Re: [rt-users] RT 3.6.4 poor query performance
Hi Everybody, well fist of all - thanks for this topic. You all made my day, because for the moment my performance problem seems to be fixed. I had the same problem with the owner-dropdown getting bigger and bogger ower time. In my case the problem was the inside the main queue we use for first level support the unprivileged user group had the own ticket permisson right (don't ask me why). So my mistake was, that when i was looking for wrong userpermissions i only looked at the users and the groups, not the queues. So mayby some of you won't need to do some quick hackings, simply check the permission of your queues. Greetings Thomas Am 17.03.2008 12:19 Uhr schrieb Mathew unter [EMAIL PROTECTED]: You shouldn't have had to write a patch to fix the immense user drop down. I've created queues with matching groups and assigned the own ticket right to only the groups that correspond to each queue. The Everyone group only has CreateTicket on two public facing queues (all others are available for correspondence but not ticket creation), Priveleged Users has all the major rights which all users require across all queues and Unprivileged Users has only rights which customers would need to interact with a ticket. This has provide more than enough lock down to keep users created by spam out of our drop down. Mathew Ham MI-ID, Torsten Brumm wrote: Hi Mathew, Richard, I tried also this weekend to upgrade to 3.6.6 and gave it up yesterday evening (rolled back to 3.6.5). To your Problem: If you open the Search Builder menu, it takes a long time to build the page.?!? Have a loko into the owner dropdown menu. Did you find there more people as expacted? In my case i find a lot of people there, more than have the rights to own tickets in the queues. I have NOT SET the OwnTickets right globally And now it will be very strange at my Live systems (and test box too). Inside the owner dropdown, i find also NOT PRIVILEGDED USERS!!! OK, what i have tested: Logged in as normal user with rights to 3 Queues. This queues have per queue 5 people with the right to own a ticket here. (so i looked for 15 people inside the owner dropdown) but i got a list of round about several thousands!!! OK to fix it fast: Here is my diff to the /share/html/Search/Elements/PickBasics [EMAIL PROTECTED]:/opt/rt3/local/html/Search/Elements# diff /opt/rt3/local/html/Search/Elements/PickBasics /opt/rt3/share/html/Search/Elements/PickBasics 111,112c113 input name=ValueOfActor %# /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' --- /Elements/SelectOwner, Name = ValueOfActor, ValueAttribute = 'Name' OK, it's replacing the SelectOwner Dropdown, which is not working well here with a noremal input box. This speeds up the Searchbuilder a lot! Btw. This Problem with the Owner Dropdown inside the searchbuilder we have since RT 3.4.x and it is not working well since this time. Hope this helps. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Mathew Gesendet: Montag, 17. März 2008 11:06 An: Richard Ellis Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] RT 3.6.4 poor query performance Well, in that case, I recommend witchcraft. ;) Mathew Richard Ellis wrote: Hi All, We have upgraded to 3.6.6 over the weekend and also run some optimisation against the database but performance is still very poor. I have looked at RTx::RightMatrix and Everyone definately does not have OwnTickets rights unless that is lying to me, which I doubt. I've used the tuning-primer.sh script to do some tuning and performance has improved somewhat, as query builder now only take 300 seconds average to load instead of 400, but it is still unusable which is frustrating the users. It's going to take another 36 hours before I can check how the optimisation is going. I couldn't get the MySQLTuner to run, but I'll take a look at the perl this week if I get a chance. If anyone else has any ideas at all, I'm open to suggestions, including witchcraft :) Richard -- 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] RT 3.6.4 poor query performance
Hi Ruslan, I have changed those indexes this morning and will monitor the results today. I created the second new index as CGM2 to prevent the system complaining about duplicate keys. Thanks Richard Ruslan Zakirov wrote: 4 seconds is still slow, but better than 100-400. About your indexes. You can and I really suggest to delete the following indexes on CGM table: * DROP INDEX GrouMem ON CachedGroupMembers; * DROP INDEX group1 ON CachedGroupMembers; * DROP INDEX member1 ON CachedGroupMembers; And instead create indexes: CREATE INDEX CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled); CREATE INDEX CGM1 ON CachedGroupMembers(MemberId, ImmediateParentId); Both will be part of 3.8's schema update. On Wed, Mar 19, 2008 at 8:35 PM, Richard Ellis [EMAIL PROTECTED] wrote: Hi Ruslan, You are a genius. Response time for the Query Builder is now back to 4 seconds which is good enough for me :0. Thanks to all your team for all the efforts to work out what was wrong. Thanks Richard Ruslan Zakirov wrote: Hey, Rechard, the latest results suggest me that we've saddled this beast :) at least that what explain says and I hope it's correct. You can check that query again and it should be fast. Wanna try? You can use SELECT SQL_NO_CACHE ... to make sure it's reproducible and is not cache hit. On Wed, Mar 19, 2008 at 7:22 PM, Richard Ellis [EMAIL PROTECTED] wrote: Hi Ruslan, here's the two sets of results. Thanks Richard -- Sun.com http://www.sun.com * Richard Ellis * Technical Developer, .Sun eBusiness *Sun Microsystems, Inc.* Phone x(70) 24727/+44-1252-424 727 Fax +44 1252 420410 Email [EMAIL PROTECTED] sun.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] Not sending Email and Tools menu failure
Force install Scalar::Util from CPAN. RedHat compiles it with the wrong
options.
Robert Canary wrote:
I am get this error when I click on Tools.
Also, RT has stopped sending out emails. I am 99% sure these are
related. It was working fine, however, I don't know if RedHat updates
broke RT or what broke it. This is all I can find.
error:Undefined subroutine Scalar::Util::weaken called at
/opt/rt3/lib/RT/Action/Generic.pm line 108.
context:
...
