Re: [rt-users] moving from global scrips to per-queue scrips
On Tue, Sep 16, 2008 at 12:25:28PM -0400, [EMAIL PROTECTED] wrote:
At the moment, we have a set of global scrips that apply to all queues. We
want to migrate to using per-queue scrips since many of the queues have
different needs. Is there an easy way to take the existing global scrips and
apply them to all queues (and then delete the global scrips)?
here is a script I used a while ago to do this, you should adjust path
at top on the script and also add unwanted queues in @queues_blacklist
if needed.
should works fine but ... test it on test RT instance before your
production RT maybe ;)
#!/usr/bin/perl -w
# Convert global scrips to per-queue scrips
use strict;
use lib /opt/rt/rt/local/lib;
use lib /opt/rt/rt/lib;
use lib /opt/rt/rt/etc;
use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::User;
# Disable STDOUT buffering
$| = 1;
# Set locales
$ENV{'LANG'} = 'POSIX';
$ENV{'LC_ALL'} = 'POSIX';
my $code;
my $msg;
my @queues_blacklist = qw(___Approvals);
# RT CLI initialization
CleanEnv();
RT::LoadConfig();
RT::Init();
# Get the current user all loaded
our $CurrentUser = GetCurrentUser();
unless( $CurrentUser-Id )
{
print STDERR No RT user found. Please consult your RT administrator.\n;
exit 1;
}
# Get queues
my @queues;
my $QueuesObj = RT::Queues-new($CurrentUser);
$QueuesObj-UnLimit();
while ( my $queue = $QueuesObj-Next )
{
next if (grep {$queue-Name eq $_} @queues_blacklist);
push @queues, $queue-id;
}
my $Scrips = RT::Scrips-new($CurrentUser);
$Scrips-LimitToGlobal();
while ( my $scrip = $Scrips-Next )
{
next if (($scrip-Id != 3) ($scrip-Id != 6));
my $scrip_full_description = $scrip-ConditionObj-Name. .$scrip-ActionObj-Name. with template .$scrip-TemplateObj-Name;
foreach my $queue (@queues)
{
print Create scrip .$scrip-id. (.$scrip_full_description.) for queue .$queue.\n;
my $queue_scrip = RT::Scrip-new($CurrentUser);
($code,$msg) = $queue_scrip-Create(
Queue = $queue,
ScripAction= $scrip-ScripAction,
ScripCondition = $scrip-ScripCondition,
Template = $scrip-Template,
Description= $scrip-Description,
CustomPrepareCode = $scrip-CustomPrepareCode,
CustomCommitCode = $scrip-CustomCommitCode,
CustomIsApplicableCode = $scrip-CustomIsApplicableCode,
);
if (!$code) {
warn Error creating scrip: $msg\n;
warn Skipping global scrip deletion\n;
next;
}
}
print Delete Global scrip .$scrip-id.(.$scrip_full_description.)\n;
($code,$msg) = $scrip-Delete;
warn Unable to delete scrip: $msg\n if (!$code);
}
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Re: [rt-users] Spreeadsheet, utf-8 and ms excel
On Tue, Sep 16, 2008 at 04:46:25PM +0200, Emmanuel Lacour wrote: I just uploaded a new version (0.03) to CPAN with updated Module::Install and updated Results.xls with new features of 3.8 Results.tsv. Should be available soon on mirrors. Thought, in 3.8, the XLS link appears with action buttons at the bottom of the page, not easy to find for users, but it's there. I'm waiting for a new callback in RT source code to be able to add the link along other export links (iCal, RSS, ...) on the top. The new callback is now in svn, so I just uploaded a new release 0.04 which uses this callback. ___ 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] Performance problems with 3.8.1
Hi, Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the database to it's own server. We also removed all closed tickets from the database. The move and upgrade was done as our old installation got too slow. Unfortunately the new installation is also very slow despite the ticket removal and dedicated database server. Especially search building view and ticket view take time to open. We have: - Checked that weI have newest DBIx:search builder installed - Checked that both our database server (CentOS 5.2 final) and web server (CentOS 5.2 final) fulfill the minimum shared memory settings suggested at the wiki - Have FastCGI installed on Apache 2.2.3, standard CentOS 5.2 final binary (standard CentOS 5.2 perl 5.8.8 with make fixdeps installed modules) - Our Postgresql 8.1.11 (Centos 5.2 standard binary) has more shared_buffers and temp_buffers than suggested at the wiki - Installed pg_top and tried to isolate the query that hogs the machine Any suggestions what we could yet do to speed things up? ___ 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 problems with 3.8.1
