.
>
> I have my RT_Siteconfig.pm, debug log, ldapsearch example, and test
> script all in the following gist:
> https://gist.github.com/1ba81d5642611de654f9
>
> I would appreciate any suggestions.
>
> -- 
> John Alberts
> Hosted Services
> Exlibris USA
> john.alberts at exlibrisgroup.com  <mailto:john.alberts at exlibrisgroup.com>
> cell: 1-508-878-2197

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197

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From elacour at easter-eggs.com  Fri Sep  3 17:44:50 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 3 Sep 2010 23:44:50 +0200
Subject: [rt-users] User Information
In-Reply-To: <F81756C3921F504D9469B59C2E884FB71239280D@exch-iesi.iesicorp.tf.prv>
References: <4C80C029.2020803@desy.de> <20100903123746.GH550@jibsheet.com>
	<F81756C3921F504D9469B59C2E884FB7123923DA@exch-iesi.iesicorp.tf.prv>
	<F81756C3921F504D9469B59C2E884FB71239280D@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100903214449.GC3432@easter-eggs.com>

On Fri, Sep 03, 2010 at 02:14:07PM -0500, Peter Barton wrote:
> 
>  RT::User:: Unimplemented in HTML::Mason::Commands.
> (/opt/rt3/local/plugins/RT-Extension-UserDetails/html/Elements/ShowUserD
> etails line 10)
> 

fixed in git (bad handling of default settings, when you don't set a
setting yourself).


From elacour at easter-eggs.com  Fri Sep  3 17:57:31 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Fri, 3 Sep 2010 23:57:31 +0200
Subject: [rt-users] User Information
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7123928B2@exch-iesi.iesicorp.tf.prv>
References: <4C80C029.2020803@desy.de> <20100903123746.GH550@jibsheet.com>
	<F81756C3921F504D9469B59C2E884FB7123923DA@exch-iesi.iesicorp.tf.prv>
	<F81756C3921F504D9469B59C2E884FB71239280D@exch-iesi.iesicorp.tf.prv>
	<F81756C3921F504D9469B59C2E884FB7123928B2@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100903215731.GD3432@easter-eggs.com>

On Fri, Sep 03, 2010 at 02:43:39PM -0500, Peter Barton wrote:
> I ended up making a change to my RT_SiteConfig.pm and it started
> working.  I am using FireFox 3.6.8 and it works great.  However as noted
> by Steve McStravick this is not working with IE8.  He posted something
> about it on August 17th entitled "RT-Extension-UserDetails not working
> with IE8".  Has anyone found a fix for this?
> 

fixed in git (missing ending part of a tag :():

http://git.home-dn.net/?p=manu/RT-Extension-UserDetails.git;a=summary



From johnmcd at ix.netcom.com  Sat Sep  4 18:05:52 2010
From: johnmcd at ix.netcom.com (John McDonald)
Date: Sat, 4 Sep 2010 18:05:52 -0400
Subject: [rt-users] Questions on customizing RTIR fields
Message-ID: <019f01cb4c7d$57349d40$059dd7c0$@netcom.com>

Hi all,

 

I'm new to RTIR, but a friend of mine asked me to help him set it up to use
at his small company, and for a few beers I agreed. I haven't touched
Linux/Apache/perl/etc. for about 5 years, so I'm kind of rusty. I downloaded
Ground Tactics RT VMware player image, which is running RT 3.8.7, Apache2
w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I made a few tweaks and
installed the latest RTIR over top of that (2.4.4). Everything seems to be
running fine, and now I want to customize some of the fields RTIR uses to
better align it with how he works.

 

The first thing I need do it remove the 'SLA' option, since he's the lone
security guy in the company and SLAs don't really apply. I went into
Configuration->Queues->Incident Report->Ticket Custom Fields and selected
the SLA field and hit submit. Now when I go to create an incident report the
SLA selection box is gone, but the label 'SLA:' is still displayed on the
page between 'Constituency' and 'Customer'. How can I get rid of the label?

 

He'd also like me to change the names of some of the fields - e.g. change
'How Reported' to 'Trigger', etc. (his request, not mine). How can I change
just the label for a custom field?

 

Thanx.

 

John

 

 

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From John.Alberts at exlibrisgroup.com  Sun Sep  5 12:28:35 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Sun, 05 Sep 2010 11:28:35 -0500
Subject: [rt-users] Copy Queue Permissions
Message-ID: <4C83C533.7050604@exlibrisgroup.com>

  I have a bunch of queues that I would like to all have the same 
permissions.  Is there any way to copy permissions from one queue to 
another so I don't have to configure all of the queues individually?

Thanks

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197


From rgabriel at fnb.co.za  Mon Sep  6 07:25:21 2010
From: rgabriel at fnb.co.za (Robert Gabriel)
Date: Mon, 06 Sep 2010 13:25:21 +0200
Subject: [rt-users] RT::Authen::ExternalAuth AutoCreate [Un]Privileged Users
Message-ID: <4C84CFA1.3040904@fnb.co.za>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hello all,

I've done some initial investigation but this doesn't seem to be so
simple for me to do.

Please can someone assist?

I'm using RT::Authen::ExternalAuth and have the following working:
External auth with LDAP and auto create privileged users if they are
in 'rt' group in LDAP.

How can unprivileged users be auto created if they are in LDAP but not
in the 'rt' group when they send a mail ticket request so they can login
through self service access?

PS What should the ExternalInfoPriority be set to if no LDAP
lookups for creating new users via RT?

Thanks.

Set( $rtname, '***.***.**.**');
Set($Organization , '****.***.**.**');
Set($Timezone , 'Africa/Johannesburg');
Set(@Plugins,(qw(Extension::QuickDelete RT::FM RT::Authen::ExternalAuth)));
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($RTAddressRegexp , '^****(-***)?\@***\.**\.**$');
Set($LogToSyslog , 'debug');
Set($LogToScreen, 'debug');
Set($DatabaseType , 'mysql');
Set($DatabaseHost   , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');
Set($DatabaseUser , '****');
Set($DatabasePassword , '*****');
Set($DatabaseName , '****');
Set($DatabaseRequireSSL , undef);
Set($OwnerEmail , 'root');
Set($MaxAttachmentSize , 10000000);
Set($CanonicalizeOnCreate, 0);
Set($AutoCreate, {Privileged => 1});
require
"/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";


Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
   'My_LDAP'         => {
   'type'            => 'ldap',
   'server'          => '**********',
   'user'            => '',
   'pass'            => '',
   'base'            => 'dc=********,dc=***,dc=**,dc=**',
   'filter'          => '(objectClass=*)',
   'd_filter'        => '(objectClass=FooBarBaz)',
   'tls'             => 0,
   'ssl_version'     => 3,
   'net_ldap_args'   => [version =>  3],
   'group'           => 'cn=rt,ou=groups,dc=****,dc=****,dc=**,dc=***',
   'group_attr'      => 'member',
   'attr_match_list' => ['Name', 'EmailAddress'],
   'attr_map'        => {'Name' => 'uid', 'RealName' => 'cn',
'ExternalAuthId' => 'uid', 'Gecos' => 'cn', 'EmailAddress' => 'mail'}
   }
}
);
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https://www.fnb.co.za/disclaimer.html 

If you are unable to access the Disclaimer, send a blank e-mail to
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From mark.jenks at iodincorporated.com  Mon Sep  6 09:49:36 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Mon, 6 Sep 2010 08:49:36 -0500
Subject: [rt-users] RT::Authen::ExternalAuth AutoCreate [Un]Privileged
	Users
In-Reply-To: <4C84CFA1.3040904@fnb.co.za>
References: <4C84CFA1.3040904@fnb.co.za>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0BAA2983@imcmail2.imcwi.com>

I'm just going off memory of what I have read, but can't you have more
than one LDAP to look up against and have the AutoCreate in the LDAP
portion of the config?

Maybe have one for RT=>Privileged and one for non-RT=>normal autocreate?

-Mark

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert
Gabriel
Sent: Monday, September 06, 2010 6:25 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT::Authen::ExternalAuth AutoCreate [Un]Privileged
Users

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hello all,

I've done some initial investigation but this doesn't seem to be so
simple for me to do.

Please can someone assist?

I'm using RT::Authen::ExternalAuth and have the following working:
External auth with LDAP and auto create privileged users if they are
in 'rt' group in LDAP.

How can unprivileged users be auto created if they are in LDAP but not
in the 'rt' group when they send a mail ticket request so they can login
through self service access?

PS What should the ExternalInfoPriority be set to if no LDAP
lookups for creating new users via RT?

Thanks.

Set( $rtname, '***.***.**.**');
Set($Organization , '****.***.**.**');
Set($Timezone , 'Africa/Johannesburg');
Set(@Plugins,(qw(Extension::QuickDelete RT::FM
RT::Authen::ExternalAuth)));
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($RTAddressRegexp , '^****(-***)?\@***\.**\.**$');
Set($LogToSyslog , 'debug');
Set($LogToScreen, 'debug');
Set($DatabaseType , 'mysql');
Set($DatabaseHost   , '');
Set($DatabaseRTHost , '');
Set($DatabasePort , '');
Set($DatabaseUser , '****');
Set($DatabasePassword , '*****');
Set($DatabaseName , '****');
Set($DatabaseRequireSSL , undef);
Set($OwnerEmail , 'root');
Set($MaxAttachmentSize , 10000000);
Set($CanonicalizeOnCreate, 0);
Set($AutoCreate, {Privileged => 1});
require
"/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";


Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
   'My_LDAP'         => {
   'type'            => 'ldap',
   'server'          => '**********',
   'user'            => '',
   'pass'            => '',
   'base'            => 'dc=********,dc=***,dc=**,dc=**',
   'filter'          => '(objectClass=*)',
   'd_filter'        => '(objectClass=FooBarBaz)',
   'tls'             => 0,
   'ssl_version'     => 3,
   'net_ldap_args'   => [version =>  3],
   'group'           => 'cn=rt,ou=groups,dc=****,dc=****,dc=**,dc=***',
   'group_attr'      => 'member',
   'attr_match_list' => ['Name', 'EmailAddress'],
   'attr_map'        => {'Name' => 'uid', 'RealName' => 'cn',
'ExternalAuthId' => 'uid', 'Gecos' => 'cn', 'EmailAddress' => 'mail'}
   }
}
);
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Version: GnuPG v2.0.14 (GNU/Linux)
Comment: Using GnuPG with Fedora - http://enigmail.mozdev.org/

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=dkSU
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From justin.hayes at openbet.com  Mon Sep  6 12:56:46 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Mon, 6 Sep 2010 17:56:46 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
Message-ID: <F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>

So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.

We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:


We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.

For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:

File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8

	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;

	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;

Both are greps. Does this imply that perl itself is just slow?

IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.

ATM we're at a bit of a loss....

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 1 Jul 2010, at 11:51, Raed El-Hames wrote:

> Justin,
>  
> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
> % if ( $Transaction->CustomFieldValues->Count ) {
>       <& /Elements/ShowCustomFields, Object => $Transaction &>
> % }
> See if that improves things for you.
> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>  
> Regards;
> Roy
>  
>  
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
> Sent: 01 July 2010 11:39
> To: Kenneth Crocker
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>  
> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>  
> Cheers,
>  
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>  
> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
> 
> 
> 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
> 
> 
> 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 ruz at bestpractical.com  Mon Sep  6 13:37:40 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 6 Sep 2010 21:37:40 +0400
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <F9CB9069-B4C5-4B37-B15C-91E67C0FA080@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
Message-ID: <AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>

Justin.

First of all, I can not read from the chart, but anyway history rendering
has been worked on in a new code branch. Probably this code will be part of
RT 3.10. Code at the moment is unstable, but eventually it wil be faster
then the current version.

On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com>wrote:

> So far we've tried installing RT on different hardware, both 32 and 64bit
> versions of linux. RT is still very slow for long tickets. All the time is
> taken up by the perl/apache process maxing out a core of CPU.
>
> We've even gone as far as trying to profile the code. We came up with this
> graph of where the time was going:
>
>
> We then tried to go further into those functions but can't find a single
> smoking gun call that is taking all the time.
>
> For example in a ticket that takes 22s to render approx 5 secs goes on
> these 2 lines:
>
> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>
> my @trans_attachments = grep { $_->TransactionId == $Transaction->Id }
> @attachments;
>
> grep { ($_->TransactionId == $Transaction->Id ) &&
> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>
> Both are greps. Does this imply that perl itself is just slow?
>
> IF so why would our perl be slow compared to other people's? We've tried
> compiling it from source and that made no difference.
>
> ATM we're at a bit of a loss....
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>
> Justin,
>
> Do you use Transaction custom fields, if you do n?t ; try and comment out
> lines 70,71,72 from html/Ticket/Elements/ShowTransaction
> % if ( $Transaction->CustomFieldValues->Count ) {
>       <& /Elements/ShowCustomFields, Object => $Transaction &>
> % }
> See if that improves things for you.
> Some of our monitoring tickets can have up to 500 updates, such tickets use
> to take up to 20s to load, once I commented out the above lines, load time
> is now down to less than 5 seconds.
>
> Regards;
> Roy
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Justin Hayes
>
> *Sent:* 01 July 2010 11:39
> *To:* Kenneth Crocker
> *Cc:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>
> We do Kenneth, but most tickets don't have many file attachments, so I
> assume that's not an issue?
>
> Cheers,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>
>
> 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
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>



-- 
Best regards, Ruslan.
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From dillweeds at gmail.com  Mon Sep  6 14:42:26 2010
From: dillweeds at gmail.com (dill weed)
Date: Mon, 6 Sep 2010 11:42:26 -0700
Subject: [rt-users] Webmux.pl crashes Apache22 on FreeBSD 8.1
In-Reply-To: <AANLkTimfqtfPAQVCwr05xTFHg4_s93dG-9Us09Esbb4E@mail.gmail.com>
References: <AANLkTinQUTJCY3nTNUx+MoNfj9_yHcofS1YfD=2NbJL4@mail.gmail.com>
	<20100902212051.GZ14225@bestpractical.com>
	<AANLkTimLKZg58nrCw8chg=S8tuceVhdXZHndLHRiaOLf@mail.gmail.com>
	<20100903161716.GI550@jibsheet.com>
	<AANLkTimfqtfPAQVCwr05xTFHg4_s93dG-9Us09Esbb4E@mail.gmail.com>
Message-ID: <AANLkTikb3_=jQcynx4A+Vq=d1Wt2ZSAZwi16EXjLm66V@mail.gmail.com>

The update to Devel-StackTrace 1.24 solved the problem of webmux.pl
not allowing apache to startup.

Thank you for the help.
Reid

On Fri, Sep 3, 2010 at 12:14 PM, dill weed <dillweeds at gmail.com> wrote:
> Thanks that good information. When I get back into work next week,
> I'll give that a go. ?I'm sure that is what the problem is.
>
> Thank you everyone for the help.
> Reid
>
> On Fri, Sep 3, 2010 at 9:17 AM, Kevin Falcone <falcone at bestpractical.com> wrote:
>> On Thu, Sep 02, 2010 at 02:51:48PM -0700, dill weed wrote:
>>> I don't have access to the server until Monday to run "make testdeps",
>>> but the version of Stacktrace that I'm using is p5-Devel-StackTrace
>>> 1.23 from the FreeBSD ports collection.
>>
>> Looks like the CPAN author made a mistake with 1.23. ?He has released
>> 1.24 to rectify it.
>>
>> http://cpansearch.perl.org/src/DROLSKY/Devel-StackTrace-1.24/Changes
>>
>> -kevin
>>
>>> On Thu, Sep 2, 2010 at 2:20 PM, Jesse Vincent <jesse at bestpractical.com> wrote:
>>> >
>>> >
>>> >
>>> > On Thu, Sep 02, 2010 at 02:16:06PM -0700, dill weed wrote:
>>> >> I recently updated my installation of rt38 from the ports collection
>>> >> on FreeBSD 8.1 and found that webmux.pl will not allow apache22 to
>>> >> start. ?Here is a copy of the error that I'm am receiving:
>>> >
>>> >
>>> > "make testdeps" from the RT build directory?
>>> > Also, what version of Devel::StackTrace is installed?
>>> >
>>> >>
>>> >> [Wed Sep 01 11:01:08 2010] [error] Devel::StackTrace does not define
>>> >> $Devel::StackTrace::VERSION--version check failed at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
>>> >> 10.\nBEGIN failed--compilation aborted at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class/Base.pm line
>>> >> 10.\nCompilation failed in require at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
>>> >> 10.\nBEGIN failed--compilation aborted at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/Exception/Class.pm line
>>> >> 10.\nCompilation failed in require at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
>>> >> 73.\nBEGIN failed--compilation aborted at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Exceptions.pm line
>>> >> 73.\nCompilation failed in require at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
>>> >> 18.\nBEGIN failed--compilation aborted at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Tools.pm line
>>> >> 18.\nCompilation failed in require at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
>>> >> 41.\nBEGIN failed--compilation aborted at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/HTML/Mason/Request.pm line
>>> >> 41.\nCompilation failed in require at (eval 1218) line
>>> >> 3.\n\t...propagated at /usr/local/lib/perl5/5.10.1/base.pm line
>>> >> 94.\nBEGIN failed--compilation aborted at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Request.pm line
>>> >> 55.\nCompilation failed in require at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
>>> >> 60.\nBEGIN failed--compilation aborted at
>>> >> /usr/local/lib/perl5/site_perl/5.10.1/RT/Interface/Web/Handler.pm line
>>> >> 60.\nCompilation failed in require at /usr/local/bin/webmux.pl line
>>> >> 150.\nCompilation failed in require at (eval 4) line 1.\n
>>> >>
>>> >> [Wed Sep 01 11:01:08 2010] [error] Can't load Perl file:
>>> >> /usr/local/bin/webmux.pl for serve blah.blah.home:0, exiting...
>>> >>
>>> >> However when I comment out the webmux.pl line from my httpd.conf the
>>> >> server starts fine. ?I'm not sure why the error is coming from
>>> >> Devel::StrackTrace and I'm not sure how to fix this error. ?I'm
>>> >> anxious to hear what tips other users might have.
>>> >>
>>> >> Everything is update as far as the ports collection is concerned. I'm
>>> >> running FreeBSD 8.1, apache 2.2.16, mod_perl2 2.0.4, mysql
>>> >> 5.1.(something). ?All items were installed from the ports collection.
>>> >>
>>> >> Thank you in advance for the help,
>>> >> Reid
>>> >>
>>> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> >> Last one this year -- Learn how to get the most out of RT!
>>> >
>>> > --
>>> >
>>>
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>


From justin.hayes at openbet.com  Mon Sep  6 15:49:54 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Mon, 6 Sep 2010 20:49:54 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
Message-ID: <16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>

Hi Ruslan,

Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.

Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.

No idea if it's going to have any effect though :(

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:

> Justin.
> 
> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
> 
> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
> 
> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
> 
> <TIMING.png>
> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
> 
> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
> 
> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
> 
> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> 
> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
> 
> Both are greps. Does this imply that perl itself is just slow?
> 
> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
> 
> ATM we're at a bit of a loss....
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
> 
>> Justin,
>>  
>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>> % if ( $Transaction->CustomFieldValues->Count ) {
>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>> % }
>> See if that improves things for you.
>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>  
>> Regards;
>> Roy
>>  
>>  
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>> 
>> Sent: 01 July 2010 11:39
>> To: Kenneth Crocker
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>  
>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>  
>> Cheers,
>>  
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>  
>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>> 
>> 
>> 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
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>  
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
> -- 
> Best regards, Ruslan.

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From jfearn at redhat.com  Mon Sep  6 19:44:26 2010
From: jfearn at redhat.com (Jeffrey Fearn)
Date: Tue, 07 Sep 2010 09:44:26 +1000
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <F9CB9069-B4C5-4B37-B15C-91E67C0FA080@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>	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
Message-ID: <4C857CDA.8000602@redhat.com>

Hi Justin, I've recently been using siege to bash on RT, and have been 
testing the following two settings in our RT_SiteConfig.pm

Set($UseSQLForACLChecks, 1);
Set($WebExternalAuthContinuous, 0);

The combined effect has been a serious reduction in rendering speed in 
general, and particularly so for long tickets.

Cheers, Jeff.


From jyoti.sahu at elitecore.com  Tue Sep  7 02:07:25 2010
From: jyoti.sahu at elitecore.com (Jyoti Sahu)
Date: Tue, 7 Sep 2010 11:37:25 +0530
Subject: [rt-users] performance slow
Message-ID: <20100907060314.DF302240C97@hipster.bestpractical.com>

Hi,

 

We are using RT3.6.3 as one of our internal project for request tracking.

However we are facing many many many performance issues.

We have our Rt database filled like any thing with live request. So the
result is our ticket page opens very slow. Sometimes it takes about 3-4 min
in rendering that ticket page. So is there anything from database side or
apache configuration side that can help us to improve our rt system
performance.

 

Please try to solve our issue asap as we are in a big mess due to
performance.

 

 

Regards,

Jyoti Sahu

 

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From Ingo.Itter at ages.de  Tue Sep  7 02:09:14 2010
From: Ingo.Itter at ages.de (Ingo.Itter at ages.de)
Date: Tue, 7 Sep 2010 08:09:14 +0200
Subject: [rt-users] New between Open
Message-ID: <OFF717C0E0.32D997D6-ONC1257797.0021B133-C1257797.0021CDC8@ages.de>

Hello,

can someone explain the different between the Ticket State "new" and 
"open" ?

Thank you

Greetings from Germany

Ingo von Itter

_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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From elacour at easter-eggs.com  Tue Sep  7 03:03:03 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 7 Sep 2010 09:03:03 +0200
Subject: [rt-users] performance slow
In-Reply-To: <20100907060314.DF302240C97@hipster.bestpractical.com>
References: <20100907060314.DF302240C97@hipster.bestpractical.com>
Message-ID: <20100907070303.GA20312@easter-eggs.com>

On Tue, Sep 07, 2010 at 11:37:25AM +0530, Jyoti Sahu wrote:
> Hi,
> 

Hi,

>  
> 
> We are using RT3.6.3 as one of our internal project for request tracking.
> 

Upgrading this to latest version will give you better performances.
Especially if you have many queues.
FYI latest RT is 3.8.8.

> However we are facing many many many performance issues.
> 
> We have our Rt database filled like any thing with live request. So the
> result is our ticket page opens very slow. Sometimes it takes about 3-4 min
> in rendering that ticket page. So is there anything from database side or
> apache configuration side that can help us to improve our rt system
> performance.
> 

Most RT performance problems commes from poorly tuned database. You
should enable slow query logging on your DB and check indexes, you
should also make sur that your DB is configured to use your server
memory plenty.

>  
> 
> Please try to solve our issue asap as we are in a big mess due to
> performance.
> 

you're asking here for community support so don't espect any SLA ;) RT
users will do their best in helping you if you give as much details as
possible. Else, you may also try to find some commercial support.




From elacour at easter-eggs.com  Tue Sep  7 03:04:53 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 7 Sep 2010 09:04:53 +0200
Subject: [rt-users] New between Open
In-Reply-To: <OFF717C0E0.32D997D6-ONC1257797.0021B133-C1257797.0021CDC8@ages.de>
References: <OFF717C0E0.32D997D6-ONC1257797.0021B133-C1257797.0021CDC8@ages.de>
Message-ID: <20100907070453.GB20312@easter-eggs.com>

On Tue, Sep 07, 2010 at 08:09:14AM +0200, Ingo.Itter at ages.de wrote:
> Hello,
> 
> can someone explain the different between the Ticket State "new" and 
> "open" ?
> 


you can give it the meaning you wan't, but standard RT workflow is:

a new ticket comes in -> new
some people take or assign it
the owner start working on it -> open
the owner is waiting for information -> stalled
the owner has resolved the problem -> resolved 



From justin.hayes at openbet.com  Tue Sep  7 05:29:57 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 7 Sep 2010 10:29:57 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <4C857CDA.8000602@redhat.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>	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCw
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<4C857CDA.8000602@redhat.com>
Message-ID: <8FBC7D7C-C7C3-4E02-804D-DC0D85C7CFDF@openbet.com>

Thanks Jeffrey. We're already using UseSQLForACLChecks and don't use web external auth. Tried the combination you've given though and unfortunately no difference :(

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 00:44, Jeffrey Fearn wrote:

> Hi Justin, I've recently been using siege to bash on RT, and have been testing the following two settings in our RT_SiteConfig.pm
> 
> Set($UseSQLForACLChecks, 1);
> Set($WebExternalAuthContinuous, 0);
> 
> The combined effect has been a serious reduction in rendering speed in general, and particularly so for long tickets.
> 
> Cheers, Jeff.
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



From justin.hayes at openbet.com  Tue Sep  7 05:30:38 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 7 Sep 2010 10:30:38 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <16AEF5BE-DA70-4F69-A360-B11CC0E92567@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
Message-ID: <E7493593-72E9-4636-8B15-68B650191338@openbet.com>

Tried Centos last night, and no difference at all.

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 6 Sep 2010, at 20:49, Justin Hayes wrote:

> Hi Ruslan,
> 
> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
> 
> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
> 
> No idea if it's going to have any effect though :(
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
> 
>> Justin.
>> 
>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>> 
>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>> 
>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>> 
>> <TIMING.png>
>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>> 
>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>> 
>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>> 
>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>> 
>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>> 
>> Both are greps. Does this imply that perl itself is just slow?
>> 
>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>> 
>> ATM we're at a bit of a loss....
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>> 
>>> Justin,
>>>  
>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>> % }
>>> See if that improves things for you.
>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>  
>>> Regards;
>>> Roy
>>>  
>>>  
>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>> 
>>> Sent: 01 July 2010 11:39
>>> To: Kenneth Crocker
>>> Cc: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>  
>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>  
>>> Cheers,
>>>  
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>  
>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>> 
>>> 
>>> 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
>>> 
>>> 
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>  
>> 
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> 
>> -- 
>> Best regards, Ruslan.
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-------------- next part --------------
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From justin.hayes at openbet.com  Tue Sep  7 05:36:39 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 7 Sep 2010 10:36:39 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <E7493593-72E9-4636-8B15-68B650191338@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
Message-ID: <1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>

I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 10:30, Justin Hayes wrote:

> Tried Centos last night, and no difference at all.
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
> 
>> Hi Ruslan,
>> 
>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>> 
>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>> 
>> No idea if it's going to have any effect though :(
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>> 
>>> Justin.
>>> 
>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>> 
>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>> 
>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>> 
>>> <TIMING.png>
>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>> 
>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>> 
>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>> 
>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>> 
>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>> 
>>> Both are greps. Does this imply that perl itself is just slow?
>>> 
>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>> 
>>> ATM we're at a bit of a loss....
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>> 
>>>> Justin,
>>>>  
>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>> % }
>>>> See if that improves things for you.
>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>  
>>>> Regards;
>>>> Roy
>>>>  
>>>>  
>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>> 
>>>> Sent: 01 July 2010 11:39
>>>> To: Kenneth Crocker
>>>> Cc: rt-users at lists.bestpractical.com
>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>  
>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>  
>>>> Cheers,
>>>>  
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>>  
>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>> 
>>>> 
>>>> 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
>>>> 
>>>> 
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>  
>>> 
>>> 
>>> 
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>> 
>>> 
>>> 
>>> -- 
>>> Best regards, Ruslan.
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-------------- next part --------------
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From adriena.siskova at tuke.sk  Tue Sep  7 05:55:53 2010
From: adriena.siskova at tuke.sk (=?windows-1252?Q?Adriena_=8Ai=9Akov=E1?=)
Date: Tue, 07 Sep 2010 11:55:53 +0200
Subject: [rt-users] 10 newest unowned tickets
In-Reply-To: <311A66E2-E091-4775-9FCE-281A1A03D196@petermurfitt.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0B40FC66@imcmail2.imcwi.com>	<AANLkTikuIeTNpjizWmKkH9DcDRfawU4uQwNq5jlgECpL@mail.gmail.com>	<4C472A1C.8090309@uwaterloo.ca>	<AANLkTiluzVo1inlrdtak8qT-HmRLWsSBkpNoVzujkNVr@mail.gmail.com>	<4C4736A8.9020800@jamesberwick.com>
	<311A66E2-E091-4775-9FCE-281A1A03D196@petermurfitt.com>
Message-ID: <4C860C29.1030701@tuke.sk>

Peter Murfitt  wrote / nap?sal(a):
> I think this is very similar to what Justin was saying a couple of weeks ago: http://lists.bestpractical.com/pipermail/rt-users/2010-July/065538.html
>
> Though it looked like that bug was fixed by 3.8.8
>
>   

I have same problem, and I am on 3.8.8. Any idea how it solve?
> On 21 Jul 2010, at 19:04, James Berwick wrote:
>   
>> On 7/21/2010 1:46 PM, Kenneth Crocker wrote:
>>     
>>> Jeff,
>>>
>>> Not if I'm not supposed to. So what if there aren't 10 unowned tickets in the list? As a matter of security, I sure wouldn't want someone looking at sensitive payroll info on requests in the Payroll Queue if they aren't even allowed to have access to the payroll Queue.
>>>
>>> Kenn
>>> LBNL
>>>       
>> If I understand correctly:
>> There are 100 open tickets.  The 10 newest unowned tickets belong to a queue that a user can't see.  The user logs in and the 10 newest unowned tickets box is empty.  There are 90 other tickets that are new and unowned that the user should be allowed to see but are not displayed.
>>
>> What I believe Mark and Jeff are saying (and that UseSQLForACLChecks does) is have the box be filled with the 10 newest unowned tickets that a user is allowed to see, ie, filter the tickets during the search as opposed to finding the top 10 and then filtering out what shouldn't be visible.
>>
>> 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 torsten.brumm at googlemail.com  Tue Sep  7 06:13:18 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 7 Sep 2010 12:13:18 +0200
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <1617805C-B2C6-4272-B52D-5581C081269F@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
Message-ID: <AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>

Hi Justin,
just found this threat, sounds interessting.

What i read so far: You have 1 quad core system with 8GB RAM, running both
WEB and DB, correct?

Think you should follow Raed's hints first to log the queries generated with
RT

In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
StatementLog
Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.

I'm sure you will find some funny queries. Normally the Query Log of default
MySQL can only log queries taking longer than a second, but in your case i
think, you will have several much faster queries but in summary they take
longer - but you can't find in mysql-slow log.

Some more question regarding your hardware and setup.

1. One Server / quad core (hyper threating) -> how many threats for
Mysql/Postgresql? / 8 GB Ram
2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
Problems?)
3. RT Rights Setup, does the user performance is faster or slower than the
performance with root user?

Some more information?

We're running also a larger RT Instance with dedicated hardware for DB and
Webservers with no huge perferomance bottlenacks.

Tob

2010/9/7 Justin Hayes <justin.hayes at openbet.com>

> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
> faster than ours. We're going to try it on a faster server and that should
> drop our times. Guess we just wanted to explore all avenues before throwing
> hardware at the problem.
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>
> Tried Centos last night, and no difference at all.
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>
> Hi Ruslan,
>
> Sorry looks like I shrunk the image too much. The thing I find odd is that
> there are others with similar hardware who don't get the problem. It'll be
> great if 3.10 fixes it for me, but I'd love to get to the bottom of it
> first. I'm pretty much positive it's not a DB issue, as I've tried different
> sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've
> tried the built in webserver with RT and no change there either.
>
> Currently trying to install RT on Centos given that Roy (who has kindly
> been helping me with details of his own setup) appears to have none of the
> same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
> we've currently got live.
>
> No idea if it's going to have any effect though :(
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>
> Justin.
>
> First of all, I can not read from the chart, but anyway history rendering
> has been worked on in a new code branch. Probably this code will be part of
> RT 3.10. Code at the moment is unstable, but eventually it wil be faster
> then the current version.
>
> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com>wrote:
>
>> So far we've tried installing RT on different hardware, both 32 and 64bit
>> versions of linux. RT is still very slow for long tickets. All the time is
>> taken up by the perl/apache process maxing out a core of CPU.
>>
>> We've even gone as far as trying to profile the code. We came up with this
>> graph of where the time was going:
>>
>> <TIMING.png>
>> We then tried to go further into those functions but can't find a single
>> smoking gun call that is taking all the time.
>>
>> For example in a ticket that takes 22s to render approx 5 secs goes on
>> these 2 lines:
>>
>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>
>> my @trans_attachments = grep { $_->TransactionId == $Transaction->Id }
>> @attachments;
>>
>> grep { ($_->TransactionId == $Transaction->Id ) &&
>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>
>> Both are greps. Does this imply that perl itself is just slow?
>>
>> IF so why would our perl be slow compared to other people's? We've tried
>> compiling it from source and that made no difference.
>>
>> ATM we're at a bit of a loss....
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>
>> Justin,
>>
>> Do you use Transaction custom fields, if you do n?t ; try and comment out
>> lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>> % if ( $Transaction->CustomFieldValues->Count ) {
>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>> % }
>> See if that improves things for you.
>> Some of our monitoring tickets can have up to 500 updates, such tickets
>> use to take up to 20s to load, once I commented out the above lines, load
>> time is now down to less than 5 seconds.
>>
>> Regards;
>> Roy
>>
>>
>>  *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Justin Hayes
>>
>> *Sent:* 01 July 2010 11:39
>> *To:* Kenneth Crocker
>> *Cc:* rt-users at lists.bestpractical.com
>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>>
>> We do Kenneth, but most tickets don't have many file attachments, so I
>> assume that's not an issue?
>>
>> Cheers,
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>
>>
>> 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<http://rtbook.bestpracticalcom/>
>>
>>
>> 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
>>
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
>
> --
> Best regards, Ruslan.
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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From justin.hayes at openbet.com  Tue Sep  7 06:29:42 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 7 Sep 2010 11:29:42 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
References: <33431DF7-7A80-4DAD-A59F-45E3E8E2AABA@openbet.com>
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	<9218FA89-D254-4766-B3F6-60CF9014C81C@openbet.com>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
Message-ID: <A1C6594B-3F68-4830-810D-A07D5CF33E93@openbet.com>

Thanks Torsten. Will have a look at some of those suggestions. We'd ruled the DB out as we couldn't find an slow ones in the logs, and also because we tried a totally fresh DB with only 1 ticket in it, and it was still slow. But it might just be lots of tiny queries so we'll have another look at that.

We've also tried running the web services on a separate server to the DB. This also made no difference.

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 11:13, Torsten Brumm wrote:

> Hi Justin,
> just found this threat, sounds interessting.
> 
> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
> 
> Think you should follow Raed's hints first to log the queries generated with RT
> 
>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
> 
> Some more question regarding your hardware and setup.
> 
> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
> 
> Some more information?
> 
> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
> 
> Tob
> 
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
> 
>> Tried Centos last night, and no difference at all.
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>> 
>>> Hi Ruslan,
>>> 
>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>>> 
>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>>> 
>>> No idea if it's going to have any effect though :(
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>> 
>>>> Justin.
>>>> 
>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>>> 
>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>>> 
>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>>> 
>>>> <TIMING.png>
>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>>> 
>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>>> 
>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>> 
>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>>> 
>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>> 
>>>> Both are greps. Does this imply that perl itself is just slow?
>>>> 
>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>>> 
>>>> ATM we're at a bit of a loss....
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>> 
>>>>> Justin,
>>>>>  
>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>> % }
>>>>> See if that improves things for you.
>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>>  
>>>>> Regards;
>>>>> Roy
>>>>>  
>>>>>  
>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>> 
>>>>> Sent: 01 July 2010 11:39
>>>>> To: Kenneth Crocker
>>>>> Cc: rt-users at lists.bestpractical.com
>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>  
>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>>  
>>>>> Cheers,
>>>>>  
>>>>> Justin
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>>  
>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>> 
>>>>> 
>>>>> 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
>>>>> 
>>>>> 
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>  
>>>> 
>>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>>> 
>>>> 
>>>> 
>>>> -- 
>>>> Best regards, Ruslan.
>>> 
>>> 
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de

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From torsten.brumm at googlemail.com  Tue Sep  7 06:36:24 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 7 Sep 2010 12:36:24 +0200
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <A1C6594B-3F68-4830-810D-A07D5CF33E93@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<A1C6594B-3F68-4830-810D-A07D5CF33E93@openbet.com>
Message-ID: <AANLkTik_R7TBG+sitaAdH=BuNLhZkO_AMPOodcBgOreT@mail.gmail.com>

Are you running mod_perl2, FastCGI or FCGID?

2010/9/7 Justin Hayes <justin.hayes at openbet.com>

> Thanks Torsten. Will have a look at some of those suggestions. We'd ruled
> the DB out as we couldn't find an slow ones in the logs, and also because we
> tried a totally fresh DB with only 1 ticket in it, and it was still slow.
> But it might just be lots of tiny queries so we'll have another look at
> that.
>
> We've also tried running the web services on a separate server to the DB.
> This also made no difference.
>
> Cheers,
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
>
> Hi Justin,
> just found this threat, sounds interessting.
>
> What i read so far: You have 1 quad core system with 8GB RAM, running both
> WEB and DB, correct?
>
> Think you should follow Raed's hints first to log the queries generated
> with RT
>
> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
> StatementLog
> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>
> I'm sure you will find some funny queries. Normally the Query Log of
> default MySQL can only log queries taking longer than a second, but in your
> case i think, you will have several much faster queries but in summary they
> take longer - but you can't find in mysql-slow log.
>
> Some more question regarding your hardware and setup.
>
> 1. One Server / quad core (hyper threating) -> how many threats for
> Mysql/Postgresql? / 8 GB Ram
> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
> Problems?)
> 3. RT Rights Setup, does the user performance is faster or slower than the
> performance with root user?
>
> Some more information?
>
> We're running also a larger RT Instance with dedicated hardware for DB and
> Webservers with no huge perferomance bottlenacks.
>
> Tob
>
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>
>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
>> faster than ours. We're going to try it on a faster server and that should
>> drop our times. Guess we just wanted to explore all avenues before throwing
>> hardware at the problem.
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>>
>> Tried Centos last night, and no difference at all.
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>
>> Hi Ruslan,
>>
>> Sorry looks like I shrunk the image too much. The thing I find odd is that
>> there are others with similar hardware who don't get the problem. It'll be
>> great if 3.10 fixes it for me, but I'd love to get to the bottom of it
>> first. I'm pretty much positive it's not a DB issue, as I've tried different
>> sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've
>> tried the built in webserver with RT and no change there either.
>>
>> Currently trying to install RT on Centos given that Roy (who has kindly
>> been helping me with details of his own setup) appears to have none of the
>> same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
>> we've currently got live.
>>
>> No idea if it's going to have any effect though :(
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>
>> Justin.
>>
>> First of all, I can not read from the chart, but anyway history rendering
>> has been worked on in a new code branch. Probably this code will be part of
>> RT 3.10. Code at the moment is unstable, but eventually it wil be faster
>> then the current version.
>>
>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com>wrote:
>>
>>> So far we've tried installing RT on different hardware, both 32 and 64bit
>>> versions of linux. RT is still very slow for long tickets. All the time is
>>> taken up by the perl/apache process maxing out a core of CPU.
>>>
>>> We've even gone as far as trying to profile the code. We came up with
>>> this graph of where the time was going:
>>>
>>> <TIMING.png>
>>> We then tried to go further into those functions but can't find a single
>>> smoking gun call that is taking all the time.
>>>
>>> For example in a ticket that takes 22s to render approx 5 secs goes on
>>> these 2 lines:
>>>
>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>
>>> my @trans_attachments = grep { $_->TransactionId == $Transaction->Id }
>>> @attachments;
>>>
>>> grep { ($_->TransactionId == $Transaction->Id ) &&
>>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>
>>> Both are greps. Does this imply that perl itself is just slow?
>>>
>>> IF so why would our perl be slow compared to other people's? We've tried
>>> compiling it from source and that made no difference.
>>>
>>> ATM we're at a bit of a loss....
>>>
>>> Justin
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>
>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>
>>> Justin,
>>>
>>> Do you use Transaction custom fields, if you do n?t ; try and comment out
>>> lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>> % }
>>> See if that improves things for you.
>>> Some of our monitoring tickets can have up to 500 updates, such tickets
>>> use to take up to 20s to load, once I commented out the above lines, load
>>> time is now down to less than 5 seconds.
>>>
>>> Regards;
>>> Roy
>>>
>>>
>>>  *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Justin Hayes
>>>
>>> *Sent:* 01 July 2010 11:39
>>> *To:* Kenneth Crocker
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>>>
>>> We do Kenneth, but most tickets don't have many file attachments, so I
>>> assume that's not an issue?
>>>
>>> Cheers,
>>>
>>> Justin
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>
>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>
>>>
>>> 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<http://rtbook.bestpracticalcom/>
>>>
>>>
>>> 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
>>>
>>>
>>>
>>>
>>>
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
>
> --
> 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 justin.hayes at openbet.com  Tue Sep  7 06:58:35 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Tue, 7 Sep 2010 11:58:35 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
Message-ID: <AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@openbet.com>

Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate).

Total query time is 0.871493s

So it's not the DB.

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 11:13, Torsten Brumm wrote:

> Hi Justin,
> just found this threat, sounds interessting.
> 
> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
> 
> Think you should follow Raed's hints first to log the queries generated with RT
> 
>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
> 
> Some more question regarding your hardware and setup.
> 
> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
> 
> Some more information?
> 
> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
> 
> Tob
> 
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
> 
>> Tried Centos last night, and no difference at all.
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>> 
>>> Hi Ruslan,
>>> 
>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>>> 
>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>>> 
>>> No idea if it's going to have any effect though :(
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>> 
>>>> Justin.
>>>> 
>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>>> 
>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>>> 
>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>>> 
>>>> <TIMING.png>
>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>>> 
>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>>> 
>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>> 
>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>>> 
>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>> 
>>>> Both are greps. Does this imply that perl itself is just slow?
>>>> 
>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>>> 
>>>> ATM we're at a bit of a loss....
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>> 
>>>>> Justin,
>>>>>  
>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>> % }
>>>>> See if that improves things for you.
>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>>  
>>>>> Regards;
>>>>> Roy
>>>>>  
>>>>>  
>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>> 
>>>>> Sent: 01 July 2010 11:39
>>>>> To: Kenneth Crocker
>>>>> Cc: rt-users at lists.bestpractical.com
>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>  
>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>>  
>>>>> Cheers,
>>>>>  
>>>>> Justin
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>>  
>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>> 
>>>>> 
>>>>> 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
>>>>> 
>>>>> 
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>  
>>>> 
>>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>>> 
>>>> 
>>>> 
>>>> -- 
>>>> Best regards, Ruslan.
>>> 
>>> 
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de

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From torsten.brumm at googlemail.com  Tue Sep  7 07:05:18 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 7 Sep 2010 13:05:18 +0200
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@openbet.com>
Message-ID: <AANLkTinpkP5bQzRL_xpwr-7evuYSOcjhB28arSpmT8gk@mail.gmail.com>

OK, now we know, it is not the DB, have you used firebug to check which part
of the page takes long?
There is a nice addon from BPS to track the page memory used for each
request inside github, possible a good point to look next.

The time you messured are taken with firefox, Internet explorer?

2010/9/7 Justin Hayes <justin.hayes at openbet.com>

> Well we've captured the time for all the queries run for our long ticket
> (which takes ~20secs to generate).
>
> Total query time is 0.871493s
>
> So it's not the DB.
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
>
> Hi Justin,
> just found this threat, sounds interessting.
>
> What i read so far: You have 1 quad core system with 8GB RAM, running both
> WEB and DB, correct?
>
> Think you should follow Raed's hints first to log the queries generated
> with RT
>
> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
> StatementLog
> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>
> I'm sure you will find some funny queries. Normally the Query Log of
> default MySQL can only log queries taking longer than a second, but in your
> case i think, you will have several much faster queries but in summary they
> take longer - but you can't find in mysql-slow log.
>
> Some more question regarding your hardware and setup.
>
> 1. One Server / quad core (hyper threating) -> how many threats for
> Mysql/Postgresql? / 8 GB Ram
> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
> Problems?)
> 3. RT Rights Setup, does the user performance is faster or slower than the
> performance with root user?
>
> Some more information?
>
> We're running also a larger RT Instance with dedicated hardware for DB and
> Webservers with no huge perferomance bottlenacks.
>
> Tob
>
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>
>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
>> faster than ours. We're going to try it on a faster server and that should
>> drop our times. Guess we just wanted to explore all avenues before throwing
>> hardware at the problem.
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>>
>> Tried Centos last night, and no difference at all.
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>
>> Hi Ruslan,
>>
>> Sorry looks like I shrunk the image too much. The thing I find odd is that
>> there are others with similar hardware who don't get the problem. It'll be
>> great if 3.10 fixes it for me, but I'd love to get to the bottom of it
>> first. I'm pretty much positive it's not a DB issue, as I've tried different
>> sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've
>> tried the built in webserver with RT and no change there either.
>>
>> Currently trying to install RT on Centos given that Roy (who has kindly
>> been helping me with details of his own setup) appears to have none of the
>> same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
>> we've currently got live.
>>
>> No idea if it's going to have any effect though :(
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>
>> Justin.
>>
>> First of all, I can not read from the chart, but anyway history rendering
>> has been worked on in a new code branch. Probably this code will be part of
>> RT 3.10. Code at the moment is unstable, but eventually it wil be faster
>> then the current version.
>>
>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com>wrote:
>>
>>> So far we've tried installing RT on different hardware, both 32 and 64bit
>>> versions of linux. RT is still very slow for long tickets. All the time is
>>> taken up by the perl/apache process maxing out a core of CPU.
>>>
>>> We've even gone as far as trying to profile the code. We came up with
>>> this graph of where the time was going:
>>>
>>> <TIMING.png>
>>> We then tried to go further into those functions but can't find a single
>>> smoking gun call that is taking all the time.
>>>
>>> For example in a ticket that takes 22s to render approx 5 secs goes on
>>> these 2 lines:
>>>
>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>
>>> my @trans_attachments = grep { $_->TransactionId == $Transaction->Id }
>>> @attachments;
>>>
>>> grep { ($_->TransactionId == $Transaction->Id ) &&
>>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>
>>> Both are greps. Does this imply that perl itself is just slow?
>>>
>>> IF so why would our perl be slow compared to other people's? We've tried
>>> compiling it from source and that made no difference.
>>>
>>> ATM we're at a bit of a loss....
>>>
>>> Justin
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>
>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>
>>> Justin,
>>>
>>> Do you use Transaction custom fields, if you do n?t ; try and comment out
>>> lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>> % }
>>> See if that improves things for you.
>>> Some of our monitoring tickets can have up to 500 updates, such tickets
>>> use to take up to 20s to load, once I commented out the above lines, load
>>> time is now down to less than 5 seconds.
>>>
>>> Regards;
>>> Roy
>>>
>>>
>>>  *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Justin Hayes
>>>
>>> *Sent:* 01 July 2010 11:39
>>> *To:* Kenneth Crocker
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>>>
>>> We do Kenneth, but most tickets don't have many file attachments, so I
>>> assume that's not an issue?
>>>
>>> Cheers,
>>>
>>> Justin
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>
>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>
>>>
>>> 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<http://rtbook.bestpracticalcom/>
>>>
>>>
>>> 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
>>>
>>>
>>>
>>>
>>>
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
>
> --
> 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 tjrc at sanger.ac.uk  Tue Sep  7 07:24:35 2010
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Tue, 7 Sep 2010 12:24:35 +0100
Subject: [rt-users] Slow Ticket History
In-Reply-To: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
Message-ID: <5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>


On 6 Sep 2010, at 5:54 pm, rt-users-request at lists.bestpractical.com wrote:

> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
> 
> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
> 
> <TIMING.png>
> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
> 
> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
> 
> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
> 
> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> 
> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
> 

From what I can tell, the real problem here is repeated scanning of both the @attachments and @attachment_content arrays, which makes the execution speed of the ShowHistory element O(N^2) with respect to the number of transactions; painful, to say the least.

1)  The %$trans_content hash can be made up front in a single pass, for all the attachments in the ticket, turning this into an O(N) operation, rather than O(N^2)
2) The $trans_content variable is only used in one place; it's passed to ShowTransaction, where it is then passed on to ShowTransactionAttachments.
3)  In there, there are some errors which cause some autovivification of hash members which needn't happen.
4)  You can do much the same up-front calculation with $trans_attachments as well, so you don't have to keep grepping through it

I've now made those changes, and on a reasonably large ticket (216 transactions) it reduced the ticket rendering time on my system from 2.5 minutes to 34 seconds, which is a pretty good improvement, I think.

On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes over 20 minutes to render the ticket (I gave up waiting), so in fact it's considerably worse order execution time than I thought.  My patched code takes 2.2 minutes - still not brilliant but hey, this ticket is now renderable, which it was not before.

Just for some background, the hardware I'm running on:

RT database:  2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1 on a 2.0 GHz E5504 Nehalem system
RT web server:  2 CPU virtual machine, 2GB RAM, on the same type of physical hardware as the database server

As far as I can tell, I have not semantically altered the code, but others may want to test more thoroughly.  I have not yet put this on my production web server - I cloned my web server VM and made my changes to the clone (God, I love VMs for this sort of thing!)

Regards,

Tim

Here are my patches to Ticket/Elements/ShowHistory:

--- /opt/rt3/share/html/Ticket/Elements/ShowHistory	2010-05-14 13:58:15.000000000 +0100
+++ /opt/rt3/local/html/Ticket/Elements/ShowHistory	2010-09-07 11:59:30.000000000 +0100
@@ -84,6 +84,10 @@
 <%perl>
 my @attachments = @{$Attachments->ItemsArrayRef()};
 my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
+my $trans_content = {};
+map { $trans_content->{$_->TransactionId}->{$_->Id} = $_  } @attachment_content;
+my $trans_attachments = {};
+map { push (@{$trans_attachments->{$_->TransactionId}}, $_) } @attachments;
 
 while ( my $Transaction = $Transactions->Next ) {
     my $skip = 0;
@@ -97,12 +101,6 @@
 
     $i++;
 
-    my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
-
-    my $trans_content = {};
-    grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
-
-   
     my $IsLastTransaction = 0;
     if ( $OldestFirst ) {
         $IsLastTransaction = $Transactions->IsLast;
@@ -118,7 +116,7 @@
               Transaction          => $Transaction,
               ShowHeaders          => $ShowHeaders,
               RowNum               => $i,
-              Attachments          => \@trans_attachments,
+              Attachments          => $trans_attachments->{$Transaction->id},
               AttachmentContent    => $trans_content,
               LastTransaction      => $IsLastTransaction
  );

and here's the patch to ShowTransactionAttachments (both files need to be patched):

--- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments	2010-05-14 13:58:15.000000000 +0100
+++ /opt/rt3/local/html/Ticket/Elements/ShowTransactionAttachments	2010-09-07 11:04:53.000000000 +0100
@@ -189,8 +189,10 @@
         {
 
             my $content;
-            if ( $AttachmentContent->{ $message->id } ) {
-                $content = $AttachmentContent->{ $message->id }->Content;
+	    my ($transaction_id, $message_id) = ($Transaction->id, $message->id);
+            if ( exists($AttachmentContent->{ $transaction_id }) &&
+		 exists($AttachmentContent->{ $transaction_id }->{$message_id}) ) {
+                $content = $AttachmentContent->{ $transaction_id }->{ $message_id }->Content;
             }
             else {
                 $content = $message->Content;




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


From jyoti.sahu at elitecore.com  Tue Sep  7 07:32:49 2010
From: jyoti.sahu at elitecore.com (Jyoti Sahu)
Date: Tue, 7 Sep 2010 17:02:49 +0530
Subject: [rt-users] designing not proper
Message-ID: <20100907112823.25FCC240CC5@hipster.bestpractical.com>

Hi,

 

We have just installed 3.8.8 version of RT.

 

However we are facing some problem related to designing. The page looks
proper but without proper css

 

Can anybody suggest how this can be solved?

Is some perl module is required to be installed?

 

Regards,

Jyoti Sahu

 

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From torsten.brumm at googlemail.com  Tue Sep  7 07:45:27 2010
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 7 Sep 2010 13:45:27 +0200
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@openbet.com>
Message-ID: <AANLkTimmarc5AMpCFgkuSiE9W1ryDQVLsVB8HozJYF7E@mail.gmail.com>

Hi Justin,
just created inside a RT Test VM (slow one with 500mb ram) a single ticket
with around 60 replies and some comments. Tested the speed with different
users

1. root user to open this ticket: around 26 sec -> 870 single sql queries in
around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
2. user with full access (take, own, modify etc): around same time and
queries like root (Queries: http://pastebin.com/U0HnPcJL)
3. user with less rights (no take, no own, only showticket, seequeue): time
around 15 sec and 600 sql queries in around 2 sec! (Queries:
http://pastebin.com/fXDHu6im)

After this the apache starts to render the page from the results and push
them to the browser. The page is for my few comments/replies already 206KB
without any apache optimizations

After adding:

        SetOutputFilter DEFLATE
        SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-vary
        SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
        ExpiresActive On
        ExpiresByType text/css "A604800"
        ExpiresByType image/x-icon "A31536000"
        ExpiresByType image/gif "A604800"
        ExpiresByType image/jpg "A604800"
        ExpiresByType image/jpeg "A604800"
        ExpiresByType image/png "A604800"
        ExpiresByType application/x-javascript A3600
        Header set Cache-Control "must-revalidate"

to the rt vhost, the page load time goes down from 26 sec to 8 sec and from
206 kb to 10kb

you should try.

Torsten

2010/9/7 Justin Hayes <justin.hayes at openbet.com>

> Well we've captured the time for all the queries run for our long ticket
> (which takes ~20secs to generate).
>
> Total query time is 0.871493s
>
> So it's not the DB.
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
>
> Hi Justin,
> just found this threat, sounds interessting.
>
> What i read so far: You have 1 quad core system with 8GB RAM, running both
> WEB and DB, correct?
>
> Think you should follow Raed's hints first to log the queries generated
> with RT
>
> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder
> StatementLog
> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>
> I'm sure you will find some funny queries. Normally the Query Log of
> default MySQL can only log queries taking longer than a second, but in your
> case i think, you will have several much faster queries but in summary they
> take longer - but you can't find in mysql-slow log.
>
> Some more question regarding your hardware and setup.
>
> 1. One Server / quad core (hyper threating) -> how many threats for
> Mysql/Postgresql? / 8 GB Ram
> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O
> Problems?)
> 3. RT Rights Setup, does the user performance is faster or slower than the
> performance with root user?
>
> Some more information?
>
> We're running also a larger RT Instance with dedicated hardware for DB and
> Webservers with no huge perferomance bottlenacks.
>
> Tob
>
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>
>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit
>> faster than ours. We're going to try it on a faster server and that should
>> drop our times. Guess we just wanted to explore all avenues before throwing
>> hardware at the problem.
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>>
>> Tried Centos last night, and no difference at all.
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>
>> Hi Ruslan,
>>
>> Sorry looks like I shrunk the image too much. The thing I find odd is that
>> there are others with similar hardware who don't get the problem. It'll be
>> great if 3.10 fixes it for me, but I'd love to get to the bottom of it
>> first. I'm pretty much positive it's not a DB issue, as I've tried different
>> sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've
>> tried the built in webserver with RT and no change there either.
>>
>> Currently trying to install RT on Centos given that Roy (who has kindly
>> been helping me with details of his own setup) appears to have none of the
>> same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu
>> we've currently got live.
>>
>> No idea if it's going to have any effect though :(
>>
>> Justin
>>
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>>
>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>
>> Justin.
>>
>> First of all, I can not read from the chart, but anyway history rendering
>> has been worked on in a new code branch. Probably this code will be part of
>> RT 3.10. Code at the moment is unstable, but eventually it wil be faster
>> then the current version.
>>
>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com>wrote:
>>
>>> So far we've tried installing RT on different hardware, both 32 and 64bit
>>> versions of linux. RT is still very slow for long tickets. All the time is
>>> taken up by the perl/apache process maxing out a core of CPU.
>>>
>>> We've even gone as far as trying to profile the code. We came up with
>>> this graph of where the time was going:
>>>
>>> <TIMING.png>
>>> We then tried to go further into those functions but can't find a single
>>> smoking gun call that is taking all the time.
>>>
>>> For example in a ticket that takes 22s to render approx 5 secs goes on
>>> these 2 lines:
>>>
>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>
>>> my @trans_attachments = grep { $_->TransactionId == $Transaction->Id }
>>> @attachments;
>>>
>>> grep { ($_->TransactionId == $Transaction->Id ) &&
>>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>
>>> Both are greps. Does this imply that perl itself is just slow?
>>>
>>> IF so why would our perl be slow compared to other people's? We've tried
>>> compiling it from source and that made no difference.
>>>
>>> ATM we're at a bit of a loss....
>>>
>>> Justin
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>
>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>
>>> Justin,
>>>
>>> Do you use Transaction custom fields, if you do n?t ; try and comment out
>>> lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>> % }
>>> See if that improves things for you.
>>> Some of our monitoring tickets can have up to 500 updates, such tickets
>>> use to take up to 20s to load, once I commented out the above lines, load
>>> time is now down to less than 5 seconds.
>>>
>>> Regards;
>>> Roy
>>>
>>>
>>>  *From:* rt-users-bounces at lists.bestpractical.com [mailto:
>>> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Justin Hayes
>>>
>>> *Sent:* 01 July 2010 11:39
>>> *To:* Kenneth Crocker
>>> *Cc:* rt-users at lists.bestpractical.com
>>> *Subject:* Re: [rt-users] Slow Ticket History 3.8.8
>>>
>>> We do Kenneth, but most tickets don't have many file attachments, so I
>>> assume that's not an issue?
>>>
>>> Cheers,
>>>
>>> Justin
>>>
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>>
>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>
>>>
>>> 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<http://rtbook.bestpracticalcom/>
>>>
>>>
>>> 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
>>>
>>>
>>>
>>>
>>>
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
>
> --
> 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 elacour at easter-eggs.com  Tue Sep  7 08:20:00 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Tue, 7 Sep 2010 14:20:00 +0200
Subject: [rt-users] designing not proper
In-Reply-To: <20100907112823.25FCC240CC5@hipster.bestpractical.com>
References: <20100907112823.25FCC240CC5@hipster.bestpractical.com>
Message-ID: <20100907122000.GC3216@easter-eggs.com>

On Tue, Sep 07, 2010 at 05:02:49PM +0530, Jyoti Sahu wrote:
>    Hi,
> 
> 
> 
>    We have just installed 3.8.8 version of RT.
> 
> 
> 
>    However we are facing some problem related to designing. The page looks
>    proper  but without proper css
> 
> 
> 
>    Can anybody suggest how this can be solved?
> 
>    Is some perl module is required to be installed?
> 
> 

you can check that you meet requirement by running "make testdeps" in
your RT source.

but I suspect some kind of configuration error in webpath or in your
vhost conf.



From fabrizio at uab.edu  Tue Sep  7 10:38:59 2010
From: fabrizio at uab.edu (Francis L Fabrizio)
Date: Tue, 7 Sep 2010 09:38:59 -0500
Subject: [rt-users] Report on time worked per user
In-Reply-To: <B08F3F3D67451844A7A8A029FCC71E4C1521CBCD3A@WIN01.ad.deltamanagement.se>
References: <20100902202808.GT14225@bestpractical.com>
	<C8A5D972.12A72%rowland@aptus.ws>
	<B08F3F3D67451844A7A8A029FCC71E4C1521CBCD3A@WIN01.ad.deltamanagement.se>
Message-ID: <6D0864AA18E9564285990CD7F849B4DE04E47A79@UABEXMBS6.ad.uab.edu>

Yes, the TimeWorkedReport does have the option to show time worked per user per ticket.  I can't remember if I coded it to be the default presentation or not, but it's documented on that wiki page IIRC.

-Fran

> -----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: Thursday, September 02, 2010 3:57 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Report on time worked per user
> 
> I think that this is what you want.
> 
> http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> /Johan
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Ian Rowland
> Sent: den 2 september 2010 22:45
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Report on time worked per user
> 
> Hi folks
> 
> I'd like to pull a report on time worked per user on a ticket, at
> present I am pulling a report on resolved, then go into each ticket to
> see how much time was spent per user on a ticket.
> 
> Is there a way to report on time spent per user on a ticket?
> 
> Example:
> 
> Ticket ID   Subject     Total Time Spent    Time User A     Time User B
> etc
> 2223 Ian cannot print   30  15 15 etc
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this
> year -- Learn how to get the most out of RT!
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


From todd at chaka.net  Tue Sep  7 11:21:53 2010
From: todd at chaka.net (Todd Chapman)
Date: Tue, 7 Sep 2010 11:21:53 -0400
Subject: [rt-users] Copy Queue Permissions
In-Reply-To: <4C83C533.7050604@exlibrisgroup.com>
References: <4C83C533.7050604@exlibrisgroup.com>
Message-ID: <AANLkTi=8vku4F1=nH6L2YNAXpjxrQKmh_L5S=_NfSeme@mail.gmail.com>

Not that I'm aware of but I did write an RT extension that makes it
easy to compare queue rights side-by-side and assign them to specific
users and groups.

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm

On Sun, Sep 5, 2010 at 12:28 PM, John Alberts
<John.Alberts at exlibrisgroup.com> wrote:
> ?I have a bunch of queues that I would like to all have the same
> permissions. ?Is there any way to copy permissions from one queue to another
> so I don't have to configure all of the queues individually?
>
> Thanks
>
> --
> John Alberts
> Hosted Services
> Exlibris USA
> john.alberts at exlibrisgroup.com
> cell: 1-508-878-2197
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From John.Alberts at exlibrisgroup.com  Tue Sep  7 11:24:35 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Tue, 7 Sep 2010 10:24:35 -0500
Subject: [rt-users] Copy Queue Permissions
In-Reply-To: <AANLkTi=8vku4F1=nH6L2YNAXpjxrQKmh_L5S=_NfSeme@mail.gmail.com>
References: <AANLkTi=8vku4F1=nH6L2YNAXpjxrQKmh_L5S=_NfSeme@mail.gmail.com>
Message-ID: <4C865933.9080302@exlibrisgroup.com>

Thank you.  That helps.


On 09/07/2010 10:21 AM, Todd Chapman wrote: 

	Not that I'm aware of but I did write an RT extension that makes it
	easy to compare queue rights side-by-side and assign them to specific
	users and groups.
	
	http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm <http://search.cpan.org/%7Ehtchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm> 
	
	On Sun, Sep 5, 2010 at 12:28 PM, John Alberts
	<John.Alberts at exlibrisgroup.com> <mailto:John.Alberts at exlibrisgroup.com>  wrote:
	>  I have a bunch of queues that I would like to all have the same
	> permissions.  Is there any way to copy permissions from one queue to another
	> so I don't have to configure all of the queues individually?
	>
	> Thanks
	>
	> --
	> John Alberts
	> Hosted Services
	> Exlibris USA
	> john.alberts at exlibrisgroup.com
	> cell: 1-508-878-2197
	>
	> RT Training in Washington DC, USA on Oct 25 & 26 2010
	> Last one this year -- Learn how to get the most out of RT!
	>
	


-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197
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From smithj4 at bnl.gov  Tue Sep  7 11:30:57 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Tue, 07 Sep 2010 11:30:57 -0400
Subject: [rt-users] Slow Ticket History
In-Reply-To: <5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
	<5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
Message-ID: <4C865AB1.6000401@bnl.gov>

Hi Tim,

You might want to send your patch to the RT devel list.  I would be 
interested to see what others, including the BP people have to say about it.

~Jason


On 09/07/2010 07:24 AM, Tim Cutts wrote:
>
> On 6 Sep 2010, at 5:54 pm, rt-users-request at lists.bestpractical.com wrote:
>
>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>
>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>
>> <TIMING.png>
>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>
>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>
>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>
>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>
>> 	grep { ($_->TransactionId == $Transaction->Id )&&  ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>
>
>  From what I can tell, the real problem here is repeated scanning of both the @attachments and @attachment_content arrays, which makes the execution speed of the ShowHistory element O(N^2) with respect to the number of transactions; painful, to say the least.
>
> 1)  The %$trans_content hash can be made up front in a single pass, for all the attachments in the ticket, turning this into an O(N) operation, rather than O(N^2)
> 2) The $trans_content variable is only used in one place; it's passed to ShowTransaction, where it is then passed on to ShowTransactionAttachments.
> 3)  In there, there are some errors which cause some autovivification of hash members which needn't happen.
> 4)  You can do much the same up-front calculation with $trans_attachments as well, so you don't have to keep grepping through it
>
> I've now made those changes, and on a reasonably large ticket (216 transactions) it reduced the ticket rendering time on my system from 2.5 minutes to 34 seconds, which is a pretty good improvement, I think.
>
> On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes over 20 minutes to render the ticket (I gave up waiting), so in fact it's considerably worse order execution time than I thought.  My patched code takes 2.2 minutes - still not brilliant but hey, this ticket is now renderable, which it was not before.
>
> Just for some background, the hardware I'm running on:
>
> RT database:  2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1 on a 2.0 GHz E5504 Nehalem system
> RT web server:  2 CPU virtual machine, 2GB RAM, on the same type of physical hardware as the database server
>
> As far as I can tell, I have not semantically altered the code, but others may want to test more thoroughly.  I have not yet put this on my production web server - I cloned my web server VM and made my changes to the clone (God, I love VMs for this sort of thing!)
>
> Regards,
>
> Tim
>
> Here are my patches to Ticket/Elements/ShowHistory:
>
> --- /opt/rt3/share/html/Ticket/Elements/ShowHistory	2010-05-14 13:58:15.000000000 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowHistory	2010-09-07 11:59:30.000000000 +0100
> @@ -84,6 +84,10 @@
>   <%perl>
>   my @attachments = @{$Attachments->ItemsArrayRef()};
>   my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
> +my $trans_content = {};
> +map { $trans_content->{$_->TransactionId}->{$_->Id} = $_  } @attachment_content;
> +my $trans_attachments = {};
> +map { push (@{$trans_attachments->{$_->TransactionId}}, $_) } @attachments;
>
>   while ( my $Transaction = $Transactions->Next ) {
>       my $skip = 0;
> @@ -97,12 +101,6 @@
>
>       $i++;
>
> -    my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> -
> -    my $trans_content = {};
> -    grep { ($_->TransactionId == $Transaction->Id )&&  ($trans_content->{$_->Id} = $_)  } @attachment_content;
> -
> -
>       my $IsLastTransaction = 0;
>       if ( $OldestFirst ) {
>           $IsLastTransaction = $Transactions->IsLast;
> @@ -118,7 +116,7 @@
>                 Transaction          =>  $Transaction,
>                 ShowHeaders          =>  $ShowHeaders,
>                 RowNum               =>  $i,
> -              Attachments          =>  \@trans_attachments,
> +              Attachments          =>  $trans_attachments->{$Transaction->id},
>                 AttachmentContent    =>  $trans_content,
>                 LastTransaction      =>  $IsLastTransaction
>    );
>
> and here's the patch to ShowTransactionAttachments (both files need to be patched):
>
> --- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments	2010-05-14 13:58:15.000000000 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowTransactionAttachments	2010-09-07 11:04:53.000000000 +0100
> @@ -189,8 +189,10 @@
>           {
>
>               my $content;
> -            if ( $AttachmentContent->{ $message->id } ) {
> -                $content = $AttachmentContent->{ $message->id }->Content;
> +	    my ($transaction_id, $message_id) = ($Transaction->id, $message->id);
> +            if ( exists($AttachmentContent->{ $transaction_id })&&
> +		 exists($AttachmentContent->{ $transaction_id }->{$message_id}) ) {
> +                $content = $AttachmentContent->{ $transaction_id }->{ $message_id }->Content;
>               }
>               else {
>                   $content = $message->Content;
>
>
>
>


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From jblaine at kickflop.net  Tue Sep  7 11:38:08 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Tue, 07 Sep 2010 11:38:08 -0400
Subject: [rt-users] Chose Scrip order?
In-Reply-To: <4C7EBA57.5040002@kickflop.net>
References: <4C7EBA57.5040002@kickflop.net>
Message-ID: <4C865C60.7070104@kickflop.net>

On 9/1/2010 4:40 PM, Jeff Blaine wrote:
> Is there any way to prioritize Scrips?  Or perhaps someone
> can suggest something else based on the following?

So, no?  :)

>
> I'm doing something in Scrip 1 that may alter custom field X
> (employee numbers).
>
> Scrip 2 which is in place and working fine right now has the
> job of looking up some employee details for every employee
> number listed in field X, and storing those details in
> field Y. It runs only when:
>
> Transaction type is Create
> OR
> Transaction field is "field X" (field X was changed)
> OR
> Someone modified field Y by hand (nobody is ever supposed
> to do this)
>
> If I know Scrip 2 runs after Scrip 1, then I know custom field
> Y will have the correct data because field X was up to date.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From Marco.deSousa at billag.com  Tue Sep  7 11:51:51 2010
From: Marco.deSousa at billag.com (Marco.deSousa at billag.com)
Date: Tue, 7 Sep 2010 17:51:51 +0200
Subject: [rt-users] Get the selected value of a CustomField with a Script
Message-ID: <C38B0B6AEFA3994F9BF6ABA2E9833EBF7AC6A0C930@sg000004.corproot.net>

Hello,

I have a ticket with some Custom Fields.

I wrote a scrip and i need to read the Custom Fields values,
but i don't find the command.

For example, if i have a CF myCF(combobox) with values ( red, orange, green),
and user select a value ( red )

What command on my script i can use to get the selected value ?

I look for something like that:
$myColor = $myCF->getSelectedValue;

now $myColor has 'red'




Tanks best regards.

Marco

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From kfcrocker at lbl.gov  Tue Sep  7 11:57:59 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 7 Sep 2010 08:57:59 -0700
Subject: [rt-users] Chose Scrip order?
In-Reply-To: <4C865C60.7070104@kickflop.net>
References: <4C7EBA57.5040002@kickflop.net>
	<4C865C60.7070104@kickflop.net>
Message-ID: <AANLkTin+3Jdk3+RiHBKpQcvCsArQHv+FoUSXUYxAkgzr@mail.gmail.com>

Jeff,

Alphabetically. For those with the same name/function, I put numbers in
front, like 1a or 1b. Also, be sure to set the stage to TransactionBatch.

Kenn
LBNL

On Tue, Sep 7, 2010 at 8:38 AM, Jeff Blaine <jblaine at kickflop.net> wrote:

> On 9/1/2010 4:40 PM, Jeff Blaine wrote:
>
>> Is there any way to prioritize Scrips?  Or perhaps someone
>> can suggest something else based on the following?
>>
>
> So, no?  :)
>
>
>> I'm doing something in Scrip 1 that may alter custom field X
>> (employee numbers).
>>
>> Scrip 2 which is in place and working fine right now has the
>> job of looking up some employee details for every employee
>> number listed in field X, and storing those details in
>> field Y. It runs only when:
>>
>> Transaction type is Create
>> OR
>> Transaction field is "field X" (field X was changed)
>> OR
>> Someone modified field Y by hand (nobody is ever supposed
>> to do this)
>>
>> If I know Scrip 2 runs after Scrip 1, then I know custom field
>> Y will have the correct data because field X was up to date.
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Tue Sep  7 12:01:21 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 7 Sep 2010 09:01:21 -0700
Subject: [rt-users] performance slow
In-Reply-To: <20100907060314.DF302240C97@hipster.bestpractical.com>
References: <20100907060314.DF302240C97@hipster.bestpractical.com>
Message-ID: <AANLkTi=v4azrzQPTQWKKc1iiJwoSs6k7EoqKbY8QvW81@mail.gmail.com>

Jyoti,

Permissions can also affect speed. If you let everyone see all tickets in
all Queues, for example. Try to be restrictive.

Kenn
LBNL

On Mon, Sep 6, 2010 at 11:07 PM, Jyoti Sahu <jyoti.sahu at elitecore.com>wrote:

>  Hi,
>
>
>
> We are using RT3.6.3 as one of our internal project for request tracking.
>
> However we are facing many many many performance issues.
>
> We have our Rt database filled like any thing with live request. So the
> result is our ticket page opens very slow. Sometimes it takes about 3-4 min
> in rendering that ticket page. So is there anything from database side or
> apache configuration side that can help us to improve our rt system
> performance.
>
>
>
> Please try to solve our issue asap as we are in a big mess due to
> performance.
>
>
>
>
>
> Regards,
>
> Jyoti Sahu
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Tue Sep  7 12:16:25 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 7 Sep 2010 09:16:25 -0700
Subject: [rt-users] Get the selected value of a CustomField with a Script
In-Reply-To: <C38B0B6AEFA3994F9BF6ABA2E9833EBF7AC6A0C930@sg000004.corproot.net>
References: <C38B0B6AEFA3994F9BF6ABA2E9833EBF7AC6A0C930@sg000004.corproot.net>
Message-ID: <AANLkTi=GFxJqkzR5tK9oCVh704SGfimvcLC2FZn7qM_W@mail.gmail.com>

Marco,

Try "$Ticket->FirstCustomFieldValue('Name of CF')" for templates and
"$self->TicketObj->FirstCustomFieldValue('Name of CF')" for scrips.

I believe there is an example in the book.

Kenn
LBNL

On Tue, Sep 7, 2010 at 8:51 AM, <Marco.deSousa at billag.com> wrote:

>  Hello,
>
> I have a ticket with some Custom Fields.
>
> I wrote a scrip and i need to read the Custom Fields values,
> but i don't find the command.
>
> For example, if i have a CF myCF(combobox) with values ( red, orange,
> green),
> and user select a value ( red )
>
> What command on my script i can use to get the selected value ?
>
> I look for something like that:
> $myColor = $myCF->getSelectedValue;
>
> now $myColor has 'red'
>
>
>
>
> Tanks best regards.
>
> Marco
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Tue Sep  7 14:14:00 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 7 Sep 2010 11:14:00 -0700
Subject: [rt-users] RT::Authen::ExternalAuth AutoCreate [Un]Privileged
	Users
In-Reply-To: <4C84CFA1.3040904@fnb.co.za>
References: <4C84CFA1.3040904@fnb.co.za>
Message-ID: <AANLkTimAg7d9gzX+FT9s=ue2q27uY0MgxkTVNRDwj6_W@mail.gmail.com>

Gabriel,

Try removing the group 'rt'. Then use "filter" to accept a broader range of
LDAP users (we use division codes). Then you can use the autocreate
"Privileged" setting. That way anyone who passes the LDAP test will be
autocreated as "Privileged" users. that's my best guess.

Kenn
LBNL

On Mon, Sep 6, 2010 at 4:25 AM, Robert Gabriel <rgabriel at fnb.co.za> wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Hello all,
>
> I've done some initial investigation but this doesn't seem to be so
> simple for me to do.
>
> Please can someone assist?
>
> I'm using RT::Authen::ExternalAuth and have the following working:
> External auth with LDAP and auto create privileged users if they are
> in 'rt' group in LDAP.
>
> How can unprivileged users be auto created if they are in LDAP but not
> in the 'rt' group when they send a mail ticket request so they can login
> through self service access?
>
> PS What should the ExternalInfoPriority be set to if no LDAP
> lookups for creating new users via RT?
>
> Thanks.
>
> Set( $rtname, '***.***.**.**');
> Set($Organization , '****.***.**.**');
> Set($Timezone , 'Africa/Johannesburg');
> Set(@Plugins,(qw(Extension::QuickDelete RT::FM RT::Authen::ExternalAuth)));
> Set( @Plugins, qw(RT::Authen::ExternalAuth) );
> Set($RTAddressRegexp , '^****(-***)?\@***\.**\.**$');
> Set($LogToSyslog , 'debug');
> Set($LogToScreen, 'debug');
> Set($DatabaseType , 'mysql');
> Set($DatabaseHost   , '');
> Set($DatabaseRTHost , '');
> Set($DatabasePort , '');
> Set($DatabaseUser , '****');
> Set($DatabasePassword , '*****');
> Set($DatabaseName , '****');
> Set($DatabaseRequireSSL , undef);
> Set($OwnerEmail , 'root');
> Set($MaxAttachmentSize , 10000000);
> Set($CanonicalizeOnCreate, 0);
> Set($AutoCreate, {Privileged => 1});
> require
> "/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm";
>
>
> Set($ExternalAuthPriority, ['My_LDAP']);
> Set($ExternalInfoPriority, ['My_LDAP']);
> Set($ExternalServiceUsesSSLorTLS, 0);
> Set($AutoCreateNonExternalUsers, 0);
> Set($ExternalSettings, {
>   'My_LDAP'         => {
>   'type'            => 'ldap',
>   'server'          => '**********',
>   'user'            => '',
>   'pass'            => '',
>   'base'            => 'dc=********,dc=***,dc=**,dc=**',
>   'filter'          => '(objectClass=*)',
>   'd_filter'        => '(objectClass=FooBarBaz)',
>   'tls'             => 0,
>   'ssl_version'     => 3,
>   'net_ldap_args'   => [version =>  3],
>   'group'           => 'cn=rt,ou=groups,dc=****,dc=****,dc=**,dc=***',
>   'group_attr'      => 'member',
>   'attr_match_list' => ['Name', 'EmailAddress'],
>   'attr_map'        => {'Name' => 'uid', 'RealName' => 'cn',
> 'ExternalAuthId' => 'uid', 'Gecos' => 'cn', 'EmailAddress' => 'mail'}
>   }
> }
> );
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v2.0.14 (GNU/Linux)
> Comment: Using GnuPG with Fedora - http://enigmail.mozdev.org/
>
> iQEcBAEBAgAGBQJMhM+hAAoJEBMzHChmstlqrfsH/3UFar4PQFUBjN3o7pc4iBce
> 8oOGftGf75+0/CZkVVt3ogOo+JCFWlfpSb21Kh4YKYMUZ2NXRQVWQO6O25iO8u0x
> 8aL/rkzei98mKCNlkWP6O/lVIiXeTzAHMJgHJpbC207mEcqRFCKToJ61nOnmtU8I
> PBZntO+SRK5V/i+WPFk75/ZmAayJ30wZxVZmThjKPPpINSMkP/y5naUAH1aFwuk0
> LMg5CcxloOxq0pEFA6PfQGjetk8NEeF6T01ypS8R8+ArQBrBBJYUJkhuPrRjge3o
> Dyl9Eb0wE/HwubZBVixSvLoTMFj4tPo+mYHth+cexMyRZf7br6ieWMSSOwYFNzA=
> =dkSU
> -----END PGP SIGNATURE-----
>
> To read FirstRand Bank's Disclaimer for this email click on the following
> address or copy into your Internet browser:
> https://www.fnb.co.za/disclaimer.html
>
> If you are unable to access the Disclaimer, send a blank e-mail to
> firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the
> Disclaimer.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From MikeB at connect2.net.nz  Tue Sep  7 16:57:01 2010
From: MikeB at connect2.net.nz (Mike Brady)
Date: Wed, 8 Sep 2010 08:57:01 +1200
Subject: [rt-users] FW: What formatting is available for RTFM Wiki Format?
Message-ID: <C16F42884A7B9445BA9094376903B1F9011757DD@schumacher.ImpactMedia.local>

Bump

 

From: Mike Brady 
Sent: Friday, 3 September 2010 11:21 a.m.
To: 'rt-users at lists.bestpractical.com'
Subject: What formatting is available for RTFM Wiki Format?

 

I have just been setting up RTFM in our test environment and am confused
about the formatting of articles.

 

The installation all seems to be fine and I have added a custom field
with type "file in one wiki text area" and it shows up when creating an
article.

 

There are a couple of contradictory Wiki articles about what formatting
is available, neither of which seem to be correct based on my testing.
I had been expecting (with no good reason)  to see the FCKeditor level
of formatting available as per what is available in RT itself. 

 

In the middle of one of the Wiki pages a comment  is made that only the
formatting available in Text::WikiFormat
<http://wiki.bestpractical.com/view/WikiFormat>  is what is supported.
>From my testing this does seem to be the case.

 

Am I missing something here or is this the current state of RTFM?

 

My installed versions are RT 3.8.8 and RTFM 2.4.2 on Centos 5.5.

 

Thanks

 

Mike

 

Connect 2 Ltd.

Phone: +64 9 5249596

Mobile: + 64 21 645087

 

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From cflood at ca.afilias.info  Tue Sep  7 18:01:38 2010
From: cflood at ca.afilias.info (Cliff Flood)
Date: Tue, 07 Sep 2010 18:01:38 -0400
Subject: [rt-users] Versions of PostgreSQL supported with RT 3.6.7
Message-ID: <4C86B642.7080308@ca.afilias.info>

Hi all,

We're using RT 3.6.7 and would like to know what is the latest version 
of PostgreSQL this is known to work with?

This wasn't a detail I could find on the wiki.

Thanks in advance you for your responses.

Regards,

-- 
Cliff Flood
System Administrator
+1 416 673 4151


From Marco.deSousa at billag.com  Wed Sep  8 03:20:15 2010
From: Marco.deSousa at billag.com (Marco.deSousa at billag.com)
Date: Wed, 8 Sep 2010 09:20:15 +0200
Subject: [rt-users] Get the selected value of a CustomField with a Script
In-Reply-To: <AANLkTi=GFxJqkzR5tK9oCVh704SGfimvcLC2FZn7qM_W@mail.gmail.com>
References: <C38B0B6AEFA3994F9BF6ABA2E9833EBF7AC6A0C930@sg000004.corproot.net>
	<AANLkTi=GFxJqkzR5tK9oCVh704SGfimvcLC2FZn7qM_W@mail.gmail.com>
Message-ID: <C38B0B6AEFA3994F9BF6ABA2E9833EBF7AC6AA97FF@sg000004.corproot.net>

Hello Kenn,

Tanks, code work good !

Have a nice Day !

Marco.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Tuesday, September 07, 2010 6:16 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Get the selected value of a CustomField with a Script

Marco,

Try "$Ticket->FirstCustomFieldValue('Name of CF')" for templates and
"$self->TicketObj->FirstCustomFieldValue('Name of CF')" for scrips.

I believe there is an example in the book.

Kenn
LBNL
On Tue, Sep 7, 2010 at 8:51 AM, <Marco.deSousa at billag.com<mailto:Marco.deSousa at billag.com>> wrote:
Hello,

I have a ticket with some Custom Fields.

I wrote a scrip and i need to read the Custom Fields values,
but i don't find the command.

For example, if i have a CF myCF(combobox) with values ( red, orange, green),
and user select a value ( red )

What command on my script i can use to get the selected value ?

I look for something like that:
$myColor = $myCF->getSelectedValue;

now $myColor has 'red'




Tanks best regards.

Marco



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

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From tsylwest at ripe.net  Wed Sep  8 05:17:29 2010
From: tsylwest at ripe.net (Tom Sylwestrowicz)
Date: Wed, 08 Sep 2010 11:17:29 +0200
Subject: [rt-users] Re-directing mails/requests sent to the wrong RT Queue
Message-ID: <4C8754A9.1070204@ripe.net>

Hi there,

This is more of a "can you do this with RT?" kind of question.

Scenario:

1. Someone external (Joe Bloggs) sends an e-mail requesting a service to
Operations at blah dot net.
2. The ticket ends up in the Operations RT queue.
3. Operations does not provide this service, therefore need to forward
the original request to the Service department (they don't use RT)

What I want to do is to be able to re-direct this request, using RT, to
the Services department, making it look like it came from Joe Bloggs.

I've seen the option to forward tickets to e-mail addresses, but this
makes the Operations Queue look like the sender. So when the Services
team gets the forwarded ticket, their non-RT ticketing system sends an
auto reply to the Operations queue and not to Joe Bloggs.

My question is, does RT (our version is 3.8.2) have the functionality to
forward this ticket *as* the original requestor? In this case as Joe
Bloggs.

If the functionality is not built in, will it take a lot of coding to
get this to work?

Best Regards,
Tom


From flatworm at users.sourceforge.net  Wed Sep  8 06:13:00 2010
From: flatworm at users.sourceforge.net (Konstantin Khomoutov)
Date: Wed, 8 Sep 2010 14:13:00 +0400
Subject: [rt-users] Chose Scrip order?
In-Reply-To: <4C865C60.7070104@kickflop.net>
References: <4C7EBA57.5040002@kickflop.net>
 <4C865C60.7070104@kickflop.net>
Message-ID: <20100908101259.GA2001@localhost.localdomain>

On Tue, Sep 07, 2010 at 11:38:08AM -0400, Jeff Blaine wrote:
> On 9/1/2010 4:40 PM, Jeff Blaine wrote:
> >Is there any way to prioritize Scrips?  Or perhaps someone
> >can suggest something else based on the following?
> So, no?  :)
If you did not receive this reply
http://lists.bestpractical.com/pipermail/rt-users/2010-September/066446.html
you should really consider tweaking your SPAM-filters, I think.



From bcian at mitre.org  Wed Sep  8 08:55:01 2010
From: bcian at mitre.org (Ciancetta, Barbara J.)
Date: Wed, 8 Sep 2010 08:55:01 -0400
Subject: [rt-users] Assign child ticket to a separate queue?
Message-ID: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>

Using RT 3.8.7 and trying to configure so that it will support the following workflow:

Need:
Team A create tickets for team B to take action
Keep team B's access restricted to just those tickets that team opened for their action
Keep statistics for Team A clean (i.e. number of tickets in Team A queue)

Seems a good approach to this would be team A (in their queue) creating a child ticket but assigning it to team B's queue.  My interpretation of the following statement from article (http://wiki.bestpractical.com/view/WorkFlow) seems to indicate that may be possible.
"The Queue is the queue in which the new ticket is created. At the moment, we've elected to create them in the same queue as the parent ticket, but it may make more sense to create them in other queues. The Parent link will keep everything tied together if you do."

However trying to create a child ticket and assign it to a separate queue in our dev environment doesn't seem possible.  Does anyone know if this is possible?  Please help.

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From elacour at easter-eggs.com  Wed Sep  8 09:01:21 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 8 Sep 2010 15:01:21 +0200
Subject: [rt-users] Assign child ticket to a separate queue?
In-Reply-To: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
Message-ID: <20100908130121.GD3484@easter-eggs.com>

On Wed, Sep 08, 2010 at 08:55:01AM -0400, Ciancetta, Barbara J. wrote:
> 
> 
>    However trying to create a child ticket and assign it to a separate queue
>    in our dev environment doesn't seem possible.  Does anyone know if this is
>    possible?  Please help.
> 
> 

you have to patch a little bit RT to allow users to choose the queue
when they create "sub tickets".

Attached patch should do this.

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From lem at itverx.com.ve  Wed Sep  8 09:03:48 2010
From: lem at itverx.com.ve (Luis E. =?ISO-8859-1?Q?Mu=F1oz?=)
Date: Wed, 08 Sep 2010 08:33:48 -0430
Subject: [rt-users] Assign child ticket to a separate queue?
In-Reply-To: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
Message-ID: <1283951028.4737.72.camel@maclem-ether.ius.cc>

On Wed, 2010-09-08 at 08:55 -0400, Ciancetta, Barbara J. wrote:
> However trying to create a child ticket and assign it to a separate
> queue in our dev environment doesn?t seem possible.  Does anyone know
> if this is possible?  Please help.

Yes, it's possible. Check the obvious first, such as permissions to
create tickets in the B queue.

Regards.

-lem


From elacour at easter-eggs.com  Wed Sep  8 09:10:23 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 8 Sep 2010 15:10:23 +0200
Subject: [rt-users] Assign child ticket to a separate queue?
In-Reply-To: <1283951028.4737.72.camel@maclem-ether.ius.cc>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
	<1283951028.4737.72.camel@maclem-ether.ius.cc>
Message-ID: <20100908131023.GF3484@easter-eggs.com>

On Wed, Sep 08, 2010 at 08:33:48AM -0430, Luis E. Mu?oz wrote:
> On Wed, 2010-09-08 at 08:55 -0400, Ciancetta, Barbara J. wrote:
> > However trying to create a child ticket and assign it to a separate
> > queue in our dev environment doesn?t seem possible.  Does anyone know
> > if this is possible?  Please help.
> 
> Yes, it's possible. Check the obvious first, such as permissions to
> create tickets in the B queue.
> 

of course, but you cannot choose the queue when using "add" links in
"Links" box of current ticket. Hence the patch I sent.



From Steven.Platt at hpa.org.uk  Wed Sep  8 09:24:08 2010
From: Steven.Platt at hpa.org.uk (Steven Platt)
Date: Wed, 8 Sep 2010 14:24:08 +0100
Subject: [rt-users] Set Owner by Requestor Organization?
Message-ID: <79236A26CC00114CBD0F3571FD5B883E51B7E2@colhpaexc010.HPA.org.uk>

Hi,

I'm trying to achieve this using a chopped version of
http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some
wisdom clipped from elsewhere in the wiki (some of the scrips pages, I
forget exactly which), and here is what I have:

Condition: On Create
Action: User defined
Template: Global template:blank
Stage: TransactionCreate

Custom prep code
----------------

$t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
if ( $t_org !~ /(VRD|GEZI)/i ) { return 0; }
else { return 1; }


Custom cleanup code
-------------------

$t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
if ( $t_org =~ /VRD/i ) { $newowner = "owner.a"; }
if ( $t_org =~ /GEZI/i ) { $newowner = "owner.b"; }
my $T_Obj = $self->TicketObj;

$RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #".
$newowner );
my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
unless( $status ) {
    $RT::Logger->error( "Impossible to assign the ticket to $newowner:
$msg" );
    return undef;
}
return 1;


...but it appears to have no effect on the ticket whatsoever. Can anyone
point me in the right direction?

Also, I'm testing this by generating dummy tickets on our production
(and only) instance of RT. This can't be the recommended method of scrip
testing, can it!!

TIA

Steve
HPA Bioinformatics
UK
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without the express authority of the HPA, or the intended
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From PBarton at iesi.com  Wed Sep  8 10:04:35 2010
From: PBarton at iesi.com (Peter Barton)
Date: Wed, 8 Sep 2010 09:04:35 -0500
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <20100908131023.GF3484@easter-eggs.com>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG><1283951028.4737.72.camel@maclem-ether.ius.cc>
	<20100908131023.GF3484@easter-eggs.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>

I have seen the RT-Extension-MandatorySubject plugin and this is great for opening tickets via the web interface.  However, my company opens at least 90% of its tickets via email.  Is there anything out that can enforce mandatory subjects on tickets opened via email?

----------
Peter Barton

From Raed.El-Hames at vialtus.com  Wed Sep  8 10:09:54 2010
From: Raed.El-Hames at vialtus.com (Raed El-Hames)
Date: Wed, 8 Sep 2010 15:09:54 +0100
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG><1283951028.4737.72.camel@maclem-ether.ius.cc>
	<20100908131023.GF3484@easter-eggs.com>
	<F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
Message-ID: <ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>

Peter,

> 
> I have seen the RT-Extension-MandatorySubject plugin and this is great for
> opening tickets via the web interface.  However, my company opens at least
> 90% of its tickets via email.  Is there anything out that can enforce
> mandatory subjects on tickets opened via email?
> 


How would you do that? Sending a bounce back? -- which is not convenient?
What you can do is write a scrip on create to look for empty subject and then insert one based on whatever criteria you want, eg requestor / sender email address or the first line of the content etc ..

Regards;
Roy      


From PBarton at iesi.com  Wed Sep  8 10:16:11 2010
From: PBarton at iesi.com (Peter Barton)
Date: Wed, 8 Sep 2010 09:16:11 -0500
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG><1283951028.4737.72.camel@maclem-ether.ius.cc><20100908131023.GF3484@easter-eggs.com>
	<F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
	<ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
Message-ID: <F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>

>> 
>> I have seen the RT-Extension-MandatorySubject plugin and this is
great for
>> opening tickets via the web interface.  However, my company opens at
least
>> 90% of its tickets via email.  Is there anything out that can enforce
>> mandatory subjects on tickets opened via email?
>> 


>How would you do that? Sending a bounce back? -- which is not
convenient?
>What you can do is write a scrip on create to look for empty subject
and then insert one based on whatever criteria you want, eg requestor /
sender email >address or the first line of the content etc ..

>Regards;
>Roy      

I would actually like to bounce the email back notifying the sender that
the subject is required.


----------
Peter Barton




From elacour at easter-eggs.com  Wed Sep  8 10:24:58 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Wed, 8 Sep 2010 16:24:58 +0200
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
References: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
	<ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
	<F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100908142458.GI3484@easter-eggs.com>

On Wed, Sep 08, 2010 at 09:16:11AM -0500, Peter Barton wrote:
> >> 
> I would actually like to bounce the email back notifying the sender that
> the subject is required.
> 

You can hack lib/RT/Interface/Email.pm::Gateway, add a test on $Subject after the
test of $Authstat and use MailError in the same way.

Or a scrip that makes the ticket rejected and send an email to
requestor.


From ktm at rice.edu  Wed Sep  8 10:35:13 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 8 Sep 2010 09:35:13 -0500
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
References: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
	<ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
	<F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100908143513.GY20916@aart.is.rice.edu>

On Wed, Sep 08, 2010 at 09:16:11AM -0500, Peter Barton wrote:
> >> 
> >> I have seen the RT-Extension-MandatorySubject plugin and this is
> great for
> >> opening tickets via the web interface.  However, my company opens at
> least
> >> 90% of its tickets via email.  Is there anything out that can enforce
> >> mandatory subjects on tickets opened via email?
> >> 
> 
> 
> >How would you do that? Sending a bounce back? -- which is not
> convenient?
> >What you can do is write a scrip on create to look for empty subject
> and then insert one based on whatever criteria you want, eg requestor /
> sender email >address or the first line of the content etc ..
> 
> >Regards;
> >Roy      
> 
> I would actually like to bounce the email back notifying the sender that
> the subject is required.
> 
> 
> ----------
> Peter Barton
> 
In order to prevent problems caused by back-scatter, you may want to
consider returning a 5xx error to the mail message with an informative
message. You could use header_checks with postfix and most other MTA's
support similar functionality.

Cheers,
Ken


From smithj4 at bnl.gov  Wed Sep  8 10:41:32 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Wed, 08 Sep 2010 10:41:32 -0400
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG><1283951028.4737.72.camel@maclem-ether.ius.cc><20100908131023.GF3484@easter-eggs.com>	<F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>	<ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
	<F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
Message-ID: <4C87A09C.1090600@bnl.gov>

On 09/08/2010 10:16 AM, Peter Barton wrote:
>>>
>>> I have seen the RT-Extension-MandatorySubject plugin and this is
> great for
>>> opening tickets via the web interface.  However, my company opens at
> least
>>> 90% of its tickets via email.  Is there anything out that can enforce
>>> mandatory subjects on tickets opened via email?
>>>
>
>
>> How would you do that? Sending a bounce back? -- which is not
> convenient?
>> What you can do is write a scrip on create to look for empty subject
> and then insert one based on whatever criteria you want, eg requestor /
> sender email>address or the first line of the content etc ..
>
>> Regards;
>> Roy
>
> I would actually like to bounce the email back notifying the sender that
> the subject is required.

Personally I don't see a problem with sending a bounce to a person who 
sent an email without a subject either.  I think the original email 
without a subject is inconvenient, so they deserve a bounce.

We send all of our RT email through procmail for some additional 
filtering like this and this is the section of our procmail that checks 
for missing subjects.  It sends a copy of their original email back to 
them, with a subject saying that their ticket was rejected because the 
subject was missing.  It also adds a message to the email body, but 
unfortunately it is appended so they may not see it.  I haven't bothered 
to try to figure out a way to prepend it.  I Bcc the bounces to my email 
address also, so I know when people do this and I can check to see if 
they resent the email with a subject.

~Jason
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From ktm at rice.edu  Wed Sep  8 10:48:03 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 8 Sep 2010 09:48:03 -0500
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <4C87A09C.1090600@bnl.gov>
References: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
	<ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
	<F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
	<4C87A09C.1090600@bnl.gov>
Message-ID: <20100908144802.GA20916@aart.is.rice.edu>

On Wed, Sep 08, 2010 at 10:41:32AM -0400, Jason A. Smith wrote:
> On 09/08/2010 10:16 AM, Peter Barton wrote:
>>>>
>>>> I have seen the RT-Extension-MandatorySubject plugin and this is
>> great for
>>>> opening tickets via the web interface.  However, my company opens at
>> least
>>>> 90% of its tickets via email.  Is there anything out that can enforce
>>>> mandatory subjects on tickets opened via email?
>>>>
>>
>>
>>> How would you do that? Sending a bounce back? -- which is not
>> convenient?
>>> What you can do is write a scrip on create to look for empty subject
>> and then insert one based on whatever criteria you want, eg requestor /
>> sender email>address or the first line of the content etc ..
>>
>>> Regards;
>>> Roy
>>
>> I would actually like to bounce the email back notifying the sender that
>> the subject is required.
>
> Personally I don't see a problem with sending a bounce to a person who sent 
> an email without a subject either.  I think the original email without a 
> subject is inconvenient, so they deserve a bounce.
>
> We send all of our RT email through procmail for some additional filtering 
> like this and this is the section of our procmail that checks for missing 
> subjects.  It sends a copy of their original email back to them, with a 
> subject saying that their ticket was rejected because the subject was 
> missing.  It also adds a message to the email body, but unfortunately it is 
> appended so they may not see it.  I haven't bothered to try to figure out a 
> way to prepend it.  I Bcc the bounces to my email address also, so I know 
> when people do this and I can check to see if they resent the email with a 
> subject.
>
> ~Jason

> #
> # Check for missing or empty subjects:
> #
> ERRORS_TO="my.email at domain.com"
> SUBJECT=`formail -xSubject: | expand | sed -e 's/^[ ]*//g' -e 's/[ ]*$//g'`
> :0 c:
> * SUBJECT ?? ^^^^
> | formail -I "Status: R" >>${MAILDIR}/noSubject
> :0 A
> |( formail -brkt -I"From: RT Ticket System <ticket-address at domain.com>" \
>    -I"Bcc: $ERRORS_TO" \
>    -I"Subject: RT email ticket rejected - NO SUBJECT."; \
>    echo "-------- RT Message --------"; \
>    echo "Your email ticket request will NOT be processed without a subject."; \
>    echo "Please include a subject in your email message above and resend it." \
> ) | $SENDMAIL -oi -t
> :0 c:
> * SUBJECT ?? \(no subject\)
> | formail -I "Status: R" >>${MAILDIR}/noSubject
> :0 A
> |( formail -brkt -I"From: RT Ticket System <ticket-address at domain.com>" \
>    -I"Bcc: $ERRORS_TO" \
>    -I"Subject: RT email ticket rejected - NO SUBJECT."; \
>    echo "-------- RT Message --------"; \
>    echo "Your email ticket request will NOT be processed without a subject."; \
>    echo "Please include a subject in your email message above and resend it." \
> ) | $SENDMAIL -oi -t
> 
> 

In principle, an informative bounce is okay. Unfortunately, it can
be taken advantage of by unscrupulous mailers to send SPAM messages
to other E-mail addresses with the consequent impact to your mail
reputation and ability to send E-mail from your domain to others.
If you restrict such bounces to local authenticated E-mail, then
you can minimize the risk through the use of accountability.

Cheers,
Ken


From flatworm at users.sourceforge.net  Wed Sep  8 11:11:00 2010
From: flatworm at users.sourceforge.net (Konstantin Khomoutov)
Date: Wed, 8 Sep 2010 19:11:00 +0400
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
	<1283951028.4737.72.camel@maclem-ether.ius.cc>
	<20100908131023.GF3484@easter-eggs.com>
	<F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100908191100.f294837d.kostix@domain007.com>

On Wed, 8 Sep 2010 09:04:35 -0500
"Peter Barton" <PBarton at iesi.com> wrote:

> I have seen the RT-Extension-MandatorySubject plugin and this is
> great for opening tickets via the web interface.  However, my company
> opens at least 90% of its tickets via email.  Is there anything out
> that can enforce mandatory subjects on tickets opened via email?

We were facing the same problem (the difference is that in our case
100% tickets are filed using web interface) and it was solved using two
different soultions (deployed one after another, we're currently using
the first one).

The first is to make a scrip which sets the subject to the first
non-empty line of the report text.

Meta info for the scrip:
Description: "00 On Create Set Subject From Request Text"
Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Scrip condition code:

if ($self->TransactionObj->Type eq 'Create'
    && $self->TicketObj->Subject() eq '') {
  return 1;
} else {
  return undef;
}

Scrip code:

my @lines = split(/\n/, $self->TransactionObj->Content());
for my $line (@lines) {
  $line =~ s/^\s+//;
  $line =~ s/\s+$//;
  if ($line ne '') {
    my ($ok, $msg) = $self->TicketObj->SetSubject($line);
    if (!$ok) {
      $RT::Logger->error("Failed to set ticket subject: $msg");
      return 0;
    }
    last;
  }
}
return 1;

The scrip description starts with "00 " to ensure it is executed
earlier that other scrips (see [1]) which is needed so that the
watchers of the relevant queue get their notification e-mail with
the subject appropriately modified.

Then we switched to using a callback for the BeforeCreate event of the
/SelfService/Create.html form and now the subject is set in that
callback using roughly the same code.

1. http://wiki.bestpractical.com/view/ScripExecOrder


From jblaine at kickflop.net  Wed Sep  8 11:12:23 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 08 Sep 2010 11:12:23 -0400
Subject: [rt-users] Set Owner by Requestor Organization?
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B7E2@colhpaexc010.HPA.org.uk>
References: <79236A26CC00114CBD0F3571FD5B883E51B7E2@colhpaexc010.HPA.org.uk>
Message-ID: <4C87A7D7.7050401@kickflop.net>



On 9/8/2010 9:24 AM, Steven Platt wrote:
> Hi,
>
> I'm trying to achieve this using a chopped version of
> http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some
> wisdom clipped from elsewhere in the wiki (some of the scrips pages, I
> forget exactly which), and here is what I have:
>
> Condition: On Create
> Action: User defined
> Template: Global template:blank
> Stage: TransactionCreate
>
> Custom prep code
> ----------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org !~ /(VRD|GEZI)/i ) { return 0; }
> else { return 1; }
>
>
> Custom cleanup code
> -------------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org =~ /VRD/i ) { $newowner = "owner.a"; }
> if ( $t_org =~ /GEZI/i ) { $newowner = "owner.b"; }
> my $T_Obj = $self->TicketObj;
>
> $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #".
> $newowner );
> my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
> unless( $status ) {
>      $RT::Logger->error( "Impossible to assign the ticket to $newowner:
> $msg" );
>      return undef;
> }
> return 1;
>
>
> ...but it appears to have no effect on the ticket whatsoever. Can anyone
> point me in the right direction?

Are you seeing any logged messages from your cleanup code?

I'd just start by adding a lot more $RT::Logger calls for
debugging info.

Log what $t_org gets set to in the prep code, etc.


From kfcrocker at lbl.gov  Wed Sep  8 11:14:28 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 8 Sep 2010 08:14:28 -0700
Subject: [rt-users] Set Owner by Requestor Organization?
In-Reply-To: <79236A26CC00114CBD0F3571FD5B883E51B7E2@colhpaexc010.HPA.org.uk>
References: <79236A26CC00114CBD0F3571FD5B883E51B7E2@colhpaexc010.HPA.org.uk>
Message-ID: <AANLkTim2H0u12bTZUMHzQNy2475pB62jTXuftOiQjQRU@mail.gmail.com>

Steven,

I don't know if this idea will help, but we use a Custom Field we call
"CFO-Org" and when someone sends in an email, CommandByMail allows us to set
that field and we use that value against an array of possible values in a
scrip to set the owner for the ticket. It's a variation of using a value in
the Subject field, except that it's a Custom Field value set by using
CommandByMail. Hope this helps.


Kenn
LBNL

On Wed, Sep 8, 2010 at 6:24 AM, Steven Platt <Steven.Platt at hpa.org.uk>wrote:

> Hi,
>
> I'm trying to achieve this using a chopped version of
> http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some
> wisdom clipped from elsewhere in the wiki (some of the scrips pages, I
> forget exactly which), and here is what I have:
>
> Condition: On Create
> Action: User defined
> Template: Global template:blank
> Stage: TransactionCreate
>
> Custom prep code
> ----------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org !~ /(VRD|GEZI)/i ) { return 0; }
> else { return 1; }
>
>
> Custom cleanup code
> -------------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');  ##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org =~ /VRD/i ) { $newowner = "owner.a"; }
> if ( $t_org =~ /GEZI/i ) { $newowner = "owner.b"; }
> my $T_Obj = $self->TicketObj;
>
> $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #".
> $newowner );
> my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
> unless( $status ) {
>    $RT::Logger->error( "Impossible to assign the ticket to $newowner:
> $msg" );
>    return undef;
> }
> return 1;
>
>
> ...but it appears to have no effect on the ticket whatsoever. Can anyone
> point me in the right direction?
>
> Also, I'm testing this by generating dummy tickets on our production
> (and only) instance of RT. This can't be the recommended method of scrip
> testing, can it!!
>
> TIA
>
> Steve
> HPA Bioinformatics
> UK
> -----------------------------------------
> **************************************************************************
> The information contained in the EMail and any attachments is
> confidential and intended solely and for the attention and use of
> the named addressee(s). It may not be disclosed to any other person
> without the express authority of the HPA, or the intended
> recipient, or both. If you are not the intended recipient, you must
> not disclose, copy, distribute or retain this message or any part
> of it. This footnote also confirms that this EMail has been swept
> for computer viruses, but please re-sweep any attachments before
> opening or saving. HTTP://www.HPA.org.uk
> **************************************************************************
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From smithj4 at bnl.gov  Wed Sep  8 11:19:35 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Wed, 08 Sep 2010 11:19:35 -0400
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <20100908144802.GA20916@aart.is.rice.edu>
References: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
	<ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
	<F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
	<4C87A09C.1090600@bnl.gov>
	<20100908144802.GA20916@aart.is.rice.edu>
Message-ID: <4C87A987.9050507@bnl.gov>

On 09/08/2010 10:48 AM, Kenneth Marshall wrote:
>
> In principle, an informative bounce is okay. Unfortunately, it can
> be taken advantage of by unscrupulous mailers to send SPAM messages
> to other E-mail addresses with the consequent impact to your mail
> reputation and ability to send E-mail from your domain to others.
> If you restrict such bounces to local authenticated E-mail, then
> you can minimize the risk through the use of accountability.
>
> Cheers,
> Ken

True, but if your RT is setup to accept email tickets from anywhere, 
because there is no central directory of known email addresses and a 
need for many people to be able to submit tickets, then it doesn't 
matter since the "sender" (real or fake) will either get the no subject 
bounce or the rt ticket created auto-reply.

Also, in our procmail, the no subject check is the last filter before 
the queue check rules.  Before these are several other rules to filter 
out spam, and emails from mailers, lists, daemons, etc...

~Jason

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From kfcrocker at lbl.gov  Wed Sep  8 11:27:11 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 8 Sep 2010 08:27:11 -0700
Subject: [rt-users] Assign child ticket to a separate queue?
In-Reply-To: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
Message-ID: <AANLkTimazVeb6bPCOGOqCOAKZView0aqZ8jhzQuUhG7D@mail.gmail.com>

Ciancetta,

Yes, it is possible. Currently, when you click the "Create" button to create
a child ticket, RT automatically puts the Queue from the parent ticket as
the Queue where the child ticket will be created. That's a problem and I'm
sure in 3.10, they will allow a manual override similar to the owner,
requestor, etc. However, in the meantime, you can get around this problem.

First, Create a Custom Field called, let's say, "Child Queue". Set this CF
as "Enter one value". Apply this CF to whatever Queues need this function
(you may have Queues that are for maintenance only and don't have children
tickets). When a user creates that child, they set the CF value to the name
or ID of that Queue (you could have a list of all possible Queues and they
could select from that list as well).

Second, you create a scrip for these same Queues that looks at the CF value
and based on that value, changes the Queue to the value set in that CF.

This works, as I've done for some of our Queues where someone sent in an
email to the wrong Queue and we intercept that email, evaluate the "From"
address and re-direct that ticket to a different Queue.

Hope this helps.

Kenn
LBNL

On Wed, Sep 8, 2010 at 5:55 AM, Ciancetta, Barbara J. <bcian at mitre.org>wrote:

>  Using RT 3.8.7 and trying to configure so that it will support the
> following workflow:
>
>
>
> Need:
>
> Team A create tickets for team B to take action
>
> Keep team B?s access restricted to just those tickets that team opened for
> their action
>
> Keep statistics for Team A clean (i.e. number of tickets in Team A queue)
>
>
>
> Seems a good approach to this would be team A (in their queue) creating a
> child ticket but assigning it to team B?s queue.  My interpretation of the
> following statement from article (
> http://wiki.bestpractical.com/view/WorkFlow) seems to indicate that may be
> possible.
>
> ?The Queue is the queue in which the new ticket is created*. At the
> moment, we've elected to create them in the same queue as the parent ticket,
> but it may make more sense to create them in other queues*. The Parent
> link will keep everything tied together if you do.?
>
>
>
> However trying to create a child ticket and assign it to a separate queue
> in our dev environment doesn?t seem possible.  Does anyone know if this is
> possible?  Please help.
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Wed Sep  8 11:30:02 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 8 Sep 2010 08:30:02 -0700
Subject: [rt-users] Re-directing mails/requests sent to the wrong RT
	Queue
In-Reply-To: <4C8754A9.1070204@ripe.net>
References: <4C8754A9.1070204@ripe.net>
Message-ID: <AANLkTimNMB=uTw+MSSZXhKLK3if-mLEBvUVjCWwq_UUJ@mail.gmail.com>

Tom,

This can be done. We do it with a scrip that evaluates the "From" email
address and sets the ticket owner and Queue based on that value.

Kenn
LBNL


On Wed, Sep 8, 2010 at 2:17 AM, Tom Sylwestrowicz <tsylwest at ripe.net> wrote:

> Hi there,
>
> This is more of a "can you do this with RT?" kind of question.
>
> Scenario:
>
> 1. Someone external (Joe Bloggs) sends an e-mail requesting a service to
> Operations at blah dot net.
> 2. The ticket ends up in the Operations RT queue.
> 3. Operations does not provide this service, therefore need to forward
> the original request to the Service department (they don't use RT)
>
> What I want to do is to be able to re-direct this request, using RT, to
> the Services department, making it look like it came from Joe Bloggs.
>
> I've seen the option to forward tickets to e-mail addresses, but this
> makes the Operations Queue look like the sender. So when the Services
> team gets the forwarded ticket, their non-RT ticketing system sends an
> auto reply to the Operations queue and not to Joe Bloggs.
>
> My question is, does RT (our version is 3.8.2) have the functionality to
> forward this ticket *as* the original requestor? In this case as Joe
> Bloggs.
>
> If the functionality is not built in, will it take a lot of coding to
> get this to work?
>
> Best Regards,
> Tom
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From ktm at rice.edu  Wed Sep  8 12:04:14 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 8 Sep 2010 11:04:14 -0500
Subject: [rt-users] Mandatory Subject - EMail
In-Reply-To: <4C87A987.9050507@bnl.gov>
References: <F81756C3921F504D9469B59C2E884FB712532381@exch-iesi.iesicorp.tf.prv>
	<ADA7B4B349CE874CB1DC46B3590D524A0489330428@hex-ex01.internal.gxn.net>
	<F81756C3921F504D9469B59C2E884FB7125323C2@exch-iesi.iesicorp.tf.prv>
	<4C87A09C.1090600@bnl.gov>
	<20100908144802.GA20916@aart.is.rice.edu>
	<4C87A987.9050507@bnl.gov>
Message-ID: <20100908160413.GB20916@aart.is.rice.edu>

On Wed, Sep 08, 2010 at 11:19:35AM -0400, Jason A. Smith wrote:
> On 09/08/2010 10:48 AM, Kenneth Marshall wrote:
>>
>> In principle, an informative bounce is okay. Unfortunately, it can
>> be taken advantage of by unscrupulous mailers to send SPAM messages
>> to other E-mail addresses with the consequent impact to your mail
>> reputation and ability to send E-mail from your domain to others.
>> If you restrict such bounces to local authenticated E-mail, then
>> you can minimize the risk through the use of accountability.
>>
>> Cheers,
>> Ken
>
> True, but if your RT is setup to accept email tickets from anywhere, 
> because there is no central directory of known email addresses and a need 
> for many people to be able to submit tickets, then it doesn't matter since 
> the "sender" (real or fake) will either get the no subject bounce or the rt 
> ticket created auto-reply.
>
> Also, in our procmail, the no subject check is the last filter before the 
> queue check rules.  Before these are several other rules to filter out 
> spam, and emails from mailers, lists, daemons, etc...
>
> ~Jason
>

True, these sorts of attacks are caught in our situation by the
anti-spam filter before submitting the message to RT. The same
setup could help ameleorate this back-scatter problem of a no-
subject bounce as well.

Cheers,
Ken


From smcstravick at eyelit.com  Wed Sep  8 14:23:37 2010
From: smcstravick at eyelit.com (Steve McStravick)
Date: Wed, 8 Sep 2010 14:23:37 -0400
Subject: [rt-users] RT for Mobile Devices 0.9
Message-ID: <00ce01cb4f82$f58b9720$e0a2c560$@com>

I'm having problem with this.
I'm running RT 3.8.4 with Mobile 0.97
 
Blackberry Curve 8310
 
login http://{myserver:port}/rt3 <http://%7bmyserver:port%7d/rt3> 
 
goes to Login page ->http://{myserver:port}/rt3/m
enter user/pwd
goes to Login page ->http://{myserver:port}/rt3/m/index.html
<http://%7bmyserver:port%7d/rt3/m/index.html> 
opens up.
 
click on to My Tickets ( a custom search)
login again -> http://{myserver:port}/rt3/m/tickets/search?name=My%20Tickets
<http://%7bmyserver:port%7d/rt3/m/tickets/search?name=My%20Tickets> 
enter usr/pwd
gets results


Steve
 
 
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From mlarsen at servicerepairsolutions.com  Wed Sep  8 14:43:04 2010
From: mlarsen at servicerepairsolutions.com (Matthew Larsen)
Date: Wed, 8 Sep 2010 11:43:04 -0700
Subject: [rt-users] Adding the name of the user entering a comment in the
 web interface to the template that is used to send an email to CCs
Message-ID: <EF0C586D23D99843932A2CBB139CB46433D3BEE7@EXCHNV01.mpifix.com>

Please forgive my ignorance.  I've been searching through the wiki to try and figure out how to do this, but I'm struggling with the documentation.

I'm trying to create a script that is triggered when someone comments on a ticket in the web UI that will send to the CCs for that queue the contents of that comment plus a snippet that says something like "comments added by [RT user making the comment]" .

I believe I'm close to getting this working by creating a script with Condition = On Comment, Action = Notify Ccs as Comment with a template something like:

{$Transaction->Content()}

Comments on this ticket made by: <b>{NOT SURE WHAT GOES HERE}</b>.
<br>
<br><b>Queue:</b> {$Ticket->QueueObj->Name}
<br><b>Status:</b> {$Ticket->Status}
<br><br>
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

What string do I put in the template to get the name of user making the comment in the ticket?


Sincerely,
Matt L.

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From mlarsen at servicerepairsolutions.com  Wed Sep  8 14:30:24 2010
From: mlarsen at servicerepairsolutions.com (Matthew Larsen)
Date: Wed, 8 Sep 2010 11:30:24 -0700
Subject: [rt-users] Adding the name of the user entering a comment in the
 web interface to the template that is used to send an email to CCs
Message-ID: <EF0C586D23D99843932A2CBB139CB46433D3BECE@EXCHNV01.mpifix.com>

Please forgive my ignorance.  I've been searching through the wiki to try and figure out how to do this, but I'm struggling with the documentation.

I'm trying to create a script that is triggered when someone comments on a ticket in the web UI that will send to the CCs for that queue the contents of that comment plus a snippet that says something like "comments added by [RT user making the comment]" .

I believe I'm close to getting this working by creating a script with Condition = On Comment, Action = Notify Ccs as Comment with a template something like:

{$Transaction->Content()}

Comments on this ticket made by: <b>{NOT SURE WHAT GOES HERE}</b>.
<br>
<br><b>Queue:</b> {$Ticket->QueueObj->Name}
<br><b>Status:</b> {$Ticket->Status}
<br><br>
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

What string do I put in the template to get the name of user making the comment in the ticket?


Sincerely,
Matt L.

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From cloos at netsandbox.de  Wed Sep  8 15:33:37 2010
From: cloos at netsandbox.de (Christian Loos)
Date: Wed, 08 Sep 2010 21:33:37 +0200
Subject: [rt-users] Adding the name of the user entering a comment in
 the web interface to the template that is used to send an email to CCs
In-Reply-To: <EF0C586D23D99843932A2CBB139CB46433D3BECE@EXCHNV01.mpifix.com>
References: <EF0C586D23D99843932A2CBB139CB46433D3BECE@EXCHNV01.mpifix.com>
Message-ID: <4C87E511.9020000@netsandbox.de>

For example this:
{ $Transaction->CreatorObj->RealName }

Take a look in the wiki, there are more examples:
http://wiki.bestpractical.com/view/TemplateSnippets

-Chris

Am 08.09.2010 20:30, schrieb Matthew Larsen:
> Please forgive my ignorance.  I?ve been searching through the wiki to
> try and figure out how to do this, but I?m struggling with the
> documentation. 
> 
>  
> 
> I?m trying to create a script that is triggered when someone comments on
> a ticket in the web UI that will send to the CCs for that queue the
> contents of that comment plus a snippet that says something like
> ?comments added by [RT user making the comment]? . 
> 
>  
> 
> I believe I?m close to getting this working by creating a script with
> Condition = On Comment, Action = Notify Ccs as Comment with a template
> something like:
> 
>  
> 
> {$Transaction->Content()}
> 
>  
> 
> Comments on this ticket made by: <b>{NOT SURE WHAT GOES HERE}</b>.
> 
> <br>
> 
> <br><b>Queue:</b> {$Ticket->QueueObj->Name}
> 
> <br><b>Status:</b> {$Ticket->Status}
> 
> <br><br>
> 
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> 
>  
> 
> What string do I put in the template to get the name of user making the
> comment in the ticket?
> 
>  
> 
>  
> 
> Sincerely,
> 
> Matt L.
> 
>  
> 
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



From vance_walsh at concordacademy.org  Wed Sep  8 16:15:05 2010
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Wed, 08 Sep 2010 16:15:05 -0400
Subject: [rt-users] Usage with FirstClass
In-Reply-To: <mailman.7412.1283950721.1873.rt-users@lists.bestpractical.com>
References: <mailman.7412.1283950721.1873.rt-users@lists.bestpractical.com>
Message-ID: <fc.000f737402c7b2073b9aca00f05f2fea.2c7b217@concordacademy.org>

I was curious if anyone is using RT with the FirstClass Mail server from Open
Text

If so how are you integrating RT into the email path etc? I am mostly
familiar with Exchange but the school  I am at is moving towards using RT but
they have FirstClass.

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From kfcrocker at lbl.gov  Wed Sep  8 16:40:47 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 8 Sep 2010 13:40:47 -0700
Subject: [rt-users] RT links to other Web Apps
Message-ID: <AANLkTinSRtrp0Yr6JE8j5mjnERJWuFutR5cY4_1pufM2@mail.gmail.com>

To list,

I have been given the job of finding a way to allow RT users the ability to
link to other Web Apps while in RT. For example, I am creating a ticket and
when I do create/see a window/link for another Web App (REST??) where I can
enter some of the RT info into that App.

Has anyone ever done this? How would I go about having RT do this? A Scrip?
Change a screen tab?

Thanks for your help.

Kenn
LBNL
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From mlarsen at servicerepairsolutions.com  Wed Sep  8 16:40:49 2010
From: mlarsen at servicerepairsolutions.com (Matthew Larsen)
Date: Wed, 8 Sep 2010 13:40:49 -0700
Subject: [rt-users] Adding the name of the user entering a comment in
 the web interface to the template that is used to send an email to CCs
In-Reply-To: <4C87E511.9020000@netsandbox.de>
References: <EF0C586D23D99843932A2CBB139CB46433D3BECE@EXCHNV01.mpifix.com>
	<4C87E511.9020000@netsandbox.de>
Message-ID: <EF0C586D23D99843932A2CBB139CB46433D3BFB7@EXCHNV01.mpifix.com>

> For example this:
> { $Transaction->CreatorObj->RealName }
> 
> Take a look in the wiki, there are more examples:
> http://wiki.bestpractical.com/view/TemplateSnippets
> 
> -Chris

Thank you for this.  That's what I was looking for.

This comes back to me trying to get familiar with the documentation.  Could you point me to where I can find in the documentation a description of these $Transaction->, $Ticket->, etc objects, or is there a way to explore them by other means?

ML
 



> Am 08.09.2010 20:30, schrieb Matthew Larsen:
> > Please forgive my ignorance.  I've been searching through the wiki to
> > try and figure out how to do this, but I'm struggling with the
> > documentation.
> >
> >
> >
> > I'm trying to create a script that is triggered when someone comments
> on
> > a ticket in the web UI that will send to the CCs for that queue the
> > contents of that comment plus a snippet that says something like
> > "comments added by [RT user making the comment]" .
> >
> >
> >
> > I believe I'm close to getting this working by creating a script with
> > Condition = On Comment, Action = Notify Ccs as Comment with a
> template
> > something like:
> >
> >
> >
> > {$Transaction->Content()}
> >
> >
> >
> > Comments on this ticket made by: <b>{NOT SURE WHAT GOES HERE}</b>.
> >
> > <br>
> >
> > <br><b>Queue:</b> {$Ticket->QueueObj->Name}
> >
> > <br><b>Status:</b> {$Ticket->Status}
> >
> > <br><br>
> >
> > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> >
> >
> >
> > What string do I put in the template to get the name of user making
> the
> > comment in the ticket?
> >
> >
> >
> >
> >
> > Sincerely,
> >
> > Matt L.
> >
> >
> >
> >
> >
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!