104: $self-{'TicketObj'} = $args{'TicketObj'};
105: $self-{'TransactionObj'} = $args{'TransactionObj'};
106: $self-{'Type'} = $args{'Type'};
107:
108: Scalar::Util::weaken($self-{'ScripActionObj'});
109: Scalar::Util::weaken($self-{'ScripObj'});
110: Scalar::Util::weaken($self-{'TemplateObj'});
111: Scalar::Util::weaken($self-{'TicketObj'});
112: Scalar::Util::weaken($self-{'TransactionObj'});
...
code stack: /opt/rt3/lib/RT/Action/Generic.pm:108
/opt/rt3/lib/RT/Action/Generic.pm:80
/opt/rt3/share/html/Tools/Offline.html:107
/opt/rt3/share/html/autohandler:215
The System Configuration:
Perl v5.8.5 under linux
Apache::Session v1.83;
Apache::Session::Generate::MD5 v2.1;
Apache::Session::Lock::MySQL v1.00;
Apache::Session::MySQL v1.01;
Apache::Session::Serialize::Storable v1.00;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::MySQL v1.04;
AutoLoader v5.60;
base v2.06;
Benchmark v1.06;
bytes v1.01;
Cache::Simple::TimedExpiry v0.27;
Carp v1.03;
CGI v3.05;
CGI::Cookie v1.24;
CGI::Util v1.5;
Class::Container v0.12;
Class::Data::Inheritable v0.06;
Class::ReturnValue v0.53;
Clone v0.23;
constant v1.04;
Cwd v2.19;
Data::Dumper v2.121;
DBD::mysql v2.9004;
DBI v1.57;
DBIx::SearchBuilder v1.48;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
Devel::StackTrace v1.15;
Devel::StackTraceFrame v0.6;
Digest::base v1.00;
Digest::MD5 v2.33;
DynaLoader v1.05;
Encode v2.01;
Encode::Alias v2.00;
Encode::Config v2.00;
Encode::Encoding v2.00;
Errno v1.09;
Exception::Class v1.23;
Exception::Class::Base v1.2;
Exporter v5.58;
Exporter::Heavy v5.58;
Fcntl v1.05;
File::Basename v2.73;
File::Glob v1.03;
File::Path v1.06;
File::Spec v3.25;
File::Spec::Unix v1.5;
File::Temp v0.14;
FileHandle v2.01;
Hook::LexWrap v0.20;
HTML::Entities v1.35;
HTML::Mason v1.36;
HTML::Mason::CGIHandler v1.00;
HTML::Mason::Exception v1.1;
HTML::Mason::Exception::Abort v1.1;
HTML::Mason::Exception::Compilation v1.1;
HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
HTML::Mason::Exception::Compiler v1.1;
HTML::Mason::Exception::Decline v1.1;
HTML::Mason::Exception::Params v1.1;
HTML::Mason::Exception::Syntax v1.1;
HTML::Mason::Exception::System v1.1;
HTML::Mason::Exception::TopLevelNotFound v1.1;
HTML::Mason::Exception::VirtualMethod v1.1;
HTML::Mason::Exceptions v1.43;
HTML::Parser v3.56;
HTML::Scrubber v0.08;
HTTP::Server::Simple v0.27;
HTTP::Server::Simple::CGI v0.27;
HTTP::Server::Simple::CGI::Environment v0.27;
HTTP::Server::Simple::Mason v0.09;
I18N::LangTags v0.33;
I18N::LangTags::Detect v1.03;
I18N::LangTags::List v0.29;
integer v1.00;
IO v1.21;
IO::File v1.10;
IO::Handle v1.24;
IO::InnerFile v2.110;
IO::Lines v2.110;
IO::Scalar v2.110;
IO::ScalarArray v2.110;
IO::Seekable v1.09;
IO::Wrap v2.110;
IO::WrapTie v2.110;
IPC::Open2 v1.01;
IPC::Open3 v1.0106;
lib v0.5565;
List::Util v1.19;
Locale::Maketext v1.09;
Locale::Maketext::Fuzzy v0.02;
Locale::Maketext::Lexicon v0.64;
Locale::Maketext::Lexicon::Gettext v0.15;
Log::Dispatch v2.18;
Log::Dispatch::Base v1.09;
Log::Dispatch::File v1.22;
Log::Dispatch::Output v1.26;
Log::Dispatch::Screen v1.17;
Log::Dispatch::Syslog v1.18;
Mail::Address v1.77;
Mail::Field v1.77;
Mail::Field::AddrList v1.77;
Mail::Header v1.77;
Mail::Internet v1.77;
MIME::Base64 v3.01;
MIME::Body v5.420;
MIME::Decoder v5.420;
MIME::Entity v5.420;
MIME::Field::ContDisp v5.420;
MIME::Field::ConTraEnc v5.420;
MIME::Field::ContType v5.420;
MIME::Field::ParamVal v5.420;
MIME::Head v5.420;
MIME::Parser v5.420;
MIME::QuotedPrint v3.01;
MIME::Tools v5.420;
MIME::Words v5.420;
Module::Versions::Report v1.03;
overload v1.01;
Params::Validate v0.88;
PerlIO v1.03;
PerlIO::encoding v0.07;
POSIX v1.08;
re v0.04;
Regexp::Common v2.120;
Regexp::Common::_support v2.101;
Regexp::Common::balanced v2.101;
[rt-users] Re solved scrip problem
Greetings, I set up a group called All queues with some members inside. These members are supposed to have read and write rights globally on all the queues just like the members of each queue. The problem is that when a member of the All queues group resolves a ticket, the scrip Resolved is not excecuted therefore the resolved template email is not sent. However, the scrip is excuted when a member of a queue resolves a ticket. Am i missing something ? even if i give superUser rights globally for the All queues group, the scrip is still not excuted. Thx for your help -- View this message in context: http://www.nabble.com/Resolved-scrip-problem-tp16174370p16174370.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Refresh rate on RT at a glance page
On 3/24/08 5:58 PM, Gene LeDuc wrote: Hi All, Is there an easy (or not so easy) way to set the default refresh on the RT at a glance page from Don't refresh this page to some value like every 20 minutes? Can it be added to the personal preferences configuration so that it's an individual choice? This is v3.6.3. Thanks, Gene I've tried several different solutions mentioned in the email archives, only one of which worked on 3.6.3. The working solution was to modify the first line of /RT_home/share/html/index.html (or in a copy of index.html in the local RT tree, which is what I did) and change the last portion to just be a value in seconds: /Elements/Header, Title=loc(RT at a glance), Refresh = '300' The disadvantage with this solution is that it forces everybody to use the same refresh, and it can't be turned off by an individual - it overrides the choose-able refresh interval on a users page. This wasn't an issue for my group.chris ___ 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 3.6.4 - Threading of comments in a ticket's history?