try if it is faster with MS IE, firefox has problems with the new CSS regards sven On Mi, 2008-09-17 at 13:13 +0300, Sahlberg Mauri wrote: Hi, Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the database to it’s own server. We also removed all closed tickets from the database. The move and upgrade was done as our old installation got too slow. Unfortunately the new installation is also very slow despite the ticket removal and dedicated database server. Especially search building view and ticket view take time to open. We have: - Checked that weI have newest DBIx:search builder installed - Checked that both our database server (CentOS 5.2 final) and web server (CentOS 5.2 final) fulfill the minimum shared memory settings suggested at the wiki - Have FastCGI installed on Apache 2.2.3, standard CentOS 5.2 final binary (standard CentOS 5.2 perl 5.8.8 with make fixdeps installed modules) - Our Postgresql 8.1.11 (Centos 5.2 standard binary) has more shared_buffers and temp_buffers than suggested at the wiki - Installed pg_top and tried to isolate the query that hogs the machine Any suggestions what we could yet do to speed things up? ___ 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] Problem viewing All My Open Tickets
Very weird - today it works. Yesterday, the link was taking me to a blank page. It is asking me to login - which is strange. I've been seeing several places where it prompts me to login - and I saw several posts about this. I added the line: Set($WebSessionClass , 'Apache::Session::File'); To /opt/rt3/bin/RT_SiteConfig.pm when I installed (hoping the problem would go away). Anyway, thanks, -Chris On Tue, Sep 16, 2008 at 5:47 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: On Tue, Sep 16, 2008 at 9:31 PM, Chris Nelson [EMAIL PROTECTED] wrote: For those following the continuing saga of the complete reinstall, it's been a LONG time coming, but I'm FINALLY up and running. To give back to the community a bit (if such a thing is really possible for such a newbie), I've created an exhaustive document covering the COMPLETE, end to end installation of RT3.8.1 on Ubuntu 8.04 on a Virtual Server spun up on the free vmware. I'm not quite done, but when I am, I'll post it here if there's any interest. That will be interesting. In the mean time, here is a problem I'm currently having: The link on the home page is: http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27Order=ASC%7CASC%7CASC%7CASCOrderBy=Status%7CPriority%7C%7CQuery=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20!%3D%20%27resolved%27RowsPerPage=0SearchType=Tickethttp://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27Order=ASC%7CASC%7CASC%7CASCOrderBy=Status%7CPriority%7C%7CQuery=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20%21%3D%20%27resolved%27RowsPerPage=0SearchType=Ticket I'm not sure what I'm doing wrong. Any help is appreciated. Where is the problem you're talking about? I see nothing terribly wrong with the link. -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 -- Best regards, Ruslan. ___ 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] Problem viewing All My Open Tickets
Now that I think about it - I did clear my cache and related cookies late yesterday, I'll bet it was just a cached page or something. On Wed, Sep 17, 2008 at 8:33 AM, Chris Nelson [EMAIL PROTECTED] wrote: Very weird - today it works. Yesterday, the link was taking me to a blank page. It is asking me to login - which is strange. I've been seeing several places where it prompts me to login - and I saw several posts about this. I added the line: Set($WebSessionClass , 'Apache::Session::File'); To /opt/rt3/bin/RT_SiteConfig.pm when I installed (hoping the problem would go away). Anyway, thanks, -Chris On Tue, Sep 16, 2008 at 5:47 PM, Ruslan Zakirov [EMAIL PROTECTED]wrote: On Tue, Sep 16, 2008 at 9:31 PM, Chris Nelson [EMAIL PROTECTED] wrote: For those following the continuing saga of the complete reinstall, it's been a LONG time coming, but I'm FINALLY up and running. To give back to the community a bit (if such a thing is really possible for such a newbie), I've created an exhaustive document covering the COMPLETE, end to end installation of RT3.8.1 on Ubuntu 8.04 on a Virtual Server spun up on the free vmware. I'm not quite done, but when I am, I'll post it here if there's any interest. That will be interesting. In the mean time, here is a problem I'm currently having: The link on the home page is: http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27Order=ASC%7CASC%7CASC%7CASCOrderBy=Status%7CPriority%7C%7CQuery=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20!%3D%20%27resolved%27RowsPerPage=0SearchType=Tickethttp://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27Order=ASC%7CASC%7CASC%7CASCOrderBy=Status%7CPriority%7C%7CQuery=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20%21%3D%20%27resolved%27RowsPerPage=0SearchType=Ticket I'm not sure what I'm doing wrong. Any help is appreciated. Where is the problem you're talking about? I see nothing terribly wrong with the link. -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 -- Best regards, Ruslan. ___ 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] scrips/template issue
