Re:Re: [rt-users] Whats the best way to involve external persons without loosing control over the ticket
Taan, I'm looking for a way not to change the ticket owner; in case of external support, I don't want to change the ticket owner to the external person; that's what I mean with not loosing control. * Shall we open a new ticket, make the external person the ticket owner an link this new ticket as child to the original * somewhere on the wiki there was a patch split ticket (before the wiki got spammed again); any experience ? * any other thought's Thanks Wolfgang For product support we set the ticket owner as the person who actually responds to the request (ie communicates with the customer), and include people who are required to add information to a ticket in order to resolve it as AdminCCs. Taan [EMAIL PROTECTED] wrote: Hi everybody, I'd like to ask for a best practice: My help helpdesk shall alway have control over the ticket eg be the owner; on the other hand, they may need to involve additional persons (sub contracters, ...) What's the best way to bring them in the game ? Any suggestion welcome Wolfgang -- Wolfgang Fuertbauer (e-Mail: [EMAIL PROTECTED]) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
I recall that we made a major pg-related fix around 3.4.2 or so. If you suspect it's postgres-side stuff that's slowing you down, turning on the query log and seeing if you can reindex a bit is worthwhile. I've moved to 3.4.5 but it still seems slow to me. You're talking about the postgresql query log, right? I'll look into that next. I've been trying desperately to turn on DBI::ProfileDumper::Apache. My perl-status shows: DBI_PROFILE = 2/DBI::ProfileDumper::Apache DBI_PROFILE_APACHE_LOG_DIR = /var/log/httpd but I get no dbi.prof.* files...anywhere on my filesystem. Thanks for all the help. Here's my rt.conf: VirtualHost xxx ServerName xxx DocumentRoot /var/www/html/rt3/share/html AddDefaultCharset UTF-8 PerlSetEnv DBI_PROFILE 2/DBI::ProfileDumper::Apache PerlSetEnv DBI_PROFILE_APACHE_LOG_DIR /var/log/httpd # PerlOptions +GlobalRequest Location /perl-status SetHandler perl-script PerlResponseHandler Apache2::Status /Location PerlModule Apache::DBI PerlRequire /var/www/html/rt3/bin/webmux.pl Location /NoAuth/images SetHandler default /Location Directory /var/www/html/rt3/share/html SetHandler perl-script PerlResponseHandler RT::Mason /Directory /VirtualHost ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] [Rt-announce] RT 3.6.0 Released
Hi, I have tried carrying out the steps below, it does not seem to fix my issues a view source from my RT still shows: HTML HEAD TITLERT at a glance/TITLE link rel=shortcut icon href=/NoAuth/images//favicon.png type=image/png link rel=stylesheet href=/NoAuth/webrt.css type=text/css I have removed the Set($WebDefaultStylesheet, '3.5-default'); from the RT_Siteconfig.pm so that it is set by default by the RT_Config.pm, However if I modify this between 3.5-default and 3.4-compat it makes absolutely no difference to my web interface. Also the system configuration tool shows that the $WebDefaultStylesheet variable is being set correctly. Is there anything else I can try? Thanks Dave -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: 16 June 2006 18:31 To: Steve Palm Cc: rt-users@lists.bestpractical.com; Ruslan Zakirov Subject: Re: [rt-users] [Rt-announce] RT 3.6.0 Released 1. Stop apache. 2. rm -rf /path/to/rt/var/mason_data/obj/* 3. Start apache Steve Palm wrote: On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: 1. Remove mason page. I'm sorry, I do not understand what you mean there. 2. Also open source of any page in browser, it must contain something like: link rel=stylesheet href=/NoAuth/css/3.5-default/main.css type=text/css media=all / link rel=stylesheet href=/NoAuth/css/print.css type=text/css media=print / I do not have those, only: link rel=stylesheet href=/NoAuth/webrt.css type=text/css This may be related to the mason page you reference above, but I do not know what/where to delete. Should the upgrade handle this? The main.css is several lines of @import statements when viewed in my browser. Steve - Steve Palm --- [EMAIL PROTECTED] Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] [Rt-announce] RT 3.6.0 Released