Thanks for the reply Drew, I have read up the thread I think you are refering to (http://www.gossamer-threads.com/lists/rt/users/16448?search_string=Dirk %20Pape%20fork;#16448), however this is not the issue. My request for a threaded History view is just a visual display of information - the ticket itself is still valid, it does not need forking at all, there are no separate issues to deal with. This is just an issue of visually associating a child comment in a ticket (that has been created by clicking the 'comment' link of a parent comment) with the parent comment. Philip Haworth Support Developer Scout Solutions Software Ltd 01905 361 500 [EMAIL PROTECTED] [EMAIL PROTECTED] This E-mail and any attachments to it are strictly confidential and intended solely for the addressee. It and they may contain information which is covered by legal, professional, or other privilege. If you are not the intended addressee, you must not disclose, forward, copy or take any action in reliance on this E-mail or its attachments. If you have received this E-mail in error, please notify the sender at Scout Solutions on 01905 361 500 as soon as possible and delete this e-mail immediately and destroy any hard copies of it. Neither Scout Solutions nor the sender accepts any responsibility for any virus that may be carried by this e-mail and it is the recipient's responsibility to scan the e-mail and any attachments before opening them. If this e-mail is a personal communication, the views expressed in it and in any attachments are personal, and unless otherwise explicitly stated do not represent the views of Scout Solutions. Scout Solutions Software Limited is registered in England and Wales number 4667857 and its registered office is Whittington Hall, Whittington Road, Worcester WR5 2ZX -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: 20 March 2008 17:21 To: Philip Haworth Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history? I have installed Dirk Pape's fork patch and just fork a new ticket in this instance. I then resolve the original and everything is still preserved. Philip Haworth wrote: Note: This is a second attempt to send this email after delivery failure without a reason given for the first attempt. Hello, I am currently testing Request Tracker in the hopes that it will be the Issue Tracker system that the small company I work for will settle with, to deal with support requests and then other uses as they would arise. During working on one support ticket, I came across a minor issue: At the moment I am storing emails from the client as Comments in the ticket, and I had generated a fair number of History items for the ticket I was working on. I found that the client had send a second email clarifying her original support request, straight after the original email had been sent - however as I wasn't aware of this email at the time, it hadn't been added to the ticket straight after the opening comment of her original email. I then used the Comment link of the opening comment in order to indicate that the original email has been superseded with this new email; entered the email in then submitted the Comment. Unfortunately this comment was the appended to the end of the History list for the current ticket - this wasn't what I was after. I wanted the comment I added to be displayed under the original comment to indicate that it was a 'reply' to the original comment - otherwise someone having a quick overview of the ticket might not realise that the client had sent a second email clarifying her first. Basically I'm after a threaded view of the relationship between the ticket comments (as used in Newsgroups), when I use the specialised Comment links rather than the overall ticket Comment link. Is this something that's in RT's settings, or is it outside the current spec of RT? Unfortunately I'm just a user of the system and don't have the knowledge to program RT itself, but I can talk to the RT administrator if any required code changes are easy enough. Thanks for any help. __ This email has been scanned by the MessageLabs Email Security System. -- -- ___ 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 the MessageLabs Email Security System. __ This email has been scanned by the MessageLabs Email Security System.
Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history?