From cloos at netsandbox.de  Wed Sep  8 16:47:29 2010
From: cloos at netsandbox.de (Christian Loos)
Date: Wed, 08 Sep 2010 22:47:29 +0200
Subject: [rt-users] Adding the name of the user entering a comment in
 the web interface to the template that is used to send an email to CCs
In-Reply-To: <EF0C586D23D99843932A2CBB139CB46433D3BFB7@EXCHNV01.mpifix.com>
References: <EF0C586D23D99843932A2CBB139CB46433D3BECE@EXCHNV01.mpifix.com>	<4C87E511.9020000@netsandbox.de>
	<EF0C586D23D99843932A2CBB139CB46433D3BFB7@EXCHNV01.mpifix.com>
Message-ID: <4C87F661.1010904@netsandbox.de>

You can take a look in the wiki or in this files:
lib/RT/Ticket.pm
lib/RT/Ticket_Overlay.pm
lib/RT/Transaction.pm
lib/RT/Transaction_Overlay.pm

-Chris

Am 08.09.2010 22:40, schrieb Matthew Larsen:
> Thank you for this.  That's what I was looking for.
> 
> This comes back to me trying to get familiar with the documentation.  Could you point me to where I can find in the documentation a description of these $Transaction->, $Ticket->, etc objects, or is there a way to explore them by other means?
> 
> ML



From smithj4 at bnl.gov  Wed Sep  8 17:10:09 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Wed, 08 Sep 2010 17:10:09 -0400
Subject: [rt-users] Adding the name of the user entering a comment in
 the web interface to the template that is used to send an email to CCs
In-Reply-To: <4C87E511.9020000@netsandbox.de>
References: <EF0C586D23D99843932A2CBB139CB46433D3BECE@EXCHNV01.mpifix.com>
	<4C87E511.9020000@netsandbox.de>
Message-ID: <4C87FBB1.3010407@bnl.gov>

On 09/08/2010 03:33 PM, Christian Loos wrote:
> For example this:
> { $Transaction->CreatorObj->RealName }

Although this may work in this and most other cases, I don't think it 
will work in every case.  For example, I wanted to add something like it 
to our Forward template, but when doing the forward action, the 
transaction creator is the original author of the transaction being 
forwarded, not the person who initiated the forward action.  If you want 
to get the person who initiated the forward, then you need to do 
something like this instead:

{$Ticket->CurrentUser->UserObj->RealName || 
$Ticket->CurrentUser->UserObj->Name}

~Jason


> Take a look in the wiki, there are more examples:
> http://wiki.bestpractical.com/view/TemplateSnippets
>
> -Chris
>
> Am 08.09.2010 20:30, schrieb Matthew Larsen:
>> Please forgive my ignorance.  I?ve been searching through the wiki to
>> try and figure out how to do this, but I?m struggling with the
>> documentation.
>>
>>
>>
>> I?m trying to create a script that is triggered when someone comments on
>> a ticket in the web UI that will send to the CCs for that queue the
>> contents of that comment plus a snippet that says something like
>> ?comments added by [RT user making the comment]? .
>>
>>
>>
>> I believe I?m close to getting this working by creating a script with
>> Condition = On Comment, Action = Notify Ccs as Comment with a template
>> something like:
>>
>>
>>
>> {$Transaction->Content()}
>>
>>
>>
>> Comments on this ticket made by:<b>{NOT SURE WHAT GOES HERE}</b>.
>>
>> <br>
>>
>> <br><b>Queue:</b>  {$Ticket->QueueObj->Name}
>>
>> <br><b>Status:</b>  {$Ticket->Status}
>>
>> <br><br>
>>
>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>>
>>
>>
>> What string do I put in the template to get the name of user making the
>> comment in the ticket?
>>
>>
>>
>>
>>
>> Sincerely,
>>
>> Matt L.
>>
>>
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
>


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From kfcrocker at lbl.gov  Wed Sep  8 18:54:56 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 8 Sep 2010 15:54:56 -0700
Subject: [rt-users] RT log has Group Error
Message-ID: <AANLkTik2S7WG4QUB1hjdMECN86dBZL16TGmMQ3vQRaLn@mail.gmail.com>

To List,

I'm getting an error on my log file that I don't understand.

[Wed Sep  8 22:30:44 2010] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)

Does anyone know how this error is specifically generated? Like, was it
trying to send an email to someone that doesn't exist in the User Table?

I'll dig for it, but a little direction here would suffice for me to dig in
the right direction.

Thanks.

Kenn
LBNL
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From justin.hayes at openbet.com  Thu Sep  9 03:08:57 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 9 Sep 2010 08:08:57 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AANLkTik_R7TBG+sitaAdH=BuNLhZkO_AMPOodcBgOreT@mail.gmail.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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<A1C6594B-3F68-4830-810D-A07D5CF33E93@openbet.com>
	<AANLkTik_R7TBG+sitaAdH=BuNLhZkO_AMPOodcBgOreT@mail.gmail.com>
Message-ID: <9E6E0F41-3146-424D-B5CA-2AB712883AAF@openbet.com>

We've tried all of those. We've also tried the RT inbuilt webserver and results were the same in all cases.

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 11:36, Torsten Brumm wrote:

> Are you running mod_perl2, FastCGI or FCGID?
> 
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> Thanks Torsten. Will have a look at some of those suggestions. We'd ruled the DB out as we couldn't find an slow ones in the logs, and also because we tried a totally fresh DB with only 1 ticket in it, and it was still slow. But it might just be lots of tiny queries so we'll have another look at that.
> 
> We've also tried running the web services on a separate server to the DB. This also made no difference.
> 
> Cheers,
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
> 
>> Hi Justin,
>> just found this threat, sounds interessting.
>> 
>> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
>> 
>> Think you should follow Raed's hints first to log the queries generated with RT
>> 
>>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
>> 
>> Some more question regarding your hardware and setup.
>> 
>> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
>> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
>> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
>> 
>> Some more information?
>> 
>> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
>> 
>> Tob
>> 
>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>> 
>>> Tried Centos last night, and no difference at all.
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>> 
>>>> Hi Ruslan,
>>>> 
>>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>>>> 
>>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>>>> 
>>>> No idea if it's going to have any effect though :(
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>>> 
>>>>> Justin.
>>>>> 
>>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>>>> 
>>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>>>> 
>>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>>>> 
>>>>> <TIMING.png>
>>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>>>> 
>>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>>>> 
>>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>>> 
>>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>>>> 
>>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>> 
>>>>> Both are greps. Does this imply that perl itself is just slow?
>>>>> 
>>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>>>> 
>>>>> ATM we're at a bit of a loss....
>>>>> 
>>>>> Justin
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>> 
>>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>>> 
>>>>>> Justin,
>>>>>>  
>>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>> % }
>>>>>> See if that improves things for you.
>>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>>>  
>>>>>> Regards;
>>>>>> Roy
>>>>>>  
>>>>>>  
>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>>> 
>>>>>> Sent: 01 July 2010 11:39
>>>>>> To: Kenneth Crocker
>>>>>> Cc: rt-users at lists.bestpractical.com
>>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>>  
>>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>>>  
>>>>>> Cheers,
>>>>>>  
>>>>>> Justin
>>>>>> 
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> OpenBet Support Manager
>>>>>> justin.hayes at openbet.com
>>>>>>  
>>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>>> 
>>>>>> 
>>>>>> 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
>>>>>> 
>>>>>> 
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>  
>>>>> 
>>>>> 
>>>>> 
>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>> 
>>>>> 
>>>>> 
>>>>> -- 
>>>>> Best regards, Ruslan.
>>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>> 
>>> 
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> 
>> -- 
>> MFG
>> 
>> Torsten Brumm
>> 
>> http://www.brumm.me
>> http://www.elektrofeld.de
> 
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-------------- next part --------------
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From justin.hayes at openbet.com  Thu Sep  9 03:10:32 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 9 Sep 2010 08:10:32 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AANLkTimmarc5AMpCFgkuSiE9W1ryDQVLsVB8HozJYF7E@mail.gmail.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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@openbet.com>
	<AANLkTimmarc5AMpCFgkuSiE9W1ryDQVLsVB8HozJYF7E@mail.gmail.com>
Message-ID: <E1838A67-9EC2-4702-9B95-8037683AF4B6@openbet.com>

Thanks Torsten. We'll have a look at those settings as well.

Appreciate the help!

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 12:45, Torsten Brumm wrote:

> Hi Justin,
> just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users
> 
> 1. root user to open this ticket: around 26 sec -> 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
> 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL)
> 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im)
> 
> After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations
> 
> After adding: 
> 
>         SetOutputFilter DEFLATE
>         SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-vary
>         SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
>         ExpiresActive On
>         ExpiresByType text/css "A604800"
> 
>         ExpiresByType image/x-icon "A31536000"
>         ExpiresByType image/gif "A604800"
>         ExpiresByType image/jpg "A604800"
>         ExpiresByType image/jpeg "A604800"
> 
>         ExpiresByType image/png "A604800"
>         ExpiresByType application/x-javascript A3600
>         Header set Cache-Control "must-revalidate"
> to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb
> 
> you should try.
> 
> Torsten
> 
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate).
> 
> Total query time is 0.871493s
> 
> So it's not the DB.
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
> 
>> Hi Justin,
>> just found this threat, sounds interessting.
>> 
>> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
>> 
>> Think you should follow Raed's hints first to log the queries generated with RT
>> 
>>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
>> 
>> Some more question regarding your hardware and setup.
>> 
>> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
>> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
>> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
>> 
>> Some more information?
>> 
>> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
>> 
>> Tob
>> 
>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>> 
>>> Tried Centos last night, and no difference at all.
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>> 
>>>> Hi Ruslan,
>>>> 
>>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>>>> 
>>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>>>> 
>>>> No idea if it's going to have any effect though :(
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>>> 
>>>>> Justin.
>>>>> 
>>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>>>> 
>>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>>>> 
>>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>>>> 
>>>>> <TIMING.png>
>>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>>>> 
>>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>>>> 
>>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>>> 
>>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>>>> 
>>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>> 
>>>>> Both are greps. Does this imply that perl itself is just slow?
>>>>> 
>>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>>>> 
>>>>> ATM we're at a bit of a loss....
>>>>> 
>>>>> Justin
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>> 
>>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>>> 
>>>>>> Justin,
>>>>>>  
>>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>> % }
>>>>>> See if that improves things for you.
>>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>>>  
>>>>>> Regards;
>>>>>> Roy
>>>>>>  
>>>>>>  
>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>>> 
>>>>>> Sent: 01 July 2010 11:39
>>>>>> To: Kenneth Crocker
>>>>>> Cc: rt-users at lists.bestpractical.com
>>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>>  
>>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>>>  
>>>>>> Cheers,
>>>>>>  
>>>>>> Justin
>>>>>> 
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> OpenBet Support Manager
>>>>>> justin.hayes at openbet.com
>>>>>>  
>>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>>> 
>>>>>> 
>>>>>> 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
>>>>>> 
>>>>>> 
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>  
>>>>> 
>>>>> 
>>>>> 
>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>> 
>>>>> 
>>>>> 
>>>>> -- 
>>>>> Best regards, Ruslan.
>>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>> 
>>> 
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> 
>> -- 
>> 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 justin.hayes at openbet.com  Thu Sep  9 03:13:28 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 9 Sep 2010 08:13:28 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <AANLkTimmarc5AMpCFgkuSiE9W1ryDQVLsVB8HozJYF7E@mail.gmail.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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@openbet.com>
	<AANLkTimmarc5AMpCFgkuSiE9W1ryDQVLsVB8HozJYF7E@mail.gmail.com>
Message-ID: <CB38373A-5DE3-4247-98BB-83CAA2201BBA@openbet.com>

Aren't those options just compressing the page to send out to the browser and caching the output?

We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think.

Can try it though :)

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 12:45, Torsten Brumm wrote:

> Hi Justin,
> just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users
> 
> 1. root user to open this ticket: around 26 sec -> 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
> 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL)
> 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im)
> 
> After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations
> 
> After adding: 
> 
>         SetOutputFilter DEFLATE
>         SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-vary
>         SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
>         ExpiresActive On
>         ExpiresByType text/css "A604800"
> 
>         ExpiresByType image/x-icon "A31536000"
>         ExpiresByType image/gif "A604800"
>         ExpiresByType image/jpg "A604800"
>         ExpiresByType image/jpeg "A604800"
> 
>         ExpiresByType image/png "A604800"
>         ExpiresByType application/x-javascript A3600
>         Header set Cache-Control "must-revalidate"
> to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb
> 
> you should try.
> 
> Torsten
> 
> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate).
> 
> Total query time is 0.871493s
> 
> So it's not the DB.
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
> 
>> Hi Justin,
>> just found this threat, sounds interessting.
>> 
>> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
>> 
>> Think you should follow Raed's hints first to log the queries generated with RT
>> 
>>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
>> 
>> Some more question regarding your hardware and setup.
>> 
>> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
>> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
>> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
>> 
>> Some more information?
>> 
>> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
>> 
>> Tob
>> 
>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>> 
>>> Tried Centos last night, and no difference at all.
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>> 
>>>> Hi Ruslan,
>>>> 
>>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>>>> 
>>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>>>> 
>>>> No idea if it's going to have any effect though :(
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>>> 
>>>>> Justin.
>>>>> 
>>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>>>> 
>>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>>>> 
>>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>>>> 
>>>>> <TIMING.png>
>>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>>>> 
>>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>>>> 
>>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>>> 
>>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>>>> 
>>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>> 
>>>>> Both are greps. Does this imply that perl itself is just slow?
>>>>> 
>>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>>>> 
>>>>> ATM we're at a bit of a loss....
>>>>> 
>>>>> Justin
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>> 
>>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>>> 
>>>>>> Justin,
>>>>>>  
>>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>> % }
>>>>>> See if that improves things for you.
>>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>>>  
>>>>>> Regards;
>>>>>> Roy
>>>>>>  
>>>>>>  
>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>>> 
>>>>>> Sent: 01 July 2010 11:39
>>>>>> To: Kenneth Crocker
>>>>>> Cc: rt-users at lists.bestpractical.com
>>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>>  
>>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>>>  
>>>>>> Cheers,
>>>>>>  
>>>>>> Justin
>>>>>> 
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> OpenBet Support Manager
>>>>>> justin.hayes at openbet.com
>>>>>>  
>>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>>> 
>>>>>> 
>>>>>> 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
>>>>>> 
>>>>>> 
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>  
>>>>> 
>>>>> 
>>>>> 
>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>> 
>>>>> 
>>>>> 
>>>>> -- 
>>>>> Best regards, Ruslan.
>>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>> 
>>> 
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> 
>> -- 
>> 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 justin.hayes at openbet.com  Thu Sep  9 03:15:37 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 9 Sep 2010 08:15:37 +0100
Subject: [rt-users] Slow Ticket History
In-Reply-To: <5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
	<5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
Message-ID: <3120907F-3C7B-4016-B1E1-0992CF2E542E@openbet.com>

We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we might look at rolling them into Live.

Obviously if you're getting 20min loads then something must be much more fundamentally wrong with your setup I'd say. We've never had anything even remotely that long.

Thanks for the patch!

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 7 Sep 2010, at 12:24, Tim Cutts wrote:

> 
> On 6 Sep 2010, at 5:54 pm, rt-users-request at lists.bestpractical.com wrote:
> 
>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>> 
>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>> 
>> <TIMING.png>
>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>> 
>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>> 
>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>> 
>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>> 
>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>> 
> 
> From what I can tell, the real problem here is repeated scanning of both the @attachments and @attachment_content arrays, which makes the execution speed of the ShowHistory element O(N^2) with respect to the number of transactions; painful, to say the least.
> 
> 1)  The %$trans_content hash can be made up front in a single pass, for all the attachments in the ticket, turning this into an O(N) operation, rather than O(N^2)
> 2) The $trans_content variable is only used in one place; it's passed to ShowTransaction, where it is then passed on to ShowTransactionAttachments.
> 3)  In there, there are some errors which cause some autovivification of hash members which needn't happen.
> 4)  You can do much the same up-front calculation with $trans_attachments as well, so you don't have to keep grepping through it
> 
> I've now made those changes, and on a reasonably large ticket (216 transactions) it reduced the ticket rendering time on my system from 2.5 minutes to 34 seconds, which is a pretty good improvement, I think.
> 
> On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes over 20 minutes to render the ticket (I gave up waiting), so in fact it's considerably worse order execution time than I thought.  My patched code takes 2.2 minutes - still not brilliant but hey, this ticket is now renderable, which it was not before.
> 
> Just for some background, the hardware I'm running on:
> 
> RT database:  2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1 on a 2.0 GHz E5504 Nehalem system
> RT web server:  2 CPU virtual machine, 2GB RAM, on the same type of physical hardware as the database server
> 
> As far as I can tell, I have not semantically altered the code, but others may want to test more thoroughly.  I have not yet put this on my production web server - I cloned my web server VM and made my changes to the clone (God, I love VMs for this sort of thing!)
> 
> Regards,
> 
> Tim
> 
> Here are my patches to Ticket/Elements/ShowHistory:
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowHistory	2010-05-14 13:58:15.000000000 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowHistory	2010-09-07 11:59:30.000000000 +0100
> @@ -84,6 +84,10 @@
> <%perl>
> my @attachments = @{$Attachments->ItemsArrayRef()};
> my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
> +my $trans_content = {};
> +map { $trans_content->{$_->TransactionId}->{$_->Id} = $_  } @attachment_content;
> +my $trans_attachments = {};
> +map { push (@{$trans_attachments->{$_->TransactionId}}, $_) } @attachments;
> 
> while ( my $Transaction = $Transactions->Next ) {
>     my $skip = 0;
> @@ -97,12 +101,6 @@
> 
>     $i++;
> 
> -    my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> -
> -    my $trans_content = {};
> -    grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
> -
> -   
>     my $IsLastTransaction = 0;
>     if ( $OldestFirst ) {
>         $IsLastTransaction = $Transactions->IsLast;
> @@ -118,7 +116,7 @@
>               Transaction          => $Transaction,
>               ShowHeaders          => $ShowHeaders,
>               RowNum               => $i,
> -              Attachments          => \@trans_attachments,
> +              Attachments          => $trans_attachments->{$Transaction->id},
>               AttachmentContent    => $trans_content,
>               LastTransaction      => $IsLastTransaction
>  );
> 
> and here's the patch to ShowTransactionAttachments (both files need to be patched):
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments	2010-05-14 13:58:15.000000000 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowTransactionAttachments	2010-09-07 11:04:53.000000000 +0100
> @@ -189,8 +189,10 @@
>         {
> 
>             my $content;
> -            if ( $AttachmentContent->{ $message->id } ) {
> -                $content = $AttachmentContent->{ $message->id }->Content;
> +	    my ($transaction_id, $message_id) = ($Transaction->id, $message->id);
> +            if ( exists($AttachmentContent->{ $transaction_id }) &&
> +		 exists($AttachmentContent->{ $transaction_id }->{$message_id}) ) {
> +                $content = $AttachmentContent->{ $transaction_id }->{ $message_id }->Content;
>             }
>             else {
>                 $content = $message->Content;
> 
> 
> 
> 
> -- 
> The Wellcome Trust Sanger Institute is operated by Genome Research 
> Limited, a charity registered in England with number 1021457 and a 
> company registered in England with number 2742969, whose registered 
> office is 215 Euston Road, London, NW1 2BE. 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



From aperotti at cutaway.it  Thu Sep  9 04:27:24 2010
From: aperotti at cutaway.it (Andrea Perotti)
Date: Thu, 09 Sep 2010 10:27:24 +0200
Subject: [rt-users] Assign child ticket to a separate queue?
In-Reply-To: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
References: <8377AD9592131C48B181C230BB7EEAFA082F472F74@IMCMBX1.MITRE.ORG>
Message-ID: <4C889A6C.4030809@cutaway.it>

Il 08/09/2010 14:55, Ciancetta, Barbara J. ha scritto:
> Seems a good approach to this would be team A (in their queue) creating
> a child ticket but assigning it to team B?s queue.
I've solved the same problem in a cleaner way: extension!

http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/

this will add in the UI the possibility to choose the queue when
creating connected tickets.

hth

-- 
Andrea Perotti


From justin.hayes at openbet.com  Thu Sep  9 06:11:28 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 9 Sep 2010 11:11:28 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <CB38373A-5DE3-4247-98BB-83CAA2201BBA@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>
	<AANLkTint7K0uitKmPOeBJnQDNOj757mK9SMzBQyCwgsk@mail.gmail.com>
	<5BB469A5-1D4F-43CE-9CA3-28C51D88F659@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@openbet.com>
	<AANLkTimmarc5AMpCFgkuSiE9W1ryDQVLsVB8HozJYF7E@mail.gmail.com>
	<CB38373A-5DE3-4247-98BB-83CAA2201BBA@openbet.com>
Message-ID: <EE839A3F-6009-4058-A918-60B80B7A1C6A@openbet.com>

We've just tried a brand new webserver.

Intel(R) Xeon(R) CPU           E5640  @ 2.67GHz Quad (with hyperthreading)
12GB RAM

Load time has dropped from 20-30s down to 11s. So throwing some newer hardware at it definitely improves things. Hopefully this will tide us over until RT3.10 which has the history rewrite in it.

Going to try the patches from that other slow ticket history thread as well to see if that brings it down further.

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 9 Sep 2010, at 08:13, Justin Hayes wrote:

> Aren't those options just compressing the page to send out to the browser and caching the output?
> 
> We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think.
> 
> Can try it though :)
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 7 Sep 2010, at 12:45, Torsten Brumm wrote:
> 
>> Hi Justin,
>> just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users
>> 
>> 1. root user to open this ticket: around 26 sec -> 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
>> 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL)
>> 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im)
>> 
>> After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations
>> 
>> After adding: 
>> 
>>         SetOutputFilter DEFLATE
>>         SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-vary
>>         SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
>>         ExpiresActive On
>>         ExpiresByType text/css "A604800"
>> 
>>         ExpiresByType image/x-icon "A31536000"
>>         ExpiresByType image/gif "A604800"
>>         ExpiresByType image/jpg "A604800"
>>         ExpiresByType image/jpeg "A604800"
>> 
>>         ExpiresByType image/png "A604800"
>>         ExpiresByType application/x-javascript A3600
>>         Header set Cache-Control "must-revalidate"
>> to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb
>> 
>> you should try.
>> 
>> Torsten
>> 
>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>> Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate).
>> 
>> Total query time is 0.871493s
>> 
>> So it's not the DB.
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
>> 
>>> Hi Justin,
>>> just found this threat, sounds interessting.
>>> 
>>> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
>>> 
>>> Think you should follow Raed's hints first to log the queries generated with RT
>>> 
>>>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
>>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>>> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
>>> 
>>> Some more question regarding your hardware and setup.
>>> 
>>> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
>>> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
>>> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
>>> 
>>> Some more information?
>>> 
>>> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
>>> 
>>> Tob
>>> 
>>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>>> 
>>>> Tried Centos last night, and no difference at all.
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>>> 
>>>>> Hi Ruslan,
>>>>> 
>>>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>>>>> 
>>>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>>>>> 
>>>>> No idea if it's going to have any effect though :(
>>>>> 
>>>>> Justin
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>> 
>>>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>>>> 
>>>>>> Justin.
>>>>>> 
>>>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>>>>> 
>>>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>>>>> 
>>>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>>>>> 
>>>>>> <TIMING.png>
>>>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>>>>> 
>>>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>>>>> 
>>>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>>>> 
>>>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>>>>> 
>>>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>>> 
>>>>>> Both are greps. Does this imply that perl itself is just slow?
>>>>>> 
>>>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>>>>> 
>>>>>> ATM we're at a bit of a loss....
>>>>>> 
>>>>>> Justin
>>>>>> 
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> OpenBet Support Manager
>>>>>> justin.hayes at openbet.com
>>>>>> 
>>>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>>>> 
>>>>>>> Justin,
>>>>>>>  
>>>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>>> % }
>>>>>>> See if that improves things for you.
>>>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>>>>  
>>>>>>> Regards;
>>>>>>> Roy
>>>>>>>  
>>>>>>>  
>>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>>>> 
>>>>>>> Sent: 01 July 2010 11:39
>>>>>>> To: Kenneth Crocker
>>>>>>> Cc: rt-users at lists.bestpractical.com
>>>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>>>  
>>>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>>>>  
>>>>>>> Cheers,
>>>>>>>  
>>>>>>> Justin
>>>>>>> 
>>>>>>> -------------------------------------------------
>>>>>>> Justin Hayes
>>>>>>> OpenBet Support Manager
>>>>>>> justin.hayes at openbet.com
>>>>>>>  
>>>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>>>> 
>>>>>>> 
>>>>>>> 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
>>>>>>> 
>>>>>>> 
>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>  
>>>>>> 
>>>>>> 
>>>>>> 
>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>> 
>>>>>> 
>>>>>> 
>>>>>> -- 
>>>>>> Best regards, Ruslan.
>>>>> 
>>>>> 
>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>> Last one this year -- Learn how to get the most out of RT!
>>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>> 
>>> 
>>> 
>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>> 
>>> 
>>> 
>>> -- 
>>> MFG
>>> 
>>> Torsten Brumm
>>> 
>>> http://www.brumm.me
>>> http://www.elektrofeld.de
>> 
>> 
>> 
>> 
>> -- 
>> MFG
>> 
>> Torsten Brumm
>> 
>> http://www.brumm.me
>> http://www.elektrofeld.de
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From Steven.Platt at hpa.org.uk  Thu Sep  9 06:21:49 2010
From: Steven.Platt at hpa.org.uk (Steven Platt)
Date: Thu, 9 Sep 2010 11:21:49 +0100
Subject: [rt-users] Set Owner by Requestor Organization?
In-Reply-To: <4C87A7D7.7050401@kickflop.net>
References: <79236A26CC00114CBD0F3571FD5B883E51B7E2@colhpaexc010.HPA.org.uk>
	<4C87A7D7.7050401@kickflop.net>
Message-ID: <79236A26CC00114CBD0F3571FD5B883E51B7E5@colhpaexc010.HPA.org.uk>

Yes, enabling file logging and some extra logger calls did help sort it
out. Thanks Jeff.

It turns out that I forgot the 'my' declaration on $newowner in the
cleanup code. Also, both... 

$self->TransactionObj->CreatorObj->__Value('Organization');
and
$self->TransactionObj->CreatorObj->Organization;

...return the same value. Useful.

Can anyone point me towards any documentation for scrips (other than the
[very useful] wiki)?

Thanks

Steve

-----Original Message-----
From: Jeff Blaine [mailto:jblaine at kickflop.net] 
Sent: 08 September 2010 16:12
To: Steven Platt
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Set Owner by Requestor Organization?



On 9/8/2010 9:24 AM, Steven Platt wrote:
> Hi,
>
> I'm trying to achieve this using a chopped version of
> http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject and some
> wisdom clipped from elsewhere in the wiki (some of the scrips pages, I
> forget exactly which), and here is what I have:
>
> Condition: On Create
> Action: User defined
> Template: Global template:blank
> Stage: TransactionCreate
>
> Custom prep code
> ----------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');
##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org !~ /(VRD|GEZI)/i ) { return 0; }
> else { return 1; }
>
>
> Custom cleanup code
> -------------------
>
> $t_org = $self->TransactionObj->CreatorObj->__Value('Organization');
##
> also tried $t_org = $self->TransactionObj->CreatorObj->Organization;
> if ( $t_org =~ /VRD/i ) { $newowner = "owner.a"; }
> if ( $t_org =~ /GEZI/i ) { $newowner = "owner.b"; }
> my $T_Obj = $self->TicketObj;
>
> $RT::Logger->info("Auto assign ticket #". $T_Obj->id ." to user #".
> $newowner );
> my ($status, $msg) = $self->TicketObj->SetOwner( $newowner );
> unless( $status ) {
>      $RT::Logger->error( "Impossible to assign the ticket to
$newowner:
> $msg" );
>      return undef;
> }
> return 1;
>
>
> ...but it appears to have no effect on the ticket whatsoever. Can
anyone
> point me in the right direction?

Are you seeing any logged messages from your cleanup code?

I'd just start by adding a lot more $RT::Logger calls for
debugging info.

Log what $t_org gets set to in the prep code, etc.
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From ktm at rice.edu  Thu Sep  9 08:50:20 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 9 Sep 2010 07:50:20 -0500
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <CB38373A-5DE3-4247-98BB-83CAA2201BBA@openbet.com>
References: <ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com>
	<E7493593-72E9-4636-8B15-68B650191338@openbet.com>
	<1617805C-B2C6-4272-B52D-5581C081269F@openbet.com>
	<AANLkTik97sexN5HK9GRn9vJE9AyxoN0A39wpSSP3rZj0@mail.gmail.com>
	<AB155EB9-1C02-48B0-801D-E12B6B5C5B3C@openbet.com>
	<AANLkTimmarc5AMpCFgkuSiE9W1ryDQVLsVB8HozJYF7E@mail.gmail.com>
	<CB38373A-5DE3-4247-98BB-83CAA2201BBA@openbet.com>
Message-ID: <20100909125020.GF20916@aart.is.rice.edu>

One big win with enabling compression was that pages loaded in bigger
pieces and you have less problems with users trying to type in an
page that is unfinished with unpredictable results. With the DEFLATE
on, the page all decompresses on the fast client instead of dribbling
out from the server.

Cheers,
Ken

On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote:
> Aren't those options just compressing the page to send out to the browser and caching the output?
> 
> We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think.
> 
> Can try it though :)
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
> 
> On 7 Sep 2010, at 12:45, Torsten Brumm wrote:
> 
> > Hi Justin,
> > just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users
> > 
> > 1. root user to open this ticket: around 26 sec -> 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
> > 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL)
> > 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im)
> > 
> > After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations
> > 
> > After adding: 
> > 
> >         SetOutputFilter DEFLATE
> >         SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-vary
> >         SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
> >         ExpiresActive On
> >         ExpiresByType text/css "A604800"
> > 
> >         ExpiresByType image/x-icon "A31536000"
> >         ExpiresByType image/gif "A604800"
> >         ExpiresByType image/jpg "A604800"
> >         ExpiresByType image/jpeg "A604800"
> > 
> >         ExpiresByType image/png "A604800"
> >         ExpiresByType application/x-javascript A3600
> >         Header set Cache-Control "must-revalidate"
> > to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb
> > 
> > you should try.
> > 
> > Torsten
> > 
> > 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> > Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate).
> > 
> > Total query time is 0.871493s
> > 
> > So it's not the DB.
> > 
> > Justin
> > 
> > -------------------------------------------------
> > Justin Hayes
> > OpenBet Support Manager
> > justin.hayes at openbet.com
> > 
> > On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
> > 
> >> Hi Justin,
> >> just found this threat, sounds interessting.
> >> 
> >> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
> >> 
> >> Think you should follow Raed's hints first to log the queries generated with RT
> >> 
> >>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
> >>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
> >> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
> >> 
> >> Some more question regarding your hardware and setup.
> >> 
> >> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
> >> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
> >> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
> >> 
> >> Some more information?
> >> 
> >> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
> >> 
> >> Tob
> >> 
> >> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> >> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
> >> 
> >> Justin
> >> 
> >> -------------------------------------------------
> >> Justin Hayes
> >> OpenBet Support Manager
> >> justin.hayes at openbet.com
> >> 
> >> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
> >> 
> >>> Tried Centos last night, and no difference at all.
> >>> 
> >>> -------------------------------------------------
> >>> Justin Hayes
> >>> OpenBet Support Manager
> >>> justin.hayes at openbet.com
> >>> 
> >>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
> >>> 
> >>>> Hi Ruslan,
> >>>> 
> >>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
> >>>> 
> >>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
> >>>> 
> >>>> No idea if it's going to have any effect though :(
> >>>> 
> >>>> Justin
> >>>> 
> >>>> -------------------------------------------------
> >>>> Justin Hayes
> >>>> OpenBet Support Manager
> >>>> justin.hayes at openbet.com
> >>>> 
> >>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
> >>>> 
> >>>>> Justin.
> >>>>> 
> >>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
> >>>>> 
> >>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
> >>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
> >>>>> 
> >>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
> >>>>> 
> >>>>> <TIMING.png>
> >>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
> >>>>> 
> >>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
> >>>>> 
> >>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
> >>>>> 
> >>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> >>>>> 
> >>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
> >>>>> 
> >>>>> Both are greps. Does this imply that perl itself is just slow?
> >>>>> 
> >>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
> >>>>> 
> >>>>> ATM we're at a bit of a loss....
> >>>>> 
> >>>>> Justin
> >>>>> 
> >>>>> -------------------------------------------------
> >>>>> Justin Hayes
> >>>>> OpenBet Support Manager
> >>>>> justin.hayes at openbet.com
> >>>>> 
> >>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
> >>>>> 
> >>>>>> Justin,
> >>>>>>  
> >>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
> >>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
> >>>>>>       <& /Elements/ShowCustomFields, Object => $Transaction &>
> >>>>>> % }
> >>>>>> See if that improves things for you.
> >>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
> >>>>>>  
> >>>>>> Regards;
> >>>>>> Roy
> >>>>>>  
> >>>>>>  
> >>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
> >>>>>> 
> >>>>>> Sent: 01 July 2010 11:39
> >>>>>> To: Kenneth Crocker
> >>>>>> Cc: rt-users at lists.bestpractical.com
> >>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
> >>>>>>  
> >>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
> >>>>>>  
> >>>>>> Cheers,
> >>>>>>  
> >>>>>> Justin
> >>>>>> 
> >>>>>> -------------------------------------------------
> >>>>>> Justin Hayes
> >>>>>> OpenBet Support Manager
> >>>>>> justin.hayes at openbet.com
> >>>>>>  
> >>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
> >>>>>> 
> >>>>>> 
> >>>>>> 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
> >>>>>> 
> >>>>>> 
> >>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>>>>> Buy a copy at http://rtbook.bestpractical.com
> >>>>>>  
> >>>>> 
> >>>>> 
> >>>>> 
> >>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >>>>> Last one this year -- Learn how to get the most out of RT!
> >>>>> 
> >>>>> 
> >>>>> 
> >>>>> -- 
> >>>>> Best regards, Ruslan.
> >>>> 
> >>>> 
> >>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >>>> Last one this year -- Learn how to get the most out of RT!
> >>> 
> >>> 
> >>> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >>> Last one this year -- Learn how to get the most out of RT!
> >> 
> >> 
> >> 
> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >> Last one this year -- Learn how to get the most out of RT!
> >> 
> >> 
> >> 
> >> -- 
> >> MFG
> >> 
> >> Torsten Brumm
> >> 
> >> http://www.brumm.me
> >> http://www.elektrofeld.de
> > 
> > 
> > 
> > 
> > -- 
> > MFG
> > 
> > Torsten Brumm
> > 
> > http://www.brumm.me
> > http://www.elektrofeld.de
> 

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


From johnmcd at ix.netcom.com  Thu Sep  9 09:28:57 2010
From: johnmcd at ix.netcom.com (John McDonald)
Date: Thu, 9 Sep 2010 09:28:57 -0400
Subject: [rt-users] Basic question
Message-ID: <01ad01cb5022$f51f2400$df5d6c00$@netcom.com>

Hi all,

 

I'm just getting started with learning RT, and I'd like to test some basic
changes that require me to modify params in RT_SiteConfig.pm. My question is
what command do I need to run after modifying RT_SiteConfig.pm to activate
those changes? Do I just run 'perl RT_SiteConfig.pm' to build it?

 

I spent several hours looking through the various docs an wikis and I
couldn't find anything that talks about RT_SiteConfig.pm other than the
params you can change.

 

Thanx.

 

John

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From ian at cillion.co.za  Thu Sep  9 09:32:15 2010
From: ian at cillion.co.za (Ian Rowland)
Date: Thu, 09 Sep 2010 15:32:15 +0200
Subject: [rt-users] Basic question
In-Reply-To: <01ad01cb5022$f51f2400$df5d6c00$@netcom.com>
Message-ID: <C8AEAE7F.12DCF%rowland@aptus.ws>

Just restart Apache: service httpd restart


On 2010/09/09 3:28 PM, "John McDonald" <johnmcd at ix.netcom.com> wrote:

> Hi all,
>  
> I?m just getting started with learning RT, and I?d like to test some basic
> changes that require me to modify params in RT_SiteConfig.pm. My question is
> what command do I need to run after modifying RT_SiteConfig.pm to activate
> those changes? Do I just run ?perl RT_SiteConfig.pm? to build it?
>  
> I spent several hours looking through the various docs an wikis and I couldn?t
> find anything that talks about RT_SiteConfig.pm other than the params you can
> change.
>  
> Thanx.
>  
> John
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



Ian Rowland

Aptus IT
Business Address  Aptus House, 53 Autumn Rd, Rivonia, Sandton, 2128
Telephone  +27 11 797 8000
Fax  +27 11 797 8004
Mobile  +27 82 738 8989
Skype: +27 11 083 7426
E-mail  rowland at aptus.ws
Web  www.aptus.ws <http://www.aptus.ws/>
 
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From justin.hayes at openbet.com  Thu Sep  9 10:18:32 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Thu, 9 Sep 2010 15:18:32 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <20100909125020.GF20916@aart.is.rice.edu>
References: <ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com> <E74935
	<20100909125020.GF20916@aart.is.rice.edu>
Message-ID: <23F8A8D7-ACA2-4A37-996D-D5738358489F@openbet.com>

I actually liked the incremental page load, as I could read the start of the ticket while the rest was loading, thus saving me a bit of time ;)

However this seems to have stopped since installing 3.8.8.....

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 9 Sep 2010, at 13:50, Kenneth Marshall wrote:

> One big win with enabling compression was that pages loaded in bigger
> pieces and you have less problems with users trying to type in an
> page that is unfinished with unpredictable results. With the DEFLATE
> on, the page all decompresses on the fast client instead of dribbling
> out from the server.
> 
> Cheers,
> Ken
> 
> On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote:
>> Aren't those options just compressing the page to send out to the browser and caching the output?
>> 
>> We're on an internal gigabit network so seems unlikely that would help. All our time goes on the server actually building the page to send out I think.
>> 
>> Can try it though :)
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 7 Sep 2010, at 12:45, Torsten Brumm wrote:
>> 
>>> Hi Justin,
>>> just created inside a RT Test VM (slow one with 500mb ram) a single ticket with around 60 replies and some comments. Tested the speed with different users
>>> 
>>> 1. root user to open this ticket: around 26 sec -> 870 single sql queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
>>> 2. user with full access (take, own, modify etc): around same time and queries like root (Queries: http://pastebin.com/U0HnPcJL)
>>> 3. user with less rights (no take, no own, only showticket, seequeue): time around 15 sec and 600 sql queries in around 2 sec! (Queries: http://pastebin.com/fXDHu6im)
>>> 
>>> After this the apache starts to render the page from the results and push them to the browser. The page is for my few comments/replies already 206KB without any apache optimizations
>>> 
>>> After adding: 
>>> 
>>>        SetOutputFilter DEFLATE
>>>        SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-vary
>>>        SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
>>>        ExpiresActive On
>>>        ExpiresByType text/css "A604800"
>>> 
>>>        ExpiresByType image/x-icon "A31536000"
>>>        ExpiresByType image/gif "A604800"
>>>        ExpiresByType image/jpg "A604800"
>>>        ExpiresByType image/jpeg "A604800"
>>> 
>>>        ExpiresByType image/png "A604800"
>>>        ExpiresByType application/x-javascript A3600
>>>        Header set Cache-Control "must-revalidate"
>>> to the rt vhost, the page load time goes down from 26 sec to 8 sec and from 206 kb to 10kb
>>> 
>>> you should try.
>>> 
>>> Torsten
>>> 
>>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>>> Well we've captured the time for all the queries run for our long ticket (which takes ~20secs to generate).
>>> 
>>> Total query time is 0.871493s
>>> 
>>> So it's not the DB.
>>> 
>>> Justin
>>> 
>>> -------------------------------------------------
>>> Justin Hayes
>>> OpenBet Support Manager
>>> justin.hayes at openbet.com
>>> 
>>> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
>>> 
>>>> Hi Justin,
>>>> just found this threat, sounds interessting.
>>>> 
>>>> What i read so far: You have 1 quad core system with 8GB RAM, running both WEB and DB, correct?
>>>> 
>>>> Think you should follow Raed's hints first to log the queries generated with RT
>>>> 
>>>>> In terms of debug; if you have not done this yet enable DBIx-SearchBuilder StatementLog
>>>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>>>> I'm sure you will find some funny queries. Normally the Query Log of default MySQL can only log queries taking longer than a second, but in your case i think, you will have several much faster queries but in summary they take longer - but you can't find in mysql-slow log.
>>>> 
>>>> Some more question regarding your hardware and setup.
>>>> 
>>>> 1. One Server / quad core (hyper threating) -> how many threats for Mysql/Postgresql? / 8 GB Ram 
>>>> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any I/O Problems?)
>>>> 3. RT Rights Setup, does the user performance is faster or slower than the performance with root user?
>>>> 
>>>> Some more information?
>>>> 
>>>> We're running also a larger RT Instance with dedicated hardware for DB and Webservers with no huge perferomance bottlenacks.
>>>> 
>>>> Tob
>>>> 
>>>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>>>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite a bit faster than ours. We're going to try it on a faster server and that should drop our times. Guess we just wanted to explore all avenues before throwing hardware at the problem.
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>>>> 
>>>>> Tried Centos last night, and no difference at all.
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>> 
>>>>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>>>> 
>>>>>> Hi Ruslan,
>>>>>> 
>>>>>> Sorry looks like I shrunk the image too much. The thing I find odd is that there are others with similar hardware who don't get the problem. It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom of it first. I'm pretty much positive it's not a DB issue, as I've tried different sizes of DB, tried postgres AND mysql etc. I don't think it's apache as I've tried the built in webserver with RT and no change there either.
>>>>>> 
>>>>>> Currently trying to install RT on Centos given that Roy (who has kindly been helping me with details of his own setup) appears to have none of the same problems on that OS. Perhaps perl is just slow on the 64bit ubuntu we've currently got live.
>>>>>> 
>>>>>> No idea if it's going to have any effect though :(
>>>>>> 
>>>>>> Justin
>>>>>> 
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> OpenBet Support Manager
>>>>>> justin.hayes at openbet.com
>>>>>> 
>>>>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>>>>> 
>>>>>>> Justin.
>>>>>>> 
>>>>>>> First of all, I can not read from the chart, but anyway history rendering has been worked on in a new code branch. Probably this code will be part of RT 3.10. Code at the moment is unstable, but eventually it wil be faster then the current version. 
>>>>>>> 
>>>>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes <justin.hayes at openbet.com> wrote:
>>>>>>> So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
>>>>>>> 
>>>>>>> We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
>>>>>>> 
>>>>>>> <TIMING.png>
>>>>>>> We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
>>>>>>> 
>>>>>>> For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
>>>>>>> 
>>>>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>>>>> 
>>>>>>> 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
>>>>>>> 
>>>>>>> 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>>>> 
>>>>>>> Both are greps. Does this imply that perl itself is just slow?
>>>>>>> 
>>>>>>> IF so why would our perl be slow compared to other people's? We've tried compiling it from source and that made no difference.
>>>>>>> 
>>>>>>> ATM we're at a bit of a loss....
>>>>>>> 
>>>>>>> Justin
>>>>>>> 
>>>>>>> -------------------------------------------------
>>>>>>> Justin Hayes
>>>>>>> OpenBet Support Manager
>>>>>>> justin.hayes at openbet.com
>>>>>>> 
>>>>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>>>>> 
>>>>>>>> Justin,
>>>>>>>> 
>>>>>>>> Do you use Transaction custom fields, if you do n?t ; try and comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>>>>      <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>>>> % }
>>>>>>>> See if that improves things for you.
>>>>>>>> Some of our monitoring tickets can have up to 500 updates, such tickets use to take up to 20s to load, once I commented out the above lines, load time is now down to less than 5 seconds.
>>>>>>>> 
>>>>>>>> Regards;
>>>>>>>> Roy
>>>>>>>> 
>>>>>>>> 
>>>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>>>>> 
>>>>>>>> Sent: 01 July 2010 11:39
>>>>>>>> To: Kenneth Crocker
>>>>>>>> Cc: rt-users at lists.bestpractical.com
>>>>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>>>> 
>>>>>>>> We do Kenneth, but most tickets don't have many file attachments, so I assume that's not an issue?
>>>>>>>> 
>>>>>>>> Cheers,
>>>>>>>> 
>>>>>>>> Justin
>>>>>>>> 
>>>>>>>> -------------------------------------------------
>>>>>>>> Justin Hayes
>>>>>>>> OpenBet Support Manager
>>>>>>>> justin.hayes at openbet.com
>>>>>>>> 
>>>>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>>>>> 
>>>>>>>> 
>>>>>>>> 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
>>>>>>>> 
>>>>>>>> 
>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>> 
>>>>>>> 
>>>>>>> 
>>>>>>> 
>>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>>> 
>>>>>>> 
>>>>>>> 
>>>>>>> -- 
>>>>>>> Best regards, Ruslan.
>>>>>> 
>>>>>> 
>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>> 
>>>>> 
>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>> Last one this year -- Learn how to get the most out of RT!
>>>> 
>>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>>> 
>>>> 
>>>> 
>>>> -- 
>>>> MFG
>>>> 
>>>> Torsten Brumm
>>>> 
>>>> http://www.brumm.me
>>>> http://www.elektrofeld.de
>>> 
>>> 
>>> 
>>> 
>>> -- 
>>> MFG
>>> 
>>> Torsten Brumm
>>> 
>>> http://www.brumm.me
>>> http://www.elektrofeld.de
>> 
> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!



From johnmcd at ix.netcom.com  Thu Sep  9 10:19:43 2010
From: johnmcd at ix.netcom.com (John McDonald)
Date: Thu, 9 Sep 2010 10:19:43 -0400
Subject: [rt-users] Basic question
In-Reply-To: <01ad01cb5022$f51f2400$df5d6c00$@netcom.com>
References: <01ad01cb5022$f51f2400$df5d6c00$@netcom.com>
Message-ID: <01c101cb502a$0c93ea60$25bbbf20$@netcom.com>

Sigh - 5 minutes after I sent this I found the answer (funny - that's never
happened before 8-)) - I need to restart Apache to implement the changes.

 

John

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John McDonald
Sent: Thursday, September 09, 2010 9:29 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Basic question

 

Hi all,

 

I'm just getting started with learning RT, and I'd like to test some basic
changes that require me to modify params in RT_SiteConfig.pm. My question is
what command do I need to run after modifying RT_SiteConfig.pm to activate
those changes? Do I just run 'perl RT_SiteConfig.pm' to build it?

 

I spent several hours looking through the various docs an wikis and I
couldn't find anything that talks about RT_SiteConfig.pm other than the
params you can change.

 

Thanx.

 

John

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From John.Alberts at exlibrisgroup.com  Thu Sep  9 10:59:51 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Thu, 09 Sep 2010 09:59:51 -0500
Subject: [rt-users] AD ExternalAuth create user
Message-ID: <4C88F667.4060406@exlibrisgroup.com>

  Hi.  I got ExternalAuth working with Win2k3 AD.  My next step is to 
import tickets from our old system into the new system.  I already wrote 
a script that does this via the command line rt interface.  The one 
problem I'm having is that I need some users to already have a uid in RT 
(ie. they've already logged in once and RT auth'd them with AD and 
created a user account) so I can assign the imported ticket to them.

Finally, my question: :)
Is there any way for me to import a few users into RT?  I looked for a 
script that would import users from AD into RT, but couldn't find anything.

Thanks

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197


From mikemacd at rt.maven.ca  Thu Sep  9 10:57:30 2010
From: mikemacd at rt.maven.ca (mikemacd at rt.maven.ca)
Date: Thu, 09 Sep 2010 10:57:30 -0400
Subject: [rt-users] Basic question
In-Reply-To: <01c101cb502a$0c93ea60$25bbbf20$@netcom.com>
References: <01ad01cb5022$f51f2400$df5d6c00$@netcom.com>
	<01c101cb502a$0c93ea60$25bbbf20$@netcom.com>
Message-ID: <4C88F5DA.7060704@rt.maven.ca>

  On 09/09/2010 10:19 AM, John McDonald wrote:
>
> Sigh -- 5 minutes after I sent this I found the answer (funny -- 
> that's never happened before 8-)) -- I need to restart Apache to 
> implement the changes.
>
> John
>
>
Depending on the changes you're making you may also need to clear the 
mason cache.
http://wiki.bestpractical.com/view/CleanMasonCache

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From chris at summersault.com  Thu Sep  9 11:07:16 2010
From: chris at summersault.com (Chris Hardie)
Date: Thu, 09 Sep 2010 11:07:16 -0400
Subject: [rt-users] Displaying actual OtherRecipients of a transaction in
 email sent to all recipients
Message-ID: <4C88F824.5010603@summersault.com>


Hi.  I'm trying to find a way to display the "Other Recipients" of a
transaction in the headers of the email message generated to everyone
involved - Requestors, CCs, and Other Recipients.

So, if I reply to a ticket and type in an address in the "CC" field of
the reply form, but don't actually add that recipient as a CC to the
ticket, I still want everyone getting the reply to see everyone else who
received it.

Another way to say this is that I'm looking for a third behavior for the
$UseFriendlyToLine config option - instead of "blank" or "Friendly Text"
I want to actually display the addresses being e-mailed in the To/CC
header fields (but just for one queue).

Any suggestions?

Thanks,
Chris



From jledford at biltmore.com  Thu Sep  9 11:18:57 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Thu, 9 Sep 2010 11:18:57 -0400
Subject: [rt-users] AD ExternalAuth create user
In-Reply-To: <4C88F667.4060406@exlibrisgroup.com>
References: <4C88F667.4060406@exlibrisgroup.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA5DF2A2@MAILBOX.tbcnet.biltmore.com>

I think this is what you are looking for http://search.cpan.org/dist/RT-Extension-LDAPImport/

Run that with cron to do a regular import.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Alberts
Sent: Thursday, September 09, 2010 11:00 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] AD ExternalAuth create user

  Hi.  I got ExternalAuth working with Win2k3 AD.  My next step is to 
import tickets from our old system into the new system.  I already wrote 
a script that does this via the command line rt interface.  The one 
problem I'm having is that I need some users to already have a uid in RT 
(ie. they've already logged in once and RT auth'd them with AD and 
created a user account) so I can assign the imported ticket to them.

Finally, my question: :)
Is there any way for me to import a few users into RT?  I looked for a 
script that would import users from AD into RT, but couldn't find anything.

Thanks

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From Raed.El-Hames at vialtus.com  Thu Sep  9 11:19:48 2010
From: Raed.El-Hames at vialtus.com (Raed El-Hames)
Date: Thu, 9 Sep 2010 16:19:48 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <23F8A8D7-ACA2-4A37-996D-D5738358489F@openbet.com>
References: <ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com> <E74935
	<20100909125020.GF20916@aart.is.rice.edu>
	<23F8A8D7-ACA2-4A37-996D-D5738358489F@openbet.com>
Message-ID: <ADA7B4B349CE874CB1DC46B3590D524A0489330574@hex-ex01.internal.gxn.net>

Justin;

You must have implemented the DEFLATE
The deflate stops the incremental load not RT .. defalte works by compressing the page and sending the compressed page which the browser then decompress.

Roy

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
> Sent: 09 September 2010 15:19
> To: Kenneth Marshall
> Cc: rt-users at lists.bestpractical.com Users
> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>
> I actually liked the incremental page load, as I could read the start of
> the ticket while the rest was loading, thus saving me a bit of time ;)
>
> However this seems to have stopped since installing 3.8.8.....
>
> Justin
>
> -------------------------------------------------
> Justin Hayes
> OpenBet Support Manager
> justin.hayes at openbet.com
>
> On 9 Sep 2010, at 13:50, Kenneth Marshall wrote:
>
> > One big win with enabling compression was that pages loaded in bigger
> > pieces and you have less problems with users trying to type in an
> > page that is unfinished with unpredictable results. With the DEFLATE
> > on, the page all decompresses on the fast client instead of dribbling
> > out from the server.
> >
> > Cheers,
> > Ken
> >
> > On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote:
> >> Aren't those options just compressing the page to send out to the
> browser and caching the output?
> >>
> >> We're on an internal gigabit network so seems unlikely that would help.
> All our time goes on the server actually building the page to send out I
> think.
> >>
> >> Can try it though :)
> >>
> >> Justin
> >>
> >> -------------------------------------------------
> >> Justin Hayes
> >> OpenBet Support Manager
> >> justin.hayes at openbet.com
> >>
> >> On 7 Sep 2010, at 12:45, Torsten Brumm wrote:
> >>
> >>> Hi Justin,
> >>> just created inside a RT Test VM (slow one with 500mb ram) a single
> ticket with around 60 replies and some comments. Tested the speed with
> different users
> >>>
> >>> 1. root user to open this ticket: around 26 sec -> 870 single sql
> queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
> >>> 2. user with full access (take, own, modify etc): around same time and
> queries like root (Queries: http://pastebin.com/U0HnPcJL)
> >>> 3. user with less rights (no take, no own, only showticket, seequeue):
> time around 15 sec and 600 sql queries in around 2 sec! (Queries:
> http://pastebin.com/fXDHu6im)
> >>>
> >>> After this the apache starts to render the page from the results and
> push them to the browser. The page is for my few comments/replies already
> 206KB without any apache optimizations
> >>>
> >>> After adding:
> >>>
> >>>        SetOutputFilter DEFLATE
> >>>        SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-
> vary
> >>>        SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
> >>>        ExpiresActive On
> >>>        ExpiresByType text/css "A604800"
> >>>
> >>>        ExpiresByType image/x-icon "A31536000"
> >>>        ExpiresByType image/gif "A604800"
> >>>        ExpiresByType image/jpg "A604800"
> >>>        ExpiresByType image/jpeg "A604800"
> >>>
> >>>        ExpiresByType image/png "A604800"
> >>>        ExpiresByType application/x-javascript A3600
> >>>        Header set Cache-Control "must-revalidate"
> >>> to the rt vhost, the page load time goes down from 26 sec to 8 sec and
> from 206 kb to 10kb
> >>>
> >>> you should try.
> >>>
> >>> Torsten
> >>>
> >>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> >>> Well we've captured the time for all the queries run for our long
> ticket (which takes ~20secs to generate).
> >>>
> >>> Total query time is 0.871493s
> >>>
> >>> So it's not the DB.
> >>>
> >>> Justin
> >>>
> >>> -------------------------------------------------
> >>> Justin Hayes
> >>> OpenBet Support Manager
> >>> justin.hayes at openbet.com
> >>>
> >>> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
> >>>
> >>>> Hi Justin,
> >>>> just found this threat, sounds interessting.
> >>>>
> >>>> What i read so far: You have 1 quad core system with 8GB RAM, running
> both WEB and DB, correct?
> >>>>
> >>>> Think you should follow Raed's hints first to log the queries
> generated with RT
> >>>>
> >>>>> In terms of debug; if you have not done this yet enable DBIx-
> SearchBuilder StatementLog
> >>>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
> >>>> I'm sure you will find some funny queries. Normally the Query Log of
> default MySQL can only log queries taking longer than a second, but in
> your case i think, you will have several much faster queries but in
> summary they take longer - but you can't find in mysql-slow log.
> >>>>
> >>>> Some more question regarding your hardware and setup.
> >>>>
> >>>> 1. One Server / quad core (hyper threating) -> how many threats for
> Mysql/Postgresql? / 8 GB Ram
> >>>> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any
> I/O Problems?)
> >>>> 3. RT Rights Setup, does the user performance is faster or slower
> than the performance with root user?
> >>>>
> >>>> Some more information?
> >>>>
> >>>> We're running also a larger RT Instance with dedicated hardware for
> DB and Webservers with no huge perferomance bottlenacks.
> >>>>
> >>>> Tob
> >>>>
> >>>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
> >>>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite
> a bit faster than ours. We're going to try it on a faster server and that
> should drop our times. Guess we just wanted to explore all avenues before
> throwing hardware at the problem.
>
> >>>>
> >>>> Justin
> >>>>
> >>>> -------------------------------------------------
> >>>> Justin Hayes
> >>>> OpenBet Support Manager
> >>>> justin.hayes at openbet.com
> >>>>
> >>>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
> >>>>
> >>>>> Tried Centos last night, and no difference at all.
> >>>>>
> >>>>> -------------------------------------------------
> >>>>> Justin Hayes
> >>>>> OpenBet Support Manager
> >>>>> justin.hayes at openbet.com
> >>>>>
> >>>>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
> >>>>>
> >>>>>> Hi Ruslan,
> >>>>>>
> >>>>>> Sorry looks like I shrunk the image too much. The thing I find odd
> is that there are others with similar hardware who don't get the problem.
> It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom
> of it first. I'm pretty much positive it's not a DB issue, as I've tried
> different sizes of DB, tried postgres AND mysql etc. I don't think it's
> apache as I've tried the built in webserver with RT and no change there
> either.
> >>>>>>
> >>>>>> Currently trying to install RT on Centos given that Roy (who has
> kindly been helping me with details of his own setup) appears to have none
> of the same problems on that OS. Perhaps perl is just slow on the 64bit
> ubuntu we've currently got live.
> >>>>>>
> >>>>>> No idea if it's going to have any effect though :(
> >>>>>>
> >>>>>> Justin
> >>>>>>
> >>>>>> -------------------------------------------------
> >>>>>> Justin Hayes
> >>>>>> OpenBet Support Manager
> >>>>>> justin.hayes at openbet.com
> >>>>>>
> >>>>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
> >>>>>>
> >>>>>>> Justin.
> >>>>>>>
> >>>>>>> First of all, I can not read from the chart, but anyway history
> rendering has been worked on in a new code branch. Probably this code will
> be part of RT 3.10. Code at the moment is unstable, but eventually it wil
> be faster then the current version.
> >>>>>>>
> >>>>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes
> <justin.hayes at openbet.com> wrote:
> >>>>>>> So far we've tried installing RT on different hardware, both 32
> and 64bit versions of linux. RT is still very slow for long tickets. All
> the time is taken up by the perl/apache process maxing out a core of CPU.
> >>>>>>>
> >>>>>>> We've even gone as far as trying to profile the code. We came up
> with this graph of where the time was going:
> >>>>>>>
> >>>>>>> <TIMING.png>
> >>>>>>> We then tried to go further into those functions but can't find a
> single smoking gun call that is taking all the time.
> >>>>>>>
> >>>>>>> For example in a ticket that takes 22s to render approx 5 secs
> goes on these 2 lines:
> >>>>>>>
> >>>>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
> >>>>>>>
> >>>>>>>       my @trans_attachments = grep { $_->TransactionId ==
> $Transaction->Id } @attachments;
> >>>>>>>
> >>>>>>>       grep { ($_->TransactionId == $Transaction->Id ) &&
> ($trans_content->{$_->Id} = $_)  } @attachment_content;
> >>>>>>>
> >>>>>>> Both are greps. Does this imply that perl itself is just slow?
> >>>>>>>
> >>>>>>> IF so why would our perl be slow compared to other people's? We've
> tried compiling it from source and that made no difference.
> >>>>>>>
> >>>>>>> ATM we're at a bit of a loss....
> >>>>>>>
> >>>>>>> Justin
> >>>>>>>
> >>>>>>> -------------------------------------------------
> >>>>>>> Justin Hayes
> >>>>>>> OpenBet Support Manager
> >>>>>>> justin.hayes at openbet.com
> >>>>>>>
> >>>>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
> >>>>>>>
> >>>>>>>> Justin,
> >>>>>>>>
> >>>>>>>> Do you use Transaction custom fields, if you do n?t ; try and
> comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
> >>>>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
> >>>>>>>>      <& /Elements/ShowCustomFields, Object => $Transaction &>
> >>>>>>>> % }
> >>>>>>>> See if that improves things for you.
> >>>>>>>> Some of our monitoring tickets can have up to 500 updates, such
> tickets use to take up to 20s to load, once I commented out the above
> lines, load time is now down to less than 5 seconds.
> >>>>>>>>
> >>>>>>>> Regards;
> >>>>>>>> Roy
> >>>>>>>>
> >>>>>>>>
> >>>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
> >>>>>>>>
> >>>>>>>> Sent: 01 July 2010 11:39
> >>>>>>>> To: Kenneth Crocker
> >>>>>>>> Cc: rt-users at lists.bestpractical.com
> >>>>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
> >>>>>>>>
> >>>>>>>> We do Kenneth, but most tickets don't have many file attachments,
> so I assume that's not an issue?
> >>>>>>>>
> >>>>>>>> Cheers,
> >>>>>>>>
> >>>>>>>> Justin
> >>>>>>>>
> >>>>>>>> -------------------------------------------------
> >>>>>>>> Justin Hayes
> >>>>>>>> OpenBet Support Manager
> >>>>>>>> justin.hayes at openbet.com
> >>>>>>>>
> >>>>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
> >>>>>>>>
> >>>>>>>>
> >>>>>>>> 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
> >>>>>>>>
> >>>>>>>>
> >>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
> Media.
> >>>>>>>> Buy a copy at http://rtbook.bestpractical.com
> >>>>>>>>
> >>>>>>>
> >>>>>>>
> >>>>>>>
> >>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >>>>>>> Last one this year -- Learn how to get the most out of RT!
> >>>>>>>
> >>>>>>>
> >>>>>>>
> >>>>>>> --
> >>>>>>> Best regards, Ruslan.
> >>>>>>
> >>>>>>
> >>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >>>>>> Last one this year -- Learn how to get the most out of RT!
> >>>>>
> >>>>>
> >>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >>>>> Last one this year -- Learn how to get the most out of RT!
> >>>>
> >>>>
> >>>>
> >>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >>>> Last one this year -- Learn how to get the most out of RT!
> >>>>
> >>>>
> >>>>
> >>>> --
> >>>> MFG
> >>>>
> >>>> Torsten Brumm
> >>>>
> >>>> http://www.brumm.me
> >>>> http://www.elektrofeld.de
> >>>
> >>>
> >>>
> >>>
> >>> --
> >>> MFG
> >>>
> >>> Torsten Brumm
> >>>
> >>> http://www.brumm.me
> >>> http://www.elektrofeld.de
> >>
> >
> >>
> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >> Last one this year -- Learn how to get the most out of RT!
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


From John.Alberts at exlibrisgroup.com  Thu Sep  9 11:26:52 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Thu, 09 Sep 2010 10:26:52 -0500
Subject: [rt-users] AD ExternalAuth create user
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA5DF2A2@MAILBOX.tbcnet.biltmore.com>
References: <435CB3214F92FD4E8E5CEEB86A20440240FA5DF2A2@MAILBOX.tbcnet.biltmore.com>
Message-ID: <4C88FCBC.3060902@exlibrisgroup.com>

  Thanks.  I'll give that a try.

John


On 09/09/2010 10:18 AM, Jason Ledford wrote:
>
> I think this is what you are looking for 
> http://search.cpan.org/dist/RT-Extension-LDAPImport/
>
> Run that with cron to do a regular import.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John 
> Alberts
> Sent: Thursday, September 09, 2010 11:00 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] AD ExternalAuth create user
>
>   Hi.  I got ExternalAuth working with Win2k3 AD.  My next step is to
> import tickets from our old system into the new system.  I already wrote
> a script that does this via the command line rt interface.  The one
> problem I'm having is that I need some users to already have a uid in RT
> (ie. they've already logged in once and RT auth'd them with AD and
> created a user account) so I can assign the imported ticket to them.
>
> Finally, my question: :)
> Is there any way for me to import a few users into RT?  I looked for a
> script that would import users from AD into RT, but couldn't find 
> anything.
>
> Thanks
>
> --
> John Alberts
> Hosted Services
> Exlibris USA
> john.alberts at exlibrisgroup.com
> cell: 1-508-878-2197
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197

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From wkuntz at ufl.edu  Thu Sep  9 12:33:16 2010
From: wkuntz at ufl.edu (Bill Kuntz)
Date: Thu, 09 Sep 2010 12:33:16 -0400
Subject: [rt-users] Prevent "Could not load a valid user" email to invalid
	requestor
Message-ID: <4C890C4C.5090908@ufl.edu>

We limit ticket creation to uses that are in the RT database.  When
someone who is not in the system sends an email, they get the "Could not
load valid user" message back.  Additionally the admin user gets the
same message.

We do not want the user to get the message.  99.9% of the time it is
spam with a forged from address.

Can we just copy Email.pm to the local tree, and comment out the
following bit of code, or is there an easier way?
    # Also notify the requestor that his request has been dropped.
    if ($args{'Requestor'} ne RT->Config->Get('OwnerEmail')) {
    MailError(
        To          => $args{'Requestor'},
        Subject     => "Could not load a valid user",
        Explanation => <<EOT,
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for your email.

EOT
        MIMEObj  => $args{'Message'},
        LogLevel => 'error'
    );

Thanks,
Bill

-- 

Bill Kuntz
FCLA Open Systems Group
(352) 392-9020 x 242




From kfcrocker at lbl.gov  Thu Sep  9 12:53:41 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 9 Sep 2010 09:53:41 -0700
Subject: [rt-users] RT warning "Couldn't enable user xxxx"
Message-ID: <AANLkTi=8dVb+Z-KYY+QXL8StK67reeF-hWQSTriuNEXn@mail.gmail.com>

To List,

I continue to get this warning in my rt.log:

[Thu Sep  9 16:31:42 2010] [warning]: Couldn't enable user 9664
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)

This is an odd message as this user is an LDAP approved user that is on the
User Table as a "Privileged" user.

So, why the warning?

Kenn
LBNL
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From ggreene at minervanetworks.com  Thu Sep  9 13:48:53 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 9 Sep 2010 10:48:53 -0700
Subject: [rt-users] Unclutttering the ticket view.....
Message-ID: <C8AE6C15.5B182%ggreene@minervanetworks.com>

While on the IRC channel for RT recently I discussed the want for an option
to collapse the quoted portions of tickets (where you've got user responses
to previous messages, etc) ala Gmail. During that conversation someone said
they thought there was an extension for that.

Doing a search on CPAN has come up with zero hits for the concept, so now, I
turn to the collective community: has anyone seen an extension for this? If
so, could you please point me to the URL for it's source? Thanks.

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

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From jpierce at cambridgeenergyalliance.org  Thu Sep  9 13:57:22 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 9 Sep 2010 13:57:22 -0400
Subject: [rt-users] Unclutttering the ticket view.....
In-Reply-To: <C8AE6C15.5B182%ggreene@minervanetworks.com>
References: <C8AE6C15.5B182%ggreene@minervanetworks.com>
Message-ID: <AANLkTimkHn0AcfTh3=ZtF5fzPrfT2PJsiHwBV0EAQA=H@mail.gmail.com>

On Thu, Sep 9, 2010 at 13:48, Gary Greene <ggreene at minervanetworks.com> wrote:
> While on the IRC channel for RT recently I discussed the want for an option
> to collapse the quoted portions of tickets (where you've got user responses
> to previous messages, etc) ala Gmail. During that conversation someone said
> they thought there was an extension for that.
>
> Doing a search on CPAN has come up with zero hits for the concept, so now, I
> turn to the collective community: has anyone seen an extension for this? If
> so, could you please point me to the URL for it's source? Thanks.
Not an extension, but there's been discussion e.g;
[rt-users] RT-Mailgate hack to remove quoted replies
by Tom Lahti on April 3rd of last year.

Also, the wiki is the authoritative place to look for tweaks, not CPAN.
Not everything is an extension, and not all extension authors post to CPAN.
-- 
Cambridge Energy Alliance: Save money. Save the planet.


From daodennis at gmail.com  Thu Sep  9 14:40:35 2010
From: daodennis at gmail.com (Dennis Ordanov)
Date: Thu, 9 Sep 2010 11:40:35 -0700
Subject: [rt-users] Modifying placement of custom fields on "Basics" Tab
In-Reply-To: <AANLkTim7BrmBJgc+8SQXmUMFXvU-AhfGWsrLhTMxuuGd@mail.gmail.com>
References: <AANLkTim7BrmBJgc+8SQXmUMFXvU-AhfGWsrLhTMxuuGd@mail.gmail.com>
Message-ID: <AANLkTikBxruA+9nr+ZCtorXh-WHoVovH+Uh2OUdPMem2@mail.gmail.com>

On Wed, Sep 1, 2010 at 12:11 PM, Dennis Ordanov <daodennis at gmail.com> wrote:
> Hi,
>
> I am using 3.8.7 on CentOS with a MySQL db.
>
> I have four custom fields placed on the basics tab of a ticket, they
> work great, but I would like to reverse their placement on their page.
> They are just 4 drop downs for specific ticket categories and clients.
> ?The more specific region is on the right and the cities are on the
> left and same with the service categories and actual services.
>
> https://rt.company.net/Admin/CustomFields/index.html
>
>
> Thanks,
>
> Dennis
>

Anyone, with any sort of hints or tips on where to even begin?

Dennis


From elacour at easter-eggs.com  Thu Sep  9 15:47:40 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 9 Sep 2010 21:47:40 +0200
Subject: [rt-users] Unclutttering the ticket view.....
In-Reply-To: <AANLkTimkHn0AcfTh3=ZtF5fzPrfT2PJsiHwBV0EAQA=H@mail.gmail.com>
References: <C8AE6C15.5B182%ggreene@minervanetworks.com>
	<AANLkTimkHn0AcfTh3=ZtF5fzPrfT2PJsiHwBV0EAQA=H@mail.gmail.com>
Message-ID: <20100909194739.GB29042@easter-eggs.com>

On Thu, Sep 09, 2010 at 01:57:22PM -0400, Jerrad Pierce wrote:
> 
> Also, the wiki is the authoritative place to look for tweaks, not CPAN.
> Not everything is an extension, and not all extension authors post to CPAN.
>

note that also not all RT cpan extensions are on the wiki ;)

look on both.



From jpierce at cambridgeenergyalliance.org  Thu Sep  9 15:49:48 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 9 Sep 2010 15:49:48 -0400
Subject: [rt-users] Unclutttering the ticket view.....
In-Reply-To: <20100909194739.GB29042@easter-eggs.com>
References: <C8AE6C15.5B182%ggreene@minervanetworks.com>
	<AANLkTimkHn0AcfTh3=ZtF5fzPrfT2PJsiHwBV0EAQA=H@mail.gmail.com>
	<20100909194739.GB29042@easter-eggs.com>
Message-ID: <AANLkTin7sXVPm-8ajW2EZRJxnyxhAaE3TgPjHQaw8rxK@mail.gmail.com>

> note that also not all RT cpan extensions are on the wiki ;)
Damn virtuous lazy programmers :-P


From trs at bestpractical.com  Thu Sep  9 16:43:48 2010
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 09 Sep 2010 16:43:48 -0400
Subject: [rt-users] Unclutttering the ticket view.....
In-Reply-To: <20100909194739.GB29042@easter-eggs.com>
References: <C8AE6C15.5B182%ggreene@minervanetworks.com>	<AANLkTimkHn0AcfTh3=ZtF5fzPrfT2PJsiHwBV0EAQA=H@mail.gmail.com>
	<20100909194739.GB29042@easter-eggs.com>
Message-ID: <4C894704.2040902@bestpractical.com>

On 09/09/2010 03:47 PM, Emmanuel Lacour wrote:
> On Thu, Sep 09, 2010 at 01:57:22PM -0400, Jerrad Pierce wrote:
>>
>> Also, the wiki is the authoritative place to look for tweaks, not CPAN.
>> Not everything is an extension, and not all extension authors post to CPAN.
>>
> 
> note that also not all RT cpan extensions are on the wiki ;)
> 
> look on both.

A list of current extensions which are useful is at:
http://bestpractical.com/rt/extensions.html

Thomas


From John.Alberts at exlibrisgroup.com  Thu Sep  9 16:48:45 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Thu, 09 Sep 2010 15:48:45 -0500
Subject: [rt-users] AD ExternalAuth create user
In-Reply-To: <4C88FCBC.3060902@exlibrisgroup.com>
References: <4C88FCBC.3060902@exlibrisgroup.com>
Message-ID: <4C89482D.1010106@exlibrisgroup.com>

  I actually couldn't get ldapimport to import any users for me although 
it did auth properly.

In any case, I just realized I can simply create the user in the web ui 
and as long as the username and email address match, it works fine.

Thanks


On 09/09/2010 10:26 AM, John Alberts wrote:
> Thanks.  I'll give that a try.
>
> John
>
>
> On 09/09/2010 10:18 AM, Jason Ledford wrote:
>>
>> I think this is what you are looking for 
>> http://search.cpan.org/dist/RT-Extension-LDAPImport/
>>
>> Run that with cron to do a regular import.
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John 
>> Alberts
>> Sent: Thursday, September 09, 2010 11:00 AM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] AD ExternalAuth create user
>>
>>   Hi.  I got ExternalAuth working with Win2k3 AD.  My next step is to
>> import tickets from our old system into the new system.  I already wrote
>> a script that does this via the command line rt interface.  The one
>> problem I'm having is that I need some users to already have a uid in RT
>> (ie. they've already logged in once and RT auth'd them with AD and
>> created a user account) so I can assign the imported ticket to them.
>>
>> Finally, my question: :)
>> Is there any way for me to import a few users into RT?  I looked for a
>> script that would import users from AD into RT, but couldn't find 
>> anything.
>>
>> Thanks
>>
>> --
>> John Alberts
>> Hosted Services
>> Exlibris USA
>> john.alberts at exlibrisgroup.com
>> cell: 1-508-878-2197
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
> -- 
> John Alberts
> Hosted Services
> Exlibris USA
> john.alberts at exlibrisgroup.com
> cell: 1-508-878-2197

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197

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From elacour at easter-eggs.com  Thu Sep  9 17:01:21 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 9 Sep 2010 23:01:21 +0200
Subject: [rt-users] Unclutttering the ticket view.....
In-Reply-To: <4C894704.2040902@bestpractical.com>
References: <C8AE6C15.5B182%ggreene@minervanetworks.com>
	<AANLkTimkHn0AcfTh3=ZtF5fzPrfT2PJsiHwBV0EAQA=H@mail.gmail.com>
	<20100909194739.GB29042@easter-eggs.com>
	<4C894704.2040902@bestpractical.com>
Message-ID: <20100909210121.GH29042@easter-eggs.com>

On Thu, Sep 09, 2010 at 04:43:48PM -0400, Thomas Sibley wrote:
> 
> A list of current extensions which are useful is at:
> http://bestpractical.com/rt/extensions.html
> 

Nice, I didn't saw BPS work on those webpages :))

PS: for my extensions, source code is always available on
http://git.home-dn.net/



From smithj4 at bnl.gov  Thu Sep  9 18:00:52 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Thu, 09 Sep 2010 18:00:52 -0400
Subject: [rt-users] Modifying placement of custom fields on "Basics" Tab
In-Reply-To: <AANLkTikBxruA+9nr+ZCtorXh-WHoVovH+Uh2OUdPMem2@mail.gmail.com>
References: <AANLkTim7BrmBJgc+8SQXmUMFXvU-AhfGWsrLhTMxuuGd@mail.gmail.com>
	<AANLkTikBxruA+9nr+ZCtorXh-WHoVovH+Uh2OUdPMem2@mail.gmail.com>
Message-ID: <4C895914.1020203@bnl.gov>

On 09/09/2010 02:40 PM, Dennis Ordanov wrote:
> On Wed, Sep 1, 2010 at 12:11 PM, Dennis Ordanov<daodennis at gmail.com>  wrote:
>> Hi,
>>
>> I am using 3.8.7 on CentOS with a MySQL db.
>>
>> I have four custom fields placed on the basics tab of a ticket, they
>> work great, but I would like to reverse their placement on their page.
>> They are just 4 drop downs for specific ticket categories and clients.
>>   The more specific region is on the right and the cities are on the
>> left and same with the service categories and actual services.
>>
>> https://rt.company.net/Admin/CustomFields/index.html
>>
>>
>> Thanks,
>>
>> Dennis
>>
>
> Anyone, with any sort of hints or tips on where to even begin?

Hi Dennis,

I think you will have to upgrade to 3.8.8 in order to do what you want. 
See the changelog in the announcement, under the section "Custom fields 
ordering and application improvements"

http://lists.bestpractical.com/pipermail/rt-announce/2010-May/000179.html

~Jason


From jesse at bestpractical.com  Thu Sep  9 22:52:06 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 9 Sep 2010 22:52:06 -0400
Subject: [rt-users] Slow Ticket History
In-Reply-To: <5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
	<5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
Message-ID: <20100910025206.GR15216@bestpractical.com>


Tim,

Thanks for these patches. I'm...very surprised at the numbers you're seeing, but appreciate that you have something that can help. I'll look at getting this rolled into core.


On Tue, Sep 07, 2010 at 12:24:35PM +0100, Tim Cutts wrote:
> 
> On 6 Sep 2010, at 5:54 pm, rt-users-request at lists.bestpractical.com wrote:
> 
> > So far we've tried installing RT on different hardware, both 32 and 64bit versions of linux. RT is still very slow for long tickets. All the time is taken up by the perl/apache process maxing out a core of CPU.
> > 
> > We've even gone as far as trying to profile the code. We came up with this graph of where the time was going:
> > 
> > <TIMING.png>
> > We then tried to go further into those functions but can't find a single smoking gun call that is taking all the time.
> > 
> > For example in a ticket that takes 22s to render approx 5 secs goes on these 2 lines:
> > 
> > File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
> > 
> > 	my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> > 
> > 	grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
> > 
> 
> From what I can tell, the real problem here is repeated scanning of both the @attachments and @attachment_content arrays, which makes the execution speed of the ShowHistory element O(N^2) with respect to the number of transactions; painful, to say the least.
> 
> 1)  The %$trans_content hash can be made up front in a single pass, for all the attachments in the ticket, turning this into an O(N) operation, rather than O(N^2)
> 2) The $trans_content variable is only used in one place; it's passed to ShowTransaction, where it is then passed on to ShowTransactionAttachments.
> 3)  In there, there are some errors which cause some autovivification of hash members which needn't happen.
> 4)  You can do much the same up-front calculation with $trans_attachments as well, so you don't have to keep grepping through it
> 
> I've now made those changes, and on a reasonably large ticket (216 transactions) it reduced the ticket rendering time on my system from 2.5 minutes to 34 seconds, which is a pretty good improvement, I think.
> 
> On a more extreme ticket, with 417 transactions, the 3.8.8 release code takes over 20 minutes to render the ticket (I gave up waiting), so in fact it's considerably worse order execution time than I thought.  My patched code takes 2.2 minutes - still not brilliant but hey, this ticket is now renderable, which it was not before.
> 
> Just for some background, the hardware I'm running on:
> 
> RT database:  2 CPU virtual machine, 8GB RAM, MySQL, running on vSphere 4.1 on a 2.0 GHz E5504 Nehalem system
> RT web server:  2 CPU virtual machine, 2GB RAM, on the same type of physical hardware as the database server
> 
> As far as I can tell, I have not semantically altered the code, but others may want to test more thoroughly.  I have not yet put this on my production web server - I cloned my web server VM and made my changes to the clone (God, I love VMs for this sort of thing!)
> 
> Regards,
> 
> Tim
> 
> Here are my patches to Ticket/Elements/ShowHistory:
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowHistory	2010-05-14 13:58:15.000000000 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowHistory	2010-09-07 11:59:30.000000000 +0100
> @@ -84,6 +84,10 @@
>  <%perl>
>  my @attachments = @{$Attachments->ItemsArrayRef()};
>  my @attachment_content = @{$AttachmentContent->ItemsArrayRef()};
> +my $trans_content = {};
> +map { $trans_content->{$_->TransactionId}->{$_->Id} = $_  } @attachment_content;
> +my $trans_attachments = {};
> +map { push (@{$trans_attachments->{$_->TransactionId}}, $_) } @attachments;
>  
>  while ( my $Transaction = $Transactions->Next ) {
>      my $skip = 0;
> @@ -97,12 +101,6 @@
>  
>      $i++;
>  
> -    my @trans_attachments = grep { $_->TransactionId == $Transaction->Id } @attachments;
> -
> -    my $trans_content = {};
> -    grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_)  } @attachment_content;
> -
> -   
>      my $IsLastTransaction = 0;
>      if ( $OldestFirst ) {
>          $IsLastTransaction = $Transactions->IsLast;
> @@ -118,7 +116,7 @@
>                Transaction          => $Transaction,
>                ShowHeaders          => $ShowHeaders,
>                RowNum               => $i,
> -              Attachments          => \@trans_attachments,
> +              Attachments          => $trans_attachments->{$Transaction->id},
>                AttachmentContent    => $trans_content,
>                LastTransaction      => $IsLastTransaction
>   );
> 
> and here's the patch to ShowTransactionAttachments (both files need to be patched):
> 
> --- /opt/rt3/share/html/Ticket/Elements/ShowTransactionAttachments	2010-05-14 13:58:15.000000000 +0100
> +++ /opt/rt3/local/html/Ticket/Elements/ShowTransactionAttachments	2010-09-07 11:04:53.000000000 +0100
> @@ -189,8 +189,10 @@
>          {
>  
>              my $content;
> -            if ( $AttachmentContent->{ $message->id } ) {
> -                $content = $AttachmentContent->{ $message->id }->Content;
> +	    my ($transaction_id, $message_id) = ($Transaction->id, $message->id);
> +            if ( exists($AttachmentContent->{ $transaction_id }) &&
> +		 exists($AttachmentContent->{ $transaction_id }->{$message_id}) ) {
> +                $content = $AttachmentContent->{ $transaction_id }->{ $message_id }->Content;
>              }
>              else {
>                  $content = $message->Content;
> 
> 
> 
> 
> -- 
>  The Wellcome Trust Sanger Institute is operated by Genome Research 
>  Limited, a charity registered in England with number 1021457 and a 
>  company registered in England with number 2742969, whose registered 
>  office is 215 Euston Road, London, NW1 2BE. 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-- 


From jesse at bestpractical.com  Thu Sep  9 22:52:57 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 9 Sep 2010 22:52:57 -0400
Subject: [rt-users] Slow Ticket History
In-Reply-To: <3120907F-3C7B-4016-B1E1-0992CF2E542E@openbet.com>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
	<5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
	<3120907F-3C7B-4016-B1E1-0992CF2E542E@openbet.com>
Message-ID: <20100910025257.GS15216@bestpractical.com>




On Thu, Sep 09, 2010 at 08:15:37AM +0100, Justin Hayes wrote:
> We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we might look at rolling them into Live.

Justin,

Have you tried running ticket loads under Devel::NYTProf with the standalone server to try to identify what's up here for you?


From jfearn at redhat.com  Thu Sep  9 23:57:13 2010
From: jfearn at redhat.com (Jeff Fearn)
Date: Fri, 10 Sep 2010 13:57:13 +1000
Subject: [rt-users] Slow Ticket History
In-Reply-To: <20100910025257.GS15216@bestpractical.com>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
	<5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
	<3120907F-3C7B-4016-B1E1-0992CF2E542E@openbet.com>
	<20100910025257.GS15216@bestpractical.com>
Message-ID: <1284091033.21861.38.camel@captcha>

On Thu, 2010-09-09 at 22:52 -0400, Jesse Vincent wrote:
> 
> 
> On Thu, Sep 09, 2010 at 08:15:37AM +0100, Justin Hayes wrote:
> > We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we might look at rolling them into Live.
> 
> Justin,
> 
> Have you tried running ticket loads under Devel::NYTProf with the standalone server to try to identify what's up here for you?
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

NYTProf can also be used with Apache easily enough, short how to should
anyone want to try it.

1: install Devel::NYTProf on the web server

2: edit httpd.conf

comment out:

#PerlModule Apache::DProf

add:

<IfDefine NYTPROF>
    MaxClients 1
    PerlPassEnv NYTPROF
    PerlModule Devel::NYTProf::Apache
</IfDefine>

3: enable nytprof in service config file (/etc/sysconfig/httpd on Red
Hat systems)

Add:

OPTIONS='-D NYTPROF'

4: restart httpd

5: do a few things that lag in the gui

6: stop httpd, you need to stop it for nytprof to post process the
results. Remember to comment out the OPTIONS line from step 3 when you
want to disable profiling.

7: cd /tmp

8: convert the nytprof output to html, the file names are
nytprof.<parent_pid>.out.<child_pid>

e.g.

$ nytprofhtml -f nytprof.5766.out.5771

9: view output

e.g.

$ links nytprof/index.html

Cheers, Jeff.



From tjrc at sanger.ac.uk  Fri Sep 10 01:05:23 2010
From: tjrc at sanger.ac.uk (Tim Cutts)
Date: Fri, 10 Sep 2010 06:05:23 +0100
Subject: [rt-users] Slow Ticket History
In-Reply-To: <20100910025206.GR15216@bestpractical.com>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
	<5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
	<20100910025206.GR15216@bestpractical.com>
Message-ID: <CCFFB51C-2C56-40C7-B0B6-EF0F71B412F2@sanger.ac.uk>


On 10 Sep 2010, at 03:52, Jesse Vincent wrote:

> Thanks for these patches. I'm...very surprised at the numbers you're seeing, but appreciate that you have something that can help. I'll look at getting this rolled into core.

The numbers are because it turns out I'd miscounted the number of transactions on the ticket by more than a factor of 10 - there were actually more than 5500 transactions on the ticket I was testing (the transaction count I initially quoted was actually just on one of the tickets that had subsequently been merged into the monster ticket).

Regards,

Tim

From justin.hayes at openbet.com  Fri Sep 10 05:22:27 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Fri, 10 Sep 2010 10:22:27 +0100
Subject: [rt-users] Slow Ticket History
In-Reply-To: <20100910025257.GS15216@bestpractical.com>
References: <mailman.7248.1283792054.1873.rt-users@lists.bestpractical.com>
	<5DD8C576-EB6C-424D-860D-B2013F896E56@sanger.ac.uk>
	<3120907F-3C7B-4016-B1E1-0992CF2E542E@openbet.com>
	<20100910025257.GS15216@bestpractical.com>
Message-ID: <A0C748B8-CAF7-49A6-93E7-4412212FE38C@openbet.com>

I'll have a look at that Jesse, thanks.

I think part of the problem is not really knowing how fast it should actually be. Perhaps my install is working as per normal and I just think it slow. Certainly after adding that patch of Tim's and running faster hardware it's a lot perkier.

Ruslan also suggested that the ticket history has had a rewrite in 3.10. Any idea how far off that is?

Thanks,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 10 Sep 2010, at 03:52, Jesse Vincent wrote:

> 
> 
> 
> On Thu, Sep 09, 2010 at 08:15:37AM +0100, Justin Hayes wrote:
>> We gave those patches a try. Shaved ~4s from our 20s, which isn't bad so we might look at rolling them into Live.
> 
> Justin,
> 
> Have you tried running ticket loads under Devel::NYTProf with the standalone server to try to identify what's up here for you?



From dgomes at ipfn.ist.utl.pt  Fri Sep 10 07:15:28 2010
From: dgomes at ipfn.ist.utl.pt (Daniel Gomes)
Date: Fri, 10 Sep 2010 12:15:28 +0100
Subject: [rt-users] Add Cc on comment
Message-ID: <4C8A1350.7030209@ipfn.ist.utl.pt>

  hey everyone,

I havea  little issue I would like to get some help with. Basically, I 
want a ticket's Cc's to be able to reply to any added comments (since 
they do see them). I added the necessary rights (CommentOnTicket, 
ReplyToTicket and ShowTicketComments) to the Cc group, so if the email 
is on the Cc list, everything works smoothly. The problem is when a 
SuperUser comments a ticket and "on-the-fly"(ie. when writing the 
comment itself) sets a certain email as a Cc. This person will receive 
the comment but won't be able to answer, because RT does not saves this 
email on the Cc list. So the question here is: what should I do so that, 
when commenting a ticket, any Cc emails get saved to the ticket's Cc list?

I was trying to go from smth like 
http://wiki.bestpractical.com/view/AddAdminCc and create a new 
condition/action, but I really have no experience with it... So if 
someone out there feels like helping me out with this approach, feel 
free to do so :)

Thanks in advance,

-- 
Daniel Gomes (SysAdmin)
dgomes at ipfn.ist.utl.pt
Ext. 3487 - 218419487

Instituto de Plasmas e Fus?o Nuclear
Instituto Superior T?cnico - UTL
Av. Rovisco Pais - 1049-001 Lisboa - Portugal



From PBarton at iesi.com  Fri Sep 10 09:08:14 2010
From: PBarton at iesi.com (Peter Barton)
Date: Fri, 10 Sep 2010 08:08:14 -0500
Subject: [rt-users] RT-Extension-LDAPImport
In-Reply-To: <4C8A1350.7030209@ipfn.ist.utl.pt>
References: <4C8A1350.7030209@ipfn.ist.utl.pt>
Message-ID: <F81756C3921F504D9469B59C2E884FB7125E4CEA@exch-iesi.iesicorp.tf.prv>

I have had some really good luck integrating our Active Directory users
into RT.  However, I was wondering if I could use LDAPImport to import
from multiple domains?  My Company expands by acquisition and we end up
having multiple AD Domains out there.  Since we set the configuration
for LDAPImport in RT_SiteConfig.pm I was wondering if I could put
multiple locations to poll from?

Thanks,

----------
Peter Barton


From Kent.Solomon at za.saabgroup.com  Fri Sep 10 11:22:51 2010
From: Kent.Solomon at za.saabgroup.com (Kent Solomon)
Date: Fri, 10 Sep 2010 17:22:51 +0200
Subject: [rt-users] subscribe
Message-ID: <27D39EB884F7DA408470D6AA4D64C64D014186C8@MX-EVS-1.za.saabgroup.com>

 

 

Kent Solomon

Network Administrator

Information Technology

Business Support

 

Phone: +27 21 709 9106

Mobile: +27 82 701 4553

Kent.Solomon at za.saabgroup.com

 

Saab

118/119 Capricorn Drive, Capricorn Park, Muizenberg, 7945

PO Box 39347, Capricorn Square, 7948, South Africa

www.saabgroup.com

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

This e-mail is private and confidential between the sender and the
intended addressee. In the event of incorrect delivery, the recipient is
prohibited from using, copying or disseminating it or any information in
it. Please notify the originator of this e-mail of any errors in
addressing, transmission or delivery.

 

 

 

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From John.Alberts at exlibrisgroup.com  Fri Sep 10 11:55:23 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 10 Sep 2010 10:55:23 -0500
Subject: [rt-users] Can't change logo
Message-ID: <4C8A54EB.4050301@exlibrisgroup.com>

  I'm trying to change the bp logo that is in the lower right corner of 
every page.  I followed the instruction at: 
http://wiki.bestpractical.com/view/ChangeLogo and nothing has changed.

I've restarted apache multiple times, cleared the mason_data/obj files.  
It still shows the bp logo.  Any ideas?



I'm using RT 3.8.8 on CentOS 5.5

-=>>grep '($Logo' /opt/rt3/etc/RT_SiteConfig.pm
Set($LogoURL, RT->Config->Get('WebImagesURL') . "company_logo.gif");
Set($LogoLinkURL, "http://exlibrisgroup.com");
Set($LogoAltText, "Hosted Services, Ex Libris USA");
Set($LogoImageHeight, 55);
Set($LogoImageWidth, 383);


Thanks
John

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197


From smithj4 at bnl.gov  Fri Sep 10 12:07:58 2010
From: smithj4 at bnl.gov (Jason A. Smith)
Date: Fri, 10 Sep 2010 12:07:58 -0400
Subject: [rt-users] Can't change logo
In-Reply-To: <4C8A54EB.4050301@exlibrisgroup.com>
References: <4C8A54EB.4050301@exlibrisgroup.com>
Message-ID: <4C8A57DE.8090905@bnl.gov>

On 09/10/2010 11:55 AM, John Alberts wrote:
> I'm trying to change the bp logo that is in the lower right corner of
> every page. I followed the instruction at:

You should probably leave the logo at the bottom right of the page 
alone, as this just indicates the software tool being used and gives 
proper credit to Best Practical.

> http://wiki.bestpractical.com/view/ChangeLogo and nothing has changed.

This changes the logo at the top left of the webpage, and as noted in 
the 3.8 section of the Wiki, you also have to modify the style sheet so 
it will not hide the logo.  We use the following patch to do that:

diff -urN rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css 
rt-3.8.8/share/html/NoAuth/css/web2/layout.css
--- rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css 2010-05-05 
16:09:21.000000000 -0400
+++ rt-3.8.8/share/html/NoAuth/css/web2/layout.css      2010-05-11 
10:23:26.000000000 -0400
@@ -171,12 +171,11 @@


  div#logo a {
-     display: none;
      position: absolute;
-    left: 0;
-    bottom: 0;
  }
  div#logo a img {
+    z-index: 100;
+    position: absolute;
      border: 0;
  }
  div#logo .rtname {


> I've restarted apache multiple times, cleared the mason_data/obj files.
> It still shows the bp logo. Any ideas?
>
>
>
> I'm using RT 3.8.8 on CentOS 5.5
>
> -=>>grep '($Logo' /opt/rt3/etc/RT_SiteConfig.pm
> Set($LogoURL, RT->Config->Get('WebImagesURL') . "company_logo.gif");
> Set($LogoLinkURL, "http://exlibrisgroup.com");
> Set($LogoAltText, "Hosted Services, Ex Libris USA");
> Set($LogoImageHeight, 55);
> Set($LogoImageWidth, 383);
>
>
> Thanks
> John
>


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From curtisb at vianet.ca  Fri Sep 10 12:13:36 2010
From: curtisb at vianet.ca (Curtis Bruneau)
Date: Fri, 10 Sep 2010 12:13:36 -0400
Subject: [rt-users] RT-Extension-Mobile Links/Dependencies
Message-ID: <4C8A5930.4080302@vianet.ca>

I was wondering if there was plans to convert the Links/dependent 
tickets to use the mobile URLs instead. I briefly checked out the code 
and it's using the main site's elements. It seems like it's a bit of 
work to convert due to a few files being used.

Curtis


From John.Alberts at exlibrisgroup.com  Fri Sep 10 12:15:30 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Fri, 10 Sep 2010 11:15:30 -0500
Subject: [rt-users] Can't change logo
In-Reply-To: <4C8A57DE.8090905@bnl.gov>
References: <4C8A57DE.8090905@bnl.gov>
Message-ID: <4C8A59A2.4090608@exlibrisgroup.com>

  Ah, I didn't realize that.  Thanks.


On 09/10/2010 11:07 AM, Jason A. Smith wrote:
>
> On 09/10/2010 11:55 AM, John Alberts wrote:
> > I'm trying to change the bp logo that is in the lower right corner of
> > every page. I followed the instruction at:
>
> You should probably leave the logo at the bottom right of the page
> alone, as this just indicates the software tool being used and gives
> proper credit to Best Practical.
>
> > http://wiki.bestpractical.com/view/ChangeLogo and nothing has changed.
>
> This changes the logo at the top left of the webpage, and as noted in
> the 3.8 section of the Wiki, you also have to modify the style sheet so
> it will not hide the logo.  We use the following patch to do that:
>
> diff -urN rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css
> rt-3.8.8/share/html/NoAuth/css/web2/layout.css
> --- rt-3.8.8-dist/share/html/NoAuth/css/web2/layout.css 2010-05-05
> 16:09:21.000000000 -0400
> +++ rt-3.8.8/share/html/NoAuth/css/web2/layout.css      2010-05-11
> 10:23:26.000000000 -0400
> @@ -171,12 +171,11 @@
>
>
>   div#logo a {
> -     display: none;
>       position: absolute;
> -    left: 0;
> -    bottom: 0;
>   }
>   div#logo a img {
> +    z-index: 100;
> +    position: absolute;
>       border: 0;
>   }
>   div#logo .rtname {
>
>
> > I've restarted apache multiple times, cleared the mason_data/obj files.
> > It still shows the bp logo. Any ideas?
> >
> >
> >
> > I'm using RT 3.8.8 on CentOS 5.5
> >
> > -=>>grep '($Logo' /opt/rt3/etc/RT_SiteConfig.pm
> > Set($LogoURL, RT->Config->Get('WebImagesURL') . "company_logo.gif");
> > Set($LogoLinkURL, "http://exlibrisgroup.com");
> > Set($LogoAltText, "Hosted Services, Ex Libris USA");
> > Set($LogoImageHeight, 55);
> > Set($LogoImageWidth, 383);
> >
> >
> > Thanks
> > John
> >
>
>

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197

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From Brandon.Patton at aspireindiana.org  Fri Sep 10 13:46:15 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Fri, 10 Sep 2010 13:46:15 -0400
Subject: [rt-users] Using the CLI (404) error
Message-ID: <16080B6460E00C4A881395258161C50403EAFA3BDE@mail.bccmh.net>

I'm running RT 3.8.7 on Fedora 13 and trying to setup running the CLI however I always get the "Server error: Not Found (404)" error all the time. I've been searching and reading and tried the "export" and ".rtrc" methods and neither seem to work. The URL to RT is http://fedora/rt

Can someone please help me get this working? I need to use the CLI with cron to generate some scheduled tickets. Here is the .rtrc file I created in root's home directory:

server http://fedora/rt
user root
passwd rootpw

I have also tried the following values for server:
http://fedora
http://serverip
http://serverip/rt

Thanks.

Brandon Patton, BS
Systems Administrator
ASPIRE Indiana
brandon.patton at ASPIREIndiana.org
765-641-8283

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From mark.jenks at iodincorporated.com  Fri Sep 10 13:57:40 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 10 Sep 2010 12:57:40 -0500
Subject: [rt-users] Purging old attachments?
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0BB55F0A@imcmail2.imcwi.com>

I'd like to do something from the command line, but I'm having a hard
time putting this together.

 

It's part of the Shredder.

 

I want to search a Queue, for everything matches a subject "Voice Mail",
that is Resolved, and Resolved more than 30 days.

 

I then want to remove the *.wav attachment that is located in the
tickets.

 

Thanks for pointing me in the right direction!

 

-Mark

 

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

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 johnmcd at ix.netcom.com  Fri Sep 10 16:11:50 2010
From: johnmcd at ix.netcom.com (John McDonald)
Date: Fri, 10 Sep 2010 16:11:50 -0400
Subject: [rt-users] Can't display web page after ticket create
Message-ID: <029101cb5124$67ccd220$37667660$@netcom.com>

Hi all,

 

I was playing around with RTIR, but it was more complicated than I needed so
I decided to stick with RT and just create a custom queue. I created the
queue ('TIG Investigations') and added a couple of custom fields. I then
went to the Create a New Ticket page for the queue, filled out all of the
fields (except the emails - I don't have any of that set up) and hit
'Create'. It paused for a few seconds and then the browser displayed a
'Cannot display the webpage' error. I tried it with both IE & Firefox with
the same results. I went back to the RT home page and the ticket had been
successfully created.

 

I turned on debug logging in RT_SiteConfig.pm, but there weren't any errors
in the log (see below). Any suggestions? Could it be because I haven't set
up any email accounts?

 

Thanx.

 

John

 

[Fri Sep 10 19:57:01 2010] [debug]: RT's GnuPG libraries couldn't
successfully read your configured GnuPG home directory
(/opt/rt3/var/data/gpg). PGP support has been disabled
(/opt/rt3/bin/../lib/RT/Config.pm:426)

[Fri Sep 10 19:57:06 2010] [debug]: RT's GnuPG libraries couldn't
successfully read your configured GnuPG home directory
(/opt/rt3/var/data/gpg). PGP support has been disabled
(/opt/rt3/bin/../lib/RT/Config.pm:426)

[Fri Sep 10 19:57:29 2010] [debug]: About to think about scrips for
transaction #161 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Fri Sep 10 19:57:29 2010] [debug]: About to think about scrips for
transaction #162 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Fri Sep 10 19:57:30 2010] [debug]: About to think about scrips for
transaction #163 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Fri Sep 10 19:57:30 2010] [debug]: About to think about scrips for
transaction #164 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Fri Sep 10 19:57:30 2010] [debug]: About to think about scrips for
transaction #165 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Fri Sep 10 19:57:30 2010] [debug]: About to prepare scrips for transaction
#165 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)

[Fri Sep 10 19:57:30 2010] [debug]: Found 4 scrips for TransactionCreate
stage with applicable type(s) Create
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)

[Fri Sep 10 19:57:30 2010] [debug]: About to commit scrips for transaction
#165 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)

[Fri Sep 10 19:57:30 2010] [debug]: Committing scrip #3 on txn #165 of
ticket #13 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)

[Fri Sep 10 19:57:30 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x8b9622c), id 165
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:635)

[Fri Sep 10 19:57:30 2010] [debug]: Working on mailfield To; recipients are
johnmcd at ix.netcom.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:651)

[Fri Sep 10 19:57:30 2010] [debug]: Subject: [Threat Intelligence Group
Incident Response (TIGIR) #13] AutoReply:  

From: "Tickets to track all TIG investigative activity via RT" <>

Reply-To: 

In-Reply-To: 

References: <RT-Ticket-13 at XXXXX>

Message-ID: <rt-3.8.8-8962-1284148650-1768.13-3-0 at XXXXX>

Precedence: bulk

X-RT-Loop-Prevention: Threat Intelligence Group Incident Response (TIGIR)

RT-Ticket: Threat Intelligence Group Incident Response (TIGIR) #13

Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)

RT-Originator: johnmcd at ix.netcom.com

Auto-Submitted: auto-replied

To: johnmcd at ix.netcom.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:658)

[Fri Sep 10 19:57:30 2010] [debug]: Got user mail preference 'Individual
messages' for user johnmcd at ix.netcom.com
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:672)

[Fri Sep 10 19:57:30 2010] [debug]: Removing deferred recipients from To:
line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:681)

[Fri Sep 10 19:57:30 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:690)

[Fri Sep 10 19:57:30 2010] [debug]: Working on mailfield Cc; recipients are
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:651)

[Fri Sep 10 19:57:30 2010] [debug]: Subject: [Threat Intelligence Group
Incident Response (TIGIR) #13] AutoReply:  

From: "Tickets to track all TIG investigative activity via RT" <>

Reply-To: 

In-Reply-To: 

References: <RT-Ticket-13 at XXXXX>

Message-ID: <rt-3.8.8-8962-1284148650-1768.13-3-0 at XXXXX>

Precedence: bulk

X-RT-Loop-Prevention: Threat Intelligence Group Incident Response (TIGIR)

RT-Ticket: Threat Intelligence Group Incident Response (TIGIR) #13

Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)

RT-Originator: johnmcd at ix.netcom.com

Auto-Submitted: auto-replied

To: johnmcd at ix.netcom.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:658)

[Fri Sep 10 19:57:30 2010] [debug]: Removing deferred recipients from Cc:
line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:681)

[Fri Sep 10 19:57:30 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:690)

[Fri Sep 10 19:57:30 2010] [debug]: Working on mailfield Bcc; recipients are
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:651)

[Fri Sep 10 19:57:30 2010] [debug]: Subject: [Threat Intelligence Group
Incident Response (TIGIR) #13] AutoReply:  

From: "Tickets to track all TIG investigative activity via RT" <>

Reply-To: 

In-Reply-To: 

References: <RT-Ticket-13 at XXXXX>

Message-ID: <rt-3.8.8-8962-1284148650-1768.13-3-0 at XXXXX>

Precedence: bulk

X-RT-Loop-Prevention: Threat Intelligence Group Incident Response (TIGIR)

RT-Ticket: Threat Intelligence Group Incident Response (TIGIR) #13

Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)

RT-Originator: johnmcd at ix.netcom.com

Auto-Submitted: auto-replied

To: johnmcd at ix.netcom.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:658)

[Fri Sep 10 19:57:30 2010] [debug]: Removing deferred recipients from Bcc:
line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:681)

[Fri Sep 10 19:57:30 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:690)

[Fri Sep 10 19:57:30 2010] [debug]: No recipients found for deferred
delivery on transaction #165
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:703)

[Fri Sep 10 19:57:30 2010] [info]:
<rt-3.8.8-8962-1284148650-1768.13-3-0 at XXXXX> #13/165 - Scrip 3 On Create
Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)

[Fri Sep 10 19:57:30 2010] [info]:
<rt-3.8.8-8962-1284148650-1768.13-3-0 at XXXXX> sent  To: johnmcd at ix.netcom.com
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:331)

[Fri Sep 10 19:57:30 2010] [debug]: About to think about scrips for
transaction #166 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)

[Fri Sep 10 19:57:30 2010] [debug]: Committing scrip #4 on txn #165 of
ticket #13 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)

[Fri Sep 10 19:57:30 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x8b9622c), id 165
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:635)

[Fri Sep 10 19:57:30 2010] [debug]: Working on mailfield To; recipients are
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:651)

[Fri Sep 10 19:57:30 2010] [debug]: Subject: [Threat Intelligence Group
Incident Response (TIGIR) #13] 

From: "TIG Administrator via RT" <>

Reply-To: 

In-Reply-To: 

References: <RT-Ticket-13 at XXXXX>

Message-ID: <rt-3.8.8-8962-1284148650-763.13-4-0 at XXXXX>

Precedence: bulk

X-RT-Loop-Prevention: Threat Intelligence Group Incident Response (TIGIR)

RT-Ticket: Threat Intelligence Group Incident Response (TIGIR) #13

Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)

RT-Originator: johnmcd at ix.netcom.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:658)

[Fri Sep 10 19:57:30 2010] [debug]: Removing deferred recipients from To:
line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:681)

[Fri Sep 10 19:57:30 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:690)

[Fri Sep 10 19:57:30 2010] [debug]: Working on mailfield Cc; recipients are
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:651)

[Fri Sep 10 19:57:30 2010] [debug]: Subject: [Threat Intelligence Group
Incident Response (TIGIR) #13] 

From: "TIG Administrator via RT" <>

Reply-To: 

In-Reply-To: 

References: <RT-Ticket-13 at XXXXX>

Message-ID: <rt-3.8.8-8962-1284148650-763.13-4-0 at XXXXX>

Precedence: bulk

X-RT-Loop-Prevention: Threat Intelligence Group Incident Response (TIGIR)

RT-Ticket: Threat Intelligence Group Incident Response (TIGIR) #13

Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)

RT-Originator: johnmcd at ix.netcom.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:658)

[Fri Sep 10 19:57:30 2010] [debug]: Removing deferred recipients from Cc:
line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:681)

[Fri Sep 10 19:57:30 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:690)

[Fri Sep 10 19:57:30 2010] [debug]: Working on mailfield Bcc; recipients are
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:651)

[Fri Sep 10 19:57:30 2010] [debug]: Subject: [Threat Intelligence Group
Incident Response (TIGIR) #13] 

From: "TIG Administrator via RT" <>

Reply-To: 

In-Reply-To: 

References: <RT-Ticket-13 at XXXXX>

Message-ID: <rt-3.8.8-8962-1284148650-763.13-4-0 at XXXXX>

Precedence: bulk

X-RT-Loop-Prevention: Threat Intelligence Group Incident Response (TIGIR)

RT-Ticket: Threat Intelligence Group Incident Response (TIGIR) #13

Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)

RT-Originator: johnmcd at ix.netcom.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:658)

[Fri Sep 10 19:57:30 2010] [debug]: Removing deferred recipients from Bcc:
line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:681)

[Fri Sep 10 19:57:30 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:690)

[Fri Sep 10 19:57:30 2010] [debug]: No recipients found for deferred
delivery on transaction #165
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:703)

[Fri Sep 10 19:57:30 2010] [info]:
<rt-3.8.8-8962-1284148650-763.13-4-0 at XXXXX> #13/165 - Scrip 4 On Create
Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)

[Fri Sep 10 19:57:30 2010] [info]:
<rt-3.8.8-8962-1284148650-763.13-4-0 at XXXXX> No recipients found. Not
sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)

[Fri Sep 10 19:57:30 2010] [debug]: Committing scrip #11 on txn #165 of
ticket #13 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)

[Fri Sep 10 19:57:30 2010] [info]: Ticket 13 created in queue 'TIG
Investigations' by tig_admin (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:671)

[Fri Sep 10 19:57:30 2010] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Create
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)

 

 

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From jesse at bestpractical.com  Fri Sep 10 21:34:25 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 10 Sep 2010 21:34:25 -0400
Subject: [rt-users] RT-Extension-Mobile Links/Dependencies
In-Reply-To: <4C8A5930.4080302@vianet.ca>
References: <4C8A5930.4080302@vianet.ca>
Message-ID: <20100911013425.GX15216@bestpractical.com>




On Fri, Sep 10, 2010 at 12:13:36PM -0400, Curtis Bruneau wrote:
> I was wondering if there was plans to convert the Links/dependent
> tickets to use the mobile URLs instead. I briefly checked out the
> code and it's using the main site's elements. It seems like it's a
> bit of work to convert due to a few files being used.

RT should automatically redirect you to the mobile ticket display when you get to a /Ticket/Display.html?id=... page
> 
> Curtis
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-- 


From nectar020 at gmail.com  Sat Sep 11 05:07:21 2010
From: nectar020 at gmail.com (nectar)
Date: Sat, 11 Sep 2010 17:07:21 +0800
Subject: [rt-users] How to get requestor Custom Fields data on Template
Message-ID: <AANLkTimN8iyKUGsjY5NYi2VaOOjEvs8DxmD_caXaUWA_@mail.gmail.com>

Sir

We can use {$Ticket->FirstCustomFieldValue('name')} to get custom
fileds which apply ticket, and use
{$Ticket->CreatorObj->FirstCustomFieldValue('InstantMessaging')} to
get custom fileds which belong creator, but sometimes, we created new
ticket for clients(for example, create a abuse ticket for client). How
to get requestor Custom Fields data? RequestorObj is not working.

Thanks,

--
LiuJia


From ruz at bestpractical.com  Sat Sep 11 12:26:42 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 11 Sep 2010 20:26:42 +0400
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 -> 3.8.8
In-Reply-To: <4C7E19CD.3060605@NLnetLabs.nl>
References: <4C767AC2.6040207@NLnetLabs.nl> <20100827170037.GE550@jibsheet.com>
	<4C7B84E9.3020907@NLnetLabs.nl>
	<AANLkTikcbg=S9TsJAGeMzJOLyRsDFF-_cQYqx=vfd2Y+@mail.gmail.com>
	<4C7E19CD.3060605@NLnetLabs.nl>
Message-ID: <AANLkTikS-MHExZRVX2ij0UpcwXKHD8S=YMdwcHK1y+KJ@mail.gmail.com>

Hi.

Either delete scrip or set stage to disabled.

01.09.2010 13:16 ???????????? "Benno Overeinder" <benno at nlnetlabs.nl>
???????:

Kenn,


On 8/30/10 6:27 PM, Kenneth Crocker wrote:
> Take a look at your log. The number for the scrip is a...
Thanks, I found the scrip triggering the empty action.  I had to go back
a bit in the history of the log file.  During "normal" operation the
scrip generated an error message that allowed me to pinpoint the
problem: empty action at On Create Autoreply To Requestors.

On one of the queues, we want to disable autoreply if a new ticket is
created by email.  Have to find another manner to disable this.
(Suggestions?)


Thanks,

-- Benno


-- 
Benno J. Overeinder
NLnet Labs
http://www.nlnetlabs.nl/

RT Training in Was...
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From ruz at bestpractical.com  Sat Sep 11 12:33:05 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 11 Sep 2010 20:33:05 +0400
Subject: [rt-users]
	=?utf-8?q?Antwort=3A_Re=3A_CLI_create_with_Custom_Fiel?=
	=?utf-8?q?ds_again_=5BAGES=3A_Viren_gepr=C3=BCft_!!=5D?=
In-Reply-To: <OFB467C6D8.1BC3FFBB-ONC1257791.0031E92B-C1257791.00320612@ages.de>
References: <20100827180252.GK550@jibsheet.com>
	<OFB467C6D8.1BC3FFBB-ONC1257791.0031E92B-C1257791.00320612@ages.de>
Message-ID: <AANLkTimbgFGYEpsrixzGRZCApDSWppBXm-hprHbRVD+2@mail.gmail.com>

Hi.

Test suite comes in t dir with RT tarball. It's a bunch of scripts. Look for
CLI, command and line words in file name.

01.09.2010 13:07 ???????????? <Ingo.Itter at ages.de> ???????:


Where can i find the test Suite ?

Please tell me the correct Link /URL to the Suite




 *Kevin Falcone <falcone at bestpractical.com>*
Gesendet von: rt-users-bounces at lists.bestpractical.com

27.08.2010 20:03
Bitte antworten an
rt-users at lists.bestpractical.com

  An
rt-users at lists.bestpractical.com
Kopie
  Thema
Re: [rt-users] CLI create with Custom Fields again [AGES: Viren gepr?ft !!]




There is also a large collection of examples in the test suite

-kevin

On Fri, Aug 27, 2010 at 01:50:52PM +0200, Torsten Brumm wrote:
>    Hi Ingo,
>    if i'm not 100% wrong, the cli is using the same methods like offline
edits and there you can
>    do:
>    ===Create-Ticket: ticket1
>    Queue: General
>    Subject: a subject
>    Status: new
>    Due: yyyy-mm-dd hh:mm:ss
>    Starts: yyyy-mm-dd hh:mm:ss
>    Started: yyyy-mm-dd hh:mm:ss
>    Resolved:
>    Owner: name
>    Requestor: mail
>    Cc: mail
>    AdminCc: mail
>    TimeWorked: value
>    TimeEstimated: value
>    TimeLeft: value
>    InitialPriority: value
>    FinalPriority: value
>    DependsOn: id
>    RefersTo: id
>    ReferredToBy: id
>    Children: id
>    DependedOnBy: id
>    Parents: id
>    CustomField-FieldName: Value
>    Content:
>    Some text content
>    ENDOFCONTENT
>    But not checked out at the moment, just drop a mail if you need more
help
>    Torsten from rainy town
>    2010/8/26 <[1]Ingo.Itter at ages.de>
>
>      Hello,
>
>      i searched the whole Mailinglist for a correct syntax to ceate a new
ticket via CLI with an
>      custom Field.
>      I try to create an Ticket with the CustomField named "Server" and the
value "FILESRV01"
>
>      Have anyone please an example for me ?
>
>      Thanks and Greetings from Germany
>
>      Ingo von Itter
>      Ratingen/Gemany
>
>      PS: Have anyone a link or documentation about RT in German ?
>      War ja nur ne Frage ....
>
>
 _______________________________________________________________________
>      Gesch*ftsf*hrer: Rolf Herzog, Thomas Benk
>      AGES Maut System GmbH & Co. KG
>      AG D*sseldorf HRA 14045, USt-IdNr.: DE 202525868
>      AGES International GmbH & Co. KG
>      AG D*sseldorf HRA 16636, USt-IdNr.: DE 813749831
>      AGES ETS GmbH
>      AG D*sseldorf HRB 55580, USt-IdNr.: DE 814789134
>
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
>
>    --
>    MFG
>
>    Torsten Brumm
>
>    [2]http://www.brumm.me
>    [3]http://www.elektrofeld.de
>
> References
>
>    Visible links
>    1. mailto:Ingo.Itter at ages.de
>    2. http://www.brumm.me/
>    3. http://www.elektrofeld.de/

>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
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From elacour at easter-eggs.com  Sat Sep 11 16:43:26 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Sat, 11 Sep 2010 22:43:26 +0200
Subject: [rt-users] How to get requestor Custom Fields data on Template
In-Reply-To: <AANLkTimN8iyKUGsjY5NYi2VaOOjEvs8DxmD_caXaUWA_@mail.gmail.com>
References: <AANLkTimN8iyKUGsjY5NYi2VaOOjEvs8DxmD_caXaUWA_@mail.gmail.com>
Message-ID: <20100911204326.GI29042@easter-eggs.com>

On Sat, Sep 11, 2010 at 05:07:21PM +0800, nectar wrote:
> Sir
> 
> We can use {$Ticket->FirstCustomFieldValue('name')} to get custom
> fileds which apply ticket, and use
> {$Ticket->CreatorObj->FirstCustomFieldValue('InstantMessaging')} to
> get custom fileds which belong creator, but sometimes, we created new
> ticket for clients(for example, create a abuse ticket for client). How
> to get requestor Custom Fields data? RequestorObj is not working.
> 

if you're working with only one requestor per ticket, you can user this:

$Ticket->Requestors->UserMembersObj->First->FirstCustomFieldValue('InstantMessaging')



From nectar020 at gmail.com  Sun Sep 12 06:00:16 2010
From: nectar020 at gmail.com (nectar)
Date: Sun, 12 Sep 2010 18:00:16 +0800
Subject: [rt-users] How to get requestor Custom Fields data on Template
In-Reply-To: <20100911204326.GI29042@easter-eggs.com>
References: <AANLkTimN8iyKUGsjY5NYi2VaOOjEvs8DxmD_caXaUWA_@mail.gmail.com>
	<20100911204326.GI29042@easter-eggs.com>
Message-ID: <AANLkTikPfXvM0xQJjuxw_bT9q6SwfqFek4nUNf_4RE51@mail.gmail.com>

Emmanuel,

Thanks, it works.

--
LiuJia

On Sun, Sep 12, 2010 at 4:43 AM, Emmanuel Lacour
<elacour at easter-eggs.com> wrote:
> On Sat, Sep 11, 2010 at 05:07:21PM +0800, nectar wrote:
>> Sir
>>
>> We can use {$Ticket->FirstCustomFieldValue('name')} to get custom
>> fileds which apply ticket, and use
>> {$Ticket->CreatorObj->FirstCustomFieldValue('InstantMessaging')} to
>> get custom fileds which belong creator, but sometimes, we created new
>> ticket for clients(for example, create a abuse ticket for client). How
>> to get requestor Custom Fields data? RequestorObj is not working.
>>
>
> if you're working with only one requestor per ticket, you can user this:
>
> $Ticket->Requestors->UserMembersObj->First->FirstCustomFieldValue('InstantMessaging')
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From jjacob17 at kent.edu  Sun Sep 12 20:47:02 2010
From: jjacob17 at kent.edu (JAIN JACOB)
Date: Sun, 12 Sep 2010 20:47:02 -0400
Subject: [rt-users] MyReminder for nobody
Message-ID: <AANLkTim+AL=nP9aVmi6ZHPnLzjng2HJxVXRvm_+XDf31@mail.gmail.com>

Hi,

I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.

I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run the
upgrade scripts. But when I login to RT on my reminder sections I'm seeing
reminders for 'nobody' along with the reminder that I have set.
Even non superusers get the same reminder section( reminder for nobody).
Could you please let me know why it is happening so?

Thank you for your help in advance.

Thanks,
Jain Jacob
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From justin.hayes at openbet.com  Mon Sep 13 04:33:38 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Mon, 13 Sep 2010 09:33:38 +0100
Subject: [rt-users] Slow Ticket History 3.8.8
In-Reply-To: <ADA7B4B349CE874CB1DC46B3590D524A0489330574@hex-ex01.internal.gxn.net>
References: <ADA7B4B349CE874CB1DC46B3590D524A026F7D84EC@hex-ex01.internal.gxn.net>
	<F9CB9069-B4C5-4B37-B15C-91E67C0FA080@openbet.com>
	<AANLkTimOUpx7fPVNx8HSK7gd7uuOc8+bEvQC-Q0Y+M=X@mail.gmail.com>
	<16AEF5BE-DA70-4F69-A360-B11CC0E92567@openbet.com> <E74935
	<20100909125020.GF20916@aart.is.rice.edu>
	<23F8A8D7-ACA2-4A37-996D-D5738358489F@openbet.com>
	<ADA7B4B349CE874CB1DC46B3590D524A0489330574@hex-ex01.internal.gxn.net>
Message-ID: <6418A8A4-FDBC-4275-BAD1-AF06E1D57D06@openbet.com>

Nope it's been doing this ever since upgrading to 3.8.8. Putting in those changes from Torsten made no difference.

