Re: [rt-users] simple question: timedate on at-a-glance page?
Hi Gary Hi -- anyone have a simple recipe for adding the time date to the at a glance page? I looked at Elements/Footer and don't see an easy way to customize it without replacing the whole file (e.g. local/html/Elements/Footer). I changed Elements/Header: |/lNot logged in./ % } + % my $ds = localtime; print br$ds; time / date gets shown under the 'logged in as ...' bit. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] monitoring RT
- Nicholas Clark [EMAIL PROTECTED] wrote: We're going to make the RT self-service interface visible to our external clients. We'd like to monitor it, so that we know if it's down? What's the best way to monitor RT? Are there any built in pages that would let us quickly tell that (say) Take a look at WWW::Mechanize on CPAN. Think of it as a scriptable web browser robot that plugs right into standard perl Test stuff (via Test::WWW::Mechanize) if you want to. You can do a lot with it, including interact with forms and submit them. You could configure a test user account and do a login and logout with (Test::)WWW::Mechanize, checking (with regular expressions if you wish) that RT at a glance page looks about right. - Mikko ___ 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] One email address, two queues
I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] One email address, two queues
Afternoon, When it's a comment, it doesn't pay attention to the queue parameter, I believe. Steve Anderson Network Administrator BiP Solutions Ltd. 0141 2707312 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: 25 July 2007 14:01 To: RT Users Subject: [rt-users] One email address, two queues I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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 __ This email has been scanned by Netintelligence http://www.netintelligence.com/email ___ 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] One email address, two queues
Hi Matthew; I think this is default behaviour (unless I misunderstood your question), as soon as the ticket is created and your customer replies to the auto-responder, RT will understand this correspondence belongs to an existing RT ticket based on the subject line (your rt #ticket number) if you are concerned about the from address I think (I did n't try it) you can set the Reply Address on both your queue to [EMAIL PROTECTED] Regards; Roy Mathew Snyder wrote: I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew ___ 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] One email address, two queues
How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: Hi Matthew; I think this is default behaviour (unless I misunderstood your question), as soon as the ticket is created and your customer replies to the auto-responder, RT will understand this correspondence belongs to an existing RT ticket based on the subject line (your rt #ticket number) if you are concerned about the from address I think (I did n't try it) you can set the Reply Address on both your queue to [EMAIL PROTECTED] Regards; Roy Mathew Snyder wrote: I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew ___ 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] scripting setting Group Rights on Queues -- please
Re submitting cause I really need help on this .. I have to do the below for few groups on a 30 or so queues each .. Hi there; RT 3.6.1 , apach2 mysql5, mod_perl2 I got 30 or so queues and I would like to assign a particular group a set of rights to these queues, has anyone scripted anything like this , I looked in Admin/Queues/GroupRights.html and traced the function I need to ProcessACLChanges in Interface/Web.pm, however I not sure how to call this function, can anyone help?? Regards; Roy ___ 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] One email address, two queues
Mathew; How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Trying to keep up with you :¬) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. Good luck; Roy (wondering when will someone answer his query :¬) Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: Hi Matthew; I think this is default behaviour (unless I misunderstood your question), as soon as the ticket is created and your customer replies to the auto-responder, RT will understand this correspondence belongs to an existing RT ticket based on the subject line (your rt #ticket number) if you are concerned about the from address I think (I did n't try it) you can set the Reply Address on both your queue to [EMAIL PROTECTED] Regards; Roy Mathew Snyder wrote: I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to [EMAIL PROTECTED] This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via [EMAIL PROTECTED] and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew ___ 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] Prevent incoming E-Mail to Change Status
How can incoming e-mail be prevented to change the status of a ticket, except when 'New' is changed to 'Open'? Thank you, Kamber Dalal ___ 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] One email address, two queues