I originally sent this email to Kenneth without realising he CC'd his email to this mailing list, so I am sending this email to the list now: Firstly, sorry for the delay in replying - last Friday was good Friday, then the weekend, and this Monday being another bank holiday has lead to a long delay in getting back to work. FYI the failure email I got contained: 'This is the mail system at host diesel.bestpractical.com. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to postmaster. If you do so, please include this problem report. You can delete your own text from the attached returned message. The mail system [EMAIL PROTECTED] (expanded from rt-users@lists.bestpractical.com): mail forwarding loop for [EMAIL PROTECTED]' I remember getting an email saying my email had been successfully received by the list; but then this one came later so I got a bit confused. The issue here isn't how I store the email content - as this is a test installation of RT, I am currently dealing with emails through the traditional support inbox, and then copying their contents over to comments in tickets that I create in RT as part of this test. Autocreation of tickets via emailing RT has already been successfully tested, but this will only be brought into action fully when the decision is made to move support email address to RT, so for now I'll still be using comments. The issue is merely how comments (and presumably replies) are displayed to the user in the ticket's history. If I create a 'reply' to a comment (note: this is not a reply in RT parlance, i.e. a reply email to the ticket; but creation of a comment by clicking a particular comment's 'comment' link), I expect History to have a view that visually associates this comment 'reply' with the original comment. I have attached a gif illustration of what I mean . Philip Haworth Support Developer Scout Solutions Software Ltd 01905 361 500 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] This E-mail and any attachments to it are strictly confidential and intended solely for the addressee. It and they may contain information which is covered by legal, professional, or other privilege. If you are not the intended addressee, you must not disclose, forward, copy or take any action in reliance on this E-mail or its attachments. If you have received this E-mail in error, please notify the sender at Scout Solutions on 01905 361 500 as soon as possible and delete this e-mail immediately and destroy any hard copies of it. Neither Scout Solutions nor the sender accepts any responsibility for any virus that may be carried by this e-mail and it is the recipient's responsibility to scan the e-mail and any attachments before opening them. If this e-mail is a personal communication, the views expressed in it and in any attachments are personal, and unless otherwise explicitly stated do not represent the views of Scout Solutions. Scout Solutions Software Limited is registered in England and Wales number 4667857 and its registered office is Whittington Hall, Whittington Road, Worcester WR5 2ZX -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ] Sent: 20 March 2008 17:01 To: Philip Haworth Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history? Philip, I received your email yesterday, so the failure notice you got didn't stop your email from getting to the user's group. I'm not sure what advantage you get from altering the way RT stores it's replies. Both are part of ticket history and both have separate rights control of what a user can see in that history (you can set it so a user can see neither, either, or both). You can also alter the chronology from ascending to descending. I suppose it's my lack of understanding of how your method is supposed to be better than the built-in abilities that RT has that keeps me from being able to help you accurately. So, let me ask; what is the supposed advantage of storing an email as a comment as opposed to leaving it be? Why does the requestor sending a second, clarifying email upset the apple cart? With those answers, I might be able to steer you in an acceptable direction. Kenn LBNL __ This email has been scanned by the MessageLabs Email Security System.attachment: RT-Users Email Kenneth Illustration.gif___ 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 3.6.4 - Threading of comments in a ticket's history?
Re-reading your original, I think I see where our minds got crossed. I originally read it as a client clarifying her original request in an email into your RT box, after you had already commented. Upon re-reading, it now seems that she is emailing you and you are copy/pasting her emails into the ticket history. As a result, my fork solution will not work since you are putting her comments into the history. Is there a reason you are not corresponding directly through RT? This is where, if a clarification comes in and it changes the ticket in such a way that your previous comments no longer make sense, you could fork it to a new one and disregard the older comments that no longer apply. Philip Haworth wrote: Thanks for the reply Drew, I have read up the thread I think you are refering to (http://www.gossamer-threads.com/lists/rt/users/16448?search_string=Dirk %20Pape%20fork;#16448), however this is not the issue. My request for a threaded History view is just a visual display of information - the ticket itself is still valid, it does not need forking at all, there are no separate issues to deal with. This is just an issue of visually associating a child comment in a ticket (that has been created by clicking the 'comment' link of a parent comment) with the parent comment. Philip Haworth Support Developer Scout Solutions Software Ltd 01905 361 500 [EMAIL PROTECTED] [EMAIL PROTECTED] This E-mail and any attachments to it are strictly confidential and intended solely for the addressee. It and they may contain information which is covered by legal, professional, or other privilege. If you are not the intended addressee, you must not disclose, forward, copy or take any action in reliance on this E-mail or its attachments. If you have received this E-mail in error, please notify the sender at Scout Solutions on 01905 361 500 as soon as possible and delete this e-mail immediately and destroy any hard copies of it. Neither Scout Solutions nor the sender accepts any responsibility for any virus that may be carried by this e-mail and it is the recipient's responsibility to scan the e-mail and any attachments before opening them. If this e-mail is a personal communication, the views expressed in it and in any attachments are personal, and unless otherwise explicitly stated do not represent the views of Scout Solutions. Scout Solutions Software Limited is registered in England and Wales number 4667857 and its registered office is Whittington Hall, Whittington Road, Worcester WR5 2ZX -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: 20 March 2008 17:21 To: Philip Haworth Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.4 - Threading of comments in a ticket's history? I have installed Dirk Pape's fork patch and just fork a new ticket in this instance. I then resolve the original and everything is still preserved. Philip Haworth wrote: Note: This is a second attempt to send this email after delivery failure without a reason given for the first attempt. Hello, I am currently testing Request Tracker in the hopes that it will be the Issue Tracker system that the small company I work for will settle with, to deal with support requests and then other uses as they would arise. During working on one support ticket, I came across a minor issue: At the moment I am storing emails from the client as Comments in the ticket, and I had generated a fair number of History items for the ticket I was working on. I found that the client had send a second email clarifying her original support request, straight after the original email had been sent - however as I wasn't aware of this email at the time, it hadn't been added to the ticket straight after the opening comment of her original email. I then used the Comment link of the opening comment in order to indicate that the original email has been superseded with this new email; entered the email in then submitted the Comment. Unfortunately this comment was the appended to the end of the History list for the current ticket - this wasn't what I was after. I wanted the comment I added to be displayed under the original comment to indicate that it was a 'reply' to the original comment - otherwise someone having a quick overview of the ticket might not realise that the client had sent a second email clarifying her first. Basically I'm after a threaded view of the relationship between the ticket comments (as used in Newsgroups), when I use the specialised Comment links rather than the overall ticket Comment link. Is this something that's in RT's settings, or is it outside the current spec of RT? Unfortunately I'm just a user of the system and don't have the knowledge to program RT itself, but I can talk to the RT administrator if any required code changes are easy enough.