Cheers,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com

On 9 Sep 2010, at 16:19, Raed El-Hames wrote:

> Justin;
> 
> You must have implemented the DEFLATE
> The deflate stops the incremental load not RT .. defalte works by compressing the page and sending the compressed page which the browser then decompress.
> 
> Roy
> 
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>> Sent: 09 September 2010 15:19
>> To: Kenneth Marshall
>> Cc: rt-users at lists.bestpractical.com Users
>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>> 
>> I actually liked the incremental page load, as I could read the start of
>> the ticket while the rest was loading, thus saving me a bit of time ;)
>> 
>> However this seems to have stopped since installing 3.8.8.....
>> 
>> Justin
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Support Manager
>> justin.hayes at openbet.com
>> 
>> On 9 Sep 2010, at 13:50, Kenneth Marshall wrote:
>> 
>>> One big win with enabling compression was that pages loaded in bigger
>>> pieces and you have less problems with users trying to type in an
>>> page that is unfinished with unpredictable results. With the DEFLATE
>>> on, the page all decompresses on the fast client instead of dribbling
>>> out from the server.
>>> 
>>> Cheers,
>>> Ken
>>> 
>>> On Thu, Sep 09, 2010 at 08:13:28AM +0100, Justin Hayes wrote:
>>>> Aren't those options just compressing the page to send out to the
>> browser and caching the output?
>>>> 
>>>> We're on an internal gigabit network so seems unlikely that would help.
>> All our time goes on the server actually building the page to send out I
>> think.
>>>> 
>>>> Can try it though :)
>>>> 
>>>> Justin
>>>> 
>>>> -------------------------------------------------
>>>> Justin Hayes
>>>> OpenBet Support Manager
>>>> justin.hayes at openbet.com
>>>> 
>>>> On 7 Sep 2010, at 12:45, Torsten Brumm wrote:
>>>> 
>>>>> Hi Justin,
>>>>> just created inside a RT Test VM (slow one with 500mb ram) a single
>> ticket with around 60 replies and some comments. Tested the speed with
>> different users
>>>>> 
>>>>> 1. root user to open this ticket: around 26 sec -> 870 single sql
>> queries in around 4 sec! (Queries: http://pastebin.com/7Yekfx2Y)
>>>>> 2. user with full access (take, own, modify etc): around same time and
>> queries like root (Queries: http://pastebin.com/U0HnPcJL)
>>>>> 3. user with less rights (no take, no own, only showticket, seequeue):
>> time around 15 sec and 600 sql queries in around 2 sec! (Queries:
>> http://pastebin.com/fXDHu6im)
>>>>> 
>>>>> After this the apache starts to render the page from the results and
>> push them to the browser. The page is for my few comments/replies already
>> 206KB without any apache optimizations
>>>>> 
>>>>> After adding:
>>>>> 
>>>>>       SetOutputFilter DEFLATE
>>>>>       SetEnvIfNoCase Request_URI \.(?:gif|jpe?g|png)$  no-gzip dont-
>> vary
>>>>>       SetEnvIfNoCase Request_URI \.pdf$ no-gzip dont-vary
>>>>>       ExpiresActive On
>>>>>       ExpiresByType text/css "A604800"
>>>>> 
>>>>>       ExpiresByType image/x-icon "A31536000"
>>>>>       ExpiresByType image/gif "A604800"
>>>>>       ExpiresByType image/jpg "A604800"
>>>>>       ExpiresByType image/jpeg "A604800"
>>>>> 
>>>>>       ExpiresByType image/png "A604800"
>>>>>       ExpiresByType application/x-javascript A3600
>>>>>       Header set Cache-Control "must-revalidate"
>>>>> to the rt vhost, the page load time goes down from 26 sec to 8 sec and
>> from 206 kb to 10kb
>>>>> 
>>>>> you should try.
>>>>> 
>>>>> Torsten
>>>>> 
>>>>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>>>>> Well we've captured the time for all the queries run for our long
>> ticket (which takes ~20secs to generate).
>>>>> 
>>>>> Total query time is 0.871493s
>>>>> 
>>>>> So it's not the DB.
>>>>> 
>>>>> Justin
>>>>> 
>>>>> -------------------------------------------------
>>>>> Justin Hayes
>>>>> OpenBet Support Manager
>>>>> justin.hayes at openbet.com
>>>>> 
>>>>> On 7 Sep 2010, at 11:13, Torsten Brumm wrote:
>>>>> 
>>>>>> Hi Justin,
>>>>>> just found this threat, sounds interessting.
>>>>>> 
>>>>>> What i read so far: You have 1 quad core system with 8GB RAM, running
>> both WEB and DB, correct?
>>>>>> 
>>>>>> Think you should follow Raed's hints first to log the queries
>> generated with RT
>>>>>> 
>>>>>>> In terms of debug; if you have not done this yet enable DBIx-
>> SearchBuilder StatementLog
>>>>>>> Set($StatementLog,?debug?);  in your etc/RT_SiteConfig.
>>>>>> I'm sure you will find some funny queries. Normally the Query Log of
>> default MySQL can only log queries taking longer than a second, but in
>> your case i think, you will have several much faster queries but in
>> summary they take longer - but you can't find in mysql-slow log.
>>>>>> 
>>>>>> Some more question regarding your hardware and setup.
>>>>>> 
>>>>>> 1. One Server / quad core (hyper threating) -> how many threats for
>> Mysql/Postgresql? / 8 GB Ram
>>>>>> 2. Hard Disk Setup? (logfiles and db storred on different HDD's? Any
>> I/O Problems?)
>>>>>> 3. RT Rights Setup, does the user performance is faster or slower
>> than the performance with root user?
>>>>>> 
>>>>>> Some more information?
>>>>>> 
>>>>>> We're running also a larger RT Instance with dedicated hardware for
>> DB and Webservers with no huge perferomance bottlenacks.
>>>>>> 
>>>>>> Tob
>>>>>> 
>>>>>> 2010/9/7 Justin Hayes <justin.hayes at openbet.com>
>>>>>> I *think* we're just CPU bound. Roy's webservers are 3.6ghz so quite
>> a bit faster than ours. We're going to try it on a faster server and that
>> should drop our times. Guess we just wanted to explore all avenues before
>> throwing hardware at the problem.
>> 
>>>>>> 
>>>>>> Justin
>>>>>> 
>>>>>> -------------------------------------------------
>>>>>> Justin Hayes
>>>>>> OpenBet Support Manager
>>>>>> justin.hayes at openbet.com
>>>>>> 
>>>>>> On 7 Sep 2010, at 10:30, Justin Hayes wrote:
>>>>>> 
>>>>>>> Tried Centos last night, and no difference at all.
>>>>>>> 
>>>>>>> -------------------------------------------------
>>>>>>> Justin Hayes
>>>>>>> OpenBet Support Manager
>>>>>>> justin.hayes at openbet.com
>>>>>>> 
>>>>>>> On 6 Sep 2010, at 20:49, Justin Hayes wrote:
>>>>>>> 
>>>>>>>> Hi Ruslan,
>>>>>>>> 
>>>>>>>> Sorry looks like I shrunk the image too much. The thing I find odd
>> is that there are others with similar hardware who don't get the problem.
>> It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom
>> of it first. I'm pretty much positive it's not a DB issue, as I've tried
>> different sizes of DB, tried postgres AND mysql etc. I don't think it's
>> apache as I've tried the built in webserver with RT and no change there
>> either.
>>>>>>>> 
>>>>>>>> Currently trying to install RT on Centos given that Roy (who has
>> kindly been helping me with details of his own setup) appears to have none
>> of the same problems on that OS. Perhaps perl is just slow on the 64bit
>> ubuntu we've currently got live.
>>>>>>>> 
>>>>>>>> No idea if it's going to have any effect though :(
>>>>>>>> 
>>>>>>>> Justin
>>>>>>>> 
>>>>>>>> -------------------------------------------------
>>>>>>>> Justin Hayes
>>>>>>>> OpenBet Support Manager
>>>>>>>> justin.hayes at openbet.com
>>>>>>>> 
>>>>>>>> On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
>>>>>>>> 
>>>>>>>>> Justin.
>>>>>>>>> 
>>>>>>>>> First of all, I can not read from the chart, but anyway history
>> rendering has been worked on in a new code branch. Probably this code will
>> be part of RT 3.10. Code at the moment is unstable, but eventually it wil
>> be faster then the current version.
>>>>>>>>> 
>>>>>>>>> On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes
>> <justin.hayes at openbet.com> wrote:
>>>>>>>>> So far we've tried installing RT on different hardware, both 32
>> and 64bit versions of linux. RT is still very slow for long tickets. All
>> the time is taken up by the perl/apache process maxing out a core of CPU.
>>>>>>>>> 
>>>>>>>>> We've even gone as far as trying to profile the code. We came up
>> with this graph of where the time was going:
>>>>>>>>> 
>>>>>>>>> <TIMING.png>
>>>>>>>>> We then tried to go further into those functions but can't find a
>> single smoking gun call that is taking all the time.
>>>>>>>>> 
>>>>>>>>> For example in a ticket that takes 22s to render approx 5 secs
>> goes on these 2 lines:
>>>>>>>>> 
>>>>>>>>> File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
>>>>>>>>> 
>>>>>>>>>      my @trans_attachments = grep { $_->TransactionId ==
>> $Transaction->Id } @attachments;
>>>>>>>>> 
>>>>>>>>>      grep { ($_->TransactionId == $Transaction->Id ) &&
>> ($trans_content->{$_->Id} = $_)  } @attachment_content;
>>>>>>>>> 
>>>>>>>>> Both are greps. Does this imply that perl itself is just slow?
>>>>>>>>> 
>>>>>>>>> IF so why would our perl be slow compared to other people's? We've
>> tried compiling it from source and that made no difference.
>>>>>>>>> 
>>>>>>>>> ATM we're at a bit of a loss....
>>>>>>>>> 
>>>>>>>>> Justin
>>>>>>>>> 
>>>>>>>>> -------------------------------------------------
>>>>>>>>> Justin Hayes
>>>>>>>>> OpenBet Support Manager
>>>>>>>>> justin.hayes at openbet.com
>>>>>>>>> 
>>>>>>>>> On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
>>>>>>>>> 
>>>>>>>>>> Justin,
>>>>>>>>>> 
>>>>>>>>>> Do you use Transaction custom fields, if you do n?t ; try and
>> comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
>>>>>>>>>> % if ( $Transaction->CustomFieldValues->Count ) {
>>>>>>>>>>     <& /Elements/ShowCustomFields, Object => $Transaction &>
>>>>>>>>>> % }
>>>>>>>>>> See if that improves things for you.
>>>>>>>>>> Some of our monitoring tickets can have up to 500 updates, such
>> tickets use to take up to 20s to load, once I commented out the above
>> lines, load time is now down to less than 5 seconds.
>>>>>>>>>> 
>>>>>>>>>> Regards;
>>>>>>>>>> Roy
>>>>>>>>>> 
>>>>>>>>>> 
>>>>>>>>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>> bounces at lists.bestpractical.com] On Behalf Of Justin Hayes
>>>>>>>>>> 
>>>>>>>>>> Sent: 01 July 2010 11:39
>>>>>>>>>> To: Kenneth Crocker
>>>>>>>>>> Cc: rt-users at lists.bestpractical.com
>>>>>>>>>> Subject: Re: [rt-users] Slow Ticket History 3.8.8
>>>>>>>>>> 
>>>>>>>>>> We do Kenneth, but most tickets don't have many file attachments,
>> so I assume that's not an issue?
>>>>>>>>>> 
>>>>>>>>>> Cheers,
>>>>>>>>>> 
>>>>>>>>>> Justin
>>>>>>>>>> 
>>>>>>>>>> -------------------------------------------------
>>>>>>>>>> Justin Hayes
>>>>>>>>>> OpenBet Support Manager
>>>>>>>>>> justin.hayes at openbet.com
>>>>>>>>>> 
>>>>>>>>>> On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
>>>>>>>>>> 
>>>>>>>>>> 
>>>>>>>>>> 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
>>>>>>>>>> 
>>>>>>>>>> 
>>>>>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media.
>>>>>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>>>>> 
>>>>>>>>> 
>>>>>>>>> 
>>>>>>>>> 
>>>>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>>>>> 
>>>>>>>>> 
>>>>>>>>> 
>>>>>>>>> --
>>>>>>>>> Best regards, Ruslan.
>>>>>>>> 
>>>>>>>> 
>>>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>>> 
>>>>>>> 
>>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>> 
>>>>>> 
>>>>>> 
>>>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>> 
>>>>>> 
>>>>>> 
>>>>>> --
>>>>>> MFG
>>>>>> 
>>>>>> Torsten Brumm
>>>>>> 
>>>>>> http://www.brumm.me
>>>>>> http://www.elektrofeld.de
>>>>> 
>>>>> 
>>>>> 
>>>>> 
>>>>> --
>>>>> MFG
>>>>> 
>>>>> Torsten Brumm
>>>>> 
>>>>> http://www.brumm.me
>>>>> http://www.elektrofeld.de
>>>> 
>>> 
>>>> 
>>>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!



From chrislist at de-punkt.de  Mon Sep 13 06:30:03 2010
From: chrislist at de-punkt.de (Christopher Kunz)
Date: Mon, 13 Sep 2010 12:30:03 +0200
Subject: [rt-users] Highest known ticket count?
Message-ID: <4C8DFD2B.3040808@de-punkt.de>

 Hi,

I was wondering what the highest known ticket count for any single (as
in: one server, no balancing/federation) RT installation is so far... Is
there any official info on this?

Regards,

--ck


From ronald.higgins at gmail.com  Mon Sep 13 06:37:43 2010
From: ronald.higgins at gmail.com (ronald higgins)
Date: Mon, 13 Sep 2010 12:37:43 +0200
Subject: [rt-users] Highest known ticket count?
In-Reply-To: <4C8DFD2B.3040808@de-punkt.de>
References: <4C8DFD2B.3040808@de-punkt.de>
Message-ID: <AANLkTikuB0CybRyf=QEc_3+rNTQC0ucUzho67x3Lihb+@mail.gmail.com>

Hi Christopher,

>From my side, +- 1.5 million tickets in the DB.
A lot of image attachments and the DB size is around 240GB.

We had some performance issues but partitioning the RT DB boosted the
performance.

Regards

Ronald

On Mon, Sep 13, 2010 at 12:30 PM, Christopher Kunz
<chrislist at de-punkt.de> wrote:
> ?Hi,
>
> I was wondering what the highest known ticket count for any single (as
> in: one server, no balancing/federation) RT installation is so far... Is
> there any official info on this?
>
> Regards,
>
> --ck
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From Avenger1 at atlas.sk  Mon Sep 13 07:04:41 2010
From: Avenger1 at atlas.sk (Miroslav Horvath)
Date: Mon, 13 Sep 2010 04:04:41 -0700 (PDT)
Subject: [rt-users]  Attachments missing in RESOLVED template
Message-ID: <29697019.post@talk.nabble.com>


Hello

We have RT 3.8.4 running. Our users are missing the functionality, that when
they put ticket to RESOLVED, writing some info into message field, and
adding some attachments there, then the requestor receive the email but
WITHOUT attachment. 

How we can change this ? 

Currently we have to make REPLY (with that attachment) and then hitting
Resolve, but that's 2 steps with 2 emails to the requestor, which can be
done by only one. 

BR, Miroslav
-- 
View this message in context: http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29697019.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From johan.sjoberg at deltamanagement.se  Mon Sep 13 07:21:30 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Mon, 13 Sep 2010 13:21:30 +0200
Subject: [rt-users] Attachments missing in RESOLVED template
In-Reply-To: <29697019.post@talk.nabble.com>
References: <29697019.post@talk.nabble.com>
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C1567B6BC82@WIN01.ad.deltamanagement.se>

Hi.

Normally, the resolve is done as a comment, and the requestor only gets a notification that the ticket is resolved. If you want to do it in one step, you can click Reply, change status to resolved and add the information that you want to send to the requestor. Alternatively, you can click Resolve, and change the update type to "Reply to requestors". You can probably change the default behavior some way, but I don't know how.

/Johan

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Miroslav Horvath
> Sent: den 13 september 2010 13:05
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Attachments missing in RESOLVED template
> 
> 
> Hello
> 
> We have RT 3.8.4 running. Our users are missing the functionality, that when
> they put ticket to RESOLVED, writing some info into message field, and
> adding some attachments there, then the requestor receive the email but
> WITHOUT attachment.
> 
> How we can change this ?
> 
> Currently we have to make REPLY (with that attachment) and then hitting
> Resolve, but that's 2 steps with 2 emails to the requestor, which can be
> done by only one.
> 
> BR, Miroslav
> --
> View this message in context: http://old.nabble.com/Attachments-missing-
> in-RESOLVED-template-tp29697019p29697019.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


From guadagnino.cristiano at creval.it  Mon Sep 13 09:22:16 2010
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Mon, 13 Sep 2010 15:22:16 +0200
Subject: [rt-users] Sphinx full-text search engine in RT
Message-ID: <E715467A47D6E0479B59B4A238A4F6D80B80BB2C6D@MBXCCR2.d1.bkd>

Hi all,
I just wanted to let everyone know that I have finished integrating the Sphinx search engine in our RT.

It is simply great: full-text searches on the whole RT db in just fractions of a second!

I am slowly documenting the whole thing on the RT wiki. You can find it by looking for "IntegratingSphinx". It is not yet complete though.

I hope it will be useful to somebody else.

Bye
Cris

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From justin.hayes at openbet.com  Mon Sep 13 09:51:17 2010
From: justin.hayes at openbet.com (Justin Hayes)
Date: Mon, 13 Sep 2010 14:51:17 +0100
Subject: [rt-users] Multiple instances of RT web -> 1 DB
Message-ID: <CFF0D377-E277-4178-9695-3EE18F54633B@openbet.com>

Is it ok to have multiple webservers running the front end for an RT instance all pointing at the same RT DB?

I assume it should be but just want confirmation first.

Thanks,

Justin

-------------------------------------------------
Justin Hayes
OpenBet Support Manager
justin.hayes at openbet.com



From javoskam at uwaterloo.ca  Mon Sep 13 09:54:47 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Mon, 13 Sep 2010 09:54:47 -0400
Subject: [rt-users] Multiple instances of RT web -> 1 DB
In-Reply-To: <CFF0D377-E277-4178-9695-3EE18F54633B@openbet.com>
References: <CFF0D377-E277-4178-9695-3EE18F54633B@openbet.com>
Message-ID: <4C8E2D27.8060306@uwaterloo.ca>

  On 09/13/2010 09:51 AM, Justin Hayes wrote:
> Is it ok to have multiple webservers running the front end for an RT instance all pointing at the same RT DB?
>
> I assume it should be but just want confirmation first.
>
> Thanks,
>
> Justin
Works just fine.  Makes an easy way to test changes and extensions that 
don't require DB changes.

Jeff


From PBarton at iesi.com  Mon Sep 13 10:14:25 2010
From: PBarton at iesi.com (Peter Barton)
Date: Mon, 13 Sep 2010 09:14:25 -0500
Subject: [rt-users] RT-Extension-LDAPImport
In-Reply-To: <F81756C3921F504D9469B59C2E884FB7125E4CEA@exch-iesi.iesicorp.tf.prv>
References: <4C8A1350.7030209@ipfn.ist.utl.pt>
	<F81756C3921F504D9469B59C2E884FB7125E4CEA@exch-iesi.iesicorp.tf.prv>
Message-ID: <F81756C3921F504D9469B59C2E884FB712699326@exch-iesi.iesicorp.tf.prv>

Anyone have any ideas on this one?

----------
Peter Barton


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peter
Barton
Sent: Friday, September 10, 2010 8:08 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] RT-Extension-LDAPImport

I have had some really good luck integrating our Active Directory users
into RT.  However, I was wondering if I could use LDAPImport to import
from multiple domains?  My Company expands by acquisition and we end up
having multiple AD Domains out there.  Since we set the configuration
for LDAPImport in RT_SiteConfig.pm I was wondering if I could put
multiple locations to poll from?

Thanks,

----------
Peter Barton

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From falcone at bestpractical.com  Mon Sep 13 10:34:32 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 10:34:32 -0400
Subject: [rt-users] RT-Extension-LDAPImport
In-Reply-To: <F81756C3921F504D9469B59C2E884FB712699326@exch-iesi.iesicorp.tf.prv>
References: <4C8A1350.7030209@ipfn.ist.utl.pt>
	<F81756C3921F504D9469B59C2E884FB7125E4CEA@exch-iesi.iesicorp.tf.prv>
	<F81756C3921F504D9469B59C2E884FB712699326@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100913143432.GJ550@jibsheet.com>

On Mon, Sep 13, 2010 at 09:14:25AM -0500, Peter Barton wrote:
> Anyone have any ideas on this one?

You really should wait more than a single business day before bumping
a question.

This is not currently a feature of LDAPImport.  It is on the
todo list, but I have no idea when the feature will be worked on.

-kevin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peter
> Barton
> Sent: Friday, September 10, 2010 8:08 AM
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] RT-Extension-LDAPImport
> 
> I have had some really good luck integrating our Active Directory users
> into RT.  However, I was wondering if I could use LDAPImport to import
> from multiple domains?  My Company expands by acquisition and we end up
> having multiple AD Domains out there.  Since we set the configuration
> for LDAPImport in RT_SiteConfig.pm I was wondering if I could put
> multiple locations to poll from?
> 
> Thanks,
> 
> ----------
> Peter Barton
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Mon Sep 13 10:35:19 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 10:35:19 -0400
Subject: [rt-users] Questions on customizing RTIR fields
In-Reply-To: <019f01cb4c7d$57349d40$059dd7c0$@netcom.com>
References: <019f01cb4c7d$57349d40$059dd7c0$@netcom.com>
Message-ID: <20100913143519.GK550@jibsheet.com>

On Sat, Sep 04, 2010 at 06:05:52PM -0400, John McDonald wrote:
>    Hi all,
> 
> 
> 
>    I'm new to RTIR, but a friend of mine asked me to help him set it up to use at his small
>    company, and for a few beers I agreed. I haven't touched Linux/Apache/perl/etc. for about 5
>    years, so I'm kind of rusty. I downloaded Ground Tactics RT VMware player image, which is
>    running RT 3.8.7, Apache2 w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I made a few tweaks and
>    installed the latest RTIR over top of that (2.4.4). Everything seems to be running fine, and
>    now I want to customize some of the fields RTIR uses to better align it with how he works.
> 
> 
> 
>    The first thing I need do it remove the `SLA' option, since he's the lone security guy in the
>    company and SLAs don't really apply. I went into Configuration->Queues->Incident
>    Report->Ticket Custom Fields and selected the SLA field and hit submit. Now when I go to
>    create an incident report the SLA selection box is gone, but the label `SLA:' is still
>    displayed on the page between `Constituency' and `Customer'. How can I get rid of the label?
> 
> 
> 
>    He'd also like me to change the names of some of the fields - e.g. change `How Reported' to
>    `Trigger', etc. (his request, not mine). How can I change just the label for a custom field?

There was a bunch of work on supporting changes to CFs in the 2.5
branch, but I don't believe those have trickled down to 2.4 as of yet.

-kevin
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From falcone at bestpractical.com  Mon Sep 13 10:40:31 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 10:40:31 -0400
Subject: [rt-users] Adding the name of the user entering a comment in
 the web interface to the template that is used to send an email to CCs
In-Reply-To: <4C87F661.1010904@netsandbox.de>
References: <EF0C586D23D99843932A2CBB139CB46433D3BECE@EXCHNV01.mpifix.com>
	<4C87E511.9020000@netsandbox.de>
	<EF0C586D23D99843932A2CBB139CB46433D3BFB7@EXCHNV01.mpifix.com>
	<4C87F661.1010904@netsandbox.de>
Message-ID: <20100913144031.GL550@jibsheet.com>

On Wed, Sep 08, 2010 at 10:47:29PM +0200, Christian Loos wrote:
> You can take a look in the wiki or in this files:
> lib/RT/Ticket.pm
> lib/RT/Ticket_Overlay.pm
> lib/RT/Transaction.pm
> lib/RT/Transaction_Overlay.pm

Or, docs/templates.pod which tells you what variables are available

> Am 08.09.2010 22:40, schrieb Matthew Larsen:
> > Thank you for this.  That's what I was looking for.
> > 
> > This comes back to me trying to get familiar with the documentation.  Could you point me to where I can find in the documentation a description of these $Transaction->, $Ticket->, etc objects, or is there a way to explore them by other means?
> > 
> > ML
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Mon Sep 13 10:48:03 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 10:48:03 -0400
Subject: [rt-users] RT log has Group Error
In-Reply-To: <AANLkTik2S7WG4QUB1hjdMECN86dBZL16TGmMQ3vQRaLn@mail.gmail.com>
References: <AANLkTik2S7WG4QUB1hjdMECN86dBZL16TGmMQ3vQRaLn@mail.gmail.com>
Message-ID: <20100913144803.GM550@jibsheet.com>

On Wed, Sep 08, 2010 at 03:54:56PM -0700, Kenneth Crocker wrote:
>    To List,
> 
>    I'm getting an error on my log file that I don't understand.
> 
>    [Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an argument that isn't an
>    RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
> 
>    Does anyone know how this error is specifically generated? Like, was it trying to send an
>    email to someone that doesn't exist in the User Table?
> 
>    I'll dig for it, but a little direction here would suffice for me to dig in the right
>    direction.

It is nearly impossible to say without more context and RT version,
but there was a bug fixed in 3.8.8 where some uses of SimpleSearch
would cause an invalid Privileged check

-kevin
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From falcone at bestpractical.com  Mon Sep 13 10:52:23 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 10:52:23 -0400
Subject: [rt-users] Displaying actual OtherRecipients of a transaction
 in email sent to all recipients
In-Reply-To: <4C88F824.5010603@summersault.com>
References: <4C88F824.5010603@summersault.com>
Message-ID: <20100913145223.GN550@jibsheet.com>

On Thu, Sep 09, 2010 at 11:07:16AM -0400, Chris Hardie wrote:
> 
> Hi.  I'm trying to find a way to display the "Other Recipients" of a
> transaction in the headers of the email message generated to everyone
> involved - Requestors, CCs, and Other Recipients.
> 
> So, if I reply to a ticket and type in an address in the "CC" field of
> the reply form, but don't actually add that recipient as a CC to the
> ticket, I still want everyone getting the reply to see everyone else who
> received it.
> 
> Another way to say this is that I'm looking for a third behavior for the
> $UseFriendlyToLine config option - instead of "blank" or "Friendly Text"
> I want to actually display the addresses being e-mailed in the To/CC
> header fields (but just for one queue).

It sounds like you want to collapse your scrips so that Notify
Requestors, Ccs and Other Recipients happens all in one action.
We don't recommend that you send to AdminCcs and Requestors at the
same time.

Otherwise, you could certainly add a note to the outgoing mail by
writing some code in your template to examine RT-Send-Cc

-kevin
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From falcone at bestpractical.com  Mon Sep 13 11:29:06 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 11:29:06 -0400
Subject: [rt-users] Prevent "Could not load a valid user" email to
 invalid requestor
In-Reply-To: <4C890C4C.5090908@ufl.edu>
References: <4C890C4C.5090908@ufl.edu>
Message-ID: <20100913152906.GO550@jibsheet.com>

On Thu, Sep 09, 2010 at 12:33:16PM -0400, Bill Kuntz wrote:
> We limit ticket creation to uses that are in the RT database.  When
> someone who is not in the system sends an email, they get the "Could not
> load valid user" message back.  Additionally the admin user gets the
> same message.
> 
> We do not want the user to get the message.  99.9% of the time it is
> spam with a forged from address.
> 
> Can we just copy Email.pm to the local tree, and comment out the
> following bit of code, or is there an easier way?

You want to copy *only* the subroutine you're overriding to
Email_Local.pm in the local tree and edit it.

We've debated ways to make this more configurable, but nothing has
made it to trunk.

-kevin

>     # Also notify the requestor that his request has been dropped.
>     if ($args{'Requestor'} ne RT->Config->Get('OwnerEmail')) {
>     MailError(
>         To          => $args{'Requestor'},
>         Subject     => "Could not load a valid user",
>         Explanation => <<EOT,
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
> 
> EOT
>         MIMEObj  => $args{'Message'},
>         LogLevel => 'error'
>     );
> 
> Thanks,
> Bill
> 
> -- 
> 
> Bill Kuntz
> FCLA Open Systems Group
> (352) 392-9020 x 242
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Mon Sep 13 11:35:12 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 11:35:12 -0400
Subject: [rt-users] Can't display web page after ticket create
In-Reply-To: <029101cb5124$67ccd220$37667660$@netcom.com>
References: <029101cb5124$67ccd220$37667660$@netcom.com>
Message-ID: <20100913153512.GP550@jibsheet.com>

On Fri, Sep 10, 2010 at 04:11:50PM -0400, John McDonald wrote:
>    Hi all,
> 
> 
> 
>    I was playing around with RTIR, but it was more complicated than I needed so I decided to
>    stick with RT and just create a custom queue. I created the queue (`TIG Investigations') and
>    added a couple of custom fields. I then went to the Create a New Ticket page for the queue,
>    filled out all of the fields (except the emails - I don't have any of that set up) and hit
>    `Create'. It paused for a few seconds and then the browser displayed a `Cannot display the
>    webpage' error. I tried it with both IE & Firefox with the same results. I went back to the RT
>    home page and the ticket had been successfully created.

Try disabling the Friendly Errors in IE and Firefox so you can tell
what the real problem is.  Most likely, you've failed to configure
some part of RT_SiteConfig.pm and RT is directing you somewhere
invalid.

-kevin
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From falcone at bestpractical.com  Mon Sep 13 11:38:31 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 11:38:31 -0400
Subject: [rt-users] MyReminder for nobody
In-Reply-To: <AANLkTim+AL=nP9aVmi6ZHPnLzjng2HJxVXRvm_+XDf31@mail.gmail.com>
References: <AANLkTim+AL=nP9aVmi6ZHPnLzjng2HJxVXRvm_+XDf31@mail.gmail.com>
Message-ID: <20100913153831.GQ550@jibsheet.com>

On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
>    Hi,
>    I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
>    I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run the upgrade scripts. But
>    when I login to RT on my reminder sections I'm seeing reminders for 'nobody' along with the
>    reminder that I have set.
>    Even non superusers get the same reminder section( reminder for nobody). Could you please let

MyReminders has searched for

$reminders->FromSQL('(Owner = "Nobody" OR Owner = "'.$session{'CurrentUser'}->Name.'")'

for a long time

-kevin
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From kfcrocker at lbl.gov  Mon Sep 13 12:06:00 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 13 Sep 2010 09:06:00 -0700
Subject: [rt-users] RT log has Group Error
In-Reply-To: <20100913144803.GM550@jibsheet.com>
References: <AANLkTik2S7WG4QUB1hjdMECN86dBZL16TGmMQ3vQRaLn@mail.gmail.com>
	<20100913144803.GM550@jibsheet.com>
Message-ID: <AANLkTikkYTsUn8i7epwV==xrQ7WKDTqFHmmuBPzcu8J_@mail.gmail.com>

Kevin,

Yea. I was looking thru the list of fixes in 3.8.8 and found one that
sounded an awful lot like what I'm getting. I think I'll wait for 3.10 and
go with that one. Thanks.

Kenn

On Mon, Sep 13, 2010 at 7:48 AM, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Wed, Sep 08, 2010 at 03:54:56PM -0700, Kenneth Crocker wrote:
> >    To List,
> >
> >    I'm getting an error on my log file that I don't understand.
> >
> >    [Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an
> argument that isn't an
> >    RT::Principal or id. It's (undefined)
> (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
> >
> >    Does anyone know how this error is specifically generated? Like, was
> it trying to send an
> >    email to someone that doesn't exist in the User Table?
> >
> >    I'll dig for it, but a little direction here would suffice for me to
> dig in the right
> >    direction.
>
> It is nearly impossible to say without more context and RT version,
> but there was a bug fixed in 3.8.8 where some uses of SimpleSearch
> would cause an invalid Privileged check
>
> -kevin
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From jnarins at seniorbridge.com  Mon Sep 13 12:10:11 2010
From: jnarins at seniorbridge.com (Josh Narins)
Date: Mon, 13 Sep 2010 12:10:11 -0400
Subject: [rt-users] RT log has Group Error
In-Reply-To: <AANLkTikkYTsUn8i7epwV==xrQ7WKDTqFHmmuBPzcu8J_@mail.gmail.com>
References: <AANLkTik2S7WG4QUB1hjdMECN86dBZL16TGmMQ3vQRaLn@mail.gmail.com>
	<20100913144803.GM550@jibsheet.com>
	<AANLkTikkYTsUn8i7epwV==xrQ7WKDTqFHmmuBPzcu8J_@mail.gmail.com>
Message-ID: <F61EA32D7A6A79478142BA12E77AEE832643DECB1D@MS3.nyc.seniorbridgeinternal.com>

Um, I think Kevin was saying it was fixed in 3.8.8, so you could use that.



Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins at seniorbridge.com
seniorbridge.com<http://www.seniorbridge.com/>

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

________________________________
SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Monday, September 13, 2010 12:06 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT log has Group Error

Kevin,

Yea. I was looking thru the list of fixes in 3.8.8 and found one that sounded an awful lot like what I'm getting. I think I'll wait for 3.10 and go with that one. Thanks.

Kenn
On Mon, Sep 13, 2010 at 7:48 AM, Kevin Falcone <falcone at bestpractical.com<mailto:falcone at bestpractical.com>> wrote:
On Wed, Sep 08, 2010 at 03:54:56PM -0700, Kenneth Crocker wrote:
>    To List,
>
>    I'm getting an error on my log file that I don't understand.
>
>    [Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an argument that isn't an
>    RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
>
>    Does anyone know how this error is specifically generated? Like, was it trying to send an
>    email to someone that doesn't exist in the User Table?
>
>    I'll dig for it, but a little direction here would suffice for me to dig in the right
>    direction.
It is nearly impossible to say without more context and RT version,
but there was a bug fixed in 3.8.8 where some uses of SimpleSearch
would cause an invalid Privileged check

-kevin


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

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From johnmcd at ix.netcom.com  Mon Sep 13 12:32:51 2010
From: johnmcd at ix.netcom.com (John McDonald)
Date: Mon, 13 Sep 2010 12:32:51 -0400
Subject: [rt-users] Questions on customizing RTIR fields
In-Reply-To: <20100913143519.GK550@jibsheet.com>
References: <019f01cb4c7d$57349d40$059dd7c0$@netcom.com>
	<20100913143519.GK550@jibsheet.com>
Message-ID: <00ba01cb5361$4f590bc0$ee0b2340$@netcom.com>

Gotcha - thanx.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, September 13, 2010 10:35 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Questions on customizing RTIR fields

On Sat, Sep 04, 2010 at 06:05:52PM -0400, John McDonald wrote:
>    Hi all,
> 
> 
> 
>    I'm new to RTIR, but a friend of mine asked me to help him set it up to
use at his small
>    company, and for a few beers I agreed. I haven't touched
Linux/Apache/perl/etc. for about 5
>    years, so I'm kind of rusty. I downloaded Ground Tactics RT VMware
player image, which is
>    running RT 3.8.7, Apache2 w/mod_perl2, Ubuntu 8.0.4 and MySQL 5.0.51. I
made a few tweaks and
>    installed the latest RTIR over top of that (2.4.4). Everything seems to
be running fine, and
>    now I want to customize some of the fields RTIR uses to better align it
with how he works.
> 
> 
> 
>    The first thing I need do it remove the `SLA' option, since he's the
lone security guy in the
>    company and SLAs don't really apply. I went into
Configuration->Queues->Incident
>    Report->Ticket Custom Fields and selected the SLA field and hit submit.
Now when I go to
>    create an incident report the SLA selection box is gone, but the label
`SLA:' is still
>    displayed on the page between `Constituency' and `Customer'. How can I
get rid of the label?
> 
> 
> 
>    He'd also like me to change the names of some of the fields - e.g.
change `How Reported' to
>    `Trigger', etc. (his request, not mine). How can I change just the
label for a custom field?

There was a bunch of work on supporting changes to CFs in the 2.5 branch,
but I don't believe those have trickled down to 2.4 as of yet.

-kevin



From johnmcd at ix.netcom.com  Mon Sep 13 12:32:51 2010
From: johnmcd at ix.netcom.com (John McDonald)
Date: Mon, 13 Sep 2010 12:32:51 -0400
Subject: [rt-users] Can't display web page after ticket create
In-Reply-To: <20100913153512.GP550@jibsheet.com>
References: <029101cb5124$67ccd220$37667660$@netcom.com>
	<20100913153512.GP550@jibsheet.com>
Message-ID: <00b901cb5361$4f309c30$ed91d490$@netcom.com>

Yep - that was it. I had set WebDomain to 'localhost' and it didn't like
that. I had to hardcode the IP address since I'm not currently set up as a
domain (still in testing with a local VM).

Than.

John

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, September 13, 2010 11:35 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Can't display web page after ticket create

On Fri, Sep 10, 2010 at 04:11:50PM -0400, John McDonald wrote:
>    Hi all,
> 
> 
> 
>    I was playing around with RTIR, but it was more complicated than I
needed so I decided to
>    stick with RT and just create a custom queue. I created the queue (`TIG
Investigations') and
>    added a couple of custom fields. I then went to the Create a New Ticket
page for the queue,
>    filled out all of the fields (except the emails - I don't have any of
that set up) and hit
>    `Create'. It paused for a few seconds and then the browser displayed a
`Cannot display the
>    webpage' error. I tried it with both IE & Firefox with the same
results. I went back to the RT
>    home page and the ticket had been successfully created.

Try disabling the Friendly Errors in IE and Firefox so you can tell what the
real problem is.  Most likely, you've failed to configure some part of
RT_SiteConfig.pm and RT is directing you somewhere invalid.

-kevin



From paul.crovella at gmail.com  Mon Sep 13 12:42:47 2010
From: paul.crovella at gmail.com (Paul)
Date: Mon, 13 Sep 2010 09:42:47 -0700
Subject: [rt-users] MyReminder for nobody
In-Reply-To: <20100913153831.GQ550@jibsheet.com>
References: <AANLkTim+AL=nP9aVmi6ZHPnLzjng2HJxVXRvm_+XDf31@mail.gmail.com>
	<20100913153831.GQ550@jibsheet.com>
Message-ID: <4C8E5487.2010501@gmail.com>

On 09/13/2010 08:38 AM, Kevin Falcone wrote:
> On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
>>    Hi,
>>    I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
>>    I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run the upgrade scripts. But
>>    when I login to RT on my reminder sections I'm seeing reminders for 'nobody' along with the
>>    reminder that I have set.
>>    Even non superusers get the same reminder section( reminder for nobody). Could you please let
> 
> MyReminders has searched for
> 
> $reminders->FromSQL('(Owner = "Nobody" OR Owner = "'.$session{'CurrentUser'}->Name.'")'
> 
> for a long time
> 
> -kevin

Jain, this bugged me too. Easy fix is to copy
/path/to/rt/share/html/Elements/MyReminders to
/path/to/rt/local/html/Elements/MyReminders and remove the 'Owner =
"Nobody" OR ' chunk.

Not sure why Nobody's reminders are shown by default. My only guess is
so there'd be an easy way to remind or notify everyone of something.
Around here, though, people would just miss setting an owner and end up
confusing the rest of us.

Cheers,
Paul


From change+lists.rt at nightwind.net  Mon Sep 13 12:43:41 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Mon, 13 Sep 2010 09:43:41 -0700
Subject: [rt-users] ExternalAuth and multiple LDAP servers
Message-ID: <1284396221.1887.1394769325@webmail.messagingengine.com>

We have a few AD servers that I'd like ExternalAuth to try (in case one
is down).  What would the format be for the 'server' string to refer to
multiple LDAP servers, or is the correct way to set up multiple complete
LDAP sections under $ExternalSettings?


From ruz at bestpractical.com  Mon Sep 13 13:02:30 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Mon, 13 Sep 2010 21:02:30 +0400
Subject: [rt-users] ExternalAuth and multiple LDAP servers
In-Reply-To: <1284396221.1887.1394769325@webmail.messagingengine.com>
References: <1284396221.1887.1394769325@webmail.messagingengine.com>
Message-ID: <AANLkTi=tLpY8yQGOBDuk6rf+AS539CrNsnZCVp8t1JZo@mail.gmail.com>

Hi.

I believe ExternalAuth extension allows you to describe multiple sources.
You name them differently and list them in order they should be checked. So
I think support of two or more ldap servers should work just fine.

13.09.2010 20:44 ???????????? "Nick Kartsioukas" <
change+lists.rt at nightwind.net <change%2Blists.rt at nightwind.net>> ???????:

We have a few AD servers that I'd like ExternalAuth to try (in case one
is down).  What would the format be for the 'server' string to refer to
multiple LDAP servers, or is the correct way to set up multiple complete
LDAP sections under $ExternalSettings?

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
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From kfcrocker at lbl.gov  Mon Sep 13 13:38:54 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 13 Sep 2010 10:38:54 -0700
Subject: [rt-users] Need help with RT-SQL on days calculation
Message-ID: <AANLkTik58L-0nb4QatHC2C=0P=aCOuMm=RRJfGwLkc7H@mail.gmail.com>

To list,

I've been to the wiki and did some googling but no joy. Most likely my
inexperience with both.

I'm trying to run a query in RT that will give me all "open" tickets that
are due within the next 30 days. Simple enough, but I can't seem to get the
syntax right. I have:

(  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
days). I've tried variations of 'Today' and no joy.

Help please?

Thanks.

Kenn
LBNL
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From ktm at rice.edu  Mon Sep 13 13:47:11 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 13 Sep 2010 12:47:11 -0500
Subject: [rt-users] Need help with RT-SQL on days calculation
In-Reply-To: <AANLkTik58L-0nb4QatHC2C=0P=aCOuMm=RRJfGwLkc7H@mail.gmail.com>
References: <AANLkTik58L-0nb4QatHC2C=0P=aCOuMm=RRJfGwLkc7H@mail.gmail.com>
Message-ID: <20100913174711.GC27825@aart.is.rice.edu>

On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
> To list,
> 
> I've been to the wiki and did some googling but no joy. Most likely my
> inexperience with both.
> 
> I'm trying to run a query in RT that will give me all "open" tickets that
> are due within the next 30 days. Simple enough, but I can't seem to get the
> syntax right. I have:
> 
> (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
> days). I've tried variations of 'Today' and no joy.
> 
> Help please?
> 
> Thanks.
> 
> Kenn
> LBNL

What about something like:

Due < '30 days from now'
AND Due > 'today'

with the additional list of statuses?

Regards,
Ken


From ktm at rice.edu  Mon Sep 13 13:55:14 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 13 Sep 2010 12:55:14 -0500
Subject: [rt-users] Need help with RT-SQL on days calculation
In-Reply-To: <20100913174711.GC27825@aart.is.rice.edu>
References: <AANLkTik58L-0nb4QatHC2C=0P=aCOuMm=RRJfGwLkc7H@mail.gmail.com>
	<20100913174711.GC27825@aart.is.rice.edu>
Message-ID: <20100913175514.GD27825@aart.is.rice.edu>

That should also be:

Due > '1 day ago'

and not:

Due > 'today'

Ken

On Mon, Sep 13, 2010 at 12:47:11PM -0500, Kenneth Marshall wrote:
> On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
> > To list,
> > 
> > I've been to the wiki and did some googling but no joy. Most likely my
> > inexperience with both.
> > 
> > I'm trying to run a query in RT that will give me all "open" tickets that
> > are due within the next 30 days. Simple enough, but I can't seem to get the
> > syntax right. I have:
> > 
> > (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
> > days). I've tried variations of 'Today' and no joy.
> > 
> > Help please?
> > 
> > Thanks.
> > 
> > Kenn
> > LBNL
> 
> What about something like:
> 
> Due < '30 days from now'
> AND Due > 'today'
> 
> with the additional list of statuses?
> 
> Regards,
> Ken
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 


From paul.crovella at gmail.com  Mon Sep 13 13:59:44 2010
From: paul.crovella at gmail.com (Paul)
Date: Mon, 13 Sep 2010 10:59:44 -0700
Subject: [rt-users] Need help with RT-SQL on days calculation
In-Reply-To: <20100913175514.GD27825@aart.is.rice.edu>
References: <AANLkTik58L-0nb4QatHC2C=0P=aCOuMm=RRJfGwLkc7H@mail.gmail.com>	<20100913174711.GC27825@aart.is.rice.edu>
	<20100913175514.GD27825@aart.is.rice.edu>
Message-ID: <4C8E6690.1090201@gmail.com>

or:

Due > '1970-01-02'

(if you're interested in overdue tickets as well)

Cheers,
Paul

On 09/13/2010 10:55 AM, Kenneth Marshall wrote:
> That should also be:
> 
> Due > '1 day ago'
> 
> and not:
> 
> Due > 'today'
> 
> Ken
> 
> On Mon, Sep 13, 2010 at 12:47:11PM -0500, Kenneth Marshall wrote:
>> On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
>>> To list,
>>>
>>> I've been to the wiki and did some googling but no joy. Most likely my
>>> inexperience with both.
>>>
>>> I'm trying to run a query in RT that will give me all "open" tickets that
>>> are due within the next 30 days. Simple enough, but I can't seem to get the
>>> syntax right. I have:
>>>
>>> (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today + 30
>>> days). I've tried variations of 'Today' and no joy.
>>>
>>> Help please?
>>>
>>> Thanks.
>>>
>>> Kenn
>>> LBNL
>>
>> What about something like:
>>
>> Due < '30 days from now'
>> AND Due > 'today'
>>
>> with the additional list of statuses?
>>
>> Regards,
>> Ken
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



From kfcrocker at lbl.gov  Mon Sep 13 14:15:10 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 13 Sep 2010 11:15:10 -0700
Subject: [rt-users] Need help with RT-SQL on days calculation
In-Reply-To: <20100913175514.GD27825@aart.is.rice.edu>
References: <AANLkTik58L-0nb4QatHC2C=0P=aCOuMm=RRJfGwLkc7H@mail.gmail.com>
	<20100913174711.GC27825@aart.is.rice.edu>
	<20100913175514.GD27825@aart.is.rice.edu>
Message-ID: <AANLkTimV21nYydB5=i1wsVokn8bhqthvZM1RAhXTuBJy@mail.gmail.com>

Kenneth, All,

Thanks. That did it. I see my problem was using parenthesis and not using
quotes.

Thanks again.

Kenn
LBNL



On Mon, Sep 13, 2010 at 10:55 AM, Kenneth Marshall <ktm at rice.edu> wrote:

> That should also be:
>
> Due > '1 day ago'
>
> and not:
>
> Due > 'today'
>
> Ken
>
> On Mon, Sep 13, 2010 at 12:47:11PM -0500, Kenneth Marshall wrote:
> > On Mon, Sep 13, 2010 at 10:38:54AM -0700, Kenneth Crocker wrote:
> > > To list,
> > >
> > > I've been to the wiki and did some googling but no joy. Most likely my
> > > inexperience with both.
> > >
> > > I'm trying to run a query in RT that will give me all "open" tickets
> that
> > > are due within the next 30 days. Simple enough, but I can't seem to get
> the
> > > syntax right. I have:
> > >
> > > (  Status != 'resolved' AND Status != 'rejected' ) AND Due < (today +
> 30
> > > days). I've tried variations of 'Today' and no joy.
> > >
> > > Help please?
> > >
> > > Thanks.
> > >
> > > Kenn
> > > LBNL
> >
> > What about something like:
> >
> > Due < '30 days from now'
> > AND Due > 'today'
> >
> > with the additional list of statuses?
> >
> > Regards,
> > Ken
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
> >
>
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From val at polyakov.me  Mon Sep 13 14:41:41 2010
From: val at polyakov.me (Val Polyakov)
Date: Mon, 13 Sep 2010 14:41:41 -0400
Subject: [rt-users] rt 3.8.8 issue with CSS
Message-ID: <629453ff826cb72b52a994c8f3ea6073.squirrel@yoda.im>

Hello,

I have a fresh install of rt-3.8.8 on RHEL5

when I go to http://serverIP/ticket   ("/ticket" is aliased in apache
configs to /opt/rt3/share/html, which is where the RT is installed) I get
the login screen, but alasa, with no CSS. so it looks ugly..

I don't see any errors at all in apache's access_log and error_log (no
404s or anything)

I see that I do, indeed, have CSS:

[root at curt css]# pwd
/opt/rt3/share/html/NoAuth/css
[root at curt css]# ls -l
total 28
drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.4-compat
drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.5-default
-rw-r--r-- 1 root bin 2390 Sep  7 12:34 autohandler
drwxr-xr-x 2 root bin 4096 Sep  7 12:34 base
-rw-r--r-- 1 root bin 2649 Sep  7 12:34 dhandler
-rw-r--r-- 1 root bin 3043 Sep  7 12:34 print.css
drwxr-xr-x 3 root bin 4096 Sep  7 12:34 web2
[root at curt css]#

nothing's weird about the install, SELinux is disabled, etc..


any ideas?



From kfcrocker at lbl.gov  Mon Sep 13 15:26:11 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 13 Sep 2010 12:26:11 -0700
Subject: [rt-users] MyReminder for nobody
In-Reply-To: <4C8E5487.2010501@gmail.com>
References: <AANLkTim+AL=nP9aVmi6ZHPnLzjng2HJxVXRvm_+XDf31@mail.gmail.com>
	<20100913153831.GQ550@jibsheet.com> <4C8E5487.2010501@gmail.com>
Message-ID: <AANLkTi=7z04L5V4_rrOvTRnAUAErr14M=7smSXuf+aaG@mail.gmail.com>

Jain, Paul,

I don't create reminders that are owned by "Nobody" so I don't have that
problem. Do either of you have scrips that automatically create reminders?

Kenn
LBNL

On Mon, Sep 13, 2010 at 9:42 AM, Paul <paul.crovella at gmail.com> wrote:

> On 09/13/2010 08:38 AM, Kevin Falcone wrote:
> > On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
> >>    Hi,
> >>    I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
> >>    I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run
> the upgrade scripts. But
> >>    when I login to RT on my reminder sections I'm seeing reminders for
> 'nobody' along with the
> >>    reminder that I have set.
> >>    Even non superusers get the same reminder section( reminder for
> nobody). Could you please let
> >
> > MyReminders has searched for
> >
> > $reminders->FromSQL('(Owner = "Nobody" OR Owner =
> "'.$session{'CurrentUser'}->Name.'")'
> >
> > for a long time
> >
> > -kevin
>
> Jain, this bugged me too. Easy fix is to copy
> /path/to/rt/share/html/Elements/MyReminders to
> /path/to/rt/local/html/Elements/MyReminders and remove the 'Owner =
> "Nobody" OR ' chunk.
>
> Not sure why Nobody's reminders are shown by default. My only guess is
> so there'd be an easy way to remind or notify everyone of something.
> Around here, though, people would just miss setting an owner and end up
> confusing the rest of us.
>
> Cheers,
> Paul
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From paul.crovella at gmail.com  Mon Sep 13 15:42:46 2010
From: paul.crovella at gmail.com (Paul)
Date: Mon, 13 Sep 2010 12:42:46 -0700
Subject: [rt-users] MyReminder for nobody
In-Reply-To: <AANLkTi=7z04L5V4_rrOvTRnAUAErr14M=7smSXuf+aaG@mail.gmail.com>
References: <AANLkTim+AL=nP9aVmi6ZHPnLzjng2HJxVXRvm_+XDf31@mail.gmail.com>	<20100913153831.GQ550@jibsheet.com>
	<4C8E5487.2010501@gmail.com>
	<AANLkTi=7z04L5V4_rrOvTRnAUAErr14M=7smSXuf+aaG@mail.gmail.com>
Message-ID: <4C8E7EB6.10906@gmail.com>

None here.

Cheers,
Paul

On 09/13/2010 12:26 PM, Kenneth Crocker wrote:
> Jain, Paul,
> 
> I don't create reminders that are owned by "Nobody" so I don't have that
> problem. Do either of you have scrips that automatically create reminders?
> 
> Kenn
> LBNL
> 
> On Mon, Sep 13, 2010 at 9:42 AM, Paul <paul.crovella at gmail.com> wrote:
> 
>> On 09/13/2010 08:38 AM, Kevin Falcone wrote:
>>> On Sun, Sep 12, 2010 at 08:47:02PM -0400, JAIN JACOB wrote:
>>>>    Hi,
>>>>    I'm using RT 3.8.8 on RED HAT LINUX 5.0 with apache 2.0.
>>>>    I have moved the RT database from RT 3.6.5 to RT 3.8.8 and has run
>> the upgrade scripts. But
>>>>    when I login to RT on my reminder sections I'm seeing reminders for
>> 'nobody' along with the
>>>>    reminder that I have set.
>>>>    Even non superusers get the same reminder section( reminder for
>> nobody). Could you please let
>>>
>>> MyReminders has searched for
>>>
>>> $reminders->FromSQL('(Owner = "Nobody" OR Owner =
>> "'.$session{'CurrentUser'}->Name.'")'
>>>
>>> for a long time
>>>
>>> -kevin
>>
>> Jain, this bugged me too. Easy fix is to copy
>> /path/to/rt/share/html/Elements/MyReminders to
>> /path/to/rt/local/html/Elements/MyReminders and remove the 'Owner =
>> "Nobody" OR ' chunk.
>>
>> Not sure why Nobody's reminders are shown by default. My only guess is
>> so there'd be an easy way to remind or notify everyone of something.
>> Around here, though, people would just miss setting an owner and end up
>> confusing the rest of us.
>>
>> Cheers,
>> Paul
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
> 
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



From val at polyakov.me  Mon Sep 13 15:52:14 2010
From: val at polyakov.me (Val Polyakov)
Date: Mon, 13 Sep 2010 15:52:14 -0400
Subject: [rt-users] rt 3.8.8 issue with CSS
In-Reply-To: <629453ff826cb72b52a994c8f3ea6073.squirrel@yoda.im>
References: <629453ff826cb72b52a994c8f3ea6073.squirrel@yoda.im>
Message-ID: <fc2c305c592d0c9761959304e99667b3.squirrel@yoda.im>

Also, thought it might be a good idea to attach my RT_SiteConfig.pm ...

And this:

[root at curt conf.d]# cat rt3.conf
Alias /ticket "/opt/rt3/share/html"

PerlRequire /opt/rt3/bin/webmux.pl

<Directory "/opt/rt3/share/html">
  AllowOverride All
  Options ExecCGI FollowSymlinks
  RewriteEngine On
  RedirectMatch permanent (.*)/$ $1/index.html
  AddDefaultCharset UTF-8
  SetHandler perl-script
  PerlHandler RT::Mason
</Directory>
[root at curt conf.d]#

Any help is highly appreciated, this is sort of urgent :/

> Hello,
>
> I have a fresh install of rt-3.8.8 on RHEL5
>
> when I go to http://serverIP/ticket   ("/ticket" is aliased in apache
> configs to /opt/rt3/share/html, which is where the RT is installed) I get
> the login screen, but alasa, with no CSS. so it looks ugly..
>
> I don't see any errors at all in apache's access_log and error_log (no
> 404s or anything)
>
> I see that I do, indeed, have CSS:
>
> [root at curt css]# pwd
> /opt/rt3/share/html/NoAuth/css
> [root at curt css]# ls -l
> total 28
> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.4-compat
> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.5-default
> -rw-r--r-- 1 root bin 2390 Sep  7 12:34 autohandler
> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 base
> -rw-r--r-- 1 root bin 2649 Sep  7 12:34 dhandler
> -rw-r--r-- 1 root bin 3043 Sep  7 12:34 print.css
> drwxr-xr-x 3 root bin 4096 Sep  7 12:34 web2
> [root at curt css]#
>
> nothing's weird about the install, SELinux is disabled, etc..
>
>
> any ideas?
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From maillist at konsoletek.com  Mon Sep 13 16:23:14 2010
From: maillist at konsoletek.com (Jon Davis)
Date: Mon, 13 Sep 2010 13:23:14 -0700
Subject: [rt-users] WebExternalAuth not working at all
Message-ID: <AANLkTikd5uS7s0O8OCb3J3FKWYRru6z_ONHQJfppPbsd@mail.gmail.com>

I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to use WebExternalAuth for authentication since I
have my Apache install talking to OpenDS (LDAP).

I have the following config in my RT_SiteConfig.pm
Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 0);
#Set($WebExternalGecos , 0);
Set($WebExternalAuto , 1);
#Set($AutoCreate, {Privileged => 1});
#Set($WebExternalAuthContinuous, 1);

Apache prompts me for a password, and authenticates me.  In the Apache logs
[1], it shows my username... but RT keeps dumping me back  to the login
screen.  I'd presum seeting WebFallBackToInteralAuth to zero or indef to
make that NOT happen.  I'm at my wits end trying to figure out what is going
on, why it wont authenticate from apache and why it gives me a login screen
even though it isn't supposed to.  I've tried every variation of fiddling
with the configs and I just dont know where to find the debug information
nessiary to fix this.

Please, any help would be GREATLY appreciated
-Jon

[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/ HTTP/1.1"
200 2212 "-" "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US;
rv:1.9.1.6) Gecko/20091201 Firefox/3.5.6"
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From mmcgrath at carthage.edu  Mon Sep 13 16:35:55 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Mon, 13 Sep 2010 15:35:55 -0500
Subject: [rt-users] Concatenate two LDAP fields into one RT field
Message-ID: <AANLkTimQzrdD-q=t6tJHmwZVAeaPNZVHqnmgNR4PaVPD@mail.gmail.com>

Hi All -

In a bit of a bind here.  External authentication is working fine -- we are
a Novell shop.  Right now we have the givenName field which holds a users
first name, and the sn field which holds the users last name.  RT has the
RealName field which I would like to populate with both givenName and sn so
I can have the users full name.

Right now we basically have the LDAP uid (first initial last name) field
populating a lot of the RT fields...so, we don't really know the first name
of users -- which kind of sucks.

Here is the code from my RT_SiteConfig.pm:

'attr_match_list'           => [    'Name',
                                            'EmailAddress',
                                            'RealName',
                                       ],
# The mapping of RT attributes on to LDAP attributes
'attr_map'                  =>  {   'Name' => 'uid',
                                          'RealName' => 'uid',
                                          'ExternalAuthId' => 'uid',
                                          'Gecos' => 'uid',
                                          'NickName' => 'carthageNameID',
                                        }

Is there anything within the RT_SiteConfig file I could do to get a First
Name Last Name population in the RealName field?

Thanks!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From val at polyakov.me  Mon Sep 13 16:42:22 2010
From: val at polyakov.me (Val Polyakov)
Date: Mon, 13 Sep 2010 16:42:22 -0400
Subject: [rt-users] rt 3.8.8 issue with CSS
In-Reply-To: <fc2c305c592d0c9761959304e99667b3.squirrel@yoda.im>
References: <629453ff826cb72b52a994c8f3ea6073.squirrel@yoda.im>
	<fc2c305c592d0c9761959304e99667b3.squirrel@yoda.im>
Message-ID: <2e70b6a6551da22503f13b6c7bc395df.squirrel@yoda.im>

another update:

when I go to http://myServer/ticket/NoAuth/css/index.html this is what I get:

Error during compilation of /opt/rt3/share/html/NoAuth/css/dhandler: Can't
locate CSS/Squish.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib /opt/rt3/lib
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67] [CSS/Squish.pm:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [CSS/Squish.pm:67] BEGIN failed--compilation
aborted at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [/opt/rt3/share/html/NoAuth/css/dhandler:67]

however:

[root at curt ~]# perl -MCPAN -e 'install CSS::Squish'
CPAN: Storable loaded ok
Going to read /home/vpolya/.cpan/Metadata
  Database was generated on Mon, 13 Sep 2010 11:30:52 GMT
CSS::Squish is up to date.
[root at curt ~]#


this is probably the source of my CSS issue..   why cant it find it, while
CPAN claims its installed? :/


> Also, thought it might be a good idea to attach my RT_SiteConfig.pm ...
>
> And this:
>
> [root at curt conf.d]# cat rt3.conf
> Alias /ticket "/opt/rt3/share/html"
>
> PerlRequire /opt/rt3/bin/webmux.pl
>
> <Directory "/opt/rt3/share/html">
>   AllowOverride All
>   Options ExecCGI FollowSymlinks
>   RewriteEngine On
>   RedirectMatch permanent (.*)/$ $1/index.html
>   AddDefaultCharset UTF-8
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Directory>
> [root at curt conf.d]#
>
> Any help is highly appreciated, this is sort of urgent :/
>
>> Hello,
>>
>> I have a fresh install of rt-3.8.8 on RHEL5
>>
>> when I go to http://serverIP/ticket   ("/ticket" is aliased in apache
>> configs to /opt/rt3/share/html, which is where the RT is installed) I
>> get
>> the login screen, but alasa, with no CSS. so it looks ugly..
>>
>> I don't see any errors at all in apache's access_log and error_log (no
>> 404s or anything)
>>
>> I see that I do, indeed, have CSS:
>>
>> [root at curt css]# pwd
>> /opt/rt3/share/html/NoAuth/css
>> [root at curt css]# ls -l
>> total 28
>> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.4-compat
>> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 3.5-default
>> -rw-r--r-- 1 root bin 2390 Sep  7 12:34 autohandler
>> drwxr-xr-x 2 root bin 4096 Sep  7 12:34 base
>> -rw-r--r-- 1 root bin 2649 Sep  7 12:34 dhandler
>> -rw-r--r-- 1 root bin 3043 Sep  7 12:34 print.css
>> drwxr-xr-x 3 root bin 4096 Sep  7 12:34 web2
>> [root at curt css]#
>>
>> nothing's weird about the install, SELinux is disabled, etc..
>>
>>
>> any ideas?
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>




From PBarton at iesi.com  Mon Sep 13 16:55:36 2010
From: PBarton at iesi.com (Peter Barton)
Date: Mon, 13 Sep 2010 15:55:36 -0500
Subject: [rt-users] WebExternalAuth not working at all
In-Reply-To: <AANLkTikd5uS7s0O8OCb3J3FKWYRru6z_ONHQJfppPbsd@mail.gmail.com>
References: <AANLkTikd5uS7s0O8OCb3J3FKWYRru6z_ONHQJfppPbsd@mail.gmail.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB712699B70@exch-iesi.iesicorp.tf.prv>

Have you setup Auth Priority?

 

Set($ExternalAuthPriority,  [       'My_LDAP', 'My_LDAP2'
]);



And info priority?

 

Set($ExternalInfoPriority,  [         'My_LDAP', 'My_LDAP2'
]);

 

 

 

----------

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Davis
Sent: Monday, September 13, 2010 3:23 PM
To: rt-users
Subject: [rt-users] WebExternalAuth not working at all

 

I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to use WebExternalAuth for authentication since
I have my Apache install talking to OpenDS (LDAP).

I have the following config in my RT_SiteConfig.pm
Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , 0);
#Set($WebExternalGecos , 0);
Set($WebExternalAuto , 1);
#Set($AutoCreate, {Privileged => 1});
#Set($WebExternalAuthContinuous, 1);


Apache prompts me for a password, and authenticates me.  In the Apache
logs [1], it shows my username... but RT keeps dumping me back  to the
login screen.  I'd presum seeting WebFallBackToInteralAuth to zero or
indef to make that NOT happen.  I'm at my wits end trying to figure out
what is going on, why it wont authenticate from apache and why it gives
me a login screen even though it isn't supposed to.  I've tried every
variation of fiddling with the configs and I just dont know where to
find the debug information nessiary to fix this.

Please, any help would be GREATLY appreciated
-Jon

[1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
HTTP/1.1" 200 2212 "-" "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6;
en-US; rv:1.9.1.6) Gecko/20091201 Firefox/3.5.6"

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From falcone at bestpractical.com  Mon Sep 13 17:17:00 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 13 Sep 2010 17:17:00 -0400
Subject: [rt-users] WebExternalAuth not working at all
In-Reply-To: <F81756C3921F504D9469B59C2E884FB712699B70@exch-iesi.iesicorp.tf.prv>
References: <AANLkTikd5uS7s0O8OCb3J3FKWYRru6z_ONHQJfppPbsd@mail.gmail.com>
	<F81756C3921F504D9469B59C2E884FB712699B70@exch-iesi.iesicorp.tf.prv>
Message-ID: <20100913211700.GR550@jibsheet.com>

On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
>    Have you setup Auth Priority?

Peter -

RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth

Jon -

If you're still seeing an RT login screen with
WebFallbackToInternalAuth set to 0, then something wrong is happening,
since that setting disables chunks of the Login element

My guess would be that using the speedycgi interface (which really
isn't widely used) is causing REMOTE_USER not to be propagated
properly.

-kevin

>    Set($ExternalAuthPriority,  [       'My_LDAP', 'My_LDAP2'               ]);
>    And info priority?
>    Set($ExternalInfoPriority,  [         'My_LDAP', 'My_LDAP2'               ]);
> 
>    From: rt-users-bounces at lists.bestpractical.com
>    [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon Davis
>    Sent: Monday, September 13, 2010 3:23 PM
>    To: rt-users
>    Subject: [rt-users] WebExternalAuth not working at all
> 
> 
> 
>    I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 & SpeedyCGI.  I am trying to
>    use WebExternalAuth for authentication since I have my Apache install talking to OpenDS
>    (LDAP).
> 
>    I have the following config in my RT_SiteConfig.pm
>    Set($WebExternalAuth , 1);
>    Set($WebFallbackToInternalAuth , 0);
>    #Set($WebExternalGecos , 0);
>    Set($WebExternalAuto , 1);
>    #Set($AutoCreate, {Privileged => 1});
>    #Set($WebExternalAuthContinuous, 1);
> 
>    Apache prompts me for a password, and authenticates me.  In the Apache logs [1], it shows my
>    username... but RT keeps dumping me back  to the login screen.  I'd presum seeting
>    WebFallBackToInteralAuth to zero or indef to make that NOT happen.  I'm at my wits end trying
>    to figure out what is going on, why it wont authenticate from apache and why it gives me a
>    login screen even though it isn't supposed to.  I've tried every variation of fiddling with
>    the configs and I just dont know where to find the debug information nessiary to fix this.
> 
>    Please, any help would be GREATLY appreciated
>    -Jon
> 
>    [1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/ HTTP/1.1" 200 2212 "-"
>    "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6) Gecko/20091201
>    Firefox/3.5.6"
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From PBarton at iesi.com  Mon Sep 13 17:23:36 2010
From: PBarton at iesi.com (Peter Barton)
Date: Mon, 13 Sep 2010 16:23:36 -0500
Subject: [rt-users] WebExternalAuth not working at all
In-Reply-To: <20100913211700.GR550@jibsheet.com>
References: <AANLkTikd5uS7s0O8OCb3J3FKWYRru6z_ONHQJfppPbsd@mail.gmail.com><F81756C3921F504D9469B59C2E884FB712699B70@exch-iesi.iesicorp.tf.prv>
	<20100913211700.GR550@jibsheet.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB712699BE8@exch-iesi.iesicorp.tf.prv>

Sorry, I have RT::Authen::ExternalAuth on the brain.  I have been
working with it for the past two weeks straight.

----------
Peter Barton


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Monday, September 13, 2010 4:17 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] WebExternalAuth not working at all

On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
>    Have you setup Auth Priority?

Peter -

RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth

Jon -

If you're still seeing an RT login screen with WebFallbackToInternalAuth
set to 0, then something wrong is happening, since that setting disables
chunks of the Login element

My guess would be that using the speedycgi interface (which really isn't
widely used) is causing REMOTE_USER not to be propagated properly.

-kevin

>    Set($ExternalAuthPriority,  [       'My_LDAP', 'My_LDAP2'
]);
>    And info priority?
>    Set($ExternalInfoPriority,  [         'My_LDAP', 'My_LDAP2'
]);
> 
>    From: rt-users-bounces at lists.bestpractical.com
>    [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon
Davis
>    Sent: Monday, September 13, 2010 3:23 PM
>    To: rt-users
>    Subject: [rt-users] WebExternalAuth not working at all
> 
> 
> 
>    I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
SpeedyCGI.  I am trying to
>    use WebExternalAuth for authentication since I have my Apache
install talking to OpenDS
>    (LDAP).
> 
>    I have the following config in my RT_SiteConfig.pm
>    Set($WebExternalAuth , 1);
>    Set($WebFallbackToInternalAuth , 0);
>    #Set($WebExternalGecos , 0);
>    Set($WebExternalAuto , 1);
>    #Set($AutoCreate, {Privileged => 1});
>    #Set($WebExternalAuthContinuous, 1);
> 
>    Apache prompts me for a password, and authenticates me.  In the
Apache logs [1], it shows my
>    username... but RT keeps dumping me back  to the login screen.  I'd
presum seeting
>    WebFallBackToInteralAuth to zero or indef to make that NOT happen.
I'm at my wits end trying
>    to figure out what is going on, why it wont authenticate from
apache and why it gives me a
>    login screen even though it isn't supposed to.  I've tried every
variation of fiddling with
>    the configs and I just dont know where to find the debug
information nessiary to fix this.
> 
>    Please, any help would be GREATLY appreciated
>    -Jon
> 
>    [1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
HTTP/1.1" 200 2212 "-"
>    "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6)
Gecko/20091201
>    Firefox/3.5.6"


From maillist at konsoletek.com  Mon Sep 13 17:26:52 2010
From: maillist at konsoletek.com (Jon Davis)
Date: Mon, 13 Sep 2010 14:26:52 -0700
Subject: [rt-users] WebExternalAuth not working at all
In-Reply-To: <20100913211700.GR550@jibsheet.com>
References: <AANLkTikd5uS7s0O8OCb3J3FKWYRru6z_ONHQJfppPbsd@mail.gmail.com>
	<F81756C3921F504D9469B59C2E884FB712699B70@exch-iesi.iesicorp.tf.prv>
	<20100913211700.GR550@jibsheet.com>
Message-ID: <AANLkTikPp2kkbyMASbotVh5rR421mJiQrkbR-a7Wi4S2@mail.gmail.com>

Ok, so my guess was right, loginscreen = bad.  So whats the recommended
interface?

-Jon

On Mon, Sep 13, 2010 at 14:17, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
> >    Have you setup Auth Priority?
>
> Peter -
>
> RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth
>
> Jon -
>
> If you're still seeing an RT login screen with
> WebFallbackToInternalAuth set to 0, then something wrong is happening,
> since that setting disables chunks of the Login element
>
> My guess would be that using the speedycgi interface (which really
> isn't widely used) is causing REMOTE_USER not to be propagated
> properly.
>
> -kevin
>
> >    Set($ExternalAuthPriority,  [       'My_LDAP', 'My_LDAP2'
>   ]);
> >    And info priority?
> >    Set($ExternalInfoPriority,  [         'My_LDAP', 'My_LDAP2'
>     ]);
> >
> >    From: rt-users-bounces at lists.bestpractical.com
> >    [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon
> Davis
> >    Sent: Monday, September 13, 2010 3:23 PM
> >    To: rt-users
> >    Subject: [rt-users] WebExternalAuth not working at all
> >
> >
> >
> >    I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
> SpeedyCGI.  I am trying to
> >    use WebExternalAuth for authentication since I have my Apache install
> talking to OpenDS
> >    (LDAP).
> >
> >    I have the following config in my RT_SiteConfig.pm
> >    Set($WebExternalAuth , 1);
> >    Set($WebFallbackToInternalAuth , 0);
> >    #Set($WebExternalGecos , 0);
> >    Set($WebExternalAuto , 1);
> >    #Set($AutoCreate, {Privileged => 1});
> >    #Set($WebExternalAuthContinuous, 1);
> >
> >    Apache prompts me for a password, and authenticates me.  In the Apache
> logs [1], it shows my
> >    username... but RT keeps dumping me back  to the login screen.  I'd
> presum seeting
> >    WebFallBackToInteralAuth to zero or indef to make that NOT happen.
>  I'm at my wits end trying
> >    to figure out what is going on, why it wont authenticate from apache
> and why it gives me a
> >    login screen even though it isn't supposed to.  I've tried every
> variation of fiddling with
> >    the configs and I just dont know where to find the debug information
> nessiary to fix this.
> >
> >    Please, any help would be GREATLY appreciated
> >    -Jon
> >
> >    [1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
> HTTP/1.1" 200 2212 "-"
> >    "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6)
> Gecko/20091201
> >    Firefox/3.5.6"
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From maillist at konsoletek.com  Mon Sep 13 18:22:58 2010
From: maillist at konsoletek.com (Jon Davis)
Date: Mon, 13 Sep 2010 15:22:58 -0700
Subject: [rt-users] WebExternalAuth not working at all
In-Reply-To: <AANLkTikPp2kkbyMASbotVh5rR421mJiQrkbR-a7Wi4S2@mail.gmail.com>
References: <AANLkTikd5uS7s0O8OCb3J3FKWYRru6z_ONHQJfppPbsd@mail.gmail.com>
	<F81756C3921F504D9469B59C2E884FB712699B70@exch-iesi.iesicorp.tf.prv>
	<20100913211700.GR550@jibsheet.com>
	<AANLkTikPp2kkbyMASbotVh5rR421mJiQrkbR-a7Wi4S2@mail.gmail.com>
Message-ID: <AANLkTim3rwifYzNVUE6y_kxS=RHkWDjZ=T+j5-1QOhB6@mail.gmail.com>

Just as a follow up.  I tried another interface at random (modperl2).... and
it works.  The system no longer prompts me for a username/password. I go
directly into the application.  If I turn off the authentication, I end up
at an RT login screen w/o a username or password field (so.... more or less
what I expect).

So if you want to use $WebExternalAuth - don't use SpeedyCGI

-Jon

On Mon, Sep 13, 2010 at 14:26, Jon Davis <maillist at konsoletek.com> wrote:

> Ok, so my guess was right, loginscreen = bad.  So whats the recommended
> interface?
>
> -Jon
>
> On Mon, Sep 13, 2010 at 14:17, Kevin Falcone <falcone at bestpractical.com>wrote:
>
>> On Mon, Sep 13, 2010 at 03:55:36PM -0500, Peter Barton wrote:
>> >    Have you setup Auth Priority?
>>
>> Peter -
>>
>> RT's WebExternalAuth is not the same as RT::Authen::ExternalAuth
>>
>> Jon -
>>
>> If you're still seeing an RT login screen with
>> WebFallbackToInternalAuth set to 0, then something wrong is happening,
>> since that setting disables chunks of the Login element
>>
>> My guess would be that using the speedycgi interface (which really
>> isn't widely used) is causing REMOTE_USER not to be propagated
>> properly.
>>
>> -kevin
>>
>> >    Set($ExternalAuthPriority,  [       'My_LDAP', 'My_LDAP2'
>>   ]);
>> >    And info priority?
>> >    Set($ExternalInfoPriority,  [         'My_LDAP', 'My_LDAP2'
>>     ]);
>> >
>> >    From: rt-users-bounces at lists.bestpractical.com
>> >    [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jon
>> Davis
>> >    Sent: Monday, September 13, 2010 3:23 PM
>> >    To: rt-users
>> >    Subject: [rt-users] WebExternalAuth not working at all
>> >
>> >
>> >
>> >    I'm currently running RT 3.8.7 under Ubuntu 10.04 with Apache 2 &
>> SpeedyCGI.  I am trying to
>> >    use WebExternalAuth for authentication since I have my Apache install
>> talking to OpenDS
>> >    (LDAP).
>> >
>> >    I have the following config in my RT_SiteConfig.pm
>> >    Set($WebExternalAuth , 1);
>> >    Set($WebFallbackToInternalAuth , 0);
>> >    #Set($WebExternalGecos , 0);
>> >    Set($WebExternalAuto , 1);
>> >    #Set($AutoCreate, {Privileged => 1});
>> >    #Set($WebExternalAuthContinuous, 1);
>> >
>> >    Apache prompts me for a password, and authenticates me.  In the
>> Apache logs [1], it shows my
>> >    username... but RT keeps dumping me back  to the login screen.  I'd
>> presum seeting
>> >    WebFallBackToInteralAuth to zero or indef to make that NOT happen.
>>  I'm at my wits end trying
>> >    to figure out what is going on, why it wont authenticate from apache
>> and why it gives me a
>> >    login screen even though it isn't supposed to.  I've tried every
>> variation of fiddling with
>> >    the configs and I just dont know where to find the debug information
>> nessiary to fix this.
>> >
>> >    Please, any help would be GREATLY appreciated
>> >    -Jon
>> >
>> >    [1] 192.168.38.170 - jdavis [13/Sep/2010:12:56:59 -0700] "GET /rt/
>> HTTP/1.1" 200 2212 "-"
>> >    "Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.6; en-US; rv:1.9.1.6)
>> Gecko/20091201
>> >    Firefox/3.5.6"
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
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From rt-users at richardharman.com  Tue Sep 14 00:10:43 2010
From: rt-users at richardharman.com (Richard Harman)
Date: Tue, 14 Sep 2010 00:10:43 -0400
Subject: [rt-users] RTx-AttachmentZip - download ticket attachments as a zip
Message-ID: <4C8EF5C3.9020508@richardharman.com>

I just uploaded the first release of RTx-AttachmentZip to github at
http://github.com/warewolf/rt-extension-attachmentzip

It tweaks the ShowAttachments mason component add 'Download attachments
as a zip archive | Current | All |'.

I also just uploaded it to CPAN, so in a few days you should be able to
run 'CPAN -i RTx::AttachmentZip'

Enjoy

-- 
Richard G Harman Jr <me+nospam at richardharman.com>



From Avenger1 at atlas.sk  Tue Sep 14 03:27:44 2010
From: Avenger1 at atlas.sk (Miroslav Horvath)
Date: Tue, 14 Sep 2010 00:27:44 -0700 (PDT)
Subject: [rt-users] Attachments missing in RESOLVED template
In-Reply-To: <B08F3F3D67451844A7A8A029FCC71E4C1567B6BC82@WIN01.ad.deltamanagement.se>
References: <29697019.post@talk.nabble.com>
	<B08F3F3D67451844A7A8A029FCC71E4C1567B6BC82@WIN01.ad.deltamanagement.se>
Message-ID: <29705877.post@talk.nabble.com>


thanks, but this doesnt help. We don't want to teach 300 people, that when
they need to send some file within Resolved, they have to change something.
And other thing, for RESOLVED template we have another text message as for
REPLY. 
-- 
View this message in context: http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29705877.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.



From johan.sjoberg at deltamanagement.se  Tue Sep 14 03:31:26 2010
From: johan.sjoberg at deltamanagement.se (=?iso-8859-1?Q?Johan_Sj=F6berg?=)
Date: Tue, 14 Sep 2010 09:31:26 +0200
Subject: [rt-users] Attachments missing in RESOLVED template
In-Reply-To: <29705877.post@talk.nabble.com>
References: <29697019.post@talk.nabble.com>
	<B08F3F3D67451844A7A8A029FCC71E4C1567B6BC82@WIN01.ad.deltamanagement.se>
	<29705877.post@talk.nabble.com>
Message-ID: <B08F3F3D67451844A7A8A029FCC71E4C156E4C66D8@WIN01.ad.deltamanagement.se>

Do you want to change so that all resolve messages are sent to the requestor? In that case you can use http://wiki.bestpractical.com/view/ResolveSendsReply

/Johan

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miroslav Horvath
Sent: den 14 september 2010 09:28
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Attachments missing in RESOLVED template


thanks, but this doesnt help. We don't want to teach 300 people, that when they need to send some file within Resolved, they have to change something.
And other thing, for RESOLVED template we have another text message as for REPLY. 
--
View this message in context: http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29705877.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From peceka at gmail.com  Tue Sep 14 07:01:07 2010
From: peceka at gmail.com (peceka)
Date: Tue, 14 Sep 2010 13:01:07 +0200
Subject: [rt-users] can i see all tickets posted by my group?
Message-ID: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>

Hi,

if there is a possibility to see all tickets which were created by
members of group which i belong too?
i tried to search such option in group rights but couldn't find.

please help me with resolving this problem.

TIA,
p.


From ktm at rice.edu  Tue Sep 14 08:47:53 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 14 Sep 2010 07:47:53 -0500
Subject: [rt-users] can i see all tickets posted by my group?
In-Reply-To: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
References: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
Message-ID: <20100914124753.GH27825@aart.is.rice.edu>

I believe you will need to enumerate the members of your
group in your query.

Cheers,
Ken

On Tue, Sep 14, 2010 at 01:01:07PM +0200, peceka wrote:
> Hi,
> 
> if there is a possibility to see all tickets which were created by
> members of group which i belong too?
> i tried to search such option in group rights but couldn't find.
> 
> please help me with resolving this problem.
> 
> TIA,
> p.
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 


From ruz at bestpractical.com  Tue Sep 14 11:10:07 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 14 Sep 2010 19:10:07 +0400
Subject: [rt-users] can i see all tickets posted by my group?
In-Reply-To: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
References: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
Message-ID: <AANLkTikMWbH9SNWtXWncNqe6LoRyit57OAF4c0QVCVCc@mail.gmail.com>

Hi,

TicketSQL: RequestorGroup = 'GroupName'

On Tue, Sep 14, 2010 at 3:01 PM, peceka <peceka at gmail.com> wrote:
> Hi,
>
> if there is a possibility to see all tickets which were created by
> members of group which i belong too?
> i tried to search such option in group rights but couldn't find.
>
> please help me with resolving this problem.
>
> TIA,
> p.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-- 
Best regards, Ruslan.


From jledford at biltmore.com  Tue Sep 14 14:34:24 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Tue, 14 Sep 2010 14:34:24 -0400
Subject: [rt-users] can i see all tickets posted by my group?
In-Reply-To: <AANLkTikMWbH9SNWtXWncNqe6LoRyit57OAF4c0QVCVCc@mail.gmail.com>
References: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
	<AANLkTikMWbH9SNWtXWncNqe6LoRyit57OAF4c0QVCVCc@mail.gmail.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA5DFAAD@MAILBOX.tbcnet.biltmore.com>

I am sort of tagging along this topic, since I was trying to do this very thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work.

Is this possible or do I need to specify each user individually?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, September 14, 2010 11:10 AM
To: peceka
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] can i see all tickets posted by my group?

Hi,

TicketSQL: RequestorGroup = 'GroupName'

On Tue, Sep 14, 2010 at 3:01 PM, peceka <peceka at gmail.com> wrote:
> Hi,
>
> if there is a possibility to see all tickets which were created by
> members of group which i belong too?
> i tried to search such option in group rights but couldn't find.
>
> please help me with resolving this problem.
>
> TIA,
> p.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

-- 
Best regards, Ruslan.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From val at polyakov.me  Tue Sep 14 15:12:46 2010
From: val at polyakov.me (Val Polyakov)
Date: Tue, 14 Sep 2010 15:12:46 -0400
Subject: [rt-users] RT 3.8.8 rt-mailgate issues
Message-ID: <dcac72b8b93df34a17ba0eabe5d75494.squirrel@yoda.im>

rt-mailgate doesn't seem to be injecting new tickets into a fresh install
of rt 3.8.8 on RHEL5

/var/log/maillog reports:

Sep 14 14:20:13 myhost sendmail[32687]: o8EIKDHh032687:
from=<root at myhost.mydomain.com>, size=353, class=0, nrcpts=1,
msgid=<201009141820.o8EIKDoZ032686 at myhost.mydomain.com>, proto=ESMTP,
daemon=MTA, relay=localhost.localdomain [127.0.0.1]
Sep 14 14:20:13 myhost sendmail[32686]: o8EIKDoZ032686:
to=rt at myhost.mydomain.com, ctladdr=root (0/0), delay=00:00:00,
xdelay=00:00:00, mailer=relay, pri=30065, relay=[127.0.0.1] [127.0.0.1],
dsn=2.0.0, stat=Sent (o8EIKDHh032687 Message accepted for delivery)
Sep 14 14:20:13 myhost sendmail[32688]: o8EIKDHh032687:
to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://myhost.mydomain.com/ticket", ctladdr=<rt at myhost.mydomain.com>
(8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30576, dsn=2.0.0,
stat=Sent


I have the following in /etc/aliases :

rt:		"|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://myhost.mydomain.com/ticket"
rt-comment:	"|/etc/smrsh/rt-mailgate --queue general --action comment
--url http://myhost.mydomain.com/ticket"


The following produces no errors, but doesn't inject the ticket into RT
either:

[root at myhost ~]# cat msg.txt | /etc/smrsh/rt-mailgate --queue general
--action correspond --url http://myhost.mydomain.com/ticket
[root at myhost ~]#

[root at myhost ~]# cat msg.txt
testing
[root at myhost ~]#



Can anyone push me in the right direction on how to troubleshoot this?




From val at polyakov.me  Tue Sep 14 16:11:18 2010
From: val at polyakov.me (Val Polyakov)
Date: Tue, 14 Sep 2010 16:11:18 -0400
Subject: [rt-users] RT 3.8.8 rt-mailgate issues
In-Reply-To: <dcac72b8b93df34a17ba0eabe5d75494.squirrel@yoda.im>
References: <dcac72b8b93df34a17ba0eabe5d75494.squirrel@yoda.im>
Message-ID: <2989493bdcd61f1a01cbe74c2fc72523.squirrel@yoda.im>

Hello, anyone ?

[root at myhost ~]# echo "hi" | /etc/smrsh/rt-mailgate --queue General
--action correspond --url http://myhost.mydomain.com/ticket --debug
/etc/smrsh/rt-mailgate: temp file is '/tmp/Bsdm047j3r'
/etc/smrsh/rt-mailgate: connecting to
http://myhost.mydomain.com/ticket/REST/1.0/NoAuth/mail-gateway
not ok - Could not load a valid user
[root at myhost ~]#

I have granted CreateTicket and ReplyToTicket rights to "Everyone" for the
general queue ...

does anyone know what's going on?


> rt-mailgate doesn't seem to be injecting new tickets into a fresh install
> of rt 3.8.8 on RHEL5
>
> /var/log/maillog reports:
>
> Sep 14 14:20:13 myhost sendmail[32687]: o8EIKDHh032687:
> from=<root at myhost.mydomain.com>, size=353, class=0, nrcpts=1,
> msgid=<201009141820.o8EIKDoZ032686 at myhost.mydomain.com>, proto=ESMTP,
> daemon=MTA, relay=localhost.localdomain [127.0.0.1]
> Sep 14 14:20:13 myhost sendmail[32686]: o8EIKDoZ032686:
> to=rt at myhost.mydomain.com, ctladdr=root (0/0), delay=00:00:00,
> xdelay=00:00:00, mailer=relay, pri=30065, relay=[127.0.0.1] [127.0.0.1],
> dsn=2.0.0, stat=Sent (o8EIKDHh032687 Message accepted for delivery)
> Sep 14 14:20:13 myhost sendmail[32688]: o8EIKDHh032687:
> to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://myhost.mydomain.com/ticket", ctladdr=<rt at myhost.mydomain.com>
> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30576, dsn=2.0.0,
> stat=Sent
>
>
> I have the following in /etc/aliases :
>
> rt:		"|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://myhost.mydomain.com/ticket"
> rt-comment:	"|/etc/smrsh/rt-mailgate --queue general --action comment
> --url http://myhost.mydomain.com/ticket"
>
>
> The following produces no errors, but doesn't inject the ticket into RT
> either:
>
> [root at myhost ~]# cat msg.txt | /etc/smrsh/rt-mailgate --queue general
> --action correspond --url http://myhost.mydomain.com/ticket
> [root at myhost ~]#
>
> [root at myhost ~]# cat msg.txt
> testing
> [root at myhost ~]#
>
>
>
> Can anyone push me in the right direction on how to troubleshoot this?
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>




From kfcrocker at lbl.gov  Tue Sep 14 17:32:04 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 14 Sep 2010 14:32:04 -0700
Subject: [rt-users] RT 3.8.8 rt-mailgate issues
In-Reply-To: <2989493bdcd61f1a01cbe74c2fc72523.squirrel@yoda.im>
References: <dcac72b8b93df34a17ba0eabe5d75494.squirrel@yoda.im>
	<2989493bdcd61f1a01cbe74c2fc72523.squirrel@yoda.im>
Message-ID: <AANLkTi=2uQ+_1ASf65RrivYuCLp1McwmgCCfO=Pa1sYK@mail.gmail.com>

Val,

Not enough info, guy. I don't know whether you're using LDAP and the UserId
of the email sender was OK, what your RT_SiteConfig.pm settings are, What
global privileges you set, what Queue privileges you set, for what
groups/roles. What other error messages showed up in the rt.log. There are a
WHOLE BUNCH of reason's why a ticket might not get created. I don't like to
guess what card you're holding in your hand if you're holding half a deck.

Kenn
LBNL

On Tue, Sep 14, 2010 at 1:11 PM, Val Polyakov <val at polyakov.me> wrote:

> Hello, anyone ?
>
> [root at myhost ~]# echo "hi" | /etc/smrsh/rt-mailgate --queue General
> --action correspond --url http://myhost.mydomain.com/ticket --debug
> /etc/smrsh/rt-mailgate: temp file is '/tmp/Bsdm047j3r'
> /etc/smrsh/rt-mailgate: connecting to
> http://myhost.mydomain.com/ticket/REST/1.0/NoAuth/mail-gateway
> not ok - Could not load a valid user
> [root at myhost ~]#
>
> I have granted CreateTicket and ReplyToTicket rights to "Everyone" for the
> general queue ...
>
> does anyone know what's going on?
>
>
> > rt-mailgate doesn't seem to be injecting new tickets into a fresh install
> > of rt 3.8.8 on RHEL5
> >
> > /var/log/maillog reports:
> >
> > Sep 14 14:20:13 myhost sendmail[32687]: o8EIKDHh032687:
> > from=<root at myhost.mydomain.com>, size=353, class=0, nrcpts=1,
> > msgid=<201009141820.o8EIKDoZ032686 at myhost.mydomain.com>, proto=ESMTP,
> > daemon=MTA, relay=localhost.localdomain [127.0.0.1]
> > Sep 14 14:20:13 myhost sendmail[32686]: o8EIKDoZ032686:
> > to=rt at myhost.mydomain.com, ctladdr=root (0/0), delay=00:00:00,
> > xdelay=00:00:00, mailer=relay, pri=30065, relay=[127.0.0.1] [127.0.0.1],
> > dsn=2.0.0, stat=Sent (o8EIKDHh032687 Message accepted for delivery)
> > Sep 14 14:20:13 myhost sendmail[32688]: o8EIKDHh032687:
> > to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> > http://myhost.mydomain.com/ticket", ctladdr=<rt at myhost.mydomain.com>
> > (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30576,
> dsn=2.0.0,
> > stat=Sent
> >
> >
> > I have the following in /etc/aliases :
> >
> > rt:           "|/etc/smrsh/rt-mailgate --queue general --action
> correspond --url
> > http://myhost.mydomain.com/ticket"
> > rt-comment:   "|/etc/smrsh/rt-mailgate --queue general --action comment
> > --url http://myhost.mydomain.com/ticket"
> >
> >
> > The following produces no errors, but doesn't inject the ticket into RT
> > either:
> >
> > [root at myhost ~]# cat msg.txt | /etc/smrsh/rt-mailgate --queue general
> > --action correspond --url http://myhost.mydomain.com/ticket
> > [root at myhost ~]#
> >
> > [root at myhost ~]# cat msg.txt
> > testing
> > [root at myhost ~]#
> >
> >
> >
> > Can anyone push me in the right direction on how to troubleshoot this?
> >
> >
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
> >
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From sevk at maks.net  Tue Sep 14 18:52:53 2010
From: sevk at maks.net (Sergey Kozhedub)
Date: Wed, 15 Sep 2010 02:52:53 +0400
Subject: [rt-users] Custom condition problem
Message-ID: <4C8FFCC5.1010106@maks.net>

Hello all,

I'm trying to implement MuteResolve 
(http://wiki.bestpractical.com/view/MuteResolve) in my RT-3.8.4 
installation but it doesn't work for me.
Finally I cut my script just to:
{code}
return 0 unless ($self->TransactionObj->Type eq "Status" && 
$self->TransactionObj->NewValue eq "resolved");

return 1;
{code}

When changing status of the ticket to open I don't see any errors. But 
if I resolve the ticket I always get this error in logs:
Sep 15 00:17:38 rt RT: Couldn't load object RT::Transaction #0 
(/var/www/rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127)

What I'm doing wrong?

Condition: User Defined
Action:	Notify Requestors
Template: Global template: Resolved
Stage: TransactionBatch


Regards,
Sergey Kozhedub


From jtollerton at zoominternet.net  Tue Sep 14 20:22:09 2010
From: jtollerton at zoominternet.net (Jon Tollerton)
Date: Tue, 14 Sep 2010 20:22:09 -0400
Subject: [rt-users] attachments sent via email suddenly have video/x-flv
	content type
Message-ID: <4C9011B1.8030906@zoominternet.net>

  Suddenly some messages coming in via rt-mailgate are ending up with a 
content type of video/x-flv even though the files that are involved are 
.csv or .tiff files.
I unfortunately don't have access to the original messages any more and 
email passes through several MTAs before fetchmail delivers to a 
procmail rule that calls rt-mailgate, so there's lots of points where 
this could be happening.  The strange thing is that so far it appears to 
be spontaneous and nothing has changed in our environment.  It's 
happened from two different sources as well, but not all mail is 
triggering this.  Changing the ContentType of the problem entries in the 
Attachments table corrected these messages, but I'm expecting for this 
to continue to happen when new information comes in.
It doesn't look to me like rt-mailgate does anything with  the content 
type that's passed in the original email other than pass it along to RT, 
but my perl fluency leaves a lot to be desired.  At this point I'm just 
trying to figure out where it makes sense to try to increase logging and 
determine if this sounds at all familiar to anyone?

Thanks,
-Jon


From maillist at konsoletek.com  Tue Sep 14 21:17:42 2010
From: maillist at konsoletek.com (Jon Davis)
Date: Tue, 14 Sep 2010 18:17:42 -0700
Subject: [rt-users] RT Queue's cached?
Message-ID: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>

I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2.  I
discovered in my setup/configuration of the Queue's I want... that
everything is being massively cached.  I make changes to the queues, even as
far as disabling them... and nothing happens.  Nothing happens in that I go
back to the main page, stab hard-refresh - and the list doesn't change.  I
can go and restart apache, and the list doesn't change.  The ONLY way I can
get them updated is if I go into RT_SiteConfig.pm and change $rtname.  But
as soon as I change that back to the name it should be - it goes back to the
old cached list.  Though I will note, if I go into Preferences, the "Default
Queue" drop down is up to date.

I am confused to all hell why this is happening and where this is coming
from.  I have not set anything in RT_SiteConfig relating to cache.  I've
googled about and I can find very little relating to RT and caching.  I even
tried following the "CleanMasonCache" information from the wiki.  No dice.
If anyone has some pointers, I'd love to hear it.

-Jon
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From paul.crovella at gmail.com  Tue Sep 14 21:26:36 2010
From: paul.crovella at gmail.com (Paul)
Date: Tue, 14 Sep 2010 18:26:36 -0700
Subject: [rt-users] RT Queue's cached?
In-Reply-To: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
References: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
Message-ID: <4C9020CC.7080804@gmail.com>

Logging out and back in usually does it for me.

Cheers,
Paul

On 09/14/2010 06:17 PM, Jon Davis wrote:
> I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2.  I
> discovered in my setup/configuration of the Queue's I want... that
> everything is being massively cached.  I make changes to the queues, even as
> far as disabling them... and nothing happens.  Nothing happens in that I go
> back to the main page, stab hard-refresh - and the list doesn't change.  I
> can go and restart apache, and the list doesn't change.  The ONLY way I can
> get them updated is if I go into RT_SiteConfig.pm and change $rtname.  But
> as soon as I change that back to the name it should be - it goes back to the
> old cached list.  Though I will note, if I go into Preferences, the "Default
> Queue" drop down is up to date.
> 
> I am confused to all hell why this is happening and where this is coming
> from.  I have not set anything in RT_SiteConfig relating to cache.  I've
> googled about and I can find very little relating to RT and caching.  I even
> tried following the "CleanMasonCache" information from the wiki.  No dice.
> If anyone has some pointers, I'd love to hear it.
> 
> -Jon
> 
> 
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!



From kfcrocker at lbl.gov  Tue Sep 14 21:30:20 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 14 Sep 2010 18:30:20 -0700
Subject: [rt-users] RT Queue's cached?
In-Reply-To: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
References: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
Message-ID: <AANLkTimgSQ27Q0g0wDPxwekFemF6C_9VkEVU+GpLFE++@mail.gmail.com>

Jon,

try clearing the cache from your browser.

Kenn
LBNL

On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <maillist at konsoletek.com> wrote:

> I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2.  I
> discovered in my setup/configuration of the Queue's I want... that
> everything is being massively cached.  I make changes to the queues, even as
> far as disabling them... and nothing happens.  Nothing happens in that I go
> back to the main page, stab hard-refresh - and the list doesn't change.  I
> can go and restart apache, and the list doesn't change.  The ONLY way I can
> get them updated is if I go into RT_SiteConfig.pm and change $rtname.  But
> as soon as I change that back to the name it should be - it goes back to the
> old cached list.  Though I will note, if I go into Preferences, the "Default
> Queue" drop down is up to date.
>
> I am confused to all hell why this is happening and where this is coming
> from.  I have not set anything in RT_SiteConfig relating to cache.  I've
> googled about and I can find very little relating to RT and caching.  I even
> tried following the "CleanMasonCache" information from the wiki.  No dice.
> If anyone has some pointers, I'd love to hear it.
>
> -Jon
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From phess at cataphora.com  Tue Sep 14 21:45:20 2010
From: phess at cataphora.com (Patrick Hess)
Date: Tue, 14 Sep 2010 18:45:20 -0700
Subject: [rt-users] Sendmail and multiple RT instances
Message-ID: <6FFC38326BF245AE8AD8F720DB8BF80A@phessxpdesk>

I am trying to create a second RT-3.6.3 instance on an RHEL4 server.
 
The server is fully into production mode for the original instance (which 
has been working fine for quite some time).
 
I have a separate installation for the second RT-3.6.3 instance and it 
seems to be working fine in all respects, except one.  I would like mail 
from the second RT instance to appear to come from a different server name.
However, the Reply-To address is being overridden by the Masquerade from 
Sendmail and therefore appears to come from the same server as the original          
instance.
 
I had to configure Sendmail to Masquerade the envelope and the entire domain 
as a fixed name in order to compensate for some poor legacy decisions.
However, this level of rigidity is now a problem for me.
 
Can someone here recommend another way to configure RT or Sendmail to achieve             
my end goal?
 
--phess



From rgabriel at fnb.co.za  Wed Sep 15 04:43:54 2010
From: rgabriel at fnb.co.za (Robert Gabriel)
Date: Wed, 15 Sep 2010 10:43:54 +0200
Subject: [rt-users] User Manual PDF
Message-ID: <4C90874A.9070400@fnb.co.za>

Hello all,

Is there a PDF available somewhere that is a compilation
of http://wiki.bestpractical.com/view/UserManual with updated
screenshots etc.?

Would anyone be interested in someone putting this together?

Thanks.

To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: 
https://www.fnb.co.za/disclaimer.html 

If you are unable to access the Disclaimer, send a blank e-mail to
firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.


From peceka at gmail.com  Wed Sep 15 04:45:22 2010
From: peceka at gmail.com (peceka)
Date: Wed, 15 Sep 2010 10:45:22 +0200
Subject: [rt-users] can i see all tickets posted by my group?
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA5DFAAD@MAILBOX.tbcnet.biltmore.com>
References: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
	<AANLkTikMWbH9SNWtXWncNqe6LoRyit57OAF4c0QVCVCc@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA5DFAAD@MAILBOX.tbcnet.biltmore.com>
Message-ID: <AANLkTikr-h0krnFY51fD+47nD-F+oPMhgTNECZUkyoRL@mail.gmail.com>

Hi,

here the same problem, RequestorGroup = 'GroupName' doesn't work,
shows 0 ticket found.
i'm using rt 3.8.8.

regards,


On Tue, Sep 14, 2010 at 8:34 PM, Jason Ledford <jledford at biltmore.com> wrote:
> I am sort of tagging along this topic, since I was trying to do this very thing. ?RequestorGroup = 'GroupName' doesn't work for me. ?I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work.
>
> Is this possible or do I need to specify each user individually?
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov
> Sent: Tuesday, September 14, 2010 11:10 AM
> To: peceka
> Cc: RT-Users at lists.bestpractical.com
> Subject: Re: [rt-users] can i see all tickets posted by my group?
>
> Hi,
>
> TicketSQL: RequestorGroup = 'GroupName'
>
> On Tue, Sep 14, 2010 at 3:01 PM, peceka <peceka at gmail.com> wrote:
>> Hi,
>>
>> if there is a possibility to see all tickets which were created by
>> members of group which i belong too?
>> i tried to search such option in group rights but couldn't find.
>>
>> please help me with resolving this problem.
>>
>> TIA,
>> p.
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
> --
> Best regards, Ruslan.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From tsylwest at ripe.net  Wed Sep 15 05:42:25 2010
From: tsylwest at ripe.net (Tom Sylwestrowicz)
Date: Wed, 15 Sep 2010 11:42:25 +0200
Subject: [rt-users] "Could not load a valid user" problem
Message-ID: <4C909501.8060006@ripe.net>

 Hi there,

We've got RT3 (v3.8.2) tied in to our LDAP here.

When user's e-mail the RT mail address, we quite often get the following
message:

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (joe.bloggs at ripe.net).

You might need to grant 'Everyone' the right 'ReplyToTicket' for the
queue Operations.


We don't really want to grant Everyone the ReplyToTicket permission.

I know why this error is happening here, it's basically because the LDAP
e-mail address field defaults to jbloggs at ripe.net. Joe has an alias that
he uses, which is joe.bloggs at ripe.net which is also set up in his e-mail
client. So when he sends a request to the RT queue, his address is seen
as joe.bloggs at ripe.net, which is not what's in LDAP. This is the default
e-mail setup we have here in the work place.

We can add an alias (Joe.Bloggs at ripe.net) for his user ID in LDAP, but
is there a way that RT3 would check the aliases fields in LDAP and then
associate incoming requests from the Joe.Bloggs at ripe.net alias with the
default LDAP e-mail address of jbloggs at ripe.net?

I'm hoping this is clear... I'm not the most technical of IT guys.

Best Regards,
Tom


From kbensch at fullnet.co.uk  Wed Sep 15 06:46:40 2010
From: kbensch at fullnet.co.uk (Kobus Bensch)
Date: Wed, 15 Sep 2010 10:46:40 +0000
Subject: [rt-users] Change Custom Field layout
Message-ID: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>

Hello everyone
?
I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF?s I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2.
?
Can anybody advise as to where I can change this please?
?
Thanks
?
Kobus

Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry? wireless device

From rgabriel at fnb.co.za  Wed Sep 15 07:18:14 2010
From: rgabriel at fnb.co.za (Robert Gabriel)
Date: Wed, 15 Sep 2010 13:18:14 +0200
Subject: [rt-users] User Manual PDF
In-Reply-To: <1B6EB317-A35A-4A2E-89DB-15142D3DCE1A@yaxs.net>
References: <4C90874A.9070400@fnb.co.za>
	<1B6EB317-A35A-4A2E-89DB-15142D3DCE1A@yaxs.net>
Message-ID: <4C90AB76.2060604@fnb.co.za>

Hello all,

I've started something but it's slow going. I'll send the first draft soon.

On 09/15/2010 01:04 PM, Mark Regensberg wrote:
> Hi Robert
> 
> We use request tracker fairly extensively (also in SA :)  
> 
> I'm certainly interested in some consolidated form of documentation and happy to help create it - are you volunteering and looking for assistance, or hoping someone else has done or will do it?
> 
> Mark
> 
> On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote:
> 
>> Hello all,
>>
>> Is there a PDF available somewhere that is a compilation
>> of http://wiki.bestpractical.com/view/UserManual with updated
>> screenshots etc.?
>>
>> Would anyone be interested in someone putting this together?
>>
>> Thanks.
>>
>> To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: 
>> https://www.fnb.co.za/disclaimer.html 
>>
>> If you are unable to access the Disclaimer, send a blank e-mail to
>> firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
> 
> 

To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: 
https://www.fnb.co.za/disclaimer.html 

If you are unable to access the Disclaimer, send a blank e-mail to
firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.


From michael at stepanoff.org  Wed Sep 15 08:01:57 2010
From: michael at stepanoff.org (Michael Stepanov)
Date: Wed, 15 Sep 2010 15:01:57 +0300
Subject: [rt-users] RT-3.8.2 doesn't send correct HTML letters
Message-ID: <AANLkTi=5oxOq1_Btq7jTs=RaPQgU3EoV4vbcbao-wn80@mail.gmail.com>

Hi,

I'm trying to send HTML emails from RT3. I added to the template the content
type header:

     Content-Type: text/html

But without luck. I can see two parts of the email - HTML and text in the
ticket message text area but I receive the source of HTML email in my
mailbox:

Content-type: multipart/alternative; boundary="----------=_1284128112-9991-5"
This is a multi-part message in MIME format... ------------=_1284128112-9991-5
Content-Type: text/plain; charset="utf-8" Dear Dude How are you?
------------------------------------------------------------------------------
------------=_1284128112-9991-5 Content-Type: text/html; charset="utf-8" Dear
Dude
How are you?

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

------------=_1284128112-9991-5--

Moreover, when I added another header to change subject:

  Subject: AutoReply: {$Ticket->Subject}

I didn't see that it worked as well. So, my question is. Do I need to
upgrade my RT3 to the latest version because 3.8.2 has some bugs with
headers or I just need to enable some option in the config file?

Any help will be very appreciated.


-- 
Cheers,
Michael
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From ruz at bestpractical.com  Wed Sep 15 08:34:36 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 15 Sep 2010 16:34:36 +0400
Subject: [rt-users] can i see all tickets posted by my group?
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA5DFAAD@MAILBOX.tbcnet.biltmore.com>
References: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
	<AANLkTikMWbH9SNWtXWncNqe6LoRyit57OAF4c0QVCVCc@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA5DFAAD@MAILBOX.tbcnet.biltmore.com>
Message-ID: <AANLkTikiaXdW9daMTgdHDzy=5FR7oW6qo1QpRewVv=YO@mail.gmail.com>

Hi.

This syntax should work, but probably there are no tests for it. Would you
like to contribute a test file that demonstrates your problem?

14.09.2010 22:34 ???????????? "Jason Ledford" <jledford at biltmore.com>
???????:

I am sort of tagging along this topic, since I was trying to do this very
thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my
query so that's the only thing it has, and have tried a couple of different
group names and can't seem to get it work work.

Is this possible or do I need to specify each user individually?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at ...
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From jledford at biltmore.com  Wed Sep 15 09:22:03 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 15 Sep 2010 09:22:03 -0400
Subject: [rt-users] can i see all tickets posted by my group?
In-Reply-To: <AANLkTikiaXdW9daMTgdHDzy=5FR7oW6qo1QpRewVv=YO@mail.gmail.com>
References: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
	<AANLkTikMWbH9SNWtXWncNqe6LoRyit57OAF4c0QVCVCc@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA5DFAAD@MAILBOX.tbcnet.biltmore.com>
	<AANLkTikiaXdW9daMTgdHDzy=5FR7oW6qo1QpRewVv=YO@mail.gmail.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA5DFBE1@MAILBOX.tbcnet.biltmore.com>

Sorry, I am a not sure what you?re asking in terms of a test file.  I am unfortunately very n00bish when it comes to perl, if that?s what you are talking about.  I would be happy to help however I can and provide whatever information you need, just point or nudge me in the right direction.

Thanks.

From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, September 15, 2010 8:35 AM
To: Jason Ledford
Cc: Ruslan Zakirov; RT-Users at lists.bestpractical.com; peceka
Subject: Re: [rt-users] can i see all tickets posted by my group?


Hi.

This syntax should work, but probably there are no tests for it. Would you like to contribute a test file that demonstrates your problem?
14.09.2010 22:34 ???????????? "Jason Ledford" <jledford at biltmore.com<mailto:jledford at biltmore.com>> ???????:

I am sort of tagging along this topic, since I was trying to do this very thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work.

Is this possible or do I need to specify each user individually?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces@<mailto:rt-users-bounces@>...
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From falcone at bestpractical.com  Wed Sep 15 09:49:02 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Sep 2010 09:49:02 -0400
Subject: [rt-users] RT-3.8.2 doesn't send correct HTML letters
In-Reply-To: <AANLkTi=5oxOq1_Btq7jTs=RaPQgU3EoV4vbcbao-wn80@mail.gmail.com>
References: <AANLkTi=5oxOq1_Btq7jTs=RaPQgU3EoV4vbcbao-wn80@mail.gmail.com>
Message-ID: <20100915134902.GS550@jibsheet.com>

On Wed, Sep 15, 2010 at 03:01:57PM +0300, Michael Stepanov wrote:
>    Hi,
> 
>    I'm trying to send HTML emails from RT3. I added to the template the content type header:
> 
>    Content-Type: text/html
> 
>    But without luck. I can see two parts of the email - HTML and text in the ticket message text
>    area but I receive the source of HTML email in my mailbox:

That version of RT is from Jan 09 and there have been lots of bugfixes
in the last 20 months.  If you're still seeing it in 3.8.8, please
let us know.

>  Content-type: multipart/alternative; boundary="----------=_1284128112-9991-5"
>  This is a multi-part message in MIME format... ------------=_1284128112-9991-5
>  Content-Type: text/plain; charset="utf-8" Dear Dude How are you?
>  ------------------------------------------------------------------------------
>  ------------=_1284128112-9991-5 Content-Type: text/html; charset="utf-8" Dear
>  Dude
>  How are you?
>  *
>  ------------------------------------------------------------------------------
>  *
>  ------------=_1284128112-9991-5--
> 
>    Moreover, when I added another header to change subject:
> 
>  * Subject: AutoReply: {$Ticket->Subject}
> 
>    I didn't see that it worked as well. So, my question is. Do I need to upgrade my RT3 to the
>    latest version because 3.8.2 has some bugs with headers or I just need to enable some option
>    in the config file?
> 
>    Any help will be very appreciated.
> 
>    --
>    Cheers,
>    Michael

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From jledford at biltmore.com  Wed Sep 15 10:11:23 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 15 Sep 2010 10:11:23 -0400
Subject: [rt-users] See All Tickets Assigned to my group
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA5DFBE1@MAILBOX.tbcnet.biltmore.com>
References: <AANLkTinx=QLd1yPZkw4URyyUyqFTC1VqL3ZcjwgNAG=Y@mail.gmail.com>
	<AANLkTikMWbH9SNWtXWncNqe6LoRyit57OAF4c0QVCVCc@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA5DFAAD@MAILBOX.tbcnet.biltmore.com>
	<AANLkTikiaXdW9daMTgdHDzy=5FR7oW6qo1QpRewVv=YO@mail.gmail.com>
	<435CB3214F92FD4E8E5CEEB86A20440240FA5DFBE1@MAILBOX.tbcnet.biltmore.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA5DFC14@MAILBOX.tbcnet.biltmore.com>

I tagged on the below thread and realized I was really trying to do the reverse.  I have setup a group and added users.  I then want to create a search and show all tickets that are open, new or stalled and the owner is in this group.  I have tried OwnerGroup = ?GroupName? and it didn?t really do what I expected.  Is what I am looking for possible?

Thanks.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Ledford
Sent: Wednesday, September 15, 2010 9:22 AM
To: Ruslan Zakirov
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] can i see all tickets posted by my group?

Sorry, I am a not sure what you?re asking in terms of a test file.  I am unfortunately very n00bish when it comes to perl, if that?s what you are talking about.  I would be happy to help however I can and provide whatever information you need, just point or nudge me in the right direction.

Thanks.

From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, September 15, 2010 8:35 AM
To: Jason Ledford
Cc: Ruslan Zakirov; RT-Users at lists.bestpractical.com; peceka
Subject: Re: [rt-users] can i see all tickets posted by my group?


Hi.

This syntax should work, but probably there are no tests for it. Would you like to contribute a test file that demonstrates your problem?
14.09.2010 22:34 ???????????? "Jason Ledford" <jledford at biltmore.com<mailto:jledford at biltmore.com>> ???????:

I am sort of tagging along this topic, since I was trying to do this very thing.  RequestorGroup = 'GroupName' doesn't work for me.  I have changed my query so that's the only thing it has, and have tried a couple of different group names and can't seem to get it work work.

Is this possible or do I need to specify each user individually?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces@<mailto:rt-users-bounces@>...
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From alex.page at uk.ibm.com  Wed Sep 15 11:02:09 2010
From: alex.page at uk.ibm.com (Alex Page)
Date: Wed, 15 Sep 2010 16:02:09 +0100
Subject: [rt-users] Alex Page is out of the office.
Message-ID: <OF12686A5F.1D8FE070-ON8025779F.00529824-8025779F.00529824@uk.ibm.com>


I will be out of the office starting  15/09/2010 and will not return until
27/09/2010.

I will respond to your message when I return.



From kfcrocker at lbl.gov  Wed Sep 15 11:48:37 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 15 Sep 2010 08:48:37 -0700
Subject: [rt-users] "Could not load a valid user" problem
In-Reply-To: <4C909501.8060006@ripe.net>
References: <4C909501.8060006@ripe.net>
Message-ID: <AANLkTi=yOhnsqrEJoUDXfaRE5YVXjkJLi5WWr7PfjDjS@mail.gmail.com>

Tom,

LDAP asside, I believe you *could* set the "ReplyToTicket" right for
"Requestors". That would mean at least that only valid requestors had the
right, not everyone. Just a thought.

Kenn
LBNL

On Wed, Sep 15, 2010 at 2:42 AM, Tom Sylwestrowicz <tsylwest at ripe.net>wrote:

>  Hi there,
>
> We've got RT3 (v3.8.2) tied in to our LDAP here.
>
> When user's e-mail the RT mail address, we quite often get the following
> message:
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email (joe.bloggs at ripe.net).
>
> You might need to grant 'Everyone' the right 'ReplyToTicket' for the
> queue Operations.
>
>
> We don't really want to grant Everyone the ReplyToTicket permission.
>
> I know why this error is happening here, it's basically because the LDAP
> e-mail address field defaults to jbloggs at ripe.net. Joe has an alias that
> he uses, which is joe.bloggs at ripe.net which is also set up in his e-mail
> client. So when he sends a request to the RT queue, his address is seen
> as joe.bloggs at ripe.net, which is not what's in LDAP. This is the default
> e-mail setup we have here in the work place.
>
> We can add an alias (Joe.Bloggs at ripe.net) for his user ID in LDAP, but
> is there a way that RT3 would check the aliases fields in LDAP and then
> associate incoming requests from the Joe.Bloggs at ripe.net alias with the
> default LDAP e-mail address of jbloggs at ripe.net?
>
> I'm hoping this is clear... I'm not the most technical of IT guys.
>
> Best Regards,
> Tom
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From ruz at bestpractical.com  Wed Sep 15 12:22:58 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 15 Sep 2010 20:22:58 +0400
Subject: [rt-users] Custom condition problem
In-Reply-To: <4C8FFCC5.1010106@maks.net>
References: <4C8FFCC5.1010106@maks.net>
Message-ID: <AANLkTinkuvv7zuPyPCnZOraQ_pc2t2St3XAo+6sGXQmi@mail.gmail.com>

Hi,

As far as I can see error is not related to the scrip. Error happens in
Web.pm.

15.09.2010 2:50 ???????????? "Sergey Kozhedub" <sevk at maks.net> ???????:

Hello all,

I'm trying to implement MuteResolve (
http://wiki.bestpractical.com/view/MuteResolve) in my RT-3.8.4 installation
but it doesn't work for me.
Finally I cut my script just to:
{code}
return 0 unless ($self->TransactionObj->Type eq "Status" &&
$self->TransactionObj->NewValue eq "resolved");

return 1;
{code}

When changing status of the ticket to open I don't see any errors. But if I
resolve the ticket I always get this error in logs:
Sep 15 00:17:38 rt RT: Couldn't load object RT::Transaction #0 (/var/www/
rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127)

What I'm doing wrong?

Condition: User Defined
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionBatch


Regards,
Sergey Kozhedub

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
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From ruz at bestpractical.com  Wed Sep 15 12:22:58 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 15 Sep 2010 20:22:58 +0400
Subject: [rt-users] attachments sent via email suddenly have video/x-flv
 content type
In-Reply-To: <4C9011B1.8030906@zoominternet.net>
References: <4C9011B1.8030906@zoominternet.net>
Message-ID: <AANLkTin-TSMkZ1ZeoqFzGiuzc_iVW8rdaYEdrk3M2O-7@mail.gmail.com>

Hi,

RT doesn't change content type of attachments, so if "smart" MUA thinks that
csv is a flv then RT does nothing about that.

Today you can find pretty good mime type detectors and I think it's better
to preprocess emails instead of implementing anything in RT.

15.09.2010 4:23 ???????????? "Jon Tollerton" <jtollerton at zoominternet.net>
???????:

 Suddenly some messages coming in via rt-mailgate are ending up with a
content type of video/x-flv even though the files that are involved are .csv
or .tiff files.
I unfortunately don't have access to the original messages any more and
email passes through several MTAs before fetchmail delivers to a procmail
rule that calls rt-mailgate, so there's lots of points where this could be
happening.  The strange thing is that so far it appears to be spontaneous
and nothing has changed in our environment.  It's happened from two
different sources as well, but not all mail is triggering this.  Changing
the ContentType of the problem entries in the Attachments table corrected
these messages, but I'm expecting for this to continue to happen when new
information comes in.
It doesn't look to me like rt-mailgate does anything with  the content type
that's passed in the original email other than pass it along to RT, but my
perl fluency leaves a lot to be desired.  At this point I'm just trying to
figure out where it makes sense to try to increase logging and determine if
this sounds at all familiar to anyone?

Thanks,
-Jon

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
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From val at polyakov.me  Wed Sep 15 12:52:59 2010
From: val at polyakov.me (Val Polyakov)
Date: Wed, 15 Sep 2010 12:52:59 -0400
Subject: [rt-users] Securing
 /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
Message-ID: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>

Hello,

what are our options as far as securing RT_SiteConfig.pm goes?

My company has pretty strict security requirements, and our security team
will simply not allow us to store the ldap username/password in a plain
text file on the RT server (and I can fully understand their concerns).

What are some options here? Again, keeping in mind that the requirement is
for the password (at least the password, that is) to NOT be plaintext in
RT_SiteConfig.pm

Solutions like "well make the file only readable by root" aren't going to
be accepted (not by me, but by our security team). Needs to be a hashed
password, may be, or something.. I don't know.. soliciting ideas.

--Val



From javoskam at uwaterloo.ca  Wed Sep 15 15:32:10 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 15 Sep 2010 15:32:10 -0400
Subject: [rt-users] Securing
	/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
In-Reply-To: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>
References: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>
Message-ID: <4C911F3A.40108@uwaterloo.ca>

  On 09/15/2010 12:52 PM, Val Polyakov wrote:
> Hello,
>
> what are our options as far as securing RT_SiteConfig.pm goes?
>
> My company has pretty strict security requirements, and our security team
> will simply not allow us to store the ldap username/password in a plain
> text file on the RT server (and I can fully understand their concerns).
>
> What are some options here? Again, keeping in mind that the requirement is
> for the password (at least the password, that is) to NOT be plaintext in
> RT_SiteConfig.pm
>
> Solutions like "well make the file only readable by root" aren't going to
> be accepted (not by me, but by our security team). Needs to be a hashed
> password, may be, or something.. I don't know.. soliciting ideas.
>
> --Val
How are you storing the database userid and password in that case?

Jeff


From val at polyakov.me  Wed Sep 15 15:51:51 2010
From: val at polyakov.me (Val Polyakov)
Date: Wed, 15 Sep 2010 15:51:51 -0400
Subject: [rt-users] Securing
 /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
In-Reply-To: <4C911F3A.40108@uwaterloo.ca>
References: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>
	<4C911F3A.40108@uwaterloo.ca>
Message-ID: <10490a345fd9a8b8431a265d85a41847.squirrel@yoda.im>

Plaintext.

But that doesnt matter - because its a RT db, with nothing else on it.
Security has no problem with it.

They only have a problem with storing the domain account credentials in
plaintext.

--Val

>   On 09/15/2010 12:52 PM, Val Polyakov wrote:
>> Hello,
>>
>> what are our options as far as securing RT_SiteConfig.pm goes?
>>
>> My company has pretty strict security requirements, and our security
>> team
>> will simply not allow us to store the ldap username/password in a plain
>> text file on the RT server (and I can fully understand their concerns).
>>
>> What are some options here? Again, keeping in mind that the requirement
>> is
>> for the password (at least the password, that is) to NOT be plaintext in
>> RT_SiteConfig.pm
>>
>> Solutions like "well make the file only readable by root" aren't going
>> to
>> be accepted (not by me, but by our security team). Needs to be a hashed
>> password, may be, or something.. I don't know.. soliciting ideas.
>>
>> --Val
> How are you storing the database userid and password in that case?
>
> Jeff
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>




From paul at paulororke.net  Wed Sep 15 16:57:48 2010
From: paul at paulororke.net (Paul O'Rorke)
Date: Wed, 15 Sep 2010 13:57:48 -0700
Subject: [rt-users] User Manual PDF
In-Reply-To: <4C90AB76.2060604@fnb.co.za>
References: <4C90874A.9070400@fnb.co.za>	<1B6EB317-A35A-4A2E-89DB-15142D3DCE1A@yaxs.net>
	<4C90AB76.2060604@fnb.co.za>
Message-ID: <4C91334C.4080506@paulororke.net>

  Let me know if you need any tools to achieve this.  I use RT for 
customer support in our company that produces PDF 
creation/manipulation/markup/editing tools and might be able to help out.

regards

On 15/09/2010 4:18 AM, Robert Gabriel wrote:
> Hello all,
>
> I've started something but it's slow going. I'll send the first draft soon.
>
> On 09/15/2010 01:04 PM, Mark Regensberg wrote:
>> Hi Robert
>>
>> We use request tracker fairly extensively (also in SA :)
>>
>> I'm certainly interested in some consolidated form of documentation and happy to help create it - are you volunteering and looking for assistance, or hoping someone else has done or will do it?
>>
>> Mark
>>
>> On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote:
>>
>>> Hello all,
>>>
>>> Is there a PDF available somewhere that is a compilation
>>> of http://wiki.bestpractical.com/view/UserManual with updated
>>> screenshots etc.?
>>>
>>> Would anyone be interested in someone putting this together?
>>>
>>> Thanks.
>>>
>>> To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser:
>>> https://www.fnb.co.za/disclaimer.html
>>>
>>> If you are unable to access the Disclaimer, send a blank e-mail to
>>> firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.
>>>
>>> RT Training in Washington DC, USA on Oct 25&  26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>
> To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser:
> https://www.fnb.co.za/disclaimer.html
>
> If you are unable to access the Disclaimer, send a blank e-mail to
> firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!



From jra at baylink.com  Wed Sep 15 17:04:18 2010
From: jra at baylink.com (Jay R. Ashworth)
Date: Wed, 15 Sep 2010 17:04:18 -0400 (EDT)
Subject: [rt-users] User Manual PDF
In-Reply-To: <4C91334C.4080506@paulororke.net>
Message-ID: <30594224.977.1284584658126.JavaMail.root@benjamin.baylink.com>

I have experience with RT, and fairly extensive experience with both
copy- and technical- editing; please let me know if I can be of assistance 
here as well.

Cheers,
-- jra


---- Original Message -----
From: "Paul O'Rorke" <paul at paulororke.net>

  Let me know if you need any tools to achieve this.  I use RT for 
customer support in our company that produces PDF 
creation/manipulation/markup/editing tools and might be able to help out.

regards

On 15/09/2010 4:18 AM, Robert Gabriel wrote:
> Hello all,
>
> I've started something but it's slow going. I'll send the first draft soon.
>
> On 09/15/2010 01:04 PM, Mark Regensberg wrote:
>> Hi Robert
>>
>> We use request tracker fairly extensively (also in SA :)
>>
>> I'm certainly interested in some consolidated form of documentation and happy to help create it - are you volunteering and looking for assistance, or hoping someone else has done or will do it?
>>
>> Mark
>>
>> On 15 Sep 2010, at 10:43 AM, Robert Gabriel wrote:
>>
>>> Hello all,
>>>
>>> Is there a PDF available somewhere that is a compilation
>>> of http://wiki.bestpractical.com/view/UserManual with updated
>>> screenshots etc.?
>>>
>>> Would anyone be interested in someone putting this together?
>>>
>>> Thanks.
>>>
>>> To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser:
>>> https://www.fnb.co.za/disclaimer.html
>>>
>>> If you are unable to access the Disclaimer, send a blank e-mail to
>>> firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.
>>>
>>> RT Training in Washington DC, USA on Oct 25&  26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>
> To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser:
> https://www.fnb.co.za/disclaimer.html
>
> If you are unable to access the Disclaimer, send a blank e-mail to
> firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From mark.jenks at iodincorporated.com  Wed Sep 15 17:39:27 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Wed, 15 Sep 2010 16:39:27 -0500
Subject: [rt-users] RTx-Tags clearing?
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0BB56AE3@imcmail2.imcwi.com>

I have the clould configured and working great.  Except one of the new
employees starting putting extra stuff in there and have made the cloud
look terrible.

 

Is there a way to edit out things or just purge it and start over?

 

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

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 
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  Wed Sep 15 17:52:00 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Wed, 15 Sep 2010 17:52:00 -0400
Subject: [rt-users] RTx-Tags clearing?
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0BB56AE3@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0BB56AE3@imcmail2.imcwi.com>
Message-ID: <AANLkTin-8ewMOcH5kwdhT9zcNyKHorOFv8n1nL6ZxAyT@mail.gmail.com>

On Wed, Sep 15, 2010 at 17:39, Mark Jenks
<mark.jenks at iodincorporated.com> wrote:
> I have the clould configured and working great.? Except one of the new
> employees starting putting extra stuff in there and have made the cloud look
> terrible.