On Tue, 16 Sep 2008 13:54:25 -0400, Robert Keidel [EMAIL PROTECTED] wrote: Content: Your request has been completed If you have any further questions or concerns, please respond to this message. The IT Service Team Robert, You need a blank line at the beginning of the template. Also, if you check the RT log you should see error messages in this case. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Performance problems with 3.8.1
For FastCGI, I changed my configuration to allow multiple processes so other requests aren't getting queued up when big queries are hitting the server. Without this setting the site was pretty slow to respond but once the request got in it was fast. I've also changed the default idle timeout to something similar to mod_perl2, the default was triggering on normal stuff, some un-indexed fields in search were causing really slow count()s.. FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 4 Also the recommended shared buffers would be tailored to your instance, in our case we have nearly 1GB in indexes alone so ours is set fairly high. Generally you want it high enough so it doesn't have to swap out indexes all the time. Curtis Sahlberg Mauri wrote: Hi, Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the database to it’s own server. We also removed all closed tickets from the database. The move and upgrade was done as our old installation got too slow. Unfortunately the new installation is also very slow despite the ticket removal and dedicated database server. Especially search building view and ticket view take time to open. We have: - Checked that weI have newest DBIx:search builder installed - Checked that both our database server (CentOS 5.2 final) and web server (CentOS 5.2 final) fulfill the minimum shared memory settings suggested at the wiki - Have FastCGI installed on Apache 2.2.3, standard CentOS 5.2 final binary (standard CentOS 5.2 perl 5.8.8 with make fixdeps installed modules) - Our Postgresql 8.1.11 (Centos 5.2 standard binary) has more shared_buffers and temp_buffers than suggested at the wiki - Installed pg_top and tried to isolate the query that hogs the machine Any suggestions what we could yet do to speed things up? ___ 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] RT 3.8.1 Rich Text Editor is not enabled
Hi All, I have installed RT 3.8.1 on a new machine and migrated the database from version 3.4.4. RT works fine except that I can't see the little triangle to view the RichText toolbar when composing a new ticket. The MessageBoxRichText configuration variable is set to 1, which I think, should enable this feature. I have upgraded from 3.6 to RT 3.8.0 on another system and the toolbar is accessible. Any ideas? Thanks a lot. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Afin de combattre les pourriels, DALSA ne retournera plus d'avis d'echec d'envoi pour les adresses invalides. Ce courriel ainsi que ses pieces jointes sont strictement reserves a l'usage de la ou du destinataire et peut contenir de l'information privilegiee et confidentielle. Si vous avez recu cette correspondance par erreur, veuillez supprimer le message. Merci.___ 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 attachments when replying from the webinterface
Joop wrote: Dear all, A coworker of mine noticed that replies don't contain attachments anymore since upgrading to rt-3.8.1 and after testing in my test instance I can't find where it is coming from. I upgraded from rt-3.6.6 to rt-3.8.1 and I'm using Oracle as a backend database. So I'm not bitten by the mysql update gone wrong. Attachments make it into the database fine but it looks like the mimeobject isn't build correctly. Make fixdeps finds everything OK. The following sequence is interesting: - /etc/init.d/apache2 stop - mv /opt/rt3 /opt/rt381 - mv /opt/rt366 /opt/rt3 - /etc/init.d/apache2 start - login into RT - send a reply and attach a config file - email arrives correctly WITH attachment. ??? Switch back and email arrives WITHOUT attachment. Conclusion from this is that it is in the code of rt-3.8.1 and NOT in the database since that is a constant factor. And yes my template Correspondence contains the line RT-Attach-Message: yes and contains 2 blank lines after the last (in this case one) header. Anyone seen this before? From the lack of response I would say that no one has noticed yet there there is a slight problem with 3.8.1 in combination with Oracle that is. The fact that the same db works with 3.6.6 gave me some clue that it had to be in the code of 3.8.1 and after trying all kind of things I tracked it down to Action/Sendmail.pm I diffed the 3.8.1 version against the 3.6.6 one and one thing that is new is LimitNotEmpty which tries to exclude empty attachments but fails on Oracle because of a 'logic bug'. This is what gets build by LimitNotEmpty for Oracle: SELECT main.