I have solved my problem I had some Local overlays in /rt3/local/html/. Deleted these and it solved my problem. Dave - Hi, I have tried carrying out the steps below, it does not seem to fix my issues a view source from my RT still shows: HTML HEAD TITLERT at a glance/TITLE link rel=shortcut icon href=/NoAuth/images//favicon.png type=image/png link rel=stylesheet href=/NoAuth/webrt.css type=text/css I have removed the Set($WebDefaultStylesheet, '3.5-default'); from the RT_Siteconfig.pm so that it is set by default by the RT_Config.pm, However if I modify this between 3.5-default and 3.4-compat it makes absolutely no difference to my web interface. Also the system configuration tool shows that the $WebDefaultStylesheet variable is being set correctly. Is there anything else I can try? Thanks Dave -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: 16 June 2006 18:31 To: Steve Palm Cc: rt-users@lists.bestpractical.com; Ruslan Zakirov Subject: Re: [rt-users] [Rt-announce] RT 3.6.0 Released 1. Stop apache. 2. rm -rf /path/to/rt/var/mason_data/obj/* 3. Start apache Steve Palm wrote: On Jun 16, 2006, at 12:21 PM, Ruslan Zakirov wrote: 1. Remove mason page. I'm sorry, I do not understand what you mean there. 2. Also open source of any page in browser, it must contain something like: link rel=stylesheet href=/NoAuth/css/3.5-default/main.css type=text/css media=all / link rel=stylesheet href=/NoAuth/css/print.css type=text/css media=print / I do not have those, only: link rel=stylesheet href=/NoAuth/webrt.css type=text/css This may be related to the mason page you reference above, but I do not know what/where to delete. Should the upgrade handle this? The main.css is several lines of @import statements when viewed in my browser. Steve - Steve Palm --- [EMAIL PROTECTED] Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Updating to 3.6.1, and migrating the database
Hi Ian I'm working on upgrading from RT 3.4.4 to RT 3.6.1. At the same time, ... Specifically, I'm losing/corrupting the binary data in the Attachments table. http://rt3.fsck.com/Ticket/Display.html?id=6655 http://bugs.mysql.com/bug.php?id=10249 http://www.gossamer-threads.com/lists/rt/users/57791?search_string=BLOB;#57791 Cheers. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Add watcher based on email address or domain
Hi all I have a requirement to add specific watchers to a ticket based on who sent it. My first attempt involved creating a queue for each customer, with each queue having the appropriate watchers set up. A scrip changes the queue of an incoming ticket based on the email address or domain. This works fine, but it has resulted in about 25 queues so far and this number will grow as sales increase. Instead, I was thinking that I could skip the whole queue changing thing - I think it would be fine if a scrip looked at the email address / domain and added a username as a watcher. Unfortunately, I speak very little Perl and am pretty new to all of this. If anyone cares to help, I'd be *very* grateful if you could illustrate your response with about 3 cases so it's obvious to me how to modify it so suit our requirements - and perhaps also show how to check both a complete email address and a domain. Thanks in advance for any help you can offer. Best regards Neil ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
On Fri, 2006-10-13 at 08:07 -0500, Kenneth Marshall wrote: CREATE INDEX attachmentsoid ON attachments USING btree ( oid ); CREATE INDEX cachedgroupmembersoid ON cachedgroupmembers USING btree ( oid ); CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues USING btree ( oid ); CREATE INDEX transactionsoid ON transactions USING btree ( oid ); 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 - Dmitri. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: Re: [rt-users] Whats the best way to involve external personswithout loosing control over the ticket
-Original Message- Taan, I'm looking for a way not to change the ticket owner; in case of external support, I don't want to change the ticket owner to the external person; that's what I mean with not loosing control. * Shall we open a new ticket, make the external person the ticket owner an link this new ticket as child to the original * somewhere on the wiki there was a patch split ticket (before the wiki got spammed again); any experience ? * any other thought's Thanks Wolfgang For product support we set the ticket owner as the person who actually responds to the request (ie communicates with the customer), and include people who are required to add information to a ticket in order to resolve it as AdminCCs. Taan Hello Wolfgang, I think what Taan suggested is actually a good answer - add the external person to the ticket as an AdminCc. You'll need to make sure that the AdminCc role has update rights to tickets through the queue's Group Rights screen (or if it's right for you, through Global Group Rights). Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Require non-blank mesage field
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 was re-opened by a thank you response from your customer. Are you sure you want to restrict that? We get those all the time. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
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 cachedgroupmembers USING btree ( oid ); CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues USING btree ( oid ); WTF is it trying to use OID's in queries? OID's are off by default on postgres 8.1 so most tables won't even have them. RT's schema.Pg file certainly doesn't request them. I never saw RT trying to use OIDs for anything when I analyzed the queries. Is this something new in searchbuilder? smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
