[rt-users] Mandatory Custom Fields in 3.8
Greetings all, I was wondering if there is a way to oblige users to fill in custom fields before resolving tickets. Can we do that in RT 3.8.0 ? I created a custom field of type Select one value and I would like the support team to select a value before closing each ticket. That would help for the end of the semester statistics. Thanks -- View this message in context: http://www.nabble.com/Mandatory-Custom-Fields-in-3.8-tp18565630p18565630.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] Performance Issues after 3.8.0 upgrade -- PostgreSQL delays
On Jul 18, 2008, at 5:37 AM, Tom Lanyon wrote: For what its worth, I believe this is a big performance hit on RT 3.6.x too, so I'd recommend fixing rather than downgrading. :) I witnessed this query with a high execution rate on RT 3.6.1. Hello, We are running RT 3.6 with a database with over 190 thousand tickets on PgSQL. We added the following indexes to the databse: CREATE INDEX groupstest1 ON Groups (lower(Domain)); CREATE INDEX groupstest2 ON Groups (lower(Type)); CREATE INDEX groupstest3 ON Groups (lower(Domain),Instance,lower(Type),id, Name); CREATE INDEX groumemberstest1 ON groupmembers (groupid); CREATE INDEX groumemberstest2 ON groupmembers (memberid); CREATE INDEX userstest1 ON Users (lower(name)); PS: You should change the INDEX name, I just copied this from the test server. Paulo F. Andrade [EMAIL PROTECTED] ___ 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] Searching based on who created a ticket.
Hi all, I was wondering if it's possible to search for all tickets created by me. The interesting tickets would be the one created via web interface, but the ones created via email can be displayed, as well. Searching by Requestor is not possible as I frequently set others to be the requestor. With 3.8, I can not bookmark the tickets, but that is not an ideal solution. Thanks, Richard ___ 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] Upgrading to 3.8.0: schema.mysql, column_info selection problem
On 21 Jul 2008, at 4:57 pm, Emmanuel Lacour wrote: On Wed, Jul 16, 2008 at 10:09:52PM +0400, Ruslan Zakirov wrote: Let's make it clear: * you still must upgrade DB using files in etc/upgrade/x.x.x/ * however in 3.8.0 you can do it using one command: rt-setup-database --dba root --prompt-for-dba-password --action upgrade it will ask for the old version (for example you can enter 3.6.7) and will apply all steps up to the installed version (in this case it's 3.8.0) * then you do mysql schema changes using the script * these schema changes are required for all mysql versions greater than mysql 4.1.0 I have some problems about this here: - I ran the 4.0-4.1 script on the DB, no errors You ran the script, which generates the SQL commands, and you then ran those SQL commands on the database, right? It's a two-step process. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ 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] Upgrading to 3.8.0: schema.mysql, column_info selection problem
On Mon, Jul 21, 2008 at 05:00:33PM +0100, Tim Cutts wrote: You ran the script, which generates the SQL commands, and you then ran those SQL commands on the database, right? It's a two-step process. Of course ;) ___ 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] Searching based on who created a ticket.
On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: I was wondering if it's possible to search for all tickets created by me. The interesting tickets would be the one created via web interface, but the ones created via email can be displayed, as well. Searching by Requestor is not possible as I frequently set others to be the requestor. With 3.8, I can not bookmark the tickets, but that is not an ideal solution. Just search on Creator = 'yourusername' ___ 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] Searching based on who created a ticket.