> Is there a way to edit out things or just purge it and start over?
Have you removed the offending values from all tickets?
The cloud should only display tags that are in use.
Ideally you should be able to just click the undesirable tag in the cloud,
then change your search results view to Bulk Update and edit. It may not
be as simple as that though, depending on what type of CustomField you
are using for your tags, and what version of RT (slightly older versions
don't have support for some fancier CF types like autocomplete in Bulk
Update). Bulk Update would also replace the whole field, and not only
one of several comma delimited values if present; "fixing" that is a tough
nut to crack.

I hope this helps,

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


From falcone at bestpractical.com  Wed Sep 15 18:05:43 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 15 Sep 2010 18:05:43 -0400
Subject: [rt-users] Concatenate two LDAP fields into one RT field
In-Reply-To: <AANLkTimQzrdD-q=t6tJHmwZVAeaPNZVHqnmgNR4PaVPD@mail.gmail.com>
References: <AANLkTimQzrdD-q=t6tJHmwZVAeaPNZVHqnmgNR4PaVPD@mail.gmail.com>
Message-ID: <20100915220543.GT550@jibsheet.com>

On Mon, Sep 13, 2010 at 03:35:55PM -0500, Max McGrath wrote:
>    Hi All -
>    In a bit of a bind here. External authentication is working fine -- we are a Novell shop.
>    Right now we have the givenName field which holds a users first name, and the sn field which
>    holds the users last name. RT has the RealName field which I would like to populate with both
>    givenName and sn so I can have the users full name.
>    Right now we basically have the LDAP uid (first initial last name) field populating a lot of
>    the RT fields...so, we don't really know the first name of users -- which kind of sucks.

Unfortunately, this is not a feature.  I support it in
RT-Extension-LDAPImport, but it is kind of evil and I'm not sure I
would want to port it.

-kevin

>    Here is the code from my RT_SiteConfig.pm:
>    'attr_match_list' => [ 'Name',
>    'EmailAddress',
>    'RealName',
>    ],
>    # The mapping of RT attributes on to LDAP attributes
>    'attr_map' => { 'Name' => 'uid',
>    'RealName' => 'uid',
>    'ExternalAuthId' => 'uid',
>    'Gecos' => 'uid',
>    'NickName' => 'carthageNameID',
>    }
>    Is there anything within the RT_SiteConfig file I could do to get a First Name Last Name
>    population in the RealName field?
>    Thanks!
>    --
>    Max McGrath
>    Asst. Network Admin/Systems Specialist
>    Carthage College
>    262-552-5512
>    [1]mmcgrath at carthage.edu
> 
> References
> 
>    Visible links
>    1. mailto:mmcgrath at carthage.edu

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From mark.jenks at iodincorporated.com  Wed Sep 15 19:58:37 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Wed, 15 Sep 2010 18:58:37 -0500
Subject: [rt-users] RTx-Tags clearing?
In-Reply-To: <AANLkTin-8ewMOcH5kwdhT9zcNyKHorOFv8n1nL6ZxAyT@mail.gmail.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0BB56AE3@imcmail2.imcwi.com>
	<AANLkTin-8ewMOcH5kwdhT9zcNyKHorOFv8n1nL6ZxAyT@mail.gmail.com>
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0BB56B06@imcmail2.imcwi.com>

Excellent!  I didn't know that TAG's referred to resolved tickets also.

I am now starting the process of going back through them and removing the offending tags.

Thanks!


-----Original Message-----
From: Jerrad Pierce [mailto:jpierce at cambridgeenergyalliance.org] 
Sent: Wednesday, September 15, 2010 4:52 PM
To: Mark Jenks
Cc: rt-users
Subject: Re: [rt-users] RTx-Tags clearing?

On Wed, Sep 15, 2010 at 17:39, Mark Jenks
<mark.jenks at iodincorporated.com> wrote:
> I have the clould configured and working great.? Except one of the new
> employees starting putting extra stuff in there and have made the cloud look
> terrible.

> Is there a way to edit out things or just purge it and start over?
Have you removed the offending values from all tickets?
The cloud should only display tags that are in use.
Ideally you should be able to just click the undesirable tag in the cloud,
then change your search results view to Bulk Update and edit. It may not
be as simple as that though, depending on what type of CustomField you
are using for your tags, and what version of RT (slightly older versions
don't have support for some fancier CF types like autocomplete in Bulk
Update). Bulk Update would also replace the whole field, and not only
one of several comma delimited values if present; "fixing" that is a tough
nut to crack.

I hope this helps,

Jerrad
-- 
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 sevk at maks.net  Thu Sep 16 03:35:52 2010
From: sevk at maks.net (Sergey Kozhedub)
Date: Thu, 16 Sep 2010 11:35:52 +0400
Subject: [rt-users] Custom condition problem
In-Reply-To: <AANLkTinkuvv7zuPyPCnZOraQ_pc2t2St3XAo+6sGXQmi@mail.gmail.com>
References: <4C8FFCC5.1010106@maks.net>
	<AANLkTinkuvv7zuPyPCnZOraQ_pc2t2St3XAo+6sGXQmi@mail.gmail.com>
Message-ID: <4C91C8D8.8050204@maks.net>

Hi Ruslan,

This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm

The code is:
         foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) { 
 

             my $Object = $args{'Object'}; 
 

             $Object = $class->new( $session{'CurrentUser'} ) 
 

                 unless $Object && ref $Object eq $class; 
 

 
 

             $Object->Load( $id ) unless ($Object->id || 0) == $id; 
 

             unless ( $Object->id ) { 
 

                 $RT::Logger->warning("Couldn't load object $class 
#$id"); 

                 next; 
 

             } 
 

 
 

...

But I'm not familiar with RT internals to check it...



Regards,
Sergey Kozhedub




On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:
> Hi,
>
> As far as I can see error is not related to the scrip. Error happens in
> Web.pm.
>
>> 15.09.2010 2:50 ???????????? "Sergey Kozhedub" <sevk at maks.net
>> <mailto:sevk at maks.net>> ???????:
>>
>> Hello all,
>>
>> I'm trying to implement MuteResolve
>> (http://wiki.bestpractical.com/view/MuteResolve) in my RT-3.8.4
>> installation but it doesn't work for me.
>> Finally I cut my script just to:
>> {code}
>> return 0 unless ($self->TransactionObj->Type eq "Status" &&
>> $self->TransactionObj->NewValue eq "resolved");
>>
>> return 1;
>> {code}
>>
>> When changing status of the ticket to open I don't see any errors. But
>> if I resolve the ticket I always get this error in logs:
>> Sep 15 00:17:38 rt RT: Couldn't load object RT::Transaction #0
>> (/var/www/rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127
>> <http://rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127>)
>>
>> What I'm doing wrong?
>>
>> Condition: User Defined
>> Action: Notify Requestors
>> Template: Global template: Resolved
>> Stage: TransactionBatch
>>
>>
>> Regards,
>> Sergey Kozhedub
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>



From kbensch at fullnet.co.uk  Thu Sep 16 04:55:05 2010
From: kbensch at fullnet.co.uk (Kobus Bensch)
Date: Thu, 16 Sep 2010 08:55:05 +0000
Subject: [rt-users] Change Custom Field layout
In-Reply-To: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
References: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
Message-ID: <1593374234-1284627308-cardhu_decombobulator_blackberry.rim.net-1349908074-@bda2271.bisx.produk.on.blackberry>

Can anybody assist me with changing the layout of CFs when attached to a ticket please
Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry? wireless device

-----Original Message-----
From: "Kobus Bensch" <kbensch at fullnet.co.uk>
Sender: rt-users-bounces at lists.bestpractical.com
Date: Wed, 15 Sep 2010 10:46:40 
To: <rt-users at lists.bestpractical.com>
Reply-To: kbensch at fullnet.co.uk
Subject: [rt-users] Change Custom Field layout

Hello everyone
?
I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF?s I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2.
?
Can anybody advise as to where I can change this please?
?
Thanks
?
Kobus

Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry? wireless device

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

From Marco.deSousa at billag.com  Thu Sep 16 06:41:28 2010
From: Marco.deSousa at billag.com (Marco.deSousa at billag.com)
Date: Thu, 16 Sep 2010 12:41:28 +0200
Subject: [rt-users] Change Custom Field layout
In-Reply-To: <1593374234-1284627308-cardhu_decombobulator_blackberry.rim.net-1349908074-@bda2271.bisx.produk.on.blackberry>
References: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
	<1593374234-1284627308-cardhu_decombobulator_blackberry.rim.net-1349908074-@bda2271.bisx.produk.on.blackberry>
Message-ID: <C38B0B6AEFA3994F9BF6ABA2E9833EBF7ACA58375B@sg000004.corproot.net>

Hello,

Have the same problem, i just can set the order of custom fields in Menu>Configuration>Queue>CF

The problem is you can only move up/down the fields.

I think, there is only an away, we need to overlay some classes, see Chapter 10 (RT essentials),
probably need to change some code in CSS

But perhaps it exist an extention to install that features.

Best regards.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kobus Bensch
Sent: Thursday, September 16, 2010 10:55 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Change Custom Field layout

Can anybody assist me with changing the layout of CFs when attached to a ticket please
Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry? wireless device

-----Original Message-----
From: "Kobus Bensch" <kbensch at fullnet.co.uk>
Sender: rt-users-bounces at lists.bestpractical.com
Date: Wed, 15 Sep 2010 10:46:40 
To: <rt-users at lists.bestpractical.com>
Reply-To: kbensch at fullnet.co.uk
Subject: [rt-users] Change Custom Field layout

Hello everyone
?
I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF's I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2.
?
Can anybody advise as to where I can change this please?
?
Thanks
?
Kobus

Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry? wireless device

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


From gavin.henry at gmail.com  Thu Sep 16 07:15:19 2010
From: gavin.henry at gmail.com (Gavin Henry)
Date: Thu, 16 Sep 2010 12:15:19 +0100
Subject: [rt-users] Suppressing outgoing email from another queue if ticket
 is moved into our Spam queue
Message-ID: <AANLkTi=_GqLhSPFzky8AKvY+-9tsBvNx+j74oiUAXfmv@mail.gmail.com>

Hi,

We're using 1b from http://wiki.bestpractical.com/view/SpamFiltering
and have also installed the disable global scrips extension to switch
of emails for this Spam queue.

The problem is as a ticket hits my support or sales queue etc. first,
an email is still being sent out. How can we disable this for detected
Spam so the notify emails get stopped?

Thanks.

-- 
http://www.suretecsystems.com/services/openldap/
http://www.suretectelecom.com


From Ingo.Itter at ages.de  Thu Sep 16 10:10:21 2010
From: Ingo.Itter at ages.de (Ingo.Itter at ages.de)
Date: Thu, 16 Sep 2010 16:10:21 +0200
Subject: [rt-users] Set Comment on CLI Create ?
Message-ID: <OFB9F71CD7.ABBDCDA6-ONC12577A0.004D841F-C12577A0.004DDA07@ages.de>

Hello, 

i read in the past, that there is no way to get an Comment to a ticket, 
that i create ?

I've try:
opt/rt3/bin/rt create -t ticket set status=new Queue=Operating 
owner=nobody requestors=nagios Comment='This is the Comment' subject='Test 
Subject 2'



_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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From sgsax at ksu.edu  Thu Sep 16 10:18:56 2010
From: sgsax at ksu.edu (Seth Galitzer)
Date: Thu, 16 Sep 2010 09:18:56 -0500
Subject: [rt-users] Set Comment on CLI Create ?
In-Reply-To: <OFB9F71CD7.ABBDCDA6-ONC12577A0.004D841F-C12577A0.004DDA07@ages.de>
References: <OFB9F71CD7.ABBDCDA6-ONC12577A0.004D841F-C12577A0.004DDA07@ages.de>
Message-ID: <4C922750.70202@ksu.edu>

I believe the reason is that when you use "set", you are setting values 
to fields in the ticket.  A comment is not a field in the ticket so much 
as it is an object of a specific type that is attached to a ticket.

If you want to create a ticket and then comment on it, you'll need to 
capture the output from the "rt create" command and get the new ticket 
id from it, then use that for a separate "rt comment" command.

Seth

On 09/16/2010 09:10 AM, Ingo.Itter at ages.de wrote:
>
> Hello,
>
> i read in the past, that there is no way to get an Comment to a ticket,
> that i create ?
>
> I've try:
> opt/rt3/bin/rt create -t ticket set status=new Queue=Operating
> owner=nobody requestors=nagios Comment='This is the Comment'
> subject='Test Subject 2'
>
>
> _______________________________________________________________________
> Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
> AGES Maut System GmbH & Co. KG
> AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
> AGES International GmbH & Co. KG
> AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
> AGES ETS GmbH
> AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


-- 
Seth Galitzer
Systems Coordinator
Computing and Information Sciences
Kansas State University
http://www.cis.ksu.edu/~sgsax
sgsax at ksu.edu
785-532-7790


From naweedmohammed.ahmed at lexisnexis.com  Thu Sep 16 10:51:49 2010
From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT))
Date: Thu, 16 Sep 2010 10:51:49 -0400
Subject: [rt-users] Set a Group as AdmiCC on ticket create
Message-ID: <8B590F2F6F36C0489A41B816231BF1BE054D5D78@INFMAIL.na.choicepoint.net>

How can we set a group as 'AdminCc' on ticket creation based on a value
of custom field? 

 

Thanks

Naweed Ahmed

LexisNexis

Consulting Software Engineer

euho607 at LexisNexis.com <mailto:euho607 at LexisNexis.com> 

O: 561 982 5276

M: 561 414 3559

 




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From jpierce at cambridgeenergyalliance.org  Thu Sep 16 11:35:24 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Thu, 16 Sep 2010 11:35:24 -0400
Subject: [rt-users] RTx-Tags clearing?
In-Reply-To: <C04C91F114EEFC4FBC8D74033F1D859A0BB56B06@imcmail2.imcwi.com>
References: <C04C91F114EEFC4FBC8D74033F1D859A0BB56AE3@imcmail2.imcwi.com>
	<AANLkTin-8ewMOcH5kwdhT9zcNyKHorOFv8n1nL6ZxAyT@mail.gmail.com>
	<C04C91F114EEFC4FBC8D74033F1D859A0BB56B06@imcmail2.imcwi.com>
Message-ID: <AANLkTinYUxn126Vf1Xgw2HP9hqtTzb=gtFt8REHA6=1S@mail.gmail.com>

On Wed, Sep 15, 2010 at 19:58, Mark Jenks
<mark.jenks at iodincorporated.com> wrote:
> Excellent! ?I didn't know that TAG's referred to resolved tickets also.
It depends on the config, in the default yes.

http://search.cpan.org/~jpierce/RTx-Tags-0.25/etc/Tags_Config.pm

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


From ruz at bestpractical.com  Thu Sep 16 12:26:49 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 16 Sep 2010 20:26:49 +0400
Subject: [rt-users] rt 3.8.8 issue with CSS
In-Reply-To: <2e70b6a6551da22503f13b6c7bc395df.squirrel@yoda.im>
References: <629453ff826cb72b52a994c8f3ea6073.squirrel@yoda.im>
	<fc2c305c592d0c9761959304e99667b3.squirrel@yoda.im>
	<2e70b6a6551da22503f13b6c7bc395df.squirrel@yoda.im>
Message-ID: <AANLkTikHfTq10cokU5=Gyb8kt5P2r6suA8RmC8J_UAOo@mail.gmail.com>

Hi,

Reasons for that error:
* permissions on files and dirs
* cpan shell you run uses another perl version that may be installed on your
system

14.09.2010 0:42 ???????????? "Val Polyakov" <val at polyakov.me> ???????:

another update:

when I go to http://myServer/ticket/NoAuth/css/index.html this is what I
get:

Error during compilation of /opt/rt3/share/html/NoAuth/css/dhandler: Can't
locate CSS/Squish.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib /opt/rt3/lib
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67] [CSS/Squish.pm:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [CSS/Squish.pm:67] BEGIN failed--compilation
aborted at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [/opt/rt3/share/html/NoAuth/css/dhandler:67]

however:

[root at curt ~]# perl -MCPAN -e 'install CSS::Squish'
CPAN: Storable loaded ok
Going to read /home/vpolya/.cpan/Metadata
 Database was generated on Mon, 13 Sep 2010 11:30:52 GMT
CSS::Squish is up to date.
[root at curt ~]#


this is probably the source of my CSS issue..   why cant it find it, while
CPAN claims its installed? :/



> Also, thought it might be a good idea to attach my RT_SiteConfig.pm ...
>
> And this:
>
> [root at ...
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From falcone at bestpractical.com  Thu Sep 16 13:27:31 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Sep 2010 13:27:31 -0400
Subject: [rt-users] RT 3.8.8 rt-mailgate issues
In-Reply-To: <2989493bdcd61f1a01cbe74c2fc72523.squirrel@yoda.im>
References: <dcac72b8b93df34a17ba0eabe5d75494.squirrel@yoda.im>
	<2989493bdcd61f1a01cbe74c2fc72523.squirrel@yoda.im>
Message-ID: <20100916172731.GU550@jibsheet.com>

On Tue, Sep 14, 2010 at 04:11:18PM -0400, Val Polyakov wrote:
> Hello, anyone ?
> 
> [root at myhost ~]# echo "hi" | /etc/smrsh/rt-mailgate --queue General

This is not a valid test.  You need to have a From: line or you'll get

> --action correspond --url http://myhost.mydomain.com/ticket --debug
> /etc/smrsh/rt-mailgate: temp file is '/tmp/Bsdm047j3r'
> /etc/smrsh/rt-mailgate: connecting to
> http://myhost.mydomain.com/ticket/REST/1.0/NoAuth/mail-gateway
> not ok - Could not load a valid user

not a valid user

Your previous report lacked RT's logs of the error which means any
answer is a guess.

-kevin

> [root at myhost ~]#
> 
> I have granted CreateTicket and ReplyToTicket rights to "Everyone" for the
> general queue ...
> 
> does anyone know what's going on?
> 
> 
> > rt-mailgate doesn't seem to be injecting new tickets into a fresh install
> > of rt 3.8.8 on RHEL5
> >
> > /var/log/maillog reports:
> >
> > Sep 14 14:20:13 myhost sendmail[32687]: o8EIKDHh032687:
> > from=<root at myhost.mydomain.com>, size=353, class=0, nrcpts=1,
> > msgid=<201009141820.o8EIKDoZ032686 at myhost.mydomain.com>, proto=ESMTP,
> > daemon=MTA, relay=localhost.localdomain [127.0.0.1]
> > Sep 14 14:20:13 myhost sendmail[32686]: o8EIKDoZ032686:
> > to=rt at myhost.mydomain.com, ctladdr=root (0/0), delay=00:00:00,
> > xdelay=00:00:00, mailer=relay, pri=30065, relay=[127.0.0.1] [127.0.0.1],
> > dsn=2.0.0, stat=Sent (o8EIKDHh032687 Message accepted for delivery)
> > Sep 14 14:20:13 myhost sendmail[32688]: o8EIKDHh032687:
> > to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> > http://myhost.mydomain.com/ticket", ctladdr=<rt at myhost.mydomain.com>
> > (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30576, dsn=2.0.0,
> > stat=Sent
> >
> >
> > I have the following in /etc/aliases :
> >
> > rt:		"|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> > http://myhost.mydomain.com/ticket"
> > rt-comment:	"|/etc/smrsh/rt-mailgate --queue general --action comment
> > --url http://myhost.mydomain.com/ticket"
> >
> >
> > The following produces no errors, but doesn't inject the ticket into RT
> > either:
> >
> > [root at myhost ~]# cat msg.txt | /etc/smrsh/rt-mailgate --queue general
> > --action correspond --url http://myhost.mydomain.com/ticket
> > [root at myhost ~]#
> >
> > [root at myhost ~]# cat msg.txt
> > testing
> > [root at myhost ~]#
> >
> >
> >
> > Can anyone push me in the right direction on how to troubleshoot this?
> >
> >
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
> >
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Thu Sep 16 13:32:36 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Sep 2010 13:32:36 -0400
Subject: [rt-users] RT Queue's cached?
In-Reply-To: <AANLkTimgSQ27Q0g0wDPxwekFemF6C_9VkEVU+GpLFE++@mail.gmail.com>
References: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
	<AANLkTimgSQ27Q0g0wDPxwekFemF6C_9VkEVU+GpLFE++@mail.gmail.com>
Message-ID: <20100916173236.GV550@jibsheet.com>

On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
>    try clearing the cache from your browser.

This is unlikely to be the problem
As reported by someone else, the queue list is cached in your session.
Log out and log back in

-kevin

>    On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1]maillist at konsoletek.com> wrote:
> 
>      I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I discovered in my
>      setup/configuration of the Queue's I want... that everything is being massively cached. I
>      make changes to the queues, even as far as disabling them... and nothing happens. Nothing
>      happens in that I go back to the main page, stab hard-refresh - and the list doesn't change.
>      I can go and restart apache, and the list doesn't change. The ONLY way I can get them
>      updated is if I go into RT_SiteConfig.pm and change $rtname. But as soon as I change that
>      back to the name it should be - it goes back to the old cached list. Though I will note, if
>      I go into Preferences, the "Default Queue" drop down is up to date.
> 
>      I am confused to all hell why this is happening and where this is coming from. I have not
>      set anything in RT_SiteConfig relating to cache. I've googled about and I can find very
>      little relating to RT and caching. I even tried following the "CleanMasonCache" information
>      from the wiki. No dice. If anyone has some pointers, I'd love to hear it.
>      -Jon
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>    Visible links
>    1. mailto:maillist at konsoletek.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From ruz at bestpractical.com  Thu Sep 16 13:32:49 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 16 Sep 2010 21:32:49 +0400
Subject: [rt-users] Custom condition problem
In-Reply-To: <AANLkTi=7Vft7Q3_dz9L0NnvhYx_Q61QxL2am-1QAZagz@mail.gmail.com>
References: <4C8FFCC5.1010106@maks.net>
	<AANLkTinkuvv7zuPyPCnZOraQ_pc2t2St3XAo+6sGXQmi@mail.gmail.com>
	<4C91C8D8.8050204@maks.net>
	<AANLkTi=7Vft7Q3_dz9L0NnvhYx_Q61QxL2am-1QAZagz@mail.gmail.com>
Message-ID: <AANLkTi=ujNL9WiNb9Zodu8LU3SzJFJhhMcZggk2Z4Zdv@mail.gmail.com>

Hi.

MuteResolve uses transaction custom fields which are kinda new in RT. Either
it's a bug in 3.8.4 or permissions related bug. You should try it on 3.8.8.

16.09.2010 11:36 ???????????? "Sergey Kozhedub" <sevk at maks.net> ???????:

Hi Ruslan,

This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm

The code is:
       foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {

           my $Object = $args{'Object'};

           $Object = $class->new( $session{'CurrentUser'} )

               unless $Object && ref $Object eq $class;




           $Object->Load( $id ) unless ($Object->id || 0) == $id;

           unless ( $Object->id ) {

               $RT::Logger->warning("Couldn't load object $class #$id");
               next;

           }




...

But I'm not familiar with RT internals to check it...



Regards,
Sergey Kozhedub






On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:

> >
> > Hi,
> >
> > As far as I can see error is not related to the scrip. Error happens in
> > Web.pm.
> >
>
>> >> 15.09.2010 2:50 ???????????? "Sergey Kozhedub" <sevk at maks.net
>> <mailto:sevk at maks.net>> ???????:
>>
>>
>> >>
>> >> Hello all,
>> >>
>> >> I'm trying to implement MuteResolve
>> >> (http://wiki.bestpractical.com/view/M...
>> <http://rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127>)
>>
>>
>> >>
>> >> What I'm doing wrong?
>> >>
>> >> Condition: User Defined
>> >> Action: Notify Requestors
>> >> Template:...
>>
>
>

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the m...
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From wulf at smeet.com  Thu Sep 16 13:35:32 2010
From: wulf at smeet.com (Wulf Coulmann)
Date: Thu, 16 Sep 2010 19:35:32 +0200
Subject: [rt-users] rt - CLI group edit membership
Message-ID: <20100916173532.GM9739@coulmann.de>


Hi, 

I failed to edit group memberships via cli. ENV at end of mail.

1. check who is member of a group -- so far, everything work as aspected

       wulf at host ~ $ rt show group/mygroup
         id: group/116
         Name: mygroup
         Description: mygroup
       
       Members: Member 1 <member.1 at mail.com>,
                Member 2 <member.2 at mail.com>,
                ... 
                Member 20 <member.20 at mail.com>

2. add a member (already existing and privileged user)
   I didn't find information how to define the new user
      mail address: member.1 at mail.com
        or
      id:           12345
        or
      as listed:    New Member <new.member at mail.com>
   
   all of them are acceptet but non of them work.
    

       wulf at host ~ $ rt edit group/mygroup add members=new.member at mail.com
         id: group/116
         Name: mygroup
         Description: mygroup
       
       Members: Member 1 <member.1 at mail.com>,
                Member 2 <member.2 at mail.com>,
                ... 
                Member 20 <member.20 at mail.com>,
  	        new.member at mail.com

    so at the moment this looks quit ok, but after check with 
       wulf at host ~ $ rt show group/mygroup
    the new member is not added. Same If I try to define by uid.
    e.g. I'm able to edit "privileged" state of a user via cli.


Did I use the syntax correct?
How to define the user (not /user/ID but user to add to members) ?
Is there a known bug? (didn't find anythink)?

ENV: Debian rt 3.8.8

Best Wulf++



From falcone at bestpractical.com  Thu Sep 16 13:40:38 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Sep 2010 13:40:38 -0400
Subject: [rt-users] "Could not load a valid user" problem
In-Reply-To: <4C909501.8060006@ripe.net>
References: <4C909501.8060006@ripe.net>
Message-ID: <20100916174038.GW550@jibsheet.com>

On Wed, Sep 15, 2010 at 11:42:25AM +0200, Tom Sylwestrowicz wrote:
> I know why this error is happening here, it's basically because the LDAP
> e-mail address field defaults to jbloggs at ripe.net. Joe has an alias that
> he uses, which is joe.bloggs at ripe.net which is also set up in his e-mail
> client. So when he sends a request to the RT queue, his address is seen
> as joe.bloggs at ripe.net, which is not what's in LDAP. This is the default
> e-mail setup we have here in the work place.
> 
> We can add an alias (Joe.Bloggs at ripe.net) for his user ID in LDAP, but
> is there a way that RT3 would check the aliases fields in LDAP and then
> associate incoming requests from the Joe.Bloggs at ripe.net alias with the
> default LDAP e-mail address of jbloggs at ripe.net?

I'm assuming you're using RT::Authen::ExternalAuth, but you don't say.
That has been an outstanding request for that module which has not yet
been implemented.

-kevin
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From falcone at bestpractical.com  Thu Sep 16 13:41:26 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Sep 2010 13:41:26 -0400
Subject: [rt-users] Change Custom Field layout
In-Reply-To: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
References: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
Message-ID: <20100916174126.GX550@jibsheet.com>

On Wed, Sep 15, 2010 at 10:46:40AM +0000, Kobus Bensch wrote:
> Hello everyone
> ?
> I need to change the Custom field layout. I have a few fields which
> I can see, but it is all listed in a 2 column display. Some of my
> CF?s I have changed to be bigger and it is now overlapping on the
> right. So ideally I would like just one column, not 2.

'Changed' how?
You're going to have to overlay code to make 1 column

-kevin

> Can anybody advise as to where I can change this please?
> ?
> Thanks
> ?
> Kobus
> 
> Best Regards
> Kobus Bensch
> Fullnet Solutions LTD
> 
> Sent from my BlackBerry? wireless device
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From ruz at bestpractical.com  Thu Sep 16 13:49:31 2010
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 16 Sep 2010 21:49:31 +0400
Subject: [rt-users] Set a Group as AdmiCC on ticket create
In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE054D5D78@INFMAIL.na.choicepoint.net>
References: <8B590F2F6F36C0489A41B816231BF1BE054D5D78@INFMAIL.na.choicepoint.net>
Message-ID: <AANLkTinPEa8U7FSxxs7cjoNnu+ay+Y494dOWmQgYWhoP@mail.gmail.com>

Hi.

You use a custom scrip for that. Condition:
return 0 if it's not create;
return 0 if custom field value is not correct;
return 1;

Action:
Load the group;
Add the group as admin;

I'm pretty sure most of it you can find on the wiki in snippets.

16.09.2010 19:07 ???????????? "Ahmed, Mohammed Naweed (LNG-BCT)" <
naweedmohammed.ahmed at lexisnexis.com> ???????:

 How can we set a group as ?AdminCc? on ticket creation based on a value of
custom field?



Thanks

*Naweed Ahmed***

*LexisNexis*

Consulting Software Engineer

euho607 at LexisNexis.com

O: 561 982 5276

M: 561 414 3559



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

* The information contained in this e-mail message is intended only for the
personal and confidential use of the recipient(s) named above. This message
may be an attorney-client communication and/or work product and as such is
privileged and confidential. If the reader of this message is not the
intended recipient or an agent responsible for delivering it to the intended
recipient, you are hereby notified that you have received this document in
error and that any review, dissemination, distribution, or copying of this
message is strictly prohibited. If you have received this communication in
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RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
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From janet.bass at nist.gov  Thu Sep 16 14:04:22 2010
From: janet.bass at nist.gov (Bass, Janet E.)
Date: Thu, 16 Sep 2010 14:04:22 -0400
Subject: [rt-users] 3 custom fields questions
Message-ID: <C8B7D466.162CC%jbass@nist.gov>

1) Can I remove the no value option in custom fields where you choose from a list?

2)My boss wants user to set their own ticket priorities, I have a custom field giving the 2 priority settings we allow and I want to set RT up to map the custom field to the ticket priority. Any ideas?

3) We are considering having 3 queues that would be determined by a custom field.
For example:
Custom field OS options
Windows
Unix
Other

Queue name Windows Unix Other

And then set it so if a ticket comes in with the custom fields  set to Windows, it would automatically go to the Windows queue. How would I set that up?

Thanks
Janet
--
Janet Bass



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From naweedmohammed.ahmed at lexisnexis.com  Thu Sep 16 14:29:35 2010
From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT))
Date: Thu, 16 Sep 2010 14:29:35 -0400
Subject: [rt-users] Set a Group as AdmiCC on ticket create
In-Reply-To: <AANLkTinPEa8U7FSxxs7cjoNnu+ay+Y494dOWmQgYWhoP@mail.gmail.com>
References: <8B590F2F6F36C0489A41B816231BF1BE054D5D78@INFMAIL.na.choicepoint.net>
	<AANLkTinPEa8U7FSxxs7cjoNnu+ay+Y494dOWmQgYWhoP@mail.gmail.com>
Message-ID: <8B590F2F6F36C0489A41B816231BF1BE054D6088@INFMAIL.na.choicepoint.net>

I am able to add the individual members as AdminCC's but not the group. It would be great if you have the code to add the 'Group' as AdminCC

 

Naweed Ahmed

Consulting Software Engineer

euho607 at LexisNexis.com <mailto:euho607 at LexisNexis.com> 

________________________________

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, September 16, 2010 1:50 PM
To: Ahmed, Mohammed Naweed (LNG-BCT)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Set a Group as AdmiCC on ticket create

 

Hi.

You use a custom scrip for that. Condition:
return 0 if it's not create;
return 0 if custom field value is not correct;
return 1;

Action:
Load the group;
Add the group as admin;

I'm pretty sure most of it you can find on the wiki in snippets.

	16.09.2010 19:07 ???????????? "Ahmed, Mohammed Naweed (LNG-BCT)" <naweedmohammed.ahmed at lexisnexis.com> ???????:

	How can we set a group as 'AdminCc' on ticket creation based on a value of custom field? 

	 

	Thanks

	Naweed Ahmed

	LexisNexis

	Consulting Software Engineer

	euho607 at LexisNexis.com <mailto:euho607 at LexisNexis.com> 

	O: 561 982 5276

	M: 561 414 3559

	 

	
________________________________


	The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. 

	
	
	RT Training in Washington DC, USA on Oct 25 & 26 2010
	Last one this year -- Learn how to get the most out of RT!




-----------------------------------------
The information contained in this e-mail message is intended only
for the personal and confidential use of the recipient(s) named
above. This message may be an attorney-client communication and/or
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reader of this message is not the intended recipient or an agent
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From falcone at bestpractical.com  Thu Sep 16 15:06:05 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 16 Sep 2010 15:06:05 -0400
Subject: [rt-users] Set a Group as AdmiCC on ticket create
In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE054D6088@INFMAIL.na.choicepoint.net>
References: <8B590F2F6F36C0489A41B816231BF1BE054D5D78@INFMAIL.na.choicepoint.net>
	<AANLkTinPEa8U7FSxxs7cjoNnu+ay+Y494dOWmQgYWhoP@mail.gmail.com>
	<8B590F2F6F36C0489A41B816231BF1BE054D6088@INFMAIL.na.choicepoint.net>
Message-ID: <20100916190605.GY550@jibsheet.com>

On Thu, Sep 16, 2010 at 02:29:35PM -0400, Ahmed, Mohammed Naweed (LNG-BCT) wrote:
>    I am able to add the individual members as AdminCC's but not the group. It would be great if
>    you have the code to add the `Group' as AdminCC

Provide the code you're using that doesn't work for adding the group,
maybe someone will see the problem.

-kevin

>    ----------------------------------------------------------------------------------------------
> 
>    From: rt-users-bounces at lists.bestpractical.com
>    [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov
>    Sent: Thursday, September 16, 2010 1:50 PM
>    To: Ahmed, Mohammed Naweed (LNG-BCT)
>    Cc: rt-users at lists.bestpractical.com
>    Subject: Re: [rt-users] Set a Group as AdmiCC on ticket create
> 
> 
> 
>    Hi.
> 
>    You use a custom scrip for that. Condition:
>    return 0 if it's not create;
>    return 0 if custom field value is not correct;
>    return 1;
> 
>    Action:
>    Load the group;
>    Add the group as admin;
> 
>    I'm pretty sure most of it you can find on the wiki in snippets.
> 
>      16.09.2010 19:07 pol'zovatel' "Ahmed, Mohammed Naweed (LNG-BCT)"
>      <[2]naweedmohammed.ahmed at lexisnexis.com> napisal:
> 
>      How can we set a group as `AdminCc' on ticket creation based on a value of custom field?
> 
> 
> 
>      Thanks
> 
>      Naweed Ahmed
> 
>      LexisNexis
> 
>      Consulting Software Engineer
> 
>      [3]euho607 at LexisNexis.com
> 
>      O: 561 982 5276
> 
>      M: 561 414 3559
> 
> 
> 
>    ----------------------------------------------------------------------------------------------
> 
>      The information contained in this e-mail message is intended only for the personal and
>      confidential use of the recipient(s) named above. This message may be an attorney-client
>      communication and/or work product and as such is privileged and confidential. If the reader
>      of this message is not the intended recipient or an agent responsible for delivering it to
>      the intended recipient, you are hereby notified that you have received this document in
>      error and that any review, dissemination, distribution, or copying of this message is
>      strictly prohibited. If you have received this communication in error, please notify us
>      immediately by e-mail, and delete the original message.
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
>    ----------------------------------------------------------------------------------------------
> 
>    The information contained in this e-mail message is intended only for the personal and
>    confidential use of the recipient(s) named above. This message may be an attorney-client
>    communication and/or work product and as such is privileged and confidential. If the reader of
>    this message is not the intended recipient or an agent responsible for delivering it to the
>    intended recipient, you are hereby notified that you have received this document in error and
>    that any review, dissemination, distribution, or copying of this message is strictly
>    prohibited. If you have received this communication in error, please notify us immediately by
>    e-mail, and delete the original message.
> 
> References
> 
>    Visible links
>    1. mailto:euho607 at lexisnexis.com
>    2. mailto:naweedmohammed.ahmed at lexisnexis.com
>    3. mailto:euho607 at lexisnexis.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From oconshaw at yahoo.com  Thu Sep 16 15:25:45 2010
From: oconshaw at yahoo.com (Shawn O'Connor)
Date: Thu, 16 Sep 2010 12:25:45 -0700 (PDT)
Subject: [rt-users] Return Requestor Organization information from Dashboard
	"Rt at a glance" page
Message-ID: <861109.23637.qm@web81405.mail.mud.yahoo.com>

I want to change the listing in RT at a glance to include "requestors", but rather than return an email address, I want it to return the requestor's Organization.  I've found the following: /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap.

 Requestors => {
        title     => 'Requestors', # loc
        attribute => 'Requestor.EmailAddress',        
        value     => sub { return $_[0]->Requestors->MemberEmailAddressesAsString }

I change value to:
value   => sub { return $_[0]->CreatorObj->Organization }

And this kinda works as long as the requestor created the ticket.  But really it is returning the creator of the ticket.  The unintended consequence is if I create a ticket on behalf of a client and then change the requestor from me to a client it still returns my organization name and not theirs.

Some guidance on getting this to work would be much appreciated.
Thanks in advance.


      


From mdashraf.ash at gmail.com  Thu Sep 16 16:23:43 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Thu, 16 Sep 2010 15:23:43 -0500
Subject: [rt-users] Owner does not get emails.
Message-ID: <4C927CCF.6050800@gmail.com>

  Hi,

I am dealing with this problem since installation. I received 
confirmation of request emails as a creator, also as a AdminCc or Cc, on 
the ticket list. But the administrator, root, or the owner never gets an 
email about the ticket has been created.

I can't figure out if the problem is with postfix or RT_SiteConfig or 
UserLocal.pm which i have not created yet. I cannot connect to LDAP too 
as it is not connecting.

My mail log file is pasted below. If anyone came across this problem, i 
would appreciate their help if can help me figure out.

/var/log/mail.log:


Sep 16 12:14:17 dev3 postfix/pickup[31117]: 127C62BC8D6: uid=33 
from=<www-data>
Sep 16 12:14:17 dev3 postfix/cleanup[31120]: 127C62BC8D6: 
message-id=<rt-3.8.1-24524-1284657256-405.43-3-0 at http://www.ammc.com>
Sep 16 12:14:17 dev3 postfix/qmgr[31119]: 127C62BC8D6: 
from=<www-data at mcfcinc.com>, size=1470, nrcpt=1 (queue active)
Sep 16 12:14:17 dev3 postfix/smtp[31122]: 127C62BC8D6: 
to=<ash at ammc.com>, relay=messenger.ammc.com[11.111.111.111]:25, 
delay=0.46, delays=0.11/0/0.21/0.14, dsn=2.0.0, status=sent (250 2.0.0 
Ok: queued as 9908A18E806)
Sep 16 12:14:17 dev3 postfix/qmgr[31119]: 127C62BC8D6: removed
Sep 16 12:53:55 dev3 postfix/qmgr[31119]: 5FAA62BC8C6: 
from=<root at mcfcinc.com>, size=350, nrcpt=2 (queue active)
Sep 16 12:53:55 dev3 postfix/qmgr[31119]: EBF012BC8C4: 
from=<root at mcfcinc.com>, size=392, nrcpt=2 (queue active)
Sep 16 12:53:55 dev3 local[32314]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 12:53:55 dev3 local[32316]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 12:53:55 dev3 postfix/local[32313]: 5FAA62BC8C6: 
to=<rt-its at dev3>, relay=local, delay=179315, delays=179315/0.03/0/0.06, 
dsn=4.3.0, status=deferred (temporary failure. Command output: local: 
fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory )
Sep 16 12:53:55 dev3 postfix/local[32315]: EBF012BC8C4: 
to=<rt-its at dev3>, relay=local, delay=179644, delays=179644/0.03/0/0.04, 
dsn=4.3.0, status=deferred (temporary failure. Command output: local: 
fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory )
Sep 16 14:03:55 dev3 postfix/qmgr[31119]: 5FAA62BC8C6: 
from=<root at mcfcinc.com>, size=350, nrcpt=2 (queue active)
Sep 16 14:03:55 dev3 postfix/qmgr[31119]: EBF012BC8C4: 
from=<root at mcfcinc.com>, size=392, nrcpt=2 (queue active)
Sep 16 14:03:55 dev3 local[2174]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 14:03:55 dev3 local[2175]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 14:03:55 dev3 postfix/local[2172]: 5FAA62BC8C6: to=<rt-its at dev3>, 
relay=local, delay=183515, delays=183515/0.03/0/0.07, dsn=4.3.0, 
status=deferred (temporary failure. Command output: local: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory )
Sep 16 14:03:55 dev3 postfix/local[2173]: EBF012BC8C4: to=<rt-its at dev3>, 
relay=local, delay=183844, delays=183844/0.03/0/0.05, dsn=4.3.0, 
status=deferred (temporary failure. Command output: local: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory )

The Queue email is rt-its at ammc.com for correspond as configured in 
master.cf

apache2/Error.log:

[Thu Sep 16 17:11:48 2010] [info]: 
<rt-3.8.1-24511-1284657108-1138.41-3-0 at http://www.ammc.com> #41/357 - 
Scrip 3 On Create Autoreply To Requestors 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:11:48 2010] [info]: 
<rt-3.8.1-24511-1284657108-1138.41-3-0 at http://www.ammc.com> sent  To: 
ash at ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Thu Sep 16 17:11:49 2010] [info]: 
<rt-3.8.1-24511-1284657108-231.41-4-0 at http://www.ammc.com> #41/357 - 
Scrip 4 On Create Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:11:49 2010] [info]: 
<rt-3.8.1-24511-1284657108-231.41-4-0 at http://www.ammc.com> No recipients 
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Thu Sep 16 17:11:49 2010] [info]: Ticket 41 created in queue 'ITS' by 
root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
[Thu Sep 16 17:13:32 2010] [info]: 
<rt-3.8.1-24512-1284657212-1087.42-3-0 at http://www.ammc.com> #42/363 - 
Scrip 3 On Create Autoreply To Requestors 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:13:32 2010] [info]: 
<rt-3.8.1-24512-1284657212-1087.42-3-0 at http://www.ammc.com> sent  To: 
ash at ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Thu Sep 16 17:13:33 2010] [info]: 
<rt-3.8.1-24512-1284657212-1896.42-4-0 at http://www.ammc.com> #42/363 - 
Scrip 4 On Create Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:13:33 2010] [info]: 
<rt-3.8.1-24512-1284657212-1896.42-4-0 at http://www.ammc.com> No 
recipients found. Not sending. 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Thu Sep 16 17:13:33 2010] [info]: Ticket 42 created in queue 'ITS' by 
root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
[Thu Sep 16 17:14:16 2010] [info]: 
<rt-3.8.1-24524-1284657256-405.43-3-0 at http://www.ammc.com> #43/369 - 
Scrip 3 On Create Autoreply To Requestors 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:14:17 2010] [info]: 
<rt-3.8.1-24524-1284657256-405.43-3-0 at http://www.ammc.com> sent  To: 
ash at ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Thu Sep 16 17:14:17 2010] [info]: 
<rt-3.8.1-24524-1284657256-689.43-4-0 at http://www.ammc.com> #43/369 - 
Scrip 4 On Create Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:14:17 2010] [info]: 
<rt-3.8.1-24524-1284657256-689.43-4-0 at http://www.ammc.com> No recipients 
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Thu Sep 16 17:14:17 2010] [info]: Ticket 43 created in queue 'ITS' by 
root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)


Please let me know if you need any more files to look to identify the 
problem.

* LDAP does not connect too. If you can give a quick look if anything is 
wrong in there*

Also RT_SiteConfig.pm:

#Set(@Plugins,(qw(Extension::QuickDelete)));
#Set(@Plguins,(qw(RT::FM)));
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
#Set($LogToFileNamedl, "rt.log");
#Set($LogToFile, 'debug');

Set($CorrespondAddress, 'rt-its at ammc.com');
Set($CommentAddress, 'rt-comment at ammc.com');

@MailCommand , 'sendmailpipe';
$SendMailArguments = "-oi -t";
$SendmailPath = "/usr/sbin/sendmail";
$SenderMustExistInExternaDatabase = undef;

#Set($MailCommand, 'sendmail');
#Set($SendMailArguments, "-bm --rt-its at ammc.com");
#Set($SendmailPath, "/usr/sbin/exim4");

Set($NotifyActor, 0);
Set($RecordOutgoingEmail, 1);
Set($Timezone, 'US/Central');

$WebURL = $WebBaseURL . $WebPath . "/";

Set($WebExternalAuth, 1);
Set($WebFallbackToInternalAuth, true);
Set($WebExternalAuto , 1);

#The order in which the services are defined in External Settings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# Should be considered disabled.
# Once user info is found, no more services are checked.

Set ($ExternalAuthPriority, ['My_LDAP']);
Set ($ExternalInfoPriority, ['My_LDAP']);
#Set ($ExternalServiceUsesSSLorTLS, 1);
Set ($AutoCreateNonExternalUsers, 1);

#These are 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']);


Set($ExternalSettings,  {
        'My_LDAP' =>
     {
  ## GENERIC SECTION

# The type of service (db/ldap/cookie)

'type' => 'ldap',

# Should the service be used for authentication?

'auth' => 1,

# Should the service be used for information?

'info' => 1,

# The server hosting the service

'server' => 'server.ammc.local',

## SERVICE-SPECIFIC SECTION
# If you can bind to your LDAP server anonymously you should
#remove the user and pass config lines, otherwise specifyy them here:

# The username RT should be used to connect to the LDAP server

'user' => 'CN="administrator"',

# The password RT should use to connect to the LDAP server

'pass' => 'ammc1234',
# The LDAP search base

'base' => 'dc=ammc, dc=local',

# The filter to use to match RT-Users

'filter' => '(objectclass = Person)',

# The filter that will only match disable users

'd_filter' => '(userAccountControl : 1.2.840.113556.1.4.803:=2)',

#'d_filter' => '(&(objectCategory=person) 
(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2))',

# Should we try to use TLS to encrypt connections?

'tls' => 0,

#'ssl_version' => 3,

# What other args should I pass to Net::LDAP->new($host, @args)?

'net_ldap_args' => [version => 3],

# Does authentication depend on group membership? What group name?

#'group' =>'',

#what is the attribute for the group object that determines membership?

#'group_attr' => '',

## RT ATTRIBUTE MATCHING SECTION

#The list of RT attributes that uniquely identify a user

'attr_match_list' => [ 'Name','Email 
Address','RealName','WorkPhone','Address2'],

# The mapping of RT attributes on to LDAP attributes

'attr_map' => {'Name' => 'sAMAaccountName','EmailAddress' => 
'mail','Organization' => 'physicalDeliveryOfficeName','RealName' => 
'cn','EternalAuthId'=> 'sAMAccountname',





From elacour at easter-eggs.com  Thu Sep 16 16:30:09 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 16 Sep 2010 22:30:09 +0200
Subject: [rt-users] 3 custom fields questions
In-Reply-To: <C8B7D466.162CC%jbass@nist.gov>
References: <C8B7D466.162CC%jbass@nist.gov>
Message-ID: <20100916203009.GB4915@easter-eggs.com>

On Thu, Sep 16, 2010 at 02:04:22PM -0400, Bass, Janet E. wrote:
> 1) Can I remove the no value option in custom fields where you choose from a list?
> 

Yes, look for "no value" in share/html/Elements/EditCustomFieldSelect

> 2)My boss wants user to set their own ticket priorities, I have a
> custom field giving the 2 priority settings we allow and I want to set
> RT up to map the custom field to the ticket priority. Any ideas?
> 

why not using RT::Extension::PriorityAsString?

> 3) We are considering having 3 queues that would be determined by a custom field.
> For example:
> Custom field OS options
> Windows
> Unix
> Other
> 
> Queue name Windows Unix Other
> 
> And then set it so if a ticket comes in with the custom fields  set to Windows, it would automatically go to the Windows queue. How would I set that up?
> 

using a scrip, but why using same CF as queue ? Why not using separate
emails to dispatch ticket in queue?



From elacour at easter-eggs.com  Thu Sep 16 16:32:49 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 16 Sep 2010 22:32:49 +0200
Subject: [rt-users] Return Requestor Organization information from
 Dashboard "Rt at a glance" page
In-Reply-To: <861109.23637.qm@web81405.mail.mud.yahoo.com>
References: <861109.23637.qm@web81405.mail.mud.yahoo.com>
Message-ID: <20100916203249.GC4915@easter-eggs.com>

On Thu, Sep 16, 2010 at 12:25:45PM -0700, Shawn O'Connor wrote:
> I want to change the listing in RT at a glance to include "requestors", but rather than return an email address, I want it to return the requestor's Organization.  I've found the following: /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap.
> 
>  Requestors => {
>         title     => 'Requestors', # loc
>         attribute => 'Requestor.EmailAddress',        
>         value     => sub { return $_[0]->Requestors->MemberEmailAddressesAsString }
> 
> I change value to:
> value   => sub { return $_[0]->CreatorObj->Organization }
> 
> And this kinda works as long as the requestor created the ticket.  But really it is returning the creator of the ticket.  The unintended consequence is if I create a ticket on behalf of a client and then change the requestor from me to a client it still returns my organization name and not theirs.
> 

If you are sure that there is always one requestor, then use
Requestors->UserMembersObj->First->Organization.

Else, you have to write a sub to get all Organization to display them.



From maillist at konsoletek.com  Thu Sep 16 19:30:17 2010
From: maillist at konsoletek.com (Jon Davis)
Date: Thu, 16 Sep 2010 16:30:17 -0700
Subject: [rt-users] RT Queue's cached?
In-Reply-To: <20100916173236.GV550@jibsheet.com>
References: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
	<AANLkTimgSQ27Q0g0wDPxwekFemF6C_9VkEVU+GpLFE++@mail.gmail.com>
	<20100916173236.GV550@jibsheet.com>
Message-ID: <AANLkTim4zTHjuF-sj8w5A__3WvEW6HycJbi2KB=RcS-Z@mail.gmail.com>

Problem: I'm use $WebExternalAuth, with Apache/LDAP.  I don't even have a
logout button.  If I use a different browser, it shows (of course, since I
am in a different session).  If I wait, it will eventually show up.

I have tried manually going to $RT/NoAuth/Logout.html - It shows me a logout
screen, then kicks me back to "login", which of course ends with me back in
the app.  The cache seems to be cleared, and my queues show up.  So I've got
a "hack" solution, is there any way to put the logout button back into play,
or one manually on the dashboard? Preferably without having to hack through
the guts of RT, because I'd like to not break my upgradeability.

Thanks for your help!
-Jon

On Thu, Sep 16, 2010 at 10:32, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
> >    try clearing the cache from your browser.
>
> This is unlikely to be the problem
> As reported by someone else, the queue list is cached in your session.
> Log out and log back in
>
> -kevin
>
> >    On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1]
> maillist at konsoletek.com> wrote:
> >
> >      I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I
> discovered in my
> >      setup/configuration of the Queue's I want... that everything is
> being massively cached. I
> >      make changes to the queues, even as far as disabling them... and
> nothing happens. Nothing
> >      happens in that I go back to the main page, stab hard-refresh - and
> the list doesn't change.
> >      I can go and restart apache, and the list doesn't change. The ONLY
> way I can get them
> >      updated is if I go into RT_SiteConfig.pm and change $rtname. But as
> soon as I change that
> >      back to the name it should be - it goes back to the old cached list.
> Though I will note, if
> >      I go into Preferences, the "Default Queue" drop down is up to date.
> >
> >      I am confused to all hell why this is happening and where this is
> coming from. I have not
> >      set anything in RT_SiteConfig relating to cache. I've googled about
> and I can find very
> >      little relating to RT and caching. I even tried following the
> "CleanMasonCache" information
> >      from the wiki. No dice. If anyone has some pointers, I'd love to
> hear it.
> >      -Jon
> >
> >      RT Training in Washington DC, USA on Oct 25 & 26 2010
> >      Last one this year -- Learn how to get the most out of RT!
> >
> > References
> >
> >    Visible links
> >    1. mailto:maillist at konsoletek.com
>
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kbensch at fullnet.co.uk  Thu Sep 16 19:37:38 2010
From: kbensch at fullnet.co.uk (Kobus Bensch - No Sig)
Date: Fri, 17 Sep 2010 00:37:38 +0100
Subject: [rt-users] Change Custom Field layout
In-Reply-To: <20100916174126.GX550@jibsheet.com>
References: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
	<20100916174126.GX550@jibsheet.com>
Message-ID: <4C92AA42.4020006@fullnet.co.uk>

  Can anybody help with this as I dont have a clue of what to do and 
where to do it. Some pointers would be helpful.

Thanks

Kobus

On 16/09/2010 18:41, Kevin Falcone wrote:
> On Wed, Sep 15, 2010 at 10:46:40AM +0000, Kobus Bensch wrote:
>> Hello everyone
>>   
>> I need to change the Custom field layout. I have a few fields which
>> I can see, but it is all listed in a 2 column display. Some of my
>> CF's I have changed to be bigger and it is now overlapping on the
>> right. So ideally I would like just one column, not 2.
> 'Changed' how?
> You're going to have to overlay code to make 1 column
>
> -kevin
>
>> Can anybody advise as to where I can change this please?
>>   
>> Thanks
>>   
>> Kobus
>>
>> Best Regards
>> Kobus Bensch
>> Fullnet Solutions LTD
>>
>> Sent from my BlackBerry? wireless device
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
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From kfcrocker at lbl.gov  Thu Sep 16 21:48:55 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 16 Sep 2010 18:48:55 -0700
Subject: [rt-users] Change Custom Field layout
In-Reply-To: <4C92AA42.4020006@fullnet.co.uk>
References: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
	<20100916174126.GX550@jibsheet.com>
	<4C92AA42.4020006@fullnet.co.uk>
Message-ID: <AANLkTi=7y9BePE+2rVyLZ2=TOXmc5m1BH6BMdh9-j8SG@mail.gmail.com>

Kobus,

Well, I've noticed that RT seems to arrange my sequence from left to right
top-down. Let's say I have 6 customfields applied to a queue. The CF I have
listed first is situated top/left on my screen and the CF listed second is
situated top/right, number three on my list is situated 2nd row/left and
number 4 is situated 2nd row/right and on and on. that's seems to be the way
mine are displayed once I have set the order in
Configuration->Queues->TicketCustomFields. Hope this helps.

Kenn
LBNL

On Thu, Sep 16, 2010 at 4:37 PM, Kobus Bensch - No Sig <
kbensch at fullnet.co.uk> wrote:

>  Can anybody help with this as I dont have a clue of what to do and where
> to do it. Some pointers would be helpful.
>
> Thanks
>
> Kobus
>
>
> On 16/09/2010 18:41, Kevin Falcone wrote:
>
> On Wed, Sep 15, 2010 at 10:46:40AM +0000, Kobus Bensch wrote:
>
>  Hello everyone
>
> I need to change the Custom field layout. I have a few fields which
> I can see, but it is all listed in a 2 column display. Some of my
> CF?s I have changed to be bigger and it is now overlapping on the
> right. So ideally I would like just one column, not 2.
>
>  'Changed' how?
> You're going to have to overlay code to make 1 column
>
> -kevin
>
>
>  Can anybody advise as to where I can change this please?
>
> Thanks
>
> Kobus
>
> Best Regards
> Kobus Bensch
> Fullnet Solutions LTD
>
> Sent from my BlackBerry? wireless device
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From sevk at maks.net  Fri Sep 17 04:25:49 2010
From: sevk at maks.net (Sergey Kozhedub)
Date: Fri, 17 Sep 2010 12:25:49 +0400
Subject: [rt-users] Custom condition problem
In-Reply-To: <AANLkTi=ujNL9WiNb9Zodu8LU3SzJFJhhMcZggk2Z4Zdv@mail.gmail.com>
References: <4C8FFCC5.1010106@maks.net>	<AANLkTinkuvv7zuPyPCnZOraQ_pc2t2St3XAo+6sGXQmi@mail.gmail.com>	<4C91C8D8.8050204@maks.net>	<AANLkTi=7Vft7Q3_dz9L0NnvhYx_Q61QxL2am-1QAZagz@mail.gmail.com>
	<AANLkTi=ujNL9WiNb9Zodu8LU3SzJFJhhMcZggk2Z4Zdv@mail.gmail.com>
Message-ID: <4C93260D.9040700@maks.net>

I'm testing this from user with SuperUser rights so this should not be 
permissions related.

I'll try to upgrade in the near future but have another idea:

Is it possible to distinguish between 2 resolve modes in custom condition?
One is when you click "resolve" in the ticket display 
(https://rt/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=xxx) 
and another when resolving from "Basics" 
(https://rt/Ticket/Modify.html?id=xxx)

If yes I can use one of the modes as "mute".

Thanks.

Regards,
Sergey Kozhedub



On 09/16/2010 09:32 PM, Ruslan Zakirov wrote:
> Hi.
>
> MuteResolve uses transaction custom fields which are kinda new in RT.
> Either it's a bug in 3.8.4 or permissions related bug. You should try it
> on 3.8.8.
>
>> 16.09.2010 11:36 ???????????? "Sergey Kozhedub" <sevk at maks.net
>> <mailto:sevk at maks.net>> ???????:
>>
>> Hi Ruslan,
>>
>> This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm
>>
>> The code is:
>>        foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {
>>
>>            my $Object = $args{'Object'};
>>
>>            $Object = $class->new( $session{'CurrentUser'} )
>>
>>                unless $Object && ref $Object eq $class;
>>
>>
>>
>>
>>            $Object->Load( $id ) unless ($Object->id || 0) == $id;
>>
>>            unless ( $Object->id ) {
>>
>>                $RT::Logger->warning("Couldn't load object $class #$id");
>>                next;
>>
>>            }
>>
>>
>>
>>
>> ...
>>
>> But I'm not familiar with RT internals to check it...
>>
>>
>>
>> Regards,
>> Sergey Kozhedub
>>
>>
>>
>>
>>
>>
>> On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:
>>
>>     >
>>     > Hi,
>>     >
>>     > As far as I can see error is not related to the scrip. Error
>>     happens in
>>     > Web.pm.
>>     >
>>
>>         >> 15.09.2010 2:50 ???????????? "Sergey Kozhedub"
>>         <sevk at maks.net <mailto:sevk at maks.net>
>>
>>         <mailto:sevk at maks.net <mailto:sevk at maks.net>>> ???????:
>>
>>
>>         >>
>>         >> Hello all,
>>         >>
>>         >> I'm trying to implement MuteResolve
>>         >> (http://wiki.bestpractical.com/view/M...
>>
>>         <http://rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127>)
>>
>>
>>         >>
>>         >> What I'm doing wrong?
>>         >>
>>         >> Condition: User Defined
>>         >> Action: Notify Requestors
>>         >> Template:...
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the m...
>>



From oconshaw at yahoo.com  Fri Sep 17 08:21:02 2010
From: oconshaw at yahoo.com (Shawn O'Connor)
Date: Fri, 17 Sep 2010 05:21:02 -0700 (PDT)
Subject: [rt-users] Return Requestor Organization information from
	Dashboard "Rt at a glance" page
In-Reply-To: <20100916203249.GC4915@easter-eggs.com>
Message-ID: <754767.61988.qm@web81407.mail.mud.yahoo.com>

Thanks for the reply back.  I had tried what you suggested previously, and I tried again per your instructions, but I'm met with the following error.  Either I'm calling it incorrectly or that isn't the right command.  See error below:

error:   	Can't call method "Organization" on an undefined value at /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
context:  	
...  	
172:  	Requestors => {
173:  	title => 'Requestors', # loc
174:  	attribute => 'Requestor.EmailAddress',
175:  	#value => sub { return $_[0]->CreatorObj->Organization }
176:  	value => sub { return $_[0]->Requestors->UserMembersObj->First->Organization }
177:  	#value => sub { return $_[0]->Requestors->MemberEmailAddressesAsString }
178:  	},
179:  	Cc => {
180:  	title => 'Cc', # loc
...  	
code stack:  	/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
/opt/rt3/share/html/Elements/CollectionList:125
/opt/rt3/share/html/Elements/ShowSearch:54
/opt/rt3/share/html/Widgets/TitleBox:51
/opt/rt3/share/html/Elements/ShowSearch:55
/opt/rt3/share/html/Elements/MyRT:95
/opt/rt3/share/html/index.html:86
/opt/rt3/share/html/autohandler:311
raw error

Thanks for your help!


      


From falcone at bestpractical.com  Fri Sep 17 08:38:12 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 08:38:12 -0400
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <4C927CCF.6050800@gmail.com>
References: <4C927CCF.6050800@gmail.com>
Message-ID: <20100917123812.GZ550@jibsheet.com>

On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:


> I am dealing with this problem since installation. I received
> confirmation of request emails as a creator, also as a AdminCc or
> Cc, on the ticket list. But the administrator, root, or the owner
> never gets an email about the ticket has been created.

You've not said why administrator root or the owner should get emails

> failure. Command output: local: fatal: execvp
> /opt/rt3/bin/rt-mailgate-queue: No such file or directory )

that isn't an RT installed file, why are you executing it?

> @MailCommand , 'sendmailpipe';
> $SendMailArguments = "-oi -t";
> $SendmailPath = "/usr/sbin/sendmail";
> $SenderMustExistInExternaDatabase = undef;

This isn't RT_SiteConfig.pm syntax

> Set($NotifyActor, 0);

You probably want to read up on this setting

-kevin
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From falcone at bestpractical.com  Fri Sep 17 08:39:53 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 08:39:53 -0400
Subject: [rt-users] RT Queue's cached?
In-Reply-To: <AANLkTim4zTHjuF-sj8w5A__3WvEW6HycJbi2KB=RcS-Z@mail.gmail.com>
References: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
	<AANLkTimgSQ27Q0g0wDPxwekFemF6C_9VkEVU+GpLFE++@mail.gmail.com>
	<20100916173236.GV550@jibsheet.com>
	<AANLkTim4zTHjuF-sj8w5A__3WvEW6HycJbi2KB=RcS-Z@mail.gmail.com>
Message-ID: <20100917123953.GA550@jibsheet.com>

On Thu, Sep 16, 2010 at 04:30:17PM -0700, Jon Davis wrote:
>    Problem: I'm use $WebExternalAuth, with Apache/LDAP. I don't even have a logout button. If I
>    use a different browser, it shows (of course, since I am in a different session). If I wait,
>    it will eventually show up.

Assuming you're doing basic auth with apache, the only way to log out
is by closing your browser.  RT can't affect things at that level.

-kevin

>    I have tried manually going to $RT/NoAuth/Logout.html - It shows me a logout screen, then
>    kicks me back to "login", which of course ends with me back in the app. The cache seems to be
>    cleared, and my queues show up. So I've got a "hack" solution, is there any way to put the
>    logout button back into play, or one manually on the dashboard? Preferably without having to
>    hack through the guts of RT, because I'd like to not break my upgradeability.
> 
>    Thanks for your help!
>    -Jon
> 
>    On Thu, Sep 16, 2010 at 10:32, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
>      > try clearing the cache from your browser.
> 
>      This is unlikely to be the problem
>      As reported by someone else, the queue list is cached in your session.
>      Log out and log back in
> 
>      -kevin
>      > On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1][2]maillist at konsoletek.com> wrote:
>      >
>      > I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I discovered in my
>      > setup/configuration of the Queue's I want... that everything is being massively cached. I
>      > make changes to the queues, even as far as disabling them... and nothing happens. Nothing
>      > happens in that I go back to the main page, stab hard-refresh - and the list doesn't
>      change.
>      > I can go and restart apache, and the list doesn't change. The ONLY way I can get them
>      > updated is if I go into RT_SiteConfig.pm and change $rtname. But as soon as I change that
>      > back to the name it should be - it goes back to the old cached list. Though I will note,
>      if
>      > I go into Preferences, the "Default Queue" drop down is up to date.
>      >
>      > I am confused to all hell why this is happening and where this is coming from. I have not
>      > set anything in RT_SiteConfig relating to cache. I've googled about and I can find very
>      > little relating to RT and caching. I even tried following the "CleanMasonCache"
>      information
>      > from the wiki. No dice. If anyone has some pointers, I'd love to hear it.
>      > -Jon
>      >
>      > RT Training in Washington DC, USA on Oct 25 & 26 2010
>      > Last one this year -- Learn how to get the most out of RT!
>      >
>      > References
>      >
>      > Visible links
>      > 1. mailto:[3]maillist at konsoletek.com
>      >
>      > RT Training in Washington DC, USA on Oct 25 & 26 2010
>      > Last one this year -- Learn how to get the most out of RT!
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
>    2. mailto:maillist at konsoletek.com
>    3. mailto:maillist at konsoletek.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From falcone at bestpractical.com  Fri Sep 17 08:40:29 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 08:40:29 -0400
Subject: [rt-users] Change Custom Field layout
In-Reply-To: <4C92AA42.4020006@fullnet.co.uk>
References: <192953066-1284547601-cardhu_decombobulator_blackberry.rim.net-1739949032-@bda2271.bisx.produk.on.blackberry>
	<20100916174126.GX550@jibsheet.com>
	<4C92AA42.4020006@fullnet.co.uk>
Message-ID: <20100917124029.GB550@jibsheet.com>

On Fri, Sep 17, 2010 at 12:37:38AM +0100, Kobus Bensch - No Sig wrote:
>    Can anybody help with this as I dont have a clue of what to do and where to do it. Some
>    pointers would be helpful.

You quoted my reply, but didn't reply to it.

-kevin

>    On 16/09/2010 18:41, Kevin Falcone wrote:
> 
>  On Wed, Sep 15, 2010 at 10:46:40AM +0000, Kobus Bensch wrote:
> 
>  Hello everyone
> 
>  I need to change the Custom field layout. I have a few fields which
>  I can see, but it is all listed in a 2 column display. Some of my
>  CF's I have changed to be bigger and it is now overlapping on the
>  right. So ideally I would like just one column, not 2.
> 
>  'Changed' how?
>  You're going to have to overlay code to make 1 column
> 
>  -kevin
> 
> 
>  Can anybody advise as to where I can change this please?
> 
>  Thanks
> 
>  Kobus
> 
>  Best Regards
>  Kobus Bensch
>  Fullnet Solutions LTD
> 
>  Sent from my BlackBerry(R) wireless device
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From falcone at bestpractical.com  Fri Sep 17 08:44:23 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 08:44:23 -0400
Subject: [rt-users] Return Requestor Organization information from
 Dashboard "Rt at a glance" page
In-Reply-To: <754767.61988.qm@web81407.mail.mud.yahoo.com>
	<20100916203249.GC4915@easter-eggs.com>
Message-ID: <20100917124423.GC550@jibsheet.com>

On Thu, Sep 16, 2010 at 10:32:49PM +0200, Emmanuel Lacour wrote:
> If you are sure that there is always one requestor, then use
> Requestors->UserMembersObj->First->Organization.

As Emmanuel said, it looks like you don't actually have requestors on
your ticket.  You'll need to write code that checks along to way to
make sure there are requestors.  I bet the
MemberEmailAddressesAsString code would be an interesting place to
start.

-kevin


On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn O'Connor wrote:
> Thanks for the reply back.  I had tried what you suggested previously, and I tried again per your instructions, but I'm met with the following error.  Either I'm calling it incorrectly or that isn't the right command.  See error below:
> 
> error:   	Can't call method "Organization" on an undefined value at /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
> context:  	
> ...  	
> 172:  	Requestors => {
> 173:  	title => 'Requestors', # loc
> 174:  	attribute => 'Requestor.EmailAddress',
> 175:  	#value => sub { return $_[0]->CreatorObj->Organization }
> 176:  	value => sub { return $_[0]->Requestors->UserMembersObj->First->Organization }
> 177:  	#value => sub { return $_[0]->Requestors->MemberEmailAddressesAsString }
> 178:  	},
> 179:  	Cc => {
> 180:  	title => 'Cc', # loc
> ...  	
> code stack:  	/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> /opt/rt3/share/html/Elements/CollectionList:125
> /opt/rt3/share/html/Elements/ShowSearch:54
> /opt/rt3/share/html/Widgets/TitleBox:51
> /opt/rt3/share/html/Elements/ShowSearch:55
> /opt/rt3/share/html/Elements/MyRT:95
> /opt/rt3/share/html/index.html:86
> /opt/rt3/share/html/autohandler:311
> raw error
> 
> Thanks for your help!
> 
> 
>       
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From mdashraf.ash at gmail.com  Fri Sep 17 08:50:07 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Fri, 17 Sep 2010 07:50:07 -0500
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <20100917123812.GZ550@jibsheet.com>
References: <4C927CCF.6050800@gmail.com> <20100917123812.GZ550@jibsheet.com>
Message-ID: <4C9363FF.6020206@gmail.com>

  Isn't it the administrator or the owner should be notified that a 
ticket is created.

I did not installed any other package other than RT. It started 
executing RT-mailgate in the bin folder to send out email.

The requestor does get an email back.

Don't i have to pick one between a sendmail or sendmailpipe?


On 9/17/2010 7:38 AM, Kevin Falcone wrote:
> On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:
>
>
>> I am dealing with this problem since installation. I received
>> confirmation of request emails as a creator, also as a AdminCc or
>> Cc, on the ticket list. But the administrator, root, or the owner
>> never gets an email about the ticket has been created.
> You've not said why administrator root or the owner should get emails
>
>> failure. Command output: local: fatal: execvp
>> /opt/rt3/bin/rt-mailgate-queue: No such file or directory )
> that isn't an RT installed file, why are you executing it?
>
>> @MailCommand , 'sendmailpipe';
>> $SendMailArguments = "-oi -t";
>> $SendmailPath = "/usr/sbin/sendmail";
>> $SenderMustExistInExternaDatabase = undef;
> This isn't RT_SiteConfig.pm syntax
>
>> Set($NotifyActor, 0);
> You probably want to read up on this setting
>
> -kevin
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From naweedmohammed.ahmed at lexisnexis.com  Fri Sep 17 09:09:00 2010
From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT))
Date: Fri, 17 Sep 2010 09:09:00 -0400
Subject: [rt-users] Read Only fields
Message-ID: <8B590F2F6F36C0489A41B816231BF1BE054D6500@INFMAIL.na.choicepoint.net>

 

Is there a way of displaying instructions on a ticket. I want to display
some 'Read only' text for the user creating the ticket. Is it possible?

 

Thanks

Naweed Ahmed

Consulting Software Engineer

 




-----------------------------------------
The information contained in this e-mail message is intended only
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From falcone at bestpractical.com  Fri Sep 17 09:11:19 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 09:11:19 -0400
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <4C9363FF.6020206@gmail.com>
References: <4C927CCF.6050800@gmail.com> <20100917123812.GZ550@jibsheet.com>
	<4C9363FF.6020206@gmail.com>
Message-ID: <20100917131119.GA74552@jibsheet.com>

On Fri, Sep 17, 2010 at 07:50:07AM -0500, Ashrock wrote:
>  Isn't it the administrator or the owner should be notified that a
> ticket is created.

Do you have a new Scrip to notify an Administrator?
Or did you mean AdminCc
Did you assign an owner at ticket creation

I'll quote what I said:
> >>Set($NotifyActor, 0);
> >You probably want to read up on this setting

You probably want to read up on that setting

> I did not installed any other package other than RT. It started
> executing RT-mailgate in the bin folder to send out email.

rt-mailgate is not used to send mail and RT would not use it to send
mail.  It is used to inject mail into RT to create tickets.
Please note, you are not running rt-mailgate, you are running
rt-mailgate-queue which is not a command RT installs.  Most likely,
your alias file is wrong.

> Don't i have to pick one between a sendmail or sendmailpipe?

The point is that
@MailCommand, 'sendmailpipe'
is not valid RT configuration syntax
There are at least 2 problems with it.

-kevin

> On 9/17/2010 7:38 AM, Kevin Falcone wrote:
> >On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:
> >
> >
> >>I am dealing with this problem since installation. I received
> >>confirmation of request emails as a creator, also as a AdminCc or
> >>Cc, on the ticket list. But the administrator, root, or the owner
> >>never gets an email about the ticket has been created.
> >You've not said why administrator root or the owner should get emails
> >
> >>failure. Command output: local: fatal: execvp
> >>/opt/rt3/bin/rt-mailgate-queue: No such file or directory )
> >that isn't an RT installed file, why are you executing it?
> >
> >>@MailCommand , 'sendmailpipe';
> >>$SendMailArguments = "-oi -t";
> >>$SendmailPath = "/usr/sbin/sendmail";
> >>$SenderMustExistInExternaDatabase = undef;
> >This isn't RT_SiteConfig.pm syntax
> >
> >
> >-kevin
> >
> >
> >
> >RT Training in Washington DC, USA on Oct 25&  26 2010
> >Last one this year -- Learn how to get the most out of RT!

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From oconshaw at yahoo.com  Fri Sep 17 09:29:21 2010
From: oconshaw at yahoo.com (Shawn O'Connor)
Date: Fri, 17 Sep 2010 06:29:21 -0700 (PDT)
Subject: [rt-users] Return Requestor Organization information from
	Dashboard "Rt at a glance" page
In-Reply-To: <20100917124423.GC550@jibsheet.com>
Message-ID: <368888.77227.qm@web81402.mail.mud.yahoo.com>

Thanks for the quick response.  Isn't the issue if there is more than one requestor?  I would just expect maybe the wrong requestor returned in that case.  Not the failure I'm seeing.  I can't imagine a scenario where I would have more than one requestor for the same ticket -- unless by accident somehow.  Wouldn't you nearly always have at least one requestor?  Are you saying then, that this errors out because somewhere in the list of tickets returned there is at least one ticket that does not have a requestor?

Thanks for the suggestion about "MemberEmailAddressesAsString".  I thought so too; I did play with that briefly as you may have noticed from the comment on line 177, but on this I really don't know what I'm doing.  Grasping at straws really.

Thanks again.

--- On Fri, 9/17/10, Kevin Falcone <falcone at bestpractical.com> wrote:

> From: Kevin Falcone <falcone at bestpractical.com>
> Subject: Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page
> To: rt-users at lists.bestpractical.com
> Date: Friday, September 17, 2010, 7:44 AM
> On Thu, Sep 16, 2010 at 10:32:49PM
> +0200, Emmanuel Lacour wrote:
> > If you are sure that there is always one requestor,
> then use
> >
> Requestors->UserMembersObj->First->Organization.
> 
> As Emmanuel said, it looks like you don't actually have
> requestors on
> your ticket.? You'll need to write code that checks
> along to way to
> make sure there are requestors.? I bet the
> MemberEmailAddressesAsString code would be an interesting
> place to
> start.
> 
> -kevin
> 
> 
> On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn O'Connor
> wrote:
> > Thanks for the reply back.? I had tried what you
> suggested previously, and I tried again per your
> instructions, but I'm met with the following error.?
> Either I'm calling it incorrectly or that isn't the right
> command.? See error below:
> > 
> > error:?????? Can't call
> method "Organization" on an undefined value at
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
> > context:? ??? 
> > ...? ??? 
> > 172:? ??? Requestors => {
> > 173:? ??? title =>
> 'Requestors', # loc
> > 174:? ??? attribute =>
> 'Requestor.EmailAddress',
> > 175:? ??? #value => sub {
> return $_[0]->CreatorObj->Organization }
> > 176:? ??? value => sub { return
> $_[0]->Requestors->UserMembersObj->First->Organization
> }
> > 177:? ??? #value => sub {
> return $_[0]->Requestors->MemberEmailAddressesAsString
> }
> > 178:? ??? },
> > 179:? ??? Cc => {
> > 180:? ??? title => 'Cc', # loc
> > ...? ??? 
> > code stack:? ???
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > /opt/rt3/share/html/Elements/CollectionList:125
> > /opt/rt3/share/html/Elements/ShowSearch:54
> > /opt/rt3/share/html/Widgets/TitleBox:51
> > /opt/rt3/share/html/Elements/ShowSearch:55
> > /opt/rt3/share/html/Elements/MyRT:95
> > /opt/rt3/share/html/index.html:86
> > /opt/rt3/share/html/autohandler:311
> > raw error
> > 
> > Thanks for your help!
> > 
> > 
> >? ? ???
> > 
> > RT Training in Washington DC, USA on Oct 25 & 26
> 2010
> > Last one this year -- Learn how to get the most out of
> RT!
> 
> 
> -----Inline Attachment Follows-----
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of
> RT!


      


From mdashraf.ash at gmail.com  Fri Sep 17 09:32:54 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Fri, 17 Sep 2010 08:32:54 -0500
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <20100917131119.GA74552@jibsheet.com>
References: <4C927CCF.6050800@gmail.com>
	<20100917123812.GZ550@jibsheet.com>	<4C9363FF.6020206@gmail.com>
	<20100917131119.GA74552@jibsheet.com>
Message-ID: <4C936E06.3060906@gmail.com>

  I didnot create a new scrip to notify the administrator.

I meant, if you select an owner to a ticket, the ticket created 
notification is not going to the owner, Do i need to write a scrip for that.
And when nobody is selected as owner, i was assuming that it should go 
to the queue address i created on the queue which it does not do.

Set ($NotifyActor, 0);

Isn't that  a setting to notify the creator of the ticket.?

I was thinking that it had something to do with my alias file. It is 
down below.

aliases:
  /etc/aliases
mailer-daemon: postmaster
postmaster: root
nobody: root
hostmaster: root
usenet: root
news: root
webmaster: root
www: root
ftp: root
abuse: root
noc: root
security: root
root: foktem
rt-its : "|/opt/rt3/bin/rt-mailgate-queue ITS --action correspond --url 
http://10.10.10.10:443"
rt-comment : "|/opt/rt3/bin/rt-mailgate-queue ITS --action comment --url 
http://10.10.10.10:443"
rt-mktg : "|opt/rt3/bin/rt-mailgate-queue marketing --action correspond 
--url http://10.10.10.10:443"
rt-los :"||opt/rt3/bin/rt-mailgate-queue loanofficer --action correspond 
--url http://10.10.10.10:443"


I probably got confused as i read many similar documents before 
configuring RT. and one of them said to use either a sendmail or 
sendmailpipe and while using sendmailpipe to mention that "-t" in the 
next line.



On 9/17/2010 8:11 AM, Kevin Falcone wrote:
> On Fri, Sep 17, 2010 at 07:50:07AM -0500, Ashrock wrote:
>>   Isn't it the administrator or the owner should be notified that a
>> ticket is created.
> Do you have a new Scrip to notify an Administrator?
> Or did you mean AdminCc
> Did you assign an owner at ticket creation
>
> I'll quote what I said:
>>>> Set($NotifyActor, 0);
>>> You probably want to read up on this setting
> You probably want to read up on that setting
>
>> I did not installed any other package other than RT. It started
>> executing RT-mailgate in the bin folder to send out email.
> rt-mailgate is not used to send mail and RT would not use it to send
> mail.  It is used to inject mail into RT to create tickets.
> Please note, you are not running rt-mailgate, you are running
> rt-mailgate-queue which is not a command RT installs.  Most likely,
> your alias file is wrong.
>
>> Don't i have to pick one between a sendmail or sendmailpipe?
> The point is that
> @MailCommand, 'sendmailpipe'
> is not valid RT configuration syntax
> There are at least 2 problems with it.
>
> -kevin
>
>> On 9/17/2010 7:38 AM, Kevin Falcone wrote:
>>> On Thu, Sep 16, 2010 at 03:23:43PM -0500, Ashrock wrote:
>>>
>>>
>>>> I am dealing with this problem since installation. I received
>>>> confirmation of request emails as a creator, also as a AdminCc or
>>>> Cc, on the ticket list. But the administrator, root, or the owner
>>>> never gets an email about the ticket has been created.
>>> You've not said why administrator root or the owner should get emails
>>>
>>>> failure. Command output: local: fatal: execvp
>>>> /opt/rt3/bin/rt-mailgate-queue: No such file or directory )
>>> that isn't an RT installed file, why are you executing it?
>>>
>>>> @MailCommand , 'sendmailpipe';
>>>> $SendMailArguments = "-oi -t";
>>>> $SendmailPath = "/usr/sbin/sendmail";
>>>> $SenderMustExistInExternaDatabase = undef;
>>> This isn't RT_SiteConfig.pm syntax
>>>
>>>
>>> -kevin
>>>
>>>
>>>
>>> RT Training in Washington DC, USA on Oct 25&   26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From vance_walsh at concordacademy.org  Fri Sep 17 09:35:33 2010
From: vance_walsh at concordacademy.org (Vance Walsh)
Date: Fri, 17 Sep 2010 09:35:33 -0400
Subject: [rt-users] LDAP in 3.0 Beta
In-Reply-To: <mailman.269.1284728782.726.rt-users@lists.bestpractical.com>
References: <mailman.269.1284728782.726.rt-users@lists.bestpractical.com>
Message-ID: <fc.000f737402c990ca3b9aca00f3f23c6d.2c990d7@concordacademy.org>

Has anyone gotten this working as of yet from a fresh install? If so I could
use some guidance as the 2.4 manual doc just isn't working for me.

Thanks in advance

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

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From falcone at bestpractical.com  Fri Sep 17 09:37:05 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 09:37:05 -0400
Subject: [rt-users] Return Requestor Organization information from
 Dashboard "Rt at a glance" page
In-Reply-To: <368888.77227.qm@web81402.mail.mud.yahoo.com>
References: <20100917124423.GC550@jibsheet.com>
	<368888.77227.qm@web81402.mail.mud.yahoo.com>
Message-ID: <20100917133704.GB74552@jibsheet.com>

On Fri, Sep 17, 2010 at 06:29:21AM -0700, Shawn O'Connor wrote:
> Thanks for the quick response.  Isn't the issue if there is more
> than one requestor?  I would just expect maybe the wrong requestor

If First is returning undef, then you have no requestors.
If you had 3 requestors, it would return the first one.
If you want all of them, you have to loop, which is why I pointed out
the MemberEmailAddressesAsString method

-kevin

> returned in that case.  Not the failure I'm seeing.  I can't imagine
> a scenario where I would have more than one requestor for the same
> ticket -- unless by accident somehow.  Wouldn't you nearly always
> have at least one requestor?  Are you saying then, that this errors
> out because somewhere in the list of tickets returned there is at
> least one ticket that does not have a requestor?

> Thanks for the suggestion about "MemberEmailAddressesAsString".  I thought so too; I did play with that briefly as you may have noticed from the comment on line 177, but on this I really don't know what I'm doing.  Grasping at straws really.
> 
> Thanks again.
> 
> --- On Fri, 9/17/10, Kevin Falcone <falcone at bestpractical.com> wrote:
> 
> > From: Kevin Falcone <falcone at bestpractical.com>
> > Subject: Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page
> > To: rt-users at lists.bestpractical.com
> > Date: Friday, September 17, 2010, 7:44 AM
> > On Thu, Sep 16, 2010 at 10:32:49PM
> > +0200, Emmanuel Lacour wrote:
> > > If you are sure that there is always one requestor,
> > then use
> > >
> > Requestors->UserMembersObj->First->Organization.
> > 
> > As Emmanuel said, it looks like you don't actually have
> > requestors on
> > your ticket.? You'll need to write code that checks
> > along to way to
> > make sure there are requestors.? I bet the
> > MemberEmailAddressesAsString code would be an interesting
> > place to
> > start.
> > 
> > -kevin
> > 
> > 
> > On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn O'Connor
> > wrote:
> > > Thanks for the reply back.? I had tried what you
> > suggested previously, and I tried again per your
> > instructions, but I'm met with the following error.?
> > Either I'm calling it incorrectly or that isn't the right
> > command.? See error below:
> > > 
> > > error:?????? Can't call
> > method "Organization" on an undefined value at
> > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap line 176.
> > > context:? ??? 
> > > ...? ??? 
> > > 172:? ??? Requestors => {
> > > 173:? ??? title =>
> > 'Requestors', # loc
> > > 174:? ??? attribute =>
> > 'Requestor.EmailAddress',
> > > 175:? ??? #value => sub {
> > return $_[0]->CreatorObj->Organization }
> > > 176:? ??? value => sub { return
> > $_[0]->Requestors->UserMembersObj->First->Organization
> > }
> > > 177:? ??? #value => sub {
> > return $_[0]->Requestors->MemberEmailAddressesAsString
> > }
> > > 178:? ??? },
> > > 179:? ??? Cc => {
> > > 180:? ??? title => 'Cc', # loc
> > > ...? ??? 
> > > code stack:? ???
> > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > > /opt/rt3/share/html/Elements/CollectionList:125
> > > /opt/rt3/share/html/Elements/ShowSearch:54
> > > /opt/rt3/share/html/Widgets/TitleBox:51
> > > /opt/rt3/share/html/Elements/ShowSearch:55
> > > /opt/rt3/share/html/Elements/MyRT:95
> > > /opt/rt3/share/html/index.html:86
> > > /opt/rt3/share/html/autohandler:311
> > > raw error
> > > 
> > > Thanks for your help!
> > > 
> > > 
> > >? ? ???
> > > 
> > > RT Training in Washington DC, USA on Oct 25 & 26
> > 2010
> > > Last one this year -- Learn how to get the most out of
> > RT!
> > 
> > 
> > -----Inline Attachment Follows-----
> > 
> > 
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of
> > RT!
> 
> 
>       
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Fri Sep 17 09:39:59 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 09:39:59 -0400
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <4C936E06.3060906@gmail.com>
References: <4C927CCF.6050800@gmail.com> <20100917123812.GZ550@jibsheet.com>
	<4C9363FF.6020206@gmail.com> <20100917131119.GA74552@jibsheet.com>
	<4C936E06.3060906@gmail.com>
Message-ID: <20100917133959.GC74552@jibsheet.com>

On Fri, Sep 17, 2010 at 08:32:54AM -0500, Ashrock wrote:
>    I didnot create a new scrip to notify the administrator.
> 
>    I meant, if you select an owner to a ticket, the ticket created notification is not going to
>    the owner, Do i need to write a scrip for that.

Configuration -> Global -> Scrips
Do you have one that says "On Create, Notify Owner" ?

>    And when nobody is selected as owner, i was assuming that it should go to the queue address i
>    created on the queue which it does not do.

No.  The queue address is the address that you send mail TO to create
tickets in RT.  If RT emailed that address, then it would create an
infinite loop.

>    Set ($NotifyActor, 0);
>    Isn't that  a setting to notify the creator of the ticket.?

I'll copy the documentation.  Although it appears your problem really
is that you didn't understand the correspond address or scrips.

=item C<$NotifyActor>

By default, RT doesn't notify the person who performs an update, as
they already know what they've done. If you'd like to change this
behaviour, Set C<$NotifyActor> to 1

=cut


>    rt-its : "|/opt/rt3/bin/rt-mailgate-queue ITS --action correspond --url
>    [1]http://10.10.10.10:443"
>    rt-comment : "|/opt/rt3/bin/rt-mailgate-queue ITS --action comment --url
>    [2]http://10.10.10.10:443"
>    rt-mktg : "|opt/rt3/bin/rt-mailgate-queue marketing --action correspond --url
>    [3]http://10.10.10.10:443"
>    rt-los :"||opt/rt3/bin/rt-mailgate-queue loanofficer --action correspond --url
>    [4]http://10.10.10.10:443"
> 
>    I probably got confused as i read many similar documents before configuring RT. and one of
>    them said to use either a sendmail or sendmailpipe and while using sendmailpipe to mention
>    that "-t" in the next line.

What is rt-mailgate-queue?  That is not a program that ships with RT.
The README that ships with RT contains a functioning mailgate example,
you appear to have deleted a very important space and -

-kevin
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From falcone at bestpractical.com  Fri Sep 17 09:40:48 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 09:40:48 -0400
Subject: [rt-users] LDAP in 3.0 Beta
In-Reply-To: <fc.000f737402c990ca3b9aca00f3f23c6d.2c990d7@concordacademy.org>
References: <mailman.269.1284728782.726.rt-users@lists.bestpractical.com>
	<fc.000f737402c990ca3b9aca00f3f23c6d.2c990d7@concordacademy.org>
Message-ID: <20100917134048.GD74552@jibsheet.com>

On Fri, Sep 17, 2010 at 09:35:33AM -0400, Vance Walsh wrote:
>    Has anyone gotten this working as of yet from a fresh install? If so I could use some guidance
>    as the 2.4 manual doc just isn't working for me.

3.0 of what?  2.4 of what?  LDAP doing what?

-kevin
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From smcstravick at eyelit.com  Fri Sep 17 09:44:48 2010
From: smcstravick at eyelit.com (Steve McStravick)
Date: Fri, 17 Sep 2010 09:44:48 -0400
Subject: [rt-users] RTFM 2.4.3r1 status?
Message-ID: <00c101cb566e$800fedf0$802fc9d0$@com>

Just wondering what the status is for this release.
I would like to upgrade from RT 3.8.6 to RT 3.8.8, but I read that RTFM
2.4.2 has problems with the latest RT 3.8.8 version.
 
I know BestPractical doesn't generally promise release date, but since RTFM
2.4.3rc1 has been out for a bit more than a month, I'm wondering if the
status is...
"Found Problems, so needs more work" or "Looking good, so should be out
soon"
 
Any insight?
 
Thanks,
Steve
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From mdashraf.ash at gmail.com  Fri Sep 17 10:02:01 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Fri, 17 Sep 2010 09:02:01 -0500
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <20100917133959.GC74552@jibsheet.com>
References: <4C927CCF.6050800@gmail.com>
	<20100917123812.GZ550@jibsheet.com>	<4C9363FF.6020206@gmail.com>
	<20100917131119.GA74552@jibsheet.com>	<4C936E06.3060906@gmail.com>
	<20100917133959.GC74552@jibsheet.com>
Message-ID: <4C9374D9.3070105@gmail.com>

  No, there isn't any scrip saying "On Create, Notify Owner", probably i 
need to create one !

Yeah, when i send a request to the queue email, it does not record on 
the queue, neither does it create a ticket.

I have made a mistake in rt-mailgate-queue... yeah now i realize that it 
should have a space and a "-" added between mailgate and queue.

It is sending mail to the creator, and also the owner. But when i select 
a nobody as a owner, i don't understand where does the mail go to. Also 
when i sent an email from a external SMTP server like GMAIL, it does not 
record on the RT mail queue, neither does it give back a ticket creation 
notification. Neither does it send a rejection notification.

Do i have to modify any settings. I understood what a notify actor does 
now. Do i have to use sendmail instead of a sendmailpipe. Coz i  have 
mailpipes created in master.cf for different queues.

master.cf:

rt-its   unix  -   n       n      -         -      pipe

     flags= user=rt-its argv=/opt/rt3/bin/rt-mailgate  --queue ITS 
--action correspond  --url http://10.10.10.10:443/

rt-comment   unix  -   n        n      -         -      pipe

     flags= user=rt-comment argv=/opt/rt3/bin/rt-mailgate  --queue ITS  
--action comment --url https://10.10.10.10:443/

rt-mktg  unix   -       n       n       -       -       pipe

     flags= user=rt-mktg argv=/opt/rt3/bin/rt-mailgate  --queue 
marketing --action correspond  --url http://10.10.10.10:443/

rt-los  unix    -       n       n       -       -       pipe

     flags= user=rt-los argv=/opt/rt3/bin/rt-mailgate  --queue 
loanofficer --action correspond  --url http://10.10.10.10:443/


On 9/17/2010 8:39 AM, Kevin Falcone wrote:
> On Fri, Sep 17, 2010 at 08:32:54AM -0500, Ashrock wrote:
>>     I didnot create a new scrip to notify the administrator.
>>
>>     I meant, if you select an owner to a ticket, the ticket created notification is not going to
>>     the owner, Do i need to write a scrip for that.
> Configuration ->  Global ->  Scrips
> Do you have one that says "On Create, Notify Owner" ?
>
>>     And when nobody is selected as owner, i was assuming that it should go to the queue address i
>>     created on the queue which it does not do.
> No.  The queue address is the address that you send mail TO to create
> tickets in RT.  If RT emailed that address, then it would create an
> infinite loop.
>
>>     Set ($NotifyActor, 0);
>>     Isn't that  a setting to notify the creator of the ticket.?
> I'll copy the documentation.  Although it appears your problem really
> is that you didn't understand the correspond address or scrips.
>
> =item C<$NotifyActor>
>
> By default, RT doesn't notify the person who performs an update, as
> they already know what they've done. If you'd like to change this
> behaviour, Set C<$NotifyActor>  to 1
>
> =cut
>
>
>>     rt-its : "|/opt/rt3/bin/rt-mailgate-queue ITS --action correspond --url
>>     [1]http://10.10.10.10:443"
>>     rt-comment : "|/opt/rt3/bin/rt-mailgate-queue ITS --action comment --url
>>     [2]http://10.10.10.10:443"
>>     rt-mktg : "|opt/rt3/bin/rt-mailgate-queue marketing --action correspond --url
>>     [3]http://10.10.10.10:443"
>>     rt-los :"||opt/rt3/bin/rt-mailgate-queue loanofficer --action correspond --url
>>     [4]http://10.10.10.10:443"
>>
>>     I probably got confused as i read many similar documents before configuring RT. and one of
>>     them said to use either a sendmail or sendmailpipe and while using sendmailpipe to mention
>>     that "-t" in the next line.
> What is rt-mailgate-queue?  That is not a program that ships with RT.
> The README that ships with RT contains a functioning mailgate example,
> you appear to have deleted a very important space and -
>
> -kevin
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Fri Sep 17 10:07:42 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 10:07:42 -0400
Subject: [rt-users] RTFM 2.4.3r1 status?
In-Reply-To: <00c101cb566e$800fedf0$802fc9d0$@com>
References: <00c101cb566e$800fedf0$802fc9d0$@com>
Message-ID: <20100917140742.GE74552@jibsheet.com>

On Fri, Sep 17, 2010 at 09:44:48AM -0400, Steve McStravick wrote:
>    Link: [1]File-List
> 
>    Just wondering what the status is for this release.
> 
>    I would like to upgrade from RT 3.8.6 to RT 3.8.8, but I read that RTFM 2.4.2 has problems
>    with the latest RT 3.8.8 version.
> 
> 
> 
>    I know BestPractical doesn't generally promise release date, but since RTFM 2.4.3rc1 has been
>    out for a bit more than a month, I'm wondering if the status is...
> 
>    "Found Problems, so needs more work" or "Looking good, so should be out soon"

Nobody has reported bugs with it.  Please give it a try on a test system and
let us know how it goes.

-kevin
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From falcone at bestpractical.com  Fri Sep 17 10:10:18 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 10:10:18 -0400
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <4C9374D9.3070105@gmail.com>
References: <4C927CCF.6050800@gmail.com> <20100917123812.GZ550@jibsheet.com>
	<4C9363FF.6020206@gmail.com> <20100917131119.GA74552@jibsheet.com>
	<4C936E06.3060906@gmail.com> <20100917133959.GC74552@jibsheet.com>
	<4C9374D9.3070105@gmail.com>
Message-ID: <20100917141018.GF74552@jibsheet.com>

On Fri, Sep 17, 2010 at 09:02:01AM -0500, Ashrock wrote:
>    No, there isn't any scrip saying "On Create, Notify Owner", probably i need to create one !

If you want to notify the owner, then yes

>    It is sending mail to the creator, and also the owner. But when i select a nobody as a owner,
>    i don't understand where does the mail go to. 

Go back to Configuration -> Global -> Scrips
Anything that has On Create will send mail On Create.
Nobody means there is no owner, so of course no mail will be sent to
the owner.

>    Also when i sent an email from a external SMTP
>    server like GMAIL, it does not record on the RT mail queue, neither does it give back a ticket
>    creation notification. Neither does it send a rejection notification.

Sounds like a problem with your mail configuration

>    Do i have to modify any settings. I understood what a notify actor does now. Do i have to use
>    sendmail instead of a sendmailpipe. Coz i  have mailpipes created in master.cf for different
>    queues.

You're confusing inbound and outbound mail again.

$MailCommand is used for outbound mail, so setting sendmail or
sendmailpipe is incapable of affecting inbound mail.

-kevin
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From mdashraf.ash at gmail.com  Fri Sep 17 11:10:30 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Fri, 17 Sep 2010 10:10:30 -0500
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <20100917141018.GF74552@jibsheet.com>
References: <4C927CCF.6050800@gmail.com>
	<20100917123812.GZ550@jibsheet.com>	<4C9363FF.6020206@gmail.com>
	<20100917131119.GA74552@jibsheet.com>	<4C936E06.3060906@gmail.com>
	<20100917133959.GC74552@jibsheet.com>	<4C9374D9.3070105@gmail.com>
	<20100917141018.GF74552@jibsheet.com>
Message-ID: <4C9384E6.7060002@gmail.com>

  Did you check my RT_SiteConfig.pm, the LDAP connection does not work. 
I have mentioned the apache2 error log below.
I have configured the RT_SiteConfig.pm as instructed, do i have to put 
the username blank ?
and the password too.

[Fri Sep 17 15:06:56 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 
server.ammc.local 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Fri Sep 17 15:06:56 2010] [error]: FAILED LOGIN for amh from 
10.10.0.132 (/opt/rt3/share/html/autohandler:265)
[Fri Sep 17 15:07:01 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 
server.ammc.local 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Fri Sep 17 15:07:01 2010] [error]: FAILED LOGIN for amh from 
10.10.0.132 (/opt/rt3/share/html/autohandler:265)
[Fri Sep 17 15:07:06 2010] [critical]: 
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 
server.ammc.local 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
[Fri Sep 17 15:07:06 2010] [error]: FAILED LOGIN for amh from 
10.10.0.132 (/opt/rt3/share/html/autohandler:265)


On 9/17/2010 9:10 AM, Kevin Falcone wrote:
> On Fri, Sep 17, 2010 at 09:02:01AM -0500, Ashrock wrote:
>>     No, there isn't any scrip saying "On Create, Notify Owner", probably i need to create one !
> If you want to notify the owner, then yes
>
>>     It is sending mail to the creator, and also the owner. But when i select a nobody as a owner,
>>     i don't understand where does the mail go to.
> Go back to Configuration ->  Global ->  Scrips
> Anything that has On Create will send mail On Create.
> Nobody means there is no owner, so of course no mail will be sent to
> the owner.
>
>>     Also when i sent an email from a external SMTP
>>     server like GMAIL, it does not record on the RT mail queue, neither does it give back a ticket
>>     creation notification. Neither does it send a rejection notification.
> Sounds like a problem with your mail configuration
>
>>     Do i have to modify any settings. I understood what a notify actor does now. Do i have to use
>>     sendmail instead of a sendmailpipe. Coz i  have mailpipes created in master.cf for different
>>     queues.
> You're confusing inbound and outbound mail again.
>
> $MailCommand is used for outbound mail, so setting sendmail or
> sendmailpipe is incapable of affecting inbound mail.
>
> -kevin
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From maillist at konsoletek.com  Fri Sep 17 11:17:56 2010
From: maillist at konsoletek.com (Jon Davis)
Date: Fri, 17 Sep 2010 08:17:56 -0700
Subject: [rt-users] RT Queue's cached?
In-Reply-To: <20100917123953.GA550@jibsheet.com>
References: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
	<AANLkTimgSQ27Q0g0wDPxwekFemF6C_9VkEVU+GpLFE++@mail.gmail.com>
	<20100916173236.GV550@jibsheet.com>
	<AANLkTim4zTHjuF-sj8w5A__3WvEW6HycJbi2KB=RcS-Z@mail.gmail.com>
	<20100917123953.GA550@jibsheet.com>
Message-ID: <AANLkTin8skjME6C1XG_gmb4AwoisSd2Dd45RGt7GLYH1@mail.gmail.com>

As previously noted, I can manually visit the "log out" URL and that seems
to end the session in RT's mind, thereby clearing the cache.  So is there
anyway to get the logout link back? Or put one on the dashboard manually?

-Jon


On Fri, Sep 17, 2010 at 05:39, Kevin Falcone <falcone at bestpractical.com>wrote:

> On Thu, Sep 16, 2010 at 04:30:17PM -0700, Jon Davis wrote:
> >    Problem: I'm use $WebExternalAuth, with Apache/LDAP. I don't even have
> a logout button. If I
> >    use a different browser, it shows (of course, since I am in a
> different session). If I wait,
> >    it will eventually show up.
>
> Assuming you're doing basic auth with apache, the only way to log out
> is by closing your browser.  RT can't affect things at that level.
>
> -kevin
>
> >    I have tried manually going to $RT/NoAuth/Logout.html - It shows me a
> logout screen, then
> >    kicks me back to "login", which of course ends with me back in the
> app. The cache seems to be
> >    cleared, and my queues show up. So I've got a "hack" solution, is
> there any way to put the
> >    logout button back into play, or one manually on the dashboard?
> Preferably without having to
> >    hack through the guts of RT, because I'd like to not break my
> upgradeability.
> >
> >    Thanks for your help!
> >    -Jon
> >
> >    On Thu, Sep 16, 2010 at 10:32, Kevin Falcone <[1]
> falcone at bestpractical.com> wrote:
> >
> >      On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
> >      > try clearing the cache from your browser.
> >
> >      This is unlikely to be the problem
> >      As reported by someone else, the queue list is cached in your
> session.
> >      Log out and log back in
> >
> >      -kevin
> >      > On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1][2]
> maillist at konsoletek.com> wrote:
> >      >
> >      > I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I
> discovered in my
> >      > setup/configuration of the Queue's I want... that everything is
> being massively cached. I
> >      > make changes to the queues, even as far as disabling them... and
> nothing happens. Nothing
> >      > happens in that I go back to the main page, stab hard-refresh -
> and the list doesn't
> >      change.
> >      > I can go and restart apache, and the list doesn't change. The ONLY
> way I can get them
> >      > updated is if I go into RT_SiteConfig.pm and change $rtname. But
> as soon as I change that
> >      > back to the name it should be - it goes back to the old cached
> list. Though I will note,
> >      if
> >      > I go into Preferences, the "Default Queue" drop down is up to
> date.
> >      >
> >      > I am confused to all hell why this is happening and where this is
> coming from. I have not
> >      > set anything in RT_SiteConfig relating to cache. I've googled
> about and I can find very
> >      > little relating to RT and caching. I even tried following the
> "CleanMasonCache"
> >      information
> >      > from the wiki. No dice. If anyone has some pointers, I'd love to
> hear it.
> >      > -Jon
> >      >
> >      > RT Training in Washington DC, USA on Oct 25 & 26 2010
> >      > Last one this year -- Learn how to get the most out of RT!
> >      >
> >      > References
> >      >
> >      > Visible links
> >      > 1. mailto:[3]maillist at konsoletek.com
> >      >
> >      > RT Training in Washington DC, USA on Oct 25 & 26 2010
> >      > Last one this year -- Learn how to get the most out of RT!
> >
> >      RT Training in Washington DC, USA on Oct 25 & 26 2010
> >      Last one this year -- Learn how to get the most out of RT!
> >
> > References
> >
> >    Visible links
> >    1. mailto:falcone at bestpractical.com
> >    2. mailto:maillist at konsoletek.com
> >    3. mailto:maillist at konsoletek.com
>
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From falcone at bestpractical.com  Fri Sep 17 11:20:53 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 11:20:53 -0400
Subject: [rt-users] RT Queue's cached?
In-Reply-To: <AANLkTin8skjME6C1XG_gmb4AwoisSd2Dd45RGt7GLYH1@mail.gmail.com>
References: <AANLkTikR6MxzGmGd-S+RWoaMhPwEjZQ4LG7x19hnaRSF@mail.gmail.com>
	<AANLkTimgSQ27Q0g0wDPxwekFemF6C_9VkEVU+GpLFE++@mail.gmail.com>
	<20100916173236.GV550@jibsheet.com>
	<AANLkTim4zTHjuF-sj8w5A__3WvEW6HycJbi2KB=RcS-Z@mail.gmail.com>
	<20100917123953.GA550@jibsheet.com>
	<AANLkTin8skjME6C1XG_gmb4AwoisSd2Dd45RGt7GLYH1@mail.gmail.com>
Message-ID: <20100917152053.GG74552@jibsheet.com>

On Fri, Sep 17, 2010 at 08:17:56AM -0700, Jon Davis wrote:
>    As previously noted, I can manually visit the "log out" URL and that seems to end the session
>    in RT's mind, thereby clearing the cache. So is there anyway to get the logout link back? Or
>    put one on the dashboard manually?

Hack the Logout element to ignore your configuration changes.
Read the wiki for tips on doing that cleanly.

-kevin

>    On Fri, Sep 17, 2010 at 05:39, Kevin Falcone <[1]falcone at bestpractical.com> wrote:
> 
>      On Thu, Sep 16, 2010 at 04:30:17PM -0700, Jon Davis wrote:
>      > Problem: I'm use $WebExternalAuth, with Apache/LDAP. I don't even have a logout button. If
>      I
>      > use a different browser, it shows (of course, since I am in a different session). If I
>      wait,
>      > it will eventually show up.
> 
>      Assuming you're doing basic auth with apache, the only way to log out
>      is by closing your browser. RT can't affect things at that level.
> 
>      -kevin
>      > I have tried manually going to $RT/NoAuth/Logout.html - It shows me a logout screen, then
>      > kicks me back to "login", which of course ends with me back in the app. The cache seems to
>      be
>      > cleared, and my queues show up. So I've got a "hack" solution, is there any way to put the
>      > logout button back into play, or one manually on the dashboard? Preferably without having
>      to
>      > hack through the guts of RT, because I'd like to not break my upgradeability.
>      >
>      > Thanks for your help!
>      > -Jon
>      >
>      > On Thu, Sep 16, 2010 at 10:32, Kevin Falcone <[1][2]falcone at bestpractical.com> wrote:
>      >
>      > On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
>      > > try clearing the cache from your browser.
>      >
>      > This is unlikely to be the problem
>      > As reported by someone else, the queue list is cached in your session.
>      > Log out and log back in
>      >
>      > -kevin
>      > > On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1][2][3]maillist at konsoletek.com> wrote:
>      > >
>      > > I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I discovered in my
>      > > setup/configuration of the Queue's I want... that everything is being massively cached.
>      I
>      > > make changes to the queues, even as far as disabling them... and nothing happens.
>      Nothing
>      > > happens in that I go back to the main page, stab hard-refresh - and the list doesn't
>      > change.
>      > > I can go and restart apache, and the list doesn't change. The ONLY way I can get them
>      > > updated is if I go into RT_SiteConfig.pm and change $rtname. But as soon as I change
>      that
>      > > back to the name it should be - it goes back to the old cached list. Though I will note,
>      > if
>      > > I go into Preferences, the "Default Queue" drop down is up to date.
>      > >
>      > > I am confused to all hell why this is happening and where this is coming from. I have
>      not
>      > > set anything in RT_SiteConfig relating to cache. I've googled about and I can find very
>      > > little relating to RT and caching. I even tried following the "CleanMasonCache"
>      > information
>      > > from the wiki. No dice. If anyone has some pointers, I'd love to hear it.
>      > > -Jon
>      > >
>      > > RT Training in Washington DC, USA on Oct 25 & 26 2010
>      > > Last one this year -- Learn how to get the most out of RT!
>      > >
>      > > References
>      > >
>      > > Visible links
>      > > 1. mailto:[3][4]maillist at konsoletek.com
>      > >
>      > > RT Training in Washington DC, USA on Oct 25 & 26 2010
>      > > Last one this year -- Learn how to get the most out of RT!
>      >
>      > RT Training in Washington DC, USA on Oct 25 & 26 2010
>      > Last one this year -- Learn how to get the most out of RT!
>      >
>      > References
>      >
>      > Visible links
>      > 1. mailto:[5]falcone at bestpractical.com
>      > 2. mailto:[6]maillist at konsoletek.com
>      > 3. mailto:[7]maillist at konsoletek.com
> 
>      >
>      > RT Training in Washington DC, USA on Oct 25 & 26 2010
>      > Last one this year -- Learn how to get the most out of RT!
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>    Visible links
>    1. mailto:falcone at bestpractical.com
>    2. mailto:falcone at bestpractical.com
>    3. mailto:maillist at konsoletek.com
>    4. mailto:maillist at konsoletek.com
>    5. mailto:falcone at bestpractical.com
>    6. mailto:maillist at konsoletek.com
>    7. mailto:maillist at konsoletek.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From falcone at bestpractical.com  Fri Sep 17 11:21:49 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 11:21:49 -0400
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <4C9384E6.7060002@gmail.com>
References: <4C927CCF.6050800@gmail.com> <20100917123812.GZ550@jibsheet.com>
	<4C9363FF.6020206@gmail.com> <20100917131119.GA74552@jibsheet.com>
	<4C936E06.3060906@gmail.com> <20100917133959.GC74552@jibsheet.com>
	<4C9374D9.3070105@gmail.com> <20100917141018.GF74552@jibsheet.com>
	<4C9384E6.7060002@gmail.com>
Message-ID: <20100917152149.GH74552@jibsheet.com>

On Fri, Sep 17, 2010 at 10:10:30AM -0500, Ashrock wrote:
>    Did you check my RT_SiteConfig.pm, the LDAP connection does not work. I have mentioned the
>    apache2 error log below.
>    I have configured the RT_SiteConfig.pm as instructed, do i have to put the username blank ?
>    and the password too.
> 
>    [Fri Sep 17 15:06:56 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj :
>    Cannot connect to server.ammc.local

That error seems straightforward, and is unrelated to the mail
conversation we've been having.

If you search the mailing list archives, you'll find plenty of methods
for debugging a failed ldap connection.

-kevin
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From mdashraf.ash at gmail.com  Fri Sep 17 11:27:47 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Fri, 17 Sep 2010 10:27:47 -0500
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <20100917152149.GH74552@jibsheet.com>
References: <4C927CCF.6050800@gmail.com>
	<20100917123812.GZ550@jibsheet.com>	<4C9363FF.6020206@gmail.com>
	<20100917131119.GA74552@jibsheet.com>	<4C936E06.3060906@gmail.com>
	<20100917133959.GC74552@jibsheet.com>	<4C9374D9.3070105@gmail.com>
	<20100917141018.GF74552@jibsheet.com>	<4C9384E6.7060002@gmail.com>
	<20100917152149.GH74552@jibsheet.com>
Message-ID: <4C9388F3.4080803@gmail.com>

  Thank you Kevin.
That will help. Thank you for helping out.

I will look at it.

On 9/17/2010 10:21 AM, Kevin Falcone wrote:
> On Fri, Sep 17, 2010 at 10:10:30AM -0500, Ashrock wrote:
>>     Did you check my RT_SiteConfig.pm, the LDAP connection does not work. I have mentioned the
>>     apache2 error log below.
>>     I have configured the RT_SiteConfig.pm as instructed, do i have to put the username blank ?
>>     and the password too.
>>
>>     [Fri Sep 17 15:06:56 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj :
>>     Cannot connect to server.ammc.local
> That error seems straightforward, and is unrelated to the mail
> conversation we've been having.
>
> If you search the mailing list archives, you'll find plenty of methods
> for debugging a failed ldap connection.
>
> -kevin
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From mdashraf.ash at gmail.com  Fri Sep 17 11:47:14 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Fri, 17 Sep 2010 10:47:14 -0500
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <20100917152149.GH74552@jibsheet.com>
References: <4C927CCF.6050800@gmail.com>
	<20100917123812.GZ550@jibsheet.com>	<4C9363FF.6020206@gmail.com>
	<20100917131119.GA74552@jibsheet.com>	<4C936E06.3060906@gmail.com>
	<20100917133959.GC74552@jibsheet.com>	<4C9374D9.3070105@gmail.com>
	<20100917141018.GF74552@jibsheet.com>	<4C9384E6.7060002@gmail.com>
	<20100917152149.GH74552@jibsheet.com>
Message-ID: <4C938D82.9020306@gmail.com>

  You have suggested to check the mail configuration. as i am facing the 
problem of automatic ticket creation from an external requests.
Do you mean, if a ticket is not created automatically from an external 
Email address, then it would be problem with mail configuration, and not 
with RT_SiteConfig. ?
If you send to the email address mentioned on the queue, then it comes 
directly to the email address created, than being recorded as a ticket 
and creating a ticket automatically.
Do we need to write a scrip even for that, or does it go through RT.

Thanks.


On 9/17/2010 10:21 AM, Kevin Falcone wrote:
> On Fri, Sep 17, 2010 at 10:10:30AM -0500, Ashrock wrote:
>>     Did you check my RT_SiteConfig.pm, the LDAP connection does not work. I have mentioned the
>>     apache2 error log below.
>>     I have configured the RT_SiteConfig.pm as instructed, do i have to put the username blank ?
>>     and the password too.
>>
>>     [Fri Sep 17 15:06:56 2010] [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj :
>>     Cannot connect to server.ammc.local
> That error seems straightforward, and is unrelated to the mail
> conversation we've been having.
>
> If you search the mailing list archives, you'll find plenty of methods
> for debugging a failed ldap connection.
>
> -kevin
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Fri Sep 17 11:54:27 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 11:54:27 -0400
Subject: [rt-users] Owner does not get emails.
In-Reply-To: <4C938D82.9020306@gmail.com>
References: <20100917123812.GZ550@jibsheet.com> <4C9363FF.6020206@gmail.com>
	<20100917131119.GA74552@jibsheet.com> <4C936E06.3060906@gmail.com>
	<20100917133959.GC74552@jibsheet.com> <4C9374D9.3070105@gmail.com>
	<20100917141018.GF74552@jibsheet.com> <4C9384E6.7060002@gmail.com>
	<20100917152149.GH74552@jibsheet.com> <4C938D82.9020306@gmail.com>
Message-ID: <20100917155427.GI74552@jibsheet.com>

On Fri, Sep 17, 2010 at 10:47:14AM -0500, Ashrock wrote:
>    You have suggested to check the mail configuration. as i am facing the problem of automatic
>    ticket creation from an external requests.
>    Do you mean, if a ticket is not created automatically from an external Email address, then it
>    would be problem with mail configuration, and not with RT_SiteConfig. ?
>    If you send to the email address mentioned on the queue, then it comes directly to the email
>    address created, than being recorded as a ticket and creating a ticket automatically.
>    Do we need to write a scrip even for that, or does it go through RT.

Presumably internal mail goes:

mail client -> mail server -> RT server

and works?  If it doesn't work, don't bother testing with gmail yet.

gmail will go

gmail -> MX server -> depends a lot on your configuration -> RT server

You care about that 3rd part, which is site-specific knowledge that
nobody on this list is going to be able to guess.

Your original RT_SiteConfig and MTA configuration was very confused
because you were mixing inbound and outbound email, so it is really
hard for anyone to follow how your mail setup works.

-kevin
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From kfcrocker at lbl.gov  Fri Sep 17 12:22:27 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 17 Sep 2010 09:22:27 -0700
Subject: [rt-users] Read Only fields
In-Reply-To: <8B590F2F6F36C0489A41B816231BF1BE054D6500@INFMAIL.na.choicepoint.net>
References: <8B590F2F6F36C0489A41B816231BF1BE054D6500@INFMAIL.na.choicepoint.net>
Message-ID: <AANLkTim6wAQGEhtZGFGhUwaO_=YNeo9ZAO3da=F-dFuu@mail.gmail.com>

Ahmed,

Sure. Create a Custom Field and when setting up rights, do NOT grant
"ModifyCustomField", just "SeeCustomField" and then apply it to the Queues
you want. Then write a scrip that adds the "text value you want" it to have
when a ticket is *created*. If you make the scrip on a Queue by Queue basis,
you can alter the text per Queue.

Kenn
LBNL

On Fri, Sep 17, 2010 at 6:09 AM, Ahmed, Mohammed Naweed (LNG-BCT) <
naweedmohammed.ahmed at lexisnexis.com> wrote:

>
>
> Is there a way of displaying instructions on a ticket. I want to display
> some ?Read only? text for the user creating the ticket. Is it possible?
>
>
>
> Thanks
>
> *Naweed Ahmed***
>
> Consulting Software Engineer
>
>
>
> ------------------------------
>
> * The information contained in this e-mail message is intended only for
> the personal and confidential use of the recipient(s) named above. This
> message may be an attorney-client communication and/or work product and as
> such is privileged and confidential. If the reader of this message is not
> the intended recipient or an agent responsible for delivering it to the
> intended recipient, you are hereby notified that you have received this
> document in error and that any review, dissemination, distribution, or
> copying of this message is strictly prohibited. If you have received this
> communication in error, please notify us immediately by e-mail, and delete
> the original message. *
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From naweedmohammed.ahmed at lexisnexis.com  Fri Sep 17 12:29:38 2010
From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT))
Date: Fri, 17 Sep 2010 12:29:38 -0400
Subject: [rt-users] Read Only fields
In-Reply-To: <AANLkTim6wAQGEhtZGFGhUwaO_=YNeo9ZAO3da=F-dFuu@mail.gmail.com>
References: <8B590F2F6F36C0489A41B816231BF1BE054D6500@INFMAIL.na.choicepoint.net>
	<AANLkTim6wAQGEhtZGFGhUwaO_=YNeo9ZAO3da=F-dFuu@mail.gmail.com>
Message-ID: <8B590F2F6F36C0489A41B816231BF1BE054D67BE@INFMAIL.na.choicepoint.net>

Thanks Kenn,  but I think I was not able to explain my question
properly. 

 

I want to display the message: "For urgent resolution of this issue,
please call XXX-XXX-XXXX" 

 

I want it to be displayed when user is trying to create the ticket.

 

Naweed Ahmed

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Friday, September 17, 2010 12:22 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Read Only fields

 

Ahmed,

Sure. Create a Custom Field and when setting up rights, do NOT grant
"ModifyCustomField", just "SeeCustomField" and then apply it to the
Queues you want. Then write a scrip that adds the "text value you want"
it to have when a ticket is created. If you make the scrip on a Queue by
Queue basis, you can alter the text per Queue.

Kenn
LBNL

On Fri, Sep 17, 2010 at 6:09 AM, Ahmed, Mohammed Naweed (LNG-BCT)
<naweedmohammed.ahmed at lexisnexis.com> wrote:

 

Is there a way of displaying instructions on a ticket. I want to display
some 'Read only' text for the user creating the ticket. Is it possible?

 

Thanks

Naweed Ahmed

Consulting Software Engineer

 

________________________________

The information contained in this e-mail message is intended only for
the personal and confidential use of the recipient(s) named above. This
message may be an attorney-client communication and/or work product and
as such is privileged and confidential. If the reader of this message is
not the intended recipient or an agent responsible for delivering it to
the intended recipient, you are hereby notified that you have received
this document in error and that any review, dissemination, distribution,
or copying of this message is strictly prohibited. If you have received
this communication in error, please notify us immediately by e-mail, and
delete the original message. 



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

 




-----------------------------------------
The information contained in this e-mail message is intended only
for the personal and confidential use of the recipient(s) named
above. This message may be an attorney-client communication and/or
work product and as such is privileged and confidential. If the
reader of this message is not the intended recipient or an agent
responsible for delivering it to the intended recipient, you are
hereby notified that you have received this document in error and
that any review, dissemination, distribution, or copying of this
message is strictly prohibited. If you have received this
communication in error, please notify us immediately by e-mail, and
delete the original message.
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From ron.tyro at utoronto.ca  Fri Sep 17 12:58:09 2010
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Fri, 17 Sep 2010 12:58:09 -0400
Subject: [rt-users] Change Custom Field layout
Message-ID: <4C939E21.9070701@utoronto.ca>

Hi,

If I understand what you are requesting, to display all your custom 
fields in a single row, have a look at 
/html/Tickets/Elements/EditCustomFields

Thanks,
Ron


From daodennis at gmail.com  Fri Sep 17 13:04:40 2010
From: daodennis at gmail.com (Dennis)
Date: Fri, 17 Sep 2010 10:04:40 -0700
Subject: [rt-users] Change Custom Field layout
In-Reply-To: <4C939E21.9070701@utoronto.ca>
References: <4C939E21.9070701@utoronto.ca>
Message-ID: <AANLkTi=7wv5_cXpFzoYMBo8Hv56oeSD6X7Qzf_p=VWwt@mail.gmail.com>

On Fri, Sep 17, 2010 at 9:58 AM, Ron Tyro <ron.tyro at utoronto.ca> wrote:
> Hi,
>
> If I understand what you are requesting, to display all your custom fields
> in a single row, have a look at /html/Tickets/Elements/EditCustomFields

Thanks Ron! I was looking for this info earlier too.  I just may not
have phrased it as well as Kobus.

Dennis


From oconshaw at yahoo.com  Fri Sep 17 13:21:07 2010
From: oconshaw at yahoo.com (Shawn O'Connor)
Date: Fri, 17 Sep 2010 10:21:07 -0700 (PDT)
Subject: [rt-users] Return Requestor Organization information from
	Dashboard "Rt at a glance" page
In-Reply-To: <20100917133704.GB74552@jibsheet.com>
Message-ID: <206180.54526.qm@web81403.mail.mud.yahoo.com>

Your advice helped me along in the right direction.  All of my tickets did have a requestor, BUT a few were from an employee that is no longer with us whose account had been disabled in RT -- so a ticket input by that person showed up as having "no requestor".  Once I re-activated that person's account the function you suggested worked!  Thanks.

So that begs the question -- is there some parameter I can pass that can capture that exception and either ignore that the account has been disabled or perhaps return a default value instead of blowing up?

Thanks again.