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 :-) smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
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 in the postgres general mailing list (some tips came flying by earlier this week. Also see http://www.varlena.com/ GeneralBits/Tidbits/annotated_conf_e.html. I personally bump up the shared buffers, work mem, sort mem, checkpoint segments, and appropriatly set the effective cache size. If you're still running slow after bumping these up (and applying my indexes, mentioned earlier), you should profile your overall system to see where the bottleneck is. I'll vote it is your disk drives. At least use SATA... Our primary RT install is running on a Dell PE 1850 with hardware RAID1 on a pair of SCSI disks which can support 80Mb/s sustained read/ write speed. With several tens of thousand tickets, it is quite snappy. We even run it over SSL. Our configuration of software is FreeBSD 6.1 + apache + fastcgi for RT. RT makes zero use of mod_perl's advanced features, and fastcgi is much easier to get working right. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
On Fri, Oct 13, 2006 at 10:44:57AM -0400, Vivek Khera wrote: 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 cachedgroupmembers USING btree ( oid ); CREATE INDEX objectcustomfieldvaluesoid ON objectcustomfieldvalues USING btree ( oid ); WTF is it trying to use OID's in queries? OID's are off by default on postgres 8.1 so most tables won't even have them. RT's schema.Pg file certainly doesn't request them. I never saw RT trying to use OIDs for anything when I analyzed the queries. Is this something new in searchbuilder? Vivek, I was as surprised as you. It may have been the result of migrations from older versions of RT to newer versions. We started at 3.2, are currently running 3.4.5, and are preparing to migrate to 3.6.x. If the OIDs are not needed, I would like to drop them in our migration 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? Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
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 new install of RT, you won't have them, so I suspect it is safe. I never bothered, though. I don't see how searchbuilder would construct a query that uses oids, though, since the string oid doesn't exist at all in version 1.43. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reset search preferences to default
Hello, On 3.6.0, can anyone tell me how to restore the default search format (as set in $DefaultSearchResultFormat in RT_Config) to a user after they have modified their own search preferences? I have users that have modified their search format and are now missing fields that they can't add back in because there is no advanced option to do the required customization. Any help would be greatly appreciated! Thanks, Fran ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] plz help me
Hi I cannot open tickets which are in HIGHEST PRIORITY TICKETS I OWN Please help me to fix this problem. Thx Raghu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rtReminderMails
I am running RT 3.4.5 and was wondering if the rtReminderMails http://wiki.bestpractical.com/index.cgi?rtReminderMails Will work in the 3.4.5 Thanks Justin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Init() Segmentation Fault
Hi Allen; This probably isn't the kind of help you want, but ... I've been administering our RT install on Solaris 8, 9 and now 10 for the past few years. This experience has taught that it's much easier to use the RT package from blastwave.org (http://www.blastwave.org/packages/rt) which uses mod_perl. Isaac Vetter Allan Reko wrote: Hi all, I have a system running Solaris 9 (sparc). I followed the instructions on the Sun website that are linked to from the Wiki, and after quite a bit of meddling with the installation of the perl modules, I finally got all the Perl Dependencies installed. I got RT Compiled and installed. I can start the Mysql Service, I can start the apache service. When I point my browser to the web address, I get an internal server error, error 500. I checked the apache error_log, and get the below set of error messages every time I try to access the web page: [Thu Oct 12 13:37:14 2006] [warn] pid file /usr/local/apache/logs/httpd.pid overwritten -- Unclean shutdown of previous Apache run? [Thu Oct 12 13:37:14 2006] [notice] FastCGI: process manager initialized (pid 361) [Thu Oct 12 13:37:14 2006] [warn] FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi started (pid 364) [Thu Oct 12 13:37:14 2006] [notice] Apache/1.3.37 (Unix) mod_fastcgi/2.4.2 mod_ssl/2.8.28 OpenSSL/0.9.7b configured -- resuming normal operations [Thu Oct 12 13:37:14 2006] [notice] Accept mutex: fcntl (Default: fcntl) [Thu Oct 12 13:37:15 2006] [warn] FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi started (pid 370) [Thu Oct 12 