Kevin, Actually, CreatorId and RequestorId are not necessarily the same. I may create a ticket, then modify it to show you as the requestor and those two fields would reflect that difference. In this case, Richard wants only those tickets where he is still the requestor. Just a thought. Kenn LBNL On 7/21/2008 11:56 AM, Kevin Falcone wrote: On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: I was wondering if it's possible to search for all tickets created by me. The interesting tickets would be the one created via web interface, but the ones created via email can be displayed, as well. Searching by Requestor is not possible as I frequently set others to be the requestor. With 3.8, I can not bookmark the tickets, but that is not an ideal solution. Just search on Creator = 'yourusername' ___ 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] 2 questions about RT 3.8
Jesse wrote: Subject: Re: [rt-users] 2 questions about RT 3.8 On Jul 19, 2008, at 4:37 PM, [EMAIL PROTECTED] wrote: 1) Is email completion supposed to work out of the box? Are you talking about when adding people via the 'People' section of the ticket? If so, I've noticed that I used to be able to put usernames in the Email field, but now that doesn't work. You are correct. I'd love for this missing shortcut to return. Huh. I never knew that worked, but I don't find it objectionable. Can someone open a ticket? (Note that _autocomplete_ as such has never been in the core of RT. I think that was the original requestor's question.) I had the autocomplete extension installed previously. I think I misread an email and thought that it had been built in to RT core. I can install the extension again :) 2) It seems that the search feature used to (maybe I am wrong here, or maybe I customized something and didn't re-add it in) used to search the requestors field and the subject line, but now only searches the subject line? In 3.8, the search feature appears to search Subject and Owner of Open tickets. Verified that as well. I'd like to be able search requestors and all tickets, not just open tickets. Perhaps this is just a bug. This is definitely a bug. Please open a ticket and we'll try to sort it for 3.8.1 :) ___ 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] Searching based on who created a ticket.
On Mon, Jul 21, 2008 at 2:18 PM, Kenneth Crocker [EMAIL PROTECTED] wrote: Actually, CreatorId and RequestorId are not necessarily the same. I may create a ticket, then modify it to show you as the requestor and those two fields would reflect that difference. In this case, Richard wants only those tickets where he is still the requestor. Just a thought. I think the OP actually wants to see all tickets he's created, whether he is still the requestor or not. -- Scott Hebert http://slaptijack.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] Searching based on who created a ticket.
On Jul 21, 2008, at 3:18 PM, Kenneth Crocker wrote: Actually, CreatorId and RequestorId are not necessarily the same. I may create a ticket, then modify it to show you as the requestor and those two fields would reflect that difference. In this case, Richard wants only those tickets where he is still the requestor. Just a thought. I read Richard's email to say that he can't use Requestor because he often assigns the Requestor to someone else after creating the ticket. Searching by Requestor is not possible as I frequently set others to be the requestor. This seems to indicate that he wants Creator -kevin On 7/21/2008 11:56 AM, Kevin Falcone wrote: On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: I was wondering if it's possible to search for all tickets created by me. The interesting tickets would be the one created via web interface, but the ones created via email can be displayed, as well. Searching by Requestor is not possible as I frequently set others to be the requestor. With 3.8, I can not bookmark the tickets, but that is not an ideal solution. Just search on Creator = 'yourusername' ___ 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] Searching based on who created a ticket.
Kevin, Correct. I misread the email. Sorry. Kenn LBNL On 7/21/2008 12:41 PM, Kevin Falcone wrote: On Jul 21, 2008, at 3:18 PM, Kenneth Crocker wrote: Actually, CreatorId and RequestorId are not necessarily the same. I may create a ticket, then modify it to show you as the requestor and those two fields would reflect that difference. In this case, Richard wants only those tickets where he is still the requestor. Just a thought. I read Richard's email to say that he can't use Requestor because he often assigns the Requestor to someone else after creating the ticket. Searching by Requestor is not possible as I frequently set others to be the requestor. This seems to indicate that he wants Creator -kevin On 7/21/2008 11:56 AM, Kevin Falcone wrote: On Jul 21, 2008, at 9:31 AM, Richard Hartmann wrote: I was wondering if it's possible to search for all tickets created by me. The interesting tickets would be the one created via web interface, but the ones created via email can be displayed, as well. Searching by Requestor is not possible as I frequently set others to be the requestor. With 3.8, I can not bookmark the tickets, but that is not an ideal solution. Just search on Creator = 'yourusername' ___ 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] Automatically opening stalled RT tickets
