On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote:
> I disagree. Distribution packaging systems cause a LOT of RT
> problems. Manual installation or platform-independent packaging is a
> much better way of managing RT and using CPAN to perform perl
> installations is by far the best automatabl
On Apr 15, 2008, at 5:45 PM, Mathew wrote:
> I'm not installing RT via RPM. That's something that is unnecessary
> and not preferable. I just need to know how to install the three
> modules.
>
> Vivek Khera wrote:
>> On Apr 15, 2008, at 11:55 AM, Mathew wrote:
On Apr 15, 2008, at 11:55 AM, Mathew wrote:
> I'm trying to make the (re-)installation of RT as painless as possible
> for future generations. I've encountered a problem though in that I
Then don't install it by hand; use a package manager for whatever OS
you've got and install the RT package
On Mar 19, 2008, at 12:30 PM, Joe Casadonte wrote:
> Following up on a thread from a couple of weeks ago. I'm curious as
> to
> how something like Varnish can help with what is, essentially,
> dynamically-generated content?
It won't, unless you have a public view that gives the same view to
>> http://rt.bestpractical.com/view/RtBounceHandler
>>
>> Latest version attached here.
>
> Perfect, that will save me writing one. :)
I've also posted it to my company's site,
http://labs.mailermailer.com/downloads/
for future downloaders who find this on mail archives which don't do
attach
On Mar 17, 2008, at 8:22 AM, Tom Lanyon wrote:
Has anyone redirected these bounce messages back into RT to be added
as comments/correspondence onto the related ticket? Any side-effects
or issues that we should be wary of?
http://rt.bestpractical.com/view/RtBounceHandler
Latest version atta
On Mar 14, 2008, at 2:25 PM, John Arends wrote:
> Second, is there a good way to debug scrips? I feel like I'm just
> feeling around in the dark and don't know how to tell if they're
> really
> working, or what the contents of variables are, etc. If I was writing
sprinkle your scrip with lines
On Feb 26, 2008, at 3:15 AM, Danie Marais wrote:
Can someone perhaps just confirm that an HTTP and HTTPS combination
is not possible?
It mostly works. the problem is you can only specify one address as
the $WebBaseURL. On our instance, we can access it via either http or
https, but a
On Feb 20, 2008, at 10:10 AM, Asrai khn wrote:
> Yes we aren't using the http or www in return address, and have
> proper aliases setup for return address ie "From:" is valid email
> adddres/alias.
Not the "From:" address, the SMTP envelope address. These are different.
__
I have the following scrip condition for my one of my queues, to
prevent auto-replies to mail declared spam by spam assassin:
--cut here--
if ($self->TransactionObj->Type eq 'Create') {
$RT::Logger->error("Got a create transacation...");
my $co = $self->TransactionObj->ContentObj;
retur
On Feb 17, 2008, at 1:36 AM, Asrai khn wrote:
> I wonders if this has to do something with copy to be sent back to
> requestor who is sending email to RT, as we are sending copy back to
> requestors.
You'll never know why yahoo files your mail the way it does. The best
you can do is try t
On Feb 17, 2008, at 11:32 AM, Erek Dyskant wrote:
> RT includes a Precedence: Bulk header, which is normally a hint to
> vacation autorepliers that an autoreply is not wanted. However, Yahoo
> sticks any Precedence: Bulk mail into the bulk folder.
I disagree with that last statement. Our RT o
On Jan 16, 2008, at 2:08 PM, Sharlon Carty wrote:
Just add From: whoever <[EMAIL PROTECTED]> in your scrips.
Should be the first line
That doesn't change the envelope sender.
You need to add the -f flag to the sendmail command line when using
the sendmail program to inject messages. Not s
CREATE INDEX objectcustomfieldvalues1 ON objectcustomfieldvalues
USING btree (customfield, objecttype, objectid, content);
CREATE INDEX objectcustomfieldvalues2 ON objectcustomfieldvalues
USING btree (customfield, objecttype, objectid);
The second index is redundant to the first. Depending
On Dec 3, 2007, at 2:02 PM, Robert Harper wrote:
Installing RT for the first time and once I attempt to launch the
site I get the following error.
error: RT couldn't store your session.