13:37:16 2006] [warn] FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi started (pid 371) [Thu Oct 12 13:37:17 2006] [warn] FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi started (pid 372) [Thu Oct 12 13:37:24 2006] [error] [client 10.31.3.0] FastCGI: incomplete headers (0 bytes) received from server /usr/local/rt3/bin/mason_handler.fcgi [Thu Oct 12 13:37:24 2006] [warn] FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi (pid 364) terminated due to uncaught signal '11' (Segmentation Fault) [Thu Oct 12 13:37:24 2006] [warn] FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi restarted (pid 378) When I try to run mason_handler.fcgi directly, I get: # su www # cd /usr/local/rt3/bin # ./mason_handler.fcgi Segmentation Fault # I opened the mason_handler.fcgi, and tried inserting print statements, to isolate where the failure was occurring. I isolated it to the line in mason_handler that says: RT::Init();. When I commented that line out, I got the login screen on the web page, so I know the issue is coming from RT::Init(). The problem is that I'm not sure where to look to debug perl/cgi stuff...Has anyone encountered this before? I am using: RT v 3.6.1 Perl v 5.8.7 Apache v 1.3.37 I believe my apache setup is correct, as the server is correctly sending off to the mason_handler, and I can log into the database using the username and password I set up in the config file (currently the defaults, will change later). Anyone have any ideas? I'm not entirely sure where to look from here... Allan Reko ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com smime.p7s Description: S/MIME Cryptographic Signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT at a Glance 3.6.1, customizing the Available list
Thanks Torsten. I took the following from RT_Config.pm : Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); And removed the QuickCreate from the list and put it in RT_SiteConfig.pm and everything is working. From: Torsten Brumm [EMAIL PROTECTED] To: Jared Hanks [EMAIL PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT at a Glance 3.6.1, customizing the Available list Date: Fri, 29 Sep 2006 09:09:36 +0200 Hi Jared, the available fields are defined inside the RT_SiteConfig.pm, there you can add or remove fields. Torsten 2006/9/28, Jared Hanks [EMAIL PROTECTED]: I would like to remove the QuickCreate option from the Available list box in /Prefs/MyRT.html in RT 3.6.1. I don't want any user to have the ability to use the QuickCreate function. Is there a way to edit that list (in the database, or some file)? Any help is appreciated. Thanks, Jared _ Try the new Live Search today! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-usFORM=WLMTAG ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de _ Get today's hot entertainment gossip http://movies.msn.com/movies/hotgossip ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: RE: Re: [rt-users] Whats the best way to involve external personswithout loosing control over the ticket
Steve, i agree; it is a good answer but all correspondence from the external gets unfiltered to the client; And that is what I don't want Any further suggestions ? Wolfgang Stephen Turner [EMAIL PROTECTED] schrieb am 13.10.2006 16:34:56: -Original Message- Taan, I'm looking for a way not to change the ticket owner; in case of external support, I don't want to change the ticket owner to the external person; that's what I mean with not loosing control. * Shall we open a new ticket, make the external person the ticket owner an link this new ticket as child to the original * somewhere on the wiki there was a patch split ticket (before the wiki got spammed again); any experience ? * any other thought's Thanks Wolfgang For product support we set the ticket owner as the person who actually responds to the request (ie communicates with the customer), and include people who are required to add information to a ticket in order to resolve it as AdminCCs. Taan Hello Wolfgang, I think what Taan suggested is actually a good answer - add the external person to the ticket as an AdminCc. You'll need to make sure that the AdminCc role has update rights to tickets through the queue's Group Rights screen (or if it's right for you, through Global Group Rights). Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) -- Wolfgang Fuertbauer (e-Mail: [EMAIL PROTECTED]) EBEWE Pharma Mondseestrasse 11 4866 Unterach, Austria Tel +43 7665 8123 315Mobile: +43 664 8397987 Fax +43 7665 8123 1487 http://www.ebewe.com___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rights to edit RT at a Glance
What rights need to be granted to allow a user to edit the RT at a Glance page? I am not seeing the Edit link on the Home page. Thanks, Jared _ SearchYour way, your world, right now! http://imagine-windowslive.com/minisites/searchlaunch/?locale=en-usFORM=WLMTAG ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] is there a possibility to make ticket subjectmandatory field?