* FROM attachments main WHERE (main.content IS NOT NULL AND main.content NOT LIKE '') AND (main.transactionid = '313815') AND (main.ID != '204666') -- exlude the content itself ORDER BY main.ID ASC; The first part of the where is the same for all databases (main.content is not null) the second part is added by LimitNotEmpty (main.content not like '') which is wrong The following test demonstrates that logic: create table t ( id number, t clob ); insert into t values(1,'test'); insert into t values(2,''); insert into t values(3,null); select * from t where t is not null; -- id=1 t=test select * from t where t not like '%' -- no rows returned select * from t where t is null; -- returns both row 2 and 3 So inserting an empty string and null into a CLOB column in Oracle are equivalent and the second part doesn't work on NULL. Probably not if its a BLOB! My proposal is to recode the LimitNotEmpty function so that for Oracle nothing is added. Regards, Joop ___ 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 value from arbitrary SQL select
Is there a way to create a select one value custom field that gets its valid values from some SQL query, rather than build the list manually? Thanks -- Mathieu Longtin 1-514-803-8977 ___ 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 problems with 3.8.1
On Wed, Sep 17, 2008 at 01:13:31PM +0300, Sahlberg Mauri wrote: Hi, Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the database to it's own server. We also removed all closed tickets from the database. The move and upgrade was done as our old installation got too slow. Unfortunately the new installation is also very slow despite the ticket removal and dedicated database server. Especially search building view and ticket view take time to open. We have: - Checked that weI have newest DBIx:search builder installed - Checked that both our database server (CentOS 5.2 final) and web server (CentOS 5.2 final) fulfill the minimum shared memory settings suggested at the wiki - Have FastCGI installed on Apache 2.2.3, standard CentOS 5.2 final binary (standard CentOS 5.2 perl 5.8.8 with make fixdeps installed modules) - Our Postgresql 8.1.11 (Centos 5.2 standard binary) has more shared_buffers and temp_buffers than suggested at the wiki - Installed pg_top and tried to isolate the query that hogs the machine Any suggestions what we could yet do to speed things up? I just checked the latest DBIx::SearchBuilder and the fix that I thought had been incorporated into the Handle/Pg.pm has not as of yet. The problem line is line number 245: $$statementref = SELECT DISTINCT main.* FROM $$statementref; If you replace it with a line like the one in the Oracle.pm at line number 279: $$statementref = SELECT main.* FROM ( SELECT DISTINCT main.id FROM $$statementref ) distinctquery, $table main WHERE (main.id = distinctquery.id) ; you should see a nice performance boost on the page loads. I have sent this change in before, but it has not been adopted even though it is being used in the Oracle.pm file. I examined the query used by mysql.pm for this query, and the Oracle.pm version of the line duplicates the query used by mysql.pm exactly. The query as currently written spends a lot of sorting fields that are not used. The alternate query is much faster. Maybe BP can re-examine this suggestion again. Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] custom field value from arbitrary SQL select
On Wed, Sep 17, 2008 at 10:19, Mathieu Longtin [EMAIL PROTECTED] wrote: Is there a way to create a select one value custom field that gets its valid values from some SQL query, rather than build the list manually? You could create a web interface that exposes your values, and uses the external API provided. Though that seems to dynamically load values, and you seem to want to do it once only? -- Cambridge Energy Alliance: Save money the planet ___ 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] custom field value from arbitrary SQL select
On Wed, Sep 17, 2008 at 10:19:06AM -0400, Mathieu Longtin wrote: Is there a way to create a select one value custom field that gets its valid values from some SQL query, rather than build the list manually? In RT 3.8, have a look at lib/RT/CustomFieldValues/External.pm (And Groups.pm for an example of its use) Thanks -- Mathieu Longtin 1-514-803-8977 ___ 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] custom field value from arbitrary SQL select