This may mean that that the directory '/opt/rt3/var/session_data'
isn't writable or a database table i
On Nov 30, 2007, at 2:31 PM, Kenneth Marshall wrote:
Here is a list of indexes that we use here. Check your schema
to see if you are missing any. You should not be getting a
sequential scan.
sequential scans are not automatically bad. if your result set is
more than a certain percentage of
On Nov 11, 2007, at 6:35 PM, Mathew wrote:
file. After restarting httpd RT comes up fine and indicates that
v3.6.5 is in use. However, if I attempt to move or rename the old
directory (rt-3.6.1) I get an internal server error.
when the browser shows "internal server error", the server lo
On Aug 14, 2007, at 12:59 PM, Jesse Vincent wrote:
On Aug 14, 2007, at 12:11 PM, Vivek Khera wrote:
On Aug 13, 2007, at 2:56 PM, Vivek Khera wrote:
I'm running 3.6.3; the production box hasn't been updated to
3.6.4 yet. Wasn't this race squashed a while back? I'm o
On Aug 13, 2007, at 2:56 PM, Vivek Khera wrote:
I'm running 3.6.3; the production box hasn't been updated to 3.6.4
yet. Wasn't this race squashed a while back? I'm on postgres if
that matters.
FWIW, my support staff says this has been happening relatively
frequent
On Aug 13, 2007, at 3:11 PM, Todd Chapman wrote:
I'm pretty sure that Todd submitted a patch that was supposed to sort
this out. Todd?
Yeah and I'm pretty sure the fix is in the latest RT release.
I thought it was sorted out too, but it just bit us after a long
time. I was waiting f
In the dark ages, I reported some problems we had with our customer
service people all clicking "take ticket" at the very same moment,
and all of them succeeding (in their own view).
This just happened to us again (twice today!) Three people clicked
on the take link at the same time, and a
On Jun 1, 2007, at 7:04 AM, Torsten Brumm wrote:
do you have some configuration information for SCGI and RT and Apache?
I just use FastCGI as it is well documented ;-)
SpeedyCGI didn't pan out for me even though there is support in RT.
I've not tried SCGI for RT but we use it for our own in
On May 1, 2007, at 6:58 PM, Jon Forrest wrote:
A "native mode" ticket deletion function. I know that Ruslan wrote
a ticket remover but my understanding is that RT was designed
assuming that tickets wouldn't be deleted. In these days of
massive spam, I don't think that's a reasonable assumption.
On Apr 24, 2007, at 8:44 PM, Ham MI-ID, Torsten Brumm wrote:
Yes we had it also, special after on on longer time of pt no pot
usage (?!?) We fixed it dirty by nightly reboots. Later we switched
to mod_fcgid.
We use mod_fcgi but we still do a nightly apache "reload" which just
restarts th
On Mar 25, 2007, at 9:52 PM, Kelly Jones wrote:
How do I tweak RT to send the bounce to the ticket owner, not to me?
http://wiki.bestpractical.com/index.cgi?RtBounceHandler
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Description: S/MIME cryptographic signature
___
http://lists.be
On Mar 5, 2007, at 1:12 PM, Steve Huston wrote:
Since 3.6.3 is in Fedora Extras, I'll just install the RPM for
that, but
I'm curious about the database. Downloading the source for 3.6.3 and
reading the UPGRADING file, it looks as though there's no change to
the
schema? Am I correct that
On Feb 14, 2007, at 8:05 PM, Joe Casadonte wrote:
Is there any way, specifically in a scrip, to determine if the
ticket just created was done via the Web UI or via an email? I
would like to disable auto-replies for web transactions where the
requestor is also the principal (they get insta
On Feb 14, 2007, at 5:13 PM, Joe Casadonte wrote:
I'm currently testing a scrip that fires on ticket creation.