--- On Fri, 9/17/10, Kevin Falcone <falcone at bestpractical.com> wrote:

> From: Kevin Falcone <falcone at bestpractical.com>
> Subject: Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page
> To: rt-users at lists.bestpractical.com
> Date: Friday, September 17, 2010, 8:37 AM
> On Fri, Sep 17, 2010 at 06:29:21AM
> -0700, Shawn O'Connor wrote:
> > Thanks for the quick response.? Isn't the issue
> if there is more
> > than one requestor?? I would just expect maybe
> the wrong requestor
> 
> If First is returning undef, then you have no requestors.
> If you had 3 requestors, it would return the first one.
> If you want all of them, you have to loop, which is why I
> pointed out
> the MemberEmailAddressesAsString method
> 
> -kevin
> 
> > returned in that case.? Not the failure I'm
> seeing.? I can't imagine
> > a scenario where I would have more than one requestor
> for the same
> > ticket -- unless by accident somehow.? Wouldn't
> you nearly always
> > have at least one requestor?? Are you saying
> then, that this errors
> > out because somewhere in the list of tickets returned
> there is at
> > least one ticket that does not have a requestor?
> 
> > Thanks for the suggestion about
> "MemberEmailAddressesAsString".? I thought so too; I
> did play with that briefly as you may have noticed from the
> comment on line 177, but on this I really don't know what
> I'm doing.? Grasping at straws really.
> > 
> > Thanks again.
> > 
> > --- On Fri, 9/17/10, Kevin Falcone <falcone at bestpractical.com>
> wrote:
> > 
> > > From: Kevin Falcone <falcone at bestpractical.com>
> > > Subject: Re: [rt-users] Return Requestor
> Organization information from Dashboard "Rt at a glance"
> page
> > > To: rt-users at lists.bestpractical.com
> > > Date: Friday, September 17, 2010, 7:44 AM
> > > On Thu, Sep 16, 2010 at 10:32:49PM
> > > +0200, Emmanuel Lacour wrote:
> > > > If you are sure that there is always one
> requestor,
> > > then use
> > > >
> > >
> Requestors->UserMembersObj->First->Organization.
> > > 
> > > As Emmanuel said, it looks like you don't
> actually have
> > > requestors on
> > > your ticket.? You'll need to write code that
> checks
> > > along to way to
> > > make sure there are requestors.? I bet the
> > > MemberEmailAddressesAsString code would be an
> interesting
> > > place to
> > > start.
> > > 
> > > -kevin
> > > 
> > > 
> > > On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn
> O'Connor
> > > wrote:
> > > > Thanks for the reply back.? I had tried
> what you
> > > suggested previously, and I tried again per your
> > > instructions, but I'm met with the following
> error.?
> > > Either I'm calling it incorrectly or that isn't
> the right
> > > command.? See error below:
> > > > 
> > > > error:?????? Can't call
> > > method "Organization" on an undefined value at
> > > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap
> line 176.
> > > > context:? ??? 
> > > > ...? ??? 
> > > > 172:? ??? Requestors => {
> > > > 173:? ??? title =>
> > > 'Requestors', # loc
> > > > 174:? ??? attribute =>
> > > 'Requestor.EmailAddress',
> > > > 175:? ??? #value => sub {
> > > return $_[0]->CreatorObj->Organization }
> > > > 176:? ??? value => sub { return
> > >
> $_[0]->Requestors->UserMembersObj->First->Organization
> > > }
> > > > 177:? ??? #value => sub {
> > > return
> $_[0]->Requestors->MemberEmailAddressesAsString
> > > }
> > > > 178:? ??? },
> > > > 179:? ??? Cc => {
> > > > 180:? ??? title => 'Cc', # loc
> > > > ...? ??? 
> > > > code stack:? ???
> > >
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > > >
> /opt/rt3/share/html/Elements/CollectionList:125
> > > > /opt/rt3/share/html/Elements/ShowSearch:54
> > > > /opt/rt3/share/html/Widgets/TitleBox:51
> > > > /opt/rt3/share/html/Elements/ShowSearch:55
> > > > /opt/rt3/share/html/Elements/MyRT:95
> > > > /opt/rt3/share/html/index.html:86
> > > > /opt/rt3/share/html/autohandler:311
> > > > raw error
> > > > 
> > > > Thanks for your help!
> > > > 
> > > > 
> > > >? ? ???
> > > > 
> > > > RT Training in Washington DC, USA on Oct 25
> & 26
> > > 2010
> > > > Last one this year -- Learn how to get the
> most out of
> > > RT!
> > > 
> > > 
> > > -----Inline Attachment Follows-----
> > > 
> > > 
> > > RT Training in Washington DC, USA on Oct 25 &
> 26 2010
> > > Last one this year -- Learn how to get the most
> out of
> > > RT!
> > 
> > 
> >? ? ???
> > 
> > RT Training in Washington DC, USA on Oct 25 & 26
> 2010
> > Last one this year -- Learn how to get the most out of
> RT!
> 
> -----Inline Attachment Follows-----
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of
> RT!


      


From falcone at bestpractical.com  Fri Sep 17 16:06:50 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 17 Sep 2010 16:06:50 -0400
Subject: [rt-users] Return Requestor Organization information from
 Dashboard "Rt at a glance" page
In-Reply-To: <206180.54526.qm@web81403.mail.mud.yahoo.com>
References: <20100917133704.GB74552@jibsheet.com>
	<206180.54526.qm@web81403.mail.mud.yahoo.com>
Message-ID: <20100917200650.GJ74552@jibsheet.com>

On Fri, Sep 17, 2010 at 10:21:07AM -0700, Shawn O'Connor wrote:
> Your advice helped me along in the right direction.  All of my tickets did have a requestor, BUT a few were from an employee that is no longer with us whose account had been disabled in RT -- so a ticket input by that person showed up as having "no requestor".  Once I re-activated that person's account the function you suggested worked!  Thanks.
> 
> So that begs the question -- is there some parameter I can pass that can capture that exception and either ignore that the account has been disabled or perhaps return a default value instead of blowing up?

Yes, you can write a loop, similar to what
MemberEmailAddressesAsString does internally.

-kevin

> --- On Fri, 9/17/10, Kevin Falcone <falcone at bestpractical.com> wrote:
> 
> > From: Kevin Falcone <falcone at bestpractical.com>
> > Subject: Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page
> > To: rt-users at lists.bestpractical.com
> > Date: Friday, September 17, 2010, 8:37 AM
> > On Fri, Sep 17, 2010 at 06:29:21AM
> > -0700, Shawn O'Connor wrote:
> > > Thanks for the quick response.? Isn't the issue
> > if there is more
> > > than one requestor?? I would just expect maybe
> > the wrong requestor
> > 
> > If First is returning undef, then you have no requestors.
> > If you had 3 requestors, it would return the first one.
> > If you want all of them, you have to loop, which is why I
> > pointed out
> > the MemberEmailAddressesAsString method
> > 
> > -kevin
> > 
> > > returned in that case.? Not the failure I'm
> > seeing.? I can't imagine
> > > a scenario where I would have more than one requestor
> > for the same
> > > ticket -- unless by accident somehow.? Wouldn't
> > you nearly always
> > > have at least one requestor?? Are you saying
> > then, that this errors
> > > out because somewhere in the list of tickets returned
> > there is at
> > > least one ticket that does not have a requestor?
> > 
> > > Thanks for the suggestion about
> > "MemberEmailAddressesAsString".? I thought so too; I
> > did play with that briefly as you may have noticed from the
> > comment on line 177, but on this I really don't know what
> > I'm doing.? Grasping at straws really.
> > > 
> > > Thanks again.
> > > 
> > > --- On Fri, 9/17/10, Kevin Falcone <falcone at bestpractical.com>
> > wrote:
> > > 
> > > > From: Kevin Falcone <falcone at bestpractical.com>
> > > > Subject: Re: [rt-users] Return Requestor
> > Organization information from Dashboard "Rt at a glance"
> > page
> > > > To: rt-users at lists.bestpractical.com
> > > > Date: Friday, September 17, 2010, 7:44 AM
> > > > On Thu, Sep 16, 2010 at 10:32:49PM
> > > > +0200, Emmanuel Lacour wrote:
> > > > > If you are sure that there is always one
> > requestor,
> > > > then use
> > > > >
> > > >
> > Requestors->UserMembersObj->First->Organization.
> > > > 
> > > > As Emmanuel said, it looks like you don't
> > actually have
> > > > requestors on
> > > > your ticket.? You'll need to write code that
> > checks
> > > > along to way to
> > > > make sure there are requestors.? I bet the
> > > > MemberEmailAddressesAsString code would be an
> > interesting
> > > > place to
> > > > start.
> > > > 
> > > > -kevin
> > > > 
> > > > 
> > > > On Fri, Sep 17, 2010 at 05:21:02AM -0700, Shawn
> > O'Connor
> > > > wrote:
> > > > > Thanks for the reply back.? I had tried
> > what you
> > > > suggested previously, and I tried again per your
> > > > instructions, but I'm met with the following
> > error.?
> > > > Either I'm calling it incorrectly or that isn't
> > the right
> > > > command.? See error below:
> > > > > 
> > > > > error:?????? Can't call
> > > > method "Organization" on an undefined value at
> > > > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap
> > line 176.
> > > > > context:? ??? 
> > > > > ...? ??? 
> > > > > 172:? ??? Requestors => {
> > > > > 173:? ??? title =>
> > > > 'Requestors', # loc
> > > > > 174:? ??? attribute =>
> > > > 'Requestor.EmailAddress',
> > > > > 175:? ??? #value => sub {
> > > > return $_[0]->CreatorObj->Organization }
> > > > > 176:? ??? value => sub { return
> > > >
> > $_[0]->Requestors->UserMembersObj->First->Organization
> > > > }
> > > > > 177:? ??? #value => sub {
> > > > return
> > $_[0]->Requestors->MemberEmailAddressesAsString
> > > > }
> > > > > 178:? ??? },
> > > > > 179:? ??? Cc => {
> > > > > 180:? ??? title => 'Cc', # loc
> > > > > ...? ??? 
> > > > > code stack:? ???
> > > >
> > /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap:176
> > > > >
> > /opt/rt3/share/html/Elements/CollectionList:125
> > > > > /opt/rt3/share/html/Elements/ShowSearch:54
> > > > > /opt/rt3/share/html/Widgets/TitleBox:51
> > > > > /opt/rt3/share/html/Elements/ShowSearch:55
> > > > > /opt/rt3/share/html/Elements/MyRT:95
> > > > > /opt/rt3/share/html/index.html:86
> > > > > /opt/rt3/share/html/autohandler:311
> > > > > raw error
> > > > > 
> > > > > Thanks for your help!
> > > > > 
> > > > > 
> > > > >? ? ???
> > > > > 
> > > > > RT Training in Washington DC, USA on Oct 25
> > & 26
> > > > 2010
> > > > > Last one this year -- Learn how to get the
> > most out of
> > > > RT!
> > > > 
> > > > 
> > > > -----Inline Attachment Follows-----
> > > > 
> > > > 
> > > > RT Training in Washington DC, USA on Oct 25 &
> > 26 2010
> > > > Last one this year -- Learn how to get the most
> > out of
> > > > RT!
> > > 
> > > 
> > >? ? ???
> > > 
> > > RT Training in Washington DC, USA on Oct 25 & 26
> > 2010
> > > Last one this year -- Learn how to get the most out of
> > RT!
> > 
> > -----Inline Attachment Follows-----
> > 
> > 
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of
> > RT!
> 
> 
>       
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From sevk at maks.net  Fri Sep 17 17:23:55 2010
From: sevk at maks.net (Sergey Kozhedub)
Date: Sat, 18 Sep 2010 01:23:55 +0400
Subject: [rt-users] Custom condition problem
In-Reply-To: <AANLkTi=ujNL9WiNb9Zodu8LU3SzJFJhhMcZggk2Z4Zdv@mail.gmail.com>
References: <4C8FFCC5.1010106@maks.net>	<AANLkTinkuvv7zuPyPCnZOraQ_pc2t2St3XAo+6sGXQmi@mail.gmail.com>	<4C91C8D8.8050204@maks.net>	<AANLkTi=7Vft7Q3_dz9L0NnvhYx_Q61QxL2am-1QAZagz@mail.gmail.com>
	<AANLkTi=ujNL9WiNb9Zodu8LU3SzJFJhhMcZggk2Z4Zdv@mail.gmail.com>
Message-ID: <4C93DC6B.1040301@maks.net>

I'm testing this as user with SuperUser rights so this should not be 
permissions related.

I'll try to upgrade in the near future but have another idea:

Is it possible to distinguish between 2 resolve modes in custom condition?
One is when you click "resolve" in the ticket display 
(https://rt/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=xxx) 
and another when resolving from "Basics" 
(https://rt/Ticket/Modify.html?id=xxx)

If yes I can use one of the modes as "mute".

Thanks.

Regards,
Sergey Kozhedub

On 09/16/2010 09:32 PM, Ruslan Zakirov wrote:
> Hi.
>
> MuteResolve uses transaction custom fields which are kinda new in RT.
> Either it's a bug in 3.8.4 or permissions related bug. You should try it
> on 3.8.8.
>
>> 16.09.2010 11:36 ???????????? "Sergey Kozhedub" <sevk at maks.net
>> <mailto:sevk at maks.net>> ???????:
>>
>> Hi Ruslan,
>>
>> This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm
>>
>> The code is:
>>        foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {
>>
>>            my $Object = $args{'Object'};
>>
>>            $Object = $class->new( $session{'CurrentUser'} )
>>
>>                unless $Object && ref $Object eq $class;
>>
>>
>>
>>
>>            $Object->Load( $id ) unless ($Object->id || 0) == $id;
>>
>>            unless ( $Object->id ) {
>>
>>                $RT::Logger->warning("Couldn't load object $class #$id");
>>                next;
>>
>>            }
>>
>>
>>
>>
>> ...
>>
>> But I'm not familiar with RT internals to check it...
>>
>>
>>
>> Regards,
>> Sergey Kozhedub
>>
>>
>>
>>
>>
>>
>> On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:
>>
>>     >
>>     > Hi,
>>     >
>>     > As far as I can see error is not related to the scrip. Error
>>     happens in
>>     > Web.pm.
>>     >
>>
>>         >> 15.09.2010 2:50 ???????????? "Sergey Kozhedub"
>>         <sevk at maks.net <mailto:sevk at maks.net>
>>
>>         <mailto:sevk at maks.net <mailto:sevk at maks.net>>> ???????:
>>
>>
>>         >>
>>         >> Hello all,
>>         >>
>>         >> I'm trying to implement MuteResolve
>>         >> (http://wiki.bestpractical.com/view/M...
>>
>>         <http://rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127>)
>>
>>
>>         >>
>>         >> What I'm doing wrong?
>>         >>
>>         >> Condition: User Defined
>>         >> Action: Notify Requestors
>>         >> Template:...
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the m...
>>



From stregasgate at gmail.com  Fri Sep 17 17:46:41 2010
From: stregasgate at gmail.com (Dustin Collins)
Date: Fri, 17 Sep 2010 17:46:41 -0400
Subject: [rt-users] RT Mobile
Message-ID: <7502182104522173114@unknownmsgid>

Hello Everyone,

I am in need of some assistance. I am trying to build support for
external authentication into my iPhone App, RT Mobile.

itms://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8

I do not have the resources to setup a server with external
authentication to test with. If someone would like to volunteer a
restricted user account for me to test with that would be extremely
helpful and would help bring the feature to RT Mobile much quicker.

Thanks
-Dustin


From Sysadmin at ruralnetwork.net  Fri Sep 17 17:47:29 2010
From: Sysadmin at ruralnetwork.net (Sysadmin)
Date: Fri, 17 Sep 2010 15:47:29 -0600
Subject: [rt-users] Concise Spreadsheet Extension
Message-ID: <4C93E1F1.6080005@ruralnetwork.net>

  Anyone know how to configure the Concise Spreadsheet Extension?
I am trying to use the extension as a means of creating a simple daily 
activity report that can be emailed to management.

Thanks,

David
System Admin
RNS

Running RT 3.8.7


From mark.jenks at iodincorporated.com  Fri Sep 17 17:49:05 2010
From: mark.jenks at iodincorporated.com (Mark Jenks)
Date: Fri, 17 Sep 2010 16:49:05 -0500
Subject: [rt-users] Bulk update remove requestor wildcard?
Message-ID: <C04C91F114EEFC4FBC8D74033F1D859A0BC27A0E@imcmail2.imcwi.com>

Is there a way for me to bulk remove a requestor with a wildcard?

 

I have 1000's of users that look like this, and want to remove them.

 

I have already added a new requestor to them all that is generic, but
want to remove all of the extra ones so I can remove the user accounts
also.

 

Phone_5703424231 at IOD-MAS

 

I tried Phone_%@IOD-MAS and it didn't find a principal.

 

Any help?

 

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 
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From kfcrocker at lbl.gov  Fri Sep 17 18:11:24 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 17 Sep 2010 15:11:24 -0700
Subject: [rt-users] Concise Spreadsheet Extension
In-Reply-To: <4C93E1F1.6080005@ruralnetwork.net>
References: <4C93E1F1.6080005@ruralnetwork.net>
Message-ID: <AANLkTimxeKohE420adK6Bg+-27uWFOyLZHfGeZXEZYh_@mail.gmail.com>

David,

If you're going to email it, just set the Query up on a Dashboard. No
downloading, re-formatting or anything.

Kenn
LBNL

On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin <Sysadmin at ruralnetwork.net> wrote:

>  Anyone know how to configure the Concise Spreadsheet Extension?
> I am trying to use the extension as a means of creating a simple daily
> activity report that can be emailed to management.
>
> Thanks,
>
> David
> System Admin
> RNS
>
> Running RT 3.8.7
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From ronald.higgins at gmail.com  Fri Sep 17 18:47:15 2010
From: ronald.higgins at gmail.com (ronald.higgins at gmail.com)
Date: Fri, 17 Sep 2010 22:47:15 +0000
Subject: [rt-users] RT -> Multiple DB's
Message-ID: <107642649-1284763633-cardhu_decombobulator_blackberry.rim.net-1014891523-@bda2064.bisx.produk.on.blackberry>

Hi All.

Has anyone found a mechanism for RT to write to 2 different DB's but read from 1 ? This would be useful for testing different DB configurations without to much Impact to users?

Regards 

Ronald Higgins 
Sent via my BlackBerry from Vodacom - let your email find you!


From change+lists.rt at nightwind.net  Fri Sep 17 18:50:02 2010
From: change+lists.rt at nightwind.net (Nick Kartsioukas)
Date: Fri, 17 Sep 2010 15:50:02 -0700
Subject: [rt-users] RT -> Multiple DB's
In-Reply-To: <107642649-1284763633-cardhu_decombobulator_blackberry.rim.net-1014891523-@bda2064.bisx.produk.on.blackberry>
References: <107642649-1284763633-cardhu_decombobulator_blackberry.rim.net-1014891523-@bda2064.bisx.produk.on.blackberry>
Message-ID: <1284763802.8262.1395597485@webmail.messagingengine.com>

On Fri, 17 Sep 2010 22:47:15 +0000, ronald.higgins at gmail.com said:
> Has anyone found a mechanism for RT to write to 2 different DB's but read
> from 1 ? This would be useful for testing different DB configurations
> without to much Impact to users?

If you're using MySQL, maybe MySQL Proxy? 
http://forge.mysql.com/wiki/MySQL_Proxy


From Sysadmin at ruralnetwork.net  Fri Sep 17 19:33:36 2010
From: Sysadmin at ruralnetwork.net (Sysadmin)
Date: Fri, 17 Sep 2010 17:33:36 -0600
Subject: [rt-users] Concise Spreadsheet Extension
In-Reply-To: <AANLkTimxeKohE420adK6Bg+-27uWFOyLZHfGeZXEZYh_@mail.gmail.com>
References: <4C93E1F1.6080005@ruralnetwork.net>
	<AANLkTimxeKohE420adK6Bg+-27uWFOyLZHfGeZXEZYh_@mail.gmail.com>
Message-ID: <4C93FAD0.4050907@ruralnetwork.net>

    OK so this might work, but does anyone know how to create a query 
for tickets created today?
  I see you can select a date, but how would I do a query for " the 
current days activity only, without having to go back and select "today" 
from the calender each day?

Thanks,

David
System Admin
RNS

Running RT 3.8.7




On 9/17/2010 4:11 PM, Kenneth Crocker wrote:
> David,
>
> If you're going to email it, just set the Query up on a Dashboard. No 
> downloading, re-formatting or anything.
>
> Kenn
> LBNL
>
> On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin <Sysadmin at ruralnetwork.net 
> <mailto:Sysadmin at ruralnetwork.net>> wrote:
>
>      Anyone know how to configure the Concise Spreadsheet Extension?
>     I am trying to use the extension as a means of creating a simple
>     daily activity report that can be emailed to management.
>
>     Thanks,
>
>     David
>     System Admin
>     RNS
>
>     Running RT 3.8.7
>
>     RT Training in Washington DC, USA on Oct 25 & 26 2010
>     Last one this year -- Learn how to get the most out of RT!
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!

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From jesse at bestpractical.com  Fri Sep 17 19:35:30 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 17 Sep 2010 19:35:30 -0400
Subject: [rt-users] RT -> Multiple DB's
In-Reply-To: <107642649-1284763633-cardhu_decombobulator_blackberry.rim.net-1014891523-@bda2064.bisx.produk.on.blackberry>
References: <107642649-1284763633-cardhu_decombobulator_blackberry.rim.net-1014891523-@bda2064.bisx.produk.on.blackberry>
Message-ID: <b61d7a93-416d-412c-a7a6-f39427a85efe@email.android.com>

Would "standard" replication do what you want?

ronald.higgins at gmail.com wrote:

>Hi All.
>
>Has anyone found a mechanism for RT to write to 2 different DB's but read from 1 ? This would be useful for testing different DB configurations without to much Impact to users?
>
>Regards 
>
>Ronald Higgins 
>Sent via my BlackBerry from Vodacom - let your email find you!
>
>RT Training in Washington DC, USA on Oct 25 & 26 2010
>Last one this year -- Learn how to get the most out of RT!

-- 
Sent from my Android phone with K-9 Mail. Please excuse my brevity.


From val at polyakov.me  Sun Sep 19 04:56:39 2010
From: val at polyakov.me (Val Polyakov)
Date: Sun, 19 Sep 2010 04:56:39 -0400
Subject: [rt-users] Securing
 /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
In-Reply-To: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>
References: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>
Message-ID: <35da5444b423e2b6f7be1ac1c284e92e.squirrel@yoda.im>

Any thoughts, anyone ?

> Hello,
>
> what are our options as far as securing RT_SiteConfig.pm goes?
>
> My company has pretty strict security requirements, and our security team
> will simply not allow us to store the ldap username/password in a plain
> text file on the RT server (and I can fully understand their concerns).
>
> What are some options here? Again, keeping in mind that the requirement is
> for the password (at least the password, that is) to NOT be plaintext in
> RT_SiteConfig.pm
>
> Solutions like "well make the file only readable by root" aren't going to
> be accepted (not by me, but by our security team). Needs to be a hashed
> password, may be, or something.. I don't know.. soliciting ideas.
>
> --Val
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>




From arminimani at aut.ac.ir  Sun Sep 19 09:20:21 2010
From: arminimani at aut.ac.ir (armin imani)
Date: Sun, 19 Sep 2010 17:50:21 +0430
Subject: [rt-users] change main menu place to right
In-Reply-To: <AANLkTimWtmkx=6WUW=aUQB-Zs4UJnOgO+8cWtHqy9pa2@mail.gmail.com>
References: <AANLkTimWtmkx=6WUW=aUQB-Zs4UJnOgO+8cWtHqy9pa2@mail.gmail.com>
Message-ID: <AANLkTik_0NY4mcW0pAsGGgtMM==HaQ5OpgOVBTjdX81N@mail.gmail.com>

hi
i am using RT in Persian. because Persian is a right to left language,
i want to change the place of main menu from left to right
who can i doing this?

--
----------------------------
Best Regards
Armin Imani



-- 
----------------------------
Best Regards
Armin Imani


From paul.broadwith at blueivy.co.uk  Sun Sep 19 09:57:10 2010
From: paul.broadwith at blueivy.co.uk (Paul Broadwith)
Date: Sun, 19 Sep 2010 14:57:10 +0100
Subject: [rt-users] RTFM Upgrade - Different Paths?
Message-ID: <FCE6DC3C43E9B6418C4D7243C2D7C1AB4698C5@bludcshig001.BlueIvy.local>

I have a working install of RTFM (hardly used it but it does work). I've
just upgraded my installation of RTFM from v2.2.1 to v2.4.2 (latest). I
followed the instructions (perl Makefile.pm, make install).

However, upon viewing the version of the Perl module loaded under
Tools->Configuration->System Congfiguration, the version of the Perl
module RT::FM is still 2.2.1.

I then looked for the FM.pm vile as I know the version number is in
there. I now have two. A copy in /opt/rt3/local/lib/RT/FM.pm and
/opt/rt3/local/plugins/RT-FM/lib/RT/FM.pm. The first one is the old
version. The second is the new one.

So I went and simply renamed the files and folders in
/opt/rt3/local/lib/RT related to RTFM in the hope that RT would then
pickup the new version in the plugins folder. Didn't happen. RT fell
over.

So my question is - how do I get RT to use the new version and not the
old one?

Don't ask me how I ended up with an install in local/lib/RT - I have no
idea. I would have followed the instructions at the time of install as I
don't know enough about Perl, and too scared of wrecking my RT install,
to play around. Everything was installed at the default paths.

Any help appreciated.

Kind regards,

Paul Broadwith (MBCS)
Microsoft Certified Professional
Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
for 2010 and Microsoft Registered Partner


Tel.: 0845 862 0292
Web: http://www.blueivy.co.uk

--------------------------------------------------------------------------------
 
Blue Ivy Limited is a limited company registered in Scotland.
Registered company number: SC 221649.
Registered VAT number: GB 774 8460 88.
Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD

This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of ?Blue Ivy Ltd?.

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.

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

{Blue Ivy Ltd - ICT For Small Businesses}


From mmcgrath at carthage.edu  Sun Sep 19 10:19:45 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Sun, 19 Sep 2010 09:19:45 -0500
Subject: [rt-users] How to get rid of a disabled queue.
Message-ID: <AANLkTikB-JnKx+qeWfqENiZqzhjTbt1SuqpmGFn-OxkA@mail.gmail.com>

Hi all -

Runing RT 3.8.8 on Ubuntu.

I've been having some quirky search results but I figured out the meat of
the problem, which brings me to a new question.

We've been having some weird search results on blackboard, because when
people did searches for blackboard it turns out it was searching within the
Blackboard Queue -- which we decided we didn't need anymore, so it's been
disabled.  Hence, no tickets were turning up upon searches for blackboard.

My question is now, how do I delete (or shred?) a disabled queue?  I can't
seem to figure it out.

What is my best option?

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu
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From jesse at bestpractical.com  Sun Sep 19 10:21:32 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 19 Sep 2010 10:21:32 -0400
Subject: [rt-users] Securing
 /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
In-Reply-To: <35da5444b423e2b6f7be1ac1c284e92e.squirrel@yoda.im>
References: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>
	<35da5444b423e2b6f7be1ac1c284e92e.squirrel@yoda.im>
Message-ID: <20100919142132.GI15216@bestpractical.com>

> > Solutions like "well make the file only readable by root" aren't going to
> > be accepted (not by me, but by our security team). Needs to be a hashed
> > password, may be, or something.. I don't know.. soliciting ideas.
> >

When people talk about hashes, they are _typically_ talking about
one-way functions. You can tell if two passwords hash to the same thing, 
but can't typically reverse a hashed password into usable credentials.

Have you tried asking your security people for recommendations? Presumably
they have a way they'd like you to do this.


From mmcgrath at carthage.edu  Sun Sep 19 10:27:31 2010
From: mmcgrath at carthage.edu (Max McGrath)
Date: Sun, 19 Sep 2010 09:27:31 -0500
Subject: [rt-users] How to get rid of a disabled queue.
In-Reply-To: <AANLkTikB-JnKx+qeWfqENiZqzhjTbt1SuqpmGFn-OxkA@mail.gmail.com>
References: <AANLkTikB-JnKx+qeWfqENiZqzhjTbt1SuqpmGFn-OxkA@mail.gmail.com>
Message-ID: <AANLkTi=PXB=UO23jpC7x91U2TqMcaSvONqWMUYR_P9A8@mail.gmail.com>

Figured it out.  I was trying to use the queue name -- I had to use the
queue ID number.


--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath at carthage.edu


On Sun, Sep 19, 2010 at 9:19 AM, Max McGrath <mmcgrath at carthage.edu> wrote:

> Hi all -
>
> Runing RT 3.8.8 on Ubuntu.
>
> I've been having some quirky search results but I figured out the meat of
> the problem, which brings me to a new question.
>
> We've been having some weird search results on blackboard, because when
> people did searches for blackboard it turns out it was searching within the
> Blackboard Queue -- which we decided we didn't need anymore, so it's been
> disabled.  Hence, no tickets were turning up upon searches for blackboard.
>
> My question is now, how do I delete (or shred?) a disabled queue?  I can't
> seem to figure it out.
>
> What is my best option?
>
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgrath at carthage.edu
>
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From gavin.henry at gmail.com  Sun Sep 19 15:52:21 2010
From: gavin.henry at gmail.com (Gavin Henry)
Date: Sun, 19 Sep 2010 20:52:21 +0100
Subject: [rt-users] Suppressing outgoing email from another queue if
 ticket is moved into our Spam queue
In-Reply-To: <AANLkTi=_GqLhSPFzky8AKvY+-9tsBvNx+j74oiUAXfmv@mail.gmail.com>
References: <AANLkTi=_GqLhSPFzky8AKvY+-9tsBvNx+j74oiUAXfmv@mail.gmail.com>
Message-ID: <AANLkTikf35oz7E41ATaiW6QZpP5rmWcMXp0A4wpnn=Xw@mail.gmail.com>

> Hi,
>
> We're using 1b from http://wiki.bestpractical.com/view/SpamFiltering
> and have also installed the disable global scrips extension to switch
> of emails for this Spam queue.
>
> The problem is as a ticket hits my support or sales queue etc. first,
> an email is still being sent out. How can we disable this for detected
> Spam so the notify emails get stopped?
>


So for example, once an email is filtered for the spam headers our MTA
has added, RT moves this ticket into our Spam queue. If this ticket
was meant for our sales queue, the sales queue still sends out an
email even though the end queue is our Spam one.

Here's the condition:

Custom action preparation code:	

my $inMessage = $self->TransactionObj->Attachments->First;
return 0 if ( !$inMessage );    # if no message attachment - assume web UI
return 0 if ( !$inMessage->GetHeader('Received') );  # exit if not email message

if (   $inMessage->GetHeader('X-nohelo')
    || $inMessage->GetHeader('X-badhelo')
    || $inMessage->GetHeader('X-ptrmismatch')
    || $inMessage->GetHeader('X-sendercalloutfail')
    || $inMessage->GetHeader('X-rbl-spamhaus')
    || $inMessage->GetHeader('X-rbl-spamcop') )
{
    return 1;
}
else { return 0; }


Custom action cleanup code:	

my $newqueue = 'Spam';
my ( $status, $msg ) = $self->TicketObj->SetQueue($newqueue);
return $status ? undef : 1;


How can I switch off the email trigger for this match?

Thanks.


From Raed.El-Hames at vialtus.com  Mon Sep 20 06:12:46 2010
From: Raed.El-Hames at vialtus.com (Raed El-Hames)
Date: Mon, 20 Sep 2010 11:12:46 +0100
Subject: [rt-users] Concise Spreadsheet Extension
In-Reply-To: <4C93FAD0.4050907@ruralnetwork.net>
References: <4C93E1F1.6080005@ruralnetwork.net>
	<AANLkTimxeKohE420adK6Bg+-27uWFOyLZHfGeZXEZYh_@mail.gmail.com>
	<4C93FAD0.4050907@ruralnetwork.net>
Message-ID: <ADA7B4B349CE874CB1DC46B3590D524A0489330D35@hex-ex01.internal.gxn.net>

Have you tried:
Created = 'today'

You can build this in the search interface by selecting:
Created on today

Regards;
Roy

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 18 September 2010 00:34
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Concise Spreadsheet Extension

  OK so this might work, but does anyone know how to create a query for tickets created today?
 I see you can select a date, but how would I do a query for " the current days activity only, without having to go back and select "today" from the calender each day?

Thanks,

David
System Admin
RNS

Running RT 3.8.7




On 9/17/2010 4:11 PM, Kenneth Crocker wrote:
David,

If you're going to email it, just set the Query up on a Dashboard. No downloading, re-formatting or anything.

Kenn
LBNL
On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin <Sysadmin at ruralnetwork.net<mailto:Sysadmin at ruralnetwork.net>> wrote:
 Anyone know how to configure the Concise Spreadsheet Extension?
I am trying to use the extension as a means of creating a simple daily activity report that can be emailed to management.

Thanks,

David
System Admin
RNS

Running RT 3.8.7

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!







RT Training in Washington DC, USA on Oct 25 & 26 2010

Last one this year -- Learn how to get the most out of RT!

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From jesse at bestpractical.com  Mon Sep 20 07:25:55 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 20 Sep 2010 07:25:55 -0400
Subject: [rt-users] change main menu place to right
In-Reply-To: <AANLkTik_0NY4mcW0pAsGGgtMM==HaQ5OpgOVBTjdX81N@mail.gmail.com>
References: <AANLkTimWtmkx=6WUW=aUQB-Zs4UJnOgO+8cWtHqy9pa2@mail.gmail.com>
	<AANLkTik_0NY4mcW0pAsGGgtMM==HaQ5OpgOVBTjdX81N@mail.gmail.com>
Message-ID: <20100920112555.GF2191@ubuntu>


Hi Armin,

To date, we haven't spent a lot of time with RT and RtL languages. I'd
certainly appreciate any advice you have on what we need to do to better
support them.

Best,
Jesse

On Sun 19.Sep'10 at 17:50:21 +0430, armin imani wrote:
> hi
> i am using RT in Persian. because Persian is a right to left language,
> i want to change the place of main menu from left to right
> who can i doing this?
> 
> --
> ----------------------------
> Best Regards
> Armin Imani
> 
> 
> 
> -- 
> ----------------------------
> Best Regards
> Armin Imani
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


From vikas.k.srivastava at gmail.com  Mon Sep 20 08:29:52 2010
From: vikas.k.srivastava at gmail.com (Vikas Srivastava)
Date: Mon, 20 Sep 2010 05:29:52 -0700
Subject: [rt-users] Hiding CC: Admin CC: Fields on new ticket creation
Message-ID: <AANLkTinp0p=8ev4gYcbR9mzAz9nwtm_ATnmNXk6Rc6Pr@mail.gmail.com>

Hi ,

I am evaluating RT as a prospective case management system to be used by a
small set of users .

The cases would be logged manually and the Integration of Email is not
required .

Is there a way  I could Hide the fields : CC: AdminCC : on the ticket
creation page to avoid any confusions to the support agents .


Kind Regards
Vikas Srivastava
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From awelani at lsd.co.za  Mon Sep 20 08:47:12 2010
From: awelani at lsd.co.za (Awelani Mulovhedzi)
Date: Mon, 20 Sep 2010 14:47:12 +0200
Subject: [rt-users] Removing Watcher on Queue
Message-ID: <AANLkTinznQbhw2Ga57UGQGnf0oKsQ-AdHLwg9g9Vk2rp@mail.gmail.com>

Hi all

I'm using RT 3.8.8 on Ubuntu 9.10. and I'm having difficulties trying to
remove a
Administrative Cc: watcher I've added on my Queues.
I get the following when I try to remove the watcher:-

   - Could not remove that principal as a AdminCc for this queue

has anyone experienced this before? please assist


-- 
Regards

Awelani Mulovhedzi
Linux system Dynamics

0861 116 094
+2776 784 8184
awelani at lsd.co.za
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From jyoti.sahu at elitecore.com  Mon Sep 20 09:57:19 2010
From: jyoti.sahu at elitecore.com (Jyoti Sahu)
Date: Mon, 20 Sep 2010 19:27:19 +0530
Subject: [rt-users] Can't locate object method
Message-ID: <20100920135216.71492240D04@hipster.bestpractical.com>

Hello,

 

I am trying to learn the code of RT to make changes in it as per our
requirements. So I tried to duplicate on of its module of creating, editing
group.

 

I have included a new folder as groups1 in /share/html/Admin folder & made a
new package as groups1.pm & group1.pm & accordingly .

 

Everything went fine to some extent but now I am facing one problem as its
showing below error when included above changes

 

ERROR:

 

error:  Can't locate object method "new" via package "RT::Groups1" (perhaps
you forgot to load "RT::Groups1"?) at
/opt/rt3/share/html/Admin/Groups1/index.html line 40, <GEN364> line 134.
context:  


... 

 


36: 

<div align="right"><input type="submit" class="button"
value="<&|/l&>Go!</&>" /></div> 


37: 

</form> 


38: 

 


39: 

<%INIT> 


40: 

my $Groups1 = RT::Groups1->new($session{'CurrentUser'}); 


41: 

$Groups1->LimitToUserDefinedGroups(); 


42: 

my $title = loc('Select a group_newcustomized'); 


43: 

my $caption; 


44: 

 


... 

 

code stack:  /opt/rt3/share/html/Admin/Groups1/index.html:40
/opt/rt3/share/html/Admin/autohandler:49
/opt/rt3/share/html/autohandler:315

 

Can any body help what might be the problem?

 

 

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From javoskam at uwaterloo.ca  Mon Sep 20 10:33:26 2010
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Mon, 20 Sep 2010 10:33:26 -0400
Subject: [rt-users] Can't locate object method
In-Reply-To: <20100920135216.71492240D04@hipster.bestpractical.com>
References: <20100920135216.71492240D04@hipster.bestpractical.com>
Message-ID: <4C9770B6.9050008@uwaterloo.ca>

  On 09/20/2010 09:57 AM, Jyoti Sahu wrote:
>
> Hello,
>
> I am trying to learn the code of RT to make changes in it as per our 
> requirements. So I tried to duplicate on of its module of creating, 
> editing group.
>
> I have included a new folder as groups1 in /share/html/Admin folder & 
> made a new package as groups1.pm & group1.pm & accordingly .
>
> Everything went fine to some extent but now I am facing one problem as 
> its showing below error when included above changes
>
> *ERROR:*
>
> *error:* Can't locate object method "new" via package "RT::Groups1" 
> (perhaps you forgot to load "RT::Groups1"?) at 
> /opt/rt3/share/html/Admin/Groups1/index.html line 40, <GEN364> line 134.
> *context:*
>
> *...*
>
> 	
>
> *36:*
>
> 	
>
> <div align="right"><input type="submit" class="button" 
> value="<&|/l&>Go!</&>" /></div>
>
> *37:*
>
> 	
>
> </form>
>
> *38:*
>
> 	
>
> *39:*
>
> 	
>
> <%INIT>
>
> *40:*
>
> 	
>
> my $Groups1 = RT::Groups1->new($session{'CurrentUser'});
>
> *41:*
>
> 	
>
> $Groups1->LimitToUserDefinedGroups();
>
> *42:*
>
> 	
>
> my $title = loc('Select a group_newcustomized');
>
> *43:*
>
> 	
>
> my $caption;
>
> *44:*
>
> 	
>
> *...*
>
> 	
>
> *code stack:* /opt/rt3/share/html/Admin/Groups1/index.html:40
> /opt/rt3/share/html/Admin/autohandler:49
> /opt/rt3/share/html/autohandler:315
>
> Can any body help what might be the problem?
>
Line 40 should be

*40:*

	

my $Groups1 = RT::Group->new($session{'CurrentUser'});

RT:Group is the type and $Groups1 is an instance of that type.

Jeff


From falcone at bestpractical.com  Mon Sep 20 11:16:57 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 20 Sep 2010 11:16:57 -0400
Subject: [rt-users] RTFM Upgrade - Different Paths?
In-Reply-To: <FCE6DC3C43E9B6418C4D7243C2D7C1AB4698C5@bludcshig001.BlueIvy.local>
References: <FCE6DC3C43E9B6418C4D7243C2D7C1AB4698C5@bludcshig001.BlueIvy.local>
Message-ID: <20100920151657.GA30110@jibsheet.com>

On Sun, Sep 19, 2010 at 02:57:10PM +0100, Paul Broadwith wrote:
> I have a working install of RTFM (hardly used it but it does work). I've
> just upgraded my installation of RTFM from v2.2.1 to v2.4.2 (latest). I
> followed the instructions (perl Makefile.pm, make install).
> 
> However, upon viewing the version of the Perl module loaded under
> Tools->Configuration->System Congfiguration, the version of the Perl
> module RT::FM is still 2.2.1.
> 
> I then looked for the FM.pm vile as I know the version number is in
> there. I now have two. A copy in /opt/rt3/local/lib/RT/FM.pm and
> /opt/rt3/local/plugins/RT-FM/lib/RT/FM.pm. The first one is the old
> version. The second is the new one.
> 
> So I went and simply renamed the files and folders in
> /opt/rt3/local/lib/RT related to RTFM in the hope that RT would then
> pickup the new version in the plugins folder. Didn't happen. RT fell
> over.
> 
> So my question is - how do I get RT to use the new version and not the
> old one?
> 
> Don't ask me how I ended up with an install in local/lib/RT - I have no
> idea. I would have followed the instructions at the time of install as I
> don't know enough about Perl, and too scared of wrecking my RT install,
> to play around. Everything was installed at the default paths.

Old installs would go into local/
On 3.8, RTFM will install into local/plugins/RT-FM/
I'm surprised 2.2.1 worked at all since I had to release a new version
of RTFM to be at-all compatible with 3.8

You don't list your RT version, but if you're running 3.8, you need to
follow the part of the install instructions where you set @Plugins

-kevin

> Any help appreciated.
> 
> Kind regards,
> 
> Paul Broadwith (MBCS)
> Microsoft Certified Professional
> Blue Ivy Ltd - Microsoft Small Business Specialist, UK Partner Qualified
> for 2010 and Microsoft Registered Partner
> 
> 
> Tel.: 0845 862 0292
> Web: http://www.blueivy.co.uk
> 
> --------------------------------------------------------------------------------
>  
> Blue Ivy Limited is a limited company registered in Scotland.
> Registered company number: SC 221649.
> Registered VAT number: GB 774 8460 88.
> Registered Office: 67 Kelburn Street, Barrhead, Glasgow, G78 1LD
> 
> This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of ?Blue Ivy Ltd?.
> 
> 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.
> 
> --------------------------------------------------------------------------------
> 
> {Blue Ivy Ltd - ICT For Small Businesses}
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From fooraide at gmail.com  Mon Sep 20 13:19:32 2010
From: fooraide at gmail.com (David Moreau Simard)
Date: Mon, 20 Sep 2010 13:19:32 -0400
Subject: [rt-users] Question about "On Queue Change" Scrip Condition
Message-ID: <4C9797A4.6010602@gmail.com>

  Hi,

We're running RT 3.8.8 and we need to fire a scrip when a ticket is 
transferred away from a queue (to any possible destination).

The condition built into RT "On queue change" only seems to fire when a 
ticket is transferred in but not when a ticket is transferred out.

I've tried various possible workarounds in custom conditions and even 
changing the stage of the transaction but to no avail.

Does anyone have a clue as to what kind of condition I could use to 
trigger my scrip when a ticket is transferred out ?
These possible conditions do not work:

my $transaction = $self->TransactionObj;
return($transaction->Type = "Set" && $transaction->Field = "Queue" && 
$transaction->OldValue eq "queuename");
return($transaction->Type = "Set" && $transaction->Field = "Queue" && 
$transaction->NewValue ne "queuename");

Thanks,

- David


From ktm at rice.edu  Mon Sep 20 13:21:57 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 20 Sep 2010 12:21:57 -0500
Subject: [rt-users] Question about "On Queue Change" Scrip Condition
In-Reply-To: <4C9797A4.6010602@gmail.com>
References: <4C9797A4.6010602@gmail.com>
Message-ID: <20100920172157.GB17152@aart.is.rice.edu>

You need to have a global scrip that check for a queue change
and if the previous queue was the queue that you want to track
or react to exits.

Cheers,
Ken

On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
>  Hi,
>
> We're running RT 3.8.8 and we need to fire a scrip when a ticket is 
> transferred away from a queue (to any possible destination).
>
> The condition built into RT "On queue change" only seems to fire when a 
> ticket is transferred in but not when a ticket is transferred out.
>
> I've tried various possible workarounds in custom conditions and even 
> changing the stage of the transaction but to no avail.
>
> Does anyone have a clue as to what kind of condition I could use to trigger 
> my scrip when a ticket is transferred out ?
> These possible conditions do not work:
>
> my $transaction = $self->TransactionObj;
> return($transaction->Type = "Set" && $transaction->Field = "Queue" && 
> $transaction->OldValue eq "queuename");
> return($transaction->Type = "Set" && $transaction->Field = "Queue" && 
> $transaction->NewValue ne "queuename");
>
> Thanks,
>
> - David
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From kfcrocker at lbl.gov  Mon Sep 20 14:16:54 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 20 Sep 2010 11:16:54 -0700
Subject: [rt-users] Removing Watcher on Queue
In-Reply-To: <AANLkTinznQbhw2Ga57UGQGnf0oKsQ-AdHLwg9g9Vk2rp@mail.gmail.com>
References: <AANLkTinznQbhw2Ga57UGQGnf0oKsQ-AdHLwg9g9Vk2rp@mail.gmail.com>
Message-ID: <AANLkTi=kmdQr1DTYO6aCWLJVZnN+9gaFVA+RPJWXQo8Q@mail.gmail.com>

Awelani,

What screen are you using to remove the AdminCc?

Are you in the "people" page of the ticket? Do you have "ModifyTicket"
rights to that Queue? Do you have "WatchAsAdminCc" rights to that Queue?

I need more info to really try and answer the question.

Kenn
LBNL

On Mon, Sep 20, 2010 at 5:47 AM, Awelani Mulovhedzi <awelani at lsd.co.za>wrote:

> Hi all
>
> I'm using RT 3.8.8 on Ubuntu 9.10. and I'm having difficulties trying to
> remove a
> Administrative Cc: watcher I've added on my Queues.
> I get the following when I try to remove the watcher:-
>
>    - Could not remove that principal as a AdminCc for this queue
>
> has anyone experienced this before? please assist
>
>
> --
> Regards
>
> Awelani Mulovhedzi
> Linux system Dynamics
>
> 0861 116 094
> +2776 784 8184
> awelani at lsd.co.za
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Mon Sep 20 14:23:22 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 20 Sep 2010 11:23:22 -0700
Subject: [rt-users] Hiding CC: Admin CC: Fields on new ticket creation
In-Reply-To: <AANLkTinp0p=8ev4gYcbR9mzAz9nwtm_ATnmNXk6Rc6Pr@mail.gmail.com>
References: <AANLkTinp0p=8ev4gYcbR9mzAz9nwtm_ATnmNXk6Rc6Pr@mail.gmail.com>
Message-ID: <AANLkTinke8bNC9iVzWEyFvGDBt75=TRQb085zwL4fzxR@mail.gmail.com>

Vikas,

Yes. We removed AdminCc from the Ticket Create because we use the AdminCc
role as the Queue manager (Queue Watcher) and therefore will get all
notifications needed due to Global scrips and we don't want anyone adding an
"AdminCc" to any notifications going out.

You need to create a "local" version of the "Create.html" file (copy
"/opt/rt3/share/html/Ticket/Create.html" to
"/opt/rt3/local/html/Ticket/Create.html") and make your modifications there.

Hope this helps.

Kenn
LBNL



On Mon, Sep 20, 2010 at 5:29 AM, Vikas Srivastava <
vikas.k.srivastava at gmail.com> wrote:

> Hi ,
>
> I am evaluating RT as a prospective case management system to be used by a
> small set of users .
>
> The cases would be logged manually and the Integration of Email is not
> required .
>
> Is there a way  I could Hide the fields : CC: AdminCC : on the ticket
> creation page to avoid any confusions to the support agents .
>
>
> Kind Regards
> Vikas Srivastava
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From falcone at bestpractical.com  Mon Sep 20 14:27:51 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 20 Sep 2010 14:27:51 -0400
Subject: [rt-users] Removing Watcher on Queue
In-Reply-To: <AANLkTinznQbhw2Ga57UGQGnf0oKsQ-AdHLwg9g9Vk2rp@mail.gmail.com>
References: <AANLkTinznQbhw2Ga57UGQGnf0oKsQ-AdHLwg9g9Vk2rp@mail.gmail.com>
Message-ID: <20100920182751.GB30110@jibsheet.com>

On Mon, Sep 20, 2010 at 02:47:12PM +0200, Awelani Mulovhedzi wrote:
>    Hi all
> 
>    I'm using RT 3.8.8 on Ubuntu 9.10. and I'm having difficulties trying to remove a
>    Administrative Cc: watcher I've added on my Queues.
>    I get the following when I try to remove the watcher:-
> 
>      * Could not remove that principal as a AdminCc for this queue
> 
>    has anyone experienced this before? please assist

There should be a log in your error log to correspond with this.
It contains more information.

-kevin
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From John.Alberts at exlibrisgroup.com  Mon Sep 20 14:46:16 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Mon, 20 Sep 2010 13:46:16 -0500
Subject: [rt-users] Any way to change owner 'nobody in particular'
Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA0776B7FD@us-ex02.Corp.Exlibrisgroup.com>

  Is there any way I can change what the ticket says when no one has 
accepted it yet instead of it showing an owner of 'nobody in 
particular'?  i would like to change it to our group name.

Thanks

-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197


From fooraide at gmail.com  Mon Sep 20 15:53:42 2010
From: fooraide at gmail.com (David Moreau Simard)
Date: Mon, 20 Sep 2010 15:53:42 -0400
Subject: [rt-users] Question about "On Queue Change" Scrip Condition
In-Reply-To: <20100920172157.GB17152@aart.is.rice.edu>
References: <4C9797A4.6010602@gmail.com>
	<20100920172157.GB17152@aart.is.rice.edu>
Message-ID: <4C97BBC6.1000209@gmail.com>

  This is so weird.. would it be a bug ? Because the code certainly 
doesn't behave the way I would expect.

I've tried several things as a global scrip as Kenneth recommended:
Condition: User Defined
Action: User Defined
Template: Blank

Custom Condition:
my $Transaction = $self->TransactionObj;

# Attempt #1
return($transaction->Type = "Set" && $transaction->Field = "Queue" && 
$transaction->OldValue eq "queuename");

 >> This will return true only if the ticket is transferred TO 
queuename, it will not trigger if it is transferred away from queuename

# Attempt #2
return($transaction->Type = "Set" && $transaction->Field = "Queue" && 
$transaction->NewValue eq "queuename");

 >> Same result as attempt #1 (How can this be?)

I've done other attempts but still in vain.

This should really be trivial as I'm used to toying with RT conditions 
and actions but I somehow can't figure this one out.

On 10-09-20 1:27 PM, Kenneth Marshall wrote:
> Hi David,
>
> If there is not an alternative in the wiki, it probably does not
> exist. (yet) At a first glance, I do not know how you would do
> it without triggering on every queue change, whether the functionality
> were built-in or not. In any case, the queue change action should be
> much less frequent than many other actions so the impact should not
> be too bad. YMMV
>
> Regards,
> Ken


On 10-09-20 1:21 PM, Kenneth Marshall wrote:
> You need to have a global scrip that check for a queue change
> and if the previous queue was the queue that you want to track
> or react to exits.
>
> Cheers,
> Ken
>
> On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
>>   Hi,
>>
>> We're running RT 3.8.8 and we need to fire a scrip when a ticket is
>> transferred away from a queue (to any possible destination).
>>
>> The condition built into RT "On queue change" only seems to fire when a
>> ticket is transferred in but not when a ticket is transferred out.
>>
>> I've tried various possible workarounds in custom conditions and even
>> changing the stage of the transaction but to no avail.
>>
>> Does anyone have a clue as to what kind of condition I could use to trigger
>> my scrip when a ticket is transferred out ?
>> These possible conditions do not work:
>>
>> my $transaction = $self->TransactionObj;
>> return($transaction->Type = "Set"&&  $transaction->Field = "Queue"&&
>> $transaction->OldValue eq "queuename");
>> return($transaction->Type = "Set"&&  $transaction->Field = "Queue"&&
>> $transaction->NewValue ne "queuename");
>>
>> Thanks,
>>
>> - David
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>



From kfcrocker at lbl.gov  Mon Sep 20 16:06:04 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 20 Sep 2010 13:06:04 -0700
Subject: [rt-users] Question about "On Queue Change" Scrip Condition
In-Reply-To: <4C97BBC6.1000209@gmail.com>
References: <4C9797A4.6010602@gmail.com>
	<20100920172157.GB17152@aart.is.rice.edu>
	<4C97BBC6.1000209@gmail.com>
Message-ID: <AANLkTinr0HxpKY_yTV61umbvTK8Qv38qT96FNuvbgX98@mail.gmail.com>

David,

Maybe it's just the way the typing looks, but it looks like you defined my
$Transaction with a capitol "T", but when you specify it in the code, it has
a lowercase "t". This might cause a problem. What did you see in your log
file?

Kenn
LBNL

On Mon, Sep 20, 2010 at 12:53 PM, David Moreau Simard <fooraide at gmail.com>wrote:

>  This is so weird.. would it be a bug ? Because the code certainly doesn't
> behave the way I would expect.
>
> I've tried several things as a global scrip as Kenneth recommended:
> Condition: User Defined
> Action: User Defined
> Template: Blank
>
> Custom Condition:
> my $Transaction = $self->TransactionObj;
>
> # Attempt #1
>
> return($transaction->Type = "Set" && $transaction->Field = "Queue" &&
> $transaction->OldValue eq "queuename");
>
> >> This will return true only if the ticket is transferred TO queuename, it
> will not trigger if it is transferred away from queuename
>
> # Attempt #2
> return($transaction->Type = "Set" && $transaction->Field = "Queue" &&
> $transaction->NewValue eq "queuename");
>
> >> Same result as attempt #1 (How can this be?)
>
> I've done other attempts but still in vain.
>
> This should really be trivial as I'm used to toying with RT conditions and
> actions but I somehow can't figure this one out.
>
> On 10-09-20 1:27 PM, Kenneth Marshall wrote:
>
>> Hi David,
>>
>> If there is not an alternative in the wiki, it probably does not
>> exist. (yet) At a first glance, I do not know how you would do
>> it without triggering on every queue change, whether the functionality
>> were built-in or not. In any case, the queue change action should be
>> much less frequent than many other actions so the impact should not
>> be too bad. YMMV
>>
>> Regards,
>> Ken
>>
>
>
> On 10-09-20 1:21 PM, Kenneth Marshall wrote:
>
>> You need to have a global scrip that check for a queue change
>> and if the previous queue was the queue that you want to track
>> or react to exits.
>>
>> Cheers,
>> Ken
>>
>> On Mon, Sep 20, 2010 at 01:19:32PM -0400, David Moreau Simard wrote:
>>
>>>  Hi,
>>>
>>> We're running RT 3.8.8 and we need to fire a scrip when a ticket is
>>> transferred away from a queue (to any possible destination).
>>>
>>> The condition built into RT "On queue change" only seems to fire when a
>>> ticket is transferred in but not when a ticket is transferred out.
>>>
>>> I've tried various possible workarounds in custom conditions and even
>>> changing the stage of the transaction but to no avail.
>>>
>>> Does anyone have a clue as to what kind of condition I could use to
>>> trigger
>>> my scrip when a ticket is transferred out ?
>>> These possible conditions do not work:
>>>
>>> my $transaction = $self->TransactionObj;
>>> return($transaction->Type = "Set"&&  $transaction->Field = "Queue"&&
>>> $transaction->OldValue eq "queuename");
>>> return($transaction->Type = "Set"&&  $transaction->Field = "Queue"&&
>>> $transaction->NewValue ne "queuename");
>>>
>>> Thanks,
>>>
>>> - David
>>>
>>> RT Training in Washington DC, USA on Oct 25&  26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>>
>>>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From rtusers-20090205 at billmail.scconsult.com  Tue Sep 21 00:14:03 2010
From: rtusers-20090205 at billmail.scconsult.com (Bill Cole)
Date: Tue, 21 Sep 2010 00:14:03 -0400
Subject: [rt-users] Securing
	/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
In-Reply-To: <10490a345fd9a8b8431a265d85a41847.squirrel@yoda.im>
References: <4ca199a567d75d8ed928414826dd5f9d.squirrel@yoda.im>	<4C911F3A.40108@uwaterloo.ca>
	<10490a345fd9a8b8431a265d85a41847.squirrel@yoda.im>
Message-ID: <4C98310B.5010808@billmail.scconsult.com>

Val Polyakov wrote, On 9/15/10 3:51 PM:
> Plaintext.
>
> But that doesnt matter - because its a RT db, with nothing else on it.
> Security has no problem with it.
>
> They only have a problem with storing the domain account credentials in
> plaintext.

I'm not sure that it will satisfy the people you are trying to satisfy, but 
we stay as safe as possible by using an LDAP account that has restricted 
read and search access and no write permissions. That account is only used 
to do an initial bind, search for a user by the attributes in 
attr_match_list, and read the attributes in attr_map. It needs no other 
rights in LDAP. After that, actual user authentication is done with a bind 
attempt using the found account DN and the password provided by the user.

The way your question is worded makes it seem like you are trying to use 
some sort of unique high-privilege account, which would be an unnecessary 
and unsafe approach. The limited-account approach works for us because the 
attributes it can search and read are significantly less than what any of 
our human users can search and read. The added risk of that account password 
being in the clear in a file that can only be read by 'root' and 'www' on a 
system that has only admins as human users is insignificant. But of course, 
that is our environment, and yours may be a lot different.


> --Val
>
>>    On 09/15/2010 12:52 PM, Val Polyakov wrote:
>>> Hello,
>>>
>>> what are our options as far as securing RT_SiteConfig.pm goes?
>>>
>>> My company has pretty strict security requirements, and our security
>>> team
>>> will simply not allow us to store the ldap username/password in a plain
>>> text file on the RT server (and I can fully understand their concerns).
>>>
>>> What are some options here? Again, keeping in mind that the requirement
>>> is
>>> for the password (at least the password, that is) to NOT be plaintext in
>>> RT_SiteConfig.pm
>>>
>>> Solutions like "well make the file only readable by root" aren't going
>>> to
>>> be accepted (not by me, but by our security team). Needs to be a hashed
>>> password, may be, or something.. I don't know.. soliciting ideas.
>>>
>>> --Val
>> How are you storing the database userid and password in that case?
>>
>> Jeff
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!



From rgabriel at fnb.co.za  Tue Sep 21 06:40:49 2010
From: rgabriel at fnb.co.za (Robert Gabriel)
Date: Tue, 21 Sep 2010 12:40:49 +0200
Subject: [rt-users] Could Not Set User Info RT-Authen-ExternalAuth
	(ExternalInfoPriority)
Message-ID: <4C988BB1.6090905@fnb.co.za>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hello all,

I have seen many questions and posts based on this but I have yet to
find a working solution.

"User could not be created: Could not set user info" when creating a new
internal user.

What is the supposed setting please for ExternalInfoPriority?
I have tried undef, 0, internal etc.
If I disable the plugin I can create an internal user.

Set($ExternalAuthPriority, ['LDAP']);
Set($ExternalInfoPriority, ['WhatTheHellIsSupposedToGoInHere']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
   'LDAP'            => {
   'type'            => 'ldap',
   'auth'            => 1,
   'info'            => 0,
   'server'          => '*************8',
   'user'            => '',
   'pass'            => '',
   'base'            => 'dc=********,dc=***,dc=**,dc=**',
   'filter'          => '(objectClass=*)',
   'd_filter'        => '(objectClass=ThisWillNeverMatch)',
   'tls'             => 0,
   'ssl_version'     => 3,
   'net_ldap_args'   => [version =>  3],
   'group'           => 'cn=rt,ou=groups,dc=******,dc=***,dc=**,dc=**',
   'group_attr'      => 'member',
   'attr_match_list' => ['Name', 'EmailAddress'],
   'attr_map'        => {'Name' => 'uid', 'RealName' => 'cn',
'ExternalAuthId' => 'uid', 'Gecos' => 'cn', 'EmailAddress' => 'mail'}
   }
}
);

1;
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To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: 
https://www.fnb.co.za/disclaimer.html 

If you are unable to access the Disclaimer, send a blank e-mail to
firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.


From falcone at bestpractical.com  Tue Sep 21 09:54:39 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Sep 2010 09:54:39 -0400
Subject: [rt-users] Could Not Set User Info RT-Authen-ExternalAuth
 (ExternalInfoPriority)
In-Reply-To: <4C988BB1.6090905@fnb.co.za>
References: <4C988BB1.6090905@fnb.co.za>
Message-ID: <20100921135439.GC30110@jibsheet.com>

On Tue, Sep 21, 2010 at 12:40:49PM +0200, Robert Gabriel wrote:
> I have seen many questions and posts based on this but I have yet to
> find a working solution.
> 
> "User could not be created: Could not set user info" when creating a new
> internal user.

I suspect that most of the time this question comes up on the list,
you'll see someone telling you to check $AutoCreateNonExternalUsers

> What is the supposed setting please for ExternalInfoPriority?
> I have tried undef, 0, internal etc.
> If I disable the plugin I can create an internal user.

The documentation says

# The order in which the services defined in ExternalSettings
# should be used to get information about users.

So, you use the service name you defined in ExternalSettings.

-kevin

> Set($ExternalAuthPriority, ['LDAP']);
> Set($ExternalInfoPriority, ['WhatTheHellIsSupposedToGoInHere']);
> Set($ExternalServiceUsesSSLorTLS, 0);
> Set($AutoCreateNonExternalUsers, 0);
> Set($ExternalSettings, {
>    'LDAP'            => {
>    'type'            => 'ldap',
>    'auth'            => 1,
>    'info'            => 0,
>    'server'          => '*************8',
>    'user'            => '',
>    'pass'            => '',
>    'base'            => 'dc=********,dc=***,dc=**,dc=**',
>    'filter'          => '(objectClass=*)',
>    'd_filter'        => '(objectClass=ThisWillNeverMatch)',
>    'tls'             => 0,
>    'ssl_version'     => 3,
>    'net_ldap_args'   => [version =>  3],
>    'group'           => 'cn=rt,ou=groups,dc=******,dc=***,dc=**,dc=**',
>    'group_attr'      => 'member',
>    'attr_match_list' => ['Name', 'EmailAddress'],
>    'attr_map'        => {'Name' => 'uid', 'RealName' => 'cn',
> 'ExternalAuthId' => 'uid', 'Gecos' => 'cn', 'EmailAddress' => 'mail'}
>    }
> }
> );
> 
> 1;
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v2.0.14 (GNU/Linux)
> Comment: Using GnuPG with Fedora - http://enigmail.mozdev.org/
> 
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> =wuU6
> -----END PGP SIGNATURE-----
> 
> To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: 
> https://www.fnb.co.za/disclaimer.html 
> 
> If you are unable to access the Disclaimer, send a blank e-mail to
> firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From fooraide at gmail.com  Tue Sep 21 11:05:48 2010
From: fooraide at gmail.com (David Moreau Simard)
Date: Tue, 21 Sep 2010 11:05:48 -0400
Subject: [rt-users] Question about "On Queue Change" Scrip Condition
In-Reply-To: <4C97BBC6.1000209@gmail.com>
References: <4C9797A4.6010602@gmail.com>
	<20100920172157.GB17152@aart.is.rice.edu>
	<4C97BBC6.1000209@gmail.com>
Message-ID: <4C98C9CC.9050805@gmail.com>

  I had to re-type part of the code to post it to the mailing list and 
the $Transaction / $transaction came from there, it is actually fine in 
the custom condition:

my $Transaction = $self->TransactionObj;

return($Transaction->Type eq "Set" && $Transaction->Field eq "Queue" && 
$Transaction->OldValue eq "queuename");

It could had been a nice find though..

My error logs do not show anything relevant, no compilation errors or 
anything.

 > David,
 >
 > Maybe it's just the way the typing looks, but it looks like you 
defined my
 > $Transaction with a capitol "T", but when you specify it in the code, 
it has
 > a lowercase "t". This might cause a problem. What did you see in your log
 > file?
 >
 > Kenn
 > LBNL


From jose.fernandez at naxos-fr.net  Tue Sep 21 11:12:36 2010
From: jose.fernandez at naxos-fr.net (=?ISO-8859-1?Q?jos=E9?= fernandez)
Date: Tue, 21 Sep 2010 17:12:36 +0200
Subject: [rt-users] Error Fetchmail with RT3
Message-ID: <1285081956.13871.6.camel@Dream.naxos-fr.net>

Hello

two days I have a concern. In fact I use Fetchmail order to create
tickets via email but since two days when sending an email, the ticket
is no longer on RT I created the following message in the log fetchmail:

fetchmail: 1 message (1 d?j? vu) pour myuser dans mail.toto.com.
fetchmail: message myuser at mail.toto.com:1 ignor? non ?limin?

here is the content of my fetchmailrc:

poll mail.toto.com with protocol imap
   username 'myuser' there with password 'mypass'
  no keep
mda "/opt/rt3/bin/rt-mailgate --url http://www.domain.com/ --queue
General --action correspond"


Do you have an idea where the problem can come?
Thank you


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From kfcrocker at lbl.gov  Tue Sep 21 11:51:52 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 21 Sep 2010 08:51:52 -0700
Subject: [rt-users] Question about "On Queue Change" Scrip Condition
In-Reply-To: <4C98C9CC.9050805@gmail.com>
References: <4C9797A4.6010602@gmail.com>
	<20100920172157.GB17152@aart.is.rice.edu>
	<4C97BBC6.1000209@gmail.com> <4C98C9CC.9050805@gmail.com>
Message-ID: <AANLkTimOkrwz3sp8SjV-=7ga5VF6+uYO-Pkt90uC=byX@mail.gmail.com>

David,

I could be wrong, but I think it is a matter of timing. My experience with
trying to stop a transaction in RT is that you're always a little late in
the process. Once RT has recorded that a ticket *has* changed Queues, I
believe it is already too late. You can change it back, but you can't stop
it. My advice would be to check the transaction for a Queue change
*FROM*the Queue you don't want to change from and just change it back.
We had a situation where someone was sending emails to a group when they
didn't know where to send it. We wrote a scrip for that Queue that looked at
the *from* email address and just sent the ticket to the correct Queue.
Sorry I can't be of more help.

Kenn

On Tue, Sep 21, 2010 at 8:05 AM, David Moreau Simard <fooraide at gmail.com>wrote:

>  I had to re-type part of the code to post it to the mailing list and the
> $Transaction / $transaction came from there, it is actually fine in the
> custom condition:
>
> my $Transaction = $self->TransactionObj;
>
> return($Transaction->Type eq "Set" && $Transaction->Field eq "Queue" &&
> $Transaction->OldValue eq "queuename");
>
> It could had been a nice find though..
>
> My error logs do not show anything relevant, no compilation errors or
> anything.
>
>
> > David,
> >
> > Maybe it's just the way the typing looks, but it looks like you defined
> my
> > $Transaction with a capitol "T", but when you specify it in the code, it
> has
> > a lowercase "t". This might cause a problem. What did you see in your log
> > file?
> >
> > Kenn
> > LBNL
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From jledford at biltmore.com  Tue Sep 21 13:17:49 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Tue, 21 Sep 2010 13:17:49 -0400
Subject: [rt-users] Take and Change Owner Permissions
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA68A665@MAILBOX.tbcnet.biltmore.com>

I am having a problem with take and change owner permissions.  I have a user group that only has the following permissions on a specific queue:

CommentOnTicket
 CreateTicket
 ForwardMessage
 ModifyTicket
 OwnTicket
 ReplyToTicket
 SeeCustomField
 SeeQueue
 ShowTicket
 ShowTicketComments

and everyone has the following on the same queue
 CreateTicket
 ModifyCustomField
 ReplyToTicket
 SeeQueue
 ShowTicket

There are no other group or global rights appied that would affect this user.  If they are looking at unowned tickets on their RT at a glance, they have a link for Take, even though they don't have the Take Ticket right.  They can also go into the Jumbo view of a ticket and change the owner.  Am I misunderstanding this right?  If I am, how do I keep users from taking unowned tickets?  We are trying to set it up so there is a queue manager who sorts and assigns and don't want everyone to be able to just take tickets.

TIA for any help.




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From falcone at bestpractical.com  Tue Sep 21 13:22:55 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Sep 2010 13:22:55 -0400
Subject: [rt-users] Take and Change Owner Permissions
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA68A665@MAILBOX.tbcnet.biltmore.com>
References: <435CB3214F92FD4E8E5CEEB86A20440240FA68A665@MAILBOX.tbcnet.biltmore.com>
Message-ID: <20100921172255.GD30110@jibsheet.com>

On Tue, Sep 21, 2010 at 01:17:49PM -0400, Jason Ledford wrote:
>    I am having a problem with take and change owner permissions.  I have a user group that only
>    has the following permissions on a specific queue:
> 
>    CommentOnTicket
>    CreateTicket
>    ForwardMessage
>    ModifyTicket
>    OwnTicket
>    ReplyToTicket
>    SeeCustomField
>    SeeQueue
>    ShowTicket
>    ShowTicketComments
> 
>    and everyone has the following on the same queue
>    CreateTicket
>    ModifyCustomField
>    ReplyToTicket
>    SeeQueue
>    ShowTicket
> 
>    There are no other group or global rights appied that would affect this user.  If they are
>    looking at unowned tickets on their RT at a glance, they have a link for Take, even though
>    they don't have the Take Ticket right.  

If you look at that search, it has a Take column added in.  If they
didn't have the Take right, the link would fail (you can see it from
Advanced when editing the search).

>    They can also go into the Jumbo view of a ticket and
>    change the owner.  

You gave them ModifyTicket, so they can modify the Owner.

You may just want to give Owners ModifyTicket instead

-kevin

>    Am I misunderstanding this right?  If I am, how do I keep users from taking
>    unowned tickets?  We are trying to set it up so there is a queue manager who sorts and assigns
>    and don't want everyone to be able to just take tickets.
>    TIA for any help.
> 
> 
> 
> 

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From jledford at biltmore.com  Tue Sep 21 13:31:31 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Tue, 21 Sep 2010 13:31:31 -0400
Subject: [rt-users] Take and Change Owner Permissions
In-Reply-To: <20100921172255.GD30110@jibsheet.com>
References: <435CB3214F92FD4E8E5CEEB86A20440240FA68A665@MAILBOX.tbcnet.biltmore.com>
	<20100921172255.GD30110@jibsheet.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA68A670@MAILBOX.tbcnet.biltmore.com>

Changing the modifyticket to owner instead of my group did it.

Thanks.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, September 21, 2010 1:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Take and Change Owner Permissions

On Tue, Sep 21, 2010 at 01:17:49PM -0400, Jason Ledford wrote:
>    I am having a problem with take and change owner permissions.  I have a user group that only
>    has the following permissions on a specific queue:
> 
>    CommentOnTicket
>    CreateTicket
>    ForwardMessage
>    ModifyTicket
>    OwnTicket
>    ReplyToTicket
>    SeeCustomField
>    SeeQueue
>    ShowTicket
>    ShowTicketComments
> 
>    and everyone has the following on the same queue
>    CreateTicket
>    ModifyCustomField
>    ReplyToTicket
>    SeeQueue
>    ShowTicket
> 
>    There are no other group or global rights appied that would affect this user.  If they are
>    looking at unowned tickets on their RT at a glance, they have a link for Take, even though
>    they don't have the Take Ticket right.  

If you look at that search, it has a Take column added in.  If they didn't have the Take right, the link would fail (you can see it from Advanced when editing the search).

>    They can also go into the Jumbo view of a ticket and
>    change the owner.  

You gave them ModifyTicket, so they can modify the Owner.

You may just want to give Owners ModifyTicket instead

-kevin

>    Am I misunderstanding this right?  If I am, how do I keep users from taking
>    unowned tickets?  We are trying to set it up so there is a queue manager who sorts and assigns
>    and don't want everyone to be able to just take tickets.
>    TIA for any help.
> 
> 
> 
> 

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this 
> year -- Learn how to get the most out of RT!



From support at oeko.net  Tue Sep 21 13:25:00 2010
From: support at oeko.net (Toni Mueller)
Date: Tue, 21 Sep 2010 19:25:00 +0200
Subject: [rt-users] user's rights on tickets
Message-ID: <20100921172500.11563.qmail@oak.oeko.net>


Hi,

I'm trying to set up RT (latest) for us, but have a problem
understanding rights. We want to give users the ability to see their
tickets, and _only_ their tickets, including tickets they submitted,
but which are not "taken". Ideally, the user could be a group (eg. an
IT department) with several human members, who generally should have
the same rights. Likewise, if some person out of such a "user" group, a
confirmation should be sent to the group as a whole, not only to that
member of the group.

The only way I see how to do this, at this moment, is to create one
queue per user/group, and assign this user/group rights to only this
queue (use a special group if there is more than one person to deal
with).

I'd like to have the ability to (automatically) assign access rights on
a per-ticket basis instead, but don't see how this could be done.

It would be nice if you could share some tips or pointers!


Kind regards,
--Toni++



From kfcrocker at lbl.gov  Tue Sep 21 13:37:10 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 21 Sep 2010 10:37:10 -0700
Subject: [rt-users] Take and Change Owner Permissions
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240FA68A665@MAILBOX.tbcnet.biltmore.com>
References: <435CB3214F92FD4E8E5CEEB86A20440240FA68A665@MAILBOX.tbcnet.biltmore.com>
Message-ID: <AANLkTi=G6yAJELUCGo3vAKwvTAOxoPRzRtfrYv14Qpz8@mail.gmail.com>

Jason,

A few questions; You allow "Everyone", not just Privileged or certain roles
or specific User groups, the right to modify a custom field value in a
ticket? Curious. Also, if you have granted "CreateTicket" to everyone, why
did you grant it again to that group? They already have it as "Everyone".
Same applies to "ReplyToTicket", "SeeQueue", and "ShowTicket". These can be
dropped from the group. Redundant Privileges make for more difficult
maintenance and a tougher time debugging "Rights" problems.
I also noticed you didn't grant "SeeOutgoingEmail" to anyone. I would think
that at least the group might want to see what Email is coming and going.
Who is allowed to delete a ticket? The owner?

Just a few thoughts.

Kenn
LBNL

On Tue, Sep 21, 2010 at 10:17 AM, Jason Ledford <jledford at biltmore.com>wrote:

>  I am having a problem with take and change owner permissions.  I have a
> user group that only has the following permissions on a specific queue:
>
> CommentOnTicket
>  CreateTicket
>  ForwardMessage
>  ModifyTicket
>  OwnTicket
>  ReplyToTicket
>  SeeCustomField
>  SeeQueue
>  ShowTicket
>  ShowTicketComments
>
> and everyone has the following on the same queue
>  CreateTicket
>  ModifyCustomField
>  ReplyToTicket
>  SeeQueue
>  ShowTicket
>
> There are no other group or global rights appied that would affect this
> user.  If they are looking at unowned tickets on their RT at a glance, they
> have a link for Take, even though they don?t have the Take Ticket right.
> They can also go into the Jumbo view of a ticket and change the owner.  Am I
> misunderstanding this right?  If I am, how do I keep users from taking
> unowned tickets?  We are trying to set it up so there is a queue manager who
> sorts and assigns and don?t want everyone to be able to just take tickets.
>
> TIA for any help.
>
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From jledford at biltmore.com  Tue Sep 21 14:17:05 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Tue, 21 Sep 2010 14:17:05 -0400
Subject: [rt-users] Take and Change Owner Permissions
In-Reply-To: <AANLkTi=G6yAJELUCGo3vAKwvTAOxoPRzRtfrYv14Qpz8@mail.gmail.com>
References: <435CB3214F92FD4E8E5CEEB86A20440240FA68A665@MAILBOX.tbcnet.biltmore.com>
	<AANLkTi=G6yAJELUCGo3vAKwvTAOxoPRzRtfrYv14Qpz8@mail.gmail.com>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240FA68A6A3@MAILBOX.tbcnet.biltmore.com>

Thanks for your additional glance over my permissions.  They were indeed redundant permissions.  We are going to let anyone in the company create a work order and the only way I could get it to work properly was giving some of those permissions to everyone.  We also have some custom fields that I parse on the incoming email, so everyone needed to be able to modify some of those.  I didn't grant the showoutgoingemail because I honestly didn't know what it did, and thought it would be easier to add it later instead of taking it away if needed.  As for deleting, its currently just admins.

Thanks again for the help.

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Tuesday, September 21, 2010 1:37 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Take and Change Owner Permissions

Jason,

A few questions; You allow "Everyone", not just Privileged or certain roles or specific User groups, the right to modify a custom field value in a ticket? Curious. Also, if you have granted "CreateTicket" to everyone, why did you grant it again to that group? They already have it as "Everyone". Same applies to "ReplyToTicket", "SeeQueue", and "ShowTicket". These can be dropped from the group. Redundant Privileges make for more difficult maintenance and a tougher time debugging "Rights" problems.
I also noticed you didn't grant "SeeOutgoingEmail" to anyone. I would think that at least the group might want to see what Email is coming and going. Who is allowed to delete a ticket? The owner?

Just a few thoughts.

Kenn
LBNL
On Tue, Sep 21, 2010 at 10:17 AM, Jason Ledford <jledford at biltmore.com<mailto:jledford at biltmore.com>> wrote:
I am having a problem with take and change owner permissions.  I have a user group that only has the following permissions on a specific queue:

CommentOnTicket
CreateTicket
ForwardMessage
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowTicket
ShowTicketComments

and everyone has the following on the same queue
CreateTicket
ModifyCustomField
ReplyToTicket
SeeQueue
ShowTicket

There are no other group or global rights appied that would affect this user.  If they are looking at unowned tickets on their RT at a glance, they have a link for Take, even though they don't have the Take Ticket right.  They can also go into the Jumbo view of a ticket and change the owner.  Am I misunderstanding this right?  If I am, how do I keep users from taking unowned tickets?  We are trying to set it up so there is a queue manager who sorts and assigns and don't want everyone to be able to just take tickets.

TIA for any help.






RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

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From joseph85750 at yahoo.com  Tue Sep 21 15:04:28 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 21 Sep 2010 12:04:28 -0700 (PDT)
Subject: [rt-users] replacing/eliminating "undisclosed recipients"
Message-ID: <815370.72556.qm@web30307.mail.mud.yahoo.com>

I'm using RT 3.8.8 with postfix 2.3.3, on CentOS 5.4 64bit.

When RT sends email, the To: address is populated with 'undisclosed recipients'.? It doesn't really cause a problem unless people do "reply all", which will cause the 'undisclosed recipients' to appear in the To: field of the reply.
I read about using the:? Set($UseFriendlyToLine, 0); entry in RT_SiteConfig.pm, but didn't have much luck.? If I set it to 1, I see errors in my maillog:

Sep 16 22:09:54 foobox sendmail[2555]: o8GM9sbP002555: o8GM9sbQ002555: DSN: "AdminCc of foobox.mysite.com Ticket #10":;... List:; syntax illegal for recipient addresses

Is there a way to make the To: field be the same as the From: field?
If not, I'd be happy if I could make the To:? field be "nobody at mydomain.com", where I'd simply /dev/null it.

Thanks!



If life gives you lemons, keep them-- because hey.. free lemons.


      
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From falcone at bestpractical.com  Tue Sep 21 15:11:41 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 21 Sep 2010 15:11:41 -0400
Subject: [rt-users] replacing/eliminating "undisclosed recipients"
In-Reply-To: <815370.72556.qm@web30307.mail.mud.yahoo.com>
References: <815370.72556.qm@web30307.mail.mud.yahoo.com>
Message-ID: <20100921191141.GE30110@jibsheet.com>

On Tue, Sep 21, 2010 at 12:04:28PM -0700, Joseph Spenner wrote:
>    I'm using RT 3.8.8 with postfix 2.3.3, on CentOS 5.4 64bit.

Are you sure about the postfix part (See below)?

>    When RT sends email, the To: address is populated with 'undisclosed recipients'.  It doesn't
>    really cause a problem unless people do "reply all", which will cause the 'undisclosed
>    recipients' to appear in the To: field of the reply.
>    I read about using the:  Set($UseFriendlyToLine, 0); entry in RT_SiteConfig.pm, but didn't
>    have much luck.  If I set it to 1, I see errors in my maillog:
> 
>    Sep 16 22:09:54 foobox sendmail[2555]: o8GM9sbP002555: o8GM9sbQ002555: DSN: "AdminCc of
>    foobox.mysite.com Ticket #10":;... List:; syntax illegal for recipient addresses

This looks like a sendmail log, which is documented not to work with
FriendlyToLIne

>    Is there a way to make the To: field be the same as the From: field?
>    If not, I'd be happy if I could make the To:  field be "nobody at mydomain.com", where I'd simply
>    /dev/null it.

Presumably you're not complaining that all email from RT lacks a To:
line, but instead that mail to AdminCcs lacks a To: line.  You could
hardcode a To into the appropriate Template in that case.

-kevin
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From joseph85750 at yahoo.com  Tue Sep 21 17:11:31 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Tue, 21 Sep 2010 14:11:31 -0700 (PDT)
Subject: [rt-users] replacing/eliminating "undisclosed recipients"
Message-ID: <186452.3568.qm@web30308.mail.mud.yahoo.com>

--- On Tue, 9/21/10, Kevin Falcone <falcone at bestpractical.com> wrote:

>On Tue, Sep 21, 2010 at 12:04:28PM -0700, Joseph Spenner wrote:
>>? ? I'm using RT 3.8.8 with postfix 2.3.3, on CentOS 5.4 64bit.

>Are you sure about the postfix part (See below)?

I noticed the sendmail messages in the logs as well (both postfix and sendmail messages), even though postfix is the only one running.  So, I just now removed the sendmail packages from the system, and updated the RT_SiteConfig.pm with:

  Set($UseFriendlyToLine, 1);

I no longer see sendmail messages/errors in the log.
However, now the To: address (directed to watchers), looks like this:

to: "AdminCc of rtbox.mydomain.com Ticket #7":;

instead of "undisclosed recipients".

It's different, but still suboptimal.  :)

Any more help would be great.

Thanks!





      


From vikas.k.srivastava at gmail.com  Tue Sep 21 20:11:03 2010
From: vikas.k.srivastava at gmail.com (Vikas Srivastava)
Date: Tue, 21 Sep 2010 17:11:03 -0700
Subject: [rt-users] WOW !
In-Reply-To: <AANLkTi=Z9aX1Gc2O=Hv5hxem-1-VATtd_ishn8c0AJZz@mail.gmail.com>
References: <AANLkTi=Z9aX1Gc2O=Hv5hxem-1-VATtd_ishn8c0AJZz@mail.gmail.com>
Message-ID: <AANLkTiny8wKShZ9sSNmYQ7SNpfKTVh-MpNRba17Wti8e@mail.gmail.com>

WOW !! That's Amazing ...!!

I removed it and after service restart it was gone ! ... Its is still there
on the /SelfService page . (The CC: field)  How do I remove that .

Also is there a way I could remove it system wide ..

Thanks

Vikas


Date: Mon, 20 Sep 2010 11:23:22 -0700
> From: Kenneth Crocker <kfcrocker at lbl.gov>
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Hiding CC: Admin CC: Fields on new ticket
>        creation
> Message-ID:
>        <AANLkTinke8bNC9iVzWEyFvGDBt75=TRQb085zwL4fzxR at mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Vikas,
>
> Yes. We removed AdminCc from the Ticket Create because we use the AdminCc
> role as the Queue manager (Queue Watcher) and therefore will get all
> notifications needed due to Global scrips and we don't want anyone adding
> an
> "AdminCc" to any notifications going out.
>
> You need to create a "local" version of the "Create.html" file (copy
> "/opt/rt3/share/html/Ticket/Create.html" to
> "/opt/rt3/local/html/Ticket/Create.html") and make your modifications
> there.
>
> Hope this helps.
>
> Kenn
> LBNL
> Kind Regards
> Vikas Srivastava
> Mobile : +91-9999665501
>
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From vikas.k.srivastava at gmail.com  Tue Sep 21 20:14:46 2010
From: vikas.k.srivastava at gmail.com (Vikas Srivastava)
Date: Tue, 21 Sep 2010 17:14:46 -0700
Subject: [rt-users] How to Re-size the TextBox created when putting a custom
	field on CreateTicket
Message-ID: <AANLkTimKFx6We_xk=SekUtBCRF-yUTR+i=jWUPR64P+G@mail.gmail.com>

Hi All ,

I added a custom field , name "Problem Description" (TextBox) ..

It comes on the page fine .... but I would like to re-size it .. and
reposition it . ..

Is there a way we could achieve that ...

Thanks & Regards

Vikas ..
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From smaf65 at gmail.com  Wed Sep 22 10:15:00 2010
From: smaf65 at gmail.com (Silvano Maffeis)
Date: Wed, 22 Sep 2010 16:15:00 +0200
Subject: [rt-users] Stripping e-mail signatures and quoted messages
Message-ID: <AANLkTim5C48w+A+jNHAvhDjkaYFJ-_FKesth0u4=vWn6@mail.gmail.com>

Hi

Is there a way to automatically remove signatures and corporate
"disclaimers" garbage from e-mails that get fed into an RT queue?

Also, is there a way to automatically remove quoted mail bodies stemming
from previous messages?

Thanks!
Silvano
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From kfcrocker at lbl.gov  Wed Sep 22 12:02:12 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 22 Sep 2010 09:02:12 -0700
Subject: [rt-users] WOW !
In-Reply-To: <AANLkTiny8wKShZ9sSNmYQ7SNpfKTVh-MpNRba17Wti8e@mail.gmail.com>
References: <AANLkTi=Z9aX1Gc2O=Hv5hxem-1-VATtd_ishn8c0AJZz@mail.gmail.com>
	<AANLkTiny8wKShZ9sSNmYQ7SNpfKTVh-MpNRba17Wti8e@mail.gmail.com>
Message-ID: <AANLkTinKZDD3KCimAZCxscfSQkMkCyEwfmncgkkaM+5X@mail.gmail.com>

Vikas,

We don't use self-service. Can't help you there. Sorry.

Kenn
LBNL

On Tue, Sep 21, 2010 at 5:11 PM, Vikas Srivastava <
vikas.k.srivastava at gmail.com> wrote:

> WOW !! That's Amazing ...!!
>
> I removed it and after service restart it was gone ! ... Its is still there
> on the /SelfService page . (The CC: field)  How do I remove that .
>
> Also is there a way I could remove it system wide ..
>
> Thanks
>
> Vikas
>
>
> Date: Mon, 20 Sep 2010 11:23:22 -0700
>> From: Kenneth Crocker <kfcrocker at lbl.gov>
>> To: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Hiding CC: Admin CC: Fields on new ticket
>>        creation
>> Message-ID:
>>        <AANLkTinke8bNC9iVzWEyFvGDBt75=TRQb085zwL4fzxR at mail.gmail.com>
>> Content-Type: text/plain; charset="iso-8859-1"
>>
>> Vikas,
>>
>> Yes. We removed AdminCc from the Ticket Create because we use the AdminCc
>> role as the Queue manager (Queue Watcher) and therefore will get all
>> notifications needed due to Global scrips and we don't want anyone adding
>> an
>> "AdminCc" to any notifications going out.
>>
>> You need to create a "local" version of the "Create.html" file (copy
>> "/opt/rt3/share/html/Ticket/Create.html" to
>> "/opt/rt3/local/html/Ticket/Create.html") and make your modifications
>> there.
>>
>> Hope this helps.
>>
>> Kenn
>> LBNL
>> Kind Regards
>> Vikas Srivastava
>> Mobile : +91-9999665501
>>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From dustin.berube at gmail.com  Wed Sep 22 12:01:56 2010
From: dustin.berube at gmail.com (Dustin Berube)
Date: Wed, 22 Sep 2010 12:01:56 -0400
Subject: [rt-users] Outlook 2007 inserting multiple blank lines
Message-ID: <AANLkTinXC2nXd9K77V9YUNPoF0U0ZFGu5ENFKSGGgYXR@mail.gmail.com>

Hello,

I've been having problems with people that send emails into RT from Outlook
2007 or 2010. If they reply to a message it keeps adding blank lines,
overtime there are extremely large gaps in the email thread. I searched
around on Google and found this thread
http://www.gossamer-threads.com/lists/rt/users/94042 which mentions the
problem. I followed Jesse's advice and copied the latest EmailParser.pm from
git 3.8-trunk to /opt/rt3/lib/RT/EmailParser.pm however blank lines keep
getting added to the messages.

I have cleaned the mason cache as well as restarting postfix and apache.

Thanks for the help.
Dustin
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From kfcrocker at lbl.gov  Wed Sep 22 12:04:33 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 22 Sep 2010 09:04:33 -0700
Subject: [rt-users] WOW !
In-Reply-To: <AANLkTinKZDD3KCimAZCxscfSQkMkCyEwfmncgkkaM+5X@mail.gmail.com>
References: <AANLkTi=Z9aX1Gc2O=Hv5hxem-1-VATtd_ishn8c0AJZz@mail.gmail.com>
	<AANLkTiny8wKShZ9sSNmYQ7SNpfKTVh-MpNRba17Wti8e@mail.gmail.com>
	<AANLkTinKZDD3KCimAZCxscfSQkMkCyEwfmncgkkaM+5X@mail.gmail.com>
Message-ID: <AANLkTi=79wX0ReziSgmdCEs3MEjreftKOz-ZV0502j=K@mail.gmail.com>

Vikas,

We don't use self-support so I have no idea. Sorry.

Kenn
LBNL

On Wed, Sep 22, 2010 at 9:02 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Vikas,
>
> We don't use self-service. Can't help you there. Sorry.
>
> Kenn
> LBNL
>
> On Tue, Sep 21, 2010 at 5:11 PM, Vikas Srivastava <
> vikas.k.srivastava at gmail.com> wrote:
>
>> WOW !! That's Amazing ...!!
>>
>> I removed it and after service restart it was gone ! ... Its is still
>> there on the /SelfService page . (The CC: field)  How do I remove that .
>>
>> Also is there a way I could remove it system wide ..
>>
>> Thanks
>>
>> Vikas
>>
>>
>> Date: Mon, 20 Sep 2010 11:23:22 -0700
>>> From: Kenneth Crocker <kfcrocker at lbl.gov>
>>> To: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Hiding CC: Admin CC: Fields on new ticket
>>>        creation
>>> Message-ID:
>>>        <AANLkTinke8bNC9iVzWEyFvGDBt75=TRQb085zwL4fzxR at mail.gmail.com>
>>> Content-Type: text/plain; charset="iso-8859-1"
>>>
>>> Vikas,
>>>
>>> Yes. We removed AdminCc from the Ticket Create because we use the AdminCc
>>> role as the Queue manager (Queue Watcher) and therefore will get all
>>> notifications needed due to Global scrips and we don't want anyone adding
>>> an
>>> "AdminCc" to any notifications going out.
>>>
>>> You need to create a "local" version of the "Create.html" file (copy
>>> "/opt/rt3/share/html/Ticket/Create.html" to
>>> "/opt/rt3/local/html/Ticket/Create.html") and make your modifications
>>> there.
>>>
>>> Hope this helps.
>>>
>>> Kenn
>>> LBNL
>>> Kind Regards
>>> Vikas Srivastava
>>> Mobile : +91-9999665501
>>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
>
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From kfcrocker at lbl.gov  Wed Sep 22 12:10:55 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 22 Sep 2010 09:10:55 -0700
Subject: [rt-users] How to Re-size the TextBox created when putting a
 custom field on CreateTicket
In-Reply-To: <AANLkTimKFx6We_xk=SekUtBCRF-yUTR+i=jWUPR64P+G@mail.gmail.com>
References: <AANLkTimKFx6We_xk=SekUtBCRF-yUTR+i=jWUPR64P+G@mail.gmail.com>
Message-ID: <AANLkTi=VgQZpu65+WvnP8qrH5T1b_XjCXBp3sdPy5+4F@mail.gmail.com>

Vikas,

Same thing. Create a local version of
/opt/rt3/share/Elements/EditCustomField. Then make your changes there.
We use the following code to change the size of *text* boxes as well as turn
*select lists* into drop-down lists:

if ($Type eq "Text") {

        $Rows = 8;

        $Cols = 50;

} elsif ($Type eq "Wikitext") {

        $Rows = 8;

        $Cols = 50;

} elsif ($Type eq "Select" and $MaxValues == 1) {

        $Rows = 1;

        $Cols = 30;

}


Hope this helps.


Kenn

LBNL


On Tue, Sep 21, 2010 at 5:14 PM, Vikas Srivastava <
vikas.k.srivastava at gmail.com> wrote:

> Hi All ,
>
> I added a custom field , name "Problem Description" (TextBox) ..
>
> It comes on the page fine .... but I would like to re-size it .. and
> reposition it . ..
>
> Is there a way we could achieve that ...
>
> Thanks & Regards
>
> Vikas ..
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From jblaine at kickflop.net  Wed Sep 22 12:12:59 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 22 Sep 2010 12:12:59 -0400
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
Message-ID: <4C9A2B0B.60106@kickflop.net>

Please bear with my ignorance on this topic.  I realize
this isn't a PostgreSQL tuning forum, but since it's RT-related
I thought I'd ask here.

RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
as a VM.

We're experiencing significant delays today with various
PostgreSQL statements taking longer than 1000ms to complete.

We have 10,000 tickets, 1300 of which are 'open'

Can anyone throw out any ideas, things to check, etc?
Is this just

Viewing a single ticket results in the following, showing
only those longer than 1000ms:

LOG:  duration: 1496.023 ms
LOG:  duration: 1496.023 ms  statement: EXECUTE <unnamed>  [PREPARE: 
SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.Headers 
AS headers, main.Subject AS subject, main.Parent AS parent, 
main.ContentEncoding AS contentencoding, main.ContentType AS 
contenttype, main.TransactionId AS transactionid, main.Created AS 
created FROM Attachments main JOIN Transactions Transactions_1  ON ( 
Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON ( 
Tickets_2.id = Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = 
'35803') AND (Transactions_1.ObjectType = 'RT::Ticket')  ORDER BY 
main.id ASC ]
LOG:  duration: 2207.968 ms
LOG:  duration: 2207.968 ms  statement: EXECUTE <unnamed>  [PREPARE: 
SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN 
Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN 
CachedGroupMembers CachedGroupMembers_2  ON ( 
CachedGroupMembers_2.MemberId = Principals_1.id ) JOIN Groups Groups_3 
ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  WHERE 
(Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type) 
AND (Principals_1.id != '1') AND (Principals_1.PrincipalType = 'User') 
AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName = 'SuperUser') AND 
(Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '1') AND 
((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) OR 
(ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
LOG:  duration: 3363.967 ms
LOG:  duration: 3363.967 ms  statement: EXECUTE <unnamed>  [PREPARE: 
SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN 
Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN 
CachedGroupMembers CachedGroupMembers_3  ON ( 
CachedGroupMembers_3.MemberId = Principals_1.id )  WHERE 
(Principals_1.Disabled = '0') AND (ACL_2.PrincipalId = 
CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND 
(ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 
'User') AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 
'SuperUser') AND ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 
1) OR (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
LOG:  duration: 1482.014 ms
LOG:  duration: 1482.014 ms  statement: EXECUTE <unnamed>  [PREPARE: 
SELECT DISTINCT main.id AS id, main.Content AS content, main.ContentType 
AS contenttype, main.TransactionId AS transactionid, 
main.ContentEncoding AS contentencoding FROM Attachments main JOIN 
Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId 
) JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId ) 
  WHERE (Tickets_2.EffectiveId = '35803') AND (Transactions_1.ObjectType 
= 'RT::Ticket') AND (main.ContentType = 'text/plain' OR main.ContentType 
LIKE 'message/%' OR main.ContentType = 'text')  ORDER BY main.id ASC ]
LOG:  duration: 1329.789 ms
LOG:  duration: 1329.789 ms  statement: EXECUTE <unnamed>  [PREPARE: 
SELECT DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON 
( Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 'RT::Ticket') 
AND (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, 
main.id ASC ]


# /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
kernel.shmmax = 4294967296
kernel.shmall = 2097152
kernel.shmmni = 4096
kernel.sem = 250        32000   100     128
# cat /proc/cpuinfo
processor       : 0
vendor_id       : GenuineIntel
cpu family      : 6
model           : 15
model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
stepping        : 1
cpu MHz         : 2992.499
cache size      : 4096 KB
fpu             : yes
fpu_exception   : yes
cpuid level     : 10
wp              : yes
flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge 
mca cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm 
constant_tsc up pni ssse3 cx16 lahf_lm
bogomips        : 5984.99
clflush size    : 64
cache_alignment : 64
address sizes   : 40 bits physical, 48 bits virtual
power management:

# cat /proc/meminfo
MemTotal:      2059588 kB
MemFree:        664456 kB
Buffers:         21620 kB
Cached:         612024 kB
SwapCached:      25724 kB
Active:        1164032 kB
Inactive:       116264 kB
HighTotal:           0 kB
HighFree:            0 kB
LowTotal:      2059588 kB
LowFree:        664456 kB
SwapTotal:     2064376 kB
SwapFree:      1997364 kB
Dirty:             400 kB
Writeback:           0 kB
AnonPages:      644712 kB
Mapped:          75512 kB
Slab:            78748 kB
PageTables:      16492 kB
NFS_Unstable:        0 kB
Bounce:              0 kB
CommitLimit:   3094168 kB
Committed_AS:  1383072 kB
VmallocTotal: 34359738367 kB
VmallocUsed:    263920 kB
VmallocChunk: 34359473927 kB
HugePages_Total:     0
HugePages_Free:      0
HugePages_Rsvd:      0
Hugepagesize:     2048 kB
#


From ktm at rice.edu  Wed Sep 22 12:24:52 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 22 Sep 2010 11:24:52 -0500
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
In-Reply-To: <4C9A2B0B.60106@kickflop.net>
References: <4C9A2B0B.60106@kickflop.net>
Message-ID: <20100922162452.GU17152@aart.is.rice.edu>

Hi Jeff,

Wow, is that version of PostgreSQL old. Certainly there have
been many, many performance improvements since v8.1.x. While
upgrading would help, you really need to run an EXPLAIN ANALYZE
for your slow queries to see if there is a problem area. Also,
you should check to wiki to see if you have all of the recommended
PostgreSQL indexes.

Some things to check.
Ken

On Wed, Sep 22, 2010 at 12:12:59PM -0400, Jeff Blaine wrote:
> Please bear with my ignorance on this topic.  I realize
> this isn't a PostgreSQL tuning forum, but since it's RT-related
> I thought I'd ask here.
>
> RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
> as a VM.
>
> We're experiencing significant delays today with various
> PostgreSQL statements taking longer than 1000ms to complete.
>
> We have 10,000 tickets, 1300 of which are 'open'
>
> Can anyone throw out any ideas, things to check, etc?
> Is this just
>
> Viewing a single ticket results in the following, showing
> only those longer than 1000ms:
>
> LOG:  duration: 1496.023 ms
> LOG:  duration: 1496.023 ms  statement: EXECUTE <unnamed>  [PREPARE: SELECT 
> DISTINCT main.Id AS id, main.Filename AS filename, main.Headers AS headers, 
> main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS 
> contentencoding, main.ContentType AS contenttype, main.TransactionId AS 
> transactionid, main.Created AS created FROM Attachments main JOIN 
> Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId ) 
> JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId )  
> WHERE (Tickets_2.EffectiveId = '35803') AND (Transactions_1.ObjectType = 
> 'RT::Ticket')  ORDER BY main.id ASC ]
> LOG:  duration: 2207.968 ms
> LOG:  duration: 2207.968 ms  statement: EXECUTE <unnamed>  [PREPARE: SELECT 
> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals 
> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers 
> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id 
> ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId )  
> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType = 
> Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType 
> = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName = 
> 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance 
> = '1') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) OR 
> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
> LOG:  duration: 3363.967 ms
> LOG:  duration: 3363.967 ms  statement: EXECUTE <unnamed>  [PREPARE: SELECT 
> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals 
> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers 
> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId = Principals_1.id 
> )  WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId = 
> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND 
> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User') 
> AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser') AND 
> ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 1) OR 
> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
> LOG:  duration: 1482.014 ms
> LOG:  duration: 1482.014 ms  statement: EXECUTE <unnamed>  [PREPARE: SELECT 
> DISTINCT main.id AS id, main.Content AS content, main.ContentType AS 
> contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS 
> contentencoding FROM Attachments main JOIN Transactions Transactions_1  ON 
> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON ( 
> Tickets_2.id = Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = 
> '35803') AND (Transactions_1.ObjectType = 'RT::Ticket') AND 
> (main.ContentType = 'text/plain' OR main.ContentType LIKE 'message/%' OR 
> main.ContentType = 'text')  ORDER BY main.id ASC ]
> LOG:  duration: 1329.789 ms
> LOG:  duration: 1329.789 ms  statement: EXECUTE <unnamed>  [PREPARE: SELECT 
> DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON ( 
> Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 'RT::Ticket') AND 
> (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, main.id ASC ]
>
>
> # /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
> kernel.shmmax = 4294967296
> kernel.shmall = 2097152
> kernel.shmmni = 4096
> kernel.sem = 250        32000   100     128
> # cat /proc/cpuinfo
> processor       : 0
> vendor_id       : GenuineIntel
> cpu family      : 6
> model           : 15
> model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
> stepping        : 1
> cpu MHz         : 2992.499
> cache size      : 4096 KB
> fpu             : yes
> fpu_exception   : yes
> cpuid level     : 10
> wp              : yes
> flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca 
> cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm 
> constant_tsc up pni ssse3 cx16 lahf_lm
> bogomips        : 5984.99
> clflush size    : 64
> cache_alignment : 64
> address sizes   : 40 bits physical, 48 bits virtual
> power management:
>
> # cat /proc/meminfo
> MemTotal:      2059588 kB
> MemFree:        664456 kB
> Buffers:         21620 kB
> Cached:         612024 kB
> SwapCached:      25724 kB
> Active:        1164032 kB
> Inactive:       116264 kB
> HighTotal:           0 kB
> HighFree:            0 kB
> LowTotal:      2059588 kB
> LowFree:        664456 kB
> SwapTotal:     2064376 kB
> SwapFree:      1997364 kB
> Dirty:             400 kB
> Writeback:           0 kB
> AnonPages:      644712 kB
> Mapped:          75512 kB
> Slab:            78748 kB
> PageTables:      16492 kB
> NFS_Unstable:        0 kB
> Bounce:              0 kB
> CommitLimit:   3094168 kB
> Committed_AS:  1383072 kB
> VmallocTotal: 34359738367 kB
> VmallocUsed:    263920 kB
> VmallocChunk: 34359473927 kB
> HugePages_Total:     0
> HugePages_Free:      0
> HugePages_Rsvd:      0
> Hugepagesize:     2048 kB
> #
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>


From kfcrocker at lbl.gov  Wed Sep 22 12:28:23 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 22 Sep 2010 09:28:23 -0700
Subject: [rt-users] replacing/eliminating "undisclosed recipients"
In-Reply-To: <186452.3568.qm@web30308.mail.mud.yahoo.com>
References: <186452.3568.qm@web30308.mail.mud.yahoo.com>
Message-ID: <AANLkTimNxfk23bp3XJFCVb2ROuz89nCTSrWJnPwdBqxD@mail.gmail.com>

Joseph,

Have you read the info in RT_Config.pm? I believe it shows how to create
your *friendly* "To:" format.

Kenn
LBNL

On Tue, Sep 21, 2010 at 2:11 PM, Joseph Spenner <joseph85750 at yahoo.com>wrote:

> --- On Tue, 9/21/10, Kevin Falcone <falcone at bestpractical.com> wrote:
>
> >On Tue, Sep 21, 2010 at 12:04:28PM -0700, Joseph Spenner wrote:
> >>    I'm using RT 3.8.8 with postfix 2.3.3, on CentOS 5.4 64bit.
>
> >Are you sure about the postfix part (See below)?
>
> I noticed the sendmail messages in the logs as well (both postfix and
> sendmail messages), even though postfix is the only one running.  So, I just
> now removed the sendmail packages from the system, and updated the
> RT_SiteConfig.pm with:
>
>  Set($UseFriendlyToLine, 1);
>
> I no longer see sendmail messages/errors in the log.
> However, now the To: address (directed to watchers), looks like this:
>
> to: "AdminCc of rtbox.mydomain.com Ticket #7":;
>
> instead of "undisclosed recipients".
>
> It's different, but still suboptimal.  :)
>
> Any more help would be great.
>
> Thanks!
>
>
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From jblaine at kickflop.net  Wed Sep 22 12:57:58 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 22 Sep 2010 12:57:58 -0400
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
In-Reply-To: <20100922162452.GU17152@aart.is.rice.edu>
References: <4C9A2B0B.60106@kickflop.net>
	<20100922162452.GU17152@aart.is.rice.edu>
Message-ID: <4C9A3596.7090903@kickflop.net>

We have this in place:

     CREATE INDEX ObjectCustomFieldValues3 ON ObjectCustomFieldValues 
(ObjectId,ObjectType);

And I don't see any other suggested indexes in the wiki.
Maybe I am missing a certain page?  Should I add these:

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

Here's the EXPLAIN for one of the slow statements:

rt3=# EXPLAIN ANALYZE SELECT DISTINCT main.id AS id, main.Content AS 
content, main.ContentType AS contenttype, main.TransactionId AS 
transactionid, main.ContentEncoding AS contentencoding FROM Attachments 
main JOIN Transactions Transactions_1  ON ( Transactions_1.id = 
main.TransactionId ) JOIN Tickets Tickets_2  ON ( Tickets_2.id = 
Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = '35339') AND 
(Transactions_1.ObjectType = 'RT::Ticket') AND (main.ContentType = 
'text/plain' OR main.ContentType LIKE 'message/%' OR main.ContentType = 
'text') ORDER BY main.id ASC;

      QUERY PLAN
------------------------------------------------------------------------------------------------------------------------------------------------------------------
  Unique  (cost=1033.85..1033.86 rows=1 width=396) (actual 
time=3720.579..3720.579 rows=1 loops=1)
    ->  Sort  (cost=1033.85..1033.85 rows=1 width=396) (actual 
time=3720.373..3720.373 rows=1 loops=1)
          Sort Key: main.id, main.content, main.contenttype, 
main.transactionid, main.contentencoding
          ->  Nested Loop  (cost=17.77..1033.84 rows=1 width=396) 
(actual time=3569.107..3719.649 rows=1 loops=1)
                ->  Nested Loop  (cost=14.13..383.55 rows=1 width=4) 
(actual time=3562.353..3717.041 rows=28 loops=1)
                      ->  Bitmap Heap Scan on transactions 
transactions_1  (cost=14.13..154.48 rows=38 width=8) (actual 
time=159.630..1185.953 rows=75440 loops=1)
                            Recheck Cond: ((objecttype)::text = 
'RT::Ticket'::text)
                            ->  Bitmap Index Scan on transactions1 
(cost=0.00..14.13 rows=38 width=0) (actual time=156.409..156.409 
rows=133079 loops=1)
                                  Index Cond: ((objecttype)::text = 
'RT::Ticket'::text)
                      ->  Index Scan using tickets4 on tickets tickets_2 
  (cost=0.00..6.02 rows=1 width=4) (actual time=0.026..0.026 rows=0 
loops=75440)
                            Index Cond: (tickets_2.id = "outer".objectid)
                            Filter: (effectiveid = 35339)
                ->  Bitmap Heap Scan on attachments main 
(cost=3.63..648.02 rows=181 width=396) (actual time=0.078..0.082 rows=0 
loops=28)
                      Recheck Cond: ("outer".id = main.transactionid)
                      Filter: (((contenttype)::text = 
'text/plain'::text) OR ((contenttype)::text ~~ 'message/%'::text) OR 
((contenttype)::text = 'text'::text))
                      ->  Bitmap Index Scan on attachments2 
(cost=0.00..3.63 rows=181 width=0) (actual time=0.011..0.011 rows=1 
loops=28)
                            Index Cond: ("outer".id = main.transactionid)
  Total runtime: 3722.252 ms
(18 rows)

rt3=#


On 9/22/2010 12:24 PM, Kenneth Marshall wrote:
> Hi Jeff,
>
> Wow, is that version of PostgreSQL old. Certainly there have
> been many, many performance improvements since v8.1.x. While
> upgrading would help, you really need to run an EXPLAIN ANALYZE
> for your slow queries to see if there is a problem area. Also,
> you should check to wiki to see if you have all of the recommended
> PostgreSQL indexes.
>
> Some things to check.
> Ken
>
> On Wed, Sep 22, 2010 at 12:12:59PM -0400, Jeff Blaine wrote:
>> Please bear with my ignorance on this topic.  I realize
>> this isn't a PostgreSQL tuning forum, but since it's RT-related
>> I thought I'd ask here.
>>
>> RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
>> as a VM.
>>
>> We're experiencing significant delays today with various
>> PostgreSQL statements taking longer than 1000ms to complete.
>>
>> We have 10,000 tickets, 1300 of which are 'open'
>>
>> Can anyone throw out any ideas, things to check, etc?
>> Is this just
>>
>> Viewing a single ticket results in the following, showing
>> only those longer than 1000ms:
>>
>> LOG:  duration: 1496.023 ms
>> LOG:  duration: 1496.023 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>> DISTINCT main.Id AS id, main.Filename AS filename, main.Headers AS headers,
>> main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS
>> contentencoding, main.ContentType AS contenttype, main.TransactionId AS
>> transactionid, main.Created AS created FROM Attachments main JOIN
>> Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId )
>> JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId )
>> WHERE (Tickets_2.EffectiveId = '35803') AND (Transactions_1.ObjectType =
>> 'RT::Ticket')  ORDER BY main.id ASC ]
>> LOG:  duration: 2207.968 ms
>> LOG:  duration: 2207.968 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = Principals_1.id
>> ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
>> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>> Groups_3.Type) AND (Principals_1.id != '1') AND (Principals_1.PrincipalType
>> = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName =
>> 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance
>> = '1') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) OR
>> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>> LOG:  duration: 3363.967 ms
>> LOG:  duration: 3363.967 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId = Principals_1.id
>> )  WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User')
>> AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser') AND
>> ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 1) OR
>> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>> LOG:  duration: 1482.014 ms
>> LOG:  duration: 1482.014 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>> DISTINCT main.id AS id, main.Content AS content, main.ContentType AS
>> contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS
>> contentencoding FROM Attachments main JOIN Transactions Transactions_1  ON
>> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON (
>> Tickets_2.id = Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId =
>> '35803') AND (Transactions_1.ObjectType = 'RT::Ticket') AND
>> (main.ContentType = 'text/plain' OR main.ContentType LIKE 'message/%' OR
>> main.ContentType = 'text')  ORDER BY main.id ASC ]
>> LOG:  duration: 1329.789 ms
>> LOG:  duration: 1329.789 ms  statement: EXECUTE<unnamed>   [PREPARE: SELECT
>> DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON (
>> Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 'RT::Ticket') AND
>> (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, main.id ASC ]
>>
>>
>> # /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
>> kernel.shmmax = 4294967296
>> kernel.shmall = 2097152
>> kernel.shmmni = 4096
>> kernel.sem = 250        32000   100     128
>> # cat /proc/cpuinfo
>> processor       : 0
>> vendor_id       : GenuineIntel
>> cpu family      : 6
>> model           : 15
>> model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
>> stepping        : 1
>> cpu MHz         : 2992.499
>> cache size      : 4096 KB
>> fpu             : yes
>> fpu_exception   : yes
>> cpuid level     : 10
>> wp              : yes
>> flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge mca
>> cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm
>> constant_tsc up pni ssse3 cx16 lahf_lm
>> bogomips        : 5984.99
>> clflush size    : 64
>> cache_alignment : 64
>> address sizes   : 40 bits physical, 48 bits virtual
>> power management:
>>
>> # cat /proc/meminfo
>> MemTotal:      2059588 kB
>> MemFree:        664456 kB
>> Buffers:         21620 kB
>> Cached:         612024 kB
>> SwapCached:      25724 kB
>> Active:        1164032 kB
>> Inactive:       116264 kB
>> HighTotal:           0 kB
>> HighFree:            0 kB
>> LowTotal:      2059588 kB
>> LowFree:        664456 kB
>> SwapTotal:     2064376 kB
>> SwapFree:      1997364 kB
>> Dirty:             400 kB
>> Writeback:           0 kB
>> AnonPages:      644712 kB
>> Mapped:          75512 kB
>> Slab:            78748 kB
>> PageTables:      16492 kB
>> NFS_Unstable:        0 kB
>> Bounce:              0 kB
>> CommitLimit:   3094168 kB
>> Committed_AS:  1383072 kB
>> VmallocTotal: 34359738367 kB
>> VmallocUsed:    263920 kB
>> VmallocChunk: 34359473927 kB
>> HugePages_Total:     0
>> HugePages_Free:      0
>> HugePages_Rsvd:      0
>> Hugepagesize:     2048 kB
>> #
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>


From smcstravick at eyelit.com  Wed Sep 22 13:40:03 2010
From: smcstravick at eyelit.com (Steve McStravick)
Date: Wed, 22 Sep 2010 13:40:03 -0400
Subject: [rt-users] ICal showing as plain text.
Message-ID: <030c01cb5a7d$317a1f90$946e5eb0$@com>

There was another post, with the same problem but no resolution was given.

I've tried the Rt demo site, and it works fine.

My system RT 3.8.8 show it in plain text.   
I compared the URLs between the Demo site and my site and they seem
identical, so I'm guessing it's an apache config issue.
I check the mime-types in apache and the text/calendar type resolves to ics.

I double checked my apache config and it appears consistent with all of the
instructions I found.

Did anyone solve this?

Thanks,

Steve





From joseph85750 at yahoo.com  Wed Sep 22 13:49:20 2010
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 22 Sep 2010 10:49:20 -0700 (PDT)
Subject: [rt-users] replacing/eliminating "undisclosed recipients"
In-Reply-To: <AANLkTimNxfk23bp3XJFCVb2ROuz89nCTSrWJnPwdBqxD@mail.gmail.com>
Message-ID: <662476.53151.qm@web30306.mail.mud.yahoo.com>

--- On Wed, 9/22/10, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

From: Kenneth Crocker <kfcrocker at lbl.gov>
Subject: Re: [rt-users] replacing/eliminating "undisclosed recipients"
To: rt-users at lists.bestpractical.com
Date: Wednesday, September 22, 2010, 10:28 AM

Joseph,

Have you read the info in RT_Config.pm? I believe it shows how to create your friendly "To:" format.

Kenneth:
? I saw that, but the syntax wasn't very clear to me.? I see where I should set:

Set($UseFriendlyToLine, 1);

But how I actually define the address I want?? 





      
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From ktm at rice.edu  Wed Sep 22 15:25:38 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 22 Sep 2010 14:25:38 -0500
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
In-Reply-To: <4C9A3596.7090903@kickflop.net>
References: <4C9A2B0B.60106@kickflop.net>
	<20100922162452.GU17152@aart.is.rice.edu>
	<4C9A3596.7090903@kickflop.net>
Message-ID: <20100922192538.GV17152@aart.is.rice.edu>

Hi Jeff,

Just a quick glance at your plan seems to indicate that there is
a fairly wide discrepency between how many results a query returns
and what the planner thinks the query should return. Have you already
bumped the planner statistics target to 100 or 200 and then re-analyzed
the database. I do not think that 8.1 had autovacuum enabled by default
so you should enable it to keep the statistics updated and run a full
database-wide re-analyze to update the stats. Then try your query again.

Regards,
Ken

On Wed, Sep 22, 2010 at 12:57:58PM -0400, Jeff Blaine wrote:
> We have this in place:
>
>     CREATE INDEX ObjectCustomFieldValues3 ON ObjectCustomFieldValues 
> (ObjectId,ObjectType);
>
> And I don't see any other suggested indexes in the wiki.
> Maybe I am missing a certain page?  Should I add these:
>
>     http://wiki.bestpractical.com/view/DatabaseIndexes
>
> Here's the EXPLAIN for one of the slow statements:
>
> rt3=# EXPLAIN ANALYZE SELECT DISTINCT main.id AS id, main.Content AS 
> content, main.ContentType AS contenttype, main.TransactionId AS 
> transactionid, main.ContentEncoding AS contentencoding FROM Attachments 
> main JOIN Transactions Transactions_1  ON ( Transactions_1.id = 
> main.TransactionId ) JOIN Tickets Tickets_2  ON ( Tickets_2.id = 
> Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = '35339') AND 
> (Transactions_1.ObjectType = 'RT::Ticket') AND (main.ContentType = 
> 'text/plain' OR main.ContentType LIKE 'message/%' OR main.ContentType = 
> 'text') ORDER BY main.id ASC;
>
>      QUERY PLAN
> ------------------------------------------------------------------------------------------------------------------------------------------------------------------
>  Unique  (cost=1033.85..1033.86 rows=1 width=396) (actual 
> time=3720.579..3720.579 rows=1 loops=1)
>    ->  Sort  (cost=1033.85..1033.85 rows=1 width=396) (actual 
> time=3720.373..3720.373 rows=1 loops=1)
>          Sort Key: main.id, main.content, main.contenttype, 
> main.transactionid, main.contentencoding
>          ->  Nested Loop  (cost=17.77..1033.84 rows=1 width=396) (actual 
> time=3569.107..3719.649 rows=1 loops=1)
>                ->  Nested Loop  (cost=14.13..383.55 rows=1 width=4) (actual 
> time=3562.353..3717.041 rows=28 loops=1)
>                      ->  Bitmap Heap Scan on transactions transactions_1  
> (cost=14.13..154.48 rows=38 width=8) (actual time=159.630..1185.953 
> rows=75440 loops=1)
>                            Recheck Cond: ((objecttype)::text = 
> 'RT::Ticket'::text)
>                            ->  Bitmap Index Scan on transactions1 
> (cost=0.00..14.13 rows=38 width=0) (actual time=156.409..156.409 
> rows=133079 loops=1)
>                                  Index Cond: ((objecttype)::text = 
> 'RT::Ticket'::text)
>                      ->  Index Scan using tickets4 on tickets tickets_2  
> (cost=0.00..6.02 rows=1 width=4) (actual time=0.026..0.026 rows=0 
> loops=75440)
>                            Index Cond: (tickets_2.id = "outer".objectid)
>                            Filter: (effectiveid = 35339)
>                ->  Bitmap Heap Scan on attachments main (cost=3.63..648.02 
> rows=181 width=396) (actual time=0.078..0.082 rows=0 loops=28)
>                      Recheck Cond: ("outer".id = main.transactionid)
>                      Filter: (((contenttype)::text = 'text/plain'::text) OR 
> ((contenttype)::text ~~ 'message/%'::text) OR ((contenttype)::text = 
> 'text'::text))
>                      ->  Bitmap Index Scan on attachments2 (cost=0.00..3.63 
> rows=181 width=0) (actual time=0.011..0.011 rows=1 loops=28)
>                            Index Cond: ("outer".id = main.transactionid)
>  Total runtime: 3722.252 ms
> (18 rows)
>
> rt3=#
>
>
> On 9/22/2010 12:24 PM, Kenneth Marshall wrote:
>> Hi Jeff,
>>
>> Wow, is that version of PostgreSQL old. Certainly there have
>> been many, many performance improvements since v8.1.x. While
>> upgrading would help, you really need to run an EXPLAIN ANALYZE
>> for your slow queries to see if there is a problem area. Also,
>> you should check to wiki to see if you have all of the recommended
>> PostgreSQL indexes.
>>
>> Some things to check.
>> Ken
>>
>> On Wed, Sep 22, 2010 at 12:12:59PM -0400, Jeff Blaine wrote:
>>> Please bear with my ignorance on this topic.  I realize
>>> this isn't a PostgreSQL tuning forum, but since it's RT-related
>>> I thought I'd ask here.
>>>
>>> RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
>>> as a VM.
>>>
>>> We're experiencing significant delays today with various
>>> PostgreSQL statements taking longer than 1000ms to complete.
>>>
>>> We have 10,000 tickets, 1300 of which are 'open'
>>>
>>> Can anyone throw out any ideas, things to check, etc?
>>> Is this just
>>>
>>> Viewing a single ticket results in the following, showing
>>> only those longer than 1000ms:
>>>
>>> LOG:  duration: 1496.023 ms
>>> LOG:  duration: 1496.023 ms  statement: EXECUTE<unnamed>   [PREPARE: 
>>> SELECT
>>> DISTINCT main.Id AS id, main.Filename AS filename, main.Headers AS 
>>> headers,
>>> main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS
>>> contentencoding, main.ContentType AS contenttype, main.TransactionId AS
>>> transactionid, main.Created AS created FROM Attachments main JOIN
>>> Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId 
>>> )
>>> JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId )
>>> WHERE (Tickets_2.EffectiveId = '35803') AND (Transactions_1.ObjectType =
>>> 'RT::Ticket')  ORDER BY main.id ASC ]
>>> LOG:  duration: 2207.968 ms
>>> LOG:  duration: 2207.968 ms  statement: EXECUTE<unnamed>   [PREPARE: 
>>> SELECT
>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId = 
>>> Principals_1.id
>>> ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
>>> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>>> Groups_3.Type) AND (Principals_1.id != '1') AND 
>>> (Principals_1.PrincipalType
>>> = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName =
>>> 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role' AND 
>>> Groups_3.Instance
>>> = '1') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) OR
>>> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>> LOG:  duration: 3363.967 ms
>>> LOG:  duration: 3363.967 ms  statement: EXECUTE<unnamed>   [PREPARE: 
>>> SELECT
>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId = 
>>> Principals_1.id
>>> )  WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User')
>>> AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser') AND
>>> ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 1) OR
>>> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>> LOG:  duration: 1482.014 ms
>>> LOG:  duration: 1482.014 ms  statement: EXECUTE<unnamed>   [PREPARE: 
>>> SELECT
>>> DISTINCT main.id AS id, main.Content AS content, main.ContentType AS
>>> contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS
>>> contentencoding FROM Attachments main JOIN Transactions Transactions_1  
>>> ON
>>> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON (
>>> Tickets_2.id = Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId =
>>> '35803') AND (Transactions_1.ObjectType = 'RT::Ticket') AND
>>> (main.ContentType = 'text/plain' OR main.ContentType LIKE 'message/%' OR
>>> main.ContentType = 'text')  ORDER BY main.id ASC ]
>>> LOG:  duration: 1329.789 ms
>>> LOG:  duration: 1329.789 ms  statement: EXECUTE<unnamed>   [PREPARE: 
>>> SELECT
>>> DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON (
>>> Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 'RT::Ticket') 
>>> AND
>>> (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, main.id ASC 
>>> ]
>>>
>>>
>>> # /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
>>> kernel.shmmax = 4294967296
>>> kernel.shmall = 2097152
>>> kernel.shmmni = 4096
>>> kernel.sem = 250        32000   100     128
>>> # cat /proc/cpuinfo
>>> processor       : 0
>>> vendor_id       : GenuineIntel
>>> cpu family      : 6
>>> model           : 15
>>> model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
>>> stepping        : 1
>>> cpu MHz         : 2992.499
>>> cache size      : 4096 KB
>>> fpu             : yes
>>> fpu_exception   : yes
>>> cpuid level     : 10
>>> wp              : yes
>>> flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge 
>>> mca
>>> cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm
>>> constant_tsc up pni ssse3 cx16 lahf_lm
>>> bogomips        : 5984.99
>>> clflush size    : 64
>>> cache_alignment : 64
>>> address sizes   : 40 bits physical, 48 bits virtual
>>> power management:
>>>
>>> # cat /proc/meminfo
>>> MemTotal:      2059588 kB
>>> MemFree:        664456 kB
>>> Buffers:         21620 kB
>>> Cached:         612024 kB
>>> SwapCached:      25724 kB
>>> Active:        1164032 kB
>>> Inactive:       116264 kB
>>> HighTotal:           0 kB
>>> HighFree:            0 kB
>>> LowTotal:      2059588 kB
>>> LowFree:        664456 kB
>>> SwapTotal:     2064376 kB
>>> SwapFree:      1997364 kB
>>> Dirty:             400 kB
>>> Writeback:           0 kB
>>> AnonPages:      644712 kB
>>> Mapped:          75512 kB
>>> Slab:            78748 kB
>>> PageTables:      16492 kB
>>> NFS_Unstable:        0 kB
>>> Bounce:              0 kB
>>> CommitLimit:   3094168 kB
>>> Committed_AS:  1383072 kB
>>> VmallocTotal: 34359738367 kB
>>> VmallocUsed:    263920 kB
>>> VmallocChunk: 34359473927 kB
>>> HugePages_Total:     0
>>> HugePages_Free:      0
>>> HugePages_Rsvd:      0
>>> Hugepagesize:     2048 kB
>>> #
>>>
>>> RT Training in Washington DC, USA on Oct 25&  26 2010
>>> Last one this year -- Learn how to get the most out of RT!
>>>
>>
>


From PBarton at iesi.com  Wed Sep 22 15:52:44 2010
From: PBarton at iesi.com (Peter Barton)
Date: Wed, 22 Sep 2010 14:52:44 -0500
Subject: [rt-users] ExternalAuth and bounced Emails
References: <AANLkTimNxfk23bp3XJFCVb2ROuz89nCTSrWJnPwdBqxD@mail.gmail.com>
	<662476.53151.qm@web30306.mail.mud.yahoo.com> 
Message-ID: <F81756C3921F504D9469B59C2E884FB712A9C09A@exch-iesi.iesicorp.tf.prv>

I have had great luck implementing ExternalAuth and having all my users
authenticating from AD, but here is where I have a problem.  I have a
Companywide intranet web site that is used to fill out new user forms
and submit them via email to our RT system.  The From: field on these
emails are filled out with a generic "intranetadmin" email address.
Since RT now uses ExternalAuth for usernames this account is not in my
AD directory and the email is bounced back.  