Re: [rt-users] Re solved scrip problem
F350, Would you mind providing some info? What is the Condition and Action on the scrip in question. Do you use a special Template? Can you list the rights you gave the Global group as opposed to the Group of primary users of the queue? thanks. Kenn LBNL On 3/25/2008 6:06 AM, F350 wrote: Greetings, I set up a group called All queues with some members inside. These members are supposed to have read and write rights globally on all the queues just like the members of each queue. The problem is that when a member of the All queues group resolves a ticket, the scrip Resolved is not excecuted therefore the resolved template email is not sent. However, the scrip is excuted when a member of a queue resolves a ticket. Am i missing something ? even if i give superUser rights globally for the All queues group, the scrip is still not excuted. Thx for your help ___ 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 and mysql 5.0 segfault
A bit of info about the env:
RHEL4.6_i386
RT version 3.6.6
Apache 2.0.52-38
MySQL-standard 5.0.24a-0
After a bit of stracing the running httpd processes, I found some
information leading up to the segfault.
munmap(0xb7f6d000, 4096)= 0
rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
socket(PF_FILE, SOCK_STREAM, 0) = 1
fcntl64(1, F_GETFL) = 0x2 (flags O_RDWR)
connect(1, {sa_family=AF_FILE, path=/var/lib/mysql/mysql.sock}, 110) =
0
setsockopt(1, SOL_IP, IP_TOS, [8], 4) = -1 EOPNOTSUPP (Operation not
supported)
setsockopt(1, SOL_SOCKET, SO_KEEPALIVE, [1], 4) = 0
read(1, \0\0\0, 4) = 4
read(1, \n5.0.24a-standard\0\304\224\0\0-gCVdwJK\0,..., 62) = 62
open(/usr/share/mysql/charsets/Index, O_RDONLY|O_LARGEFILE) = -1
ENOENT (No such file or directory)
write(1, \24\0\0\1\217 \0\0\0rt\XXX\0rt3, 24) = 24
read(1, \5\0\0\2, 4) = 4
read(1, \0\0\0\2\0, 5)= 5
fcntl64(1, F_SETFL, O_RDWR|O_NONBLOCK) = 0
read(1, 0xc0977b8, 8192)= -1 EAGAIN (Resource
temporarily unavailable)
fcntl64(1, F_SETFL, O_RDWR) = 0
write(1, \21\0\0\0\3set autocommit=1, 21) = 21
read(1, \5\0\0\1, 4) = 4
read(1, \0\0\0\2\0, 5)= 5
time(NULL) = 1206447319
time(NULL) = 1206447319
--- SIGSEGV (Segmentation fault) @ 0 (0) ---
chdir(/etc/httpd) = 0
rt_sigaction(SIGSEGV, {SIG_DFL}, {SIG_DFL}, 8) = 0
kill(5043, SIGSEGV) = 0
sigreturn() = ? (mask now [])
--- SIGSEGV (Segmentation fault) @ 0 (0) ---
Process 5043 detached
There is no /usr/share/mysql/charsets/Index file, but copying an old
version from a 3.0 mysql server gives
open(/usr/share/mysql/charsets/Index, O_RDONLY|O_LARGEFILE) = 36
fstat64(36, {st_mode=S_IFREG|0755, st_size=549, ...}) = 0
mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1,
0) = 0xb7e63000
read(36, # sql/share/charsets/Index\n#\n# T..., 4096) = 549
read(36, , 4096) = 0
close(36) = 0
munmap(0xb7e63000, 4096)= 0
The data and segfault there after are pretty much the same
I have tried installing shared-compat libs for mysql as we were using
shared-standard, but this did not change anything either.
Anyone able to make more sense out of this than I or perhaps point me in
the right direction. It would be much appreciated.
Cheers,
---
Did anyone ever figure this out? I am having the same problem. At
first I had the regular password style:
DBI connect('dbname=rt3;host=localhost','rt',...) failed: Client does
not support authentication protocol requested by server; consider
upgrading MySQL client at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 106
[Wed Mar 19 14:06:33 2008] [error] [client 10.20.1.102] Connect Failed
Client does not support authentication protocol requested by server;
consider upgrading MySQL client\n at /opt/rt3/lib/RT.pm line 220\n
Changing the password to use the old_password function gave me:
[Wed Mar 19 14:07:37 2008] [notice] child pid 6190 exit signal
Segmentation fault (11)
Thanks in advance,
Peter Musolino
D.B. Zwirn (UK) Ltd.
peter.musolino at dbzco dot com
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[rt-users] default screen configuration on 3.6.6
When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil ___ 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] A second quick question or 2 about upgrading....
I am preparing to upgrade my rt from 3.65. to 3.6.6. I have now successfully fixed my newbie errors of not using the local directories for changes that I have made or that people from the list have helped me make :-), but I have a couple other concerns that I want to ask about. 1) Extensions: What happens to all of the extensions/add-ons that I have installed? Do I have to re-install them? Any configuration for them that might or might not exist, does it remain or get deleted? 2) Themes: I have been working on a new theme for RT (closer to organizational colors of the Company, blah blah blah) it is of course located in /opt/rt3/share/html/NoAuth/css/ThemeName. Will it remain or will it get deleted? Thanks, Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ 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] Custom Field in ticket display - can a drop down box be added?