Rather than continually creating test tickets (I'm on #4 :) is
there a way to run a scrip as if a ticket had just been created,
using an existing scrip? Thanks!
i set up a s
On Feb 8, 2007, at 1:02 AM, Mathew Snyder wrote:
Shredder doesn't like when an email address contains either a
single- or
double-qoute. Understandably so considering this messes with Perl
and makes it
look for a closing, matching mark. This makes me wonder if it is
possible to
I don't
On Feb 7, 2007, at 8:02 AM, Tomas Olaj wrote:
SSIA, ;)
mail loops or bounces? these are two different things.
mail loops should be handled by RT. I tried to fake it by making a
custom scrip condition to throttle replies to the same address over a
period of time, but there is no place
On Feb 6, 2007, at 3:27 PM, John H. Nyhuis wrote:
We have several scripts that send problem reports to our RT
system. When RT receives these, we do want it to produce a ticket,
but we do not want it to send any sort of response mail. Since the
script or daemon has no mechanism to
On Jan 29, 2007, at 6:08 AM, Torsten Brumm wrote:The FastCGI protocol needs to die. It is very cumbersome and difficult to implement efficiently, and the C libraries for it are, shall we say, difficult to modernize. Lately I've been recoding our large projects to use the new SCGI protocol. The s
On Jan 26, 2007, at 12:43 PM, Philip Kime wrote:
I found using the RT "make upgrade" or whatever is that is chmod'ed
the AssetTracker tree to something like 750 so check the
permissions afterwards.
RT's install procedure goes about and mucks up permissions on
anything and everything it f
On Jan 24, 2007, at 5:42 PM, Chorg Heavy Industries wrote:
mod_fastcgi is for apache 1. If you are using apache 2, then you
should use mod_fcgid, since it is under active dev, and is much
more stable ( under apache2 )
mod_fastcgi is also part of apache 2.0. I haven't checked 2.2.
w
On Jan 23, 2007, at 8:47 AM, Torsten Brumm wrote:
who is using mod_fastcgi and who mod_fcgi? Can me tell someone the
pros and cons? We are still using mod_fastcgi and we have a lot of
problems. Did some have a good configuration example for both??
What does "lot of problems" mean? Perhaps
On Jan 18, 2007, at 2:44 PM, Ryan Hardester wrote:
Basically I'm making sure that what isn't in the DB is contained in
the /path/to/rt3 folder. I'm pretty sure, just wanted to make sure
before i commit to this setup :)
what exactly are you attempting to do? prototype some changes then
mov
On Jan 5, 2007, at 3:14 PM, Jesse Vincent wrote:
If you leave it out, it defaults to "general", which is fine if
you're only sending mail about existing tickets, as the mailgate is
smart enough to deal with a ticket hitting any address, no matter
what queue it's in. So actually, should jus
On Jan 5, 2007, at 10:43 AM, John Arends wrote:
Does this make sense? Any suggestions on how to handle this in /etc/
aliases? Can I just leave the queue name out?
no, you cannot leave it out. mailgate doesn't like that.
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__
On Jan 4, 2007, at 10:48 AM, Flynn, Timothy J wrote:
it was installed. Forced an install and it seemed to work. Still no
luck. So I downloaded 1.49 and installed it manually. RT still
thinks
it is missing. Ideas?
you have more than one version of perl installed, and the one you're
u
On Dec 27, 2006, at 2:49 PM, Paul Johnson wrote:
http://wiki.ursine.ca/Top_posting
Rick Russell wrote:
You have to replace the default autoreply scrip with a new scrip
with a
custom condition like so:
OK, I think I follow now. I take it I was correct in thinking that
scrips
can only
On Dec 22, 2006, at 4:19 AM, Matthew Seaman wrote:
We're thinking about proving an IRC service for our customers to
communicate with us, and as part of that we'd like to be able to
integrate it with RT for ticketing and ultimately billing purposes.
