[rt-users] WishList - Assign Ticket to a group of user
Hello list, I just would like to know if this fonctionnality (assign a tiket to a group of users) is planned. I've implemented an home-made version of a wake-up feature, and my wish would be to assign a woke-up ticket to the group of the user that put it into sleep mode, in order that any member of this group can be warned and steal the ticket. So it would be easier if we could assign a ticket to a group! -- Raph. ___ 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] mailgate not working
This is what I had to do to get my mailgate working when it broke once. # rt-mailgate requires an http connection for some reason # probably some conflict between cpan and debian?? # reinstalling (at least one of) the following fixed it # [UPGRADE] libdb4.3 4.3.27-2 - 4.3.29-6 # [UPGRADE] libfreezethaw-perl 0.43-2 - 0.43-3 # [UPGRADE] libio-socket-ssl-perl 0.96-1 - 0.994-1 On Mon, 29 Jan 2007, Tim Longo wrote: I've been having trouble getting rt mailgate to work when using an ssl virtual host. I can get it to work when using a virtual host on port 80. Just wondering if anyone has rt running on a ssl virtual host? Would you mind sharing a sample config for apache httpd-ssl.conf? With the config below, I can connect to the web interface, but email fails with a message saying it can't connect. ..extra/httpd-ssl.conf: # Fast CGI FastCgiIpcDir /tmp FastCgiServer /usr/local/rt-3.6.3/bin/mason_handler.fcgi -idle-timeout 120 ## ## SSL Virtual Host Context ## VirtualHost _default_:443 # General setup for the virtual host ServerName webrt.rtdomain.com:443 DocumentRoot /usr/local/rt-3.6.3/share/html ServerAdmin [EMAIL PROTECTED] AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/rt-3.6.3/bin/mason_handler.fcgi/ Location / AddDefaultCharset UTF-8 SetHandlel fastcgi-script /Location . . . On Mon, Jan 15, 2007 at 04:56:51PM -0500, Tim Longo wrote: Hello, I'm in the process of installing rt-3.6.3, using apache-2.2.4 (w/ fastcgi), mysql-5.0.24, perl-5.8.8, using solaris and sendmail. Following the install README, I've gotten to a point where I am able to access the webrt interface, and have created a queue, and granted access to the everyone group to create a ticket. I've also created email aliases, but run into some problems when sending email to create a ticket: ___ 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] Mysql to Postgres Problems
I verified the permissions (like the ERROR message suggested), and change it around a bit, but I got nothing. I also tried to force writting on the Attributes Table these values... id, name, description, content, contenttype, objecttype, objectid, creator, created, lastupdatedby, lastupdated 1, Search - My Tickets, [_1] highest priority tickets I own, ENCODED HASH, storable, RT::System, 1, 1, date and time, 1, date and time 2, Search - Unowned Tickets, [_1] newest unowned tickets, ENCODED HASH, storable, RT::System, 1, 1, date and time, 1, date and time 3, HomepageSettings, HomepageSettings, ENCODED HASH, storable, RT::System, 1, 1, date and time, 1, date and time ... checking the sequences, permissions etc. And still get the homepage errors: Can't call method Content on an undefined value at /usr/local/rt3/share/html/Elements/MyRT line 75. The data is there! Why can´t RT read the DB correctly? Thank you very much! Mario Gomide ___ 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] Languages and CustomFields
Hi All, We need to implement some public CustomFields but I can't figure out how to handle the CustomerFields in different languages. I did consider to make several copy's of each CustomField and devide up our customers in countries, but this would be a foolish solution. Fx does some of our contacts, at customers from non English speaking countries, only speak English and some doesn't. Any idea how to handle languages for CustomerFields? Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent Schilling A/S Baldersbækvej 24-26 DK-2635 Ishøj Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 [EMAIL PROTECTED] www.schilling.dk ___ 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] WishList - Assign Ticket to a group of user
Hello list, I just would like to know if this fonctionnality (assign a tiket to a group of users) is planned. I've implemented an home-made version of a wake-up feature, and my wish would be to assign a woke-up ticket to the group of the user that put it into sleep mode, in order that any member of this group can be warned and steal the ticket. So it would be easier if we could assign a ticket to a group! I had a similar request here, but I argued it was unnecessary. There are many ways to assocaiate a set of people with some responsibility for a ticket. Ownership is one way, and the owner is a unique person (or 'nobody'). But the queue is another. Why not wake up the watchers of that queue? Or if you want more specificity, use the AdminCC. Or create a custom field to hold group names, or an arbitrary set of people? bobg ___ 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] Creating tickets from external form