Thanks, that looks exactly like what I wanted. -- Mathieu Longtin 1-514-803-8977 On Wed, Sep 17, 2008 at 10:39 AM, Jesse Vincent [EMAIL PROTECTED]wrote: On Wed, Sep 17, 2008 at 10:19:06AM -0400, Mathieu Longtin wrote: Is there a way to create a select one value custom field that gets its valid values from some SQL query, rather than build the list manually? In RT 3.8, have a look at lib/RT/CustomFieldValues/External.pm (And Groups.pm for an example of its use) Thanks -- Mathieu Longtin 1-514-803-8977 ___ 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] custom field value from arbitrary SQL select
On Wed, Sep 17, 2008 at 10:39:25AM -0400, Jesse Vincent wrote: On Wed, Sep 17, 2008 at 10:19:06AM -0400, Mathieu Longtin wrote: Is there a way to create a select one value custom field that gets its valid values from some SQL query, rather than build the list manually? In RT 3.8, have a look at lib/RT/CustomFieldValues/External.pm (And Groups.pm for an example of its use) Also perldoc docs/creating_external_custom_fields.pod to understand how to enable your new CFV source. ___ 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] Combobox broken in IE?
On Wed, Sep 17, 2008 at 04:59:33PM +0200, Hoogstraten, Ton wrote: HI, In RT 3.6.6 if I have an custom field with a combobox the box does not display properly with IE. Anybody know what is causing this and how to resolve it? Firefox does not have this problem. Only IE 7 as I tested. I think it has something to do with the 3.6 theme. The rt 3.8 theme does not have this problem and is displaying the field properly. Only problem is that my production server is still at 3.6 at this stage L That's definitely something I spent a bunch of time improving for RT 3.8 Regards, Ton ___ 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] Combobox broken in IE?
On Wed, Sep 17, 2008 at 04:59:33PM +0200, Hoogstraten, Ton wrote: HI, In RT 3.6.6 if I have an custom field with a combobox the box does not display properly with IE. Anybody know what is causing this and how to resolve it? Firefox does not have this problem. Only IE 7 as I tested. I think it has something to do with the 3.6 theme. The rt 3.8 theme does not have this problem and is displaying the field properly. Only problem is that my production server is still at 3.6 at this stage L Should be fixed in 3.6.7, if you can't upgrade, just take the css file to fix this. ___ 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] Disable fulltext search on simple search
Here is another vote for that patch! On Sep 11, 2008, at 4:32 PM, Kenneth Marshall wrote: Currently, the wiki has a patch for Oracle and we will be submiting a similar patch for use with PostgreSQL 8.3 and later. 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
Re: [rt-users] Performance problems with 3.8.1
On Sep 17, 2008, at 6:13 AM, Sahlberg Mauri wrote: Hi, Just upgraded from 3.6 to 3.8.1 (via 3.8) and at the same time moved the database to it’s own server. We also removed all closed tickets from the database. The move and upgrade was done as our old installation got too slow. Unfortunately the new installation is also very slow despite the ticket removal and dedicated database server. Especially search building view and ticket view take time to open. So, _what_ is slow and _how_ slow is it? Also, what can you tell us about your hardware specs? I've worked with users for whom slow was 1.2s to load RT's homepage and with users for whom slow was 10 minutes to load a ticket page. It used to be five and that was ok. but 10 is too long.___ 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 problems with 3.8.1 [firefox and rounded corners]
On Sep 17, 2008, at 7:01 AM, Sven Sternberger wrote: try if it is faster with MS IE, firefox has problems with the new CSS As far as we can figure it out, the issue you're referring to is pretty rare. A very few Linux+Firefox+X Server combinations run into trouble with the rounded corners. Any brilliant discoveries would be hugely appreciated. -j ___ 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] scrips/template issue
Robert,
Here is a template we use and it works fine. It includes different
ticket data so you will have an example of the kind of things you can
do. Remember the blank line after the Header (Subject line):
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
Priority is: {$Ticket-Priority}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Ownedby: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
-
Description of Issue:
{$Ticket-FirstCustomFieldValue('Description')}
-
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
-
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
Hope this helps.