 

I have the queue setup for everyone : create ticket yet the email is
bounced every time.

 

Is there a specific setting in RT_SiteConfig that I need to set to allow
this?

 

Thanks in advance.

 

----------

Peter Barton

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From jblaine at kickflop.net  Wed Sep 22 16:08:08 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 22 Sep 2010 16:08:08 -0400
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
In-Reply-To: <20100922192538.GV17152@aart.is.rice.edu>
References: <4C9A2B0B.60106@kickflop.net>
	<20100922162452.GU17152@aart.is.rice.edu>
	<4C9A3596.7090903@kickflop.net>
	<20100922192538.GV17152@aart.is.rice.edu>
Message-ID: <4C9A6228.1030003@kickflop.net>

Ken,

Thanks for the replies.

I don't see any planner settings in postgresql.conf (so
no I've not changed that).

I've turned on autovacuum as well as log_planner_stats (on
a whim that it might provide useful info based on your lead).

Hmm... given how long 'VACUUM FULL;' is taking now,
maybe I was connected to the default database when I
ran it before starting this thread instead of 'rt3'

*fingers crossed*

On 9/22/2010 3:25 PM, Kenneth Marshall wrote:
> Hi Jeff,
>
> Just a quick glance at your plan seems to indicate that there is
> a fairly wide discrepency between how many results a query returns
> and what the planner thinks the query should return. Have you already
> bumped the planner statistics target to 100 or 200 and then re-analyzed
> the database. I do not think that 8.1 had autovacuum enabled by default
> so you should enable it to keep the statistics updated and run a full
> database-wide re-analyze to update the stats. Then try your query again.
>
> Regards,
> Ken
>
> On Wed, Sep 22, 2010 at 12:57:58PM -0400, Jeff Blaine wrote:
>> We have this in place:
>>
>>      CREATE INDEX ObjectCustomFieldValues3 ON ObjectCustomFieldValues
>> (ObjectId,ObjectType);
>>
>> And I don't see any other suggested indexes in the wiki.
>> Maybe I am missing a certain page?  Should I add these:
>>
>>      http://wiki.bestpractical.com/view/DatabaseIndexes
>>
>> Here's the EXPLAIN for one of the slow statements:
>>
>> rt3=# EXPLAIN ANALYZE SELECT DISTINCT main.id AS id, main.Content AS
>> content, main.ContentType AS contenttype, main.TransactionId AS
>> transactionid, main.ContentEncoding AS contentencoding FROM Attachments
>> main JOIN Transactions Transactions_1  ON ( Transactions_1.id =
>> main.TransactionId ) JOIN Tickets Tickets_2  ON ( Tickets_2.id =
>> Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = '35339') AND
>> (Transactions_1.ObjectType = 'RT::Ticket') AND (main.ContentType =
>> 'text/plain' OR main.ContentType LIKE 'message/%' OR main.ContentType =
>> 'text') ORDER BY main.id ASC;
>>
>>       QUERY PLAN
>> ------------------------------------------------------------------------------------------------------------------------------------------------------------------
>>   Unique  (cost=1033.85..1033.86 rows=1 width=396) (actual
>> time=3720.579..3720.579 rows=1 loops=1)
>>     ->   Sort  (cost=1033.85..1033.85 rows=1 width=396) (actual
>> time=3720.373..3720.373 rows=1 loops=1)
>>           Sort Key: main.id, main.content, main.contenttype,
>> main.transactionid, main.contentencoding
>>           ->   Nested Loop  (cost=17.77..1033.84 rows=1 width=396) (actual
>> time=3569.107..3719.649 rows=1 loops=1)
>>                 ->   Nested Loop  (cost=14.13..383.55 rows=1 width=4) (actual
>> time=3562.353..3717.041 rows=28 loops=1)
>>                       ->   Bitmap Heap Scan on transactions transactions_1
>> (cost=14.13..154.48 rows=38 width=8) (actual time=159.630..1185.953
>> rows=75440 loops=1)
>>                             Recheck Cond: ((objecttype)::text =
>> 'RT::Ticket'::text)
>>                             ->   Bitmap Index Scan on transactions1
>> (cost=0.00..14.13 rows=38 width=0) (actual time=156.409..156.409
>> rows=133079 loops=1)
>>                                   Index Cond: ((objecttype)::text =
>> 'RT::Ticket'::text)
>>                       ->   Index Scan using tickets4 on tickets tickets_2
>> (cost=0.00..6.02 rows=1 width=4) (actual time=0.026..0.026 rows=0
>> loops=75440)
>>                             Index Cond: (tickets_2.id = "outer".objectid)
>>                             Filter: (effectiveid = 35339)
>>                 ->   Bitmap Heap Scan on attachments main (cost=3.63..648.02
>> rows=181 width=396) (actual time=0.078..0.082 rows=0 loops=28)
>>                       Recheck Cond: ("outer".id = main.transactionid)
>>                       Filter: (((contenttype)::text = 'text/plain'::text) OR
>> ((contenttype)::text ~~ 'message/%'::text) OR ((contenttype)::text =
>> 'text'::text))
>>                       ->   Bitmap Index Scan on attachments2 (cost=0.00..3.63
>> rows=181 width=0) (actual time=0.011..0.011 rows=1 loops=28)
>>                             Index Cond: ("outer".id = main.transactionid)
>>   Total runtime: 3722.252 ms
>> (18 rows)
>>
>> rt3=#
>>
>>
>> On 9/22/2010 12:24 PM, Kenneth Marshall wrote:
>>> Hi Jeff,
>>>
>>> Wow, is that version of PostgreSQL old. Certainly there have
>>> been many, many performance improvements since v8.1.x. While
>>> upgrading would help, you really need to run an EXPLAIN ANALYZE
>>> for your slow queries to see if there is a problem area. Also,
>>> you should check to wiki to see if you have all of the recommended
>>> PostgreSQL indexes.
>>>
>>> Some things to check.
>>> Ken
>>>
>>> On Wed, Sep 22, 2010 at 12:12:59PM -0400, Jeff Blaine wrote:
>>>> Please bear with my ignorance on this topic.  I realize
>>>> this isn't a PostgreSQL tuning forum, but since it's RT-related
>>>> I thought I'd ask here.
>>>>
>>>> RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
>>>> as a VM.
>>>>
>>>> We're experiencing significant delays today with various
>>>> PostgreSQL statements taking longer than 1000ms to complete.
>>>>
>>>> We have 10,000 tickets, 1300 of which are 'open'
>>>>
>>>> Can anyone throw out any ideas, things to check, etc?
>>>> Is this just
>>>>
>>>> Viewing a single ticket results in the following, showing
>>>> only those longer than 1000ms:
>>>>
>>>> LOG:  duration: 1496.023 ms
>>>> LOG:  duration: 1496.023 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>> SELECT
>>>> DISTINCT main.Id AS id, main.Filename AS filename, main.Headers AS
>>>> headers,
>>>> main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS
>>>> contentencoding, main.ContentType AS contenttype, main.TransactionId AS
>>>> transactionid, main.Created AS created FROM Attachments main JOIN
>>>> Transactions Transactions_1  ON ( Transactions_1.id = main.TransactionId
>>>> )
>>>> JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId )
>>>> WHERE (Tickets_2.EffectiveId = '35803') AND (Transactions_1.ObjectType =
>>>> 'RT::Ticket')  ORDER BY main.id ASC ]
>>>> LOG:  duration: 2207.968 ms
>>>> LOG:  duration: 2207.968 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>> SELECT
>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>>> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId =
>>>> Principals_1.id
>>>> ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
>>>> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>>>> Groups_3.Type) AND (Principals_1.id != '1') AND
>>>> (Principals_1.PrincipalType
>>>> = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName =
>>>> 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role' AND
>>>> Groups_3.Instance
>>>> = '1') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) OR
>>>> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>> LOG:  duration: 3363.967 ms
>>>> LOG:  duration: 3363.967 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>> SELECT
>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>>> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId =
>>>> Principals_1.id
>>>> )  WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>>>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>>>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 'User')
>>>> AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser') AND
>>>> ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 1) OR
>>>> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>> LOG:  duration: 1482.014 ms
>>>> LOG:  duration: 1482.014 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>> SELECT
>>>> DISTINCT main.id AS id, main.Content AS content, main.ContentType AS
>>>> contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS
>>>> contentencoding FROM Attachments main JOIN Transactions Transactions_1
>>>> ON
>>>> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON (
>>>> Tickets_2.id = Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId =
>>>> '35803') AND (Transactions_1.ObjectType = 'RT::Ticket') AND
>>>> (main.ContentType = 'text/plain' OR main.ContentType LIKE 'message/%' OR
>>>> main.ContentType = 'text')  ORDER BY main.id ASC ]
>>>> LOG:  duration: 1329.789 ms
>>>> LOG:  duration: 1329.789 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>> SELECT
>>>> DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON (
>>>> Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 'RT::Ticket')
>>>> AND
>>>> (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, main.id ASC
>>>> ]
>>>>
>>>>
>>>> # /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
>>>> kernel.shmmax = 4294967296
>>>> kernel.shmall = 2097152
>>>> kernel.shmmni = 4096
>>>> kernel.sem = 250        32000   100     128
>>>> # cat /proc/cpuinfo
>>>> processor       : 0
>>>> vendor_id       : GenuineIntel
>>>> cpu family      : 6
>>>> model           : 15
>>>> model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
>>>> stepping        : 1
>>>> cpu MHz         : 2992.499
>>>> cache size      : 4096 KB
>>>> fpu             : yes
>>>> fpu_exception   : yes
>>>> cpuid level     : 10
>>>> wp              : yes
>>>> flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge
>>>> mca
>>>> cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm
>>>> constant_tsc up pni ssse3 cx16 lahf_lm
>>>> bogomips        : 5984.99
>>>> clflush size    : 64
>>>> cache_alignment : 64
>>>> address sizes   : 40 bits physical, 48 bits virtual
>>>> power management:
>>>>
>>>> # cat /proc/meminfo
>>>> MemTotal:      2059588 kB
>>>> MemFree:        664456 kB
>>>> Buffers:         21620 kB
>>>> Cached:         612024 kB
>>>> SwapCached:      25724 kB
>>>> Active:        1164032 kB
>>>> Inactive:       116264 kB
>>>> HighTotal:           0 kB
>>>> HighFree:            0 kB
>>>> LowTotal:      2059588 kB
>>>> LowFree:        664456 kB
>>>> SwapTotal:     2064376 kB
>>>> SwapFree:      1997364 kB
>>>> Dirty:             400 kB
>>>> Writeback:           0 kB
>>>> AnonPages:      644712 kB
>>>> Mapped:          75512 kB
>>>> Slab:            78748 kB
>>>> PageTables:      16492 kB
>>>> NFS_Unstable:        0 kB
>>>> Bounce:              0 kB
>>>> CommitLimit:   3094168 kB
>>>> Committed_AS:  1383072 kB
>>>> VmallocTotal: 34359738367 kB
>>>> VmallocUsed:    263920 kB
>>>> VmallocChunk: 34359473927 kB
>>>> HugePages_Total:     0
>>>> HugePages_Free:      0
>>>> HugePages_Rsvd:      0
>>>> Hugepagesize:     2048 kB
>>>> #
>>>>
>>>> RT Training in Washington DC, USA on Oct 25&   26 2010
>>>> Last one this year -- Learn how to get the most out of RT!
>>>>
>>>
>>
>


From ktm at rice.edu  Wed Sep 22 16:16:38 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 22 Sep 2010 15:16:38 -0500
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
In-Reply-To: <4C9A6228.1030003@kickflop.net>
References: <4C9A2B0B.60106@kickflop.net>
	<20100922162452.GU17152@aart.is.rice.edu>
	<4C9A3596.7090903@kickflop.net>
	<20100922192538.GV17152@aart.is.rice.edu>
	<4C9A6228.1030003@kickflop.net>
Message-ID: <20100922201638.GW17152@aart.is.rice.edu>

It should be called "default_statistics_target" according to
the PostgreSQL 8.1 documentation. I would set it to 100 like
the current 8.4 default and re-analyze the database:

vacuumdb -a -z

You could add a '-v' for more information while it is running.
You may not have heeded the VACUUM documentation, but you should
almost never use "VACUUM FULL" but just a simple "VACUUM". The
FULL variant can cause serious index bloating which can only
be fixed by running REINDEX. Good luck.

Cheers,
Ken

On Wed, Sep 22, 2010 at 04:08:08PM -0400, Jeff Blaine wrote:
> Ken,
>
> Thanks for the replies.
>
> I don't see any planner settings in postgresql.conf (so
> no I've not changed that).
>
> I've turned on autovacuum as well as log_planner_stats (on
> a whim that it might provide useful info based on your lead).
>
> Hmm... given how long 'VACUUM FULL;' is taking now,
> maybe I was connected to the default database when I
> ran it before starting this thread instead of 'rt3'
>
> *fingers crossed*
>
> On 9/22/2010 3:25 PM, Kenneth Marshall wrote:
>> Hi Jeff,
>>
>> Just a quick glance at your plan seems to indicate that there is
>> a fairly wide discrepency between how many results a query returns
>> and what the planner thinks the query should return. Have you already
>> bumped the planner statistics target to 100 or 200 and then re-analyzed
>> the database. I do not think that 8.1 had autovacuum enabled by default
>> so you should enable it to keep the statistics updated and run a full
>> database-wide re-analyze to update the stats. Then try your query again.
>>
>> Regards,
>> Ken
>>
>> On Wed, Sep 22, 2010 at 12:57:58PM -0400, Jeff Blaine wrote:
>>> We have this in place:
>>>
>>>      CREATE INDEX ObjectCustomFieldValues3 ON ObjectCustomFieldValues
>>> (ObjectId,ObjectType);
>>>
>>> And I don't see any other suggested indexes in the wiki.
>>> Maybe I am missing a certain page?  Should I add these:
>>>
>>>      http://wiki.bestpractical.com/view/DatabaseIndexes
>>>
>>> Here's the EXPLAIN for one of the slow statements:
>>>
>>> rt3=# EXPLAIN ANALYZE SELECT DISTINCT main.id AS id, main.Content AS
>>> content, main.ContentType AS contenttype, main.TransactionId AS
>>> transactionid, main.ContentEncoding AS contentencoding FROM Attachments
>>> main JOIN Transactions Transactions_1  ON ( Transactions_1.id =
>>> main.TransactionId ) JOIN Tickets Tickets_2  ON ( Tickets_2.id =
>>> Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = '35339') AND
>>> (Transactions_1.ObjectType = 'RT::Ticket') AND (main.ContentType =
>>> 'text/plain' OR main.ContentType LIKE 'message/%' OR main.ContentType =
>>> 'text') ORDER BY main.id ASC;
>>>
>>>       QUERY PLAN
>>> ------------------------------------------------------------------------------------------------------------------------------------------------------------------
>>>   Unique  (cost=1033.85..1033.86 rows=1 width=396) (actual
>>> time=3720.579..3720.579 rows=1 loops=1)
>>>     ->   Sort  (cost=1033.85..1033.85 rows=1 width=396) (actual
>>> time=3720.373..3720.373 rows=1 loops=1)
>>>           Sort Key: main.id, main.content, main.contenttype,
>>> main.transactionid, main.contentencoding
>>>           ->   Nested Loop  (cost=17.77..1033.84 rows=1 width=396) 
>>> (actual
>>> time=3569.107..3719.649 rows=1 loops=1)
>>>                 ->   Nested Loop  (cost=14.13..383.55 rows=1 width=4) 
>>> (actual
>>> time=3562.353..3717.041 rows=28 loops=1)
>>>                       ->   Bitmap Heap Scan on transactions 
>>> transactions_1
>>> (cost=14.13..154.48 rows=38 width=8) (actual time=159.630..1185.953
>>> rows=75440 loops=1)
>>>                             Recheck Cond: ((objecttype)::text =
>>> 'RT::Ticket'::text)
>>>                             ->   Bitmap Index Scan on transactions1
>>> (cost=0.00..14.13 rows=38 width=0) (actual time=156.409..156.409
>>> rows=133079 loops=1)
>>>                                   Index Cond: ((objecttype)::text =
>>> 'RT::Ticket'::text)
>>>                       ->   Index Scan using tickets4 on tickets tickets_2
>>> (cost=0.00..6.02 rows=1 width=4) (actual time=0.026..0.026 rows=0
>>> loops=75440)
>>>                             Index Cond: (tickets_2.id = "outer".objectid)
>>>                             Filter: (effectiveid = 35339)
>>>                 ->   Bitmap Heap Scan on attachments main 
>>> (cost=3.63..648.02
>>> rows=181 width=396) (actual time=0.078..0.082 rows=0 loops=28)
>>>                       Recheck Cond: ("outer".id = main.transactionid)
>>>                       Filter: (((contenttype)::text = 'text/plain'::text) 
>>> OR
>>> ((contenttype)::text ~~ 'message/%'::text) OR ((contenttype)::text =
>>> 'text'::text))
>>>                       ->   Bitmap Index Scan on attachments2 
>>> (cost=0.00..3.63
>>> rows=181 width=0) (actual time=0.011..0.011 rows=1 loops=28)
>>>                             Index Cond: ("outer".id = main.transactionid)
>>>   Total runtime: 3722.252 ms
>>> (18 rows)
>>>
>>> rt3=#
>>>
>>>
>>> On 9/22/2010 12:24 PM, Kenneth Marshall wrote:
>>>> Hi Jeff,
>>>>
>>>> Wow, is that version of PostgreSQL old. Certainly there have
>>>> been many, many performance improvements since v8.1.x. While
>>>> upgrading would help, you really need to run an EXPLAIN ANALYZE
>>>> for your slow queries to see if there is a problem area. Also,
>>>> you should check to wiki to see if you have all of the recommended
>>>> PostgreSQL indexes.
>>>>
>>>> Some things to check.
>>>> Ken
>>>>
>>>> On Wed, Sep 22, 2010 at 12:12:59PM -0400, Jeff Blaine wrote:
>>>>> Please bear with my ignorance on this topic.  I realize
>>>>> this isn't a PostgreSQL tuning forum, but since it's RT-related
>>>>> I thought I'd ask here.
>>>>>
>>>>> RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
>>>>> as a VM.
>>>>>
>>>>> We're experiencing significant delays today with various
>>>>> PostgreSQL statements taking longer than 1000ms to complete.
>>>>>
>>>>> We have 10,000 tickets, 1300 of which are 'open'
>>>>>
>>>>> Can anyone throw out any ideas, things to check, etc?
>>>>> Is this just
>>>>>
>>>>> Viewing a single ticket results in the following, showing
>>>>> only those longer than 1000ms:
>>>>>
>>>>> LOG:  duration: 1496.023 ms
>>>>> LOG:  duration: 1496.023 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>>> SELECT
>>>>> DISTINCT main.Id AS id, main.Filename AS filename, main.Headers AS
>>>>> headers,
>>>>> main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS
>>>>> contentencoding, main.ContentType AS contenttype, main.TransactionId AS
>>>>> transactionid, main.Created AS created FROM Attachments main JOIN
>>>>> Transactions Transactions_1  ON ( Transactions_1.id = 
>>>>> main.TransactionId
>>>>> )
>>>>> JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId )
>>>>> WHERE (Tickets_2.EffectiveId = '35803') AND (Transactions_1.ObjectType 
>>>>> =
>>>>> 'RT::Ticket')  ORDER BY main.id ASC ]
>>>>> LOG:  duration: 2207.968 ms
>>>>> LOG:  duration: 2207.968 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>>> SELECT
>>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
>>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>>>> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId =
>>>>> Principals_1.id
>>>>> ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId 
>>>>> )
>>>>> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>>>>> Groups_3.Type) AND (Principals_1.id != '1') AND
>>>>> (Principals_1.PrincipalType
>>>>> = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName =
>>>>> 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role' AND
>>>>> Groups_3.Instance
>>>>> = '1') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) OR
>>>>> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>>> LOG:  duration: 3363.967 ms
>>>>> LOG:  duration: 3363.967 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>>> SELECT
>>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
>>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>>>> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId =
>>>>> Principals_1.id
>>>>> )  WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>>>>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>>>>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType = 
>>>>> 'User')
>>>>> AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser') 
>>>>> AND
>>>>> ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 1) OR
>>>>> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>>> LOG:  duration: 1482.014 ms
>>>>> LOG:  duration: 1482.014 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>>> SELECT
>>>>> DISTINCT main.id AS id, main.Content AS content, main.ContentType AS
>>>>> contenttype, main.TransactionId AS transactionid, main.ContentEncoding 
>>>>> AS
>>>>> contentencoding FROM Attachments main JOIN Transactions Transactions_1
>>>>> ON
>>>>> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON (
>>>>> Tickets_2.id = Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId 
>>>>> =
>>>>> '35803') AND (Transactions_1.ObjectType = 'RT::Ticket') AND
>>>>> (main.ContentType = 'text/plain' OR main.ContentType LIKE 'message/%' 
>>>>> OR
>>>>> main.ContentType = 'text')  ORDER BY main.id ASC ]
>>>>> LOG:  duration: 1329.789 ms
>>>>> LOG:  duration: 1329.789 ms  statement: EXECUTE<unnamed>    [PREPARE:
>>>>> SELECT
>>>>> DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON (
>>>>> Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 'RT::Ticket')
>>>>> AND
>>>>> (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, main.id 
>>>>> ASC
>>>>> ]
>>>>>
>>>>>
>>>>> # /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
>>>>> kernel.shmmax = 4294967296
>>>>> kernel.shmall = 2097152
>>>>> kernel.shmmni = 4096
>>>>> kernel.sem = 250        32000   100     128
>>>>> # cat /proc/cpuinfo
>>>>> processor       : 0
>>>>> vendor_id       : GenuineIntel
>>>>> cpu family      : 6
>>>>> model           : 15
>>>>> model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
>>>>> stepping        : 1
>>>>> cpu MHz         : 2992.499
>>>>> cache size      : 4096 KB
>>>>> fpu             : yes
>>>>> fpu_exception   : yes
>>>>> cpuid level     : 10
>>>>> wp              : yes
>>>>> flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge
>>>>> mca
>>>>> cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm
>>>>> constant_tsc up pni ssse3 cx16 lahf_lm
>>>>> bogomips        : 5984.99
>>>>> clflush size    : 64
>>>>> cache_alignment : 64
>>>>> address sizes   : 40 bits physical, 48 bits virtual
>>>>> power management:
>>>>>
>>>>> # cat /proc/meminfo
>>>>> MemTotal:      2059588 kB
>>>>> MemFree:        664456 kB
>>>>> Buffers:         21620 kB
>>>>> Cached:         612024 kB
>>>>> SwapCached:      25724 kB
>>>>> Active:        1164032 kB
>>>>> Inactive:       116264 kB
>>>>> HighTotal:           0 kB
>>>>> HighFree:            0 kB
>>>>> LowTotal:      2059588 kB
>>>>> LowFree:        664456 kB
>>>>> SwapTotal:     2064376 kB
>>>>> SwapFree:      1997364 kB
>>>>> Dirty:             400 kB
>>>>> Writeback:           0 kB
>>>>> AnonPages:      644712 kB
>>>>> Mapped:          75512 kB
>>>>> Slab:            78748 kB
>>>>> PageTables:      16492 kB
>>>>> NFS_Unstable:        0 kB
>>>>> Bounce:              0 kB
>>>>> CommitLimit:   3094168 kB
>>>>> Committed_AS:  1383072 kB
>>>>> VmallocTotal: 34359738367 kB
>>>>> VmallocUsed:    263920 kB
>>>>> VmallocChunk: 34359473927 kB
>>>>> HugePages_Total:     0
>>>>> HugePages_Free:      0
>>>>> HugePages_Rsvd:      0
>>>>> Hugepagesize:     2048 kB
>>>>> #
>>>>>
>>>>> RT Training in Washington DC, USA on Oct 25&   26 2010
>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>
>>>>
>>>
>>
>


From jblaine at kickflop.net  Wed Sep 22 16:29:40 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 22 Sep 2010 16:29:40 -0400
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
In-Reply-To: <20100922201638.GW17152@aart.is.rice.edu>
References: <4C9A2B0B.60106@kickflop.net>
	<20100922162452.GU17152@aart.is.rice.edu>
	<4C9A3596.7090903@kickflop.net>
	<20100922192538.GV17152@aart.is.rice.edu>
	<4C9A6228.1030003@kickflop.net>
	<20100922201638.GW17152@aart.is.rice.edu>
Message-ID: <4C9A6734.1050309@kickflop.net>

On 9/22/2010 4:16 PM, Kenneth Marshall wrote:
> It should be called "default_statistics_target" according to
> the PostgreSQL 8.1 documentation. I would set it to 100 like
> the current 8.4 default and re-analyze the database:
>
> vacuumdb -a -z
>
> You could add a '-v' for more information while it is running.
> You may not have heeded the VACUUM documentation, but you should
> almost never use "VACUUM FULL" but just a simple "VACUUM". The
> FULL variant can cause serious index bloating which can only
> be fixed by running REINDEX. Good luck.

Hm, I don't see such a warning here:

     http://www.postgresql.org/docs/8.1/static/sql-vacuum.html

Maybe it's officially-undocumented knowledge of yours from
experience?

The Notes do say the following, but from what I can tell the
only hangup on FULL is that it takes longer and exclusively
locks.

     "The FULL option is not recommended for routine use, but
     may be useful in special cases. An example is when you
     have deleted most of the rows in a table and would like
     the table to physically shrink to occupy less disk space.
     VACUUM FULL will usually shrink the table more than a
     plain VACUUM would."

We *did* in fact RT-Shredder-ify 50% of the tickets 4
weeks ago (bogus tickets from the user's misconfigured code).

At any rate, VACUUM FULL ANALYZE solved the problem, which
should be addressed going forward by auto-vacuum.

Thanks again

> Cheers,
> Ken
>
> On Wed, Sep 22, 2010 at 04:08:08PM -0400, Jeff Blaine wrote:
>> Ken,
>>
>> Thanks for the replies.
>>
>> I don't see any planner settings in postgresql.conf (so
>> no I've not changed that).
>>
>> I've turned on autovacuum as well as log_planner_stats (on
>> a whim that it might provide useful info based on your lead).
>>
>> Hmm... given how long 'VACUUM FULL;' is taking now,
>> maybe I was connected to the default database when I
>> ran it before starting this thread instead of 'rt3'
>>
>> *fingers crossed*
>>
>> On 9/22/2010 3:25 PM, Kenneth Marshall wrote:
>>> Hi Jeff,
>>>
>>> Just a quick glance at your plan seems to indicate that there is
>>> a fairly wide discrepency between how many results a query returns
>>> and what the planner thinks the query should return. Have you already
>>> bumped the planner statistics target to 100 or 200 and then re-analyzed
>>> the database. I do not think that 8.1 had autovacuum enabled by default
>>> so you should enable it to keep the statistics updated and run a full
>>> database-wide re-analyze to update the stats. Then try your query again.
>>>
>>> Regards,
>>> Ken
>>>
>>> On Wed, Sep 22, 2010 at 12:57:58PM -0400, Jeff Blaine wrote:
>>>> We have this in place:
>>>>
>>>>       CREATE INDEX ObjectCustomFieldValues3 ON ObjectCustomFieldValues
>>>> (ObjectId,ObjectType);
>>>>
>>>> And I don't see any other suggested indexes in the wiki.
>>>> Maybe I am missing a certain page?  Should I add these:
>>>>
>>>>       http://wiki.bestpractical.com/view/DatabaseIndexes
>>>>
>>>> Here's the EXPLAIN for one of the slow statements:
>>>>
>>>> rt3=# EXPLAIN ANALYZE SELECT DISTINCT main.id AS id, main.Content AS
>>>> content, main.ContentType AS contenttype, main.TransactionId AS
>>>> transactionid, main.ContentEncoding AS contentencoding FROM Attachments
>>>> main JOIN Transactions Transactions_1  ON ( Transactions_1.id =
>>>> main.TransactionId ) JOIN Tickets Tickets_2  ON ( Tickets_2.id =
>>>> Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = '35339') AND
>>>> (Transactions_1.ObjectType = 'RT::Ticket') AND (main.ContentType =
>>>> 'text/plain' OR main.ContentType LIKE 'message/%' OR main.ContentType =
>>>> 'text') ORDER BY main.id ASC;
>>>>
>>>>        QUERY PLAN
>>>> ------------------------------------------------------------------------------------------------------------------------------------------------------------------
>>>>    Unique  (cost=1033.85..1033.86 rows=1 width=396) (actual
>>>> time=3720.579..3720.579 rows=1 loops=1)
>>>>      ->    Sort  (cost=1033.85..1033.85 rows=1 width=396) (actual
>>>> time=3720.373..3720.373 rows=1 loops=1)
>>>>            Sort Key: main.id, main.content, main.contenttype,
>>>> main.transactionid, main.contentencoding
>>>>            ->    Nested Loop  (cost=17.77..1033.84 rows=1 width=396)
>>>> (actual
>>>> time=3569.107..3719.649 rows=1 loops=1)
>>>>                  ->    Nested Loop  (cost=14.13..383.55 rows=1 width=4)
>>>> (actual
>>>> time=3562.353..3717.041 rows=28 loops=1)
>>>>                        ->    Bitmap Heap Scan on transactions
>>>> transactions_1
>>>> (cost=14.13..154.48 rows=38 width=8) (actual time=159.630..1185.953
>>>> rows=75440 loops=1)
>>>>                              Recheck Cond: ((objecttype)::text =
>>>> 'RT::Ticket'::text)
>>>>                              ->    Bitmap Index Scan on transactions1
>>>> (cost=0.00..14.13 rows=38 width=0) (actual time=156.409..156.409
>>>> rows=133079 loops=1)
>>>>                                    Index Cond: ((objecttype)::text =
>>>> 'RT::Ticket'::text)
>>>>                        ->    Index Scan using tickets4 on tickets tickets_2
>>>> (cost=0.00..6.02 rows=1 width=4) (actual time=0.026..0.026 rows=0
>>>> loops=75440)
>>>>                              Index Cond: (tickets_2.id = "outer".objectid)
>>>>                              Filter: (effectiveid = 35339)
>>>>                  ->    Bitmap Heap Scan on attachments main
>>>> (cost=3.63..648.02
>>>> rows=181 width=396) (actual time=0.078..0.082 rows=0 loops=28)
>>>>                        Recheck Cond: ("outer".id = main.transactionid)
>>>>                        Filter: (((contenttype)::text = 'text/plain'::text)
>>>> OR
>>>> ((contenttype)::text ~~ 'message/%'::text) OR ((contenttype)::text =
>>>> 'text'::text))
>>>>                        ->    Bitmap Index Scan on attachments2
>>>> (cost=0.00..3.63
>>>> rows=181 width=0) (actual time=0.011..0.011 rows=1 loops=28)
>>>>                              Index Cond: ("outer".id = main.transactionid)
>>>>    Total runtime: 3722.252 ms
>>>> (18 rows)
>>>>
>>>> rt3=#
>>>>
>>>>
>>>> On 9/22/2010 12:24 PM, Kenneth Marshall wrote:
>>>>> Hi Jeff,
>>>>>
>>>>> Wow, is that version of PostgreSQL old. Certainly there have
>>>>> been many, many performance improvements since v8.1.x. While
>>>>> upgrading would help, you really need to run an EXPLAIN ANALYZE
>>>>> for your slow queries to see if there is a problem area. Also,
>>>>> you should check to wiki to see if you have all of the recommended
>>>>> PostgreSQL indexes.
>>>>>
>>>>> Some things to check.
>>>>> Ken
>>>>>
>>>>> On Wed, Sep 22, 2010 at 12:12:59PM -0400, Jeff Blaine wrote:
>>>>>> Please bear with my ignorance on this topic.  I realize
>>>>>> this isn't a PostgreSQL tuning forum, but since it's RT-related
>>>>>> I thought I'd ask here.
>>>>>>
>>>>>> RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
>>>>>> as a VM.
>>>>>>
>>>>>> We're experiencing significant delays today with various
>>>>>> PostgreSQL statements taking longer than 1000ms to complete.
>>>>>>
>>>>>> We have 10,000 tickets, 1300 of which are 'open'
>>>>>>
>>>>>> Can anyone throw out any ideas, things to check, etc?
>>>>>> Is this just
>>>>>>
>>>>>> Viewing a single ticket results in the following, showing
>>>>>> only those longer than 1000ms:
>>>>>>
>>>>>> LOG:  duration: 1496.023 ms
>>>>>> LOG:  duration: 1496.023 ms  statement: EXECUTE<unnamed>     [PREPARE:
>>>>>> SELECT
>>>>>> DISTINCT main.Id AS id, main.Filename AS filename, main.Headers AS
>>>>>> headers,
>>>>>> main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS
>>>>>> contentencoding, main.ContentType AS contenttype, main.TransactionId AS
>>>>>> transactionid, main.Created AS created FROM Attachments main JOIN
>>>>>> Transactions Transactions_1  ON ( Transactions_1.id =
>>>>>> main.TransactionId
>>>>>> )
>>>>>> JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId )
>>>>>> WHERE (Tickets_2.EffectiveId = '35803') AND (Transactions_1.ObjectType
>>>>>> =
>>>>>> 'RT::Ticket')  ORDER BY main.id ASC ]
>>>>>> LOG:  duration: 2207.968 ms
>>>>>> LOG:  duration: 2207.968 ms  statement: EXECUTE<unnamed>     [PREPARE:
>>>>>> SELECT
>>>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
>>>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>>>>> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId =
>>>>>> Principals_1.id
>>>>>> ) JOIN Groups Groups_3 ON ( Groups_3.id = CachedGroupMembers_2.GroupId
>>>>>> )
>>>>>> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>>>>>> Groups_3.Type) AND (Principals_1.id != '1') AND
>>>>>> (Principals_1.PrincipalType
>>>>>> = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName =
>>>>>> 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role' AND
>>>>>> Groups_3.Instance
>>>>>> = '1') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) OR
>>>>>> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>>>> LOG:  duration: 3363.967 ms
>>>>>> LOG:  duration: 3363.967 ms  statement: EXECUTE<unnamed>     [PREPARE:
>>>>>> SELECT
>>>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
>>>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers
>>>>>> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId =
>>>>>> Principals_1.id
>>>>>> )  WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>>>>>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>>>>>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType =
>>>>>> 'User')
>>>>>> AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser')
>>>>>> AND
>>>>>> ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 1) OR
>>>>>> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>>>> LOG:  duration: 1482.014 ms
>>>>>> LOG:  duration: 1482.014 ms  statement: EXECUTE<unnamed>     [PREPARE:
>>>>>> SELECT
>>>>>> DISTINCT main.id AS id, main.Content AS content, main.ContentType AS
>>>>>> contenttype, main.TransactionId AS transactionid, main.ContentEncoding
>>>>>> AS
>>>>>> contentencoding FROM Attachments main JOIN Transactions Transactions_1
>>>>>> ON
>>>>>> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON (
>>>>>> Tickets_2.id = Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId
>>>>>> =
>>>>>> '35803') AND (Transactions_1.ObjectType = 'RT::Ticket') AND
>>>>>> (main.ContentType = 'text/plain' OR main.ContentType LIKE 'message/%'
>>>>>> OR
>>>>>> main.ContentType = 'text')  ORDER BY main.id ASC ]
>>>>>> LOG:  duration: 1329.789 ms
>>>>>> LOG:  duration: 1329.789 ms  statement: EXECUTE<unnamed>     [PREPARE:
>>>>>> SELECT
>>>>>> DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON (
>>>>>> Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 'RT::Ticket')
>>>>>> AND
>>>>>> (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, main.id
>>>>>> ASC
>>>>>> ]
>>>>>>
>>>>>>
>>>>>> # /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
>>>>>> kernel.shmmax = 4294967296
>>>>>> kernel.shmall = 2097152
>>>>>> kernel.shmmni = 4096
>>>>>> kernel.sem = 250        32000   100     128
>>>>>> # cat /proc/cpuinfo
>>>>>> processor       : 0
>>>>>> vendor_id       : GenuineIntel
>>>>>> cpu family      : 6
>>>>>> model           : 15
>>>>>> model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
>>>>>> stepping        : 1
>>>>>> cpu MHz         : 2992.499
>>>>>> cache size      : 4096 KB
>>>>>> fpu             : yes
>>>>>> fpu_exception   : yes
>>>>>> cpuid level     : 10
>>>>>> wp              : yes
>>>>>> flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr pge
>>>>>> mca
>>>>>> cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm
>>>>>> constant_tsc up pni ssse3 cx16 lahf_lm
>>>>>> bogomips        : 5984.99
>>>>>> clflush size    : 64
>>>>>> cache_alignment : 64
>>>>>> address sizes   : 40 bits physical, 48 bits virtual
>>>>>> power management:
>>>>>>
>>>>>> # cat /proc/meminfo
>>>>>> MemTotal:      2059588 kB
>>>>>> MemFree:        664456 kB
>>>>>> Buffers:         21620 kB
>>>>>> Cached:         612024 kB
>>>>>> SwapCached:      25724 kB
>>>>>> Active:        1164032 kB
>>>>>> Inactive:       116264 kB
>>>>>> HighTotal:           0 kB
>>>>>> HighFree:            0 kB
>>>>>> LowTotal:      2059588 kB
>>>>>> LowFree:        664456 kB
>>>>>> SwapTotal:     2064376 kB
>>>>>> SwapFree:      1997364 kB
>>>>>> Dirty:             400 kB
>>>>>> Writeback:           0 kB
>>>>>> AnonPages:      644712 kB
>>>>>> Mapped:          75512 kB
>>>>>> Slab:            78748 kB
>>>>>> PageTables:      16492 kB
>>>>>> NFS_Unstable:        0 kB
>>>>>> Bounce:              0 kB
>>>>>> CommitLimit:   3094168 kB
>>>>>> Committed_AS:  1383072 kB
>>>>>> VmallocTotal: 34359738367 kB
>>>>>> VmallocUsed:    263920 kB
>>>>>> VmallocChunk: 34359473927 kB
>>>>>> HugePages_Total:     0
>>>>>> HugePages_Free:      0
>>>>>> HugePages_Rsvd:      0
>>>>>> Hugepagesize:     2048 kB
>>>>>> #
>>>>>>
>>>>>> RT Training in Washington DC, USA on Oct 25&    26 2010
>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>>
>>>>>
>>>>
>>>
>>
>


From ktm at rice.edu  Wed Sep 22 16:34:20 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 22 Sep 2010 15:34:20 -0500
Subject: [rt-users] Slow PostgreSQL perf with 3.8.7
In-Reply-To: <4C9A6734.1050309@kickflop.net>
References: <4C9A2B0B.60106@kickflop.net>
	<20100922162452.GU17152@aart.is.rice.edu>
	<4C9A3596.7090903@kickflop.net>
	<20100922192538.GV17152@aart.is.rice.edu>
	<4C9A6228.1030003@kickflop.net>
	<20100922201638.GW17152@aart.is.rice.edu>
	<4C9A6734.1050309@kickflop.net>
Message-ID: <20100922203420.GY17152@aart.is.rice.edu>

Did you performance problem go away? You may want to run a
REINDEX on your tables to clear out any bloat which will
degrade lookup performance, though.

Ken

On Wed, Sep 22, 2010 at 04:29:40PM -0400, Jeff Blaine wrote:
> On 9/22/2010 4:16 PM, Kenneth Marshall wrote:
>> It should be called "default_statistics_target" according to
>> the PostgreSQL 8.1 documentation. I would set it to 100 like
>> the current 8.4 default and re-analyze the database:
>>
>> vacuumdb -a -z
>>
>> You could add a '-v' for more information while it is running.
>> You may not have heeded the VACUUM documentation, but you should
>> almost never use "VACUUM FULL" but just a simple "VACUUM". The
>> FULL variant can cause serious index bloating which can only
>> be fixed by running REINDEX. Good luck.
>
> Hm, I don't see such a warning here:
>
>     http://www.postgresql.org/docs/8.1/static/sql-vacuum.html
>
> Maybe it's officially-undocumented knowledge of yours from
> experience?
>
> The Notes do say the following, but from what I can tell the
> only hangup on FULL is that it takes longer and exclusively
> locks.
>
>     "The FULL option is not recommended for routine use, but
>     may be useful in special cases. An example is when you
>     have deleted most of the rows in a table and would like
>     the table to physically shrink to occupy less disk space.
>     VACUUM FULL will usually shrink the table more than a
>     plain VACUUM would."
>
> We *did* in fact RT-Shredder-ify 50% of the tickets 4
> weeks ago (bogus tickets from the user's misconfigured code).
>
> At any rate, VACUUM FULL ANALYZE solved the problem, which
> should be addressed going forward by auto-vacuum.
>
> Thanks again
>
>> Cheers,
>> Ken
>>
>> On Wed, Sep 22, 2010 at 04:08:08PM -0400, Jeff Blaine wrote:
>>> Ken,
>>>
>>> Thanks for the replies.
>>>
>>> I don't see any planner settings in postgresql.conf (so
>>> no I've not changed that).
>>>
>>> I've turned on autovacuum as well as log_planner_stats (on
>>> a whim that it might provide useful info based on your lead).
>>>
>>> Hmm... given how long 'VACUUM FULL;' is taking now,
>>> maybe I was connected to the default database when I
>>> ran it before starting this thread instead of 'rt3'
>>>
>>> *fingers crossed*
>>>
>>> On 9/22/2010 3:25 PM, Kenneth Marshall wrote:
>>>> Hi Jeff,
>>>>
>>>> Just a quick glance at your plan seems to indicate that there is
>>>> a fairly wide discrepency between how many results a query returns
>>>> and what the planner thinks the query should return. Have you already
>>>> bumped the planner statistics target to 100 or 200 and then re-analyzed
>>>> the database. I do not think that 8.1 had autovacuum enabled by default
>>>> so you should enable it to keep the statistics updated and run a full
>>>> database-wide re-analyze to update the stats. Then try your query again.
>>>>
>>>> Regards,
>>>> Ken
>>>>
>>>> On Wed, Sep 22, 2010 at 12:57:58PM -0400, Jeff Blaine wrote:
>>>>> We have this in place:
>>>>>
>>>>>       CREATE INDEX ObjectCustomFieldValues3 ON ObjectCustomFieldValues
>>>>> (ObjectId,ObjectType);
>>>>>
>>>>> And I don't see any other suggested indexes in the wiki.
>>>>> Maybe I am missing a certain page?  Should I add these:
>>>>>
>>>>>       http://wiki.bestpractical.com/view/DatabaseIndexes
>>>>>
>>>>> Here's the EXPLAIN for one of the slow statements:
>>>>>
>>>>> rt3=# EXPLAIN ANALYZE SELECT DISTINCT main.id AS id, main.Content AS
>>>>> content, main.ContentType AS contenttype, main.TransactionId AS
>>>>> transactionid, main.ContentEncoding AS contentencoding FROM Attachments
>>>>> main JOIN Transactions Transactions_1  ON ( Transactions_1.id =
>>>>> main.TransactionId ) JOIN Tickets Tickets_2  ON ( Tickets_2.id =
>>>>> Transactions_1.ObjectId )  WHERE (Tickets_2.EffectiveId = '35339') AND
>>>>> (Transactions_1.ObjectType = 'RT::Ticket') AND (main.ContentType =
>>>>> 'text/plain' OR main.ContentType LIKE 'message/%' OR main.ContentType =
>>>>> 'text') ORDER BY main.id ASC;
>>>>>
>>>>>        QUERY PLAN
>>>>> ------------------------------------------------------------------------------------------------------------------------------------------------------------------
>>>>>    Unique  (cost=1033.85..1033.86 rows=1 width=396) (actual
>>>>> time=3720.579..3720.579 rows=1 loops=1)
>>>>>      ->    Sort  (cost=1033.85..1033.85 rows=1 width=396) (actual
>>>>> time=3720.373..3720.373 rows=1 loops=1)
>>>>>            Sort Key: main.id, main.content, main.contenttype,
>>>>> main.transactionid, main.contentencoding
>>>>>            ->    Nested Loop  (cost=17.77..1033.84 rows=1 width=396)
>>>>> (actual
>>>>> time=3569.107..3719.649 rows=1 loops=1)
>>>>>                  ->    Nested Loop  (cost=14.13..383.55 rows=1 width=4)
>>>>> (actual
>>>>> time=3562.353..3717.041 rows=28 loops=1)
>>>>>                        ->    Bitmap Heap Scan on transactions
>>>>> transactions_1
>>>>> (cost=14.13..154.48 rows=38 width=8) (actual time=159.630..1185.953
>>>>> rows=75440 loops=1)
>>>>>                              Recheck Cond: ((objecttype)::text =
>>>>> 'RT::Ticket'::text)
>>>>>                              ->    Bitmap Index Scan on transactions1
>>>>> (cost=0.00..14.13 rows=38 width=0) (actual time=156.409..156.409
>>>>> rows=133079 loops=1)
>>>>>                                    Index Cond: ((objecttype)::text =
>>>>> 'RT::Ticket'::text)
>>>>>                        ->    Index Scan using tickets4 on tickets 
>>>>> tickets_2
>>>>> (cost=0.00..6.02 rows=1 width=4) (actual time=0.026..0.026 rows=0
>>>>> loops=75440)
>>>>>                              Index Cond: (tickets_2.id = 
>>>>> "outer".objectid)
>>>>>                              Filter: (effectiveid = 35339)
>>>>>                  ->    Bitmap Heap Scan on attachments main
>>>>> (cost=3.63..648.02
>>>>> rows=181 width=396) (actual time=0.078..0.082 rows=0 loops=28)
>>>>>                        Recheck Cond: ("outer".id = main.transactionid)
>>>>>                        Filter: (((contenttype)::text = 
>>>>> 'text/plain'::text)
>>>>> OR
>>>>> ((contenttype)::text ~~ 'message/%'::text) OR ((contenttype)::text =
>>>>> 'text'::text))
>>>>>                        ->    Bitmap Index Scan on attachments2
>>>>> (cost=0.00..3.63
>>>>> rows=181 width=0) (actual time=0.011..0.011 rows=1 loops=28)
>>>>>                              Index Cond: ("outer".id = 
>>>>> main.transactionid)
>>>>>    Total runtime: 3722.252 ms
>>>>> (18 rows)
>>>>>
>>>>> rt3=#
>>>>>
>>>>>
>>>>> On 9/22/2010 12:24 PM, Kenneth Marshall wrote:
>>>>>> Hi Jeff,
>>>>>>
>>>>>> Wow, is that version of PostgreSQL old. Certainly there have
>>>>>> been many, many performance improvements since v8.1.x. While
>>>>>> upgrading would help, you really need to run an EXPLAIN ANALYZE
>>>>>> for your slow queries to see if there is a problem area. Also,
>>>>>> you should check to wiki to see if you have all of the recommended
>>>>>> PostgreSQL indexes.
>>>>>>
>>>>>> Some things to check.
>>>>>> Ken
>>>>>>
>>>>>> On Wed, Sep 22, 2010 at 12:12:59PM -0400, Jeff Blaine wrote:
>>>>>>> Please bear with my ignorance on this topic.  I realize
>>>>>>> this isn't a PostgreSQL tuning forum, but since it's RT-related
>>>>>>> I thought I'd ask here.
>>>>>>>
>>>>>>> RT 3.8.7 (and RTFM) with PostgreSQL 8.1.18 via RHELv5 running
>>>>>>> as a VM.
>>>>>>>
>>>>>>> We're experiencing significant delays today with various
>>>>>>> PostgreSQL statements taking longer than 1000ms to complete.
>>>>>>>
>>>>>>> We have 10,000 tickets, 1300 of which are 'open'
>>>>>>>
>>>>>>> Can anyone throw out any ideas, things to check, etc?
>>>>>>> Is this just
>>>>>>>
>>>>>>> Viewing a single ticket results in the following, showing
>>>>>>> only those longer than 1000ms:
>>>>>>>
>>>>>>> LOG:  duration: 1496.023 ms
>>>>>>> LOG:  duration: 1496.023 ms  statement: EXECUTE<unnamed>     
>>>>>>> [PREPARE:
>>>>>>> SELECT
>>>>>>> DISTINCT main.Id AS id, main.Filename AS filename, main.Headers AS
>>>>>>> headers,
>>>>>>> main.Subject AS subject, main.Parent AS parent, main.ContentEncoding 
>>>>>>> AS
>>>>>>> contentencoding, main.ContentType AS contenttype, main.TransactionId 
>>>>>>> AS
>>>>>>> transactionid, main.Created AS created FROM Attachments main JOIN
>>>>>>> Transactions Transactions_1  ON ( Transactions_1.id =
>>>>>>> main.TransactionId
>>>>>>> )
>>>>>>> JOIN Tickets Tickets_2  ON ( Tickets_2.id = Transactions_1.ObjectId )
>>>>>>> WHERE (Tickets_2.EffectiveId = '35803') AND 
>>>>>>> (Transactions_1.ObjectType
>>>>>>> =
>>>>>>> 'RT::Ticket')  ORDER BY main.id ASC ]
>>>>>>> LOG:  duration: 2207.968 ms
>>>>>>> LOG:  duration: 2207.968 ms  statement: EXECUTE<unnamed>     
>>>>>>> [PREPARE:
>>>>>>> SELECT
>>>>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN Principals
>>>>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN 
>>>>>>> CachedGroupMembers
>>>>>>> CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId =
>>>>>>> Principals_1.id
>>>>>>> ) JOIN Groups Groups_3 ON ( Groups_3.id = 
>>>>>>> CachedGroupMembers_2.GroupId
>>>>>>> )
>>>>>>> WHERE (Principals_1.Disabled = '0') AND (ACL_4.PrincipalType =
>>>>>>> Groups_3.Type) AND (Principals_1.id != '1') AND
>>>>>>> (Principals_1.PrincipalType
>>>>>>> = 'User') AND (ACL_4.RightName = 'OwnTicket' OR ACL_4.RightName =
>>>>>>> 'SuperUser') AND (Groups_3.Domain = 'RT::Queue-Role' AND
>>>>>>> Groups_3.Instance
>>>>>>> = '1') AND ((ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 1) 
>>>>>>> OR
>>>>>>> (ACL_4.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>>>>> LOG:  duration: 3363.967 ms
>>>>>>> LOG:  duration: 3363.967 ms  statement: EXECUTE<unnamed>     
>>>>>>> [PREPARE:
>>>>>>> SELECT
>>>>>>> DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_2 JOIN Principals
>>>>>>> Principals_1  ON ( Principals_1.id = main.id ) JOIN 
>>>>>>> CachedGroupMembers
>>>>>>> CachedGroupMembers_3  ON ( CachedGroupMembers_3.MemberId =
>>>>>>> Principals_1.id
>>>>>>> )  WHERE (Principals_1.Disabled = '0') AND (ACL_2.PrincipalId =
>>>>>>> CachedGroupMembers_3.GroupId) AND (Principals_1.id != '1') AND
>>>>>>> (ACL_2.PrincipalType = 'Group') AND (Principals_1.PrincipalType =
>>>>>>> 'User')
>>>>>>> AND (ACL_2.RightName = 'OwnTicket' OR ACL_2.RightName = 'SuperUser')
>>>>>>> AND
>>>>>>> ((ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId   = 1) OR
>>>>>>> (ACL_2.ObjectType = 'RT::System'))  ORDER BY main.Name ASC ]
>>>>>>> LOG:  duration: 1482.014 ms
>>>>>>> LOG:  duration: 1482.014 ms  statement: EXECUTE<unnamed>     
>>>>>>> [PREPARE:
>>>>>>> SELECT
>>>>>>> DISTINCT main.id AS id, main.Content AS content, main.ContentType AS
>>>>>>> contenttype, main.TransactionId AS transactionid, 
>>>>>>> main.ContentEncoding
>>>>>>> AS
>>>>>>> contentencoding FROM Attachments main JOIN Transactions 
>>>>>>> Transactions_1
>>>>>>> ON
>>>>>>> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON 
>>>>>>> (
>>>>>>> Tickets_2.id = Transactions_1.ObjectId )  WHERE 
>>>>>>> (Tickets_2.EffectiveId
>>>>>>> =
>>>>>>> '35803') AND (Transactions_1.ObjectType = 'RT::Ticket') AND
>>>>>>> (main.ContentType = 'text/plain' OR main.ContentType LIKE 'message/%'
>>>>>>> OR
>>>>>>> main.ContentType = 'text')  ORDER BY main.id ASC ]
>>>>>>> LOG:  duration: 1329.789 ms
>>>>>>> LOG:  duration: 1329.789 ms  statement: EXECUTE<unnamed>     
>>>>>>> [PREPARE:
>>>>>>> SELECT
>>>>>>> DISTINCT main.* FROM Transactions main JOIN Tickets Tickets_1  ON (
>>>>>>> Tickets_1.id = main.ObjectId )  WHERE (main.ObjectType = 
>>>>>>> 'RT::Ticket')
>>>>>>> AND
>>>>>>> (Tickets_1.EffectiveId = '35803')  ORDER BY main.Created ASC, main.id
>>>>>>> ASC
>>>>>>> ]
>>>>>>>
>>>>>>>
>>>>>>> # /sbin/sysctl kernel.shmmax kernel.shmall kernel.shmmni kernel.sem
>>>>>>> kernel.shmmax = 4294967296
>>>>>>> kernel.shmall = 2097152
>>>>>>> kernel.shmmni = 4096
>>>>>>> kernel.sem = 250        32000   100     128
>>>>>>> # cat /proc/cpuinfo
>>>>>>> processor       : 0
>>>>>>> vendor_id       : GenuineIntel
>>>>>>> cpu family      : 6
>>>>>>> model           : 15
>>>>>>> model name      : Intel(R) Xeon(R) CPU           X5365  @ 3.00GHz
>>>>>>> stepping        : 1
>>>>>>> cpu MHz         : 2992.499
>>>>>>> cache size      : 4096 KB
>>>>>>> fpu             : yes
>>>>>>> fpu_exception   : yes
>>>>>>> cpuid level     : 10
>>>>>>> wp              : yes
>>>>>>> flags           : fpu vme de pse tsc msr pae mce cx8 apic sep mtrr 
>>>>>>> pge
>>>>>>> mca
>>>>>>> cmov pat pse36 clflush dts acpi mmx fxsr sse sse2 ss syscall nx lm
>>>>>>> constant_tsc up pni ssse3 cx16 lahf_lm
>>>>>>> bogomips        : 5984.99
>>>>>>> clflush size    : 64
>>>>>>> cache_alignment : 64
>>>>>>> address sizes   : 40 bits physical, 48 bits virtual
>>>>>>> power management:
>>>>>>>
>>>>>>> # cat /proc/meminfo
>>>>>>> MemTotal:      2059588 kB
>>>>>>> MemFree:        664456 kB
>>>>>>> Buffers:         21620 kB
>>>>>>> Cached:         612024 kB
>>>>>>> SwapCached:      25724 kB
>>>>>>> Active:        1164032 kB
>>>>>>> Inactive:       116264 kB
>>>>>>> HighTotal:           0 kB
>>>>>>> HighFree:            0 kB
>>>>>>> LowTotal:      2059588 kB
>>>>>>> LowFree:        664456 kB
>>>>>>> SwapTotal:     2064376 kB
>>>>>>> SwapFree:      1997364 kB
>>>>>>> Dirty:             400 kB
>>>>>>> Writeback:           0 kB
>>>>>>> AnonPages:      644712 kB
>>>>>>> Mapped:          75512 kB
>>>>>>> Slab:            78748 kB
>>>>>>> PageTables:      16492 kB
>>>>>>> NFS_Unstable:        0 kB
>>>>>>> Bounce:              0 kB
>>>>>>> CommitLimit:   3094168 kB
>>>>>>> Committed_AS:  1383072 kB
>>>>>>> VmallocTotal: 34359738367 kB
>>>>>>> VmallocUsed:    263920 kB
>>>>>>> VmallocChunk: 34359473927 kB
>>>>>>> HugePages_Total:     0
>>>>>>> HugePages_Free:      0
>>>>>>> HugePages_Rsvd:      0
>>>>>>> Hugepagesize:     2048 kB
>>>>>>> #
>>>>>>>
>>>>>>> RT Training in Washington DC, USA on Oct 25&    26 2010
>>>>>>> Last one this year -- Learn how to get the most out of RT!
>>>>>>>
>>>>>>
>>>>>
>>>>
>>>
>>
>


From maillist at konsoletek.com  Wed Sep 22 16:50:38 2010
From: maillist at konsoletek.com (Jon Davis)
Date: Wed, 22 Sep 2010 13:50:38 -0700
Subject: [rt-users] CommandByMail - Not send commands to the requester?
Message-ID: <AANLkTi=FvNO_Gfsde5Ak8KtJarqkrLvAXRB5PnX0+-5a@mail.gmail.com>

Right now, I've got CommandByMail setup and functioning with my RT.  The
only issue I have, is that if I send a command like "status: resolved", it
sends the requesting user a copy of that email AND the email saying "Your
ticket is closed" (the second email being expected, of course).

If there any way to prevent RT from sending along an email that is
CommandByMail commands only?  IE If I were to send commands that the ticket
is assigned to X helpdesk agent, I wouldn't want the end user to get that
also.

Thanks!
-Jon
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From kfcrocker at lbl.gov  Wed Sep 22 18:20:10 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 22 Sep 2010 15:20:10 -0700
Subject: [rt-users] ExternalAuth and bounced Emails
In-Reply-To: <F81756C3921F504D9469B59C2E884FB712A9C09A@exch-iesi.iesicorp.tf.prv>
References: <AANLkTimNxfk23bp3XJFCVb2ROuz89nCTSrWJnPwdBqxD@mail.gmail.com>
	<662476.53151.qm@web30306.mail.mud.yahoo.com>
	<F81756C3921F504D9469B59C2E884FB712A9C09A@exch-iesi.iesicorp.tf.prv>
Message-ID: <AANLkTimUM3GUT=F5Y4Kr3eJy4-=0Gr2hGB7dDTrqKmyd@mail.gmail.com>

Peter,

Have you tried simply adding that email address (some kind of name for ID)
as a Privileged user manually? That might work. We use LDAP, but we also
allow our production job scheduler to send emails to an RT Queue when a job
abends and we have no problems. We manually added a new user with That info
to RT as a Privileged user and put that Id into a Group and gave that Group
"CreateTicket" rights for those particular Queues.

Kenn
LBNL

On Wed, Sep 22, 2010 at 12:52 PM, Peter Barton <PBarton at iesi.com> wrote:

>  I have had great luck implementing ExternalAuth and having all my users
> authenticating from AD, but here is where I have a problem.  I have a
> Companywide intranet web site that is used to fill out new user forms and
> submit them via email to our RT system.  The From: field on these emails are
> filled out with a generic ?intranetadmin? email address.  Since RT now uses
> ExternalAuth for usernames this account is not in my AD directory and the
> email is bounced back.
>
>
>
> I have the queue setup for everyone : create ticket yet the email is
> bounced every time.
>
>
>
> Is there a specific setting in RT_SiteConfig that I need to set to allow
> this?
>
>
>
> Thanks in advance.
>
>
>
> ----------
>
> Peter Barton
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From falcone at bestpractical.com  Wed Sep 22 21:25:14 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 22 Sep 2010 21:25:14 -0400
Subject: [rt-users] replacing/eliminating "undisclosed recipients"
In-Reply-To: <662476.53151.qm@web30306.mail.mud.yahoo.com>
References: <AANLkTimNxfk23bp3XJFCVb2ROuz89nCTSrWJnPwdBqxD@mail.gmail.com>
	<662476.53151.qm@web30306.mail.mud.yahoo.com>
Message-ID: <20100923012514.GF30110@jibsheet.com>

On Wed, Sep 22, 2010 at 10:49:20AM -0700, Joseph Spenner wrote:
>    --- On Wed, 9/22/10, Kenneth Crocker <kfcrocker at lbl.gov> wrote:
> 
>      From: Kenneth Crocker <kfcrocker at lbl.gov>
>      Subject: Re: [rt-users] replacing/eliminating "undisclosed recipients"
>      To: rt-users at lists.bestpractical.com
>      Date: Wednesday, September 22, 2010, 10:28 AM
> 
>      Joseph,
> 
>      Have you read the info in RT_Config.pm? I believe it shows how to create your friendly "To:"
>      format.
> 
>    Kenneth:
>      I saw that, but the syntax wasn't very clear to me.  I see where I should set:
> 
>    Set($UseFriendlyToLine, 1);

You could use the Format defined about 5 lines later in the config file,
or see my earlier email in this thread about how to set a To: line
for certain kinds of notifications.

-kevin
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From falcone at bestpractical.com  Wed Sep 22 22:36:39 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 22 Sep 2010 22:36:39 -0400
Subject: [rt-users] CommandByMail - Not send commands to the requester?
In-Reply-To: <AANLkTi=FvNO_Gfsde5Ak8KtJarqkrLvAXRB5PnX0+-5a@mail.gmail.com>
References: <AANLkTi=FvNO_Gfsde5Ak8KtJarqkrLvAXRB5PnX0+-5a@mail.gmail.com>
Message-ID: <20100923023639.GG30110@jibsheet.com>

On Wed, Sep 22, 2010 at 01:50:38PM -0700, Jon Davis wrote:
>    Right now, I've got CommandByMail setup and functioning with my RT. The only issue I have, is
>    that if I send a command like "status: resolved", it sends the requesting user a copy of that
>    email AND the email saying "Your ticket is closed" (the second email being expected, of
>    course).
> 
>    If there any way to prevent RT from sending along an email that is CommandByMail commands
>    only? IE If I were to send commands that the ticket is assigned to X helpdesk agent, I
>    wouldn't want the end user to get that also.

Use the comment address for RT instead?

-kevin
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From rgabriel at fnb.co.za  Thu Sep 23 02:08:53 2010
From: rgabriel at fnb.co.za (Robert Gabriel)
Date: Thu, 23 Sep 2010 08:08:53 +0200
Subject: [rt-users] Could Not Set User Info RT-Authen-ExternalAuth
	(ExternalInfoPriority)
In-Reply-To: <20100921135439.GC30110@jibsheet.com>
References: <4C988BB1.6090905@fnb.co.za> <20100921135439.GC30110@jibsheet.com>
Message-ID: <4C9AEEF5.60501@fnb.co.za>

On 09/21/2010 03:54 PM, Kevin Falcone wrote:

> On Tue, Sep 21, 2010 at 12:40:49PM +0200, Robert Gabriel wrote:
>> I have seen many questions and posts based on this but I have yet to
>> find a working solution.
>>
>> "User could not be created: Could not set user info" when creating a new
>> internal user.
> 
> I suspect that most of the time this question comes up on the list,
> you'll see someone telling you to check $AutoCreateNonExternalUsers
> 
>> What is the supposed setting please for ExternalInfoPriority?
>> I have tried undef, 0, internal etc.
>> If I disable the plugin I can create an internal user.
> 
> The documentation says
> 
> # The order in which the services defined in ExternalSettings
> # should be used to get information about users.
> 
> So, you use the service name you defined in ExternalSettings.
> 
> -kevin
> 
>> Set($ExternalAuthPriority, ['LDAP']);
>> Set($ExternalInfoPriority, ['WhatTheHellIsSupposedToGoInHere']);
>> Set($ExternalServiceUsesSSLorTLS, 0);
>> Set($AutoCreateNonExternalUsers, 0);
>> Set($ExternalSettings, {
>>    'LDAP'            => {

Thank you very much it's working!

To read FirstRand Bank's Disclaimer for this email click on the following address or copy into your Internet browser: 
https://www.fnb.co.za/disclaimer.html 

If you are unable to access the Disclaimer, send a blank e-mail to
firstrandbankdisclaimer at fnb.co.za and we will send you a copy of the Disclaimer.


From PBarton at iesi.com  Thu Sep 23 10:30:05 2010
From: PBarton at iesi.com (Peter Barton)
Date: Thu, 23 Sep 2010 09:30:05 -0500
Subject: [rt-users] ExternalAuth and bounced Emails
In-Reply-To: <AANLkTimUM3GUT=F5Y4Kr3eJy4-=0Gr2hGB7dDTrqKmyd@mail.gmail.com>
References: <AANLkTimNxfk23bp3XJFCVb2ROuz89nCTSrWJnPwdBqxD@mail.gmail.com><662476.53151.qm@web30306.mail.mud.yahoo.com><F81756C3921F504D9469B59C2E884FB712A9C09A@exch-iesi.iesicorp.tf.prv>
	<AANLkTimUM3GUT=F5Y4Kr3eJy4-=0Gr2hGB7dDTrqKmyd@mail.gmail.com>
Message-ID: <F81756C3921F504D9469B59C2E884FB712A9C635@exch-iesi.iesicorp.tf.prv>

I ended up doing just that.  The account had been disabled and renamed
and I re-enabled it and returned its rights to RT.  I was just worried
that when I automate the nightly LDAP updates from my domain it may
cause problems with the account.

 

----------

Peter Barton

IESI Corporation

Network Manager

work.817-632-4000

mobile.817-683-9635

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Wednesday, September 22, 2010 5:20 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] ExternalAuth and bounced Emails

 

Peter,

Have you tried simply adding that email address (some kind of name for
ID) as a Privileged user manually? That might work. We use LDAP, but we
also allow our production job scheduler to send emails to an RT Queue
when a job abends and we have no problems. We manually added a new user
with That info to RT as a Privileged user and put that Id into a Group
and gave that Group "CreateTicket" rights for those particular Queues.

Kenn
LBNL

On Wed, Sep 22, 2010 at 12:52 PM, Peter Barton <PBarton at iesi.com> wrote:

I have had great luck implementing ExternalAuth and having all my users
authenticating from AD, but here is where I have a problem.  I have a
Companywide intranet web site that is used to fill out new user forms
and submit them via email to our RT system.  The From: field on these
emails are filled out with a generic "intranetadmin" email address.
Since RT now uses ExternalAuth for usernames this account is not in my
AD directory and the email is bounced back.  

 

I have the queue setup for everyone : create ticket yet the email is
bounced every time.

 

Is there a specific setting in RT_SiteConfig that I need to set to allow
this?

 

Thanks in advance.

 

----------

Peter Barton



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

 

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From Ingo.Itter at ages.de  Thu Sep 23 10:45:47 2010
From: Ingo.Itter at ages.de (Ingo.Itter at ages.de)
Date: Thu, 23 Sep 2010 16:45:47 +0200
Subject: [rt-users] Mailgate and Exam4
Message-ID: <OF58D49586.4EE9C8E6-ONC12577A7.0050D8E4-C12577A7.00511883@ages.de>

Hello,

can anyone explain the settings for configure Exam4 with Mailgate Support 
?
Unfortunatly Exam4 does'nt support Piping via Aliases

May i can receive an example config for Exim4 ?

Thanks ans greetings froim Germany

Ingo v. Itter

_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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From janet.bass at nist.gov  Thu Sep 23 11:15:22 2010
From: janet.bass at nist.gov (Bass, Janet E.)
Date: Thu, 23 Sep 2010 11:15:22 -0400
Subject: [rt-users] Getting a custom field value and setting the priority
In-Reply-To: <63955B982BF1854C96302E6A5908234413E3B61A82@MBCLUSTER.xchange.nist.gov>
Message-ID: <C8C0E74A.16D6A%jbass@nist.gov>

I have a custom field called priority
It has 3 possible values
1 Unable to work
2 Work is impaired
3 Info/Low priority

What I want to do with a scrip is read the value of the custom field
Priority = Unable to work
$Value = Unable to work
Loop through to set the correct value with an if statement
Then assign that numeric value to the system variable priority

I have tried but nothing set the field I see under The Basic ->priority to
the value I want
$self->TicketObj->$SetPriority = $Priority;
$self->TicketObj->$Priority = $Priority;
$self->TicketObj->$SetInitialPriority = $Priority;

 
Scrip code (under Custom action cleanup code) I have return 1; under Custom
action preparation code

my $CFName = 'Priority';
my $Value = $self->TicketObj->FirstCustomFieldValue( $CFName );
my $Priority = 3;
if ($Value =~ /Unable/i)
{
$Priority = 1;
}
elsif ($Value =~ /impaired/i)
{
$Priority = 2;
}
else
{
$Priority = 3;
}

$self->TicketObj->$SetPriority = $Priority;

return 1

Thanks for any help
Janet Bass



From falcone at bestpractical.com  Thu Sep 23 11:24:07 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Sep 2010 11:24:07 -0400
Subject: [rt-users] Getting a custom field value and setting the priority
In-Reply-To: <C8C0E74A.16D6A%jbass@nist.gov>
References: <63955B982BF1854C96302E6A5908234413E3B61A82@MBCLUSTER.xchange.nist.gov>
	<C8C0E74A.16D6A%jbass@nist.gov>
Message-ID: <20100923152407.GH30110@jibsheet.com>

On Thu, Sep 23, 2010 at 11:15:22AM -0400, Bass, Janet E. wrote:
> I have a custom field called priority
> It has 3 possible values
> 1 Unable to work
> 2 Work is impaired
> 3 Info/Low priority

Have you considered RT-Extension-PriorityAsString ?

-kevin

> What I want to do with a scrip is read the value of the custom field
> Priority = Unable to work
> $Value = Unable to work
> Loop through to set the correct value with an if statement
> Then assign that numeric value to the system variable priority
> 
> I have tried but nothing set the field I see under The Basic ->priority to
> the value I want
> $self->TicketObj->$SetPriority = $Priority;
> $self->TicketObj->$Priority = $Priority;
> $self->TicketObj->$SetInitialPriority = $Priority;
> 
>  
> Scrip code (under Custom action cleanup code) I have return 1; under Custom
> action preparation code
> 
> my $CFName = 'Priority';
> my $Value = $self->TicketObj->FirstCustomFieldValue( $CFName );
> my $Priority = 3;
> if ($Value =~ /Unable/i)
> {
> $Priority = 1;
> }
> elsif ($Value =~ /impaired/i)
> {
> $Priority = 2;
> }
> else
> {
> $Priority = 3;
> }
> 
> $self->TicketObj->$SetPriority = $Priority;
> 
> return 1
> 
> Thanks for any help
> Janet Bass
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From janet.bass at nist.gov  Thu Sep 23 11:28:54 2010
From: janet.bass at nist.gov (Bass, Janet E.)
Date: Thu, 23 Sep 2010 11:28:54 -0400
Subject: [rt-users] Getting a custom field value and setting the priority
In-Reply-To: <20100923152407.GH30110@jibsheet.com>
Message-ID: <C8C0EA76.16D7A%jbass@nist.gov>

Yes, It seemed like overkill and had a learning curve. I was hoping there
was an easy fix in my code.


On 9/23/10 11:24 AM, "Kevin Falcone" <falcone at bestpractical.com> wrote:

> On Thu, Sep 23, 2010 at 11:15:22AM -0400, Bass, Janet E. wrote:
>> I have a custom field called priority
>> It has 3 possible values
>> 1 Unable to work
>> 2 Work is impaired
>> 3 Info/Low priority
> 
> Have you considered RT-Extension-PriorityAsString ?
> 
> -kevin
> 
>> What I want to do with a scrip is read the value of the custom field
>> Priority = Unable to work
>> $Value = Unable to work
>> Loop through to set the correct value with an if statement
>> Then assign that numeric value to the system variable priority
>> 
>> I have tried but nothing set the field I see under The Basic ->priority to
>> the value I want
>> $self->TicketObj->$SetPriority = $Priority;
>> $self->TicketObj->$Priority = $Priority;
>> $self->TicketObj->$SetInitialPriority = $Priority;
>> 
>>  
>> Scrip code (under Custom action cleanup code) I have return 1; under Custom
>> action preparation code
>> 
>> my $CFName = 'Priority';
>> my $Value = $self->TicketObj->FirstCustomFieldValue( $CFName );
>> my $Priority = 3;
>> if ($Value =~ /Unable/i)
>> {
>> $Priority = 1;
>> }
>> elsif ($Value =~ /impaired/i)
>> {
>> $Priority = 2;
>> }
>> else
>> {
>> $Priority = 3;
>> }
>> 
>> $self->TicketObj->$SetPriority = $Priority;
>> 
>> return 1
>> 
>> Thanks for any help
>> Janet Bass
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!

-- 
Janet Bass
Unix System Administration
Manufacturing Engineering Laboratory
304/Room 12
100 Bureau Dr
Mailstop 8203
Gaithersburg, MD 20899-8203
EMAIL: jbass at nist.gov
PHONE: 301-975-8425





From falcone at bestpractical.com  Thu Sep 23 11:45:00 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Sep 2010 11:45:00 -0400
Subject: [rt-users] Getting a custom field value and setting the priority
In-Reply-To: <C8C0EA76.16D7A%jbass@nist.gov>
References: <20100923152407.GH30110@jibsheet.com>
	<C8C0EA76.16D7A%jbass@nist.gov>
Message-ID: <20100923154500.GI30110@jibsheet.com>

On Thu, Sep 23, 2010 at 11:28:54AM -0400, Bass, Janet E. wrote:
> Yes, It seemed like overkill and had a learning curve. I was hoping there
> was an easy fix in my code.
> 
> 
> >> $self->TicketObj->$SetPriority = $Priority;

If you want to stay with your code, look at that line.
There are at least 2 huge errors with it.
SetPriority is a method not a variable and you don't assign to it, you
pass it an argument.

RT-Extension-PriorityAsString was written so that people who aren't
perl programmers wouldn't have to write this scrip.

-kevin
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From janet.bass at nist.gov  Thu Sep 23 11:59:33 2010
From: janet.bass at nist.gov (Bass, Janet E.)
Date: Thu, 23 Sep 2010 11:59:33 -0400
Subject: [rt-users] Getting a custom field value and setting the priority
In-Reply-To: <20100923154500.GI30110@jibsheet.com>
Message-ID: <C8C0F1A5.16D9A%jbass@nist.gov>

It is working now, Thanks
I do program in Perl it is learning RT variables that is slowing me down. I
wish there was a cheat sheet or something like that.
Janet


On 9/23/10 11:45 AM, "Kevin Falcone" <falcone at bestpractical.com> wrote:

> On Thu, Sep 23, 2010 at 11:28:54AM -0400, Bass, Janet E. wrote:
>> Yes, It seemed like overkill and had a learning curve. I was hoping there
>> was an easy fix in my code.
>> 
>> 
>>>> $self->TicketObj->$SetPriority = $Priority;
> 
> If you want to stay with your code, look at that line.
> There are at least 2 huge errors with it.
> SetPriority is a method not a variable and you don't assign to it, you
> pass it an argument.
> 
> RT-Extension-PriorityAsString was written so that people who aren't
> perl programmers wouldn't have to write this scrip.
> 
> -kevin

-- 
Janet Bass
Unix System Administration
Manufacturing Engineering Laboratory
304/Room 12
100 Bureau Dr
Mailstop 8203
Gaithersburg, MD 20899-8203
EMAIL: jbass at nist.gov
PHONE: 301-975-8425





From mdashraf.ash at gmail.com  Thu Sep 23 12:06:40 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Thu, 23 Sep 2010 11:06:40 -0500
Subject: [rt-users] External Users are not authenticated
Message-ID: <4C9B7B10.7090004@gmail.com>

  Hi,

If anyone can look at my RT_SiteConfig and suggest if I am doing 
something wrong. I installed Authen::ExternalAuth and modified UserLocal.pm

I am unable to log in into RT with LDAP Credentials.

Error Log says. _GetBoundObj: Invalid Credentials.

# Any configuration directives you include here will override

# RT's default configuration file, RT_Config.pm

#

# To include a directive here, just copy the equivalent statement

# from RT_Config.pm and change the value. We've included a single

# sample value below.

#

# This file is actually a perl module, so you can include valid

# perl code, as well.

#

# The converse is also true, if this file isn't valid perl, you're

# going to run into trouble. To check your SiteConfig file, use

# this comamnd:

# perl -c /path/to/your/etc/RT_SiteConfig.pm

Set($WebBaseURL,'http://10.10.10.10:443'); Set($WebPath,'');

Set($DatabaseName, 'rt3'); Set($DatabaseType, 'mysql');

Set($DatbaseUser, 'rt_user'); Set($DatabasePassword, 'pass');

Set($rtname,'Ticket'); Set($Organization,"http://www.midcontinent.com");

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

#Set(@Plguins,(qw(RT::FM)));

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

#Set($LogToFileNamedl, "rt.log");

#Set($LogToFile, 'debug');

Set($CorrespondAddress, 'rt-its at midcontinent.com');

Set($CommentAddress, 'rt-comment at midcontinent.com');

@MailCommand , 'sendmailpipe';

$SendMailArguments = "-oi -t";

$SendmailPath = "/usr/sbin/sendmail";

$SenderMustExistInExternaDatabase = undef;

#Set($MailCommand, 'sendmail');

#Set($SendMailArguments, "-bm --rt-its at midcontinent.com");

#Set($SendmailPath, "/usr/sbin/exim4");

Set($NotifyActor, 0);

Set($RecordOutgoingEmail, 1);

Set($Timezone, 'US/Central');

$WebURL = $WebBaseURL . $WebPath . "/";

#Set($WebExternalAuth, 1);

#Set($WebFallbackToInternalAuth, true);

# should be used to get information about users. This includes

# RealName, Tel numbers etc, but also whether or not the user

# Should be considered disabled.

# Once user info is found, no more services are checked.

Set ($ExternalAuthPriority, ['My_LDAP']);

Set ($ExternalInfoPriority, ['My_LDAP']);

#Set ($ExternalServiceUsesSSLorTLS, 1);

#If this is set true, then the relevant packages will

#be loaded to use SSL/TLS connections. At the moment,

# this just means "use Net::SSLeay;"

Set ($AutoCreateNonExternalUsers, 1);

#These are 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']);

Set($ExternalSettings, {

'My_LDAP' =>

{

## GENERIC SECTION

# The type of service (db/ldap/cookie)

'type' => 'ldap',

'server' => '10.10.10.10',

'port' => '389',

# Should the service be used for authentication?

'auth' => 1,

# Should the service be used for information?

'info' => 1,

# The server hosting the service

#'server' => 'server.midcontinent.local',

## 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 be used to connect to the LDAP server

'user' => 'CN=rmc, ou=users, ou=midcontinent, ou=local',

# The password RT should use to connect to the LDAP server

'pass' => 'temporarypassword',

# The LDAP search base

'base' => 'dc=server dc=midcontinent, dc=local',

# The filter to use to match RT-Users

#'filter' => '(uid=*)',

'filter' => '(objectclass = Person)',

# The filter that will only match disable users

#'d_filter' => '(objectClass=pwdPolicy)',

'd_filter' => '(userAccountControl : 1.2.840.113556.1.4.803:=2)',

#'d_filter' => '(&(objectCategory=person) 
(objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2))',

# Should we try to use TLS to encrypt connections?

'tls' => 1,

'ssl_version' => 3,

# What other args should I pass to Net::LDAP->new($host, @args)?

'net_ldap_args' => [version => 3],

# Does authentication depend on group membership? What group name?

#'group' =>'',

#what is the attribute for the group object that determines membership?

#'group_attr' => '',

## RT ATTRIBUTE MATCHING SECTION

#The list of RT attributes that uniquely identify a user

'attr_match_list' => ['Name','Email Address'],

# The mapping of RT attributes on to LDAP attributes

#'attr_map' => {'Name' => 'uid', 'EmailAddress' => 'mail'}

'attr_map' => {'Name' => 'sAMAaccountName','EmailAddress' => 
'mail','Organization' => 'physicalDeliveryOfficeName','RealName' => 
'cn','EternalAuthId'=> 'sAMAccountname',

'Gecos' => 'sAMAccountName','WorkPhone' => 'telephoneNumber','Address1' 
=> 'streetAddress','City' => '1','State' => 'st','Zip' => 
'postalCode','Country' => 'co'

}

  }

}

  );

  1;


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From John.Constable at ipaccess.com  Thu Sep 23 12:31:48 2010
From: John.Constable at ipaccess.com (John Constable)
Date: Thu, 23 Sep 2010 17:31:48 +0100
Subject: [rt-users] Mailgate and Exam4
References: <OF58D49586.4EE9C8E6-ONC12577A7.0050D8E4-C12577A7.00511883@ages.de>
Message-ID: <CEDCBB894168244E9C8BD430E1E9F1AB05C48F89@ipa-exch.hq.ad.ipaccess.com>

Assuming I?ve understood you correctly, this ?just worked? for us with Centos 5 and Exim 4.  We added an entry like the following to the aliases file;

 

#RT mailqueues

hrtracker:           "|/opt/rt3/bin/rt-mailgate --queue hrtracker --action correspond --url http://hrtracker.ipaccess.com/"

hrtracker-comment:   "|/opt/rt3/bin/rt-mailgate --queue hrtracker --action comment --url http://hrtracker.ipaccess.com/"

 

 

[root at camhrpin01 ~]# rpm -qv exim

exim-4.63-3.el5

 

[root at camhrpin01 ~]# cat /etc/redhat-release

CentOS release 5.3 (Final)

 

I?ve also use it successfully on assorted Debian installs of Exim4.  So it may not be Exim that?s at the root of your problem.

 

Hope that helps,

 

John

p.s. first post from me all, so apologies if I?ve missed any list conventions..

 

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ingo.Itter at ages.de
Sent: 23 September 2010 15:46
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Mailgate and Exam4

 


Hello, 

can anyone explain the settings for configure Exam4 with Mailgate Support ? 
Unfortunatly Exam4 does'nt support Piping via Aliases 

May i can receive an example config for Exim4 ? 

Thanks ans greetings froim Germany 

Ingo v. Itter 
_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134

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From mdashraf.ash at gmail.com  Thu Sep 23 12:48:03 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Thu, 23 Sep 2010 11:48:03 -0500
Subject: [rt-users] External Users are not authenticated
In-Reply-To: <4C9B7B10.7090004@gmail.com>
References: <4C9B7B10.7090004@gmail.com>
Message-ID: <4C9B84C3.7080701@gmail.com>

  The exact error i get is this in Apache:
  [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot 
connect to server.midcontinent.local 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:440)
  [error]: FAILED LOGIN for rmc from 10.10.10.12 
(/opt/rt3/share/html/autohandler:265)

Is it a common error ?
I checked previous posts, but could figure out where i have configured 
wrong.

Any help appreciated. Thanks.

On 9/23/2010 11:06 AM, Ashrock wrote:
> Hi,
>
> If anyone can look at my RT_SiteConfig and suggest if I am doing 
> something wrong. I installed Authen::ExternalAuth and modified 
> UserLocal.pm
>
> I am unable to log in into RT with LDAP Credentials.
>
> Error Log says. _GetBoundObj: Invalid Credentials.
>
> # Any configuration directives you include here will override
>
> # RT's default configuration file, RT_Config.pm
>
> #
>
> # To include a directive here, just copy the equivalent statement
>
> # from RT_Config.pm and change the value. We've included a single
>
> # sample value below.
>
> #
>
> # This file is actually a perl module, so you can include valid
>
> # perl code, as well.
>
> #
>
> # The converse is also true, if this file isn't valid perl, you're
>
> # going to run into trouble. To check your SiteConfig file, use
>
> # this comamnd:
>
> # perl -c /path/to/your/etc/RT_SiteConfig.pm
>
> Set($WebBaseURL,'http://10.10.10.10:443'); Set($WebPath,'');
>
> Set($DatabaseName, 'rt3'); Set($DatabaseType, 'mysql');
>
> Set($DatbaseUser, 'rt_user'); Set($DatabasePassword, 'pass');
>
> Set($rtname,'Ticket'); Set($Organization,"http://www.midcontinent.com");
>
> #Set(@Plugins,(qw(Extension::QuickDelete)));
>
> #Set(@Plguins,(qw(RT::FM)));
>
> Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
>
> #Set($LogToFileNamedl, "rt.log");
>
> #Set($LogToFile, 'debug');
>
> Set($CorrespondAddress, 'rt-its at midcontinent.com');
>
> Set($CommentAddress, 'rt-comment at midcontinent.com');
>
> @MailCommand , 'sendmailpipe';
>
> $SendMailArguments = "-oi -t";
>
> $SendmailPath = "/usr/sbin/sendmail";
>
> $SenderMustExistInExternaDatabase = undef;
>
> #Set($MailCommand, 'sendmail');
>
> #Set($SendMailArguments, "-bm --rt-its at midcontinent.com");
>
> #Set($SendmailPath, "/usr/sbin/exim4");
>
> Set($NotifyActor, 0);
>
> Set($RecordOutgoingEmail, 1);
>
> Set($Timezone, 'US/Central');
>
> $WebURL = $WebBaseURL . $WebPath . "/";
>
> #Set($WebExternalAuth, 1);
>
> #Set($WebFallbackToInternalAuth, true);
>
> # should be used to get information about users. This includes
>
> # RealName, Tel numbers etc, but also whether or not the user
>
> # Should be considered disabled.
>
> # Once user info is found, no more services are checked.
>
> Set ($ExternalAuthPriority, ['My_LDAP']);
>
> Set ($ExternalInfoPriority, ['My_LDAP']);
>
> #Set ($ExternalServiceUsesSSLorTLS, 1);
>
> #If this is set true, then the relevant packages will
>
> #be loaded to use SSL/TLS connections. At the moment,
>
> # this just means "use Net::SSLeay;"
>
> Set ($AutoCreateNonExternalUsers, 1);
>
> #These are full settings for each external service as a HashOfHashes
>
> # Note that you may have as many external services as you wish. They will
>
> #be checked in the order specified in the Priority directives above.
>
> # e.g .
>
> #
>
> Set($ExternalAuthPriority, ['My_LDAP']);
>
> Set($ExternalSettings, {
>
> 'My_LDAP' =>
>
> {
>
> ## GENERIC SECTION
>
> # The type of service (db/ldap/cookie)
>
> 'type' => 'ldap',
>
> 'server' => '10.10.10.10',
>
> 'port' => '389',
>
> # Should the service be used for authentication?
>
> 'auth' => 1,
>
> # Should the service be used for information?
>
> 'info' => 1,
>
> # The server hosting the service
>
> #'server' => 'server.midcontinent.local',
>
> ## SERVICE-SPECIFIC SECTION
>
> # If you can bind to your LDAP server anonymously you should
>
> #remove the user and pass config lines, otherwise specify them here:
>
> # The username RT should be used to connect to the LDAP server
>
> 'user' => 'CN=rmc, ou=users, ou=midcontinent, ou=local',
>
> # The password RT should use to connect to the LDAP server
>
> 'pass' => 'temporarypassword',
>
> # The LDAP search base
>
> 'base' => 'dc=server dc=midcontinent, dc=local',
>
> # The filter to use to match RT-Users
>
> #'filter' => '(uid=*)',
>
> 'filter' => '(objectclass = Person)',
>
> # The filter that will only match disable users
>
> #'d_filter' => '(objectClass=pwdPolicy)',
>
> 'd_filter' => '(userAccountControl : 1.2.840.113556.1.4.803:=2)',
>
> #'d_filter' => '(&(objectCategory=person) 
> (objectClass=user)(userAccountControl:1.2.840.113556.1.4.803:=2))',
>
> # Should we try to use TLS to encrypt connections?
>
> 'tls' => 1,
>
> 'ssl_version' => 3,
>
> # What other args should I pass to Net::LDAP->new($host, @args)?
>
> 'net_ldap_args' => [version => 3],
>
> # Does authentication depend on group membership? What group name?
>
> #'group' =>'',
>
> #what is the attribute for the group object that determines membership?
>
> #'group_attr' => '',
>
> ## RT ATTRIBUTE MATCHING SECTION
>
> #The list of RT attributes that uniquely identify a user
>
> 'attr_match_list' => ['Name','Email Address'],
>
> # The mapping of RT attributes on to LDAP attributes
>
> #'attr_map' => {'Name' => 'uid', 'EmailAddress' => 'mail'}
>
> 'attr_map' => {'Name' => 'sAMAaccountName','EmailAddress' => 
> 'mail','Organization' => 'physicalDeliveryOfficeName','RealName' => 
> 'cn','EternalAuthId'=> 'sAMAccountname',
>
> 'Gecos' => 'sAMAccountName','WorkPhone' => 
> 'telephoneNumber','Address1' => 'streetAddress','City' => '1','State' 
> => 'st','Zip' => 'postalCode','Country' => 'co'
>
> }
>
>  }
>
> }
>
>  );
>
>  1;
>
>
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From falcone at bestpractical.com  Thu Sep 23 12:53:51 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 23 Sep 2010 12:53:51 -0400
Subject: [rt-users] External Users are not authenticated
In-Reply-To: <4C9B84C3.7080701@gmail.com>
References: <4C9B7B10.7090004@gmail.com>
 <4C9B84C3.7080701@gmail.com>
Message-ID: <20100923165351.GJ30110@jibsheet.com>

On Thu, Sep 23, 2010 at 11:48:03AM -0500, Ashrock wrote:
>    The exact error i get is this in Apache:
>     [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
>    server.midcontinent.local
>    (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:440)
>     [error]: FAILED LOGIN for rmc from 10.10.10.12 (/opt/rt3/share/html/autohandler:265)
> 
>    Is it a common error ?
>    I checked previous posts, but could figure out where i have configured wrong.

Connecting to this server with this username and password is not
working.

>      'server' => '10.10.10.10',
>      'user' => 'CN=rmc, ou=users, ou=midcontinent, ou=local',
>      'pass' => 'temporarypassword',

You need to verify that you can connect to that host with that user
and password from the RT host.

-kevin
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From mdashraf.ash at gmail.com  Thu Sep 23 13:19:33 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Thu, 23 Sep 2010 12:19:33 -0500
Subject: [rt-users] External Users are not authenticated
In-Reply-To: <20100923165351.GJ30110@jibsheet.com>
References: <4C9B7B10.7090004@gmail.com> <4C9B84C3.7080701@gmail.com>
	<20100923165351.GJ30110@jibsheet.com>
Message-ID: <4C9B8C25.6000301@gmail.com>

  Do the user and the password need to be of an Administrator ?

Now the new error messages says, It Can't Bind, Invalid credentials.

On 9/23/2010 11:53 AM, Kevin Falcone wrote:
> On Thu, Sep 23, 2010 at 11:48:03AM -0500, Ashrock wrote:
>>     The exact error i get is this in Apache:
>>      [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
>>     server.midcontinent.local
>>     (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:440)
>>      [error]: FAILED LOGIN for rmc from 10.10.10.12 (/opt/rt3/share/html/autohandler:265)
>>
>>     Is it a common error ?
>>     I checked previous posts, but could figure out where i have configured wrong.
> Connecting to this server with this username and password is not
> working.
>
>>       'server' =>  '10.10.10.10',
>>       'user' =>  'CN=rmc, ou=users, ou=midcontinent, ou=local',
>>       'pass' =>  'temporarypassword',
> You need to verify that you can connect to that host with that user
> and password from the RT host.
>
> -kevin
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From ggreene at minervanetworks.com  Thu Sep 23 13:41:00 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 23 Sep 2010 10:41:00 -0700
Subject: [rt-users] External Users are not authenticated
In-Reply-To: <4C9B8C25.6000301@gmail.com>
Message-ID: <C8C0DF3C.5BF24%ggreene@minervanetworks.com>

Can you bind to that server using that account using ldapsearch? If so,
verify if you?re using TLS or GSSAPI for the bind. If that is the case,
you?ll need to modify your configuration for RT accordingly. If not, then
talk to your LDAP admin to work through the LDAP access first.


On 23/9/10 10:19 AM, "Ashrock" <mdashraf.ash at gmail.com> wrote:

>    Do the user and the password need to be of an Administrator ?
>  
>  Now the new error messages says, It Can't Bind, Invalid credentials.
>  
>  On 9/23/2010 11:53 AM, Kevin Falcone wrote:
>>  
>> On Thu, Sep 23, 2010 at 11:48:03AM -0500, Ashrock wrote:
>>  
>>>  
>>>    The exact error i get is this in Apache:
>>>     [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot
>>> connect to
>>>    server.midcontinent.local
>>>    
>>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LD
>>> AP.pm:440)
>>>     [error]: FAILED LOGIN for rmc from 10.10.10.12
>>> (/opt/rt3/share/html/autohandler:265)
>>> 
>>>    Is it a common error ?
>>>    I checked previous posts, but could figure out where i have configured
>>> wrong.
>>>  
>>  
>> 
>> Connecting to this server with this username and password is not
>> working.
>> 
>>  
>>>  
>>>      'server' => '10.10.10.10',
>>>      'user' => 'CN=rmc, ou=users, ou=midcontinent, ou=local',
>>>      'pass' => 'temporarypassword',
>>>  
>>  
>> 
>> You need to verify that you can connect to that host with that user
>> and password from the RT host.
>> 
>> -kevin
>>  
>> 
>> 
>> 
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>  
>  
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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


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From kfcrocker at lbl.gov  Thu Sep 23 14:00:53 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 23 Sep 2010 11:00:53 -0700
Subject: [rt-users] Getting a custom field value and setting the priority
In-Reply-To: <C8C0E74A.16D6A%jbass@nist.gov>
References: <63955B982BF1854C96302E6A5908234413E3B61A82@MBCLUSTER.xchange.nist.gov>
	<C8C0E74A.16D6A%jbass@nist.gov>
Message-ID: <AANLkTi=2w97TVqvti_QwwEsMA-yZBJOof=ao-jSpzLkS@mail.gmail.com>

Janet,

We have something that does exactly that, but with different CF values, of
course. We choose to name the CF a name that is different than an RT Ticket
field to avoid confusion when referring to fields and simplified the values,
but here goes:

Name: WorkFlow for Priority
Condition: User-Defined
Action: User-Defined
Template: Blank
Stage: TransactionBatch
*
Custom Condition:*
# Set initial values

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

# Continue if the CF "Work Ability" has been changed

if  ($trans->Type eq 'CustomField')
    {my $cf = new RT::CustomField($RT::SystemUser);
        $cf->LoadByName(Queue => $ticket->QueueObj->id,
         Name => "Work Ability");
     return 0 unless $cf->id;
    }

return 1;
==================================
*Custom Action Prep:*
# Set initial values

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $ability = $ticket->FirstCustomFieldValue('Work Ability');
my $priority;

if  ($ability = 'Unable')
    {
     $priority = 1;
    }
elsif ($ability = 'impaired')
    {
     $priority = 2;
    }
else
    {
     $priority = 3;
    }

$ticket->SetPriority($priority);

return 1;
==================================
*Custom Action Cleanup:*
return 1;

Basically the same, but I noticed you put a $ in the middle of your Set code
($self->TicketObj->*$SetInitialPriority* = $Priority;)

Hope this helps.

Kenn
LBNL

On Thu, Sep 23, 2010 at 8:15 AM, Bass, Janet E. <janet.bass at nist.gov> wrote:

> I have a custom field called priority
> It has 3 possible values
> 1 Unable to work
> 2 Work is impaired
> 3 Info/Low priority
>
> What I want to do with a scrip is read the value of the custom field
> Priority = Unable to work
> $Value = Unable to work
> Loop through to set the correct value with an if statement
> Then assign that numeric value to the system variable priority
>
> I have tried but nothing set the field I see under The Basic ->priority to
> the value I want
> $self->TicketObj->$SetPriority = $Priority;
> $self->TicketObj->$Priority = $Priority;
> $self->TicketObj->$SetInitialPriority = $Priority;
>
>
> Scrip code (under Custom action cleanup code) I have return 1; under Custom
> action preparation code
>
> my $CFName = 'Priority';
> my $Value = $self->TicketObj->FirstCustomFieldValue( $CFName );
> my $Priority = 3;
> if ($Value =~ /Unable/i)
> {
> $Priority = 1;
> }
> elsif ($Value =~ /impaired/i)
> {
> $Priority = 2;
> }
> else
> {
> $Priority = 3;
> }
>
> $self->TicketObj->$SetPriority = $Priority;
>
> return 1
>
> Thanks for any help
> Janet Bass
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Thu Sep 23 14:06:01 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 23 Sep 2010 11:06:01 -0700
Subject: [rt-users] ExternalAuth and bounced Emails
In-Reply-To: <F81756C3921F504D9469B59C2E884FB712A9C635@exch-iesi.iesicorp.tf.prv>
References: <AANLkTimNxfk23bp3XJFCVb2ROuz89nCTSrWJnPwdBqxD@mail.gmail.com>
	<662476.53151.qm@web30306.mail.mud.yahoo.com>
	<F81756C3921F504D9469B59C2E884FB712A9C09A@exch-iesi.iesicorp.tf.prv>
	<AANLkTimUM3GUT=F5Y4Kr3eJy4-=0Gr2hGB7dDTrqKmyd@mail.gmail.com>
	<F81756C3921F504D9469B59C2E884FB712A9C635@exch-iesi.iesicorp.tf.prv>
Message-ID: <AANLkTi=4qpHLGe7O_e4_zNip7B-vc7Qj9XFNOd5AO8f_@mail.gmail.com>

Peter,

When you say update night from your domain, you're not talking about
updating the RT USER Table with LDAP info are you? RT will automatically do
that when someone signs in. I like that cause I can look at the USERS table
and see who hasn't signed in for a long time, especially if I change the
LDAP info that gets updated.

Kenn
LBNL

On Thu, Sep 23, 2010 at 7:30 AM, Peter Barton <PBarton at iesi.com> wrote:

>  I ended up doing just that.  The account had been disabled and renamed
> and I re-enabled it and returned its rights to RT.  I was just worried that
> when I automate the nightly LDAP updates from my domain it may cause
> problems with the account.
>
>
>
> ----------
>
> Peter Barton
>
> IESI Corporation
>
> Network Manager
>
> work.817-632-4000
>
> mobile.817-683-9635
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Wednesday, September 22, 2010 5:20 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] ExternalAuth and bounced Emails
>
>
>
> Peter,
>
> Have you tried simply adding that email address (some kind of name for ID)
> as a Privileged user manually? That might work. We use LDAP, but we also
> allow our production job scheduler to send emails to an RT Queue when a job
> abends and we have no problems. We manually added a new user with That info
> to RT as a Privileged user and put that Id into a Group and gave that Group
> "CreateTicket" rights for those particular Queues.
>
> Kenn
> LBNL
>
> On Wed, Sep 22, 2010 at 12:52 PM, Peter Barton <PBarton at iesi.com> wrote:
>
> I have had great luck implementing ExternalAuth and having all my users
> authenticating from AD, but here is where I have a problem.  I have a
> Companywide intranet web site that is used to fill out new user forms and
> submit them via email to our RT system.  The From: field on these emails are
> filled out with a generic ?intranetadmin? email address.  Since RT now uses
> ExternalAuth for usernames this account is not in my AD directory and the
> email is bounced back.
>
>
>
> I have the queue setup for everyone : create ticket yet the email is
> bounced every time.
>
>
>
> Is there a specific setting in RT_SiteConfig that I need to set to allow
> this?
>
>
>
> Thanks in advance.
>
>
>
> ----------
>
> Peter Barton
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From Brandon.Patton at aspireindiana.org  Thu Sep 23 15:01:17 2010
From: Brandon.Patton at aspireindiana.org (Patton, Brandon)
Date: Thu, 23 Sep 2010 15:01:17 -0400
Subject: [rt-users] Need help setting up Command Line RT
Message-ID: <16080B6460E00C4A881395258161C50403F2FEDC83@mail.bccmh.net>

I'm running RT 3.8.7 on Fedora 13 and trying to setup running the CLI however I always get the "Server error: Not Found (404)" error all the time. I've been searching and reading and tried the "export" and ".rtrc" methods and neither seem to work. The URL to RT is http://fedora/rt

Can someone please help me get this working? I need to use the CLI with cron to generate some scheduled tickets. Here is the .rtrc file I created in root's home directory:

server http://fedora/rt
user root
passwd rootpw

I have also tried the following values for server:
http://fedora
http://serverip
http://serverip/rt

Thanks.


Brandon Patton, BS
Systems Administrator
ASPIRE Indiana
brandon.patton at ASPIREIndiana.org
765-641-8283

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From Jim.Tambling at datatote.co.uk  Thu Sep 23 16:46:07 2010
From: Jim.Tambling at datatote.co.uk (Jim Tambling)
Date: Thu, 23 Sep 2010 21:46:07 +0100
Subject: [rt-users] Mandatory time worked
Message-ID: <72D9E13A8FC8994794D448E91198AE0701C89D1C@mail.sys.internal>

I have probably asked this before, but here goes.
 
I want to force RT users to fill in the TimeWorked field every time they
update a ticket, much like the MandatorySubject extension works on
ticket creation. Has anybody got something similar to this already? If
not I am prepared to have a stab at it myself, but since I am only just
starting to learn Perl I'm probably going to go about it the wrong way
:-). Would I be able to do this as a scrip action or would I have to
create a module and do it via callbacks? All help/advice/solutions
greatly appreciated.
 
Regards, Jim
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From mdashraf.ash at gmail.com  Thu Sep 23 17:15:48 2010
From: mdashraf.ash at gmail.com (Ashrock)
Date: Thu, 23 Sep 2010 16:15:48 -0500
Subject: [rt-users] Autocreate ticket when sent an email
Message-ID: <4C9BC384.7040805@gmail.com>

  Hi,

This is a quick question whose answer was not clear in the forums.
May be if someone can answer will help in future for others too.

RT should autocreate a ticket and send a confirmation to the requestor 
stating that a ticket has been created.
So, does the requestor should be a member of the group or the queue it 
is sending onto.
Does it have to connect to LDAP to search if the user exists in the A.D.
Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these 
users to RT when you just send an email to the respective queue.
RT cannot bind to LDAP server. I get the below error when i try to bind 
to LDAP using ldapsearch.

/# ldapsearch -h midcontinent.local -b "dc=midcontinent dc=local"
ldap_sasl_interactive_bind_s: Can't contact LDAP server (-1)

So, i am trying to see if the email will autocreate tickets and send a 
autoreply to the requestor.
I have defined a scrip to Notify on Autocreate to the requestor in the 
group which i intend to send the email.

Any help will be appreciated.



From ggreene at minervanetworks.com  Thu Sep 23 19:42:31 2010
From: ggreene at minervanetworks.com (Gary Greene)
Date: Thu, 23 Sep 2010 16:42:31 -0700
Subject: [rt-users] Autocreate ticket when sent an email
In-Reply-To: <4C9BC384.7040805@gmail.com>
Message-ID: <C8C133F7.5BF77%ggreene@minervanetworks.com>

On 23/9/10 2:15 PM, "Ashrock" <mdashraf.ash at gmail.com> wrote:
>   Hi,
> 
> This is a quick question whose answer was not clear in the forums.
> May be if someone can answer will help in future for others too.
> 
> RT should autocreate a ticket and send a confirmation to the requestor
> stating that a ticket has been created.
> So, does the requestor should be a member of the group or the queue it
> is sending onto.
> Does it have to connect to LDAP to search if the user exists in the A.D.
> Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these
> users to RT when you just send an email to the respective queue.
> RT cannot bind to LDAP server. I get the below error when i try to bind
> to LDAP using ldapsearch.
> 
> /# ldapsearch -h midcontinent.local -b "dc=midcontinent dc=local"
> ldap_sasl_interactive_bind_s: Can't contact LDAP server (-1)
> 
> So, i am trying to see if the email will autocreate tickets and send a
> autoreply to the requestor.
> I have defined a scrip to Notify on Autocreate to the requestor in the
> group which i intend to send the email.
> 
> Any help will be appreciated.

If it cannot contact the server, that means that it cannot find it in DNS.
Ping that box (though with the TLD .local, you likely won't be able to make
this work anyway, as AD really does work far better when you're using a
valid TLD and DNS domain name....)

At this point, this is quickly falling out of scope of RT, and into the
realm of proper AD administration, design, and debugging.

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

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From kfcrocker at lbl.gov  Thu Sep 23 20:24:31 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 23 Sep 2010 17:24:31 -0700
Subject: [rt-users] Align row info at top on search results
Message-ID: <AANLkTi==-moOm7Uir=Av4LRNJ+-PWpG1jsWP1JK6LMJB@mail.gmail.com>

To list,

I want to modify my search results to always align information at the top of
any row with wrapped info on it. If I have a Custom Field with a lot of text
(2000 chars) in it and include it in a Query, the Ticket ID and other info
could be several lines down in a row when that CF wraps.
Does anyone know how to modify that behavior?

I also think this would be a good "User Preference" setting option.

Thanks.

Kenn
LBNL
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From Ingo.Itter at ages.de  Fri Sep 24 02:49:43 2010
From: Ingo.Itter at ages.de (Ingo.Itter at ages.de)
Date: Fri, 24 Sep 2010 08:49:43 +0200
Subject: [rt-users] Mailgate and Exam4
In-Reply-To: <CEDCBB894168244E9C8BD430E1E9F1AB05C48F89@ipa-exch.hq.ad.ipaccess.com>
Message-ID: <OF3E065770.51C1F51A-ONC12577A8.00238A8B-C12577A8.0025825A@ages.de>

Hello John,

thanks for your help, but the way described also in the book does'nt work, 
because the actual Exim MTA does'nt default support the Pipe so i need a 
other way to pipe the Mails into the RT Mailgate

Here the description 

### router/400_exim4-config_system_aliases
#################################

# This router handles aliasing using a traditional /etc/aliases file.
#
##### NB  You must ensure that /etc/aliases exists. It used to be the case
##### NB  that every Unix had that file, because it was the Sendmail 
default.
##### NB  These days, there are systems that don't have it. Your aliases
##### NB  file should at least contain an alias for "postmaster".
#
# This router handles the local part in a case-insensitive way which
# satisfies the RFCs requirement that postmaster be reachable regardless
# of case. If you decide to handle /etc/aliases in a caseful way, you
# need to make arrangements for a caseless postmaster.
#
# Delivery to arbitrary directories, files, and piping to programs in
# /etc/aliases is disabled per default.









"John Constable" <John.Constable at ipaccess.com> 
23.09.2010 18:32

An
<Ingo.Itter at ages.de>, <rt-users at lists.bestpractical.com>
Kopie

Thema
RE: [rt-users] Mailgate and Exam4 [AGES: Viren gepr?ft !!]






Assuming I?ve understood you correctly, this ?just worked? for us with 
Centos 5 and Exim 4.  We added an entry like the following to the aliases 
file;
 
#RT mailqueues
hrtracker:           "|/opt/rt3/bin/rt-mailgate --queue hrtracker --action 
correspond --url http://hrtracker.ipaccess.com/"
hrtracker-comment:   "|/opt/rt3/bin/rt-mailgate --queue hrtracker --action 
comment --url http://hrtracker.ipaccess.com/"
 
 
[root at camhrpin01 ~]# rpm -qv exim
exim-4.63-3.el5
 
[root at camhrpin01 ~]# cat /etc/redhat-release
CentOS release 5.3 (Final)
 
I?ve also use it successfully on assorted Debian installs of Exim4.  So it 
may not be Exim that?s at the root of your problem.
 
Hope that helps,
 
John
p.s. first post from me all, so apologies if I?ve missed any list 
conventions..
 
From: rt-users-bounces at lists.bestpractical.com 
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
Ingo.Itter at ages.de
Sent: 23 September 2010 15:46
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Mailgate and Exam4
 

Hello, 

can anyone explain the settings for configure Exam4 with Mailgate Support 
? 
Unfortunatly Exam4 does'nt support Piping via Aliases 

May i can receive an example config for Exim4 ? 

Thanks ans greetings froim Germany 

Ingo v. Itter 
_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134


_______________________________________________________________________
Gesch?ftsf?hrer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG D?sseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG D?sseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG D?sseldorf HRB 55580, USt-IdNr.: DE 814789134
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From nlytnmnt at gmail.com  Fri Sep 24 04:01:41 2010
From: nlytnmnt at gmail.com (nlytnmnt)
Date: Fri, 24 Sep 2010 03:01:41 -0500
Subject: [rt-users] rt-email-digest explanation
Message-ID: <AANLkTi=WE00RC=xczx6sm-00wFixUutXYcPD460a6SnL@mail.gmail.com>

All,

Could someone please explain what rt-email-digest is supposed to do? It
obviously sends emails of some kind. I just can't seem to figure out what
within the web interface triggers them. I'm not having any problems running
it from cron or the terminal.

I was able to figure out the dashboard emails, those work perfectly.

Thanks in advance!

I'm using 3.8.8.
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From alberto.villanueva at altran.es  Fri Sep 24 06:39:36 2010
From: alberto.villanueva at altran.es (Alberto Villanueva)
Date: Fri, 24 Sep 2010 12:39:36 +0200
Subject: [rt-users] Remove an attachment
Message-ID: <4C9C7FE8.40801@altran.es>

Hi all!


I have upload an image into a ticket, but the inserted image is 
incorrect. Could I remove this attachment? If it's possible, I would 
like using RT web interface, but I think it is not possible.

I have been looking at RT wiki and I have not found anything.

In the list, I have found the next util [1], but README doesn't describe 
the utils have been developed. Maybe I could be mistaken understanding 
the tool, and the utils could be on web interface. Is reasoning correct? 
Does it appear on web interface? Or, is it run from command line?


Thanks for your help.

[1]: http://github.com/bestpractical/rt-extension-utils

-- 
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

Antes de imprimir este mensaje, aseg?rate de que es necesario. Proteger
el medio ambiente est? tambi?n en tu mano.

En cumplimiento de la Ley Org?nica 15/1999, con fecha 13 de diciembre,
de Protecci?n de Datos de Car?cter Personal, y la Ley 34/2002, con fecha
11 de julio, de Servicios de la Sociedad de la Informaci?n y de comercio
electr?nico, le comunicamos que su direcci?n de correo electr?nico forma
parte de un fichero del que es responsable Altran Espa?a, y que
garantiza la confidencialidad y seguridad de sus datos. Tiene usted
derecho al acceso, rectificaci?n y cancelaci?n de sus datos en los
t?rminos establecidos en la Ley Org?nica 15/1999 de Protecci?n de Datos
de Car?cter Personal y dem?s normativa concordante, dirigi?ndose a
nuestra direcci?n anteriormente se?alada o por medio de correo
electr?nico: comunicacion at altran.es <mailto:comunicacion at altran.es>.

AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, est?
dirigido a su destinatario y es confidencial. Cualquier distribuci?n,
uso o reproducci?n sin consentimiento del remitente est? estrictamente
prohibido. Si ha recibido este mensaje por error, por favor proceda a
ponerlo en conocimiento del remitente por e-mail y a borrarlo de su
sistema sin realizar copias.


From dale.poulter at Vanderbilt.Edu  Fri Sep 24 08:16:08 2010
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Fri, 24 Sep 2010 07:16:08 -0500
Subject: [rt-users] Unable to access site after reboot
Message-ID: <7288D49C0448E840B752320350AFA94E3960A3F1@ITS-HCWNEM03.ds.Vanderbilt.edu>

We have been running RT 387 for several months without any issues.  However,  after a reboot of the server the site is not accessible.  When we attempt to access the site we get prompted to download the file.  This appears to point to a module not being loaded but no errors seem to be generated.  Have any one experienced this and resolved it?  Any suggestions?  Thanks.

--Dale

---------------------------------------
Dale Poulter
Automation Coordinator
Library Information Technology Services
Vanderbilt University
419 21st Avenue South, Room 812
Nashville, TN  37203-2427
(615)343-5388
(615)343-8834 (fax)
(615)207-9705 (cell)
dale.poulter at vanderbilt.edu<mailto:dale.poulter at vanderbilt.edu>

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From ktm at rice.edu  Fri Sep 24 08:41:57 2010
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 24 Sep 2010 07:41:57 -0500
Subject: [rt-users] rt-email-digest explanation
In-Reply-To: <AANLkTi=WE00RC=xczx6sm-00wFixUutXYcPD460a6SnL@mail.gmail.com>
References: <AANLkTi=WE00RC=xczx6sm-00wFixUutXYcPD460a6SnL@mail.gmail.com>
Message-ID: <20100924124157.GF17736@aart.is.rice.edu>

It sends daily, weekly, ... digests of all Emails from RT
that would have been sent individually throughout the time
period by default, except the user chose to receive Email
digests in the Preferences.

Cheers,
Ken

On Fri, Sep 24, 2010 at 03:01:41AM -0500, nlytnmnt wrote:
> All,
> 
> Could someone please explain what rt-email-digest is supposed to do? It
> obviously sends emails of some kind. I just can't seem to figure out what
> within the web interface triggers them. I'm not having any problems running
> it from cron or the terminal.
> 
> I was able to figure out the dashboard emails, those work perfectly.
> 
> Thanks in advance!
> 
> I'm using 3.8.8.

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


From flatworm at users.sourceforge.net  Fri Sep 24 09:01:45 2010
From: flatworm at users.sourceforge.net (Konstantin Khomoutov)
Date: Fri, 24 Sep 2010 17:01:45 +0400
Subject: [rt-users] Unable to access site after reboot
In-Reply-To: <7288D49C0448E840B752320350AFA94E3960A3F1@ITS-HCWNEM03.ds.Vanderbilt.edu>
References: <7288D49C0448E840B752320350AFA94E3960A3F1@ITS-HCWNEM03.ds.Vanderbilt.edu>
Message-ID: <20100924170145.2db197ae.kostix@domain007.com>

On Fri, 24 Sep 2010 07:16:08 -0500
"Poulter,   Dale" <dale.poulter at Vanderbilt.Edu> wrote:

> We have been running RT 387 for several months without any issues.
> However,  after a reboot of the server the site is not accessible.
> When we attempt to access the site we get prompted to download the
> file.  This appears to point to a module not being loaded but no
> errors seem to be generated.  Have any one experienced this and
> resolved it?  Any suggestions?  Thanks.

To me, it looks more like a problem with the HTTP server (which you did
not name). It's typical, when a handler for a particular type of scripts
intended to generate a dynamic web page, fails to be set up or
registered properly, the server offers to download the actual code
file instead of executing it and providing its output as a page content.
Of course, no errors are generated in this case as this is not a problem
from the HTTP server's point of view.

Also note that some browsers tend to over-aggressively "cache" the
content type offerred by the server for a particular URL, so when you
feel the problem is fixed, but the browser still offers to download the
file, try from another box or with another browser.


From fabrice82 at gmail.com  Fri Sep 24 10:24:58 2010
From: fabrice82 at gmail.com (Fabrice)
Date: Fri, 24 Sep 2010 16:24:58 +0200
Subject: [rt-users]  RT could not load a valid user
Message-ID: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>

Hello Everybody,

We have a strange problem on our RT, some of our user (on the same domain)
can't create a ticket. Rt won't create the user on the DB and log an error
message. Obviously everyone has the right for create and reply to ticket.

I have seen a mail on the list from Anne in May 2004 for the same error who
has fix in 3.0.1  (:o/)

If someone has ever seen this error, i will be happy to have your point of
view on this problem.

*Error Log :*
[Fri Sep 24 13:30:06 2010] [error]: RT could not load a valid user, and RT's
configuration does not allow for the creation of a new user for your email.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
[Fri Sep 24 13:30:05 2010] [error]: RT could not load a valid user, and RT's
configuration does not allow
for the creation of a new user for this email (mkayne@***.fr). You might
need to grant 'Everyone' the right 'CreateTicket' for the
queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)

*Operating System :* Linux rt1.universe.local 2.6.31-22-generic-pae
#65-Ubuntu SMP Thu Sep 16 16:02:41 UTC 2010 i686 GNU/Linux
*Apache :* Server version: Apache/2.2.12 (Ubuntu) - Server built:   Aug 16
2010 17:37:49
*Perl :* This is perl, v5.10.0 built for i486-linux-gnu-thread-multi
*Fetchmail :*  version 6.3.9-rc2+GSS+NTLM+SDPS+SSL+NLS+KRB5 on IMAP with
exchange
*Plugins RT : * 'RT::Authen::ExternalAuth', 'RTx::EmailCompletion', 'RT::FM'


Thanks in advance,
Fabrice
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From dale.poulter at Vanderbilt.Edu  Fri Sep 24 10:32:59 2010
From: dale.poulter at Vanderbilt.Edu (Poulter,   Dale)
Date: Fri, 24 Sep 2010 09:32:59 -0500
Subject: [rt-users] Unable to access site after reboot  -solved
Message-ID: <7288D49C0448E840B752320350AFA94E3960A412@ITS-HCWNEM03.ds.Vanderbilt.edu>

The problem appears to have been related to the Scalar::Util  perl module.  It apparently was corrupted at some point.  Once I forced it to reinstall everything worked correctly. In order to find the bad module,  I ended up reinstalling several other modules -testing access after each.



From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Poulter, Dale
Sent: Friday, September 24, 2010 7:16 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Unable to access site after reboot
Importance: High

We have been running RT 387 for several months without any issues.  However,  after a reboot of the server the site is not accessible.  When we attempt to access the site we get prompted to download the file.  This appears to point to a module not being loaded but no errors seem to be generated.  Have any one experienced this and resolved it?  Any suggestions?  Thanks.

--Dale

---------------------------------------
Dale Poulter
Automation Coordinator
Library Information Technology Services
Vanderbilt University
419 21st Avenue South, Room 812
Nashville, TN  37203-2427
(615)343-5388
(615)343-8834 (fax)
(615)207-9705 (cell)
dale.poulter at vanderbilt.edu<mailto:dale.poulter at vanderbilt.edu>

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From Sysadmin at ruralnetwork.net  Fri Sep 24 10:41:40 2010
From: Sysadmin at ruralnetwork.net (Sysadmin)
Date: Fri, 24 Sep 2010 08:41:40 -0600
Subject: [rt-users] Mailto link in template
Message-ID: <4C9CB8A4.8070209@ruralnetwork.net>

  I'm trying to embed a mailto: HTML code into my ticket creation 
template so that the customer can click the link and this will generate 
a blank  email with the ticket info in the subject that can use for a 
reply, that the system can then parse into the ticket. The mail to 
address would vary according to the group or queue it was created for.

I tried this:

<A 
HREF="mailto:{$Ticket->QueueObj->CorrespondAddress()}?subject=[{$Ticket->QueueObj->SubjectTag 
|| $rtname} #{$Ticket->id}] {$Ticket->Subject()}
">To Email RNS about the ticket</A>


While I know this is wrong, perhaps it will give you a better idea of 
what I,m trying to do.


Thanks,

David
System Admin
RNS

Running RT 3.8.7




From aperotti at cutaway.it  Fri Sep 24 10:56:40 2010
From: aperotti at cutaway.it (Andrea Perotti)
Date: Fri, 24 Sep 2010 16:56:40 +0200
Subject: [rt-users] Remove an attachment
In-Reply-To: <4C9C7FE8.40801@altran.es>
References: <4C9C7FE8.40801@altran.es>
Message-ID: <4C9CBC28.4070805@cutaway.it>

Il 24/09/2010 12:39, Alberto Villanueva ha scritto:
> I have upload an image into a ticket, but the inserted image is
> incorrect. Could I remove this attachment? If it's possible, I would
> like using RT web interface, but I think it is not possible.

You are looking for "Shredder".


cheers

-- 
Andrea Perotti
System Administrator


From kfcrocker at lbl.gov  Fri Sep 24 12:06:36 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 09:06:36 -0700
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
Message-ID: <AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>

Fabrice,

Could be a couple of things. If you're using ExternalAuth/LDAP/Whatever and
the *From* Email address doesn't pass muster with that process, that would
cause the problem. The User referred to in the *From* Email address is
obviously NOT on the User Table AND the error message says your
configuration set up doesn't allow adding someone. So, I think that either
you get that email/user defined in whatever method you use for ExternalAuth
OR you change your setting to allow automatic adding of a user OR add them
manually. Unless, of course, you find some other reason for the error.
That's all I can think of.