How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Trying to keep up with you :¬) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. This is how we've got RT set up - multiple queues, one email address. If it's a reply to an existing ticket 'the right thing happens' and it gets added to the ticket, if not, a new ticket is created in the queue specified in aliases. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] One email address, two queues
-Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Wednesday, July 25, 2007 10:00 AM To: Toby Darling Cc: RT Users Subject: Re: [rt-users] One email address, two queues How is your aliases file set up? I haven't added the CCEng alias to mine and my responses TO the ticket are getting through however, I'm not getting the servers responses FROM my ticket. Once a ticket number is created, further correspondence on that ticket (identified by the [server.com #xxx] in the subject line) goes to the ticket, regardless of the queue. At least that's been my experience. I've got a 3.6.1. installation that's pretty much vanilla. We have a single queue in which almost all tickets are opened. From there, they get assigned to one of a half-dozen or so other queues for action. The basic queue is set up as rt: |/opt/rt3/bin/rt-mailgate --queue Systems --action correspond --url http://rt.studentuniverse.com/; rt-comment: |/opt/rt3/bin/rt-mailgate --queue Systems --action comment --url http://rt.studentuniverse.com/; while the others are set up as dbtasks:|/opt/rt3/bin/rt-mailgate --queue Database --action correspond --url http://rt.studentuniverse.com/; dbtasks-comment:|/opt/rt3/bin/rt-mailgate --queue Database --action comment --url http://rt.studentuniverse.com/; newusers: |/opt/rt3/bin/rt-mailgate --queue NewUsers --action correspond --url http://rt.studentuniverse.com/; builds: |/opt/rt3/bin/rt-mailgate --queue Builds --action correspond --url http://rt.studentuniverse.com/; builds-comment: |/opt/rt3/bin/rt-mailgate --queue Builds --action comment --url http://rt.studentuniverse.com/; ... We do have folks who will respond to the autoreply (with the proper subject line) to add more information, and those get to the right place even if the ticket has been moved to a different queue -- regardless of whether they send the mail to the rt@ address, or one of the queue-specific addresses. As for mail going back out on correspond, that seems to work just the way that one would expect. Of course, once the ticket has been moved, the templates/scrips/etc are the ones for the _new_ queue -- so watchers and so on need to be added to the new queue as well as the old one. Is RT logging anything that might give you a hint? In the queue config, did you just leave the reply and comment addresses blank, or did you explicitly set them to be the same as the customercare address? ___ 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] One email address, two queues
Matthew; How is your aliases file set up? I haven't added the CCEng alias to mine and my responses TO the ticket are getting through however, I'm not getting the servers responses FROM my ticket. Is that because of the NotifyActor thingy (sorry can't remember the actual function), but in some RT setups RT would not send a notification to the submitter of the update .. Have you checked that?? Roy Keep up with me and what I'm up to: http://theillien.blogspot.com Toby Darling wrote: How would the aliases file be configured for this. As it is, CustomerCare uses --queue customercare while CCEng uses --queue cceng. Trying to keep up with you :¬) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. This is how we've got RT set up - multiple queues, one email address. If it's a reply to an existing ticket 'the right thing happens' and it gets added to the ticket, if not, a new ticket is created in the queue specified in aliases. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] Rt Login Problems in 3.4 / 3.6 for Single Sign On Solution
We have been working on a Single Sign On Adapter for the TYPO3 Content Management System. It should login Typo 3 Users to RT autmatically This works fine with RT 3.6 What we do: 1. Call a Perl Programm called Login.pm which does Login in RT 2. Rt creates the session in the database and gives back the session object to a PHP program 3. PHP generates the Rt cookie with session ID and gives the browser a redirect URL in format http://Server/index.html?SessionCookie= (Session value) In the end there is a valid session in the database, a cookie written to the browser and the redirect URL The problem: RT 3.6 takes this nicely and grant access to the user RT 3.4 does only show the Login screen. Where is the difference in the Login behaviour? Why does RT 3.4 not accept session URL and cookie ? Thank you very much for hints on this. We are really running out of ideas. Kind regards JU ___ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=00 ___ 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] RT not connecting to database?