Kenn
LBNL
On 9/16/2008 10:54 AM, Robert Keidel wrote:
Hello,
I have an issue with the scrip/template on resolve. I changed the
original template of that scrip with a template I wanted to use.
Unfortunately it did not work, it did not send out an email on
resolve. So I went back to the template what worked before just fine,
but RT is still not sending out any email when I resolve a ticket. What
did I do wrong? I hope you guys understand what I try to explain here. I
also tried to enable logging in RT_SiteConfig.pm to see what is going
on, but that did not work either. I am running on Ubuntu 8.04 server;
mysql5; apache2; fastcgi and the RT version is 3.6.6. http://3.6.6.
Thank you for any clue you can give me.
The scrip and template:
Description: empty
Condition: On Resolve
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionCreate
The template:
Name: Resolved
Description: Ticket Resolved
Content:
Your request has been completed
If you have any further questions or concerns, please respond to this
message.
The IT Service Team
Robert Keidel
IRIS International
9158 Eton Ave
Chatsworth, CA 91311
818-709-1244 x 7353
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[rt-users] can't change a user's email address
In the user configuration, I'm trying to update a user's email address that has a typo. I correct the email address and click 'Save Changes', but the email address does not update. I do, however, get presented a 'Results' box that reads: User sobrien: 0 hours When I try adding an email address to a user that has no defined email address already, I get the same error. Anyone know what's going on here? I've tried changing a few other fields (Real Name, Nickname, etc.) and those update fine. I'm using RT 3.6.1. Gary ___ 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] On Correspond Notify Ccs if no owner
Hello all, On occasion we receive tickets which are not immediately taken by a staff member. While unowned, the requestor can send additional correspondence on the ticket, but there is no indication anywhere that information has been added. I'd like to e-mail all of the queue watchers (Ccs) with the new correspondence as long as the ticket remains unowned. Any ideas? Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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::Authen::ExternalAuth insall issue on RT3.8.0
Helmuth's suggestion helped, once I figured out you have to fill in the disabled filter option in the RT_SiteConfig.pm for the LDAP settings. I set it to: 'd_filter' = '((objectCategory=person)(objectClass=user) (userAccountControl:1.2.840.113556.1.4.803:=2))', (For Microsoft Active Directory's disabled users) David J Kirk System Administrator Center 7 ___ 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] scrips/template issue
Hi Ken, thank you for that example. I was looking for something like that. I was wandering how I could include some of the fields you have listed in your example. Again thanks to everyone for the fast help. 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
[rt-users] Simple Search Problem
Hello all, Running 3.6.5 here with MySQL 5.0.38. We have multiple queues and multiple groups - generally there's a 1:1 relationship between user group and queue. For instance GroupA has the following permissions set for QueueA : CommentOnTicket DeleteTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Our Everyone role has : CommentOnTicket CreateTicket ReplyToTicket GroupB:QueueB has the same permissions as GroupA:QueueA above ... so on and so forth. Question : When a user in GroupB searches for a term like test a total of 43 results appear, but only 4 are visible to that user. In some instances, this is causing pagination problems whereby a user must scroll through pages of empty results (showing something like Found 437 tickets in the results header) to finally arrive at a page that contains a result that he can see. Has anyone else encountered this problem - have I set the permissions incorrectly - is there a patch - any recommendations? Thanks! Cameron ___ 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] On Correspond Notify Ccs if no owner
Dan, Create a scrip that specifies User-Defined for the condition and in that condition check to see if there is correspondence and if the ticket owner = Nobody. Return 1 if true and for action, notify CC's and set up a template. Kenn LBNL On 9/17/2008 1:20 PM, Lamers, Dan wrote: Hello all, On occasion we receive tickets which are not immediately taken by a staff member. While unowned, the requestor can send additional correspondence on the ticket, but there is no indication anywhere that information has been added. I'd like to e-mail all of the queue watchers (Ccs) with the new correspondence as long as the ticket remains unowned. Any ideas? Thanks, Dan DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Thank you. ___ 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