RT already does WWW and SMTP -- why not IRC to
On Dec 19, 2006, at 3:32 PM, Vivek Khera wrote:
I was just updating the FreeBSD port to rt 3.6.2 and finally got
around to digging into why there are funky file permissions on the
etc files. For some reason they are all set to 0500 permissions,
but not a single file there needs to be
On Dec 19, 2006, at 7:52 AM, Richard Ellis wrote:
Is it possible to have multiple values for $rtname?
Not on a single RT instance.
With fastcgi, you could actually run multiple instances with minimal
extra resources.
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On Dec 19, 2006, at 3:35 AM, Alessio Fattorini wrote:
I have 3.6.1, what's new?
What bug fix? What features?
Tell me thanks..
Alessio
Jesse's release announcement had a list of fixes and features. You
might want to go back and read that.
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Description: S/MIME cryptographic sig
anything in the mail logs?
are the autoreplies configured per-queue or globally?
On Dec 18, 2006, at 11:30 AM, Richard Ellis wrote:
When an email is received, the ticket is parsed correctly, custom
fields are created and filled, ticket is put in the right queue
etc, but the email to the req
I was just updating the FreeBSD port to rt 3.6.2 and finally got
around to digging into why there are funky file permissions on the
etc files. For some reason they are all set to 0500 permissions, but
not a single file there needs to be executable... Shouldn't they get
0400 instead? Also
On Dec 14, 2006, at 7:25 AM, Ruslan Zakirov wrote:
I saw http://search.cpan.org/dist/Mail-DeliveryStatus-BounceParser/ on
the CPAN that could help parse bounces.
Nice! I'll be updating my script today ;-)
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On Dec 13, 2006, at 11:43 AM, Vivek Khera wrote:
http://wiki.bestpractical.com/index.cgi?RtBounceHandler
That page needs to be "despammed" as the links in it are flagged in
red, which hopefully can be cleared up.
Apparently mere mortals are not allowed to download attachment
On Dec 11, 2006, at 4:56 PM, Vivek Khera wrote:
I'm trying to figure out how to append bounce notices to tickets.
Basically, if a bounce comes in to my return-path address, I want
to scan it for evidence of a bounce from RT. If it finds it,
append the message (or just the DSN r
I'm trying to figure out how to append bounce notices to tickets.
Basically, if a bounce comes in to my return-path address, I want to
scan it for evidence of a bounce from RT. If it finds it, append the
message (or just the DSN report part if it is a DSN) to the offending
ticket.
Has a
On Dec 5, 2006, at 5:24 PM, John Arends wrote:
How do you all handle backups/DR? Is anyone else running RT in a
virtual machine?
We use a live replication system to keep the DB up-to-the-second on
another DB server. If the main DB dies, we just "failover" and point
RT at the backup. We
On Nov 14, 2006, at 8:53 AM, Ruslan Zakirov wrote:
Vivek, have you seen difference on Pg between 3.4.4 and 3.4.5? We'd
split a weird SQL query into two, the query is related to ACL checks.
I haven't re-evaluated the indexes since 3.4.2 I believe. We have
over 100k tickets in our system,
try my revised indexes posted here before several times. the indexes
shipped with RT are mostly unused by the queries generated by the
query builder.
On Nov 10, 2006, at 4:50 PM, Scott J. Henson wrote:
We have a large rt3.4 install of about 70K tickets and
growing. The larger the db grows
On Oct 19, 2006, at 10:46 AM, Ian Clancy wrote:
Based on my research so far this looks promising http://
www.dotproject.net .
We've been using Trac with our subversion repositories. Works well.
DotProject seems interesting, too.
Our only problem now is our "task lists" are spread out ov
On Oct 17, 2006, at 1:09 PM, Armaghan Saqib wrote:
I installed 3.6.1 on freebsd with "make MULTIPLE_INSTANCES=yes"
but it did not patch the files as was done for 3.4.5.