Kenn
LBNL

On Fri, Sep 24, 2010 at 7:24 AM, Fabrice <fabrice82 at gmail.com> wrote:

> Hello Everybody,
>
> We have a strange problem on our RT, some of our user (on the same domain)
> can't create a ticket. Rt won't create the user on the DB and log an error
> message. Obviously everyone has the right for create and reply to ticket.
>
> I have seen a mail on the list from Anne in May 2004 for the same error who
> has fix in 3.0.1  (:o/)
>
> If someone has ever seen this error, i will be happy to have your point of
> view on this problem.
>
> *Error Log :*
> [Fri Sep 24 13:30:06 2010] [error]: RT could not load a valid user, and
> RT's configuration does not allow for the creation of a new user for your
> email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> [Fri Sep 24 13:30:05 2010] [error]: RT could not load a valid user, and
> RT's configuration does not allow
> for the creation of a new user for this email (mkayne@***.fr). You might
> need to grant 'Everyone' the right 'CreateTicket' for the
> queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>
> *Operating System :* Linux rt1.universe.local 2.6.31-22-generic-pae
> #65-Ubuntu SMP Thu Sep 16 16:02:41 UTC 2010 i686 GNU/Linux
> *Apache :* Server version: Apache/2.2.12 (Ubuntu) - Server built:   Aug 16
> 2010 17:37:49
> *Perl :* This is perl, v5.10.0 built for i486-linux-gnu-thread-multi
> *Fetchmail :*  version 6.3.9-rc2+GSS+NTLM+SDPS+SSL+NLS+KRB5 on IMAP with
> exchange
> *Plugins RT : * 'RT::Authen::ExternalAuth', 'RTx::EmailCompletion',
> 'RT::FM'
>
> Thanks in advance,
> Fabrice
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From sadusumilli at zetainteractive.com  Fri Sep 24 11:57:03 2010
From: sadusumilli at zetainteractive.com (Surendra Adusumilli)
Date: Fri, 24 Sep 2010 21:27:03 +0530
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
Message-ID: <1a1001cb5c01$25e86120$71b92360$@com>

Hi All, 

 

Please suggest me how to stop duplicate emails which are receiving from RT.

 

Thanks,

Surendra

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From fabrice82 at gmail.com  Fri Sep 24 12:47:14 2010
From: fabrice82 at gmail.com (Fabrice)
Date: Fri, 24 Sep 2010 18:47:14 +0200
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
	<AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
Message-ID: <AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>

Hello Kenneth,

Thanks for your answer.
I have ever try to create manually user but i can't. I think i can
create it directly in the DB but i m afraid to change this brutaly.
For allow automatic adding of a user i have see this in KB :

Adding in my RT_SiteConfig :

Set($AutoCreate, {Privileged => 0});

But i m not sure with the Privileged => 0, because i want the
autocreate user in Unpriveleged group.

Thanks again :)

Fabrice



2010/9/24 Kenneth Crocker <kfcrocker at lbl.gov>
>
> Fabrice,
>
> Could be a couple of things. If you're using ExternalAuth/LDAP/Whatever and the From Email address doesn't pass muster with that process, that would cause the problem. The User referred to in the From Email address is obviously NOT on the User Table AND the error message says your configuration set up doesn't allow adding someone. So, I think that either you get that email/user defined in whatever method you use for ExternalAuth OR you change your setting to allow automatic adding of a user OR add them manually. Unless, of course, you find some other reason for the error. That's all I can think of.
>
> Kenn
> LBNL
>
> On Fri, Sep 24, 2010 at 7:24 AM, Fabrice <fabrice82 at gmail.com> wrote:
>>
>> Hello Everybody,
>>
>> We have a strange problem on our RT, some of our user (on the same domain) can't create a ticket. Rt won't create the user on the DB and log an error message. Obviously everyone has the right for create and reply to ticket.
>>
>> I have seen a mail on the list from Anne in May 2004 for the same error who has fix in 3.0.1? (:o/)
>>
>> If someone has ever seen this error, i will be happy to have your point of view on this problem.
>>
>> Error Log :
>> [Fri Sep 24 13:30:06 2010] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>> [Fri Sep 24 13:30:05 2010] [error]: RT could not load a valid user, and RT's configuration does not allow
>> for the creation of a new user for this email (mkayne@***.fr). You might need to grant 'Everyone' the right 'CreateTicket' for the
>> queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>>
>> Operating System : Linux rt1.universe.local 2.6.31-22-generic-pae #65-Ubuntu SMP Thu Sep 16 16:02:41 UTC 2010 i686 GNU/Linux
>> Apache : Server version: Apache/2.2.12 (Ubuntu) - Server built:?? Aug 16 2010 17:37:49
>> Perl : This is perl, v5.10.0 built for i486-linux-gnu-thread-multi
>> Fetchmail :? version 6.3.9-rc2+GSS+NTLM+SDPS+SSL+NLS+KRB5 on IMAP with exchange
>> Plugins RT :? 'RT::Authen::ExternalAuth', 'RTx::EmailCompletion', 'RT::FM'
>>
>> Thanks in advance,
>> Fabrice
>>
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


From nlytnmnt at gmail.com  Fri Sep 24 13:17:04 2010
From: nlytnmnt at gmail.com (nlytnmnt)
Date: Fri, 24 Sep 2010 12:17:04 -0500
Subject: [rt-users] rt-email-digest explanation
In-Reply-To: <20100924124157.GF17736@aart.is.rice.edu>
References: <AANLkTi=WE00RC=xczx6sm-00wFixUutXYcPD460a6SnL@mail.gmail.com>
	<20100924124157.GF17736@aart.is.rice.edu>
Message-ID: <AANLkTinFu9Wrrf=hcqJsjbL3AN7L6nPfsocOsMU66wqp@mail.gmail.com>

Thanks for the reply. My problem was that the user preferences for email
delivery was not set to digest.

On Fri, Sep 24, 2010 at 7:41 AM, Kenneth Marshall <ktm at rice.edu> wrote:

> It sends daily, weekly, ... digests of all Emails from RT
> that would have been sent individually throughout the time
> period by default, except the user chose to receive Email
> digests in the Preferences.
>
> Cheers,
> Ken
>
> On Fri, Sep 24, 2010 at 03:01:41AM -0500, nlytnmnt wrote:
> > All,
> >
> > Could someone please explain what rt-email-digest is supposed to do? It
> > obviously sends emails of some kind. I just can't seem to figure out what
> > within the web interface triggers them. I'm not having any problems
> running
> > it from cron or the terminal.
> >
> > I was able to figure out the dashboard emails, those work perfectly.
> >
> > Thanks in advance!
> >
> > I'm using 3.8.8.
>
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Fri Sep 24 13:16:45 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 10:16:45 -0700
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
	<AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
	<AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>
Message-ID: <AANLkTikn=VHTi1F_O8+pPc_a9Q1MH7V5PjRTh23OJMHU@mail.gmail.com>

Fabrice,

Try this and bounce it and let's see what happens:

Set($AutoCreate, {UnPrivileged => 1});

fingers crossed.

Kenn
LBNL

On Fri, Sep 24, 2010 at 9:47 AM, Fabrice <fabrice82 at gmail.com> wrote:

> Hello Kenneth,
>
> Thanks for your answer.
> I have ever try to create manually user but i can't. I think i can
> create it directly in the DB but i m afraid to change this brutaly.
> For allow automatic adding of a user i have see this in KB :
>
> Adding in my RT_SiteConfig :
>
> Set($AutoCreate, {Privileged => 0});
>
> But i m not sure with the Privileged => 0, because i want the
> autocreate user in Unpriveleged group.
>
> Thanks again :)
>
> Fabrice
>
>
>
> 2010/9/24 Kenneth Crocker <kfcrocker at lbl.gov>
> >
> > Fabrice,
> >
> > Could be a couple of things. If you're using ExternalAuth/LDAP/Whatever
> and the From Email address doesn't pass muster with that process, that would
> cause the problem. The User referred to in the From Email address is
> obviously NOT on the User Table AND the error message says your
> configuration set up doesn't allow adding someone. So, I think that either
> you get that email/user defined in whatever method you use for ExternalAuth
> OR you change your setting to allow automatic adding of a user OR add them
> manually. Unless, of course, you find some other reason for the error.
> That's all I can think of.
> >
> > Kenn
> > LBNL
> >
> > On Fri, Sep 24, 2010 at 7:24 AM, Fabrice <fabrice82 at gmail.com> wrote:
> >>
> >> Hello Everybody,
> >>
> >> We have a strange problem on our RT, some of our user (on the same
> domain) can't create a ticket. Rt won't create the user on the DB and log an
> error message. Obviously everyone has the right for create and reply to
> ticket.
> >>
> >> I have seen a mail on the list from Anne in May 2004 for the same error
> who has fix in 3.0.1  (:o/)
> >>
> >> If someone has ever seen this error, i will be happy to have your point
> of view on this problem.
> >>
> >> Error Log :
> >> [Fri Sep 24 13:30:06 2010] [error]: RT could not load a valid user, and
> RT's configuration does not allow for the creation of a new user for your
> email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> >> [Fri Sep 24 13:30:05 2010] [error]: RT could not load a valid user, and
> RT's configuration does not allow
> >> for the creation of a new user for this email (mkayne@***.fr). You
> might need to grant 'Everyone' the right 'CreateTicket' for the
> >> queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> >>
> >> Operating System : Linux rt1.universe.local 2.6.31-22-generic-pae
> #65-Ubuntu SMP Thu Sep 16 16:02:41 UTC 2010 i686 GNU/Linux
> >> Apache : Server version: Apache/2.2.12 (Ubuntu) - Server built:   Aug 16
> 2010 17:37:49
> >> Perl : This is perl, v5.10.0 built for i486-linux-gnu-thread-multi
> >> Fetchmail :  version 6.3.9-rc2+GSS+NTLM+SDPS+SSL+NLS+KRB5 on IMAP with
> exchange
> >> Plugins RT :  'RT::Authen::ExternalAuth', 'RTx::EmailCompletion',
> 'RT::FM'
> >>
> >> Thanks in advance,
> >> Fabrice
> >>
> >>
> >>
> >>
> >>
> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >> Last one this year -- Learn how to get the most out of RT!
> >
> >
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Fri Sep 24 13:34:50 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 10:34:50 -0700
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <1a1001cb5c01$25e86120$71b92360$@com>
References: <1a1001cb5c01$25e86120$71b92360$@com>
Message-ID: <AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>

Surendra,

Lots of possibilities here. You could have the same user as an Owner and
Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR
you could have them listed as Queue Watchers Cc's and also added them as
Cc's at the ticket level. OR someone doing a "Reply" adds them in as Cc's
and you have the scrip "Notify Others" enabled. I'd need to know what scrips
are running at the Global and Queue level and an example of the "People"
listed when you do a reply on a ticket. In other words, I need more info to
accurately help you.

Kenn
LBNL

On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli <
sadusumilli at zetainteractive.com> wrote:

>  Hi All,
>
>
>
> Please suggest me how to stop duplicate emails which are receiving from RT.
>
>
>
> Thanks,
>
> Surendra
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Fri Sep 24 13:45:12 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 10:45:12 -0700
Subject: [rt-users] Autocreate ticket when sent an email
In-Reply-To: <4C9BC384.7040805@gmail.com>
References: <4C9BC384.7040805@gmail.com>
Message-ID: <AANLkTina+G+8M1Z8dK54SpW65Tj7o5H8GVv6dJ_e5k__@mail.gmail.com>

Ashrock,

If you're using any form of authentication for users, that will take
precedence before any Auto Add settings or Global/Queue privileges.

If you have all the auto add settings ("$AutoCreateNonexternalUsers ,1" &
"$AutoCreate, 'Privileged=>0 or 1") and the email user doesn't pass LDAP
(for example), then that user will NOT become a new user.

If that user DOES pass the Authentication process AND gets added due to you
auto create settings, THEN Global/Queue Privileges will matter.

Then, you have to ensure that the right notification scrips/templates are
enabled.

Does that help?

Kenn
LBNL

On Thu, Sep 23, 2010 at 2:15 PM, Ashrock <mdashraf.ash at gmail.com> wrote:

>  Hi,
>
> This is a quick question whose answer was not clear in the forums.
> May be if someone can answer will help in future for others too.
>
> RT should autocreate a ticket and send a confirmation to the requestor
> stating that a ticket has been created.
> So, does the requestor should be a member of the group or the queue it is
> sending onto.
> Does it have to connect to LDAP to search if the user exists in the A.D.
> Also ($AutoCreateNonexternalUsers ,1) is set, so does it create these users
> to RT when you just send an email to the respective queue.
> RT cannot bind to LDAP server. I get the below error when i try to bind to
> LDAP using ldapsearch.
>
> /# ldapsearch -h midcontinent.local -b "dc=midcontinent dc=local"
> ldap_sasl_interactive_bind_s: Can't contact LDAP server (-1)
>
> So, i am trying to see if the email will autocreate tickets and send a
> autoreply to the requestor.
> I have defined a scrip to Notify on Autocreate to the requestor in the
> group which i intend to send the email.
>
> Any help will be appreciated.
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Fri Sep 24 13:24:50 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 10:24:50 -0700
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTikn=VHTi1F_O8+pPc_a9Q1MH7V5PjRTh23OJMHU@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
	<AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
	<AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>
	<AANLkTikn=VHTi1F_O8+pPc_a9Q1MH7V5PjRTh23OJMHU@mail.gmail.com>
Message-ID: <AANLkTikijRAmufii=PemBCRb135Btz_Vj9OzwF9gMy5O@mail.gmail.com>

Fabrice,

Or maybe this instead:

Set($AutoCreate, 'UnPrivileged');

Kenn
LBNL

On Fri, Sep 24, 2010 at 10:16 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Fabrice,
>
> Try this and bounce it and let's see what happens:
>
> Set($AutoCreate, {UnPrivileged => 1});
>
> fingers crossed.
>
> Kenn
> LBNL
>
>
> On Fri, Sep 24, 2010 at 9:47 AM, Fabrice <fabrice82 at gmail.com> wrote:
>
>> Hello Kenneth,
>>
>> Thanks for your answer.
>> I have ever try to create manually user but i can't. I think i can
>> create it directly in the DB but i m afraid to change this brutaly.
>> For allow automatic adding of a user i have see this in KB :
>>
>> Adding in my RT_SiteConfig :
>>
>> Set($AutoCreate, {Privileged => 0});
>>
>> But i m not sure with the Privileged => 0, because i want the
>> autocreate user in Unpriveleged group.
>>
>> Thanks again :)
>>
>> Fabrice
>>
>>
>>
>> 2010/9/24 Kenneth Crocker <kfcrocker at lbl.gov>
>> >
>> > Fabrice,
>> >
>> > Could be a couple of things. If you're using ExternalAuth/LDAP/Whatever
>> and the From Email address doesn't pass muster with that process, that would
>> cause the problem. The User referred to in the From Email address is
>> obviously NOT on the User Table AND the error message says your
>> configuration set up doesn't allow adding someone. So, I think that either
>> you get that email/user defined in whatever method you use for ExternalAuth
>> OR you change your setting to allow automatic adding of a user OR add them
>> manually. Unless, of course, you find some other reason for the error.
>> That's all I can think of.
>> >
>> > Kenn
>> > LBNL
>> >
>> > On Fri, Sep 24, 2010 at 7:24 AM, Fabrice <fabrice82 at gmail.com> wrote:
>> >>
>> >> Hello Everybody,
>> >>
>> >> We have a strange problem on our RT, some of our user (on the same
>> domain) can't create a ticket. Rt won't create the user on the DB and log an
>> error message. Obviously everyone has the right for create and reply to
>> ticket.
>> >>
>> >> I have seen a mail on the list from Anne in May 2004 for the same error
>> who has fix in 3.0.1  (:o/)
>> >>
>> >> If someone has ever seen this error, i will be happy to have your point
>> of view on this problem.
>> >>
>> >> Error Log :
>> >> [Fri Sep 24 13:30:06 2010] [error]: RT could not load a valid user, and
>> RT's configuration does not allow for the creation of a new user for your
>> email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>> >> [Fri Sep 24 13:30:05 2010] [error]: RT could not load a valid user, and
>> RT's configuration does not allow
>> >> for the creation of a new user for this email (mkayne@***.fr). You
>> might need to grant 'Everyone' the right 'CreateTicket' for the
>> >> queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>> >>
>> >> Operating System : Linux rt1.universe.local 2.6.31-22-generic-pae
>> #65-Ubuntu SMP Thu Sep 16 16:02:41 UTC 2010 i686 GNU/Linux
>> >> Apache : Server version: Apache/2.2.12 (Ubuntu) - Server built:   Aug
>> 16 2010 17:37:49
>> >> Perl : This is perl, v5.10.0 built for i486-linux-gnu-thread-multi
>> >> Fetchmail :  version 6.3.9-rc2+GSS+NTLM+SDPS+SSL+NLS+KRB5 on IMAP with
>> exchange
>> >> Plugins RT :  'RT::Authen::ExternalAuth', 'RTx::EmailCompletion',
>> 'RT::FM'
>> >>
>> >> Thanks in advance,
>> >> Fabrice
>> >>
>> >>
>> >>
>> >>
>> >>
>> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> >> Last one this year -- Learn how to get the most out of RT!
>> >
>> >
>> >
>> > RT Training in Washington DC, USA on Oct 25 & 26 2010
>> > Last one this year -- Learn how to get the most out of RT!
>>
>
>
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From reuteras at gmail.com  Fri Sep 24 13:52:21 2010
From: reuteras at gmail.com (=?UTF-8?Q?Peter_Reuter=C3=A5s?=)
Date: Fri, 24 Sep 2010 19:52:21 +0200
Subject: [rt-users] Need help setting up Command Line RT
In-Reply-To: <16080B6460E00C4A881395258161C50403F2FEDC83@mail.bccmh.net>
References: <ActbUbPIVFoTraIoQ3+M/OEcFeSl3w==>
	<16080B6460E00C4A881395258161C50403F2FEDC83@mail.bccmh.net>
Message-ID: <AANLkTi=kFDeM3Hj6iJkynGtLmuCKrTKX78UVj1Rieq4U@mail.gmail.com>

Hi

On Thu, Sep 23, 2010 at 9:01 PM, Patton, Brandon <
Brandon.Patton at aspireindiana.org> wrote:

>  I?m running RT 3.8.7 on Fedora 13 and trying to setup running the CLI
> however I always get the ?Server error: Not Found (404)? error all the time.
> I?ve been searching and reading and tried the ?export? and ?.rtrc? methods
> and neither seem to work. The URL to RT is http://fedora/rt
>
>
What output do you get if you run the command

curl http://fedora/rt

If you don't get the RT first page your /etc/hosts file is probably missing
a line for the hostname "fedora".

/Peter
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From kfcrocker at lbl.gov  Fri Sep 24 13:30:01 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 10:30:01 -0700
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTikijRAmufii=PemBCRb135Btz_Vj9OzwF9gMy5O@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
	<AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
	<AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>
	<AANLkTikn=VHTi1F_O8+pPc_a9Q1MH7V5PjRTh23OJMHU@mail.gmail.com>
	<AANLkTikijRAmufii=PemBCRb135Btz_Vj9OzwF9gMy5O@mail.gmail.com>
Message-ID: <AANLkTik06CfF96zh1RPGX_U-fi-N7GV1Nn-c6U4qFp0j@mail.gmail.com>

Fabrice,

Maybe I should read the RT_Config file first before I send out crap. You
were right with the first config setting:

Set($AutoCreate, {Privileged => 0});

This will turn on AutoCreate and set them to Unprivileged (Privileged = 0
which is OFF).

Kenn
LBNL

On Fri, Sep 24, 2010 at 10:24 AM, Kenneth Crocker <kfcrocker at lbl.gov> wrote:

> Fabrice,
>
> Or maybe this instead:
>
> Set($AutoCreate, 'UnPrivileged');
>
> Kenn
> LBNL
>
>
> On Fri, Sep 24, 2010 at 10:16 AM, Kenneth Crocker <kfcrocker at lbl.gov>wrote:
>
>> Fabrice,
>>
>> Try this and bounce it and let's see what happens:
>>
>> Set($AutoCreate, {UnPrivileged => 1});
>>
>> fingers crossed.
>>
>> Kenn
>> LBNL
>>
>>
>> On Fri, Sep 24, 2010 at 9:47 AM, Fabrice <fabrice82 at gmail.com> wrote:
>>
>>> Hello Kenneth,
>>>
>>> Thanks for your answer.
>>> I have ever try to create manually user but i can't. I think i can
>>> create it directly in the DB but i m afraid to change this brutaly.
>>> For allow automatic adding of a user i have see this in KB :
>>>
>>> Adding in my RT_SiteConfig :
>>>
>>> Set($AutoCreate, {Privileged => 0});
>>>
>>> But i m not sure with the Privileged => 0, because i want the
>>> autocreate user in Unpriveleged group.
>>>
>>> Thanks again :)
>>>
>>> Fabrice
>>>
>>>
>>>
>>> 2010/9/24 Kenneth Crocker <kfcrocker at lbl.gov>
>>> >
>>> > Fabrice,
>>> >
>>> > Could be a couple of things. If you're using ExternalAuth/LDAP/Whatever
>>> and the From Email address doesn't pass muster with that process, that would
>>> cause the problem. The User referred to in the From Email address is
>>> obviously NOT on the User Table AND the error message says your
>>> configuration set up doesn't allow adding someone. So, I think that either
>>> you get that email/user defined in whatever method you use for ExternalAuth
>>> OR you change your setting to allow automatic adding of a user OR add them
>>> manually. Unless, of course, you find some other reason for the error.
>>> That's all I can think of.
>>> >
>>> > Kenn
>>> > LBNL
>>> >
>>> > On Fri, Sep 24, 2010 at 7:24 AM, Fabrice <fabrice82 at gmail.com> wrote:
>>> >>
>>> >> Hello Everybody,
>>> >>
>>> >> We have a strange problem on our RT, some of our user (on the same
>>> domain) can't create a ticket. Rt won't create the user on the DB and log an
>>> error message. Obviously everyone has the right for create and reply to
>>> ticket.
>>> >>
>>> >> I have seen a mail on the list from Anne in May 2004 for the same
>>> error who has fix in 3.0.1  (:o/)
>>> >>
>>> >> If someone has ever seen this error, i will be happy to have your
>>> point of view on this problem.
>>> >>
>>> >> Error Log :
>>> >> [Fri Sep 24 13:30:06 2010] [error]: RT could not load a valid user,
>>> and RT's configuration does not allow for the creation of a new user for
>>> your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>>> >> [Fri Sep 24 13:30:05 2010] [error]: RT could not load a valid user,
>>> and RT's configuration does not allow
>>> >> for the creation of a new user for this email (mkayne@***.fr). You
>>> might need to grant 'Everyone' the right 'CreateTicket' for the
>>> >> queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>>> >>
>>> >> Operating System : Linux rt1.universe.local 2.6.31-22-generic-pae
>>> #65-Ubuntu SMP Thu Sep 16 16:02:41 UTC 2010 i686 GNU/Linux
>>> >> Apache : Server version: Apache/2.2.12 (Ubuntu) - Server built:   Aug
>>> 16 2010 17:37:49
>>> >> Perl : This is perl, v5.10.0 built for i486-linux-gnu-thread-multi
>>> >> Fetchmail :  version 6.3.9-rc2+GSS+NTLM+SDPS+SSL+NLS+KRB5 on IMAP with
>>> exchange
>>> >> Plugins RT :  'RT::Authen::ExternalAuth', 'RTx::EmailCompletion',
>>> 'RT::FM'
>>> >>
>>> >> Thanks in advance,
>>> >> Fabrice
>>> >>
>>> >>
>>> >>
>>> >>
>>> >>
>>> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> >> Last one this year -- Learn how to get the most out of RT!
>>> >
>>> >
>>> >
>>> > RT Training in Washington DC, USA on Oct 25 & 26 2010
>>> > Last one this year -- Learn how to get the most out of RT!
>>>
>>
>>
>
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From sadusumilli at zetainteractive.com  Fri Sep 24 14:21:27 2010
From: sadusumilli at zetainteractive.com (Surendra Adusumilli)
Date: Fri, 24 Sep 2010 23:51:27 +0530
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>
References: <1a1001cb5c01$25e86120$71b92360$@com>
	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>
Message-ID: <1b6801cb5c15$5276b110$f7641330$@com>

Hi Kenn,

 

In this scenario even requestor is also getting the duplicate emails.

 

Thanks,

Surendra

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Friday, September 24, 2010 11:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT

 

Surendra,

Lots of possibilities here. You could have the same user as an Owner and
Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR
you could have them listed as Queue Watchers Cc's and also added them as
Cc's at the ticket level. OR someone doing a "Reply" adds them in as Cc's
and you have the scrip "Notify Others" enabled. I'd need to know what scrips
are running at the Global and Queue level and an example of the "People"
listed when you do a reply on a ticket. In other words, I need more info to
accurately help you.

Kenn
LBNL

On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli
<sadusumilli at zetainteractive.com> wrote:

Hi All, 

 

Please suggest me how to stop duplicate emails which are receiving from RT.

 

Thanks,

Surendra



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

 

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From kfcrocker at lbl.gov  Fri Sep 24 14:42:07 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 11:42:07 -0700
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <1b6801cb5c15$5276b110$f7641330$@com>
References: <1a1001cb5c01$25e86120$71b92360$@com>
	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>
	<1b6801cb5c15$5276b110$f7641330$@com>
Message-ID: <AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>

Surendra,

Did you check to see if the Requestor is listed in any other role or as a
ticket Cc in the email that created the ticket, etc>

Kenn
LBNL

On Fri, Sep 24, 2010 at 11:21 AM, Surendra Adusumilli <
sadusumilli at zetainteractive.com> wrote:

>  Hi Kenn,
>
>
>
> In this scenario even requestor is also getting the duplicate emails.
>
>
>
> Thanks,
>
> Surendra
>
>
>
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Friday, September 24, 2010 11:05 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Re: [rt-users] Reg ... Duplicate emails receiving from RT
>
>
>
> Surendra,
>
> Lots of possibilities here. You could have the same user as an Owner and
> Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR
> you could have them listed as Queue Watchers Cc's and also added them as
> Cc's at the ticket level. OR someone doing a "Reply" adds them in as Cc's
> and you have the scrip "Notify Others" enabled. I'd need to know what scrips
> are running at the Global and Queue level and an example of the "People"
> listed when you do a reply on a ticket. In other words, I need more info to
> accurately help you.
>
> Kenn
> LBNL
>
> On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli <
> sadusumilli at zetainteractive.com> wrote:
>
> Hi All,
>
>
>
> Please suggest me how to stop duplicate emails which are receiving from RT.
>
>
>
> Thanks,
>
> Surendra
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
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From sadusumilli at zetainteractive.com  Fri Sep 24 14:53:57 2010
From: sadusumilli at zetainteractive.com (Surendra Adusumilli)
Date: Sat, 25 Sep 2010 00:23:57 +0530
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>
References: <1a1001cb5c01$25e86120$71b92360$@com>	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>	<1b6801cb5c15$5276b110$f7641330$@com>
	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>
Message-ID: <1bb601cb5c19$dcef28f0$96cd7ad0$@com>

Yes Kenn, I verified and observed that his email address is not in CC or not
in other role. He is only the requestor. 

 

Thanks,

Surendra

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Saturday, September 25, 2010 12:12 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT

 

Surendra,

Did you check to see if the Requestor is listed in any other role or as a
ticket Cc in the email that created the ticket, etc>

Kenn
LBNL

On Fri, Sep 24, 2010 at 11:21 AM, Surendra Adusumilli
<sadusumilli at zetainteractive.com> wrote:

Hi Kenn,

 

In this scenario even requestor is also getting the duplicate emails.

 

Thanks,

Surendra

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Friday, September 24, 2010 11:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT

 

Surendra,

Lots of possibilities here. You could have the same user as an Owner and
Requestor and AdminCc and scrips to send all Those roles/watchers emails. OR
you could have them listed as Queue Watchers Cc's and also added them as
Cc's at the ticket level. OR someone doing a "Reply" adds them in as Cc's
and you have the scrip "Notify Others" enabled. I'd need to know what scrips
are running at the Global and Queue level and an example of the "People"
listed when you do a reply on a ticket. In other words, I need more info to
accurately help you.

Kenn
LBNL

On Fri, Sep 24, 2010 at 8:57 AM, Surendra Adusumilli
<sadusumilli at zetainteractive.com> wrote:

Hi All, 

 

Please suggest me how to stop duplicate emails which are receiving from RT.

 

Thanks,

Surendra



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

 

 

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From falcone at bestpractical.com  Fri Sep 24 15:04:28 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 24 Sep 2010 15:04:28 -0400
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <1bb601cb5c19$dcef28f0$96cd7ad0$@com>
References: <1a1001cb5c01$25e86120$71b92360$@com>
	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>
	<1b6801cb5c15$5276b110$f7641330$@com>
	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>
	<1bb601cb5c19$dcef28f0$96cd7ad0$@com>
Message-ID: <20100924190428.GK30110@jibsheet.com>

On Sat, Sep 25, 2010 at 12:23:57AM +0530, Surendra Adusumilli wrote:
>    Yes Kenn, I verified and observed that his email address is not in CC or not in other role. He
>    is only the requestor.

Please provide the Message-ID from both emails sent to the requestor

-kevin
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From sadusumilli at zetainteractive.com  Fri Sep 24 15:15:41 2010
From: sadusumilli at zetainteractive.com (Surendra Adusumilli)
Date: Sat, 25 Sep 2010 00:45:41 +0530
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <20100924190428.GK30110@jibsheet.com>
References: <1a1001cb5c01$25e86120$71b92360$@com>	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>	<1b6801cb5c15$5276b110$f7641330$@com>	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>	<1bb601cb5c19$dcef28f0$96cd7ad0$@com>
	<20100924190428.GK30110@jibsheet.com>
Message-ID: <1bdd01cb5c1c$e3131770$a9394650$@com>

Hi Kevin,

Below are the message ID's and bothe are went to requestor for same reply
with same content.

1. Message-ID:
<rt-3.8.2-2820-1285295987-1917.286420-6-0 at RT.ZetaInteractive.com>
2. Message-ID:
<rt-3.8.2-3295-1285295987-831.286420-6-0 at RT.ZetaInteractive.com>

Thanks,
Surendra

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Saturday, September 25, 2010 12:34 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT

On Sat, Sep 25, 2010 at 12:23:57AM +0530, Surendra Adusumilli wrote:
>    Yes Kenn, I verified and observed that his email address is not in CC
or not in other role. He
>    is only the requestor.

Please provide the Message-ID from both emails sent to the requestor

-kevin



From falcone at bestpractical.com  Fri Sep 24 15:58:28 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 24 Sep 2010 15:58:28 -0400
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <1bdd01cb5c1c$e3131770$a9394650$@com>
References: <1a1001cb5c01$25e86120$71b92360$@com>
	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>
	<1b6801cb5c15$5276b110$f7641330$@com>
	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>
	<1bb601cb5c19$dcef28f0$96cd7ad0$@com>
	<20100924190428.GK30110@jibsheet.com>
	<1bdd01cb5c1c$e3131770$a9394650$@com>
Message-ID: <20100924195828.GL30110@jibsheet.com>

On Sat, Sep 25, 2010 at 12:45:41AM +0530, Surendra Adusumilli wrote:
> Hi Kevin,
> 
> Below are the message ID's and bothe are went to requestor for same reply
> with same content.
> 
> 1. Message-ID:
> <rt-3.8.2-2820-1285295987-1917.286420-6-0 at RT.ZetaInteractive.com>
> 2. Message-ID:
> <rt-3.8.2-3295-1285295987-831.286420-6-0 at RT.ZetaInteractive.com>

That says that scrip 6 is running twice, but from 2 different
processes during the same second.  It is worth turning your RT logging
up above info, possible to debug, and triggering a correspond.  You'll
get a lot of detailed information about which scrips are choosing to
run and why and what mail is generated.

-kevin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Saturday, September 25, 2010 12:34 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT
> 
> On Sat, Sep 25, 2010 at 12:23:57AM +0530, Surendra Adusumilli wrote:
> >    Yes Kenn, I verified and observed that his email address is not in CC
> or not in other role. He
> >    is only the requestor.
> 
> Please provide the Message-ID from both emails sent to the requestor
> 
> -kevin
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From sadusumilli at zetainteractive.com  Fri Sep 24 16:04:38 2010
From: sadusumilli at zetainteractive.com (Surendra Adusumilli)
Date: Sat, 25 Sep 2010 01:34:38 +0530
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <20100924195828.GL30110@jibsheet.com>
References: <1a1001cb5c01$25e86120$71b92360$@com>	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>	<1b6801cb5c15$5276b110$f7641330$@com>	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>	<1bb601cb5c19$dcef28f0$96cd7ad0$@com>	<20100924190428.GK30110@jibsheet.com>	<1bdd01cb5c1c$e3131770$a9394650$@com>
	<20100924195828.GL30110@jibsheet.com>
Message-ID: <1c2701cb5c23$bf1bc4f0$3d534ed0$@com>

Hi Kevin,

Thanks for your information, Please let me know in what area I have to
debog. I am new to this.

Thanks,
Surendra

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Saturday, September 25, 2010 1:28 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT

On Sat, Sep 25, 2010 at 12:45:41AM +0530, Surendra Adusumilli wrote:
> Hi Kevin,
> 
> Below are the message ID's and bothe are went to requestor for same 
> reply with same content.
> 
> 1. Message-ID:
> <rt-3.8.2-2820-1285295987-1917.286420-6-0 at RT.ZetaInteractive.com>
> 2. Message-ID:
> <rt-3.8.2-3295-1285295987-831.286420-6-0 at RT.ZetaInteractive.com>

That says that scrip 6 is running twice, but from 2 different processes
during the same second.  It is worth turning your RT logging up above info,
possible to debug, and triggering a correspond.  You'll get a lot of
detailed information about which scrips are choosing to run and why and what
mail is generated.

-kevin

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin 
> Falcone
> Sent: Saturday, September 25, 2010 12:34 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT
> 
> On Sat, Sep 25, 2010 at 12:23:57AM +0530, Surendra Adusumilli wrote:
> >    Yes Kenn, I verified and observed that his email address is not 
> > in CC
> or not in other role. He
> >    is only the requestor.
> 
> Please provide the Message-ID from both emails sent to the requestor
> 
> -kevin
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this 
> year -- Learn how to get the most out of RT!



From jpierce at cambridgeenergyalliance.org  Fri Sep 24 16:06:21 2010
From: jpierce at cambridgeenergyalliance.org (Jerrad Pierce)
Date: Fri, 24 Sep 2010 16:06:21 -0400
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <1c2701cb5c23$bf1bc4f0$3d534ed0$@com>
References: <1a1001cb5c01$25e86120$71b92360$@com>
	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>
	<1b6801cb5c15$5276b110$f7641330$@com>
	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>
	<1bb601cb5c19$dcef28f0$96cd7ad0$@com>
	<20100924190428.GK30110@jibsheet.com>
	<1bdd01cb5c1c$e3131770$a9394650$@com>
	<20100924195828.GL30110@jibsheet.com>
	<1c2701cb5c23$bf1bc4f0$3d534ed0$@com>
Message-ID: <AANLkTi=Zjzd2i1Lni7W9GPNfZhOcq5L1EJV5Q3Cu_Hu0@mail.gmail.com>

> Thanks for your information, Please let me know in what area I have to
> debog. I am new to this.
Kevin suggested you change your log level in RT_SiteConfig to debug,
no actual code debugging required yet.


From kfcrocker at lbl.gov  Fri Sep 24 17:17:50 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 24 Sep 2010 14:17:50 -0700
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <AANLkTi=Zjzd2i1Lni7W9GPNfZhOcq5L1EJV5Q3Cu_Hu0@mail.gmail.com>
References: <1a1001cb5c01$25e86120$71b92360$@com>
	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>
	<1b6801cb5c15$5276b110$f7641330$@com>
	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>
	<1bb601cb5c19$dcef28f0$96cd7ad0$@com>
	<20100924190428.GK30110@jibsheet.com>
	<1bdd01cb5c1c$e3131770$a9394650$@com>
	<20100924195828.GL30110@jibsheet.com>
	<1c2701cb5c23$bf1bc4f0$3d534ed0$@com>
	<AANLkTi=Zjzd2i1Lni7W9GPNfZhOcq5L1EJV5Q3Cu_Hu0@mail.gmail.com>
Message-ID: <AANLkTi=DwS=34+1gaFv1-PQfCK5zp4Piqn0k07cnH+jP@mail.gmail.com>

Surendra,

Do you have any notification scrips for that particular Queue, as opposed to
just the Global notifications?

You should also check each scrip to see what action they are doing. One
might have been changed and is doing the same thing as some other scrip.

Kenn
LBNL

On Fri, Sep 24, 2010 at 1:06 PM, Jerrad Pierce <
jpierce at cambridgeenergyalliance.org> wrote:

> > Thanks for your information, Please let me know in what area I have to
> > debog. I am new to this.
> Kevin suggested you change your log level in RT_SiteConfig to debug,
> no actual code debugging required yet.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From cloos at netsandbox.de  Fri Sep 24 18:30:46 2010
From: cloos at netsandbox.de (Christian Loos)
Date: Sat, 25 Sep 2010 00:30:46 +0200
Subject: [rt-users] Outlook 2007 inserting multiple blank lines
In-Reply-To: <AANLkTinXC2nXd9K77V9YUNPoF0U0ZFGu5ENFKSGGgYXR@mail.gmail.com>
References: <AANLkTinXC2nXd9K77V9YUNPoF0U0ZFGu5ENFKSGGgYXR@mail.gmail.com>
Message-ID: <4C9D2696.7000707@netsandbox.de>

Hi Dustin,

here are the two commits for this bug:
http://github.com/bestpractical/rt/commit/58dfb2bbe12cf3979ae1682842af2407cbbbdf78

http://github.com/bestpractical/rt/commit/73756bbb6ce3e925713b03d783847f1f2f3db3c6

This only works if the mail from outlook contains the X-Mailer header
with the right values.

-Chris

Am 22.09.2010 18:01, schrieb Dustin Berube:
> Hello,
> 
> I've been having problems with people that send emails into RT from
> Outlook 2007 or 2010. If they reply to a message it keeps adding blank
> lines, overtime there are extremely large gaps in the email thread. I
> searched around on Google and found this thread
> http://www.gossamer-threads.com/lists/rt/users/94042 which mentions the
> problem. I followed Jesse's advice and copied the latest EmailParser.pm
> from git 3.8-trunk to /opt/rt3/lib/RT/EmailParser.pm however blank lines
> keep getting added to the messages.
> 
> I have cleaned the mason cache as well as restarting postfix and apache.
> 
> Thanks for the help.
> Dustin


From sadusumilli at zetainteractive.com  Fri Sep 24 19:34:47 2010
From: sadusumilli at zetainteractive.com (Surendra Adusumilli)
Date: Sat, 25 Sep 2010 05:04:47 +0530
Subject: [rt-users] Reg ... Duplicate emails receiving from RT
In-Reply-To: <AANLkTi=DwS=34+1gaFv1-PQfCK5zp4Piqn0k07cnH+jP@mail.gmail.com>
References: <1a1001cb5c01$25e86120$71b92360$@com>	<AANLkTi=RmMA+8RAB2G60=MDTbGRidJaKpU0386eNaCWp@mail.gmail.com>	<1b6801cb5c15$5276b110$f7641330$@com>	<AANLkTikgA+cpe=8W_aDELdK=-St4L=Ry10owBXiemu=v@mail.gmail.com>	<1bb601cb5c19$dcef28f0$96cd7ad0$@com>	<20100924190428.GK30110@jibsheet.com>	<1bdd01cb5c1c$e3131770$a9394650$@com>	<20100924195828.GL30110@jibsheet.com>	<1c2701cb5c23$bf1bc4f0$3d534ed0$@com>	<AANLkTi=Zjzd2i1Lni7W9GPNfZhOcq5L1EJV5Q3Cu_Hu0@mail.gmail.com>
	<AANLkTi=DwS=34+1gaFv1-PQfCK5zp4Piqn0k07cnH+jP@mail.gmail.com>
Message-ID: <00bc01cb5c41$155bf9d0$4013ed70$@com>

Hi Kenn,

 

I will verify and let you know the details.

 

Thanks,

Surendra

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Saturday, September 25, 2010 2:48 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reg ... Duplicate emails receiving from RT

 

Surendra,

Do you have any notification scrips for that particular Queue, as opposed to
just the Global notifications?

You should also check each scrip to see what action they are doing. One
might have been changed and is doing the same thing as some other scrip.

Kenn
LBNL

On Fri, Sep 24, 2010 at 1:06 PM, Jerrad Pierce
<jpierce at cambridgeenergyalliance.org> wrote:

> Thanks for your information, Please let me know in what area I have to
> debog. I am new to this.

Kevin suggested you change your log level in RT_SiteConfig to debug,
no actual code debugging required yet.


RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

 

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From john at iastate.edu  Sun Sep 26 00:03:08 2010
From: john at iastate.edu (John Hascall)
Date: Sat, 25 Sep 2010 23:03:08 CDT
Subject: [rt-users] scrip code sharing?
Message-ID: <4310.1285473788@malison.ait.iastate.edu>


I have two scrips that "share" what has become a fairly
substanial bit of code -- is there some way for them to
actually share the common code instead of having two copies
of it?

Thanks,
John


From payam at rasana.net  Sun Sep 26 02:13:13 2010
From: payam at rasana.net (Payam Poursaied)
Date: Sun, 26 Sep 2010 09:43:13 +0330
Subject: [rt-users] refine Watch and WatchAsAdminCc or new role?
Message-ID: <172001cb5d41$eaab1890$c00149b0$@net>

Hi

The following is a scenario which we are facing with it in our company:

We have an IT department which serves all the company. 

 

One of the departments has several equivalent supervisors. Each of the
supervisors can send  request to the IT department, but they would like all
of the supervisors get update on progress of tickets.

 

I was thinking about the following solution:

grant "Requestor" with Watch permission in the mentioned queue (and also
showtickets and some other show.) and ask them whenever they create a
ticket, they themselves, go and add the group of Supervisors in the CC
watcher.

 

It seems that with Watch permission, it is only possible to add self to the
list of watchers not anyone else. 

 

First Is there any idea to solve this scenario?

Second, what about defining new permission level/or modify the logic of
current "Watch" and "WatchAsAdminCc" to allow add others as a watcher?

 

Best Regards 

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From stevodevo at gmail.com  Mon Sep 27 00:22:20 2010
From: stevodevo at gmail.com (Steve Berg)
Date: Mon, 27 Sep 2010 14:22:20 +1000
Subject: [rt-users] Resolution Email Not Working
Message-ID: <AANLkTikKijc6NRD5NiasX28vdfO5vR7SVT8NN93_5a9X@mail.gmail.com>

I just noticed my On Resolve scrips are not working.  I tried to add a
second one that sends out a survey once the ticket is resolved but during my
testing I never got the survey email or the ticket is resolved email.

I checked the logs and found the following error:

Sep 27 14:16:58 bne-cos1 RT: <
rt-3.8.8-4938-1285561018-1698.102-10-0 at example.com> #102/1372 - Scrip 10 On
Resolve Notify Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
Sep 27 14:16:58 bne-cos1 RT: <
rt-3.8.8-4938-1285561018-1698.102-10-0 at example.com> No recipients found. Not
sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)

Sep 27 14:12:36 bne-cos1 RT: <
rt-3.8.8-4941-1285560756-1024.102-13-0 at example.com> #102/1367 - Scrip 13 On
Resolve Launch Survey (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
Sep 27 14:12:36 bne-cos1 RT: <
rt-3.8.8-4941-1285560756-1024.102-13-0 at example.com> No recipients found. Not
sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)

There is definitely a requestor set in the ticket so I'm not sure why it's
not sending.  The scrip is set up as follows (standard out the box resolve
scrip):

Desc: On Resolve Notify Requestors
Condition:  On Resolve
Action: Notify Requestors
Template: Global Template: Resolved
Stage: TransactionCreate

Any ideas?

-Steve
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From fabrice82 at gmail.com  Mon Sep 27 09:19:33 2010
From: fabrice82 at gmail.com (Fabrice)
Date: Mon, 27 Sep 2010 15:19:33 +0200
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTinhWxCPUdve=8Hfo0T0t9+g25UCVTF2KqdTYeev@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
	<AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
	<AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>
	<AANLkTikn=VHTi1F_O8+pPc_a9Q1MH7V5PjRTh23OJMHU@mail.gmail.com>
	<AANLkTikijRAmufii=PemBCRb135Btz_Vj9OzwF9gMy5O@mail.gmail.com>
	<AANLkTik06CfF96zh1RPGX_U-fi-N7GV1Nn-c6U4qFp0j@mail.gmail.com>
	<AANLkTinhWxCPUdve=8Hfo0T0t9+g25UCVTF2KqdTYeev@mail.gmail.com>
Message-ID: <AANLkTikyyGHaRJ4rJSRBLmC8P30F4c7Cex2MuYcuv+Cs@mail.gmail.com>

Hello Kenneth, and thanx for all your answers :).

This morning i have try to set "Set($AutoCreate, {Privileged => 0});" but it
seems not working :

- That is what i have in my rt log :
*[Mon Sep 27 12:10:33 2010] [crit]: User creation failed in mailgateway:
Could not set user info (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)*
*[Mon Sep 27 12:10:33 2010] [warning]: Couldn't load user
'jparker@***.fr'.giving
up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947)*
*[Mon Sep 27 12:10:33 2010] [crit]: User  'jparker@***.fr' could not be
loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)*
*[Mon Sep 27 12:10:33 2010] [error]: RT could not load a valid user, and
RT's configuration does not allow*
*for the creation of a new user for this email (jparker@***.fr).*
*
*
*You might need to grant 'Everyone' the right 'CreateTicket' for the*
*queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)*
*[Mon Sep 27 12:10:33 2010] [error]: RT could not load a valid user, and
RT's configuration does not allow*
*for the creation of a new user for your email.
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)*
*[Mon Sep 27 12:10:33 2010] [error]: Could not record email: Could not load
a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)*
*[Mon Sep 27 12:14:35 2010] [warning]: Couldn't load object RT::Transaction
#0 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:1595)*
*[Mon Sep 27 12:16:17 2010] [warning]: Couldn't load object RT::Transaction
#0 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:1595)*

- i have receive this mail (on rt Owner Emailadress)  :
*RT could not load a valid user, and RT's configuration does not allow for
the creation of a new user for this email (jparker@***.fr).*

You might need to grant 'Everyone' the right 'CreateTicket' for the queue
Support_B2C.

In the log we can read : *Could not set user info * do you thnk that can be
the source of the problem ?

Thanks in advance,
Fabrice
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From gleduc at mail.sdsu.edu  Mon Sep 27 11:07:12 2010
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 27 Sep 2010 08:07:12 -0700
Subject: [rt-users] scrip code sharing?
In-Reply-To: <4310.1285473788@malison.ait.iastate.edu>
References: <4310.1285473788@malison.ait.iastate.edu>
Message-ID: <4CA0B320.7040503@mail.sdsu.edu>

Hi John,

On 9/25/2010 9:03 PM, John Hascall wrote:
>
> I have two scrips that "share" what has become a fairly
> substanial bit of code -- is there some way for them to
> actually share the common code instead of having two copies
> of it?

I have a few functions that I use a lot also (RT 3.6.3).  I put them at 
the end of RT_SiteConfig.pm.  Here's the skeleton for one of them:

### Return true if argument is e-mail address in one of my domains,
### else undef
{ package RT::Action::UserDefined;
   sub EmailInMyDomain {
     ### your code here
     return undef;
   }
1;
}

I call it from a scrip like so:
   my $test2 = ! EmailInMyDomain($sender);

There are probably better ways to do this, but this one works for me.

Regards,
Gene


From val at polyakov.me  Mon Sep 27 11:14:38 2010
From: val at polyakov.me (Val Polyakov)
Date: Mon, 27 Sep 2010 11:14:38 -0400
Subject: [rt-users] ldap externalauth problem
Message-ID: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>

Trying to get my RT 3.8.8 on RHEL5 to authenticate against our corporate AD.

I followed this guide here:
http://wiki.bestpractical.com/view/CentOS5InstallPlusSome

I also checked that apache has access to over here (RT-Authen-ExternalAuth
dir was chgrp -R'ed and chmod -R 770'ed):

[root at rt plugins]# pwd
/opt/rt3/local/plugins
[root at rt plugins]# ls -ltr
total 4
drwxrwx--- 5 root apache 4096 Sep 13 14:16 RT-Authen-ExternalAuth
[root at rt plugins]# ps awwwux |grep httpd
root      2313  0.1  4.1 348008 83360 ?        Ss   10:32   0:02
/usr/sbin/httpd
apache    2317  0.0  4.1 350272 82612 ?        S    10:32   0:00
/usr/sbin/httpd
apache    2318  0.0  4.1 350272 82616 ?        S    10:32   0:00
/usr/sbin/httpd
apache    2319  0.0  4.0 348204 82216 ?        S    10:32   0:00
/usr/sbin/httpd
apache    2320  0.0  4.1 350272 82684 ?        S    10:32   0:00
/usr/sbin/httpd
apache    2321  0.0  4.1 350928 83388 ?        S    10:32   0:00
/usr/sbin/httpd
apache    2322  0.0  4.1 350272 82616 ?        S    10:32   0:00
/usr/sbin/httpd
apache    2323  0.0  4.1 350272 82616 ?        S    10:32   0:00
/usr/sbin/httpd
apache    2324  0.0  4.1 350668 83172 ?        S    10:32   0:00
/usr/sbin/httpd
root      3537  0.0  0.0  61148   708 pts/0    R+   11:06   0:00 grep httpd
[root at rt plugins]#

when I set this up and tried to login with my AD account for the first
time, here's what I saw in /var/log/httpd/error_log :


[root at rt autohandler]# tail -f /var/log/httpd/error_log
[Mon Sep 27 14:32:29 2010] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: 101
Truman Avenue, City: Yonkers, Country: United States, Disabled: 0,
EmailAddress: vpolyakov at consumer.org, ExternalAuthId: POLYVA, Gecos:
POLYVA, Name: POLYVA, Organization: 1-8D, Privileged: 0, RealName:
Polyakov, Valeriy, State: NY, WorkPhone: (914) 378-2577, Zip: 10703
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Mon Sep 27 14:32:29 2010] [info]: Autocreated external user POLYVA ( 36 )
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)
[Mon Sep 27 14:32:29 2010] [info]: My_LDAP AUTH FAILED: polyva
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)

...

And ever since then when I try to login I only see this:

[Mon Sep 27 14:52:31 2010] [info]: My_LDAP AUTH FAILED: polyva
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
[Mon Sep 27 14:52:31 2010] [error]: FAILED LOGIN for polyva from
192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)


my /opt/rt3/etc/RT_SiteConfig.pm and
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc are attached


Any suggestions?
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From John.Alberts at exlibrisgroup.com  Mon Sep 27 12:01:20 2010
From: John.Alberts at exlibrisgroup.com (John Alberts)
Date: Mon, 27 Sep 2010 11:01:20 -0500
Subject: [rt-users] ldap externalauth problem
In-Reply-To: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>
References: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>
Message-ID: <4CB3E05044AE6D47989FF271DEF16ADA0776B83D@us-ex02.Corp.Exlibrisgroup.com>

Val,
Have you verified that ldapsearch works for you on this box?

I used something like this to test:


ldapsearch -LLL -x -H ldap://<ldap server>:389 -b 'DC=corp,DC=something,DC=com' -D 'ldapuser at corp.something.com' -w '<ldapuser password>' '(&(ObjectClass=Person)(cn=<username to search for))'


I had to request from our Windows AD guys to allow the ldapuser to be able to read all user information.  I also had to have them open the firewall to our server, because by default, they only allow certain servers to query the AD servers.

John



On 09/27/2010 10:14 AM, Val Polyakov wrote: 

	Trying to get my RT 3.8.8 on RHEL5 to authenticate against our corporate AD.
	
	I followed this guide here:
	http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
	
	I also checked that apache has access to over here (RT-Authen-ExternalAuth
	dir was chgrp -R'ed and chmod -R 770'ed):
	
	[root at rt plugins]# pwd
	/opt/rt3/local/plugins
	[root at rt plugins]# ls -ltr
	total 4
	drwxrwx--- 5 root apache 4096 Sep 13 14:16 RT-Authen-ExternalAuth
	[root at rt plugins]# ps awwwux |grep httpd
	root      2313  0.1  4.1 348008 83360 ?        Ss   10:32   0:02
	/usr/sbin/httpd
	apache    2317  0.0  4.1 350272 82612 ?        S    10:32   0:00
	/usr/sbin/httpd
	apache    2318  0.0  4.1 350272 82616 ?        S    10:32   0:00
	/usr/sbin/httpd
	apache    2319  0.0  4.0 348204 82216 ?        S    10:32   0:00
	/usr/sbin/httpd
	apache    2320  0.0  4.1 350272 82684 ?        S    10:32   0:00
	/usr/sbin/httpd
	apache    2321  0.0  4.1 350928 83388 ?        S    10:32   0:00
	/usr/sbin/httpd
	apache    2322  0.0  4.1 350272 82616 ?        S    10:32   0:00
	/usr/sbin/httpd
	apache    2323  0.0  4.1 350272 82616 ?        S    10:32   0:00
	/usr/sbin/httpd
	apache    2324  0.0  4.1 350668 83172 ?        S    10:32   0:00
	/usr/sbin/httpd
	root      3537  0.0  0.0  61148   708 pts/0    R+   11:06   0:00 grep httpd
	[root at rt plugins]#
	
	when I set this up and tried to login with my AD account for the first
	time, here's what I saw in /var/log/httpd/error_log :
	
	
	[root at rt autohandler]# tail -f /var/log/httpd/error_log
	[Mon Sep 27 14:32:29 2010] [info]:
	RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: 101
	Truman Avenue, City: Yonkers, Country: United States, Disabled: 0,
	EmailAddress: vpolyakov at consumer.org, ExternalAuthId: POLYVA, Gecos:
	POLYVA, Name: POLYVA, Organization: 1-8D, Privileged: 0, RealName:
	Polyakov, Valeriy, State: NY, WorkPhone: (914) 378-2577, Zip: 10703
	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
	[Mon Sep 27 14:32:29 2010] [info]: Autocreated external user POLYVA ( 36 )
	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)
	[Mon Sep 27 14:32:29 2010] [info]: My_LDAP AUTH FAILED: polyva
	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
	
	....
	
	And ever since then when I try to login I only see this:
	
	[Mon Sep 27 14:52:31 2010] [info]: My_LDAP AUTH FAILED: polyva
	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
	[Mon Sep 27 14:52:31 2010] [error]: FAILED LOGIN for polyva from
	192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
	
	
	my /opt/rt3/etc/RT_SiteConfig.pm and
	/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc are attached
	
	
	Any suggestions?
	
	
	
	RT Training in Washington DC, USA on Oct 25 & 26 2010
	Last one this year -- Learn how to get the most out of RT!


-- 
John Alberts
Hosted Services
Exlibris USA
john.alberts at exlibrisgroup.com
cell: 1-508-878-2197
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From jesse at bestpractical.com  Mon Sep 27 12:00:00 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 27 Sep 2010 12:00:00 -0400
Subject: [rt-users] Unable to access site after reboot
In-Reply-To: <7288D49C0448E840B752320350AFA94E3960A3F1@ITS-HCWNEM03.ds.Vanderbilt.edu>
References: <7288D49C0448E840B752320350AFA94E3960A3F1@ITS-HCWNEM03.ds.Vanderbilt.edu>
Message-ID: <20100927155959.GB16001@bestpractical.com>




On Fri, Sep 24, 2010 at 07:16:08AM -0500, Poulter,   Dale wrote:
> We have been running RT 387 for several months without any issues.  However,  after a reboot of the server the site is not accessible.  When we attempt to access the site we get prompted to download the file.  This appears to point to a module not being loaded but no errors seem to be generated.  Have any one experienced this and resolved it?  Any suggestions?  Thanks.
> 

I bet you're running RedHat Enterprise 5.5 and RHN "upgraded" your Perl, breaking modules that RT depends on.

-Jesse


From kfcrocker at lbl.gov  Mon Sep 27 12:36:50 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 27 Sep 2010 09:36:50 -0700
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTikyyGHaRJ4rJSRBLmC8P30F4c7Cex2MuYcuv+Cs@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
	<AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
	<AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>
	<AANLkTikn=VHTi1F_O8+pPc_a9Q1MH7V5PjRTh23OJMHU@mail.gmail.com>
	<AANLkTikijRAmufii=PemBCRb135Btz_Vj9OzwF9gMy5O@mail.gmail.com>
	<AANLkTik06CfF96zh1RPGX_U-fi-N7GV1Nn-c6U4qFp0j@mail.gmail.com>
	<AANLkTinhWxCPUdve=8Hfo0T0t9+g25UCVTF2KqdTYeev@mail.gmail.com>
	<AANLkTikyyGHaRJ4rJSRBLmC8P30F4c7Cex2MuYcuv+Cs@mail.gmail.com>
Message-ID: <AANLkTikByNpyHe9DA=6TJPq0T7HrTo7B-UZahtSKNHTS@mail.gmail.com>

Fabrice,

Not the cause, but giving a hint as to the cause. We need to see* WHY* a
particular user's info can't be set.

Are you using ExternalAuth and what form? LDAP?
If LDAP, what do you have for this setting:

*Set($AutoCreateNonExternalUsers, 0);*


Kenn

LBNL
**


On Mon, Sep 27, 2010 at 6:19 AM, Fabrice <fabrice82 at gmail.com> wrote:

> Hello Kenneth, and thanx for all your answers :).
>
> This morning i have try to set "Set($AutoCreate, {Privileged => 0});" but
> it seems not working :
>
> - That is what i have in my rt log :
> *[Mon Sep 27 12:10:33 2010] [crit]: User creation failed in mailgateway:
> Could not set user info (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)*
> *[Mon Sep 27 12:10:33 2010] [warning]: Couldn't load user 'jparker@***.fr'.giving
> up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:947)*
> *[Mon Sep 27 12:10:33 2010] [crit]: User  'jparker@***.fr' could not be
> loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
> *
> *[Mon Sep 27 12:10:33 2010] [error]: RT could not load a valid user, and
> RT's configuration does not allow*
> *for the creation of a new user for this email (jparker@***.fr).*
> *
> *
> *You might need to grant 'Everyone' the right 'CreateTicket' for the*
> *queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)*
> *[Mon Sep 27 12:10:33 2010] [error]: RT could not load a valid user, and
> RT's configuration does not allow*
> *for the creation of a new user for your email.
> (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)*
> *[Mon Sep 27 12:10:33 2010] [error]: Could not record email: Could not
> load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)*
> *[Mon Sep 27 12:14:35 2010] [warning]: Couldn't load object
> RT::Transaction #0 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:1595)*
> *[Mon Sep 27 12:16:17 2010] [warning]: Couldn't load object
> RT::Transaction #0 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:1595)*
>
> - i have receive this mail (on rt Owner Emailadress)  :
> *RT could not load a valid user, and RT's configuration does not allow for
> the creation of a new user for this email (jparker@***.fr).*
>
> You might need to grant 'Everyone' the right 'CreateTicket' for the queue
> Support_B2C.
>
> In the log we can read : *Could not set user info * do you thnk that can
> be the source of the problem ?
>
> Thanks in advance,
> Fabrice
>
>
>
>
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From kfcrocker at lbl.gov  Mon Sep 27 12:42:02 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 27 Sep 2010 09:42:02 -0700
Subject: [rt-users] Resolution Email Not Working
In-Reply-To: <AANLkTikKijc6NRD5NiasX28vdfO5vR7SVT8NN93_5a9X@mail.gmail.com>
References: <AANLkTikKijc6NRD5NiasX28vdfO5vR7SVT8NN93_5a9X@mail.gmail.com>
Message-ID: <AANLkTinRNELdswbOdN8tt9ScEjaDG8saG_tNnRsyTBAi@mail.gmail.com>

Steve,

Were you the Requestor?

Kenn
LBNL

On Sun, Sep 26, 2010 at 9:22 PM, Steve Berg <stevodevo at gmail.com> wrote:

> I just noticed my On Resolve scrips are not working.  I tried to add a
> second one that sends out a survey once the ticket is resolved but during my
> testing I never got the survey email or the ticket is resolved email.
>
> I checked the logs and found the following error:
>
> Sep 27 14:16:58 bne-cos1 RT: <
> rt-3.8.8-4938-1285561018-1698.102-10-0 at example.com> #102/1372 - Scrip 10
> On Resolve Notify Requestors
> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
> Sep 27 14:16:58 bne-cos1 RT: <
> rt-3.8.8-4938-1285561018-1698.102-10-0 at example.com> No recipients found.
> Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)
>
> Sep 27 14:12:36 bne-cos1 RT: <
> rt-3.8.8-4941-1285560756-1024.102-13-0 at example.com> #102/1367 - Scrip 13
> On Resolve Launch Survey (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
> Sep 27 14:12:36 bne-cos1 RT: <
> rt-3.8.8-4941-1285560756-1024.102-13-0 at example.com> No recipients found.
> Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)
>
> There is definitely a requestor set in the ticket so I'm not sure why it's
> not sending.  The scrip is set up as follows (standard out the box resolve
> scrip):
>
> Desc: On Resolve Notify Requestors
> Condition:  On Resolve
> Action: Notify Requestors
> Template: Global Template: Resolved
> Stage: TransactionCreate
>
> Any ideas?
>
> -Steve
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From fabrice82 at gmail.com  Mon Sep 27 12:41:46 2010
From: fabrice82 at gmail.com (Fabrice)
Date: Mon, 27 Sep 2010 18:41:46 +0200
Subject: [rt-users] RT could not load a valid user
In-Reply-To: <AANLkTik06CfF96zh1RPGX_U-fi-N7GV1Nn-c6U4qFp0j@mail.gmail.com>
References: <AANLkTi=C6TjKT=Ndk64eVg4pT=utZ=G40tTpvQqvojwD@mail.gmail.com>
	<AANLkTikW_yew3MxbRSw_YpQqdmFH_Zg3Zzc+6NVVWAJU@mail.gmail.com>
	<AANLkTimxchYR4+4DZTA5NKJFupKMjsH_KFAWCxa5k5w4@mail.gmail.com>
	<AANLkTikn=VHTi1F_O8+pPc_a9Q1MH7V5PjRTh23OJMHU@mail.gmail.com>
	<AANLkTikijRAmufii=PemBCRb135Btz_Vj9OzwF9gMy5O@mail.gmail.com>
	<AANLkTik06CfF96zh1RPGX_U-fi-N7GV1Nn-c6U4qFp0j@mail.gmail.com>
Message-ID: <AANLkTin506Qtsu=rt07CUSD_1A8cbVhwSE-S6Fdu7b44@mail.gmail.com>

Hey Kenneth,

It was the problem i have set : Set($AutoCreateNonExternalUsers,    1); from
Set($AutoCreateNonExternalUsers,    0); and it fixed my problem.
Thanks very much for your help ! :)

Have a good day / night !
Fabrice



2010/9/24 Kenneth Crocker <kfcrocker at lbl.gov>

> Fabrice,
>
> Maybe I should read the RT_Config file first before I send out crap. You
> were right with the first config setting:
>
> Set($AutoCreate, {Privileged => 0});
>
> This will turn on AutoCreate and set them to Unprivileged (Privileged = 0
> which is OFF).
>
> Kenn
> LBNL
>
>
> On Fri, Sep 24, 2010 at 10:24 AM, Kenneth Crocker <kfcrocker at lbl.gov>wrote:
>
>> Fabrice,
>>
>> Or maybe this instead:
>>
>> Set($AutoCreate, 'UnPrivileged');
>>
>> Kenn
>> LBNL
>>
>>
>> On Fri, Sep 24, 2010 at 10:16 AM, Kenneth Crocker <kfcrocker at lbl.gov>wrote:
>>
>>> Fabrice,
>>>
>>> Try this and bounce it and let's see what happens:
>>>
>>> Set($AutoCreate, {UnPrivileged => 1});
>>>
>>> fingers crossed.
>>>
>>> Kenn
>>> LBNL
>>>
>>>
>>> On Fri, Sep 24, 2010 at 9:47 AM, Fabrice <fabrice82 at gmail.com> wrote:
>>>
>>>> Hello Kenneth,
>>>>
>>>> Thanks for your answer.
>>>> I have ever try to create manually user but i can't. I think i can
>>>> create it directly in the DB but i m afraid to change this brutaly.
>>>> For allow automatic adding of a user i have see this in KB :
>>>>
>>>> Adding in my RT_SiteConfig :
>>>>
>>>> Set($AutoCreate, {Privileged => 0});
>>>>
>>>> But i m not sure with the Privileged => 0, because i want the
>>>> autocreate user in Unpriveleged group.
>>>>
>>>> Thanks again :)
>>>>
>>>> Fabrice
>>>>
>>>>
>>>>
>>>> 2010/9/24 Kenneth Crocker <kfcrocker at lbl.gov>
>>>> >
>>>> > Fabrice,
>>>> >
>>>> > Could be a couple of things. If you're using
>>>> ExternalAuth/LDAP/Whatever and the From Email address doesn't pass muster
>>>> with that process, that would cause the problem. The User referred to in the
>>>> From Email address is obviously NOT on the User Table AND the error message
>>>> says your configuration set up doesn't allow adding someone. So, I think
>>>> that either you get that email/user defined in whatever method you use for
>>>> ExternalAuth OR you change your setting to allow automatic adding of a user
>>>> OR add them manually. Unless, of course, you find some other reason for the
>>>> error. That's all I can think of.
>>>> >
>>>> > Kenn
>>>> > LBNL
>>>> >
>>>> > On Fri, Sep 24, 2010 at 7:24 AM, Fabrice <fabrice82 at gmail.com> wrote:
>>>> >>
>>>> >> Hello Everybody,
>>>> >>
>>>> >> We have a strange problem on our RT, some of our user (on the same
>>>> domain) can't create a ticket. Rt won't create the user on the DB and log an
>>>> error message. Obviously everyone has the right for create and reply to
>>>> ticket.
>>>> >>
>>>> >> I have seen a mail on the list from Anne in May 2004 for the same
>>>> error who has fix in 3.0.1  (:o/)
>>>> >>
>>>> >> If someone has ever seen this error, i will be happy to have your
>>>> point of view on this problem.
>>>> >>
>>>> >> Error Log :
>>>> >> [Fri Sep 24 13:30:06 2010] [error]: RT could not load a valid user,
>>>> and RT's configuration does not allow for the creation of a new user for
>>>> your email. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>>>> >> [Fri Sep 24 13:30:05 2010] [error]: RT could not load a valid user,
>>>> and RT's configuration does not allow
>>>> >> for the creation of a new user for this email (mkayne@***.fr). You
>>>> might need to grant 'Everyone' the right 'CreateTicket' for the
>>>> >> queue Support_B2C. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
>>>> >>
>>>> >> Operating System : Linux rt1.universe.local 2.6.31-22-generic-pae
>>>> #65-Ubuntu SMP Thu Sep 16 16:02:41 UTC 2010 i686 GNU/Linux
>>>> >> Apache : Server version: Apache/2.2.12 (Ubuntu) - Server built:   Aug
>>>> 16 2010 17:37:49
>>>> >> Perl : This is perl, v5.10.0 built for i486-linux-gnu-thread-multi
>>>> >> Fetchmail :  version 6.3.9-rc2+GSS+NTLM+SDPS+SSL+NLS+KRB5 on IMAP
>>>> with exchange
>>>> >> Plugins RT :  'RT::Authen::ExternalAuth', 'RTx::EmailCompletion',
>>>> 'RT::FM'
>>>> >>
>>>> >> Thanks in advance,
>>>> >> Fabrice
>>>> >>
>>>> >>
>>>> >>
>>>> >>
>>>> >>
>>>> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> >> Last one this year -- Learn how to get the most out of RT!
>>>> >
>>>> >
>>>> >
>>>> > RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>> > Last one this year -- Learn how to get the most out of RT!
>>>>
>>>
>>>
>>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Mon Sep 27 12:52:45 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 27 Sep 2010 09:52:45 -0700
Subject: [rt-users] refine Watch and WatchAsAdminCc or new role?
In-Reply-To: <172001cb5d41$eaab1890$c00149b0$@net>
References: <172001cb5d41$eaab1890$c00149b0$@net>
Message-ID: <AANLkTi==Jc-xuiXHOroakAe22TPG2J_E37TQPrYdY_+W@mail.gmail.com>

Payam,

I can think of a couple ways to do this.
First off, it sounds like all those supervisors shouild be in a group with
the same privileges. We NEVER grant rights to individual users. Too much
maintenance in the long term and too difficult to resolve rights issues when
some rights are granted to users and some to groups and many rights granted
redundantly.
Once you have them all in a group, you can write a scrip to add them as
ticket Cc watchers for any ticket when the From address is from one of those
in that group. Once that is done, they will get emails notifications for any
scrip you create for that Queue.
You can also, create a scrip to add all Cc's from an email to the ticket as
Cc watchers for that ticket for a specific Queue. That way, whenever they
send in an email they just have to make sure the other supervisors are
listed as Cc's in the email and the scrip will add them.
Those are just a couple ways, first off. but I'm sure there are a couple
others using rights and groups, etc.

Kenn
LBNL

On Sat, Sep 25, 2010 at 11:13 PM, Payam Poursaied <payam at rasana.net> wrote:

>  Hi
>
> The following is a scenario which we are facing with it in our company:
>
> We have an IT department which serves all the company.
>
>
>
> One of the departments has several equivalent supervisors. Each of the
> supervisors can send  request to the IT department, but they would like all
> of the supervisors get update on progress of tickets.
>
>
>
> I was thinking about the following solution:
>
> grant ?Requestor? with Watch permission in the mentioned queue (and also
> showtickets and some other show?) and ask them whenever they create a
> ticket, they themselves, go and add the group of Supervisors in the CC
> watcher.
>
>
>
> It seems that with Watch permission, it is only possible to add self to the
> list of watchers not anyone else.
>
>
>
> First Is there any idea to solve this scenario?
>
> Second, what about defining new permission level/or modify the logic of
> current ?Watch? and ?WatchAsAdminCc? to allow add others as a watcher?
>
>
>
> Best Regards
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From val at polyakov.me  Mon Sep 27 13:19:35 2010
From: val at polyakov.me (Val Polyakov)
Date: Mon, 27 Sep 2010 13:19:35 -0400
Subject: [rt-users] ldap externalauth problem
In-Reply-To: <4CB3E05044AE6D47989FF271DEF16ADA0776B83D@us-ex02.Corp.Exlibrisgroup.com>
References: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>
	<4CB3E05044AE6D47989FF271DEF16ADA0776B83D@us-ex02.Corp.Exlibrisgroup.com>
Message-ID: <1a6480b12bb517d4ffea9e93d3d579e8.squirrel@yoda.im>

ldapsearch works, i can find myself using:

ldapsearch -LLL -x -H ldap://ADserver:389 -b
'ou=users,ou=yonkers,dc=mydomain,dc=org' -D 'cn=rt,ou=Service
Accounts,ou=Users,ou=HIGHSECURITY,dc=mydomain,dc=org' -w 'rtPassword'
'(&(ObjectClass=Person)(cn=Polyakov, Valeriy))'


I also turned on debug loging for externalauth, and here's what I see in
the log. the password im providing is correct, it seems to be able to find
my account, but then I get an auth failure..  why ? :/


[Mon Sep 27 17:11:18 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Sep 27 17:11:18 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Sep 27 17:11:18 2010] [debug]: Calling UserExists with $username
(polyva) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Sep 27 17:11:18 2010] [debug]: UserExists params:
username: polyva , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
(&(&(ObjectCategory=User))(sAMAccountName=polyva)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Mon Sep 27 17:11:18 2010] [debug]: Password validation required for
service - Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Mon Sep 27 17:11:18 2010] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=consumer,dc=org == Filter:
(&(sAMAccountName=polyva)(&(ObjectCategory=User))) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Mon Sep 27 17:11:18 2010] [debug]: Found LDAP DN: CN=Polyakov\,
Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov,
Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
[Mon Sep 27 17:11:18 2010] [info]: My_LDAP AUTH FAILED: polyva
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP password validation result: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Mon Sep 27 17:11:18 2010] [debug]: Password Validation Check Result:  0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Mon Sep 27 17:11:18 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, Password Invalid)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Mon Sep 27 17:11:18 2010] [error]: FAILED LOGIN for polyva from
192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)



> Val,
> Have you verified that ldapsearch works for you on this box?
>
> I used something like this to test:
>
>
> ldapsearch -LLL -x -H ldap://<ldap server>:389 -b
> 'DC=corp,DC=something,DC=com' -D 'ldapuser at corp.something.com' -w
> '<ldapuser password>' '(&(ObjectClass=Person)(cn=<username to search
> for))'
>
>
> I had to request from our Windows AD guys to allow the ldapuser to be able
> to read all user information.  I also had to have them open the firewall
> to our server, because by default, they only allow certain servers to
> query the AD servers.
>
> John
>
>
>
> On 09/27/2010 10:14 AM, Val Polyakov wrote:
>
> 	Trying to get my RT 3.8.8 on RHEL5 to authenticate against our corporate
> AD.
>
> 	I followed this guide here:
> 	http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
>
> 	I also checked that apache has access to over here
> (RT-Authen-ExternalAuth
> 	dir was chgrp -R'ed and chmod -R 770'ed):
>
> 	[root at rt plugins]# pwd
> 	/opt/rt3/local/plugins
> 	[root at rt plugins]# ls -ltr
> 	total 4
> 	drwxrwx--- 5 root apache 4096 Sep 13 14:16 RT-Authen-ExternalAuth
> 	[root at rt plugins]# ps awwwux |grep httpd
> 	root      2313  0.1  4.1 348008 83360 ?        Ss   10:32   0:02
> 	/usr/sbin/httpd
> 	apache    2317  0.0  4.1 350272 82612 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	apache    2318  0.0  4.1 350272 82616 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	apache    2319  0.0  4.0 348204 82216 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	apache    2320  0.0  4.1 350272 82684 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	apache    2321  0.0  4.1 350928 83388 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	apache    2322  0.0  4.1 350272 82616 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	apache    2323  0.0  4.1 350272 82616 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	apache    2324  0.0  4.1 350668 83172 ?        S    10:32   0:00
> 	/usr/sbin/httpd
> 	root      3537  0.0  0.0  61148   708 pts/0    R+   11:06   0:00 grep
> httpd
> 	[root at rt plugins]#
>
> 	when I set this up and tried to login with my AD account for the first
> 	time, here's what I saw in /var/log/httpd/error_log :
>
>
> 	[root at rt autohandler]# tail -f /var/log/httpd/error_log
> 	[Mon Sep 27 14:32:29 2010] [info]:
> 	RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: 101
> 	Truman Avenue, City: Yonkers, Country: United States, Disabled: 0,
> 	EmailAddress: vpolyakov at consumer.org, ExternalAuthId: POLYVA, Gecos:
> 	POLYVA, Name: POLYVA, Organization: 1-8D, Privileged: 0, RealName:
> 	Polyakov, Valeriy, State: NY, WorkPhone: (914) 378-2577, Zip: 10703
> 	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> 	[Mon Sep 27 14:32:29 2010] [info]: Autocreated external user POLYVA ( 36
> )
> 	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)
> 	[Mon Sep 27 14:32:29 2010] [info]: My_LDAP AUTH FAILED: polyva
> 	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>
> 	....
>
> 	And ever since then when I try to login I only see this:
>
> 	[Mon Sep 27 14:52:31 2010] [info]: My_LDAP AUTH FAILED: polyva
> 	(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> 	[Mon Sep 27 14:52:31 2010] [error]: FAILED LOGIN for polyva from
> 	192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>
>
> 	my /opt/rt3/etc/RT_SiteConfig.pm and
> 	/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc are attached
>
>
> 	Any suggestions?
>
>
>
> 	RT Training in Washington DC, USA on Oct 25 & 26 2010
> 	Last one this year -- Learn how to get the most out of RT!
>
>
> --
> John Alberts
> Hosted Services
> Exlibris USA
> john.alberts at exlibrisgroup.com
> cell: 1-508-878-2197
>




From jledford at biltmore.com  Mon Sep 27 13:33:24 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Mon, 27 Sep 2010 13:33:24 -0400
Subject: [rt-users] ldap externalauth problem
In-Reply-To: <1a6480b12bb517d4ffea9e93d3d579e8.squirrel@yoda.im>
References: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>
	<4CB3E05044AE6D47989FF271DEF16ADA0776B83D@us-ex02.Corp.Exlibrisgroup.com>,
	<1a6480b12bb517d4ffea9e93d3d579e8.squirrel@yoda.im>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD566@MAILBOX.tbcnet.biltmore.com>

Can you remove the d_filter you have?  Its different than what I have
'd_filter' =>  '(userAccountControl=514)',

Jason Ledford
Systems Analyst
The Biltmore Company
One North Pack Square
Asheville, NC 28801
(828) 225-6127
________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Val Polyakov [val at polyakov.me]
Sent: Monday, September 27, 2010 1:19 PM
To: John Alberts
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] ldap externalauth problem

ldapsearch works, i can find myself using:

ldapsearch -LLL -x -H ldap://ADserver:389 -b
'ou=users,ou=yonkers,dc=mydomain,dc=org' -D 'cn=rt,ou=Service
Accounts,ou=Users,ou=HIGHSECURITY,dc=mydomain,dc=org' -w 'rtPassword'
'(&(ObjectClass=Person)(cn=Polyakov, Valeriy))'


I also turned on debug loging for externalauth, and here's what I see in
the log. the password im providing is correct, it seems to be able to find
my account, but then I get an auth failure..  why ? :/


[Mon Sep 27 17:11:18 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Sep 27 17:11:18 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Sep 27 17:11:18 2010] [debug]: Calling UserExists with $username
(polyva) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Sep 27 17:11:18 2010] [debug]: UserExists params:
username: polyva , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
(&(&(ObjectCategory=User))(sAMAccountName=polyva)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Mon Sep 27 17:11:18 2010] [debug]: Password validation required for
service - Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Mon Sep 27 17:11:18 2010] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=consumer,dc=org == Filter:
(&(sAMAccountName=polyva)(&(ObjectCategory=User))) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Mon Sep 27 17:11:18 2010] [debug]: Found LDAP DN: CN=Polyakov\,
Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov,
Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
[Mon Sep 27 17:11:18 2010] [info]: My_LDAP AUTH FAILED: polyva
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
[Mon Sep 27 17:11:18 2010] [debug]: LDAP password validation result: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Mon Sep 27 17:11:18 2010] [debug]: Password Validation Check Result:  0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Mon Sep 27 17:11:18 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, Password Invalid)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Mon Sep 27 17:11:18 2010] [error]: FAILED LOGIN for polyva from
192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)



> Val,
> Have you verified that ldapsearch works for you on this box?
>
> I used something like this to test:
>
>
> ldapsearch -LLL -x -H ldap://<ldap server>:389 -b
> 'DC=corp,DC=something,DC=com' -D 'ldapuser at corp.something.com' -w
> '<ldapuser password>' '(&(ObjectClass=Person)(cn=<username to search
> for))'
>
>
> I had to request from our Windows AD guys to allow the ldapuser to be able
> to read all user information.  I also had to have them open the firewall
> to our server, because by default, they only allow certain servers to
> query the AD servers.
>
> John
>
>
>
> On 09/27/2010 10:14 AM, Val Polyakov wrote:
>
>       Trying to get my RT 3.8.8 on RHEL5 to authenticate against our corporate
> AD.
>
>       I followed this guide here:
>       http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
>
>       I also checked that apache has access to over here
> (RT-Authen-ExternalAuth
>       dir was chgrp -R'ed and chmod -R 770'ed):
>
>       [root at rt plugins]# pwd
>       /opt/rt3/local/plugins
>       [root at rt plugins]# ls -ltr
>       total 4
>       drwxrwx--- 5 root apache 4096 Sep 13 14:16 RT-Authen-ExternalAuth
>       [root at rt plugins]# ps awwwux |grep httpd
>       root      2313  0.1  4.1 348008 83360 ?        Ss   10:32   0:02
>       /usr/sbin/httpd
>       apache    2317  0.0  4.1 350272 82612 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       apache    2318  0.0  4.1 350272 82616 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       apache    2319  0.0  4.0 348204 82216 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       apache    2320  0.0  4.1 350272 82684 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       apache    2321  0.0  4.1 350928 83388 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       apache    2322  0.0  4.1 350272 82616 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       apache    2323  0.0  4.1 350272 82616 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       apache    2324  0.0  4.1 350668 83172 ?        S    10:32   0:00
>       /usr/sbin/httpd
>       root      3537  0.0  0.0  61148   708 pts/0    R+   11:06   0:00 grep
> httpd
>       [root at rt plugins]#
>
>       when I set this up and tried to login with my AD account for the first
>       time, here's what I saw in /var/log/httpd/error_log :
>
>
>       [root at rt autohandler]# tail -f /var/log/httpd/error_log
>       [Mon Sep 27 14:32:29 2010] [info]:
>       RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: 101
>       Truman Avenue, City: Yonkers, Country: United States, Disabled: 0,
>       EmailAddress: vpolyakov at consumer.org, ExternalAuthId: POLYVA, Gecos:
>       POLYVA, Name: POLYVA, Organization: 1-8D, Privileged: 0, RealName:
>       Polyakov, Valeriy, State: NY, WorkPhone: (914) 378-2577, Zip: 10703
>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
>       [Mon Sep 27 14:32:29 2010] [info]: Autocreated external user POLYVA ( 36
> )
>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)
>       [Mon Sep 27 14:32:29 2010] [info]: My_LDAP AUTH FAILED: polyva
>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>
>       ....
>
>       And ever since then when I try to login I only see this:
>
>       [Mon Sep 27 14:52:31 2010] [info]: My_LDAP AUTH FAILED: polyva
>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>       [Mon Sep 27 14:52:31 2010] [error]: FAILED LOGIN for polyva from
>       192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>
>
>       my /opt/rt3/etc/RT_SiteConfig.pm and
>       /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc are attached
>
>
>       Any suggestions?
>
>
>
>       RT Training in Washington DC, USA on Oct 25 & 26 2010
>       Last one this year -- Learn how to get the most out of RT!
>
>
> --
> John Alberts
> Hosted Services
> Exlibris USA
> john.alberts at exlibrisgroup.com
> cell: 1-508-878-2197
>



RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

From val at polyakov.me  Mon Sep 27 13:40:06 2010
From: val at polyakov.me (Val Polyakov)
Date: Mon, 27 Sep 2010 13:40:06 -0400
Subject: [rt-users] ldap externalauth problem
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD566@MAILBOX.tbcnet.biltmore.com>
References: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>
	<4CB3E05044AE6D47989FF271DEF16ADA0776B83D@us-ex02.Corp.Exlibrisgroup.com>,
	<1a6480b12bb517d4ffea9e93d3d579e8.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD566@MAILBOX.tbcnet.biltmore.com>
Message-ID: <12a0985238593252739b44d6cb794045.squirrel@yoda.im>

sure

                     'filter'                =>  '(&(ObjectCategory=User))',
                     'd_filter'              =>  '(userAccountControl=514)',


[Mon Sep 27 17:39:08 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Sep 27 17:39:08 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Sep 27 17:39:08 2010] [debug]: Calling UserExists with $username
(polyva) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Mon Sep 27 17:39:08 2010] [debug]: UserExists params:
username: polyva , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Mon Sep 27 17:39:08 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
(&(&(ObjectCategory=User))(sAMAccountName=polyva)) == Attrs:
l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Mon Sep 27 17:39:08 2010] [debug]: Password validation required for
service - Executing...
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Mon Sep 27 17:39:08 2010] [debug]: Trying external auth service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Mon Sep 27 17:39:08 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
(&(sAMAccountName=polyva)(&(ObjectCategory=User))) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Mon Sep 27 17:39:08 2010] [debug]: Found LDAP DN: CN=Polyakov\,
Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Mon Sep 27 17:39:08 2010] [debug]: LDAP Search ===  Base:
ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov,
Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
[Mon Sep 27 17:39:08 2010] [info]: My_LDAP AUTH FAILED: polyva
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
[Mon Sep 27 17:39:08 2010] [debug]: LDAP password validation result: 0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Mon Sep 27 17:39:08 2010] [debug]: Password Validation Check Result:  0
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Mon Sep 27 17:39:08 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, Password Invalid)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Mon Sep 27 17:39:08 2010] [error]: FAILED LOGIN for polyva from
192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
[Mon Sep 27 17:39:08 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Mon Sep 27 17:39:08 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Mon Sep 27 17:39:08 2010] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Mon Sep 27 17:39:08 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

> Can you remove the d_filter you have?  Its different than what I have
> 'd_filter' =>  '(userAccountControl=514)',
>
> Jason Ledford
> Systems Analyst
> The Biltmore Company
> One North Pack Square
> Asheville, NC 28801
> (828) 225-6127
> ________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [rt-users-bounces at lists.bestpractical.com] On Behalf Of Val Polyakov
> [val at polyakov.me]
> Sent: Monday, September 27, 2010 1:19 PM
> To: John Alberts
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] ldap externalauth problem
>
> ldapsearch works, i can find myself using:
>
> ldapsearch -LLL -x -H ldap://ADserver:389 -b
> 'ou=users,ou=yonkers,dc=mydomain,dc=org' -D 'cn=rt,ou=Service
> Accounts,ou=Users,ou=HIGHSECURITY,dc=mydomain,dc=org' -w 'rtPassword'
> '(&(ObjectClass=Person)(cn=Polyakov, Valeriy))'
>
>
> I also turned on debug loging for externalauth, and here's what I see in
> the log. the password im providing is correct, it seems to be able to find
> my account, but then I get an auth failure..  why ? :/
>
>
> [Mon Sep 27 17:11:18 2010] [debug]: Reloading RT::User to work around a
> bug in RT-3.8.0 and RT-3.8.1
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
> [Mon Sep 27 17:11:18 2010] [debug]: Attempting to use external auth
> service: My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
> [Mon Sep 27 17:11:18 2010] [debug]: Calling UserExists with $username
> (polyva) and $service (My_LDAP)
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
> [Mon Sep 27 17:11:18 2010] [debug]: UserExists params:
> username: polyva , service: My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
> (&(&(ObjectCategory=User))(sAMAccountName=polyva)) == Attrs:
> l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
> [Mon Sep 27 17:11:18 2010] [debug]: Password validation required for
> service - Executing...
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
> [Mon Sep 27 17:11:18 2010] [debug]: Trying external auth service: My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=consumer,dc=org == Filter:
> (&(sAMAccountName=polyva)(&(ObjectCategory=User))) == Attrs: dn
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
> [Mon Sep 27 17:11:18 2010] [debug]: Found LDAP DN: CN=Polyakov\,
> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov,
> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
> [Mon Sep 27 17:11:18 2010] [info]: My_LDAP AUTH FAILED: polyva
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP password validation result: 0
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
> [Mon Sep 27 17:11:18 2010] [debug]: Password Validation Check Result:  0
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
> [Mon Sep 27 17:11:18 2010] [debug]: Autohandler called ExternalAuth.
> Response: (0, Password Invalid)
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Mon Sep 27 17:11:18 2010] [error]: FAILED LOGIN for polyva from
> 192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>
>
>
>> Val,
>> Have you verified that ldapsearch works for you on this box?
>>
>> I used something like this to test:
>>
>>
>> ldapsearch -LLL -x -H ldap://<ldap server>:389 -b
>> 'DC=corp,DC=something,DC=com' -D 'ldapuser at corp.something.com' -w
>> '<ldapuser password>' '(&(ObjectClass=Person)(cn=<username to search
>> for))'
>>
>>
>> I had to request from our Windows AD guys to allow the ldapuser to be
>> able
>> to read all user information.  I also had to have them open the firewall
>> to our server, because by default, they only allow certain servers to
>> query the AD servers.
>>
>> John
>>
>>
>>
>> On 09/27/2010 10:14 AM, Val Polyakov wrote:
>>
>>       Trying to get my RT 3.8.8 on RHEL5 to authenticate against our
>> corporate
>> AD.
>>
>>       I followed this guide here:
>>       http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
>>
>>       I also checked that apache has access to over here
>> (RT-Authen-ExternalAuth
>>       dir was chgrp -R'ed and chmod -R 770'ed):
>>
>>       [root at rt plugins]# pwd
>>       /opt/rt3/local/plugins
>>       [root at rt plugins]# ls -ltr
>>       total 4
>>       drwxrwx--- 5 root apache 4096 Sep 13 14:16 RT-Authen-ExternalAuth
>>       [root at rt plugins]# ps awwwux |grep httpd
>>       root      2313  0.1  4.1 348008 83360 ?        Ss   10:32   0:02
>>       /usr/sbin/httpd
>>       apache    2317  0.0  4.1 350272 82612 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       apache    2318  0.0  4.1 350272 82616 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       apache    2319  0.0  4.0 348204 82216 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       apache    2320  0.0  4.1 350272 82684 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       apache    2321  0.0  4.1 350928 83388 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       apache    2322  0.0  4.1 350272 82616 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       apache    2323  0.0  4.1 350272 82616 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       apache    2324  0.0  4.1 350668 83172 ?        S    10:32   0:00
>>       /usr/sbin/httpd
>>       root      3537  0.0  0.0  61148   708 pts/0    R+   11:06   0:00
>> grep
>> httpd
>>       [root at rt plugins]#
>>
>>       when I set this up and tried to login with my AD account for the
>> first
>>       time, here's what I saw in /var/log/httpd/error_log :
>>
>>
>>       [root at rt autohandler]# tail -f /var/log/httpd/error_log
>>       [Mon Sep 27 14:32:29 2010] [info]:
>>       RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1:
>> 101
>>       Truman Avenue, City: Yonkers, Country: United States, Disabled: 0,
>>       EmailAddress: vpolyakov at consumer.org, ExternalAuthId: POLYVA,
>> Gecos:
>>       POLYVA, Name: POLYVA, Organization: 1-8D, Privileged: 0, RealName:
>>       Polyakov, Valeriy, State: NY, WorkPhone: (914) 378-2577, Zip:
>> 10703
>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
>>       [Mon Sep 27 14:32:29 2010] [info]: Autocreated external user
>> POLYVA ( 36
>> )
>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)
>>       [Mon Sep 27 14:32:29 2010] [info]: My_LDAP AUTH FAILED: polyva
>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>>
>>       ....
>>
>>       And ever since then when I try to login I only see this:
>>
>>       [Mon Sep 27 14:52:31 2010] [info]: My_LDAP AUTH FAILED: polyva
>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>>       [Mon Sep 27 14:52:31 2010] [error]: FAILED LOGIN for polyva from
>>       192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>>
>>
>>       my /opt/rt3/etc/RT_SiteConfig.pm and
>>       /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc are attached
>>
>>
>>       Any suggestions?
>>
>>
>>
>>       RT Training in Washington DC, USA on Oct 25 & 26 2010
>>       Last one this year -- Learn how to get the most out of RT!
>>
>>
>> --
>> John Alberts
>> Hosted Services
>> Exlibris USA
>> john.alberts at exlibrisgroup.com
>> cell: 1-508-878-2197
>>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!




From kfcrocker at lbl.gov  Mon Sep 27 14:00:09 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 27 Sep 2010 11:00:09 -0700
Subject: [rt-users] ldap externalauth problem
In-Reply-To: <1a6480b12bb517d4ffea9e93d3d579e8.squirrel@yoda.im>
References: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>
	<4CB3E05044AE6D47989FF271DEF16ADA0776B83D@us-ex02.Corp.Exlibrisgroup.com>
	<1a6480b12bb517d4ffea9e93d3d579e8.squirrel@yoda.im>
Message-ID: <AANLkTinqOCtVZuQxwUiiRTBmGL8MmxEuOJp1ZNNTn3US@mail.gmail.com>

Val,

I think it is your LDAP external settings. We use the LDAP UserID that one
signs in with as the name and we use TLS. Anyway, this is what we have. I'm
remove sensitive stuff, but I think there will be enough to correlate:

# User is authenticated if successfully confirmed by any service

#  *No more services are checked*

#

*Set($ExternalAuthPriority,  [ 'My_LDAP' ] );*

*Set($ExternalInfoPriority,  [ 'My_LDAP' ] );*

*Set($ExternalServiceUsesSSLorTLS, 1);*

*Set($AutoCreateNonExternalUsers, 0);*

#

# These are the full settings for each external service as a HashOfHashes

# No more services are checked

#

*Set(*

*    $ExternalSettings,*

*      {*

*        'My_LDAP' =>*

*           {*

*            ?type?        => 'ldap',*

*            ?server?     => 'our server?,*

*            ?user?        =>  ??,*

*            ?pass?        =>  ??,*

*            ?base?        => 'ou=People,o=company name,c=US?,*

*            ?filter?       =>
'(&(xxxstatus=A)(|(xxxpan=CF*)(xxxpan=EH*)(xxxpan=HR*)(xxxpan=IC*)))?, #
division prefixes we use as a filter on top of "active" stastus*

*            ?d_filter?   => '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))', #
staff or guest*

*            ?tls?            => 1,*

*            ?net_ldap_args?    => [ version => 3],*

*            ?attr_match_list?  => ['Name',*

*                                                 'EmailAddress',*

*                                                 'RealName',*

*                                                 'uid'*

*                                                ],*

*            ?attr_map?            =>  {'Name'                  => 'uid',*

*                                                  'EmailAddress'    =>
'mail',*

*                                                  'Organization'      =>
?o?,*

*                                                  'RealName'           =>
'cn',*

*                                                  'ExternalAuthId'  =>
'uid',*

*                                                  'Gecos'
                  => 'uid',*

*                                                  'WorkPhone'         =>
'telephonenumber',*

*                                                  'Address1'             =>
'xxxmailstop',*

*                                                  'Address2'             =>
'postaladdress?*

*                                                 }*

*           }*

*      }*

*   );*
*1;*

An explanation of our settings:

We are stating that we use LDAP for both authorization AND the Info we pull.
We turn on External Service using SSL or TLS.
We do *NOT* autocreate users that do not pass the LDAP auth process.
We do not specify any user or pass.
We specify the LDAP ou, o, & c values.
We specify an additional filter. For us, the status (for the user signing
in) must be active on the LDAP table AND, in addition, we specifiy division
codes. We only want certain company employees from specified division to be
able to use RT.
We specify a "disable" filter for any user signing on if they are not
classified as staff or a guest.
We specify the argument version we use.
We specify what LDAP attributes we want to match against when authorizing.
We specify what LDAP info we want to download into the RT USER Table:
- Name will be the LDAP UserID they sign on with
- Email address is the LDAP email address associated with this LDAP UserId.
- Organization info will be what we set in 'o' to earlier (base=>o= company
name).
- and on.

Notice we use the same LDAP UserId (uid) for Name, ExternalAuthID and Gecos.

I guess the main thing to look for is *a consistency* in what LDAP fields
you use for Auth and what you save. If I say I use the *LDAP 'uid"* for *
Name*, then I must make sure that all references to *Name* are expecting
that it be the LDAP UserID (*'uid*').

That's the best advice I can give you. Hope it's enough.

Kenn
LBNL


On Mon, Sep 27, 2010 at 10:19 AM, Val Polyakov <val at polyakov.me> wrote:

> ldapsearch works, i can find myself using:
>
> ldapsearch -LLL -x -H ldap://ADserver:389 -b
> 'ou=users,ou=yonkers,dc=mydomain,dc=org' -D 'cn=rt,ou=Service
> Accounts,ou=Users,ou=HIGHSECURITY,dc=mydomain,dc=org' -w 'rtPassword'
> '(&(ObjectClass=Person)(cn=Polyakov, Valeriy))'
>
>
> I also turned on debug loging for externalauth, and here's what I see in
> the log. the password im providing is correct, it seems to be able to find
> my account, but then I get an auth failure..  why ? :/
>
>
> [Mon Sep 27 17:11:18 2010] [debug]: Reloading RT::User to work around a
> bug in RT-3.8.0 and RT-3.8.1
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
> [Mon Sep 27 17:11:18 2010] [debug]: Attempting to use external auth
> service: My_LDAP
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
> [Mon Sep 27 17:11:18 2010] [debug]: Calling UserExists with $username
> (polyva) and $service (My_LDAP)
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
> [Mon Sep 27 17:11:18 2010] [debug]: UserExists params:
> username: polyva , service: My_LDAP
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
> (&(&(ObjectCategory=User))(sAMAccountName=polyva)) == Attrs:
>
> l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
> [Mon Sep 27 17:11:18 2010] [debug]: Password validation required for
> service - Executing...
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
> [Mon Sep 27 17:11:18 2010] [debug]: Trying external auth service: My_LDAP
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=consumer,dc=org == Filter:
> (&(sAMAccountName=polyva)(&(ObjectCategory=User))) == Attrs: dn
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
> [Mon Sep 27 17:11:18 2010] [debug]: Found LDAP DN: CN=Polyakov\,
> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov,
> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
> [Mon Sep 27 17:11:18 2010] [info]: My_LDAP AUTH FAILED: polyva
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> [Mon Sep 27 17:11:18 2010] [debug]: LDAP password validation result: 0
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
> [Mon Sep 27 17:11:18 2010] [debug]: Password Validation Check Result:  0
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
> [Mon Sep 27 17:11:18 2010] [debug]: Autohandler called ExternalAuth.
> Response: (0, Password Invalid)
>
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Mon Sep 27 17:11:18 2010] [error]: FAILED LOGIN for polyva from
> 192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>
>
>
> > Val,
> > Have you verified that ldapsearch works for you on this box?
> >
> > I used something like this to test:
> >
> >
> > ldapsearch -LLL -x -H ldap://<ldap server>:389 -b
> > 'DC=corp,DC=something,DC=com' -D 'ldapuser at corp.something.com' -w
> > '<ldapuser password>' '(&(ObjectClass=Person)(cn=<username to search
> > for))'
> >
> >
> > I had to request from our Windows AD guys to allow the ldapuser to be
> able
> > to read all user information.  I also had to have them open the firewall
> > to our server, because by default, they only allow certain servers to
> > query the AD servers.
> >
> > John
> >
> >
> >
> > On 09/27/2010 10:14 AM, Val Polyakov wrote:
> >
> >       Trying to get my RT 3.8.8 on RHEL5 to authenticate against our
> corporate
> > AD.
> >
> >       I followed this guide here:
> >       http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
> >
> >       I also checked that apache has access to over here
> > (RT-Authen-ExternalAuth
> >       dir was chgrp -R'ed and chmod -R 770'ed):
> >
> >       [root at rt plugins]# pwd
> >       /opt/rt3/local/plugins
> >       [root at rt plugins]# ls -ltr
> >       total 4
> >       drwxrwx--- 5 root apache 4096 Sep 13 14:16 RT-Authen-ExternalAuth
> >       [root at rt plugins]# ps awwwux |grep httpd
> >       root      2313  0.1  4.1 348008 83360 ?        Ss   10:32   0:02
> >       /usr/sbin/httpd
> >       apache    2317  0.0  4.1 350272 82612 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       apache    2318  0.0  4.1 350272 82616 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       apache    2319  0.0  4.0 348204 82216 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       apache    2320  0.0  4.1 350272 82684 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       apache    2321  0.0  4.1 350928 83388 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       apache    2322  0.0  4.1 350272 82616 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       apache    2323  0.0  4.1 350272 82616 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       apache    2324  0.0  4.1 350668 83172 ?        S    10:32   0:00
> >       /usr/sbin/httpd
> >       root      3537  0.0  0.0  61148   708 pts/0    R+   11:06   0:00
> grep
> > httpd
> >       [root at rt plugins]#
> >
> >       when I set this up and tried to login with my AD account for the
> first
> >       time, here's what I saw in /var/log/httpd/error_log :
> >
> >
> >       [root at rt autohandler]# tail -f /var/log/httpd/error_log
> >       [Mon Sep 27 14:32:29 2010] [info]:
> >       RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1:
> 101
> >       Truman Avenue, City: Yonkers, Country: United States, Disabled: 0,
> >       EmailAddress: vpolyakov at consumer.org, ExternalAuthId: POLYVA,
> Gecos:
> >       POLYVA, Name: POLYVA, Organization: 1-8D, Privileged: 0, RealName:
> >       Polyakov, Valeriy, State: NY, WorkPhone: (914) 378-2577, Zip: 10703
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
> >       [Mon Sep 27 14:32:29 2010] [info]: Autocreated external user POLYVA
> ( 36
> > )
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)
> >       [Mon Sep 27 14:32:29 2010] [info]: My_LDAP AUTH FAILED: polyva
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> >
> >       ....
> >
> >       And ever since then when I try to login I only see this:
> >
> >       [Mon Sep 27 14:52:31 2010] [info]: My_LDAP AUTH FAILED: polyva
> >
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> >       [Mon Sep 27 14:52:31 2010] [error]: FAILED LOGIN for polyva from
> >       192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
> >
> >
> >       my /opt/rt3/etc/RT_SiteConfig.pm and
> >       /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc are attached
> >
> >
> >       Any suggestions?
> >
> >
> >
> >       RT Training in Washington DC, USA on Oct 25 & 26 2010
> >       Last one this year -- Learn how to get the most out of RT!
> >
> >
> > --
> > John Alberts
> > Hosted Services
> > Exlibris USA
> > john.alberts at exlibrisgroup.com
> > cell: 1-508-878-2197
> >
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From val at polyakov.me  Mon Sep 27 14:02:02 2010
From: val at polyakov.me (Val Polyakov)
Date: Mon, 27 Sep 2010 14:02:02 -0400
Subject: [rt-users] ldap externalauth problem
In-Reply-To: <12a0985238593252739b44d6cb794045.squirrel@yoda.im>
References: <029f31b13c62ce489fa45d1befde1da9.squirrel@yoda.im>
	<4CB3E05044AE6D47989FF271DEF16ADA0776B83D@us-ex02.Corp.Exlibrisgroup.com>,
	<1a6480b12bb517d4ffea9e93d3d579e8.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD566@MAILBOX.tbcnet.biltmore.com>
	<12a0985238593252739b44d6cb794045.squirrel@yoda.im>
Message-ID: <4e89bb70c450b809730fc0da077c33b8.squirrel@yoda.im>

so i've rewritten the file from scratch, and it works now (however i still
have some questions at the bottom)

final/working version:

Set($ExternalAuthPriority,           [ 'My_LDAP' ] );
Set($ExternalInfoPriority,           [ 'My_LDAP' ] );
Set($ExternalServiceUsesSSLorTLS,    0);
Set($AutoCreateNonExternalUsers,     0);
Set($LogToFile, 'debug');
Set($LogDir, '/var/log/rt');

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

                     'type'                  =>  'ldap',
                     'server'                =>  'cudctwo.mydomain.org',
                     'user'                  =>  'cn=rt,ou=Service
Accounts,ou=Users,ou=HIGHSECURITY,dc=mydomain,dc=org',
                     'pass'                  =>  'rtpasswd',
                     'base'                  => 
'ou=Users,ou=Yonkers,dc=mydomain,dc=org',

                     'filter'                => 
'(&(ObjectCategory=User)(ObjectClass=Person))',
                     'd_filter'              => 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',

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

                     'net_ldap_args'         => [    version =>  3        
  ],
#                     'group'                 =>  'cn=Domain
Users,ou=Groups,dc=mydomain,dc=org',
#                     '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;


now a question:

my users are spread across many OUs, there is not a single OU which I can
point RT to and say "search for the username over here!". there are 5 OUs
that the user can be in. is there a way for me to specify all of them? I
kinda need to, otherwise 4/5th of our users wouldnt be able to login :/

so.. how do I have 5 bases to look in? heh



> sure
>
>                      'filter'                =>
> '(&(ObjectCategory=User))',
>                      'd_filter'              =>
> '(userAccountControl=514)',
>
>
> [Mon Sep 27 17:39:08 2010] [debug]: Reloading RT::User to work around a
> bug in RT-3.8.0 and RT-3.8.1
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
> [Mon Sep 27 17:39:08 2010] [debug]: Attempting to use external auth
> service: My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
> [Mon Sep 27 17:39:08 2010] [debug]: Calling UserExists with $username
> (polyva) and $service (My_LDAP)
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
> [Mon Sep 27 17:39:08 2010] [debug]: UserExists params:
> username: polyva , service: My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
> [Mon Sep 27 17:39:08 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
> (&(&(ObjectCategory=User))(sAMAccountName=polyva)) == Attrs:
> l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
> [Mon Sep 27 17:39:08 2010] [debug]: Password validation required for
> service - Executing...
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
> [Mon Sep 27 17:39:08 2010] [debug]: Trying external auth service: My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
> [Mon Sep 27 17:39:08 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
> (&(sAMAccountName=polyva)(&(ObjectCategory=User))) == Attrs: dn
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
> [Mon Sep 27 17:39:08 2010] [debug]: Found LDAP DN: CN=Polyakov\,
> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
> [Mon Sep 27 17:39:08 2010] [debug]: LDAP Search ===  Base:
> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov,
> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
> [Mon Sep 27 17:39:08 2010] [info]: My_LDAP AUTH FAILED: polyva
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
> [Mon Sep 27 17:39:08 2010] [debug]: LDAP password validation result: 0
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
> [Mon Sep 27 17:39:08 2010] [debug]: Password Validation Check Result:  0
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
> [Mon Sep 27 17:39:08 2010] [debug]: Autohandler called ExternalAuth.
> Response: (0, Password Invalid)
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
> [Mon Sep 27 17:39:08 2010] [error]: FAILED LOGIN for polyva from
> 192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
> [Mon Sep 27 17:39:08 2010] [debug]: Reloading RT::User to work around a
> bug in RT-3.8.0 and RT-3.8.1
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
> [Mon Sep 27 17:39:08 2010] [debug]: Attempting to use external auth
> service: My_LDAP
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
> [Mon Sep 27 17:39:08 2010] [debug]: SSO Failed and no user to test with.
> Nexting
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
> [Mon Sep 27 17:39:08 2010] [debug]: Autohandler called ExternalAuth.
> Response: (0, No User)
> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
>
>> Can you remove the d_filter you have?  Its different than what I have
>> 'd_filter' =>  '(userAccountControl=514)',
>>
>> Jason Ledford
>> Systems Analyst
>> The Biltmore Company
>> One North Pack Square
>> Asheville, NC 28801
>> (828) 225-6127
>> ________________________________________
>> From: rt-users-bounces at lists.bestpractical.com
>> [rt-users-bounces at lists.bestpractical.com] On Behalf Of Val Polyakov
>> [val at polyakov.me]
>> Sent: Monday, September 27, 2010 1:19 PM
>> To: John Alberts
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] ldap externalauth problem
>>
>> ldapsearch works, i can find myself using:
>>
>> ldapsearch -LLL -x -H ldap://ADserver:389 -b
>> 'ou=users,ou=yonkers,dc=mydomain,dc=org' -D 'cn=rt,ou=Service
>> Accounts,ou=Users,ou=HIGHSECURITY,dc=mydomain,dc=org' -w 'rtPassword'
>> '(&(ObjectClass=Person)(cn=Polyakov, Valeriy))'
>>
>>
>> I also turned on debug loging for externalauth, and here's what I see in
>> the log. the password im providing is correct, it seems to be able to
>> find
>> my account, but then I get an auth failure..  why ? :/
>>
>>
>> [Mon Sep 27 17:11:18 2010] [debug]: Reloading RT::User to work around a
>> bug in RT-3.8.0 and RT-3.8.1
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
>> [Mon Sep 27 17:11:18 2010] [debug]: Attempting to use external auth
>> service: My_LDAP
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
>> [Mon Sep 27 17:11:18 2010] [debug]: Calling UserExists with $username
>> (polyva) and $service (My_LDAP)
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
>> [Mon Sep 27 17:11:18 2010] [debug]: UserExists params:
>> username: polyva , service: My_LDAP
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
>> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
>> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter:
>> (&(&(ObjectCategory=User))(sAMAccountName=polyva)) == Attrs:
>> l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,mail
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
>> [Mon Sep 27 17:11:18 2010] [debug]: Password validation required for
>> service - Executing...
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
>> [Mon Sep 27 17:11:18 2010] [debug]: Trying external auth service:
>> My_LDAP
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
>> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
>> ou=Users,ou=Yonkers,dc=consumer,dc=org == Filter:
>> (&(sAMAccountName=polyva)(&(ObjectCategory=User))) == Attrs: dn
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
>> [Mon Sep 27 17:11:18 2010] [debug]: Found LDAP DN: CN=Polyakov\,
>> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
>> [Mon Sep 27 17:11:18 2010] [debug]: LDAP Search ===  Base:
>> ou=Users,ou=Yonkers,dc=mydomain,dc=org == Filter: (member=CN=Polyakov,
>> Valeriy,OU=Users,OU=YONKERS,DC=mydomain,DC=org) == Attrs: dn
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:100)
>> [Mon Sep 27 17:11:18 2010] [info]: My_LDAP AUTH FAILED: polyva
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>> [Mon Sep 27 17:11:18 2010] [debug]: LDAP password validation result: 0
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
>> [Mon Sep 27 17:11:18 2010] [debug]: Password Validation Check Result:  0
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
>> [Mon Sep 27 17:11:18 2010] [debug]: Autohandler called ExternalAuth.
>> Response: (0, Password Invalid)
>> (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
>> [Mon Sep 27 17:11:18 2010] [error]: FAILED LOGIN for polyva from
>> 192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>>
>>
>>
>>> Val,
>>> Have you verified that ldapsearch works for you on this box?
>>>
>>> I used something like this to test:
>>>
>>>
>>> ldapsearch -LLL -x -H ldap://<ldap server>:389 -b
>>> 'DC=corp,DC=something,DC=com' -D 'ldapuser at corp.something.com' -w
>>> '<ldapuser password>' '(&(ObjectClass=Person)(cn=<username to search
>>> for))'
>>>
>>>
>>> I had to request from our Windows AD guys to allow the ldapuser to be
>>> able
>>> to read all user information.  I also had to have them open the
>>> firewall
>>> to our server, because by default, they only allow certain servers to
>>> query the AD servers.
>>>
>>> John
>>>
>>>
>>>
>>> On 09/27/2010 10:14 AM, Val Polyakov wrote:
>>>
>>>       Trying to get my RT 3.8.8 on RHEL5 to authenticate against our
>>> corporate
>>> AD.
>>>
>>>       I followed this guide here:
>>>       http://wiki.bestpractical.com/view/CentOS5InstallPlusSome
>>>
>>>       I also checked that apache has access to over here
>>> (RT-Authen-ExternalAuth
>>>       dir was chgrp -R'ed and chmod -R 770'ed):
>>>
>>>       [root at rt plugins]# pwd
>>>       /opt/rt3/local/plugins
>>>       [root at rt plugins]# ls -ltr
>>>       total 4
>>>       drwxrwx--- 5 root apache 4096 Sep 13 14:16 RT-Authen-ExternalAuth
>>>       [root at rt plugins]# ps awwwux |grep httpd
>>>       root      2313  0.1  4.1 348008 83360 ?        Ss   10:32   0:02
>>>       /usr/sbin/httpd
>>>       apache    2317  0.0  4.1 350272 82612 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       apache    2318  0.0  4.1 350272 82616 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       apache    2319  0.0  4.0 348204 82216 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       apache    2320  0.0  4.1 350272 82684 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       apache    2321  0.0  4.1 350928 83388 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       apache    2322  0.0  4.1 350272 82616 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       apache    2323  0.0  4.1 350272 82616 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       apache    2324  0.0  4.1 350668 83172 ?        S    10:32   0:00
>>>       /usr/sbin/httpd
>>>       root      3537  0.0  0.0  61148   708 pts/0    R+   11:06   0:00
>>> grep
>>> httpd
>>>       [root at rt plugins]#
>>>
>>>       when I set this up and tried to login with my AD account for the
>>> first
>>>       time, here's what I saw in /var/log/httpd/error_log :
>>>
>>>
>>>       [root at rt autohandler]# tail -f /var/log/httpd/error_log
>>>       [Mon Sep 27 14:32:29 2010] [info]:
>>>       RT::Authen::ExternalAuth::CanonicalizeUserInfo returning
>>> Address1:
>>> 101
>>>       Truman Avenue, City: Yonkers, Country: United States, Disabled:
>>> 0,
>>>       EmailAddress: vpolyakov at consumer.org, ExternalAuthId: POLYVA,
>>> Gecos:
>>>       POLYVA, Name: POLYVA, Organization: 1-8D, Privileged: 0,
>>> RealName:
>>>       Polyakov, Valeriy, State: NY, WorkPhone: (914) 378-2577, Zip:
>>> 10703
>>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
>>>       [Mon Sep 27 14:32:29 2010] [info]: Autocreated external user
>>> POLYVA ( 36
>>> )
>>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:132)
>>>       [Mon Sep 27 14:32:29 2010] [info]: My_LDAP AUTH FAILED: polyva
>>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>>>
>>>       ....
>>>
>>>       And ever since then when I try to login I only see this:
>>>
>>>       [Mon Sep 27 14:52:31 2010] [info]: My_LDAP AUTH FAILED: polyva
>>>       (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:127)
>>>       [Mon Sep 27 14:52:31 2010] [error]: FAILED LOGIN for polyva from
>>>       192.168.110.125 (/opt/rt3/bin/../lib/RT/Interface/Web.pm:424)
>>>
>>>
>>>       my /opt/rt3/etc/RT_SiteConfig.pm and
>>>       /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc are attached
>>>
>>>
>>>       Any suggestions?
>>>
>>>
>>>
>>>       RT Training in Washington DC, USA on Oct 25 & 26 2010
>>>       Last one this year -- Learn how to get the most out of RT!
>>>
>>>
>>> --
>>> John Alberts
>>> Hosted Services
>>> Exlibris USA
>>> john.alberts at exlibrisgroup.com
>>> cell: 1-508-878-2197
>>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
>




From thierry.thelliez.tech at gmail.com  Mon Sep 27 17:14:18 2010
From: thierry.thelliez.tech at gmail.com (Thierry Thelliez)
Date: Mon, 27 Sep 2010 15:14:18 -0600
Subject: [rt-users] Unable to access site after reboot
In-Reply-To: <20100927155959.GB16001@bestpractical.com>
References: <7288D49C0448E840B752320350AFA94E3960A3F1@ITS-HCWNEM03.ds.Vanderbilt.edu>
	<20100927155959.GB16001@bestpractical.com>
Message-ID: <AANLkTikfWKGeZCm+DnE0QAjt-JaSaZOzf5SDcvV6K8hr@mail.gmail.com>

Broken dependencies happen to me very often (most of the time?) after
CentOS updates.


Thierry
>
> I bet you're running RedHat Enterprise 5.5 and RHN "upgraded" your Perl, breaking modules that RT depends on.


From jesse at bestpractical.com  Tue Sep 28 12:47:32 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Sep 2010 12:47:32 -0400
Subject: [rt-users] [Rt-announce] An update on RT 4.0
Message-ID: <20100928164732.GA11910@ubuntu>

A good long time ago, I announced that we'd begun work on a massive
re-engineering effort to update and improve RT, replacing large 
parts of the internals with a new web framework, overhauling the UI
and numerous subsystems inside the RT core. I told you that we'd be
releasing this as "RT 4" as quickly as we could, though it was a pretty
serious development effort. While we were always circumspect about
release dates, I hinted to a few of you that you might see RT 4 in 
early 2008.

If you've ever come to one of our public RT developer/administrator
training classes, you'll have heard me warn you never to trust a vendor
when they promise a release date, even if that vendor is me. 

**  If you haven't ever come to one of our public training sessions,  **
**  we're running one in Washington DC on October 25th and 26th.      **
**  You can find out more at http://bestpractical.com/training        **

It should go without saying that we missed our original early-2008 target
date. As we worked, we discovered just how much bigger the project was
than we'd originally intended. At the same time, the RT 4 codebase was
different enough that users would probably have to completely rewrite
their local customizations and changes.

We've put a number of engineer-years into RT 3.999. It's been difficult
to accept, but over the past six months we've come to the conclusion that
the RT 3.999 codebase isn't going to be the next step in RT's evolution.

That's the bad news.

There's some good news, too.

Since we first branched RT 4 development in late 2007 (before we released
RT 3.8), we've remained committed to RT 3. RT 3.8 has seen almost 2000
commits and approximately 250,000 lines of changes. Those changes run
the gamut from bug fixes to security improvements and major new features.

Over the past four months, we've been hard at work on RT 3.9, a new
development branch based on RT 3.8. Many of the features we've been
working on in RT 3.9 are driven by a generous and supportive customer,
but we've also been able to backport a number of features from our
original RT 4 effort.

As of today, some of the bigger features you can find in RT 3.9 are:

    * A new access-control editing UI
    * Performance improvements
    * Date custom fields
    * Timestamp custom fields
    * IP Address custom fields
    * IP Address Range custom fields
    * A new "ticket lifecycle" state engine
    * A mobile-optimized web interface
    * Browser-based theme and logo customization

We expect fast full-text searching on Postgres and Oracle, as well some
other cool features, to land in RT 3.9 within the next few weeks.

Later today, we will release RT 3.9.4, the first beta version on the
new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended
for production deployment. It should be possible to upgrade your test
databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please
report it to rt-devel at lists.bestpractical.com.

**  Sign up for the last RT admin/developer training of 2010!        **
**  Join us October 25 and 26th in Washington, DC.                   **
**  In addition to the regular technical content, I'll be talking    **
**  about RT's future and showing you how to get started with RT 4.  **
**  You can find out more at http://bestpractical.com/training       **  

Before you do anything with RT 3.9, you should _definitely_ read the
UPGRADING document, as it describes some fairly substantial changes.

We're not yet promising that the APIs in 3.9 are stable or that
we've documented every problem and upgrade headache. That said,
we do want to hear about what you like (and what you don't). Again,
rt-devel at lists.bestpractical.com is the right place to report such things.

You'll have RT 4.0.0RC1 by December 25, 2010[1].

Best,

Jesse Vincent
Best Practical


[1] RC means "Release Candidate" -- It's important to note that I haven't
promised a release date for RT 4.0.0. You just can't trust vendors who
do that.
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From borngunners at aol.com  Tue Sep 28 13:54:41 2010
From: borngunners at aol.com (Borngunners)
Date: Tue, 28 Sep 2010 13:54:41 -0400 (EDT)
Subject: [rt-users] Asset Tracker Page cannot be found error
Message-ID: <8CD2D4D5C60D74E-C60-C24@webmail-m092.sysops.aol.com>


When I click configuration and Asset Types as root, I have the following error message
The page you requested could not be found
Please check the URL and try again.
I am sure that is the location to create an Asset Type and also its properties. Please help. Everything else works fine 



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From sebsua at gmail.com  Tue Sep 28 14:25:11 2010
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Tue, 28 Sep 2010 15:25:11 -0300
Subject: [rt-users] SMTP for email
Message-ID: <AANLkTi=FJq0kEouc=L0xcD_faQ4p5oqo_PEbkT9-qog8@mail.gmail.com>

Hi Folks,

Is there any way we could use our external qmail server to handle RT
outgoing emails, instead of the default internal sendmailpipe?
If so, setup details will be appreciated.

We are on RT 3.6.10.

Many Thanks!
Seb.


From jesse at bestpractical.com  Tue Sep 28 17:08:32 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Sep 2010 17:08:32 -0400
Subject: [rt-users] [Rt-announce] RTIR 2.6.0 release candidate 1
Message-ID: <20100928210832.GA6297@ubuntu>


I'm pleased to announce that the first release candidate for RTIR 2.6.0 is
now available for download. 

The major change in RTIR 2.6 is improved control of custom fields in
RTIR. In earlier releases, all of RTIR's custom fields were prefixed with
'_RTIR_'.  RTIR 2.6 continues our work to move RTIR to using standard
RT APIs and extension mechanisms.  It's now easier than ever to add and
remove fields in RTIR with fewer side effects and less custom code.

This upgrade is NOT fully automated. It's very important that you
validate all custom code stored in RT's database.  You can read more
about the upgrade procedure in the "UPGRADING" document included in
the distribution.  If you already have a support contract for your RTIR
instance or are interested in picking one up, Best Practical can make
staff available to help you plan your upgrade.

RTIR 2.6 is intended for use with RT 3.8.

Information on other changes in RTIR 2.6.0RC1 is below.

http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz
http://download.bestpractical.com/pub/rt/devel/RT-IR-2.6.0rc1.tar.gz.sig

SHA:

0e832292326abf129690af6f9a39c6d070d6e95a  RT-IR-2.6.0rc1.tar.gz
189cab91270c41b0bcf3b7c380b6d779e004ca38  RT-IR-2.6.0rc1.tar.gz.sig

Best,
Jesse


Changes:

* INCOMPATIBLE: prefix '_RTIR_' has been deleted from
  all custom fields in RTIR. See UPGRADING for upgrade
  instructions.
* INCOMPATIBLE: New option %RTIR_CustomFieldDefaults
  that replaces several $RTIR_*_default options that
  were there before, don't forget to update config.
* almost all default Custom Fields of RTIR now can be
  disabled or un-applied. Read more in Administration
  Tutorial.
* IP CF can be changed to single value
* On create with linking (a new child from an incident or a new
  incident from a child) use default values for custom fields
  from linked object
* allow to use any custom field for lookup, not only IP,
  no UI at the moment, but can be used via arguments of a URL
  in clicky actions or linked CFs
* switch SimpleSearch over to the buttonless version
* RTIR's SimpleSearch searches by IP in all queues if
  query is an IP only
* we have search in any RTIR's queue, so we need default
  search format, new entry in $RTIRSearchResultFormats
  config option
* switched over RT's style for RTIR's query builder
* RT::IR->OurQueue(...) method
* RT::IR->CustomFields(...) method
* refactored test suite for re-use in RTIR's extensions
* better described Incident input field on Create pages
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From jesse at bestpractical.com  Tue Sep 28 17:36:32 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 28 Sep 2010 17:36:32 -0400
Subject: [rt-users] [Rt-announce] RT 3.9.4 - first development release
	leading to RT	4.0.0
Message-ID: <20100928213632.GA7985@ubuntu>

It gives me great pleasure to release RT 3.9.4, the first development 
snapshot leading up to the eventual release of RT 4.0.0.

This snapshot is immediately available from:

http://download.bestpractical.com/pub/rt/devel/

a0a6fcaaf07d1496c2b28a82a4e760bdbd6b5b26  rt-3.9.4.tar.gz
d8dd8fafb3330bfa2bf598ddccf7de8b550c506c  rt-3.9.4.tar.gz.sig


Over the past four months, we've been hard at work on RT 3.9, a new
development branch based on RT 3.8. Many of the features we've been
working on in RT 3.9 are driven by a generous and supportive customer,
but we've also been able to backport a number of features from our
original RT 4 effort.

As of today, some of the bigger features you can find in RT 3.9 are:

    * A new access-control editing UI
    * Performance improvements
    * Date custom fields
    * Timestamp custom fields
    * IP Address custom fields
    * IP Address Range custom fields
    * A new "ticket lifecycle" state engine
    * A mobile-optimized web interface
    * Browser-based theme and logo customization

We expect fast full-text searching on Postgres and Oracle, as well some
other cool features, to land in RT 3.9 within the next few weeks.
 