Hi, I use some external application to generate service requests. This application posts its contents to RT via an html form. That means that the contents are passed via URL as follows, for example: form action=https://my.rt.site/rt/Ticket/Create.html?Queue=intSubject=TextContent=text; method=GET Then I get to the Create.html page to fill in other fields and confirm the creation, which means that I can't use create by mail (unless I can confirm and fill in other fields). How do I pass custom field values through the URL? My custom fields are in all the queues, so I don't have to worry about de queue-dependancy of each CF. Thank you very much! Mario Gomide ___ 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] DBIx::SearchBuilder::Handle::Pg
Just an FYI. In preliminary testing, using the Handle::Oracle definition for the DistinctQuery definition in Handle::Pg provides quite a performance improvement. Here is the original line: $$statementref = SELECT DISTINCT main.* FROM $$statementref; and the line from Handle::Oracle that should replace it: $$statementref = SELECT main.* FROM ( SELECT DISTINCT main.id FROM $$statementref ) distinctquery, $table main WHERE (main.id = distinctquery.id) ; Ken Marshall ___ 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] Create tickets in bulk using the CLI?
Hi there, I've spent some time reading what little I could find on this topic, but if I've obviously missed an article somewhere please point me in the right direction, thanks. I've got an old ticket system here, I'm not even sure what it's called. I need to export tickets from this into a format that's read-innable by RT3 (3.4.5). I thought the CLI would be ideal for this, but I cannot convince it to read a pre-formatted form for a new ticket from STDIN. What I'd hoped to do was massage the tickets from the old system into this format en masse: id: ticket/new Queue: Requestor: jasonm Subject: Fix whatever problem Cc: AdminCc: Owner: rtusersoandso Status: new Priority: InitialPriority: FinalPriority: TimeEstimated: 0 Starts: 2005-01-30 16:25:13 Due: 2007-01-30 16:25:13 Text: This is the body... and then have RT do its thing via the CLI to import them all. Has anyone got any idea how to make that work? Thanks in advance!! --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe ___ 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] [repost] Performance-Bug in SelfService when updated from 3.6.1 to 3.6.3
Hi Torsten, I think these parameter are most important: key_buffer = 16M join_buffer_size= 32M innodb_buffer_pool_size = 256M innodb_log_buffer_size = 32M innodb_log_file_size= 128M The last 2 affects the recovery time and write speed. Higher values provides better writing performance and greater crash recovery times. Maybe you will have problems if you modify innodb_log_file_size. I had to stop the server, change the configuration, remove the ib_log* files and start the server again. Sometimes, according to some docs, it doesn't work... You can try at least 2 GB to innodb_buffer_pool_size. MySQL save some useful information about innodb. The less page faults the better performance ;) Good luck, -- Gilmar Santos Jr Torsten Brumm escreveu: Hi Gilmar, i'm playing around with this buffers since some months without finding a good solution, can you give me a hint about yours?? We have 4GB RAM at the DB Server. Thanks Torsten 2007/1/28, Gilmar Santos Jr [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Dirk Pape escreveu: [...] If the latter, does anybody have a hint where to dig into? Try to increase innodb_buffer_pool_size in my.cnf. See [1], [2] and [3]. Tunning some parameters like join_buffer_size, innodb_buffer_pool_size and some others gave me a huge performance improvement. Take care of available RAM to avoid swapping. 1 - http://dev.mysql.com/doc/refman/4.1/en/innodb-configuration.html 2 - http://dev.mysql.com/doc/refman/4.1/en/innodb-tuning.html 3 - http://wiki.bestpractical.com/index.cgi?PerformanceTuning -- Gilmar Santos Jr ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[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 ___ 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] TIcket Content with HTML tags
Hello all! Does anyone know a way to convert an html-tagged text to a plain text format when creating a ticket (in the content field)? This html text is inserted via the URL resulting from an external html form page. Thanks! Mario Gomide ___ 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] BUG: Mandatory Custom Fields in RT 3.6.3 doesn't work inall cases