This flag exists no more in the RT 3.6 port for FreeBSD. I'll be
happy to add such a flag if someone is willing to provi
On Oct 15, 2006, at 8:23 PM, Joby Walker wrote:
As was pointed out to me the current value function returns the
last value used for that connection, so from the pgsql side it is
multithread safe -- but I don't know how using a connection pooling
system like SQLRelay impacts things (because
On Oct 13, 2006, at 6:48 PM, Joby Walker wrote:
OIDs were used to get the id of the last insert. The was abandoned
because of pgsql 8.1, but it was a horrible way to get the last id
anyway. Current versions of SB insert the row and then get the
current value of the sequence associated wi
On Oct 13, 2006, at 10:53 AM, Kenneth Marshall wrote:
to 3.6.x. This is with an older version of searchbuilder (1.36) on
the 3.4.5 system. We could not upgrade to a newer version because it
caused our DB queries to fail. Do you think that it is safe to remove
the oid column?
If you do a fresh
On Oct 13, 2006, at 12:18 AM, Jesse Vincent wrote:
Strongly recommend:
* newer RT
* newer Pg (8.x before 8.1.4 had some specialness)
* vacuum analyzing your postgres instance.
Also make sure your Pg is tuned properly for the size of your DB.
See recent discussion i
On Oct 13, 2006, at 9:32 AM, Dmitri Tikhonov wrote:
Here's also a post from two years ago that still applies to 3.4.5:
http://lists.bestpractical.com/pipermail/rt-devel/2004-September/
006273.html
I still use them in RT 3.6, too :-)
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On Oct 13, 2006, at 9:07 AM, Kenneth Marshall wrote:
Here are the indexes that needed to be added to the DB to enable fast
OID based queries. Hopefully, they can be included in 3.6.2+.
CREATE INDEX attachmentsoid ON attachments USING btree ( oid );
CREATE INDEX cachedgroupmembersoid ON cached
On Oct 12, 2006, at 5:19 PM, Matthew Pressly wrote:
Where can I add code to prevent a ticket from being resolved with
an empty 'Message:' field? I would like to just display an error
message and redisplay the current page.
That would block you from resolving a ticket without comment which
On Sep 26, 2006, at 12:37 PM, Kenneth Marshall wrote:
Is there any possibility of making the "skin" a Preferences option
and not hard-coded by the configuration file? We have users wedded
to the original setup and others that prefer the new style.
Jesse hinted that the next major release of R
On Sep 11, 2006, at 12:38 PM, Roy El-Hames wrote:
My understanding the question is about will RT default to re-open a
resolved ticket when a new correspondence comes in .. in my systems
production rt-3.4.4 and dev 3.6.1 this does n't happen (and never
happened in any version of RT I used
we use a cname with no ill effects.
On Aug 14, 2006, at 10:38 AM, Stephen Turner wrote:
I can't answer your question, but I'm curious to ask another
question to all the people who have this problem - do you have a
CNAME/alias for your RT host? We do - the published URL for our RT
system us
On Jul 19, 2006, at 3:51 PM, Jesse Vincent wrote:
(I'm pretty sure I did say this was bug the other day ;)
Yes you did.. and thus is the peril of having two threads on the same
subject displayed in a threaded mail reader...
I wouldn't know where to look else I'd take a hack at fixing it.
On Jul 17, 2006, at 6:27 PM, Kenneth Crocker wrote:
Not to say 3.6.0 is perfect, but we like the current design as far
as merged tickets. If we have merged the two (using your example of
#100 and #200), then #100 really should never be looked at anyway,
other than what was originally appe
On Jul 18, 2006, at 9:27 AM, Barry L. Kline wrote:
That is my EXACT problem. We have some queues where the admins get
paged with a ticket. Let's say that ticket #200 is created and the
admins get paged. One of them decides that 200 needs to be merged
into
100 (for whatever reason). The o
On Jul 15, 2006, at 12:44 PM, Jesse Vincent wrote:
Jesse;
When is the planned release for 3.6.1, I am planning an upgrade to
3.6 and from I 've been reading it sounds its worth waiting till
3.6.1
Roy
We, as a matter of course, do not promise release dates, other than
to support custome
On Jul 14, 2006, at 6:29 AM, Niels Huylebroeck wrote:
# in httpd.conf
KeepAlive On
I've now also turned this on, thanks for the heads-up hadn't noticed
this before (I run Centos 4.3 and it's disabled by default too)
You absolutely 100% don't want to do this on a busy public web site,
espec
On Jun 27, 2006, at 9:12 AM, Max H. wrote:
Drew Barnes wrote:
I am pretty sure that it tells you to do this in the output of
make upgrade.