Olaf, We created a scrip to automatically move the subject into a CF called description upon ticket creation. Then we made that CF mandatory. Works for us. Kenn LBNL Schultz, Eric wrote: Search the mailing lists. I believe I posted code to do this with javascript. Eric Schultz United Online, Inc. Only with custom development. You could check wiki, but I don't recall that somebody shared solution. On 10/13/06, Olaf Hamann [EMAIL PROTECTED] wrote: Hello list, is there a way to interrupt Ticket creation if ticket subject is not filled? We are using RT3.6.1 For CustomFields there ist the validation 'Mandatory' feature which works fine and was easyly added by other validate regexps. But how to use that on ticket subject? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Add watcher based on email address or domain
Neil, Why do you need separate watchers for each ticket? Each Requestor of a ticket will have their own E_mail address anyway and whatever privileges you want this watcher to have you can grant via the Requestor role either globally or per queue. If the privileges are to be the same, regardless of who sent a ticket, then grant the privileges to the Requestor role globally. What is the real purpose behind the separate watcher concept? Kenn LBNL Neil Hymans - Technically Speaking wrote: Hi all I have a requirement to add specific watchers to a ticket based on who sent it. My first attempt involved creating a queue for each customer, with each queue having the appropriate watchers set up. A scrip changes the queue of an incoming ticket based on the email address or domain. This works fine, but it has resulted in about 25 queues so far and this number will grow as sales increase. Instead, I was thinking that I could skip the whole queue changing thing - I think it would be fine if a scrip looked at the email address / domain and added a username as a watcher. Unfortunately, I speak very little Perl and am pretty new to all of this. If anyone cares to help, I'd be *very* grateful if you could illustrate your response with about 3 cases so it's obvious to me how to modify it so suit our requirements - and perhaps also show how to check both a complete email address and a domain. Thanks in advance for any help you can offer. Best regards Neil ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] plz help me
Raghu, What privileges have you set for groups/roles at the global level and queue level (for the queue where your tickets reside)? Do you grant privileges to users or for groups and then put users in groups (way less maintenance)? Kenn LBNL Raghavendra.s wrote: Hi I cannot open tickets which are in “HIGHEST PRIORITY TICKETS I OWN” Please help me to fix this problem. Thx Raghu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reset passwords ued to work...now doesn't
Hello, I implemented a simple password reset queue which reset a user's password when a new email was sent to that queue. It used to work great, but now doesn't. I'm not sure if it stopped when the server was upgraded to RT 3.6.0, or if it was busted earlier. Whenever an email is sent to the password reset queue, the ticket gets created in the support queue. The mail logs show the email being received and delivered to the correct queue, but when procmail takes over, the message goes to the support queue. I don't understand why this is happening. Here's the alias file for postfix: # RT aliases (review the procmail file for more details) support:|/usr/bin/procmail -m /etc/procmail-support.rc support-comments: |/usr/bin/procmail -m /etc/procmail-support.rc resetpwd: |/usr/bin/procmail -m /etc/procmail-support.rc resetpwd-comments: |/usr/bin/procmail -m /etc/procmail-support.rc And here's the procmail recipe: LOGFILE=/var/log/procmail-support.log DEFAULT=/home/ksandhu/Maildir/ :0 * ^X-Spam-Flag: YES ! [EMAIL PROTECTED] # RT aliases :0 |/var/www/rt/bin/rt-mailgate --queue Technical-Support --action correspond --url https://blah |/var/www/rt/bin/rt-mailgate --queue Technical-Support --action comment --url https://blah |/var/www/rt/bin/rt-mailgate --queue Resetpwd --action correspond --url https://blah |/var/www/rt/bin/rt-mailgate --queue Resetpwd --action comment --url https://blah # Send everything else to [EMAIL PROTECTED] :0 $DEFAULT Am I missing something obvious? Has something changed in RT that would break resetting passwords via email? Regards, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.17-1.2187_FC5 i686 GNU/Linux 13:39:21 up 4 days, 20:39, 3 users, load average: 0.09, 0.23, 0.22 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Querying tickets via RT::Rest