We have a Queue that has custom fields and when a ticket is created we can see the custom fields in the ticket display. There is a need to have one of the fields be a drop down box in the ticket display. This would allow the status to be changed, much like the Reminders section of the display. Is this possible in the custom fields section of the display or do we need to create section like the Reminders? Thanks, STH ___ 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] default screen configuration on 3.6.6
Phil, If you have not used your home page before, you have to set it up. Click edit on the right. Select what youwant to display on your home page and then click home. Kenn LBNL On 3/25/2008 11:37 AM, Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil ___ 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] default screen configuration on 3.6.6
Phil, Actually, the 3.6.1 DB upgrade only inserts a couple queries as options; the Unowned query and the My own tickets query. There are no DB Schema changes, per se. Hope this helps. Kenn LBNL On 3/25/2008 11:55 AM, Jeff Voskamp wrote: Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil Did you remember to do all the database updates as well for 3.6.6? The updates for 3.5.1 adds default Homepage settings for everyone. Jeff Voskamp ___ 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] default screen configuration on 3.6.6
I tried to run the scripts and I get th following error: Creating database schema. Couldn't find schema file for mysql This is what I ran: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1/content install-sh Where can I find the schema file? On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp [EMAIL PROTECTED] wrote: Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil Did you remember to do all the database updates as well for 3.6.6? The updates for 3.5.1 adds default Homepage settings for everyone. Jeff Voskamp ___ 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] default screen configuration on 3.6.6
Phil, If you are going to run the DB updates, you will most likely have to get the Admin password to do it. DataBases tend to be strctly protected from jobs that change the database without the correct password. The latest received tickets is one of the queries that comes with the 3.5.1 updates. Kenn LBNL On 3/25/2008 11:58 AM, Phil wrote: I tried to run them but they did not work... there was no script in the location it specified I ran make update at the bottom it said to run 3 scripts... there were directories as listed. I will try again... On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil Did you remember to do all the database updates as well for 3.6.6? The updates for 3.5.1 adds default Homepage settings for everyone. Jeff Voskamp ___ 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] default screen configuration on 3.6.6
/opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1/content install-sh You have an extra install-sh on that line. Also the --action should be insert. Phil wrote: I tried to run the scripts and I get th following error: Creating database schema. Couldn't find schema file for mysql This is what I ran: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1/content install-sh Where can I find the schema file? On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil Did you remember to do all the database updates as well for 3.6.6? The updates for 3.5.1 adds default Homepage settings for everyone. Jeff Voskamp ___ 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] default screen configuration on 3.6.6
Phil, OPPS! I meant 3.5.1, not 3.6.1. That's a typo. Kenn LBNL On 3/25/2008 12:05 PM, Kenneth Crocker wrote: Phil, Actually, the 3.6.1 DB upgrade only inserts a couple queries as options; the Unowned query and the My own tickets query. There are no DB Schema changes, per se. Hope this helps. Kenn LBNL On 3/25/2008 11:55 AM, Jeff Voskamp wrote: Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil Did you remember to do all the database updates as well for 3.6.6? The updates for 3.5.1 adds default Homepage settings for everyone. Jeff Voskamp ___ 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
Re: [rt-users] default screen configuration on 3.6.6
Well I tried with install instead and it said it was an invalid action command... What should be the entire command I should run? On Tue, Mar 25, 2008 at 3:09 PM, Drew Barnes [EMAIL PROTECTED] wrote: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1/content install-sh You have an extra install-sh on that line. Also the --action should be insert. Phil wrote: I tried to run the scripts and I get th following error: Creating database schema. Couldn't find schema file for mysql This is what I ran: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1/content install-sh Where can I find the schema file? On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil Did you remember to do all the database updates as well for 3.6.6? The updates for 3.5.1 adds default Homepage settings for everyone. Jeff Voskamp ___ 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] default screen configuration on 3.6.6
You don't need the install-sh anywhere. /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.5.1/content Phil wrote: Well I tried with install instead and it said it was an invalid action command... What should be the entire command I should run? On Tue, Mar 25, 2008 at 3:09 PM, Drew Barnes [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1/content install-sh You have an extra install-sh on that line. Also the --action should be insert. Phil wrote: I tried to run the scripts and I get th following error: Creating database schema. Couldn't find schema file for mysql This is what I ran: /opt/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.5.1/content install-sh Where can I find the schema file? On Tue, Mar 25, 2008 at 2:55 PM, Jeff Voskamp [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Phil wrote: When I open up RT 3.6.6 for the first time the initial screen is blank... Is this normal? I mean there are no tickets listed,I have to search for all the tickets first? Can I configure it to show the latest received tickets? Is there a way to configure it so that it lists the latest un assigned tickets...? Similar to the older versions of RT? Phil Did you remember to do all the database updates as well for 3.6.6? The updates for 3.5.1 adds default Homepage settings for everyone. Jeff Voskamp ___ 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 ___ 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] default screen configuration on 3.6.6
Kenneth Crocker wrote:
Phil,
Actually, the 3.6.1 DB upgrade only inserts a couple queries as
options; the Unowned query and the My own tickets query. There are no
DB Schema changes, per se. Hope this helps.
Kenn
LBNL
Installs two Searches and HomepageSettings:
{ Name = 'HomepageSettings',
Description = 'HomepageSettings',
Content =
{ 'body' =
[ { type = 'system', name = 'My Tickets' },
{ type = 'system', name = 'Unowned Tickets' },
{ type = 'component', name = 'QuickCreate'},
],
'summary' =
[
{ type = 'component', name = 'MyReminders' },
{ type = 'component', name = 'Quicksearch' },
{ type = 'component', name = 'RefreshHomepage' },
]
},
Without that you don't have a default screen layout for the main page.
The important command to run is:
rt-setup-database --dba root --dba-password IamRoot --action insert
--datadir etc/upgrade/$VERSION
Jeff
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Re: [rt-users] default screen configuration on 3.6.6
You guys ROCK
That did it... man thank you very much
On Tue, Mar 25, 2008 at 3:22 PM, Jeff Voskamp [EMAIL PROTECTED] wrote:
Kenneth Crocker wrote:
Phil,
Actually, the 3.6.1 DB upgrade only inserts a couple queries as
options; the Unowned query and the My own tickets query. There are no
DB Schema changes, per se. Hope this helps.