You are correct. I skipped over this because:
I was a bit confused because I checked in the directory containing
the upgrade items. In rt-3.6.0/etc t
On Jun 21, 2006, at 1:14 PM, Kevin Murphy wrote:
Todd Chapman wrote:
On Wed, Jun 21, 2006 at 10:42:22AM -0400, Kevin Murphy wrote:
When I run:
/usr/local/rt3/sbin/rt-setup-database --dba postgres --prompt-for-
dba-password --action schema --datadir etc/upgrade/3.5.1
I get:
Creating data
On May 30, 2006, at 11:18 AM, Juan Mas wrote:
Over the weekend we received spam from some domain, after the
autoreply was sent to them, we received 3000+ e-mails from the domain
RT seriously needs an autoreply squelcher built in and operational
out of the box. It should not send an autores
On May 24, 2006, at 11:23 AM, Nick Metrowsky wrote:On installation, the install required installing two perl CPAN modules and it failed to do it via “make fixdeps”, so I had to do them by hand. Not a big deal. The rest of the install/upgrade went flawlessly. Let’s just say it was much easier to go
On May 24, 2006, at 11:48 AM, Avishay Aton wrote:
[error] [client x.x.x.x] FastCGI: incomplete headers (0 bytes)
received from server "/opt/rt3/bin/mason_handler.fcgi"
at the command line, run the mason_handler.fcgi and see what errors
it produces. for best results, run it as the same use
--Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Vivek Khera
Sent: Monday, May 22, 2006 2:08 PM
To: RT-Users list
Subject: Re: [rt-users] Multiple tickets per incoming email
On May 18, 2006, at 11:37 AM, Schultz, Eric wrote:
Eric Schultz
United Online
On May 18, 2006, at 11:37 AM, Schultz, Eric wrote:
Eric Schultz
United Online
Heh... i'm reading and responding to my email (offline) on a United
flight from frankfurt to washington... when do we get satellite
hookups to the net? Then I could check my RT status too... :-)
smime.p7s
D
On May 18, 2006, at 10:31 AM, Jesse Vincent wrote:
still queued for submission. The quick-and-easy fix is to change the
--timeout on your mail aliases
Also, be sure that the fcgi timeout (if you're using fcgi) is greater
than the timeout you give to RT. I use 305 seconds for fcgi, and 300
On May 5, 2006, at 1:54 PM, Don Beethe wrote:
We have just started having users enter tickets into a new RT
system and
ran into an issue with the users creating tickets in the wrong queues.
Is there a way to move the tickets from one queue to another?
open ticket in browser window, click on
On May 4, 2006, at 9:42 AM, Ian Clancy wrote:
Yes, but i need this permission so that personnel can move a ticket
from one queue to the other. I also want personnel to be able to
create a ticket on the other queue. This is a requirement. If i
remove the SeeQueue permission this is not poss
On Apr 8, 2006, at 9:32 PM, Mathew Snyder wrote:
We are currently using v3.0.9 with a Postgres database. Someone
around
here said that the two had to be "shoehorned" together because v3.0.9
doesn't support Postgres. Is this correct?
Take that shoehorn and hit the guy upside the head with
On Apr 7, 2006, at 3:15 PM, Jesse Vincent wrote:
The downside of RT having a rich access control system is that it's
not
really plausible to express it entirely inside a SQL query. At
least not
inside one that will run in finite time. So we end up having to do the
Yeah... I'm now very int
I just set up some groups to split off queues from people who don't
need to see them. However, now the top 10 tickets view shows < 10
tickets to some people because they don't have permissions to see
them. This looks really funny when they only see 3 tickets when
there are enough for them
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