I tried this, put the PM in the correct folder, and ran the script. I get the following error under RT3.8.0 [Tue Jul 22 00:37:05 2008] [crit]: Can't call method Message on an undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. (/opt/rt3/bin/../lib/RT.pm:375) Can't call method Message on an undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. Am I doing something wrong? Or is there a change in 3.8 that makes this not work? --Ryan -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tom Lanyon Sent: Sunday, July 20, 2008 8:44 PM To: Matthew Macdonald-Wallace Cc: RT Users Subject: Re: [rt-users] Automatically opening stalled RT tickets On 17/07/2008, at 12:45 AM, Matthew Macdonald-Wallace wrote: Hi Tom, Please forgive the intrusion into your inbox, I noticed your post dated 23rd June on the rt-users list archives and I am very interested in your usage of rt-crontool to automatically re-open any stalled tickets older than a certain age. Would it be possible for you to share the command-line arguments you have used for rt-crontool with the community? Thanks in advance, Matt Hi Matt, No problems - sorry for the delay getting back to you. I've CC'd the list as well in case anyone else is curious. We currently run something like this, once per day: ## Search for tickets that have had no requestor correspondance for more than 6 days, ## open them and comment (this will notify ticket owner) /var/www/rt.domain.com/rt/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg Queue = 'Foo' AND Status = 'stalled' AND Told '6 days ago' AND DependsOn IS NULL \ --action RT::Action::OpenTicketAndComment --action-arg Auto- opened due to being stalled for 6 days. You'll also notice the RT::Action::OpenTicketAndComment action which is just a slightly modified RT::Action::AutoOpen so that we can also place a comment in the ticket to show why it was re-opened. I've attached our local/lib/RT/Action/OpenTicketAndComment.pm module if you're interested. Caution: we added the 'DependsOn IS NULL' clause because this was re- opening tickets that were stalled because they depended on another ticket. However, through TicketSQL we are unable to query the status of these depended-on tickets, so currently this won't re-open stalled tickets even if a depended-on ticket is resolved. I consider this a bug with our process and plan to fix it by using a custom RT::Search module to do a more fine-grained query, but haven't had time. Regards, Tom ___ 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] Fwd: RT 3.8.0 and $LdapExternalInfo
Retrying here as this is really a performance killer and no idea on how to solve -- Forwarded message -- From: Yvo van Doorn [EMAIL PROTECTED] Date: Thu, Jul 17, 2008 at 8:35 AM Subject: RT 3.8.0 and $LdapExternalInfo To: rt-users@lists.bestpractical.com Is anyone else using RT 3.8.0 with $LdapExternalInfo set to enabled? It seems that the behavior on looking up information from the LDAP information has changed between 3.6.6 and 3.8.0 (which is to be expected) but for the worse. In previous releases it would do a lookup on login and update your information. This is good. However now it seems that is doing a lookup against *everyone* ever messaged on a ticket when I hit 'comment' or 'reply' via the interface. The browser meanwhile sits and waits patiently but the rt login (set to debug for this purpose) fills up with lookup requests on anyone ever commenting, cc'd (even one-time ccs) or reply to the ticket. On a new ticket this is no big deal as usually its only two or three people affected but project tickets where 14-15 people are referenced, this becomes a huge bother. Anyone else seeing this and have figured out a way around this? Yvo ___ 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] Automatically opening stalled RT tickets
On 22/07/2008, at 9:58 AM, Ryan Hardester wrote: I tried this, put the PM in the correct folder, and ran the script. I get the following error under RT3.8.0 [Tue Jul 22 00:37:05 2008] [crit]: Can't call method Message on an undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. (/opt/rt3/bin/../lib/RT.pm:375) Can't call method Message on an undefined value at /opt/rt3/bin/../lib/RT/Action/AutoOpen.pm line 77. Am I doing something wrong? Or is there a change in 3.8 that makes this not work? --Ryan I haven't tested it on 3.8 yet, only 3.6. However, this error looks unrelated and occurs before my code even runs. Your TransactionObj is undefined in RT::Action::AutoOpen::Prepare(), I'm not sure what would cause that. Regards, Tom ___ 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] (no subject)
unsubscribe ___ 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] (no subject)
Sorry, outlook auto-completed the addressee, meant for the request email. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kimberly McKinnis Sent: Monday, July 21, 2008 6:26 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] (no subject) unsubscribe ___ 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