Hi,is possible to query tickets (including custom fields) filtering by custom fields using RT::Rest API?Thiago ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Querying tickets via RT::Rest
On Fri, 2006-10-13 at 15:19 -0300, Thiago Cristino dos Santos wrote: is possible to query tickets (including custom fields) filtering by custom fields using RT::Rest API? RT::Client::REST (my module available on CPAN) can do most of those things. Support for custom fields is not really there yet, though. I could not find RT::Rest module you were talking about: http://search.cpan.org/search?query=rt%3A%3Arestmode=all Are you confusing it with something else? - Dmitri. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance on PostgreSQL
Thank you everybody for the suggestions. I will look into adding the suggested indexes, and look at my RAM usage. I think I need to get more than 1GB of RAM on the box, so I have room to play. Those httpd processes end up taking a lot of RAM. I'll also work on moving up to Pg 8.1.4, and getting production up to RT 3.4.5. Thanks again for the suggestions. Kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Querying tickets via RT::Rest
- Copying the list on my answer -
On Fri, 2006-10-13 at 16:28 -0300, Thiago Cristino dos Santos wrote:
try
{
my @ticket = $rt-search(type = 'ticket', query = Severity =
100);
print (Found tickets @ticket\n);
}
Change that query to CF.Severity = 100.
- Dmitri.
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Re: [rt-users] Add watcher based on email address or domain
I guess Neil was referring to client managers/sales managers /customer relations agents etc .. Neil; I don't think its a simple task particularly you said you speak very little Perl .. If you can; what I would do is: option 1 (the clean way) - Create a table that map your customer mail address to an agent (the watcher you need to add --this can be user name or mailaddress) - Create the appropriate classes for this table (I often use sbin/factory from the rt source code) - Create a function in the above classes to pull the agent for a given customer email - Create a scrip with Condition On Create and action to query the function you created above and add the value as a watcher Option 2 (not so clean): - Assuming your customer email is already an RT user, use one of the fields that are n't used in the Users table to populate the email address/name of teh watcher - Create a scrip with Condition On Create and action to identify the requester, pull the value of the field mentioned above and add it as a watcher Best of luck; Roy Kenneth Crocker wrote: Neil, Why do you need separate watchers for each ticket? Each Requestor of a ticket will have their own E_mail address anyway and whatever privileges you want this watcher to have you can grant via the Requestor role either globally or per queue. If the privileges are to be the same, regardless of who sent a ticket, then grant the privileges to the Requestor role globally. What is the real purpose behind the separate watcher concept? Kenn LBNL Neil Hymans - Technically Speaking wrote: Hi all I have a requirement to add specific watchers to a ticket based on who sent it. My first attempt involved creating a queue for each customer, with each queue having the appropriate watchers set up. A scrip changes the queue of an incoming ticket based on the email address or domain. This works fine, but it has resulted in about 25 queues so far and this number will grow as sales increase. Instead, I was thinking that I could skip the whole queue changing thing - I think it would be fine if a scrip looked at the email address / domain and added a username as a watcher. Unfortunately, I speak very little Perl and am pretty new to all of this. If anyone cares to help, I'd be *very* grateful if you could illustrate your response with about 3 cases so it's obvious to me how to modify it so suit our requirements - and perhaps also show how to check both a complete email address and a domain. Thanks in advance for any help you can offer. Best regards Neil ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTx::Shredder error
Hi Everyone,
I'm not sure if I should be reporting this error to this list, or
directly to Ruslan. But, since the discussion might be useful to
others, I've decided to post it here. Please, throw no stones if I've
offended you. Feathers are okay. :)
I've been using Ruslan's RTx::Shredder tool on a RT 3.6.0 install to
clean out a bunch of deleted tickets, and bogus users. Everything's
been great so far; that is until I ran into the following error when
attempting to delete users:
error: Can't locate object method caught via package
RTx::Shredder::Exception::Info
at /var/www/rt/share/html/Admin/Tools/Shredder/index.html line 36.