Later today, we will release RT 3.9.4, the first beta version on the
new road to RT 4.0.0. This is a DEVELOPMENT SNAPSHOT and not intended
for production deployment. It should be possible to upgrade your test
databases from RT 3.8.8 to RT 3.9.4. If you run into trouble, please
report it to rt-devel at lists.bestpractical.com.  This release is not
considered to be production-ready and you should not run it in production.
 
Before you do anything with RT 3.9, you should _definitely_ read the
UPGRADING document, as it describes some fairly substantial changes.
 
We're not yet promising that the APIs or schema in 3.9 are stable or that
we've documented every problem and upgrade headache. That said,
we do want to hear about what you like (and what you don't). Again,
rt-devel at lists.bestpractical.com is the right place to report such things.

Best,

Jesse Vincent
Best Practical

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From tom at netspot.com.au  Tue Sep 28 18:13:02 2010
From: tom at netspot.com.au (Tom Lanyon)
Date: Wed, 29 Sep 2010 07:43:02 +0930
Subject: [rt-users] Suppressing outgoing email from another queue if
	ticket is moved into our Spam queue
In-Reply-To: <AANLkTikf35oz7E41ATaiW6QZpP5rmWcMXp0A4wpnn=Xw@mail.gmail.com>
References: <AANLkTi=_GqLhSPFzky8AKvY+-9tsBvNx+j74oiUAXfmv@mail.gmail.com>
	<AANLkTikf35oz7E41ATaiW6QZpP5rmWcMXp0A4wpnn=Xw@mail.gmail.com>
Message-ID: <4684786D-5ECE-4840-BADA-DA7B48ACAEDB@netspot.com.au>

On 20/09/2010, at 5:22 AM, Gavin Henry wrote:
> So for example, once an email is filtered for the spam headers our MTA
> has added, RT moves this ticket into our Spam queue. If this ticket
> was meant for our sales queue, the sales queue still sends out an
> email even though the end queue is our Spam one.

I'm assuming that the email from your Sales queue is an auto-response or a 'new ticket created' email.

If that's the case, then you'll need your custom spam filter scrip to run first, before any of the email generating scrips run. IIRC, scrips are run in alphabetical order, so this may be as simple as prefixing the name of your spam filter scrip with a '0' (zero). This should mean that spam tickets are moved to the Spam queue *before* any other action is taken and any of the email generating scrips which run, will run against the ticket in the Spam queue and not its original queue (e.g. Sales).

Next, you'll need to stop the Spam queue from sending emails. You should be able to do this with template overrides. For every scrip which applies to the Spam queue (including global scrips) that sends email, copy the name of the template it uses and create a new template local to the Spam queue with the same name but with no contents. Queue-local templates will be used in preference to global templates and a blank template will not send any email.

Hope this helps.

Tom

From stevodevo at gmail.com  Tue Sep 28 19:49:20 2010
From: stevodevo at gmail.com (Steve Berg)
Date: Wed, 29 Sep 2010 09:49:20 +1000
Subject: [rt-users] Embed Survey in Template?
Message-ID: <AANLkTim0=DcJT3tcZWf7GGowAeWBo5sctQ1GnJQQ919Y@mail.gmail.com>

I currently include a link to a 4 question Customer Satisfaction
survey at the end of each Helpdesk request that is resolved. Is it
possible (instead of sending a link to the survey), that I embed the
survey itself in the email?  It's a web based survey and I'd probably
get more results if it was right there in their email!

-Steve


From fooraide at gmail.com  Wed Sep 29 11:31:41 2010
From: fooraide at gmail.com (David)
Date: Wed, 29 Sep 2010 11:31:41 -0400
Subject: [rt-users] Getting a list of tickets from $self->TicketObj->Merged ?
Message-ID: <AANLkTi=Qy7p2i+tYrTDB7BYk-mq76LFRYvGerBRkKo10@mail.gmail.com>

Hi,

How would I go about getting an actual list of tickets from
$self->TicketObj->Merged ?
It returns an integer which seems to be the amount of tickets that has
been merged into the actual ticket but it doesn't seem to return a
list that I can run through.

I've tried going through "Merged" with ->Next but I get an error:
Commit failed: Can't call method "Next" without a package or object reference

The documentation says the following:
:/opt/rt3/lib/RT# perldoc Ticket_Overlay.pm |grep merged -a2
       Merged

       Returns list of tickets' ids that's been merged into this ticket.

Any ideas ?

Thanks,

- David


From val at polyakov.me  Wed Sep 29 11:46:05 2010
From: val at polyakov.me (Val Polyakov)
Date: Wed, 29 Sep 2010 11:46:05 -0400
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
Message-ID: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>

Hi,

My RT-Authen-ExternalAuth works - as in, I can login to RT using my active
directory username/password.

however, when I login using my AD account I don't see many things. I only
see open tickets / closed tickets / new ticket  on the left side there..

how can I give the ability to view all queues to authenticated users, for
instance? I tried doing this in config -> global -> group rights:
SeeQueue to Everyone
but that didn't seem to help..


also, another question:

if I go to configuration -> users I only see root there. I don't see the
LDAP account that I successfully logged in with previously. Why?

My RT_SiteConfig.pm and externalauth's RT_SiteConfig.pm are attached
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From jledford at biltmore.com  Wed Sep 29 11:51:23 2010
From: jledford at biltmore.com (Jason Ledford)
Date: Wed, 29 Sep 2010 11:51:23 -0400
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
Message-ID: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>

Can you log in as root?  If so you should be able to search for the ldap user you logged in as and then grant them access.  I think the page you are talking about is only showing privledged users.  Also, you will only be able to search for ldap users that have logged in, unless you also use the ldap import plugin http://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.07/lib/RT/Extension/LDAPImport.pm

For the permissions problem, it sounds like you granted permissions, but didn't make the user a priveledge user.  If you search for your user like I mentioned above, when you look at their property sheet you will see a check box called make this user priveledged (something like that), checking that should give the user access.

________________________________________
From: rt-users-bounces at lists.bestpractical.com [rt-users-bounces at lists.bestpractical.com] On Behalf Of Val Polyakov [val at polyakov.me]
Sent: Wednesday, September 29, 2010 11:46 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question

Hi,

My RT-Authen-ExternalAuth works - as in, I can login to RT using my active
directory username/password.

however, when I login using my AD account I don't see many things. I only
see open tickets / closed tickets / new ticket  on the left side there..

how can I give the ability to view all queues to authenticated users, for
instance? I tried doing this in config -> global -> group rights:
SeeQueue to Everyone
but that didn't seem to help..


also, another question:

if I go to configuration -> users I only see root there. I don't see the
LDAP account that I successfully logged in with previously. Why?

My RT_SiteConfig.pm and externalauth's RT_SiteConfig.pm are attached

From kfcrocker at lbl.gov  Wed Sep 29 11:59:38 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 08:59:38 -0700
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
Message-ID: <AANLkTim9JmQWCdzOeA7FcsKCQ9mrQ-4UZq5VLb8wt5ea@mail.gmail.com>

Val,

First of all, "SeeQueue" doesn't really have anything to do with "seeing"
tickets. It merely gives user the ability to see a Queue they might want to
create a ticket in, and then, they still have to have "CreateTicket". To
"SeeTickets", there s few rights you can grant. 1) grant the "ShowTicket"
right to see general info on a ticket. 2) grant "ShowTicketComments" to
allow the user to see any comments made on the ticket. "ShowTicket doesn't
include this ability. 3) grant "SeeOutgoingEmail" to allow the user to see
the email that is in a ticket and 4) grant "SeeCustomField" (usually at the
group level) to see any Custom Fields in the TIcket. We usually grant all
these to user-defined groups of user with the same interest in a particular
Queue. Further, if you don't want everyone to see everyone else's business,
grant these rights to the Requestor's role instead of a Users group. Of
course, you're going to want Owners or a User-defined group of support users
(those that can "take", "own" and "modify" a ticket in a Queue) all of those
rights as well.
Hope this helps.

Kenn
LBNL

On Wed, Sep 29, 2010 at 8:46 AM, Val Polyakov <val at polyakov.me> wrote:

> Hi,
>
> My RT-Authen-ExternalAuth works - as in, I can login to RT using my active
> directory username/password.
>
> however, when I login using my AD account I don't see many things. I only
> see open tickets / closed tickets / new ticket  on the left side there..
>
> how can I give the ability to view all queues to authenticated users, for
> instance? I tried doing this in config -> global -> group rights:
> SeeQueue to Everyone
> but that didn't seem to help..
>
>
> also, another question:
>
> if I go to configuration -> users I only see root there. I don't see the
> LDAP account that I successfully logged in with previously. Why?
>
> My RT_SiteConfig.pm and externalauth's RT_SiteConfig.pm are attached
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Wed Sep 29 12:04:41 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 09:04:41 -0700
Subject: [rt-users] Getting a list of tickets from
 $self->TicketObj->Merged ?
In-Reply-To: <AANLkTi=Qy7p2i+tYrTDB7BYk-mq76LFRYvGerBRkKo10@mail.gmail.com>
References: <AANLkTi=Qy7p2i+tYrTDB7BYk-mq76LFRYvGerBRkKo10@mail.gmail.com>
Message-ID: <AANLkTikHeVOVwQijf1Mn_CxMNa9AdezKNVU--915TsLK@mail.gmail.com>

David,

Merged tickets have an "EffectiveID" that isn't the same as the"ID". It is
also in the link table as a Type = "MergedInto".
So, if you're using SQL, that should do it fo ryou.

Kenn
LBNL

On Wed, Sep 29, 2010 at 8:31 AM, David <fooraide at gmail.com> wrote:

> Hi,
>
> How would I go about getting an actual list of tickets from
> $self->TicketObj->Merged ?
> It returns an integer which seems to be the amount of tickets that has
> been merged into the actual ticket but it doesn't seem to return a
> list that I can run through.
>
> I've tried going through "Merged" with ->Next but I get an error:
> Commit failed: Can't call method "Next" without a package or object
> reference
>
> The documentation says the following:
> :/opt/rt3/lib/RT# perldoc Ticket_Overlay.pm |grep merged -a2
>       Merged
>
>       Returns list of tickets' ids that's been merged into this ticket.
>
> Any ideas ?
>
> Thanks,
>
> - David
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Wed Sep 29 12:07:35 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 09:07:35 -0700
Subject: [rt-users] Embed Survey in Template?
In-Reply-To: <AANLkTim0=DcJT3tcZWf7GGowAeWBo5sctQ1GnJQQ919Y@mail.gmail.com>
References: <AANLkTim0=DcJT3tcZWf7GGowAeWBo5sctQ1GnJQQ919Y@mail.gmail.com>
Message-ID: <AANLkTimBrrN5q8XFHOreEbDes+MNYtVLioXJO_WQVoXJ@mail.gmail.com>

Steve,

Can you put that survey into the Ticket as an attachment? If it is a static
survey (meaning it doesn't change), then maybe attach it whenever a ticket
is created. That way you can include the attachment in your template. Just a
thought.

Kenn
LBNL

On Tue, Sep 28, 2010 at 4:49 PM, Steve Berg <stevodevo at gmail.com> wrote:

> I currently include a link to a 4 question Customer Satisfaction
> survey at the end of each Helpdesk request that is resolved. Is it
> possible (instead of sending a link to the survey), that I embed the
> survey itself in the email?  It's a web based survey and I'd probably
> get more results if it was right there in their email!
>
> -Steve
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From val at polyakov.me  Wed Sep 29 12:11:15 2010
From: val at polyakov.me (Val Polyakov)
Date: Wed, 29 Sep 2010 12:11:15 -0400
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>
Message-ID: <6d0e9e0beb4d1d20136b1f5959f91262.squirrel@yoda.im>

> Can you log in as root?

yes

> If so you should be able to search for the ldap user you logged in as and
> then grant them access.

how? where do I search? the only 'users' that I see is in configuration ->
users, and you're saying thats the wrong place..




From kfcrocker at lbl.gov  Wed Sep 29 12:15:38 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 09:15:38 -0700
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <6d0e9e0beb4d1d20136b1f5959f91262.squirrel@yoda.im>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>
	<6d0e9e0beb4d1d20136b1f5959f91262.squirrel@yoda.im>
Message-ID: <AANLkTimHosMHeN2CYbppLUgecYi9-dCWuGkU2WM3Fw6c@mail.gmail.com>

Val,

At the bottom of the COnfig->Users display page is a box you can check to
"include disabled" users in the search. Check that you should see everyone.

Kenn
LBNL

On Wed, Sep 29, 2010 at 9:11 AM, Val Polyakov <val at polyakov.me> wrote:

> > Can you log in as root?
>
> yes
>
> > If so you should be able to search for the ldap user you logged in as and
> > then grant them access.
>
> how? where do I search? the only 'users' that I see is in configuration ->
> users, and you're saying thats the wrong place..
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Wed Sep 29 12:20:40 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 09:20:40 -0700
Subject: [rt-users] Problem with preferences setting for search results limit
Message-ID: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>

To list,

I'm noticing that when I change my "Preferences" setting for search limits
on rows returned, it's basically ignored. I usually have it set at 50 (and
to be honest, I haven't really spent any time counting the rows) but when I
change it to a significantly lower number, I still get 50. I cleared my
cache. Still the same results. Is there a patch I missed or something? I'm
on 3.8.7, Oracle, Redhat.

Thanks in advance.

Kenn
LBNL
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From jblaine at kickflop.net  Wed Sep 29 12:26:35 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 29 Sep 2010 12:26:35 -0400
Subject: [rt-users] Problem with preferences setting for search results
 limit
In-Reply-To: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>
References: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>
Message-ID: <4CA368BB.5030809@kickflop.net>

3.8.7 here, no problem setting it to 10 and getting 10

On 9/29/2010 12:20 PM, Kenneth Crocker wrote:
> To list,
>
> I'm noticing that when I change my "Preferences" setting for search
> limits on rows returned, it's basically ignored. I usually have it set
> at 50 (and to be honest, I haven't really spent any time counting the
> rows) but when I change it to a significantly lower number, I still get
> 50. I cleared my cache. Still the same results. Is there a patch I
> missed or something? I'm on 3.8.7, Oracle, Redhat.
>
> Thanks in advance.
>
> Kenn
> LBNL
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


From Hossein.Rafighi at triumf.ca  Wed Sep 29 12:31:01 2010
From: Hossein.Rafighi at triumf.ca (Hossein Rafighi)
Date: Wed, 29 Sep 2010 09:31:01 -0700
Subject: [rt-users] Login Question
In-Reply-To: <AANLkTi=Qy7p2i+tYrTDB7BYk-mq76LFRYvGerBRkKo10@mail.gmail.com>
References: <AANLkTi=Qy7p2i+tYrTDB7BYk-mq76LFRYvGerBRkKo10@mail.gmail.com>
Message-ID: <4CA369C5.5020200@triumf.ca>

  Dear All,

We are at RT3.8.7 using external authentication (LDAP) managed by a 
different department. Is it possible to use an email address for 
Username, instead of uid? If yes, what needs to be changed? Or, do we 
need to set the uids to an email address in LDAP server? Our 
RT_SiteConfig.pm for LDAP is:
'type'                      =>  'ldap',
'auth'                      =>  '1',
'info'                      =>  '1',
'server'                    =>  'siteldap.triumf.ca',
'base'                      =>  'o=triumf',
'filter'                    =>  '(objectClass=inetOrgPerson)',
'attr_match_list'           => [    'Name',
                                     'EmailAddress',
                                     'RealName', ],
'attr_map'                  =>  {   'Name' => 'uid',
                                     'EmailAddress' => 'mail',
                                    'RealName' => 'cn',
.......

Your replies are greatly appreciated in advance.

Cheers,
Hossein
-- 

  _____  _____   _____  _   _  _   _  ____ Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
   | |  | |_|  )  | |  | | | ||     || |__ Vancouver BC, Canada, V6T 2A3
   | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
   | |  | | \ \  _| |_ |     || | | || |   Fax:   (604) 222-1074
   |_|  |_|  \_\|_____| \___/ |_| |_||_|   Website: http://www.triumf.ca



From val at polyakov.me  Wed Sep 29 12:37:30 2010
From: val at polyakov.me (Val Polyakov)
Date: Wed, 29 Sep 2010 12:37:30 -0400
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <AANLkTimHosMHeN2CYbppLUgecYi9-dCWuGkU2WM3Fw6c@mail.gmail.com>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>
	<6d0e9e0beb4d1d20136b1f5959f91262.squirrel@yoda.im>
	<AANLkTimHosMHeN2CYbppLUgecYi9-dCWuGkU2WM3Fw6c@mail.gmail.com>
Message-ID: <0cc991fca0773129e56f7a07bafca2a7.squirrel@yoda.im>

perfect, that worked!

few more questions:

I downloaded rtldapimport and took a look at the readme, and here's the
thing: my users are spread out across 5 OUs - there's no single OU to
point rtldapimpoirt to and have it import all of my users. is there a way
for me to specify the 5 bases to search in?

and another:

what would be the easiest/quickest way to make all my ldap users
priveleged, after they are imported through rtldapimport?

thanks again for all your help

--Val


> Val,
>
> At the bottom of the COnfig->Users display page is a box you can check to
> "include disabled" users in the search. Check that you should see
> everyone.
>
> Kenn
> LBNL
>
> On Wed, Sep 29, 2010 at 9:11 AM, Val Polyakov <val at polyakov.me> wrote:
>
>> > Can you log in as root?
>>
>> yes
>>
>> > If so you should be able to search for the ldap user you logged in as
>> and
>> > then grant them access.
>>
>> how? where do I search? the only 'users' that I see is in configuration
>> ->
>> users, and you're saying thats the wrong place..
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!




From kfcrocker at lbl.gov  Wed Sep 29 12:56:15 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 09:56:15 -0700
Subject: [rt-users] Problem with preferences setting for search results
	limit
In-Reply-To: <4CA368BB.5030809@kickflop.net>
References: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>
	<4CA368BB.5030809@kickflop.net>
Message-ID: <AANLkTimCwgw--ZJ6vsLz3TCVwft2RwoR8nzrKcY__8UG@mail.gmail.com>

Jeff,

I wonder if there is some setting that goes with this preference that I am
missing.

Kenn
LBNL

On Wed, Sep 29, 2010 at 9:26 AM, Jeff Blaine <jblaine at kickflop.net> wrote:

> 3.8.7 here, no problem setting it to 10 and getting 10
>
>
> On 9/29/2010 12:20 PM, Kenneth Crocker wrote:
>
>> To list,
>>
>> I'm noticing that when I change my "Preferences" setting for search
>> limits on rows returned, it's basically ignored. I usually have it set
>> at 50 (and to be honest, I haven't really spent any time counting the
>> rows) but when I change it to a significantly lower number, I still get
>> 50. I cleared my cache. Still the same results. Is there a patch I
>> missed or something? I'm on 3.8.7, Oracle, Redhat.
>>
>> Thanks in advance.
>>
>> Kenn
>> LBNL
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Wed Sep 29 13:19:09 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 10:19:09 -0700
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <0cc991fca0773129e56f7a07bafca2a7.squirrel@yoda.im>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>
	<6d0e9e0beb4d1d20136b1f5959f91262.squirrel@yoda.im>
	<AANLkTimHosMHeN2CYbppLUgecYi9-dCWuGkU2WM3Fw6c@mail.gmail.com>
	<0cc991fca0773129e56f7a07bafca2a7.squirrel@yoda.im>
Message-ID: <AANLkTikHC1TA0+hbj_4mugBwXCeLmDV0fJ7bRQTcu_Qh@mail.gmail.com>

Val,

You could set your RT_SiteConfigure.pm file with these settings:

*Set($AutoCreate, ?Privileged?=>1);*


This would ensure any additions would all be privileged.

As to those that are already Users, I have no idea how to make them all
Privileged. Perhaps someone has written a program that uses the API that
will do that. Did you check the wiki?


Kenn

LBNL
**


On Wed, Sep 29, 2010 at 9:37 AM, Val Polyakov <val at polyakov.me> wrote:

> perfect, that worked!
>
> few more questions:
>
> I downloaded rtldapimport and took a look at the readme, and here's the
> thing: my users are spread out across 5 OUs - there's no single OU to
> point rtldapimpoirt to and have it import all of my users. is there a way
> for me to specify the 5 bases to search in?
>
> and another:
>
> what would be the easiest/quickest way to make all my ldap users
> priveleged, after they are imported through rtldapimport?
>
> thanks again for all your help
>
> --Val
>
>
> > Val,
> >
> > At the bottom of the COnfig->Users display page is a box you can check to
> > "include disabled" users in the search. Check that you should see
> > everyone.
> >
> > Kenn
> > LBNL
> >
> > On Wed, Sep 29, 2010 at 9:11 AM, Val Polyakov <val at polyakov.me> wrote:
> >
> >> > Can you log in as root?
> >>
> >> yes
> >>
> >> > If so you should be able to search for the ldap user you logged in as
> >> and
> >> > then grant them access.
> >>
> >> how? where do I search? the only 'users' that I see is in configuration
> >> ->
> >> users, and you're saying thats the wrong place..
> >>
> >>
> >>
> >> RT Training in Washington DC, USA on Oct 25 & 26 2010
> >> Last one this year -- Learn how to get the most out of RT!
> >>
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
>
>
>
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From kfcrocker at lbl.gov  Wed Sep 29 13:25:52 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 10:25:52 -0700
Subject: [rt-users] Aligning search results to the top when columns wrap
Message-ID: <AANLkTi=kG0osGeW1x43yXVBw+FMejCrMpyj4C=F8EuLw@mail.gmail.com>

To List,

Awhile ago, I sent in a note mentioning that RT seems to put row information
in the middle of of a vertical line for any rows that have column info that
wraps (like a large text field). I found a way to override this behavior.

If anyone is interested, let me know.

I also think this would be a good "User Preference" setting option.

Thanks.

Kenn
LBNL
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From jblaine at kickflop.net  Wed Sep 29 13:28:27 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 29 Sep 2010 13:28:27 -0400
Subject: [rt-users] Problem with preferences setting for search results
 limit
In-Reply-To: <AANLkTimCwgw--ZJ6vsLz3TCVwft2RwoR8nzrKcY__8UG@mail.gmail.com>
References: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>	<4CA368BB.5030809@kickflop.net>
	<AANLkTimCwgw--ZJ6vsLz3TCVwft2RwoR8nzrKcY__8UG@mail.gmail.com>
Message-ID: <4CA3773B.8010403@kickflop.net>

Kenn,

I still just suspect some sort of caching issue.  There
is no specific RowsPerPage field for this in the DB schema
definitions themselves.  Looking around, it seems this
data is stored per web session.

Log out and back in again?

On 9/29/2010 12:56 PM, Kenneth Crocker wrote:
> Jeff,
>
> I wonder if there is some setting that goes with this preference that I
> am missing.
>
> Kenn
> LBNL
>
> On Wed, Sep 29, 2010 at 9:26 AM, Jeff Blaine <jblaine at kickflop.net
> <mailto:jblaine at kickflop.net>> wrote:
>
>     3.8.7 here, no problem setting it to 10 and getting 10
>
>
>     On 9/29/2010 12:20 PM, Kenneth Crocker wrote:
>
>         To list,
>
>         I'm noticing that when I change my "Preferences" setting for search
>         limits on rows returned, it's basically ignored. I usually have
>         it set
>         at 50 (and to be honest, I haven't really spent any time
>         counting the
>         rows) but when I change it to a significantly lower number, I
>         still get
>         50. I cleared my cache. Still the same results. Is there a patch I
>         missed or something? I'm on 3.8.7, Oracle, Redhat.
>
>         Thanks in advance.
>
>         Kenn
>         LBNL
>
>
>
>
>         RT Training in Washington DC, USA on Oct 25&  26 2010
>         Last one this year -- Learn how to get the most out of RT!
>
>
>     RT Training in Washington DC, USA on Oct 25 & 26 2010
>     Last one this year -- Learn how to get the most out of RT!
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


From val at polyakov.me  Wed Sep 29 13:39:16 2010
From: val at polyakov.me (Val Polyakov)
Date: Wed, 29 Sep 2010 13:39:16 -0400
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <AANLkTikHC1TA0+hbj_4mugBwXCeLmDV0fJ7bRQTcu_Qh@mail.gmail.com>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>
	<6d0e9e0beb4d1d20136b1f5959f91262.squirrel@yoda.im>
	<AANLkTimHosMHeN2CYbppLUgecYi9-dCWuGkU2WM3Fw6c@mail.gmail.com>
	<0cc991fca0773129e56f7a07bafca2a7.squirrel@yoda.im>
	<AANLkTikHC1TA0+hbj_4mugBwXCeLmDV0fJ7bRQTcu_Qh@mail.gmail.com>
Message-ID: <b93b7975d96ce2219b14ee05a8ab2f79.squirrel@yoda.im>

> Val,
>
> You could set your RT_SiteConfigure.pm file with these settings:
>
> *Set($AutoCreate, ?Privileged?=>1);*
>
>
> This would ensure any additions would all be privileged.
>

awesome, thanks


> As to those that are already Users, I have no idea how to make them all
> Privileged.

it's a fresh install with no users, so far I was the only one who logged
in to this thing with my AD account.. and I already made that one
priveleged manually. so looks like I'm all set for now :)


I've asked this before on the list, but didnt get any replies.. I'll try
my luck again here, if you don't mind:

My users are spread across 5 OUs:

ou=users,ou=city,dc=mydomain,dc=org  where "city" is the city that they
reside in. there's no catchall OU with all of these users.

how can I set up RT-Authen-ExternalAuth to look in all 5 OUs for the user?

I have this now:
...
'base'                  =>  'ou=Users,ou=Yonkers,dc=mydomain,dc=org',
...

Feel like I'm overlooking something simple.

perhaps I need to set up 5 ldap sections inside
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
(My_LDAP, My_LDAP1, MY_LDAP2, etc), with them being absolutely identical
aside for the city OU?

Not sure



From kfcrocker at lbl.gov  Wed Sep 29 14:17:26 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 11:17:26 -0700
Subject: [rt-users] Problem with preferences setting for search results
	limit
In-Reply-To: <4CA3773B.8010403@kickflop.net>
References: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>
	<4CA368BB.5030809@kickflop.net>
	<AANLkTimCwgw--ZJ6vsLz3TCVwft2RwoR8nzrKcY__8UG@mail.gmail.com>
	<4CA3773B.8010403@kickflop.net>
Message-ID: <AANLkTi=1umE7jGuhS7V5YY0MyOB3JftV743cfAzCY-dA@mail.gmail.com>

Jeff,

I just did that to no avail.

I also tested this in my *test session* where I made an *override in the css
code* that builds a ticket list
(opt/rt3/local/html/NoAuth/css/web2/ticket-lists.css) to align all row data
to the top of the row and it returns 50 rows no matter what the system
default is or what I set my preferences to. Interesting. I wouldn't think
that aligning row to the top would affect the number of rows shown per
result page. I wonder why that is?

Kenn
LBNL

On Wed, Sep 29, 2010 at 10:28 AM, Jeff Blaine <jblaine at kickflop.net> wrote:

> Kenn,
>
> I still just suspect some sort of caching issue.  There
> is no specific RowsPerPage field for this in the DB schema
> definitions themselves.  Looking around, it seems this
> data is stored per web session.
>
> Log out and back in again?
>
>
> On 9/29/2010 12:56 PM, Kenneth Crocker wrote:
>
>> Jeff,
>>
>> I wonder if there is some setting that goes with this preference that I
>> am missing.
>>
>> Kenn
>> LBNL
>>
>> On Wed, Sep 29, 2010 at 9:26 AM, Jeff Blaine <jblaine at kickflop.net
>> <mailto:jblaine at kickflop.net>> wrote:
>>
>>    3.8.7 here, no problem setting it to 10 and getting 10
>>
>>
>>    On 9/29/2010 12:20 PM, Kenneth Crocker wrote:
>>
>>        To list,
>>
>>        I'm noticing that when I change my "Preferences" setting for search
>>        limits on rows returned, it's basically ignored. I usually have
>>        it set
>>        at 50 (and to be honest, I haven't really spent any time
>>        counting the
>>        rows) but when I change it to a significantly lower number, I
>>        still get
>>        50. I cleared my cache. Still the same results. Is there a patch I
>>        missed or something? I'm on 3.8.7, Oracle, Redhat.
>>
>>        Thanks in advance.
>>
>>        Kenn
>>        LBNL
>>
>>
>>
>>
>>        RT Training in Washington DC, USA on Oct 25&  26 2010
>>        Last one this year -- Learn how to get the most out of RT!
>>
>>
>>    RT Training in Washington DC, USA on Oct 25 & 26 2010
>>    Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
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From jblaine at kickflop.net  Wed Sep 29 14:34:11 2010
From: jblaine at kickflop.net (Jeff Blaine)
Date: Wed, 29 Sep 2010 14:34:11 -0400
Subject: [rt-users] Problem with preferences setting for search results
 limit
In-Reply-To: <AANLkTi=1umE7jGuhS7V5YY0MyOB3JftV743cfAzCY-dA@mail.gmail.com>
References: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>	<4CA368BB.5030809@kickflop.net>	<AANLkTimCwgw--ZJ6vsLz3TCVwft2RwoR8nzrKcY__8UG@mail.gmail.com>	<4CA3773B.8010403@kickflop.net>
	<AANLkTi=1umE7jGuhS7V5YY0MyOB3JftV743cfAzCY-dA@mail.gmail.com>
Message-ID: <4CA386A3.9050305@kickflop.net>

On 9/29/2010 2:17 PM, Kenneth Crocker wrote:
> Jeff,
>
> I just did that to no avail.
>
> I also tested this in my /test session/ where I made an /override in the
> css code/ that builds a ticket list
> (opt/rt3/local/html/NoAuth/css/web2/ticket-lists.css) to align all row
> data to the top of the row and it returns 50 rows no matter what the
> system default is or what I set my preferences to. Interesting. I
> wouldn't think that aligning row to the top would affect the number of
> rows shown per result page. I wonder why that is?

I can't explain that one either.

I don't know if you have the luxury of being able to do this,
but you could also try wiping your Mason cache if you haven't
already.

Any chance you have a disk full or permission problem prohibiting
session data from being written?

I'm afraid that's about all I've got to offer at this point.

>
> Kenn
> LBNL
>
> On Wed, Sep 29, 2010 at 10:28 AM, Jeff Blaine <jblaine at kickflop.net
> <mailto:jblaine at kickflop.net>> wrote:
>
>     Kenn,
>
>     I still just suspect some sort of caching issue.  There
>     is no specific RowsPerPage field for this in the DB schema
>     definitions themselves.  Looking around, it seems this
>     data is stored per web session.
>
>     Log out and back in again?
>
>
>     On 9/29/2010 12:56 PM, Kenneth Crocker wrote:
>
>         Jeff,
>
>         I wonder if there is some setting that goes with this preference
>         that I
>         am missing.
>
>         Kenn
>         LBNL
>
>         On Wed, Sep 29, 2010 at 9:26 AM, Jeff Blaine
>         <jblaine at kickflop.net <mailto:jblaine at kickflop.net>
>         <mailto:jblaine at kickflop.net <mailto:jblaine at kickflop.net>>> wrote:
>
>             3.8.7 here, no problem setting it to 10 and getting 10
>
>
>             On 9/29/2010 12:20 PM, Kenneth Crocker wrote:
>
>                 To list,
>
>                 I'm noticing that when I change my "Preferences" setting
>         for search
>                 limits on rows returned, it's basically ignored. I
>         usually have
>                 it set
>                 at 50 (and to be honest, I haven't really spent any time
>                 counting the
>                 rows) but when I change it to a significantly lower
>         number, I
>                 still get
>                 50. I cleared my cache. Still the same results. Is there
>         a patch I
>                 missed or something? I'm on 3.8.7, Oracle, Redhat.
>
>                 Thanks in advance.
>
>                 Kenn
>                 LBNL
>
>
>
>
>                 RT Training in Washington DC, USA on Oct 25&  26 2010
>                 Last one this year -- Learn how to get the most out of RT!
>
>
>             RT Training in Washington DC, USA on Oct 25 & 26 2010
>             Last one this year -- Learn how to get the most out of RT!
>
>
>
>
>
>         RT Training in Washington DC, USA on Oct 25&  26 2010
>         Last one this year -- Learn how to get the most out of RT!
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!


From dustin.berube at gmail.com  Wed Sep 29 15:05:38 2010
From: dustin.berube at gmail.com (Dustin Berube)
Date: Wed, 29 Sep 2010 15:05:38 -0400
Subject: [rt-users] Queue specific templates
Message-ID: <AANLkTimHyY63zMMxGPMU0ZEz03ECAWbouZxd1pHniKvA@mail.gmail.com>

I am looking for some suggestions on the best way to have queue specific
templates. I certain departments that have a queue setup with different
needs for auto-responses and ticket resolutions. Is there is a way to over
ride the global templates on a per queue basis? IT is the primary users of
RT and we have a few departments that want to have a queue to handle their
customer service needs.

How are you handling the differences between each queue as far as scrips and
templates are concerned? Did you delete the global scrips and templates and
create them on a per queue basis?

Thanks,
Dustin
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From dpinder at udel.edu  Wed Sep 29 15:14:35 2010
From: dpinder at udel.edu (Pinder, Demetrius)
Date: Wed, 29 Sep 2010 15:14:35 -0400
Subject: [rt-users] Send user an email once ticket has been assigned to an
	owner
Message-ID: <24E5919B14D13641AA29E9A9F64E812A12DA1E3E10@titanium.admin.udel.edu>

Hi,

I'm new to RT and I'm hoping someone can help me or point me in the right direction.

Currently, we have our users request a ticket by logging in and filling out a web form. Upon submission of their request, the user receives an HTML email confirmation. Then we go into RT and set the queue and assign the owner (by default, the owner is set to "nobody").

I would like to send another HTML email to the user once their ticket has been assigned an owner.

This is what I have so far:

Scrip:
Description: OwnerSet
Condition: On Owner Change
Action: Send Email
Template: Global template: Notify User of Owner Set
Stage: TransactionCreate

Template:
To: email address
Subject: {$Ticket->Subject} changed to Owners

Ticket {$Ticket->id} has been assigned

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

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

The owner of your ticket is: {$Ticket->OwnerObj->Name}

Any help is greatly appreciated!!!

Thanks!



Demetrius Pinder
CITA II
Development Office, University of Delaware
Office: (302) 831-6800
dpinder at udel.edu<mailto:dpinder at udel.edu>

CONFIDENTIALITY NOTICE: This email, including any attachments, contains information from The University of Delaware, which may be confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this email in error, please notify the sender immediately by "reply to sender only" message and destroy all electronic and hard copies of the communication, including attachments.

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From jesse at bestpractical.com  Wed Sep 29 15:27:18 2010
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 29 Sep 2010 15:27:18 -0400
Subject: [rt-users] [Rt-announce] RT 3.9.4 - first development release
 leading to RT	4.0.0
In-Reply-To: <4CA392BE.1080707@uwaterloo.ca>
References: <20100928213632.GA7985@ubuntu>
 <4CA392BE.1080707@uwaterloo.ca>
Message-ID: <20100929192718.GR16001@bestpractical.com>




On Wed, Sep 29, 2010 at 03:25:50PM -0400, Jeff Voskamp wrote:
>  On 09/28/2010 05:36 PM, Jesse Vincent wrote:
> >     * A mobile-optimized web interface
> Does this mean we don't the the MobileUI plugin?

Right. I took the mobileui plugin and plugged it in ;)

> Jeff

-- 


From kfcrocker at lbl.gov  Wed Sep 29 15:42:23 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 12:42:23 -0700
Subject: [rt-users] Send user an email once ticket has been assigned to
	an owner
In-Reply-To: <24E5919B14D13641AA29E9A9F64E812A12DA1E3E10@titanium.admin.udel.edu>
References: <24E5919B14D13641AA29E9A9F64E812A12DA1E3E10@titanium.admin.udel.edu>
Message-ID: <AANLkTimf7r86E3hkAQgYSNxyw+ntTQWxuuPK+9LENDq6@mail.gmail.com>

Demetrius,

Try this:

Condition: user-defined
Action: Notify Requestor (or whomever, maybe all, whatever)
Template: Your name it
Stage: TransactionCreate

Custom Condition:

# check transaction for an initial owner assignment

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

return 0 unless ($trans->Field eq 'Owner');
return unless ($trans->OldValue = RT::Nobody()->id());
return 0;

That's what we do.

Kenn
LBNL

On Wed, Sep 29, 2010 at 12:14 PM, Pinder, Demetrius <dpinder at udel.edu>wrote:

> Hi,
>
>
>
> I?m new to RT and I?m hoping someone can help me or point me in the right
> direction.
>
>
> Currently, we have our users request a ticket by logging in and filling out
> a web form. Upon submission of their request, the user receives an HTML
> email confirmation. Then we go into RT and set the queue and assign the
> owner (by default, the owner is set to ?nobody?).
>
>
>
> I would like to send another HTML email to the user once their ticket has
> been assigned an owner.
>
>
>
> This is what I have so far:
>
>
>
> Scrip:
>
> Description: OwnerSet
>
> Condition: On Owner Change
>
> Action: Send Email
>
> Template: Global template: Notify User of Owner Set
>
> Stage: TransactionCreate
>
>
>
> Template:
>
> To: email address
>
> Subject: {$Ticket->Subject} changed to Owners
>
>
>
> Ticket {$Ticket->id} has been assigned
>
>
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>
>
>
> -------------
>
>
>
> The owner of your ticket is: {$Ticket->OwnerObj->Name}
>
>
>
> Any help is greatly appreciated!!!
>
>
>
> Thanks!
>
>
>
>
>
>
> Demetrius Pinder
>
> CITA II
>
> Development Office, University of Delaware
>
> Office: (302) 831-6800
>
> dpinder at udel.edu
>
>
>
> CONFIDENTIALITY NOTICE: This email, including any attachments, contains
> information from The University of Delaware, which may be confidential or
> privileged. The information is intended to be for the use of the individual
> or entity named above. If you are not the intended recipient, be aware that
> any disclosure, copying, distribution or use of the contents of this
> information is prohibited. If you have received this email in error, please
> notify the sender immediately by "reply to sender only" message and destroy
> all electronic and hard copies of the communication, including attachments.
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Wed Sep 29 15:45:05 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 12:45:05 -0700
Subject: [rt-users] Queue specific templates
In-Reply-To: <AANLkTimHyY63zMMxGPMU0ZEz03ECAWbouZxd1pHniKvA@mail.gmail.com>
References: <AANLkTimHyY63zMMxGPMU0ZEz03ECAWbouZxd1pHniKvA@mail.gmail.com>
Message-ID: <AANLkTinnWkTA5o7WuNT==zQpw=Jco=W3NuPLbD9sEnxu@mail.gmail.com>

Dustin,

Just name the template the same name as the Global template and RT will use
the Queue-specified version of the same named template. For Queue-level
scrips, you can select either the Global template or the ones you have for
just the Queue.

Kenn
LBNL

On Wed, Sep 29, 2010 at 12:05 PM, Dustin Berube <dustin.berube at gmail.com>wrote:

> I am looking for some suggestions on the best way to have queue specific
> templates. I certain departments that have a queue setup with different
> needs for auto-responses and ticket resolutions. Is there is a way to over
> ride the global templates on a per queue basis? IT is the primary users of
> RT and we have a few departments that want to have a queue to handle their
> customer service needs.
>
> How are you handling the differences between each queue as far as scrips
> and templates are concerned? Did you delete the global scrips and templates
> and create them on a per queue basis?
>
> Thanks,
> Dustin
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From kfcrocker at lbl.gov  Wed Sep 29 15:47:15 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 29 Sep 2010 12:47:15 -0700
Subject: [rt-users] Problem with preferences setting for search results
	limit
In-Reply-To: <4CA386A3.9050305@kickflop.net>
References: <AANLkTinCQXvAeur7H0koGLS4xszhdGfG_YG4uNPHJAwy@mail.gmail.com>
	<4CA368BB.5030809@kickflop.net>
	<AANLkTimCwgw--ZJ6vsLz3TCVwft2RwoR8nzrKcY__8UG@mail.gmail.com>
	<4CA3773B.8010403@kickflop.net>
	<AANLkTi=1umE7jGuhS7V5YY0MyOB3JftV743cfAzCY-dA@mail.gmail.com>
	<4CA386A3.9050305@kickflop.net>
Message-ID: <AANLkTimK22CArEsT_uOWz2yZCdbGOj6iFot1P1cG7DqH@mail.gmail.com>

Jeff,

Thanks for the thought. I'll check with my technical gurus.

Kenn

On Wed, Sep 29, 2010 at 11:34 AM, Jeff Blaine <jblaine at kickflop.net> wrote:

> On 9/29/2010 2:17 PM, Kenneth Crocker wrote:
>
>> Jeff,
>>
>> I just did that to no avail.
>>
>> I also tested this in my /test session/ where I made an /override in the
>> css code/ that builds a ticket list
>> (opt/rt3/local/html/NoAuth/css/web2/ticket-lists.css) to align all row
>> data to the top of the row and it returns 50 rows no matter what the
>> system default is or what I set my preferences to. Interesting. I
>> wouldn't think that aligning row to the top would affect the number of
>> rows shown per result page. I wonder why that is?
>>
>
> I can't explain that one either.
>
> I don't know if you have the luxury of being able to do this,
> but you could also try wiping your Mason cache if you haven't
> already.
>
> Any chance you have a disk full or permission problem prohibiting
> session data from being written?
>
> I'm afraid that's about all I've got to offer at this point.
>
>
>> Kenn
>> LBNL
>>
>> On Wed, Sep 29, 2010 at 10:28 AM, Jeff Blaine <jblaine at kickflop.net
>> <mailto:jblaine at kickflop.net>> wrote:
>>
>>    Kenn,
>>
>>    I still just suspect some sort of caching issue.  There
>>    is no specific RowsPerPage field for this in the DB schema
>>    definitions themselves.  Looking around, it seems this
>>    data is stored per web session.
>>
>>    Log out and back in again?
>>
>>
>>    On 9/29/2010 12:56 PM, Kenneth Crocker wrote:
>>
>>        Jeff,
>>
>>        I wonder if there is some setting that goes with this preference
>>        that I
>>        am missing.
>>
>>        Kenn
>>        LBNL
>>
>>        On Wed, Sep 29, 2010 at 9:26 AM, Jeff Blaine
>>        <jblaine at kickflop.net <mailto:jblaine at kickflop.net>
>>        <mailto:jblaine at kickflop.net <mailto:jblaine at kickflop.net>>>
>> wrote:
>>
>>            3.8.7 here, no problem setting it to 10 and getting 10
>>
>>
>>            On 9/29/2010 12:20 PM, Kenneth Crocker wrote:
>>
>>                To list,
>>
>>                I'm noticing that when I change my "Preferences" setting
>>        for search
>>                limits on rows returned, it's basically ignored. I
>>        usually have
>>                it set
>>                at 50 (and to be honest, I haven't really spent any time
>>                counting the
>>                rows) but when I change it to a significantly lower
>>        number, I
>>                still get
>>                50. I cleared my cache. Still the same results. Is there
>>        a patch I
>>                missed or something? I'm on 3.8.7, Oracle, Redhat.
>>
>>                Thanks in advance.
>>
>>                Kenn
>>                LBNL
>>
>>
>>
>>
>>                RT Training in Washington DC, USA on Oct 25&  26 2010
>>                Last one this year -- Learn how to get the most out of RT!
>>
>>
>>            RT Training in Washington DC, USA on Oct 25 & 26 2010
>>            Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>>
>>
>>        RT Training in Washington DC, USA on Oct 25&  26 2010
>>        Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>>
>>
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From amohammed.ash at gmail.com  Wed Sep 29 16:24:43 2010
From: amohammed.ash at gmail.com (Ashrock)
Date: Wed, 29 Sep 2010 15:24:43 -0500
Subject: [rt-users] cannot connect even after succesful Ldap search
Message-ID: <4CA3A08B.1010108@gmail.com>

  Hi,

I am trying to connect my AD to RT, to let users in AD access RT with 
their user names. I tried configuring LDAP different ways, but it always 
returns cannot connect to LDAP, Invalid Credentials.
[critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot 
connect to 10.10.0.5:389

I assume the LDAP search was successful through this command.

LDAP Search:
ldapsearch -LLL -x -H ldap://10.10.0.5:389 -b 'ou=IT, ou=Support, 
dc=mcfc, dc=local' -D 'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local' -w 
'abc123!@#' '(&(ObjectClass=User)(CN= RT))'
<returned no errors>
Does that mean, the ldap search was successful?

My RT Site Config is below.
Do i have to use AutoCanonical for user to get connected to LDAP.

Where am i doing wrong. Please let me know if you may need some more 
files to know where am i doing it wrong.

------------------------RT SITE CONFIG 
---------------------------------------------------------------
Set($WebBaseURL,'http://10.10.10.10:443'); Set($WebPath,'');
Set($DatabaseName, 'rt3'); Set($DatabaseType, 'mysql');
Set($DatbaseUser, 'rtuser'); Set($DatabasePassword, 'pass');
Set($rtname,'Ticket'); Set($Organization,"http://www.mcfc.com");

#Set(@Plugins,(qw(Extension::QuickDelete)));
#Set(@Plguins,(qw(RT::FM)));
#Set($LogtoFileNamed, "rt.log");
#Set($LogtoFile, 'debug');

Set(@Plugins,qw(RT::Authen::ExternalAuth));
Set($CorrespondAddress, 'rt-its at mcfc.com');
Set($CommentAddress, 'rt-comment at mcfc.com');

@MailCommand , 'sendmail';
$SendMailArguments = "-oi -t";
$SendMailPath = "/usr/sbin/sendmail";
$SenderMustExistInExternalDatabase = undef;

#Set($MailCommand, 'sendmail');
#Set($SendMailArguments, "-bm --rt-its at mcfc.com");
#Set($SendmailPath, "/usr/sbin/exim4");

Set($NotifyActor, 1);
Set($RecordOutgoingEmail, 1);
Set($Timezone, 'US/Central');

$WebURL = $WebBaseURL . $WebPath . "/";

#Set($WebExternalAuth, 1);
#Set($WebFallbackToInternalAuth, true);
#Set($WebExternalAuto , 1);

Set ($ExternalAuthPriority, [ 'My_LDAP' ]);
Set ($ExternalInfoPriority, [ 'My_LDAP' ]);
Set ($ExternalServiceUsesSSLorTLS, 1);
Set ($AutoCreateNonExternalUsers, 1);
Set ($Autocreate, 'Privileged=>1');

Set($ExternalSettings, { 'My_LDAP' =>
                                      {
                                       'type' => 'ldap',
                                       'server' => '10.10.10.10:389',
                                       'user' => 'cn=RT, ou=IT, 
ou=Support, dc=mcfc, dc=local',
                                       #'filter' => '(uid=*)',
                                      #'filter' => '(&(ObjectCategory = 
User)(ObjectClass=Person))',
                                       'filter' => '(&(ObjectCategory = 
User)',
                                       'd_filter' => 
'(userAccountControl=514)',
                                      #'d_filter' => 
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
                                       'tls' => 0,
                                      #'ssl_version' => 3,
                                       'net_ldap_args' => [version => 3],
                                      #'group' =>'cn= ou=Users 
dc=server, dc=mcfc, dc=local',
                                      #'group_attr' => 'member',
                                       'attr_match_list' => 
['Name','Email Address'],
                                      #'attr_map' => {'Name' => 'uid', 
'EmailAddress' => 'mail'}
                                       'attr_map' => {
                                                      'Name' => 
'sAMAaccountName',
                                                      'EmailAddress' => 
'mail',
                                                      'Organization' => 
'physicalDeliveryOfficeName',
                                                      'RealName' => 'cn',
                                                      'ExternalAuthId'=> 
'sAMAccountname',
                                                      'Gecos' => 
'sAMAccountName',
                                                      'WorkPhone' => 
'telephoneNumber',
                                                      'Address1' => 
'streetAddress',
                                                      'City' => '1',
                                                      'State' => 'st',
                                                      'Zip' =>'postalCode',
                                                      'Country' => 'co'
                                                     }

                                      }
}
);
1;
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From dustin.berube at gmail.com  Wed Sep 29 17:00:30 2010
From: dustin.berube at gmail.com (Dustin Berube)
Date: Wed, 29 Sep 2010 17:00:30 -0400
Subject: [rt-users] Queue specific templates
In-Reply-To: <AANLkTinnWkTA5o7WuNT==zQpw=Jco=W3NuPLbD9sEnxu@mail.gmail.com>
References: <AANLkTimHyY63zMMxGPMU0ZEz03ECAWbouZxd1pHniKvA@mail.gmail.com>
	<AANLkTinnWkTA5o7WuNT==zQpw=Jco=W3NuPLbD9sEnxu@mail.gmail.com>
Message-ID: <AANLkTimf93FX=2ZCC5kgio1xAVgdcYOxL1oC3p6gTcMt@mail.gmail.com>

> Dustin,
>
> Just name the template the same name as the Global template and RT will use
> the Queue-specified version of the same named template. For Queue-level
> scrips, you can select either the Global template or the ones you have for
> just the Queue.
>
>
Thanks for the info Kenn. I will give this a try tomorrow morning.
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From engle at 4j.lane.edu  Wed Sep 29 17:26:37 2010
From: engle at 4j.lane.edu (Kurt Engle)
Date: Wed, 29 Sep 2010 14:26:37 -0700 (PDT)
Subject: [rt-users] Auth
Message-ID: <76768110.131195.1285795597967.JavaMail.root@mail3.4j.lane.edu>

I have RT authenticating users against a LDAP database. That is working just fine right now. However, I have the need to be able to authenticate users that are not listed in this LDAP database. I would like to be able to create users that are 'internal' to RT and be able to administer these users via the RT system. Currently, RT is not allowing me to create internal users, it checks my external LDAP database and does not find the user and refuses to go further. 


Can anyone tell me if this is possible? If so, hints as to what needs to be done to accomplish the authentication that I am looking for. 


Thanks 

Kurt Engle 
Eugene 4J Schools 

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From falcone at bestpractical.com  Wed Sep 29 17:40:15 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 29 Sep 2010 14:40:15 -0700
Subject: [rt-users] managing ldap users / RT-Authen-ExternalAuth question
In-Reply-To: <b93b7975d96ce2219b14ee05a8ab2f79.squirrel@yoda.im>
References: <1c5392fd7bc4ebf8d5bfddf6a188e54f.squirrel@yoda.im>
	<435CB3214F92FD4E8E5CEEB86A20440240F8ABD572@MAILBOX.tbcnet.biltmore.com>
	<6d0e9e0beb4d1d20136b1f5959f91262.squirrel@yoda.im>
	<AANLkTimHosMHeN2CYbppLUgecYi9-dCWuGkU2WM3Fw6c@mail.gmail.com>
	<0cc991fca0773129e56f7a07bafca2a7.squirrel@yoda.im>
	<AANLkTikHC1TA0+hbj_4mugBwXCeLmDV0fJ7bRQTcu_Qh@mail.gmail.com>
	<b93b7975d96ce2219b14ee05a8ab2f79.squirrel@yoda.im>
Message-ID: <20100929214015.GA4363@jibsheet.com>

On Wed, Sep 29, 2010 at 01:39:16PM -0400, Val Polyakov wrote:
> Feel like I'm overlooking something simple.
> 
> perhaps I need to set up 5 ldap sections inside
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
> (My_LDAP, My_LDAP1, MY_LDAP2, etc), with them being absolutely identical
> aside for the city OU?
> 

If you can't express your base with a different OU, then you'll need 5
stanzas.

Please note that since RT-Extension-LDAPImport does not yet support a
multi-source config, you can only use it for RT-Authen-ExternalAuth.
For the importer, you can write a few site configs and run them using
environment variables.  There are a few patches in rt.cpan.org for
LDAPImporter that aren't going to make it into master, but you may
find them interesting.

-kevin
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From falcone at bestpractical.com  Wed Sep 29 17:42:07 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 29 Sep 2010 14:42:07 -0700
Subject: [rt-users] cannot connect even after succesful Ldap search
In-Reply-To: <4CA3A08B.1010108@gmail.com>
References: <4CA3A08B.1010108@gmail.com>
Message-ID: <20100929214207.GB4363@jibsheet.com>

On Wed, Sep 29, 2010 at 03:24:43PM -0500, Ashrock wrote:
>    Hi,
> 
>    I am trying to connect my AD to RT, to let users in AD access RT with their user names. I
>    tried configuring LDAP different ways, but it always returns cannot connect to LDAP, Invalid
>    Credentials.
>    [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 10.10.0.5:389
> 
>    I assume the LDAP search was successful through this command.
> 
>    LDAP Search:
>    ldapsearch -LLL -x -H [1]ldap://10.10.0.5:389 -b 'ou=IT, ou=Support, dc=mcfc, dc=local' -D
>    'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local' -w 'abc123!@#' '(&(ObjectClass=User)(CN= RT))'
>    <returned no errors>
>    Does that mean, the ldap search was successful?

Your ldapsearch command specified a password, your RT config does not

-kevin

>    My RT Site Config is below.
>    Do i have to use AutoCanonical for user to get connected to LDAP.
> 
>    Where am i doing wrong. Please let me know if you may need some more files to know where am i
>    doing it wrong.
> 
>    ------------------------RT SITE CONFIG
>    ---------------------------------------------------------------
>    Set($WebBaseURL,'[2]http://10.10.10.10:443'); Set($WebPath,'');
>    Set($DatabaseName, 'rt3'); Set($DatabaseType, 'mysql');
>    Set($DatbaseUser, 'rtuser'); Set($DatabasePassword, 'pass');
>    Set($rtname,'Ticket'); Set($Organization,[3]"http://www.mcfc.com");
> 
>    #Set(@Plugins,(qw(Extension::QuickDelete)));
>    #Set(@Plguins,(qw(RT::FM)));
>    #Set($LogtoFileNamed, "rt.log");
>    #Set($LogtoFile, 'debug');
> 
>    Set(@Plugins,qw(RT::Authen::ExternalAuth));
>    Set($CorrespondAddress, '[4]rt-its at mcfc.com');
>    Set($CommentAddress, '[5]rt-comment at mcfc.com');
> 
>    @MailCommand , 'sendmail';
>    $SendMailArguments = "-oi -t";
>    $SendMailPath = "/usr/sbin/sendmail";
>    $SenderMustExistInExternalDatabase = undef;
> 
>    #Set($MailCommand, 'sendmail');
>    #Set($SendMailArguments, "-bm --rt-its at mcfc.com");
>    #Set($SendmailPath, "/usr/sbin/exim4");
> 
>    Set($NotifyActor, 1);
>    Set($RecordOutgoingEmail, 1);
>    Set($Timezone, 'US/Central');
> 
>    $WebURL = $WebBaseURL . $WebPath . "/";
> 
>    #Set($WebExternalAuth, 1);
>    #Set($WebFallbackToInternalAuth, true);
>    #Set($WebExternalAuto , 1);
> 
>    Set ($ExternalAuthPriority, [ 'My_LDAP' ]);
>    Set ($ExternalInfoPriority, [ 'My_LDAP' ]);
>    Set ($ExternalServiceUsesSSLorTLS, 1);
>    Set ($AutoCreateNonExternalUsers, 1);
>    Set ($Autocreate, 'Privileged=>1');
> 
>    Set($ExternalSettings, { 'My_LDAP' =>
>                                         {
>                                          'type' => 'ldap',
>                                          'server' => '10.10.10.10:389',
>                                          'user' => 'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local',
>                                          #'filter' => '(uid=*)',
>                                         #'filter' => '(&(ObjectCategory =
>    User)(ObjectClass=Person))',
>                                          'filter' => '(&(ObjectCategory = User)',
>                                          'd_filter' => '(userAccountControl=514)',
>                                         #'d_filter' =>
>    '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>                                          'tls' => 0,
>                                         #'ssl_version' => 3,
>                                          'net_ldap_args' => [version => 3],
>                                         #'group' =>'cn= ou=Users dc=server, dc=mcfc, dc=local',
>                                         #'group_attr' => 'member',
>                                          'attr_match_list' => ['Name','Email Address'],
>                                         #'attr_map' => {'Name' => 'uid', 'EmailAddress' =>
>    'mail'}
>                                          'attr_map' => {
>                                                         'Name' => 'sAMAaccountName',
>                                                         'EmailAddress' => 'mail',
>                                                         'Organization' =>
>    'physicalDeliveryOfficeName',
>                                                         'RealName' => 'cn',
>                                                         'ExternalAuthId'=> 'sAMAccountname',
>                                                         'Gecos' => 'sAMAccountName',
>                                                         'WorkPhone' => 'telephoneNumber',
>                                                         'Address1' => 'streetAddress',
>                                                         'City' => '1',
>                                                         'State' => 'st',
>                                                         'Zip' =>'postalCode',
>                                                         'Country' => 'co'
>                                                        }
> 
>                                         }
>    }
>    );
>    1;
> 
> References
> 
>    Visible links
>    1. file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>    2. http://10.10.10.10:443/
>    3. http://www.mcfc.com/
>    4. mailto:rt-its at mcfc.com
>    5. mailto:rt-comment at mcfc.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From falcone at bestpractical.com  Wed Sep 29 17:43:41 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 29 Sep 2010 14:43:41 -0700
Subject: [rt-users] Auth
In-Reply-To: <76768110.131195.1285795597967.JavaMail.root@mail3.4j.lane.edu>
References: <76768110.131195.1285795597967.JavaMail.root@mail3.4j.lane.edu>
Message-ID: <20100929214341.GC4363@jibsheet.com>

On Wed, Sep 29, 2010 at 02:26:37PM -0700, Kurt Engle wrote:
>    I have RT authenticating users against a LDAP database. That is working just fine right now.
>    However, I have the need to be able to authenticate users that are not listed in this LDAP
>    database. I would like to be able to create users that are 'internal' to RT and be able to
>    administer these users via the RT system. Currently, RT is not allowing me to create internal
>    users, it checks my external LDAP database and does not find the user and refuses to go
>    further.
>    Can anyone tell me if this is possible? If so, hints as to what needs to be done to accomplish
>    the authentication that I am looking for.

Please check the list archives.  This comes up twice a week and there
is a config setting for it (assuming you're using
RT-Authen-ExternalAuth)

-kevin
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From amohammed.ash at gmail.com  Wed Sep 29 17:48:55 2010
From: amohammed.ash at gmail.com (Ashrock)
Date: Wed, 29 Sep 2010 16:48:55 -0500
Subject: [rt-users] cannot connect even after succesful Ldap search
In-Reply-To: <20100929214207.GB4363@jibsheet.com>
References: <4CA3A08B.1010108@gmail.com> <20100929214207.GB4363@jibsheet.com>
Message-ID: <4CA3B447.2070709@gmail.com>

  I specified the password this time.
But it still does not connect to LDAP even then.


On 9/29/2010 4:42 PM, Kevin Falcone wrote:
> On Wed, Sep 29, 2010 at 03:24:43PM -0500, Ashrock wrote:
>>     Hi,
>>
>>     I am trying to connect my AD to RT, to let users in AD access RT with their user names. I
>>     tried configuring LDAP different ways, but it always returns cannot connect to LDAP, Invalid
>>     Credentials.
>>     [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 10.10.0.5:389
>>
>>     I assume the LDAP search was successful through this command.
>>
>>     LDAP Search:
>>     ldapsearch -LLL -x -H [1]ldap://10.10.0.5:389 -b 'ou=IT, ou=Support, dc=mcfc, dc=local' -D
>>     'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local' -w 'abc123!@#' '(&(ObjectClass=User)(CN= RT))'
>>     <returned no errors>
>>     Does that mean, the ldap search was successful?
> Your ldapsearch command specified a password, your RT config does not
>
> -kevin
>
>>     My RT Site Config is below.
>>     Do i have to use AutoCanonical for user to get connected to LDAP.
>>
>>     Where am i doing wrong. Please let me know if you may need some more files to know where am i
>>     doing it wrong.
>>
>>     ------------------------RT SITE CONFIG
>>     ---------------------------------------------------------------
>>     Set($WebBaseURL,'[2]http://10.10.10.10:443'); Set($WebPath,'');
>>     Set($DatabaseName, 'rt3'); Set($DatabaseType, 'mysql');
>>     Set($DatbaseUser, 'rtuser'); Set($DatabasePassword, 'pass');
>>     Set($rtname,'Ticket'); Set($Organization,[3]"http://www.mcfc.com");
>>
>>     #Set(@Plugins,(qw(Extension::QuickDelete)));
>>     #Set(@Plguins,(qw(RT::FM)));
>>     #Set($LogtoFileNamed, "rt.log");
>>     #Set($LogtoFile, 'debug');
>>
>>     Set(@Plugins,qw(RT::Authen::ExternalAuth));
>>     Set($CorrespondAddress, '[4]rt-its at mcfc.com');
>>     Set($CommentAddress, '[5]rt-comment at mcfc.com');
>>
>>     @MailCommand , 'sendmail';
>>     $SendMailArguments = "-oi -t";
>>     $SendMailPath = "/usr/sbin/sendmail";
>>     $SenderMustExistInExternalDatabase = undef;
>>
>>     #Set($MailCommand, 'sendmail');
>>     #Set($SendMailArguments, "-bm --rt-its at mcfc.com");
>>     #Set($SendmailPath, "/usr/sbin/exim4");
>>
>>     Set($NotifyActor, 1);
>>     Set($RecordOutgoingEmail, 1);
>>     Set($Timezone, 'US/Central');
>>
>>     $WebURL = $WebBaseURL . $WebPath . "/";
>>
>>     #Set($WebExternalAuth, 1);
>>     #Set($WebFallbackToInternalAuth, true);
>>     #Set($WebExternalAuto , 1);
>>
>>     Set ($ExternalAuthPriority, [ 'My_LDAP' ]);
>>     Set ($ExternalInfoPriority, [ 'My_LDAP' ]);
>>     Set ($ExternalServiceUsesSSLorTLS, 1);
>>     Set ($AutoCreateNonExternalUsers, 1);
>>     Set ($Autocreate, 'Privileged=>1');
>>
>>     Set($ExternalSettings, { 'My_LDAP' =>
>>                                          {
>>                                           'type' =>  'ldap',
>>                                           'server' =>  '10.10.10.10:389',
>>                                           'user' =>  'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local',
>>                                           #'filter' =>  '(uid=*)',
>>                                          #'filter' =>  '(&(ObjectCategory =
>>     User)(ObjectClass=Person))',
>>                                           'filter' =>  '(&(ObjectCategory = User)',
>>                                           'd_filter' =>  '(userAccountControl=514)',
>>                                          #'d_filter' =>
>>     '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>>                                           'tls' =>  0,
>>                                          #'ssl_version' =>  3,
>>                                           'net_ldap_args' =>  [version =>  3],
>>                                          #'group' =>'cn= ou=Users dc=server, dc=mcfc, dc=local',
>>                                          #'group_attr' =>  'member',
>>                                           'attr_match_list' =>  ['Name','Email Address'],
>>                                          #'attr_map' =>  {'Name' =>  'uid', 'EmailAddress' =>
>>     'mail'}
>>                                           'attr_map' =>  {
>>                                                          'Name' =>  'sAMAaccountName',
>>                                                          'EmailAddress' =>  'mail',
>>                                                          'Organization' =>
>>     'physicalDeliveryOfficeName',
>>                                                          'RealName' =>  'cn',
>>                                                          'ExternalAuthId'=>  'sAMAccountname',
>>                                                          'Gecos' =>  'sAMAccountName',
>>                                                          'WorkPhone' =>  'telephoneNumber',
>>                                                          'Address1' =>  'streetAddress',
>>                                                          'City' =>  '1',
>>                                                          'State' =>  'st',
>>                                                          'Zip' =>'postalCode',
>>                                                          'Country' =>  'co'
>>                                                         }
>>
>>                                          }
>>     }
>>     );
>>     1;
>>
>> References
>>
>>     Visible links
>>     1. file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>>     2. http://10.10.10.10:443/
>>     3. http://www.mcfc.com/
>>     4. mailto:rt-its at mcfc.com
>>     5. mailto:rt-comment at mcfc.com
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From falcone at bestpractical.com  Wed Sep 29 17:50:09 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 29 Sep 2010 14:50:09 -0700
Subject: [rt-users] cannot connect even after succesful Ldap search
In-Reply-To: <4CA3B447.2070709@gmail.com>
References: <4CA3A08B.1010108@gmail.com> <20100929214207.GB4363@jibsheet.com>
	<4CA3B447.2070709@gmail.com>
Message-ID: <20100929215009.GD4363@jibsheet.com>

On Wed, Sep 29, 2010 at 04:48:55PM -0500, Ashrock wrote:
>    I specified the password this time.
>    But it still does not connect to LDAP even then.

Your servers are also different.

-kevin

>    On 9/29/2010 4:42 PM, Kevin Falcone wrote:
> 
>  On Wed, Sep 29, 2010 at 03:24:43PM -0500, Ashrock wrote:
> 
>     Hi,
> 
>     I am trying to connect my AD to RT, to let users in AD access RT with their user names. I
>     tried configuring LDAP different ways, but it always returns cannot connect to LDAP, Invalid
>     Credentials.
>     [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 10.10.0.5:389
> 
>     I assume the LDAP search was successful through this command.
> 
>     LDAP Search:
>     ldapsearch -LLL -x -H [1][1]ldap://10.10.0.5:389 -b 'ou=IT, ou=Support, dc=mcfc, dc=local' -D
>     'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local' -w 'abc123!@#' '(&(ObjectClass=User)(CN= RT))'
>     <returned no errors>
>     Does that mean, the ldap search was successful?
> 
>  Your ldapsearch command specified a password, your RT config does not
> 
>  -kevin
> 
> 
>     My RT Site Config is below.
>     Do i have to use AutoCanonical for user to get connected to LDAP.
> 
>     Where am i doing wrong. Please let me know if you may need some more files to know where am i
>     doing it wrong.
> 
>     ------------------------RT SITE CONFIG
>     ---------------------------------------------------------------
>     Set($WebBaseURL,'[2][2]http://10.10.10.10:443'); Set($WebPath,'');
>     Set($DatabaseName, 'rt3'); Set($DatabaseType, 'mysql');
>     Set($DatbaseUser, 'rtuser'); Set($DatabasePassword, 'pass');
>     Set($rtname,'Ticket'); Set($Organization,[3][3]"http://www.mcfc.com");
> 
>     #Set(@Plugins,(qw(Extension::QuickDelete)));
>     #Set(@Plguins,(qw(RT::FM)));
>     #Set($LogtoFileNamed, "rt.log");
>     #Set($LogtoFile, 'debug');
> 
>     Set(@Plugins,qw(RT::Authen::ExternalAuth));
>     Set($CorrespondAddress, '[[4]4]rt-its at mcfc.com');
>     Set($CommentAddress, '[[5]5]rt-comment at mcfc.com');
> 
>     @MailCommand , 'sendmail';
>     $SendMailArguments = "-oi -t";
>     $SendMailPath = "/usr/sbin/sendmail";
>     $SenderMustExistInExternalDatabase = undef;
> 
>     #Set($MailCommand, 'sendmail');
>     #Set($SendMailArguments, "-bm --rt-its at mcfc.com");
>     #Set($SendmailPath, "/usr/sbin/exim4");
> 
>     Set($NotifyActor, 1);
>     Set($RecordOutgoingEmail, 1);
>     Set($Timezone, 'US/Central');
> 
>     $WebURL = $WebBaseURL . $WebPath . "/";
> 
>     #Set($WebExternalAuth, 1);
>     #Set($WebFallbackToInternalAuth, true);
>     #Set($WebExternalAuto , 1);
> 
>     Set ($ExternalAuthPriority, [ 'My_LDAP' ]);
>     Set ($ExternalInfoPriority, [ 'My_LDAP' ]);
>     Set ($ExternalServiceUsesSSLorTLS, 1);
>     Set ($AutoCreateNonExternalUsers, 1);
>     Set ($Autocreate, 'Privileged=>1');
> 
>     Set($ExternalSettings, { 'My_LDAP' =>
>                                          {
>                                           'type' => 'ldap',
>                                           'server' => '10.10.10.10:389',
>                                           'user' => 'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local',
>                                           #'filter' => '(uid=*)',
>                                          #'filter' => '(&(ObjectCategory =
>     User)(ObjectClass=Person))',
>                                           'filter' => '(&(ObjectCategory = User)',
>                                           'd_filter' => '(userAccountControl=514)',
>                                          #'d_filter' =>
>     '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>                                           'tls' => 0,
>                                          #'ssl_version' => 3,
>                                           'net_ldap_args' => [version => 3],
>                                          #'group' =>'cn= ou=Users dc=server, dc=mcfc, dc=local',
>                                          #'group_attr' => 'member',
>                                           'attr_match_list' => ['Name','Email Address'],
>                                          #'attr_map' => {'Name' => 'uid', 'EmailAddress' =>
>     'mail'}
>                                           'attr_map' => {
>                                                          'Name' => 'sAMAaccountName',
>                                                          'EmailAddress' => 'mail',
>                                                          'Organization' =>
>     'physicalDeliveryOfficeName',
>                                                          'RealName' => 'cn',
>                                                          'ExternalAuthId'=> 'sAMAccountname',
>                                                          'Gecos' => 'sAMAccountName',
>                                                          'WorkPhone' => 'telephoneNumber',
>                                                          'Address1' => 'streetAddress',
>                                                          'City' => '1',
>                                                          'State' => 'st',
>                                                          'Zip' =>'postalCode',
>                                                          'Country' => 'co'
>                                                         }
> 
>                                          }
>     }
>     );
>     1;
> 
>  References
> 
>     Visible links
>     1. [6]file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>     2. [7]http://10.10.10.10:443/
>     3. [8]http://www.mcfc.com/
>     4. [9]mailto:rt-its at mcfc.com
>     5. [10]mailto:rt-comment at mcfc.com
> 
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!
> 
> 
> 
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>    Visible links
>    1. file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>    2. http://10.10.10.10:443/
>    3. http://www.mcfc.com/
>    4. mailto:4]rt-its at mcfc.com
>    5. mailto:5]rt-comment at mcfc.com
>    6. file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>    7. http://10.10.10.10:443/
>    8. http://www.mcfc.com/
>    9. mailto:rt-its at mcfc.com
>   10. mailto:rt-comment at mcfc.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From amohammed.ash at gmail.com  Wed Sep 29 17:55:23 2010
From: amohammed.ash at gmail.com (Ashrock)
Date: Wed, 29 Sep 2010 16:55:23 -0500
Subject: [rt-users] cannot connect even after succesful Ldap search
In-Reply-To: <20100929215009.GD4363@jibsheet.com>
References: <4CA3A08B.1010108@gmail.com>
	<20100929214207.GB4363@jibsheet.com>	<4CA3B447.2070709@gmail.com>
	<20100929215009.GD4363@jibsheet.com>
Message-ID: <4CA3B5CB.7020201@gmail.com>

  I just typed it different to copy paste in forums.
But i used the same server address while configuring.

Do you see any error in my RT Site Config.
is there somewhere else i can look for possible errors.

On 9/29/2010 4:50 PM, Kevin Falcone wrote:
> On Wed, Sep 29, 2010 at 04:48:55PM -0500, Ashrock wrote:
>>     I specified the password this time.
>>     But it still does not connect to LDAP even then.
> Your servers are also different.
>
> -kevin
>
>>     On 9/29/2010 4:42 PM, Kevin Falcone wrote:
>>
>>   On Wed, Sep 29, 2010 at 03:24:43PM -0500, Ashrock wrote:
>>
>>      Hi,
>>
>>      I am trying to connect my AD to RT, to let users in AD access RT with their user names. I
>>      tried configuring LDAP different ways, but it always returns cannot connect to LDAP, Invalid
>>      Credentials.
>>      [critical]: RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to 10.10.0.5:389
>>
>>      I assume the LDAP search was successful through this command.
>>
>>      LDAP Search:
>>      ldapsearch -LLL -x -H [1][1]ldap://10.10.0.5:389 -b 'ou=IT, ou=Support, dc=mcfc, dc=local' -D
>>      'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local' -w 'abc123!@#' '(&(ObjectClass=User)(CN= RT))'
>>      <returned no errors>
>>      Does that mean, the ldap search was successful?
>>
>>   Your ldapsearch command specified a password, your RT config does not
>>
>>   -kevin
>>
>>
>>      My RT Site Config is below.
>>      Do i have to use AutoCanonical for user to get connected to LDAP.
>>
>>      Where am i doing wrong. Please let me know if you may need some more files to know where am i
>>      doing it wrong.
>>
>>      ------------------------RT SITE CONFIG
>>      ---------------------------------------------------------------
>>      Set($WebBaseURL,'[2][2]http://10.10.10.10:443'); Set($WebPath,'');
>>      Set($DatabaseName, 'rt3'); Set($DatabaseType, 'mysql');
>>      Set($DatbaseUser, 'rtuser'); Set($DatabasePassword, 'pass');
>>      Set($rtname,'Ticket'); Set($Organization,[3][3]"http://www.mcfc.com");
>>
>>      #Set(@Plugins,(qw(Extension::QuickDelete)));
>>      #Set(@Plguins,(qw(RT::FM)));
>>      #Set($LogtoFileNamed, "rt.log");
>>      #Set($LogtoFile, 'debug');
>>
>>      Set(@Plugins,qw(RT::Authen::ExternalAuth));
>>      Set($CorrespondAddress, '[[4]4]rt-its at mcfc.com');
>>      Set($CommentAddress, '[[5]5]rt-comment at mcfc.com');
>>
>>      @MailCommand , 'sendmail';
>>      $SendMailArguments = "-oi -t";
>>      $SendMailPath = "/usr/sbin/sendmail";
>>      $SenderMustExistInExternalDatabase = undef;
>>
>>      #Set($MailCommand, 'sendmail');
>>      #Set($SendMailArguments, "-bm --rt-its at mcfc.com");
>>      #Set($SendmailPath, "/usr/sbin/exim4");
>>
>>      Set($NotifyActor, 1);
>>      Set($RecordOutgoingEmail, 1);
>>      Set($Timezone, 'US/Central');
>>
>>      $WebURL = $WebBaseURL . $WebPath . "/";
>>
>>      #Set($WebExternalAuth, 1);
>>      #Set($WebFallbackToInternalAuth, true);
>>      #Set($WebExternalAuto , 1);
>>
>>      Set ($ExternalAuthPriority, [ 'My_LDAP' ]);
>>      Set ($ExternalInfoPriority, [ 'My_LDAP' ]);
>>      Set ($ExternalServiceUsesSSLorTLS, 1);
>>      Set ($AutoCreateNonExternalUsers, 1);
>>      Set ($Autocreate, 'Privileged=>1');
>>
>>      Set($ExternalSettings, { 'My_LDAP' =>
>>                                           {
>>                                            'type' =>  'ldap',
>>                                            'server' =>  '10.10.10.10:389',
>>                                            'user' =>  'cn=RT, ou=IT, ou=Support, dc=mcfc, dc=local',
>>                                            #'filter' =>  '(uid=*)',
>>                                           #'filter' =>  '(&(ObjectCategory =
>>      User)(ObjectClass=Person))',
>>                                            'filter' =>  '(&(ObjectCategory = User)',
>>                                            'd_filter' =>  '(userAccountControl=514)',
>>                                           #'d_filter' =>
>>      '(userAccountControl:1.2.840.113556.1.4.803:=2)',
>>                                            'tls' =>  0,
>>                                           #'ssl_version' =>  3,
>>                                            'net_ldap_args' =>  [version =>  3],
>>                                           #'group' =>'cn= ou=Users dc=server, dc=mcfc, dc=local',
>>                                           #'group_attr' =>  'member',
>>                                            'attr_match_list' =>  ['Name','Email Address'],
>>                                           #'attr_map' =>  {'Name' =>  'uid', 'EmailAddress' =>
>>      'mail'}
>>                                            'attr_map' =>  {
>>                                                           'Name' =>  'sAMAaccountName',
>>                                                           'EmailAddress' =>  'mail',
>>                                                           'Organization' =>
>>      'physicalDeliveryOfficeName',
>>                                                           'RealName' =>  'cn',
>>                                                           'ExternalAuthId'=>  'sAMAccountname',
>>                                                           'Gecos' =>  'sAMAccountName',
>>                                                           'WorkPhone' =>  'telephoneNumber',
>>                                                           'Address1' =>  'streetAddress',
>>                                                           'City' =>  '1',
>>                                                           'State' =>  'st',
>>                                                           'Zip' =>'postalCode',
>>                                                           'Country' =>  'co'
>>                                                          }
>>
>>                                           }
>>      }
>>      );
>>      1;
>>
>>   References
>>
>>      Visible links
>>      1. [6]file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>>      2. [7]http://10.10.10.10:443/
>>      3. [8]http://www.mcfc.com/
>>      4. [9]mailto:rt-its at mcfc.com
>>      5. [10]mailto:rt-comment at mcfc.com
>>
>>
>>   RT Training in Washington DC, USA on Oct 25&  26 2010
>>   Last one this year -- Learn how to get the most out of RT!
>>
>>
>>
>>
>>   RT Training in Washington DC, USA on Oct 25&  26 2010
>>   Last one this year -- Learn how to get the most out of RT!
>>
>> References
>>
>>     Visible links
>>     1. file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>>     2. http://10.10.10.10:443/
>>     3. http://www.mcfc.com/
>>     4. mailto:4]rt-its at mcfc.com
>>     5. mailto:5]rt-comment at mcfc.com
>>     6. file:///Users/falcone/tmp/ldap:/10.10.0.5:389
>>     7. http://10.10.10.10:443/
>>     8. http://www.mcfc.com/
>>     9. mailto:rt-its at mcfc.com
>>    10. mailto:rt-comment at mcfc.com
>> RT Training in Washington DC, USA on Oct 25&  26 2010
>> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25&  26 2010
> Last one this year -- Learn how to get the most out of RT!
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From elacour at easter-eggs.com  Thu Sep 30 01:42:45 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 30 Sep 2010 07:42:45 +0200
Subject: [rt-users] SMTP for email
In-Reply-To: <AANLkTi=FJq0kEouc=L0xcD_faQ4p5oqo_PEbkT9-qog8@mail.gmail.com>
References: <AANLkTi=FJq0kEouc=L0xcD_faQ4p5oqo_PEbkT9-qog8@mail.gmail.com>
Message-ID: <20100930054244.GE20513@easter-eggs.com>

On Tue, Sep 28, 2010 at 03:25:11PM -0300, sebsua at gmail.com wrote:
> Hi Folks,
> 
> Is there any way we could use our external qmail server to handle RT
> outgoing emails, instead of the default internal sendmailpipe?
> If so, setup details will be appreciated.
> 

>From RT_Config.pm

C<$MailCommand> defines which method RT will use to try to send mail.
We know that 'sendmailpipe' works fairly well.  If 'sendmailpipe'
doesn't work well for you, try 'sendmail'.  Other options are 'smtp'
or 'qmail'.


so you can use smtp. THought, it can be less reliable if your smtp
server went unavailable. Also, as you propably set up your RT on an Unix
box, this is very recommended to have a small smtp sendmail compatible
on it to handle system emails. So why not use it for you're outgoing
emails and set your qmail as a relayhost for this smtp?



From elacour at easter-eggs.com  Thu Sep 30 01:45:43 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 30 Sep 2010 07:45:43 +0200
Subject: [rt-users] Mailto link in template
In-Reply-To: <4C9CB8A4.8070209@ruralnetwork.net>
References: <4C9CB8A4.8070209@ruralnetwork.net>
Message-ID: <20100930054543.GF20513@easter-eggs.com>

On Fri, Sep 24, 2010 at 08:41:40AM -0600, Sysadmin wrote:
>  I'm trying to embed a mailto: HTML code into my ticket creation
> template so that the customer can click the link and this will
> generate a blank  email with the ticket info in the subject that can
> use for a reply, that the system can then parse into the ticket. The
> mail to address would vary according to the group or queue it was
> created for.
> 
> I tried this:
> 
> <A HREF="mailto:{$Ticket->QueueObj->CorrespondAddress()}?subject=[{$Ticket->QueueObj->SubjectTag
> || $rtname} #{$Ticket->id}] {$Ticket->Subject()}
> ">To Email RNS about the ticket</A>
> 
> 
> While I know this is wrong, perhaps it will give you a better idea
> of what I,m trying to do.
> 

In an html template, you can use something like this:

<a href="mailto:{$Ticket->QueueObj->QueueOrDefaultCorrespondAddress}?subject=SUBJECT&body=BODY">To Email RNS about the ticket</a>

you should urlencode BODY


From elacour at easter-eggs.com  Thu Sep 30 01:50:03 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 30 Sep 2010 07:50:03 +0200
Subject: [rt-users] Align row info at top on search results
In-Reply-To: <AANLkTi==-moOm7Uir=Av4LRNJ+-PWpG1jsWP1JK6LMJB@mail.gmail.com>
References: <AANLkTi==-moOm7Uir=Av4LRNJ+-PWpG1jsWP1JK6LMJB@mail.gmail.com>
Message-ID: <20100930055003.GG20513@easter-eggs.com>

On Thu, Sep 23, 2010 at 05:24:31PM -0700, Kenneth Crocker wrote:
> To list,
> 
> I want to modify my search results to always align information at the top of
> any row with wrapped info on it. If I have a Custom Field with a lot of text
> (2000 chars) in it and include it in a Query, the Ticket ID and other info
> could be several lines down in a row when that CF wraps.
> Does anyone know how to modify that behavior?
> 

modify the css (share/html/NoAuth/css/web2/ticket-lists.css) by
creating a file
local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css/End with the
following content:

td.collection-as-table {
    vertical-align: top;
}

then cleanup mason cache and restart apache ;)



From elacour at easter-eggs.com  Thu Sep 30 01:52:57 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 30 Sep 2010 07:52:57 +0200
Subject: [rt-users] Mandatory time worked
In-Reply-To: <72D9E13A8FC8994794D448E91198AE0701C89D1C@mail.sys.internal>
References: <72D9E13A8FC8994794D448E91198AE0701C89D1C@mail.sys.internal>
Message-ID: <20100930055256.GH20513@easter-eggs.com>

On Thu, Sep 23, 2010 at 09:46:07PM +0100, Jim Tambling wrote:
> I have probably asked this before, but here goes.
>  
> I want to force RT users to fill in the TimeWorked field every time they
> update a ticket, much like the MandatorySubject extension works on
> ticket creation. Has anybody got something similar to this already? If
> not I am prepared to have a stab at it myself, but since I am only just
> starting to learn Perl I'm probably going to go about it the wrong way
> :-). Would I be able to do this as a scrip action or would I have to
> create a module and do it via callbacks? All help/advice/solutions
> greatly appreciated.
>  

you can create a callback using the callback name "BeforeUpdate"
provided in share/html/Ticket/Update.html which check TimeWorked
submitted field and set $skip_update to 1 if empty and push an
explanation in @result.

see http://wiki.bestpractical.com/ for some examples of such callbacks.


From elacour at easter-eggs.com  Thu Sep 30 01:56:27 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 30 Sep 2010 07:56:27 +0200
Subject: [rt-users] user's rights on tickets
In-Reply-To: <20100921172500.11563.qmail@oak.oeko.net>
References: <20100921172500.11563.qmail@oak.oeko.net>
Message-ID: <20100930055627.GI20513@easter-eggs.com>

On Tue, Sep 21, 2010 at 07:25:00PM +0200, Toni Mueller wrote:
> 
> Hi,
> 
> I'm trying to set up RT (latest) for us, but have a problem
> understanding rights. We want to give users the ability to see their
> tickets, and _only_ their tickets, including tickets they submitted,
> but which are not "taken". Ideally, the user could be a group (eg. an
> IT department) with several human members, who generally should have
> the same rights. Likewise, if some person out of such a "user" group, a
> confirmation should be sent to the group as a whole, not only to that
> member of the group.
> 
> The only way I see how to do this, at this moment, is to create one
> queue per user/group, and assign this user/group rights to only this
> queue (use a special group if there is more than one person to deal
> with).
> 
> I'd like to have the ability to (automatically) assign access rights on
> a per-ticket basis instead, but don't see how this could be done.
> 
> It would be nice if you could share some tips or pointers!
> 


to let the requestor see the tickets they created, just set ShowTicket
right to role group "Requestor" in global or per queue group rights.

to revoke this right when ticket is taken ... that needs code changes.



From mark at good-stuff.co.uk  Thu Sep 30 03:23:40 2010
From: mark at good-stuff.co.uk (Mark Goodge)
Date: Thu, 30 Sep 2010 08:23:40 +0100
Subject: [rt-users] Variable 'MyOrg' in email subject
Message-ID: <4CA43AFC.9040805@good-stuff.co.uk>

By default, RT generates a subject line for outgoing emails in the form of

[MyOrg #ID] user-subject

How can I configure RT so that the value for 'MyOrg' is different for 
different queues?

The reason for doing this is that we have one installation of RT for an 
umbrella organisation which handles customer support for a number of 
subsidiaries. Each subsidiary has a customer service address in the form 
of 'support at thissubsidiary.tld', and inbound email for these is directed 
to the relevant RT queue. What we need, therefore, is for the 
auto-responses that RT generates to use the appropriate subsidiary name 
in the ticket subject, not the name of the umbrella company.

What's the best way to achieve that?

Thanks

Mark
-- 
http://mark.goodge.co.uk


From guadagnino.cristiano at creval.it  Thu Sep 30 03:40:29 2010
From: guadagnino.cristiano at creval.it (Guadagnino Cristiano)
Date: Thu, 30 Sep 2010 09:40:29 +0200
Subject: [rt-users] R:  Variable 'MyOrg' in email subject
In-Reply-To: <4CA43AFC.9040805@good-stuff.co.uk>
References: <4CA43AFC.9040805@good-stuff.co.uk>
Message-ID: <E715467A47D6E0479B59B4A238A4F6D80B87A2938A@MBXCCR2.d1.bkd>

Mark,
we do this by setting the "subject tag" in the queue configuration.

Bye
Cris

-----Messaggio originale-----
Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Mark Goodge
Inviato: Thursday, September 30, 2010 9:24 AM
A: rt-users at lists.bestpractical.com
Oggetto: [rt-users] Variable 'MyOrg' in email subject

By default, RT generates a subject line for outgoing emails in the form of

[MyOrg #ID] user-subject

How can I configure RT so that the value for 'MyOrg' is different for 
different queues?
(...)


From mark at good-stuff.co.uk  Thu Sep 30 03:47:18 2010
From: mark at good-stuff.co.uk (Mark Goodge)
Date: Thu, 30 Sep 2010 08:47:18 +0100
Subject: [rt-users] Variable 'MyOrg' in email subject
In-Reply-To: <E715467A47D6E0479B59B4A238A4F6D80B87A2938A@MBXCCR2.d1.bkd>
References: <4CA43AFC.9040805@good-stuff.co.uk>
	<E715467A47D6E0479B59B4A238A4F6D80B87A2938A@MBXCCR2.d1.bkd>
Message-ID: <4CA44086.4030506@good-stuff.co.uk>

On 30/09/2010 08:40, Guadagnino Cristiano wrote:
> Mark,
> we do this by setting the "subject tag" in the queue configuration.

Ah, great, that seems to do exactly what we want.

Cheers

Mark
-- 
http://mark.goodge.co.uk


From elacour at easter-eggs.com  Thu Sep 30 03:48:42 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 30 Sep 2010 09:48:42 +0200
Subject: [rt-users] Variable 'MyOrg' in email subject
In-Reply-To: <4CA43AFC.9040805@good-stuff.co.uk>
References: <4CA43AFC.9040805@good-stuff.co.uk>
Message-ID: <20100930074842.GA2554@easter-eggs.com>

On Thu, Sep 30, 2010 at 08:23:40AM +0100, Mark Goodge wrote:
> By default, RT generates a subject line for outgoing emails in the form of
> 
> [MyOrg #ID] user-subject
> 
> How can I configure RT so that the value for 'MyOrg' is different
> for different queues?
> 


if you're are running RT 3.8.x, you can do that by setting tags in
Configuration->Queues->YouQueue, then checks that your template are
using $Ticket->QueueObj->SubjectTag



From support at oeko.net  Thu Sep 30 06:19:34 2010
From: support at oeko.net (Toni Mueller)
Date: Thu, 30 Sep 2010 12:19:34 +0200
Subject: [rt-users] user's rights on tickets
In-Reply-To: <20100930055627.GI20513@easter-eggs.com>
References: <20100921172500.11563.qmail@oak.oeko.net>
	<20100930055627.GI20513@easter-eggs.com>
Message-ID: <20100930101934.5802.qmail@oak.oeko.net>


Hi,

On Thu, 30.09.2010 at 07:56:27 +0200, Emmanuel Lacour <elacour at easter-eggs.com> wrote:
> to let the requestor see the tickets they created, just set ShowTicket
> right to role group "Requestor" in global or per queue group rights.

thank you, that worked.

> to revoke this right when ticket is taken ... that needs code changes.

I have encountered some questions which are hopefully answered in the
book, although I don't have it yet. I'd like to share the questions
nonetheless, though, and would eg. much appreciate if someone could
tick them off as "read the book", or "maybe in 4.0/5.0", or eg. "wrong
tree".

So far, we were/are working with roundup, and thus my idea about how a
TTS should work, or my habits using one, might be skewed... Likely I've
just not yet taken in the way RT works.


Anyway, off the top of my head and in no particular order:

* I (think I) need custom permissions and custom roles. Eg. if an email
  comes in, I'd like to grant the requestor role based on the value of
  a custom field and the email, so one person out of a group can open
  a ticket, and anyone in the group can reply by email.

* I would like to restrict access to individual fields of a ticket in a
  way that peole with certain roles can only see and/or set a subset of
  values. Eg. I'd like to grant "resolve" and "reject" to Requestor,
  but not "re-open" or similar. Or, with CustomFields, I'd like to be
  able to allow Requestor to set a custom field to one, or several,
  values out of a subset of possible values, but only once (eg. to
  mark a ticket as relevant for an SLA), while disallowing him/her to
  change their mind later.

  I'd like to have a track record of all such activity.

  I thought this could be modelled with a certain permission, like eg.
  "SelectAttributeOutOfSubsetOnce", and grant this to someone having a
  role of eg. "ForeignUser", which is calculated across their user's
  attributes (like eg. email + some custom fields). Using groups
  instead of roles could quickly become unwieldy, but would probably
  require less customization, and is less flexible (of course).

* I would like to grant some people to add more users of their
  organisation (company), but they should be limited to have eg. their
  association set in a custom field, not changable by that user, and
  he should also not be able to grant more rights to them, but less
  (eg., prevent them from removing (their own) user(s)). IOW, I'd like
  to have hierarchical user management.

* I do not yet understand how to select widgets for fields in RT. Eg.
  for a custom field which can take one of several values, I'd like to
  be able to choose a drop-down selection widget, or a set of radio
  buttons. So far, I get a multi-selection field, which is dead ugly.
  It also looks like I have to dive into the templates to re-arrange
  the widgets. Plus, RT imho seems to be quite wasteful of screen
  real estate (book?).

* I'd like to attach logic to certain fields, like applying pre-set
  expiry/escalation strategies and so on, depending on the field's
  value, or on the combination of values for a set of fields (book?).


Last but not least, my RT is not really operational right now. So far,
it's a semi-working toy installation. Is it advisable to take the
plunge and upgrade to 3.9.x now, or will it be safer to get it working
first and upgrade later? For 4.0 some massive changes were announced,
but I can't yet understand the full impact. I also expect less
documentation and more bugs, and a cleaner architecture. Would you run
your production tracker(s) on 3.9?


TIA!



Kind regards,
--Toni++



From ian.atkinson at leeds-art.ac.uk  Thu Sep 30 08:09:19 2010
From: ian.atkinson at leeds-art.ac.uk (Ian Atkinson)
Date: Thu, 30 Sep 2010 13:09:19 +0100
Subject: [rt-users] custom field help
Message-ID: <0E52A827-9BEB-4B2F-ADC4-31EA286C26DE@leeds-art.ac.uk>

Hi list,

I have set up a custom field on our RT (used for an IT helpdesk) which applies to tickets and is of the type 'select one value'. We use it to track the categories of helpdesk queries, so there are values for 'printing issues', 'telephones' and so on.

The problem I'm having is that when tickets are updated, for example using the basics or jumbo views, the current value for the custom category is not always pre-selected in the box. This is problematic as if you don't notice it's defaulted back to 'no value' you end up clearing off the value when you commit the other changes.

I have tried to find a pattern to the behaviour and it seems to be down to the actual values selected...

As an example I have a ticket with the field set to 'printing issues'. I click jumbo and 'no value' is selected for the custom field. If I change the value to 'email issues' and go back to jumbo, 'email issues' is correctly set in the box. If I change it back again it goes back to 'no value'.

I can't see a difference between the option called 'email issues' and one called 'printing issues'? There are no special characters in the names and the problem persists with the descriptions blanked off as well.

It's not down to a character limit as the one called 'hardware request/repair' works which is longer than 'printing issues'. It's the same for any user regardless of privileges or who owns the ticket.

Any ideas? It seems like a bug to me?

This is on 3.8.7 and we had the problem on the previous version as well. I have put below the 16 values and which 4 of them work but I can't see a pattern and there is no way in RT to treat one of the values any differently to the others anyway; it's just a list.

Thanks,

Ian.

"Cartridges", NO
"Development", NO
"Email Issues", YES
"Fault", NO
"Hardware Request/Repair", YES
"Software Requests", YES
"Network File Access", NO
"Password problems", NO
"Printing issues", NO
"Purchases", NO
"Server issues", NO
"Service request", NO
"Telephones", NO
"User Setup", NO
"Workshop specific", NO
"S/R Workshops", YES

--------------------------------------
Ian Atkinson
Senior Infrastructure Support Engineer
Leeds College of Art and Design






From jnarins at seniorbridge.com  Thu Sep 30 09:54:27 2010
From: jnarins at seniorbridge.com (Josh Narins)
Date: Thu, 30 Sep 2010 09:54:27 -0400
Subject: [rt-users] Massaging Email Content Before Ticket
 Creation/Comment/Correspondence
Message-ID: <F61EA32D7A6A79478142BA12E77AEE832643DECC89@MS3.nyc.seniorbridgeinternal.com>

I thought it mikght be as simple as altering rt-mailgate as follows:

 # Read the message in from STDIN
 my %message = write_down_message();
 unless( $message{'filename'} ) {
+    ${ $message{content} } =~ s{Confidentiality.*?End Of Confidentiality}{}g;
     $args{'message'} = [
         undef, '',
         'Content-Type' => 'application/octet-stream',
         Content => ${ $message{'content'} },
     ];
 } else {

but I wouldn't be writing if that had worked.

Our firm as you can see below, adds a lot of stuff to each outgoing email, and when you combine that with multiple levels of quoting in comment replies something needs to be done if anyone wants to be able to read the ticket through the web interface.

Thanks in advance.



Josh Narins

Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnarins at seniorbridge.com
seniorbridge.com<http://www.seniorbridge.com/>

[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]

________________________________
SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
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From kfcrocker at lbl.gov  Thu Sep 30 12:16:07 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 30 Sep 2010 09:16:07 -0700
Subject: [rt-users] Align row info at top on search results
In-Reply-To: <20100930055003.GG20513@easter-eggs.com>
References: <AANLkTi==-moOm7Uir=Av4LRNJ+-PWpG1jsWP1JK6LMJB@mail.gmail.com>
	<20100930055003.GG20513@easter-eggs.com>
Message-ID: <AANLkTikd8aJ8wUdLUgmOik4EUuLnFb_7FyEBh_foZA+E@mail.gmail.com>

Emmanuel,

Do I put

td.collection-as-table {
   vertical-align: top;
}

as the last line in main.css right after

% $m->callback(CallbackName => 'End');

or just before that line, after the last @import

@import "misc.css";  ?

Or do I copy ticket-lists.css from share into /local/html/NoAuth/css/web2
and make that change there?

Kenn
LBNL


On Wed, Sep 29, 2010 at 10:50 PM, Emmanuel Lacour
<elacour at easter-eggs.com>wrote:

> On Thu, Sep 23, 2010 at 05:24:31PM -0700, Kenneth Crocker wrote:
> > To list,
> >
> > I want to modify my search results to always align information at the top
> of
> > any row with wrapped info on it. If I have a Custom Field with a lot of
> text
> > (2000 chars) in it and include it in a Query, the Ticket ID and other
> info
> > could be several lines down in a row when that CF wraps.
> > Does anyone know how to modify that behavior?
> >
>
> modify the css (share/html/NoAuth/css/web2/ticket-lists.css) by
> creating a file
> local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css/End with the
> following content:
>
> td.collection-as-table {
>    vertical-align: top;
> }
>
> then cleanup mason cache and restart apache ;)
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From raubvogel at gmail.com  Thu Sep 30 12:24:31 2010
From: raubvogel at gmail.com (Mauricio Tavares)
Date: Thu, 30 Sep 2010 12:24:31 -0400
Subject: [rt-users] rt-mailgate/fetchmailrc question: email not leaving inbox
Message-ID: <4CA4B9BF.3020604@gmail.com>

I have been using rt-mailgate and fetchmailrc to retrieve support emails 
from our mail server and feed them to RT. My /etc/fetchmailrc looks like 
this:

set syslog;
set daemon 20;

poll "mail.domain.com"
with protocol imap
username rt password weak
mda "/usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \
--queue support --action correspond"

Usually, after fetchmail grabs the new mail and feeds it to rt-mailgate, 
the email leaves the rt inbox in the mail server. Well, since last 
afternoon it has not been doing that. The email is still being send to 
rt and becomes a ticket (or a followup to one) but it just now stays in 
the inbox as new mail.

Any suggestions?


From yoni at rabkins.net  Thu Sep 30 13:11:02 2010
From: yoni at rabkins.net (Yoni Rabkin)
Date: Thu, 30 Sep 2010 13:11:02 -0400
Subject: [rt-users] An RT mode for GNU/Emacs
Message-ID: <87aamz5f89.fsf@rabkins.net>


Hello,
 
I volunteer for the Free Software Foundation's GPL Compliance Lab. The
FSF uses RT internally to manage the emails sent to the Compliance
Lab. In order to streamline my work I've written an interface to RT for
GNU/Emacs. A number of people have already written extensions to the
code and we use it daily.
 
The code is licensed under the same license as RT (namely the GPL) and
is available via the Git version control system with the following
command:
 
$ git clone http://yrk.nfshost.com/repos/rt-liberation.git/

-- 
   "Cut your own wood and it will warm you twice"


From kfcrocker at lbl.gov  Thu Sep 30 13:36:56 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 30 Sep 2010 10:36:56 -0700
Subject: [rt-users] custom field help
In-Reply-To: <0E52A827-9BEB-4B2F-ADC4-31EA286C26DE@leeds-art.ac.uk>
References: <0E52A827-9BEB-4B2F-ADC4-31EA286C26DE@leeds-art.ac.uk>
Message-ID: <AANLkTimAYM2r65OAdEZfzt_+3ZpOh11q8Ttofi6n7K4u@mail.gmail.com>

Ian,

When I first go to a ticket and select "Jumbo", all CF's look fine. When I
go back to "Display", they are also fine. I do find, though, that when I
make a change to a CF and then select a different view, the change does
always show.
A Question; have you tried updating the CF in a ticket, then get out to look
at another ticket, then get back into the one you changed? I think if you do
this, you'll find that the change DID commit. However, I think that due to
cache, when you take different looks at the ticket after a change without
getting that cache re-loaded, you're going to see this. I am also on 3.8.7
and have seen this before. But when I navigate to some other screen (new
ticket, a query, home page, etc.) and then come back, the data is correct.
Just a thought.

Kenn
LBNL

On Thu, Sep 30, 2010 at 5:09 AM, Ian Atkinson
<ian.atkinson at leeds-art.ac.uk>wrote:

> Hi list,
>
> I have set up a custom field on our RT (used for an IT helpdesk) which
> applies to tickets and is of the type 'select one value'. We use it to track
> the categories of helpdesk queries, so there are values for 'printing
> issues', 'telephones' and so on.
>
> The problem I'm having is that when tickets are updated, for example using
> the basics or jumbo views, the current value for the custom category is not
> always pre-selected in the box. This is problematic as if you don't notice
> it's defaulted back to 'no value' you end up clearing off the value when you
> commit the other changes.
>
> I have tried to find a pattern to the behaviour and it seems to be down to
> the actual values selected...
>
> As an example I have a ticket with the field set to 'printing issues'. I
> click jumbo and 'no value' is selected for the custom field. If I change the
> value to 'email issues' and go back to jumbo, 'email issues' is correctly
> set in the box. If I change it back again it goes back to 'no value'.
>
> I can't see a difference between the option called 'email issues' and one
> called 'printing issues'? There are no special characters in the names and
> the problem persists with the descriptions blanked off as well.
>
> It's not down to a character limit as the one called 'hardware
> request/repair' works which is longer than 'printing issues'. It's the same
> for any user regardless of privileges or who owns the ticket.
>
> Any ideas? It seems like a bug to me?
>
> This is on 3.8.7 and we had the problem on the previous version as well. I
> have put below the 16 values and which 4 of them work but I can't see a
> pattern and there is no way in RT to treat one of the values any differently
> to the others anyway; it's just a list.
>
> Thanks,
>
> Ian.
>
> "Cartridges", NO
> "Development", NO
> "Email Issues", YES
> "Fault", NO
> "Hardware Request/Repair", YES
> "Software Requests", YES
> "Network File Access", NO
> "Password problems", NO
> "Printing issues", NO
> "Purchases", NO
> "Server issues", NO
> "Service request", NO
> "Telephones", NO
> "User Setup", NO
> "Workshop specific", NO
> "S/R Workshops", YES
>
> --------------------------------------
> Ian Atkinson
> Senior Infrastructure Support Engineer
> Leeds College of Art and Design
>
>
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From elacour at easter-eggs.com  Thu Sep 30 14:16:34 2010
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 30 Sep 2010 20:16:34 +0200
Subject: [rt-users] Align row info at top on search results
In-Reply-To: <AANLkTikd8aJ8wUdLUgmOik4EUuLnFb_7FyEBh_foZA+E@mail.gmail.com>
References: <AANLkTi==-moOm7Uir=Av4LRNJ+-PWpG1jsWP1JK6LMJB@mail.gmail.com>
	<20100930055003.GG20513@easter-eggs.com>
	<AANLkTikd8aJ8wUdLUgmOik4EUuLnFb_7FyEBh_foZA+E@mail.gmail.com>
Message-ID: <20100930181634.GJ20513@easter-eggs.com>

On Thu, Sep 30, 2010 at 09:16:07AM -0700, Kenneth Crocker wrote:
> Emmanuel,
> 
> Do I put
> 
> td.collection-as-table {
>    vertical-align: top;
> }
> 
> as the last line in main.css right after
> 
> % $m->callback(CallbackName => 'End');
> 
> or just before that line, after the last @import
> 
> @import "misc.css";  ?
> 
> Or do I copy ticket-lists.css from share into /local/html/NoAuth/css/web2
> and make that change there?
> 

don't copy, just create a new file
local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css/End like I
said and put it your css changes as above.




From rob.macgregor at gmail.com  Thu Sep 30 15:02:05 2010
From: rob.macgregor at gmail.com (Rob MacGregor)
Date: Thu, 30 Sep 2010 20:02:05 +0100
Subject: [rt-users] rt-mailgate/fetchmailrc question: email not leaving
	inbox
In-Reply-To: <4CA4B9BF.3020604@gmail.com>
References: <4CA4B9BF.3020604@gmail.com>
Message-ID: <AANLkTimavNd2cHqAwAts-Fz6s4nBQOca-vuVsx9LH1Er@mail.gmail.com>

On Thu, Sep 30, 2010 at 17:24, Mauricio Tavares <raubvogel at gmail.com> wrote:
> I have been using rt-mailgate and fetchmailrc to retrieve support emails
> from our mail server and feed them to RT. My /etc/fetchmailrc looks like
> this:
>
> set syslog;
> set daemon 20;
>
> poll "mail.domain.com"
> with protocol imap
> username rt password weak
> mda "/usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \
> --queue support --action correspond"
>
> Usually, after fetchmail grabs the new mail and feeds it to rt-mailgate, the
> email leaves the rt inbox in the mail server. Well, since last afternoon it
> has not been doing that. The email is still being send to rt and becomes a
> ticket (or a followup to one) but it just now stays in the inbox as new
> mail.
>
> Any suggestions?

What's changed?  Something somewhere has changed, either with
fetchmail (did you just upgrade it) or with your mail server.  If you
can identify that you're most of the way to restoring the way it used
to work.

-- 
? ? ? ? ? ? ? ?? 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 naweedmohammed.ahmed at lexisnexis.com  Thu Sep 30 15:05:23 2010
From: naweedmohammed.ahmed at lexisnexis.com (Ahmed, Mohammed Naweed (LNG-BCT))
Date: Thu, 30 Sep 2010 15:05:23 -0400
Subject: [rt-users] Change the width of the 'Queue' from down
Message-ID: <8B590F2F6F36C0489A41B816231BF1BE057BEC74@INFMAIL.na.choicepoint.net>

Hi,

 

I have long queue names and my naming conventions make a group of queues
start with the same word. This is causing issues in selection of right
queue to create the ticket.

 

Is there any way of increasing the size of the 'Queue' drop down box on
'RT at a glace' page by the side of 'New ticket in' button?

 

Any help is greatly appreciated.

 

Naweed Ahmed

 




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From ian.atkinson at leeds-art.ac.uk  Thu Sep 30 15:28:55 2010
From: ian.atkinson at leeds-art.ac.uk (Ian Atkinson)
Date: Thu, 30 Sep 2010 20:28:55 +0100
Subject: [rt-users] custom field help
In-Reply-To: <AANLkTimAYM2r65OAdEZfzt_+3ZpOh11q8Ttofi6n7K4u@mail.gmail.com>
References: <0E52A827-9BEB-4B2F-ADC4-31EA286C26DE@leeds-art.ac.uk>
	<AANLkTimAYM2r65OAdEZfzt_+3ZpOh11q8Ttofi6n7K4u@mail.gmail.com>
Message-ID: <E56C776B-DDDA-4EE8-9E0F-06C312146B94@leeds-art.ac.uk>


On 30 Sep 2010, at 18:36, Kenneth Crocker wrote:

> Ian,
> 
> When I first go to a ticket and select "Jumbo", all CF's look fine. When I go back to "Display", they are also fine. I do find, though, that when I make a change to a CF and then select a different view, the change does always show.
> A Question; have you tried updating the CF in a ticket, then get out to look at another ticket, then get back into the one you changed? I think if you do this, you'll find that the change DID commit. However, I think that due to cache, when you take different looks at the ticket after a change without getting that cache re-loaded, you're going to see this. I am also on 3.8.7 and have seen this before. But when I navigate to some other screen (new ticket, a query, home page, etc.) and then come back, the data is correct. Just a thought.
> 
> Kenn
> LBNL

Hi Ken,

Thanks for your response - I don't think it's a caching issue to be honest as the display is always the same for the 'broken' values regardless of who's machine in the office the helpdesk is viewed from, how long ago the CF was set or if the Apache service has been restarted on the server which should rule out all caches as far as I can tell?

Thanks,

Ian.

From kfcrocker at lbl.gov  Thu Sep 30 17:24:23 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 30 Sep 2010 14:24:23 -0700
Subject: [rt-users] Align row info at top on search results
In-Reply-To: <20100930181634.GJ20513@easter-eggs.com>
References: <AANLkTi==-moOm7Uir=Av4LRNJ+-PWpG1jsWP1JK6LMJB@mail.gmail.com>
	<20100930055003.GG20513@easter-eggs.com>
	<AANLkTikd8aJ8wUdLUgmOik4EUuLnFb_7FyEBh_foZA+E@mail.gmail.com>
	<20100930181634.GJ20513@easter-eggs.com>
Message-ID: <AANLkTi=9xw6rXsDdxuCuiwd8=su4nawpfxw6k73Q1PPa@mail.gmail.com>

Emmanuel,

Geez. I must be an idiot. It looks (to me) like your asking me to create a
new file named "End" into

"*local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css*/" but I see *
main.css* as a file, not a directory. How do I put a *file* named "End" into
a *file* that has all those imports, etc?

Kenn
LBNL


On Thu, Sep 30, 2010 at 11:16 AM, Emmanuel Lacour
<elacour at easter-eggs.com>wrote:

> On Thu, Sep 30, 2010 at 09:16:07AM -0700, Kenneth Crocker wrote:
> > Emmanuel,
> >
> > Do I put
> >
> > td.collection-as-table {
> >    vertical-align: top;
> > }
> >
> > as the last line in main.css right after
> >
> > % $m->callback(CallbackName => 'End');
> >
> > or just before that line, after the last @import
> >
> > @import "misc.css";  ?
> >
> > Or do I copy ticket-lists.css from share into /local/html/NoAuth/css/web2
> > and make that change there?
> >
>
> don't copy, just create a new file
> local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css/End like I
> said and put it your css changes as above.
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From falcone at bestpractical.com  Thu Sep 30 17:28:02 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 30 Sep 2010 14:28:02 -0700
Subject: [rt-users] Align row info at top on search results
In-Reply-To: <AANLkTi=9xw6rXsDdxuCuiwd8=su4nawpfxw6k73Q1PPa@mail.gmail.com>
References: <AANLkTi==-moOm7Uir=Av4LRNJ+-PWpG1jsWP1JK6LMJB@mail.gmail.com>
	<20100930055003.GG20513@easter-eggs.com>
	<AANLkTikd8aJ8wUdLUgmOik4EUuLnFb_7FyEBh_foZA+E@mail.gmail.com>
	<20100930181634.GJ20513@easter-eggs.com>
	<AANLkTi=9xw6rXsDdxuCuiwd8=su4nawpfxw6k73Q1PPa@mail.gmail.com>
Message-ID: <20100930212802.GE4363@jibsheet.com>

On Thu, Sep 30, 2010 at 02:24:23PM -0700, Kenneth Crocker wrote:
>    Emmanuel,
> 
>    Geez. I must be an idiot. It looks (to me) like your asking me to create a new file named
>    "End" into
> 
>    "local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css/" but I see main.css as a file, not
>    a directory. How do I put a file named "End" into a file that has all those imports, etc?

mkdir -p local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css

main.css is a directory name

You may want to take some time and read up on how callbacks work
http://wiki.bestpractical.com/view/CustomizingWithCallbacks

-kevin

>    Kenn
>    LBNL
> 
>    On Thu, Sep 30, 2010 at 11:16 AM, Emmanuel Lacour <[1]elacour at easter-eggs.com> wrote:
> 
>      On Thu, Sep 30, 2010 at 09:16:07AM -0700, Kenneth Crocker wrote:
>      > Emmanuel,
>      >
>      > Do I put
>      >
>      > td.collection-as-table {
>      > vertical-align: top;
>      > }
>      >
>      > as the last line in main.css right after
>      >
>      > % $m->callback(CallbackName => 'End');
>      >
>      > or just before that line, after the last @import
>      >
>      > @import "misc.css"; ?
>      >
>      > Or do I copy ticket-lists.css from share into /local/html/NoAuth/css/web2
>      > and make that change there?
>      >
> 
>      don't copy, just create a new file
>      local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css/End like I
>      said and put it your css changes as above.
> 
>      RT Training in Washington DC, USA on Oct 25 & 26 2010
>      Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>    Visible links
>    1. mailto:elacour at easter-eggs.com

> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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From falcone at bestpractical.com  Thu Sep 30 17:29:28 2010
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 30 Sep 2010 14:29:28 -0700
Subject: [rt-users] custom field help
In-Reply-To: <0E52A827-9BEB-4B2F-ADC4-31EA286C26DE@leeds-art.ac.uk>
References: <0E52A827-9BEB-4B2F-ADC4-31EA286C26DE@leeds-art.ac.uk>
Message-ID: <20100930212928.GF4363@jibsheet.com>

On Thu, Sep 30, 2010 at 01:09:19PM +0100, Ian Atkinson wrote:
> Hi list,
> 
> I have set up a custom field on our RT (used for an IT helpdesk)
> which applies to tickets and is of the type 'select one value'. We
> use it to track the categories of helpdesk queries, so there are
> values for 'printing issues', 'telephones' and so on.
> 
> The problem I'm having is that when tickets are updated, for example
> using the basics or jumbo views, the current value for the custom
> category is not always pre-selected in the box. This is problematic
> as if you don't notice it's defaulted back to 'no value' you end up
> clearing off the value when you commit the other changes.

I've seen this happen when your Custom Field value has trailing
whitespace.  Parts of RT strip that and other parts don't (there is
already a fix to always strip in trunk).  I suggest you check your
values carefully.

-kevin

> I have tried to find a pattern to the behaviour and it seems to be
> down to the actual values selected...
> 
> As an example I have a ticket with the field set to 'printing
> issues'. I click jumbo and 'no value' is selected for the custom
> field. If I change the value to 'email issues' and go back to jumbo,
> 'email issues' is correctly set in the box. If I change it back
> again it goes back to 'no value'.
> 
> I can't see a difference between the option called 'email issues'
> and one called 'printing issues'? There are no special characters in
> the names and the problem persists with the descriptions blanked off
> as well.
> 
> It's not down to a character limit as the one called 'hardware
> request/repair' works which is longer than 'printing issues'. It's
> the same for any user regardless of privileges or who owns the
> ticket.
> 
> Any ideas? It seems like a bug to me?
> 
> This is on 3.8.7 and we had the problem on the previous version as
> well. I have put below the 16 values and which 4 of them work but I
> can't see a pattern and there is no way in RT to treat one of the
> values any differently to the others anyway; it's just a list.
> 
> Thanks,
> 
> Ian.
> 
> "Cartridges", NO
> "Development", NO
> "Email Issues", YES
> "Fault", NO
> "Hardware Request/Repair", YES
> "Software Requests", YES
> "Network File Access", NO
> "Password problems", NO
> "Printing issues", NO
> "Purchases", NO
> "Server issues", NO
> "Service request", NO
> "Telephones", NO
> "User Setup", NO
> "Workshop specific", NO
> "S/R Workshops", YES
> 
> --------------------------------------
> Ian Atkinson
> Senior Infrastructure Support Engineer
> Leeds College of Art and Design
> 
> 
> 
> 
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
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From paul_dougherty at prn.com  Thu Sep 30 19:17:19 2010
From: paul_dougherty at prn.com (Dougherty Paul)
Date: Thu, 30 Sep 2010 16:17:19 -0700
Subject: [rt-users] Adding a second queue
Message-ID: <C73EE97EC2AFC54DB02A6767623F96D20D39A0ED@SFRHSMAIL01.am.thmulti.com>

Hello,

 

We have been happily using RT for about 6 months now and other
departments have taken notice. 

 

I have added a second queue to our setup using a different email
address. I have configured fetchmail to retrieve messages for this
second address.  What I cannot figure out is how to get these messages
into the second queue in RT. Any help would be greatly appreciated. I
have searched the archives and seen several folks are doing this, but
haven't found any instructions.

 

Thanks,

 

Paul

 

 

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From kfcrocker at lbl.gov  Thu Sep 30 19:58:32 2010
From: kfcrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 30 Sep 2010 16:58:32 -0700
Subject: [rt-users] user's rights on tickets
In-Reply-To: <20100930101934.5802.qmail@oak.oeko.net>
References: <20100921172500.11563.qmail@oak.oeko.net>
	<20100930055627.GI20513@easter-eggs.com>
	<20100930101934.5802.qmail@oak.oeko.net>
Message-ID: <AANLkTik5daadzNzqQBYVgMMUOfA=HoCVn0a1F4Jhybt3@mail.gmail.com>

Toni,

My answers are inline:

* I (think I) need custom permissions and custom roles. Eg. if an email
 comes in, I'd like to grant the requestor role based on the value of
 a custom field and the email, so one person out of a group can open
 a ticket, and anyone in the group can reply by email.
A: By granting the right "ModifyTicket" only to Owners *Globally,* and not
to anyone else (except maybe the AdminCc of a Queue), you automatically
restrict who can change the status of a Ticket. Further, if you write a scip
that has a condition based on the "From" or some Custom Field, you can
automatically set the owner to whomever should get that ticket for each
particular Queue.
We do this. We have a large Support Group and each member get assigned
ownership of all tickets that have a Custom Field Value for a particular CFO
Organization Code.

* I would like to restrict access to individual fields of a ticket in a
 way that peole with certain roles can only see and/or set a subset of
 values. Eg. I'd like to grant "resolve" and "reject" to Requestor,
 but not "re-open" or similar. Or, with CustomFields, I'd like to be
 able to allow Requestor to set a custom field to one, or several,
 values out of a subset of possible values, but only once (eg. to
 mark a ticket as relevant for an SLA), while disallowing him/her to
 change their mind later.
A: You can do the same type of thing with Ticket Status. Create a Custom
Field that only certain groups can See/Modify and a scrip that based on a
value change to that Custom Field, changes the Ticket Status. We also do
this. Works great.

* I do not yet understand how to select widgets for fields in RT. Eg.
 for a custom field which can take one of several values, I'd like to
 be able to choose a drop-down selection widget, or a set of radio
 buttons. So far, I get a multi-selection field, which is dead ugly.
 It also looks like I have to dive into the templates to re-arrange
 the widgets. Plus, RT imho seems to be quite wasteful of screen
 real estate (book?).
A: There is code available to override how a Custom Field is presented. We
use it to present "Select One Value" Custom Fields as a "Drop-Down" list
(see only one value but scan by pressing down arrow). This code should be in
the wiki, but if not, I can pass it along to you.

Hope this helps.

Kenn
LBNL

On Thu, Sep 30, 2010 at 3:19 AM, Toni Mueller <support at oeko.net> wrote:

>
> Hi,
>
> On Thu, 30.09.2010 at 07:56:27 +0200, Emmanuel Lacour <
> elacour at easter-eggs.com> wrote:
> > to let the requestor see the tickets they created, just set ShowTicket
> > right to role group "Requestor" in global or per queue group rights.
>
> thank you, that worked.
>
> > to revoke this right when ticket is taken ... that needs code changes.
>
> I have encountered some questions which are hopefully answered in the
> book, although I don't have it yet. I'd like to share the questions
> nonetheless, though, and would eg. much appreciate if someone could
> tick them off as "read the book", or "maybe in 4.0/5.0", or eg. "wrong
> tree".
>
> So far, we were/are working with roundup, and thus my idea about how a
> TTS should work, or my habits using one, might be skewed... Likely I've
> just not yet taken in the way RT works.
>
>
> Anyway, off the top of my head and in no particular order:
>
> * I (think I) need custom permissions and custom roles. Eg. if an email
>  comes in, I'd like to grant the requestor role based on the value of
>  a custom field and the email, so one person out of a group can open
>  a ticket, and anyone in the group can reply by email.
>
> * I would like to restrict access to individual fields of a ticket in a
>  way that peole with certain roles can only see and/or set a subset of
>  values. Eg. I'd like to grant "resolve" and "reject" to Requestor,
>  but not "re-open" or similar. Or, with CustomFields, I'd like to be
>  able to allow Requestor to set a custom field to one, or several,
>  values out of a subset of possible values, but only once (eg. to
>  mark a ticket as relevant for an SLA), while disallowing him/her to
>  change their mind later.
>
>  I'd like to have a track record of all such activity.
>
>  I thought this could be modelled with a certain permission, like eg.
>  "SelectAttributeOutOfSubsetOnce", and grant this to someone having a
>  role of eg. "ForeignUser", which is calculated across their user's
>  attributes (like eg. email + some custom fields). Using groups
>  instead of roles could quickly become unwieldy, but would probably
>  require less customization, and is less flexible (of course).
>
> * I would like to grant some people to add more users of their
>  organisation (company), but they should be limited to have eg. their
>  association set in a custom field, not changable by that user, and
>  he should also not be able to grant more rights to them, but less
>  (eg., prevent them from removing (their own) user(s)). IOW, I'd like
>  to have hierarchical user management.
>
> * I do not yet understand how to select widgets for fields in RT. Eg.
>  for a custom field which can take one of several values, I'd like to
>  be able to choose a drop-down selection widget, or a set of radio
>  buttons. So far, I get a multi-selection field, which is dead ugly.
>  It also looks like I have to dive into the templates to re-arrange
>  the widgets. Plus, RT imho seems to be quite wasteful of screen
>  real estate (book?).
>
> * I'd like to attach logic to certain fields, like applying pre-set
>  expiry/escalation strategies and so on, depending on the field's
>  value, or on the combination of values for a set of fields (book?).
>
>
> Last but not least, my RT is not really operational right now. So far,
> it's a semi-working toy installation. Is it advisable to take the
> plunge and upgrade to 3.9.x now, or will it be safer to get it working
> first and upgrade later? For 4.0 some massive changes were announced,
> but I can't yet understand the full impact. I also expect less
> documentation and more bugs, and a cleaner architecture. Would you run
> your production tracker(s) on 3.9?
>
>
> TIA!
>
>
>
> Kind regards,
> --Toni++
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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From sebsua at gmail.com  Thu Sep 30 14:24:53 2010
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Thu, 30 Sep 2010 15:24:53 -0300
Subject: [rt-users] SMTP for email
In-Reply-To: <20100930054244.GE20513@easter-eggs.com>
References: <AANLkTi=FJq0kEouc=L0xcD_faQ4p5oqo_PEbkT9-qog8@mail.gmail.com>
	<20100930054244.GE20513@easter-eggs.com>
Message-ID: <AANLkTik0EpPsu-eXBPWQJ+XOO5od3kvuGZBw8DJh-BAU@mail.gmail.com>

On Thu, Sep 30, 2010 at 2:42 AM, Emmanuel Lacour
<elacour at easter-eggs.com> wrote:
> On Tue, Sep 28, 2010 at 03:25:11PM -0300, sebsua at gmail.com wrote:
>> Hi Folks,
>>
>> Is there any way we could use our external qmail server to handle RT
>> outgoing emails, instead of the default internal sendmailpipe?
>> If so, setup details will be appreciated.
>>
>
> From RT_Config.pm
>
> C<$MailCommand> defines which method RT will use to try to send mail.
> We know that 'sendmailpipe' works fairly well. ?If 'sendmailpipe'
> doesn't work well for you, try 'sendmail'. ?Other options are 'smtp'
> or 'qmail'.

I saw that line, but were to but the SMTP IP, account details, etc.-?
Remember we are on 3.6.10

> so you can use smtp. THought, it can be less reliable if your smtp
> server went unavailable. Also, as you propably set up your RT on an Unix
> box, this is very recommended to have a small smtp sendmail compatible
> on it to handle system emails. So why not use it for you're outgoing
> emails and set your qmail as a relayhost for this smtp?

We prefer to have smtp centralized.