Yes, the above are obvious conclusions and common knowledge. However, in regards to the third item above, if a person works on the ticket and does not set any of the custom fields using the Basics or Jumbo menu selection, Request Tracker does not force the user to select a value for a custom field which was designated as mandatory. They can select and edit custom fields, and update the page, but if they do not set the mandatory custom field, RT just ignores that a field is mandatory and allows the ticket to be updated. However, if a person does set a mandatory field and tries to set it back to (none) in a pick list or delete the contents of the field, then RT forces the person to enter a value in the field; again using the Basic or Jumbo menu selection. Yes I have been having problems with Mandatory Custom Fields too. I can confirm I see the same behavior you are seeing with RT not forcing someone to choose a field on updating - and then forcing them if they did previously make a selection. Major issue I have found is if the user is privileged and they create a ticket with a Custom Field its not 100% certain it will be saved, seems to run 60% for Mandatory fields and 80% for regular fields when using 'Select One' as the type. The SelfService works 100% of the time, so low level users get good results, Admins get lost data (unless they manually go to they SelfService URL) Same situation when altering the field, from one value to another, sometimes it doesn't change. Anyway ideas would be most welcome. Sadly all I can offer is the SelfService suggestion, I altered the Tabs on the left to show a link to SelfService for privileged users. - Scott ___ 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] Suggestions for auto-archiving?
Finally I have set up a spare RT server which I'd like to archive off tickets older than, say, a year, in order to clean up the DB. I have a few ideas about how to do this but has anyone done anything like this? What I need is an automated procedure to move tickets more than a year old to a different server/DB/RT instance. This probably needs doing at an RT API level to catch all the links etc. PK -- Philip Kime NOPS Systems Architect 310 401 0407 ___ 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] Some thoughts on the Quick Search list
Does anybody else think it would be useful if the Quick Search list could be modified to include saved searches on a per user basis? This way you could display summaries of categorized (by custom field) tickets without displaying a list of tickets. This would make for a more versatile rt dashboard. Of coarse you could set up a separate queue for each category but this is overkill in some situations such as having one queue for software issues with categories for bugs, feature requests etc. I don't know how difficult this is to implement however. Taan ___ 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] Some thoughts on the Quick Search list
On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote: Does anybody else think it would be useful if the Quick Search list could be modified to include saved searches on a per user basis? I think that this might want to be another portlet, but I'd love to see it happen. This way you could display summaries of categorized (by custom field) tickets without displaying a list of tickets. This would make for a more versatile rt dashboard. Of coarse you could set up a separate queue for each category but this is overkill in some situations such as having one queue for software issues with categories for bugs, feature requests etc. I don't know how difficult this is to implement however. Taan ___ 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] Some thoughts on the Quick Search list
On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote: Does anybody else think it would be useful if the Quick Search list could be modified to include saved searches on a per user basis? I think that this might want to be another portlet, but I'd love to see it happen. There is something similar at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ At the bottom, there is a set of callbacks, one of which puts a list of saved searches in the left navigation column. (I know I found out about this from the wiki, but I can't find the reference on the wiki right now.) FWIW, we really like these; the colorizing and a couple extra menu options add a very nice polish to the experience. (I didn't write these, I just like them. Tim Bishop gets the credit.) bobg This way you could display summaries of categorized (by custom field) tickets without displaying a list of tickets. This would make for a more versatile rt dashboard. Of coarse you could set up a separate queue for each category but this is overkill in some situations such as having one queue for software issues with categories for bugs, feature requests etc. I don't know how difficult this is to implement however. Taan ___ 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