context:
...
32:
my ($plugin_obj, @objs);
33:
34:
my $catch_non_fatals = sub {
35:
require RTx::Shredder::Exceptions;
36:
die $@ unless my $e =
RTx::Shredder::Exception::Info-caught;
37:
38:
push @{ $messages{Errors} }, $e;
39:
$Search = ''; @objs = ();
40:
return 1;
...
code stack: /var/www/rt/share/html/Admin/Tools/Shredder/index.html:36
/var/www/rt/share/html/Admin/Tools/Shredder/autohandler:12
/var/www/rt/share/html/Admin/autohandler:47
/var/www/rt/share/html/autohandler:279
I'm not sure yet if specific users are causing this error, or if it's
just random. I did a little poking around with Google and didn't turn up
any solutions. Not sure how to proceed.
Ruslan, if you need more info or if you want to take this off list, let
me know.
Regards,
Ranbir
--
Kanwar Ranbir Sandhu
Linux 2.6.17-1.2187_FC5 i686 GNU/Linux
18:00:02 up 5 days, 1:00, 3 users, load average: 0.73, 0.83, 0.48
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Re: [rt-users] Performance on PostgreSQL
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 with that table. This is much faster and *should* be safe. I've patched our SB (1.36) to work like most of the other db object abstraction systems I've used -- get the next val of the sequence and then use the value in the insert, this will be correct everytime and in all setups. It is also faster than the default SB-1.36. Joby Walker CC SSG, University of Washington Kenneth Marshall wrote: Vivek, I was as surprised as you. It may have been the result of migrations from older versions of RT to newer versions. We started at 3.2, are currently running 3.4.5, and are preparing to migrate to 3.6.x. If the OIDs are not needed, I would like to drop them in our migration 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? Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Wierd search results with multiple-valued fields ...
in RT 3.4.5 and
3.6.1, should this really return anything where "somefield" is
multi-valued?
CF.{somefield}!=
'X' AND CF.{somefield}= 'X'
For me, it does. It
seems to be comparing the string with every value for the field and therefore
matches just about everything. Is there a way, for example, of saying "show me
everything which hasno value matching
'X'
CF.{somfield} !=
'X'
seems to be saying
"show me everything which has *any* value which doesn't match
'X'
PK
--
Philip Kime
NOPS Systems Architect
310 401 0407
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Re:Re: [rt-users] Whats the best way to involve external persons without loosing control over the ticket
Hi Wolfgang, If you need to manually filter all input from contractors before sending it to requestors then having the contractors send you emails which you cut-and-paste or forward to the appropriate ticket is about as simple as you can make it. You could also pass all contractor mail through rt-mailgate, making sure it was sent as a Comment. This would then never be sent to the Requestors (with a default RT setup). You could then decide which comments should be sent to the Requestors and manually create an email for them. I guess it depends on the percentage of contractor emails you deem acceptable to send directly to Requestors. regards Taan [EMAIL PROTECTED] wrote: Hi everybody, I'd like to ask for a best practice: My help helpdesk shall alway have control over the ticket eg be the owner; on the other hand, they may need to involve additional persons (sub contracters, ...) What's the best way to bring them in the game ? Any suggestion welcome Wolfgang ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