Kenn
LBNL
Installs two Searches and HomepageSettings:
{ Name = 'HomepageSettings',
Description = 'HomepageSettings',
Content =
{ 'body' =
[ { type = 'system', name = 'My Tickets' },
{ type = 'system', name = 'Unowned Tickets' },
{ type = 'component', name = 'QuickCreate'},
],
'summary' =
[
{ type = 'component', name = 'MyReminders' },
{ type = 'component', name = 'Quicksearch' },
{ type = 'component', name = 'RefreshHomepage' },
]
},
Without that you don't have a default screen layout for the main page.
The important command to run is:
rt-setup-database --dba root --dba-password IamRoot --action insert
--datadir etc/upgrade/$VERSION
Jeff
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Re: [rt-users] User ID in a script?
On Mar 25, 2008, at 3:16 PM, John Arends wrote:
Gene,
When running your script I get this error:
[Tue Mar 25 19:12:39 2008] [crit]: Can't locate object method
order_by
via package RT::Users at ./rtusers.pl line 14.
(/usr/lib/perl5/vendor_perl/5.8.5/RT.pm:346)
Can't locate object method order_by via package RT::Users at
./rtusers.pl line 14.
You want the OrderBy method, which is documented in
perldoc DBIx::SearchBuilder
There are also a number of example usages if you grep through RT's
perl modules
-kevin
In poking around the perdoc info for RT::Users and RT::Users_Overlay I
didn't see any mention of order_by so I'm not how to proceed from
there.
-John
Gene LeDuc wrote:
Hi John,
You can use this script as a starting point to loop through all
your users:
#!/usr/bin/perl -w
### External libraries ###
use strict;
### Modify the next line to fit your installation
use lib (/opt/local/software/rt-3.6.3/lib);
package RT;
use RT::Interface::CLI qw(CleanEnv loc);
use RT::Users;
CleanEnv();
RT::LoadConfig();
RT::Init();
my $users = new RT::Users($RT::SystemUser);
$users-order_by(VALUE = 'Id');
Loop through users
while ( my $User = $users-Next ) {
print sprintf(UserID: %s, RealName: %s\n,
$User-Id(), $User-RealName());
}
Regards,
Gene
At 01:50 PM 3/17/2008, John Arends wrote:
I wrote a quick perl script that outputs a bunch of information
about
all the users in my RT instance. I noticed that the ID numbers are
all
over the place. One of my early users was created with an ID of
22, and
then the next user has an ID of 29, and then the next one is
somewhere
in the mid 80s.
Does every object RT creates get a unique ID and when a user is
created
it just gets the next one?
In my perl script, I want to loop through all the users so I can
print
the infor for each one. Since this was a quick hack I just went
through
the numbers 1 through 1000. Is there something built in that
allows me
to do this in a more direct way? I don't want to loop until there
is no
data since it seems like the ID numbes are all over the place.
#!/usr/bin/perl
use warnings;
use lib '/usr/lib/perl5/vendor_perl/5.8.5/RT';
use RT::Interface::CLI;
use RT::Ticket;
use RT::User;
RT::LoadConfig();
RT::Init();
for ($count=1; $count1000; $count++)
{
my $user = RT::User-new( $RT::SystemUser );
$user-Load( $count );
if ( $user-Name){
print $user-RealName . . $user-Name . .
$user-EmailAddress
. . $user-id . . $user-Privileged . \n;
}
}
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Re: [rt-users] Avoiding ticketing system loops from email submissions
On 20-Mar-2008, at 18:13 , Jesse Vincent wrote: On Mar 20, 2008, at 4:06 PM, Matthew Pounsett wrote: Has anyone ever addressed the potential for auto-reply loops between instances of RT that get directed at each other? I'm wondering if RT is smart enough to recognize when an incoming message was generated by another instance of RT (or even other ticket systems) and suppress an auto-response. RT is set up to not autoreply to another RT or another ticketing system. The feature isn't perfect, but it does work. And you can always set up individual addresses to not get mail. Ah, okay that's what I was hoping. In the specific case I'm concerned about, the other ticketing system is RT so I'd expect it to work pretty well. If any others come up that don't, exception lists are a possibility. Thanks Jesse, Matt PGP.sig Description: This is a digitally signed message part ___ 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] User Information in RT
We've started to populate the user information for our users in RT (Email, phone, organization, etc) but it seems like this information is not really exposed anywhere except to people who have the rights to administer users. At the top of a ticket, it says something like More about John Doe and if you have the ability to admin users, you can click the link and see the user's info. Is there any other way to make this information available in a read-only fashion? I don't see it showing up anywhere else. This info is useful to people who use the RT system but may not have many access rights. ___ 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] Ack! Broke RT!
Um, just did the upgrade to 3.6.6 and it seems that I have broken the GUI. Any ideas on how to fix it? Probably a permissions issue somewhere? Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ 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 authing off of LDAP
I am currently running RT 3.6.6 on Centos 5.0 and I want RT to authorize users from an LDAP directory (specifically sun one directory). I have tried the different methods listed on the LDAP wiki page with little success. The Overly method seems to give the best response. When using it I get the error: [warning]: Transaction-Create couldn't, as you didn't specify an object type and id (/apps/rt3/lib/RT/Record.pm:1488) when I try to login as a user who does not exist locally in RT. If I create the user in RT (just the user name. No password or anything else.) I can see in the RT logs it contacting my ldap server and pulling down all the user info for that user. I can then login to RT as root and see this info in the users config. But that user still cannot login because of a auth failure. Does anyone have any ideas how I can try to fix this??? Thanks, Louis ~~ ~ Louis Bohm Jackpot Rewards, Inc. 275 Grove Street, Suite 3-120 Newton, MA 02466 617-795-2850, x. 2343 (office) 978.314.3476 (mobile) [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] www.JackpotRewards.com http://www.JackpotRewards.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] Ack! Broke RT!