On Tue, Jul 24, 2007 at 10:20:27AM -0700, John Oliver wrote:
On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote:
Is the server at the same box or on a separated box? How does your setup
looks like?
The database is on a separate host. It can be accessed with mysqladmin
from the host running RT, so there isn't a firewall or anything.
-Original Message-
On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote:
Does this error happen all the time or after a longer time without any
usage?
All the time.
-Original Message-
From: [EMAIL PROTECTED] [EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Mon Jul 23 22:25:23 2007
Subject: [rt-users] RT not connecting to database?
When I hit my RT install in a browser, I get an Internet Server Error.
The error_log says:
DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't
connect to MySQL server on '10.12.14.149' (13) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106
Connect Failed Can't connect to MySQL server on '10.12.14.149' (13)
at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205
[Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer:
mod_fcgid: read data from fastcgi server error.
[Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end
of script headers: mason_handler.fcgi
I can run mason_handler.fcgi from the command line and get results,
so... some issue with the Apache configuration?
I'm still having this problem.
I configured Apache to use mod_perl instead of fcgid and I get the same
results.
The databaase is accessible, but RT won't access it. I'm stumped.
Could this be an issue with perl-DBI? Or something else?
How can I troubleshoot further? I'm stuck.
--
***
* John Oliver http://www.john-oliver.net/ *
* *
***
___
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] RT not connecting to database?
Please list the Set($Database* entries you have in RT_SiteConfig.pm
Also, have you run 'make testdeps' to see if you are missing any perl
modules?
James Moseley
John Oliver
[EMAIL PROTECTED]
ver.net To
Sent by: rt-users@lists.bestpractical.com
rt-users-bounces@ cc
lists.bestpractic
al.comSubject
Re: Re: [rt-users] RT not
connecting to database?
07/25/2007 04:10
PM
On Tue, Jul 24, 2007 at 10:20:27AM -0700, John Oliver wrote:
On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote:
Is the server at the same box or on a separated box? How does your
setup looks like?
The database is on a separate host. It can be accessed with mysqladmin
from the host running RT, so there isn't a firewall or anything.
-Original Message-
On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm
wrote:
Does this error happen all the time or after a longer time without
any usage?
All the time.
-Original Message-
From: [EMAIL PROTECTED]
[EMAIL PROTECTED]
To: rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Sent: Mon Jul 23 22:25:23 2007
Subject: [rt-users] RT not connecting to database?
When I hit my RT install in a browser, I get an Internet Server
Error.
The error_log says:
DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed:
Can't
connect to MySQL server on '10.12.14.149' (13) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
106
Connect Failed Can't connect to MySQL server on '10.12.14.149' (13)
at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205
[Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer:
mod_fcgid: read data from fastcgi server error.
[Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature
end
of script headers: mason_handler.fcgi
I can run mason_handler.fcgi from the command line and get results,
so... some issue with the Apache configuration?
I'm still having this problem.
I configured Apache to use mod_perl instead of fcgid and I get the same
results.
The databaase is accessible, but RT won't access it. I'm stumped.
Could this be an issue with perl-DBI? Or something else?
How can I troubleshoot further? I'm stuck.
--
***
* John Oliver http://www.john-oliver.net/ *
* *
***
___
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] RT Privileges question
Kenneth Crocker wrote: To all, We are currently testing 3.6.4 and I was playing with privileges and took away the watch right from requestors. I created a test ticket with a requestor who is in 1 group and that group could not do anything except TakeTicket and SeeQueue. No other rights at all for any group, role or system. When I change the status on the ticket, the scrip for that change initiated and the requestor still got an E_mail. I thought that if you did not have the WATCH right, you would not receive E_mails. This person also is NOT a watcher on the Queue either. Anyone have experience with this right? Kenn LBNL Hey Kenn, You'll need to change the 'scrip' that causes this to happen. It's located in configuration-global-scrips, depending on your setup there should be something that updates the requestor on correspondence. ( others correct me if I'm wrong ) I think of the privileges like this; they tell what a user can do, not what RT does. The scrips tell RT what to do, you could easily set them up to send an email to someone who has no privileges or is not even in RT's configuration. If you have a situation where you don't want particular users to receive updates, you could do a few things. Use their email address as their username and leave the email blank or fill it in with some other value. Or you could modify the scrip condition to check to see if the user is a watcher. There is probably another way of doing that as well... .r' ___ 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] RT not connecting to database?