I bet you didn't run rt-test-dependencies like the README tells you to ;) On Tue, Mar 25, 2008 at 02:39:41PM -0700, Greg Evans wrote: Um, just did the upgrade to 3.6.6 and it seems that I have broken the GUI. Any ideas on how to fix it? Probably a permissions issue somewhere? Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ 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] Ack! Broke RT!
OK apparently I am dumb and missed the rt-test-dependencies step (I must have missed it in either the README or the UPGRADING doc?, but I swear I don't see it when I re-read it) Once I did that and installed CSS:Squish all is well, sorry. Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, March 25, 2008 2:53 PM To: Greg Evans Cc: 'RT Users' Subject: Re: [rt-users] Ack! Broke RT! I bet you didn't run rt-test-dependencies like the README tells you to ;) On Tue, Mar 25, 2008 at 02:39:41PM -0700, Greg Evans wrote: Um, just did the upgrade to 3.6.6 and it seems that I have broken the GUI. Any ideas on how to fix it? Probably a permissions issue somewhere? Greg Evans Hood Canal Communications (360) 898-2481 ext.212 ___ 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] User asked for an unknown update type for customfield Category for RT
This happens when you have a custom field select with categories set in the custom field items. It is supposed to group the items into categories. What happens is that the UI doesn't select the category drop down in the custom field with the selected value from the database, so it throws an error. The only work around I have seen is to manually select the category as well as the line item from the CF each time you do an edit. You could write JavaScript or an overlay that selects it for you based on the content of the CF, but it would be cumbersome to maintain. -Original Message- From: Robert Keidel [mailto:[EMAIL PROTECTED] Sent: Monday, March 24, 2008 10:50 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] User asked for an unknown update type for customfield Category for RT I know it is already a couple of weeks ago since I asked the first time. But I still try to find an answer. I also installed version 3.6.5 on a different test box, and I get the same error. Is there someone who could give me some information about that? Thanks Robert On Fri, Mar 7, 2008 at 11:15 AM, Robert Keidel [EMAIL PROTECTED] wrote: Hello everybody, I already read about that issue. Please correct me if I am wrong. Is this error a bug in the custom fields? If so, is there already a fix for that available and if yes where can I find it. I also wanted to mention that I run version 3.6.4 Thanks Robert Keidel ___ 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] A brief preview of what RT 3.8 is going to look like
http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse PGP.sig Description: This is a digitally signed message part ___ 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] A brief preview of what RT 3.8 is going to look like
Very very nice. I like it Greg Evans Hood Canal Communications (360) 898-2481 ext.212 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jesse Vincent Sent: Tuesday, March 25, 2008 4:32 PM To: RT Users Subject: [rt-users] A brief preview of what RT 3.8 is going to look like http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse ___ 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] A brief preview of what RT 3.8 is going to look like
Jesse, It looks like you are getting away from the 3.6 navigation bars. I kinda liked them. Will there be a way to keep them like you offered for 3.4? Kenn LBNL On 3/25/2008 4:31 PM, Jesse Vincent wrote: http://fsck.com/~jesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse ___ 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] A brief preview of what RT 3.8 is going to look like
On Tue, Mar 25, 2008 at 7:31 PM, Jesse Vincent [EMAIL PROTECTED] wrote: http://fsck.com/~jesse/rt-3.8/ http://fsck.com/%7Ejesse/rt-3.8/ has screenshots of the new RT 3.8 theme I've been working on over the past few days. Also, it's now much easier for you to create your own themes and styles for RT. -jesse Jesse, Not bad looking, but I do prefer the horizontal menus since they make more efficient use of the screen space. -Todd ___ 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] A brief preview of what RT 3.8 is going to look like
On Mar 25, 2008, at 8:55 PM, Shen, Tyler wrote: Looks good. Jesse, you once mentioned in the mailing list that RT 3.8 will come with message forwarding function. Can't see it in the screen dumps though. It's there, but below the bottom of the displayed ticket history page. Tyler PGP.sig Description: This is a digitally signed message part ___ 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] A brief preview of what RT 3.8 is going to look like
On Mar 25, 2008, at 8:26 PM, Kenneth Crocker wrote: Jesse, It looks like you are getting away from the 3.6 navigation bars. I kinda liked them. Will there be a way to keep them like you offered for 3.4? Yep. Themes are now a per-user preference (Though the default is settable site-wide.) PGP.sig Description: This is a digitally signed message part ___ 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] How to include initial ticket content included transaction template when changing owner of a ticket
Hi RT users,
I hope the title says it all :-)
I've tried to add:
{$Ticket-Content}
at the end of the transaction template; but it creates a bug a no
email is sent when changing owner of a ticket.
Thanks a lot for any hint,
Adrien
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Re: [rt-users] A brief preview of what RT 3.8 is going to look like
I really like the look of 3.8. Since I'm a little out of the loop, what is the message forwarding function? How far away is 3.8? A few months? On Mar 25, 2008, at 7:55 PM, Shen, Tyler wrote: Looks good. Jesse, you once mentioned in the mailing list that RT 3.8 will come with message forwarding function. Can't see it in the screen dumps though. Tyler ___ 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