On Wed, Jul 25, 2007 at 04:10:08PM -0500, James Moseley wrote: Please list the Set($Database* entries you have in RT_SiteConfig.pm Set($DatabaseHost , '10.12.14.149'); Set($DatabaseRTHost , '10.12.14.149'); #The name of the database user (inside the database) Set($DatabaseUser , 'rt_user'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , '***'); # The name of the RT's database on your database server Set($DatabaseName , 'rt3'); Also, have you run 'make testdeps' to see if you are missing any perl modules? No. RT was installed as an RPM via yum from the FC7 extras repository. FWIW, I installed a CentOS 5 host to try to install from source again... and am once again trapped in a hopeless maze of unresolvable dependencies. Tons of the items that make fixdeps wants to install fail, but there are so many of them rushing by, I couldn't begin to guess what's failing or why. This is why I wanted to get the RPM install working. -- *** * John Oliver http://www.john-oliver.net/ * * * *** ___ 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] Re: [PERFORMANCE][PATCH] Searches by watchers with OR aggregator
On 7/25/07, Ruslan Zakirov [EMAIL PROTECTED] wrote: Hi, guys. Thank you for the feedback. Here is patch that should address performance problems with queries like: Owner = X OR Requestor = Y Requestor = Y OR Status = X and other queries where positive search conditions (=, like ...) on Requestor, Cc, AdminCc or Watchers are joined with other conditions using OR. It doesn't apply to queries with all ANDs, as well it's not about searches by links, dates or something else. It's about watchers and ORs. Hi Ruslan, Thanks for your help. The patch fixed the query in question. There is another query behind it that is extremely slow under MySQL 4.1.22, apparently. Under MySQL 4.1.18 it takes 3 seconds - on MySQL 4.1.22 it takes 3minutes. Yikes. Seems like a pretty huge difference for any possible query optimizer changes from 4.1.18 - 4.1.21. Looks like I might need to downgrade mysql. SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.EmailAddress LIKE '%tom%') AND (main.Status != 'deleted') AND (main.Owner = '58936' OR ( CachedGroupMembers_2.id IS NOT NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC LIMIT 50 50 rows in set (3 min 2.12 sec) ___ 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] Forcing Status Changes
Hi Kenn, hi Gene! I had some trouble with the logging part, but I fixed it. Then I had this problem: [error]: Scrip Prepare XX died. - Undefined subroutine Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 107. This was also fixed after updating Scalar::Util via CPAN with the command: #cpan -fi Scalar::Util but still got nothing... so I rebooted and it began to work, and now my scrip is running and logging. Apparently, the scrip is working fine, and now back to my original problem: When a ticket with status A cannot change to status B, the result text shows that this status change occurred (Status changed from A to B), even though it in fact didn't ocurr (the status is unchanged). How can I, in this case, show an error message like ERROR: Status cannot be changed from A to B! Status remains A. on the results part after modifying a ticket? I've tried to set in the scrip, inside the if statement: return $self-loc(TEXT TELLING THE USER HE CANT CHANGE FROM STATUS A TO B); but my text doesn't appear... since I'm sort of new to perl and customizing RT, this was like a blind guess... Any ideas? Anyway, thanks so much for your help so far! Mario Kenneth Crocker escreveu: Mario, Gene is right (he helped me a bunch when I created several scrips that change ticket status for a workflow design)). The entries to your log will help a great deal. I had several scrips that made several changes (one at a time) and when it ran into an error, the status did not get changed. I'd take a look at your log and see what is happening. That will help in debugging your code. Kenn LBNL ___ 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
